American Home Shield Reviews
8.8
Overall Score
Verified Customer
Review Source
Sharon
I have been with American Home Shields for 9 years. However, I am seeing where some of the people that is being sent out say that there are alot services that can't be provided. I believe it is due to customer fault however you are forgetting that homes do age.
5 months ago
Reply from American Home Shield
Thank you, Sharon! We appreciate your review. We value our customers and appreciate the time you took to share your experience.
Kim
Kim
Nov. 6th, 2025
Verified Customer
Review Source
Kimberley
Sometimes they don't fix the problem while they are there and even though they know you will be calling back with the same issue they take your money and leave.
Example: Microwave door when shut it runs fan but not heat even when the buttons are on "off." The repair main kept closing the door until it finally didn't run. then he opened and closed and it ran again in "off" position and he kept slamming it until it didn't run and said "ok you are good." But then I opened and closed door and it ran again and he said just keep slamming it a few times.
that is not fixed to me and they charged me $100 to tell me something I already knew.
You also have to be willing upfront to know that it can take up to five days to get a repair assessment and then more time to order parts etc. Knowing this ahead of time allows me to set the expectation that can be met not something that will frustrate me when not met.
1 year ago
Reply from American Home Shield
We appreciate your feedback and hope you continue to enjoy American Home Shield!
Sincerely,
Mariah
Sincerely,
Mariah
Nov. 27th, 2024
Verified Customer
Review Source
Robert
It is nice to have a home warranty program to manage those unanticipated repair bills. That said AHS is really just a broker of hundreds if not thousands of local repair specialists and what typically happens is AHS reaches out to their network of repair specialists who you then have to wait for their respective appointment scheduling process just to get a troubleshooting appointment scheduled. That can be 2 to weeks out. Then once the technician arrives and completes the troubleshooting then he/she/they have to submit a report to AHS when then determines whether or not the problem is covered if yes then AHS must approve of any parts required. So all told it can take several weeks to get a covered repair completed. If you have a larger appliance like a hot water heater, oven, stove or other code regulated appliance ( i.e. , one that requires a government issued permit and inspection) you could be facing some big out of pocket expenses for the permitting and inspection and any upgrades required to meet new/update code requirements if you don’t have the top of the line warranty plan (Platinum Shield). The other thing to be aware of is there appears to be a shortage of qualified certain types of appliance repair techs across the country and OEMs give priority response to customers who purchased extended warranties vs AHS customers.
1 year ago
Reply from American Home Shield
Hi Robert, 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
Sep. 4th, 2024
Verified Customer
Review Source
William
1 year ago
Reply from American Home Shield
Hi William, We greatly appreciate your loyalty to us and thank you again for sharing your experience.
Sincerely,
Mariah
Sincerely,
Mariah
Aug. 15th, 2024
Verified Customer
Review Source
Lawrence Carmel-by-the-Sea, CA
So far American home shield has performed well on all the small issues over the years.
Bigger issues seem to take a long time to get settled , I understand that dealing with contractors and getting estimates is a time consuming ordeal .
American home has done well with removing my pool issue , I am waiting for the reimbursement to be sent to me…..also I under This can take some time.
My main concern is my second home , I contacted sales to get the same warranty for that property but , after paying the premium for six months I finally requested a copy of the contract and it was not the same contract , I was informed that I could not change contracts till this one has expired . It truly was my own fault for not verifying what contract I was paying for. I have no appliance issues at that property but was surprised that appliances were not covered.
Perhaps AHS should look into changing their policy of no upgrades during the contact period.
AHS has been very responsive and I have trust in the service they provide.
Thanks …….
2 years ago
Reply from American Home Shield
Dear Lawrence, 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. 8th, 2023
Verified Customer
Review Source
Robert Portland, TX
AHS is great and I wouldn't be without it. I'd like to see them be a little faster is all -- that would get them five stars from me. When my AC broke a couple months ago I was dealing with 100+ degree temps for almost three days before a service technician contacted me. Of course, HVAC companies were really busy then, so maybe it wasn't their fault entirely. But I had a similar wait time for a dishwasher repair a few years back. I can do dishes by hand for three days. I was less able to handle the heat. Buying a couple of small window AC units helped, but that cost more than the eventual repair would have, so this time I'd have come out ahead by just calling someone and paying out of pocket.
2 years ago
Reply from American Home Shield
Robert, We appreciate the fantastic review and are glad we could be of service. If you have any further needs or questions, please reach out to us again.
Sincerely,
Kim
Sincerely,
Kim
Oct. 19th, 2023
Verified Customer
Review Source
Tim Littleton, CO
AHS is very responsive and quick to assign vendor when you file a service order, and the work of their vendors has generally been good. On most recent claim the first service provider misdiagnosed the problem and said he couldn’t do that work, but AHS assigned a second provider immediately and he was able to find the real problem and fix it; a few days delay but a good resolution. The online system is easy to use but it could benefit from more ability to provide specifics about claim. If your problem doesn’t fit exactly with the handful of options, your claim may get assigned to the wrong specialty of vendor.
