American Home Shield Reviews

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!!!!!

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"

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!

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.

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.

Good service and prompt response. Phone answered quickly

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.

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.

I would expect that the founding company for Home warranties would be the pinnacle of propriety. My experience with AHS in California left a bad taste in my mouth and then with a purchase of a home in TX that came with the AHS, I was concerned. Under the bad weather of 2021, I had no issues with the house. In May 2022, one of the AC units failed. According to AHS' contract they should have repaired the coils and replaced the coolant and taken care of the contiguous issues. The AC company took advantage of AHS refusal to pay for the contiguous repairs and hit us with an inflated bill. I have further comments but they are not based upon facts, for now, but on perception.

Like most insurance companies, nothing is ever actually “covered”. After paying $100 after specifically calling to ask if my window unit would be covered, they said it needed to be completely replaced. While they do cover the replacement, I apparently don’t have the “modification” insurance which means putting insulation around the AC unit. They also said they won’t cover the electrical work needed to instal the new unit even though they cover electrical work in general.

I would have given zero rating if that was one of the options. The contractor assigned to diagnose the issue with the appliance found the issue since end of April and recommended that the appliance be replaced because it would cost more to fix. Each time I called American Home Shield; the representative would tell me that they are escalating the issue and I would get a response within 48 hours. I never got any response from them and the appliance is NOT repaired or replaced to date. I was told by AHS that they did not receive the report from the contractor; and they are waiting for the contractor’s report and their system shows that the issue is still under REVIEW? The contractor on the other hand confirmed to me that the report was submitted to American Home Shield on May 4th and they are unable to re-submit the report of the diagnosis. The contractor has also confirmed that American Home Shield has already paid them to diagnose the issue when the report of the claim was submitted to them on May 4th. I reported this issue since April 17th and it is over 1 month and AHS has not done any repair or replace the unit!

DO NOT USE! I have had similar home warranty protection for more than 20 years, so I believe in the product. But, over a YEAR has passed trying to fix my free standing ice maker. Multiple subcontractors sent to my home. Some show up, analyze, and then never contact me again. Some take the unit away and return it, still not working. Another has replaced multiple parts at different times, and it still does not work. In fact, it appears the unit is more damaged than it was originally, But at least they have a customer service department. Polite, but a joke! Try calling 20+ times with no resolution. Jump through countless hoops only to be met with shallow apologies and empty promises to resolve the situation. I am actually on hold as I write this. Seriously, this shield has gaping holes in it and you should look elsewhere for your home warranty protection.

This company is the absolute WORST!!!! There customer service is so bad and very hard to understand. I have been with them for 6 years and in the last 6 months have had to use them twice and both experiences have been HORRIBLE. My upstairs tub had a leak which caused water damage on my downstairs ceiling. The technician came out, found the leak and said he needed to replace the cracked section of the pipe with a new section. AHS denied the claim saying it was a "modification" and the contract doesn't cover modifications. I spoke with Customer Service, which was useless and ended up having to pay someone out of pocket to fix the pipe. Now my air conditioning unit is out. The technician that came out let AHS know that the AC unit is not reparable and that I need a new condenser and evaporator coil. AHS is not covering this repair because they are once again stating this a "Modification" and modifications aren't covered by the contract. When I pressed them further they stated that the new unit has different parts then the old/useless unit, therefore it's a modification. I called the technician to ask about the parts they told me that wasn't true, that AHS is saying that and chose to itemize all the various parts in order not to cover the cost. THEIR GO TO IS TO CLAIM SOMTHING IS A MODIFICATION AS A LOOPHOLE TO NOT COVER COSTS. AMERICAN HOME SHIELD IS A FRAUDLUENT COMPANY. PLEASE DO YOURSELF A FAVOR AND CHOOSE ANOTHER HOME WARRANTY COMPANY.

