American Home Shield Reviews
8.8
Overall Score
Review Source
DON Dallas, TX
We are in a rural area with limited service providers. When we need service we may have to wait a week or more before your service people can come to our area. Then we wait a week or more for ordered parts. It’s too slow of a response. Then if a the repair doesn’t work and a part isn’t available you want to rebuild a part. Again this is a huge inconvenience for people in rural areas. It could be a month before the appliance is fixed. Not acceptable. All of that to avoid replacing an already aging appliance.
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.
Jan. 23rd, 2023
SCOTT West Roxbury, MA
I’ve used American Home Shield for a few years now, and have been very satisfied with the responsiveness of the company and the quality of the service professionals sent to correct issues.
3 years ago
Reply from American Home Shield
Hi Scott, Your feedback is more than appreciated and we hope you continue to enjoy your AHS home warranty and the coverage we provide in a timely manner.
Dec. 22nd, 2022
John Trowbridge TX
Way too many plumbing issues where American Home Shield does not cover the problem. You’re then out $75.00, with a plumber asking you for 2 to 3 hundred dollars. Then you’re stuck - if you decide to get another plumber, it’s $140.00 for a house call, plus repair costs. I’ve had AHS deny a plumbing claim for a toilet repair because the plumber said there was minor rust in the tank. All toilets have minor rust, in a porcelain tank.
3 years ago
Review Source
Amy Friedman Ballwin, MO
So far so good. The people sent by AHS to do requested work are professional and capable, and get the job done.
My one small beef is that I wish I could be contacted more quickly. A garage door co. was supposed to be open 24/7, but did not call me until the weekend was done, even though I had called in the problem on a Saturday morning.
3 years ago
Reply from American Home Shield
Hi Amy,
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.
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.
Dec. 22nd, 2022
Ali Homa Santa Rosa, CA
The response from assigned contractors is great. The contractors are professional and doing fast job. The only issue I can see there is no coordination from Home Shield. They wait until they receive work done by contractors where they do not communicate with the home owner.
3 years ago
Reply from American Home Shield
Hi Ali, We always enjoy hearing what our customers have to say! We’re glad we could be of service and appreciate the kind words! Please contact us again if there’s anything else you need.
Dec. 22nd, 2022
Review Source
Julia Bell Johnson City, TN
Everything was straightforward and transparent, and my problem was quickly resolved without any need to spend time researching, calling around, and comparing quotes. Huge time saver, stress saver, and cash saver!
3 years ago
Reply from American Home Shield
Hi Julia, Your feedback is more than appreciated and we hope you continue to enjoy your AHS home warranty and the coverage we provide in a timely manner.
Dec. 22nd, 2022
Review Source
Monique Estrill Alpharetta, GA
Truthfully, the customer service sucked the first two times I attempted to call in the middle of winter. I was told that 36° is not cold enough for me to have an emergency call when there is kids in the home. The empathy from the customer service sucked. I had requested a manager, and I was ridiculed for even requesting one. In regards to the contract if I know or knew what I know now I probably would’ve never done it.
3 years ago
Elaine Washington, PA
SO FAR AS FAR AS i AM CONCERNED THEY ARE THE BEST HONE WARRANTIES AROUND AND THEY ARE BACKED BY BETTER BUSINESS BUREAU YOU CAN SUBMIT A CLAIM ON-LINE AND THEY BACK UP THEIR SERVICE
3 years ago
Reply from American Home Shield
Thanks for sharing your positive feedback.
Nov. 15th, 2022
Gina Donofrio
Wow! American Home Shield Customer Service is very helpful and knowledgeable. The Sales Rep was both kind and also knowledgeable. It made for the sale to be an easy one. When our refrigerator broke, the repair process was completed in an efficient time.
3 years ago Edited October 6, 2022
Reply from American Home Shield
Thanks for sharing your positive feedback.
Oct. 6th, 2022
Michele Robinson Las Vegas, NV
I have been with AHS for years and this was the worst experience yet. On 9/20/22 made appointment for my A/C not cooling. On 9/22/22 Doctor Cool showed up at 5pm. He said it was a relay, however my A/C was making a very loud metal noise in my indoor vent. He ordered only a reply part so came on 9/24. This technician identified 3 other parts Blow Motor etc. The office called and said they have to fax AHS because as of Jan'22 the parts have to be purchased from their vendor and shipped to them. I live in Las Vegas and it was 98 with inside temp 89. I am 70 and this was so hot I had to sleep with a spray bottle. I have ceiling and floor fans. The parts came in but still had to wait until Oct 1st for the technician to replace them this was now 12 days. Customer service horrible, I called 4 times 2 of which I was left hanging on phone for 20 min. Still can't get direct answer why parts can't be purchased locally like they were in the past.