2 years ago
Reply from American Home Shield
Tim, 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
Jul. 13th, 2023
Verified Customer
Review Source
H T Hampstead, NC
Overall great response times and service contractors.
One issue with open claim for over 2 months due to contractor lack of availability, waiting 2 weeks for initial appointment, 1 week for them to place order of parts, 1 week to call to schedule repair after receiving parts, 2 week wait time for appointment availability with parts. Arrived for repair and unable due to issues which were identified during initial appointment 6 weeks prior. Another 2 weeks before they could return with appropriate staff to complete repair. Still waiting, open item. During this time AHS has been unwilling to change contractor and is not holding to SLA and required timelines for contractor actions.
2 years ago
Reply from American Home Shield
HT, 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
Anthony NA
2 years ago
Reply from American Home Shield
Hi Anthony, We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Sincerely, Mariah
Jul. 3rd, 2023
Verified Customer
Review Source
Henry Washington, DC
I like that when I put in a claim, I got a response and a contractor in a timely manner. I have been with other companies and their service was terrible. In one case I had to wait several days to be contacted by a contractor and then when they finally came, I had to wait for over 45 days for them to take care of the problem. My realtor told me that AHS was reliable and so far, she has been right.
The cost for service is a little higher than other home warranty companies that I have used ($100 vs $75 or lower) but overall, it's worth the extra cost.
I wasn't aware that AHS offered incentives to writing a review and to receive such a thing would have been nice.
2 years ago
Reply from American Home Shield
Henry, We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Sincerely, Mariah
Jun. 29th, 2023
Verified Customer
Review Source
Carolyn McCutcheon Indianapolis, IN
AHS has upped their services and response time . I still struggle with understanding the agents if I call in because they are obviously located outside the US. They have recently added a question about understanding to their service feedback form. Right now all the vendors they use in our area are fairly good. It sometimes is the "luck of the draw" with who you get to do the service. It is common practice now that most service vendors do an assessment of the need on the first visit, then order a part and then have a second visit. That can be problematic when you are waiting for a water heater repair or HVAC repair.
2 years ago
Reply from American Home Shield
Carolyn, We appreciate the fantastic review and are glad we could be of service. If you have any further needs or questions, please reach out to us again. Sincerely, Mariah
Jun. 29th, 2023
Verified Customer
Review Source
Brenda Cockrell Spring, TX
I have filed one claim with AHS and was pleased with the quick response I received to my online request.
A service company was assigned the same day and they responded quickly to set an appointment.
I waited a few days for a tech to become available and the tech was on time as scheduled and was able to find the problem.
Unfortunately, I needed a new part so had to wait for AHS to order it. The part arrived a few days later and was installed the day after it arrived.
The technician was courteous, knowledgeable and fast. My washing machine is back to normal and the entire process was hassle free.
2 years ago
Reply from American Home Shield
Dear Brenda, Wow! Thank you so much for the feedback. We appreciate your business. Sincerely, Mariah
Jun. 22nd, 2023
Verified Customer
Review Source
Frances McClintock San Antonio, TX
I had one service call for my AC that resulted in three visits by the service provider American AC/Heating: one to diagnose a problem with my thermostat and, since the technician didn't have one with him and a second to replace the thermostat. Less than 48 hours later, I still had issues with my unit. A second technician came out for a third visit and was able to quickly diagnose and fix a contact switch on the outside unit. I actually had two problems (one inside/one outside) that were handled with one service call.
The process of initiating my claim was easy online and getting follow-up service for the still unresolved total issue was just as seamless. The responding AC company was prompt and professional. Very happy (and much cooler now!) with both American Home Shield and American AC/Heating.
2 years ago
Reply from American Home Shield
Frances, We appreciate your business and value your feedback. If there is anything else we can do for you, please let us know.
Sincerely,
Kim
Sincerely,
Kim
Jun. 15th, 2023
Verified Customer
Review Source
Charlie Clown Anderson, SC
Good service overall. There was some confusion on my check up on air system. 1st repairman said there was a leak so could not perform anything without a wait to check again. He said if leak found he would put a stop leak in and that would fix the problem. The next company repairman, from a different company, was very quick and efficient. I informed him of what the last repairman from the other company said and he said he was glad that he came instead of the other guy because putting in stop leak would void all warranties of work thru American Home Shield. It appears that I got lucky and no damage was done. So far everything is working well and hope all remains that way.
2 years ago Edited June 28, 2023
Reply from American Home Shield
Charlie, We appreciate your business and value your feedback. If there is anything else we can do for you, please let us know.
