American Home Shield

I have had AHS for over 20 years and until the horrible 2020 have had no problems. Long story (!) short after finally getting my furnace repaired (6 mos) the a/c went out. First company came and “fixed” it to an additional $1205 that AHS didn’t cover (AHS quote). I had air for 1.5 days. Called AHS who send a second contractor who declared parts needed to be ordered (condenser and coil) and he would do that right away. After several days passed I called AHS for update, since contractor wouldn’t respond to my calls. This began June 20. This is now Aug. 5. I call contractor daily and leave messages. Send emails. No response. I call AHS and speak to lovely minions in the PHILLIPPINES. I agreed (over a month ago) to pay the additional $1400+ above the coverage limit. I can’t reach anyone with authority at AHS. Customer Care email on their website gets returned as unable to deliver. We are about to have another 100degree heat wave. I am 73 years old. I am NOT A HAPPY CAMPER.

My name is leroy iyere and my dispatch number is 20588197 have had America home shield now since 2015 when i bought my house, i have to say if i knew what i know now i would never giving this heartless company a dim of my money, my AC stop working on 7/13 i called them on 7/15 they sent a company to come fix it which they did two weeks later Ac stop working contacted about the issue, they sent the company back to look at the Ac that's when we where told i need a new compressor and i have to pay $1550 out of pocket why America home shield only pays $600 rip off, at first i was mad but i agree to pay the $1550. long story short all this happen three weeks ago up till this very date AMERICA HOME SHIELD WARRANTY COMPANY has yet to let me know or set up a date to install my AC and i keep telling them my wife is 8 months pregnant with three kids no AC for over three weeks this company has yet to help us . all they do is lie and put you on hold for hours they refuse to transfer me to a supervisor i am frustrated.

Awful, awful, awful experience! Just hire a company and deal with them yourself! They will deny for pre-existing conditions! I placed a claim for service for my air conditioning unit. I was told the unit had coverage. I paid a $100 service fee and the technician told me he tested the system for leaks. He said that the leak test came back inconclusive. He said that the Freon most likely leaked out of the evaporative coil and I would need another one. I waited 6 days, hadn’t heard anything so I called American Home Shield. They told me my claim was denied because this was a “pre-existing condition” for a defect or mechanical failure that I knew nothing about. She told me that this fell under “undetectable pre-existing conditions which are defects or mechanical failures” that could not have been detected by visual inspection. I told them I’ve used the air conditioner since I moved into the house in 2012 and I haven’t had a problem with it until this summer. It’s a 2006 unit - if this isn’t a case of normal wear and tear, I don’t know what is! She said that since it took time for it to leak out of the system it was a pre-existing condition. I told her that it’s not a defect because I’ve had the system since 2006. If it were this would’ve happened sooner than 13 years of use! She told me I could not appeal the decision as once a claim has been denied I do not have any recourse. That American Home Shield does not have an appeals process. She said my only recourse was small claims court.

After calling AHS immediately once our sewage water starting coming in the house through the walls and toilet, over four hours later we still have no service. AHS only has two plumbing vendors for our city and will not/would not get an outside vendor until after a four hour time period. A supervisor, Shawntel, stated that they would be calling additional vendors to get someone ASAP. I called back in the allotted time she stated and was told to call back in another two hours because they were still calling vendors to get someone out to our house for an emergency. At 8pm, after four hours of sewage water continually coming into our house, I called them back as told. Shawntel stated that they never called any other vendor and we could now call someone ourselves.

Now, my only option is to paid a vendor upfront and send them the bill. Which I am sure they will not pay or if they do, it will not be in a timely manner.

There is no reason to lie to a customer and make them wait four hours for nothing to be done in an emergency situation. I am disgusted and angered to the point of tears with this company.

Please DO NOT USE this company. Save your warranty money and put it towards home improvements.

TO AHS: Please do something to fix this problem within your company. You are very lacking in customer service and everything else.

Your extremely dissapointed customer,

Lauren K.

I have a service contract with American Home Shield to service plumbing, appliances, water heater, etc. for 5 yrs and paying $70 monthly for servicing and replacement of item if cannot be fixed. I have been trying to get service since June 6th on 2 faucets, 2 toilets, and the tub. 2 plumbing co's came out to diagnose, I've talked to about 20 people -I have thorough records of names, dates, times and conversations, escalations, promised refunds and call backs - STILL NOTHING! I want all of my money back because now 1 of the faucets is leaking and broken -they are not cooperating.

