Have home warranty service with American Home Shield. Service call for a hot water heater replacement done on 2/24/26. Contractor came and gave an estimate to the warranty company. The non-covered charges were presented to me without an explanation of the charges. I accepted the charges via app. Called to ask what the non-covered charges were. I was told I had to contact the contractor to get the breakdown of charges. After an hour or so on the phone the company finally gave me a break down of the charges. I questioned the charges and then asked what was the cash option. I was told that a request would need to be put in to get the amount of the cash option. I asked that the request be made and was told it would cancel out the acceptance of Non-covered charges. I agreed and asked the rep to proceed. I was told it would take 3-5 business days for the process. 3/2/2026 I called to follow-up on the process. I was then told that they could not give me the cash price due to the item being ordered already. I explained the conversation I had on 2/24. After 2 hours of conversation I was told by the rep they have spoken to the vendor, purchasing and that they can now process the cash in-lieu. She said she would put it in and follow-up with me personally within 24 hours. I called back after 30 hours and was told again that the they could not give me the cash price due to the item being ordered already. I explained the conversation I had on 2/24 and 3/2. After 2.5 hours of conversation I was told by the rep they have spoken to the vendor, purchasing and that they can now process the cash in-lieu and they would follow-up with me within 24 hours. I called the vendor on 3/4 and was told that they do not send back the hot water heater. They keep it and the warranty company bills them for the product. The cash in lieu is not dependent on them returning the water heater. On 3/4 I called again and was told again that the they could not give me the cash price due to the item being ordered already. I explained the conversation I had on 2/24 and 3/2 and 3/3. I was then told that they will need to submit the request and it will take 3 to 5 business days. AHS is lying about processing and refusing to pay per the warranty contract. They also neglect to notify consumers of their options and refused to give details of what is included in their "non-covered" charges when work is submitted. When reaching out via chat they disconnect after collecting your information and asking how they can help. Via phone, the reps will hang up on you and you have to call back multiple times and speak to multiple people but the issue never gets resolved. Just continued "it's in processing".
Just look at all the generic replies they give to negative reviews. Guess what? There is no follow up. Just blank statements to look good on the review.
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