American Home Shield Reviews
8.3
Overall Score
Verified Customer
Review Source
Julie
It is my home warranty, however every time I have a problem it is difficult to get items repaired between AHS and vendor sent. I also do not like Appliance Inc, who is usually who you send. In my experience with them they do not fix the items they are sent out to fix, they only fix part of the problem or none of the problems. They like to fix 1 part vs 3 when there are other parts needed too. Then I have to call back. Not happy with their services on any service call. I have had this plan for over 6 years and they have not been easy to work with for any of my service requests/repairs.
7 months ago
Reply from American Home Shield
Hello Julie,
Thank you for taking the time to send us a review of your experience with AHS. We value and appreciate your feedback. Thank you for being apart of AHS. After reading your message we see your experience with AHS was not satisfactory. We apologize for this. If you need to contact AHS please reach out to AHS via email at socialmedia@ahs.com.
Best regards,
Timari H.
Thank you for taking the time to send us a review of your experience with AHS. We value and appreciate your feedback. Thank you for being apart of AHS. After reading your message we see your experience with AHS was not satisfactory. We apologize for this. If you need to contact AHS please reach out to AHS via email at socialmedia@ahs.com.
Best regards,
Timari H.
Jan. 9th, 2026
Verified Customer
Review Source
Donna
I am so disappointed with the HVAC service technicians that have visited my home. It's just one nightmare after another, no fault of AHS I guess, but it is crazy that since I started using the HVAC warranty service provided by AHS I have been having so many minor issues with my HVAC unit! This is crazy...either the staff with the HVAC companies are setting me up to spend more money or they just don't have a clue as to what they are doing....in all my years, I have not had so many issues with my HVAC unit.
And that said, I am disappointed with the HVAC service; all other service requests I guess were okay.
10 months ago
Reply from American Home Shield
Hello Donna,
Thank you for reaching out to us. We are appreciate you reaching out to let us know of the AHS experience you had. We are glad the other work orders with AHS went well. AS for the HVAC unit work order we understand that the experience was not satisfactory. If the you have an issue with this work order or another work order please reach out to us using our email address, which is socialmedia@ahs.com. Thank you for your business.
Best regards,
Timari H.
American home shield
Thank you for reaching out to us. We are appreciate you reaching out to let us know of the AHS experience you had. We are glad the other work orders with AHS went well. AS for the HVAC unit work order we understand that the experience was not satisfactory. If the you have an issue with this work order or another work order please reach out to us using our email address, which is socialmedia@ahs.com. Thank you for your business.
Best regards,
Timari H.
American home shield
Oct. 3rd, 2025
Verified Customer
Review Source
Carolyn Manigault
Repair failure, been a week since I reported,
4 years ago Edited January 10, 2024
Verified Customer
Review Source
Linda
Your company used to give its customers the highest quality service. Now there seems to be a denial and negative policy in place when it comes to repairs and replacements.
My daughter cancelled her membership I was about to do the same except for a helpful and supportive representative named Gabs who went the extra mile to address my concerns and actually help me and my daughter to renew both of our memberships. We were promised two $100 Amazon gift certificates for keeping our memberships - which we were informed of after we gave our payment info. Many thanks for your generous offer and kindness. Please do uphold your much appreciated customer support and excellent level of commitment. Thank you 🙏
1 year ago
Reply from American Home Shield
Hi Linda, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Jan. 29th, 2025
Verified Customer
Review Source
Christopher
Our experience over the last 15+ years with AHS has been hit or miss. On the negative side, we have had to reject some of their contractors because, for example, one of the contractors truly deserved their 1.4 out of 5.0 Yelp rating. We have had furnace repairs and hot water tank replacement where the workers "jury rigged" a solution that we needed to live with or needed to be corrected in a future visit. In another case, we had to wait for nearly a month for our old (and eventually replaced) refrigerator to be repaired because the first technician completely misdiagnosed the problem. On the positive side however, our last call for our clothes dryer went extremely well. After I placed my request to AHS and then saw who they assigned to service it, I immediately called AHS and they assigned a different company who did a fantastic job. And in fairness, most of the AHS contractors have been ok to good. However, sometimes, it takes more time than we expected for the problems to be resolved.
1 year ago
Reply from American Home Shield
Hi Christopher, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Jan. 17th, 2025
Verified Customer
Review Source
Katie N
I have had great service and I’ve had bad service with AHS, we have been customers for 21 years, in the past they were a very trusted company and provided great service, I have had a mixed bag lately. I have had a few unexpected claims. I did have great service last week with an plumber, however we had another plumber over a month ago so had a cracked disposal and it was addressed, so it caused water damage my husband and I will need to repair but the plumber that came out just a few days ago had it diagnosed quickly and a new disposal in about 20-30 minutes. Working still with another claim, the stove went out and they are requiring a rebuild of our stove, have been dealing with this since around Thanksgiving so late November, the appliance repair company they are using for this has been great to work with and we can still use our stovetop but not the oven, it could be worse but it’s challenging.
1 year ago
Reply from American Home Shield
Hi Katie, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Jan. 10th, 2025
Verified Customer
Review Source
Mark
Peace of mind. However, there are few options through their customer service. For instance, my refrigerator is currently broken. Is has been broke since November. The company they contract with, Sears Home Service, keeps cancelling and rescheduling the appointment for one month out. The next one is 14 Jan. 2025. I am beyond frustrated. The parts arrived back in November but they keep cancelling. I called and AHS is of no help. I spoke with their "Escalation Department." They said since the parts are here there's nothing they can do. I am very worried Sears will just cancel again. What do I do???
