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It seems like a good idea -- prepaid home maintenance, basically a service contract or extended warranty on your house.
The AHS booklet states, "Commitment to your total satisfaction"� "That's why we back every job we do with the unique money-back guarantee shown on the back of your home warranty" ... "AHS guarantees that all approved covered service repairs will be completed to your satisfaction. If for any reason you are not satisfied with that service received, we will work with you until you are satisfied or we will refund the trade service fee."
Unfortunately, consumers tell us it often doesn't work out that way, as David Wood reports in his report, .
The complaints to the right break it all down into neat little categories ... whereas those below sort of sum it up.
Meredith of Willow Spring NC (05/08/08)
I bought this wareranty on the advice of my boss. A few days after getting it, my washing machine went down. i contacted AHS, and they contacted someone to come anr take care of it. That is where thios comedy of errors began.
The first company - Aardvard Appliance Repair - was as rude as possible. They are suppost to call to make an appointment. Well, he said, i am in the neighborhood, so i will be right over. I told him that my wife and I were at work, but he was insistant trhat he come now - to make it easy on us. I tried to schedual an appt, and he got nasty. SO, I canned AHS, and had them remove this person from the call.
The next company, ISC Appliance, did make the appointment, and they informed me they were sending their best tech - someone who basically serviced nothing but Maytag. He came, and after 5 minutes of looking at it, informed my wife that he was not capable of fixing it, it was 'too technical' for him. He collected his fee, and left.
So, now I call AHS, and make another appointment. They call Sears, and schedual someone to come out. He comes, and tells me that because someone had already looked at it, he would not service the machine. Now I am stuck with AHS telling me they are waiting for Sears to give them the diagnosis, Sears telling me they cannot give a diagnosis, because thel will not look at the machine, and AHS Customer Service basically temming me that it is too bad, i jsut ahve to rearrange my li9ve to accomodate them. They informed me that i will have to take a day off of work to have ISC come and pit the lid bacl on the machine, then another day off to have someone come and perform a diagnosis to determine what is wrong - then ANOTHER day to have someone come and try to repair it. For all of the work I am losing, I could ahve BOUGHT a new machine.
These people seem to ahve no concern with actually honoring what they are selling you. Pay your premiums, pay the service fee, and hope you get what you pay for.
Martha of Tampa FL (05/08/08)
We have paid our insurance for 6 years knowing that we would need a new AC unit soon. The company we wanted to do it is allowed only in Polk county. The Company that came was good - here when he said, but AHS would only pay for the motor - not a whole new unit. The unit is 16 yrs old - in Florida so we needed a whole replacement. My husband is disabled and undergoing radiation treatments and needs the AC to work. So now we're out $2600.00 - and they still don't get it. They have 48 hours and they use that time to find the cheapest materials. Don't ever use American Home Shield !
We're out $2600.00 - had no AC for 48 hours in Florida where the temp was 93 and my husband is disabled and going through radiation
Bernice of New York, NY (05/05/08)
I had a hot water tank that was rusted from the inside and the water started coming out brown. Called AHS they sent out a plumber who was there less than 10 minutes, took my $55 service fee only to be told that it's not an item covered under the warranty. I had to then go out and purchase a brand new h/w tank at my expense.
All I could say is why bother to get a home warranty if they won't cover items-I consider this to be a health hazard if they water is coming out brown due to rust on the inside. I will not be renewing my contract because AHS does not like to fix anything worth fixing.
$690 to buy and install new water tank.
Jeanette of Crofton MD (05/03/08)
I had a broken dishwasher. I requested service in December 2007. A technician came out and told me he had to order a part. After dozens of calls, I was told the part had to be special ordered. After dozens more calls, I was told they would come out to repair the dishwasher.
It is now May 3, 2008 and I have yet to receive a call from anyone to come out to repair the dishwasher. I have called them on a weekly basis, each time the customer service representative promises that someone will call me the next day to schedule the repair. I finally cancelled my contract. AMERICAN HOME SHIELD IS A WASTE OF MONEY.
I have paid for the contract from December 2007 to May 2008 and I paid for the service call.
David of Edmond OK (05/02/08)
Air conditioner quit working. Called AHS and they responed promptly. Service tech they sent was a joke and an asshole. Stated the problem was improper installation of the unit (return unit should be in the ceiling and not on the floor) and suggested I let him quote that repair.
I contacted a real repair company on my own upon the denial. They stated I had some restriction in my lines. Vacumed and blew the lines out. Put 3 lbs of freon in. Works fine now. Cost me $210.00. The AHS tech did not cash the $55.00 check in time. I got to stop payment. Can anyone say Class Action?
Peter of Mckinney TX (05/02/08)
Our water heater broke and flooded our home with water. It had been installed 10 years ago without a safety drain pan. I tried to shut the water off at the tank, but the spigot had corroded, therefore allowing water to continue to gush into and through the tank and into our home. I had to shut down the water to the entire house at the street to stop the flooding. I called American Home Shield (AHS) and filed a claim. This was on a Saturday morning. Their contracted plumbers, J & K Plumbing of McKinney, Texas, did not come out to assess the situation until the following Tuesday afternoon. By then, I had drained the tank and moved it aside so that I could stop off the water inflow pipe, which enabled me to turn the water back on to provide water to the house.
When the plumbers arrived, they immediately collected their $55 service fee, then they informed me that they would not be able to do repairs or replacement because I had moved the appliance from its original spot. They informed me that AHS had denied the claim because they could not verify that the appliance had broken spontaneously. I could have, they insisted, broken the appliance myself when I moved or tried to repair it. I pointed out that my home had been flooded and that I would have no reason to move the water heater unless it was already broken.
AHS never paid on the claim. I was forced to purchase and install a heater on my own. AHS is a RIP OFF. I highly recommend consumers to AVOID AHS,
Jade of Tujunga CA (05/01/08)
I paid my first year of owning this house and called them to fix my jacuzzi. They came up with some ridiculous excuse and to this day it is still broken. Four hundred dollars unused and down the drain.
I still decided to pay for them again the second year of owning the house and I called them to fix my washing machine. The concluded that something must have come off my clothing....like a piece of string...and wrapped itself around the pump or caused a malfunction in the pump. They sat there and told me in my face that if the pump was broken they would fix or replace it. But since it will still work ( all it needs is repair) they will not touch it. They told me i would have to pay the contractor myself to repair it....costing hundreds of dollars. A complete waste of 800$ in the last two years. They will find any excuse not to service you once they suck you in. STAY AWAY~~!!!!!!
Peter of Mckinney TX (05/01/08)
We have paid for American Home Shield (AHS) insurance for years. We have never missed a payment. Our water heater burst on a Saturday. Water flooded the inside of our home, ruined our carpets. Called AHS that Saturday morning. They dispatched their stellar plumbing company, J & K Plumbing of McKinney, who informed us that they would not be able to come until the following Tuesday.
In the meantime, I was forced to shut the water down at the street to prevent further flooding. When I tried to shut the water down at the tank itself, the spigot wouldn't work because of corrosion. There was no way to shut down the water at the tank. I was then forced to cut the intake flow pipe and seal it off with a new spigot so that I could turn on the water to the house so that we could at least have running water until the heater was repaired or replaced.
When J & K Plumbing arrived and saw that I had moved the water heater from the closet to get to the spigot, they phone in to AHS who promptly refused to honor the claim because I had tampered with the appliance before the technician could make his asessment. American Home Shield is a RIP OFF. BUYER BEWARE. Needless to say, we cancelled our policy with this company.
We had to purchase and install our own water heater. AHS never paid a penny towwards this expense. If we had honored their policy to not touch the appliance, we would have either had to go several days without water, or incur further damage to our home.
Victor of New Tripoli PA (04/28/08)
We bought this house in November of 2006. Recently our 1996 Heil Heat Pump broke beyond repair. It is 14 years old. We called for a claim to repair and was denied several times. Two companies that work for American Home Shield told them that our HVAC unit was too small for our house. Our house measures 2300 square feet. We hired an independant HVAC company. They measured the heating area to be 1245 square feet and claim that it was properly sized. That area is what the heating unit is used for. We faxed this report signed by the independant A&S HVAC company and was once again denied.
Victor of New Tripoli PA (04/27/08)
We bought this house in November of 2006. Recently our 1996 Heil Heat Pump broke beyond repair. It is 14 years old. We called for a claim to repair and was denied several times. Two companies that work for American Home Shield told them that our HVAC unit was too small for our house. Our house measures 2300 square feet. We hired an independant HVAC company, A&S located at 304 Smith Road Bath, PA . They measured the heating area to be 1245 square feet and claim that it was properly sized. That area is what the heating unit is used for. We faxed this report signed by the independant A&S HVAC company and was once again denied.
We are seniors and depend on the system working properly and cannot afford to pay the thousands they are asking to put a completely new unit in. The heat and air conditioner are connected and can't bare to go through a summer without this necessity. Any help on your part will be sincerely appreciated. Thank you in advance.
Muriel of Gainesville FL (04/27/08)
On Wednesday April 23rd, I sent an e-mail to American Home Shield requesting service on my central air conditioning system. At 3:17 p.m. two young men appeared said it was the fan on the condenser and left to return the next day. My husband received a phone call from Mike who said the part was going on the truck first thing in the morning to be dispatched to our residence. At 4:00 p.m. on Friday 25 April Mike appeared with the fan, installed it and it did not function. He changed out the breaker switch. No deal! It did not function. At 5:00 p.m. he threw up his hands and said he didn't know what was wrong with it but he would get with his son and work out something? At 7:01 p.m. we received a call from Gary Grimes and he said the air conditioner could not be fixed. AMerican Home Shield was told by Mr. Grimes, that he would call in the info by 8:30 a.m. yesterday 26 April 2008.
According to American Home Shield, they have not as yet 27 April 12:30 p.m. received this call. In the mean time, we have called repeatedly to both Mr. Grimes and American Home Shield to no avail. We have had this service for over 10 years and I like so many other pay $56.00 per month for this service. When I asked American Home Shield why they would send someone from so far out, I was told they can send anyone they wish. Here is the main problem> We have been without Air Conditioning in our home since Thursday 24 April. It is now 3 days later and nothing!
My son and I both have bronchicial asthma for which we need the air to breathe. Who will pay for emergency room service for either of us if we need it because of the lack of interest from the companies involved? Why in the world would any home warranty company send out people who do not work past 5:00 on Friday and not return til 8:30 Monday a.m.? Now that I have not gotten the service and they have failed to call back into American Home Shield I do not know what my alternative should be. I have to wait for authorization from this Air Conditioning company but I sure don't want their service. If I go ouside the network of American Home Shield I will loose any compensation they deem applicable. These are two very sorry companies as far as I am concerned.
Pam of Bedford KY (04/25/08)
I can not believe all the issues with AHS as we had them for 10 years before we moved. I never had one problem with them. I don't know if it is the same any longer but if they can't fix it then they will replace it. If you want something else you have to pay the difference. Is it not like that any longer?
While we had the insurance we had many things over the years that could not be fixed either because they do not make the part or it was unfixable. Upon that we had gotten a new garage door opener which would of cost us over 500.00. We had gotten a new washer machine, a new dishwasher and also a new central air. I moved and was going to get AHS now I don't think I will.
Jacob of Los Angeles CA (04/24/08)
called for service; service denies repair reason garage door opener installed incorrectly. Garage door has worked regularly for five years. Manual entry caused breakage. Repair rquires new motor Home Warranty doesn't want to pay.
now i have to go pay $400 to have it replaced. Insurance is useless.
