American Home Shield Customer Service: How to file a complaint?

A) Try to contact American Home Shield by yourself: contact details below, or...

B) Save time and effort: escalate your complaint to the corporate office with our help

Corporate Office Headquarters

150 Peabody Place Memphis TN 38103

Email

customercare@ahslink.com

Customer service phone number

(888) 682 1043

How the complaint resolution process works on nonono.com?

Are you having problems with AHS customer service or with their contractors? Or maybe you are struggling to get in touch with American Home Shield’s complaint department?

  • We can put you in touch with American Home Shield’s corporate office. You will be contacted by a corporate office employee from the U.S. instead of an overseas call center.

  • File a complaint to American Home Shield here on nonono.com for $9. Satisfaction is guaranteed or you will get a 100% refund.

AHS complaint resolution statistics

  • 268 complaints filed

  • Resolution rating 4.52 / 5

  • Customers willing to do business again 84%

American Home Shield Resolution Reviews

William

star star star star star

June 27, 2022, 3:13 p.m.

Following these failed attempts to get any type of resolution (see complaint details below), I contacted No No No and had them file my complaint as they said they could get through the bureaucratic red tape to get my complaint heard within 24-48 hours. The next morning I had an email from the founder of No No No telling me the complaint was filed and had been read already. Two hours later I got a call from AHS following up on my complaint, telling me they already initiated action and gave me their direct line and said they would stay with the case until resolved. They put me in touch with their appliance department who immediately addressed the issue and provided me with replacement options. We decided to purchase locally and get reimbursed. The reimbursement check arrived within 2 weeks, about the same time our new range was delivered. We were very pleased with the quick response and resolution after all of our failed attempts to get any help with our problem up to that point. Only wished we knew about No No No before we got so frustrated and lost so much time. I would recommend them to anyone facing similar issues. I opened a service request on April 10th to have our range repaired. The assigned contractor was Sears, who subcontracts to A&E Service. They were prompt in showing up on April 12 to diagnose the problem. They ordered parts, which took several weeks to arrive. They came back on April 28th to complete the repairs. In the process of doing that, they discovered the bake element had fused to the panel part it was mounted to. In the process of trying to remove the fused element, the panel was damaged beyond repair. They said they would order that part and rescheduled us to May 7th. Then they rescheduled us to May 17th, then again to May 27th. During these repeated delays I kept trying to get a response from A&E, Sears and AHS as to what the delay was. All I was told was they were waiting for the part to arrive. In reality, what I subsequently learned was the part was never ordered as they could not find a part number. At this point, unable to get any assistance from your service team that was not simply repeating what I already knew, I made contact with Mark in your retention department.My contact was up for renewal, so I thought this was the only avenue available to me to get someone to try to help. Mark did just that. He reached out to Sears and after a couple days got an email response explaining the situation. I then said can we now move forward with options on how we are going to get a working range again, after almost 2 months without one? On May 27th, I ended up back with your Service department who said they needed an official diagnosis from Sears before they could move forward. I said the email Mark had should be enough. Ignoring that option, the service person put me on hold and said he would contact Sears. When he came back on the line, he said he made contact, they verified the situation and he now had everything he needed to compile a report to send to your Authorization department, which he said he did before we hung up. He said I would get an email in 24-48 hours. Even allowing for the weekend and Memorial day, I did not receive any emails from AHS. On May 31st, I then ended up back on the phone with another service person from AHS. After relating the entire story again, I was told they would have to contact Sears and get an official diagnosis before they could do anything. Totally frustrated at this point, I reiterated this was already done last Friday, or so I was told by the previous agent, on May 27th. No matter what I said, it made no difference. I was assured it would be escalated and I would have a response by EOB on the 31st. Needless to say, I received no emails or any response from AHS. SInce my contract was expiring on June 1st, and since I thought the problem was resolved the previous Friday, I actually renewed my contract, in good faith, on May 31st before I had the conversation with your service department again. Foolish me. I called again on June 1st and or June 2nd. I tried your retention department again as that was the only place where someone actually did what they said they would do. I spoke to Chris, employee number 752911, assuming this was actually his name and employee number. Forgive my skepticism at this point. I got the same exact story from him, i.e. I need to contact Sears to get their official diagnosis before we can do anything. AT which point after multiple pointless efforts to explain this was the third or fourth time I had been told this same BS. He assured me he would personally follow up and make sure this gets properly resolved.I have heard nothing since. We are now 4 days away from not having a working range for two months. This is totally unacceptable and the lack of performance from your service department members as well as A&E Service, aka Sears in not divulging sooner that they could not get the part is unforgivable as far as customer service is concerned So how do I get a working range sooner than later? Checking the market, a like replacement is about 2 months out in terms of availability, so that would put us at 4 months without a working range. I don't know about you, but this is a huge inconvenience to my family.