Our real estate agent talked us into American Home Shield for our two properties and it's been nothing but a nightmare. They will send people to repair an item for $75, but when we had a microwave that the GE repair service said could not be repaired because the part was no longer available and told us they were recommending to AHS that the unit be replaced. AHS ran us around for almost a month, through at least TEN phone calls, acting as if they never got the report from GE, saying repeatedly we would receive an email and we never did, delaying, delaying, delaying. In more than 60 years of life, I have had some scams run on me, but nothing like this - under a veil of legitimacy. We finally threw up our hands and cancelled our policies - after they made us wait on hold for almost half an hour, of course. PLEASE do not use these people. You will regret it if you ever need any covered item replaced.

I sent in a repair request for service on my microwave and refrigerator. they contacted an appliance repair company that took several days to come out and try to repair the problem. They could not repair either item and said they will be back when they have the parts. This went on for several months. I placed 6 calls into American Home Shield Reps. They could not get the Repair people on the line each time and said they would call me back. They never called me back and the work was never done. After 3 months they wanted me to send in another service request and asked for another $ 100 deductible. In addition to this problem their system did not capture my $ 100 deductible payment. i sent their receipt and my Visa statement showing the payment to the billing department 3 times and they still tell me they did not receive payment. The customer service rep's are limited to what they can do when you have them on the phone and you can never speak to a supervisor to solve a problem. Horrible system to work with when you have a problem

On 1/13/22 we requested AHS, our home warranty for help with our appliance, a Wolf Range. They assigned the case to a terrible company in the area even though it has barely a rating of 2. It was a very painful process to even get a person out to us, they said a part will be needed for the element. Now it I has been 5 months. We have had a few visits either physical or virtual lasting no more than a couple mins each from the appliance repair folks, each time they just take a brief look and decide a new part is needed, and then there is the wait for the part and another appointment. When they come back, another part is missing. AHS has no clue what the diagnosis is, and today an agent told me that they have no reports at all. For 5 months they’ve been paying this appliance agency and authorizing parts, but neither them or the appliance company was able to tell me exactly what the issue was and how it’s being repaired with all these magical parts. However, the range cannot be replaced “because the appliance company hasn’t explicitly told us that.” AHS is paying them for each visit but there is nothing on file for what’s wrong. There is no “end period” for how long this could keep going on per AHS. I was 4 months pregnant when this started, now I’m having the baby next week. I could have a toddler and still be waiting for the right “part.” Given these technicians have barely spent 20 mins total with the range and no one can even speak intelligently to me about the issue, I am not confident in the work at all. AHS has told us we cannot use anyone else so we’re held hostage to this terrible company and their whims. I can’t even trust that my family will be safe around this range once “repaired” though it may be a dream that it’ll actually work. We had renewed our warranty w AHS but now regret it - this company does not know what it’s even paying for and does not care for its clients at all.

If there was a lower rating than 1 star I would give that. I had a water heater go bad and called to get it repaired or replaced. They promptly charged me $125 for service call and sent a contractor out that was less than caring about doing the job. Even suggested that I take the payout on my water heater and use my own plumber! Over the next two days I called and left messages for them to call me back and to this date (10 days later) they have not called me back. When I called AHS to inquire as to how to be claim my payout so I could get my own plumber the rep I spoke with told me that I couldnt get the check until I provided a receipt for the work done. This was totally contrary to what their website said. It said that I would be paid upfront and then I could pursue my own plumber. I had to speak to a supervisor to clear that up and she acknowledged that the rep was wrong. Keep in mind I had a minimum of a 30 min wait each time I was transferred. I finally received my check today and I called to cancel my contract. After being transferred 3 times and at at least 30 min each transfer I got it canceled (I think!!!). Each rep that I went through tried to talk me out of cancelling and would talk over me and made every excuse in the world to prolong or prevent my cancelling. Each rep had to ask me again each time why I was cancelling so I had to repeat this story 3 times and they still tried to talk me out of it. This is a money grab operation at best. I still have trouble wrapping my head around the fact that THEY had poor service, poor contractors, and no knowledge of how the reimbursement is supposed to be handled and they still charged me another $49.99 to cancel even though it was due to their poor service. Every time you talk to them it costs you money, including my monthly payments to them every month. Horrible experience, nothing but a flim flam operation to milk you out of money. You are better off just saving $60 a month set back to fix your own problems.