Michele Robinson
3 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.
Oct. 4th, 2022
Review Source
Kimberly Brown Dothan, AL
I had an issue. American Home Shield had a company send a tech out to take care of it. The issue persisted after the initial visit and the second visit was still covered from the first.
3 years ago
Reply from American Home Shield
Hi Kimberly, 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!
Jun. 15th, 2022
Review Source
Michelle Herrera Honolulu, HI
Once I was eligible, I scheduled a service to have my furnace inspected. I received a call that very same day from the service company and they were at my house within two hours! Great service!!
3 years ago
Reply from American Home Shield
Hi Michelle, 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!
Jun. 16th, 2022
Review Source
Keri Dolan Chicago, IL
I obtained a policy with American Home Shield almost a year ago. I have friends and family that have policies and they rave about them! My AC went out the only thing it needed was coolant which is the only thing that’s not covered. My husband hasn’t worked in well over a year. I obtaind this policy so that in the event anything did happen we would be covered and we weren’t. I still have the policy. I pray to have better experiences in the future if/when need be.
3 years ago
Review Source
BARBARA Eufaula, OK
I like the courteous manner in which the customer service people handle the phone calls. The wait is not outrageous and more times than not, my solution is easily taken care of.
3 years ago
Reply from American Home Shield
Hi Barbara, Your feedback is more than appreciated and we hope you continue to enjoy your AHS home warranty and the coverage we provide in a timely manner!
Jun. 2nd, 2022
Review Source
Dana Jenkins Laplace, LA
AHS is a great company and has been a part of our lives for over 10 years. The customer service department is great like Christiana and Honey, the escalation department, etc. I believe they are awesome!!!!!
3 years ago
Reply from American Home Shield
Hi Dana, I am pleased to hear about the excellent service you have received. I hope you continue to enjoy!
Jun. 15th, 2022
Tom Canoga Park, CA
We requested a dishwasher repair on Mar 22. It has been eleven weeks and we still do not have a working unit. Six techs from two different contractors have seen the machine and today a third contractor was assigned. No one can fix it, but AHS refuses to throw in the towel and offer a replacement. Setting aside the countless hours lost to appointments, how much patience is expected of us customers? This prolongation strategy cannot be cost effective for AHS either. Is anybody minding the store?
We had another experience where an AHS plumber offered to fix a leak for $7K over and above the AHS allowance. We found a licensed contractor locally who proposed an effective alternative for only $2K, and his solution avoided another minimum $10K in fixture and flooring replacements! And I'm supposed to trust these guys!
3 years ago
Reply from American Home Shield
Hi Tom, Thank you for sharing your feedback about your most recent AHS experience and the dishwasher repairs that need to be completed. I would be glad to speak with you to assist with a resolution. Please provide your AHS contract number or property address.
Jun. 1st, 2022
Review Source
VIRGINA Glendale, SC
I like the service and being a homeowner of 1 there are some repairs I cannot do. The service sub-contractors that they have sent to my house has been excellent and very professional in the service I have received thus far. I give 4stars because everyone can stand to make improvements.
3 years ago
Reply from American Home Shield
Hi Virginia, 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!
Jun. 9th, 2022
Richard Gavin Austin, TX
Best warranty company, hands down!!! I have gash to use the. A couple times recently and everything was fixed promptly with the best customer service and knowledgeable contractors.
3 years ago
Reply from American Home Shield
Hi Richard, 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. 26th, 2022
Review Source
steve kopkau Portland, OR
"+" after 7 service calls and $200 out of pocket we are getting a fair replacement fridge. AHS: good.
"-" Lowes gift card issued for replacement...ordered/paid Sunday to deliver Friday, Lowes "loses" fridge & waited until delivery day to tell us. Ordered/paid 2nd fridge on Friday to deliver Sunday and did not get on truck. After hours on phone now getting delivered Monday (instead of originally on Tuesday). Full week without a fridge, Lowes: awful.