1 year ago
Reply from American Home Shield
Hi Mark, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Mariah
Jan. 9th, 2025
Verified Customer
Review Source
Michael
I submitted a repair request on the 18th of November got a repairman to come out and he told me it would take more to repair than replace. Your company was not happy with his results so you sent another company to look at my washer. Took them until the 22 nd of November to look at my washer. They recommended repair vise replacement. on 25th I called your company and you indicated the repair request for parts was not yet submitted. You call the company and then they called me and their parts department has not submitted the request for parts. So as of today 26 November I have been without my washer for 9 days and parts will be requested and it can take up to 10 more business days. To me this is just unacceptable. That is why you get only 3 stars this time.
1 year ago
Reply from American Home Shield
Hi Michael, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Nov. 27th, 2024
Verified Customer
Review Source
Ana
I made a request for someone to come to my house and check an electrical issue that I’m having. They immediately arranged for an electrician to come by. I am aware that I have to pay a $125 deductible for every request, whether it is covered by the insurance or not. Basically, they don’t give free estimates. But worst than that is the fact that the electrician they se t wasn’t able to provide a diagnostic of what is causing my problem. So I am stuck having to pay $125 for someone to come to my house to tell me they don’t know. Now I’m wondering either to cancel the service or if I decide not to cancel if I’ll be charged another $125 if they send someone else to try to decipher what is causing my problem. Beware.
1 year ago
Reply from American Home Shield
Hi Ana, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Nov. 22nd, 2024
Verified Customer
Review Source
Alice
It's very frustrating and difficult to communicate with customer service individuals that are located overseas. They have a hard time understanding issues that the customer is referring to. They can't go off script and just keep reading the same answers over and over even though you are saying something different and asking different questions. After saying, I'd like to talk to a supervisor, they repeat the same script and say that the supervisor will only say the same thing as they are. Can't talk to anyone stateside.
There are limited companies that can come out within 24 hrs or even on weekends when you have backed up toilets. I almost quit when they said they only had one company to serve my needs and couldn't service me on the weekend. However, the company did provide good service when they arrived.
1 year ago
Reply from American Home Shield
Hi Alice, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Mariah
Oct. 31st, 2024
Verified Customer
Review Source
Nichole Spuhler
I think that homeshield takes the cheap and easy way out of some claims. Especially when we are taking out a top of the line system and they replaced it with a problematic and far less superior product at the lowest cost possible. The system removed from our house was a Lenox top of the line system that lasted over 30 years. The system we were provided with was a base unit guaranteed to fail in the first year. Every unit that has been put in has failed in the first few months. That information and statistics come from several reliable companies that have been working with these units. Most insurance companies are required to replace with a similar product. Home shield used to be a good company, but the cost is going up and the service is getting worse. We are considering canceling it for our duplex and have already canceled it on our private home. If home shield continues down this path, we will not even be willing to provide it for our next home we sell.
1 year ago
Reply from American Home Shield
Hi Nichole, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us. Sincerely, Mariah
Oct. 10th, 2024
Verified Customer
Review Source
John
I believe the problem is on Lowes’s end, the problem is getting the item located in the ware house having it pulled processed for p/u and then finding A local company to do the pick up and installation. I would do it myself but it would jeopardize any further AHS involvement and I’m having some health issues. Help on your end could expedite. My last interaction with AHS went smoothly, I thought the problem resolved, Apparently not! Please help, it’s been months. I possible gave an overall “5” rating to to one of your specialists thinking it was the best possible. The lady did a great job
1 year ago
Reply from American Home Shield
Hi John,
We appreciate your feedback and hope your AHS experience continues to improve!
We appreciate your feedback and hope your AHS experience continues to improve!
Sep. 13th, 2024
Verified Customer
Review Source
Joseph
The plusses are that it is nice that when something breaks, it is covered and that AHS responds quickly with a repair service.
The minuses are that it can take some time to get something repaired because AHS must approve the repair and, in many cases, provide parts from its stock of parts. This can easily take an extra week. Not great if your heater breaks in the winter. Another large minus is that they don't cover code changes. You would think that this only applies to structures, but it also applies to things like water heaters and pool pumps! The disallowed amount for code changes seems totally random. AHS does not itemize the repairs, they just tell you your co-pay is $xxx, take it or leave it.
1 year ago
Reply from American Home Shield
Hi Joseph, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Sep. 4th, 2024
Verified Customer
Review Source
Jean
I have had a couple of really bad technicians sent by AHS. The worst one was from Appliance Care Experts (ACE) in southern Arizona. The technician was sent by AHS to repair our clothes dryer. The technician's name is Bryan. He told us he could not see because of his cataracts. He did not bring a light other than the one on his cell phone. He dropped his cell phone into out dryer when he had the dryer open to repair it and that cursed and cursed. He never repaired the dryer. He actually made it worse. He brought the wrong part. He sat down on the floor of our laundry room and cursed. In my opinion, AHS should not send ACE to anyone's home. The technician was about as far from an expert as I can imagine.
The second worse technician was sent by AHS from Green to Clean. The technician did not correctly diagnose the problem (pool equipment) and he did not do the repair he claimed to have done.
I beieve ASH is ruining ts reputtaion by senidng such incompenet technicans. Customers like myslef tell others about teh servbice tey have gotten. I have told quite a few people about these two compnaies.
1 year ago
Reply from American Home Shield
Dear Jean, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Mariah
Aug. 23rd, 2024
Verified Customer
Review Source
Jeanine
We have had a home warranty with American Home Shield for over a decade. The majority of our experience has been very good until our most recent claim experience. The rep. assigned to repair our washer was extremely late, caused additional damage, and didn't complete the repair. The AHS rep promised either a Senior rep. from that company would come correct all issues or assign it to another company. Neither happened. The same rep. returned and stated nothing further could/would be done.
