American Home Shield Reviews

Updated 7/16/2015 - I have posted an earlier review a while back and got a standard reply from AHS that a case officer will get back to me. Just so everyone knows - no one got back to me.

To make a long story short, I got a new company. They came out July 1st, the appliance guy said he would have to order the part & would get back to me. Took my $75.00 and off he went. I called the appl. co. after about 5 days to see about the part, they didn't know anything about it but would call me back. Then I get a call from American Home Shield prior auth dept saying they're not covering it because the dryer still goes around even though you can't be in the same room or anywhere around it while it's drying.

If you're not going to fix it, refund my $75.00 dollars so I can put it, fixing it. It's a horrible sound and no one should have to put up with that. When I called in the order I said it made a sound. They should of told me then, "we won't fix it," but you came out knowing you wouldn't fix it & took my money. I think that's absolutely horrible customer service & I would not recommend them to anyone I know. They should refund my $75.00 or fix the drum bearing, period. That's making the horrible sound.

I was on hold for another 30 minutes. When she returned she told me that she had talked to AAM and that they had rescheduled my appointment for 07/02/2015. I was extremely frustrated by this point and asked to talk to a supervisor about the long waits and to explain what I had to go through to try and get my AC unit repaired for the second time in less than two weeks. I was put on hold.. again. At this point I was traveling to a meeting about two hours from my home. I drove while on hold for over one hour until I reached an area with no cellular service and the call was dropped. That afternoon when I returned from my meeting I called AHS again and again. I was on hold for 20-30 minutes before I was able to talk to a representative. I immediately asked to talk to a supervisor and again I was put on hold - this time for 40-50 minutes.

The supervisor said she saw that my appointment had been rescheduled for 07/02/2015. I asked if this could be accelerated to a higher supervisor, she said it would be and that they would call back within 48 hours. Five days later I've yet to hear back from that supervisor. In the interim I contacted my realtor asking if she had a good ac company that she could recommend to check my ac unit. I contacted All Right AC & Heating. They were at my house within two hours and diagnosed the problem as a faulty AC Compressor. Knowing I had a service contract and that this would have to be approved I sent him away pending further conversations with AHS. My realtor reached out to her Sales Rep at AHS to discuss the problems I was having. She told me I would be receiving a call from a customer service rep from AHS. This call came around 4 PM on 07-02-2015.

For some reason, can't tell you why I contacted AAM to ask about the 07/02/2015 service call and was told no one for AHS had called to discuss or to reschedule my appointment and it was still scheduled for 07/06/2015. I was contacted around 4 PM by Tara **. I asked if she was calling because of my request to talk to a supervisor or because of my realtor's call - she was calling because of my realtor's call. I explained my frustrations with trying to talk to anyone at AHS, about constantly being put on hold, then told her about the being lied to about having the service call changed, then being lied to about having a supervisor call me back (at that point the wait had exceeded the 48 hour window). I gave Ms. ** the Supervisor's name and employee number that had confirmed the change to my appointment and that had set up the supervisor call.

Ms. ** told me she would put through an authorization for me to contact my own AC Service Company to do the repair. She emailed me the instructions on how to proceed within 30 minutes. I contacted All Right AC & Heating, gave them the information they needed to provide to AHS. They sat on hold for over 30 minutes trying to get approval to do the repairs and were never able to talk to anyone and told me they couldn't help me, so again AHS failed and I was still left with no AC in my house. I tried calling Ms. ** but your phone system doesn't have an option to enter an extension. I sent an email, my realtor sent an email with no response until Monday morning 07/06/2015. Ms. ** responded to my email and honestly it was quite insulting. She asked "Hope you had a happy and safe holiday weekend." How could I have a happy weekend? WE HAVE NO AIR CONDITIONING. It's been 80-90 degrees in the house for the past week.

I would have loved to enjoy my three day weekend but I couldn't. I understand I am not the only person in the country with AC problems, my frustration and anger comes from long holds every time I call, being lied to about my service call being changed, lied to that a supervisor will call me back within 48 hours, being given an alternative to contact my own contractor and then them not being able to get approvals to do the repairs and lack of follow up to see if the repair had been completed. I've talked to AAM about today's repair, they have given me a window from 10 am-2 PM to come out and inspect the unit to find out that it is not working which I've already told them what the other contractor found to be the problem, then they still have to get approvals from AHS to order the parts and do than to do the repair. How many more days will that take before I have Ac in my house?

Nobody cares about what my family is going through, nobody is in any hurry to fix my ac, nobody but my family has been sitting in an 80-90 degree house not once but for the second time. I as a consumer expect to get fair and honest service in a timely manner. I have received none of this from AHS and it's almost comical that one service call can have so many service failures. I work in a customer service driven industry where these types of failures make you lose valuable clients and it amazes me that these are acceptable practice at AHS. You should never lose sight of who you work for - your customers. I would appreciate a response from a senior management person at AHS to address the problems that I've experienced during this one service request.

When I pressed, he said that yes there is a way to check for leaks without removing the coolant but that he doesn't like it and he didn't have the tool he needed. Then he said that he couldn't even check the way he wanted to because someone had borrowed his nitrogen. Our system uses R410A which is the new coolant and should be fairly cheap.

First off AHS only pays $10 per lb which is crap since they all charge more than that. The company says they are charging us $65 per lb for the R410a (you can buy a 25 lb tank on Amazon for $107 + $28 shipping so I know they didn't pay more than $5 per pound). I called AHS while the tech was still at our house to file a complaint about his refusal to check for a leak.

The first woman said that the tech was supposed to call them before he did any work and they would discuss his inability to test for a leak and the cost on the R410a. I told him to go ahead with the coolant and that I would talk to both AHS and the owner of his company about the charge and the fact that he couldn't/wouldn't do the leak check. He did not call AHS until after he had charged the system. He indicate that I was the reason he didn't do a leak check because I said that I didn't want our system down for the 3 day weekend where the temps would be in the 90's the entire week. That was after he tried his hardest to convince me I didn't really want them to check for a leak.

I paid the $75 service charge but not the extra $165 he is trying to charge me for the coolant. A bit later and someone from the AHS approval department called me to let me know that I owe him the $165. I mentioned that he didn't call them before he did the repair and didn't really fix anything. She said that even though they are supposed to call first they often wait until they are done to call it in. She said the tech reported that I was rude and that they couldn't do anything about the gouging on the cost of a lb of coolant. I said that I wanted someone else to come out and check for the leak since he refused. She said that his side of the story was that I had refused to let him check for a leak. She really didn't want to even listen to my side of the story. I finally convinced her to listen. She said she would check on it and get back to me.

On Monday 7/6/15 I called the owner of the company to discuss getting them back out and checking for and fixing the leak. He said again that they probably couldn't find the leak and that I needed to pay the full price for the coolant. I said that his repair man had come to our house without even the ability to do a leak check and I wanted one done. He again said I didn't want one because they would have to leave the coolant out until he got the part. I told him that I had already filed a complaint with AHS and asked if what he was telling me was that I should just skip the leak check and continue to pay for his overpriced coolant every year. He said he wasn't going to send anyone out because I was being rude and I was going to file a complaint. He then hung up on me.

I called AHS and was on hold for over 30 minutes. I finally got a representative on the phone and explained the situation and that I wanted someone to come find the leak. She put me on hold again until she could call him and get back to me. I waited. She came back on the line and said that he was refusing to come back out and that she would have to contact another department to figure it out. I do have A/C but I'm not paying the extra for the coolant until they discuss it. I also still have to have someone come out and check for a leak. This is the second time I have had major problems with the tech they. There is always something that is an overage or not up to code or somehow not covered.

I called AHS every day to check the status after that. I kept being told that Bonafide had not submitted their diagnosis. AHS even said they only had 48 hours to report diagnosis. I would try to call Bonafide and left message after message. No response. AHS tried to call them and email them and received no response. I asked AHS to please allow Eliminator Plumbing to perform the work since they answered their phone and responded promptly. After all they were the 1st to diagnosis. I was told by AHS consumer service that they would transfer it back to Eliminator.

I called AHS next day after not hearing from Eliminator and was told that they couldn’t transfer it back. I was misinformed. So I began trying to call Michelle from Bonafide only to receive a full voicemail. So I text her and she responded to me on 6-25-15 letting me the softener had been ordered and would take 5-7 days and as soon as it arrive they will contact me. No communication from AHS or Bonafide.

I called AHS because how could this be true when the last I had heard was they hadn’t submitted the diagnosis. I was told, the replacement was approved and if I didn’t want Bonafide then I could take a cash reimbursement. I asked how much that would be because from reading reviews, it's never enough. They said they didn't know and they would have to submit the form to the Options department first. I specifically asked that they not cancel anything with the contractor because it had already been over 2 weeks since we hadn't had a water softener. I was assured, no, nothing would change unless we accepted the offer.

