American Home Shield Reviews

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.

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.

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!

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.

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.

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.

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.

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!

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.

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.

Although I wasn't able to get an appointment to fix my refrigerator earlier than a week, the technician who visited my home was timely and very professional. The mechanical issue was resolved quickly.

I have been a customer for over 10 years. Home Shield was called out to fix: hot water tank in Jan. 2023. If I could give American Home Shield ZERO stars I would! Venders that do Home Shield contractor work took 3 weeks to come to home and assess the following,... 1. The hot water tank was rusted and they were going to replace. 2. They said that in addition to what Home Shield charged that I'd be responsible for $1050.00 to rebuild the platform, plus a premium, plus a deductible, and it would take three more weeks 3. Home Shield gave me a reference number. They apologized it would take three weeks. That was the best they could do. 4. The home was being rented by a family with three children and were subject to cold water and showers in the cold of winter--they were needing a tank replaced ASAP. 5. The HS local provider finally reached out to me...,and told me they were from Visalia, CA, a city nearby and they would get back to the family, me, and the property management with a service number that never arrived. I followed up; HS said that they were working on it week after week. Still no help. Not fixed. So I took matters into my own hands--I hired a local contractor. He built the wooden stand and replaced a new hot water heater in less than 24 hours. Less costs. Quick. Build to CA safety code etc.... 6. All's good. Family has warm water now. 7. After waiting 3 weeks for HS to repay me for the hot water heater the "Cash Out" option, they were going to pay the install fees with the previous HS contractor I still had not gotten reimbursed from HS. 8. Month after month: still no cash out that was offered ever came. Frustrated. Angry. Helpless. And, HS still never responded to renters, to property management team or me. Very unprofessional. But, I did all the work for them. 9. The problem with American Home Shield is in the poor quality of contractors they use, lack of responsibility to the renters or to me the customer, and the poor lack of care given in a process botched by phone call after phone call without resolution. I still have not gotten my cash out HS promised: the cost of the new water heater. 10. Save your MONEY! The monthly HS premium fee is $90.00. The co-pay is $100.00, and the venders that supply HS contracted services add charges on top of charges. Very disingenuous. Unfair. Bad service. Here's my advice: Save on the costs of HS premiums; costs too high; service very poor; HS is just about worthless. I've started calling local contractors to replace or repair items covered by HS at a fraction of the price; local tradesmen cost much less than the up-charges included from HS and their "providers" for services. Glitch after glitch; rinse and repeat. Save your money! It will save you a lot money that HS up-charges and pads the expenses with those that are far higher than the monthly premium you already pay--event co-pay--and the hidden costs driven up by the HS "providers." Lastly, to this date I still have not been paid back my agreed upon buy out for the hot water from HS. Save yourself the stress, anxiety, and poor work-man's-ship from a bottom of the barrel HS provider that (in my experience) was unqualified leaving you with little recourse but: frustration, escalating premium costs, hidden fees, and really bad communication skills. Write down the reference numbers, time, date, and who you talk to at HS...this information will come in handy when you call your VISA company to get a re-imbursement for the excessive HS fees, time, and trouble. If I could give American Home Shield ZERO stars I would!

I paid for the best plan , however lately Im hearing an excuses like your plan doesn’t cover this & that part , just for me to pay $100 non refundable co-pay,which at the end leaves me with no repair to help resolve my Issues.

I used my warranty for the first time in 18 months and what a joke. My sump pump went out flooding my basement. They sent out Crown Services and tech came into my home looked, said he would be right back and left. Heard later from AHS that he had no access to the sump pump and for $500 they could cut out the kitchen to provide access. When I tried to contact the vendor no response, AHS tried to contact vendor no response as what I needed to do. During this 3 week process every time it rained my basement flooded. Had my contractor come out to look at the "access" issue and he said no problem he could fix it. I bought a sump pump and he put it in that day. AHS would not pay for the pump or the contractors bill. Tried to cancel AHS and apparently I am locked into a one year contract. Asked to be taken off auto renew and they stated that was not an option. The vendors they use are subpar, have spent over 4 hours on the phone multiple times to get an answer of "no we wont pay. "

The technician said that it needs approval from your end before he can do his work. I was really expecting that my leaking faucet that's leaking can be fixed that day the tech was here but he said needs Approval AHS.

AS used to be good. But not anymore. They pay $10 for R410 refrigerant in Air Conditioning systems when the retail price for this refrigerant is $90-$120. Many of the technicians thru AHS dont do a through job. In other words, they dont go to attic and check evaporator coils. They simply recommend to refill the refrigerant. My AC is broken for 5 days now. AHS is still estimating the coverage. Other example is, if you have patterned dry wall, AHS contractors provide just plain dry wall. They dont do patterns. All in all, i wouldnt recommend AHS or any warranty company. I tried SELECT. that is even worse than AHS. It is an expensive deal. I pay $73 every month, $125 for each service call and they dont cover everything. Its not worth it.

