American Home Shield: Read 34,360 User Reviews From Real Homeowners

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Jay Spotsylvania, VA

This company was great when I signed up with them a few years back. It has been getting worse in the last few years. There was a problem with billing where I had paid the repairman and since AHW couldn’t get in touch with the repair company AHS continually hounded me for the money even though I had a canceled check from the repairman. Additionally, the wait times when you call in for a repair I have waited over an hour to speak to someone. Also, this company has been horrible about getting emergency repairs.

6 years ago

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Patricia L Panzer Germantown, MD

It was fine. My washing machine couldn't be repaired so AHS offered me money instead. Based on what was here they gave the choice of buying with them or a check. I choose a check because I wanted an upgrade from what was here when I bought the house 2 years ago. I faxed them a copy of my receipt and they mailed me a check. They did not let me know they received the fax so that is a minus. I needed call to check and wait on hold for an hour which is typically with AHS for about a year now. Before that I was always able to get through rather quickly.

6 years ago

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Balesh Issar Springboro, OH

American Home Shield is the company which makes a home owner in peace with home equipment's / devices knowing that no matter what happens it is going to be taken care off. if it cant be repaired it will be replaced.

6 years ago

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Darlene Booth Mooresville, NC

Always covered whatever I called about. You need to upgrade your call in response system,very hard to call in and get help,always on hold for half an hour or longer. That's your only downfall .

6 years ago

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Stacey Cleary Pittsburgh, PA

I've placed three service calls over the life of our warranty, provided by the seller when we purchased this house. Each time, the contractor, once assigned, was efficient and thorough. The process of actually getting the contractor was challenging every time. The web portal for submitting an expedited response does not exist, I was told to call if it's truly emergent. However, customer service required a very long hold period each time I've tried to reach a person. I called this week because of a problem with my water heater which is defined in the contract as covered but not a item on the web form. I was on hold for 37 minutes. When I got to a person, she said their system was down so she could not take my call but would add my name and number for someone to call back when the system was up. That was Tuesday, I write this on Friday - no call received. We went another route for the repair, and I will not renew our warranty.

6 years ago

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Helen Hickman Dallas, TX

First, let me start by saying I've had AHS for over 25 years and up until the last five years have been very pleased with their services. Now it seems that things that weren't covered when I initially enrolled are add-ons for an additional cost. This no longer works for me since I am now on a fixed income.

6 years ago

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Jesseca Taylor Port Orchard, WA

The quality of the warranty is good however the customer service lacks. We were given a service fee credit but was not reflected on my online account to use so i had to call. Then once I used my credit, i still received a bill! It seems like their systems are not connected which lengthens the tramsaction. Very frustrating...I'm not sure we will renew this year.

6 years ago

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James Walrod

Once the work was scheduled, we were very pleased with the contractor. Waiting on hold to speak to a live person for over an hour and 28 minutes twice is not very customer friendly Every time I call, there is an excessive wait time. Perhaps you would consider hiring more customer service agents? Once I did speak with an agent they were very helpful.

6 years ago

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RJ Barber Olympia, WA

Defrauded out of my service charge. My water main burst 2 days before Thanksgiving 2017. A friend told me the repair probably would not be covered so call my home warranty company prior to any service calls to verify coverage. I pulled out my contract and skimmed through it trying to find any specific exclusions for location of plumbing leaks. I coudn't find anything regarding an exclusion for leaks outside the house but I did find that if a repair was not covered and a service call was made I would have to pay the service fee anyway. I called AHS a number of times that day asking for verification that it was a covered repair as I did not want to waste a service fee charge on a service that my friend believed would not be covered based on his experience. I should have listened to him... I specifically stated during the phone calls my intent was to avoid the service charge if the repair was not covered . I clearly articulated the break was between my house and the street. They told me it was covered, it should be covered, they saw no reason why it shouldn't be covered etc. I asked for verification that there were no provisions in the contract not to cover a pluming issue outside the house. In response I was emailed a part of the contract that verified they covered plumbing leaks with no other stipulations. So I committed to my service request and made arrangements with the contractor. I even explained to them in great detail that the leak was outside between my house and the street. There was no indication even then that it would not be covered. The contractor showed up and immediately informed me the repair would not be covered and I'd have to pay out of my own pocket. I asked him to call AHS and verify. AHS called me in just a few minutes and told me then it was not covered. I requested where in the contract that was stated and explained the number of phone calls I had already gone through and was assured it was covered. His only response was he was happy to send me an email with the specific wording and location in the contract that voided the coverage. I asked then for a refund on the service charge because I had done my due diligence to ensure it was covered and they led me to believe it was. The answer was no. He did send me the verbiage in the contract that excluded this plumbing repair. Now I know. The contractor tried to fix the repair after I dug up the line to save myself some money. After almost 6 hours of trying, he finally told me his company did not do outside plumbing repairs and he had tried his best and failed. Fortunately that company did the right thing and they did not charge me for any materials they consumed during their time nor did I have to pay for their time. Their charge was $0 and a phone call from the manager apologizing for wasting my time. I will give them a very high rating for that even though they failed to accomplish a fix. Still not happy they did not tell me during the initial phone call that the repair of a broken water main was not within their capabilities. To this day AHS will not refund the service charge that they tricked me into obligating myself to. I did my due diligence and they took advantage of me by lying about coverage then charging me for believing their lie. Twice during conversations with them about trying to get my service charge refunded their staff became rude by talking over me and just repeating the same sentences over and over without answering any of my questions. The last person I talked to just hung up on me because I would not accept her non-answers to my questions. To this day AHS has not and apparently will not refund me for the money they defrauded me of. To their credit, I have not had any other experiences like this and I have used them at least three other times in the past 12 years. For previous experiences they get 2 stars but for the most recent nightmare experience they lose three.

