American Home Shield Reviews

Absolutely awful company. Avoid at all costs. The HVAC tech did not resolve our issue in our new home and when we tried to cancel the contract because we were unsatisfied with their vendor and their customer service as a whole, they omitted hundreds of dollars and miscalculated prorated costs for the plan. Now, over 6 months later, we're still going back and forth with them about the money we're owed back. Through numerous calls to customer support, no one could help and they always promised calls back, which never came. I had to file a complaint with the BBB and they still are unresponsive as ever. They insist that their system is always right and won't even show how they arrive at their numbers and provide no evidence for anything. The tech was at my home for 30 mins, charged me another $80 for refrigerant, didn't solve the issue, and now AHS is trying to withhold over $200 without proving that's how much the vendor billed them. I fixed it a week later with a $15 fuse from Home Depot. They also withheld another $150 (prorated price calculated incorrectly by them) for the month that we had the warranty for - and they won't even cover the "repair"! All they can tell me is "We told you we are correct. We won't do anything else". AHS is nothing but a scam. You'd be better off finding your own contractors.

Stay away. I am trapped and have to stay with them for a year. I will leave as soon as my contract is over. This company does not follow standard business models. You can only be signed up with your financial information like credit card. They double charge you and won't reimburse the overcharge. You can be on the phone with them for hours everyday. The agents tell you they will reverse the charge but it never happens. When you sign up, you don't get an invoice. The grace period is 30 days. You only receive an invoice once they charge your card. And once they get a hold of your card, you can't remove it from your account. The agents lie like there is no tomorrow. I asked them to remove my card and she said she did. I got charged 10 days later. I asked one agent (Sam) to send me an invoice through email. He said he did. I said I wait till I get it in my inbox. Then he started to back paddle, I tried. The agents work out of farms. Ther rooster sound in the background is so loud that you can't heat the agent. Covid is becoming an excuse to wait on hold for hours. The agents only talk, nothing gets done in this company. I hope I get a chance to talk to the CEO. they really need help with operation in this company. Lat word, if you want to stay sane, stay away from this company.

I’m in the throws of it right now having recently moved into a condo to find out when it’s super cold that my heater doesn’t work which is a hydronic system that runs off the water heater. The part in the little attic of my closet is obsolete and the non working unit is broken due to wear and tear. The part that is needed isn’t even made anymore. When I called Home Shield as my warranty insurance company set up in escrow by the seller for me-they said they would attempt to find a contracted vendor and get back to me even though I knew that they wouldn’t find a company who understands this system fully as I had Ralph’s heated and Air who had done many other units in my building recently and I was warned by the maintenance team that Home Shield will struggle. They called me back the next day and authorized me to find a third party company for which I had. The next day after that without heat now for three days in 47 degree temperatures in my condo, I had the owner of the hearing company, myself and my broker on a call for authorization and we were greeted by the rudest, most horrible woman named Trisha who impacted not only me as the homeowner but three people on the call as well-every single person was shocked by her conduct. She was condescending, rude and just unprofessional. The owners from the heating company explained to her that the parts of this obsolete unit cannot be replaced they don’t exist at all and that the system runs off of the water heaters and that they would re-route the heat to the compressed on the roof of the condo. Trisha insisted they wouldn’t replace a part that works but we were not replacing the compressed only adding a necessary devise in it to generate the heat because the current system is from the dark ages and it is shot. She said they would only replace the parts that are broken inside the condo, not understanding that in order to get heat up and running it has to be updated because the old system isn’t on the market anymore. It’s a split system with radiant heat, hot water regulator is broken. Hydronic works with water and the née systems work with radiant. She denied these workers the authorization to do the work. She claimed they would get back to me with their own contractors who do this work. My broker has spoken to the rep at Home Shield assigned to this case, 294174012 named Gabriel. He claimed that they would try to find their own heating company vendors to do the work but the diagnosis is going to be the exact same thing and he told my broker I then would only be entitled to 2000.00 for interior heating/water systems. The estimate that Ralph’s heating and air was 7200.00. Gabriel said he would get back to my broker by the end of today being January 28th and she didn’t hear back from him. The attitude is very strange as if you are a bother to these people and a waste of time. On my initial call in to report the problem I was assigned to Gabriel who really didn’t explain things well to me and when I called back to complain I spoke to a local lady named Kim West and said I’d rather deal with her in the future but my case had already been assigned to Gabriel. Clearly not off to a good start. I won many homes in California and Utah, with home owners insurance. Sad to say-I wouldn’t use this company again after being left in the cold with no remedy, help and opposition by the authorization department, Trisha who was witnessed by me, two heating company employees and my broker all together on this call. When she disconnected the line, every single person complained about her attitude and rudeness. I’m in a state of shock for how unprofessional this has been so far with no end in sight leaving me to pay for most of this and I shouldn’t be. I won’t. This is so wrong.

