American Home Shield Reviews

Recently my pool heater wasn’t working so I contacted American home shield and they sent out a technician from J&J pool services. The contractor got my pool heater to work they said they replaced the high limit switches. When I turned it on it caught fire. I contacted American home shield again and they sent the contractor back out. The contractor then said but the reason my pool heater caught on fire was because of lack of water flow. I called American home shield back to get a second opinion and that contractor told me that JNJ pools did not replace the high limit switch on the heater and they bypassed the safety switch which caused my heater to catch fire and almost burn down my house. The report was sent to American home shield and they denied my claim to replace my heater and are giving me the runaround. American home shield used a negligent company that lied about their work and now American home shield will not take responsibility.

Legit one of the worst companies I have dealt with. Contractors pool was terrible, random charges they refused to refund. My heat went out in the winter and somehow a month wait was acceptable. My garage door fell off, but oh they don't cover garage doors even though my package did cover garage doors. Then my AC died in the summer and once again a month wait, after the contractor didn't show up, I then told them forget it, I will fix it myself but since I called to report the issue they charged me $125, which they claimed to be nonrefundable even though service was not conducted. Save yourself the trouble and steer clear of this company.

I submitted a claim on my hvac system on august 14th. They sent someone out within a day or two. The company said I needed to change my filter. I did this. It still didn't work. They sent the same company out again. This time they said the compressor was bad. American home shield requested sent another company out for a second opinion. They said the same thing. The second company explained to me that the compressor wasn't available and that we would need an whole new system. I have reached out to AHS several times over the past 2 months with no relief. Yesterday they called and offered me less than 1/4th of the money that it will cost to replace the system. I told them that wasn't what the contract said. He said he had to work hard to get that amount. I said that wont work and that I would need to speak with someone above him. No one has called me back. They are horrible. Luckily our house has two systems.

Long story short: They provided good service just long enough for the contract to go into effect. Ultimately, this is one of the biggest wastes of money and time in my life. My initial contract rep was excellent and professional and was the reason I signed up on my first call. In the initial 30 days I was able to apply the best discount I found. All in all this appeared to be a fantastic investment. The subcontractor's service day was when I was out of town, but we coordinated them using a key for entry. If they did the work, I didn't see either appliance fixed. I haven't heard a word from them since to know if they weren't able to get in. When I realize they didn't do the work, I requested a recall. For whatever reason, again, the subcontractor hasn't responded to me or AHS since September 14th. After multiple attempts to reach the subcontractor, I figured I'd just go back to AHS to have them find a new subcontractor. The first rep I spoke to insisted that I we should just contact this subcontractor and give them a chance to come back. Then the second rep days later said the same thing. Then the third rep a week later said the same thing. All the way to the point where I got completely frustrated and wanted the service call canceled and out of my contract, the only thing the reps would do(other than meaningless apologies) is offer to reach out to the subcontractor. No one rep ever called me back, so I always was expected to tell the story again like a Law & Order rerun. They also refused to escalate the call to a manager level person since all of them kept using the same excuses of what they couldn't do. So now I have canceled the service request, and seeing what kind of customer service they have for me one month into the contract, I got out of it. They apparently feel inclined to claim I breached the contract, apparently convinced they held up their end of the bargain by charging me on September 11th for work that wasn't completed up to my cancellation date of October 8th. In fact, they charged me 4 times in September, apparently one extra service request charge even though I specifically requested a callback, not a new service. Instead of simply giving me my money so I can go find a reputable organization, they are trying to charge me the "remaining" amount for breaching a contract. Hands are tied when it comes to getting my appliances serviced, but have all the energy to do calculations and paperwork to charge me more money for doing absolutely nothing.

From AHS: “Hello Joshua, Thank you for being our valued warranty member. I have been assigned to your service request and I am now reviewing it and will be in touch with you tomorrow. I will be your primary contact working to resolve your service request, please feel free to contact me directly regarding this matter. Carnisha Jones | Senior Service Resolution Specialist O: 866-862-4508 Ext: 300 After 7 days without heat, here’s my response: ” Carnisha, I am copying my mom, 2 realtors and their deputy, Erica Duncan. I want you to stop what you’re doing, put down your pen and push back from your computer. I want you to do NOTHING but read my email. We moved into the home on Oct 10th and tomorrow will be one week without heat, hot water, or the ability to dry your clothes. YOUR COMPANY was contacted days before we drove up from LA to take possession of our new home. NW Sundance, yeah, they have a 2.7 rating and PAGES AND PAGES of Better Business Bureau complaints. In fact, they are the lowest rated (Yelp and Google) than any other plumbing company within a 48 mile radius of my home. As far as I’m concerned, they are an extension of your company and as such, I am holding AHS 100% responsible. HOW DARE YOU contact me with an email stating that you need ONE DAY to review the file? Lady, we’ve been without heat for 7, a day is an eternity to us. Besides, WHAT DO YOU HAVE TO REVIEW that takes more than 20 min? I want you to think of things this way because it’s how I think of them and the fact that you don’t is even more concerning. YOU personally are standing in the way of an elderly person having access to heat. Our home gets down to 48 degrees at night without access to heat. Do you know how difficult the cold is on an elderly person? TEN TIMES HARDER than the impact on you or me. It’s criminal and I am using that word intentionally. So, while you’re kicking back and reviewing the file, we are FREEZING in our own home in the beginning of winter. SHAME ON AHS and SHAME ON YOU if this isn’t done TODAY. Now, grab your pen and slide closer to your keyboard. You better hit “forward” on my email and get this issue in front of your VP because I won’t stop or give up until this situation is rectified. Your failure to act is causing us physical harm and you need to remember that. Your company’s insatiable and relentless search for more revenue in exchange for less customer service is physically hurting two human beings.”

If that is the case, why are denying my claim? My refrigerator filter is broken and each time I replace it floods my kitchen. The foreign representatives that you have working for this AMERICAN company do not understand that. The technician noted that and reported it, but they are still saying it is the water filter. Should I keep in and flood my kitchen further? Will you pay for the water damage and subsequent mold damage? This company is horrible and I can see why you have a lot of lawsuits. So when the tech comes and puts in the filter again, and my kitchen floods, again, I guess you will pay for the damage and a new refrigerator.