3 years ago
Review Source
Bonnie Pinder Jupiter, FL
American Home Shield is an excellent company they are very professional, courteous timely. They took care of my claim with no hassle at all. I would definitely recommend them.
3 years ago Edited January 10, 2024
Reply from American Home Shield
Hi Bonnie, We love to hear when we have provided fast and professional service to our customers. Please continue to share your experiences with us and we will continue to strive to meet your needs.
May. 24th, 2022
Charles Lum
AHS was wonderful! You gave me the right company (Precision Garage door) to repair my garage door. Douglas was prompt, and very efficient to solve the problem. I was very satisfied.
3 years ago
Reply from American Home Shield
Hi Charles, Thank you for providing us with feedback about your AHS experience. We strive to provide you with fast and efficient repairs. We hope you continue to enjoy the coverage we provide!
May. 24th, 2022
Review Source
Juan Ibarra Oakland, CA
This company has provided me with good service. I have no complaints at all.
They are prompt in replying to service requests and connect me with service providers in a timely manner.
3 years ago
Reply from American Home Shield
Hi Juan, I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you to assist. Please provide your AHS property address or contract number.
May. 19th, 2022
Review Source
MARTIN Lindale, TX
The young man was very kind and polite but needed to check with someone on everything. If he is correct on all AC issues then great. If not then I will come back to AHS on the issues.
3 years ago
Reply from American Home Shield
Hi Martin, Thank you for providing us with feedback about your AHS experience. We strive to provide you with fast and efficient repairs. We hope you continue to enjoy the coverage we provide!
May. 25th, 2022
ANTHONY Vallejo, CA
Had good experience and bad. Had to have an appliance replaced took 8 weeks. Things got out of hand and the company they used to deliver it was horrible. They need to screen the vendors better. It looked bad on AHS because I pay them. They had no clue what was going on, I lost 2 days of work waiting on this company to deliver the appliance. Then my A/C repair worked out great. It took them 1 day and 15 minutes to fix the problem. Great service.
3 years ago
Review Source
Cleophus Hayes Atlanta, GA
I have been with American home shield for 14 years. I have never had a bad experience that I can think of. They are always professional, and seem to care about the people they served.
3 years ago Edited January 10, 2024
Reply from American Home Shield
Hi Cleophus, Your patronage over the past 15 years is greatly appreciated! 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. 25th, 2022
TERESA Arlington, TX
They do their best to get the service calls handled ASAP.
Easy online service setup, and renewals.
Friendly, knowledgeable, helpful customer service.
I've been with them since I purchased my home in 2007.
3 years ago
Reply from American Home Shield
Hi Teresa, We appreciate your feedback and hope you continue to enjoy AHS and the exceptional customer service that we provide!
May. 24th, 2022
Review Source
CINDY Nashville, TN
The repair man had our washer and dryer figured out soon after he got here.We had to replace them both our new ones are here but can't be installed till next Tuesday so we will soon be able to wash clothes again.
3 years ago
Reply from American Home Shield
Hi Cindy,
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.
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. 25th, 2022
ERIN Marina, CA
I was pleased however ended up having to pay over $800 to air conditioning company because they needed to do remodifocations for the parts that needed replacing. I don’t think I should have had to pay. They either fix it or replace it. Not charge a customer who pays them every month and has been with them for years.
3 years ago
Review Source
Nancy Fontenot Pearland, TX
Dealing with AHS has been a nightmare!!! As soon as my contract is up I'm outta here. The vendor , Mr. Rooter was even worse. If you want poor customer service from either one of these businesses , please choose them. Mr. Rooter half fixed my toilet and left me in a hell of a fix for Mother's Day!!!!! Then ha the audacity to tell me they couldn't get back to me until Tuesday!!! Luckily I have a master bathroom. On top of that, I was given a time to come out betweeen 5pm and 9pm. Ridiculous don't you think!!! I am so done with these people. If anyone knows of a good home warranty company, please leave a message and I will f/u.
3 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.
May. 10th, 2022
Terry Wilde Apopka, FL
I have been trying to get a response from AHS regarding a refrigerator that has had the repair company out 4 times.
The refrigerator is still not fixed and I have called AHS and get told I would hear from them in 24-48 hours. Unfortunately the call back never came.
When I called to inquire about my call back, I was told the person would escalate my concern.
To date I have not heard back.
