Omaha, Nebraska
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Advertised vs Delivered
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1 comment

On Friday Oct. 12, 2018 I placed a call to American Home Shield for a toilet issue. At the time when I called I told the customer service rep. that the toilet was not leaking but that it loose in the front of the toilet where when you would move it would raise off the floor.

They assigned the plumbing repair to His and Her Plumbing. They came out on Tuesday, Oct. 16, 2018 to assess what the problem was. They said that they would have to get AHS's approval to lift the toilet out.

After about waiting 45 mins. while they were in their truck and on the phone they came back in and stated that AHS DENIED the CLAIM.

They said that it wasn't covered as it was a wear and tear issue. The plumber said that it was his opinion that it was the flange (plastic wax round ring seal) that either had broken or cracked and needed replaced. He complained that the bolts were too tight also.

My husband and I purchased this home in Oct. 2017 and the warranty came with the purchase of the home. The renewal is up on the 24th of October of this year 2018. Although we have already renewed we are going to cancel if AHS doesn't rescind the DENIED CLAIM. In my contract under plumbing is states COVERED ITEMS: under Section F. #4. Plumbing toilet tanks, bowls and toilet wax ring seals.

I am hoping that this gets brought to a Manager or Supervisor's attention. If we do not hear anything from AHS by tomorrow 10-17-18 we will be cancelling our renewal contract and the word will get around about how customers are treated.

Your dissatisfied customer,

Gretchen Bryant


3102 Rainbow Rd.

Tavares, FL 32778

(352) 343-3197

Product or Service Mentioned: American Home Shield Homeowners Policy Claim.

Reason of review: Denied claim when covered under contract.

Preferred solution: Deliver product or service ordered.

American Home Shield Pros: It seemed like a great company at first.

  • misleading business practices
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Denial of the claim is the primary way that the plumber has to keep AHS’ calls coming to their plumbing business and keep everyone’s costs low—mostly the plumbers! If the claim is not denied, the PLUMBER has to “cover” the work; meaning do the work and only bill the same exact amount as the denial.

There is no way to remain on their list of plumbing companies if denials are not part of the equation. The plumber is welcome to do favors, as long as AHS doesn’t get billed for it. He has to save up for the calls where a denial is not possible, since he, not AHS, is the one paying for the repair. If the plumber is able to sell YOU the repair, which obviously you won’t buy from them now, profit is made.

That is the only reason the plumber went to the truck and held the phone until AHS officially denied the claim, in hopes that you would pay for it since he’s already there. What a *** business system.

Go ahead and cancel the home warranty, and read some more reviews. All home warranties are ***