Horrible customer service. My AC has been broken since June 1st. The assigned technician is non-responsive terrible misdiagnosed the system once already. I can get no answers from the service representatives at American Homeshield, they have a very strict script that ends in them calling the assigned technician. I understand COVID has caused delays, etc. My parts were originally supposed to be in stock on July 27th but were not. My parts have been at the assigned technician's shop since August 20th. For 20 days now, I have been calling both the assigned technician and American Home Shield, and all they will tell me is to wait. The technician always has an excuse, the truck broke, he doesn't have enough help, he is overwhelmed with work. American Homeshield states they can not help.

American home shield is an scam. When you call to join, they promise you so much but when you call for your first service, they don’t do any thing. First they charge you and then nothing. I called the over 20 times they played with me and keep saying that they will send some one but they didn’t. I asked for supervisor to talked to me , they said she is not available and will call me, but never did. I asked for my money back they didn’t return my money. I wanted to cancel , they said I will be charged a cancellation fee. I feel like I was rubbed . I wish some was helping me. American home shield should be stopped from doing a business.

Beware! Paid them for several years. When it came time for the AC to be fixed, the company they sent Total Air Care claimed they would not fix unit because they felt someone had tried to fix it. Total BS. After back and forth for 12 days AHS declined claim. When I went to cancel 2 policies, I had with AHS I was contacted by Toyal R who promised she would work on claim and personally call me. Ha Ha! Never received call from her but instead a call from the call center at AHS to say sorry no fix! Look at Select Home Warranty. Lower service call outs and very reliable. Sorry AHS you’re great taking our money but fail to provide the customer service and promise to fix. P.S. it was 2 wires that was loose outside to get AC back up and running!

100% terrible. After seeing all these bad reviews in pretty much every corner of the internet I now understand why the AHS reps weren’t at all worried about my threats of posting bad reviews. This company has an entire department to deal with the scores of people they wrong! For the second time in a month this company has completely screwed me over. The first happened at the end of July when my HVAC system died. The second was this past week when my refrigerator went out. I’m disabled, on a fixed income, and can’t repair a lot of things myself, which is why I have the home warranty. This company is the biggest joke. They legitimately don’t care if you die from whatever problem is happening in your house. They will let you go weeks without essential components that are jeopardizing your health. I think this is part of how they structure things, so people get so frustrated and worn down that they give in and just pay for the repair or replacement themselves instead of going through AHS - especially since AHS won’t cover a reimbursement if you do that without express permission that, believe me, is VERY difficult to get. This company is ruthless - they’ll take your money every month, but it’s like pulling teeth that are super glued in to actually get the service you’re paying for. Someone needs to remind this company that they’re supposed to be in the SERVICE industry, because they’ve definitely not gotten that memo. The customer reps will tell you over and over again how sorry they are for your experience, but nothing is ever actually done to make it better. News flash - lying to customers and delivering fake “apologies” isn’t providing service, it’s providing a scam.

I have been calling and getting the same line and excuses from AHS since May….it is now going into Sept. My washer is broken and I’ve been going to the laundromat since May. The contractor lied to AHS and they closed out my field, the Contract relations Dept would not resolve it. The sad part is that I have been a loyal customer of AHS for more than 20 years and always recommend them to friends, family or anyone with a new home. I am extremely disappointed at my wits end and don’t know what to do at this point. I keep getting agents who read notes and give me the same line each time

I have American Home Shield AHS for the last 3 yrs never asked for service, my washer needed service do I Called American Home Shield AHS to make an appointment and the service repair Company never called,… SoI called back and advised of the service repair company never contacted me,… so they set up a second one to come out by then I was already frustrated I just went ahead and purchased a new washer. so I called American Home Shield AHS and advice them to go ahead and cancel my my service and refund my $125 fee they said OK it will take five business days this was July 26, 2021 now we’re in August 24 2021 I never received my $125 and they jacked up my monthly fee from $30-$41 a month,.. so when I asked to cancel my service and I insisted of canceling my service or contract they advised me I still need to pay $16 fee for canceling my contract ,.. I will never do business again with this company in a caution anybody about American Home Shield and the way they treat their customers Total Contract Cost as of Cancellation Date: 08/24/2021 Administrative Fee for Cancellation: 125.97 LESS (Total Amount Paid as of Cancellation 117.30 Amount owed to American Home Shield: 16.33 I can’t believe you get charged a fee for canceling!

After one month of waiting for my washer repair, the parts were ordered last Monday. Between the service provider and AHS, they are pointing fingers at each other of who was supposed to order the parts. The process explained to me by the service provider is they submit a ticket to have AHS review and approve only parts necessary for repairs and AHS makes the order. Either way, neither parties know their own process of how this is supposed to work and I cannot get a straight answer from AHS on who ordered the parts (or are they ordered?) or an ETA. After one month and counting, it may seem feasible to just buy another washer machine and contact another company to replace AHS. I've already made it known that I do not want the service provider returning to repair my washer since I do not know who is telling me the stories of delay and dragging their feet.

I have been a customer of American Homeshield for years in many different states. However, my most recent experience has been horrible. Every time I call a customer representative, they are kind and polite, but my issue is never resolved. I put a repair request in for my oven in April 2021, and after many calls, transfers, and confusion, my oven was finally installed at the end of July 2021. A month later, in May 2021 the ignitor on my cooktop stop working. The contractor that they assigned to do the do seems to be avoiding the job because it is now August 23, 2021, and my cooktop is not in working order. The contractor took over a month to submit all of the necessary paperwork to order parts, and he blamed AS. I have called AS roughly every week since May 2021 to get this job completed. The contractor received the parts on July 24, 2021, and told me that he had a family emergency and that he would come to my home the following Monday. After so many claims that he is having a family emergency, I just would like the parts to my cooktop, and a dependable contractor to complete the job. This process has been exhausting, and downright unethical at this point. American Home Sheild has not been helpful, their apologies have been numerous, but their actions show otherwise. I would not recommend AS to anyone at this point.