6 years ago

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Donna Hudson Granbury, TX

I am a REALTOR and have lots of opportunities to recommend home warranty companies. Mot of my clients have been more satisfied with other companies that focus customer service naming the length of time on hold and the skills of the service providers and the biggest issues. The only reason that I have not changed warranty companies is because I have been covered by AHS for many years.

6 years ago

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Joshua Young Gilbertsville, KY

This is one of the best Companies out there, the are very fast in setting up companies to take care of the problem, and will work with them in a timely manner to get it done, if can't fix will replace, no questions ask.

6 years ago

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Don Swift Wichita Falls, TX

AHS is true to its word. They have not only streamlined their process for requesting a claim, the response is very nearly immediate. The warranties they offer are very affordable and customizable. I am very pleased with AHS.

6 years ago

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Raja Zahud Ashburn, VA

We received very good service from repair contractor , AHS did resolve our repair needs , we will recommend to people we know, needs short wating time on Fone , executive branch getting active involve into expedite service, we appriciate very much, Thanks

6 years ago

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Vivek Allen, TX

Good coverage and pricing but bad service in general (contract firms and sub-par). Example - last winter my heating unit was not working, when I called the service they came after 5 days forcing me to buying electric heaters in the meanwhile. Then they cleaned the heating CO exhaust with a wire for 2 mins saying it was clogged and were done. 2 days later had the same problem again requiring another service payment and same remedy.

6 years ago

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james pettinelli Buena Park, CA

Getting the name and number of the service company is great. All of the service companies have been good to work with and have provided good service solving my needs. However, waiting 50 to 60 minutes to speak to a service representative is a shame and AHS should do something to correct that situation. I have had 2 call 3 times in the past 2 months and the wait should very poor service.

6 years ago

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Joy Bailey Greenville, SC

We have had AHS for both our personal residence and our rental home for a number of years. When we had a problem with any mechanical system, they were able to take care of all concerns promptly and completely.

6 years ago

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Barbara Bingham Liberty Hill, TX

I needed my stove fixed and they sent a local co. out. The work was done and they left, I turned my stove on and it started clanking and rattling my again. I called the repair men and they never called back. I tried to call Anerican Home Shield but to no avail. So I’m out the monthly fee and the 125.00 service fee and my stove still isn’t fixed.

6 years ago

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Antonio Viana San Diego, CA

Be careful with AHS....1/4 of the time they are good, but 3/4 of the time they are outright awful and unfair. NEVER PAY YOUR TRADE SERVICE FEE ON-LINE IN ADVANCE. I have had a couple of occasions where I paid the fee on-line and the service person claimed the visit "isn't covered"....then they don't return the fee.....they keep the fee without doing any work....despite knowing why I am calling.... When calling customer service, they will take issue with you and treat you like you are wasting their time..... AHS is a company that forgets quickly who the customer is... BE FOREWARNED.... In fairness, there has been some occasions where they get it right....and save me $$....but more times they disappoint me.

6 years ago

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W. C. Weinmann Drexel Hill, PA

Overall my experiences with covered appliance repairs has been good. However, I would like to see AHS offer the customer the option of using a contractor of their choice based on an estimate provided by an AHS contractor. Provide an option for a cash settlement in order to hire their own contractor.

