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No follow-up after initial service with purchase required

our microwave needed repair. R&;D Training co. came and accessed our problem. A new unit was "ordered" by the contractor. We selected a unit and awaiting AHS to follow-up. 2 weeks and we have not heard from AHS. call to R&D resulted that AHS was suppose to order and send out the new unit. calls to AHS resulted with call waiting to long to stay on the line that our phone battery died. "calls waiting up to 30 minutes", but no one came on the line. We've been customers for over 15 years. Have they gotten to big? Even calls answered by AHS are staffed by persons with American names but accent too thick to understand. We should not be treated like this.
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ID
#2216110 Review #2216110 is a subjective opinion of poster.
Service
American Home Shield Customer Care
Pros
  • Contract services
Cons
  • Follow-up product purchasing
Preferred solution
Deliver product or service ordered

Need service

Plumbing problems Toilets and bathtubs are backing up
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ID
#1849540 Review #1849540 is a subjective opinion of poster.
Location
Killeen, Texas

Water heater

After going through 2 visits from a jerk aft EastTexas plumbing, him telling me nothing was wrong with my water heater when I couldn't take a shower without running out of hot water. You sent me another great plumber (2) actually that said it needed to be replaced. AHS approved replacing it and they did a great job. Now I can take a good shower. Thank you AHS

User's recommendation: I sure will.

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ID
#1837187 Review #1837187 is a subjective opinion of poster.
Location
Longview, Texas

No Probelm

My washer needed electrical panel and new motor and I had no problem whatsoever. My ice maker in the refrigerator also went out and I had no problem.
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ID
#1693906 Review #1693906 is a subjective opinion of poster.

Leak between the bathroom and attic

They did a great job The company that was on time and professional
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ID
#1678625 Review #1678625 is a subjective opinion of poster.
Location
Jacksonville, Florida

Great exsperience

I have used American home shield for years.And other then a rude technician which is not American home shields fault . I am completely satisfied, as a matter of fact I did tell them the tech was rude and he never was sent back to my home again. my most resent experience was my Fridge and stove top range broke within days of each other and they can not order parts so they are replacing them.They were high end appliances and I am completely satisfied with the replacement models. I read some reviews where people were not happy with the replacement and or refund check to purchase a new appliance. But they replace according to the original appliance so if you buy cheap appliances you get a cheap replacement. I was offered a $1260 refund check or a $1600 refrigerator. I think that is more then fair. As for my stove they are looking see if they can find one of equal value and will get back to me. I highly recommend AHS
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1 comment
#1759413

This must be an advertisement, or a comment by a realtor or someone who works for AHS. Not a typical home warranty user.

ID
#1674031 Review #1674031 is a subjective opinion of poster.
Location
Winter Park, Florida
Service
American Home Shield Refrigerator Repair

Referral reward

I am looking at all the complaints about the referral reward and it is ironic everyone knows how to write a complaint and can't use the same resource to google how to properly get the referral reward. Its super simple. I wrote down the wrong link initially after callling in, so I googled it. There it was right at the top of the results page 5 different ways, easy peasy. I got my Amazon reward and so did my friend. Come on people try to take a little ownership. Stop acting so entitled. Referral bonuses aren't a requirement. They are a gift.
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ID
#1655920 Review #1655920 is a subjective opinion of poster.
Pros
  • Contractors like their reimbursement over others
  • Coverage
  • Promises
Cons
  • Hold times can be excessive
  • Not being able to pick contractor
  • Location of replacement parts too far
Reason of review
Exactly as described/ advertised

Refrigerator repair

Not cold Great service I would use again
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ID
#1579353 Review #1579353 is a subjective opinion of poster.
Location
Columbus, Ohio

Horrible service from AHS and contract co.