A few days later I received a call from the Options Dept offering me $1322.50 that I would have to pay out of my pocket and then show proof and wait another 14-21 days to get paid back. I asked how much they showed the equipment itself to cost, $1100. Who is going to do labor for $222.50? Nobody! I guess I would have to have Bonafide do the job. Figuring it had been 7 days, I started to try to reach out to Michelle at Bonafide, only to have not luck. I decided to try texting her and on 7-3, she responded. She said Troy from Authorization called her on 7-1 and advised her to cancel the water softener order because I was taking the cash out, so she did. I am not sure how she was able to cancel since it was already 7 days by then and she should have had it, or at least would have been in transit. I told her that was not true. I never accepted anything.

I immediately called AHS on 7-3 only to be told that they didn't show that occurring and that I need to speak to the Options Dept but they were closed until Monday. I called this morning to the Options Dept and was told, they didn't show canceling the order. Sometimes the order gets placed on hold, but not canceled and that my only option was to take the cash reimbursement or have AHS contact Bonafide to order again and that I would have to wait another 7 days for them to receive it.

It has been almost a month since I reported this and still no water softener. I feel none of this would have happened if they would have done business with the first company who rightfully should have gotten the job. A reputable company that doesn’t have bad reviews like Bonafide does online. Just to add, some households of course could live fine without a water softener, however the reason we have such an expensive one is because we live on a well. So for the last almost month, I have had to shower and wash my family's clothes in water that has been hard and smells like rotten eggs Well water, not cleaned water. Disgusting businesses. I pay you for a service and I have received nothing by stress and aggravation.

It took several calls back to American Home Shield to get a new and hopefully honest and reliable company to come out. Finally, after researching AHS Corporate office on the internet I spoke with Glenda, Executive Relations representative. I thought for sure my nightmare would end. Today is July 6, 2015 and I am STILL waiting for my system to be diagnosed and fixed.

Original Review: July 5, 2015

On Tuesday June 30th we called AHS regarding our hot water heater failing. A company called us that evening and said they would not be out until Thursday. With the holiday weekend approaching, my wife called AHS back and tried to get a quicker response to avoid no hot water over the holiday weekend and ultimately a week or more without hot water. The reps showed no concern for the situation.

On Thursday the company came out and indeed said they would have to order a part and it would be next week before it would arrive. I asked if it could be overnighted (even at my expense) but was of no use to do because the company they contract with (Hers and His Plumbing) was taking a long weekend for the holiday and wouldn't be working on Friday July 3rd. My wife called the company back and got nowhere. It is now Sunday and day 6 of cold showers and no end in sight.

She stated I could contest the diagnosis and request a second opinion which I would have to pay an additional $100 deductible, or the original technician could contact them and reclarify his diagnosis. She also stated I was free to call the technician to discuss - Pac Tech Electrical (928)785-4267. I contacted ** with Pac Tech and questioned his diagnosis, which he clarified with me AS "normal wear and tear" and that he did NOT advise AHS otherwise. He added that he had added the additional replacement parts on his report because they were worn out and needed replacement since the unit was taken apart already. I AGREED! He said would contact AHS and reclarify his diagnosis.

I was contacted for the second time by AHS today July 3rd, 2015 and advised the technician contacted them but did not change his diagnosis. They refused to tell "exactly" what the technician stated that was interpreted as NOT NORMAL wear and tear, and clearly implied that the dryer was damaged (the lint trap housing) which was [my fault], causing the further damage of other parts and they would not cover it under warranty. I asked three times for the exact reason they were interpreting the damage as NOT normal wear and tear and the representative refused to state the reason or verbiage used.

I asked to speak to a supervisor but was told repeatedly I could get a second opinion at my expense. When I insisted on speaking with a supervisor I was told I could expect a call in 24-48 hours. I am very distraught over this issue as I feel that this appliance failure clearly falls within the parameters of our warranty which we pay nearly $500 a year for our warranty service. We have been AHS for over 3 years.

Fast forward a few months and the leak continues. We paid another $75 to a different plumber for him to tell us it was indeed the bath tub - nice, quick fix. Next thing, we had some electrical outlets not working in one of our rooms. I went online to request service - two weeks go by and I hear nothing. I go back online again (because after waiting on the phone for 20+ minutes without a response I had no other choice). Again, days go by with no response. This time I called - another 25 minute wait - and it eventually gets resolved. Paid my $75 fee and we're good!

Three weeks ago we notice our air conditioning going out in our main living area. I immediately went online and put a request in (Sunday night). Three days later I had no response. This time it is a 30 minute wait on the phone (Wednesday). I finally get an appointment for noon that Friday. By Friday at 4:30 - no phone call, no service. Again, I wait 30 minutes on the line for an AHS rep to get the phone number for our service provider. Provider finally comes out with a diagnosis - and says the unit was installed incorrectly and the damage is not covered by the warranty and will cost us out of pocket $1000+ (in addition to the $75 service fee we just paid). Well, it's 90+ degrees - what choice do we have?

They are scheduled to come out Tuesday afternoon. Tuesday afternoon rolls around and we get a call from AHS saying they've canceled our appointment because they want a second opinion and can't get another service provider out until FRIDAY! (Could this not have been done Monday?) Friday rolls around and the second provider comes in. He checks the wrong unit!! I specifically asked him if he checked the unit for the living area and he says YES. (I had asked if he could check another unit, too, because we were now feeling like it wasn't working properly - but he says that he's only allowed to work on the unit from his work order. I am later told by the AHS rep that the provider told them I wouldn't allow him to look at any other units. Absolutely untrue!)

So, now we have two broken units and have to pay a separate $75 for the one he checked out incorrectly. Another appointment has to be scheduled. I'm told they'll be back out Thursday. Yep - their mistake and I have to wait another week! When asked if we could get an earlier appointment we are told to call AHS because it's up to them. So, here we go again - this time a 35 minute wait on the phone to get through to an AHS rep who tells me, "We don't make their appointments." They do. But, she agrees to call the company for me to set up a new appointment. She comes back on the line and says, "They will call you themselves in 5 minutes to make a new appointment." That was Friday afternoon. After NEVER hearing from them, I called them Monday about a better appointment - to which I'm told there isn't one (and might I add no apology or acknowledgment that I was never called on Friday).

They have been very untruthful in their dealings and I am quite concerned with the outcome of this repair. I'm now sitting here waiting for them to come make the repairs on one unit and make a second opinion about the first unit. No idea how long that repair will take since we have to wait on a second opinion and approval. Bottom line is, my home has now been without air for almost 3 weeks. It has been in the upper 80s and 90s. I have literally spent HOURS on hold trying to get through to an AHS agent over issues. It's ridiculous.

I was looking forward to reasonable temperatures in my home until they called me today to let me know that AHS had ordered the wrong part. I have to start this process all over again. How do I know that the correct part was ordered this time around? Am I going to have to wait another 3 weeks just for them to tell me they made another mistake? I would call to ask an employee, but every single time I have called I have been met with 40+ minute wait times (on a good day) and customer service employees who act as though me spending 3 weeks without air conditioning in the middle of a Texas summer is no big deal. I would strongly disagree with that. I have had nothing but a disgrace of an experience with AHS so far, with no end in sight.

I don't understand if the first contractor said they don't know how to repair it why would they need a second opinion? Why not just ask the second contractor to repair it. I have hardwood floor in the house, the leak is going to damage the floor. I have been trying to contact someone from AHS by calling, email and every possible way to come out for emergency repair to stop the leak, but I receive no answers. I continue to call and was told there was no process for escalation. Today not only I still do not have working AC, but I have a leaking ceiling and possible wood floor damages.

The first sets of technicians, Master Tech, gutted the unit's working electronics and they are gone/stolen. Now, I have no working parts, no A/C, and a broken contract that does cover everything that is wrong with our unit. I had another company come out and they said that it would be covered under the contract as it was improperly installed and the compressor just locked up. Do not get the warranty with American Home Shield. They will do everything they can to get out of fixing anything.

Additionally, I asked to speak to a supervisor. I finally got a call later in the evening, by another person - not a supervisor who told me a supervisor called and left a message. No they did not and they can check my call log. She also had no idea who the person was that supposedly called me. She told me one name and my husband another. I have also spoken again to the contractor who informed me that the unit they were told to order is being phased out and they should have ordered the newer one that doesn't require the expensive freon. American Home Shield also told the contractor not to speak with us anymore regarding our problem.