Secondly, we bought a 4 year new home/new construction warranty/contract from AHS. The rep. we purchased the warranty contract from stated the 4 years would begin after 1 year in our new home due to everything was covered by the manufacture during the 1st year. However, we paid for the 4 years in full even though we were in our first year in our new home. The contract renewed just 3 years after our first year and we did not get 4 full years as the sales rep. promised and sold to us. Making us a year short of what we paid for and not ready to pay for a new contract year.
If this would have been our first experience I would not have renewed and taken my business elsewhere. Since all prior experience has been excellent, I'm giving the company another opportunity to prove it will honor what was sold to us and hoping this past experience doesn't happen again.
1 year ago
Reply from American Home Shield
Hi Jeanine, I'd like to thank you for bringing this to our attention. I apologize for the difficulties you've been experiencing and would like to discuss this more. Feel free to contact me at bestco@ahs.com. Sincerely, Mariah
Aug. 15th, 2024
Verified Customer
Review Source
Lynne
Years ago when I first subscribed to your company, I had a really good customer service work with really good companies that you sent out. I’ve never had a problem. Of course when I didn’t have a problem since I was in real estate, I had a local rep call on our office that would work things out for me. When I move to another state, I put your policy on Each of the two houses that I have had here. In my opinion, the companies that you’re sending out are subpar. The last one you sent out had horrible ratings on the Internet that I only found by doing a search of them myself so needless to say I’m not impressed anymore.
1 year ago
Reply from American Home Shield
Hi Lynne, I'd like to thank you for bringing this to our attention. I apologize for the difficulties you've been experiencing and would like to discuss this more. Feel free to contact me at bestco@ahs.com. Sincerely, Mariah
Aug. 15th, 2024
Verified Customer
Review Source
Stacey
I am giving AHS a 3 and not a 0 ONLY because my latest experience was actually great. If the next one is equally as good I will take another survey and raise my rating.
Unfortunately, up until then, for the past 3 years I have been very patient with AHS even though there was only one HVAC company available to me and they were absolutely horrible. He ripped me off and never did actually come back and do what he said he would do. Fire & Ice Heating & AC are the worst.
As a former Realtor who offered the AHS warranty to my clients I had hoped for better service on the consumer side of things.
My last experience renewed my faith in AHS and so far we have made it through the summer with no outages.
1 year ago
Reply from American Home Shield
Hi Stacey, I'd like to thank you for bringing this to our attention. I apologize for the difficulties you've been experiencing and would like to discuss this more. Feel free to contact me at bestco@ahs.com. Sincerely, Mariah
Aug. 15th, 2024
Verified Customer
Review Source
Karen
I would let people know to inquire about the vendor being assigned to them. I would suggest the following:
1. Is the vendor up for renewal/certification with American Home Shield within the next month? The reason being, AHS did this to me and prolonged my a/c repairs without any remorse for their actions.
2. If you want to speak to a supervisor, good luck!!! If and when a supervisor calls, you must be on standby and drop everything to receive the call. If you missed the call (even when they called outside of business hours), there is NO way to get a supervisor on the line.
3. Get all names when speaking to someone. Everyone you speak to will give you different information and sometimes contradict what other AHS representatives have told you. Even the supervisors gave me wrong information.
4. If AHS says they are going to do something, stay on top of the situation. 2 AHS suoervisors said they were going to do something and never did. It was documented in AHS notes of what needed to be done. It wasn't until I called the 3rd time and spoke to someone about the situation that it was finally taken care of. 5. You will have to do ALL the calling to find out the status of the situation with AHS. The vendors are really good about communicating with you about their status. Unfortunately, the vendors do not have control when it is AHS's doing.
Overall, when AHS does their job, things go well. Unfortunately, I have had it where it didn't.
2 years ago
Reply from American Home Shield
Hi Karen, I'd like to thank you for bringing this to our attention. I apologize for the difficulties you've been experiencing and would like to discuss this more. Feel free to contact me at bestco@ahs.com. Sincerely, Mariah
Aug. 9th, 2024
Verified Customer
Review Source
Shermeen
Great coverage but customer service agents never have updated information readily available to them unless they are specifically looking at information related to the work order number of your service request. Escalating an issue is never timely and often times those representatives don't get back to you to assist with an issue or call you back if you miss their initial call back to you. Contractor relations is also an area that you cannot speak to personally and can only rely on the customer service agent sending them an email regarding your problem with a contractor. Great coverage with this company but it requires persistence to get things done in a timely fashion and some working knowledge of how this company works.
2 years ago
Reply from American Home Shield
Hi Shermeen, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Mariah
Aug. 9th, 2024
Verified Customer
Review Source
Matthew Lee Jr
As a long term American Home Shield customer (34+ years), I'm familiar with the service request, dispatch, and repair process. On my most recent service request, I had to place multiple follow up calls to get the estimate; the service provider stated the estimate would come from AHS, when I called AHS, they said the service provider would send it - the typical ping-pong runaround game. After receiving, approving, and having the work completed, I was not given an invoice, only an unsigned service invoice #143140 which noted Evap Coil 1 pcs. as the 'Description of Work." The service request had items covered by AHS, and non-covered items, and I as the customer paid the $75 call charge, and $2,361.00 out of pocket. I had to contact the AHS, and the service provider multiple times to get a receipt and documentation of the work performed. It was also revealed that some items in the agreed service order were not provided although the service technician stated that all of the work was complete. As of now, I'm still waiting for documentation from AHS, and also require documentation from the service provider to detail all of the out-of-compliance work was completed.
