American Home Shield Reviews
8.8
Overall Score
James Burrage Jr Anniston, AL
American Home Shield has provided excellent service to me this year . All my service repair requests was processed timely and service technicians were very professional . I am very happy being a AHS customer .
6 years ago
Reply from American Home Shield
James,
Thanks for letting us know everything worked out great for you. Taking care of our customers is the main goal here at AHS. I am glad that you were happy with the work done. We look forward to servicing you in the future as needed. Enjoy your day.
Thanks for letting us know everything worked out great for you. Taking care of our customers is the main goal here at AHS. I am glad that you were happy with the work done. We look forward to servicing you in the future as needed. Enjoy your day.
Aug. 22nd, 2019
Lori Strauss Sylmar, CA
I had an electrical issue, I called AHS for a service request. They had someone out here the next day. Fast, efficient. I will continue to keep this coverage as a homeowner you never know what's next.
6 years ago
Reply from American Home Shield
Lori,
Your feedback regarding your recent experiences with AHS is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs. We look forward to servicing you in the future as needed. Enjoy your day.
Your feedback regarding your recent experiences with AHS is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs. We look forward to servicing you in the future as needed. Enjoy your day.
Aug. 21st, 2019
MANEESH BHATNAGAR Katy, TX
The service company arrived on time, very quickly diagnosed the problem and had the part to fix the problem. He was very professional and courteous and explained what he did very well.
6 years ago
Reply from American Home Shield
Maneesh,
Thank you for sharing your recent experience with AHS. We are happy that we were able to get the issue resolved for you. Our goal is to pair you with the best contractor that will provide a quick and final resolution. We look forward to our continued business together. Enjoy your day.
Thank you for sharing your recent experience with AHS. We are happy that we were able to get the issue resolved for you. Our goal is to pair you with the best contractor that will provide a quick and final resolution. We look forward to our continued business together. Enjoy your day.
Aug. 21st, 2019
Joseph Inverness, FL
Our tech Christian was awesome. He advised when he was on his way, once he arrived he explained everything associated with the repair, he even showed me what had happened to our A/C. Very satisfied with our repair process.
6 years ago
Reply from American Home Shield
Joseph,
Thank you for sharing your recent experience with AHS. We are happy that we were able to get the issue resolved for you. Our goal is to pair you with the best contractor that will provide a quick and final resolution. We look forward to our continued business together. Enjoy your day.
Thank you for sharing your recent experience with AHS. We are happy that we were able to get the issue resolved for you. Our goal is to pair you with the best contractor that will provide a quick and final resolution. We look forward to our continued business together. Enjoy your day.
Aug. 21st, 2019
Pj Valley View, TX
The company made arrangements to make the appointment at a time that was convenient to me. The repair was quick had knowledge of what he was doing and fixed the problem promptly.
Very satisfied.
6 years ago
Reply from American Home Shield
Hi Pj,
It was a pleasure to read your feedback about AHS and the exceptional customer service that you have experienced! I hope you continue to enjoy your AHS home warranty.
It was a pleasure to read your feedback about AHS and the exceptional customer service that you have experienced! I hope you continue to enjoy your AHS home warranty.
Aug. 20th, 2019
Brian Colmesneil, TX
A/C Contractor problems.
1st, only cover $10 per pound of freon.
2nd, only 1 A/C contractor for my area, & they hire self contract subcontractors.
3rd, sub came out took ac apart, needed to go to shop to "get parts", text back i need to buy him $800.00 worth of tools for him to finish job.
He still had parts he took off. No money from me so he did not return.
4th, now A/c has been down 8 days in Texas August heat and AHS cannot find a contractor that will complete the job.
5th, all i need is a freon recharge.
6 years ago
Reply from American Home Shield
Hi Brian,
Your concerns regarding your AC service request are understood. I would be glad to speak with you and discuss the contractor that was assigned to complete the repairs.
Your concerns regarding your AC service request are understood. I would be glad to speak with you and discuss the contractor that was assigned to complete the repairs.
Aug. 20th, 2019
Dale H. Aberdeen, WA
Many years ago I entered a contract with American Home Shield and the service was great! However they cut back on the plumbing coverage and the fact that most contractors in my area will not accept it. The plumbers don't want to crawl under my house and look at plumbing problems just to take a photo and get approval. It a lot easier for them to get there and take care of the problem. I had a Heat pump issue and they wouldn't let a local contractor who initially was called to come and fix it. Rather they got some fly-by-night company 50 miles away who took several times to try and fix it with used or rebuilt parts. After it blew up again they finally let the local contractor come in and fix it the right way. I can't remember how many co-pays I had to pay the fly-by-night company and American Home shield said they would refund the co-pays except for one. Well they never did any refund. I have cancelled my upcoming contract with them. I was on the phone for more then an hour and a half with 5 different reps. who ultimately couldn't help me and the retention dept. would not take my call. Finally Micaheil E. on chat helped me within minutes and I could understand his communications. Thanks, Micaheil! Customer Service is not their strong point anymore. It's more expensive, coverage is not as good and lack of contractors willing to work for them in my area lead me to cancel my upcoming contract.