The following morning, at about 8:30 am I received a call from the company stating that the technician will not be available at 5 pm as initially promised but is available from 8 am to 10 am or from 10 am to 2 pm. I was flabbergasted... I informed the lady several times of the agreement between the technician and I. She said he does not make schedules and 5 pm would not work for the company. Again I informed her of what the technician said and how impossible it is for my to leave my job due to scheduling inconsistency. After several minutes of explaining without any viable outcome, I decided to call AHS to have the whole thing cancelled.

When I called AHS, I waited in line for over 30 minutes to speak with an agent. When she came on line, she had the nastiest, rudest and most unprofessional tone I've ever encountered. Before I could finish explaining what had transpired, she rudely interrupted by stating that "if she had a problem to be fixed, she would do whatever it took to have it fixed. If the technician can't make an agreed time it's the responsibility of the customers to adjust their schedule to accommodate the technician". It was the furthest thing from what is stipulated on the AHS website. At this point I am sooo disappointed and irate at these companies especially AHS. I hardly ever sit down to compose reviews like this but this experience definitely needs to be composed to warn homeowners of the dreadful, unfortunate and regretful event that I experienced.

The second issue was my refrigerator stopped working. I called AHS and they told me it would be a 5 days before they could get someone out to fix the refrigerator, that AHS doesn't consider the device that holds my families' food to be an emergency even when it is the only one in the home. I called daily to see if there was a cancellation to get me in sooner. Nothing. I waited the five days. Lost everything in my refrigerator. The contractor said he fixed it. We had to leave that night for my son's AIT and family vacation. We returned two weeks later to a refrigerator that would not cool below 45 degrees. Called AHS again, and the contractor again said I have to wait a week for a repair.

This is ridiculous. I pay 66.00+ a month and have only called AHS 4 times in 8 years. They are pocketing a bunch of money from me and when I call I get snotty customer service reps, and little service. All I ask is for the amount I pay each month to be compensated with some degree of professionalism, and respect and fix my the items I pay for without a long wait. A bunch of legalese and documentation that protects them and takes money from my pocket. I only call AHS when it is a dire need.

When our water heater went out in 12-2018 we called AHS immediately in hopes of having it repaired by Christmas and New Year; this was not to be and it still has not been replaced as of 01/4/2019. The first plumber came to our home the second week in December; the technician indicated he could not replace it because he did not have the proper tools or expertise. Approximately a week later another technician came to our home and told us he would be able to replace the water heater and install the equipment needed for the water heater to function properly. The technician called AHS to obtain approval.

A short time later I received a telephone call from AHS and was told that I would need to pay an additional $288 for the repairs (this was in addition to the $75 service fee). The service representative indicated that AHS did not cover the extra work involved in connecting the water heater and started rapidly citing section numbers within the contract; I thought this was rude and unprofessional.

The plumbing company technician stated that his company would call once the water heater was obtained from AHS. By now it was already after Christmas so we contacted the plumbing company and they indicated they still had not received the replacement water heater from AHS. On 12/27/2018, we received a call from the plumbing company and were told the replacement water heater had arrived and that the technician would be out the following day to replace the faulty water heater. On 12/28/2018, we received a call from the plumbing company and were told that AHS sent the incorrect replacement water heater. The representative from the plumbing company did her best to find a replacement water heater, but was unable to locate one in the area. We were told it would be at least an additional week for AHS to send out the correct water heater.

My wife then called AHS and waited over an hour, finally speaking to a individual who identified herself as "Tiara". My wife expressed her displeasure with the water heater not being replaced and that it had been almost four weeks since AHS was first contacted about the problem. Tiara blamed the plumbing company for not getting the right water heater. My wife confronted Tiara and told her that we knew it was AHS that sent the wrong water heater to the plumbing company.

Tiara ignored my wife and stated she needed to contact the plumbing company; apparently Tiara did in fact not only contact the plumbing company, but put their representative on a three way call without my wife's knowledge and muted the plumbing company's representative (I know this because when I once again spoke to the plumbing company's representative she told me what had occurred that day). Tiara seemed not to care and was flippant with her remarks to my wife; Tiara was very unprofessional and completely unhelpful.

On 01/04/2019, I was contacted by the plumbing company representative and she told me that AHS had finally sent the correct water heater. The water heater is scheduled to be installed on 01/07/2019, hopefully. This is ridiculous and unprofessional we have had to wait five weeks to have a water heater replaced, especially during the holidays.

Original: Over 45 days ago our water heater stop functioning and we immediately contacted AHS and a plumbing contractor came to our residence the following Tuesday (this was the first of four visits and the problem has still not been resolved). The first plumber indicated the problem was a loose wire; that fix lasted less than three days. The next plumber (same company) indicated the problem was a bad circuit board; that fix lasted 4 days. The second plumber returned and did a temporary fix with duct tape (I have pictures to prove); I was told at the time it probably was a bad gas valve, sensor or something with the control panel, but it would be difficult to find parts because water heater is 13 years old. I never heard from AHS or the plumbing contractor for over three weeks (meanwhile the temporary fix worked intermittently) so I called AHS on 06/26/2015.

The AHS representative arranged for a second opinion plumber contractor to come out and inspect the water heater; the second opinion plumber told AHS it would be $1800 to replace water heater. AHS in their infinite wisdom wanted a third opinion, but called the original plumber and the only reason we found out about this was via an email from AHS.

I called AHS trying to find out what was going on with the repairs and spoke to a service representative who indicated she did not know (review the call recordings) and advised me to call the authorization department for AHS. Personnel in the authorization department confirmed a third opinion was required; at this point I stated that it been over 45 days and three service calls and the water heater was still not functioning properly. It seems no one at AHS know what's transpiring and I got every indication they really don't care. At this point I have had it with the unprofessionalism and pitiful customer service from AHS.

I purchased a condo that offered an American Home Shield Warranty. We experienced a problem with the drain in the master bathroom coming disconnected. Upon calling to see if AHS would assist with this concern, they were very polite and professional. They scheduled a AHS certified plumber to come look at the problem (which I had to pre-pay $75 for consultation). What that person told me and what AHS told me were not even close to the same. The AHS service provider seemed to lack the competency to diagnose and offer solutions that would remedy the situation (my opinion was well educated after previously meeting with 3 independent plumbers).

When receiving a call from AHS to go over what their service provider found, that person was pleasant but combative. I felt they were looking for something in the conversation to be said to say my claim is not covered. The American Home Shield agent did not understand the problem because of their service provider's inability to properly communicate it as well as the AHS agent's inability to want to understand the concern. I asked to speak to a supervisor for clarification and the agent said, "I'll have a supervisor call you, but they're going to tell you the same thing." I ended our call in disappointment and feeling like the American Home Shield Warranty was not any benefit to me as a new homeowner having purchased a property with this service.

The AHS people were trying and scrambling to get someone to cover everything but they were doing a poor job. I went through a rain dance with them calling and telling. This guy tells me to call in, cancel the old call, and put in a new call because the new call would go to the contractor that's in my area. That's what happened. But AHS was a little bit behind the curve. On the other hand, the guy that finally did it has always been dependable. But I did learn from him and from another neighbor that there's a floating charge that they put on the customer about Freon. My neighbor had a substantial amount of charge money-wise than what I had and I never said anything to the guy because I like him.

We've been in this house for 8 years and we really haven't been disappointed. We've felt secure in having AHS. However, we'll be moving and I will be cancelling at some point in time. $700 a year plus the charge at the call, even though there weren't too many calls and it was not a big deal, except that the annual fee was a high rate. I wouldn't be using them on my next location in Monroe, New Jersey because I was contacted almost immediately by a company with a per call charge that is only $45 forever. American Home Shield charges $75. They started out at $55 a few years ago and it went up to 60, and 65, and 70 and the whole nonsense. I won't be sorry that I have an option in New Jersey. AHS like any other insurance gives a certain confidence. If you can afford it, you don't worry about what the cost is as long as you got security and whatever happens is going to be taken care of.

Ok, so here is my issue -- I have 2 large dogs without a yard. I couldn't and wouldn't leave them in the house because they would of died. I just found out I owe $300 for boarding! None of this would of been necessary had AHS been on the job. I work for a construction company. I could of found a compressor in less than 15 minutes. It's ridiculous, the process they have in place, especially when it comes to having to vacate your home because it has no AC in the summer in Texas. I was told someone would be sending me a claim so I can file for a reimbursement for the boarding. Still nothing. I am on a fixed budget.