2 years ago
Reply from American Home Shield
Hi Matthew, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Mariah
Aug. 9th, 2024
Verified Customer
Review Source
Sharron
Several months ago myself and a company had a go around with AHS to get a problem solved before the warranty ran out on my hot water heater. Every time they or myself would call we would get a different foreign person to talk to and got a different answer. AHS installed a new hot water heater. Then it developed a problem. The manufacturer would cover the parts but not the labor. The company that installed it was willing to repair it but wanted to be paid for the labor. AHS gave us all kinds of answers including that company wasn't on their list of vendors when they originally sent them out. For an additional,$100 they wanted to send someone out to check the appliance and would decide if it needed replaced. We had two weeks before the warranty expired. Both the company and I called every day for two weeks and we got different answers each call. I was and still thinking about changing insurance. Neither of us could really understand the people we were talking to.
2 years ago
Reply from American Home Shield
Dear Sharron, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us.
Sincerely,
Mariah
Sincerely,
Mariah
Aug. 9th, 2024
Verified Customer
Review Source
Joan Mobile, AL
Usually easy to use. Overseas call center poorly informed of anything other than is this the last 4 of your card number. The dispatch I has now taken me 4 calls to get a contactor who could handle my issue. I set up a claim Saturday online & it disappeared. Called Monday morning & gave name of company from online Saturday but not in system. Contractor does not do gas. Called back as contractor stated they are not licensed to do gas. I was told I was set up with yet another contractor. Never received email/ text so Called back. Sure enough it was not set up with a new contactor. Finally that person did set up with new contractor. I have now been without heat, hot water or use of my stove for 4 days. Less than good service. Also the 2nd the last person I spoke to on the phone was very rude. No wonder he did not set up the dispatch.
2 years ago
Reply from American Home Shield
Dear Joan, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us.
Sincerely,
Kim
Sincerely,
Kim
Nov. 15th, 2023
Verified Customer
Review Source
donna whitcher Aliso Viejo, CA
The system allows you to file claims efficiently. I don't often care for the companies that get assigned to me. I've actually had to kick a rude appliance repair man for my washer out of my house. Now I check their ratings and request a different company if I need to. That works better for me. I also don't like it when they don't speak English very well. It makes it difficult to communicate a problem. I've had at least 2 situations where they couldn't diagnose the problem. Not helpful and expensive. I had to replace my air conditioner and the reimbursement was far from satisfactory. Read the fine print. What they promise is advertising and what they deliver is in the fine print.
Having said that I always feel better that I have the warranty.
2 years ago
Reply from American Home Shield
Dear Donna, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us.
Sincerely,
Kim
Sincerely,
Kim
Nov. 7th, 2023
Verified Customer
Review Source
Stephane Carion Richardson, TX
We're paying $110 a month to AHS, then if something breaks, we have to pay an extra $75 each time you submit a ticket. Then the repair either gets approved by AHS or declined, and if declined, then you have to pay the repair yourself, and we get declined quite often for the stupidest reasons. Also the technicians always inflate the bills so much to AHS. We've seen it happen. They come to our house for a tiny little thing and bill AHS $500+ That is insane. And when AHS declines the claim, we're stuck with the inflated rate. It's ridiculous and definitely not monitored. We are actually thinking of pulling out and just keep the $110/month and put it on the side and we'll call a repair company ourselves.
2 years ago
Reply from American Home Shield
Dear Stephane, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us.
Sincerely,
Kim
Sincerely,
Kim
Nov. 3rd, 2023
Verified Customer
Review Source
Jay Landfair Chandler, AZ
For easy to fix items the warranty is worth the money for not having to hassle with fixing things yourself. For large items like air conditioners and invasive plumbing.. the warranty really doesn't help much at all. Some of the service providers are just scammers, others are very good. Either way... you will end up paying for your big ticket items out of pocket if you want it done right. Or you will get a patched up system and continued problems. OR the the small details of your contract will most likely exclude the repair all together. Look up "slab leak" or "Air conditioner repair". They will offer to replace your compressor but you pay for the freon... $3000. Then the "cash out" offer is very very small compared to what you have to pay to get the work done correctly.
2 years ago
Reply from American Home Shield
Dear Jay, Thanks for bringing this issue to our attention. Please know that I'd like to look into this further. Send your contact info to bestco@ahs.com and I'll be back in touch with you soon.
Nov. 2nd, 2023
Verified Customer
Review Source
Edward Hodgson Montgomery, TX
AHS coverage is lacking. You cover certain parts but don't cover the installation of the parts. I had a water heater replaced and had to pay hundreds to get it installed because the installer wanted the connections to be new. We agree they should be new with a new heater but that should be covered. It was not required by code.
Likewise, we got our coil replaced. The installer wanted to replace the plenum and that requires plenum insulation and coating. We agree those were required but not due to code. It's just an installation requirement that SHOULD have been covered by AHS. Instead I had to pay hundreds of dollars out of pocket for the installation.
This is NOT GOOD. That's why only 3 stars.
your installers were great. they get 5 stars.
2 years ago
Reply from American Home Shield
Dear Edward, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us. Sincerely, Mariah
Oct. 31st, 2023
Verified Customer
Review Source
J Mac Lancaster, TX
Very disappointed with AHS regarding my work order for my washer. Agents keep giving me the round around for my repairs. Work order put in in July 2023. Took 3 months to get my washer repaired. Continually send Quality Service to repair my machine. Three different repairman came out 4 different time. I had to ask AHS do not send them back to my house. They didn't not know how to repair. Finally the E. Team another contractor True Vine. Repaired on first try. I should not have had to wait for another contractor to be send. I was so frustrated with the several Agents I talk to. Sounded like all reading from a script. I have been with AHS for over 30 yrs. I should have gotten better service. Very unhappy with the service and length of time it took to get my washer repaired. Unbelievable
2 years ago
Reply from American Home Shield
Dear J Mac, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us.