I have been waiting 5 weeks for a hot water heater to be installed and keep getting the run around. American Home Shield used to be a great company until they outsourced their call centers to other countries this past year. Now, no one returns calls, none of the contractors get back to customers, and when you do call, they pretend they are working on it, but have no idea what is going on. I have a policy on the home I live in and the home I rent out. My current tenants are now going to move out because they have been without hot water for over a month, and I can't blame them. I will be canceling my contract as soon as I get this dang water heater installed. Do not use them! I have called over American Home Shield a dozen times and been texting and calling the contractor and responding to urgent requests from my tenants. It has been the biggest hassle, and at this point, they still have no idea on an install date or who is doing what. For the money I've paid them to have a contract for years, I could have just bought a new hot water heater and saved myself the headache.

Viking water/ice dispenser would become jammed with ice, leak water to floor, inside freezer condensation build up, freezer door would not remain closed. Alex from All Valley HVAC removed ice, said the problem was the ice not allowing door to close. I explained problem AGAIN then he rediagnosed problem, told me he would order a new water dispenser because it was broken. Later American Home Shield refused repair because Alex claimed "customer broke ice dispenser by putting a paper towel inside door mechanism." Now a 2nd opinion is required. Active Appliance Service will be scheduled to diagnose the problem. This same company replaced the ice maker in August 2019. My complaint is simple- The ice maker, water dispenser are two different units but work in tandem. The oiriginal problem in 2019 was resolved for only 16 months before the same problem reoccurred. Alex never mentioned to me that he believed the water dispenser was broken by placing a paper towel inside. The paper towel was placed inside the water dispenser to prevent water from dripping on the floor. The ice build up that preventred the door from closing was caused from the water leaking inside of the freezer. When I called All Valley HVAC I was told I could not speak with Alex. Paying $100 for a service call, and then blaming the customer for breaking their own water/ice dispenser by putting a paper towel inside is ludicrous. I am the customer who will notify the BBB , file a complaint with my credit card company to refund my payment, file a complaint with American Home Shield, and cancel my subscription.

We have are in peak of winters and our HVAC stopped working. The send technician immediately from Interstate Heating and Cooling for diagnosis. The technician gave the report to replace the HVAC and it was approved by paying $199 and regular $75 for visit. The HVAC arrived 15 days after and there was no mismatch between the new HVAC and VENT work. We have TRANE system it was replaced with GOODMAN with same efficiency. The installation team installed although knowing it will not work with existing setup. Immediately called AHS they said wait for report from vendor. The vendor say you need to contact AHS, it close to 2 months now, the vendor has come 4 times with no solution and everytime call AHS response , they say need to contact authorization department. Based on my experience AHS do not have quality vendors or they provide quality products for replacement. They will replace products with cheap equivalent product.

ABSOLUTE SCAM DO NOT BUY THIS INSURANCE. They fix nothing, they don't use anyone local and the companies they contract to do the absolute minimum and disappear. Recently they send a garage door company and then refused my claim because my 18 year old garage door opener quit working. They claim it's not covered because that's not "normal wear and tear"? Absolute nonsense. I paid $100 for a water heater person to come, they came, said they didn't know, and left. No one ever returned, no repair was made. AC guys were there 11 times over the past 3 years at $100 a pop and it still doesn't work properly. Insanity. They do the absolute bare minimum to make things work, then when they quit due to THEIR technicians' work, they deny your claims. Don't bother, put your $60 a month in savings and just hire people yourselves. You'll save a LOT more money.

I made $70 payment to AHS and it is not reflected on my account. AHS placed my contract as "past due" even when I already made the payment a month ago. I called AHS for Duct Work on 11/23/2020 and I was charged a $75 service fee. The duct work was never repaired. I complained to AHS about this because they selected a vendor with less than a 2 star rating on different rating agencies. AHS ignored my complaint and never repaired the duct work. I then disputed the transaction with my bank and the charge was reversed but 2 weeks later the charge was then charged back to me as a re-bill of $70 which I then paid for it on 12/22/2020. I made another extra payment to AHS of $70 on 12/19/2020 before I found out that my bank was going to re-bill me the initial $70. My payment to AHS totaled $140 on 12/23/2020. I then pointed this out to AHS almost daily for 2 weeks straight and they ignored my request that $70 be refunded to me. I filed a dispute at my bank about double paying and my bank reversed one of the $70 payment. After that, AHS changed my account to -$70 and said it was past due. They said they never received the payment I made on 12/22/2020 and it was showing as "payment pending" for 3 weeks. I went into my bank and called on 1/13/2021 and my bank said they did send that payment and the payment is with AHS's merchant bank and AHS needs to contact their merchant bank to claim the $70. I called AHS on 1/13/2021 and told them what my bank told me. I provided the phone number of the merchant that my bank mentioned that AHS should contact. AHS contacted them after putting me on hold for hours. They said they will look into it. I then called AHS the hours later and I was asked to fax my bank statement to fax number 855-237-7788 showing the $70 payment. I sent the fax to AHS 1/14/2021 and they said they will look into it. My account still shows past due and I am unable to use the contract I bought with AHS. It has been about 2 months since I first called and this has not been resolved. I have had to pay for repairs fully out of pocket on the home over this period even when I have a warranty that I paid for with AHS. I called AHS to ask that my contract be canceled and I was told they will charge me a cancellation fee even when AHS is at fault.

