American Home Shield Home Warranty

This company is the worse when you really need them. I was introduced to this company back in 1999 when I purchased a home. They were great then and I told several people about them. However, I didn't use them a lot, but they were always there when I needed them.

Fast forward to 5 years ago. I purchased another home and didn't think twice about selecting them again. For 4 years, I hardly used them, but now that I need them I really see what type of company they have become. It took them several months to replace my stove top. I call.

I've been with this company for five years and have two properties with them. Recently they have really and truly become impossible to deal with.

I submitted a request for someone to come out and fix my hot water heater on 11/02/2020. I was assigned a contractor that never called me and has never responded to any of my phone calls.

I've contacted AHS over 8 times via phone to either try and cancel the request or to try and get another contractor. They never never called me back, even though they always promise you they will return the call.

They refuse to let me cancel the service call even though nothing has been done. They also aren't letting me cancel my policy. I honestly have no idea what to do. The company really and truly is a scam. You always get someone different when you call. There is no responsibility at all.

This company is a complete scam. They sent a "plumber" to my house and charged me $100.00. The contractor (water works company, in northern California) was rude, unprofessional and a liar.

He said that fixing the stoppage on my sink was not going to be covered because it did not have a p-trap. I had to go online and google what a p-trap looked like in order to find out he was making stuff up. My sink DID have a p-trap and the stoppage was covered under my plan.

I fought for hours on the phone with their representatives in the Philippines and they always sided with the contractor. In the end they said that they were going to give me my $100.00 back but that was a lie too. I have been waiting over 2 weeks and nothing.

I then decided to cancel the contract and they had the audacity to charge me a cancellation fee of $49.99 and will not pro-rate my last payment. Do not sign up with this company. They will steal your money.

I’ve had a contract with AHS for 15 years on two houses. They have gone from mediocre to terrible. The hold time for a representative is from 1 hour to 2 hours. Then the representative speaks broken English and is rude and speaks while the customer is speaking.

They put you on hold and refuse to let you talk to a supervisor. Then after 2 hours on the phone, they “drop” the call and do not call you back. So you start all over again. Then they are totally unreasonable about what they won’t cover.

If you are fortunate enough to get a technician/repairman who actually knows how to talk to them and will not back down about what is or should be covered, ask for that company the next time you need service on that system.

I spent over 8 hours total on the phone with them over a $150 ceiling fan that they refused to cover. Talking to them turns me into someone I don’t want to be.

My husband says for me to just cancel the contract. Have you ever tried to cancel their contract? You need an attorney to cancel. My advice - JUST DON’T!!!!

American Home Shield is a very poor company to be with. Pay $47.99 every month and pay for a service call to get someone come out to your home is $125.

And then when you do get the contractors to come out they don't do the job correctly so American Home Shield I've been calling them ever since June to get the company back out here to my home to fix my AC unit and left message and email also.

They're not answering any of the messages at all so finally here just the other day which was August 6th a 2020 I had a new customer to come out and they did not wants to do the job that the first contractor did which is A1 construction service out of Greer South Carolina.

And I don't blame her so I called back and told American Home Shield what was my problem and don't you know they sent a email back to A1 construction company and they call and they still not answering their messages.

And I told them, "Why y'all still begging them for their business? Get rid of them because they're no good. Then making your company go down" and I myself been wanting my air condition fix and they put you on the phone forever and forever.

Then when they get on the phone you do not understand their English and I am really really pissed off and upset about how I've been treated as a customer with American Home Shield and they want me to write their customer service holiday Wars.

To me it's not customer service that doing. It is American Home Shield and I don't fault the customer service. I fault American Home Shield because they're not doing nothing about it so today Imma call them again and see how they keep me on the phone.

I'll get me a clear English person on the phone. I just don't understand this company any and if y'all go with American Home Shield please ask them who are they sending out to your home and I've been with them since 2015.

Also they wants to give me $75 back on to my account because of my position I'm in with air conditioning and I told them, "You ought to give me my money back all $195 that I paid for freon from A1 construction service in Greer South Carolina."

I advise no one to get a contract with American home shield. They will change your payments because I had a friend ran into some problems and she want to change her due date and they wouldn't unless they pay the money up front or head I'm 2 months.

And I told her that is ridiculous advise no one please no one. And last I told them to stop begging that same company to come by. Get someone else please or get rid of them.

