American Home Shield

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It seems like a good idea -- prepaid home maintenance, basically a service contract or extended warranty on your house.

The AHS booklet states, "Commitment to your total satisfaction"� "That's why we back every job we do with the unique money-back guarantee shown on the back of your home warranty" ... "AHS guarantees that all approved covered service repairs will be completed to your satisfaction. If for any reason you are not satisfied with that service received, we will work with you until you are satisfied or we will refund the trade service fee."

Unfortunately, consumers tell us it often doesn't work out that way, as David Wood reports in his report, . The complaints to the right break it all down into neat little categories ... whereas those below sort of sum it up.

Misty of Athens, TX July 2, 2009

In 2004 my condensor wasreplaced on the outside of the house for mt A/C, then in 2007 my inside unit was replaced as well. Since 2004, I have contacted AHS with more A/C problems,my unit runs 24/7 and my light bills are up to 500.00 in the summertime. This summer they finally send a reputable company out to address my rearly complaints of something is wrong with my unit! Cometo find out in 2004, they replaced my old unit with a 2.5 ton unit, my house is 1.636 sg. ft. and in 2007 my inside unit was replaced with a 3.5 ton.

So, to make a long story short, AHS will not correct this mistake that they authorized their contractors to make. So in short, they approved a 2.5 ton unit to run with a 3.5 ton unit and now they won't fix the problem. They also acknowledge that after running 24/7 it will burn up and they will not be liable for those repairs because of the mix-matched units that THEY authorized. I'm confused on how any of this is my fault?

Thomas of CINCINNATI, OH July 1, 2009

AHS is a complete fraud. I'm in the middle of a fight with them to try to get service on my central air conditioner. The fan bearings are out on the motor. They sent one set of clowns over to check it out but they wouldn't return calls after the diagnosis. The second person they called didn't call at all for two days. The third person they're sending.. well.. we'll see.

My first call to AHS a few months ago was about a plumbing leak. They refused to cover that. I'm definitely NOT renewing, and there will be no "home warranty" after this.

gloria of fayetteville, GA June 30, 2009

ahs send Appliance Comfort Air to replace my compressor in my air condition. The technican remove label off my fusebox. AHSwould not pay to have them replace. Also the company did not replace the labels they remove. AHS IS BAD About returning phone calls

Emerito of Colorado Springs, CO June 30, 2009

We called the AHS for service call because our kitchen faucet had a leak and they sent us the BullsEye Sewer & Drain Repair to fix our kitchen faucet and late that evening they call us and they said that they can not come because they are on another job site, rescheduled by next day. The next day, they came around 0900 hours and fixed the faucet leakage and present us the repair bill for 110.00 and they wrote the repair and replace broken cartridge to kitchen sink faucet is not covered by the AHS. He did not mention before he started the job only after he finished.

deborah of LAS VEGAS, NV June 11, 2009

I purchased a home warranty from them and have one for many years with them on my home.They sent out southwest pools to fix a leaking filter on my pool which I pay additional on the policy to cover. When they left the leak became a flood and said it was not proper maintenance. I pay a pool company that comes weekly to clean and maintain the pool. they clean the filters and check chemical etc.

The sent Platinum Pools out for a second opinion who then told them the crack was from pressure and the filter had the original cartridge from 10 years ago. First a Debra in customers service said they would replace the housing but not the filters and then today the chose not to authorize any repair on the filter. The cartridges were not the original O.E.M ones by hayward but aftermarket ones by eurocell so once again their repair company lied.

They made me chase them for two weeks that the pool could not be run in the heat of Las Vegas. Their computers were down, you could never talk to the same person twice when you call and I pay for a warrantee that they chose not to replace any expensive item. If it is an inexpensive item the authorize it right away.

I also had an issue with a microwave that is 3 years old that has an installation trim kit by Jenn Air and the tech they sent out stripped the screws and could not reremove the panel to access the microwave the second time to complete the repair because he stripped the screws it became my responsibility to get the manufacturers trim kit off. I am awaiting for their repair person to put in the new part. They use inferior techs and accept no responsibility for damages they create. I paid 850.00 to replace the filter unit

adolfo of grand prairie, TX June 23, 2009

I have had AHS since aproximately August of 2001. I have had problems with the range cook, I called AHS and they send a differnt company, and they only fixed the wires, and they never fixed the main problem. The oven on the appliance was falling down, and I explained to the AHS and they told me, only until the technitian say that the unit with the problem needs to be replaced. (However the technitian is'nt going to say that because they loose the contract with AHS).

I was in the same situation until 2008 I prefered to buy my own range cook. Almost at the end of 2006, the bathroom of the master bed room, started linking. Till this day June 22, 2009 at zero hours they haven't fixed it. They say that AHS doesnt cover it, because the coupling was welled in an incorrect form. (HELLO)Then why am I paying the warranty policy. If nothing happened to the Articles or the different issues that AHS covers, they there would be not point in paying.

Wensday June 17 at 11am my AC unit stopped working. And i called AHS, requesting to fix the problem,and they send Holland AC technitian. He said, that the compresser had to be change. He told AHS so they could order the part, and they never did. On friday 19 i called AHS, and they told me that i should call Holland AC. So they can pick the part up. The supply store told Holland AC, that about 5 minutes ago had barely called AHS so they could order the part. And those 6 days the temperature was over 100 degrees.

