American Home Shield Customer Service

I called AHS February 21st because my microwave quit on us. They sent Sears out to fix it on 2/23/2024 and the man said they couldn't get the parts anymore and he would be referring it back to AHS for a replacement. I have subsequently called on 3/11, 3/18, 3/20, 3/25, and now today 3/28/2024 with no response from AHS. Each representative has been very nice and said they have escalated it to the Approval Dept and should hear from them within 24 hours. I have received NOTHING from them! NO emails, no texts, and no phone calls. Im thoroughly disgusted with this company. They're quick enough to take your money but that's all. It's not like I'm asking for a $2,000 appliance, just a simple over the stove microwave. HELP!!!!

American Home Shield is a fraud and a joke. They are unprofessional in that they hire unreliable contractors to do the repairs and work. The contractor that was assigned to fix my appliances named DEWITTS APPLIANCE are fraudulent. They do not even have a representative to answer their phones in order to communicate with customers. Communication is only done by text message if they even text you back. American Home Shields customer services has been outsourced to other countries. It is downright shameful and ridiculous. Save yourself the trouble and do not use this company.

I turned in a service request for an HVAC system October 2, 2023. Since that time AHS has approved me to use my own vendor because I cannot find one. Now that the vendor has provided that diagnosis and invoice to a HS they are not approving it, nor have moved forward or contacted me, on this matter, I've called many times and have been disconnected. No one will respond. So whoever reads comments I w I would appreciate someone contact me back so we can get this matter taken care of.

When renewing my contract I was given a $100 discount. Now I am receiving calls every day demanding payment of the discount. I cannot schedule services and with every call i am told that they see the discount and will submit a "concession form" to have the discount applied. This has gone on for months now so since I cannot even request services without paying the discount that i was given, what did i even pay for?

I am a very disgruntled client. I have had your service for a very long time. I have only used it several times, and all but one was "not" good to say the least. They sent out contractors with 1 star ratings, and we realized why when they tried to charge us additional monies, etc.

But this is not why I am contacting you today. Over a year ago, maybe 2 years, when I went to sign up online, I received a message stating, my order submission did not go through. So I went through the entire process again to sign up for a plan. This time, the contract appeared to go through and I "THOUGHT" all was well.

Every time I saw a charge on my bank account I assumed it was correct. I didn't "study" it as I had an account with you. Well, recently there has been a sudden increase in the monthly fee. So I took note. When I did, I realized there are 2 CHARGES COMING OUT OF MY ACCOUNT EACH MONTH. I was totally confused as to what was going on. So, after about an hour of research, I was able to come to the conclusion that when I first placed an order for the account and it said it "DID NOT GO THROUGH", apparently it did! This means I have been getting "DOUBLE CHARGED" for over 14 months.

The "unknown" account was charging me $49.99 a month (when the proper one was $45.99). Until June of this month, when I was charged $62.99 a month, for June and July (when the other account increased to $57.99 which I am not happy about either!).

The total "over" charge for a secondary account I was unaware of, as of July 27, 2023, is $725.86.

12 months at $49.99 and 2 months at $62.99

This account needs to be closed immediately and a refund needs to be issued. I do not want to seek legal counsel and hope this gets handled immediately. We are one household. We clearly should not have 2 separate charges for one home.

If I get charged for August, I expect a refund for that month as well. Of course, we are here writing this stuff, because you make it impossible to contact anyone who can help! Next up, BBB.

I also have been with AHS for some years and the fee keeps going up and the service worst. I have called for service 8 times and the call drop and no one calls back. I will be leaving. Then I can't even get though now.

I'm very disappointed in this company I've been with you guys a long time and come to find out the automatic payment did not take it been taken out in June so now I'm having to pay twice in July. I have been on automatic payment ever since I started with your company and it seems your representative could not help me and neither could your supervisor David. I think it's very unfair of you to request me to make two payments in July because you failed to take a payment out in June. I would like to have some kind of response from Corporate Office as to help me on this problem.

