American Home Shield Reviews
8.9
Overall Score
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U Farooq Spring, TX
AHS is a ripoff company. I filed a complaint about my AC unit that stops cooling after about 45 days when I bought the policy. They refused to repair the AC claiming that it is a pre-existing condition. The Tech told me that gas has been leaking and condenser my need to replace and informed that leak may have started long time ago but you will know only when the gas has drained completely till that AC will keep cooling and that is what happened and as per Tech it may take one week to months or a year for the gas to discharge completely it depends on the size of the leak. On the website of AHS it is written that "Undetectable pre-existing conditions" are also covered.
When I called they told me you could have discovered this by simple mechanical test by switching off/on the AC, I asked why I would switch off/on the AC when it is cooling ? and even if I do that how I will find the problem I am not a Tech & don't know much?
But they keep telling me we can not cover this repair as it is pre-existing. I wish I had check the ratings before I found they are no. 5 on one website and no. 3 on another one and my friends also warned me about AHS that they do not cover many valid claims. AHS is a RIPOFF COMPANY DO NOT WASTE YOUR MONEY
1 year ago
Reply from American Home Shield
Hi U Farooq, Hi Connie, Thank you for sharing your feedback with us. I hate to hear about your most recent AHS experience and the delay that has been experienced to have the AC repaired. I would be glad to speak with you to resolve the issues.
Dec. 7th, 2022
Shesh Rau Sunnyvale, CA
If there was a rating of Zero, I would give this to American Home Sheild. They have the worst customer service and even worse, do not meet their obligations to fix or replace the broken appliance. We put in a service request for a broken wall furnace on 10/28/22 and till today 12/2/2022, the furnace has not been fixed since they keep saying that they are waiting on parts. In the meantime, temperatures outside are in the 30's and my kids are falling sick since there is no heat in the house. What does it take to get this company to get this unit replaced if there are no parts? I am getting in touch with my lawyers to sue them fhe health issues my son is facing because of the broken furnace that has not been fixed or replaced for over a month!
1 year ago
Reply from American Home Shield
Hi Shesh, Thank you for sharing your feedback with us. I hate to hear about your most recent AHS experience and the issues that have occurred. I would be glad to speak with you to resolve the issues.
Dec. 7th, 2022
Review Source
Sean Bradenton, FL
We had our gas tankless water heater go out. The plumber said it needed to be replaced. We currently have a Gold plan and it states we are covered for replacing and installation for the same item. On the the list of non-covered items was, Tankless a water heater for $815 which is covered in my contract. Along with a list of other so called modifications. All totaling $1265. I called 2 times to speak with a representative to get clarification to no avail. I asked for the escalation dept. "Chris" called me and said the same thing the last 2 reps said. The plumber states "modifications" but it is under the replace list. I just want to get my water heater, my contract states it will be replaced
if it cannot be fixed. If the plumber you, AHS hired is not a reputable plumber than why should I have to pay another $75 to have another plumber take a look. I would like for someone other than a representative or the escalation department that can speak clearly and explain why AHS will not hold up their end of the contract.
1 year ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed. Please include your contract number if further assistance is needed.
Nov. 28th, 2022
Betty Pohl Barnes Moses Lake, WA
A big scam. They sold me on the idea that if even one appliance should go out it would cost more than purchasing the warranty. Unfortunately, that is not how it works out. In the end you will be forced to replace your own appliance or go months without while they are "waiting on parts".
I have had home warranty contracts with AHS on two separate homes for over 4 years now and I have only had to utilize my warranty one time before and it was a nightmare. This year, on 9/27/22 I contacted AHS because my refrigerator is not working properly. A service provider came out and I was told by them on that day that one of the parts needed to be replaced was NO LONGER AVAILABLE. They said they would let AHS know and I would receive an email explaining what comes next. The email I received from AHS was telling me that the part is on back order...not my understanding from the contractor. I contacted both the contractor, Sharper Service Solutions, and AHS to try and decipher what was going on. The contractor, once again, told me that the part is no longer available and that they would make AHS aware of this but when I called AHS they told me again it is on backorder. Not only that but now they say that due to Covid it may take longer than normal to get this part (that is no longer available). Now it is almost Thanksgiving, I have a house full of guests coming and my refrigerator is not working properly. I have now been informed by AHS that the part is backordered until 11/29. If I don't want to wait, however, I can take a small cash offering (388.56 - 130.08= 258.48) to help me purchase a new fridge in lieu of any more service from AHS. Very clever. Stall until the customer gets tired of or can't wait any longer, takes the offer and goes away. Now AHS no longer has to worry about the fact that the parts actually are unavailable and make good on their side of the contract by replacing my fridge.
If this isn't bad enough, should I take the pitiful CIL offer, I will now be charged an additional $130.08 for some service that I have yet to figure out. I paid the $135 agreed upon by myself when I first purchased AHS. I was told that is what it would cost just to get the tech out here and now you want $130.08 more. What the heck is that all about?
Their prices have continued to rise year after year ($45- $60/month) while their customer service has been horribly substandard. It's almost impossible to find a local contractor that even wants to work with them and when one can be found the whole process is a nightmare.
Not only have I been doing my part (paying monthly) for the past 4 years or so but I have also turned some of my friends on to AHS, foolishly thinking it was a good idea to have their service and I think it is time for you to step up and do what my contract states.
" If a covered item is not repairable, we’ll cover its replacement."
According to the contractor my refrigerator cannot be repaired so replace it! It has been 2 months since I contacted AHS and I am still without a properly working fridge. My questions to AHS: How long should a person have to wait and how would you like to be without a good working refrigerator indefinitely?
1 year ago
Reply from American Home Shield
Hi Betty,
Thank you for sharing your feedback regarding your American Home Shield experience. I would be glad to speak with you to discuss the plan cost and denials.
Thank you for sharing your feedback regarding your American Home Shield experience. I would be glad to speak with you to discuss the plan cost and denials.
Nov. 28th, 2022
sabrina gray Naperville, IL
I have been trying to get a broken light fixture repaired in my laundry room for weeks. The contractor assigned was unresponsive, so I called AHS multiple times per week for three weeks. Finally, a supervisor calls back and informed me they will assign new contractor. I find out they assigned the same contractor because they indicated that was the only contractor in my highly populated area of over half million residents, which was available, therefore. it was nothing they could do about it. How is this fair to their customers. Three weeks later I am still waiting for this mater to be resolved. I have been with AHS for over ten years, but since the pandemic the customer service has declined tremendously. New customers beware, I will be looking for a home warranty company that values its customers and I can no longer recommend this company to family, homeowners in my community, or friends. What a huge disappointment, because AHS use to be a five-star company that valued its customers.