Awful customer service- took 4 calls and 10 business days to get a return call from a supervisor. No sense of urgency - they assigned me a plumber that was 6 hours away from my property. As if a plumber is going to take a job for a few hundred dollars that is 6 hours away. Then when I contracted a local plumber and got the issue resolved in 2 days, they won't reimburse me because the "guidelines" were not followed. Agent did not advise me properly of the "guidelines" so I pay the price for agent's misinformation when the company had no viable options for a plumber in my area. A leaky toilet cannot wait weeks on end for AHS to get around to sending someone to fix it. AHS acting in bad faith by not living up to their end of the policy. What's the sense in having this coverage if you can't count on it when you need a repair. Very disappointed- will be cancelling policy.

I have been a customer of AHS for many years, have one time 6 houses under the warranty, so kind of a sizable customer.. but nothing really matters, when you need the services. And the warrant do not cover the total cost.. after many experiences, and always get shorted, I give up and canceled. Examples: heater break, AHS bring a company to fix, then you need to pay $900 on top of the warranty!! A/C stop, AHS send a service company, need refill the R22, you pay $600-$1000, but they do not fix the leak, so next year you pay again! In the event that the A/c need to be replaced, AHS do everything to avoid the cost, so you end up with a $1800-$2500 out of pocket for AHS to replace or AHS offer you a cash out check of $385?? When a system new cost 3800-4500. Really, I am writing that so you do not get fool by this company or any other home warranty! (They all the same) Scam you to pay for years, and when you need you will experience a horrible service. (not even talk about the hours on wait on the phone with AHS)… Just save money aside for home issues and avoid the frustrations!! (I am a homeowner like you..)

Buyers Beware! This company is a big scam and needs to be investigated and taken down considering all the horrible business practices it does to all of its customers. Our washer machine broke down over a month ago and American Home shield (AHS) sent A&E Factory Service contractor on 7/10/21 contract # 76850127 & contract # 79736817 on 7/25/21 to fix our washer machine but due to the age of the washer unit, the parts could not be found or ordered and according to AHS policy they will be required to replace the washer machine. AHS did not do so and their excuse was we did not receive the diagnostic report from A&E Factory Service. I called A&E Factory Service many times and asked them to please email AHS and send a copy to myself which they did but up to today 8/14/21, AHS still denies of not receiving the report and will not accept the diagnostic report copy I received from A&E Factory Service. So AHS sends another contractor which now says it may take 1-2 weeks for the part to arrive and may take longer if they find other issues. Our washer is still not repaired and this issue has been dragged on for over a month and a half for a family who has to manage a disabled bed bound adult person living with MS and requires this washer machine every few days. We have constantly made AHS reps and their contractors aware of our situation but they do absolutely nothing about this issue. Is this how a company should treat its paying customers? This is called customer abuse. Furthermore AHS Representatives delete reports/notes from their customers portals to hide evidence from being audited for legal issues. For instance they have deleted 2 other additional contractors besides A&E Factory Service who canceled and did not show up during this past 1.5 months of waiting. It is obvious American Home Shield's main objective is to maximize profit and to be in absolute disregard towards its paying customers. It is a shame that so many customers have suffered and not a whole lot has been or can be done against this company.

I have had their warranty for several years. Most of the time the service and repairs were reasonable, although plumbers seem to be allowed to charge additional hundreds of dollrsr for "required" (non-covered valves or hookups or whatever.) However, now when our a/c went out due to an "impacted evaprator coil and failed compressor," we are told they won't cover it due to the presence of "biogrowth." That word is NOT in their contract. Yes, the contract excludes "mold damage," but that typically refers to mold in a house, air ducts, walls, etc. Mold does not damage air conditoiners, yet AHS refused the repair our a/c due to "biogrowth! In Florida there is always some algae type growth due to the condenser leakage around the air conditioner. The first Ac contractor immediately told us it would not be covered due to the "biogrowth" and then aggressively pushed their overpriced replacement system. I complained to AHS who said they would send a different company and if they disagreed they would fix it. The second contractor came and disagreed, saying that it just wasn't true what the first had claimed and that it should be repaired. But the warranty company still denied it! Its especially tricky as they say all over that they cover items without regard to age or maintenance. I have seen another compl;aint such as this already online. I think AHS is using this "mold" provision to get out of covering a/c units and if it is a pattern, or they have advised their a/c contractors to "find biogrowth" I think its worthy of class-action. I am disgusted and will be dropping them for sure! Update: I had a trusted a/c contractor come who found there was no mold, the compressor and evaporator were fine, but the problem was a capacitor, which he fixed for $250. SO, BOTH CONTRACTORS TOTALLY LIED! I did hear from the company in response to this review initially but didn't realize they needed more contact information, so, please reach out to me again, AHS 8/30 - My contract number is 5319307

American Shield was to have Sears to repair my oven in May. The the repairman informed us that he did not repair stoves, only the freezer that he was scheduled to repair. It took me several calls before I was able to get a Sears repairman at my home to tell me that he had to order a part because the baking element in my oven needs to be replaced. He made several calls, he left my home saying that he or another repairman would be back when the part is available. As of August 13, 2021, my oven has not been repaired. I have made follow up calls for status and I was told the part will be available July 30, if not I would be given other options. Since August 1, I have called August 10, August 11, August 12, and August 13; I get the same scripted response from the Customer Service person. My patience is wearing thin. I am going to report this issue to the Better Business Bureau and FoxKC News Channel 4. Donna Murff

This is insurance fraud. I purchased the coverage when I bought my new house for $400. Shortly after occupying the home the water went out. The water heater is cracked and needs to be replaced. American home Shield assured me that someone would be out here within 24 hours that is a lie. It has been over a month now and my water here is still broken they had given me 2 different plumbing companies to fix the problem and then American home Shield cancels the contractor. In speaking to several contractors locally they refuse to work for American home Shield because they are still awaiting payment after 2 years of providing covered services. The hundred dollar fee to initiate claim is a scam and is insurance fraud. When you call the company you will be dealing with people in offshore call centers that barely speak English if at all. American home Shield is not honoring their contracts and they have a reputation of doing this. Save your money or find a more reputable provider of insurance as American home Shield is a scam and they are not to be trusted. Good luck getting a supervisor on the phone or a return phone call from this company. I will be notifying the state board of insurance to let them know that American home Shield is defrauding its customers.