6 years ago
Reply from American Home Shield
Hi Dale,
Your concerns regarding your plumbing service request and the contractor assigned to you are understood. I would be glad to speak with you and discuss the repairs that are needed to complete the job.
Your concerns regarding your plumbing service request and the contractor assigned to you are understood. I would be glad to speak with you and discuss the repairs that are needed to complete the job.
Aug. 20th, 2019
Ms. Robinson Crandall, TX
Good to have, but customer service is not what i am use to. This is not a fake review, i have been a customer of AHS for well over 10 yrs & i have never been able to talk with a representative; don't like that very much. Also don't like that i now have to pay a service fee for each service if i request electrical, plumbing and AC repairs at the same day/time when I use to be able to request up to 3 and only pay 1 service fee. Becoming a little expensive and may not be able to keep much loner.
6 years ago
Reply from American Home Shield
Hi Ms. Robinson,
Thank you for providing us with feedback about your AHS experience and the service fee cost that you have experienced. I would be glad to speak with you and discuss the contract coverage.
Thank you for providing us with feedback about your AHS experience and the service fee cost that you have experienced. I would be glad to speak with you and discuss the contract coverage.
Aug. 16th, 2019
Bernadette E San Antonio, TX
I have been with AHS for roughly 15 years and I’ve kept them throughout because it’s worth the monthly fee. It provides me peace of mind that items will be fixed right and won’t shell out large amounts of money.
6 years ago
Reply from American Home Shield
Hi Bernadette,
Your patronage of 15 plus years to American Home Shield is more than appreciated! I hope you continue to enjoy your warranty and the coverage it provides.
Your patronage of 15 plus years to American Home Shield is more than appreciated! I hope you continue to enjoy your warranty and the coverage it provides.
Aug. 16th, 2019
BonnieH Menifee, CA
I just switched from First American Home Warranty to American Home Shield. I am so happy I did. The professionalism of AHS is excellent. I am very pleased with the quality of vendors they have. I highly recommend AHS!
6 years ago
Reply from American Home Shield
Hi Bonnie,
Thank you for your feedback about your American Home Shield warranty! We are pleased to hear that you have enjoyed the warranty and contractors that we provide.
Thank you for your feedback about your American Home Shield warranty! We are pleased to hear that you have enjoyed the warranty and contractors that we provide.
Aug. 16th, 2019
Decades Long Customer Garner, NC
Repairmen AHS have sent have been mostly fine(I was decades with AHS and its prior company) BUT PLAN MAKES NO ECONOMIC SENSE(and good luck getting refund of unused contract balance when you cancel)
$150 for typical washer dryer etc. repair without AHS versus $69 monthly premium plus ~$80 deductible per repair with AHS-AND they only pay 10% of a heat pump coolant recharge(they used to cover it all)
after paying AHS and its predecessor company ~$16K over the decades in premiums and deductibles I'm unable to get a(contract mandated)$38 refund for the unused portion of my contract after I canceled
6 years ago
Reply from American Home Shield
Hi,
Your concerns are understood regarding the monthly premium cost of your American Home Shield contract. I would be glad to speak with you and get the issues resolved.
Your concerns are understood regarding the monthly premium cost of your American Home Shield contract. I would be glad to speak with you and get the issues resolved.
Aug. 14th, 2019
Danette Blazek Dandridge, TN
Tech was on time and was able to fix the issue with our compressor, however, the unit being 25 years old is well past expected use expectancy and will surely require another service call down the line. Hoping it's not 90 degrees and we have to wait weeks for a replacement.
6 years ago
Reply from American Home Shield
Hi Danette,
Your feedback about your most recent American Home Shield experience is more than appreciated! I hope you continue to enjoy that coverage we provide.
Your feedback about your most recent American Home Shield experience is more than appreciated! I hope you continue to enjoy that coverage we provide.
Aug. 14th, 2019
Jennifer W Lee's Summit, MO
Quick and easy to deal with! My A/C went out on Sunday night and it was repaired by noon the next day. The contractor assigned couldn’t have been nicer or more efficient! Thumbs up!
6 years ago
Reply from American Home Shield
Hi Jennifer,
Thank you for providing us with feedback regarding your AC repairs. It is our goal to provide you with the best team of contractors to complete your home repair needs.
Thank you for providing us with feedback regarding your AC repairs. It is our goal to provide you with the best team of contractors to complete your home repair needs.
Aug. 14th, 2019
Neveen Costa Mesa, CA
I had this insurance for a year and I must have used their service twice. A) They contract with low grade contractors (this is within my zip code zone; I can’t speak to other areas).
B) I paid $75 for a contractor to come out for diagnose, for each new claim,
plus monthly insurance charge. My coverage plan package covers 10 items in the house. This company, covers bare minimum even within the 10 items covered.
C) Poor customer service, not knowledgeable.
I finally canceled them, then I get an email notification to pay them contract cancellation fee. I called twice, they put me on a long hold to bring the manager on the phone, manager never came for the phone and instead they hung on during a long hold wait.