Sincerely,
Kim
Sincerely,
Kim
Oct. 31st, 2023
Verified Customer
Review Source
Kashmiri Hindu Richmond, CA
Like: The provider was assigned quickly on my work and follow-up on what s/he needs to do was also arranged quickly
Not Like:
1. The provider told me that I needed to pay out of pocket to cut the wall area where the pipe was leaking and also to cut and install the PTrap. Basically, it was charge to access the area. I am not sure why I should pay that out of pocket. If a pipe is leaking and that is covered, then wherever the leak is that should be covered.
2. I was told he would replace the pipe and then I am not sure if he will reinstall the PTrap on the sink and who will fix the sheet rock he has cut. I believe he was re-installed the PTrap but not sure and another contractor needs to come and do the sheetrock work.
All this could have been explained to me after the provider visited the site by the provider or by AHS.
2 years ago
Reply from American Home Shield
Dear Kashmiri, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Mariah
Oct. 25th, 2023
Verified Customer
Review Source
Michelle Hall Blair, NE
Dislike customer service very much. Poor. When I called into AHS previously for a disappointing service call and asked how could I get my preferred company the advice was to let AHS know who I would prefer at the next call. I had a situation come up on October 2023 where this issue was addressed except this time, I got online and there was no email request for anything of this type. I filled out most of the request but did not finish the request on the webpage proper as I saw an online chat on the right hand side of the page. I used the chat to see if my preferred company could do the work. When the chat line asked if I wanted to proceed with the request I said, "Yes." When the company finished the work my bank account was charged twice for the one service call. When I called AHS Customer Service to ask them to place one of the two payments taken out back into my bank account they gave me all kinds of excuses, told me I was the reason that this happened, I had placed two orders by using the chat, When I specified that I had not hit submit on the primary webpage and only said, "yes" to the chat, they still gave me problems. The resolution to this was finally reached after two days of phone calls, back and forth, between AHS, myself, and the company that did the service. We actually had to go to a three-way phone call to verify the company owner and dispatch numbers. (which I had given to AHS on a previous call. All of the onus was on myself to prove that AHS had made a mistake, when they could plainly see what they had happened. They could have also looked at the record over the years that I was with them to see that nothing like this had ever happened before. Then to add insult to injury the customer service specialist said that I would have to wait 7-10 business days for the refund! If they can take it out of my account immediately when service is rendered, they could certainly have put it back with the same expediency. Very poorly done by AHS!
2 years ago
Reply from American Home Shield
Dear Michelle, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us.
Sincerely,
Kim
Sincerely,
Kim
Oct. 23rd, 2023
Verified Customer
Review Source
Barbara
I always have to worry if I could trust the contractor you send one guy lied to me and said the air conditioning was contaminated and he wanted 12,500 for new air conditioner so I asked for a second opinion which I got and there was nothing wrong with me fixed a few parts and everything was good so you see I have to always have chest pains but I need them because I'm out of state and property me there and Heat in the desert but I have to be on my p's and q's with these people because they can lie to you the contractors they send out they may be licensed and bonded but they can also be crappy and rip us I've been through it several times American Home Shield needs to check out these people closely or take a closer look at the reputation just because their license and bonded doesn't mean they're reputable I didn't need a new air conditioner that was all b******* to ripped me out for 12,500 dollars thank you for sending out the second opinion and now I'm not red tagged anymore
2 years ago
Reply from American Home Shield
Dear Barbara, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us. Sincerely, Mariah
Oct. 6th, 2023
Verified Customer
Review Source
Cara Tetschlag-Frank
8/28 - requested service
8/31 - Green Wire Bay Area came out to assess….they needed to order parts
9/14 - Green Wire was supposed to show up between 1-4pm, at 3:30pm I called to see if they were still coming. They assured me he would be here between 4-4:30pm. At 5pm they still weren’t here, so called them again and of course the office was closed. The guy finally showed up at 5:40pm. Spent 2 hours here supposedly fixing the problem, but then found another problem. Told me they would need to get approval to order the parts. I called AHS to complain as Green Wire was just flat out awful.
9/18 - AHS sent a different contractor out (Sears) to look at the washer and somehow the washer wasn’t working at all and that technician said that it looked like the previous contractor didn’t actually fix the initial problem. He told me he would need to call AHS to get approval to order that part(s).
9/20 - I called AHS to get an update. They told me that the parts were ordered but that I would need to wait 14-21 days and once the contractor received the parts they would call me to schedule a time to come out and fix it. I asked to speak with a manager. It took them 5-10 minutes to put in contact with someone on the “escalation team” and that person was just as worthless as the first person I talked to. I specifically asked to speak with someone that had more authority than the first person and all I got was someone on the escalation team with no extra authority. I asked for my service fee of $75 to be refunded. He said he would do that and to no surprise said that it would take 7-10 days for the refund to show up. That whole call was over an hour and nothing was resolved and there has been no sense of urgency whatsoever.
10/2 - called for update on the status of my washer….stagnant and keep getting the same answers….parts ordered, you have to wait 14-21 days but then he changed it to say 10-14 (well, it’s been 10 days), still haven’t seen my refund and he tells me I have to wait 14-21 days for the refund which is not what the person told me back on 9/20. By now, I am extremely angry and frustrated so I let the guy know how frustrated I am. He keeps apologizing for how long this has been taking and says “we’ll make it up to you”. I asked him how they were going to do that and he basically repeats everything he had told me about the parts being ordered, the waiting period and that the contractor will call me once the parts are in to schedule a time to come out. I asked “how is that making it up to me? These are all the things that AHS has to do and should be doing since I pay a monthly fee for this service on top of the $75 service fee each time I open a service request!” So over a month without a washer, they refuse to pay my laundromat bills, they refuse to show any sense of urgency whatsoever and I just keep being told the same thing over and over. I told him that after this is all said and done, they will be losing a customer.