1 year ago
Reply from American Home Shield
Hi Sabrina,
Thank you for sharing your feedback to AHS. I would be glad to speak with you to assist with the issues that occurred.
Thank you for sharing your feedback to AHS. I would be glad to speak with you to assist with the issues that occurred.
Nov. 22nd, 2022
Lisa Mitchell Millbrook, AL
Had fire department out due to outlet in utility room on 11/5. Put a service call into AHS. Under the circumstances they SAID They we're going to escalate this sc! Well it is now 11/11 and still NO service call has been made! The hoops a person has to jump thru to get a service call acted on it UNEXCEPTIONABLE!! I have an Old house with aluminum wiring. In 1993 we lost our entire home to aluminium issue, but AHS lack of concern, lack of communication and lack of service providers is only getting worse!! Its nice having a warrant however the hoops, amount of wasted time calling in and such... I'm sure there's a better Home Warranty company out there that values their customers and not such an act of Congress to service these calls. If no service call by Monday, rest assured I will find out who governs home warranties and Report their Lack of Servicing their policy holders!
This is Unexceptionable n highly unprofessional.
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.
Nov. 15th, 2022
D Johnson Aurora, CO
I wish I could give 0 stars. They wouldn't fix my oven because of a spider web. I thought I was paying for a warranty to fix /repair but I guess I paid for a warranty that don't repair and come up with Bogus excuses on why they don't do the repair. they told me that the contractor report said I had bugs, pests and spider webs, in the back of my stove on the main board well that was a lie the bugs & pests exaggerated my report from Vito at Aurora Appliance Repair didn't have anything about bugs and pests on it I have my invoice, the only thing on it is about spider web and that's what he showed me in the picture on his cell phone he tried to show me a dead spider but all I saw was the web I didn't see bugs, Pests or a dead spider. SO I was told by American Home Shield that wasn't Consider Normal wear & tear and that they would not be repairing my Oven. then I told them that I wanted to cancel my membership they didn't want me to cancel So they officer to send another contractor out for a second opinion I said no because I knew they just wanted to keep taking my money and they would come up with another stupid reason for not fixing my Oven and I was also afraid that if I keep paying that monthly payment and something else needs repair they will come up with any excuse not to repair it so I was out of a $100.00 for no repairs and was charged a cancelation fee I can't afford to keep paying for no repairs. The oven is the only thing that doesn't work on my stove. Broiling work fine, the top of the stove works fine but my oven just want bake It's a Kenmore it's a good stove I have no other problems with it. SO thank you AHS for ruining my Holidays baking for my kids and my grandkids. And by the way you should add the spider web clause in your contracts.
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.
Nov. 9th, 2022
Muthukrishnan Neelakandan San Jose, CA
I live in San Jose, CA. My home’s heater in bedroom floor (3rd floor) isn’t working. I made a service request AHS by talking to the chat assistant. They created a dispatch after charging me $125. I was told that a contractor will contact me soon. Later I saw that a contractor has scheduled an appointment 16 days in the future. I wanted someone to come in atleast 2-3 days because I have a 5 year okd son and the home was getting very cold due the rains everyday. I had a second online chat with AHS and told them that my son might get sick bcos of the cold and asked them to find someone who can come earlier than 15 days to look into this. They cancelled the dispatch and created a new one with a different contractor and said they will contact me in 24 hrs. I waited for 3 days and noone called. My calls to the contractor directly went to voicemail. My son got sick with cold and cough on the second day and he hasn’t gone to school for the past 3 days. For the third time I chatted with AHS again and told them what happened. They said that they are making an emergency dispatch and if I don’t hear from them in 4 hrs then they will make arrangements for an external vendor to do the work. Its already 10 hours and nothing. They have trained the chat people to talk as if they care. When we say ‘I have a 5 year old son’, they reply ‘we are so sorry that he has to sleep in cold’. When I said he got sick they immediately reply ‘we are sorry that he became sick bcos of non-working heater’. But AHS doesn’t do anything to make it better. I don’t understand why after paying the monthly premium and the $125 dispatch fee I am still waiting without any idea as to who and when my issue will be resolved. They have a very nice thing going. They act like middleman connecting the homeowners to some contractor. After that its between home owners and contractor and AHS won’t do anything to help wrt the contractor. It is the customer who has to call contractor and deal with it. Again, I don’t understand why I pay premium and dispatch fee if I have to come and rant here about AHS.
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.
Nov. 8th, 2022
Roula Heleiwa San Diego, CA
I would give them one star but that is not an option on your site. I have been a customer of AHS for 8 years, but I am about to cancel my mermbership for the appalling service I have received from them this week. Despite many attempts of trying to get someone to assist me with my garage door opener I have received no service and no resolution. Since Sunday (3 days ago) my garage door would not open and my only car is stuck inside the garage rendering me without a car or any mode of transportation for 3 days and counting. AHS has failed to assign a contractor for the past 3 days despite me explaining to them that I have an emergency situation with my 90 year old mother who is immobile and recently suffered 2 heart attacks. I explained that if an emergency were to happen I would be unable to leave my home with a vehicle. Despite multiple calls and being promised that this would be handled as a energency situation and also promised that if they could not find a contractor by yesterday I would be allowed to use my own contractor, not a single person has called me back nor has it been handled. I did find multiple companies who were available to come out yet AHS refused to use them and kept telling me I had to wait longer and that what I was already promised by their escalation team to allow me to use my own contractor was not going to be fulfilled. I have a contractor here which was very easy to find, I gave their details, the quote for the repair and the issue to AHS' agent while they were here quoting me for the repair and AHS' agent still refused to accelerate the issue and instead opted to tell me to wait until they find a contractor. How much longer do I need to wait for an emergency situation. How embarrassing? Disgraceful customer service. They have lost a valuable customer but not that they care. company's
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.
Oct. 20th, 2022
lacey ochs Thousand Oaks, CA
If I could give less stars, I would. We had lived in our new home for about a month before our washer went out (came with the home). When they came to look, they informed us that it broke due to “excessive usage”… not sure how this was possible considering we had lived there for a month and had barely used it.. not to mention, we have been doing our own laundry for 25 years and have never had a problem. They were so unwilling to work with us, I can’t believe this is how they treat new customers. Complete scam if you ask me. Save your money and find a better company who actually cares and is willing to work with you!
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.