I contacted AHS and advised them and was told the vendor did not send in the authorization. I called the technician ** and was told it was his office that had to do that and he hung up. I called the office and was told it was the technician's responsibility to call it in. I never received any help from them. On 6-24-2015 I received a call from AHS stating that the vendor felt my roof was unsafe due to the pigeon debris and he refused to remove a fence around the units. I explained that I already cleaned the roof and the netting was down. I also told the AHS agent that I was never informed about the safety issue but fixed it anyway. They said they would call the vendor. I contacted the vendor and was told that the technician would be back that afternoon between 5:00 p.m. and 10:00 p.m.

The technician called me at 4:00 p.m. and said he was coming over. He came over, went on the roof and said it's clean and I told him what I did. He then said "I don't have the equipment I can come back tomorrow to fix it." He left and rescheduled. He rescheduled for 6-24-2015 and again never showed and cancelled. He said he would come on 6-25-2015. This was now Thursday and he responded in the morning and worked on the unit. After a couple of hours of working the unit still did not work. He then told me he needed to replace an electrical box and would be back the following day to put it in. Again I called AHS and the office of the vendor and was put off with the delay. He came on Friday June 26, 2015 in the morning and removed an electrical box that was a 60 amp box and gave it to me. He then showed me a 30 amp box he was installing and said he was going to use fuses instead of hard wiring it.

I told him how can you replace a 60 amp box with a 30 amp box and I don't want fuses because it works off of my breaker box. He said I know what I'm doing and replaced it. When he finished the unit blew three fuses and would not run. He then got it to work and collected an additional $400.00 from me along with the $75.00 I had already paid for the first call. He wrote on the service order that the job was complete. As I gave him the check the unit went out again and he cursed but went on the roof. He came down and said you may need an electrician as you are blowing fuses. I told him you put that box in and it wasn't the right one. He told me look I will get you a bigger fuse at Home Depot, don't call back to the office and I will come out tomorrow sometime which was Saturday to finish it. I told him how can you put a 50 amp fuse in a 30 amp box. I then asked him to rewrite the invoice and state the job was not done. He refused and left.

I then called AHS and told them what happened and they said they could give me a new vendor (Doctor Cool). I then went to the bank and did a stop payment on the check. I then called his office and reported him. That afternoon Doctor Cool responded and wrote out that he put the wrong box on the roof. They said the unit was blowing fuses and they couldn't even find the air problem until the electrical box was fixed. I was advised by AHS that the new vendor Doctor Cool wouldn't accept the job due to the prior contractor using wrong materials. I was also told on Saturday June 27, 2015 by AHS that they would call me back and the unit would be fixed that day. I never received a call back and it was not fixed. I contacted the original vendor as AHS told me to do that and they agreed to send out a supervisor on Sunday June 28, 2015 to look at the issue.

We have been without air conditioning for eight (8) days in temperatures exceeding 107 degrees. I have paid out expenses and the job has not been completed. I was lied to by AHS and by the vendor and I have done everything I could to assist. It is apparent that the technician made grave mistakes by installing the wrong box and that he needed assistance with this job. He failed to do that at our expense. I have paid for another vendor at my expense to evaluate the problem and he also stated the electrical box is causing the problem at this point and they are unable to do anything until the electrical box is repaired. AHS did not live up to their end of the contract and as far as I am concerned A&R Complete Service did not only not fix the problem but added to my expenses by placing the wrong parts on the unit.

At this point I feel that my only option is to cancel my contract with AHS as it is apparent they believe the contractors and do not care about our issues or our personal safety with the heat issues in the Las Vegas area. I do not trust the local vendor after being put off on several occasions, lied to, and now have faulty parts on my unit. The technician falsified an official document by signing that the job was complete when I told him it was not. He did not want his office to be aware of the issues and has not performed good work. Therefore I do not want them to do any further work on my unit. I will now hire someone and pay for it myself. I will be out a lot of expense due to the issues I listed in this complaint but I have no other recourse. AHS did not live up to the contract and they have not assisted us.

It has been a week since I asked for the option, they never contacted me again. I am calling everyday and everyday I get the same answer. They don't put notes that can help to solve this issue. Everyday I have to repeat myself. I asked to talk to any supervisor and never got a chance to talk to anyone of them. Today, just now, I asked to talk to department that would help me get the option. They transfer me to a department that is closed for the weekend. We are now two weeks with no washer. How long will anybody wait to get their laundry washed? The people who work in the company are useless. DON'T GET FOOLED BY WHAT THEY ADVERTISING, THEY ARE A SCAM.

She always says the service manager is not in and he will call me back. I NEVER get a call back. I have called AHS only to sit on hold for hours. I am reporting them to BBB. Have not heard from service manager from AAll Brands and have not been able to speak with AHS rep. I have called over a dozen times. This has been going on for over a month!!!! I paid 500 for the warranty plus 75 for call out and so far not one thing has been done!

I have called AHS and spent literally hours on hold, but cannot reach a person. In our area the temperatures are close to 100 degrees daily. This is completely unacceptable. The fan should have been fixed on Monday when the service person had to manually turn the fan to get it working. I guess AHS did not want to pay to have this problem fixed and now we are without air.

During my conversation with GE I requested that the part be ordered for the fridge as the next available appointment was not until Saturday, almost a week later. I was told that the technician would be called and the part would be ordered. I followed up with GE on Tuesday to ensure that the part had been ordered and they informed me it had and should be showing in the system in about an hour. I once again called back and it was then determined that the compressor was actually not available for order due to it being on backorder or being unavailable altogether and my fridge was deemed as unfixable. I was told that from this point on I needed to deal with my home warranty company for reimbursement.

I was also told on three different occasions that it had been documents that this part was unavailable and therefore the fridge could not be repaired. At no time up till this point had American Home Shield validated that my part had been ordered or got a diagnostic report from the technician. Between Tuesday and today I have spoken to over 6 representatives and been on hold over an hour each time and still not received resolution. American Home Shield is refusing to replace my refrigerator without a report from the technician and although I have been told multiples times that I would be called back regarding this issue over the course of two days, I have yet to hear from AHS.

Between agar and AHS no one has been able to reach the technician to get answers which is completely unacceptable. In fact, I had to call AHS again myself this evening and was once again told the case was escalated and there was nothing they could do. This has been the worst customer service experience of my life and for $50 a month, I should not have to jump through constant hoops and have hours taken away from my work day to do the job the AHS has no desire to do for their own paying customers.

As soon as this issue is resolved I will be switching home warranty companies to a company that doesn't make you wait 45 minutes every time you call just to speak to someone who can't help in the first place. If you value your precious time and hard earned money, please be sure to choose another company and steer clear from AHS.

A week later I got a technician out and they requested for parts to fix the AC but were denied. The AHS representative was VERY rude to technician on the phone. According to the representative, they "do not fix AC issues soon after entering contract"... "it raises a red flag when you file a claim soon after entering contract"... "that is like getting in a car accident right after buying car insurance." That is what the rep told me and the technician! So even after you wait their time period you are not allowed to use the warranty you purchased???

The AC was working fine when we first bought the house two months ago and we hit a heat wave and AC lacked a little but according to AHS it is a "pre-existing condition even though you can't detect it when it is not hot." They also twisted the technician's words in the report. My technician from a very reputable company told me this is why they do not work with AHS!

In 2013 when the last repairman came out, he conducted a thorough inspection of the unit and found the leak. Turned out to be the coil that was installed in 2004 wasn't soldered properly at the back of the coil (where no one could see it). So a bad coil was used to fix a bad coil in 2004. He replaced the coil and filled it with freon, no more issues the unit.

Problem is that it took numerous calls to finally get it fixed. After the third time with the same issue I tried to get AHS to replace my A/C and was told that they would replace each component as it breaks but not the whole unit. To me this is a huge waste of time and money. Prime example: I had my dishwasher motor go bad, I was told by the repairman that it was a $400.00 part. I couldn't believe it. I only paid $300.00 for the dishwasher. It would have been better and cheaper just to buy a new one than replace the motor. Their (AHS) logic did not compute. If I have to call in a repair more than 3 times on the same appliance, with the same issue, it should then be replaced! AHS should have a rewards plan. For each year/contract you don't use them, they should refund a portion (10%-25%) of your annual payments.

Flash forward and I called again on 6/21/2015 to have the unit looked at again and confirm the diagnosis. A&R submits a service contract stating my compressor is missing, wires are cut and a switch is off. So AHS denies repairs because my contract says I can't have missing parts per section 6. I have had no repairs to the unit at all, I have no clue why things are disconnected as I haven't turned the unit on since last year.

I call AHS for a second opinion and another company comes out and says they found a seized compressor because wires are disconnected, but they suggested a new Unit Replacement. I get a call today from AHS and they denied the second claim stating "disconnected wires are what caused the compressor to fail." Per section 8 of my contract my unit is considered "incompatible with existing equipment" aka "disconnected wires."

