American Home Shield Reviews
8.9
Overall Score
Larry Kansas City, MO
where we live, there isn't a service company that is close to us, so they have to come a long distance to service us, so that takes time, but it's worth it.
2 years ago
Reply from American Home Shield
Larry, We greatly appreciate your loyalty to us and thank you again for sharing your experience. Sincerely, Mariah
Sep. 7th, 2023
Review Source
Antoinette Rancho Cucamonga, CA
Will starting back in June. I had a problem with my air conditioner, so I called you support group the app of assigned Air Zone from Laverne to do the work. They came over told me I needed Freon put into pounds cost me $160 + $125for service call. No, I pay good money for an insurance policy to protect the things in my home so that I do not have to take care of them myself I pay dearly yearly for it, and my understanding was that if they couldn’t fix it they would replace it. OK so a couple weeks later they had to come out again because it stopped working and he told me how to replace something. I thought he said the motor but I understand there’s no motor in there. So it worked for a while longer and then it went out again this time when he come out, he tells me bad news the compressor has shorted out. And I would need to call American home shield to get approval to replace it. As I did, I was told it was going to be $610, are they would not come and replace it. My understanding was they couldn’t fix it they would replace it they didn’t say I would have to pay for that. Then I waited a couple weeks before I got it. I’m 88 years old. My house was 95° inside and every time I called an answering machine we will call you back. They would say they never called me back. After a while when I would leave a message or try to leave a message it would say our answering machine is full. We can’t take your message. Please call back. Finally after a couple weeks I got a call that they had the compressor and they would be out it would be $650. I said no “American home shield said it would e $610” ,which I thought was not right either. My understanding was that it would be replaced by AHS at no cost to me, bescause I had a warranty. Now I have been waiting for a new replacement for my hot water knob on my wash machine for almost two weeks now and when I call, I get the answer machine. Air Zone has 1star out of 5 on Yelp, and negative comments. With service people like that you will be losing your clients. I would like to notify you now in writing that I want my washer fixed as soon as possible, and then PLEASE CANCEL MY POLICY!!!
2 years ago
Reply from American Home Shield
Antoinette, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Sep. 6th, 2023
Review Source
Bruce Reykjavik, RKV
I’ve had a couple of exceptional experiences with your contractors, the roofer and the last plumber, both did excellent jobs and were very professional, thanks guys!!!
2 years ago
Reply from American Home Shield
Bruce, We appreciate your business and value your feedback. If there is anything else we can do for you, please let us know.
Sincerely,
Kim
Sincerely,
Kim
Sep. 5th, 2023
SYLVIA SYLVIA Riverside, CA
I have HOME SHIELD insurance. HS. recommended a service called PORCH to clean my dryer vent. Porch was the most unreliable and unprofessional service I have dealt with. I made an appointment with Porch . I arranged my whole schedule and waited for the service man to show up. NO ONE SHOWED UP AND NO ONE CALLED TO LET ME KNOW THEY WERE NOT COMING. So, I rescheduled. The 2ND APPOINTMENT had the same outcome. NO ONE SHOWED UP OR CALLED TO LET ME KNOW THEY WERE NOT COMING. So, I decided not to have the service. Almost a week later out of the blue I received a text. They just texted me a date and time. Not bothering to see if I was available. The guy showed up . Long story short......he told me they had just notified him 2 HOURS earlier. The guy came unprepared. The tool he used to unpack/loosen the lint/debri went thur the roof and got STUCK. He had no ladder with him. He use our trash cans and stair stepper to help him get on the roof. He was on the roof and now could not get down. He was up there trying to figure out what to do. He saw the mailman and kept Yelling at him for HELP! Finally, the mailman came to see what was going on. The service man gave him his keys and asked if he would drive his car on our grass and go under/near the roof. He finally jumped on the car and was ready to leave. However, he forgot his phone on the roof. Goodness!!! It was one thing or another. We had to locate different tools that could reach the roof. Anyhow, the whole service call was stressful!!! HOME SHIELD should check out throughly who they are recommending to their customers. Porch did not have good customer service and did not seem to care when I called to complain.
