American Home Shield

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Home Warranties • National Home Protection Settles New York Suit • Home Warranties Not Always What They Seem • Think Twice Before Buying an Extended Warranty --- • More about Home Warranties

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.

Colin of San Antonio, TX (07/02/08)
We have had a plumbing problem since we moved in. The upstairs toilets would get clogged and it would leak into our pantry and sometimes kitchen. It required over nine visits from 3 companies, each time of course, we were charged the sixty dollar service fee. The plumbers used short term fixes (closed auger and hydrojet) to accomplish a short term resoultion to the problem. The pipes would then clog again approximately 30 -60 days later (every time!).

We finally had an honest plumber who came in today. He told us they (a previous AHS plumber) had installed the cheapest toilets and that we needed new toilets that would have a good flush (with force behind it, not simply relying on gravity). We also needed raised phlanges with the tile (which we had previously paid on our own dime 375 to a prior AHS plumber!).

He then contacted AHS and began to tell them what the problem was. When the AHS rep realized that he was speaking in to them in front of my wife (every other plumber would leave the house when calling AHS for authorization), they told him to leave and they were not approving anything at that point.

I spoke to over 4 different representatives from AHS and many supervisors. This is where the last supervisor left it, "Well, I really don't know what the problem is. You'll need to have Ray (the owner of the company our honest plumber works for), come out there and look at it and then get back to me".

I'm a soldier in the Army. I lost half a day dealing with AHS and have lost hundreds of dollars.

Lillian Seagren of Sierra Vista, AZ July 2, 2008

Lillian of Sierra Vista, AZ (07/02/08)
I've been an AHS customer for 12 years. I have not abused the system and have USUALLY had good service (sometimes after several calls and begging for supervisory assistance which is 99.9% refused).

This time in asking for service on my pool filter it's been a flat NO. My primary pool technician (12 yrs of service), and the AHS contractor who works for AHS have called and basically pleaded with AHS that the equipment is faulty, is so old that no replacement parts are available to service, they would not be surprised if the metal filter tank blew up and caused great damage, etc. etc. etc. I'm at wits end at what to do.

I use the policy premium as the price I pay for not having a man around the house (big smile). Also, I live in a small town, and they will only use one technician to handle all the services--can't get a second opinion. The other pool companies in town have refused to do business w/AHS.

Jerry A. of Jacksonville, AR July 2, 2008

Jerry of Jacksonville AR (07/02/08)
In July 2004, an a/c repair contractor was dispatched by AHS to my home, to repair my a/c unit. I voiced concerns to AHS then about the poor quality of work performed by this contractor. The Arkansas Dept. of Health, Mr. Mickey English, HVAC Specialist, was summoned to my home. Mr. English determined the unit was not repaired to code. After numerous requests, American Home Shield and/or the contractor never returned to complete this 2004 repair. I cancelled contract after this incident.

Later, AHS Sales Marketing contacted me about improved customer service and better coverage on home repairs. I decided to give AHS the benefit of doubt; I took out a new contract. I was assigned two contract numbers. I took out this policy because I am a disabled veteran. I am unable to perform these repairs myself. I requested a service call from AHS on June 29th, 2008. Under dispatch #, the contractor came to the house, inspected and perforated the duct work by about 2 feet. There is currently a 10 ft section of duct work detached from the foundation, laying on the ground, and corroded. This is the area the previous questionable contractor had worked on in July 2004; when they replaced the coils. The contractors actions further compromised the integrity of my sealed a/c duct; subjecting my family to health hazards due to air borne contaminants. The contractor stated it will be at least a couple of weeks before I could return.

Based on a poor referral from the contractor, yet another unqualified contractor, AHS has denied this claim. I am requesting that my contract be cancelled effective immediately. If AHS had sent a representative to the home in 2004, this poor repair job could have been detected; preventing this corrosive damage. I put a stop payment on the check I issued the contractor. Based on poor customer relations, I think American Home Shield is obligated for this payment of 55.00. Ill have a reputable company come to perform the damage repairs. I can't understand why the Arkansas State Attorney Generals office doesn't intevene to protect its residents from this scam. California has filed a class action lawsuit.