Oct. 19th, 2022
Frank DiGiovanni Homer Glen, IL
I would just like to express my dissatisfaction with the experience I have had trying to get my repairs completed on my A/C and furnace. It has been almost two weeks since I was told my A/C and furnace needs to be replaced and I still do not have any answer. I keep getting told it should be tomorrow that I will get the answer and that was on September 30th. Now with temps dipping into the 30's the next few days, I will need to keep my Fireplace going 24 hours. Along with not getting any answers, I had to argue with Mark for almost 45 mins to speak with a supervisor, but Mark thought it was not necessary. Terrible customer service.
This is unacceptable and as a Realtor who has recommended your service in the past, I will no longer be able to recommend American Home Shield to clients.
2 years ago
Reply from American Home Shield
Hi Frank, I hate to hear about your most recent AHS experience and the issues that have occurred. I would be glad to speak with you to resolve the issues.
Oct. 13th, 2022
James P Rimmer Palm Harbor, FL
Reported a leak in my double door, bottom freezer on 9/4 (Labor Day). AHS hired Pro Appliance Co for the repair. Repairman diagnosed the refrigerator leak on by zoom. Wanted $75 to hear Joe from Pro Appliance tell me to unplug the refrigerator and let it thaw for 24-36 hours. He refused to come diagnos the problem. Choice was get a new refrigerator or lose over $400 in meat alone. Talked with AHS for hours on the 7th & 8th and they couldn't get anyone else to come out. They had four people on the list, Pro that was unacceptable, two others that don't even cover my area and one that could come in several weeks. I wrote a letter on 9/13 to AHS, Pro Appliance and BBB describing this fiasco and canceled the $75 service fee and $51 monthly fee to AHS. This company is totally unreliable, unresponsive and lacks actual repair people in the Oldsmar, FL area, a suburb of Tampa! Actually AHS (Carolyn) called on 10/4 to try to send someone else out after I had bought another refrigerator. This attempt approximately 1 month after the initial report is a day late and many dollars short. Don't expect good service, it can be zero service.
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.
Oct. 5th, 2022
Hannah Patterson Houston, TX
6/28/22 - I submitted a service request to AHS for my AC, as it had started to run less efficiently and would randomly shut off requiring a "break" before it would start working again. They sent out a contractor, Texas Heat and Air on 7/06/22. The contractor spent five minutes total at my house then said the unit was still blowing cold air so everything was fine. 8/14/22 - I submitted a service request again because the AC was continuing to get worse with the shut offs, this time requesting a different contractor. Veteran Heating and AC came out, and reported an issue with the AC. He said the unit was low on refrigerant since the service valve cap had been left off by the previous contractor during examination, causing a continuous leak. After many frustrating phone calls with AHS, they refused to pay for this leaked refrigerant because they don't cover for refrigerant, despite this situation being the fault of the previous contractor. So, without any other choice, we agreed to pay for the leaked refrigerant out of pocket. Veteran AC verbally quoted us at $200-$300 estimated cost. 9/16/22 - Veteran Heating and Air came to fill up the refrigerant. After he was done he charged us over $1600 because "all of the refrigerant had leaked out" which was more than he thought was gone. Even if the tank was completely empty, this is a gross overcharge for refrigerant. After he left, it became obvious that he overfilled the unit with refrigerant. It started making many noises it had never made before and used the bypass pressure system constantly. There was also leaked refrigerant all over the ground. We asked Veteran to come back that same day after his service, but he said everything was fine and denied doing anything wrong. Since then, our electric use had doubled despite it being cooler outside. In summary, AHS has sent us two horrible contractors that both caused damage to our AC unit while making us pay $1800 in total for this to be done. Unacceptable service.
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.
Oct. 3rd, 2022
Jeri Johnson Milford, PA
I have nothing positive to say about this company. I had their service for my home for over 6 years. My furnace blew on Christmas Eve. I called and they did not have any technician in the area to service my location. They gave me approval to find my own technician. I finally found someone to come to my house 4 weeks later!! No contractor I spoke with was willing to work with them. Finally, when the contractor came out, we did the prior auth process and I scheduled them to return the next day to install the new furnace. American Home Shield denied the auth because they felt the price to was too high. They refused to do anything to help me and my family (two children in the house) to find a contractor to fix the issue. They refused to refund any portion of the $6000 I had to pay for a furnace that was supposedly "fully covered" under my plan. It was a horrible 4 weeks of no heat during the holidays. I will never recommend this service to anyone, EVER!!!
2 years ago
Reply from American Home Shield
Hi Jeri,
I hate to hear about your ongoing American Home Shield experience to have your furnace repaired. I would be glad to speak with you about the issues that occurred and the out-of-pocket cost paid to resolve them. Please provide your AHS contract number.
I hate to hear about your ongoing American Home Shield experience to have your furnace repaired. I would be glad to speak with you about the issues that occurred and the out-of-pocket cost paid to resolve them. Please provide your AHS contract number.
Sep. 27th, 2022
Ryan Cholland
This company doesn’t deserve 1 star, I wish I could make it clear to everyone this company is a scam. Our AC went out in Arizona in the Summer so we called and made an appointment. They set it up for same day , great everything is fine. They then called back and rescheduled for the next day. It’s very hot in Arizona if anyone doesn’t understand why this is a issue. It’s a safety hazard when you have kids and dogs. The next day they sent out a repairman. He then fixed the problem and told me it’s going to be $600.00. First off , what’s the point of having a warranty if you have to pay 75 for travel fee and then pay the full amount of the parts …Again…what’s the point of having a home warranty? You could just called the AC company directly and then not pay a monthly home warranty fee. I then called the company and they explained to me there was another third party company involved “Protec”. I then called them and they said I had to go through American home shield. I then called them back and had to talk to 5 different people and then finally I had to go back to work and didn’t have time for dealing with these untrained , rude, and disrespectful customer service reps I’ve ever felt with. I got my money back but it wasn’t because of American Home Shield. I had to dispute the charges with my credit card company. I had no problem paying the 75 service fee , but why in the hell should I have to pay for the parts and labor too? There is a special place in hell for American Home Shield. You guys are scam artists and taking advantage of people.
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.
Sep. 7th, 2022
Harold Ricketts Plant City, FL
Customer service at its worse and quite the language barrier. Two different customer service reps told me I would not be charged any more monthly fees after cancelling my contract and 2 days after it was cancelled, I was charged for another month. The next rep told me she spoke to finance, and they assured her that money would be refunded to me. Two weeks later, and still no refund, I called and now am being told the charge is a cancellation fee. Never before had the term cancellation fee been mentioned nor is it stated in the contract, and I am being told I obviously misunderstood the previous three customer service reps I talked to. Such a wonderful way to run a company...