2 years ago Edited August 25, 2023
Reply from American Home Shield
Dear Sylvia, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Kim
Aug. 25th, 2023
LDR St. Petersburg, FL
First of all, it’s hard to understand the representatives of American Homeshield due to their heavy accent. My AC unit stopped cooling, the diagnosis is a leak in my evaporator coil. American Homeshield refuses to repair my AC because they claim the damage is not wear and tear. My unit is 20 yrs old and I live in Florida. I have been w/o AC for three weeks due to their slow process. I have a daughter that takes chemotherapy and after Chemo she is so sick and she has to come home to a 90 degree house thanks to American Homeshield. Buyer be ware, they are not in the business to repair your appliances but in the business to have contractors go out and try to sell or push on you a new AC. The technician they sent even asked for my credit rating. The technician said AHS would not cover the cost of your parts and they were right. DONT USE THIS COMPANY ESPECIALLY IF YOU HAVE AN EXTREMELY ILL CHILD. They will use the excuse that is not wear and tear on you AND LEAVE YOUR CHILD SUFFERING. GO TO ANOTHER COMPANY!!!!!!!!!!
2 years ago
Reply from American Home Shield
LDR, I'd like to thank you for bringing this to our attention. I apologize for the difficulties you've been experiencing and would like to discuss this more. Feel free to contact me at bestco@ahs.com. Sincerely, Mariah
Aug. 24th, 2023
Review Source
Doris Houston, TX
Horrible company! The monthly price increased. When the technicians gets send out it’s another $100.00 dollar fee. You are practically spending $200.00 dollars out of pocket. Technician comes out then reports it to AHS, who declines the repair. They have added many stipulations to their policies so they don’t have to cover repairs.
Their office is set up in the Philippines and not in the United States. Every single time that you call, you are speaking to a different agent in the Philippines and you have to repeat your issue over and over again. Several people have drop coverage through American Home Shield. I believe that will be the next one.
2 years ago
Reply from American Home Shield
Doris, I'd like to thank you for bringing this to our attention. I apologize for the difficulties you've been experiencing and would like to discuss this more. Feel free to contact me at bestco@ahs.com. Sincerely, Mariah
Aug. 24th, 2023
Review Source
Brent Talbert Birmingham, AL
I have had a warrently with American Hone Shoeld for 15 years. Every year it has more that paid for itself. Well worth the money. Easy to deal with. GREAT COMPANY!!
2 years ago
Reply from American Home Shield
Brent, We appreciate the fantastic review and are glad we could be of service. If you have any further needs or questions, please reach out to us again. Sincerely, Mariah
Aug. 24th, 2023
Linda Saint Augustine, FL
They responded quickly and when the first contractor couldn’t get to me for 3 weeks they immediately found another contractor and my fridge was fixed in 2 days.
2 years ago
Reply from American Home Shield
Linda, We appreciate the fantastic review and are glad we could be of service. If you have any further needs or questions, please reach out to us again. Sincerely, Mariah
Aug. 24th, 2023
Review Source
Lashondra McKenzie Atlanta, GA
This is a great service to have. It does save you money when repairs are needed. The only issue I have is the increase in monthly payment. Things are already expensive and then my monthly premium goes up.
2 years ago
Reply from American Home Shield
Lashondra, Wow! Thank you so much for the feedback. We appreciate your business. Sincerely, Mariah
Aug. 24th, 2023
Review Source
Charles Lexington, SC
I like the response time AHS give toward my service requests. The service representative English leave a little to be desired. But, they get the job done.
2 years ago
Reply from American Home Shield
Charles, We appreciate your business and value your feedback. If there is anything else we can do for you, please let us know.
Sincerely,
Kim
Sincerely,
Kim
Aug. 23rd, 2023
Review Source
John Fairfax, VA
I will say they try, I have been without a heat pump and air conditioning for over a month. AHS has been sending vendors three in fact to be fact now. None of them have fixed my issue. My family and 1 yr old infant have been suffering every night in this heat for over a month. I don’t feel like anyone cares.
2 years ago
Reply from American Home Shield
Dear John, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us.
Sincerely,
Kim
Sincerely,
Kim
Aug. 23rd, 2023
Susan Hallam Austin, TX
Website should leave a place for special instructions when requesting a service call online. Overall, I feel this home warranty has saved me thousands of dollars over the years.