I can provide more details of each service, I used them for and the outcome. They hardly cover wear and tear in the house. At least this has been my experience.
6 years ago
Reply from American Home Shield
Hi Neveen,
Your concerns are understood regarding the level of customer service that you have experienced to have your issue repaired. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the level of customer service that you have experienced to have your issue repaired. I would be glad to speak with you and reach a resolution.
Aug. 14th, 2019
Annie Tucson, AZ
I was very impressed by the action the girl on the phone when asking for a different contractor to help me out! She found another contractor to fix my AC that day! They were extremely helpful and had me up and running on the day I called! Impressed!!!!!
6 years ago
Reply from American Home Shield
Hi Annie,
Your feedback about your most recent American Home Shield experience is more than appreciated! I hope you continue to enjoy that coverage we provide.
Your feedback about your most recent American Home Shield experience is more than appreciated! I hope you continue to enjoy that coverage we provide.
Aug. 14th, 2019
Robin Dallas, TX
American Home Shield has come a long way in the 27 years I have been a member. The ease of setting up appointments is great. The technicians are very good. I recommend this warranty company.
6 years ago
Reply from American Home Shield
Hi Robin,
It is always a pleasure to hear good feedback from our long-time customer. Your patronage over the past 27 years is more than appreciated at American Home Shield!
It is always a pleasure to hear good feedback from our long-time customer. Your patronage over the past 27 years is more than appreciated at American Home Shield!
Aug. 14th, 2019
J B MELVIN San Antonio, TX
A HS has provided my family with continuous professional service for several dozen years and at several residences. I trust them explicitly with all of my covered repair needs.
6 years ago
Reply from American Home Shield
Hi J B,
I am pleased to hear that you have enjoyed your experience with American Home Shield and I hope you continue to enjoy!
I am pleased to hear that you have enjoyed your experience with American Home Shield and I hope you continue to enjoy!
Aug. 12th, 2019
Michael Childress Bloomingdale, IL
The warranty service is excellent. The customer service is horrible. I was so excited about getting my warranty and how well the service was, I recommended my friend Angie Tarbill of Illinois. She signed up and we called to get the $25 Amazon Gift Card under refer-a-Friend. I was informed she should have signed up thru the email instead of calling it in. I was then told that a supervisor would put it thru and it would a take a day or so.
Angie received her gift card email 2 days later so I called back and was told it would be another couple of day. Called back and was told I needed to call consumer sales. Spoke with them and was told they knew nothing about it. I explain what I was told and they said they would look into it and they would call me back. After no return call, I called back and asked for a supervisor. I was told none were available. They did say they would process it and it would take a week. After two weeks I call back and asked for another supervisor. Again I was told none was available but they assured me they would process the gift card. I asked for a supervisor call back. After 2 days I called back and asked for a supervisor. Again I was told no supervisor was available but they were sure they could rectify the situations.
After being placed on hold for 50 minutes she came back and said it was done. She told me to check my email. I checked it and found no email. She told me to check my spam folder. I checked it and nothing was there. I then gave her an alternate email and was placed on hold for another hour or so. To my surprised, a completely different person took the call and asked me to explain the entire issue again. I told her I was already working with someone. She said she didn't know anything about that and begun to repeat everything I've been hearing for the last month and a half. She placed me on hold and then came back and say she it would be handled 24 to 48 hours. I asked for a supervisor to return my call but I know how far that is going to go. I asked for the CEO's contact information. She gave the name of Rex Tibbens. I disconnected at that point.
6 years ago
Reply from American Home Shield
Hi Michael,
I am sorry to hear that AHS has not provided a suitable resolution at this time. Please allow me to assist you in determining if there are any other options. I will follow up with you as soon as possible in an effort to assist you with your unresolved matters regarding this request.
I am sorry to hear that AHS has not provided a suitable resolution at this time. Please allow me to assist you in determining if there are any other options. I will follow up with you as soon as possible in an effort to assist you with your unresolved matters regarding this request.
Aug. 12th, 2019
Toni Holliday Oklahoma City, OK
Scott came on time and completed the job in a timely manner! Very knowledgeable about what he needed to do and got everything done! Glad I have this service! Thank you American Home Shield, sincerely Toni Holliday
6 years ago
Reply from American Home Shield
Hi Toni,
Your feedback is more than appreciated! It is our goal to provide you with the best contractors and customer service experience.
Your feedback is more than appreciated! It is our goal to provide you with the best contractors and customer service experience.
Aug. 12th, 2019
Doreen Round Rock, TX
I had a ceiling leak. AHS sent a plumber who found the problem and request an HVAC company to be called which they did. Had an appt the next day. Service very professional and timely.
6 years ago
Reply from American Home Shield
Hi Doreen,
Thank you for sharing your recent experiences with AHS. We are happy that we were able to get the issue resolved for you and we look forward to our continued business together.
Thank you for sharing your recent experiences with AHS. We are happy that we were able to get the issue resolved for you and we look forward to our continued business together.