Sincerely,
Kim
Sincerely,
Kim
Jun. 14th, 2023
Verified Customer
Review Source
Jim Cook Dallas, TX
I have been a subscriber to AHS for many years and have had numerous occasions to avail myself of their services. Ihave always found the contractors dispatched to resolve my problems to be prompt, respectful of my home, honest and trustworthy. I have experienced no issues. My only complaint with this past service call was the fact that after the problem with my air conditioning unit was fixed, it required 4 lbs. of freon at $185/lb. As AHS allowed only $10/lb., it cost me an additional $740 for just the freon. An online search confirmed that the price I was charged was within the average going cost for a pound of freon in my locale. In view of the high cost of freon, I felt a greater portion of the cost of freon should have been covered by my policy.
2 years ago
Reply from American Home Shield
Dear Jim, We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Sincerely, Mariah
Jun. 16th, 2023
Verified Customer
Review Source
n/a Leesburg, VA
I’ve had ups and downs with American home shield over the years at both my home and rental property, but based on my recent experiences, this company has taken a turn for the better and continues to improve its customer service. I was thinking of trying out a new company and then couldn’t because overall, AHS has been good to me and I as more reliable than the other company I tried. I’ve had a refrigerator replaced and a washer/dryer based on malfunctions of the products. Additionally, as of late I’ve had very timely resolution of all concerns. I also appreciate that when I’ve called recently, the customer representative liased with the company providing service so that I didn’t have to and they were able to expedite my concerns. I have no complaints with AHS as of late except for the fact that their fees continue to increase it seems.
2 years ago
Reply from American Home Shield
We appreciate the fantastic review and are glad we could be of service. If you have any further needs or questions, please reach out to us again.
Sincerely,
Kim
Sincerely,
Kim
Jun. 7th, 2023
Verified Customer
Review Source
Susan Scotts Valley, CA
You know I've had you for years, first in AZ now both AZ and OR.
Last year I had a plumbing problem. Because Brookings, OR is so small and doesn't have a over abundant of plummets you had me call my choice of a plummer. I followed all the directions, having the plummer call you to get approved, he gave me an invoice, I took a picture sent it via email to the address I was given and never got reimbursed. It was over $300.00. Not for nothing it has left a bitter taste in my mouth. It's very uncool when I had to front the cost. I'm still a loyal customer to this day. I would love it if I can still be reimbursed. Thank you, Susan Koff
2 years ago
Reply from American Home Shield
We appreciate your business and value your feedback. If there is anything else we can do for you, please let us know.
Sincerely,
Kim
Sincerely,
Kim
May. 31st, 2023
Verified Customer
Review Source
Laurie Racine, WI
Overall our experience with AHS has been good. They are a lot easier to work with than our last home warranty company.
We are having trouble currently concerning a water problem created by (what we know now is the shut off valve to our first floor bathroom sink faucets. When I called in the to make a claim for service (in a panic as the bathroom surrounding area as well as the basement below were flooded with water) I happened to say the word faucet and that is all the agent heard. When I called we didn't know where the water was coming from specifically we just knew something about the "faucet" was leaking.
When the plumber arrived and discovered it was the shut off valve to the faucet that was the cause of the problem he told us he couldn't fix that unless we put in another claim and paid another 125.00 deductible.
We called AHS they next day - spent a great deal of time of the phone with an agent going back and forth about the original call and she finally agreed to amend the claim so that the shut off valve would be included.
Next day the plumber arrives - he calls AHS because he had not received an amended work order - and a different agent tells him NO the shut off is not included. The plumber tried to tighten the valve but we are still stuck with emptying a tub because the shut off valve is still leaking (slower than before - but still leaking).
I won't go into the issue of them not replacing the faucet because our vanity top is 6 inch on center and they only cover a 4 inch on center faucet. Who knew.
A little frustrated with this claim and a little edgy since my first floor is a complete mess (thank God for homeowners insurance) and we lived in a jet engine for 3 days.
Whew..... all in all AHS has been good for us and is a better than average home warranty company. It's easy to submit a claim and they are very prompt on assigning a contractor to perform repairs.
2 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. We hope you continue to enjoy the coverage we provide!
May. 24th, 2023
Verified Customer
Review Source
J Canyon Country, CA
We have generally had good experiences but this most recent interaction was a bit problematic and we ended up with a bill for something that we should not have had and it took a few weeks to resolve it. Also, while it's wonderful to have employees of all backgrounds, more and more often when we call in, there are very nice and professional reps, but fairly often, they are very, very hard to understand because they speak with a very heavy accent and speak very quickly. I politely ask them to repeat themselves, but I do dread having to call because I know there's a good chance I won't understand what they're saying.
3 years ago
Reply from American Home Shield
Hi J, 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.