2 years ago Edited August 24, 2023
Reply from American Home Shield
Susan, Wow! Thank you so much for the feedback. We appreciate your business. Sincerely, Mariah
Aug. 24th, 2023
Review Source
Amber Lincoln, NE
American Home Shield is the worst warranty company that I have ever worked with. They send companies out to fix things it then limit what can be done to actually fix the problem so I have to pay another fee to get the same problem fixed 5-6 months later. Most of the customer service people that answer the phones, have no power to actually take care of the problem and most of them refuse to get you to someone who can help. I have had many of them tell me that they will have a manager/supervisor call me back when they tell me that they cannot transfer me to someone and then I never get a call back. Then later, I find out that they can transfer me to someone who can help and all of the previous reps lied to me. I have had one good experience in all of the times that I called customer service. I have called dozens of times. No one at the company communicates with each other, so when things have been done, no one knows about it and just tells me that they can’t help me. They even have contracts with companies who don’t even have licenses to work in my city/state and then the company doesn’t do the job and they blame it on me and say I need to pay out of pocket to have some huge job done. I have AHS send out another company for a second opinion, and not only do they do the job, but they do it quickly and professionally and they let us know that the other company isn’t licensed to be able to work so it caused days of extra stress and inconvenience when I didn’t need to. I have worked with several warranty companies with the homes that I have owned in the past and this company is by far the worst one ever! I would give zero stars if I could. I would never recommend their services.
2 years ago
Reply from American Home Shield
Dear Amber, I'd like to thank you for bringing this to our attention. I apologize for the difficulties you've been experiencing and would like to discuss this more. Feel free to contact me at bestco@ahs.com. Sincerely, Kim
Aug. 23rd, 2023
Rosemary LA
I appreciate the woman I talk to the second time. She was very professional and understanding. My serviceman was very knowledgeable and I received service immediately. Thanks to the the service I received that day. They took care of it. The man did not quote me a ridiculous price. However the other man who came to check my air conditioner said it would be 1,200. And the problem was not solved because I could not the repairs . But my neighbor fix it and it was a wire that was burn. The electrical manwas honest and fix my electrical problem. I was so impressed with this electrical gentleman . Thank the lord there are companies who are honest.
2 years ago
Reply from American Home Shield
Dear Rosemary, Thank you for taking the time to share your experience. Your feedback is important to us, it will help us ensure a better experience next time. Many Thanks, Kim
Aug. 16th, 2023
B Ascetta Commack, NY
This process works real good on simple things that the repair person can fix but when the repair person cannot fix the problem the issue gets lost the the American Home Shield process, and no one on the phone seems to know what to do. Except help you submit a new service request or take a payment to re-new your subscription.
2 years ago
Reply from American Home Shield
Dear B, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us.
Sincerely,
Kim
Sincerely,
Kim
Aug. 16th, 2023
Review Source
David Rizzi
Very Professional. Had A/C compressor fan motor die. Tech ordered new. Replaced it in 15 minutes. Highly recommend going with American Home Shield. A+
2 years ago
Reply from American Home Shield
Dear David, We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon.
Sincerely,
Kim
Sincerely,
Kim
Aug. 15th, 2023
Review Source
Jesse Macon Austin, TX
This company is useful...but I've been having problems getting both sides of the duplex serviced, so when a company (ex:appliance service) comes to check things they won't do both sides even with the request and proof of emails from AHS stating that's what I requested. Not sure why I'm paying for things that I can't get handled.
Hope they get things sorted out because this is getting to be quite taxing.
Thanks for reading this.
2 years ago
Reply from American Home Shield
Dear Jesse, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Kim
Aug. 15th, 2023
B Conklin Scottsdale, AZ
Service #1 -- 7/2018 -- Freon Leak soldered -- first request from AHS
Service #2 -- 7/2020 -- Computer / Comperssor replaced after 2 contractor appointments and 3 visits after 30 days of repeated one-way communications.
Unit was left in functioning condition with degraded performance after each visit. Compareable components were unavailable to them.
Bad low volage and high voltage wiring, drain plugged, and rust holes were noted but not addressed
7/2020 -- 6/2023 The unit cools to 78 degrees with outside temps reaching 117.
Thermostat reports 328 -> 374 hours of cooling in July = 10 to 12 hours a day at 78 degrees.
SRP reports 75 -> 83 KWH per day
7/2023 -- Unit cools to 85 degrees when outside temp is 115.
Thermostat reports 457 hours of cooling with the thermostat set to 84 = 14 to 16 hours a day.
