American Home Shield Water Heaters

Consumer Complaints & Reviews

maritess of salinas, CA on Dec. 17, 2011

Satisfaction Rating: 1/5

I have placed a service request on 11/21/2011 since I noticed that the water was not hot enough. Not being familiar with the problem on water heater and based on what I could simply hear from the equipment, I mentioned a noise. The technician came but he didn't have any tools or even tester to check how the water heater is working. When I came back from my trip after more than a week, on 11/30/11, I have noticed that nothing actually changed but didn't bother to call until no hot water came out anymore.

I have requested for another service appointment on 12/14 and made sure that I was there to see what the technician will do but just the same, no tools. The technician simply ignited the equipment and left. He worked less than an hour and after that no hot water again until today 12/17. I made 2 more requests and I was told that the latest would be 12/19. I don't see the guarantee of peace of mind that they spoke about when I signed up. It was just one phone call and no hassle but it's winter and just imagine how hard it is not to have hot water.

Susan of Atlanta, GA on Dec. 1, 2011

Satisfaction Rating: 1/5

I've been an American Home Shield customer for years. The reason for having a home warranty was to avoid outrageous repair fees. My water heater started leaking, I placed a work order for the repair. To make a long story short, I'm out of pocket $1,500.00 due to "contract" disputes. Please rethink getting a home warranty.

N. of aurora, IL on Oct. 10, 2011

Satisfaction Rating: 1/5

The water heater started leaking on a Friday night and we had to shut off the main water supply. Otherwise, there would have been water all over the first floor of the house. I called AHS and they said that they cannot find anyone on their list to come in that night. We may not get anybody to come in until Monday, but hoping that the company they left message to will call us back Saturday.

I called AHS back on Saturday morning, after not hearing back from anyone, and beg to get someone to do something because we had no running water. Some "dude" came in (he looked like someone you would not let into your house) and he said that the only thing he can do at that point is to get the cold water running so at least we have running water at home.

AHS said that the water heater will be installed Monday. I called the company first thing Monday and was told that we are not on their service schedule for today. I called AHS and I was told that since it happened over the weekend, paper works needed to be done. They are just getting the service order started and most likely, the water heater will be installed tomorrow, Tuesday afternoon!

David of Cypress, TX on Sept. 19, 2011

Satisfaction Rating: 1/5

I called in a trouble work order on Thursday night and gave a description of my Bosch tankless water heater system that had stopped producing hot water. I was told that I would receive a call on Friday morning to schedule a service call. Quality Heat, A/C, and Plumbing called me at 4:50 p.m. on Friday to schedule my service and said that they were too busy to call me earlier. My wife stayed home from work on Monday for the service call.

The plumber called me when he was en route (he was eating and had a mouth full of food while he was talking to me). We discussed that I had a Bosch tankless water heater system with a dual unit. He seemed very familiar with the unit and said that he didn't like Bosch and he was going to put in a new unit. This was before he even arrived at the house to have it inspected.

When he did arrive at the house, he looked at the Bosch tankless water heater for 30 seconds, and then came down and told my wife that there was nothing he could do as he was not qualified to work on tankless water heaters. I called AHS and they said that they were sending out Lindsey Co. to take care of it. I asked if they would upgrade the ticket to urgent due to sending out the wrong company to resolve the issue the first time. The dispatcher replied, "Yes, Mr. **. We have marked your ticket as urgent."

I hung up and called Lindsey Co. They said that they could come out on Tuesday. I asked if the ticket was marked urgent and they said no, but they would call the dispatcher. When they called the dispatcher, they were told that a 'no hot water ticket' could not be marked as urgent. I was shocked that the dispatcher would have lied to me like that.

George of San Antonio, TX on Sept. 12, 2011

Satisfaction Rating: 1/5

The hot water heater inside the tank ruptured. The services offered weren't adequate enough and response time of the contractor was not either. It was an emergency situation but was not for AHS or their contractors. This is not the first time in 20 years that I have had problems with them and their slow services.

I ended up paying $1,016.00 for repairs on my own. Because of a contract clause, they could not and would not budge and try assisting me in some return. To put it bluntly, they suck.

Srao of Plano, TX on Sept. 2, 2011

Satisfaction Rating: 1/5

I have had two water heaters replaced by them (the technician was from Star Home comfort in Dallas). In one case, we paid $600 out of pocket and in the other case we paid $800 out of pocket. They said that $550 was for code upgrades although on Star Home comfort's website, they say that the code upgrade is guaranteed to be not more than $150. When I asked the technician why we are paying $550, he said that the rates were different for warranty customers. I can understand some difference, but more than triple the cost?

We understand that the there was no permit for the second water heater filed. I called our county for an inspection date and realized that no permit was filed. This is a violation. We are still waiting to see how long Star will take to contact us regarding this. We'll take up the matter at that time. Also, we have had a/c repair jobs almost every year. They would make us spend $500 or so out of pocket for some upgrades every year and do patch up jobs. Finally, last year, when they said that we have to spend $900 for a unit, we declined as we did not want one more patch up job. The evaporator coil was leaking but they refused to fix it. We have decided to change out the a/c units on our own. We asked for a cash out and they offered $400.