Terrible! the customer service center is in the Philippines and they do not understand English or the American way of life. I asked to speak to a supervisor and was told NO! I asked several times and was denied the opportunity to resolve the issue. I'm a 100% disabled Veteran and I have this service to assist me when things need repair and this the last two times they failed miserably. My electricity is still not working in my sun room. My microwave is supposed to be replaced and I'm still waiting as they want to replace it with one that doesn't match the other appliances, which is totally unfair. Finding a customer service representative or a supervisor that actually cares is frustrating. Each call I spend 5-6 hours dealing with incompetent customer service reps and waiting on hold for hours. The service used to be good and people cared, now the service is poor and most of the contractors don't give a heck. I've lost about $400 in services not completed and I'm still waiting.

I find that their website is very good, getting hold of them on the phone is a whole other matter. I got so tired of waiting on hold that I decided not to renew my contract for an additional year. The other issue I have is the deductibles are higher than the other company that I switched to.

This is the worst excuse of a company I have ever faced. 7 months. Still no cooktop. Hello, I am writing out of sheer frustration. We have been without our cooktop since July. It has been repaired 6 times since July and it has currently been out since before Christmas. They have even sent out an electrician who found no fault in the electricity supply to the cooktop. We need to get this thing REPLACED not repaired again. I’ve tried everything to remedy. We were told that the parts will not be in for months. While their customer service department has been pleasant, we keep getting the run around. We are told the repair person needs to call in and say the cooktop cannot be repaired and needs to be replaced, only to have them call in and be told they cannot make that determination! We were also promised calls back from the escalation department and supervisors, only to receive no calls.

I am sadden by what has happen to the company. I remember when t hey cane out did the work and then got paid. Moe they get paid after the first 5 minutes of the call and come out when they get ready. They have contractor in there pool with history's of not having good customer service and then they to hold you hostage by telling you that you can't change the contractor once you have been assigned one. I submitted a service request on Tthrusday 1-7-21 no one call for appointment I call AHS on Saturday was told that someone had call (a lie, ), I was told to stay close to phone because some would be calling soon that day to make appointment. NO ONE CALLED. I call AHS back on Monday and said no one called and at this point I don't want that contractor to service me now or ever. The young lady came back to the phone and say she was tld that I had a appointment today. I had not spoke to anyone about a appointment today if I had why would I be calling her. She told me that the person said the appointment was made with me BIG LIE. They cancelled that contract, not ten minutes after I hung up the phone it rang and the new contractor call and made a appointment for Wednesday. So the phone was working for incoming calls. I will be looking into a class action suit about the process of regulation of the contractors that AHS has, there must be some accountability and responsibility for there actions. There represent AHS when they come out. AHS make sure they get their money we need to make we get what we are paying for. I will be contact legal about this and suggest you look in to it where you are. For the recorded this is not the first time that I had this problem with this contract.

I have never had such horrible service. My a/c went out and I called to create a service ticket. I was told a tech from Southern heating and air would contact me. No one ever contracted me so I kept calling. There was no way to get in touch with the company they assigned me to. I would always get the voicemail. One day a guy just showed up without calling or nothing. Thank god I was home. The A/C tech was only at my home maybe 5 min then tells me I’m out of refrigerant completely. I explained to him I just had refrigerant filled a month ago so there must be a leak. Everyone knows Freon does not just leak out!!He then tells me how much the Freon would cost completely bypassing the fact there is probably a leak. When I brought the leak back up he said he would have to come back to find the leak. I never hear from the contractor. Now, I’m calling to find out about my service ticket and they are telling me he only submitted for the freon to be added. Now why would I pay for Freon for it to leak out? Long story short they are giving me the run around about my a/c. This company is a big SCAM!!Paid $100 for a tech to do nothing but write up an incomplete ticket and a/c still out weeks later

AHS is only as good as the vendors that they send to you home. Unfortunately, their vendors are paid a discount to their normal rates so many of the top vendors do not elect to participate. Worse, if a poorly performing vendor does come to you home and fails to do a good job, AHS has the worst customer service you have ever encountered. I am currently waiting in excess of 60 days to get my dishwasher fixed and AHS refuses to put my on with a supervisor. I could go on and on with my drama, but suffice it to say that i have called twice per week, the vendor has come out three separate times and the parts are on order...again! Bottom line - if you are willing to gamble on their service, i suggest that you bail quickly once you are confronted with a bad vendor. The situation will not quickly be rectified and the customer service is of no use at all. At that juncture call a good vendor, cabcell with AHS and move on with your life! cheers!