2 years ago
Reply from American Home Shield
Dear Cara, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Mariah
Oct. 3rd, 2023
Verified Customer
Review Source
Marsha Fayetteville, NC
I called to have my dryer fixed. It took almost a week for repair person to show up. She took it apart did what she had to do to it I even paid $50.00 extra to have it cleaned. I got to dry 1 load of laundry before it started make a WORSE noise than it did before. I callback to have repair person come back out and was told it was going to be another 8-9 days for them to show up. So out of the last 3 weeks I’ve been able to dry 1 load of laundry! It’s a pain to load up laundry and go to laundromat to dry clothes. Repair person is supposed to show up today between 8-5, which I think they should be able to give a smaller window of time, not 9 hrs waiting for them to show up!!!
2 years ago
Reply from American Home Shield
Marsha, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Mariah
Sep. 15th, 2023
Verified Customer
Review Source
Steven Fort Worth, TX
This company has been very responsive accept for our most recent breakdown and that is the air conditioner. AHS has totally not handled this issue! The first time they sent out a technician to fix air conditioner he basically was told to do the minimal possible to get it running. Within two weeks it was broken again and the same technician was sent out to access repair, this time he was allowed to order a new coil evaporator, which AHS ordered wrong! We have been waiting so far for 10 days,in 104+ degree weather with yesterday being 107 and today a 108 . I have been told that it will be another 3 days to get a very available part and then another 4 days to get it installed maybe! This is beyond unreasonable. Of course my husband have been insistent AHS make this happen sooner to no avail! AHS should be totally be docked for their incompetence! I have lost faith in their ability to put the customer first.
3 years ago
Reply from American Home Shield
Steven, Thanks for bringing this issue to our attention. Please know that I'd like to look into this further. Send your contact info to bestco@ahs.com and I'll be back in touch with you soon.
Jul. 19th, 2023
Verified Customer
Review Source
shawn burton
I really like that AMS responds promptly once a service request is placed. However, Their resolution process is very poor. We have the platinum plan and we put in a serice request over a year ago to repair the ice maker and water dispenser on our Samsung refrigerator. In 2022 3 different repairmen and plumber were dispatched and no one could repair it. After several months, we then called and spoke with a customer service representative and he asked if he could sent out another repairmen one last time. We agreed, the repairman came out and it was not repaired. We recently placed a 5th service request to fix ice maker and water dispenser June 2023. A repairman came and said it was the fan. He replaced it but needless to say, it did not fix the problem. We contacted the service contractor and they are now ordering a part. It's been over a year AHS!!
3 years ago
Reply from American Home Shield
Shawn, Your review is concerning to me, and I'd like to know more about it. Please contact me a bestco@ahs.com so I can investigate this further.
Jul. 6th, 2023
Verified Customer
Review Source
Kimbrelee Austin, TX
I’m not satisfied to find out that the compressor that was replaced 7 months ago has already become the issue for my central AC unit to stop working during the Texas heat wave in June. I researched this part to find out that MANY customers have experienced the same issue. Mind you, I had to wait on this part for several weeks during a cold snap, during which time I had to resort to using hazardous space heaters. Moving forward, I fully expect that this gets rectified and American Shield/American Air use quality parts from reputable manufacturers. I pay for quality service and I expect quality products.
3 years ago
Reply from American Home Shield
Kimbrelee, I'd like to thank you for bringing this to our attention. I apologize for the difficulties you've been experiencing and would like to discuss this more. Feel free to contact me at bestco@ahs.com. Sincerely, Mariah
Jul. 5th, 2023
Verified Customer
Review Source
Amy Henry Irvine, CA
We had American Home Shield for one year after the purchase of our home. The good: when I made a service request, they scheduled someone promptly and the technicians generally were good. The bad: the deductibles are high enough to really make you think twice about calling. When we had a microwave that needed replacing, we got stuck in the transition from service to appliance purchasing and it took three long phone calls, each on hold for 30+ minutes just to get someone on the phone, two of which dropped before finishing and I had no way to get back in touch with the person who had been helping me. It is very hard to get in touch with them if you're not asking about something very standard. While it saved us money on several things, it does not save time and we decided not to renew.
3 years ago
Reply from American Home Shield
Amy, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Jul. 5th, 2023
Verified Customer
Review Source
J K Harrison, AR
AHS is great, however they don't always have the pick of the litter when it comes to technicians in all areas. The last electric tech that was hired did absolutely NOTHING he brought his gf with him who was someone you can't trust to take your eye off in your home. The tech didn't look at the issues just asked what I wanted done and left after not getting an appointment or a call for days when AHS has a 24 hr policy I had to call him, and then call again asking if he even wanted the job, and then randomly a week later he said he'd be in the area and stop by. All he did was ask what's wrong and then take off and a week later after I called AHS to figure out where the status was he called them back a half week later with a wonderfully thought, made up diagnosis and a fake story about a previous home owner doing the wiring when the home was built by a professional and wired by professionals 5 years ago, its a new home, just something wrong with a few areas that happen to just go out recently. He didn't check or look in to it just gave them some half remembered story only talked about half the issues and told them I had a water fountain wired in which I have ZERO WATER Fountains on my property or any thing of the sort. The dude forgot everything we spoke about and made something up to cover his butt and then they denied my claim based off his story so I asked for another tech in my state and they didn't have one. Despite that issue they do cover alot and do help but some times you get what they have available as a tech and you get screwed.
3 years ago Edited January 10, 2024
Reply from American Home Shield
JK, Your review is concerning to me, and I'd like to know more about it. Please contact me a bestco@ahs.com so I can investigate this further.
Jul. 7th, 2023
Verified Customer
Review Source
Cathy H District Heights, MD
They do not handle emergency request well. When I called about my water heater busting the process was going to take days. Meanwhile my floor was flooding and they acted as if they didn't know how to escalate this issue. Although I was told they were escalating the issue.