Our dishwasher was busted and they gave us a cash out of $100. The new dishwasher was $900, which we bought out of pocket. We are still fighting for the $100 claim from AHS. They have taken our money for 11 years. I think they push the customers out after 10-15 years. That way, they can keep the money before the claims start coming in, or somehow, they'll claim that it is an upgrade and make you pay. AHS has been the most frustrating experience, along with Terminix Termite protection being a close second. However, I hang on to it and AHS thrives on! Thanks to a few dumb customers like us! I was also told by them that they do not need our business and to feel free to cancel it when I told them I have outstanding claims that I have been fighting over.

Richard of Las Vegas, NV on Jan. 17, 2006

Our water heater went out because the main valve would not open. We had to pay $40 THREE times for their "wonderful" servicemen to come out and say: "sorry, not covered". I think anyone who buys a house and sees AHS on the contract should think again.

Damages: two weeks in the condo and $1500 in unexpected charges, plus $120 to AHS for service calls!

Cory of Wichita Falls, TX on April 29, 2003

We noticed a leak under our hot water heater on a Monday Night. I called the 24-hr. number for service from American Home Shield to get a plumbing technician out to look at my house. The appointment was supposed to be for Tuesday. I get a call from Heritage Plumbing of Wichita Falls on Wednesday Morning. He sends two so-called plumbers to my house around nine.
This one guy gets on his belly and looks at the PVC Drain Pipe and sees the crack and says, "You got a leak right there." And I'm thinking yeah, that's why I called you. He mumbled something about chipping concrete and says," I've got to turn in a material work order to AHS and when they approve it, we'll come out today and fix it." Well, no one comes back or calls. I call the next day and the owner tells me to be patient. I got water leaking in my house. I call back Friday morning and get the same answer.
Well, Saturday, I have enough and I go to Lowe's Hardware and buy a new Water Heather, PVC Connections, and all the wood to build and a new platform plus all needed materials for the job. Eight hours of labor and over $300, I fix it. Monday comes and the plumbing company still hasn't called me. Tuesday goes by and still no call. Wednesday morning comes and the owner finally has the tenacity to call me again and says, "I'd like to come out and look at your leak again." I tell him, "Don't bother, I fixed it myself." He replies, "O.K." and hangs up.

Three weeks later AHS sends me a bill for $45 saying I owe Heritage Plumbing for their service fee. I call AHS and tell them, look this guy came out and looked at it and didn't tell me anything I didn't know already, stayed less than five minute, didn't even give me quote on the work, didn't ask for any money over the phone or while he was here, didn't call me back for almost a week while water is running in my house, blamed the slow progress on you guys, and didn't even fix the damn leak. Over my dead body, he ain't getting a red cent from me. She gave great customer service and told me I had to pay it anyway. She wouldn't give the phone number to their dispute department, only the address. She told me I had to submit my complaint in writing and still refused to give me a phone number for that department and stated all complaints were handled through her department. Then she got tired of me and put me on hold for 15 minutes.

Cathy of Lakewood, CA on April 25, 2003

My water heater was deemed hazardous by the local gas company. It had a leak that the gas company repaired, but also has a problem with the flame burning too hot and too high. The gas company said it should be replaced. I called American Home Shield (AHS) to request the replacement of the unit. They said they would send out a technician to look at the water heater for a fee of $35.
I paid the $35, and a local contract technician was sent out. He agreed that the water heater needed to be replaced, but when he called the information into AHS, they had one question for him -- does it still work? The technician said yes, but that it was a hazard. AHS refused to replace the water heater because it was still worked. I then asked to speak to AHS. I got a supervisor who would only give her first name. She stated that when the heater failed by bursting or catching fire, AHS would replace it.

I asked for both a refund of the $35 service fee and the contract amount, but they refused.

Sandra of Bolingbrook, IL on March 25, 2003

3/19/03 - water heater was found to be leaking. Approx. 9:00pm call placed to AHS requesting service. Told to call back during regular business hours.
3/20/03 - call placed to AHS. Told their contractor, Midland Plumbing and Sewer Services would contact us within 4 hours. They didn't. I contacted them and they set an appointment for 3/21/03 between noon and 4pm.
3/21/03 - AHS contractor arrives at 4pm. Immediately asks for the $35.00 service fee. He then contacts AHS and states to them "hot water heater is leaking out the top it is improperly installed with no di-electric unions" which he states is State required code. Based upon his diagnosis AHS denies service to the water heater. We get stuck paying $575.00.
Angry about this we contact the village code department and are referred to a Mr. Bill Werth. He is not available but will return our call. 3/22/03 Mr. Werth returns our call and informs us that AHS's contractor is mistaken, di-electric unions are not a required by the state code. I immediately contact AHS to let them know of the error, but am informed that because their contractor had already installed the new heater (and hence the old one was no longer installed) the water heater that we had placed the call on was no longer under warranty.
I spoke with the customer service supervisor who was very unprofessional in her attitude regarding our plight. Admitted that it was possible that their contractor had made a mistake but that was really not her concern as the water heater was no longer installed and was no longer under contract. She went out of her way to argue and rarely gave me a chance to even finish a statement before she was jumping in and talking all over me.

We have had this same problem before with denial of service. Last spring we had an unfortunate dryer fire. When I contacted AHS they immediately denied my claim stating they didn't cover lint traps. I never had said it was caused by lint trap and let them know that according to the fire department report the cause was malfunction. They then stated that coverage was denied because the fire department had disconnected the dryer.