American Home Shield Reviews
9.0
Overall Score
Review Source
John Munger Henderson, NV
I’m unsatisfied with the warranty due to being unable to select the vendors who come to support us. When I look at the vendors reviews online they only have 2.5 stars and very questionable work practices when reading reviews. Also AHS says they don’t have any other vendors we can choose or reassign. There should be more options available. Additionally, someone came to look at our dryer and he told us it would get hot on the normal setting, we just need to wait. Well we waited a whole 2 cycles and it doesn’t get hot, our clothes are still soaking wet. There’s only 1 setting that dries the clothes, but what’s the point of us to request support again for an incompetent vendor? Please let me know when you have reliable vendors and we can think again about using the service. What’s the point of paying $85 for someone to come and say everything is fine when it isn’t?
3 years ago
Reply from American Home Shield
John,
Thank you for letting us know about your concerns regarding your Dryer request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.
Thank you for letting us know about your concerns regarding your Dryer request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.
Jan. 11th, 2023
Review Source
ROBERTO Hialeah, FL
I was 10 days without water at our condo for a simple water heater change (the core of your business and the service we pay for) that is not a good customer service at all, I call every day and was imposible to expedite the change even when I rush to pay the extra amount to the contractor. Bad experience
3 years ago Edited January 10, 2024
Reply from American Home Shield
Roberto, 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.
Jan. 11th, 2023
Susan Alland Vancouver, WA
I received an email saying it was time to schedule a heating system inspection and tuneup for only $70 co-pay instead of the usual $100. When I tried to schedule my appointment, I was told that you no longer offer this service. My other service request was for garage door repair that was done very satisfactorily.
3 years ago
Reply from American Home Shield
Hi Susan, Thank you for letting us know about your concerns regarding your Plumbing request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.
Jan. 11th, 2023
RDSQRL Palm Desert, CA
Worst company ever! Never sent me any renewal information and applied to my credit card. Called to find out about the contract as I wanted to cancel. She asked me why. I told her I didn't need it. She wouldn't let it go. "You must have a reason". Because I want to. She started to argue and tell me the benefits. I told her I wasn't interested in her information and wanted to cancel. I then asked her to have my contract sent to me as I have no idea what I'm under contract for.
Called a second time today to a rep that told me she could email the contract. Then she said she couldn't email the contract. When I asked her why she said she could then couldn't she hung up on me.
This is the most pathetic company; I have had no emails from this company since 2020 and they are trying to auto-bill me every month.
Find another company
3 years ago
Reply from American Home Shield
Hi. Thank you for your feedback about your most recent American Home Shield experience. I would be glad to speak with you to assist with a resolution. Please provide your AHS contract number or property address.
Jan. 9th, 2023
jeremy giddings Germantown, TN
My heat has been out since December 18th 2022. Everytime I ask for update the agent says they are waiting for the contractor to send in reports. I call the contractor and they sent reports already. I'm not liking what is going on.
3 years ago
Reply from American Home Shield
Hi Jeremy,
Thank you for sharing the news about your repair issue. I would be glad to speak with you to further assist.
Thank you for sharing the news about your repair issue. I would be glad to speak with you to further assist.
Jan. 5th, 2023
Stefanie Jackson Cleveland, OH
I’ve had a problem with my refrigerator since July and now it is almost a new year and I still haven’t had my refrigerator fixed and they won’t replace it. They keep sending out contractors that’s not fixing the job. I’ve had five pieces replaced on the refrigerator and it still not working. They just won’t replace it. I don’t understand it.
3 years ago
Reply from American Home Shield
Stefanie, Thank you for letting us know about your concerns regarding your Refrigerator request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.
Dec. 29th, 2022
Review Source
WITASHA Henrico, VA
I will say that I am a little disappointed in AHS because they sent a company over to my house that misdiagnosed my issue a clear mistake I don’t know if the tech didn’t feel like working or what but a person in that line of work should know the difference between mud and sewage. I have been without heat for over 2 weeks I currently pregnant and have a young child.
3 years ago
Reply from American Home Shield
Witasha,
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.
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.
Dec. 29th, 2022
Joanne Kerr, Esquire Clinton, MD
I have been trying to reach a supervisor now for a few days regarding a couple service issues and to no avail. I still have a stovetop that has been out of service since November 30th. And to-date that service has not been resolved. After several attempts, on my end, to have the repair complete prior to the holiday - THAT HAS NOT BEEN DONE. I have not received prompt service on my repair, or customer service support.
3 years ago
Reply from American Home Shield
Hi Joanne,
Thank you for bringing the delay in service to our attention. I would be glad to speak with you to address the issues that need to be resolved.