3 years ago
Tyishia Goldsberry
I have literally went without a working oven for over a month their contractors are terrible and their resolution methods to solve it are even worse. Every time I called them to let me know that a tech never showed up to finish the job their resolution was to call the contractor and set up an appointment. They did that 4 times and I literally got tired of them trying to resolve the issue and broke down and bought a new stove. Every appointment they made for me for a tech to come finish installing the parts to my oven they would ever show up. At this point AHS REALLY needs to reevaluate their conflict resolution methods and their contractors that they utilize
4 years ago
Reply from American Home Shield
Hi Tyishia. Thank you for your feedback regarding the service experience with your oven. I am sorry to hear that the issue was not resolved. I would be happy to follow up with you to address this matter further.
Apr. 1st, 2022
BETTY LEWIS Las Vegas, NV
I have had coverage with AHS for several years and have been mostly satisfied. However, in January 2022, I had a leak under my home and called them. I tried to impress upon them that it was urgent but it fell on deaf ears but finally after several days, I had the company they referred me to come out. The plumber who came out was willing to go under the house and fix the leak the next day. Instead of them coming out the next day, another company called me to say they would take care of the leak. The man came out but refused to go under the house. It was obvious he did not want to get dirty. Apparently, he told his employer there was not enough space under the house. The space under the house is about 4 feet deep and in fact AHS has previously sent out a plumber who went under the house and fixed a prior leak. I again contacted AHS to send someone else out, but instead they denied my claim. I tried telling them that the first company they sent out had no problem with the space and were willing to do the work and that AHS had previously paid a claim for the same thing. It was obvious the customer service representatives I spoke to, did not want to help me and when I wanted to speak to a supervisor, they refused. I ended up having to pay for the repair out of pocket.
4 years ago Edited July 7, 2022
Reply from American Home Shield
Good morning Betty,
Thank you for bringing the plumbing experience to our attention. I would be glad to speak with you to discuss the issues that arose to have the leak repaired.
Thank you for bringing the plumbing experience to our attention. I would be glad to speak with you to discuss the issues that arose to have the leak repaired.
Feb. 8th, 2022
John Bogalusa, LA
They only get 2 stars as far as the company it is good but as for the contractors they use is horrible my fridge had a bad condenser fan after waiting for the part to come in they came out to repair it from start to finish was 8 minutes so after the 8 min he says its fixed so i am thinking to myself that was awful fast so after they leave i decided to check my kitchen camera to see if they actually did the work so when reviewing the video they come in set the part on the counter and start pulling shelves out after a few minutes he says it is fixed but yet the new fan is on the counter after the shelves are put in i come in and he remembers he put part on the counter when my back was to him he picks it up real quick so i don't see him after he left and reviewing the video i call him told him it wasn't fixed and asked if he changed the fan he replied he had after i confronted him and told him everything was on video and that i was sending video to ahs and calling them after calling them they said ticket was closed told them i had video that he didn't do the work all of a sudden he calls in says he had to order another part to reopen the ticket so he would not lose his contract with them ahs could careless about the video the fact that he is not completing the job and lies to their customers face so when i said i didn't want him back working on my 4,000 dollar refrigerator to get a different contractor i would have to open new ticket and pay them again
4 years ago
Reply from American Home Shield
Hi John,
I appreciate your feedback regarding your most recent AHS experience to have the refrigerator repaired. I would be glad to speak with you to reach a resolution towards repairs.
I appreciate your feedback regarding your most recent AHS experience to have the refrigerator repaired. I would be glad to speak with you to reach a resolution towards repairs.
Jan. 21st, 2022
joed Fancy Gap, VA
It takes a few days for service. That is frustrating when your heat goes out in the winter or when your AC goes out in the middle of a heat wave and you have to wait days for service. It has taken as long as a week a few years ago. Customer service is very difficult to contact. I called yesterday and was told there was over an hour wait but if I wanted someone would call me back asap. That was yesterday. No call yet today. When the service you need requires an expensive part or repair that is when you are happy you have AHS. If you go several years with no needed repairs then you think "I'm paying all this money for nothing." So is AHS worth the cost? I have not figured that out yet. It's been 17 years. If I add up all the fees vs all the repairs I have received I think AHS is ahead of the game. I have not needed many repairs in the 17 years. So, I would say it's a toss up.