Called in a service order for roof leak 6 days ago. Leaked down wall into rocked and washer. Have had no reply. When I called to check I was told 24 to 48 hrs. How many 24 to 48 hrs do they mean? Well that was 4 days after initial claim. Got rain coming and it will leak more. They won't help me or answer questions. This is completely unacceptable. Had them on and off for 10 yrs and never had a claim.

I purchased a one-year contract with American Home Shield, and as the year ended, I decided I wanted to cancel since I wasn't using the service. In the span of just a few weeks, AHS called me, left voicemails, sent text messages, emails, and mailed letters requesting that I renew the contract. I decided I didn't want to renew my contract, so I called to cancel. What I thought would be an easy request took nearly an hour. I spoke to three representatives, all of which tried to convince me multiple times to stay with AHS even though I already told them I wanted to cancel. If this is how their customer service handles requests to cancel, I shudder to think of how they would handle an actual request for service. Probably the worst customer service I have ever experienced!

I requested a service call for the same issue first time the contractor looked under influence. I requested someone to come out to fix a leak I heard in my attic he stated 5mins and left with no resolve. I called again with the same issue he stated he didn’t hear a leak and that I need Freon and charged me a few hundred dollars because AHS didn’t cover it, so fast forward 7 months later I called for the same issue and the contractor stated that I have a leak in the unit in my attic but it will cost me @ 1100 to get this resolved. I let the first specialist know that I have given@$600.00 and this could’ve been resolved three calls ago and I don’t have that kind of money I have elderly parent with asthma and is currently fighting but breast cancer I don’t have that kind of money at this time to no avail Amy got smart with me and told me that nothing she can do and asked her who will shoulder the responsibility of all the calls for the same unresolved issue that I don’t have the money to pay take the money for all the other calls

Complete scam of a company is American Home Shield. Have had several major appliances from A/C, to Pool filtration pump and now my home water heater. In none of these cases has AHS provided any satisfactory assistance. I've had to come completely out of pocket for any and all repairs not including the scam contractors they find and send out to misdiagnose or outright not do any type of troubleshooting before coming to you with the highest and premium repair cost, who overly conveniently are never covered under your policy with AHS. They are a complete shell warranty company, complete and utter liars to the highest regard. Stay away from AHS, if you value your garden earned dollars. All they do is charge you monthly, charge you when you call and basically charge you $200 to have the worst, most unprofessional and amateur contractors come out for inspection. It is not to the point where we are considering legal avenues to combat this non fiduciary scam warranty from American Home Shield. Thousands spent on the possibility of stuff going wrong and when it does AHS just vanishes with your monthly payments and service fees.

A 24 -48 wait to have a vendor call you back is too long particularly if there is an emergency situation or it is time sensitive. The option of classifying my request as an emergency wasn’t made until my fourth phone call to you folks. In those circumstances, if you cannot provide service (n an adequate time you should reimburse the customer if they have to seek service elsewhere.

We could not have had a worse experience with a home warranty. We paid the money we owed, we used the company they recommended when we had an electrical issue (which was covered), and then they fabricated an excuse for not covering the repair. I wouldn't be surprised if they had a scam going with the company they recommended because when I finally called a highly recommended a/c company, they fixed the electrical issue within minutes. American home shield has continued to lie to me telling me they are elevating my issue to their next level, but each time I call for a status, they have no record of having talked to me and the process begins again. Then they tell me I exceeded the amount of time to file a complaint when I've been trying to do that for months. They told me they would call me back 4 different times and never did. They figured out how the phone works when my warranty was nearing the expiration date and they called me three times a day for weeks. Save your money and hire a decent contractor for repairs. We funneled way too much money into this fraudulent company and their lousy contractors that are paid to say what AHS wants them to say. I would leave no stars if I could. We have been incredibly inconvenienced by this company and they robbed us of over $1400. Avoid them at all costs, it's a scam and not worth your time or money.