I have had a work order in for the repair of my oven door since April 2023. I have contacted AHS and the contractor a number of times to no avail. No one can tell me when my oven will be repaired or replaced. I have been with AHS for a long time.

I have been a member for 30 hrs. Where I live it's 110 degrees. The had a company come out. All hey did was write down all the prices n a new Air conditioner. I called to get a second opinion from the people they have always used for 2 years and all of a sudden they are too busy to come out after I had already talked to them and they told me they would squeeze me in. I can't tell you the times I've paid for the services because AHS takes 7/10 days to get the part. I meant I have been a member for 30 years! I am so sick of them. Most he time I can't even understand the representative !

I was charged $100 for a service visit which is not covered. Does the customer service rep.not know what is covered and what is not ? Regardless, the plumber came and told he cannot take a look at because it is not under the roof. In most houses, the valve is located next to the boiler. In my unit it was outside. AHS claims that in some instances some "pressure regulators' are outside the unit and that 'they are covered'. I cannot find any logic when the written AHS agreement does not agree with what is said to the customer service rep.

I recently got laid off...so even the $100 is very precious to me and my kid.

Bought coverage 2 years ago. Now refusing to do Spring A/C tuneup. I bought this coverage so I could get the heating and A/C tuneups once a year. Apparently you no longer honor that coverage. Cancelled coverage. You just lost a future long term client or perhaps you don't want them.

Paid these folks every month for 5 years. AC goes out they want me to pay $3150.00. Won't tell me what portion of the bill they are paying. Technician came and stayed for 5 minutes- now I need new ductwork, drip pans and 1500.00 worth of coolant. Just one rip off after another. Will not honor they promise of a second diagnosis, just want to give you a pay out so that they don't have to honor their contract.

I have tried for a week to get a Frigidaire refrigerator repair -- just to schedule. I have a flood in my house caused by the repair-- do they care? Not at all-- the language communication problems-- horrible-- but turns out that is the least of it--
No I don't live far away-- I am in the Denver metro area.

Here we go again! Not only is my plumbing claim ignored, now I have an issue with a boiler. Boilers (steam heat from radiators) are a covered entity per the warranty. When I called to get a contractor I specifically told AHS that I had been without heat for 2 days. We (my family and I) thought it was a fluke - like one of us turned the thermostat off. But no. That is not the problem. AHS sent me a notice that they found a contractor and the heat would be restored within 4 hours. The 4 hours came and went. Later I received another notice that a contractor scheduled an appointment. It is scheduled for Monday. The 13th of March (2023). That means another 3 days of no heat.

I live in Iowa. The temperatures are in the low to mid 20s. Not only is this UNCOMFORTABLE (to say the least), I am terrified that my pipes will burst.

SAVE YOUR MONEY. The coverage is a JOKE.

This is the worst company I've ever had to work with. Customer service is non existent. When you call you get someone from overseas that has limited language capability (that is the nicest way I can describe it). All the customer service representatives (there were at least 4) literally read the same script.

At first the company said my account was not activated. This information was mailed to me. The letter said that I owed $500 on the policy to activate the account. However the sellers paid for this policy up front. This was later confirmed.

I had a severe plumbing issue at 10 PM on a Sunday night. I was only present in my home for less than 48 hours when the faucet was gushing water full blast. The handles on the sink were broken. The water turnoff valves were defective. We couldn't turn the main water off because we have steam heat. It was -20 degrees that night. The plumber that eventually came was unable to fix the problem was great but the problem continues. I live in a 1893 home.

Multiple discussions have only escalated my frustration. I even called corporate!!! I didn't even ask for a full refund from the guy I was able to finally come out to the house. A claim for service is $100. Even if the "approved" plumber called and couldn't fix it I'm out a $100. A $600 difference.

I DO NOT RECOMMEND THIS COMPANY. Save your money. Get a company that is committed to customer service. And can speak the language.