4 years ago
Reply from American Home Shield
Hi Joel,
I hate to hear about the delay in service that has been experienced. I would e glad to speak with you to reach a possible resolution for the AC system repaired.
I hate to hear about the delay in service that has been experienced. I would e glad to speak with you to reach a possible resolution for the AC system repaired.
Nov. 22nd, 2021
Bill D Alexandria, VA
We switched to AHS from a competitor about two years ago. We've been very happy with their service and responsiveness. They're really great at both.
My score has dropped as it appears they're starting to allow contractors with really awful reputations to participate. I requested repairs for a broken faucet, a contractor more than 50 miles away was assigned.
When I checked that contractor's yelp reviews - they were a horror show. More than 70 recent reviews that were 1 star, with excoriating comments about the contractor's jamming them for very expensive, and naturally, non-covered fees.
So, we canceled that appointment and we'll use a local plumber we know. If I see this again, we will cancel our AHS account immediately.
4 years ago
Reply from American Home Shield
Hi Bill,
I hate to hear about your experience to have several repairs completed. I would be glad to speak with you to reach a resolution.
I hate to hear about your experience to have several repairs completed. I would be glad to speak with you to reach a resolution.
Nov. 11th, 2021
jan williams Valdosta, GA
DISAPPOINTED
I have a home warranty contract with American Home Shield. My Stove/Range large burner started shooting flames and staying on high temperature in October of 2020. I put in a service repair. Paid the $100 service fee and Sears Appliance came out. After two months wait some repairs were done.
In June of 2021 the same large burner stated shooting flames and remaining on , on high temperature no matter how I try to turn it off. The oven also stopped working. I called and reported this to American Home Shield. I was told that the service contract with Sears has been closed. I was told that I would have to open a new service contract an pay another $100 service fee for a new contractor to come out. I did this.
Artic Appliance came out and did an estimate, back in the end of June.
Almost six months later. every month my monthly plan fee is being taken out of my account by AHS and no repair. I've been shuffled from the Escalation, to Authorization, to Customer Service and back around to the Technician about ten times each, after waiting on hold for over two hours at a time to speak with someone.
Almost six months and still being shuffled around and around and around, with monthly fees being faithfully withdrawn and no repair. Six months. Six months. Six months.
4 years ago
Reply from American Home Shield
Hi Jan. Thank you for bringing your concerns with the appliance service to our attention. I am sorry to hear that the issue has not been resolved yet. I would be happy to speak with you to further address this matter.
Nov. 10th, 2021
Gary Griffith Abilene, TX
Limited coverage with the upgraded plan. Encourage everyone to read the fine print and the full policy. A lot of items are not covered. Try to get assistance with a clogged drain line to find it was not covered because it was not considered the main sewer line. so the drain from my washer and kitchen would never be covered because they consider it to be a branch off the main sewer line.
4 years ago
Edwin Smith Richmond, VA
My A/C quit working in July. I called AHS and they advised a company would be out. After sweltering in 90 degree plus heat for four additional days, a technician arrived. He spent an hour "diagnosing" the issue as bad compressor and no Freon. Cost to repair, $4522.00 The technician said he did not have an estimate as to when the parts would be available or when they would be able to fix unit. This A/C is less than two yeas old. I called the original installer, they came out and said compressor and Freon were ok. The part that was faulty was on inside blower unit which the first technician never looked at. Cost to repair was $850.00. I advised AHS of being ripped off from the company they sent out and asked to be reimbursed. After numerous emails, phone calls, hang-ups by AHS, I finally was told they would not reimburse me. This is not the first time I have heard of AHS being unresponsive in settling concerns. This is reflective of their 3.9 overall rating which I give a 2. Then to top off the terrible customer service, they charged my advanced monthly fee of $39.00 on the 15th and wanted to charge me another fee of $39.00 to cancel. How is that customer service? What about returning my advance $39.00 taken on the 15th? I'll be contacting my state SCC and BBB as also warning my friends and acquaintances to stay away from AHS. Bad company, terrible customer service.
E. Smith,
Richmond, Va
4 years ago
Reply from American Home Shield
Hi Edwin. Thank you for taking time to let us know about your service experience with your air conditioning. I am sorry to hear that the issue was not resolved to your satisfaction. I would be happy to speak with you to further address this matter.