My central air was not working, contacted to American Home Shield who referred me to Island Breeze air condition company.. they said they had to order 3 blades and give them 36 hours, the 36 hours passed over the weekend, it's 90 degrees outside and 100 in the house, I can't ask to be switched to a different air conditioner co. because customer svc does not have that authority. I have paid this company every month for a year and this is the 1st time I have had to use them, I would not advise anyone to use this company because if things don't work out in the manner you wish, customer service cannot help.
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1 comment
#1704760

FYI, all parts houses are closed on the weekends. Most close at 4:30pm on Friday and reopen at 8am on Monday, if there is no holiday.

They close for all major holidays—YES even 4th of July. Nobody, I mean NOBODY, carries a fan blade to fit your specific unit, except MAYBE a supply house. And weekends don’t count, as every parts house is CLOSED. You are paying for cheap repairs, not fast repairs.

You can’t have both!!!!! If you want fast, you have to hire an independent contractor, and you have to pay the parts house $75 to meet your tech to see if they have what you need, whether they have it or not. No customer is ever willing to pay the emergency fee to get the parts house to send someone from home to open the store.

And they can’t tell you if they have the right part in stock until everyone gets there. Do you really think a home warranty is going to do this?

ID
#1562261 Review #1562261 is a subjective opinion of poster.
Location
Lagrange, Georgia
Cons
  • Horrible customer service
  • Not being problem solvers
  • Customer service told us we had to wait five days
Reason of review
Problem with delivery
Preferred solution
There needs to be someone in American who can address customer's problems of getting another contract person to do the job if the one given to the client falls down on the job.

They are great

Had an issue with my AC and they set up the appointment for one of there AC network company to show up (they were a little late, about 30 minutes or so) That was a little frustrating since I had to take off from work and all. but the over all visit was fast smooth and quick the tech was in and out about 30 minutes, this tells me that they hire the right people for the job. I will continue to use them and based on the reviews I have read and the problem is that people do not read there contract when they purchase such plans. There are many exceptions since many of them are "wear and tear" items.
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1 comment
#1574665

You must have had a minor issue, such as a blown capacitor, or a stocked item such as a universal motor; or maybe it was just a little low on refrigerant. The major repairs, such as a massive freon leaks, shorted compressors, expensive special order motors, and rusted heat exchangers are what cause all the fuss.

Those are not inexpensive, quickie repairs, and are worth considering a complete system replacement. That’s where it gets tricky. The cost cap that AHS places on the HVAC company (that they can’t and won’t discuss with the customer) is the real issue. The contractor is supposed to eat those expenses himself, because AHS will fire the contractor permanently if he is unwilling to absorb any costs over $250.

Billing AHS for costly repairs is a death sentence for the contractor. So the customer gets put off, denied, or the system turns into Frankenstein with small repair attempts.

If there is any way to defer costs to the homeowner, through non-covered items, the contractor will search for ways. 99% of the complaints about AHS are the result of cost capping.

ID
#1373407 Review #1373407 is a subjective opinion of poster.
Location
Westside, Iowa
Product
American Home Shield Air Conditioner Warranty
Reason of review
Good customer service
Update by user Aug 28, 2018

Explained the process with me and restored my confidence in them. They even reached out to my contractor personally in response to my issues. Problem solved.

Update by user Aug 28, 2018

Update:8/28/18 I received a call from AHS. Impressed they took the time and was genuinely concerned with my...

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6 comments
#1531316

AHS has a select network of contractors in each area. They don’t randomly select contractors in a market.

They seek out small, struggling outfits, and promise them a high volume of calls. AHS only uses a couple of “preferred” contractors in each city, often sending them from another city. Why? To control their costs, and the players in the game.

If you are an AHS customer, you also are a player in their game. The contractors learn the game by playing. The rules are not spelled out up front by AHS. The AHS computer algorithm sends ALL the calls in an area to their main preferred contractor in an area, to the contractor that has the lowest cost per call average to AHS.

The cost per call guidelines are established every year by AHS, and it never goes up. For an HVAC call, it is around $200, but is much lower for plumbing and other trades. What does this mean to the consumer? It means that AHS pays a flat rate for each call, regardless of the work needed or performed.