Terrible company that is running a literal scam to provide a false sense of security to homeowners. In both cases where I had need of a warranty claim, AHS failed to honor their statements and contract. The 2nd incident was like so many have experienced: a nightmare. We've paid over $15000 in premiums over the years, for terrible customer service, 3rd rate contractors, and a run-around instead of assistance. I can't state strongly enough how terrible our service was. The thousands of positive reviews on websites that DO NOT allow you to post a review is very suspicious. I suggest that AHS is behind the publishing of these 5 star reviews. Go to a website where anyone can post a review and you will see the truth. AHS own website has 16,000+ 5 star reviews. But you can't post a review. Think about that. Save your money for an appliance breakdown. You will save money and get higher quality components and service.

One of the worst customer service experiences I have had. First Claim - Washing machine. Took 8 weeks, 2 contractors, and 4 visits to fix. Thankfully, there was a manual work around so I could continue washing my clothes. I did not follow up often because of the workaround. The few times I did, they had no idea what was going on and my claim had just been sitting for weeks. Second Claim - Refrigerator stopped working. First contractor came out in 2 days and told us were out of freon and needed to have the fridge re-charged, which they could not repair. I waited 2 days to hear from them, nothing. Called Monday to be told they were trying to find a contractor to repair the leak and would call me back. No call back. Tuesday, called twice, spent about an hour on hold while they called contractors. Was told one could come out in a week or so. I told them that was not acceptable and I needed my refrigerator repaired sooner than that. Again, no call back. Called Wednesday, was told they were still looking for a contractor. At this point, I asked to speak to a manager. I was put on hold for 45 minutes and when the manager came online, they were having some technical difficulty and could not hear me, so hung up, no call back. Called again that afternoon and after 15 minutes was told they found a contractor. Turns out the contractor they sent out doesn't do freon/closed system repairs, so they could not have fixed the issue. And, he gave a completely different diagnosis, which he also could not repair. Thursday, called again, asked to speak to a manager, was given the runaround, told they would find a contractor same day and call me back in an hour. 4 hours later, no call back. Call for a 7th time this week and am told a completely different story. They don't have the report from the Wednesday repair yet, so they don't know what is going on. Refuse to let me talk to a manager, telling me it will slow things down. Then finally tell me they can't fix my fridge and will make an offer. That offer is supposedly coming tomorrow. I am betting I have another 3 hours on hold coming up to get paid. As soon as this is closed out, I am cancelling this service. We went and bought a new refrigerator today with our own money. I cannot wait to never deal with this company again. Horrible experience, horrible customer service. Do not use this company.

On July 2, 2021, I submitted an invoice of which I used an outside contractor to remove and replace a defective hot water heater, of which it was under manufacturers warranty. I was told by AHS to submit an invoice from the plumber which I paid $500 to. AHS told me that it would take 7-10 days to receive my check of $500. It has been 21 business days, and I still have not received the check. I called AHS today, July 29th, and they told me that it would be another 12 business days before I could receive my money. I am a Widow, living on a restricted income, and this has caused me extremely stress and heartache. I am strongly considering a law suit.

Poor customer service...would be zero if I could. Set online appt for AC problem...assigned vendor never contacted me or responded to messages so I called AHS to replace vendor. Was told they needed to contact vendor 3 times before they could replace..and would get call back next day as to status. No call back and I called them back and got same runaround again but this time supervisor would call back ( after I pushed). No call back again and called back for 3rd day..during runaround process decided to just cancel and start anew. Did this and set up new live appt with different vendor...contacted within minutes. Next day, first vendor shows up; yes the appt I’d cancelled and technically never scheduled because vendor never contacted me ( and tried to get AHS to change), Poor service seems to be standard.

AHS has been neglectful for a week with an active leak flooding our basement from a broken water heater. We have called them multiple times, only to find out that no plumber would service our request because AHS marked it as "routine". We continued to call them for assistance and they changed our claim to expedited with promises to call within 4 hours for a new plumber to be assigned. No surprise, we never heard back from AHS. After going 5 days without hot water and having to lay down towels and shop vac our basement every hour we called an independent plumber who was quick to respond as our situation was anything but "routine" and needed urgent attention. We had a new water heater put in within an hour as a valve had broken within the old water heater causing the massive, continuous leak. AHS then assigned us a plumber a week out from our initial claim- sorry, a little late to the party American Home Shield. We called to get our service fee refunded and request that we be reimbursed for the water tank (not labor, paid to independent plumber) following their blatant negligence and leaving us stranded with an active leak for a week in a home with 4 people (one of them 6 months pregnant)- their response was that they would not reimburse any money as we did not call them back after they completely ignored us/didn't call back with a plumber assigned in 4 hours and so therefore this was actually our fault for not calling them enough. They also only document the information on their end that supports their policies, so even if they told you something different on the phone their response is "that did not happen as I don't see it documented in the notes on my end". Never felt so ignored and quite frankly attacked by a company who has basically inferred that I am a liar and didn't hold up my end of the deal. We will never work with American Home Shield again.

Pretty good home warranty coverage. I had the deluxe package to cover everything and swimming pool. I had a total of four claims over a five year period and they settled with me pretty good and paid for repairs quickly.

I have been having the worst experience ever with this company. I have been with air conditioning for over a month. The original service provider was rude unprofessional .i requested a second comoany to come out. I am told that we cant use the second company beause the authorization cant be reasigned. I paid two different service fees. Each time I call and request a supervisor. I am told that some will call me back within 24 hours. No one has called back. I was hung up on today after being on hold for over 1 hour. I have been with this company for over 20 years and recommended it to several family members. My air conditioning has been off since June 26 and today is July 20. This is the worst experience ever.