Thank you for bringing the delay in service to our attention. I would be glad to speak with you to address the issues that need to be resolved.
Dec. 27th, 2022
Dan Duke Breckenridge, CO
I have had AHS for years. They fixed a minor dishwasher problem for me.
This service request was for a gas furnace that would not light. I paid the $100 service fee but got no service call. I called the automated service number every day for 4 days, with outside air temps below ZERO! I talked to their expediter who promised a response in 24 hours (three times). They were unable to provide a technician to even look at my furnace.
They offered an option, to find my own technician, but when I did, they required him to diagnose the furnace, contact the phone maze, document the repairs, itemize the estimated and get another authorization, then do the repair.
It's NO WONDER they can't get a service call done. They refused to reimburse me for getting a technician to keep my property from freezing solid.
THEY ONLY WANT YOUR MONEY. THEY DO NOT FIX YOUR PROBLEM!!!
DON'T WASTE YOUR MONEY.
3 years ago
Reply from American Home Shield
Hi Dan, Thank you for bringing the delay in service to our attention. I would be glad to speak with you to address the issues that need to be resolved.
Dec. 27th, 2022
Review Source
Hope Reyes Bastrop, TX
Unfortunately, the website doesn’t allow for problem description causing 2 follow up rescheduling. 3rd one so far for range issue. Problem only one sided communication with contractor - just text from them. Where did the people contact go?
3 years ago
Mattie Mason Katy, TX
The vendors come out trying to sell their products to correct the problem that I call American Home Shield to manage. Royal Flush repairman(Paul) is trying to sell me a new furnace and stating a part is needed to correct my heater problems but is not covered by American Home Shield. I had to ask him to submit the findings to American Home Shield to diagnose and recommend repairs.
The same thing happened with my air conditioner in June 2022 with Dynstasy. Dynasty made repairs and install a system, but caused water damage to my home and American Home Shield is not holding anyone accountable for my home damage.
These repair companies contracted with American Home Shield are out to make money for their business and do not have an interest in upholding the contract signed by American Home Shield and the homeowner.
This can appear as fraud.
I have had a contract with American Home Shield for almost 20 years and the concept is great, but most of the repair companies are inefficient. Establish in the last 5 years, the repair companies are not of quality and most of them try to cut under-table deals.
3 years ago
Reply from American Home Shield
Hi Mattie, 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. 23rd, 2022
Mark Bomchill Minneapolis, MN
They are VERY corrupt.
Their overseas only call centers are difficult to understand and they only read off of scripts. They refuse to transfer customers to people who make decisions.
AHS's contractor deemed my furnace beyond repair. AHS too all standard installation costs except for $255 and falsely classified them as "modifications" to avoid paying for their contractual obligations. No one can get a furnace installed for $255.
AHS told me that the modifications were needed to prevent the same situation from happening again with new furnace. I explained the old furnace was about 20 years old and had very few problems.
AHS is evil and corrupt , avoid this company
3 years ago
Reply from American Home Shield
Hi Mark, Your concern regarding your service experience is appreciated. It helps us improve each customer interaction. I would be glad to speak with you to discuss the issues that occurred.Your concern regarding your service experience is appreciated. It helps us improve each customer interaction. I would be glad to speak with you to discuss the issues that occurred.
Dec. 22nd, 2022
Nicole Outlaw-Patterson Atlanta, GA
I am paying for a service with a company that is subpar, less than stellar. I understand that the warranty I pay for will not cover all areas, as the representative stated, normal wear and tear. I get it and I understand it. Before your customer service reps ill-advise your customers on details, ask that they listen to your customers first.
My call on Friday night to AHS was regarding to no heat I understand that my heat pump could not be repaired by said contractor because wires were damaged by a previous company. I do not have any issues with that at all. Again I understand that this my heat system/wires damaged by another company; therefore, AHS are not liable to cover, and it is my responsibility to have those wires repaired and I did.
However, I have a contract until August 2023 and when I asked, the representative if I could get details on a platinum coverage. The first thing the representative stated is I cannot change anything because the contract ends August 2023. I stated three times to the representative, I wasn’t trying to change anything at this time, because I am aware that my contract is good until August 2023. I just wanted to review the details of the platinum plan you offered. I was refused to even look at a plan or even speak with a service rep because my contract doesn’t end of August 2023.
Talk about excellent customer service… NOT!! AHS you just lost another customer at the end of their contract. You wouldn’t allow me to review another plan with possibly more income and retaining a customer. Well I guess it doesn’t really matter, you all probably have enough customers right now, you certainly don’t need my money. If this is your highest level of customer service, I bid a Thank you, but no thank you, this was the confirmation I needed to bid farewell.