Nov. 28th, 2022
Verified Customer
Review Source
Bill Branch Hyattsville, MD
I had an experience where a contractor was told to call me upon arrival in order to be let in the apartment building to service my A/C unit. I took off work twice to be home. The first time the contractor didn't show and Ii received a call after the supposed arrival time causing me to lose a whole day's leave. The second tme the claimed they arrived, couldn't get in the building and left. I never received the requested phone call, nor a call explaining what happened . I called to find out and was told the technician fon't use their personsl phones to notify clent of problems. I asked for my money back, or another contractor and received neither. Further inquiries resulted in threats from the contractor and no action from cudtomer service. I've since used the service twice with no incidents.
3 years ago
Reply from American Home Shield
Hi Bill,
Your feedback is more than appreciated and helps us to resolve issues that have occurred. Please provide your AHS contract number or property address for assistance.
Your feedback is more than appreciated and helps us to resolve issues that have occurred. Please provide your AHS contract number or property address for assistance.
Nov. 28th, 2022
Verified Customer
Review Source
Cathy Biggs Mesquite, NV
I am pleased with the service that I get from American Home Shield. What I do not like is that they send some contractors from long distances and then if you have a follow up issue those contractors can't get back to you for days. I would appreciate being able to use local contractors and then be reimbursed by American Home Shield if there are no local participants with their company. I have no idea if the contractor they are sending is reputable or not and in some cases these people have terrible reviews online for their services rendered. I had a refrigerant leak in my air conditioning unit in September and was told by the contractor they needed to order a part. They did not get back to finish the job of installing the part for 10 days in the desert heat. I was just told by a friend, who was an HVAC tech. that my unit is leaking refrigerant, the repair was not done correctly and the contractors who worked on my unit are over a 2- hour drive away. They need to make changes to their policy of using your own local contractor.
3 years ago Edited January 10, 2024
Reply from American Home Shield
Thanks for letting us know everything is working out for you!
Oct. 27th, 2022
Verified Customer
Review Source
Jay Hurt Jonesboro, AR
The service is mostly good. People they send out are professional. Their prices are going up but they never replace anything. I had my AC go out in July (I live in Tx) & they had to come out 3 times in a 30 day period & I had to pay $250.00 out of my pocket after all that. I had to buy a washer on my own because they didn't know what was wrong. He came out he didn't run a full cycle to see what it wasn't doing he kept punching buttons to go to next cycle & he didn't fix it. We couldn't communicate well because of language. He told me to take a video of a cycle & send or call back. I just bought my own washer. Their commercials are not accurate.
3 years ago
Reply from American Home Shield
Thanks for sharing your experience.
Sep. 2nd, 2022
Verified Customer
Review Source
Richard Rosow West Hartford, CT
I was very impressed with how quickly I was able to engage AHS to start the process of repairing my air conditioner. However, the team who arrived to fix my AC advised me they had to confer with AHS before they could make the repair. Fine, so far. Then I received a survey asking me how AHS had performed (much like this one). I now have an appointment to have my AC repaired one week from today. So my gentle suggestion would be to connect the system that reports completion of requested work before asking a customer "How did we do?". I am also $685.00 out of pocket (so far) and not exactly thrilled about that either.
3 years ago
Reply from American Home Shield
Your feedback is greatly appreciated.
Sep. 2nd, 2022
Verified Customer
Review Source
Jacqueline Kay Harris Matthews, NC
The local regional person is excellent in my area, and I received very good help with a resolution from her and another representative. The call center I reached out to, however, I would not even classify as human. If you're going to put someone on hold to "get a manager," it helps to actually put them on hold instead of the customer hearing every word you are saying in spanish while he and his buddies make fun of you and your disabled children for 5 minutes; and to top it off, when I called him out on it, his response was, "So I guess you can speak spanish, huh?" To which I replied, "Yes, I can. I grew up in West Texas where that is common. So yes, I understood every demeaning thing you had to say about me and my children." Oddly enough, when I started quoting what he had been saying, the entire call center got quiet and no one had anything else to say. I guess everyone is a tough guy on the other end of the line, and I truly hope someone in top level management gets this review and feels disgusted about having outsourced a customer care call center that acts like this.
3 years ago
Reply from American Home Shield
Your feedback is greatly appreciated.
Aug. 25th, 2022
Verified Customer
Review Source
Hector Sandoval Sierra Vista, AZ
I bought a new fairly large house which was only 12 years old, but it had 2 A/C units, pool, spa, 4 bathrooms, etc. so I wanted to insure it because of the possible expense. Over the last 3 years, I have used AHS quite often. I had issues with plumbing, A/C, pool and spa. I have called AHS and have had pretty good success. The response has been quick, mostly they have fixed the issue and I only pay them $100 for each repair. I think the trick is to review the company they give you (I use yelp) and make sure they are good. Once you find a company you like, ask for them. I'm definitely happy with my decision to get home repair insurance through AHS.