In case anyone is reading these reviews... I was a 100% convinced and satisfied customer of ahs until today! We are holding the most encompassing contract ahs offers, it includes pipes, leaks, and a lot more!
One of our pipes inside the house broke, the pipe is installed in a fully finished main level part of our house, yet we hardly use this bathroom and therefore did not notice this before. A service call was opened and a company dispatched that stated "the home owner mishandled the pipe, the full extend of the damage is not visible and the issue is a blockage", none of it is true! Yet the same contractor offered "his own" services to replace the broken pipe, and made sure ahs denied the service. I called and had to discuss for some time, before being transferred to an escalation manager, who dispatched a 2nd company.
The 2nd company came out, the technician spent 90% of his time sitting in the car, on the phone, only to state that there is an out of pocket expense and I should check the ahs portal, I was presented a document which outlined that I need to pay $125 in order for another technician to come out and prepare an estimate for the fix/replacement, which in turn I had to pay. When I checked the portal i found that the issue was again listed as stopage with the comment that the pipe was installed outside of the foundation and mishandled... Say what??
Again, nothing of that is true, a big money making scheme... I called ahs, spoke to an escalation manager again, she told me "since you already had two companies dispatched ahs will not cover any further cost on this issue", they did not even care if the information there contractors provided was true or not. Amazing! I have never received such disappointing service from ahs before and I am a customer for ages!
Note to ahs, these companies create a very bad reputation for ahs, in any other segment of the contract thus far we have never had any problems!! Very sad!

Our hot water heater went out on Saturday morning. It's been ten days with no hot water. It took them four to get a plumber to us, only to tell us it had to be replaced.
A replacement they only partially cover, because the contract they gave us does not match the contract they offer on the website.
We've called them every day, they still have no estimate on when our hot water heater will be replaced.

I had America home shield they sent this company Pro-tech to my house they come out here eight times My toilet and Faucet still not fixed I have spent over $1200 including my payment my deductible and what I had to pay somebody else and it's still not fixed I think Pro-Tec the manager of the company came the last two times I think he's done something to my Toilet when you flush it it sound like a tractor trailer truck taking off it's still not fixed my Faucet leaking now it's moving it won't stay in place I have wrote the Better Business Bureau I have written action nine TV and I have a hard time trying to cancel Home Shield when I did at the time they sent another company out here they say they didn't see anything wrong if somebody come to my house now they will see it Pro-Tec made a mess I don't recommend anyone to get a American Home Shield because they sent out people that don't know what they are doing if the man on the company came to my house and he left a mess I called him the next day he told me he did not go on top of the house but before he fix my toilet it was not sounding the way it was he left my toilet in a mess and it's still sounded the same way I'm waiting on the Better Business Bureau and Action Nine to call me back I hope and pray that they put me on TV so I can expose Pro-Tec and let them know America home shield send out anybody to work on you HOME. If I don't get no results from them I'm calling my LAWYER to file a case I got up to (3) years to do so. I PRAY this HELP SOMEONE REV. H

I requested service for my heat pump on
Jan 6, 2023. I had no heat and unit was blowing cold air. InAir heating & a/c contacted me and set an appointment for the 10th. When the technician arrived and did his evaluation he said I needed more coolant added and also stop leak. He stated that I had 2 leaks that needed to be fixed but he couldn't do it at that time because it was too cold outside. It was 65 degrees in Georgia. He said he'd be back in 7-10 days and to use my auxiliary heat. My auxiliary heat does not work so he said to use heaters. I called and made an appointment for the tech to come back. The night before at 10pm I get a text saying they have to cancel because it was still too cold and that I'd have to wait until summer for it to be fixed. I contacted AHS the next day to see what could be done. I recounted to them what happened they said someone would contact me in 24 hrs. That never happened so I called again. This time my situation would be elevated in importance and someone will call me in 24 hrs. That didn't happen. I called a third time and asked to speak with a manager and was told they aren't accepting live calls but someone would call me back in 24 hrs. I paid the $125 dollars to have this company come to my house, make things worse, then tell me I can have my heater fixed in the summer, and my warranty company does nothing but give me the run around.