Feel like giving a 0 but have to admit that, for very small quick fixes AHS does a good job. However, if there is any glitch at all, such as unresponsive contractors, discontinued parts, or major repairs, they are the absolute worst. You are only allowed to speak to someone at a very loud offshore call center whose attendants have no answers except to tell you to call the contractor (who then tells you they are waiting to hear from AHS). If you ask to speak to a customer service manager you are put on an indefinite hold (I held for over 20 minutes and no one ever came back on the line - the call was open but my first clue should have been no hold music). And they are outright lying when they say they will replace major appliances - They always have a reason why it is your fault the appliance failed and is therefore not covered (I actually had one of their AC contractors confirm that they never replace major appliances unless they are taken to court) . They also will not accept complaints about contractors, or allow you to dispute what their contractors report. They allow their contractors to make claims that they have to do more work than is covered (when my water heater went out the contractor claimed the installation was not up to code - but when the inspector came out and I showed him the original fittings he said they would have been fine - AHS said it was my responsibility to know the contractor way lying), so you end up paying the full amount anyway - plus the extra fee for AHS. I strongly suggest that people just take the money they would pay in premiums and put it in a savings account - by the time it collects interest, you will have enough to pay for your repairs without the frustration of dealing with the most horrible and useless customer service people on the planet.

Well, finally received a call back from American Home Shield after being promised every day for 10 days. Now they want to send out another contractor for a 2nd opinion of why my AC failed. The 2nd contractor will not report anything different from the 1st. This is just a delay tactic while I continue to suffer in the Texas 100 degree heat without AC. Assuming I will get the same run around this time, I guess I am supposed to live without AC for another 10 days. That will total over 20 days without AC in the Texas summer heat. I now will have someone install a new HVAC because I cannot wait any longer. My guess is that AHS will claim I didn't wait for them and, therefore, they cannot cover anything. What a terrible SCAM! Noone should pay for American Home Shield. They are a complete FRAUD.

Worse company ever they are a over seas customer service based company so every time you call they speak poor English, I had a refrigerator go down i filed a claim it took a week for a repair person to show up they needed to order parts and could not come back for 2 weeks the parts where suppose to be here in 5 days needless to say no parts showed up when i called the contractor (sears) i set on hold for 1.5 hours to be told the parts may arrive the end of October and they will be back then if the parts arrive now this is June 16 21 that would be 4 months from now, so i call American home shield and was told they have to wait for the contractor to contact them after a couple weeks they did, so now i have to wait for AHS to make a decision on either to replace the frig or do a buy out needless to say after another 2 weeks im still waiting every time i call i get told i will be contacted within 24 to 48 hours it never happens so no frig still after a month im still waiting calling does no good but the policy is to replace the unit if it can not be fixed or parts can not be received within a reasonable time they do not honor it this company is terrible UPDATE so i was contacted after the review by ahs asking me to leave my contact information and they would get right back to me to fix this issue well NEEDLESS to say they never did contact me no surprise there are good home warranty companies out there but if looking look away from these guys

We have used AHS for 17 yrs with no issues ever. My dad purchased a year ago and his air condition that is 40 yrs old died! They have sent out a technician 4 different times and they did mini fixes that lasted from a month to 6 days total. The last guy said it needs to be replaced. AHS told him after many calls that there is a waiting period of 48 hrs for them to find someone in the area to fix it. If they couldn't then he could go find his own., So they waited and called. then told again to allow an additional 24 hrs. Then after that yesterday were told they could go find their own and then call back in to get more info. So they found someone and then when they called the customer service person told them that the last one lied and that they were not approved to do that yet? Come on!! They are older people living in a very hot humid town and they need their air back on. I think after dealing with this for over 4 months is enough! Every time they ask to speak to a supervisor the customer service says they don't have that ability. So they send an email? And there is never a response from American Home shield. SOOOO I have told them to get a lawyer. This is enough. There is no # listed besides just a basic customer service line. So we have no way of reaching someone in this country who can actually tell us what is going on. It has been so frustrating for them and they are dropping the service.

My experience with AHS is BAD - have had a service request open from February 28 and it is impossible to find someone there that can figure out why nothing ever happens. I have talked to one person - suspect in India - who had no idea how to resolve this 4 and a half month open service request and there is no way on their web site to find anyone to talk to - I was promised by the person I talked to that he would call me back with a resolution but no one calls and the service request is still open - This is the worst customer service company I have ever dealt with - it seems they intentionally make it difficult to actually talk to someone who can help. And I just noticed that on contract renewal, they increased the monthly price by over 30% without even so much as a notice that the price was going up. Update as of July 24, 2021 Still no resolution to the issue with AHS. Had additional conversations with customer support and suggested they just cash me out and let me hire someone to replace the furnace. They said they would check and call me back - no one called back. So I called again and this time I was informed that the equipment had been shipped to the vendor and it was at their location and someone would be calling to install. I waited a few days and called the vendor - and guess what - yes the equipment is not there . It seems that customer service says anything just to end the call and has no idea what is going on or how to resolve a problem. I am now at 5 months since the service request was initiated and still no resolution. I am fortunate that it is summer and I don’t need a heater - what if this were the middle of winter - would you want to be relying on American Home Shield to get a new heater in before you froze to death? Update 8/2/2021 - Well this issue is still unresolved. It seems that each call to Customer NONservice, it is like they have never knew about this issue and suggest doing the same thing - call the vendor to check and see if the equipment has arrived - they call and find out it has not and then NOTHING - No call back as promised and it goes on until I call again and go through the same thing with yet another person who seems helpless to resolve this 5 month old service request. Someone from AHS replied to my original review saying they would be happy to talk to me and to provide them with name, address etc. I replied to that message through this Best Company review site - and of course no one called and nothing happens to get the service request completed. Each time I call, I get the same story - we are very sorry and will get this resolved and call you back - no one calls back and nothing happens to get the furnace replacement sent to the vendor. Very frustrating. Update 8/27/2021 - After a month of calling several times a week, there is still no resolution to the heater issue - each time I call they say "we will look into it and call you back" but they never call and nothing happens to complete the service request. I would advise anyone looking for a Home Warranty to stay far away from this company - they are not US based and it is impossible to actually talk to someone who cares whether they resolve your issue or not - They just take you premiums and if the service request you submit will not cost them anything (you are paying premiums and a service fee), they handle those just fine but when it comes to a service where they have to provide equipment (heater, AC, refrigerator or other items, they just don't pay or provide the equipment. BEWARE of American Home Shield - they do not deliver on the contract they agree to - AVOID THEM AT ALL COSTs.