I have been a member for over 4 years and have barely had to use them. When it comes time to use AHS they are not helpful! When I purchased the plan after speaking with a representative on the phone not online I made sure all questions were asked and answered. I purchased the plan to also cover my septic pump. I was told I could only purchase this option in my first year and couldn’t add it on after but as long as it was added on initial contract it would carry on. Now I am being told it is only an option that can be used in the first year only! I have been on hold and talked to numerous people. I have been told yes it is covered in my plan and in the same breath told they would not. You go to my online account and dashboard and looky there it is listed under my serviceable items!!!! I have screenshots to prove it. You can’t have it listed under my serviceable items and then not do anything about it!!! Also the original technician that came out said oh we don’t do that …. Never even looked at it or open the cover to look in tank, was at my house less than 2 minutes. I will not pay that service fee either!!!!

Paid for this service for 3 months before I filed my first claim on 3/4/2022. On 3/6 I had not heard from the contracter who was assigned to me, so I called them. They said they were no longer willing to work with AHS, nor were they willing to get on the portal and reject the claim. They gave no additional details as to why. That same day I called AHS back, they cancelled that claim and reissued a new one. I was refunded the $100 deductible, and recharged the same deductible. By the second day after being assigned a contractor, I reached out to contractor, who was extremely unprofessional in the way he handled my business (over text, unwilling to call me), but explained that he was going through a slew of hardships, including being sick with Covid, so I simply called and had them repeat the process to reassign this to a third contractor. By this time it was the 18th. I was informed there were no contractors in my area, and that it would take 48 hours to find one. by the 22nd I had heard nothing, and this time I called to cancel my membership, and get my money refunded. The best they could do was refund the $100 deductible, and the one monthly fee that had come out since my first claim was filed. They charged me almost $40 to cancel early, regardless of the fact that the fault was their own, and when I asked if I could speak to someone higher up I was told there is no one higher up. There was an additional $137.82 they refused to refund me, not including the fee they refused to wave. Buyer Beware - I was unhappy with 2-10 warranty, but never in the two years that I had their services was I treated this poorly as a customer. AHS made 2-10 look flawless. Do not waste your time or money. Do not go with AHS.

I had AHS for over 3 years, never needing to use until yesterday. My furnace induce motor died. So I thought WOW I get to see AHS in action, LMAO. I live in Chicago, the temps for next 10 days are overnight in the 30s. I was told by vender and AHS that it would take 7-10 days to get the part. I said WHAT? I spent 9 hrs on the phone with AHS from yesterday to today to find out YES that is HOW THIS WORKS. I was like I will have to move my wife, pets, daughter into a hotel for 10 days, as the REP finally said "Sir Allan, your part will be there on March 31st, like isn't that great? Sure if I live in the Philippines. So long story short paid $886 to my local HVAC guys and CANCELLED AHS. WHAT A LOAD OF CRAP

I have AHS for warranty as part of my closing after we purchased the house. The previous owner would like us to continue using AHS. Since we didn't know any better we agreed. After a couple of experience with AHS, I would not recommend this company to anybody. I regretted signing up with AHS. See why below. 1) I have clogged pipes on a weekend after business hours. We could not use the bathroom and the sinks. I called AHS but i could not get a hold of them so I made the decision to call a plumber to unclogged our pipes. The following day I called AHS and they would not cover it even it is under the warranty because they did not approve the work before hand. I think this is poor customer service. They don't care about their customers. It is not my fault they are not available over the weekend and we have an emergency to get the issue fixed. They didn't care. They said I did not follow the process so therefore I am not covered. 2) 2nd complaint - They authorize to check the pipe that was leaking outside the wall in the backyard. To do this they have to create a hole in the wall. This was approved by AHS. So the contractor made a hole and saw that the pipe was all the way to the bottom, AHS would not cover the pipe fix but agreed that they will fix the hole in the wall. A few months later we fixed the pipe and now I am calling AHS to fix the hole in the wall and now they are saying it is not covered. This was agreed upon with the agent right before they made a hole in the wall. This is very deceptive on their part. They lied to me and now I have to fix this coming out of my pocket. They are liars! Unreliable and could not be trusted. STAY AWAY from this company! 3) My 3rd complaint is the language barrier with the customer service. They are using CS from other countries. The reps are hard to understand and they seem to have an issue understanding us and makes the issue you are trying to resolve impossible. Again, STAY AWAY! Try other services.

