American Home Shield

from two cities away was awarded the contract to repair it. KCS could not get out to evaluate it for another week. Mind you it is over 90 degrees and 95 percent humidity! After a couple days of the hot temp I called AHS and complained. They called and told me to get someone in my area to inspect it for the repair. I did as instructed and got a local certified HVAC company. Since my unit is 28+ years old, the company told AHS it would be better to replace the unit since it was in such bad condition (every part of it). The company was to send in estimate on how much to replace it that day.

AHS called me that afternoon and said it would cost too much and they would make another appt with KCS. At the end of the week they came out and said they could just replace the compressor and that should do for a while. Today is September 22nd and compressor has not been received from AHS by KCS. AHS said it was mailed and KCS should get it tomorrow. KCS said IF they receive it tomorrow I should be scheduled on September 29th. I was also told by AHS that I would be responsible for $305.00 of the charges by KCS that they would not pay (coolant for my A/C). What a waste to have paid $48.99 each month for at least 3-4 years for service like this!!! DON'T WASTE MONEY ON AMERICAN HOME SHIELD???

I have been with this company for more than 6 years now and have covered two homes during that time. Generally, they have been good, prompt and cover what they say they will cover. But today they sent out a HORRIBLE contractor and won't do anything to resolve the issue. They sent a plumber from more than 90 miles away. He was more than an hour late and never touched a thing! He saw the leaking tub faucet, told us he wasn't going to try to remove the screw because it looked stripped and then said he was late for his next appointment. We disagreed and he proceeded to call his boss and argue with him in my living room!

When I told AHS what had happened, they said this company was the only contracted plumber they had and that all they could do would be to pay me the estimated price of the repair minus the deductible. They said they would send $23.00 AFTER I submit a receipt from a licensed plumber of my choice. THEY DON'T EVEN KNOW WHAT NEEDS TO BE DONE! They said the plumber told them a flow cartridge would have to be replaced - that was the cause of the LAST leak in May and obviously that didn't work! And don't even get me started on having this be a whole new claim only 4 months later because the last repair was only guaranteed for 30 days! So much for workmanship and reliable contractors. If you ever hear the name Rudd Mechanical out of Denver, run the other way. This warranty is being replaced right NOW! Smh.

Failed from the first service call... Took over four times to actually fix the dryer because they sent a common thug to my house that was demanding extra money he wasn't entitled to, threatened me in my own home and they kept calling the same guy back. Then they still haven't serviced an item I called on for over three months. Then my AC goes out and six visits total with it working only six days in the three weeks it took, they chose to cut a 15 year old unit in half to install an evaporator coil configuration kit and six days later my house is filled with smoke and smells like burning plastic. They said, "turn off thermostat and we will get someone there in four days... "

Next day it happens again and I call the repair company and they tell me my house could have caught on fire!!! Finally AHS agrees to send someone and ALL THE BREAKERS BLEW. He came the next day and fixed them and an hour later, same thing. Send another guy and another breaker blew he said but he took up sealing tape? The whole time and for every service I called, representatives are initially rude and combative and assure me they have no management or supervisor and don't have to transfer me or escalate because THEIR COMPANY POLICY says they don't have to. There are federal AND state laws REQUIRING that we have escalation means. Even if it is just transferring to another rep to start fresh. We MUST have contact information where transferring is unavailable and I was always refused this by every rep.

I have all of these phone calls recorded and Suzie or Suzan from the customer service advocacy team is the worst and swears she is the only employee there and has no boss and even sat there asking me, "What do you even think is going to happen if I transfer you?" This was all because Sue thinks it's well within the contract to not have a working covered item for a month or more and I'm not entitled to any single money back. They are not holding up their end of the contract, are abusing consumers, stealing money and sending criminals to home owners houses after being notified of criminal activity along with violating federal and state laws.

First time I ever called them I sat on hold for 45 minutes before finally giving up. Tonight while following up on an open service claim it took me 61 minutes to get through to a representative. Sure would be nice if you don't adequately staff your phone lines to let the customer know an anticipated wait time. When I finally got through I found out they moved my service claim into "options" status two days ago, meaning it is sitting with the appliance purchasing department. Problem is, nobody bothered to notify me of the change in status. Had I not called in I would have continued to sit around waiting to hear back while my dishwasher is inoperable. Based on my experience, the customer service is not very good.

I have been trying to get my Kenmore washer repaired. This will be the third service call if I can ever get through. The website tells me I have to call in my service request since this is a recall. I have been calling for 3 days trying to get through. A message begins by stating that they are experiencing a heavy call volume. I have been on hold for 45 minutes before hanging up. Do they only have one person in customer support? I really don't think there's anyone there!! Once my washer's fixed I'm going to shop around for another home warranty company.

Placed my first call last Thursday and had problems with the American Home Shield preferred contractor from the start. Called AHS (waited on hold 30 min to get through) and the customer service agent was rude and condescending. I dealt with it, explained my problems with the contractor and received no assistance. The contractor was to come out this afternoon but called this morning to cancel because their technician called in sick. At this point, I have been patient, but without air conditioning in 90+ degree heat for 5-days (that's been the average daytime temp in the house. I live in TN).