3 years ago
Reply from American Home Shield
Thanks for sharing your positive feedback.
Aug. 17th, 2022
Verified Customer
Review Source
John Ski Spring, TX
I have been with AHS for many years now including my previous home of 35 years& have been happy with the service, however, my sister's home in Colorado Springs which I cover expenses for her has had a terrible experience laterly with a plumber!! He came to the home, evaluated the problem & never returned to fix the stool..first siting back problems then dental problems & I called multiple times but this has never been resolved even when my sister's Dr. Stated it was necessary due to husband's ill health. He has since passed away & she has given up on problem & has lost her $100 deposit. I am not happy with the result or the entire process we have gone through with that co. And AHS in Colorad Springs, Colorado.
3 years ago
Reply from American Home Shield
We're glad to hear your experience went well.
Aug. 13th, 2022
Verified Customer
Review Source
David Kacsur Furlong, PA
My experience was mostly good with one exception. I had four appliances for repair. The dishwasher, dryer were repaired quickly. The washer issue was resolved. Thank you . My wall Oven remains unusable: 1st part arrived broken. Repaired part installed and blew a relay. Had to have a third service call. A relay blew when the tech installed the new part, another week to have the tech come out and remove the parts and send them out for rebuild. It is now two months and I need to wait 3+ weeks for the rebuild to come in, and again wait for an appointment to install. It has been over two months without a wall oven, and it will be at least another month until we see if the rebuild works. I wouldn't expect to wait four months for a working wall oven with this coverage
3 years ago
Reply from American Home Shield
Your feedback is greatly appreciated.
Aug. 8th, 2022
Verified Customer
Review Source
Linda bennett
AHS has generally been quick to deal with claims, including the most recent involving this survey. The one major exception was a denial of claim to replace range after unreplaceable oven door fell apart. This denial based on advice from contractor. We were kept waiting weeks for a response from AHS about the refused claim and eventually were forced to replace the range at our considerable expense because contractor determined damage was normal wear and tear, which was complete hogwash. There was also no sympathy for the problem nor apology for the time lapse from the AHS representative. Otherwise AHS and its contractors other than Greenway have responded well to claims.
3 years ago
Reply from American Home Shield
Thanks for sharing your positive feedback.
Jul. 29th, 2022
Verified Customer
Review Source
Eartha Wilson Arlington, TX
I am a 16 year customer. I had an air conditioner issue and the first company American Home Shield sent tried to rip me off saying I needed things that I did not need. Service One Air. Please do not use them because they are crooks. I asked for a second opinion and American Home Shield sent AUS Air. They were professional, Fixed the issue which the other company overlooked and my air conditioner is working fine. Make sure that you do not have a old plan as they do not inform customers of updated plan and you may be paying for a old plan that doesn't offer what the new plan offer. The Platinum plan is the best. I highly recommend it. t
3 years ago
Verified Customer
Review Source
Christina Dodd Topeka, KS
It was a great experience having the Heating and Cooling contractor contact me and fix the issue I'm having. They've been quick, professional, and friendly. I gave it a 4 because I was having issues with the phone departments connecting me to the right person. I was on the phone for 30 minutes and they'd talk to me for a few minutes and then transfer me to another department. I got connected to the right person and then the call got disconnected. I'm not sure if the guy hung up on purpose or what, but I didn't want to wait on the phone for another 30 minutes just to be able to get the discount. It was very frustrating and I never received the discount. Your company emailed me an ad stating I'd receive a discount if I signed a contract before a certain date. I had just got done paying for the contract when the emailed popped up. I was hoping to receive the discount since I had just signed it.
3 years ago
Verified Customer
Review Source
Steven Shavel Seagoville, TX
AHS did everything correctly with my recent service request, except that the communication that would have addressed my issues and concerns never happened. The service request was made on Monday 5/2, the initial service call occurred on Wednesday, with a diagnosis that the compressor needed to be replaced, then the communication to me, effectively stopped; but I was able to determine that the approval was given by AHS to address the repairs, and eventually the authorization was given to the contractor, the work was performed and completed on Monday May 9th, thus completing the entire service request in a week, which is excellent. So please AHS, find a way to convey information, whether by text or email or robocall, to explain the status and what the expectations for timing on next steps is likely to be. - Thank-You, a good AHS customer.