This company is a joke. The technicians screwed up the first repair (leaving parts disconnected as they were expecting to perform a repair) and AHS likes to use jargon to get out of payments. So I am having an outside company do the repairs and I will be canceling my policy with AHS. I can't imagine giving my money to crooks every month when they continue to hire thieving contractors!! Pray you never need any major repairs... and take video or pictures of the technician's work! It will always be your word against theirs.

Consider my recent ice-maker issue. It was broken, so I called AHS to schedule service. Two men were dispatched to my home to fix the problem. They were pleasant to deal with, but they were young and inexperienced, and I later found out that they made up the entire company they represented. They returned to my home 5 times over 3 - 4 weeks, replaced several parts, and still I had a non-working ice-maker. Eventually an older gentleman from another company was sent out and after two visits was able to diagnose and repair the problem.

In my experience, this is par for the course when dealing with AHS and the contractors they send out. Your problem will be fixed, and you will only pay the per-issue fee one time, but you may have to wait a bit more than you might expect, and deal with hard-working but inexperienced contractors. AHS is not unique in this regard. We used another popular home warranty company for years and had the same experience. In my opinion it's not a problem. All I want from the AHS contractors is for them to be hard-working, honest, polite, and resolve the issues I'm having. They do this, so I'm happy.

They sent out the same company but the company sent a different person, not sure what that reasoning was, and HE had another story different than his own coworker. He explained things more thoroughly and in detail and he really seemed to care and help as much as he could. We were then okay because it was cooling down as fall was approaching. Fast forward to this summer. Our a/c went out yet again. It seems to give out when it heats up outside, almost like it can't take fighting the heat. We always have a lot of lightning storms which could potentially be a factor but I do not feel it is for me or my parents to come up with a reason as to why it isn't working. Port Charlotte air conditioning was sent out to us about a month ago and the guy was very nice and understanding about our situation and he wanted to help us and he did. Unfortunately our a/c has gone out again and it has now been 4 days without a/c.

Today a guy came out and was very rude! He even told my parents that he doesn't know why we go through AHS, that they are a rip off and they aren't worth anything. If I had all of the money it took to get this fixed and to get myself and my family out of this terrible state, I certainly would, but I do not. We are relying on AHS for that and it has been a great debacle. Whatever the temperature is outside, that's what it is in the house. I've seen it up to 92 degrees. There is no way it should even be legal for ANY family to have to deal with this with no answers and no solutions.

It's heartbreaking and very frustrating to have to sit in a 90 - something degree house with my siblings just dragging because they're so hot. And my parents! Who work and take care of children, myself who also works! Nobody in this world would want to work all day to come home to a hot house and their children sitting in the same spot as when they left! We have all windows and doors open to try to alleviate the heat as much as we can but it's just as hot outside! I am extremely upset with AHS and the ** companies they've sent to "help" us. I will make sure to post on every complaint and reviews site I can find, on social media and anywhere else who will pay attention.

To be realistic the tech would have arrived around 4:30- 4:45pm, that puts him at our home almost three hours late. My wife needed to pick up our kids from an event at 5:30pm. There was no way to pick up our kids on time. I told the tech it was too late to come and I would need to reschedule for the next day (6/23/15). The tech stated the next available date would be 7/10/15. He did not offer any apology or attempt to re-arrange his schedule for us. It is very upsetting my wife had to take a vacation day off from work for this lack common courtesy and unprofessionalism. I blame American Home Shield just much as I blame Sears Home Repair. I pay American Home Shield every month to provide a service and expect American Home Shield to select contractor(s) who should represent A.H.S with professionalism.

Unfortunately the story does not end there. I called Sears Home Repair and asked to speak with a supervisor/manager at 4 p.m. on 6/22/15. They said they did not have supervisor available. I asked for one to call me back. Today is 6/24/15, two days later and no one has called me. I also called American Home Shield and asked to speak with supervisor/manager. After being placed on hold a few minutes I was transferred to ** (no last name given when asked). ** asked how she could help. I asked ** if she was a supervisor. After three seconds of silence she asked to be repeat my question. Again, I asked "are you a supervisor?" She replied, no. I then asked to speak with a supervisor/manager. I was told there was no supervisor/manager around. I asked for a supervisor/manager to call me. Again, two days later and no phone call.

To sum up: I am paying a monthly service to American Home Shield for them NOT to send technicians to home when they are supposed show. I am paying A.H.S. to use contractors (Sears Home Service) NOT to call if running late or call at all if I hadn't initiated the call. I am paying A.H.S. NOT to return phone calls to a paying customer. Finally, I am paying A.H.S. to take my wife's vacation day from work to be home to NOT receive any service.

My expectations are the following: 1. have a manager from A.H.S and Sears Home Repair, call me today, 6/24/15 and reschedule for 6/25 or 6/26/15. 2. I should not have to pay the service fee of $75 dollars as we lost $120 (vacation day) for the tech not showing up for scheduled time. 3. My refrigerator to be fixed or replaced. I will be forwarding my complaint to the Better Business Bureau, Sears, American Shield and possibly my attorney if I am not satisfied with the outcome.

I have no idea how long I was going to have to wait for Sierra to finally fess up to this. I am confident that this 8-week nightmare has been all because AHS does not want to replace my unit. I have in the past recommended AHS to a lot of people. I have had AHS warranty on 4 homes and this is the first time that I CANNOT GET MY UNIT FIXED. I am just fed up. One star indicates "angry," I am well beyond angry. I am in the process of selling one home and just bought another. I can assure you I will not be enrolling these homes with AHS.

Original Review: June 24, 2015

June 23, 2015 - My water heater broke and flooded my garage which prompted the city of Palmdale to shut water off. This was an emergency due to the fact it is a 104 degrees and I have five small children. The initial call I was referred to LA Plumbing who I complained about previously due to the fact they lied and tried to replace a part that was not broke and when I called them on it and informed AHS they retaliated and refuse to service me.

This is fine because I also stated to AHS "do not refer me to them." However this AHS only plumber in this area which is an inconvenience to me. The phone wait trying to reach a rep at AHS is ridiculous. The majority of the contractors I have done business with are rude and thieves. The company Wygant electric stole my wall mounted garage door opener and replaced it with a switch and the installation of garage door was a shotty job in which a year later had to call in again and pay another seventy five to get wiring corrected. I am disappointed with service. I have no running water and have to pay out of pocket for replacement and wait to be reimburse back.

Original Review: June 24, 2015

I have only had AHS warranty for 2 years. I'm up for renewal and searching for companies and reviews. AHS has a 75.00 service fee for someone to come out. A little pricey but not a deal breaker. However, on 2 occasions I have rearranged my schedule (single parent so very difficult) to sit at home for the 4 hour window you're usually given and have had the person not show or bother to call. I had to call them and AHS to get a answer both times to the no shows. They thought someone called to let me know is always the excuse. So I am left waiting another day for hours to get work done.

Why should I have to pay a 75.00 service fee if I had to rearrange my schedule again (losing money by taking off work another day and/or finding childcare) bothers to call. The consumer loses twice and the contractor and AHS still makes their money. If the situation were reversed and I wasn't home when they came out it would have been a problem. I'm worried that if something major happens I can't rely on AHS if I've had these problems in the first 1-2 yrs.

I had an AC repairman come out. He asked to go upstairs as my unit outside was flat on Freon and I may have a leak. He called for me to come up in the attic and to show me that my Evap system is a 5 ton. And the condenser installed was a low seer 3.5 ton. He then went on to explain on why it is important to match systems as one will not be able to keep up with the other. I Googled it and did research and he was absolutely right. Manufacturers do not recommend installing mix match units as it will cause premature failure. I am no longer an American Home Shield customer as their service is grade school. But that does not change the fact that they had an undersized mixed matched unit installed on my home while being their client which is the cause of the premature failure.

Had a 5 ton been installed as what was suppose to be before the corner cutting bastard swapped out my unit I would have no argument with American Home Shield. I asked American Home Shield for his report. They would not provide it to me but verbally told me some of his notes over the phone. He obviously had to purge my line in my attic after installing a new unit. He knew exactly what he was doing. Supposedly he does not state that I have a 5 ton evap unit. Does American Home Shield cut corners on their consumers? My kids are having a hard time with this heat. My house is a dirty dusty mess from the windows being open all night long. My grandfather who lives with me has to stay somewhere else (asthma and recently had a heart attack). What about my pg&e bill that doubled when my undersized unit ran twice as hard?

This is a ** mess and American Home Shield asks me to renew my policy with them today after being on the phones for 1.5hrs. Are they freakin crazy??? My wife spoke to them 2 weeks ago and got nowhere. I'm about to lose my mind and seems I am getting nowhere because I am no longer their client. I will seek legal council by the beginning of next week. American Home Shield has had this problem many times before. I have read it online. I only wish that I had known this before. Furious consumer who needs some help!!!