I called AHS and waited 40 minutes to speak with a person. I was told they would call around to their other A/C vendors in the area and call me back within a half hour to an hour. After 4 hours, I had to call them back. They had made no attempt to call another contractor, nor even reach out to me, to provide an update. Canceled their service, received a full refund and I have a repair technician who I found, coming out this afternoon. I would not recommend American Home Shield.

I was an AHS policyholder for two years and didn't renew for a third because the claims handling process was, to say the least, challenging. FILING the claim was easy. Getting AHS to assign a qualified contractor in a timely manner was quite a different matter, even for minor appliance repairs. The call center staff was indifferent to the claims, the contractors in AHS's vaunted "network" either wouldn't return calls or show up at all, and AHS reps offered no solutions other than to advise me to "find a contractor" on my own and then have that contractor submit an invoice for the work performed. As if a truly qualified contractor in a high-demand area would be interested in that, right? Duh!

So, call me crazy, but this week, I thought I'd give AHS another try and buy TWO policies for my two properties. Big mistake. After an hour on the phone with a rep, I received an email confirming the policies I'd purchased...with different prices and deductibles than I was quoted. It took me, without exaggeration, 2 hours on hold, 4 AHS representatives and 4 calls to cancel both policies, since it was clear that AHS was no better at customer service now than they were 2 years ago when I didn't renew my policy with them.

By the way...canceling the policies was incredibly difficult, requiring me to speak with the ironically-titled "Retention Department" after being on hold for 15 minutes. Shocker alert: You apparently can't cancel online, via live chat or by speaking to anyone else. And every step of the way, CSRs required that I explain to them why I was canceling, and then launched into the hard sell to convince me to keep the policies. My thinking is, if the purchasing process is this difficult and the communications are this poor when BUYING a policy...how much worse will it be when I have a claim? I didn't stick around to find out. Buh-bye, AHS. Never again What a time-wasting experience.

I had my dishwasher checked out about 3 weeks ago and paid the repairman $100. He said I need a new dishwasher because mine is too old to repair. I called your company last week and they had not even processed the claim yet, nor did the CS department have any idea what the claim was for even though I gave them the claim number. By the way, I had to wait on hold for 30 minutes before anyone from AHS answered the phone. Once someone answered the phone they acted as if they could care less about their job or helping the customer. They said the next step was not their department - I should call back in a few days because AHS does not have enough manpower to call the customer back and let them know what is going with their claim. It was a week later before I had time to wait on the phone again for 30 minutes for AHS to answer their phones.

So I called your company again today on my lunch hour and have already been on hold for 25 minutes and lunch is almost over. This is my first claim with AHS and I can tell you I am very disappointed with your service. I still have no idea when my dishwasher is going to be replaced. I have to replace my kitchen floor due to the dishwasher leaking. I cannot replace the floor until the dishwasher is replaced. Now I am talking to an AHS customer service person and she says that the computer system is down now so she has to take down all my information and I will have to wait for someone to get back to me. She does not know when IT will have the problem resolved, but someone will call me back as soon as possible. I will say this CS person was nice. But I do not have a lot of hope that AHS will call me back. I think I will have to call them several more times in the future. Rethinking this company.

My dishwasher won't turn off. I call AHS and they send a tech out. He says the motor and controller board needs to be replaced. I wait a few days and hear nothing. I call ahs and the tech never told them what I needed. Turned out the tech is no longer in business. AHS has their escalation department contact me. They tell me they will have another company come out to evaluate the dishwasher again and that I won't be charged for the service call. I get that call but the company won't service Monroe, Wa. I have been on the phone on hold now for 97 min. waiting for someone to answer the phone. I paid my $410.00 for a year policy and I regret ever using this Co. Run as fast and as far as you can from this Co.

I was in the process of purchasing a new condo so I bought a warranty and paid for the whole year in advance. Right after I moved in I found the a/c needed freon and called AHS (I did wait the mandatory 15 days as that is how long the mortgage and closing took anyway). No a/c and AHS said 24 hours for a service call. I ended up talking to my realtor who informed me that the prior owner gifted me her service warranty that she had already paid for the year. So that was on 9/5/16 and I have been calling AHS ever since trying to cancel my contract. No service was ever performed and I had already paid the $500+ for the year of coverage.

Every time I call it's another excuse as to why they cannot or will not cancel my service contract and refund my money. Again, I paid in FULL for one year, I did not use any services and have been trying to cancel since 2 days after the policy took effect. I was originally going to see if they could postpone the service until the existing contract the prior owner gave me expired but, not now, I will NEVER call this company again. As it stands I am now on my 27th minute of hold time and this is probably the 14th call I made... to get my money back.

I have an over the top microwave for which I have AHS warranty that started in June 2016. It broke down in beginning of August and we scheduled a tech to check it. He advised the magnetron tube had broken and microwave will have to be replaced. I have made over 20 calls to AHS and till date the only answer I hear from them is that they are waiting from GE to provide them the diagnosis. I have also routed the call thru their supervisor but same result. I am so frustrated with this experience. Please help.

Our air conditioner was not working. We called it into AHS and they sent a local company out. They have 2 days to come out. He did not fix the problem and then AHS told us they have 5 days to come out and would not expedite it. Then I looked at this person's reviews all over the internet. He has horrible reviews, most of them involving American Home Shield. I called and spoke to a manager and she said there is nothing she can do. She said she could not and would not expedite it and if I wanted someone else, I had to cancel the request and wait 24 to 48 hours to get someone over. And I have to pay another 75.00.