I have a little girl of 4yrs,i also told AHS, however they did not care. They only want is to collect money, and avoid the responsibility. I went to Home Depot and payed 287.00 around there, for a Window unit. Today June 22, Holland AC came to my house and fixed the problem. I had already payed my 60.00 deductable. Plus, 100.00 for the disposal, and today AHS asked me for another 100.00 and AHS really couldnt explain why they tried to collect more money. AHS is a fraud and i will look for another warranty company for my home. The thing that most frustrats me is that eventhought were paying i have to pay someone else to come and fix my bathroom.

Donna of Jacksonville, FL June 19, 2009

Called on Feb 24,2009. Water heater leaking. AHS called a plumber to come out 2 days later. I had to make sure someone was home to let the reparman in. My son who is 23 was home. I made a check out for 60.00 for the service call. The repairman came out said I did not have a leak, and left. Never gave my son a recipt of the service call, nor did he take the check. I called back AHS, to find out what was going on. I still have a leak. They applied for another service call, and 2 days later the same man showed, and said I did not have a leak, and just left, I thought he was going to his truck to make a phone call to the company, and find out what he should do. Without saying anything he just left.

I called AHS back, and said my water heater was still leaking. I called a plumber myself, and they came out, I paid 85.00. This plumber said I had a leak, and the heater needs to be replaced. I called AHS again, and had them to send another plumber out. This was within a weeks time. What would I have done had the heater been in the attic? Florida Home came out, and said I have a leak. They replaced the heater, and I called AHS, to ask about the drip pan, and they said if it is broken to replace it.

I ended up paying Florida Home an additional 300.00. This was for 200.00 to bring the water heater up to code, and 100.00 for building permit. Give me a break. Drip pan was broken, and they wanted me to pay an additional 100.00 for the pan. I now have a hold on my AHS account, and cannot use it. I cannot believe that AHS can get away with treating their clients like this. I have continually had problems with AHS not complying with the warranty work. I had to fight with them about my air conditioner too.

Every time I have to have any work done, I always have to bring in another contractor to get them to do any of my home repairs!, and when they do, they seem to argue with me the entire time. This company should be put out of buisness. The stress they put on the homeowner on top of the issue at hand is hard to comprehend. They get paid 800.00 a year, plus 60.00 every service call.

Cynthia of Alexandria, VA June 26, 2009

Had warranty contract with American Home Shield for 2 years and NEVER had to use the service. However, in preparation for a military move, we sold our home in June 2009 and I cancelled the service giving 30 days notice. I was expecting a credit back for almost an entire month that we had not used based on my conversation with the AHS representative. Instead, they provided me a 1.80 credit, and when I called to inquire, they rudely explained that I was being charged a 35.00 processing fee for cancelling prior to my July 4 contract renewal date.

Coincidentally, when I called to give notice of cancellation, the AHS representative advised that I would be receiving a refund for most of the month of June, and it would be applied back to my credit card. And in section K of the contract, it clearly states that the contract can be cancelled upon mutual agreement of AHS and the contract holder. We had a mutual agreement!!

Robert of Punta Gorda, FL June 26, 2009

I signed up with AHS 10 months ago. In early June, my air conditioner went out. After filing a request for service, I found your website. I became convinced I was in for a miserable experience. It sure started that way. The company they assigned to do the work didn't call to set up an appointment as they were supposed to. I finally had to call AHS back. They got the company on the line and we scheduled the service.

The employee examined the compressor and confirmed at had to be replaced. I was surprised to get a call from AHS within an hour saying they would pay for the job, but noting that I had to pay to have the broken unit taken away. One again the air conditioning company was horrible to deal with, delaying the repair nearly two weeks, as temperatures stayed over 90-degrees. And once again, I had to rely on AHS to get them to set an appointment.

The compressor was replaced yeaterday. I had paid a 60 service fee when the problem was diagnosed. There was no charge for the replacement, which took over five hours. I was charged 75 to dispose of the old compressor. So far, so good. I have lots of complaints about the A/C company, but I have to say that AHS held up their end of the bargain. I figure the replacement saved me about three years of premium costs for the warranty.

Cathy of Edmundson, MO June 26, 2009

I purchased a home on May 26th with a home warranty. I have had to call for service on my air conditioner 3 times in 3 weeks. Each time they come out, they put a “band-aid” on it. The first technician wouldn’t come back; the second technician wasn’t real confident, said he never saw anything like that before. He worked on it for 2-1/2 hours and thought he fixed it! Another band aid.

I called last night at 4:30 pm as it was 86 degrees in my home; I stated it was an emergency (an emergency because it’s 97 degrees with a heat index of over 100; I am 62 years old and I’ve had 3 mini-strokes). Their emergency policy is 24 hours (can you believe that!!). They never called back. I called this morning and they gave me a name of a contractor they said they called. I called him, he never heard of me and said that at the earliest sometime tomorrow afternoon because he was swamped.

I called American Home Service again and told them that (after a return call, he said he received a fax) they said “we have a 24 hour turnaround time on emergencies”, I said “yes, that means today” they said “no”, 24 hours from the time the contractor got the ticket. Apparently if they called someone last night, no one bothered and that’s considered a 24 hour time span. Today the second contractor gets another 24 hours and if he can’t do it, ANOTHER CONTRACTOR, another 24 hours! How many 24 hour periods do they get!

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