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Refrigerator | American Home Shield review from Milpitas, California

4.6
Details
Service was scheduled next day!
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Review
#1712038 Review #1712038 is a subjective opinion of poster.

Leak between the bathroom and attic | American Home Shield review from Jacksonville, Florida

5.0
Details
They did a great job The company that was on time and professional
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Review
#1678625 Review #1678625 is a subjective opinion of poster.
5.0
Details
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...
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1 comment
Anonymous
#1759413

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

Review
#1674031 Review #1674031 is a subjective opinion of poster.
Service
American Home Shield Refrigerator Repair

Referral reward | American Home Shield review

5.0
Details
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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Review
#1655920 Review #1655920 is a subjective opinion of poster.
Pros
  • Discount for yearly renewal low usage
  • Promises
  • Representative
Cons
  • Hold times can be excessive
  • Location of replacement parts too far
  • Not being able to pick contractor
Reason of review
Exactly as described/ advertised

Billing issue | American Home Shield review from Baltimore, Maryland

4.9
Details
Nothing can be done about my issue
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Review
#1645926 Review #1645926 is a subjective opinion of poster.
Reason of review
Problems with payment

Refrigerator repair | American Home Shield review from Columbus, Ohio

5.0
Details
Not cold Great service I would use again
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Review
#1579353 Review #1579353 is a subjective opinion of poster.
5.0
Details
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...
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1 comment
Anonymous
#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?

Review
#1562261 Review #1562261 is a subjective opinion of poster.
Cons
  • Horrible customer service
  • Customer service told us we had to wait five days
  • Not being problem solvers
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.
4.6
Details

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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5 comments
Anonymous
#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
Review
#1315682 Review #1315682 is a subjective opinion of poster.
Reason of review
Order processing issue
4.7
Details
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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Review
#1186969 Review #1186969 is a subjective opinion of poster.
Product
American Home Shield Home Warranty
Pros
  • Use american call service agents
Reason of review
Reliable warranty

Contact American Home Shield Customer Service

Website:
Mailing Address:
860 Ridge Lake Blvd.
Memphis, Tennessee 38135
United States
Phone:
(800) 776-4663
All American Home Shield Contacts

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Latest Question

American Home Shield Questions
4.6
Details
215032632. 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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Review
#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