I received a bill (bill dated 10/26/2021) from A&E Factory Service (also went by the company name of Sears) for a repair service (service date: 10/25/2021) for my refrigerator, in the amount of $99. On 11/15/2021, I called American Home Shield (AHS) Home Warranty to inform them of & dispute the bill. I spoke with Sam, the AHS phone representative, who stated that he had spoken with A&E Factory Service and assured me that I do not need to do/pay anything. Sam confirmed that I had already paid the service fee to AHS Home Warranty; therefore, I do not need to pay A&E Factory Service, who AHS Home Warranty had dispatched to my home to complete the refrigerator repair service. However, I received a collection notice, dated December 16, 2021, from Receivable Management Services (RMS), LLC for the amount of $99. I contacted AHS Home Warranty, again, and was told that my case would be escalated to the supervisor. This representative (I do not have the representative’s name) promised to call me back with an update within 24 hours. I never received that follow-up phone call. On 2/14/2022, I called AHS Home Warranty, yet again, and spoke with Mila, the AHS phone representative, who was very rude. I was transferred around twice before I finally spoke with Hazel, the Escalation Department, who stated that she would forward my case to the Contractor Relations Department. Hazel also stated that she will call me back with the status. I have received follow-up phone calls from Hazel, stating that there was still no response from the Contractor Relations Department, but after February 25, 2021 (the last follow-up phone call), the follow-up phone calls just stopped. I had previously informed Hazel that it was very difficult for me to talk on the phone, because of my job. I work for healthcare, and within a call center, so it was/is very difficult for me to make outgoing phone calls and/or answer incoming phone calls. I have also been working over-time due to the COVID pandemic; therefore, this inconvenience is more of an inconvenience to me to have this head-ache dragged on for so long, which was very unnecessary to begin with if AHS had employees who were accountable. On February 26, 2022, I tried to contact Hazel to inquire about the status of the escalated case that was submitted to the Contractor Relations Department. I spoke with a female representative (did not get the representative’s name), who stated that she was unable to directly connect me with Hazel; however, she would send a message for Hazel to contact me back. It is now March 14, 2022, and I have yet to receive a follow-up phone call from Hazel, the Escalation Department, nor the Contactor Relations Department. My credit is very important to me. I pay my bills the day after I receive them. I have a perfect credit score. I don’t want this one little mistake, from American Home Shield, to ruin the credit that I work so hard to maintain. Just because the contractor, who American Home Shield had dispatched, were unknowledgeable about the process/procedures of payment/reimbursement between both companies. I would like for this minor problem, which turned out to be an unnecessarily-lengthy issue, to be resolved once and for all. I would also like a confirmation that this issue has been resolved, so that I can submit to the credit reporting agencies.

•10/19/2021 service heater •1/11/2022 fan motor not working Anthem Mech. Said they had to replace fan motor and computer board. Did Not have parts , would take 3 weeks. •very cold called Second company were able to fix fan motor that day. • Have called American shield almost a dozen times since January 11. Talked with call center repeating the same message. They are not authorized to respond to this issue. Have asked continually to talk to someone that Has the authority to give me an answer. • march 13 one hour call. Call center put me on hold three times. I know they have received the estimate from anthem mechanical. For both the fan motor and the computer board.“The authorization department “ seems to be the department that can answer the questions. But I was not given a number to contact them. It would be nice just to get an answer to talk to somebody that has the authorization to resolve this issue. If I hear from somebody from American shield I will be very surprised.

Terrible. Have been loyal customer for 5 years. Evaporator coil went bad on A/C unit. Contractor came out within 2 days. American home shield sends email stating ill need to pay an additional $1500 for things they don't cover such as $980 for refrigerant (which seems like price gouging to me) and 500 something for modifications. First I should not need to pay for modifications if that is what is needed to make the part fit. Secondly I would need to come out of pocket 1500 dollars but american home shield is paying 504 (that is the cash option that was offered). How should I be paying more than the actual warranty company?? Worthless canceling this company and telling all friends and family not to use this company such a scam!!

Over all I had pretty bad experience with AHS. My water heater broke. After their contractor came, they offered to (1) replace my water heater (provided that I pay over $500 for additional stuff) or (2) cash out with $400. Here is the worst part. AHS was not able to tell me which water heater I would get. I called customer service and the contractor couple of times without any progress. It was frustrating for me to make any informed decision.