Aug. 12th, 2019
B. Rubin Tallahassee, FL
We were very happy with the fast response of American Home Shield in getting an electrician to contact us. Within 2 hours we were contacted by an electrician and our problem was solved.
6 years ago
Reply from American Home Shield
Hi B. Rubin,
Your feedback regarding your recent experiences with AHS 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 AHS is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.
Aug. 8th, 2019
Jacqueline J. Barbour West Point, VA
My experiences with American Home Shield have all been very positive. Claims are taken care of with courtesy, handled professionally and in a very timely manner. I give their customer service an A plus.
6 years ago
Reply from American Home Shield
Hi Jacqueline,
I am glad to hear about your customer service experience with American Home Shield. I hope you continue to enjoy your warranty and the coverage we provide.
I am glad to hear about your customer service experience with American Home Shield. I hope you continue to enjoy your warranty and the coverage we provide.
Aug. 8th, 2019
Sherrie Cordova, TN
We placed an request to have our garage door worked on. The company responded almost immediately and arrived at our home extremely quickly. Shane did a great job fixing our garage opening and was super nice. GREAT JOB!
6 years ago
Reply from American Home Shield
Hi Sherrie,
I am glad to hear about your customer service experience with American Home Shield. I hope you continue to enjoy your warranty and the contractors that repair your home needs.
I am glad to hear about your customer service experience with American Home Shield. I hope you continue to enjoy your warranty and the contractors that repair your home needs.
Aug. 8th, 2019
Ross
Appreciated the quick service and quality work that was completed. Also, like the chat feature on your website. It helped take care of a misunderstanding on not covered items and billing.
6 years ago
Reply from American Home Shield
Ross, Thank you for sharing your recent experiences with AHS. We are happy that we were able to get the issue resolved for you and we look forward to our continued business together. Enjoy your day.
Aug. 6th, 2019
Sherline Sacramento, CA
I have always had a great experience with AHS, they have been a life saver for my wallet. I referred AHS to several people and they love it as well. I highly recommend their services.
6 years ago
Reply from American Home Shield
Sherline,
Thanks for letting us know everything worked out great for you. Taking care of our customers is the main goal here at AHS. I am glad that you were happy with the work done. We look forward to servicing you in the future as needed. Enjoy your day.
Thanks for letting us know everything worked out great for you. Taking care of our customers is the main goal here at AHS. I am glad that you were happy with the work done. We look forward to servicing you in the future as needed. Enjoy your day.
Aug. 6th, 2019
ROBERT L WILKINSON Cottonwood, CA
AHS is professional & provides the best in helping us maintain our homes & properties for well over 40 plus years. Can rest well to know professional will be available to maintain property.
6 years ago
Reply from American Home Shield
Hi Robert,
Your patronage of 40 plus years to American Home Shield is more than appreciated! I hope you continue to enjoy your warranty and the coverage it provides.
Your patronage of 40 plus years to American Home Shield is more than appreciated! I hope you continue to enjoy your warranty and the coverage it provides.
Aug. 6th, 2019
Phil Cooke McLean, VA
Although I have been a customer of AHS for 15 years, my recent encounters regarding my heat pump result in my strongly discouraging anyone from becoming a customer without carefully reading the entire contract. If you engage with AHS under the contract, you no longer are the owner of the appliance, in that you can make no decisions about that appliance. AHS selects the repair firm. There is nothing in the agreement that the contractors are certified or qualified to service your appliance. Shoddy workmanship, rude technicians...too bad, there is no one to complain to. AHS does not provide good customer service, their goal is to politely get you off the phone, not address any concerns or questions. Second point is that AHS "in its sole discretion" decides whether the non-working appliance is to be repaired or replaced, regardless of brand or quality. It seems that they do so at whatever is cheapest for them and the contract sticks you with incremental costs every time. My heat pump condenser was leaking, after several trips, which I had to pay for a service request and non-covered fees, AHS said that they were going to replace the entire outside unit, which was still under warranty with Trane. There were incremental fees of $1,200 for items that seemed a little bogus, turns out that they replaced the unit with a Payne brand (cheapest unit in the market). Said it was their right. For $1,200 I could have gotten a qualified Trane technician to replace the part under the warranty. I was not given that choice. I believe that I deserved that choice. Now I am stuck with what I believe is a lesser unit - not as efficient, not as quiet and one I am expecting to have to replace. AHS cannot be trusted to do the right thing, only what is best for them. Beware, I wish I had been more thorough in my assessment of them. Last, AHS makes it clear that there is no recourse for you. By agreeing to the contract, you waive all potential legal remedies. You might get to arbitration, but the contract clearly favors AHS. Requests made to Customer Service, and Authorizations to speak with a Supervisor were disregarded. A promise to have a Supervisor call me was made just to get me off the phone. I felt taken advantage of and not respected as a customer. The contract says that is okay - it is their sole discretion; no need to consult, explain or even disclose their decisions. Read the contract. My experience as a Homeowner, if you add up the premiums, service fees, out of pocket fees, etc., I would have been better off without the insurance.