SRP reports 125 -> 138 KWH per day.
07/15/2023 Service Requested billed on 07/17/2023 $100
07/20/2023 TRUE HOME MAINTENANCE AIR CONDITIONING Tech visits and says he didn't find anything wrong. The unit was turned off.
No one ever asked what was wrong with the unit, they just showed up and left.
He turned it on and it cooled a degree, so he left. Later, it turns out that he had reported all of the problems to AHS that day.
For the next week, AHS reports that they are waiting for his report. He says they have it.
Opened BBB Complaint ID: 20385326 because the delays and misdirection are starting again ...
07/27/2023 AHS wants a second opinion from SWEET MOUNTAIN AIR COOLING & HEATING INC
08/01/2023 No one ever asked what was wrong with the unit, they just showed up and left.
08/09/2023 For the next week, AHS reports that they are waiting for his report. He doesn't answer phone calls or emails or texts.
2 years ago
Reply from American Home Shield
Hi B, Thanks for bringing this issue to our attention. Please know that I'd like to look into this further. Send your contact info to bestco@ahs.com and I'll be back in touch with you soon.
Aug. 10th, 2023
Review Source
Ana R. Roseburg, OR
I would not recommend this service to anyone I know. I have been a customer for a very long time and have never really had any good experiences. After you initially do the intake of requesting services, it is usually because some emergency, it takes a long time to get someone to come fix it. If your refrigerator or washing machine is not operating, you don't have the luxury of waiting 2 or 3 weeks to get that initial appointment. What I have learned the hard way is that once they do come, it may take another several weeks as they wait for parts etc. I have been in this situation many times. In addition, many local companies do not want to do any service for AHS as they all have said they take an incredibly long time to reimburse them.
2 years ago
Reply from American Home Shield
Dear Ana, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Kim
Aug. 9th, 2023
Review Source
Charles Davis Lawton, OK
Great service, great response from technician. Only thing I would improve is when the technician order parts keep the client or customer inform on the timeline of the parts.
2 years ago
Reply from American Home Shield
Charles, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us. Sincerely, Mariah
Aug. 3rd, 2023
Review Source
Dillon
Every call person is foreign and is just reading scripts, not knowing what really is going on. They can't listen to you because if a questions/conversation goes off script they just answer generically to their script.
They also use cheaper professions (not big outfits) in which our plumber didn't even have the proper equipment to remedy the problem, which just wasted our time and had to work with a bigger company. We are now 3 different companies involved and still no resolution.
They couldn't even download our contract so when I wanted to discuss what was covered, we couldn't even do that. Just amazing terrible.
2 years ago
Reply from American Home Shield
Dillon, Thanks for bringing this issue to our attention. Please know that I'd like to look into this further. Send your contact info to bestco@ahs.com and I'll be back in touch with you soon.
Aug. 4th, 2023
Review Source
Candace Bell Tucson, AZ
Had my rental unit AC go down. They could not get there for a week, Finally agreed that I could get an outside contractor to go over. They came, made there recommendation, then American Home Shield wanted a second opinion, so then we had to wait for that . With the inside of the home temperature in the mid 90's with 4 large fans I provided, I had to put my tenant up on a hotel until they got the unit fixed. That cost me about $1,000 out of my own money. Why am I paying them $815 for the year!
The HVAC company I had go check the property said it needed extensive work. The main part it needs is no longer available . So they did not approve the repairs. The company person they sent out said he squirted some stop leak in it for the freeon and got it working for now. and will see how long that holds up before my tenant is without cooling again. Now I have a second rental the unit has quite working, and so far it has been 4 days, they are not scheduled to come out for 3 more days, and it is getting over 93 degree inside the home. The tenant is upset, can't sleep because it is too hot and she needs to get sleep! Had another unit the dishwasher stopped working and it is taking 2 weeks to get that fixed.
2 years ago
Reply from American Home Shield
Dear Candace, Thank you for taking the time to share your experience. Your feedback is important to us, it will help us ensure a better experience next time. Many Thanks, Kim
Aug. 2nd, 2023
Nancy Humphrey Nampa, ID
When buying a home you don't have the history of existing appliances and the home warranty should cover problems. My refrigerator repair request was denied because screws on the back were loose. Apparently the bottom freezer defrost line had previous issues so the repair wasn't covered because "it was preexisting". Because I'm new customer and "didn't understand" the fine print, they refunded the $125 service fee. I still have to call for repair service which could be a lot more then $125. In meantime, I can't my crisper drawers because of water drainage into and below them them.