I requested electrical repairs a month and a half ago. They charged me ~$100 service charge which is normal and expected, if they actually do the repairs! It took AHS 9 days to get a contractor to come out. He came and sent them the report for approval. They approved, but he never came back. After multiple long calls wasting hours of my time they now are telling me they can't reach the contractor nor find another one so I have to accept a "cash out", which is barely enough to even cover the service charge that another contractor will charge. So I'm paying two service charges, and after a month and a half have nothing repaired, and will end up paying most of the cost myself. Not to mention that I have been paying them for months with no charges. It would definitely be cheaper to save the money I paid them month to month, and just find a and pay a contractor myself which is what I end up doing anyway.

I have the Shield Gold plan paid AHS $125.00 to have a company come out just to screw he tighten the base of the toilet was not aware I only had 30 days if problem still exist. This is a secondary restroom which is never used so when I discovered the problem still existence I call AHS a young man issued a recall for the problem. The next day they left me a message they had to cancel the recall because it was pass 30 days. The rude young lady on the phone refuse to help I requested to speak to someone and she transfer me to an office that was close on the weekends. Called again and explain the issue the gentleman put me on hold for 5 minutes and came back and said he had to verify my account than he transfer me to a retention department who never answered the phone. AHS has the worst customer service representatives I have ever deal with. I will be canceling them very soon and also tell my entire neighborhood on social media how AHS treats their customers.

I recently joined American Home Shield. My first experience was to request service for plumbing stoppage. I learned that my plumbing issue would not be dealt with until four days later. Upon contacting the customer service relating to this issue, I was told that they could not find anyone else, and that I should just wait the four days. Mind you, four days with a household of five and no working toilets. The customer service representative spoke very broken English, was difficult to understand, was rude, not helpful at all, and continued to patronize me when I told her that I could not be without toilets for four days. I then requested to speak to a supervisor. She told me that someone would get back to me next week. Upon requesting that my service fee be refunded, she said sure, that will take 3 to 5 business days. I have worked with two other warranty companies prior to joining American Home Shield, and they always made sure that these types of issues were dealt with immediately. Not impressed so far.

I did a service request for my garbage disposal and AHS assigned Immediate Response PLB & Rooter SERV INC out of San Antonio to do the repairs. The contractor called Tuesday and stated that they had no parts and the earliest they could send someone out was Friday. I said NP. Today she calls and says they can't come out on Friday they can come out next week. I said unacceptable. They haven't even come to my home to do a diagnosis to see if we even need a part! I told the contractor I would call AHS and request someone else. She tells me ALL contractors are having the same problem I guess to convince me to keep their business. As I was contacting AHS I realized that Immediate Response PLB & Rooter SERV INC was a company we had a bad experience with in the past and that their service was horrible. When I talk to the rep I inform her of our past encounter and I tell her I definitely don't want them coming to my home and that I made a complaint to corporate on them. She then tells me that my contract states I can't change the contractor assigned to me by AHS! I said are you serious? I had a bad experience with this contractor and you're telling me that a company that did me wrong and I made a complaint on I have no choice but to let in my home? I told her she needs to stop reading her script and look at her algorithm and look where it says "special situations call manager." I asked for her manager. She puts me on hold for a long time and then the phone hangs up. She calls back and says her manager will call me. It's the evening and no one has called me back. Half the reps don't know what they're talking about but they wonder why the customers get so upset on the phone.