6 years ago

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CATHY BOGERMAN Hackettstown, NJ

I don't know if I should write a review now, I'm so frustrated. Earlier this year I called for service regarding replacement of a garbage disposal. The contractor assigned was horrible, received 2 stars or less on Yelp and that was generous. Was charged for a house call that did not happen and was sent emails that my account was past due. The contractor did not have the unit and did not call to cancel/reschedule the appointment. Finally spoke with someone at the contractor's office who said he would not make the appointment. When asked why he did not call the response he was late. ?????? Eventually the unit was replaced but had to deal with a AHS rep that insisted the account was overdue. Finally was in touch with another rep that corrected the error. Now I am trying to make arrangements for either repair of replacement of a clothes washer. Been on the phone for a total of 5 hours in 3 days. Have not been able to reach the appliance replacement area even after immediately responding to a message left on 12/29. Service is considered complete but still no clothes washer. Cannot leave a message, and live chat has been disabled. Cannot reach a soul on the phone and access via web mail is now impossible. At work and have spent 60 minutes + waiting on phone. Need to hang up. AHS needs to improve customer service.

6 years ago Edited September 14, 2021

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Gwendolyn Haynes Lakewood, WA

We used AHS for a kitchen plumbing problem and the dishwasher in 2017. The companies provided prompt, efficient service. I only wish that there was a company in our local area (Tacoma/Lakewood), that could be used. Website worked well.

6 years ago Edited September 14, 2021

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Michael W Shaw Kernersville, NC

Our heating system went out and AHS got someone to call us immediately.... They came over, diagnosed the problem and explained the repair. Heat came on and they were out the door.... Outstanding service!

6 years ago

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Kimberly Hendrix

Our dishwasher had water coming out onto the floor, within 2 days of calling AHS, a repair man was at our home, and fixed the issue. Would recommend to any friends and family. Very pleasant and easy to deal with

6 years ago

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R Stahr Davenport, FL

I have used ahs for several items in my home. I’m very happy with their svc I had an issue with one of their contractors and they took care of the issue. However to get them on the phone be willing to be on hold for a very long long time.

6 years ago

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Elisa Calhoun Enterprise, AL

AHS is your better option of choice when you’re looking for appliance repair coverage. They have improved their processes in submitting a claim and obtaining a status update.

6 years ago

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Charity Garner Colorado Springs, CO

The repairs and replacements have been wonderful! Our warranty has covered a lot. The wait time for us or a technician to call in is always an hour or more. This needs to be fixed. One day I waited an hour, was disconnected and no one called me back :(

6 years ago

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Judy Roy Largo, FL

It took 50 plus minutes of waiting on hold before I could speak to a customer service rep to set up a repeat service call. I had questions and could not open a call on line because it was an issue of the initial call not fixing the problem.

6 years ago

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Heidi Culpeper, VA

I have been an overall customer of AHS for over nine years and in the past year I have watched this business go way downhill. First off unless your calling to renew your warranty or pay your deductible you will have a guaranteed wait time of at least 40 minutes to speak with a representative. The contractors they send out to do the work are bottom of the barrel companies. I’ve had several companies tell me they only do the home warranty work for when they are slow. I’ve had several companies either lie to me about what’s covered under AHS or lie to AHS about the work that needs to be done if their not interested in doing it. AHS more than double my home warranty when it came time to renew without any notice due to too many claims. The abdundance of claims came from an ice maker or toilets that their companies never seen to be able to fix!!!! Anyone reviewing the claims history should have seen that. Horrible company. I know several people that have dropped AHS and switched to TRUE PROTECT who guarantees their contractors work for six months! No more playing around with AHS!

6 years ago

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Jill Flower Mound, TX

Contractors have been extremely professional and have solved all of our issues! Very pleased with the ease of requesting service and speed in which contractors call to schedule service call.

6 years ago

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McKinney Boyd Midlothian, TX

AHS has been honest and transparent with me; unfortunately some of their contractors operate with a less than stellar commitment. Fortunately, AHS listened and switch contractors, when I made future service requests for similar appliances.

6 years ago

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Carmen Virginia Beach, VA

For the most part this company American Home Shield is very good. The only problem I have is you have to pay for Freon. They only pay the first 10.00. When your system has a leak and is repaired, the Freon should be included.