Yvette of Pine Mountain GA (04/24/08)
I have done business with AHS for over 24 years. I have had heating and air conditioning issues, plumbing problems, hot water heater problems, etc. Each time, AHS addressed the problem in a timely fashion. On one occasion, the item could not be repaired because a part was not covered due to a recall. Overall, my experience with this company has been so good that I have given 1 year coverage to my children when they bought their homes. Nothing is perfect, but AHS has been a real asset for us.
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John of Dallas TX (04/22/08)
Typical, we contract with an organization to provide a service to protect the consumer against a large repair bill. We pay our hard earned dollars and in return I want peace of mind when we have a failure of a covered item in our home. In March we logged a service request due to a leaking booster pump which is covered by our policy. When the contractor showed up, he was unable to fix the leak and deemed the installation of an inline chlorinator as the culprit. This invalidated the warranty coverage. Instead he presented me with a bid to fix the pump for $544. Its been a 3 weeks and the pump still leaks. IF they are going to take my money at least honor your commitment!
Not only am I out the cost of replacing the pump which I thought was covered I am still on the hook for the service charge. What a racket!
Irene of Neshanic Station NJ (04/22/08)
On Saturday February 23, 2008 I placed a service call for my furnace, specifying that it was not operating, heard water running, smelled gas. Subsequently, your service company Fidalgo did not respond until Tuesday, February 26th, at which time I was out of town and had shut my furnace off. By taking this precautionary measure I probably saved my house from burning down or possibly blowing up the whole neighborhood, due to slow response time. On my last service call using their service, approximately 5 years ago, in the middle of a heat wave in the summer my air conditioner was not working. Fidalgo Company came at that time and didnt really know what was wrong with the unit after making us wait at least 5 days. He claimed he repaired it and it broke again. Fidalgo came again and said he had to order a part and I was without air conditioning for about a month in the middle of a heat wave. Upon returning home I called Fidalgo Heating and scheduled an appointment for Thursday March 6th, 2008. The owner Mr. Fidalgo came and explained to him that it may be the thermostat and he went to the basement and opened the furnace, without removing the motor , informed me that the motor was gone and that it was due to abuse/poor maintenance/dirty and that the warranty would not cover it. He told me that he didnt have time to service the unit or repair it as he had to leave his schedule open for AHS service calls. I was irate, paid him his $55.00 and sent him on his way.
The office then left a message on my voicemail stating that the unit was in disrepair due to my neglect and that it would not be covered. I would say my customer experience has not been stellar. I believe Fidalgo was unprofessional and he represents the company. When I requested another company for a second opinion, did not have one and couldnt provide one. In the future I would recommend that when they refuse to cover a unit under service warranty, deliver the message by speaking directly with the customer, not leaving a voicemail message. I spoke with disputes/customer service division the next business day and was told to have another insured company come and review the furnace situation, which I immediately did.
I called Frasair Company who is well known in my area and had installed this unit 16 years ago in my new home. They stated that the motor burned out due to normal use and age. They cannot diagnosis a motor failure without removing the motor. I have enclosed the bill for review and expect to be reimbursed for this charge. They gladly have taken my money for warranty contract through American Home Mortgage for the last 10 plus years in my new home. I havent used service for at least 5 years. I do not feel I have been properly serviced for this furnace issue.
What kind of service/repair company doesnt have an address on their invoice ? In my 30 years as a homeowner I have never had service done in my house and been given a receipt with no address on the bill. If we cannot come to a mutually agreeable conclusion on this issue --- I expect to be compensated for the repair of my furnace. I will be forced to go the Consumer Affairs Department in all states involved in this problem. I will make a formal complaint to my Mortgage Company, Wells Fargo as well as take this to small claims court. I have recommend dozens of family and friends which I cannot do in good conscience in the future. In fact, if I do not get compensated I will let them know of my experience and let them make their own conclusions.
We had Frasair repair the furnace as instructed by AHS and submitted the bill for $962.00. The sent a letter refusing to pay the bill on April 14th from Vicky Fergson. Frasir who installed the unit said the unit had been maintained and it had failed due to normal use/wear & tear. The unit is 16 years old.
Anne of Nassau NY (04/21/08)
I have had American Home Shield for the past two years and I must say I have been very happy with the service each time I've had to deal with them. Granted, I've never had a problem that needed emergency service. Rather, each of my issues was something that caused an inconvenience but could wait a few days for resolution. The service people who came to my home were pleasant and helpful and each issue was resolved on the first trip.
Danny of Houston TX (04/21/08)
DO NOT USE AMERICAN HOME SHIELD! It is a scam! They will deny everything due to lack of maintenance. We live in a home with an air-conditioner that is less than five years old and is regularly maintained. Our compressor went out this past thursday and AHS sent out one of their vendors to diagnose the unit. The company refused to cover any repairs because they say our air-filters were dirty. They told me to call back on Monday morning and they may be able to get a second opinion.
After 3 days in Houston, without air condition i called on Monday and they said it would take another 48 hours to get a second opinion.AHS also told me that if the 2nd opinion was the same , we were not covered.We are fixing the unit ourselves and will be taking AHS to court for the repairs.
Asia of Oakland CA (04/16/08)
I made an request for service on my microwave, February 25, 2008. The service tech came out on February 27, 2008 from U.K.H. Inc. DBA California Appliance, 27022 Corral Hollow Road, Tracy, CA 95377. I was charged a $55.00 fee. The receipt said Need Mag I was told that there was a manufacture's warranty on the microwave, so AHS could not repair the microwave. AHS also sent me a letter to this effect, dated Feb. 28, 2008. I called Sear's, where I purchased the microwave. I was told that the warranty was only for one year. The microwave is now two years old. I called AHS office and explained this fact. Since then I've spoken to several of AHS representatives. I was asked if I wanted to replace the microwave or have it repaired. I asked that it be repaired. Then, I got a call asking me to measure the inside and asking about specific features. I told them I felt that was the tech person's job.
On March 5, 2008 UKH was to come, but no one showed up or called. I called AHS and spoke with Shelly on March 5, 2008. She assured she would take care of things. Shelly stated that AHS would give $207.25 towards a new microwave. I told her I wanted it repaired, because it is only two years old. The part was to be ordered and would arrive in approximately ten working days. Today is April 16, and I am still without a microwave. On March 23, 2008 I spoke with Faye from AHS. Again I was asked the same questions about repairs or replacement. Again I was told the part would be ordered. I have not heard from anyone, and I am still without a microwave.
The damage is that each month AHS automatically deducts a payment for a service I have not and I am not receiving. This is fraud. I have been inconvienced for approximately two months because of AHS incompetent service. I am appalled at such incompetence.
Raj of Northridge CA (04/15/08)
Problem with Sub Zero: We had cooling problem with our refrigerator 6 months ago. We called AHS and had a contractor come in. Took him 4 hours to find the problem and his solution just add Freon. He left and again the same issue.
I called AHS and they said we need to place another request. So we do, pay the Appliance Co. $55 service fee. The companies AHS contracts are under par. Have no education, cant speak proper language. Looks like none of them even have a diploma in their profession. The technician cant even pull out the frame to see what is going on. He wants to leave as he says it is not installed properly,. We help him open the frame. In couple of seconds he says cant reach Compressor, it is dirty. We clean our system every 3 months. So how come he cant reach the compressor. He calls the Authorization Dept. Says well,i cant reach the compressor as if it is in the Black Hole. The Verdict: DENIED, Case closed,. I have been on the phone with them and arguing but they dont care.
PLEASE IF THE CONSUMER HAS ANY SENSE., DO NOT BUY AMERICAN HOME SHIELD WARRANTY. THEY ARE JUST THERE TO CHEAT YOU OUT OF YOUR SERVICE FEE AND YOU END UP HIRING OUTSIDE COMPANIES TO GET THE ISSUES RESOLVED. EACH AND EVERY REQUEST DENIED ON THE BASIS OF LACK OF MAINTENANCE. WORST COMPANY IN USA. THEY NEED TO SHUT DOWN. SHAME ON THEM AND THE EMPLOYEES THEY HAVE HIRED.
Raj of Northridge CA (04/15/08)
Problem with Sub Zero: We had cooling problem with our refrigerator 6 months ago. We called AHS and had a contractor come in. Took him 4 hours to find the problem and his solution just add Freon. He left and again the same issue. I called AHS and they said we need to place another request. So we do, pay the Appliance Co. $55 service fee. The companies AHS contracts are under par. Have no education, cant speak proper language. Looks like none of them even have a diploma in their profession. The technician cant even pull out the frame to see what is going on. He wants to leave as he says it is not installed properly. We help him open the frame. In couple of seconds he says cant reach Compressor, it is dirty. We clean our system every 3 months. So how come he cant reach the compressor. He calls the Authorization Dept. Says well,i cant reach the compressor as if it is in the Black Hole. The Verdict: DENIED, Case closed,. I have been on the phone with them and arguing but they dont care.
PLEASE IF THE CONSUMER HAS ANY SENSE., DO NOT BUY AMERICAN HOME SHIELD WARRANTY. THEY ARE JUST THERE TO CHEAT YOU OUT OF YOUR SERVICE FEE AND YOU END UP HIRING OUTSIDE COMPANIES TO GET THE ISSUES RESOLVED. EACH AND EVERY REQUEST DENIED ON THE BASIS OF LACK OF MAINTENANCE. WORST COMPANY IN USA. THEY NEED TO SHUT DOWN. SHAME ON THEM AND THE EMPLOYEES THEY HAVE HIRED.
Kim of Phoenix AZ (04/14/08)
March 2008 AHS has been great about repairing my air conditioner and fixing my ceiling fans. However, when I called about having mold in my dishwasher, it took a more than week for them to get a repair tech to my house. I explained that I first saw mold approximately three weeks ago, and I cleaned it out with bleach. A week later the mold came back, so I cleaned it out again. The tech from Arrow Appliance (Phoenix) spent a whole 5 minutes in my house and said he knew the problem before he even showed up. He said it wasnt installed properly; there was not air gap in the hose and my garbage disposal was backing up into my dishwasher. He said my dishwasher was not repairable; it was unsanitary and needed to be replaced. More than a week later, after numerous phone calls (no one ever answered, we had to leave voicemails), we were told that our claim had been denied due to the diagnosis that the dishwasher wasnt installed properly. I asked why the repairman wouldnt have fixed the problem if all it required was to fix the hose. I asked What did I get for my $55.00? Monica said that the $55.00 charge was for a worker to come out and give a diagnosis, not to repair or fix the problem, and the diagnosis was that it was installed improperly.
We told AHS that we didnt have problems until after our garbage disposal was fixed (by AHS) so they sent out the owner of the company who had replaced the disposal. This gentleman said (of course) that it was installed properly, that he thought the hose had just fallen down from continued use of the dishwasher. I told Monica that I would consider that to be normal wear and tear and she said she could understand why I was confused. Then, she said that they dont know why my dishwasher has mold, but Andy from Arrow Appliance said that he wont stand by his initial diagnosis, and now says that maybe it was installed properly and it just fell down during the three years of use. When I asked Monica why the mold is in my dishwasher if its not because its installed properly, she said she didnt know, that I would need to replace it. I said I dont want to replace the dishwasher and have the same problem occur again. According to her earlier comment, the $55.00 fee was for a diagnosis, but they still couldnt tell me why my dishwasher has mold. If I paid for a diagnosis, then I want one!