2 years ago Edited August 15, 2023
Reply from American Home Shield
Dear Nancy, Thank you for taking the time to share your experience. Your feedback is important to us, it will help us ensure a better experience next time. Many Thanks, Kim
Aug. 2nd, 2023
Review Source
Chip G Creswell, OR
American Home Shield is worth every penny, and it pays for itself! I've made several claims and each one was fast, easy, and the technicians were awesome!
2 years ago
Reply from American Home Shield
Dear Chip, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us.
Sincerely,
Kim
Sincerely,
Kim
Aug. 2nd, 2023
Review Source
Lovely Jay
I called Saturday and on Monday I still had not heard from the A/ C company. I had to call and schedule the appt myself. Appt was not 24 hrs after. I was schedule until Wednesday morning and the weather has been over 100. However, A/C company was quick to fix the issue.
2 years ago
Reply from American Home Shield
Hi Lovely, Thanks for bringing this issue to our attention. Please know that I'd like to look into this further. Send your contact info to bestco@ahs.com and I'll be back in touch with you soon.
Aug. 4th, 2023
Review Source
Liz Gainesville, GA
I’ve had nothing but trouble. Canceling appointments because technician had too many calls. Stayed home all day waiting and get a call an hour before appointment time.
Also, was contacted by someone after signing up to enroll in their “fabulous” Electronics Coverage. Got sucked into a scam because of a clear explanation regarding payment. You don’t have to pay anything for months and then end up paying it all in the last months of the contract. What a RIPOFF!
2 years ago
Reply from American Home Shield
Liz, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Aug. 2nd, 2023
Jan Ben Franklin, TX
The time from the initial reporting the problem to American Home Shield and the time the problem is corrected, is entirely to long. I was without a refrigerator for almost a month. That is way to long!
I probably jbwill continue with my contract but I am NOT happy about the length of time it took to fix my refrigerator!
2 years ago
Reply from American Home Shield
Jan, Your review is concerning to me, and I'd like to know more about it. Please contact me a bestco@ahs.com so I can investigate this further.
Aug. 24th, 2023
Ravi Austin, TX
The service once the call goes through is good but there are too many indirections to get the better response causes lot of churns to the consumer like me. I have decided to move on to other though I know there is no perfect home warranty company out there but time for me to explore other provider since I had a very rough experiences.
2 years ago
Reply from American Home Shield
Ravi, Your review is concerning to me, and I'd like to know more about it. Please contact me a bestco@ahs.com so I can investigate this further.
Aug. 24th, 2023
Review Source
Bessie Concord, NC
The technician arrived in a timely manner. He was courteous. He explained all that he was going to do. He also was patient and answered all of my questions.
2 years ago
Reply from American Home Shield
Dear Bessie, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us.
Sincerely,
Kim
Sincerely,
Kim
Aug. 2nd, 2023
Review Source
Kim Kell Odenton, MD
I have grown increasingly more & more disappointed with the limitations & restrictions being placed on repairs & service calls by American Home Shield. I'm starting to no longer see the value in the plan with the way they're increasing my monthly cost & then want to argue with me, making me wait days for the contractor to agree, if I request a different service provider. I pay the bill & this is my contract, so if I don't want to work with a service provided based on prior experience, that should be 100% my choice, even if AHS has already assigned the ticket to them.
2 years ago
Reply from American Home Shield
Kim, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Jul. 28th, 2023
Review Source
Jeff Ford Tulsa, OK
this is the worst imaginable service for a home warranty.
We are now having someone come out for maybe the fourth time for our refrigerator and things are still not completely repaired. We’ve had to spend hours on the phone and had to have supervisors get involved and we’re still constantly throwing good expensive food in the trash because it spoils.
We turned in a claim on our refrigerator for the fourth time a week ago. Same issue. It’s been seven days and we still have no one contacting us to tell us they’re going to come out and repair the refrigerator… Supervisor said today sometimes that they’ve gotten no reply or answer from the last two contractors. One contractor told me that they don’t get paid enough and so no one wants to do business with them.