They also don't take complaints regarding the companies they use well. I had a company hang up on me because the receptionist that answered the phone said she was too busy to wait for my response to a problem. When I told AHS, they continued to try to reach out to the company with no answer from that company (for 2 days!). I had to pay for the service out of pocket because AHS didn't make a move to resolve the issue. They tried to get me to continue to use that company.
Those were the only 2 issues I really remember but now that I am thinking about those issues again, I don't know why I am still with them. I also just reduced my stars.
3 years ago
Reply from American Home Shield
Cathy, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Jul. 3rd, 2023
Verified Customer
Review Source
Jerry Howard Beaumont, TX
I’ve been with AHS off and on a long time. They are usually good to help me find a solution to my problem but have dropped the ball regarding a dryer issue. They’ve send technicians out 4 times now with no solution. The last tech said because of a part issue it can’t be repaired. This has been going on since May and now we’re at the end of June. My dryer is a fire hazard in that it dumps the lint not only back into my clothes but down in the bottom as well. Also if you let dry clothes stay in it or leave the door closed for more than 4 hours it gets wet inside requiring me to redry my clothes.
3 years ago
Reply from American Home Shield
Jerry, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Jun. 26th, 2023
Verified Customer
Review Source
Anthony Conyers, GA
AHS customer service is good, but their ordering division is suspect. I placed a service claim (Washing Machine) on 5/15/23 and it’s 6/20/23 , my issue is still ll not resolved. Communication beyond customer service lacking in a major way. During this period the number of parts were ordered, meaning less than what is required to complete the repair, causing delays, my family and I are still waiting for the parts . On two occasions I was told by the repair technician what parts were needed as well as how many, and if there was more than one part required, AHS sent one part, causing delays and undue stress. I would inform AHS and the assigned contractor to rectify the issue. Hopefully I’ll get the parts needed for this repair, but I’m lacking the confidence I had seven years ago.
3 years ago
Reply from American Home Shield
Dear Anthony, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Jun. 21st, 2023
Verified Customer
Review Source
Dan San Francisco, CA
Their website for making payments and requesting service is great. They will service small issues quite quickly and will likely pay your claim when it's a smaller cost. If you have anything larger that is higher cost, they will find any way possible to get out of paying that item and tends to take longer to get serviced. If you have something like an Air Conditioning issue it will take 4-8 days for someone to get out to take a look at it. This is especially bad when you live in Arizona (a very hot climate and considered an emergency). This has happened with water heaters and AC units where it took a week to get someone out, only for them to not pay anything or will pay a small portion. So literally we were without hot water and AC for over a week. When it's 105+ degrees you cannot live over a week in your home, let alone no hot water for that same length of time.
3 years ago
Reply from American Home Shield
Dan, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Mariah
Jun. 8th, 2023
Verified Customer
Review Source
Vernette Santa Rosa, CA
I have had AHS for over 10 years. I am satisfied with the service that is offered. However your billing dept. I had a problem with about 10 days ago. I was charged for my monthly service twice and I only approved bill pay from my bank once. I tried to resolve this and the customer service representative couldn't help me. I went round & round with her for over 20 min, I finally asked for her supervisor & spoke with her & still did not get this resolved. She said I had approved (I don't recall doing this) to have the charge taken out of my account automatically the first of the month. I went to my bank and asked that the automatic payment be cancelled & I will approve payment monthly for this to be done through my bill pay with my bank,
3 years ago
Reply from American Home Shield
Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.
May. 23rd, 2023
Verified Customer
Review Source
Latasha Akron, OH
Some of the vendors make repairs & just don't know what they are doing. They make assumptions based on the environment or their opinion. Not thorough at all I had a broke refrigerator instead of checking the entire refrigerator. The technician saw one thing wrong and ordered that part but that wasn't all that was wrong with the refrigerator so when the part got put in and replaced, the refrigerator still was not working so I had to wait another week so they can order a part. It was just irritating. I also had a problem with the bathroom toilet they kept placing it because it was leaking instead of telling me that the floor had been compromised and needed to be redone. I had to figure that out on my own, Which ended up being thousands of dollars because of the severe would damage all the way down to the baseboards in the basement.
3 years ago
Reply from American Home Shield
Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs. We are working diligently to improve the overall customer experience.
Jan. 9th, 2023
Verified Customer
Review Source
Mary Robinson Louisville, KY
You sent a service person to repair my range hood. The man took parts out and said he would have to takes parts back to his office and chech if they were still available. I told him ok and he said he would call me back. Then covid happened for 2 years and I heard nothing. I finally called and was told that my range was delivered and installed. She said I could open a new claim, pay $100.00 again. Within the last month I had service from an electrical company and I asked if they would have been the company that would have installed the hood. They said no but a couple of years ago one was delivered to them, they said nobody had requested that and they said they sent it back. I finally got to speak to someone and they said they would elevate this problem to the appropriate office to try to fix the delicate. He said I would get a call in the next week. No call came. This week I tried again and talked to a woman and she told me the same thing. I am considering dropping my account with you because of poor communication with your company. It was implied that I have received a new range hood per your records. I did not and if you would like to visit to check my kitchen, I will be glad to have you.
3 years ago
Verified Customer
Review Source
Julie Marquez Greenbrier, TN
I asked the plumber about my guest bathroom toilet that kept running and he said her couldn't look at it. He said he was only allowed to work on my clogged toilet in master bathroom and I would have to call for another visit. I guess that means, I have to pay another $125. for another plumber to come out for my running toilet. I'll just have to live with it or try to fix it myself. I'm not going to pay for another plumber when I already had one in my house who refused to fix my guest bathroom. I forgot to mention the running toilet. So it can't be fixed with the first call. I'm very disappointed. I will call American Home only when I'm desperate.