6 years ago

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Felicia D

I am a satisified customer with AHS. i just had to replace my garage opener and my heating and air unit all at the same time. AHS sent both contractors out immediately to resolve the problems with my unit and the garage opener. Southern Comfort did an awsome job with the Air Conditioner and their clean up.

6 years ago

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Tanesha Osborne Augusta, GA

When I was first referred to the company, they were great. However, the service has declined over time. I will likely cancel my service with the company. As the cost of repairs continuously increase, the amount that they will pay out or remains the same. So in addition to paying them for the services I still have to come out of pocket (in addition to the service fee) to get the repairs completed. So with me paying them and their contractors, it is not worth me having the service. By Saving what I pay them monthly, I can just flat-out have the repairs done using a local company. In the end, it will cost me the same or nearly the same. They also have horrible customer service. Anytime I need to speak with someone there is usually a 25-40 minute wait time. I have also been told on several occasions that a manager would call me back to discuss my problems, and none ever call back (this is been on four separate occasions). So although I was once pleased with the company, that is not true anymore.

6 years ago

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Charles Mills Pinehurst, NC

We have been members for years but increasingly it is difficult to talk to a real person. Case in point, Last week we wanted to get a quote and purchase from AHS a Heat Pump. We waited over 15 minutes on two different occasions and finally gave up. AHS provides a quality product but what good is it if you have to put up with all this in order to use it? AHS spend some more money and improve your customer service

6 years ago

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Michael Massey Humboldt, TN

Service provider was thorough and efficient in handling our Central Unit issues. We eventuality ended up with a new downstairs Central Unit as a result of his diagnosis of the issues. Very satisfied with this service provider.

6 years ago

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Richard Yoshifuji Pittsburg, CA

Very prompt service once I got through the initial phone call to request service.on hold twenty plus minutes.After I did get through it took very little time to request service needed.I did have the option to request service on line but Im not very proficient using the computer plus I had questions to ask if a live person.

6 years ago

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Donna Round Rock, TX

I have waited on the phone for over 1 hour more than once. I have been disconnected also. It is extremely hard to actually speak to someone. When I have called regarding AC or anything electrical, the same men come out but as a different company! They do not fix anything but tell me that the problem is something else. When I call another repair service to come out, they fix the original problem and tell me I was misled by AHS. I end up paying the AHS fee and the fee for a company that actually does the repair.

6 years ago

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Pamela Cady Pasco, WA

I did not purchase my home warranty from AHS, the seller of the house I bought purchased the home warranty. I contacted them in mid-November as I was having problems with my dryer and my oven. When I called originally I was told via recorded message that my hold time would be well over an hour so I went online and completed their service request. I was then sent email that Vinh's Heating, Cooling and Appliance would be contacting me with 24 business hours to set up appointment. I looked at the reviews for this company and he has horrible reviews so I tried contacting them via messenger on FB to get someone else and didn't get a response. Vinh's came on the 16th to look at the appliances. He was able to fix my dryer but didn't even really look at my oven. He told me he didn't know what was wrong but ordered a part. I then contacted American Home Shield to let them know what was going on via messenger and still no response. Vinh's came back and installed the part, pushed a few buttons and left, telling me oven worked. After he left I turned on my oven and it didn't work. I called American Home Shield immediately, got recorded message stating my hold time would be over 30 minutes. I was on hold for 20 minutes and told the representative what was going on. He made several comments that led me to believe that they have had complaints about Vinh's by other customers. He stated he wanted to give Vinh's another chance and that Vinh's would be contacting me the next morning (that was on 11/27) but I still haven't heard anything from either company. I tried calling American Home Shield on 11/29/17. I was put on hold by their phone system but and waited for almost 30 minutes with no music, no recorded messages, nothing and no one answered. I have sent several messages on messenger with no response. I attempted to bake some cookies last night; the first dozen baked fine but put the second dozen in and they never did cook, so clearly my oven still doesn't work and I am getting no where with American Home Shield - their customer service and follow up sucks. I have gotten a couple generic emails stating my service request is complete and to rate my experience but no response to my messages.

6 years ago

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Harson Julien Jonesboro, GA

There was some time between the initial diagnostic and the actual repair. As a result, the items in my refrigerator spoiled and had to be thrown out. It was difficult for me because I have children and elderly parents in my household. But the repairs were ultimately completed and seems to be in working order.

6 years ago

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Susan Wake Forest, NC

Have used American Home Shield on two houses and in both locations, they are responsive in a timely manner and have someone to repair the item(s) that needed attention. Friendly and competent phone personnel.