The worst possible company on par with the likes of Comcast. Consider the math here. Monthly Premium is roughly $68 for a ShieldPlatinum, in that you get coverage of Roof Leaks along with a "boost" of a maximum of $6000 per covered item under the Appliance Category. AHS has the right to refuse repair or replacement if you cannot prove you did "routine maintenance" on the Appliance, which costs at minimum $75 if you get it done through AHS. Math: $68/month * 12 = $816 Trade Fee = 100 per Incident Say 2 of your appliances need replacement: Fridge (top of the line is somewhere around $3000) and a Dishwasher (top of line is probably $1000). That means you "saved" roughly $4000 for a yearly premium ($816) + 2 Trade Service Fees ($200) = $1016. A new Refrigerator or Dishwasher will come with a excellent warranty usually for at least 3 years. Say you have to do replace your appliances every 3 years. You would have paid $2,636 in premiums and trade fees ($816*3 + $200). Do that math in your head, do you think its worth it dealing with a worst rated company for $1000? And you can do a fairly detailed analysis if you want, but with the limits imposed (e.g. maximum of $1500 for Air Conditioning and Duct Work) and the limitations and the right of refusal in case they determine the item has not been maintained properly, its a complete rip off. And, consider you have a leak somewhere which is not visible. They will assign a 3rd rated contractor who will give you an appointment at least a week after you called (they won't come over the weekends, even in case of an emergency). Good luck trying to get service in time before major damage is done and you ended up doing damage worth more than $6000!! I have had AHS off and on for 2 years. It came with the townhome I bought and then I paid premiums for about 1 year. In that period, I had to get a plumber to come in and clear some blockage. The plumber came and literally told me that a toilet seat needed replacement, which AHS started questioning. In the end, even that contractor told me it would be easier and he was willing to do it cheaper if I just get it done through them. It cost me about $700 in addition to what I had already paid AHS. And god forbid you have a roof leak. AHS will only cover about $1500 (max benefit) to repair or replace the roof and any damage done. Roof leaks are usually covered under the Homeowners Insurance anyway! Its just a ridiculous business model and I have no idea why people keep falling for it. I am more than ready to be convinced if someone has had a great experience and the math worked out in their favor. Otherwise STAY AS FAR AWAY AS POSSIBLE.

A a new customer of this company i was not please. My address was entered in the system incorrectly and was not corrected even though I told them before my contract was active. It was ignored. The customer service workers don’t listen to what you have to say . They can be polite but if they are ignoring and not addressing your concerns then you are not helpful. As of now I still have not received my contract .

They’re a horrible company. Our fridge broke and was covered by their policy and after a weeks worth of calls they finally got someone to investigate it and look at it. They said it was so obviously broken that they would t cover it despite me reading to them verbatim from their own policy that explained how it absolutely WAS a covered problem. They refused to get their supervisor back on the phone and they refused to reopen the claim and cover it. We had to replace the whole fridge because they wouldn’t fix it and I’ve hated this company since. I hope everyone there who helps them screw customers over gets what’s coming to them.

absolutely awful, bordering on criminal. Their sales department is extremely aggressive and will call and call and call, even when you indicate over and over again that you prefer to communicate by email. Their agents are all overseas. When you have a claim, they are disorganized as can be, calling you back over and over again to tell you the same information. But the real problem is the obstacles they throw up to make it as difficult as possible to get a repair done. They handcuff their vendors into a insurmountable sea of red tape. One service company even told me "I see the problem and I know how to fix it. If you were a 'normal customer,' I would do XYZ, but for AHS I can't. They won't reimburse me for that. You have to call them." And call them I did...over and over and over again, trying to resolve my mechanical issue. My repeat requests to speak to a supervisor or escalate the case in some way fell on deaf ears. Finally I paid someone else to make the repair directly and cancelled the policy. Now their sales department STILL keeps calling me and calling me and calling me, even after I have made it 100% clear in writing and voice that I want nothing to do with them. AWFUL COMPANY. STAY AWAY.

Horrible Company if you need a big Item replaced, they will make sure they send the same type of contractors to "diagnose" or damage your system to AHS needs, my working AC was not cooling enough, first contractor arrived and "found" cables outside and noted the damage was "surge" witch AHS do not cover, send second contractor, noted more damage, cables disconnected, trash bag inside and motor locked...note this unit was working a week earlier, just not cooling enough. AHS denied claim now using "abuse" so, they sent a contractor that damaged the unit, a second contractor that verified first damaged the unit, then denied the claim even tho the dispatch CLEARLY states NORMAL wear and tear... their responses... we will refund you $100 and you can take the contractor to court... I bet the claims dept make their quota on denied claims...funny thing, if you look at those contractors in other review sites, many people have similar incidents with AHS, I think we need to start a class action lawsuit, this is not isolated.

I am extremely disappointed in American Home Shield and its "Cash in Lieu" option. It is a total rip-off. They could not explain the basis for their figure. For a 50-gallon water heater, they offered $335. It took a week to get the estimate (my family was without hot water) and then the insulting quote. As the customer, I do not have an option. They claimed to have an escalation department and when asked for an explanation, the only response is "We stick by our quote." I would not refer anyone to them. This is the 2nd time that has happened to me, the first was an air conditioner. I should have learned my lesson then, but now I have.