They will never admit this. Why? The contractor can bill AHS whatever he wants, but if he wants to continue with AHS, he can’t do that. He keeps the AHS cost at the target price, regardless of his actual cost, because he becomes increasingly dependent on the promised high volume of AHS calls.

Meaning that extra service trucks were purchased, more technicians were hired, and their own business reputation and clientele were sacrificed in order to service disgruntled AHS customers, of which you may be one. The contractor learns which calls they are forced to lose money on, and which calls they will break even on. They learn to read the coverage of each policy to know what is non-covered, and then they search for those items at the customer’s home. Since the contractor is losing money on most of the AHS calls, the non-covered items are of great importance.

That’s where any profit working for AHS can be found, and nowhere else. That’s why refrigerant, code upgrades and modifications cost so much. The contractor can’t survive without the non-covered items. The customers are livid that they have to pay these costs.

They want to avoid these costs in any way possible. Good, honest people, will stop payment, refuse to pay for services rendered, lie, cheat or even threaten bodily harm to the contractors because of these costs. AHS is behind it, and they know exactly what they’re doing. The contractor also learns to look for denials.

He gets paid the same $200 from AHS whether he replaces or rebuilds the whole machine, or tells AHS it was a power surge, which is not covered. Most of the equipment covered by AHS looks like it has been struck by lightening anyway, that’s why their customers buy these policies in the first place. All the inexpensive repairs have all ready been done. Back to why they only use one or 2 companies in an area, making the customers wait long periods for service.

Once the loss leader contractor gets booked up, and the delays are outside of AHS guidelines, the AHS computer algorithm sends calls to their second contractor, who either has worse survey scores, higher costs, or both. They are also the ones that get sent out on second opinions, to give the same opinion as the first company. Their operating guidelines are the same, and they are competing with the first company to keep AHS’ costs down, so they can get more calls. When AHS customer service decides in favor of the customer to cover something or concession costs for the customer, it doesn’t mean AHS is paying for it.

It means THE CONTRACTOR is paying for it, parts and labor, out of their own pocket, without reimbursement. If the contractor bills AHS more than the low target amount, remember, they will lose future AHS calls, and company 2 will become company 1. Once AHS orders the repair to be made, getting the work completed becomes the next challenge. It takes so long, often weeks or months, because the low target amount billed to AHS has already happened after the initial service call.

No more money will come from AHS on that repair. Equipment and parts come out of the contractor’s pocket, so he is in no hurry. Meanwhile, he is bombarded with many other new AHS calls coming in, (with new service call $, where he can bill the low target amount) and other customers who are unhappily waiting for their drawn out repairs, where AHS can’t be billed. That’s why it takes so long for parts to come in.

The parts are in, or available, there is just no monetary incentive to go pick it up! Once the unsatisfied customer is having a fit, they go to the bottom of the stack, and they get the runaround. That’s why their calls to the contractor and AHS are unanswered. That’s why the contractor can’t be found.

The AHS customers are trying to beat AHS at a game that AHS invented. The customers are willing participants. They want a lot for a little, as promised. But if it sounds too good to be true, it probably is.

They can read the reviews, and then still decide to use AHS, hoping their situation or contractor will turn out differently. They might get lucky, but it is a gamble, and the odds are not in their favor.