3 years ago
Reply from American Home Shield
Good morning Nicole, Your concern regarding your service experience is appreciated. It helps us improve each customer interaction. I would be glad to speak with you to discuss the issues that occurred to have the heating system repaired.
Dec. 22nd, 2022
real cote
long term customer with more than 10 years
got denied for water heater replacement
was told to wait for 4 days for first appointment, not actual repair
garage was flooded due to leaking tank, had to remove the tank because of wall damage
because the tank was disconnected, I got denied replacement
needed diagnosis
very simple you can see the leak, can also branch a garden hose so simple.
contractor plumber only glance at the tank, no touching, no work done, no physical office also
unable to talk to a supervisor
got charge service fee for zero work done
my wife made original service call, i had to leave my job to stop water damage
new water heater installed the same day after contractor came and left without doing the job
btw contractor was able to install water heater if
I decided to buy one for $400 but was not able to perform thee job right away with AHS contract...
3 years ago
Reply from American Home Shield
Hi Real Cote, Your concern regarding your service experience is appreciated. It helps us improve each customer interaction. I would be glad to speak with you to discuss the issues that occurred with the water heater replacement.
Dec. 22nd, 2022
Joya M Seattle, WA
They rip you off and promise what they cannot deliver is my experience for over a year with them. The call with customer service often is over an hour each time and it is very frustrating. As a member, I was charged over $125 service fees for a kitchen faucet leak as they made it sound as if it was a modification for the replacement of the leaked faucet. When they claim as modification your fees are going to be over the service charges. Then, when they were not able to provide me with a technician for a free heat checkup they offered, they asked me to find my own contractor as they were not able to find anyone. I wasn't able to find my own contractor based on their vague reimbursement promise. Even canceling my membership was like pulling teeth as they make it a lengthy process and I wasn't able to cancel. This tells you what a horrible company this is that wants to keep the membership dollars coming with no effort to keep the promise. They have loopholes to make you pay more and who has time to deal with them with the customer service as bad as it is. Most of the members give up like I did and don't ever want to go back to this scammer.
3 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.
Dec. 19th, 2022
Ellen Garcia Norwalk, CT
Issue began on 12/12/22. It is now 12/15/22 and likely no repair or heat for at least another 4-5 days. As a Realtor for more than 18 years, I’ve suggest this coverage to my clients. Recently, I suggested it to my own daughter after many clients raved how great it was. I now need to back-peddle based on the HORRIBLE service regarding a furnace repair in NJ. My daughter (who is 8 months into a high-risk pregnancy) is now without heat for more than 3 days (40 degrees in their home) and they are still giving a run around trying to find an authorized service provider for a LENNOX furnace. My daughter has found one with the parts, but AHS, insists that they can’t go “out of network” without authorization and that could take another 48 hours or more. The initial service company told AHS they couldn’t fix it or get the parts and yet, AHS, attempted to dispatch the very same company again! This is absolutely ridiculous - can’t even speak with a supervisor as all the Intake reps aren’t even in the USA. They won’t authorize a reimbursement to use a company who has the parts and could have fixed the furnace yesterday but dispatched yet another company who needs to go to the house tomorrow then order the parts and likely won’t fix the furnace until well into next week. I’ve called every phone number (at least 15) and get the same run around. We can’t even speak to a supervisor or manager but they will put in the research to get the call back in 48 hours. There is NO number to speak with the Corporate office - they all lead to the same service request line in another country. RUN, DON’T WALK, away from this one!
3 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.
Dec. 19th, 2022
Alexboy Boshmon McLean, VA
AHS doubled the monthly bill by increasing it twice each year without even notifying me. I could not resolve this issue over the phone. When I got fed up and finally told them I am canceling my contract they started offering some minimal discounts to keep me. When I rejected their offer, several representatives simply disconnected their phones. The last representative whom I talked became aggressive after hearing I am still cancelling my contract and charged me for the whole month in advance which I did not use/need and on top of that, he charged a Cancellation Admin Fee amounting to a one-month payment. Avoid this company at all costs - don't trust their rosy offers, which are valid until you take their bait!
3 years ago
Reply from American Home Shield
Hi Alexboy, 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
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
3 years 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!
3 years 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.
3 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. 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?
3 years 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.
3 years 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.
3 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.
3 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.
3 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
3 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!
3 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.
3 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.
3 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.
3 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!!!
3 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.
3 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...
3 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.
3 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
3 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.
3 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.
3 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.
3 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!!!
3 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
3 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.
3 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!!!!!
3 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"
3 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!
3 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.
3 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.
3 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
3 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.
3 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.
3 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.
3 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