We had an issue with our HVAC/Air Conditioner. AHS sent out a company the that put a 3/5 ton Coil in a 5 ton unit. Screwed the system, froze the compressor, They also damage the house attic door, the AC wiring and lied about it. I called in an additional Service request to AHS and this tech validated what was the issues and problems created by the first tech. AHS now denies the claim because an undersized unit was put in by the first company and that some how by magic fairies became my problem. So now we are going round and round with AHS on the fact they sent out crap companies that represent ASH. AHS sent out others to fix and then denies claims because the first company screwed it up. Yes if any of that logic makes sense. AHS does not stand by the repair folks they send out. AHS will send out the absolute cheapest unqualified company to try to fix items in your home. I would not trust this company to change a light bulb. And of course my favorite part. I asked the AHS agent what HVAC even stood for and I could not give me an answer yet they new capacity issues for my 5 ton unit. Anyone else find this as funny as I do. So take a lesson from me. DO NOT USE AHS. It will raise your blood pressure, confirm you opinion that there are bad people in the world and above all, that I may be the fool for trusting them with my money. AVOID AMERICAN HOME SHIELD AT ALL COST!

My first claim with AHS was handled GREAT by them, which occurred within the first year of buying our home and the policy was provided by the seller. The same month I renewed our policy, our dishwasher went out. To date, literally 3 months later and no less than 20 phone calls to AHS, my dishwasher is still not fixed! I have spent HOURS on the phone and/or on hold with them, asking for the "escalation department" and being told supervisor J.Sim (can only give me his code) will call me back. I'm beyond frustrated with no end in sight. I hear there are better warranty companies out there, I'm looking now!

The worst experience. I have had them for years and it's getting worse. They were unable to get a contractor in their network for a covered repair. So they approved me to get an outside contractor. My contractor came in and called them with the diagnosis. Was waiting for over 25 minutes. It was for my air conditioner, he couldn't find a leak but had to put freon in. He did that while being on hold. It sounded like AHS picked up, and the call was dropped. My contractor called again and was waiting again for over 25 minutes. He said he couldn't wait anymore as he had another call. I submitted the paperwork and they declined to pay because they didn't "receive a call with a diagnosis". I explained it in detail and they only said sorry that you didn't get through. I am cancelling them, and am having to fight to get back the 100.00 deductible that I paid them. They did absolutely nothing on this approved repair. I had to find the contractor and paid the contractor and they got 100.00 for it. Pretty good deal for them. Go with another company, they just try to find a way to not pay.

I have been waiting for 3 weeks in temperatures up to 120 degrees for our air conditioner to be repaired. And now we are being told we need to wait another 5 weeks for the part to be authorized and that we just need to be patient. Both the Service Professional and I have multiple attempts to resolve this issue but have received no action. We receive conflicting information each time either of us calls. Please provide our house with air conditioning quickly. Service Request #: 71867977 Service Professional: ARIZONA DIVERSIFIED AIR, LLC (480) 500-8311 Service Request Date: 06/16/2021 Thank you, -- Kevin Lyons, Director Copper Sun Tennis (623) 670-2088 CopperSunTennis@gmail.com

If I could give a negative rating on my recent experience, I would. I called AHS on 6/29/21 too schedule an electrical repair and dishwasher repair. Paid my service fees and received contractors information. I called both to verify they received information from AHS; electrical contractor confirmed and proceeded to schedule appointment for7/1/21. I proceeded to schedule time off from work for 6/30 - 7/1/21. I called the appliance contractor and received a voice mail stating the mailbox was full and to send a SMS or call back. I called back later that day and received the same message, tried to find the contractor on the internet and could not. The next morning, I attempted to call and received the same message, so I tried to send a SMS and a text message. Also, tried another internet search and found only a link to an incomplete webpage containing contact information. I called AHS and informed the customer service rep of my concerns and requested a new appliance contractor b/c I did not want to do business with someone that couldn't be contacted. I was told that could not be done because AHS had to give the contractor 24 - 48 hours to contact me for scheduling an appointment. I asked to speak to a supervisor and I was not that could not be done. However, it will be noted that I wish to speak to a supervisor and a supervisor will give me a call; the customer service rep tried to contact the contractor and received the same message regarding the full mail box so the customer rep sent an email to the contractor. I again asked for a new contractor or to speak to a supervisor and both requests were declined. I tried to reach the contractor again that day to no avail, so I called AHS again that afternoon and spoke to another customer service rep, I explained my story again, and again the exact say script was given to me. Also, call was made to contractor and again no answer and mail box still full. When asked to speak to someone else, I was told I could speak to a supervisor or someone in escalation dept. No supervisor was available , Transferred to escalation dept; told what had occurred, and the same story of having to wait before I could have a new contractor, I was given the exact time that would end the 48 hour waiting period and to call then if the contractor had not contacted me to scheduled an appointment and I would be able to have a new contractor assigned. I also was assured a supervisor would call me. At the appointed time on next day, 7/1/21, I called AHS, explained my story and I was told my issue had to be sent to contract escalation and it would be another 24 hours for some to contact me. After a lengthly conversation with options requiring me to wait anywhere f rom 24 hours to 48 hours just to speak to someone about lay issue, I finally was assured that a supervisor would call be that day, Thursday, 7/1/21. Before I left the morning of Friday, 7/2/21; dishwasher was still broken and I had not spoken to a supervisor or anyone with authority that could handle this matter. I called AHS, spoke to another customer service representative, and as I explained, I really should be speaking to the president of AHS given the shabby service I have received, nonetheless, this customer service representative, was given permission to call a new contractor; and tI was told his contractor would contact me on Monday, 7/6/21 to schedule a time frame on Monday to come out to fix my dishwasher. I also asked to still speak to a supervisor and was told a supervisor would contact me on Friday, 7/2/21. It is Monday, 7/6/21, no call from the contractor, I called contractor and left message, my dishwasher is still broken and I still have not spoken to an AHS supervisor!!!!