3 years ago
Verified Customer
Review Source
Rachel Cavanagh Allentown, PA
Everything about the experience was excellent, with the exception of the 'intake' process when I called to open the claim. The representative on the phone was difficult to understand, but we got the basics covered enough to take care of opening the request. Where I had the issue was when she wanted to trouble shoot the problem and clearly did not have the expertise to do so. This should be saved for the company that is hired to fix the problem. When I received that phone call, Nikko was excellent to work with and could tell immediately what the problem was via the video chat. I was leery that this process would work, but the gentleman that came to fix the issue (based on the problem identified through the video chat) was also exceptional. Both Nikko and the repairman (I believe his name was Mike), were super personable, knowledgeable and helpful. We've used the dishwasher 3-4 times since the repair and so far everything seems to be working as hoped.
3 years ago
Verified Customer
Review Source
Geri Bailey Powder Springs, GA
I have only used AHS once since purchasing a plan a year ago. My water heater went out and needed replaced. AHS paid for the cost of the water heater and I had to pay the install which was a hefty price but could have been much costlier. The company they contract with did excellent work. I was happy with the service, just wish things were not so expensive. My only complaint is that my monthly fee went up after one year for electronics which I already had included on the original plan so not sure why that happened but would have been ideal if I had a heads up that an increase was forthcoming. This is common with most services now days. There is no warning about price increases which prevents planning for additional fees. Otherwise so far I have been satisfied. I hope I don't have to replace anything else but I am already replacing a dishwasher which started acting up when the water heater started leaking. Ugh. I took care of that myself though.
3 years ago
Verified Customer
Review Source
Oscar Barrera Shallowater, TX
I have learned that as your heating and a/c systems age, the depreciation value on your system impacts the amount of credit you receive on a replacement unit. Customers need to understand that replacement parts are difficult to acquire and you will eventually have to shell out thousands of dollars to replace your equipment. I have used AHS for over 15 years and have had fairly good service. Just be prepared to proactively save some money for the inevitable which is replacing your equipment. Your AHS Home Warranty DOES NOT cover that expense. My new units were installed and AHS covered 9.4% of $15,889.
3 years ago
Verified Customer
Review Source
Jacqueline Mertins Mc Gregor, TX
The waiting time to speak to someone is ridiculous. And to watch the service rep wait on the phone hoping to get through before he has to leave is painful. That is a waste of time and effort of the service reps time. In many instances they had to leave and then rebook because a simple question needed answering. What a waste of money on AHS money because you are now paying for two times for the rep to come out. Wasteful!!! Plus I have had jobs closed when they are not completed. AHS needed to make sure that the job is completed via the customer. Not done and then I had to jump through hoops to get the job opened again and not get changed again.
3 years ago
Verified Customer
Review Source
J Bingham
I've had to use my home warranty more this year than before. My dishwasher went out, although it took a few months to figure out the issue and 2 different contractors, I ultimately got a new one after the problem was figured out. Next, my washing machine started having issues. There was a possibility to fix it with some delay in parts for the supply chain issues. Rather than make us wait to fix the problem, American Home Shield offered us the cost of repair so we could get a new washing machine. I took that option and had a new washing machine delivered the following week. I had to send in copies of my receipts to AHS and they sent the checks to me right away. This is a true review and other than being a satisfied customer and AHS resolving my issues, I haven't been paid to write this.
3 years ago
Verified Customer
Review Source
Denise Fuller Upper Marlboro, MD
I always request my service online, and immediately I get a notice my request has been assigned, and minutes after that request, the servicing company calls to set up a date to come out. In the past when I would call for service, I could never get through. My last request last month, the service man kept me informed of his arrival status. He was very professional, polite, and knowledgeable. My furnace was good, and he could not find any issues. But the next cold day the furnace was doing the same issue. I believe the issue is the thermostat, because it would continue to run for 3 mins, off 2 minutes, and this goes on all day. But at night the heat comes on and goes off frequently, then sometime during the night, we would be freezing, in house temp would be at 67, temp set at 71 or 72. When i turned it up to 74, it would stay at 74 in house temp, but still frequently cut on and off. Furnace ok, per serviceman, that's why I feel it's the thermostat. I feel I paid my $100, and got no fix to my issue. All in all, the 6 years I've been wit AHS, has been great service, but I've only used the service 3 or 4 times in my 6 years. Thank you for your service.
4 years ago
Verified Customer
Review Source
Janis Elliott Lubbock, TX
When I have a problem (most often plumbing), I have to phone, otherwise you assign me the worst plumbers on the planet. The last time I called I got through very quickly to the best customer representative I've ever encountered at AHS. Here name is Andrea and she was so helpful and everything went smoothly that day. I was assigned the plumber of my choice and they were able to show up within a couple of hours. The planets aligned, thanks to Andrea. Out of habit, I hung up, forgetting to the survey right away. Please put this on Andrea's record that she made my day!!! She is the reason for the 4th star instead of only 3 stars.