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.
Sep. 6th, 2022
jonnypic Tampa, FL
Frustrations abound. I’ve been given the runaround with a supposed pre-existing condition for an a/c. I just purchased the home 30 days ago. A circuit board on the a/c short circuited a few days ago…AHS says they will not cover the repair as this was pre-existing. This is not possible as the a/c has been working just fine for the last month. Communicating with the AHS reps has been frustrating and I now have zero confidence that AHS will cover the next incident. I just know they’ll find away to not cover me.
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.
Sep. 6th, 2022
Cesar Avila Emeryville, CA
Service requests 134367348 & 135487208.
On July 18, 2022 I filed a work order with AHS, the problem was our AC unit stopped working. A technician from MS Services Inc. came to our home and found the electrical circuit in the off position so she turned it back on and the AC worked for about 3 hours until the problem came back. I called the contractor and they sent another technician who found the electrical wiring to the AC unit was starting to melt! so he cut the wires and remove the melting wires and turned the circuit back on and the AC again worked for two hours. The next day and for the third time I called the AC contractor once again and requested a technician, the tech arrived and discovered my AC unit compressor was badly damage and because the unit was so old he would request AHS to replace the unit due to parts not being available for our AC unit du to obsolescence.
After waiting for two weeks for AHS to call me and schedule the AC replacement and not receiving a call from them I decide to call their office. I called on 7/29 and was informed by a customer representative that parts were ordered and I should be receiving a call from the technician to schedule the "repair" so I was confused because the technician had informed me on their their visit that parts were not available and I was going to need a replacement not a repair but I figure parts were found and my AC was going to get repair.
I did not hear back from anyone so on 8/4 I called AHS and was informed by an extremely rude dude that I needed to be patient and wait for parts that were already ordered and would be arriving soon. I have called everyday from 8/4 until 8/16 and was informed parts were on their way but 8/17 I asked to speak to a supervisor, she informed me parts were NOT ordered and I needed to wait because I was not the only customer waiting for parts/ Either AHS or the Contractor is lying to me. On 8/18 I was informed our AC will not be replaced. I continue my wait. Liars
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.
Aug. 19th, 2022
Becki Wallace Shrewsbury, MA
Bottom line AHS is more trouble than it is worth. You have to pay $125 every time they send one of their people out and they looked to find a way to not cover my broken AC unit saying it was a preexisting condition which there is no record of and I just bought the house. Also things were working well and then they weren't working so not sure how that is pre existing. They also refused to email me a copy of the denial and said it was mailed and would arrive in 7-10 days. That was weeks ago and I have not yet received it. They were not apologetic and when I asked to speak with a supervisor they said that can take 48-72 hours. That request was made 5 days ago and no one has reached out. I never got a satisfaction survey or anything. I get the impression they are working hard to find ways to not help and wish I had kept the money I paid them since they don't seem to cover the things that need repaired. I could have used that money to fix the unit on my own and saved the time and energy dealing when them on the phone and writing this to try to help others avoid the stress.
2 years ago
Reply from American Home Shield
Hi Becki, Thank you for your feedback regarding American Home Shield and your most recent service experience. I would be glad to speak with you to assist with the issues that have occurred.
Aug. 12th, 2022
Tee S Dayton, OH
This by far has been the worst experience from a company, providing a service I pay for. I put in my claim July 5 in regard to my refrigerator. On Aug 4, I received a call that one of the parts was not available. The call was from Atomic Tech. To be without a refrigerator for a month is actually inhumane and unrealistic. To think a person, and a family can be without a necessity for that long a time is actually foolishness. Never did AHS try to check in to see if the part came in or anything of the sort. THEN after all that on Aug 5, I get an email about a replacement refrigerator. Let me be sure to mention I called AHS on Aug 4 too (probably my third call to them). That's when they advised the part was ordered through them. I then lodged my concerns/complaints because it was truly unacceptable. It is actually sad that it came to this, which means I could've had a new refrigerator weeks ago. If a refrigerator has to be "rebuilt" that's a sign it should be replaced. I should've maybe received a food stipen, something for my troubles. Think about it, you pretty much have to almost buy food daily. If you cook, you can't store it. There's only so many things you can eat without needing to store in the refrigerator. All in all, this matter has handled poorly. AHS is a good service to have if you're a homeowner. They have to be better about decision making though. Stop trying to cut corners and save money at the expense of your customers. We do pay for it! I'm certain the amount of time I've had AHS, I have certainly paid for/earned a new refrigerator. At least I can finally say a new refrigerator has been granted, just sad it took this long to get here.
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.
Aug. 9th, 2022
Prashant Sarswat Salt Lake City, UT
I am very agree with most of the reviewers who have given one star to this company. I will give 0.5 stat to this one. Many reasons: they just want to take money and will always run away from the problem. I am struggling with ac problem, and several times they sent technician to repair, every time I end up giving several hundred dollars for refrigerant cost, apart from their one time service fee. But they never addressed the problem. I end up paying approximately ~ 1000 dollars for this but none of technician solved the issue. This time once again I paid their one time service call fee and this company has given me a "quote" of 810 dollars for excess refrigerant cost with a reasoning not covered is "normal wear and tear". Who is responsible? Why not they solved the problem in first time? Why they have taken money from me without solving the problem? If they never addressed the problem, why they are asking money again. How difficult to deal with such type of company, where you are paying several hundred dollars for the contract, service fee and top of that, they will never take responsibility to fix thing. This is one example, another one is also equally interesting. There was a problem in my furnace, they came and try to fix that and one of the technician made problem worst. A Technician concluded that parts of that furnace are not available and it is not repairable. In that situation, the warranty company needs to change the furnace. However, they asked me to pay 1800 USD . On the 8th of December, 2021, the technician replaced my furnace and I paid that amount to him . I monitored that furnace approximately a week or so in order to evaluate if that is working or not. It was not effective mainly because the capacity of this furnace is 56,000 BTU whereas the earlier furnace was 100,000 BTU. I immediately sent a message to that technician as well as called warranty company regarding that issue. However, there was no action from their side. I tried to call them repeatedly but unfortunately, no response. It has been several months since I am fighting for this issue but guys no response. It is something like you want to repair your car, and warranty company will give a bicycle for replacement. So good luck to you, if you want to go for this company.
2 years ago
Reply from American Home Shield
Hi Prashant, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.
