American Home Shield Reviews

Rating is a strong 4 or 4+. On occasions, a dispatch will be determined not to be covered such as a washer in an outdoor faucet. I would like the coverage to be determined before dispatch.

I had an awful experience with American Home Shield recently. My tankless hot water heater stopped heating the water. My issue is the time frame that a repair takes place. They try to hide behind so many different excuses to fix anything. My contractor assigned to the job spent a day on hold with the manufacturer of the water heater. Evidently, they have to try and described the problem and let the manufacturer tell them what to fix. If what they fix doesn't work, which is rarely covered by your warranty, you pay. This happened to me and I spent over $500.00 "fixing" things that didn't work. I finally got upset and had a new hot water heater installed after not having hot water for a week. No telling how much longer I would have had to wait for them to finally come to the conclusion that I needed a new water heater. I had my sick mother in hospice care here at my home. I was caring for her and heating water in pots and having to carry them to her room. American Home Shield knew of my issues and made no attempt to get things expedited to help. I finally took a "payout ", which means American Home Shield pays you back what they would have paid for a hot water heater. The amount is not even half of what I spent using the same contractor they sent. I still don't have the money and I have no clue when it will come. My mother passed away. Not blaming them, but the customer care people you speak to, which are all in a call center in another country, are no help. They just read back pre-written answers to your questions. And good luck trying to understand them. So, NO, I do not recommend this company and as soon as I get my money back I will change companies and hopefully find one that is at least here in the US. Wow, they are called "American" Home Shield.

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.

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

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.

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.

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.

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.

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.

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

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.

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...

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.

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!

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!

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

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!

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?

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.

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.

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.

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.

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

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!

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.

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.

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.

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!!!