PS. I was contact by AHS, very pleasant, but agreed that she could not resolve my issue. I cancelled the policy, paid a termination fee on top of the monthly premium that had been collected for July-August. Four days later, heat pump quit working again. Called the HVAC firm who installed the unit. Turns out the incompatibility of the replaced outside unit with the inside component, caused the inside unit to break. Not fixable. Have to have the same brand for inside and outside units of the system. Cost to replace what I had- $9,000. These folks cannot be trusted to do the right thing or admit that they made an error in their authorization department.
6 years ago
Reply from American Home Shield
Hi Phil,
Your patronage over the past 15 years is more than appreciated. Also, your concerns are understood regarding the delay in service and the ongoing issue to repair the outside unit. I would be glad to speak with you and reach a resolution.
Your patronage over the past 15 years is more than appreciated. Also, your concerns are understood regarding the delay in service and the ongoing issue to repair the outside unit. I would be glad to speak with you and reach a resolution.
Jul. 19th, 2019
Antoinette Taylor
I had no problem with AHS until this recent incident when my AC compressor went out. The AC company that came out took a week to submit the diagnosis. I had to call everyday to get information. Which was they didn't have any information yet. When I called the AC company they said they were waiting for an ETA on how long it would take the part to come in before it's submitted. That took a week. Then once everything was approved by AHS and I called the AC company to find out when someone was coming to fix the AC I was told the part was ordered but they did not have an ETA on delivery. Which I found to be amazing since that info was the hold up on submitting the diagnosis to AHS. When I called AHS to inquire why this is allowed to happen the girl that answered the phone had the nerve to give me attitude. I'm paying this company a lot of money each year, and I expect answers to my inquiries, not attitude. The AC company was hired by AHS, so I would expect them to be held to a standard. If 24 hours is the time period for submitting diagnosis, then 1 week should not be acceptable.
6 years ago
Reply from American Home Shield
Antoinette, Thanks for choosing AHS for your home warranty needs. I hate to hear that you were not satisfied with the service received with AHS and I apologize for any inconveniences you have had related to your HVAC service request. I do want to advise that there is no set time for a repair to be completed. The policy is that the contractor will contact you within 24 hours to schedule an appointment within 48 hours to diagnose your issue. When parts have to be ordered, that will cause a delay in the repair being completed. Please respond back at and provide your full covered property address and/or contract number and I will be happy to follow up and determine your options. I look forward to your response.
Jul. 26th, 2019
Len East Wenatchee, WA
Have had an AHS contract for two years. Did not need to use the first year. This year we had 2 failures. Hot Water heater went out and was repaired, although while repairing it, when re-pressurized the system had our expansion tank leak. The repair for the exp tank was not covered and we received an expensive invoice for such a minor part of the repair , but the Hot water tank was done well.
2nd failure, a refrigerator. Top of the line Kenmore and they can't seem to get the part to fix it. They called me after a few days of the service call to offer me $247 towards a new refrigerator. I said No, as it is a $2500 fridge. Called the next week to talk with someone in a foreign country and called about the part, but said they couldn't get hold of the 'contractor'. Called again and it started over, like I had just started the process. Just called again (now 7 weeks) and they (Aki in the Phillipines) said they were waiting on my decision on the cash-out offer, which I rejected immediately. Now say another 3 to 5 weeks for attempt to get the part. Asked to talk with a supervisor and Aki said they were busy.
You never seem to get anyone who can pronounce your name or has any authority to actually do anything or even knows the real situation, as the notes were obviously written out by the previous non-english speaking individual. They have been trying to get me to renew my membership, but wisely told them that it depended on how this fridge repair went. Has not gone well.
Gave them 2 stars as the hot water heater went well, but was pretty basic repair and they still didn't cover everything.
My advice is to find a more responsive company as this one doesn't really care about their customers.
6 years ago
Reply from American Home Shield
Len, Thanks for choosing AHS for your home warranty needs. I apologize for any experiences you have had related to your Refrigerator service request. Please respond back at and provide your full covered property address and/or contract number and I will be happy to follow up and assist you. I look forward to your response.
Jul. 26th, 2019
Jason Martin
I have been dealing with AHS for 2 weeks now in an attempt to get my air conditioner back online and have been given little assistance from AHS. I initially had an AHS approved technician come out and was charged a fee as outlined in the contract. I should note that the company I selected was not the default company due to terrible reviews and personal experience with that default company. He provided me with a detailed diagnosis of the issue which centered around a compressor that had gone out. He assured me that it should not a problem to submit the authorization to AHS and that parts and labor should be able to be completed the following week. After the weekend, I received a call from AHS notifying me that they were sending out another technician free of charge from a different AHS approved provider, the one I specifically opted not to use, for a second opinion. I was not pleased about the delay, but was understanding to the point that I needed to have my A/C repaired. Summer in Las Vegas is very intense and with children and pets, air conditioning is essential.