In the meantime, they’re happy to take our deductible multiple times for the same event, and still not get the problem taken care of.
I guess I’m going to go spend seven or $800 to get a refrigerator to put in the garage, until we can get this one repaired.
I bet 1000 bucks I can call someone tomorrow and have them out within 48 hours and get it repaired. When this home warranty company can’t do it in six months.
Very very, very unhappy!!!! and searching for a new home warranty company
2 years ago
Reply from American Home Shield
Jeff, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Jul. 28th, 2023
Review Source
Samuel G McKinney, TX
Really good company to work with. We’ve had a few service requests completed, and it all went smoothly. Their customer service is great and prompt in responding.
2 years ago
Reply from American Home Shield
Dear Samuel, Wow! Thank you so much for the feedback. We appreciate your business.
Sincerely,
Kim
Sincerely,
Kim
Jul. 26th, 2023
Review Source
Lydia Houston, TX
One improvement it took two weeks for the service to occur. When I called to see if there was another vendor who could come out sooner I was told I’d have to cancel my appt and “take a chance”. I had to throw away all the food in my refrigerator because I couldn’t get an emergency appointment.
2 years ago
Reply from American Home Shield
Hi Lydia, Your review is concerning to me, and I'd like to know more about it. Please contact me a bestco@ahs.com so I can investigate this further.
Aug. 19th, 2023
Review Source
Raymond Fontana, CA
I am not happy... why does my policy not cover compensation on items that brack and need to be repaired. the oly thing you are doing is sending out a repairman at a fee. thaen when he has fixed my item, he presents a bill that I am required to pay.
I can find a repair man on y own... So what are you doing. Do I have the wrong type of policy. Somebody needs to call me and go over this. I need a comapany that covers items that need repair.
2 years ago
Reply from American Home Shield
Dear Raymond, Thank you for taking the time to share your experience. Your feedback is important to us, it will help us ensure a better experience next time. Many Thanks, Kim
Jul. 26th, 2023
Review Source
Bruce Taylor
I left AHS in 2/23. Didn’t feel I needed it anymore. A current AHS customer and friend told me of a special that you were having for new customers in 4/23. I called and decided to sign up, gave the agent my friends name and phone number for the referral. That person received their $25 gift card but I didn’t. Still waiting
2 years ago
Reply from American Home Shield
Hi Bruce, Please provide your contract number or property address.
Jul. 26th, 2023
Review Source
Mike Remeika Las Vegas, NV
Re: Dispatch: #241047998 ....The technician came to my home on June 26. Parts needed to be ordered. According to the technician, under the new ownership, Frontdoor will be ordering any needed parts from now on.
I contacted the contractor around July 5. They said that YOU would be ordering the parts, and they have heard nothing from you about the parts.
I contacted AHS via the chat system on Wednesday, July 19. I stated that I have heard nothing since. I know they are waiting for parts. Can you give me an update?
To my surprise, this is the message I got from AHS:
I see that the diagnosis was approved for repair and parts are to be ordered on 06/26. I'm not seeing that the parts have been ordered as of yet. I will try to contact the appliance parts purchasing team to see if they have an update. They may be closed for the day.
My reply was:
I know that your company, and not the contractor has the responsibility to order the parts. Therefore, it SUCKS that the parts haven't even been ordered after 3 weeks.
Because of this inconvenience, I want my $125.00 refunded, and to have the work completed at no additional charge to me.
Another gripe I have with AHS is that I signed up for my contract at one price per month, and I noticed that the cost has increased by $ 11.00 a month, which is an additional $132 per year, which I didn't approve.
I am most definitely dropping this crappy service as soon as I can. Unfortunately not able to do that until next year.
I want to hear back from someone about refunding my $125.00. Our oven won't heat to the correct temperature without us getting a Heat Error. EVERY time my wife tries to heat the oven to prepare food, we get that error, sometimes three times in one day.
2 years ago
Reply from American Home Shield
Dear Mike, Your review is concerning to me, and I'd like to know more about it. Please contact me a bestco@ahs.com so I can investigate this further.