Jul. 22nd, 2022
Ryan Vallejo Dallas, TX
I don't even know where to begin. They sent a guy that was trying to sell me a new unit from the time he got out of his car. His company is Texas best heating and air. Then he lied on his report stating I was missing air ducts which I wasn't and he never entered my kids rooms to count their air ducts and said they only had one when in fact they have 2 in each room. I called a week later and was told they denied the claim due to missing parts???? What missing parts?? It took a full month and alot of escalated calls to supervisors before a person told me she would get a second opinion out. And she did. More time went by and I continued to call AHS told me that the 2nd opinion said I was not missing parts and they would get the authorization team to complete the work order now prior to this I had spoke to a supervisor that stated that Texas best heating would not ever return to my house. So guess what the authorization team authorizes Texas Best Heating to do the work this is 2 months later... what is going on up there?? My mother in law had a heat stroke and had to got to the hospital. It has been in the 100's everyday. I've had to rent 2 window units to attempt to cool my home down it's still in the 90's in my home. I had to put my mother in law in a hotel as she is not able to stay in my home because of the condition AHS has left it in. I am not able to have my brand new grand baby in my home. He was also hospitalized after coming to visit and the doctor wrote because he got overheated. Every time I call and I've called numerous of times, approximately 30+ times in the last 2 and 1/2 months. This is absolutely ridiculous... I hope a lawyer sees my review and helps me sue the crap out of you for doing this to me and my family. This is grotesque treatment for any one to have to go through!! Please follow up and do your job!!!
2 years ago
Reply from American Home Shield
Hi Ryan, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.
Jul. 18th, 2022
John Orlando, FL
Been with American Home Shield since 1981. AHS does not fix, repair or replace anything at all-period. They have gone done hill over the last few years and need to be shut down. The vendor will come out walk around, take a couple of pics and leave. I have had customer service on the line. Confirm the process and that the item is covered. Repair vendor comes out and always the same old thing. You get every excuse in the business as to not doing the repairs. Do not buy this companies service. The 5 star website reviews are a joke. Read the reviews off website. BBB reviews. I've had to file several times with the Florida State Attorney Generals office with this company to get money back and have vendors stopped from doing business. Just remember buyer beware on this company
John H
2 years ago
Reply from American Home Shield
Hi John, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred. Please provide your AHS contract number.
Jul. 12th, 2022
Bonni Canary Canby, OR
AHS denies coverage on optional items you paid them to cover. They promised septic tank cleaning if there was a problem in the first year. We had a problem and they attempted to deny it. Our sewage ejector pump needed repair and they denied on the basis that the float (that has to be purchased separately to fit the situation) was not part of the pump. Then they denied coverage on our well pump which went out over Thanksgiving weekend. We had company at the house and we could not flush toilets, shower, wash the dishes etc. I called AHS several times and sat on hold for over an hour. No one ever picked up. We got someone out to replace the well pump and they denied coverage for failure to obtain a pre-authorization. Yesterday we lost water again and I called a plumber who directed me to the well company we had used. I called AHS to get Pre-authorization and they wouldn't give it to me! We didn't know for sure what the problem was so she just said water pressure wasn't a covered item and the well pump would be covered by the 1 year warranty so she wouldn't authorize service! If this is the best company in the industry I would hate to see the worst.
2 years ago
Reply from American Home Shield
Hi Bonni, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.
Jul. 6th, 2022
Barbara Gold smith Oklahoma City, OK
We have 4 cars and a home shield . My air conditioner went out and IV been getting the runaround for 6 hours of on hold, callbacks, etc. My husband is in life support and we can seem to get anyone to our home to fix the problem. It has been a !omg hot day w interior heat in the home of almost a 100 degrees. Iv been patient buy patience is running out in fear my husband may be pushed to the limit of heat exhaustion. They seem to have no care nor regard for elderly people or human life. We ate on fixed income and hotels ate so costly and woul CD cause us not to be able to Afford medications if we were just to go to a hotel. I'm telling all this is not the insurance if you need air conditioning or heat. They were quick to informs me that their po!icy reads that it maybe up to 48 hours before someone comes out. I have been p!aced on hold and waite CD thirty to fourth five min just to be hung up on Nd have to ho through the process and situation about five times. This is not good customer service nor would I recommend it to anyone that I know. I am fixing g to cancel all po!acts and go somewhere else. Its a joke . If something happens you could freeze to death or die if heat exhaustion before they even sent anyone for help. I have Che checked my ?local town and heat and air people are available. I just can't get it outsourced due to their inabi!it to do so. Its 9 o'clock and I have worked on this non-stop since 2pm. I warn all who even think about giving their business to home shield\carshie!c to run . not wa!k. But run to a better company with a better working system w better customer service. Its all BAD!!!!!
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed
Jul. 5th, 2022
J Austin
AHS sent out a 1 star rated company to inspect. They tried to sell me new units. Wrote up a bogus report on one of them that resulted in a denial. AHS refuses to send out a new vendor to inspect which is my right under the policy. BBB complaint is pending resolution. Do not use their this service. They are terrible, customer service representatives will frequently put you on hold and or disconnect the line as they are unable to escalate to a manager who actually has authority to do anything. I've waited over a month frequent multiple calls a week back and forth no correspondence for them whatsoever via telephone or email unless I call in for first. It's always "we will call you back 24 to 48 hours, we are researching the file"
2 years ago
Reply from American Home Shield
Hi J,Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred. Please provide your AHS property address.
Jun. 27th, 2022
TANIA T Bradenton, FL
I've been with AHS for over 4 years. My contract started off at $40+ and now it's $61+.
1. Hold times are usually long.
2. Speaking with someone you can understand is hard.
3. If you need to escalate an issue, they leave you on hold hoping you will hang up so you won't do the end of call survey.
4. I wanted to cancel my contract and they told me they will charge me an "administrative fee".
5. My A/C is not working. when I scheduled the appointment I was told I would have to wait 4 days before the repair company could call me just to schedule the appointment. When I tried to cancel that appointment and reschedule with another company I was told by AHS due to AHS regulations I could not schedule with another company. I made one phone call and found a company to come out the same day.
6. I had another experience with AHS where my hot water heater needed to be replaced. The repair company came out and put in a request with AHS to have the water heater replaced because it could not be repaired. Once I received the estimate from the repair company, I would still need to come out of pocket over an additional $600, and they were trying to charge me for parts I didn't need. Once I questioned the repair company they stopped returning my calls so I bought a water heater from Home depot for something over $500 (cheapest they had for the size I needed) and paid someone $350 to install it, including the additional parts needed. AHS sent me a check for $474, which didn't event cover the cost for the cheapest water heater comparable to what I previously had.