4 years ago
Verified Customer
Review Source
Ken Plano, TX
Terrible communications, automated phone system designed to frustrate to the point you give up. Went on line, when I renewed they failed to update and the system kept showing my account expired. Again no phone service to get help until I finally punched in the number to purchase new plan. Suddenly I am connected to sales with an agent anxious to sell. Told my story, she was frustrated and told me I needed customer service. Finally convinced her to connect me. Still I gave 4 stars because once I could file the claim I had a contractor assigned within an hour. He was at my home next day snd resolved the issue within minutes. So it works if you can ever get pass the blockage.
4 years ago
Verified Customer
Review Source
George Nonomura Nevada City, CA
For the first time AHS warranty failed me. I have a dishwasher that isn't draining. One tech replaced the pump and it drained fine. As soon as he left the drain stopped draining again. I did as he suggested and I removed the strainer. It drained faster than the sink drain could flow. The water filled to the top of the sink drain. Then it stopped again. This time I reached down into the washer drain under the strainer. I found a cherry pit. As the second tech was coming he asked if I knew what the problem was. I said I found a cherry pit. He took my word for that and said the service wouldn't be covered because AHS didn't cover clogged dishwashers. He should have come out to see if i was right. It was my best guess but I'm no service tech. AHS also should have called me to say that a clogged drain isn't covered. I went on his word that AHS doesn't cover this.
4 years ago
Verified Customer
Review Source
ZZMARR LAFETT STONE Moreno Valley, CA
Probably no fault of home shield but the service person takes a week to show up to my house and then misdiagnose the issue I was having so when he finished his service I was left with still having a leak to solve. But the service man did tell me that our washing machine was not leaking he pointed out the problem to be the drain. So I routed and serviced the drainage. Next time we used the washer and dryer there was yet still a leak. I ofcourse called home shield again and upon my complaint they refunded the service call and rescheduled another service, days went by and by, and sense we could clearly see it was the dryer that was leaking my wife called the gas company they showed up within an hour he checked the entire house for gas leaks and then fixed the water leak on the dryer. A hose was loose he simply tightened it with a screwdriver and the leak was no more. So the next day when the water was dried up and there was no leak my wife called home shield back again and canceled the service call that we were still waiting for. But story continues because yesterday the bill receipt arrived and shows the one service call refunded and then it shows two more service calls added surely this is something else that I will have to contend with as I sort out the two extra service calls but no one showed up a second, or a third time. Or maybe you could solve this one, I appreciate your response.
4 years ago
Verified Customer
Review Source
Karen Carpenter Sacramento, CA
I had a refrigerator that was not cold and the food was going bad. They told me they would contact someone to schedule and appointment with 7-10 days. I told them that was crazy as the food was rotting. They got me an appointment for four days later; however, the tech for Prime appliances/Dan just took pictures of the part he thought was needed and AHS would would send them the part within two weeks. Then they would schedule another appointment within the week. The bad part was that he did not do a thorough job/he replaced the ice maker without checking the freezer. Something else was wrong/the whole back panel that has the two fans needed to be replaced. After waiting so long to get this resolved, I then called Prime back and they sent out their lead tech/Kim (great tech) who once again took pictures. At least he removed all the packed ice. It was also not working and needed replacement. That meant I had to go through the whole waiting period again. I was not aware I had been charged an additional $100 for Prime. The way I see it, That second trip should not have been necessary if the first tech had done a thorough job. I jus heard AHS will replace the cost of all my food lost from a friend. Hope that it true. I wanted to say what a great job Kim/3nd tech when he came to complete the job.
4 years ago
Verified Customer
Review Source
Renee Conyers, GA
4 star rating is due to a negative experience had a few months ago with assigning our technician that was posted online as a 1 star when we repeatedly said no. AHS should not be associated with these companies and sending them out to the customers homes. I reported this information to them and asked why and were they aware of the negative and poor ratings which AHS was highlighted in all the reviews. The customer service representative stated this would be reported to management. Not sure if it was but so far I haven't had that company for any assignments. I was also told I had the highest plan when purchased years ago, but had to come kut of pocket 800.00 for a issue was fully covered. Hopefully AHS will work on gaining a 5 star rating soon. Customer service has been good so far since those two incidents, AHS did upgrade on new packages but too early to rate. So far AHS is moving in the right direction.