Monica said the diagnosis is that the dishwasher has mold. I said that the mold is a symptom; the diagnosis would be the reason why the mold is growing there to begin with. She said that AHS definition of a diagnosis was that my dishwasher has mold. Ive tracked where each time weve called AHS, its taken the rep or supervisor 5 or 6 working days to respond to our calls. Each time they did call back, they would call our home number, even though we repeatedly asked them to call our cell number. We are two hours behind, and when we get the messages at home the office is already closed. When we call back the next day, we get a voicemail and the cycle starts again. I have no choice at this point but to assume they are calling my home number because they really dont want to talk to us.
I feel that my monthly premiums have been a total waste, as well as the $55.00 charge that has resulted in absolutely no service to date.
Donald of Plano TX (04/10/08)
I have been waiting for my fridge to be repaired for 6 weeks. The policy calls for repair or replace and now they want me to wait another 3 weeks to repair it and the tec has never done a system like this before
no fridge
Jim of West Des Moines IA (04/08/08)
our refrigirator was acting up and food was beginning to go bad in the freezer so my wife called american home shield they sent out a service tech. and he told us the compressor was bad and it would approx. 400$ to replace. at that time we called american home shield back and they said they wasnted a second opinion so they sent another tech out from a different co. he told my wife that he would have the problem fixed in 10 minutes before he even looked at the refro. then he said that it was a dirty compressor and that it was not covered that we would have to pay 123$ more and american home shield agreed with out even seeing the report from the first tech.
It got so bad when i questioned him about this finding that he begin to advance at me and say did i question his integrity at this point i told him to leave or i would put him out and called the police. then when i called home shield back they continued to go over the same taught talking points but did not even care that all of our food in our freezer had gone bad.
all of our food went bad in our freezer and we don't know about the food in the frig. part but as it stands right now we have no sorce of cold food in our home thanks home shield.
Krishna of San Marino CA (04/07/08)
April 6, 2008
I have a service contract with American Home Shield, a home warranty company for many years now. I wish to file a complaint about their fraudulent business practice. I have been paying all their premiums in a timely manner, like a good customer.
Recently, our refrigerator needed repairs. The contractor determined that the condenser needed to be replaced. The company denied service on the pretext that the refrigerator was not in the kitchen. The refrigerator is big and we kept it in the laundry room, right adjacent to the kitchen. In the past the same company has denied claim to repair our microwave, on the pretext that it was not built in and also denied repair on the airconditioner saying that it was not installed properly,even though we live in an area where the home inspection is very stringent and the air conditioner installation was per code and had passed the home inspection.
This company obviously looks for any flimsy reason to deny claim. It appears that there is a dollar amount above which the claim will be denied on one pretext or the other. The reasons for denial defy basic common sense and logic, but the company is allowed to get away with such crafty business practice, because these riders are built into the fine print of the contract. This business is nothing more than a cheap con job, duping millions of people into paying high premiums for dishonest service.
The company puts up a false facade of caring for the customer, sending prompt email reminders about contractor appointments, but denying later repairs. Of course, the contractor charges for the first visit out to identify the problem, so it is obviously in the interest of the company to ensure that he/she comes in to check the problem, so they can claim their service fee.
Larry of Atlanta GA (04/01/08)
I have had two experiences with this company, One with my main property and most recently with a vacation property purchased 4 years ago. Both problems involved the air conditioner needing replacing and we had no problems with American Home Shield. We followed their procedures and the replacements were made. My daughter bought a 40 yr old condo 5 months ago and she had an American Home Shield warranty paid by the seller. Shortly after taking ownership she had to replace a washing machine, again no problem. I will use this company when I am ready to sell.
Jerry of Myrtle Beach, SC (03/26/08)
I have had AHS for 6 years and have had an air conditioner (central air), garbage disposal,shower faucet and a hot water tank replaced and it didn't cost anything over what the service fee was.
Joseph of Martinez, GA (03/26/08)
One of the rear burners on our drop-in electric range ceased to function. We called AHS to have a tech come to our home to repair it. The first tech spent hours diagnosing and replacing everything he could think of and called Whirlpool in his attempt to repair the problem, but he could not. After we informed AHS the range had not been repaired they tried to send him back, he stated we should get a 2nd opinion as there was nothing else he could do. Second company came out, saw who the first one was and stated that JR was the best tech in the area, if he couldn't fix it then he'd contact AHS and ask them to replace the range.
AHS didn't like that and send another tech, who couldn't repair it, then another company and two more techs. Finally after an extended conversation with a Supervisor at AHS they sent a rep from Sears (the 7th tech). He stated that he didn't know what was wrong and everything had already been replaced but he would call AHS and report the problem. He also stated that when he called tech assist they told him he could not state the stove was unrepairable.
Five minutes after he left Sears called to state that the range was operating within normal parameters even though it still shuts off after 5 minutes.
Beatriz of Ocala, FL (03/25/08)
We called AHS 3/6/08 for an emergency repair in our electrical panel breakers. We were without running water and air conditioning. The service call never came and they gave us a schedule 4 days later.
We said we couldn't wait because we have a 11 years old kid who can't be 3 days without water. They advised us to find any electrical handyman in the area and they would pay that bill, so we did. On 3/7 we called to cancel the AHS appointment and asked for instructions for the reimbursement. They told me we needed to ask first for authorization and they never did pay the $140.
Four days later AHS sent an electrician. We told him we already canceled the job and he left.
On top of not paying us the $140 for the emergency repair, they charged us $55 for the handyman who came 3 days after we cancel the job and did nothing.
M/m of Hilton Head Island SC (03/24/08)
American Home Shield provides an appliance warranty program, guaranteed for customer satisfaction. We have paid our $550 annual premium faithfully for over 10 years. On Saturday, March 22, our water heater burst at apprx midnight. We tried to clean up, etc, contacted AHS at about 2 AM only to be told it would not be until Monday for their contractor to call us. I called back on Sunday morning to explain that our ceiling and walls had water pouring down, and that we could not wait until Monday. Well today is Monday. I would aggressively push for a class action suit and I am going to aggressively pursue this. I am a Realtor, and have always suggested this program. Not anymore.
My ceilings are sagging, my walls have to be replaced, after 4 1/2 days, taking off 2 days from work, I have had to make arrangements on my own and pay out of pocket to get my hot water heater replaced, and get water in my home. As a Realtor, I will no longer recommend this company. Their advertising is false and misleading.
Alba of Sylmar CA (03/24/08)
In January I called for service on my washer and stove. Different technicians were sent for corresponding appliance. The techs for the stove were asking each other what it was as they did not recognize the late 40's early 50's piece. They spoke english with difficulty and left a work order that was not legible and stated prior to departing that a determination would arrive in writing. The determination was that they reported we had broken off what they referred to as a thermostat. It is actually a sensor on the rear burner. Sensors are not broken off and what we reported is that the rear burners do not lite at all and therefore leak gas.
Still leaking gas and by the time the determination arrived, the company told us it was too late to request a second opinion. I was told over the phone I had 3 days to request such and pay for it (no charge if it had been their determination) Their contract clearly states that SENSI burners will be replaced with standard (no sensors). I have been with AHS since 1999/2000
Mohammed of Sterling VA (03/24/08)
On December 26, 2007 I requested service for the repair of my oven. After I made a request for service call, American Home shield dispatched Appliance Thec Inc. I waited 2 days for a response but nothing seemed to be happening. I called AHS but to my surprise found out that this company apparently is not trained to work on this type of appliance. Then I was told that Sears had been dispatched to repair my oven. I received a phone call from a person with the name of Mike and he told me that a technician would be contacting me within the next 48 hours, but no call was received, and when I called Sears, I was told that the request had been cancelled but they didn't have a name for me as to who cancelled the call.
Then I went back to AHS and I once again was told that another company would be dispatched. Nothing happened and I did the same thing several times. The last time was on January 5, 2008 when I was told that I would be contacted the same day but nothing happened once again. After I sent a complaint to AHS I received a call from Rudy who told me and I am quoting, "This time they're not going to let this one fall through the cracks."
Then a company called Appliance Service Depot was dispatched. We made an appointment on January 12, 2008. The technician checked the oven and told me that a part was needed. After taking down the necessary information about replacing the bad part, he told me that he would check with AHS and order the part. About a week went by and again nothing happened. On Sunday, January 19, 2008, I received a call from the technician, asking me if I want to purchase the part or not. I said to him that he needs to check with AHS for that--not me. He rudely said that I don't have insurance and that I need to pay for the part. I advised him to call AHS. The following day I called AHS and spoke to Rudy and he told me that the part would be ordered and I would be contacted for the replacement. About a week later, the part arrived and the appointment was made for Wednesday January 30, 2008 to replace the part. The technician was late even thought I told him to make me his first job that day. He showed up at 11:00 AM in a bad mood and a sleepy face. He also looked like he was under the influence of alcohol. On top of that, he came with the wrong part, and angrily left when I asked him to leave.
After 3 months the repair has not been done and the oven still doesn't work. After all the time wasted in dealing with this I lost more than $500 in lost income and hours writing or talking on the phone.
Tony of Indianapolis IN (03/20/08)
I purchased my first home in November 2007. The purchase came with a Home Warranty Plan from American Home Shield. After a December downpour, I noticed a stain on one on the inside walls. Concerned that there might be some small tear in the shingle, I contacted American Home Shield for the very first time. They set up an appointment and told me that I would need to be at my home within 30 minutes of their arrival. Since I only live 20 minutes from home I thought: no problem. I received a call from their technician after 4:00 PM telling me he was on his way; I had been waiting by the phone all day. I took off immediately from work. Well, he waited 17 minutes and then left. I was so upset. Not only did I call the Roof Repair Company who left a note that they would reschedule, I also contacted American Home Shield to voice my displeasure. The Roofing Company has never responded, and AHS only told me I would have to call the Roofing Company to reschedule.
After failing to be able to reach them, I contacted AHS again and was told by a service desk worker that she would try to call the company on my behalf. I told her at that time that I really did not want this company doing any repairs as I normally would not do business with a company that had ignored me. I live in Indianapolis, IN, which is a fairly large city, and she offered to see if another company was available to take a look. Then she told me that there was only a single company quite a distance away that serviced roofs in Indianapolis. After waiting again for a service call, I never heard from the company. I have voicemail.
After a couple of weeks of hearing nothing, I then received a call from a lady who identified herself as being with AHS asking me how pleased I was with my recent repair. I thought it was a joke. I then told her the whole story and never heard an apology or an offer to look into the issue. At this time, I have never heard back. This is a badly managed company. AHS was a complete waste of money and time.
Dana of Oklahoma City OK (03/17/08)
I purchased a Condo 6 months ago with an extremely old Central AC unit so I purchased a Home warranty with AHS(American Home Shield) with the understanding they would warranty this. The AC was serviced before closing and ran fine for the remainder of the summer. I turned it on a few days ago and it began making a loud noise so I called AHS for service. They sent a contractor for service. The Contractor stated the AC unit would need a new compressor and AHS would be in contact with me with Instruction to fix this. Ahs called me back 3 days later and said the compressor would not be covered because the AC unit had not been serviced. I explained to the Rep at AHS that I had only owned the Condo for 6 months from fall to spring and it had been fully serviced prior to closing. I offered to send them proof of this but they would not accept any of the documents. At this point I am getting estimates from contractors to fix this and am still trying to get them to Honor their warranty.