7. AHS makes it very hard to leave a legitimate review. Don't be fooled by all the "positive" reviews you see. I will be cancelling my contract.
A home warranty isn't worth it. Especially not with American Home Shield. Dealing with the hold times. Scheduling service calls online doesn't always answer all your questions. Repair companies that are not vetted, who take advantage of customers. $100 per service call plus additional costs for parts IS NOT WORTH IT!
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.
Jun. 20th, 2022
Laura Harding TX
My AC went out on Sunday night. AHS brags about 24/7 service requests but fails to mention that nothing will be done until the next business day. I understand they have to wait for companies to be open, but don't tout 24/7 if it's not actually 24/7 service. I called Monday morning and while the people from the Philippines are nice they do seem to have issues with telling days. I submitted my request on the 12th and 2 days later they are referring to the 12th as yesterday. It is 2 days later in extreme heat. I am still in "pending assignment" status. All the helpline does is read from a script. I've talked to three different people and they all read me the same script verbatim. I have asked to have the issue escalated and they state it is escalated but will not allow me to talk to dispatch, or find my own service provider or give me any options. We basically talk in circles with me asking questions and them reading the same scripted lines over and over.
Did I mention I am in Texas with no AC. It was 100 yesterday, inside of the house got up to 95. I have had experiences with busted ACs many times in my life and typically I can get someone out (even in the busy season) in 1-2 days. With AHS I am waiting 2 days to get a company assigned and then i'll have to wait for them to fit me into their schedule.
At this point I would never recommend AHS to anyone, not even my worst enemy. There are a few items in a home that should always take priority in a queue. Water, Electricity, Heat in the northern states and AC in the southern states. Nice to know my AC broken in 100 degree heat is sitting behind Joe's request to have his home rekeyed, or Sally's request to have a checkup done on her system. Goodness knows there are no real priorities in livability, a checkup is just as important as a necessary non-functional item.
Rant over, but buyer beware.
2 years ago
Reply from American Home Shield
Hi Laura,
Thank you for sharing your feedback about your most recent American Home Shield experience, I would be glad to speak with you to assist with a resolution to the air conditioner repairs that need to be completed. Please provide your AHS contract number or property address.
Thank you for sharing your feedback about your most recent American Home Shield experience, I would be glad to speak with you to assist with a resolution to the air conditioner repairs that need to be completed. Please provide your AHS contract number or property address.
Jun. 15th, 2022
Ken Schuylerville, NY
Terrible customer service. Would not honor one claim for a lousy technicality which resulted in water damage. One claim was mysteriously canceled and I only found out by calling a week later and sitting on hold for 20 minutes. On another claim they were unable to provide service for a broken hot water boiler, and after 72hrs of no hot water, no baseboard heat (in December), nor any resolution on their part despite me calling and begging to find a repair tech, I was forced to fix it out of my own pocket and now I have to research suing them in small claims court for breach of contract. 0/10 would not recommend this company.
2 years ago
Reply from American Home Shield
Hi Ken, Thank you for bringing your most recent experience to our attention. I would be glad to speak with you to discuss the issues that occurred. Please provide your AHS contract number or property address.
Jun. 10th, 2022
KELLY
Good service and prompt response. Phone answered quickly
2 years ago Edited January 10, 2024
Reply from American Home Shield
Hi Kelly, Your feedback is more than appreciated and we hope you continue to enjoy your AHS home warranty and the coverage we provide in a timely manner!
Jun. 2nd, 2022
Michael The U San Antonio, TX
I was overcharged for freon in our A/C early in our policy. AHS promised to pay us the $140 overcharge back. Called them 5 times over the past year asking where's the money. Answer was always the same, it's being processed. I just today (6/1/22) called and asked them to roll the $140 into my renewal price for next year. They wouldn't do it - complete lack of integrity. Now I have a new contract with Choice Home Warranty - comparable reviews and coverage, and a far better price and service fee.
2 years ago
Reply from American Home Shield
Hi Michael, Thank you for sharing your feedback about your most recent AHS experience and the repairs that need to be completed. I would be glad to speak with you to assist with a resolution. Please provide your AHS contract number or property address.
Jun. 3rd, 2022
Review Source
SAABIRAH Macon, GA
Their clients take way too long to fix things. It seems like they start at the top of the alphabet to pick a repair company. Change things up AHS! Pick other companies from the middle or bottom of the list. Some of the companies at the top of the list aren't that good.
2 years ago
Brad Cincinnati, OH
I have been an American Home Shield customer for a number of years across a number of homes, and never have I experienced a more unprofessional experience than I have recently. AHS has outright refused to provide assistance in replacing my water heater. Despite multiple calls, over 10 agents, and hours of my time trying to simply have the contractor call me, AHS has refused to assist in any capacity. Each agent just re-reads the same information and script. Unfortunately, it appears that most of the agents do not have proficiency in English enough to address issues that deviate from their script, which makes the conversations impossible to have with agents failing to actually respond to a question. AHS refused to follow-through with calls from supervisors, escalations, or to have their contractor actually complete their work. The agents continually lie or refuse to assist. Ultimately, American Home Shield takes hundreds of dollars from customers and refuses to follow-through with the work.
2 years ago
Reply from American Home Shield
Hi Brad, Thank you for sharing your feedback about your most recent AHS experience and the repairs that need to be completed. I would be glad to speak with you to assist with a resolution. Please provide your AHS contract number or property address.
Jun. 1st, 2022
Review Source
Patricia workout Cary, NC
The technician showed 6 hours late, very apologetic gave us one story and then gave the person we had meet him at the house another, (for why he was late). Second, after deciding the WH could not be repaired, told me it would be 3 days before AHS would contact us with the details on a replacement (that was on a friday) I called AHS the following Wednesday snd their tech the following day, to follow up because I had not been contacted by anyone and AHS is telling me they don't have info and the tech is telling me they sent it. Either way, I have no hot water going on 3 weeks. We switched from Choice to AHS because of their ratings but so far they are NOT fulfilling their contract and have given us a huge headache. So far...no good. Complete run around and problems so far
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.
May. 27th, 2022
Mark L. Gordon Van Nuys, CA
I would expect that the founding company for Home warranties would be the pinnacle of propriety. My experience with AHS in California left a bad taste in my mouth and then with a purchase of a home in TX that came with the AHS, I was concerned. Under the bad weather of 2021, I had no issues with the house. In May 2022, one of the AC units failed. According to AHS' contract they should have repaired the coils and replaced the coolant and taken care of the contiguous issues. The AC company took advantage of AHS refusal to pay for the contiguous repairs and hit us with an inflated bill. I have further comments but they are not based upon facts, for now, but on perception.