After numerous phone calls to and none from AHS regarding authorization approval and status; the call center was of very very little assistance and was apologetic regarding their inability to provide any level of productive or useful information. After an extensive runaround and multiple phone numbers, I was told that they considered my situation to be preexisting and that I needed to pay $2000 to have my compressor fixed, (this does not cover the cost of the Freon past the $10 a pound allowance...Freon is $35-$45 a pound). I was told that if I went with another vendor or attempted to do any maintenance actions on my own they would no longer cover my air conditioner unit. I was told the issue should have been identified during my home inspection at the time of purchase, however I have been in the home for nearly 3 years and there were not issues noted at the time of purchase. All in all, I am extremely disappointed with the entire situation and my family and I are stuck in the middle of summer in the desert attempting to get some relief from the heat and utilize the service I am paying from my AHS home warranty.
Buyer beware...I have had an AHS warranty at a previous home and was pleased at the level of service and support I received. I made a conscious effort to switch back to AHS base on past experience...I am now regretting this decision.
6 years ago
Reply from American Home Shield
Hi Jason,
Your concerns are understood regarding the delay in service and noncovered cost associated with the air conditioner repairs. I would be glad to speak with you and get the issue resolved.
Your concerns are understood regarding the delay in service and noncovered cost associated with the air conditioner repairs. I would be glad to speak with you and get the issue resolved.
Jul. 19th, 2019
Gwanzetta Anthony-Gee Chicago, IL
First let me say, I've been a customer of AHS since 2008. My air conditioner was not cooling. I called for a service representative on 7/3. The company that was assigned to me was not able to come out until 7/9. AHS sent out a service representative. The representative came bright and early 7/9 and immediately stated that the motor was broken. I watched him as he talked with his company to let them know what the diagnosis was. He stated that it would take a couple of days to get the parts. And they would come back out to repair. I called the heating and air company for status on 7/10. The customer representative promised to call back that evening. However, she did not. So I repeated calls to the heating and air company the morning and afternoon of 7/11. No one answered. Again I left messages. Since I have a long history with AHS, I know how things can drag out. So I called AHS for assistance to determine true status.
This is where it gets frustrating. The call center is oversees. I called to see if I could get a status report. The first representative read what was in the system and said that the notes had not been updated and therefore, she would ask that they update them to provide a diagnosis. I told her that I already knew the diagnosis. I needed to know if they had ordered the parts for the air conditioner. That way I could determine approximately when they could come back to service me. She then hung up in my face.
I called again. I immediately asked to speak with a supervisor.
However, the customer service representative (Aileen) was insistent on trying to address the problem. Her resolution was to call the company ( I had already done the twice) and leave a message. I told her I'd done that. She said that if I don't hear from them today then call back for escalation. I told her why not escalate now. By doing what she suggested only prolonged the time of getting my repair done which would leave me without air conditioning longer. She then switched me to Ellen, who she said was her supervisor. She basically repeated what Aileen said. I again emphasized that I thought we should escalate now so that I could determine if they are even able to get the part. She then told me that it could take up to 10 days to get the part!!!! She said this without verification. By then I was totally irate. I said I needed to talk with her supervisor. She said to hold on and she would contact a supervisor. I have been holding on for approximately 40 minutes now. She has not come back on the phone to let me know the status of contacting her manager. We are no closer to resolving the problem than with the calls I made on my own. TOTALLY INEFFECTIVE CUSTOMER SERVICE.
Roger finally came to the phone to address the concern after waiting for almost an hour. He promised to contact the contractor and contact me by 9AM tomorrow morning. I told him that I can not be without a unit for a long length of time ( A previous repair took over a month to fix). So its imperative to give me an update to see if I need to go a different direction.
When they had customer service reps in the states I could get better information in a timely manner. It may have taken longer than you liked. But you knew the status. This group has no clue!!
6 years ago
Reply from American Home Shield
Hi Gwanzetta,
I understand your frustration with regard to the delay in service to have your air conditioner repaired. I would be glad to speak with you and reach a resolution.
I understand your frustration with regard to the delay in service to have your air conditioner repaired. I would be glad to speak with you and reach a resolution.
Jul. 12th, 2019
Lisa Douglas Collierville, TN
Edited 6-24-19 ....added to end.
TERRIBLE. Delay and inconvenience tactics. I have had work orders for my clothes dryer since FEBRUARY. GE service tech is here AGAIN for 8th time. Taking dryer apart AGAIN.
8 times we have stayed home and waited on AHS to have a repairman out to bandaid the issue and as soon as they leave the SAME THING HAPPENS. misleading and shady business.
Last time I was told they would send GE back to fill out replace request paperwork. Guy is here and he says he is being told to take it apart again to see if he can figure it out again. Changed a belt this time. Delay delay delay. Even said he is only able to change out parts he is authorized to do so. A nickel at a time.
Joke and farce of a company. They take your premiums and do whatever they can to delay and inconvenience you so you will not want to utilize the warranty that you pay for every single month.
If you have countless hours and/days to waste and wait at home and miss work to wait on a repairman to not fix your problem then by all means waste your money on an American Home Shield Warranty.
I now believe they are dragging this out until the end of my contract period and then they will not have a renewal and will not fulfill their obligations. Next stop a lawyer for me?