Anna of Union City CA (03/12/08)
I am a Real estate agent and I have been referring AHS to so many of my clients. My clients used to complain about AHS every time, but I always gave benefit of doubt to AHS as I thought every company has their share of unhappy complaints. But when it struck me personally, I understood how bad their service was.
First, I had their service for all my rental properties. And every time I called them for a problem, they denied the service either on grounds of lack of maintanenance or abnormal wear and tear. How do you define abnormal wear and tear and lack of maintenance? The faucet of my bathroom went bad and AHS denied to repair. I asked for second opinion and paid out of my pocket and the second plumber could repair it in 10 minutes. All their contractor vendors are below par.
Second, recently I had a problem with A/C unit. The service technician reported that there was lack of maintenance and therefore has to be replaced and cannot be covered under AHS. I wanted to get a second opinion, but they don't have any preferred vendor other than this guy in that area. So I paid separately to another vendor and he said that A/C unit is perfectly fine except that there is a leak that has to be fixed. AHS does not want to pay for the repairs, all they can do is lift the exclusion on A/C for future repairs. All in all, pathetic company and service. So avoid it totally. So which Home warranty is a better one then? I don't know, I am still trying different ones and post my feedback on this website.
$2500 to replace the A/C unit.
Mack of Spring TX (03/06/08)
It's is about AHS' taking 3 weeks to fix a refrigerator. This is crazy. Their customer service is rude--all with a bad attitude and no help whatsoever. Their customer relations in their home office in Iowa is also out of touch with reality. They will do anything to blame the problem on you; everything is a "no". Customer service is otherwise in India, Pakistan and South America or any 3rd world country. It all puts American Home Shield people to shame.
Penny of Joplin MO (03/06/08)
I called AHS to request service. When I was informed that I had a delinquent payment, I informed them that there must be a mistake since this was auto-pay and I had already made those arrangements. He then accused me of not making those arrangements. He then began to laugh at me when I requested his supervisor, and said that I was speaking to the only one at AHS. I asked for the company address; he continued to laugh at me. I called again and spoke to Catina who then gave me correct information. I am so disappointed in their customer service that I will be logging an official complaint with their company.
Rex of Albany NY (03/06/08)
American Home Shield is the BEST! I read all the complaints, and ONLY 1 person posted a good one. Make it #2. I manage/own a sizable portfolio of rental properties, and have the nothing but good experiences. Once in a while, I may talk to not too bright service reps, but once I explain or educate them, it all works out. There have a been several scenarios where AHS has not found a contractor (especially late at night or at freezing temperatures), and they would allow outside authorization. Being in this line of work, I know a lot of contractors for just about any job, and have things have ALWAYS worked out. People have feelings, emotions, and problems; and one must learn to interact/communicate/listen properly to people. Then you will see the win/win scenario at the end.
Richard of Shreveport LA (02/29/08)
Today is the 29th of February 2008. On October 25th, 2007, my over the range microwave oven stopped working. After over 20 visits by technicians from 4 different AHS contractors, it is still not repaired. And AHS still says it is repairable and will not replace it. I have spoken to several customer service people at AHS, and they have been polite, but they keep insisting that the microwave is repairable. After almost 4 months of messing around trying to repair the microwave, they did offer me a buy-out option which was not adequate, so I did not accept it.
After 6 weeks without a microwave, I purchased a countertop MW oven to use until the over the range MW can either be repaired or replaced.
Brian of Kentwood MI (02/28/08)
AHS is ridiculous. I recently purchased a home, had it inspected, and everything passed. Three months later, my furnace began to act up. I had an inspector come out, and he verified that a new furnace was needed. A new furnace was covered under my home warranty with AHS. After getting the estimates, etc., I spoke with AHS about the amount needed to replace the furnace. They basically told me that they can get a furnace for around $600. Great, right? However, the problem is that this price is only available to them and not available to their customers.
So basically, they are quoting furnaces at prices that are completely unattainable. After continually calling and getting absolutely nowhere, I received a check in the mail for, you guessed it, $600. Good luck finding a furnace for $600--let alone getting it installed. AHS is a joke, and they basically give you the run around until you have no choice but to go ahead and fix the issue.
Rp of K IL (02/26/08)
We have been an AHS customer for years. We had a service call recently. The tech on-site was extremely rude. He kept saying I am not being rude, and all this while he was. It felt like he didn't want to come for the call, and someone forced it on him. I have informed AHS. If they don't do anything and let their customers be treated this way by their contracted companies, I will cancel my contract with them. Will keep you posted. I will not tolerate this sort of behavior. I was having a perfectly good day; and then this guy had no right to talk the way he did. For what, why----why was he so obnoxious?
Mark of Anaheim CA (02/18/08)
Several months ago, the lights for a portion of our home failed. We called American Home Shield, and they sent out a technician from Platinum Electrical Service. The technician checked burned out bulbs, flipped some switches and then confirmed that no electricity was going to the switches in question. We volunteered that we had removed the FACE PLATES from the switches in one half of our house to paint the walls, so please feel free to check the switches to determine if they are faulty. Rather than diagnose the problem (he did not check them), he wrote down on his assessment that we removed the switches themselves (not the face plates) in order to paint, and that they were not installed properly afterwards.
My wife and I have called several times to try and clarify the situation. The supervisor from American Home Shield tried to inform me forcefully that we had no recourse. The Supervisor, Ed, was rude, ignorant, and repetitive. (He repeatedly informed me that I had no recourse.) It would be nice to staff these positions with educated, informed employees, not ignorant, bullies. I moved on from the insurance company to the Platinum Electrical to to clarify the misrepresentation. No luck there so far...still trying.
No lights on half the house and no external lights. I suspect this will cost thousands to diagnose and resolve.
Nacy of Columbus OH (02/18/08)
We lost all furnace/heat over the weekend. We called AHS and was told no-one was available to take care of emergencies. We informed them that we had a 9-month-old infant in the house, and the home was very cold (Ohio winter weather). The company, Brokaw Heating in Canal Winchester, was assigned to come out within 1-2 days (horrible service). When we called Brokaw, they hung up on us and continue to be unresponsive. We have called 6 times to AHS only to hear the same thing--nothing.
These are unsafe conditions for our baby. The last person we spoke with, Lynn at AHS, told us to turn on the stove (a known fire hazard). We are cold and need help.
Donna of Wilmington DE (02/14/08)
We bought AHS policy in July of 2007. Our dishwasher was not working as of the end of 11/20/07. I called in the beginning of December, and the lady in the local contractor's office said she would schedule an appointment on December 28th (requested by me to avoid the holiday mess). That day comes and no contractor showed. I called the office again, and she said she had no record of that appointment. She then tells me to call the AHS 800 number to tell them first, and then she will call me to set up an appointment. I did that after the new year, and we set up an appointment. It is now January and no contractor showed. I called AHS to complain, and they called the local contractors office. They reported that there was no appointment. We were furious and canceled that night, Jan 9th. We put $448.98 into this contract and nothing has been fixed.
That same night I picked up National Home Protection(NHS) policy. I paid this time $351.91 for the year. They said my contract would not go in effect until Feb. 9th. I called on the day the contract went into effect to have someone get the dishwasher fixed. On Feb.11th a contractor came out and took a part and said he would need to order a new one. Then I get a phone call on Feb 12th. from the contractor saying that NHS will not pay for the dishwasher because it is a pre-existing condition and that we would have to pay out of pocket!
We are extremely frustrated and put a lot of money into both contracts.
Sharon of Silver Spring MD (02/13/08)
My air conditioner wasn't working. American Home Shield (AHS) sent someone out who fixed it. It lasted for a couple of weeks and then died again. It was putting out warm air. They sent someone else out who said that the air conditioner wasn't wired properly, and therefore, AHS would not cover to repair it. I had to pay $100 to get it wired properly. Then the technician said the improper wiring shorted out the thermostat. They could replace the thermostat for a few hundred dollars. I decided to use another electrician to replace the thermostat and then called AHS again. Then they told me that I had to provide proof to them that a certified electrician replaced the thermostat. Why? When I moved into the house I had no proof that certified technicians worked on any of the appliances, etc., before I bought the house. They refused to send someone out until I could provide the proof. Of course, no certified individual is going to sign anything that he doesn't know how it will be used. So, AHS refused to send someone out.
Finally, frustrated, I demanded that they send someone out and their technician could let them know it was properly installed. Of course, by now I had to pay for another visit ($59 ea). Because I was so frustrated, they sent someone out who told me that they had to order a part to repair the air conditioner. Several days later it was finally repaired.
For what was supposed to be a $59 repair charge, I paid $59x2 and $100 for the wiring and a couple hundred dollars for the labor to install the thermostat and I forgot how much more for the actual thermostat. Not to mention the time I had to take off for several visits.
Ian of West Orange NJ (02/11/08)
AHS Referred a company named East Coast Mechanical to repair my furnace. The initial referral occurred on 12/18/07 and I have received a litany of excuses from AHS about why they can't refer another company: nevertheless, I still don't have any heat as of 02/11/07
I work from that area of my home!
Gloria of Florissant MO (02/11/08)
From Oct. 07 to Feb 08 I have not had heat. This company has had at least six to eight different heating companies come to my house to look at my furnace and none could repair it. The last co came out and ahs was told that the coils on the furnace would have to be flushed out before I could get heat. Needless to say ahs decided that this was a maintenance problem and would not authorize the completion of the repair. I called and tried to reason with them after being jacked around for four months but I could only speak to someone in customer service and was told in not so many words that any letter to the owner would only be sent to their department and nothing would be done. I am paying a monthly fee for what? This is the first time I have had a service call with them and I would not recommend them to anyone. The service was lousy and so was the knowledge of the eight different companies that they sent out. My opinion of the company is Lousy, Lousy, Lousy.
I still have no heat and will have to find a reputable co that can flush out the coils on the furnace.
C. of Austin TX (02/09/08)
I can't believe all the complaints here. I've had AHS since 10/98 and have been EXTREMELY satisfied with service provided by the company and the contractors they have sent to my home. The one time a 2nd call had to be made, there were no additional charges, and the problem (dishwasher) was repaired. I have nothing but praise for the service I have received through them.
Frank of West Columbia SC (02/08/08)
I purchased a condo for my son, a student at college, that included a warranty from AMS. My first call, six months later, involving a water leak, was never returned. I called the company 24 hours later to be informed that they could not find a plumber in the area (10 miles from Charlotte NC), but they were actively looking. Eight hours later, no call, I called again with the same response. They would not accept a list of plumbers from me as they had to be on their approved list. Only after requesting my contract be canceled did they give me authorization to call a plumber.
I called a service person, had the leak fixed within the hour and the resulting charge was less than the co-pay AHS charges! Upon inquiring about their guaranteed response time, they offered that if I pay more money to classify my problem as an emergency they could find a plumber. In two days they never initiated a call to notify me of any status. I have found hundreds of complaints with the same story. They are a SCAM.
An expensive lesson learned. To add insult to injury, I received notice that my renewal was due a few weeks after the incident. I declined their offer!