Sep. 17th, 2021
Kirk Yousif Birmingham, MI
I have been trying to get my AC fixed for over two months (Since May 23rd and today is 7/29). First, guy came out and added freon without looking at the system. After that, I spent a month trying to get a hold of him and AHS but he had disappeared. They sent a different company after I finally got a hold of their social media resolution department and that guy came on on the only day in July when it was a cool day and said "I dont see anything wrong". Now the Social Media people havent answered me and the regular call center, where no one speaks solid english and you can hear chickens in the background, wants me to start over with the process and ignore every attempt i have made to escalate the issue. I have been with this company for a very long time and their new service is aweful.
4 years ago
Reply from American Home Shield
Hi Kirk. Thank you for letting us know that you still need assistance with resolving the problem with your air conditioning. . We would be happy to speak with you to address this issue further.
Jul. 30th, 2021
LON HOSKINS Rocklin, CA
I filed a claim on 4/6/2021. 21/2 months later my refrigerator still was not fixed. The company S&S appliance repair is rated as one of the worst companies in the industry. I tried to get a different company but AHS refused, Almost 3 months later they allowed me to hire my own contractor with the promise to reimburse me. The new contractor found that S&S installed the wrong condenser and installed it wrong and that caused my compressor to burn up. $5175 later my refrigerator works. When I asked to be reimbursed. AHS reneged and would only pay $3000 if I purchased a new appliance. My refrigerator cost $12000 -15000. I don't know where all these 5 stars come from .
4 years ago
Reply from American Home Shield
Hello Lon. I am sorry to hear that you did not have the best experience with repairing your refrigerator and being reimbursed. I would be happy to speak with you further regarding this matter to see how I may be of assistance.
Jul. 1st, 2021
Sue Benoit
We've had them for over 15 years. Haven't needed them a whole lot, thank God, however, this last service call went horribly wrong. They have outsourced their customer service internationally, so calling in when you're already upset to speak to someone that appear to understand you isn't the best at helping your upset customers. Escalations to supervisors are unavailable. You have to submit a request for a supervisor to call you back, which of course never happens. Repeated promises of all these different departments needing authorizations. Notes deleted from my open case. I've been lied to. Requests on line show my call was closed as complete, however, they claim it shows something different on their end. Their information is all over the place and I got a different response/status update each time I speak to someone. The only breakthrough I got was finding the number of the contractor and he went above and beyond to reach out on my behalf. I only was able to hear back from a supervisor today because I was refusing to hang up with customer service until a supervisor called me while I was on the phone with them. They started off really good in when I first got them - that's the only reason they got more than 1 star. There is no phone number anywhere on the web to complain to their corporate office, which speaks a lot of volume on the number of complaints that come in on them. Their Facebook says they respond within an hour to messages. That's also a lie. It's about 1 time a day, which doesn't really help if you are needing some help and can't get it from calling in.
4 years ago
Reply from American Home Shield
Sue, we are very sorry to hear that your concerns were not addressed when calling in over the phone. We do appreciate you being a long-time customer of AHS. We will be more than happy to speak with you to try and resolve the issue you are experiencing.
Jun. 1st, 2021
Miranda Lowe Arvada, CO
My first claim with the American Home Shield did not result in any issues. However, this second claim more than a year later is nothing but issues. My stovetop isn't working and I submitted a claim. Everything seemed to move quickly. They gave it to A&P APPLIANCE REPAIR and I received a call within 15 minutes to schedule. We scheduled for the following Monday morning. That morning I received a call that they wouldn't be able to come by until Monday afternoon or Tuesday. I didn't hear back from anyone until Wednesday morning giving me a 15 minute notice to them arriving. Despite telling Angelo I would be in a meeting until 10:30 they arrived at 10:15. Angelo proceeded to not hear me out as far as the issue with my stove. He decided he knew what the issue was and how to fix it, but when he repeated back what I was experiencing with the stove it wasn't even close to the issue. I expressed my concerns to American Home Shield. They stated they would talk to the contractor so that my next experience was better. The following week we scheduled for between 9-10am. I received a call at 11:15 from Angelo saying he was at my house and asking what time we had scheduled for. He came in and quickly did the repair, but now my stove top is even worse than it was before. I contacted American Home Shield and they have tried pushing me into using Angelo again despite two bad experiences. They had A&P Appliances give me a call, Angelo sounded annoying when he asked what the problem with my stove was. Turns out it is his company and he is the only employee so there is no one else they can send. American Home Shield won't send another contractor. A supervisor was supposed to call me back after speaking to them last Monday. I was trying to be patient but I cook every day so the stove top not working is an issue for me daily, it is now Thursday of the following week so I called back. I am told that a supervisor is looking into this, I am not allowed to know what the supervisors name is and they pretty much just rushed me off of the phone. I was getting another call on the other line so I thought it might be them giving me a call back but it was not. They promise a service guarantee but when there is an issue they just ignore you. I think I need to cancel and switch companies at this point.