We had our Central Air go out in our home on July, 2nd. and called American Home Shield to have a repair serviceman come to our home to repair the system. The agent requested service/repair but got a company in the Dallas, Fort Worth area, some 200 miles from Austin, TX. where our home is!! Now we have to wait 3 days with temps of 90 degrees in our home to get the system repaired all because the agent failed to get us a local repair company and tells us after we called in to see if they could get us a local company the answer was, " oh we can't cancel the first work order then schedule a local company on a Saturday" !! My question is , " why can't you it's your mistake you contacted a company some 200 miles from our home and not a local company here in Austin, TX. !! We are new customers and this is the worst customer service I have ever seen from a company! American Home Shield agents need to do their job correctly and make no mistakes as this was a huge mistake. As I said previously, 3 days in 90 degree temps in our home for 2 disabled seniors due to your agents mistakes!!

There customer service is horrible. If you plan on talking to 4-5 CSR from AHS, and not getting anything done false promises, and have to repeat yourself over and over about your issue then this is a place you want to waste your money and time on. There contractor are garage unqualified even though they told you they are, and the contractor himself told me that AHS are a horrible company to work for and to deal with as a client and worker. WOW! One of the CSR told my husband to contact the contractor, "excuse", the CSR should be follow up with our on going problem not my husband. All the calls I was with the CSR were no help, and I have to repeat myself over and over to request a supervisor to handle my situation because no else know how to do there job. I NEVER EVER got to talk to the supervisor. I've canceled with AHS that the only thing they know how to do. I would never recommend AHS to anyone. I wish I can give them no star at all.

Garage door opener stopped working on 4/11/21. Called AHS for service and they had no contractor in my area that would work with them. On 5/7/21 they allowed me to find my own contractor. Just needed to follow their rules to get reimbursed. After many attempts to reach AHS for authorization and hours on hold that the contractor didn't have, one was finally given on 6/23/21. Work was completed and I payed the invoice only to receive a letter stating the repairs would not be covered. Interesting that the letter denying service only took 3 days to arrive and I spent nearly 3 months getting the door fixed. I'm out the invoice plus the $75. Too bad I can't go below one star. We will be cancelling our service (or lack of) with AHS.

Worst customer service experience I've ever been through. The AHS process is to protect the vendor and not to protect the subscriber, the actual person who pays the premiums. My vender left my broken pool filter strewed around, left to get the part, and NEVER RETURNED. AHS keeps waiting days-on-end for a detailed diagnosis from the shady vendor. The vendor has received a lot of 1-star ratings on Google for poor service, yet AHS protects them and doesn't seem interested in taking care of me, the customer who pays the premiums. Heck, Old Republic was better than this, believe it or not. I respect process, but almost a week later and I have no resolution. And AHS is STILL waiting on the vendor and making me wait with a broken pool filter ... in 118 degree weather ... terribly disappointed in this company.

American Home Shield always rigs the reports from service techs so that they do not "cover" the repair. I filed a claim because our water heater started leaking from the bottom and was flooding our garage. The leak fills a bucket a day from the bottom of the unit. Service tech comes out sees the leak, then sees a little water stain at the top and tests the water pressure and says it is high. When I follow up with AHS - they completely deny that there is a leak due to rust at the bottom, only acknowledge that something happened at the top and denied service on water heater. I asked for a second opinion and called the original service tech - he said that he submitted both problems for service. AHS erased the main problem so they did not have to cover the repair. When I called their service line to follow up - and point out the inconsistency in what they were reporting as the problem. Instead of being helped I was placed on hold for an hour and then hung up on after waiting an hour for the rep to return. This place is a scam!

AHS breached my warranty contract by denying a claim based on incorrect information. I had filed a very simple claim for leaking bathroom faucets, and their position was that the faucets were "missing components" (Which per section 1.e.g.i, they can use to deny a claim), referring to the water cartridges, which were in fact present. The photos that their chosen contractors had taken even included the cartridges still in the faucets. After spending significant time on the phone attempting to reason with various AHS employees, they still chose to deny my claim. My guess is either the contractor/s had lied to collect the $75 service fee and move on to other easy jobs, or AHS misclassified their report in an attempt to curtail their contractual responsibility to cover the very items they advertise to cover. either way, this incorrect information was easily disproven by the photos they already possessed. So here we are. I've reported this situation to: the Better Business Bureau; the CA Department of Insurance; among other review sites. I'm sure this review will cause significantly more concern than losing out a few bucks on a claim that they were contractually obligated to fulfill - so, good job on that. My advice to you as a potential customer is to stay away from AHS, unless you enjoy a false sense of security. AHS - If this it what it took for you to want to resolve this, contact me via the email on contract # 453560787.

Honestly wish I could give a lower start than 1. We have 2 service requests in at the moment. The first from 2 months ago, our refrigerator isn't working properly at the part is not available. We've actually been told the issue is a potential fire hazard. Not only did they not show up when they said (simply just didn't come), they have also NEVER followed up....EVER! I have called in about 7 times, every time being told that it would be addressed/escalated/figured out. Nothing. Literally on hold with them again right now, reason I'm on hold again? The representative hung up on me. Our second request was for a sewage back-up in our basement. It was an emergency situation and we were told that they would have someone with us within 4 hours, called them back 3 times and they said we HAD to wait the 4 hours - after 4 hours passed, nothing. We had to wait overnight. My husband finally got them to agree that we could contact a contractor ourselves (they couldn't find one and instead of getting us anyone, as it was an emergency, were making us wait); they gave us a number to call when the contractor arrived so he could start working right away. Well, my husband was on hold for 1 hour and 22 minutes, the contractor left for another job and came back before anyone even answered. The service is so terrible, the promises aren't kept. I've asked to speak to a supervisor almost every single call, and have always been denied or told someone would call me back, but that never happens. I am so disappointed that I have them as warranty company.