Donna of Gwinn MI (02/06/08)
We called AHS after finding out our furnace was giving out high amounts of carbon monoxide. AHS called a provider who called us within 1 hour of our first call to AHS. The company came out to my house and stated I had a cracked housing on the furnace. At that time the company shut off my gas and unplugged all wires to the furnace leaving us with NO heat in sub zero weather. The service provider wrote up his work order had me sign it and collected his service fee. The next morning the service provided sent another person out to look at the furnace to see what I would need to replace it and get back to AHS. The service provider stated that I had a few options to choose from but only gave me a quote on one, which of course was there highest priced furnace.
The provider left my house and later that after noon we received a call stating that AHS would not pay for that furnace as they considered it an upgrade. AHS us they would only play $2953 as a cash out option. AHS never called us. We called back a few times that day, now this all started on Thursday, Friday evening we were still waiting for a call back, with no call back friday night, so saturday we called back they stated they were still waiting approvals. with no call on sunday from AHS. Monday we decided to call again to AHS. at that time the person answered said she understood we are without heat in subzero weather but they are waiting for answer from supervisors. Well after that call and much searching on the internet, I decided it was time to call a higher up person. I got hold of Carolyn, the CEO secretary, and she was great.. and a huge help. Learned a lot about how things work with AHS.
All said and done we have done with the cash out but the furnace cost us $5331 and ASH will cover $2953 of it. Now I do have to state this is an upgrade which AHS does not cover. But AHS also can't find anyone in my local area to put what they want in which is a builder's quality furnace. So what was turning out bad has worked out good and a huge lesson learned. Still waiting for the cash out, they say it takes 7 day from the time we fax a paid receipt for the furnace.
Amy of San Antonio TX (02/05/08)
Shortly after moving into my new home 2 years ago, my air conditioning on my heat pump went out. When I realized that AHS covered this item fully, I contacted them to have the air conditioning repaired. They sent out a series of 10 contractors to 'fix' the air conditioning. Literally - 10. None - I repeat NONE - of them have been able to get my air conditioning to work longer than 3 months. They have spent hundreds, if not thousands of dollars. At one point, due to their incompetency and that of their contractors (I filed a complaint about one of them on line with Angie's list, but AHS still sends them business - amazing), last summer for 2 LONG weeks in San Antonio Texas, I had absolutely no air conditioning. It was the most miserable 2 weeks of my life. Plus, I have 2 small children, one with asthma. Can you imagine? They paid for me to have 3 of those days in a hotel (a very cheap one) and that was all they did. Afterwards, the AC worked for another 3 months and went out again. I've called and their ridiculous customer service center will not transfer me to a supervisor, they just take messages. I called the corporate office and left messages for their Executive team but no one responds. I can easily say that this is the worst company I have ever done business with. At this point, all I have is a ton of receipts and no air conditioning.
Sandeep of Jericho NY (02/02/08)
They could not fix the ceiling leak. When they were able to fix it, within weeks it started leaking again. AHS sent people to my home again and showed the pipe to me, which was put in last time. It was leaking, and they said it was my fault. Even though the guy who came to fix it told me quietly, it is not my fault. But the AHS people did not listen. Also, I complained to the CEO of the company in writing but got no response. In addition, they are charging me $95 per call while the rest are charging $55.
Too many of my work hours wasted not to mention my money and pain in dealing with them....
Timothy of River Oaks TX (02/01/08)
My wife and I bought a home in Dec. '07 that came with a year of coverage by American Home Shield. We called for service on our central heat. We were told that the heating element had a sequencer that was out, and the evaporator coil was 35% restricted. Also the return air was undersized, and the ductwork in the attic was in the way of the service panel. American Home Shield denied service stating that all problems were due to improper install. I've worked in this trade most of my life and know that the sequencer and the dirty coil were due to normal wear and tear. The return air is undersized, and I can correct that myself. The furnace and ductwork are in the attic, and there is limited space there to work in. There is nowhere for the ductwork to be moved to. The service man that diagnosed the problem was probably 6'5 and 300 pounds. An average size man like myself has no problem getting around the ductwork.
When I called to dispute this with American Home Shield they said that they have to go by what the tech. said in his diagnosis, and that all problems are due to improper installation. I called the service company that diagnosed these problems, and they stated that the sequencer on the element and the dirty coil were normal wear and tear and that American Home Shield were notorious for making their own interpretation of diagnosis to fit their own needs, which is obviously denying claims for service. I would advise anyone looking for a home warranty service to carefully study the choices that are available, as I should have done.
Deborah of Stockton CA (01/31/08)
This is about the 20th time we've dealt with this company, but to no avail for reasons that are too many to mention. Bottom line is this, they cover items in AND out of the home when they feel like it, and not according to the contract. We have a problem that may be on the outside of the home that they won't cover. At one point they covered a pretty minor EXterior electrical problem we had with our home years ago, which naturally caused us to believe they covered the exterior regardless of what the contract states.
But when the plumbing on our home's exterior starts leaking, they say no. The plumber obviously told them how much it would cost after he called them soon after he received the service fee. The woman on the phone was very persistent on telling me they wouldn't pay for anything, which didn't surprise me one bit.
Bobby of Grand Prairie TX (01/29/08)
My hot water heater has been providing inconsistent water temperature and rust-colored water. It is almost 18 years old. I called AHS and had a service call. The tech claimed it was only a faulty thermostat, but AHS would not cover it because they claimed it was not working due to insufficient maintenance. I called to appeal the decision TWICE. They could not care less. Are there ANY reputable home warranty companies out there?
Elizabeth of Lancaster PA (01/25/08)
I purchased a house in early 2007, it came with an AHS warranty. In May I phoned and reported that the dishwasher was not washing plates/cups/etc. They eventually had a company come out. It is now Jan 2008 - 9months later and I'm still trying to get the dishwasher repaired under their warranty program! They've sent techs out from various companies over this time frame -- items replaced to date: pump, ball, both wash arms/wands, heating element.
I believe that I contracted meningitis because the dishwasher is not cleaning items properly. Additionally, I have had to take at least 4 vacation days off from work to be present for the tech to diagnose/repair the dishwasher. THIS IS UNBELIEVABLE! Final straw, the AHS reps would like to know why I don't hand wash everything until they get the dishwasher fixed? I was told that they must have a tech give them a mechanical fault and it must be replaced. Gosh, the tech working for another company now dictates to AHS! How does AHS stay in business?
Caitlin of PA (01/23/08)
We bought the home warranty when we settled on our house, we noticed a leak in our ceiling, called AHS, and they sent out a plumber. The plumber alone was hard to set up appointments with, but when they finally came out three days after placing the call they determined it was a leak behind our faucet in our shower and tub. It would take a day to get the parts in, but it would be covered. Two days later we find out that no, it won't be covered because it needs an upgrade so now we are spending $355 on a faucet. When they come to install it the work order is wrong and they forgot a part, so we could not use the shower but we could use the tub. My husband took a bath and 10 gallons of water came through my ceiling as it turns out the tub had damage no one told us about. AHS has paid for two $40 valves while we have paid $355 and are now looking at thousands for a new tub. We called to ask what exactly was covered, we are calm people, my husband was hung up on and when I called back I was snickered at. The supervisor I spoke with gave me attitude. They are the rudest people I have ever dealt with, I feel cheated and insulted. I would not recommend them at all. it would have been so much easier for us to call a plumber we trusted than to put up with their shenanigans, once you pay for the policy they do not care.
Louise of Raleigh, NC (01/21/08)
Our AHS Contract of no value. After seven years of paying on this insurance policy, we tried to process a claim to replace an unrepairable dishwasher and it was denied. Three attempts were made to repair it, necessitating three service charges ($165 total) and time off work. Conclusion was well water caused build up and it would just continue to happen. Claim was denied and canceling the contract would incur additional charges - no refund.
No repair, no refund, no option to cancel. Out $375 annual contract, $165 in charges and one and a half days of work, not to mention six phone calls.
Corrina of Morrison, CO (01/20/08)
I have used AHS services 3 times and the problem is still not corrected. I have been unable to get a qualified technician to come to the house and because I have had water backed up in my basement three times, without prompt remediation of my problem, there is damage to the flooring.
I have requested two times to have a different technician sent, but I was told that I would have to pay again. The technician incorrectly diagnoses the problem each time that he comes to visit. Additionally, this technician is very rude, creates a large mess that he refuses to clean up and refuses to interact with women.
When I asked to speak to a supervisor, each time I was told that no supervisor was available and someone would return my call. A supervisor never returned my call.
Lw of Canyon Country CA (01/18/08)
I filed a AHS service request for a faulty bathroom exhaust fan that was out of service for a week. It stopped working suddenly. AHS sent a service technician who wanted to collect the service fee before he performed the job. I was suspicious, and I called AHS to find out what happens if the service technician couldn't do the job. The representative assured me that it was the procedure, and if the job is not performed properly and the issue is not addressed they will send another company to fix the problem--and that no service fee will be due for subsequent calls. So I paid the technician with a check for $55. Then he spent five minutes looking at it, said the motor needs to be replaced and will be back to replace it after getting an authorization from AHS. He did a passing comment that it needs to be cleaned once every 4 months or so. And I told him that I clean the dust off of it every couple of months. There is no maintenance that needs to be done on this fan (which is a Nutone exhaust fan according to the installation manual that is published on the web).
Then a few hours later I get a call from AHS stating that they were informed by the electrician that it was a maintenance issue. I was asking how it can be a maintenance issue when you cannot do any maintenance on the motor which is not functioning. They were giving their usual excuses. I demanded that I needed a second opinion and that I was not prepared to pay another service fee. Then as a result they 'denied' the service. After spending more time on the phone they said that they will send another vendor to look at it, and if the second opinion also determines it is a maintenance issue that I should pay the service fee again. The term 'maintenance' is subjective. There is no maintenance procedure in the manufacturer's manual itself. So what maintenance other than simple cleaning (external to the motor) are they talking about? Surely they can't be expecting me to open up the fan motor every few months and clean it, right? Then they would have another reason: Interference, and not normal wear and tear.
I have had enough of them I am going to cancel the membership. By the way, if anyone is interested I have all the conversations with them and contradicting statements of coverage policy on tape. And yes, I disclosed to them that I am recording the conversations. I've lost the cost of AHS membership, service fees, and emotional stress.
Abraham of San Deigo CA (01/18/08)
On 1/11/08 the water heater started leaking. I called AHS; they sent out a techinician on 1/13/08. Technician said and wrote on estimate that the water heater needed to be replaced. AHS called me on 1/14/08 saying that there were an extra $800 work that needed to be done that was not covered by the policy. This would bring everything up to code. I thought that was kind of weird since the house is only 5 years new. I hired a different contractor out of my own money to look at the water heater because AHS would not send another plumber for a second opinion.
Ends up being that everything is up to code. After this finding, I complained to the plumber (Accurate Plumbing) to reduce their extra cost to $435. I told this to AHS, saying I didn't trust the current contractor, and they didn't care. Their customer service is so rude. I would not recommend AHS to anyone. Their cash-out option is ridiculous.....Almost a week later and the contractor won't start the work, and now I have to go out of pocket to get someone dependable to start any type of work.
Family has been without hot water for almost a week.
Ed of Nashville TN (01/17/08)
My wife and I purchased this home last year in July. The AHS contract due to expire in February was included with the purchase. Basically my experience with AHS has been disappointing. Our stove has a computer controlled clock, timer and temperature control that started beeping intermittantly and losing what you had programmed into it. I requested service from AHS who sent a repairman out who basically recommended replacing a few parts. AHS calls me and announces that they are going to replace the entire stove and I will be responsible at my expense for disposal of the old one. I wondered who would pay to have the floor fixed if they damaged that while moving the old one out and the new one in. The unit they offered as a replacement was a much cheaper unit without the same features. I was told if I wanted a nicer unit I could pay the difference. I ordered the parts myself online and kept my 'defective' stove.