This is my second issue dealing with AHS where I have had to threaten a lawsuit against them. Same AC Unit again!!! On August 4th I called AHS to service my AC Unit. Several days later they sent contractor: SUMMER BREEZE HEATING & AIR COND, INC. from Dacula, GA to my home. On the first day they came it was raining so they could not do anything. The second time they came out the contractor pretended that he knew what was wrong, said he was ordering a part and they would call me back to schedule an appointment to fix my unit. After a few days I had to call them back to find out why there was a delay on the part. They schedule my appointment for me. Finally the part comes in and a third appointment is set up. On the day of the appointment we don't hear anything back from the company. Ten minutes before my appointment is to start I call them and the receptionist tells me that they are still on their way. The contractor who was supposed to come is running behind. Mind you, it is the dead heat of the summer. My house is 110 degrees inside and we have a non-working AC unit with a sick pet and irritable children. By this time, we are almost 8 days in with no working air. Twenty two minutes after the receptionist lied to me and told me they were still coming out, she calls me back and tells me that the contractor she sent out is new and does not think my issue is what he thought it was. In other words, he does not know what the heck is wrong. Are you kidding me? And they won't refund my money back even though they sent someone to my home who was clearly incompetent. We also had to pay someone else to fix our unit! Cost $17 bucks and was done in 30 minutes! I WANT MY MONEY BACK!! And I will go to great lengths to make sure I get it back!

Everytime I call I wait longer than 30 minutes to speak to a service rep. Cannot schedule on line because it cannot "find" my contract number. Sent a service tech out to fix washer and I had to take the morning off and pay $75.00 for him to tell me he cannot get one of the many parts it needs until October. That was Monday. Finally called Friday after not hearing anything. Waited on hold from 9:32 AM until 10:05 AM only to be told by Donna that they were working on it and would get back to me "maybe today or by Monday" I am so frustrated I could scream. Where is Mark J. Barry? He is listed as president. I will spread the news on social media regarding the terrible service.

Terrible. AHS sends technicians out to diagnose the problem. In our case AC. The technician tells us unit needs to be replaced, this is after four plus years of continuous problems. But AHS changes it and only wants to put a bandaid on the problem to save them money. Meanwhile we just spent nearly $500 in Freon. Technician even told us AHS puts pressure on them to repair at all costs even if it most likely is a temporary fix. This is how there companies are ranked with AHS. Not by customer satisfaction.

Horrible company. do not buy this warranty. You have to wait for hours on the phone to talk to anyone. I moved into this house six month ago. The air conditioner has broke three times. The first time we had to pay @$1400 out of pocket for a new compressor and for the refrigerant (AHS only pays $10 per pound toward that expense so we paid $90 per pound). come to find out average price for refrigerant is @$55 a pound. this leads me to believe that I was intentionally overcharged to cover the cost of the new compressor. This was in February. Come April AC is broke again. This time we went through a huge fiasco with the company they hired. One technician sad he would be here between 11 and 4p and he showed at around 8p. He couldn't fix the problem so he had to come back. The next day he lied and said he was at our home waiting on us. Turns out he never came to the house. When we complained to AHS we sat on the phone for hours and they would not answer our call. So here it is August in sunny Florida and AHS sent Air Zone to come fix my air conditioning I had to pay another $75.00 service call fee because it had been more than 90 days. That was yesterday August 6, 2015. The technician told me that they would have to order the part from York and left. I called this morning at 10:30 to make sure the part was ordered and was told that they would put the order on the person desk that orders parts. the technician called me @ 2:00 p. and said that the part might be in by 4:00p.m. but that he didn't want to get my hopes up. I get a call at 5:00 p.m. and the guy from air zone tells me the part won't be in until Tuesday August 11, 2015! I asked him how he had the part shipped and he avoided the question. Fnally, I get it out of him that they ordered it standard delivery. I tell him to overnight it and I will pay for the overnight delivery. But, because this guy waited until 5:00 pm to call me the York supplier was already closed. This is par for the course with AC folks that do warranty work for AHS. My recommendation: don't use AHS people. Oh by the way I am in florida with a family of five and it is 90 degrees inside. Feels like temperature outside is 106. If I had enough push I'd haul these people into court for nonfeasance. But, I don't have any push and like my granpap used to say "want in one hand and crap in the other and see which fills up first." Buyer beware DO NOT BUY A HOME WARRANTY FROM THIS COMPANY!!!