4 years ago
Reply from American Home Shield
Hi Miranda,
I hate to hear about your most recent AHS experience with the companies that have serviced your home repairs. I would be glad to speak with you to get the issues resolved.
I hate to hear about your most recent AHS experience with the companies that have serviced your home repairs. I would be glad to speak with you to get the issues resolved.
Apr. 30th, 2021
Furb Bushnav Katy, TX
READ THIS FIRST: Up until your HVAC is the one up for repair
Got this home warranty from the seller from when we bought our 10 yrs old house. Pay a $75 fee for booking the service and they send a contractor. I got to use 3x since May 2020 and all went well, problems fixed (electrical and overhead microwave with no out of pockets and an a/c freon recharge where the coverage AHS has to pay is only $10/ pound with me shelling out the rest of the cost totaling $375). The other day, I called in for A/C not cooling and was not heating up last winter in the 3 rooms on the 2nd floor The appointment was set and I met with the assigned contractor today. He informed me and showed me that the A/C refrigerant coil was leaking (not so sure how that is related to the heater problem that I told him) and I was told that he will write a ticket and send to AHS. Then the email came, "There are limitations associated with approving your HVAC for dispatch 61------- under your American Home Shield home service contract at ----Home Address-------. Please call 833.603.0586 to learn more". I called and low and behold, only the parts will be covered (not sure about the labor) and the rest of it like "drain pan, supply mode, drain lines, refrigerant line etc..etc.." are not included and I am expected to pay for it totaling to about $1,500++. My contribution to the Freon I understand but the others costs are mind-boggling. I got so confused and asked the service adviser to explain why I have to pay that much and he said it is because those parts are not included as a part of the unit. What confuses me is that how can those be not part of the unit. Without those parts, the whole system would not function. It will just be a hunk of metal and wires. AHS's should not include HVAC coverages in their list if this is how they approach HVAC repairs. Google says the cost of the repair for my A/C's issue is between $600 - $ 2,000 (parts and labor included). If I would be paying the contractor $1500++, doing the math, what is AHS paying for? I gave this review 2 stars because of previous services, and a negative 3 on how they approach HVAC repairs.
4 years ago
Reply from American Home Shield
Hi Furb,
I hate to hear about your most recent AHS experience with the companies that have serviced your home repairs. I would be glad to speak with you to get the HVAC issues resolved.
I hate to hear about your most recent AHS experience with the companies that have serviced your home repairs. I would be glad to speak with you to get the HVAC issues resolved.
Apr. 30th, 2021
Erica Wilkes Pittsburgh, PA
So far so good. I've used them a few times and the service has been good. We had the same plumber twice and they did a quality job, I was very pleased. I gave 4 stars because a drain pipe broke in the ceiling and it wasn't completely covered, I had to pay an extra $485 to the plumber.
4 years ago
Reply from American Home Shield
Hi Erica,
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!
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!
Apr. 20th, 2021
Susan Cooper Lubbock, TX
I’ve been with AHS for almost 20 years. They send reliable repairmen and in a timely manner. They’ve replaced my AC, two hot water heaters and are about to replace my 15 yo washer and dryer. I have no complaints.
5 years ago
Reply from American Home Shield
Thanks for your loyalty. We appreciate your membership.
Mar. 23rd, 2021
Meeeeechigan Howell, MI
Called American Home Shield for my furnace not running very often during the extreme cold!
Technician arrived less than 24 hours, very professional very knowledgeable very friendly and fixed the problem!
5 years ago Edited January 10, 2024
Reply from American Home Shield
Hi,
We love to hear when we have provided fast and professional service to our customers. Please continue to share your experiences with us and we will continue to strive to meet your needs.
We love to hear when we have provided fast and professional service to our customers. Please continue to share your experiences with us and we will continue to strive to meet your needs.