3 years ago
Reply from American Home Shield
Hi Julia,
I would be glad to speak with you to assist with the plumbing repairs that need to be resolved.
I would be glad to speak with you to assist with the plumbing repairs that need to be resolved.
Jan. 9th, 2023
Verified Customer
Review Source
Rick Ogston Yuma, AZ
Representatives are completely scripted and often don't really understand the problem or just repeat the script without addressing the issue. They also give assurances that aren't accurate. IF the problem is a standard easy fix, the scripts work. If anything is unusual, they are not. Supervisors are very hard to connect with and are likewise scripted. As you can tell, my experienced have been both good and very bad. There is a failure to keep the customer informed ir updated when they can't find a repairman in your area. It took over two months with no communication on their part for one of my issues that ultimately was an easy fix.
3 years ago
Reply from American Home Shield
Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. And we are working diligently to improve the overall experience.
Dec. 20th, 2022
Verified Customer
Review Source
Arrash Pirasteh Plano, TX
They never stand behind their work. Calling and speaking to the reps is very difficult as they are limited in what they can do. I have asked and demanded that I speak to a supervisor but it's nearly impossible. 3 days in a row I was promised to get a call back which never came. On my 4th call, which puts me over 2 hours of talking to you, someone finally transferred me to a supervisor who helped me. The main issue is that you should have some common sense on unresolved matters. If it's a couple days out of warranty, then there should be a way for them to make exceptions. Also, I found that on this particular incident, they claimed there is only one company in that area. My rental is in a large suburban city. Why is it they only have one garage contractor? I didn't want the same people who messed up before to come back out but I didn't have a choice.
3 years ago
Reply from American Home Shield
Thanks for sharing your experience. We are working diligently to improve the overall customer experience.
Nov. 9th, 2022
Verified Customer
Review Source
Tenissia Evans Lacombe, LA
Processes are changing to make things better for AHS and customers but the communication in the notes are not updated so all reps are able to see last interaction. Customers should not have to repeat information that the last rep provided. I was told different things from different reps. Where a rep told me that I was wrong about a process that another rep told me was the correct process. Through her research she repeated to me the same thing I told her. There has to be a better way to record notes on a workorder. The confusion between reps on the workorder process would be the reason I change companies. I would rather a smooth process of when the contractor sends report back to AHS, AHS contacts (via phone or email) customer within 24-48 hrs no matter the department. This gives the customer a feeling the AHS is attending to the customers needs and not blowing me off. I have been calling AHS for a week and a half to get an update on my dishwasher workorder, getting the run around calling the contractor and AHS. Everyone is pointing the finger at each other but no one is taking responsibility for their part. This really needs to change. And I have asked for over 3 yes to change my name from Scott to Evans and I still get calls from AHS and contractors calling me Mrs. Scott.
3 years ago
Reply from American Home Shield
Thanks for sharing your experience. We are working diligently to improve the overall customer experience.
Nov. 9th, 2022
Verified Customer
Review Source
Geraldine Davenport-Rose Woodbridge, VA
I had a problem with my oven in August and they sent someone from Searis. The guy did not check the oven, even though we told him sometimes it heats and sometimes it does not. The day he came, the oven came on and 2 days later it wouldn't heat. It was doing this off and on. I told him that it was the igniter. He didn't bother to check the oven and tried to tell us how to turn the oven on. We have been living her e for 15 years and of course we know how to work an oven. I was charged the 75 dollars for the deductible and did not receive the proper service. We went on vacation a month later and when we returned the oven was out again. We called American Home Shield and we were serviced by Star Appliances. They were very thorough, found the problem which was the igniter, and fixed it. They were courteous and experienced. So I paid 75 dollars for the same problem. American Home Shield never reached out to me about the first company, Seamus, even though I complained.
3 years ago
Reply from American Home Shield
Thanks for sharing your experience. We are working diligently to improve the overall customer experience.
Oct. 31st, 2022
Verified Customer
Review Source
Cheryl Moliterno Fort Myers, FL
First of all "star selections" were not my choice. Was preselected without able to change them. In 23 years with AHS this has been my worst experience. While I can appreciate that FL was hit with a major hurricane, I do not appreciate being lied to as far as getting contractors to my home in a timely fashion. As I explained in my original cal for service, contractors in Ft Myers, Cape Coral and surrounding areas were hit extremely hard by the hurricane and were not in operation to servce calls. I asked for a contractor out of area to be sent to my home. This could not be acomplished as no authority is given to those located in Columbia or the Phillipines. Of course numerous calls to AHS corporate office went unanswered. I was lied to by representatives who told me certain local contractors were available. When I called the contractors myself, I received recordings stating "due to the hurricane we can not service calls". In a time of need, while I can appreciate certain contractors were unavailable, I can not appreciate being lied to. My clothes dryer can not be repaired and your appliance purchasing dept tried to low ball me with a machine inferior to what I own. After going back several times, i finally agreed to a payout well below the cost of the machine I purchased, which is exactly like my old clothes dryer. I specifically gave the purchasing dept the exact model number of the same dryer I had but, it went on deaf ears. I am still waiting for my dishwasher to be fixed. While I was told parts were delivered on Oct 14th to the contractor, that also turned out to be false. The contractor then called your parts dept and was told parts would be delivered Oct 19th. Of course, he still had not received the necessary parts and therefore can not schedule an appointment for my repair. As I stated, I have been with AHS for 23 years, I have NEVER experienced such poor service. I have recommend AHS to friends and family over the years, now I am a little leery of doing this moving forward. In 23 years, in three of my residence, we have had maybe 10 work orders started. It seems AHS has made out far better with me they I have with them, moneywise. Not being able to speak with executive relations is a bad practice.".
3 years ago
Reply from American Home Shield
Thanks for sharing your experience. We are working diligently to improve the overall customer experience.
Oct. 31st, 2022