I am currently dealing with this approach to fix a heat pump that is in need of a few parts, mainly switches. After making the intial service call, a local company sent a technician who forced the unit to use it's auxilliary heat strips all the time, which made my electricity bill double, but provided heat. AHS claims that parts are not available and want to rip out that unit and replace it with a new one and I get to pay for a new pad under it, a work permit, a rain shield, and disposal of the old unit, all to the tune of over $800 dollars. After reading some of the experiences of other people, I imagined days without heat while they left a gaping hole in my house. I requested information on the replacement unit and they told me it could be one of three but they weren't sure, it was a 'package'. I told them I wanted everything in writing to make an informed decision and I then called another friend recommend HVAC repairman who is coming tommorrow to look at the unit. He felt sure that parts were readily available. My neighborhood has dozens of this same style unit still running just fine. Why do so many companys waste so much? Haven't we got enough stuff in landfills? Wouldn't it be nice if these people fixed what needed to be fixed honestly instead of trying to rip off the Insurance companies and the customer? I recommend all homeowners to educate themselves about home appliances and repairs, don't be at the mercy of this system that generates so much waste and frustration.
Joe of Walls, MS (01/15/08)
Put in a request to fix heat pump 2 weeks ago. To date three different companies have come out and said two breakers in the air handler need to be replaced, however no one has replaced them.
Today I called AHS and it seems my problem has gone to the research department. When I asked to speak to a supervisor I get forwarded to voice mail.
It will be a cold day in ---- before I re-new this contract. This is poor service, at best.
David of Casa Grande, AZ (01/14/08)
Our Amana heater stopped working on Christmas night. I placed a service order in to AHS the next morning. Their contractor, sent a technician out on December 28th. They said that they needed to replace the compressor. When that failed to work they said that they needed to replace the control panel. After installing the new panel, the unit still failed to work and they then made another visit to install a motor and wheel.
It has been three weeks and five visits and my family still does not have heat. American Home Shield has been totally unresponsive as to replacing the heat pump to this point.
Heather of Alexandria, VA (01/14/08)
On Jan 2, 2008 we contacted AHS because every time we used our oven, our carbon monoxide (CO) detector would go off. I was told a rep from Sears would call and set up an appointment. No one called. On Jan 7th, I called Sears and they said a contractor would come out the following day. On Jan 8th I waited during the prearranged time (12-5pm) and no one showed. I called AHS back. They told me the appointment was actually for the following day. I was furious, but ok. On Jan 9th, I waited again.
The repairman for A&E, a subcontractor of Sears, called me and explained he did not have the proper equipment to deal with CO and told me to call the gas company. Our gas company tech arrived, tested the oven, and it was indeed putting out over the safe amount of CO. He turned off the gas line to the oven in order to make sure it was safe.
As of Jan 12th, we still are without our range. I lost count of how many people we talked to explaining over and over it was not a gas leak, but a carbon monoxide leak. Finally, on Jan 13th we'd had enough. We searched the web and found the presidents name (Dave Crawford), the Senior VP of Legal. We called their main number and left messages. Low and behold we got calls the next day. Unfortunately, they still were not helpful. When speaking with someone from the Presidents Line, she was one of the worst. We had been without a stove for 12 days now. She offered $60 to buy and electric skillet!
When I pressed her as to what a reasonable amount of time to find a qualified repairman was, her attitude was 'as long as it takes'. I was told I could do whatever I wanted outside the parameters of the contract, but for AHS to pay for it they had to find a qualified repairman. She even told me that just because the gas company confirmed the leak didnt mean there was a problem! To date we are still waiting!
William of Sierra Madre, CA (01/12/08)
My wife and I have carried and renewed an AHS contract for the past 5 years. I am not sure why as the service left much to be desired and we could never get a plumber within our service area in a timely fashion as stated in the AHS contract. This year we received another renewal form after giving it much thought I realized we are idiots!!!! In my opinion, American Home Shield takes our premium and gives nothing in return except grief, aggravation, and lame excuses.
Jamie of Redwood City, CA (01/03/08)
Our hot water heater failed and was leaking gallons and gallons of water into our garage and out into the street. This was discovered at 6:45 AM. We were told that this was not and emergency by AHS standards and told that someone would contact us within 4 business hours!
We advised that we had a 3 month old infant and now had no hot water and low water pressure on the cold water. We were told that it would be called an emergency now.
After repeated phone calls to check the status of our service, the contracted plumber arrived at our house 5 hours later! They spent less than 10 minutes deciding that the water heater needed to be replaced and left to contact AHS for approval. The plumber called back at 3:15 to say that he would not be able to return until the next morning between 8 to 10am .
By the time this gets fixed, we will have been without hot water for over 24 hours and missed 2 days of work each, on what they call an emergency. I'd hate to see what they do on a non-emergency.
Jose of Miami FL (01/03/08)
I was provided a Home Warranty Contract throgh American Home Shield (AHS) as part of buying my home at the following address: 11300 SW 128th Street, Miami Florida. The Air Conditioning unit's heating is not opperational. It was 32 degrees, I called the AHS and they advised that before they can attend the service call $ 40.00 would have to be paid that was due at closing.
I called the realtor and she advised that the payment had been paid in full. I realize that by contract there is a 75 service call fee but I cannot someone from AHS to service my request after $ 555.00 was paid for the premium even though my contract states that annual rate is $ 525.00 so why are they tryin to get an additional $ 40.00? I have a three year old son and we have no heat in the house!
Katie of Solana Beach CA (01/03/08)
I have had an AHS policy for several years and tried to use it twice. Once it was for a broken pipe and the scam that AHS and their contractor perpetrated at that incident caused me to realize I was not dealing with an ethical organization. But, I forgot to cancel the plan. So when I had a dishwasher problem two years later, I called AHS. First the tech came out and said that it was under warranty - why they would presume to know more than either Sears or me, was mind-boggling, but now I realize it was to stall the repairs. When I demanded that they come out to service it, they did, and they ordered a part. Two weeks later they returned and of course it was the wrong part. AHS and the contractor are beyond rude. I have now waited for four weeks, no one will return my calls and when I do reach a person I am told it was an honest mistake. But no one will make good on the contract and I plan to take them to small claims court for a new dishwasher, as the contract says they will fix or replace the appliances. Evidently fixing is not an option. I look forward to explaining AHS non-performance to a judge who I am confident will view the AHS history of deceptive tactics as reprehensible.
Four weeks of non-performance by AHS and their incompetent contractor.
Anil of Commack NE (01/02/08)
They have been trying to fix our fridge for the last 6 months and have not been able to do that. They have sent so many contractors to look into it, and all of them come out with different excuses or causes for the malfunction. They have probably spent more money in dealing with these ineffective people. American Home Shield is PENNY WISE POUND FOOLISH IN THEIR APPROACH. Having people answering the complaints and trying to decide what to do is a no-commonsense approach.
Have been living with that fridge for over six months. Presently the fridge is leaking water. They say someone will come in one week's time. Can you please help deal with these inefficient people? Wasted so many hours waiting for them and asking time off from work. Who is to pay for my time lost waiting for these unproductive bunch of human beings?
Trudy of Wilson TX (12/17/07)
In the middle of September 2007 our dishwasher in our new home quit. American Homeshield sent a Sears repairman out and he ordered parts and set up a return date for the repair. After repeated weeks of no part or repairman, I finally had a different repairman show up with the wrong part. They supposedly ordered the correct part and it is almort Christmas and no repair yet. I threatened them with the Better Business Bureau and someone named Michelle promised a Repair Date of December 17th. Well today is the 17th and American Homeshield will not replace my dishwasher even though it was put off one more time. I spoke with a rep that called me back and after speaking to Sears he was so upset that he was given the runaround, he said that another American Homeshield Rep. would contact me regarding this matter. I am getting ready to buy a washing machine today and I guarantee that it will not be a Sears brand nor will I cover it under American Homeshield. I can't wait to see what this next person tells me with this latest delay. All I want is a dishwasher before Christmas but they do not care if 3 months have passed. They do not seem to care if they are reported or what their customer service ratings are.
I have taken off 12 days of work to wait on repairs. If they want to pay me for my salary, I could buy another dishwasher.
April of Houston, TX (12/13/07)
My air conditioner started leaking. AHS sent a company to look at it. This company had been to my home on three other occasions for the same reason. Each time they fixed the problem temporarily. I was told the drains were clog.
On the last visit the tech called AHS and told them the problem was caused by an improper install. Not one time before did the tech ever indicate that there was an improper install.
AHS requested a second opinion. I agreed however when the new company called I informed them that I wanted to have my own tech present when they came out. They refused, stating they were not going to allow someone to watch over their shoulders.
I called AHS to dispatch another company. I am waiting for their call and will have my response hopefully this week.
Maurice of Williamsburg, VA (12/13/07)
I called American Home Shield to request service on water heater that was not functioning. The emergency number on their web page is the same number as the basic number!
When I finally talked to a rep to request emergency service, her response was that it did not constitute an emergency and unfortunately there was nothing they could do. The floor supervisor simply towed the same line. When I asked what guidelines are used to determine what constitutes an emergency request she informed me it was AHS policy not to divulge emergency guidelines.
She finally said my policy stated that they have 2 working days or 48 hours to fix the problem.
As a policy holder I should have full disclosure to emergency guidelines.
Clifton of San Francisco CA (12/10/07)
I had placed a service repair to American Home Shielf for a leaking valve in my shower. AHS provided a technician who came out and repaired the problem. The said technician from Black Sea Corporation, cut a hole in my wall to gain access. AHS gave approval for the cutting in the wall as for the repair. I was told by the technician that I would need to contact AHS for repair to the wall. I called AHS and was told that they couldn't find a dry wall technician, and that they would offer me a cash out of only $70.00 to find someone on my own to repair the wall. I told them I wanted them to find someone to repair the wall. It has been almost 2 weeks, and my wall still has a hole in it and cold air is coming into my home. I haven't run my heater as it is senseless, as the warm air just escapes.
Finally, someone came out to take a look at it today, and AHS told the drywall repairman that they would only pay him $150.00 to repair the wall, but only to its rough stage, and I would have to pickup the cost of having the wall finished back to its original state! Is this fair? I am finally having the walled fixed, but will now have to dish out money to get it back to what it was before they cut into it.
Since the hole was made, it has been quite cold in my home. Two of us, who are the owners, have gotten sick due the constant cold air in the house.
Keith of Pensacola FL (12/06/07)
I purchased a house and as a condition of the sale, I was offered a policy for my Vital Systems and appliances. After being in the house for three months the A/C went out in the middle of summer (I live in Florida, so you can imagine what I was going through). After trying to get a AHA approved tech out (at $50), they said they could not exchange the unit do to a failure of proper maintinence from the previous homeowners. Today, (12/6/07) I called to cancel my service after receiving a contract extension letter. They gave me the run around for 30 minutes and then after to speaking to the rep, she asked to record me for the record. After that was done, she mentions that there will be admin fee's subtracted from the prorated amount left on the policy and a decision would be made within 21 days. They take your money and when something fails, they refuse to cover it. They should be ashamed of themselves for asking for a contract renewal!