Jul. 26th, 2023
Review Source
Edward Washington, DC
Company is too rigid. There are fine prints to warranties that they invoke not to provide service. For example, they won’t repair electrical issue because their contractors said the fault is inside a wall. They won’t fix your HVAC because the issue is wear and tear or too old equipment. Also, their coverage packages are not flexible - often they include things you do not need coverage for and they and they are not flexible in adjusting rates for that. Also, when their contractors failed to perform, it is on you as the homeowner and you need to pay another service call fee for AHS to assign another contract. I have cancelled my coverage and switched to another company- AFC Club.
2 years ago
Reply from American Home Shield
Edward, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Mariah
Jul. 26th, 2023
Michael Brennan
Very average company who more tries to duct tape any appliance rather than replace. No matter the issue with fridge, HVAC or ice machine, they are going to go out of their way to have 3 or more visits (and charge you for them) before replacing with new.
2 years ago
Reply from American Home Shield
Hi Michael, Please provide your contract number.
Jul. 25th, 2023
Review Source
Gwen Retail Austin, TX
ive been very happy with the quick turnaround in setting up a contractor to service my home. It is very easy to submit an online request for service.
2 years ago
Reply from American Home Shield
Dear Gwen, We appreciate your business and value your feedback. If there is anything else we can do for you, please let us know. Sincerely, Mariah Dixon
Jul. 24th, 2023
Review Source
fiseha asfaw Mobile, AL
I am very disappointed with this company. It has been over a month since I have opened a claim for my AC unit to be repaired. My house tempos over 83 degree . Every time when I call they give me the same answer. They say I understand how you feel while they are sitting in a room with AC on. They keep telling that We didn’t receive the diagnostic report from the technician. When I call the technician company, they told me that they already submitted the report. The customer service representative doesn’t help at all. They just read the script that the company provided to them. I have been calling 3 to 4 times a day every day , no help at all. I don’t recommend to anyone to have any service agreement with this company. Stay away from them. They are horrible.
2 years ago
Reply from American Home Shield
Dear Fiseha, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Kim
Jul. 21st, 2023
Patricia Lewis Harker Heights, TX
I’m very disappointed with the last two technicians sent out by AHS.
1) HVAC technicians did nothing but move the filter from one slot to the other. They went outside to look at the compressor but said nothing or did nothing to cover the coils where the refrigerant is located. They didn’t even suggest getting them covered. I told the problem to a worker at Lowe’s and he gave me good suggestions.
2) The technician for the dining room ceiling fan makes a lot of noise and the screws holding a couple of blades had popped out. The person was also supposed to look at the ceiling vent in the bathroom because a large amount of dust is coming through the vent. He did nothing but take pictures and didn’t return. I explained this to customer service. They told me they will find out what happened and get back with me. They didn’t. It’s now going on 3 weeks.
2 years ago
Reply from American Home Shield
Patricia, Your review is concerning to me, and I'd like to know more about it. Please contact me a bestco@ahs.com so I can investigate this further.
Jul. 20th, 2023
Review Source
Ember New Rochelle, NY
Terrible.
In the last few weeks, I have requested service for three appliances, paying three separate fees. None of the appliance were repaired properly.
Dishwasher. Someone came and said the filters needed to be cleaned. Dishes still come out of the dishwasher dirty. Problem not resolved.
Kitchen sink disposal: Causes flooding in the basement. fSomeone came as said it was the bricks on the external wall. I had a mason come. The bricks are fine. Flooding only occurs when someone uses the disposal. Problem not resolved.
Refrigerator. After weeks of waiting for service, and getting telephone numbers to nowhere, I paid a serviceman to fix the problem. Problem solved but not by AHS.
2 years ago
Reply from American Home Shield
Dear Ember, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Kim
Jul. 20th, 2023
Review Source
ladykingdom12 Columbus, KS
The gentlemen that came out were very professional, they assured and reassured us that if something happened they would return. As new homeowners this was amazing!
2 years ago
Reply from American Home Shield
Ladykingdom12, We appreciate your business and value your feedback. If there is anything else we can do for you, please let us know.
Sincerely,
Kim
Sincerely,
Kim
Jul. 19th, 2023
Review Source
KATHRYN PERRY
I really am frustrated with the claim process. It’s incredibly slow and not explained clearly in the contract. Every time I call with questions I never get to speak with someone that speaks English which makes communication extremely difficult. I am in no way implying that people who speak English as a second language shouldn’t be working there. Rather they should improve their English if they’re going to work in a customer service setting.
