American Home Shield Complaints

American Home Shield complaints involve home repair on heating and cooling systems, appliances and plumbing. American Home Shield (AHS) is owned by the parent company Service Master and offers a sort of home insurance policy for protection for homes across the United States. Some of the complaints against the company are based on valid problems with service, payment for replacement appliances and misunderstandings by the homeowner or the new homeowner who fail to understand the policy conditions signed by the original seller.

  1. Wrong policy selected. Both homeowners and sellers have a number of policy options to buy American Home Shield insurance coverage for their home, residence for sale or newly purchased home. American Home Shield packages includes coverage for a washer and dryer, dishwasher, stove, oven, refrigerator, microwave and range. Major policy coverage handles service problems with the home’s heat, water heater, electricity, plumbing and air conditioner. Not all coverage is available for the different policies. For instance, renter’s insurance covers difference appliances and home systems than policies covering owner-occupied houses.
  2. Local repairs not available 24/7. The offices at AHS operate 24 hours a day, seven days a week throughout the year, including holidays. Once the problem is reported, the homeowner or renter must wait for a call from a local repair service to schedule an appointment for repair. Like any repair services, the local providers aren’t always available in the middle of the night for help, especially during failures that might impact the entire community.
  3. Payment of a fee. When the repair person arrives, the homeowner must pay a one-time, set fee for the repair or replacement to begin. Some policy holders think the service is free and part of the original insurance policy. It’s not.
  4. Replacement doesn’t match. Complaints sometimes involve the fact that when equipment is replaced, it doesn’t exactly match the older appliance. Older appliance models may no longer be made or be available on the market. Top-of-the-line and luxury equipment may be replaced with lower-priced models, as per contract agreement.
  5. Too many fees. Some large repairs require several visits by a repair staff and this may mean a separate payment for each time the various repair staff arrive. For instance, if plumbing fails due to a faulty dishwasher and water damage results, a fee may be charged for the appliance repair and another fee for the carpet or hardwood repair staff.
  6. Home can’t be covered. Home coverage is limited to residences and rental properties under 5,000 square feet in size. The policy also excludes commercial appliances.
  7. Old appliance wasn’t repaired. Some complaints come from folks who expect to get something for nothing. A reasonable person would assume that a disabled, ancient air conditioning unit would not be up for a new replacement when the policy is taken out. The contract clearly states the unit must be operational to be covered. Other complaints from the grifter policy-holders involves not replacing units replaced for a quick turn around. The way this works is an upscale oven is in the home when the policy is taken out. The oven is then removed with a faulty one to receive a new oven. The new oven is taken out and sold and the original oven is put back in place. American Home Shield frowns on this practice. In fact, the law may also have something to say about this fraud. This doesn’t stop complainers who want their grifting covered.
  8. System wasn’t repaired. If your appliance or air heating or cooling system hasn’t been maintained, you’re also out of luck for replacements or repair. The AHS contract states comparable systems will be used for replacement.
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