I paid $5000 for a new A/C unit myself.
Marjorie of Las Vegas NV (12/04/07)
Husband called AHS last week. We have a leak in the main water line. Are we covered? They asked if the leak was in the foundation. He replied no. It was outside before the house. They replied no problem it's covered. AHS Called a plumber and set the appointment. Today the plumber comes out looks at the leak calls AHS and then tells me it's not covered because it's outside the home, and wants the service charge of $55.00. I said no way and called AHS. After talking to several people and calling different numbers I finally get a floor supervisor Monica. She starts out really nice and then became very rude. She says our contract states it does not cover outside the home. When asked why was my husband told it was. She says we should have read the contract. When I asked her why do they have you push #3 to find out if something is covered or not when calling if they themselves don't know. When I told her I wanted to cancel the home warranty and they could take the $55.00 charge out of my refund. She was telling me the addresses before I could even finish. In order to get a refund you must submit in writing to a P.O.Box. It's quite obvious that this company does not care about their customers nor do the employees
Ed of Lake Forest, CA (11/28/07)
A service call was made to AHS for a small electrical problem. $55 service fee was charged, no repair was made and an estimate given for approximately $200 for repair. Owner should have been notified that such work was not warranted.
Page 5, states electrical system is covered. Refusal of repair is not in dispute, however the $55 service fee is. It is misleading and not in good faith.
Beth of Agoura Hills CA (11/28/07)
In July 2007 our AC made clicking noises and would not stay on. AHS sent out Avalanche to service it, and they sent out a non-certified HVAC tech who simply said it was dirty, and they denied the claim. When I asked Avalanche for the tech's HVAC cert # they simply sent me back the $55 service fee. Meanwhile AHS refused to cancel my account and continued to bill me--even after THREE FAXES and several phone calls.
TODAY they hit me for another $37 monthly FEE--FOR NOTHING! Through a co-worker I had a certified HVAC tech correctly fix my AC: a simple relay switch. I paid $180, and my AC has been working fine since then; and American Home Shield is still billing me despite my cancel instructions!!!
Ann of Hot Springs Village AR (11/27/07)
I am not able to speak with a real person when I contact American Home Shield. My email was rejected. I don't want to use who they say to service my compressor. I want to use AAA/Village Heat as they are reliable and have serviced my heat pump for 10 yrs. My compressor needs replacing, and I tried to speak with a rep. to cancel the previous work order, to no avail. I just want to talk with someone.
Tarun of Cupertino CA (11/23/07)
I started AHS insurance coverage last year and have been paying for the home appliances coverage along with the mortgage payments. In the month of September 2007, our built-in microwave stopped working. AHS assigned Sears to fix the issue. Sears came to our house 5 times since September and ordered all the possible parts which can go wrong including the motor, control panel, diodes, magnetron, etc. After 5 service calls with Sears the problem is not yet fixed. It is now Nov 22, 2007, and we do not have the microwave fixed yet. According to AHS they will continue to try fixing the issue even if it takes forever. The microwave is built-in the cabinets. Each time they remove it in order to fix it causes wear to the cabinets. AHS said they will not fix the cabinets if anything goes wrong with them while fixing the microwave. AHS needs to address the consumer issues proactively. They have spent more resources than the actual cost of the microwave.
The time we have spent waiting for the service engineer for 5 times for 4 hours (5x4=20 hours) during the last 2 months. We have a new kitchen and the cabinets and wood work will be impacted by repeatedly taking the microwave in and out to repair. It has been inconvenient to heat food in the kitchen.
Michael of Denver CO (11/13/07)
American Home Shield with whom we had a warranty, sent out to our home a plumber (Dino Tech) whose license was suspended, had a cease and desist order from the state and was well known as incompetent and dishonest. Dino Tech charged us about 100% over usual and customary charges, plus sent in an additional bogus claim to our credit card for $1636; the work will not pass code, and the piping is done incorrectly. The estimate for correction of work to code is $350. AHS will not answer our calls, nor will Dino Tech. AHS is doing this around the nation. What can consumers do?
Janette of Stone Mountain GA (10/30/07)
I have been without an ac since august when american home shield sent a company out to my home called Strong Heating and Air who provided poor unprofessional service and eventally came out and said they repaired the unit but it was still not working. I have had to intiate all calls concering information with my home repair. This process started in August and now it is going into November and I do not have a working ac or heat now in my home. I was to be given a service refund in september and I have not received it as of yet. They eventally approved to replace the ac unit and came back in October 25 to install the unit but the unit will not fit under my home and no one is advising me as to what needs to be done to secure safe heat in my home. The installer said they needed to order a high efficient electric unit and today when I finally spoke with someone at american home shield they put me on hold and came back and said that is not what Strong Heating and Air said. I am still without clear direction on what they are going to do or advice on what needs to be done and I have not received the service fee and told again it would be requested to be placed in the mail.
Joan of Clarks Summit PA (10/26/07)
We purchased a home this past September, and with it came the American Shield Warranty covering the heat pump/air conditioning unit. Sometimes it works, sometimes it doesn't--it's very old. We called AHS and were told someone had put too much freon in it and they would not cover repair or replacement of the unit. I asked if they had checked the unit before selling the warranty to the previous owner and they said no. They sold them the warranty anyway. They are refusing to honor their warranty. On checking AHS on Google, I see many complaints against them. Isn't this fraud? How can they get away with what they're doing--or rather NOT doing?
Our family living there are deprived of cooling and/or heat when they need it. It will cost us (retired) a lot to have a new unit installed and will be a financial burden on us. What good is this warranty?
Brook of Bossier City LA (10/23/07)
My hot water heater blew up. I called American Home Shield, and they sent out a local plumber. The plumber said the water heater needed replacement and to be re-plumbed, estimated at $400 plus $100 to install the new water heater. I called AHS and asked why I was being charged for installing the hot water heater when that is covered by them. They said I would not be charged. I felt the estimate not right and wanted other estimates. AHS said I had to go with Universal plumbing or get "a cash out". They would send me $325 for a hot water heater after I sent in an invoice stating one had been installed. I cannot find a hot water heater for that price let alone someone to install it. I have no say in who I have re-do my plumbing, an item that is not even covered by AHS. This just doesn't seem right. The company that they sent out knows that if I want to get my hot water heater (that I have been paying for with my monthly payments to AHS), they can charge whatever they want for the plumbing that is not covered. Not only was this a nightmare but the two AHS representatives I spoke to were rude and incompetent. Beware!
Edward of Sanibel FL (10/16/07)
This American Home Shield company is in business to collect premiums and not pay claims. Although they send you a contract with all the small print they still deny any claims that will be expensive to them. They patched my air conditioning unit until it finally failed and then made up an excuse regarding maintenance on a unit that the technician admitted was older than most units still in operation. They use only companies that will find an excuse for them not to pay. STAY AWAY FROM AHS OR YOU WILL BE SORRY.
Brenda of Marksville LA (10/15/07)
I called AHS for some help with a plumbing problem. They were uncaring and said they could not find a plumber to come to my home but if I wanted to get a plumber they would re-imburse me. That is so unprofessional when I pay them $39.00 a month to help me. What kind of service is this? In the mean time I am without water. I need help now. Why am I responsible for getting my own plumber? That is their job.
Jean of Winston-Salem NC (10/15/07)
I have had a contract with American Home Shield for four years and cannot wait for it to end next month. What a waste of the $400+ annual premium. Over the past years they have found some reason to refuse service on just about every call I've made. Garbage disposal? It was installed wrong no coverage. Ice cube maker? Not covered. See very small print. Sewer pump? Not covered...sump pump, yes, sewer pump, no. Leak under the sink? Was caused by sprayer, not covered. Plus the people they send out are the worst in the business because only those plumbers or repair people who'll accept the low prices paid by AHS are part of their system. So I ended up paying $55 for a service call...and then several hundred dollars for replacement parts from service people whose knowledge and abilities are questionable anyway! I was charged $275 to replace my ice cube maker while my friend had the same problem and was charged by another plumber $75 parts, $75 labor. I just paid another $500 for something they say is not covered.
Their failure after three visits to fix my sink resulted in damage to the baseboards and to the ceiling downstairs. Of course they did not cover any of this. I've been overcharged and given incorrect information by their service people.
Kevin of Gaylord, MI (10/12/07)
The water pump quit. At first they denied responsibility, then paid $400 of a $1900 bill, even though they do not list a limit in their literature.
Then a leak developed in ceiling below bathroom. They denied reponsibility until I replaced a cracked toilet. Leak continued after toilet was removed. The ceiling was ruined by the time they fixed the leak. They refuse to fix the ceiling that had to be opened up to determine how the leak was to fixed. Their literature indicates that they will repair the dry wall under these circumstances.
Fran of Lake Forest Park, WA (10/10/07)
We bought our house 7 years ago with an American Home Shield Warranty. We were very happy with the minor repairs they occasionally provided and recommended them to our friends. However when our water heater exploded and sent torrents of water throughout the basement and they denied coverage because it was installed improperly we were disappointed.
Since we had had generally good service from them we bought a new water heater and muddled on. Now, we are sitting in a cold house approaching winter because our heat exchange furnace has self-destructed. AHS says we did not properly maintain the system by having it serviced every 6 months, so they canceled the warranty until after we replace it.
I don't understand how a warranty we have been paying on for 7 years can be declared non-existant. What about the money we paid, that wasn't non-existant. We paid for a second opinion but that just reinforced their denial. They accused us of opening up the system and disconnecting a wire. The independent service people we have looking at the useless hulk tell us the furnace died of age and overwork. The maintenance issue is just an excuse.
Nikki of Vancouver WA (10/04/07)
American Home Shield is at it again.... After being loyal paying customers for over eight years, we finally called upon AHS for help, but to no avail........
A Sears serviceman came to our home (per AHS request) to look at our Sears Microwave. He immediately diagnosed the problem as the Wave Guide in the unit being warped. The unit would need to be replaced. AHS classified the Wave Guide as part of the interior lining. (A part they don't cover) The technician informed them that was not true, it was a completely separate component from the lining.
They sent out the technician, he gave his diagnosis, and they went over him and made their own diagnosis in order to not cover the item. AMAZING!!!
When I called AHS to discuss why they had denied the claim, they sent me through the phone tree world to nowhere!! Several calls later and numerous conversations with arrogant, rude and uninformed customer service personel, I was advised that although the contract states exactly what is and what is not covered, some items that are not covered may not infact be listed, it's to their discretion.
Charlene of Bloomington IL (09/23/07)
As a 72 year old widow, I suppose I was an easy target for American Home Shield after I purchased my condo in a new city, 100 miles from my children. One week after the closing (on July 27, 2007), the downstairs neighbor came to my door and complained of a leak coming from my condo. He assumed it was coming from my air conditioning unit. I called AHS, who sent out a repairman immediately. That week, the temperatures hovered around 100 degrees during the day. My children became frantic, concerned for my health due to some congestive heart failure and a history of heart attack. Finally, after about 10 failed attempts to reach AHS or the repairman, my daughter contacted an established local business, who replaced the drip pan promptly, and I was able to use the AC again. I didn't mind so much that I had to pay out of my pocket for this expense, I was just relieved to have air-conditioning. However, yesterday, I received a BILL in the mail from AHS for $55!!!! They have the audacity to bill me???? Incredible!