Latest Resolution Reviews Of Other Businesses

American Home Shield Latest Complaints

Failure to Perform

Dec. 3, 2022, 1:05 a.m. by Elizabeth

I have previously reached out to American Home Shield via Bbb.org and did not receive a satisfactory response. I am following up here following further action on my part & a desire for the CA Attorney General to protect consumers from this terrible & predatory company. Here’s the information I provided to the BBB: “We bought our home in April of 2021 and had an American Home Shield policy included in the purchase. We did not end up using it the first year. After some deliberation, when it was time for renewal, I purchased a more comprehensive policy for $560 (with discount) because we live in a rather remote area and I found the promise of a response to service requests in 24-48 hours reassuring; I didn’t want to have to find my own contractors. On 11/17/22, I placed a service request for electrical service and paid the $75 service fee. When I hadn’t received any notification, I called customer service on 11/18 who told me they would have dispatch escalate our service request. Today, 11/22, I had yet to receive a single update, call, email or message from your company, so I called customer service again, who informed me there were no electricians in my area and refunded my $75 service fee. I’d like to be refunded the entire $560 I paid for this policy because you all are not able to provide the service I paid for and was guaranteed - this is a breach of contract and a failure to perform. You’ve collected my policy premiums and service fees happily with no ability to perform the contracted services and no effort to follow up or find resolution unless I initiated contact.” AHS responded that they had authorized the approval of an outside contractor & I declined, which is true, because I wanted to seek a refund of the entire contract instead. Though we’re less than halfway through our 12 month contract, they would only refund $189 of the $560 paid. Because this unscrupulous company would not refund my policy, I entered a new service request. Their representatives have failed to complete service requests or follow up with me. I have been lied to and put off repeatedly by their foreign customer service reps - I’ve called 4 of the 5 days this week and spent 4 hours on calls to be no closer to resolution than I was when I started. I purchased this contract for ease & peace of mind and it has instead been a giant source of frustration and a huge drain of time for me. They do not have a contracted electrician in my area - I am supposed to find my own and then have him/her contact AHS, but the only contractor I can find in the area refuses to speak to them. They can offer no remedy to the fact that there is no one in the area willing to do the contracted work for them. Additionally, every step of the process requires another “24-48 hours.” No one follows up or addresses my escalated issues. The repair in my home has been needed for two weeks, and I’m supposed to just keep waiting indefinitely . I can’t imagine having to deal with this company in the midst of a real emergency. I need to be reimbursed for the full cost of the policy ($560) as this company has proven it is not capable of servicing it as contracted. I can’t spend any more time or energy being jerked around, put off or being made to jump through intentionally impossible hoops according to this company’s “policies” while they try to wait me out. They’re predatory & I hope they see serious class action or state attorney general lawsuits soon - I’ll certainly join in if given the opportunity!

American Home Shield Description

American Home Shield Corporation (AHS) is an American home warranty company. It administers home warranty contracts on major home systems and appliances. The company’s corporate headquarters is located in the heart of downtown Memphis, Tennessee.

In 2018, the American Home Shield business was spun off under Frontdoor, Inc., a new, publicly traded company on the NASDAQ (ticker symbol FTDR). American Home Shield serves over 2 million customers across 49 states and the District of Columbia. It is one of the largest home warranty providers in the United States. As of 2022, the company has 2,000 employees and responds to roughly 5 million service requests each year. The company works with over 16,000 independent contractor firms and 60,000 technicians in the U.S.

American Home Shield CEO is Bill Cobb. He became chief executive officer of Frontdoor in June 2022 in addition to his role as Chairman of the Board of Directors and is passionate about accelerating the company’s digital transformation, advancing the customer experience, and strengthening core business processes.

Sources: Wikipedia, AHS Website

What is No No No?

We’re an independent consumer advocacy group here to help you resolve your complaint with a business.

Our mission is to fix issues and relationships between consumers and businesses.

If you need to resolve an issue with American Home Shield, you can file a public complaint on No No No. We will deliver your complaint to the American Home Shield corporate office and ask them to resolve your issue.

After you have resolved your complaint, we will ask you to write a resolution review based on the outcome of the resolution. This approach incentivizes American Home Shield to resolve your issue and your resolution review helps other consumers more than 'regular reviews' that don’t close the loop.