2 years ago
Reply from American Home Shield
Hi Mark, Thank you for sharing your feedback about your most recent AHS experience and the repairs that need to be completed. I would be glad to speak with you to assist with a resolution. Please provide your AHS property address.
Jun. 1st, 2022
Review Source
Mark Gordon Santa Clarita, CA
They failed to honor their contract to me. They took my money but refused to pay for an AC repair which was not excluded in their contract. A 30min waiting phone call where I requested to speak with a supervisor generated from the representative a repetitive, "they are going to tell you the same thing I am telling you." They offered to pay me off which I denied. I just asked that they honor the contract. What their contract says: 2. AIR CONDITIONING COVERED ITEMS: All components and parts of the following air conditioning systems: Ducted central electric split and package units – Geothermal – Evaporative coolers – Wall air conditioners – Mini-splits. When repairing or replacing a Covered Item, if such repair or replacement requires component or part upgrades to maintain compatibility and/or compliance with SEER (Seasonal Energy Efficiency Ratio), HSPF (Heating Seasonal Performance Factor), or refrigerant standards, AHS will cover such upgrades and will also cover necessary associated upgrades to duct connections, plenums and indoor electrical lines up to and including the disconnect.
---- they refused, and I was left with a broken AC unless I paid the AC company $1,215.00 in addition.
2 years ago
Reply from American Home Shield
Hi Mark,
I hate to hear about the American Home Shield experience that has left you unsatisfied. I would be glad to speak with you to assist with a resolution to the AC repairs.
I hate to hear about the American Home Shield experience that has left you unsatisfied. I would be glad to speak with you to assist with a resolution to the AC repairs.
May. 26th, 2022
Review Source
Cheri Smith Murrells Inlet, SC
Home Shield contacted an appliance repairman quickly so he could come out and fix my ice maker. He was prompt and extremely helpful. I was one happy customer.
2 years ago
Reply from American Home Shield
Hi Cheri, Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.
May. 26th, 2022
Nicole Summersett Milwaukee, WI
Like most insurance companies, nothing is ever actually “covered”. After paying $100 after specifically calling to ask if my window unit would be covered, they said it needed to be completely replaced. While they do cover the replacement, I apparently don’t have the “modification” insurance which means putting insulation around the AC unit. They also said they won’t cover the electrical work needed to instal the new unit even though they cover electrical work in general.
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.
May. 26th, 2022
Huili Cheong Scarborough, ON
I would have given zero rating if that was one of the options. The contractor assigned to diagnose the issue with the appliance found the issue since end of April and recommended that the appliance be replaced because it would cost more to fix. Each time I called American Home Shield; the representative would tell me that they are escalating the issue and I would get a response within 48 hours. I never got any response from them and the appliance is NOT repaired or replaced to date. I was told by AHS that they did not receive the report from the contractor; and they are waiting for the contractor’s report and their system shows that the issue is still under REVIEW? The contractor on the other hand confirmed to me that the report was submitted to American Home Shield on May 4th and they are unable to re-submit the report of the diagnosis. The contractor has also confirmed that American Home Shield has already paid them to diagnose the issue when the report of the claim was submitted to them on May 4th. I reported this issue since April 17th and it is over 1 month and AHS has not done any repair or replace the unit!
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.
May. 26th, 2022
Review Source
KATHY Annapolis, MD
The response to my problem, was great! Definitely recommend to homeowners that have older houses. You just never know when something is going to break.
2 years ago
Reply from American Home Shield
Hi Kathy, Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!
May. 24th, 2022
Review Source
Janet Jones Olathe, KS
The service utilized to repair the craft icemaker ordered it before they came to the house. Instead of two service calls, it was all handled in one appointment.
2 years ago
Reply from American Home Shield
Hi Janet, thank you so much for taking the time to provide feedback. We are so delighted that you rate our service as 5 star as we strive to provide just that for all our customers. We Look forward to servicing you again soon. Best Wishes.
May. 26th, 2022
Review Source
ROLANDO San Benito, TX
If I could leave zero stars I would they want people to buy the insurance and forget they have it. They will not let you speak to a supervisor nor will one call you back. I have been a customer for over 10 year with over 20 homes but the last 3-4 years have been terrible. AHS does not want people like me with many renters or people to ask them questions. Parts take 3-6 week and that started before covid so they can't blame covid. Again I would avoid this company they have started great but thats was a long time ago. I have canceled 13 properties this year alone but has one person from AHS call to speak to me on why. NO!!!!!! They don't want people like me that have rentals they want the home owner who buys the warranty forgets they have it.
2 years ago
Reply from American Home Shield
Hi Rolando, I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you to assist. Please provide your AHS contract number or property address.
May. 20th, 2022
Review Source
Roy Askren Junction City, KS
Come through every time, great company if you are on a monthly budget and don't have $thousands of dollars laying around to repair or replace critical equipment.
2 years ago Edited January 10, 2024
Reply from American Home Shield
Hi Roy, Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.
May. 24th, 2022
Review Source
Frank Kwan Gonzales, LA
The installer did it;s job well. I still have to pay $2600 plus out ot pocket. Its not the installer's fault. Just not covered on the policy. Tough luck.
2 years ago
Reply from American Home Shield
Hi Frank, We appreciate your feedback and hope you continue to enjoy the coverage American Home Shield provides!
May. 25th, 2022
Todd Orston Atlanta, GA
DO NOT USE! I have had similar home warranty protection for more than 20 years, so I believe in the product. But, over a YEAR has passed trying to fix my free standing ice maker. Multiple subcontractors sent to my home. Some show up, analyze, and then never contact me again. Some take the unit away and return it, still not working. Another has replaced multiple parts at different times, and it still does not work. In fact, it appears the unit is more damaged than it was originally, But at least they have a customer service department. Polite, but a joke! Try calling 20+ times with no resolution. Jump through countless hoops only to be met with shallow apologies and empty promises to resolve the situation. I am actually on hold as I write this. Seriously, this shield has gaping holes in it and you should look elsewhere for your home warranty protection.
2 years ago
Reply from American Home Shield
Hi Todd, I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you to assist. Please provide your AHS contract number or property address.