Feb. 26th, 2021
MisterMills Van Nuys, CA
I opened a service request at the end of November for a dishwasher that won't run because the door latch is broken. The tech ordered a part to complete the fix. The part is on backorder from the manufacturer with no estimate of availability. I've called the tech almost weekly for 3 months for a part status update. I've also called AHS four times for an alternate resolution, possibly replacing the entire door instead of waiting on the latch. Three times they told me the only option would be a full replacement, they would submit for authorization, and someone from AHS would call back with details once the claim was approved or not approved. I never received a callback. On the second and third call, they couldn't give me any information if my request had been reviewed or even sent for review. On my last call to AHS, the rep put me on hold and said they called the tech and the part would be delivered this week. I called the tech today, and they told me that they have no information on a delivery date or when the part will be available to ship. The long hold times, unclear communication, and lack of follow-up are extremely frustrating. Falsely stating that the part would be delivered this week is inexcusable. I understand that parts can be on backorder or have shipping delays. Waiting indefinitely for a part (I'm now at 3 months) is unacceptable. I regret using AHS to complete this repair and will switch to another company when my warranty contract expires. Has there been any value with AHS? Sure...creating the service request was easy, but every step since then has been tedious and disappointing.
5 years ago
Reply from American Home Shield
Hi Mister,
I hate to hear about the delay in service that has been experienced to have the dishwasher repaired. I would be glad to speak with you to get the issues resolved.
I hate to hear about the delay in service that has been experienced to have the dishwasher repaired. I would be glad to speak with you to get the issues resolved.
Mar. 8th, 2021
Frederick Keeling Hope Mills, NC
I love American home shield, if I had to change anything it would be making phone contact. It has gotten very hard to talk to someone so they get the full story of your problem. I called once and it had a call back service. Please use that 24/7 that would be awesome.
5 years ago
Ronald W Shirley Ellwood City, PA
DO NOT deal with this company.
On their TV commercials they seem like a respectable company but they are only as good as the people they send to your home to do any needed repairs which I would not recommend this company because of that for there are ALWAYS out of pocket costs that we the consumer are demanded to pay on a covered item under their warranty plan.
Here are some examples I had with this company,
#1. Hot Water tank needed replaced. First company they sent to my home stated I needed to pay them $500 on top of the warranty. Reported this to American Home Shield (A.H.S.) who sent out a 2nd company. Replaced the Hot Water tank but charged us $155 out of pocket costs for a in line pressure dampener. I paid it before I can to realize what American Home Shield was all about.
#2, Central Air Conditioner needed repaired. First company they sent out never followed up with doing the repair. 2nd company they sent out replaced 1 part but when the A/C still wasn't working right that company never returned back to fix the problem. 3rd company they sent out replaced this small part, then that small part before claiming the unit needed replaced. Out of pocket costs would have been nearly $800 where most of the hidden charges was for duct work. Central air unit was never fixed.
#3 Gas Furnace needed repaired or replaced. Hidden cost would have been $670 and again the biggest hidden cost was for duct work which A.H.S.claim they cover duct work in their warranty plan which looks good on paper until you need the work done, then its a out of pocket cost.
#4 Refrigerator needed repaired, sent a repairman to my home not once but twice and the problem still is not fixed. So I stand my ground that A.H.S. is only as good as the people they contract to do the repairs, so if you do take the risk of dealing with A.H.S. have your checkbook ready to pay for many hidden out of pocket costs.
In closing, if you do try to call A.H.S. to talk to them about any issue expect to be placed on hold sometimes up to 45 minutes or talk to someone that barely can speak or understand the English language, and if they claim they will call you back, don't hold your breath because seldom will they ever return your call.
WE as the consumers can do better and expect more than American Home Shield.
5 years ago
Reply from American Home Shield
Hi Ronald,
Thank you for sharing this series of unfortunate events that occurred through your AHS home warranty. I would be glad to contact you directly to get the issues resolved.
Thank you for sharing this series of unfortunate events that occurred through your AHS home warranty. I would be glad to contact you directly to get the issues resolved.
Feb. 23rd, 2021
Darby K Kalispell, MT
I rated it only 4 stars because I was not able to speak with a human being. However, even though the computerized format was irritating, the company did respond very promptly with contact for the repair company. The company I was referred to also responded ASAP and that was awesome.
5 years ago