He then looks at our dryer and says that the knocking sound is because drum is off balance from use and will continue to make noise. He tells my husband he has seen this before when shoes are washed in it and he can tell cause there are dents on side wall. We do not put shoes in the dryer. We have had dryer for at least five years and have had the drum and roller replaced before. The tech did no repairs and states he has to file report to insurance.

Well our insurance just called and states they will not be paying any repairs due to wear and tear report from tech.??? They refuse to forward call to supervisor or any further help. We have had this contract for 20 years and the last 3 have been a nightmare every time we are in need of repair, which is not very often. This by all means should be covered under warranty as stated in our contract. Please help - rep refused to transfer or give information to appeal this. Meanwhile we are out of an expensive washing machine.

We contacted AHS five times in 2 days and was on hold for more than an hour and never got to any representative to help us with the issue. Finally on the 5th day, after being on hold for 45 min, the rep was nothing but rude telling me that there are 150 callers ahead of me. Is this my problem or the company that takes people's money and does not deliver service??? Then she said the claim has been denied and that a child has dropped a plastic in the toilet, and that they will not fix that. But they want me to pay the $75 service call for no work on their part!!!

I explained that we do not have a small child and no one uses that bathroom. The issue is that when we start the laundry washer, the water overflows from the toilet. She says all she can do is to send someone for second opinion. I wait another three days and when I call the second vendor, they tell me that my work order has been canceled and that I have to call AHS again. I am on hold with them as I am writing this for the past 50 min and no one is there to help. I cannot wait to cancel my service with them. This is the worst customer service I have ever had to deal with.

Updated on 06/30/2015

From my last review, the second vendor, Right A Way, never showed up. (So much for the name)! I hired outside contractor to fix the problem. Five days later on a Sunday early morning the vendor called me to say that they have an open order and want to know if I am still interested for them to come out for service. I wished I could express my frustration in words. How sad that a company takes people's money and never deliver. AHS contracts with cheapest and most unprofessional out there. They really don't follow up on if the customer's need was met. Please do not waste your money on AHS, they will never deliver.

After this incident, I immediately called and e-mailed them to cancel. I was assured by their representative that no further payments would be automatically charged to my credit card. Thank god I also instructed my credit card company not to honor their requests for payment, as today I received a Past Due notice from AHS. When I called their representative, she put me on hold never to return. You will not find peace of mind and hassle-free service with this company!

This summer our interior air conditioning unit started leaking water. Again AHS assigned a contractor that was over an hour away. This time, the contractor never contacted us or returned our calls. AHS has rules about how many times they have to reach out to the contractor before selecting an alternative, and that process took one week. That's one week of wasted time in the hot summer with a weakened air conditioner. The second contractor they assigned ALSO lives an hour away. This one answered the phone the first time I called. We'll see how thing go this time. Also, whenever I call customer service I have to wait on hold for over 30 minutes. The representatives you talk to on the phone are not helpful at solving problems. It's pretty clear they're just following a set of instructions for customer interactions.

I voiced my complaints above to a representative and asked if they have any kind of goal or policy regarding how long a customer has to wait to get something repaired, and the representative said, "No, we don't have a policy regarding service wait times." I asked about a complaint department and she said they didn't have one of those but could fill out an escalation form to send to her manager. I declined this option which sounded like a big waste of time. Finally she gave me an email address to send complaints to, but I'm not optimistic about it. Anyway, stay away from AHS. They'll make you wait days to get bad service from the cheapest possible contractors. I'm calling the real estate company that sold us the house to tell them to pick a different home warranty company.

I called AHS to complain about the length of time till they could come out and even though it's not in line with the contract they provided me they told me there was nothing they nor I could do which was inaccurate information since the A/C people were supposed to be out within 48 hours. On 6/18 the technician shows up and cannot fix my A/C because they did not bring the tools for the job despite the fact that they were coming from 70 miles away. The technician calls the office and they say they cannot come back out until 6/25 which is unacceptable since I have babies and a pregnant woman in the house and the temperature is in the triple digits. I call AHS because this is unacceptable. After a two hour wait, I am finally able to get in touch with someone who stated they were a supervisor at AHS... this was on 6/25. She stated she would escalate these issues and contact me back that night with an update.

At around 6 pm she contacted me saying they were trying to get my appointment moved up, possibly get a new A/C company, and something about trying to get authorization just to replace the coil....which is not what the technician stated was wrong with my A/C. She also stated that I would be called back when there was more information. Today is 6/22 and I have received no call and have no confirmed appointment with any A/C company. I called today 6/22 and the AHS customer service person was going to start the process all over again and call the A/C Company again. I explained this has been escalated within AHS and I was supposed to get a call with the status and starting all over did not make sense because the supervisor was supposed to have been in contact with Air Mechanical Advantage. So I asked that they have the supervisor I spoke with call me back. I have yet to hear anything.

I called AHS again on 6/22. They confirmed I have no appointment. They have no supervisor there to talk to. The customer service person could not even give me information as to where and to whom to make a complaint. And what 24/7 center doesn't always have a supervisor present? Not to mention that I spent a total of an hour and twenty minutes on hold today (this doesn't include other days) and my A/C is no closer to being fixed then - it was on 6/11.

I got AHS so I wouldn't have to deal with this. While AHS has been sitting on their hands unwilling to help solve the problem I have found two contractors that work on such units just by asking around. I just want someone to help address this problem and not have to wait on the phone for 45 minutes to yet again get no help resolving the problem. I used to recommend AHS to all of my friends and family. I don't think I can in good conscience do that anymore given this experience.

I called the number I had used when I signed up originally and they said they couldn't do anything, that I'd have to talk to the retention dept. - which I'd already spoken with to no avail. I did call the retention dept and it was 25 minutes on hold before a real person answered. She said they were way behind and were just processing the May 27 cancellations and I should wait one more week and call back if I don't get it. When I repeatedly asked for a supervisor or manager to speak to I was told there wasn't one.

The representative I spoke to on Friday let me know she could waive my $75 vendor fee for all the trouble. Friday around 2pm the vendor finally called me and stated he would be out on Monday, a week after I made the initial request for my refrigerator. The vendor then called me back around 5pm to give me a few helpful hints before wasting my time and money. I then called AHS on Saturday 6/13 and let them know I needed to cancel that order but wanted to keep my $75 credit for another service. I spoke with ** and he said there were no notes indicating I would be receiving a credit. I advised him that I called from my work line and it was recorded and could provide if needed. He said that he was placing a ticket to have my call pulled and someone would call me back by Wednesday 6/24. I have since then placed another service request for my AC.

When I spoke with **, he refused to let me speak with a supervisor but told me that I could have the vendor bill my $75 to AHS since they need to do some research and if I have to pay it, they will bill me. Well, I just got another call from AHS stating they will not send the vendor out since I am refusing to pay and there are no notes in the system stating anything ** and I spoke about. Unfortunately I do not have that call recorded since I called on the weekend. As much money as I paid, I cannot believe this company will not help me with a $75 fee, that they first agreed to cover. I never suggested that, it was brought to me as an option. I requested to speak with a supervisor multiple times and no one will transfer me. I have also asked how to cancel my service but again, am not getting an answer. They have provided inadequate service and it's disappointing considering how much money I have already paid. Do not use them.

Update 7/6 - still have not heard back from Latoya. She called me last week on Wednesday, 7/1 and left a very passive aggressive and unprofessional voicemail. I called her back at 3:45 pm CST (she works until 8 pm CST according to her voice recording) and left her a voicemail to call me back. Once again, I have not heard back as the ONLY time she calls is when I update my reviews. This has again taken WEEKS to get anyone on the phone. Please have someone call me today so I cancel my policy and get my money back! Emailed American Home Shield, filled out the Contact Me page on their website and updated my reviews.

After a lot of back and forthing AHS would ultimately let me hire a local contractor but all this took time and was a huge hassle, over and over. And there's not much of that when temps are below freezing and you're heat's out. Our policy ends tomorrow and I was on the fence about whether to renew. After a time-wasting 16:20 on hold waiting for an AHS human to answer a question about a claim, I hung up and found this site, and carefully read through reviews of a handful of companies. I picked Choice, hope it'll be better! AHS didn't just lose my custom. It tossed it onto a garbage heap. Crazy way to do business!