6 years ago

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Lisa Hadley Katy, TX

On a plane. Daughter calls. There’s a leak coming from the ceiling. Called AHS. Problem fixed. Same day. The technician they sent (Miguel from SWG) was just amazing! The best!

6 years ago

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Beverly Parhm DeSoto, TX

We tried calling to give our input first hand, but we were on hold for over an hour so we hung up. Now are resulting to typing the response and we are not happy. Not with this recent service call but with at least two service calls this year. The bath tub kitchen leak challenges took over 5 visit and two different contractors to solve. The first contract was blaming some of the problem on me the homeowner. The second contractor vindicated me. I WAS NOT HAPPY WITH THE KITCHEN SINK FAUCET REPLACEMENT. THE ONE THAT WAS REMOVED HAD A HOOKED NECK THAT ALLOWS BIGGER POTS UNDER THE FAUCET. THE ONE HE REPLACE IT WITH IS A STRAIGHT NECK. THIS IS NOT A FFF FORM, FIT, and FUNCTIONAL REPLACEMENT. I am just not happy. On the hot water heater, you do not have enough hard drive space to hold my comments. Basically, the first contractor was trying to steal $1300-1500 with bad analysis. When the hot water heater could be repair the FIRST contractor said you cannot not get parts for my hot water heater because it was very old. WELL, the problem is, I am a technologist. I did a simple internet search only to find not only are parts available for my hot water heater, I FOUND THEM AT LOWE'S. YES YOU HEARD ME CORRECTLY, LOWE'S. I bought the part to have the part ready for the second contractor to install. Come to find out the part that I bought was 2 inches too long. LOWE'S had the shorter one. I took the part back because the second contract said he would supply all the right parts. What that means is if LOWE'S has the parts, THE PARTS CAN BE EASILY FOUND. LOWE'S would be the last place to find the part if the parts were not available because my hot water heater was too old. Let me sum this up by saying when I was going to be out of $75 + $1500 plus 2-3 weeks time without hot water around the holidays, frustration sets in. I have been paying for this service a long time where the rater is EVER INCREASING. Only to know NOW when the rate is at an all time high, that I would have these frustrations.

6 years ago

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Patricia Bristow Suffolk, VA

Heating company was at my house in 2 hours after I reported my problem. Fixed and I am completely satisfied. I have always been happy with all my services with American Home Shield. Thanks for my peace of mind!!!!

6 years ago

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Susan Kemp, TX

we have had several issues with an older home that we just bought. This warranty has saved us thousands in repairs from plumbing problems. Absolutely will never buy again without purchasing the same warranty from AHS!

6 years ago

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Anthony Barrett Winter Park, FL

The service that was provided with the refrigerator was great however experience I had with the busted water line under the slab was a living nightmare they did not repair they did not pay for anything to be repaired that paid to have the hole dug in my floor which was left uncovered holes in my wall left on complete and was all left up to me to take care of

6 years ago

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James Collins Gadsden, AL

We have had AHS protection for over 14 years and have been very satisfied by their service. It is easy to submit a claim online, and they respond within 24 hours with help on the way. I highly recommend this company.

6 years ago

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Amy Yeatman Vincentown, NJ

Purchased my warranty when we bought our property and have used it twice. Both times, contractors sent were friendly, easy to work with and did their work well. Online work order system is easy to use, but getting to an agent and hold times leave much to be desired.

6 years ago

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Ryan Stevens Rutherfordton, NC

Had well pump die and within the next day it was being replaced. Without water for 1 day. Very Impressed with this company. Would recommend it to everyone who’s a home owner.

6 years ago

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Misty Madsen Virginia Beach, VA

It is hit or miss with AHS and the contractors they supply. I have had AHS for multiple properties and had to utilize them for multiple types of issues. The customer service has gone down over the years. I will say that it is an affordable option for a home warranty. Some of the contractors are great and some are not. We have had mixed experiences with the contractors dispatched for our issues. Some are straight up shady and do questionable repairs. Most of the service is just band-aiding the problems and not truly fixing them.

7 years ago

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Gideon Kwarteng Leesburg, VA

The program works but contractors can cause you headache and make it seem like the program doesn't work. Take a video of everything the contractor does at your house because they can lie to AHS and consequently cause your claim to be denied by AHS. Having a video evidence can be priceless in such situations. This is from my one claim experience after being a customer for about a year. I still have my membership because it's worthed. Just be vigilant with the lying contractors.

7 years ago

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