Edited 6-24-19 to not change my rating much except to say that finally, after over 3 months of back and forth, take time off work to sit and wait one one tech visit after another and many hours of hold time on the phone, AHS FINALLY decided it made sense to replace my dryer. The replacement process and the team that did that was stellar. Up to that point.....terrible experience and it makes it very hard to trust this company. Gave them an upgrade to a 2 star since they did finally replace my dryer.
6 years ago
Reply from American Home Shield
Good morning Lisa,
I understand your frustration in regard to the delay in service to have the dryer repaired. I would be glad to speak with you and assist with a resolution to get the repairs completed as soon as possible.
I understand your frustration in regard to the delay in service to have the dryer repaired. I would be glad to speak with you and assist with a resolution to get the repairs completed as soon as possible.
May. 6th, 2019
Christina L. Phoenix, AZ
I would concur with many reviews left by others here. RUN, do not walk, from this company. Their customer service is ABSOLUTELY AWFUL and there is no one designated to speak with customers about concerns or poor experiences.
My husband and I have been a customer of AHS for a little less than a year and cannot wait to cancel our contract with them on both our rental property and our primary residence. Our last home warranty was through One Guard, which was pretty good, but not great, so we thought we’d try AHS.
First, the good. If you have a basic service request that does not require any troubleshooting, AHS's automated process is very easy to use. Also, the contractor sent by AHS was professional, knowledgable and did a good job diagnosing the problem.
Now, if you have even one simple question about your service request, do not expect an answer. Their call center is (apparently) not located in the United States so it’s extremely difficult to have a conversation with any of the customer service representatives. When inquiring about the status of a service order, the representatives simply recite the policy or contract language from a script. For example, we had an HVAC technician come out to look into our broken AC unit last week. He confirmed that a new compressor will need to be ordered. Now, we live in Phoenix, AZ where it’s regularly over 100 degrees in the summer. As such, having air conditioned home is pretty important. When I called AHS’s customer service line to ask if the part had been ordered, the representative’s response was barely understandable. After asking numerous clarifying questions, I finally got an answer “it can take 5 business days for an order”. I’m not really sure what that means about the status of MY order. Needless to say, this is extremely frustrating. I have had similar to past experiences when asking questions related to AHS’s service where the representative simply recites the contract language. Ugh, never mind.
On that note, our last home warranty company pays for a hotel stay if your AC goes out. That’s a good provision because it gives them incentive to fix your issue faster. AHS by comparison - or so I am told by the rep - does NOT cover a hotel stay in the case of a broken HVAC system.
I tried to submit my feedback on their website under the “Contact Us” then the “Leave Feedback” section. However, clicking on that literally takes you nowhere. It seems this company really doesn’t care about the customer service experience. I then called the customer service line to see what happened if I submitted my feedback that way. It took nearly half an hour to do that and I’m not really sure if the representative understood my concerns. Complete waste of time.
6 years ago
Reply from American Home Shield
Good morning Christina,
Your concerns are understood regarding your most recent experience to have the air conditioner system repaired. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding your most recent experience to have the air conditioner system repaired. I would be glad to speak with you and reach a resolution.
Jun. 19th, 2019
Chris M. Green Cove Springs, FL
The Coverage is actually very god, but, communicating with them is AWFUL!!!! They don't have enough employees to answer their phone, so expect to be on hold for HOURS! Their website "chat" option? Good luck with that. It doesn't work and even if it did, it is rarely available. Send them an email and they will get back to you, right? Fuhgeddaboudit! There isn't one. they claimed I owed them $200 (2 - separate $100 service call charges). I didn't, both were recalls (Ill get to that next), BUT I couldn't even address it unless I was willing to sit on the phone for over an hour.
IF they would improve their systems and make it easy for their customers to reach them, id give them a 4 or 5 star rating, but this issue is so bad I fired them 2 weeks ago.
Come on American Home Shield...FIX THIS!!!
6 years ago
Reply from American Home Shield
Hi Chris,
I understand the concerns that you have expressed regarding the hold time that you had to experience. I would be glad to speak with you and address both service fee charges.
I understand the concerns that you have expressed regarding the hold time that you had to experience. I would be glad to speak with you and address both service fee charges.
May. 14th, 2019
JW Allen, TX
As a customer for over 12 years, thinking one day it would be worth it, I've learned you may recoup your premium some years, but that's about it. I would only recommend for small things like plumbing stoppages, but better to save your money. For example, to replace a hot water heater, covered in the contract, one of the plumbers they sent out quoted an additional $400 to "bring up to code" and another they sent wanted ~$750...this is out of pocket (not paid by AHS) and it's not optional. I called plumbers independently and they said, in short, these extra expenses weren't necessary. The cash out option offered by AHS was $399. So, the stress, the run around and non-covered parts of their "covered service" isn't worth it. I've given them a really fair chance.
6 years ago
Dr. Victor Grazette Falls Church, VA
American Home Shield (AHS) is prompt in response to their customer's requests. They facilitate the best vendors to your home to fix whatever your request maybe. I have, thus far experienced stellar 5-star service from AHS
6 years ago
Reply from American Home Shield
Hi Dr. Victor Grazette,
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!