4 years ago
Verified Customer
Review Source
Laura Lawhon Butler Conroe, TX
I began my experiences with AHS in Southern California in the 1970's and they were phenomenal through the decades I had them. When we bought this house in Texas the AHS program was part of the sale. I was less than impressed and I switched to two different companies. When AHS contacted me to return to them this past winter I was hesitant. Since the other two companies were not what I'd hoped they'd be, I decided to give AHS one last go. This time, months later, we had a major plumbing problem and AHS sent several companies out to check it. I wasn't trusting them and asked to have my own plumber who instantly knew exactly what we needed. AHS did pay their portion of the negotiated repairs. Not the entire amount but enough for me to be satisfied. For now, so long as they remain as responsive as they've been this year, I will happily stay with them. It is reassuring to know that they actually will cover major repairs. Their prices are competitive as well. One company I was with made us pay out of pocket for a relatively late model water heater, then submit the invoice to them. Their rate of reimbursement was a huge disappointment. It is too bad that AHS now has their customer service department outsourced in a faraway foreign country and it does take some extra time getting them to realize what the issues are if the repair is a complicated one. For the normal everyday repairs this works out just fine. We actually did get to speak with a local representative when we decided to stay with them. It is nice to know that they do exist...you just have to be persistent to get to them if your situations warrants it.
4 years ago
Verified Customer
Review Source
Sandra Sachs Brooksville, FL
I called about a problem I'm having with my laptop. Before I added the electronics coverage, I asked if service was provided in house - I was told Yes. When I called I was told that I would receive a box in 5 days to mail my laptop to them, and that I should remove any login pasword, and backup my computer prior to shipping it since their actions could result in loss of some or all of my data. Since my computer won't boot, none of this was possible. I cancelled my claim and called AHW to express my opinion about this service. After 2 hours on the phone, being transferred from person to person, I was told that I could not file a complaint with AMW about the eletronics warrenty/policy since you didn't service electronics. However, I pay YOU for the electronics coverage, and YOU contract for this service to a 2nd party. If one of you customers has an issue with this 2nd party, YOU should be informed about it.
4 years ago
Verified Customer
Review Source
Amber Francis Walker, LA
Almost all my interactions have been very good. They were easy to pay and fast to get someone out. Had difficulty with two but were both resolved in the end. I was out of a fridge for over two months which is a little absurd considering it was the first repair company that damaged my fridge beyond repair when it needed an easy fix. Then the amount I was reimbursed was not enough to get one of equal so I had to apply for a Lowe’s credit card to pay the $484 difference. And I got a very off brand, nothing as good as my kenmore, and I’ve already had two problems with the 8 month old fridge. Having a family of six living out of ice chests for that long is unacceptable. Especially during school months for my kids’ meals and snacks. That was the worst out of six. The other five were top notch though. Would still, and do recommend, but suggest the company do some follow up on the maintenance contractors in instances like this that kind of screw the homeowner. I loved my fridge and it was top of the line. Now I had to come out of pocket over $500 and have bottom of the line.
4 years ago
Verified Customer
Review Source
Verna Snyder Tacoma, WA
I have only used American Home Shield once in the 3 years I have had it. The service was very quick. There are two thing I would suggest that would make using a home warranty more worth wile. First the company used for appliance repairs, has their employees use their own phones to contact customers and for older customers, if they don’t recognize a phone number, they many times block it. The other suggestion I would make is that American Home Shield should offer an insentive for customers who don’t use their American Home Shield by offering some sort of service if account is not used regularly.
4 years ago
Verified Customer
Review Source
Debra Hollingsworth Pittsburgh, PA
This year good...last year 2020 stressful coverage for plumber..when I called in to your customer service I was told that my outdoor water turn o /off valve up against house was covered..Ht eplu.ber assigned but whe they got to house I was told it was not covered by home warranty and had to pay 300$.I was very upset and when I called home warranty back had to go through several people..could not get supervisor and the representatives were difficult to understand and I had to repeat situation several ti.es. Was given some addresses but I was sooo stressed from this and couldnt deal with you people. So I lost out of 300$ because your representing gave me false information
4 years ago
Verified Customer
Review Source
Suzie Carroll Discovery Bay, CA
I have been very pleased with customer service. The only problem we have run into is getting an air conditioning unit in the summertime, but I’m sure it’s very difficult for everyone. It’s taking a long time to get all the approval, my family has been without air conditioning for one month. That we finally got the ball rolling and hopefully will have a new unit soon! The only other experience is a leaky faucet. The service call was very quick, Ordering a faucet took about a week and then about another few days to get it installed. Overall I’m very pleased, just wish that the air conditioning unit did not take so long to get approved and installed.
4 years ago
Verified Customer
Review Source
Tom Flynn Fishers, IN
Service has improved greatly over the last 4 years. When began with AHS, a hold to speak to someone was typically over 45 minutes. Contractors have been very good. Only have had about 3-4 calls per year but much improved. The last 2 years, the premiums have increased greatly. I have called to speak to a rep about it. Last year, they offered a $125 discount after calling. They then charged entire amount on credit card. Had to call and plead to honor the verbal amount they agreed to. After 2 weeks, they credited my credit card. This year, exactly the same situation. I called. Offered $75 discount on premium. They then charged entire amount to credit card. Had to call back and plead again to honor the verbal amount agree upon. Hence, two years in a row the phone reps didn't charge what agreed upon.
4 years ago