We are senior citizens, the house is now 92 degrees and it's 110 outside. The people I have spoken to at the Authorization Dept. have all complained that the fee quoted by the tech is "too high" and not detailed enough, even though this is considered by AHS to be an emergency situation. They want a 2nd opinion, but have no one to send to our home to either repair or replace the broken air conditioning system. We are over 48 hours after requesting service from AHS, and now told we have to wait until tomorrow and maybe they will have someone to come and look at the broken system.

This is an unconscionable, as we could die in this hot house as we are elderly. But no, they don't have anyone. Don't use this company if you are in Arizona. The last person I spoke to in Auth dept. told me it was hot in Tenn too. Do I really care? Shame on AHS, they take your money, but give you the run around when you need service and they don't give a darn if you die in the high heat... more money for the shareholders.

Updated on 08/17/2015: Needless to say, I never heard from a CM or anyone else from AHS. Today is 16 August 2015. When AHS sent out their contractor for a "2nd opinion" the guy climbed up the ladder to the roof, never got on the roof to inspect the unit, and came back down and said, "I'm not comfortable getting on the roof... I'll let them know (AHS) to send someone else" and he left! It was 110 outside and 96 inside the home. To date, I have not heard one word from AHS, nor any follow through as indicated in their above comment posted above. In looking at the negative reviews it appears that the majority of them have to do with HVAC/heat pump/air systems. Yes, it is expensive to repair or replace these systems, but our contract fees aren't cheap either. I haven't even received an email asking for my feedback.

We finally had to replace the unit since it was over $3500 to repair a completely broken down system that was 13 years old. Has AHS offered to reimburse us??? No. Have they called or sent anyone for a 3rd opinion? No. I will be contacting the Arizona Attorney General's office to register my experience and complaint. American Home Shield should not be permitted to write any contracts in Arizona. Cooling systems in the summer are not a luxury, they are a life-saving necessity. People die every summer due to heat exposure. Shame on American Home Shield.

Original Review: June 20, 2015

Never once do they let you pick a contractor of your choice. It is always someone 40+ miles away, who speaks only Espanol, and it will take you 30 minutes to explain to the useless contractors the work that needs to be done. Then you give them your contact info with all instructions. This is rarely followed. They call the first number provided and if no one answers, they don't even bother showing up. Furthermore, they don't even care to contact the customer first. The customer has to contact them. Ridiculous! I would never recommend AHS or its list of contractors to anyone. Worst business on Earth. All they do is collect the money from you.

I told the repairman not to install it as I would just have to uninstall it and buy a fan I actually want. He said he had picked it himself and that it was a 300 dollar fan and didn't see what I didn't like about it. While I doubt that is even true (we recently bought two ceiling fans for two other rooms and are familiar with current fan prices - this one looked cheaply made), I nevertheless told him to just take the replacement and leave. He did not charge me, but he also acted really angry and just left. So it could be he forgot to get the check from me. Anyway, our renewal is coming up and because of this experience, we will not be renewing. I am giving AHS two stars, but if I end up having to pay for this whole experience, I will assign it a single star.

I was completely lost as to what was needed and what would happen next, so I called another company to come out for a 2nd opinion and paid $75 for this. The guy that showed up with this company was well dressed, had ID visible, was well spoken and told me exactly what was wrong and how they recommended it be fixed. He suggested we replace the entire unit because it was 14 years old and a freon system...It no longer met EPA restrictions. He said they could shop around for an outdoor unit to replace what we have but it would have to be freon, the problem being that if the indoor unit went bad in the future we would likely have to replace the outdoor unit again because it was no longer supported (freon).

A week later, having heard nothing, I began calling because our house was above 80 degrees every day. I spoke to an AHS rep on the phone and was shocked at the lack of professionalism and grammar skills of the rep. She kept telling me what she was "fixin' to do." She had no idea where my work order was and that I just needed to wait until they called me. I then called the local HVAC company that came out. He told me that he had to call a minimum of 5 places to try to find a freon unit to replace my outdoor unit, that AHS was not going to replace the indoor unit. He also told me it probably take 1 to 2 more weeks.

I called AHS back and was told, again very unprofessionally and poorly spoken, that the local HVAC rep didn't even submit his paperwork to AHS for 4 days after he came to my house. All they could do was wait for the local company to find a suitable unit to install. A couple of days later I called the local HVAC company and was told they have the part but have not scheduled a time to come out and install it. He then said they had a cancellation in 2 days and he could come out and do the work then, which I gladly accepted.

The day of service arrived and two more homeless-looking gentleman came to our house. They barely spoke to us and just began the work. At one point I noticed cool air in the house so I went out to see how it was going. The guy couldn't have been less interested in me. I noticed a box attached to my house with a cord dangling from it and asked what that was. He simply said, "Call your power company. They'll hook it up. We don't do that."

Then...and this is the best part of it all...this homeless-looking technician said I had to pay $360 for the freon that was put into the new outdoor unit. It seems that AHS only covers the first $10 of any freon work. The balance has to be paid by the home owner. Freon ranges from $50 - $90 a pound and it takes 3-6 pounds for a system to work. So why does AHS only pay $10?? If my problem had simply been that it was low on freon, I would have had to pay the deductible ($125) plus the freon ($360) for a total of $485, and my warranty would have only paid $10. The cheap outdoor unit that was installed (AirTemp) is working fine, so I'm happy about that! But I got absolutely nothing about it -- no documentation, receipt, warranty info...NOTHING!

To summarize AHS: They use the cheapest contractors. They use the cheapest parts. They have the cheapest employees. They are in NO hurry. And they do repairs as cheaply as possible, not the way they should be done. Looking at my home warranty, the sales rep was happy to sell me a pool/spa warranty. We have an in-ground pool and a standard hot tub with individual components. This type of system isn't even covered by AHS!! I didn't get a receipt, so I can't share that. So, I am in the process of finding a new home warranty and will drop AHS as soon as possible!

When the contractor finally arrived, he didn't arrive at the scheduled time but when he did arrive he stated that he could make repairs to my system and that he would have to get approval from AHS. Well it took a day for the contractor to submit my claim to AHS. AHS denied my claim stating that they don't replace missing parts. The contractor stated that wires and a bracket holding the fan was missing. I would like to think that if missing wires and a bracket were the cause of the problem, it would've stopped working I'm sure before now.

AHS informed me that they would send another contractor out for a second opinion. Well, I've yet to hear back in reference to a second contractor. This is so frustrating because I pay my monthly contractual amount with no problem and when I really need something repaired I can't get it done. Again, I've been a faithful customer of AHS for 5 years but I'm in the process of searching for a replacement company. I've been without air for almost a week with no real explanation from AHS on why they denied the claim.

Second issue, a HVAC unit that will not cool. The contractor is now on his 4th visit. The unit has been non-functional for over 2 months. What use is a warranty if no one shows up. What you can expect, exceptional wait times and questionable contractors. I had a HVAC unit serviced. He replaced the $300 Carrier thermostat with a generic one that cost a few bucks. You can get hold of a sales rep in a few minutes, hold times to talk to someone in service is well over half an hour. Once they have your money, don't expect much.

Mann's calls me the day of repair and tells me it will be an hour to come to my house and complains about distance. Repair tech arrives at my house and says nothing, goes around to the first of my two outside units and replaced an unidentified part and subsequently leaves my house telling me only that the problem was fixed, leaving no diagnosis or bill and refusing to go into the attic and physically inspect my upstairs system. First outside system seems to somewhat power on at this point but does not cool house and inside system still drips from the ceiling, second outside unit does not turn on whatsoever. AHS never calls back nor asks what outcome of service call was.

June 14th ceiling in hallway under attic unit continues to leak from inside unit and second outside unit never powers on after completed service by AHS contractor Mann's. I called AHS again and was given work order number ** and contract approval number ** with associate ** to ask for another outside company to look at system since AHS's company failed to properly fix system and company had also refused outside bid to replace. I contacted local company Aire Serv in conjunction with AHS's outside authorization department to attempt to fix the issue for which I again paid $89.00.

Aire Serv arrived 6/15 to look at problem and looked briefly at outside unit and did not fully inspect upstairs system; Aire Serv did not inspect other outside system. Aire Serv called AHS and relayed that the inside unit needed cleaned and AHS claimed that they were not responsible for any maintenance according to contract and refused any further repairs on the system despite the entire second outside system never functioning throughout the whole process, the upstairs leaking massive amounts of water while one outside unit was "on", and no report from their own company Mann's or R Brooks ever claiming that any system needed cleaning.

AHS then refused any other contractors in the matter and requested I cover all costs related to work on the A/C system. My wife and I have contacted AHS over 11 times in regard to fixing the system and getting a qualified company to fix the system and without being allowed to talk to a supervisor. The most recent individual to call from AHS 6/17 advised me that I was entitled to no compensation for my A/C system nor any other company's opinion on the matter.

