American Home Shield

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Home Warranties • American Home Shield • Buyers Home Warranty • Choice Home Warranty • First American Home Warranty • Home Warranty of America • National Home Protection • Nationwide Home Warranty • Old Republic --- • Home Warranties Not Always What They Seem • Old Republic Responds • Think Twice Before Buying an Extended Warranty --- • Home Warranties Not Always What They Seem

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.

Mary of Pollock Pines CA (06/28/08)
Moved into home Feb. 2008 The oven broke May 2008. AHS was called on May 25, 2008. They sent out a repair person who said he was unable to repair the range. AHS stated they would replace the oven. After many calls, they wanted to replace my 41 stove with a double oven with a 30 stove with a single oven. I tried to complain but was basically told to take it or leave it. After one month without a working appliance I was contacted and they would deliver my new oven on June 24. They delivered it to my front door! Refused to bring it in the house stating they were just a delivery service. My son brought it into the kitchen. It is plumbed for natural gas. We have propane.

Another call to AHS and told they would contact a service co. to come out and hook up the stove. Service person came to my home after waiting 4 hours and he was unable to hook-up because there was no convertion kit. I told him that is what I had told AHS when I called them. Now on June 27, 2008 a month after the initial contact, I contacted AHS and told them again my frustration and was told thing like this happen. I'm now over 1 month without stove/oven. I would like to cook for my family. I have waited over 10 hours added together for sservice/transport people and I still do not have a working oven. I do have an 11 gap where my old oven was. What a disaster! I should have just bought a new oven and it would have been delivered to my home the next day from our local sears, and I wouldn't have this frustration.

As above, also my time involved in calls, waiting and frustration. My new kitchen looks really incomplete with an 11 gap where the other oven use to be. I work nights as a Hospice Nurse and having to deal with this on my sleeping time is even more frustrating.

Jeanine Wolf of Deleon, TX June 25, 2008

Jeanine of Deleon TX (06/25/08)
We paid 427.00 when we purchased our home for a warranty on our appliances, central heat/air and well pump. When the ac stopped working, we called and they had someone out that very day. We were told it would take 2 days to get the parts...that was almost 4 weeks ago. The repairman tells us one thing--Day Star Electrical and Appliance -Stephenville, Texas...and AHS tells us something else--it is just a bunch of finger pointing.

We called Trane, the manufacturer of our heatpump and they said the part is a standard part--in stock--only 2 hours from here.... Who is Lying--don't know, probably both of them. By the way..DayStar is pushing to have a new internal unit put in by a different manufacturer. Why would we want a low end model when we have a high end model...just because it is new?

I have no a/c in my house. I live in Texas and it is June/July. My husband and I are off during the summer with the kids (school teachers). My son is a severe asthmatic and we have our windows open --yes, we live in the middle of nowhere and dust and pollen and spores just pore in the windows. His medication is expensive and we have had to increase it. He is beginning to sneeze and have a runny nose- an indicator of a downhill turn... I guess they won't pay for a visit to the pulmonologist will they...

We have a house to sell in another town. Since we have been told...next day..next day...next day..next day...next day..next day...we have not been able to go get it ready to sell (paint, clean, list, etc...) nor have we been able to finish moving. Unpacking is a nightmare IT IS TOO HOT! If we go somewhere else to stay, we would have to move all of our livestock too. They have to be fed and watered daily. We are at the end of our rope and all daystar can do is point the finger at AHS and they point the finger at Day Star.

Esther Murillo of San Antonio, TX June 24, 2008

Esther of San Antonio TX (06/24/08)
On June 24, 2008 at 10:37, I made a call to cancel my service call. I then asked Sam to transfer me to a supervisor and he refused. I continued to request a supervisor for at least ten minutes and he steadfastly refused. I told him I would make an executive complaint and he advised me to make all the executive complaints that I wanted but he still would not let me speak to a supervisor.

I then called from my cell phone and spoke to Jennifer who immediately transferred me to LaTanya a supervisor. By then, I was so irate that my husband told me not to renew my contract. Working in customer service for over twenty-five years, I know that Sam? service is not acceptable. A customer service rep are the ones that win or lose a customer. I have always recommended American Home Shield to my friends but after this encounter, I will not. This experience has left a very bad impression and leads me to think that the company has no respect for its customers.

Nigel Brown of Taylors, SC June 24, 2008

Nigel of Taylors SC (06/24/08)
Well reading through all the comments regarding AHS, it appears to me that they have a common theme; not covered, incorrectly installed, repair/replace denied. My A/C has been out for three weeks here in SC and all the above has been stated to me. I have been calling them every day for three weeks to no avail. AHS is a scam and I will be canceling my coverage and contacting the Better Business Bureau about these con artists.

Angela Gensel of Florence, SC June 23, 2008

Angela of Florence, SC (06/23/08)
A/c broke on 6/4/08. We put in a service call to AHS and the a/c company was sent out fairly quickly. The service tech stated that the coils were cleaned and that he put some freon in the unit and that everything should be ok. Well about 2-3 hours later it was not working again. So the a/c company was called back. Now it was something different and it was the same excuse for the next 3 days.

That Saturday, 6/7 the on call tech came out and said that it was a certain part and that they needed to find that part, replace it, and the a/c would work fine. Well he cut that part out of our a/c and then could not find the part anywhere. He put the request in to AHS to find the part. They were not successful after a week of looking, so now they have decided to replace the unit outside and the air handler in the attic.

We have been waiting for both of these since last week to come in. We have called AHS and the A/c company everyday except for on the weekends to see when they expect the parts to be in or what is next. Should I have to be the one calling them? I think they should call us w/ updates. Their contract states that they guarantee satisfaction. What a laugh!!

Pete of Fatetteville, NC June 23, 2008

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