Seiji of Hyattsville\ MD (09/22/07)
My ceiling fan broke and I requested AHS for repair. The electrician suggested that I buy a replacement fan of my choosing (since they only carry a single standard type) in case it needs replacement. So I promptly bought one. The technician came and told us that it needed replacement and installed the one I had bought. I called AHS for a replacement and was told that I cannot be reimbursed for purchases made prior to the diagnosis of the problem. I told them that I was told by their contractor to do this. They told me that that was inappropriate.
Carolyn of Surprise AZ (09/21/07)
Been with this company for 2 years and made the 1st call this month as my air condition was making a terrible noise. 3 days later a service man came out and said my fan was off and had cracked the top of the unit. He said he had to order parts. I paid him the $55.00 for the call. 2 hours later I received a call telling me my claim was denied as it was a pre-problem. This can not be as the house and unit is only 6 years old and I have lived in house for 4 years. I decided then to cancel my contract but was told I could not do this as my son owns the house.
Shelia of Melrose Park IL (09/16/07)
I am a Realtor and own several properties, I had all of these properties covered under AHS, I also purchased the policies for my real estate clients to give them ease of mind after purchasing a new home. Needless to say AHS has not stood up to any of my personal request for home repairs, I get the run around or am told that the item is not covered under AHS warranty. I am still waiting for someone to get back to me after a service call to AHS about a microwave in one of my rentals. I have now canceled all of my warranties with AHS and am embarrassed when my clents tell me of the experiences they are having with AHS.
Denise of Los Angeles CA (09/05/07)
I called AHS to report that my ONE bathtub was clogged and not working. It was 100 degrees (plus)where we live in So. California, my children were starting school in a day and we needed a plumber ASAP. We explained that we lived on a hillside because after having horrible experiences with AHS in the past, we knew to preface our request with this. It seems not all plumbers, or at least those employed by AHS will go up steps with their equipment...and we live up steps. So....AHS initially made it an emergency request, however I use the word Emergency term loosely.
Apparently AHS has a different definition of an Emergency home repair than most would. According to them it means they have 24 hours to send someone, however if that someone doesn't know what they're doing or can't/doesn't fix the problem(s), AHS then has another 30 days to fix the problem. The plumber came the day after our initial call and basically shoved the stoppage in the tub down into our pipes so that the water drained out of the tub and a few hours after he left after I did a load of laundry and gave the kids a shower, it ALL clogged up again, but worse. Anything we did then (i.e. flush, brush teeth, etc.) all backed up into the tub. I called Ahs immediately who said they would call the plumber (who we already paid the $55 copay) and have him come back.
I had to pay for a NON American Home Shield Plumber to come and clear my pipes. I also had to take my children to a friend's house to shower for thier FIRST DAY of school. I paid for a service but did NOT recieve FULL service in a timely manner.
Cindy of Alviso, CA (09/04/07)
I purchased the warranty based on my real estate agent's advice for my mobile home. The dryer was making unbearable squelch sounds when running, so I called the AHS. The technician came, did something, the noise stop, but on the same day, when I ran the dryer, the squelch sounds came back. I called AHS again, no one contacted me after a week, so I called again.
The service company called me back, demanded me to describe the problem, finally another technician came. He changed the drum belt, then the squelch sounds became on and off.
I called AHS again, they told me unless it's the mechanical failure, they are not going to fix it. I requested to talk to the supervisor and the rep told me that she can order a 2nd opinion, but if the outcome is the same, then they want me to pay for the service fee.
I have put up with this company long enough. It is not just wasting my money, but also my time.
Phyllis of North Potomac, MD (08/29/07)
I had water leaking under sink. AHS told me to cut off the water, it was not an emergency, and wait from a Thursday to a Monday (4 days) without a kitchen sink.
I called a plumber who came right out . Now I am seeking $538 in reimbursement from AHS.
Angela of Cocoa, FL (08/22/07)
I have had AHS for the past 3 years. I have been having problems with my a/c. They had a contracter come out and all he did was look around. He never removed anything to see what was making my a/c leak inside my home. He emailed AHS the report saying a pvc pipe was to small and they could not fix the problem my a/c unit.
I had a contracter of my own come out and he found that my drip pan and coils were not good, due to wear and tear. After paying them $789.43, I called AHS back to let them know and basicly they said there was nothing they could do!
Ed of Phillipsburg, NJ (08/22/07)
My problem with AHS is not with their arranging for service providers to repair deficiencies but rather their website (www.ahsservice.com). I found, as I was trying to submit a service request through their website that my personal information, including my unpublished telephone number, was readily available to any one by simply entering my street address and Zip code.
Rosanne of Acworth, GA (08/21/07)
I am on day 16 of a repair call for my air conditioner. It is a compressor for a Trane air conditioner. Sounds like an easy one, but not for AHS. They take several days for every piece of the puzzle. And all you will hear is this is within guidelines.
My house has been at 82 degrees overnight and 89 during the day for 16 days and counting. I can't sleep in my own bed or cook in my own kitchen.
Judy of Marietta, GA (08/16/07)
AHS has denied a claim to replace our AC unit because it is "dirty and has moss growing on it". It's an outdoor unit that is 25 years old! It is dirty, but there is no moss on the unit itself. There is moss growing around the pad it is on.
I have insured this unit for 15 years. The AHS rep said the malfunction is due to no maintenance, but does not tell me what he means. I think this outdoor unit looks pretty good to be 25 years old, and a 5th grader could tell you that it is dirty and rusted because it is old, not poorly maintained.
Joseph of Leola, PA (08/15/07)
We had a home warranty through Amercian Home Shield for almost three years. Our air conditioning stopped cooling on two occasions, and though we experienced difficulties in dealing with AHS, ultimately the repairs were made and we paid the service fees.
Three weeks ago, the air conditioning stopped working again. An AHS contractor came out and told us he could not touch the unit because AHS did not cover our type of system and AHS agreed. I called AHS and told them they had already paid for two repairs. They indicated it was a problem with their contractors, not them. I cancelled the policy that day and requested a refund of my premium.
That same day, we had our own contractor respond. He informed us the other contractor was wrong and we did not have the type of system he said we had, therefore AHS should cover it. He made the repairs and we paid him.
AHS sent another contractor and confirmed our system should have been covered. However, because I cancelled the policy with them hours earlier, they would not cover the repairs. AHS didn't want to consider the fact that it was one of their own contractors who had mistakenly identified our system.
Thomas of Sacramento, CA (08/15/07)
My sewer became significantly blocked. Service on the weekend was refused because AHS stated it was not an emergency. I considered it an emergency and had the repair made at a cost of $850. I used a company I choose and not of AHS choosing.
Next I was sent a bill for $55. I have no idea what this bill is for since I did not use AHS.
Note: I checked with plumbers and they informed me there was NOT an extra charge for service on a weekend!
Alyssa of Scottsdale AZ (08/13/07)
This company who has been sent out by American Home Sheild has been out to fix the air numerous times. Everytime they come out they find a part that needs to be fixed and will solve the problem, however they have replaced almost every part on the a/c unit and have yet to fix it. I usually get 2-3 weeks of my a/c working after they fix it, then it breaks again blowing the usual hot air. They come back out and of course it is another part that needs to be fixed.
Alyssa of Scottsdale, AZ (08/13/07)
For the past 3 years I have had problems with my air conditioning unit. In the summer it blows hot air and in the winter it blows cold air. I have had it fixed numerous times and it will work for about three weeks before breaking again. The terms of my contract state if the appliance can not be fixed it will be replaced, well they have replaced almost every part and it has yet to be fixed!
I have paid numerous service fees of $55. The last time they were out the part that needed to be replaced was $225.
Louis of Houston, TX (08/13/07)
My dishwasher's central nozzle unit was broken and in pieces. I cleaned the dishes out; discarded the broken parts and called AHS.
The tech reported back that the parts were not there and the manager at AHS told me that they don't cover missing parts.
I told him the parts were missing because they were in pieces and discarded. I also told him that my contract doesn't inform me to save broken parts.
He said for all he knows, they could have never been there! Can you believe it? With all of the money I paid them, I could have bought two dishwashers by now.
Fern of Manassas, VA (08/10/07)
I requested service for an AC unit that stopped working. The AHS tech said we failed to maintain the unit. After he spoke with AHS he offered to do the work directly and quoted $2,800 to fix the problem.
I became suspicious so I called another technician, who I paid directly, for a second opinion. He agreed that the compressor was bad and needed to be replaced but disagreed that it was a result of poor maintenance.
In the end, I spent $507 to put in the new compressor and to repair what the AHS technician also said was a leak in the freon line. I called AHS, but they denied my request for reimbursement, saying it was over 30 days from the time I placed the claim.
I have cancelled my coverage, but I am still very upset.
K.D. of Melbourne, FL (08/08/07)
I have been a customer of AHS for many years with no major claim. For the first time we had a water heater that leaked and caused damage, so we filed a service request. Finally, after three days and many hours of waiting, a technician came from 70 miles away.
He spent an hour on the phone and then AHS called me to confirm that they WOULD COVER replacement of the water heater tank and the labor, but that I would have to pay them for the disposal of the old tank. I mentioned to him that the city garbage would pick up discarded water heaters. An hour later two different persons called me to say that the coverage was denied... each time with a different reason. The bottom line is that the Co. is not anxious to spend money on any claim but does collect premiums without any scruples.
The replacement of the water htr. will cost me around $1200(est). and if not taken care of immediately, could also cause thousands of $ worth of damage to the walls and interior of the house.
Latoya of Fayetteville NC (08/07/07)
When I got with AHS they promised that they will deliver what they promise but to my surprise, it was the opposite. We have been having problems with our A/C Unit for the past 3-4 years and every time we call AHS they always seems to try to get out of not sending someone. At the time when the A/C Unit started going out I had a 3 year old with asthma and yet they took over 3 days to send someone out to fix the AC Unit. To this day, I have to keep calling them with the same problem and all they do is send someone out to put a band-aid on it until it breaks down again.
Raymond of Phoenix AZ (08/03/07)
I had the air conditioning fail in my townhome on the hottest day of the year in Phoenix (117 degrees). I was on hold 20 minutes, then as I tried again later another 15 minutes. The temperature inside my townhome reached 125 degrees and was un-livable. My tenants renting it couldn't bear it any longer and left...and in Phoenix, having someone live without air conditioning in 125 degrees is criminal. Landlords have been arrested for less.
I had no choice but to call out someone to replace the unit and 3500 dollars later, it was done within 3 days. I never could reach anyone at American Home Shield and when I finally did, they said it would be a couple days before they could send anyone (!), after the fact. I reminded them their contract with me states that they will replace my air conditioning unit in case of failure and I told them I expect them to honor this...they of course denied my claim, stating I didn't try to reach them.
Chris of Palmyra PA (08/02/07)
We purchased a house that came with a home warranty. In mid-June we turned on our air conditioning. It worked for about 6 hours then froze up. We called the number in the booklet, they sent someone that determined that the inside unit was broken beyond repair. He reported that to the AHS. After 2 weeks of not hearing anything we called AHS, they were getting a 2nd opinion. So another day of no work waiting for a repairman that confirmed what the 1st one said. He told AHS that you can not replace the inside unit w/o replacing the outside - they will not be compatible because the outside unit is obsolete.
I have called AHS every two days seeking resolution. Always hearing that someone in a different department is handling it. Today, August 2nd, we were told that they will replace with a like u | 
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