My recent experience with American Home Shield (AHS) has been extremely disappointing and…read morefrustrating.
After my garage door repair claim was approved, I was instructed by the American Home Shield contractor to pay $885.00 out of pocket, with the assurance that American Home Shield had approved the reimbursement as confirmed by an American Home Shield representative by way of a telephone speaker. I also have email documentation from American Home Shield confirming that the $885.00 would be refunded to my Visa credit card.
That refund never arrived.
After multiple calls, I was told the refund would instead be sent by check within 14-21 days. That check was never issued either. Now I am told, it will take 30 business days from 7-23-2026 to receive my refund of $885.00. A reasonable person would feel that this is a delay tactic and ingrained in American Home Shield's practices and process; all to avoid a refund payment as well as a means to dissuade a customer causing increased frustration unnecessarily.
The situation became even more frustrating when a customer service representative told me I could use the AHS mobile app to choose whether I wanted the refund credited back to my Visa card or mailed by check. After thoroughly searching the app, I discovered no such option existed. Another AHS representative later confirmed that the app has no feature allowing customers to make that selection to credit my original payment via my credit card on file or send me a check for $885.00.
I believe I was given inaccurate and misleading information that caused unnecessary delays and wasted my time.
Since then, I have spent countless minutes to hours making follow-up calls, enduring excessive hold times, being transferred between departments, and even being transferred to silent phone lines where no one answered. This is all documented by way of email message, etc.
Despite repeated promises and written/verbal confirmation that my reimbursement was approved and sent on 7-2-2026, I have still not received my $885.00 refund as of 7-22-2026.
I have retained email documentation and other indisputable proof confirming the approved reimbursement, along with records of my repeated attempts to resolve this matter.
Based on my experience, American Home Shield's customer service and Cash-in-Lieu department has been unreliable, disorganized, and inconsistent in their responses and messaging; all giving rise to the questionable practices that any reasonable person, especially a consumer, would consider as a major issue or deceptive delay tactic by a business.
Consumers should be able to rely on a company's written commitments without having to repeatedly chase a refund that has already been approved.
Until American Home Shield honors its written commitment and promptly issues my $885.00 reimbursement, I cannot recommend this company in addition to escalating my complaint by contacting consumer protection agencies to investigate this matter.
I hope American Home Shield improve their customer service and Cash-in-Lieu practices and reimbursement process so other customers do not experience the same frustration and waste of time with misleading and delayed tactics in refunding my $885.00 by American Home Shield's representatives who stated to me that they know this is frustrating for me, but yet, continued the practice of furthering, for weeks, payment of my $885.00 refund to me who has been a customer making monthly payments for a very longtime.