Then I called on 6/16 to find out about the status of the hot water heater and I was told it was to be in on 6/15 and they had to call the service contractor. I called the service contractor and they told me the hot water heater was never ordered. There was no communication from American Home Shield that the order was to be completed. They thought I was taking the buyout option. The plumber told me that it wouldn't be in until 6/26, which would be almost 60 days without hot water.

I have given my tenants 500 off their rent, but can't screw with this company any longer. I have spent 8 hrs on the phone and sent in a BBB complaint. To which they replied, that it was a service contractor issue, when it clearly wasn't. It was their workflow process and there was no follow through on the order. I'm switching my five properties to another home warranty company and taking the hit. Getting the buyout from them and paying my plumber the extra 700 dollars to do the install. This company ceases to amaze me. They can handle the small repairs, but when an appliance needs to be purchased, everything breaks down. No communication to the customer and no communication to the service contractor.

It is 100F in sunlight. Last night the temperature in my house was 82F. I informed her that I have a 3 year old child and this can possibly risk heat exhaustion. Her response "THERE'S NOTHING I CAN DO FOR YOU". Asked for her supervisor ** who refused to speak to me - that this is not an emergency and my service request cannot be elevated... I am soooo sorry that I have you guys for my residence. And believe me, after this is MAYBE and it's a BIG MAYBE handled... I will never do business with AHS again. My husband and I have been AHS customers Since 1998. Shame on AHS, SHAME.

The company that they sent out has horrible reviews online and they are not professional. They don't have any type of uniforms or even company shirts. They come through in regular trucks with different guys in them each time they come. AHS really won't work with me. They contact the AC company who may or may not contact me. I am basically harassing the owner of the company every day in the hopes that someone will care and help us. Calling AHS is frustrating as well. I am writing this because I just called and was on hold for over 20 minutes and no one answered. I waited just as long when I called a couple of days ago. As a new homeowner, this is a complete disappointment and I will NOT be renewing my warranty with AHS.

Original Review: June 17, 2015

I am very disappointed! I thought that having a one year warranty come with our new home was a good financial security and I planned on extending the warranty when the year was out, but so far the service we have received has been horrible! Three days after we moved in we realized the AC was not working right, I called AHS, a repairman was sent, I paid the service fee. The repair guy said on his second visit that the problem was the breaker (which keeps flipping) so an electrician was sent next. The electrician said that the electric was all new and the problem was the outdoor unit, he said it was over 30 years old and needed to be replaced.

So next AHS sent a different heat and air company since the first company couldn't solve the problem. The new company said the unit was over thirty years old and needs to be replaced! So now it's 3 weeks later (keep in mind the fire danger we are living with because the old unit is causing the breaker to continually flip) and AHS is sending the first heat and air company back to REPAIR THE OUTDOOR UNIT!!! Not to replace, to repair even though the repairman said he didn't know what was wrong with it. I think AHS is running us around in circles until they get the diagnosis they want to hear while my family sit in the heat. And don't even think about talking to a manager, they told me that the only thing I could do was email a complaint. I plan on finding a different insurance company next year and hopefully our house won't catch fire in the meantime. AHS IS WORTHLESS!!!

We were informed that the repair should be authorized, but that we would have to pay for refrigerant as AHS only covers $10 per pound. That specific company was trying to charge us $60 per pound (AHS covers $10 per pound) at 12 pounds. So, we would have had to pay $600 to cover refrigerant on top of a $150 recovery fee. So, To summarize, $750 to repair a 20 year old AC unit in 7-10 days while inside temperatures were around 95 degrees. With my mother-in-law in town visiting, I needed to get my AC up and running again ASAP! On the evening of June 11 (9:30 pm keep in mind) I spoke with the owner to a local company who offered to send out a technician right away. (10 pm) I decided to completely replace my outside unit as it was so old, and the cost of R-22 refrigerant is just stupid. Next morning the 2nd company replaced my unit at my expense.

There Is a clause in my AHS contract that says AHS will offer "cash-in-lieu" of repair. I don't see why AHS can't honor this clause to help cover my costs since AHS could not perform the repair in an acceptable manner. Spoke with AHS and they informed me they will only offer cash-in-lieu if there is no technician available. However, my contract does not say that. It does state all kinds of things AHS will not be responsible such as "Delay of service". Had I not paid out of pocket to fix my system, I would have had to wait 5 days with no Air Conditioner just for AHS to actually approve the repair (not fix) and still pay $750 out of pocket.

*Update* As I was sitting here writing this, I received a call from AHS. They said that since I had already had the work completed that they would be sending me a quote for a payout. She was a very friendly woman and apologized for the previous person I spoke with giving me inaccurate information. I will update this when I find out more information.

The second time I used them was April of this year. I had them send out a contractor for two malfunctioning ceiling fans. The electrical company they chose was RLB Electrical. The first appointment was April 2. Contractor calls one hour before appt time and says his truck broke down and needs to reschedule. About two weeks later he comes back out, looks at fans, and says he needs to order equip. Equipment comes about 5 days later and he comes back out. It is the wrong equipment. This is now three different appts with nothing done. I contact AHS for a different contractor to be sent. They say they will charge me the $125 deductible again if I switch. I ask for a manager. They say there is no manager for me to speak to and that they will have one call me back. I call AHS the next day, April 22, and a customer service rep agrees to give me back my $125 for having to wait so long for my repairs to be done.

In mid May, RLB comes back and fixes one fan. He has again ordered the wrong part for the other fan. I call AHS again and demand a manager. I was told one is not on duty and will call me back. I know they are lying because I was never called back from the first time. I ask about my refund, that I was promised. I was told it is still being processed. I cancel the service and the rep takes my payment info out of their system. A lady in management calls me the next day. She says she is calling about me cancelling the contract and has no knowledge of my previous issues. I immediately disconnect call. Contractor finally fixes the fan on June 4, over two months later.

Management finally calls me back about the issues I requested, the day after repairs, June 5. I asked about the refund I was promised on April 22. She said it is still being processed. She then asked why I cancelled. I give her an earful. Today is June 16. I have yet to get my refund and doubt I ever will. AHS is a scam. Do not subject yourself to the foolishness of this company.

Original Review: June 16, 2015

Water Cooler for the house went out. I contacted AHS and took a week in 100 degree temps to get a tech here. He claims shaft is bent and needs new belt. He also claimed the breaker is broken. He says he can't fix it until breaker is fixed. Electrician came the following week and found nothing wrong with the breaker. AHS sends me an e-mail claiming that the contractor will contact me within 24 to 48 hrs. This contractor has passed the deadline twice. It is averaging over 100 and I have made numerous attempts to contact the contractor and their mail-box is full. This contractor sounds like they put AHS customers last on their priority list. I finally had to contact AHS and all they did was give them another 24 to 48 hrs.

Kelly Pool Service came out for this current call in May and stated that we needed to have a new heater back last October. In addition, the service that was completed in January of 2015 left us in danger because the heater could have exploded because of what was done to get the heater to run. Now Kelly Pool Service has stated from the beginning that the pool heater needed to be replaced. AHS has approved the replacement but does not want to PAY FOR THE FULL COST OF REPLACEMENT, leaving Kelly Pool Service in a situation that they would have to pay the difference in cost for the new heater.

I don't care how it gets done, I just want the service I have paid for to be completed. I have requested to speak to a Supervisor or Manager many times and been denied every time. I have been a licensed Real Estate Agent for over 30 years and have recommended AHS to many homeowners because up until the issues for the pool started back in October of 2014, the service has always been very good. At time I just want my pool heater replaced without spending any more time chasing down customer service and or outside contractors. Please help.

In the meantime, they told us to shut off our A/C in order to help curb the flooding. We have 3 children in the home, one of which is a 7-month old infant. It is June in Texas and 92 degrees outside right now. We cannot shut off our A/C as doing so would be a health risk to our children. Extremely disappointed in American Home Shield.

My second ordeal was with an AC company called Oxford Heating and Air. The service guy came to my home dressed in shorts and a T-shirt and talked more than he worked on my AC unit. After an hour he said one of my units needed a new condensing unit and he would order it. I mentioned that my other AC unit is not pushing out cold air and he said I had to call it in and that he would not look at it. Well... after 3 weeks I finally called AHS and Oxford and asked where was my part, and No one knew what was going on and Oxford had to call the old service man to ask... After my second phone call they said they ordered it and it had arrived. I asked "when were you going to call to tell me." NOW... It's been 6 weeks living in 82 degree humidity in my home and I still do not have a replacement or a phone call.

My renewal is in 48 days and I do not plan on renewing my AHS account. I also plan on sending a copy of this letter to the President of AHS and their public affairs department!