Same thing here. My washer has been down since November 11, 2022. 5 different technicians have come out and and one technician replaced the control board and the locking mechanism. It's washing but it doesn't spin , or drain. Another tech is scheduled to to come out January 26, 2023. We'll see what happens then. I'm definitely canceling if and when this issue is resolved.

Very expensive with poor service and parts take forever. They just bandage the real problem. BEWARE

Have spent over 5 hours since Nov 23rd when this work order was raised. The part that was replaced by AHS two months ago just failed and the contractor assigned had failed to contact us

Our pool pump and heater has Korn worked for 13 days and no vendor has contacted us yet to schedule a visit

The system indicates "Pacific Pool has been assigned but that they have not succeeding contacting us" This is not true. I spoke to the contractor there times:

- Nov 28: schedule appointment for Nov 29 in the afternoon. No one showed up or called to cancel the appointment
- Nov 29: contacted contractor again to rescheduled for Nov 30. Contractor did not show again and failed to call to cancel again
- Dec 1: contacted contractor again they claim they could not come until Dec 5 and indicated they would contact AHS to have another vendor assigned

I have escalated the issue and was told on Dec 1st that Pacific Pool would come to the house today

No one called. No one showed up

- pacific pools indicate that they are not the vendor assigned for the job
- AHS representative Jen indicated that nothing had been escalated and that whoever I spoke to on Friday lied about setting an appointment in Monday

I was told by Jen that no manager or escalation team member was a available

This is probably a great example of a complete failure to respond to a work order or provide a service

I am hoping all calls have been recorded as each representative has carefully hang up before the survey is transferred to rate their service

I am reaching out through all available avenues and will be documenting reviews in all available media to ensure no other customer has to deal with this quality of service


This summarises well the quality of the service AHS is providing to its customers

The technician associated with American Home Shield said the parts to fix my washing machine were no longer available, so I would have to get a new washer, which is covered under my contract. I called three times this week, getting an assurance that someone would return my call in 24 hours, which of course did not happen. I called several times today and received several differing answers about my issue, ranging from "our data is down" to "the technician didn't contact us." The latter one is really strange, since I got an email saying parts have been ordered. The customer care email I sent was returned as non-deliverable. Sears, who has the contract with AHW, has nobody taking calls. The home office number directs me right back to the 800 number and the same voice-prompt hell. While I wish I would have done my homework before I purchased this "warranty," I am astonished at the horrible nature of this company's so-called business practices. How do they sleep at night, knowing they are deliberately taking people's hard-earned money? Would they want their families treated this way? I'm canceling this "warranty" as soon as the issue is resolved...if not sooner.

My complaints are: I have requested a resolution to heater repair and the amount of charges I incurred that American Home Shield says they know nothing of. Therefore, I can't seem to get a response as to whether and how I get reimbursed. The vendor assures me that they made contact with AHS as to what they cover. I am having trouble believing anybody. No one to talk to but the person outside of U.S. who knows nothing. Awaiting call back for 5 days. "Very busy". But not to busy when it comes to collecting my money.

This company is worthless.You barely can understand reps always confused and can not help. My dryer was out for 3 weeks because this bogus company was awaiting on parts. Now our AC unit still out past 4 weeks. Again awaiting on parts. Do not waste your time with this rip off warranty company. 6 years and could have paid out of pocket instead of this wait and sending unproffessinal workers.

Hello, after speaking with one of your representatives, Nicole, I waited for the survey to give her a great review. On the second question of whether I could understand her , I made an error and the palsy in my thumb hit an incorrect value. I hope that this can rectify that by saying Nicole was fantastic and was able to help a great deal, and yes I could understand her clearly. Please convey that to the correct department. Thank you.

The operators at AHS are very polite and courteous, but that does not mean we get good service as no action was ever taken! After waiting for nearly a week for an answer or reply from AHS, I contacted the executive offices and had the good fortune to talk to a Jackie Evans.
The contractors/companies hired by AHS are not up to par and they misdiagnosed. (I had two tech who disagreed with AHS contractor) Jackie Evans has set up second opinion for us. Hope this new company is better at their job. If you have a problem speak to her. She is good.