Jul. 9th, 2020
Chandra Alexander Fairburn, GA
Every time I’ve had an issue in my home, I’ve contacted AHS and got a quick response and solution. Easy complaint that was sent out to my home has been professional and reliable.
6 years ago
Reply from American Home Shield
Hi Chandra,
I hope you continue to enjoy your American Home Shield warranty and the fast solutions that our contracts provide.
I hope you continue to enjoy your American Home Shield warranty and the fast solutions that our contracts provide.
Aug. 20th, 2019
Richard L Campbell Hollywood, FL
I have been very pleased with the service providers in the Gainesville area, with the exception of one young man who didn't know his job. However, AHS rectified this by sending a very knowledge teach.
6 years ago
Reply from American Home Shield
Hi Richard,
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.
Jul. 9th, 2020
Todd C. Folsom, CA
American Home Shield has been a part of our maintenance plans for almost 20 years now. They're prompt to fix, repair, replace items as required. We have saved a lot of time and headaches using their service.
6 years ago
Reply from American Home Shield
Hi Todd,
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.
Jul. 22nd, 2020
tccsrpa Brentwood, CA
I had been with AHS for few years and I want to say, the services are always quick and easy, online web. are user friendly,
phone or chat services are very professional too.
6 years ago
Pat Tampa, FL
The motor on my clothes dryer was replaced by a technician from this home warranty program. The part was replaced and the technician was very knowledgeable and professional. I am very satisfied.
6 years ago
Tom Woodstock, GA
We've had the service for about 6 years, during which time we've had 5 calls, 2 A/C, 2 refrigerator and the last a failed water heater. The first 4 were handled wonderfully and this last one, also the most costly, beyond terrible. The tech looked at our drooling water heater and said our OUT OF POCKET would be between $500 and $1,000. Sure enough, after contacting AHS, the contractor (Prime Plumbing) came back with a quote of $850 to replace our water heater BUT they GAVE me a $350 discount bringing the OOP down to $500! Woo Hoo! The amazing thing was that 4 out of the 5 items on the quote were what I'd expect to be part of a normal replacement: Disconnect / Reconnect gas, water and exhaust. They also had a number of $150 to install a new relief valve, a $13 items that screws into the side of the heater. One of 2 things is going on here: 1) either AHS is underpaying the plumbers so badly that they need to scam the customer to get their money, or 2) they're being fairly compensated and STILL find it necessary to scam the customer to make MORE money. OBTW, when I emailed them back for clarification, Prime marked the job as complete!
Either way, I"m done.
6 years ago
Chris Williamsburg, VA
Excellent responsive service for my HVAC issue. I was a little wary regarding the contractor they chose having not heard of them before, but the technician who made the call was thorough and caring about our situation.
6 years ago
Reply from American Home Shield
Hi Chris,
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!
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!
Jul. 22nd, 2020
Sumitra Gaithersburg, MD
Their dependability, cost effectiveness,Expert ,professionals from reliable companies being sent to take care of the problem, Excellent Turn Around Time for completion of the work and follow up of their work.
6 years ago
Reply from American Home Shield
Hi Sumitra,
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!
Aug. 6th, 2020
Tina S Lewis Tulsa, OK
It is so easy to place your work order. The only problem I have is one day I had to wait over an hour to change a work order. Other then that, they always get the work done and get someone out there within 24 hours. I don't know what I'd do without them
6 years ago
Doug Kaler Port Saint Lucie, FL
Our hot water heater started to leak.
I called American Home Shield they sent a plumber who told us the unit was shot .
He came back and installed a new one.
Problem identified and solved!
I’m pleased!
6 years ago
Amy S Fishers, IN
Honest review, not one filtered on the AHS website. Read the very fine print in this warranty - there are so many exclusions had I known before closing I would have shopped around. Some of the contractors they send will lie about work performed to make themselves look good to AHS, but you will still have a problem and/or and exclusion. It makes me very angry that they take advantage of consumers. This issue was a plumbing stoppage at 35 feet from the drain, which the technician told them he snaked through the toilet to 25 feet (which is not possible, BTW.) This was my only request for service in two years and I was definitely taken advantage of -- I've paid $1,400 over two years to be denied over a trivial fine print issue. Now had the contractor brought the right equipment, that extra 10 feet wouldn't have been an issue to begin with. With my service call I have actually paid $1,475 and NO SERVICE. Buyer Beware!
6 years ago
ROCHELLE Pacific Palisades, CA
Awesome experience. The technician was courteous and skilled. All the GE techs who have come to look at the fridge said it was un fixable. The tech fixed it and now it should be good for another few years.
6 years ago
g michael edwards Mesquite, NV
ahs has done a really good job taking care of our claims.Except for one incidence of bad communication, we are very happy with their service. Had a refrigerator replaced last year and a water heater this year. good service and good contractots
7 years ago
kumar thushy Cary, NC
service was very prompt.customer service was excellent, when i called the representative was able to assist and find me a faster service. so far i am satisfied with their service i hope it will continue in the future .
7 years ago