2 years ago
Reply from American Home Shield
Kathryn, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Mariah
Jul. 20th, 2023
Mary Anne Quinlan Richmond, VA
Reported broken dishwasher on 6-15, no resolution on 7-17. There are no SLAs to speak of, escalation is impossible, seven calls have yielded little action, and I've been flat out lied to on four separate calls.
Prior to this experience, service has been good, but I am now embarrassed that I have previously recommended AHS to friends and family.
Update: As a response to this review, as well as an 8th call, I received a call back from 'Research' during my morning commute when I could not answer. The caller did not leave a name, nor any method to call back, nor addressed any of the concerns I had provided in writing to the rep I provided it to. AHS has admitted to not meeting their standards of service, but provided no path to escalation. Needless to say, I still don't have a dishwasher.
2 years ago Edited January 10, 2024
Reply from American Home Shield
Dear Mary, I understand your frustration and appreciate your feedback. Please feel free to contact us at bestco@ahs.com so we can talk more about your experience. Sincerely, Kim
Jul. 18th, 2023
Eddie Ammar
Been a customer for 7 years with little use of the warranty - Now with a routine A/C failure, diagnosed and approved within a reasonable time is taking over 6 weeks to get repaired with still no parts or schedule repair date - UNACCEPTABLE!
Requested escalation with AHS leadership to no avail, no call backs. Offshore customer service is scripted, have no real life customer experience training. Truly do not understand or care about the issues we are faced with. Talk in circles, very frustrating!
A/C heat pump and air handler replacement (freon leaks and coil freezing up) having to shut down to thaw out 3x per DAY just to maintain 73-76 and going up every few days - shouldn't there be some sense of urgency with these types of failures? We are unable to leave the house for any extended period of time as a result. Contractor having same issues connecting with AHS parts and receiving necessary parts. Horrible experience and AHS does not seem to care - Also, just received an updated renewal which they are charging us $20.00 more than our previous contract, not happening... We need this repaired ASAP along with a member of the AHS leadership team to reach out to me ASAP. Such a simple fix with an attentive contractor that's gone sideways!!! So disappointed with this company and hope this gets their attention!
WE NEED HELP ASAP!
2 years ago
Reply from American Home Shield
Dear Eddie, Thanks for bringing this issue to our attention. Please know that I'd like to look into this further. Send your contact info to bestco@ahs.com and I'll be back in touch with you soon.
Jul. 17th, 2023
Review Source
Iscar Gustavo Adolfo Madero, CMX
I had a great experience with an issue in my toilet and America Home Shield helped me to address it.
I recommend it widely because it is a trustable service!
2 years ago
Reply from American Home Shield
Iscaar, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us. Sincerely, Mariah
Jul. 13th, 2023
Peter Land O' Lakes, FL
Good customer service, but not worth the money they charge. Every time I asked if something was covered, they said not with this plan, but you can upgrade the plan, which, of course, raises the monthly fee. Agents were cordial, but a little snippy when I chose to go another direction with another company.
2 years ago
Reply from American Home Shield
Peter, I'd like to thank you for bringing this to our attention. I apologize for the difficulties you've been experiencing and would like to discuss this more. Feel free to contact me at bestco@ahs.com. Sincerely, Mariah
Jul. 13th, 2023
Shawn Kazemzadeh Santa Clara, CA
I have multiple contracts with American Home Shield for last couple of years and I have experienced their service have been very poor and I am planning to switch to a better company. I recommend not to sign up with this company. Here are 2 cases that I have experienced with AHS during past 4 months:
1- Last week multiple toilets were clogged in my house and then it is almost 3 days and I have not heard anything even though I had mentioned that this is an emergency and I do not have any access to Toilet and basically can not use much water since it will back up and overflow into the house.
2- About 4 months ago, I had some slab leak in my rental property and the entire problem was ignored by American Home SHeild so I brought some plumbing company myself and took care of the issue.
Note also they start you on a lower rate for warranty and every year, they increase the price over $100 a year so stay away from this company. They are a disaster.
2 years ago
Reply from American Home Shield
Shawn, Your review is concerning to me, and I'd like to know more about it. Please contact me a bestco@ahs.com so I can investigate this further.
Jul. 10th, 2023
Review Source
True Light Gentle Whisper
2 years ago Edited January 10, 2024
Reply from American Home Shield
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.
Mar. 1st, 2023