Horrible company. The customer service is a joke. Can't get through with a phone call, on hold for 3 hours, then hung up on. The reps are rude and have no idea how to help you. Very few actually speak English.

They hire F rated, through the BBB, contractors that don't know what they are doing, put in used or defective parts, and leave you hanging. My oven has been under repair for 7 months and it's still not fixed. They take your money, but you get nothing in return.

Totally disappointed! Both washer and refrigerator were worked on, neither work properly. Washer is making a loud noise and refrigerator is leaking water.

A company by the name of Express was sent to repair both, very poor service. I cancelled the service. AHS took my monthly payment but when I needed the repairs, they failed me.

American Home Shield is not a reliable Insurance company, they are not responding to customers complaints, and their service is one of the worst anyone can experience.

The company and customers care are located in the Philippines even though they advertise to be in the U.S.A.

Their service people are the worst, they send a Technician for the microwave, he said it needed a new door, it was ordered and then a different technician came to install it, and he couldn't. Then he said we needed to replace the microwave.

The technician was supposed to be from Sears, but it was from A&E company services. After their visit to my home, they never submitted a report back to AHS and after several more phones call to American Home, they said, someone will call me from contractor relations.

Lousy technicians!! And lousy customer service.!! I have been dealing with a microwave repair for over a month and no-one is resolving anything. I would not pay for this insurance company, it is trash!!!

I ordinarily do not buy insurance because I understand that insurance companies win ONLY if I lose, so they are predisposed to find ways to make me lose. But when I bought a new house, the previous owner purchased an AHS policy on my behalf.

My experience with AHS started out reasonably well. They arranged to have a decent plumber come out and fix a few low-cost leaky faucets on various occasions, relatively quickly, with no hitches. Then my central heating system malfunctioned.

On 3/5/2020 I put in a service request. An HVAC tech came out that day, and told me the “zone controller” needed to be replaced. On 3/8 I got a call from a different HVAC tech from a different company asking to set up an appointment. I asked the new guy what happened to my original tech, and he said he didn’t know… but he suspected that Tech #1 decided he didn’t want to do the work (for whatever reason).

So Tech #2 came out on 3/8, and diagnosed the following: 1) Jackson zone retrofit kit to static pressure zone board, discharge sensors and static pressure sensors. 2) Retrofit zone dampers to Jackson static pressure modulating system. This was Greek to me, but the bottom line is that the fix would cost $2,000. So I waited for AHS to approve the work… and waited… and waited… and then waited some more, until 3/21—16 days later!

All this time, the status indicator on the AHS website read “Pending Approval”. When I couldn’t take it any longer, I called AHS and was told my claim had been denied. The first-level customer service representative told me my contract did not cover “zone systems”, referring me to Section F1 that presents a list of “Covered” items and a list of “Not Covered” items.

That Section does not use the term “zone system” anywhere, so my zone system was neither explicitly covered nor excluded. So, I asked to speak with the Supervisor. The supervisor agreed with me that the terms “zone” and “zone system” are nowhere to be found in the contract, and suggested that Section A2 would then apply, which reads: “Your Agreement with AHS includes only specified coverage for the systems and components STATED AS COVERED.”

Since my “zone system” was not stated as covered, it was not covered. I then explained that I know nothing about “zone systems”, only that my central heating system was explicitly covered in the “Covered Items” section of my contract. The Supervisor then transferred me to the Manager. The Manager was shocked to learn that my service request had been pending for 16 days and stated that someone from AHS “should have told me about the claim denial sooner”.

I agreed, and suggested that here was his opportunity to make it up to me. He said he could not do that, because I have a “zone system”. Aw geez, that word again… I still don’t know what it means, other than AHS won’t fix it, and I still have no heat. I stated that it sure sounded like he was trying to wiggle out of his responsibility on a technicality, and he agreed… but didn’t change his mind.

Instead, he waived the $75 service call copay for me. You can imagine how unimpressed I was at that offer. So after 16 days and 2.5 hours on the phone, I came up with bupkiss. I had to arrange and pay for the service from Tech #2 all by myself.

My impression of insurance companies has only been reinforced… they WIN only if I LOSE, and sure enough, AHS found a way to make me lose. The only thing I can do about it is to ignore the “Renew Now” button on my AHS account webpage, and write this review in the hope that others may be spared. Sigh.