My family is subjected to a health hazards due to air borne contaminants being pushed through the damaged duct work. My 6 year old son has to take weekly allegy shots, and doesn't need this type of exposure.

Jerry A Johnson of Jacksonville, AR July 2, 2008

Jerry of Jacksonville, AR (07/02/08)
In July 2004, I submitted a claim for a/c service from AHS. It was determined later by an Arkansas Dept. of Health enforcement code Officer that the unit was not repaired to code standards. After numerous attempts to have AHS arbitrate on my behalf, I've yet to hear back from AHS or the sub-standard Contractor. I don't have satisfaction guaranteed or my money back as promised by AHS.

As a disabled veteran, I am unable to physically perform these repairs. Reluctantly, I was willing to give AHS a second chance and the benefit of doubt. Afterall, the AHS sales pitch was we have expanded our coverage and improved our service. Being vulnerable, I renewed my contract with them a second time. July 2008, I again requested a/c and was sent yet another substandard contractor to assessment to my a/c unit. During the 2004 failed attempted to repair my unit, the duct work as left unsecured and laying on the ground under my house. The duct work has since corroded. During the visit, the new contractor perforated the duct work, leaving a two foot gap. Refusing to perform temporary repairs, he left saying it would be at least two weeks before he could return to perform the final repairs.

Later that evening, I was notified by AHS the claim was denied. They reason stated was "The duct work wasn't properly installed". I reminded them this defect was a result of the poor quality of work I received from their contractor in 2004. If AHS had sent a representative to my house in 2004, to validate my claims, the corroded duct work would not exist under my house today.

I am having problems finding another A/C company willing to perform the repairs. 

Catherine of Thornton, CO June 30, 2008

Catherine of Thornton, CO (06/30/08)
I received a brochure for American Home Shield (AHS) through my mortgage company. The brochure got my attention because it promised homeowner's insurance coverage for all appliances regardless of age, make or model. My furnace and central a/c units are original to the 30-year-old house, so I was intrigued by a company that promised to cover appliances and units of that age.

I phoned the AHS representative and specifically emphasized to them that while the furnace/air-conditioner were both functioning well, they were old and could need servicing at any time. The representative assured me that this was no problem and that the age of the units was not an issue. I enrolled in their plan and paid the first monthly premium.

Shortly after enrollment, my a/c compresser began to make odd noises and I phoned AHS to ask for a service call. There was no indication that there might be a problem with coverage, and they assigned a local a/c company to make the call. The serviceman arrived on time and was hugely informative, telling me that the compressor was dirty, a condition that had lead to excess wear on the motor, which he recommended be replaced. He indicated that he would have to phone AHS to gain approval to do the work, under their warranty. He said, however, that I should not be surprised if they turn you down because your policy is so new.

Though the policy states that a/c units are not covered for the first 30 days of the policy, I was not told this when I had my lenghty initiatl discussion with the representative, nor during the call to request service. In fact, I was not aware of it when I made the service call because the policy only arrived the day after that call. At no time when I phoned AHS to ask for a service call was I asked the date of my contract, or advised that the a/c would not be covered.


I told the serviceman to make the necessary repairs to the unit, and that I would pay for it myself and deal with AHS later. When I spoke later in the day to the AHS rep, the issue of the newness of the policy was never raised. Instead, they indicated that the lack of previous cleaning/service of the unit indicated that the motor was a problem long before I bought the policy and was, therefore, considered a pre-existing condition that was not covered. Again, these limitations were never brought to my attention when I had the lenghthy first discussion with the AHS representative. Had they been, I would not have bought the policy.

The repairman cleaned the unit and replaced the motor, at my expense. Before he left, I asked him if he'd seen this sort of situation before (refusal by AHS to pay a claim), and he smiled and said, yes, all the time.

Mary Spidell of Pollock Pines, CA June 28, 2008

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