I have been waiting ALMOST 4 months for an issue to be resolved with American Home Shield and I can not get anyone to help me. I have been treated with the utmost disrespect along the way, and by disrespect I just mean the lack of care for myself the customer. I pay almost $60 a month in fees and pay whenever someone is sent to my home. I would like to think I am an ideal Customer. On 11/8/21 I placed a request for Service in a Basement Bathroom where the handle to the shower had come off. I was assigned Brick Street Plumbing. Brick Street Plumbing came out, took my shower apart and told me that they needed to order a piece and they left. They marked the Work Complete in the American Home Shield Website. After a month of reaching out and getting no response I reached out to American Home Shield to see if I could get some sort of help with where my part was. American Home Shield should have record of this. They tried several times and were finally able to get in touch with Brick Street Plumbing. They stated that they ordered the piece and that they would keep us abreast of where we stood on waiting for the item. I also filed a grievance with American Home Shield because I did not feel comfortable that you were allowing them to mark the work COMPLETE when in fact it was not. I waited TWO MORE MONTHS before reaching out to American Home Shield, and this marked THREE months since the original work order. I was beyond disappointed in American Home Shield allowing them to take three months to respond to me and run me through the mud. So at the three month mark American Home Shield tried AGAIN to reach Brick Street Plumbing and after SEVERAL attempts and not getting any response, I was assigned a new company JED PLUMBING & GAS. On 1/24/22. JED PLUMBING & GAS immediately came out and diagnosed all the issues within my home (there was an added issue in the Master Bathroom but this does not pertain to my complaint or my original Work Order). Once they submitted their findings I was denied coverage of the shower (On 2/12/22) based on Misuse and Abuse. JED PLUMBING & GAS came to this decision based on the parts being all disassembled (which was done by Brick Street Plumbing when they came to my home!) For the past two weeks I have been trying to get help/resolution and a fix for this issue and I have been put from one person to another. I have had NO ONE help resolve the issue and we are about to hit FOUR months since I placed the original Work Order. Brick Street Plumbing can be Googled and they have 2 Stars out of 5 and ALL most all of the bad reviews are from your Customers and it pains me to see that myself, the paying customer is having to pay for a mistake they have clearly made. And if you look at my correspondence with American Home Shield you can see that it has been issues with the company from the beginning. You were negligent in hiring this company, negligent in allowing them to mark the work complete knowing and being alerted to the fact that it had not been, negligent in making me wait 3 months, and now negligent in making me wait 2 weeks to fix the denial of coverage. Negligent because for going on 4 months a service I have paid for has not been rendered. So hurt that I am having to go through this and I can not get any help.

I just got off the phone with ahs, they are the worst. I had to find my own contractor to fix replace my water heaters because ahs could not provide one. I paid the contractor as instructed and know they are refusing to pay back the amount the contractor charged me, even though all discussions about the job were between the contractor and ahs. If that is not bad enough, ahs owes me $136.00 for a trade fee refund from Oct. 2021 after taking 3 months to replace a pool pump. Currently I am waiting on $2,816.88 in reimbursement from ahs. I have called at least 10 times and get a different story each time. This is just unbelievable-they are not a good company. I would not recommend them to anyone. James Meadors, Scott, AR.

Don't waste your money. Very difficult company to deal with. All customer service is overseas and many have limited english language skills. If you have plenty of time to get your problem resolved then maybe its right for you but if you have an emergency forget it. I tried to use them on 3 separate occasions during my one year in the program only once did they actually end up servicing an appliance (after about 7 days) and the other 2 times there was some big problem (for example their local company they used never responded) so I just gave up. And since not renewing they have been relentless in trying to call all of my phones to get me to renew again. Go away!

I've been with AHS for 5 years, and I can only think of a couple times where the experience was acceptable. I've frequently had AHS reps dismiss me, pass me off or hang up on me, or even argue with me. The companies they send consistently seem to have limited knowledge or desire to engage the job well, and on several occasions have refused to thoroughly look at the problem "because the warranty won't let them." We're talking HVAC techs not noticing that ductwork isn't connected and air is blowing out. Several jobs were never completed. The kept trying to do band-aid fixes to our HVAC to avoid replacing it, including trying to charge us $1305 for one. It has been a horrible experience, and we only stayed because we were counting on them following through when our HVAC eventually went; instead, we had an awful experience while also having $700 power bills due to the issue. It is not worth your money; set the money aside you would have spent on the plan, because they will argue to avoid major repairs, send low-quality/unprofessional contractors, and sometimes leave you in a worse situation. And I must reiterate that their representatives have treated me poorly over the years, said things they then refused to follow through on, and shirked responsibility frequently. Check out their BBB reviews as well. They seem to have people feeding 5 star reviews on here.