May. 24th, 2022
Arnold Castano Redlands, CA
This company is the absolute WORST!!!! There customer service is so bad and very hard to understand. I have been with them for 6 years and in the last 6 months have had to use them twice and both experiences have been HORRIBLE. My upstairs tub had a leak which caused water damage on my downstairs ceiling. The technician came out, found the leak and said he needed to replace the cracked section of the pipe with a new section. AHS denied the claim saying it was a "modification" and the contract doesn't cover modifications. I spoke with Customer Service, which was useless and ended up having to pay someone out of pocket to fix the pipe. Now my air conditioning unit is out. The technician that came out let AHS know that the AC unit is not reparable and that I need a new condenser and evaporator coil. AHS is not covering this repair because they are once again stating this a "Modification" and modifications aren't covered by the contract. When I pressed them further they stated that the new unit has different parts then the old/useless unit, therefore it's a modification. I called the technician to ask about the parts they told me that wasn't true, that AHS is saying that and chose to itemize all the various parts in order not to cover the cost.
THEIR GO TO IS TO CLAIM SOMTHING IS A MODIFICATION AS A LOOPHOLE TO NOT COVER COSTS.
AMERICAN HOME SHIELD IS A FRAUDLUENT COMPANY. PLEASE DO YOURSELF A FAVOR AND CHOOSE ANOTHER HOME WARRANTY COMPANY.
2 years ago
Reply from American Home Shield
Hi Arnold, Thank you for providing us with feedback about your recent experience. I would be glad to speak with you to assist with a resolution.
May. 17th, 2022
Tim Donner Washington, DC
Our real estate agent talked us into American Home Shield for our two properties and it's been nothing but a nightmare. They will send people to repair an item for $75, but when we had a microwave that the GE repair service said could not be repaired because the part was no longer available and told us they were recommending to AHS that the unit be replaced. AHS ran us around for almost a month, through at least TEN phone calls, acting as if they never got the report from GE, saying repeatedly we would receive an email and we never did, delaying, delaying, delaying. In more than 60 years of life, I have had some scams run on me, but nothing like this - under a veil of legitimacy. We finally threw up our hands and cancelled our policies - after they made us wait on hold for almost half an hour, of course. PLEASE do not use these people. You will regret it if you ever need any covered item replaced.
2 years ago
Reply from American Home Shield
Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.
May. 16th, 2022
jeff farrell St. Petersburg, FL
I sent in a repair request for service on my microwave and refrigerator. they contacted an appliance repair company that took several days to come out and try to repair the problem. They could not repair either item and said they will be back when they have the parts. This went on for several months. I placed 6 calls into American Home Shield Reps. They could not get the Repair people on the line each time and said they would call me back. They never called me back and the work was never done. After 3 months they wanted me to send in another service request and asked for another $ 100 deductible. In addition to this problem their system did not capture my $ 100 deductible payment. i sent their receipt and my Visa statement showing the payment to the billing department 3 times and they still tell me they did not receive payment. The customer service rep's are limited to what they can do when you have them on the phone and you can never speak to a supervisor to solve a problem. Horrible system to work with when you have a problem
2 years ago
Reply from American Home Shield
Hello Jeff. Thank you for letting us know about your concerns regarding your Microwave and Refrigerator. I am sorry to hear that you had such difficulty. I would be happy to speak with you to assist with this matter.
May. 4th, 2022
Akanksha Sharma Los Angeles, CA
On 1/13/22 we requested AHS, our home warranty for help with our appliance, a Wolf Range. They assigned the case to a terrible company in the area even though it has barely a rating of 2. It was a very painful process to even get a person out to us, they said a part will be needed for the element. Now it I has been 5 months. We have had a few visits either physical or virtual lasting no more than a couple mins each from the appliance repair folks, each time they just take a brief look and decide a new part is needed, and then there is the wait for the part and another appointment. When they come back, another part is missing.
AHS has no clue what the diagnosis is, and today an agent told me that they have no reports at all. For 5 months they’ve been paying this appliance agency and authorizing parts, but neither them or the appliance company was able to tell me exactly what the issue was and how it’s being repaired with all these magical parts. However, the range cannot be replaced “because the appliance company hasn’t explicitly told us that.” AHS is paying them for each visit but there is nothing on file for what’s wrong. There is no “end period” for how long this could keep going on per AHS. I was 4 months pregnant when this started, now I’m having the baby next week. I could have a toddler and still be waiting for the right “part.” Given these technicians have barely spent 20 mins total with the range and no one can even speak intelligently to me about the issue, I am not confident in the work at all. AHS has told us we cannot use anyone else so we’re held hostage to this terrible company and their whims. I can’t even trust that my family will be safe around this range once “repaired” though it may be a dream that it’ll actually work.
We had renewed our warranty w AHS but now regret it - this company does not know what it’s even paying for and does not care for its clients at all.
2 years ago
Reply from American Home Shield
Hello Akanksha. Thanks for letting us know your concerns regarding your Range. I hate that your experience was not what you expected. I would be happy to assist you with this matter.
May. 5th, 2022
Deputydawg Georgetown, TX
If there was a lower rating than 1 star I would give that. I had a water heater go bad and called to get it repaired or replaced. They promptly charged me $125 for service call and sent a contractor out that was less than caring about doing the job. Even suggested that I take the payout on my water heater and use my own plumber! Over the next two days I called and left messages for them to call me back and to this date (10 days later) they have not called me back. When I called AHS to inquire as to how to be claim my payout so I could get my own plumber the rep I spoke with told me that I couldnt get the check until I provided a receipt for the work done. This was totally contrary to what their website said. It said that I would be paid upfront and then I could pursue my own plumber. I had to speak to a supervisor to clear that up and she acknowledged that the rep was wrong. Keep in mind I had a minimum of a 30 min wait each time I was transferred. I finally received my check today and I called to cancel my contract. After being transferred 3 times and at at least 30 min each transfer I got it canceled (I think!!!). Each rep that I went through tried to talk me out of cancelling and would talk over me and made every excuse in the world to prolong or prevent my cancelling. Each rep had to ask me again each time why I was cancelling so I had to repeat this story 3 times and they still tried to talk me out of it. This is a money grab operation at best. I still have trouble wrapping my head around the fact that THEY had poor service, poor contractors, and no knowledge of how the reimbursement is supposed to be handled and they still charged me another $49.99 to cancel even though it was due to their poor service. Every time you talk to them it costs you money, including my monthly payments to them every month. Horrible experience, nothing but a flim flam operation to milk you out of money. You are better off just saving $60 a month set back to fix your own problems.
2 years ago
Reply from American Home Shield
Hello. Thanks for letting us know your concern regarding your Water Heater. I hate that your experience was not what you expected and I wanted to reach out to offer my assistance.
May. 5th, 2022