8 days without even one phone call from American Home Shield. Central Air not working. Below are all calls I made to AHS. One is a call-back from AHS after I waited 50 minutes on hold. 6/16/21 - 8am - Requested service for Central Air Conditioner/not working. 6/17/21 - 8am - Told to call back in 4 hours. 6/17/21 - 12:24pm - Told to call back 7:30 tomorrow. 6/18/21 - 7:45am - Told still looking for a contractor. Supervisor to call me back. 6/18/21 - 11:30am - No call from Supervisor. Told being submitted for me to find a contractor and get reimbursed. Told to wait for a call. 6/18/21 - 3:00pm - Called to find out why they charged my credit card $100 (normal service fee) yet have not provided me a contractor. I begged them to let me find a contractor then they could reimburse me. Was told if I let anyone look at my AC it could negate my warranty. 6/18/21 - 4:40pm - Same Line; "looking for a contractor" 6/19/21 - 1:45pm - Same Line; "looking for a contractor" 6/20/21 - 1:36pm - Same Line; "looking for a contractor". Told it will be Monday before I get a call. 6/21/21 - 10:36am - Same Line; "looking for a contractor". Told my request was being sent from dispatch to another department and it will be 24-48hrs before a contractor calls. 6/22/21 - 3:35pm - Called sales line. Gentleman seemed sympathetic and bewildered that I haven't heard from AHS. Gave two numbers to call and said to ask for a supervisor. Called both and get the same message. 6/22/21 - 3:50pm - Same Line; "looking for a contractor". Talked to a representative who could not switch me to a supervisor. But when I insisted, she said she could put me on hold and a supervisor would get with me. Said wait time was 40 minutes. 6/22/21 – 6:01pm – Waited 50 minutes on hold for a supervisor. I hung up. 6/22/21 – 6:26pm – AHS called me. Told me they are having trouble locating a contractor. Put me on hold to call the one contractor in Louisville, KY that they have. He left message with contractor. Told me he will get right on it first thing in the morning. 6/23/21 – 4:35pm - Same Line; "looking for a contractor" 6/24/21 – 3:45pm - Same Line; "looking for a contractor" 6/25/21 – 10:00am – Friday - AHS called with authorization for me to contact an HVAC contractor to diagnose my central air. Contractor is to diagnose the problem then call AHS with an estimate so AHS can approve the cost to fix the unit. If AHS approves the estimate, I have to pay the contractor, then submit the invoice to AHS for reimbursement. I will continue to update as my situation progresses. 6/25/21 – Contractor A looked at central air. Determined the compressor is shot, unit needs to be replaced. Contractor A called AHS. AHS wants Contractor A to use AHS equipment. Contractor A’s technician said he would have to check with his boss. As of next morning (Saturday), no word from technician. Late in the evening I received email from AHS stating a different contractor, Contractor B, had been assigned to me. Confusing. 6/26/21 – Called Contractor A, left a message for them to call me. Emailed AHS asking for an update. Contractor A called back. The technician said he didn’t call back because AHS had him on hold for 50 minutes before he could let them know Contractor A absolutely would not install AHS equipment. About 6pm I received an email from AHS that I was authorized to find a contractor. I’m not sure if Contractor B turned the job down without even calling me, or is AHS sending me emails from different departments who don’t know what the other is doing. 6/28/21 – 8am – Monday – Called Contractor B. They said they didn’t have a request from AHS. They said their account was put on hold (by Contractor B) because they were so busy, they were not taking requests from any home warranty companies. Emailed AHS and explained my conversation with Contractor B. About an hour later I received a call from AHS that they had spoken to Contractor A and that Contractor A would do the work, & I should expect a call from Contractor A. Another hour passed and Contractor A called to schedule fixing my central on Friday. 7/2/21 – Friday – Contractor A replaced central air unit. I paid Contractor in full. 7/6/21 – Emailed invoices to AHS for reimbursement. 7/13/21 – No reimbursement yet. 7/15/21—Emailed AHS contact asking when I should reasonably expect my reimbursement. I was told they didn’t get my email with invoice copies. Was told to email AHS again and email sent to my AHS contact. 7/24/21—Received Reimbursement check. Issue completely resolved.

I have had AHS for a long time and every time I have a claim I have to fight them to get it covered. First it was a front loader washer that had a bad bearing but it " Functioned" so denied which the tech told me they would do. Then I had a water heater break at our beach house. and had an out of pocket of over 1,000.00 which really is the cost of a water heater plus I had my 100.00 deductible so 1100. OOP. Now I have an AC that stopped blowing cold and paid my 100.00 and the tech came out and said hat it was low on refrigerant and that AHS will only pay 10.00 a pound and the cost is 70.00 a pound and my unit takes 15 lbs. Then the guys said I had a leak in the evaporator coil. It has been 110 degrees and my AC has been out a week now and yesterday I finally got the "good news" that they will cover the cost of the evaporator cooler parts and labor but there are some out of pocket expenses that they don't cover such as a permit and some modifications.... I asked ow much and it was almost 2,900.00 out of pocket plus the 100.00 deductible! ARE YOU KIDDING ME!! Asked to talk to a supervisor who said too bad so sad and I asked to talk to his supervisor and he said that I would get a call within 24 hours but of course never came. So here I still sit in 110 degree heat 10 days later no further than I was so I just called a local AC company that will be fixing the whole thing for 500.00 less than the my "out of pocket " amount through AHS.and no permit required!!! Bunch of crook, total scam Anything that goes wrong they get out of paying, I am done with AHS, liars and total scammers

DO NOT USE THIS COMPANY! Terrible client experience and their reviews clearly show that this company should not do business. I sold my house December 2020, I called in to cancel my warranty effectively January 1st since I would no longer be living in the home I just sold. Come to find out, they never cancelled the warranty but instead started another year of monthly payments without notifying. I have been paying a home warranty for the last 6 months and I don't even own the house. More importantly, in the settlement statement of the sale it clearly shows the transfer of warranties and the transfer of ownership. It gets better! I called Home Shield to get this corrected and reimbursed. They are unwilling to help me and they will not credit me the $685 dollars I have paid since January for a house I no longer live in. They stated that I MUST provide phone records of the exact date and time and even though they are a company that records calls for quality assurance purposes they do not have the recordings on file of when I called in the day I moved out???? This entire company is a scam and everything they "tried" to assist me with made no sense. I am now stuck with a $685 tab and in order for me to cancel again - they are charging me another $57 for the cancellation! What a joke! I get they are cheaper but the proof is in the pudding here. Cheap breaks and cheap has terrible client service. I will never use this company in my own line of work nor will I refer any human to use their services as well. I have been in the mortgage industry for 16 years as a Vice President and client satisfaction is everything. They are clearly in the wrong and the lady OR "manager" has no clue or any managerial experience. I guess this is why they have a 2.58 out of 5 stars. What a shame and more importantly how petty.