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Resolved
ID
#1315682 Review #1315682 is a subjective opinion of poster.
Reason of review
Order processing issue
I have used AHS since 1995. They work exactly the same as Sears, Home Serve and other home warranty companies (they use a network of contractors). I use them because they include Heat and Air Conditioning which in my opinion is the biggest home expense risk. Honestly,...
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ID
#1186969 Review #1186969 is a subjective opinion of poster.
Location
Memphis, Tennessee
Product
American Home Shield Home Warranty
Pros
  • Use american call service agents
Reason of review
Reliable warranty
21503****. I have spent hours on the phone trying to reach someone about replacing my microwave. I was told that i would receive an email to send you guys my information, but i have yet to receive one. So i am just waiting on you guys to send me an email. I talked to...
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ID
#1162031 Review #1162031 is a subjective opinion of poster.
Service
American Home Shield Customer Care
Pros
  • How fast they are
Cons
  • Phone wait
Reason of review
lengthy phone waiting
just one call same to my home wednesday 8/30/2017 would not check all three thermostat did not fix issue but charged me 260.00 if feel cheated i have called ahs several times on different issue concerning two property that we have the contractors are nice and pleasant...
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1 comment
#1366683

Called them to come fix the dryer took almost a month including ordering parts. Problem not fixed was on hold for 1 hour and 56 minutes and told someone would call back and now one did. This company sucks

ID
#1095893 Review #1095893 is a subjective opinion of poster.
Location
Memphis, Tennessee
Service
American Home Shield Customer Care
Pros
  • When i needed service they were easy to reach
  • I love american home everyone is pleasant
  • Easy payment
Cons
  • Unethical people
  • Very rude company representatives
Reason of review
theissue wasnt fix but i was charge this guy is the reason why i dont trust people
Loss
$360
Preferred solution
Let the company propose a solution
Update by user Sep 02, 2017

AHS took care of everything!

Update by user Sep 02, 2017

ALL issues resolved. AHS could not have been more helpful! I got bad information from the techs.

Original review posted by user Sep 02, 2017
I called in for my stove, washer, and A/C -- NOTHING has been repaired!!!!!! I've been told that I have to log the problems and maybe then they...
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1 comment
#1366671

I had American Home Shield warranty service for over a year. I had problems with my furnace which is with oil not gas.

So I called AHS and the guys had to come out a few times because the furnace would not run on a consistent basis without shutting down. So obviously there was no heat in the house when it was needed. So I called AHS and they sent out 2 or 3 different companies. It was only the 3rd and last guy who told me what the real problem was and that was I needed a new motor.

So I paid at that time $125.00 for each company that came out and back then you could pay cash when they arrived. Now you have to pay in advance before one comes out to your home with a credit card and the cost has now gone up from $125 to $135. So just recently I had to call again because now my hot water heater was giving me problems. So I called AHS and this time like I said $135.00 in advance with a credit card.

I called them early on a Monday morning in the am but was able to use the automated system. I heard from AHS with a live person may 24 to 48 hours later but they didn't send anyone over until Thursday, 3 days later. I kept calling and calling and was on hold an average of 45 minutes to an hour each time I called. And I mean I called numerous times all throughout the day each day I did call.

Now being I used them in the past you would think they would have my records on file and know that I have an oil furnace and I reiterated this when I first used them for service. But what did they do this time, they sent me out a guy from a company who doesn't service furnaces or hot water heaters that run with oil. Hello!!!! I never told AHS I converted over to gas so why would they send someone over who doesn't service furnaces or hot water heater that runs by oil.

This should have been in their records. But no the guy came by and only stayed 3 minutes to say I don't service this and left. So I called AHS to complain and they had the nerve to tell me that they would send out another guy but I will have to pay another $135.00. My argument was why?

Because you sent out a company that doesn't service oil burners or hot water heaters run by oil. It's not my fault they sent out the wrong guy but yet they want me to pay again for their mistake and then also pay whatever the cost is for repairs. I did the math and realized I am paying these people to rip me off. At $69.51 a month I am giving them $834.12 a year plus $135.00 each time one comes out and then whatever the cost of the repair.

The *** with that. I cancelled my membership and just decided to hire a good handyman which I did call after this madness and he fixed my hot water heater in 20 minutes at a great cost actually the same cost for AHS just to have someone come out which is $135.00.

The money I give AHS every month, I can just save that just in case I need to buy a new appliance or something. All of can say is BUYER BE AWARE of AHS.

Resolved
ID
#1095634 Review #1095634 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$1000

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