The company truly puts the customer first and understands the urgency when you have to put in service request and work to get a contractor to you as quickly as possible

I signed up with this company last year reading most positive reviews here. I am surprised they have these many positive reviews. I lost my heating almost 7 days ago, all I have gotten from this company is runaround. They sent a contractor to take a look and but the contractor haven't uploaded their diagnostic report. The warranty company keeps trying them but the contractor is not responding. This shows how competent the contractors this company hires. Since last few days I have been requesting to give it to another contractor but they are not budging. They have hung up on me multiple times and I hear hear same bureaucratic BS when I speak to their CS representatives. Anyone reading this, please PM me if I can report to any government agency. I don't think it is legal to have no heating with kids living in the house...

I am very unhappy with AHS. I requested service for my clogged kitchen sink on Dec. 18 and now it is Jan. 1 and I still haven't had anyone come to unclog it. The contractor they assigned was supposed to come on Dec. 23. I waited and he never showed up and never called. I called him and his voicemail was full. I sent him a text and he didn't answer the text until after Christmas and said he was sick and could come. I don't know if he has the covid virus and don't want someone so irresponsible working on my house. I had a service business for 44 years and would never treat a customer that way and leave them hanging. AHS was supposed to send a different contractor, but come to find out they don't have another one, so I haven't had a kitchen sink for14 days, including Christmas day. For this I pay over six hundred dollars a year and $75 for a service call? i am going to cancel my contract with AHS.

They called me very right away. They said they would be there the next morning and they were there. Apparently the pipes froze but they checked everything out at no charge.

This is by far the worst company I have ever had to deal with. First of all, there is not 1 American that works for this company. No matter how many times you call or what number you call it is always some foreigner working from home. My hot water heater was messing up back in September and I paid the $100 service fee to have them send a contractor out to fix it. Contractor replace a few pipes and said it was good to go. Now in December, I have been out of hot water for 2 weeks because the hot water heater has completely stopped working because it was never repaired properly the 1st time. After waiting 2 weeks with no hot water right before Christmas, the contractor shows back up to my house to replace the hot water heater. As he is getting is stuff out of the truck, he informs me that I owe $850 before he can do anything. I was completely outraged because this was the first I had heard of it. I told him there is no way I can pay that especially 2 days before Christmas. So he leaves and I still don't have hot water........I've been paying them $60 a month for 6 years and can't get my hot water heater replaced. DO NOT EVER USE THIS COMPAY!!!!

Had company for 3+ Years. Sometimes have to have repair guys come back twice. My last repair on ice maker started 3 months ago i had 4+ service companies came out 3rd one said would order part 1 month later he said he was looking for part number, last guy said need freon but he does not do freon. I asked AHS for manager. They said manager will call back in 24 hours and i wanted to get my own person to fix. 2 weeks later still waiting for call back. Long hold times. Operators that talk to you dont care about how many months and techs not knowing how to fix unit. I paid 209.00 out of pocket and asked for a refund due to 4+ service people of theirs that could not fix for 3 months. I canceled contract they charged me a 54.00 cancelation fee. They offered 2months free or 2 service calls to stay, im done no way, worst service ever. Be careful this company does not care about their customers. I also called many times and was on hold for 20 minutes plus. I am a business owner in Agoura Hills CA. Shame on you AHS if my customer service was as bad as yours i would be out of business. very very upset customer!!! Greg

My water heater burst on friday december 4th. I have an american home shield warranty so i created a service request through their website. In only a few hours i was assigned a plumbing company. According to my contract with american home shield the plumbing company has 48 business hours to contact me. During these 48 hours I was allowed to contact the plumbing company myself. I tried reaching out and leaving messages multiple times with no answer. I then reached out to american home shield for help and they also received no answers from this plumbing company. At this point they are required to assign me a new contractor to replace my water heater. I later found out through the plumbing companies website that they do not service my town at all, which leads me to believe american home shield does not vet the companies that they have in their network at all otherwise they would have known that this company does not service my town. The timeline stated in their contract is 24 hours to assign a contractor for your service request. I gave them ample opportunity and called multiple times to check the status of assigning my new contractor. During my phone calls i received absolutely no help from any of the customer service reps, dispatchers or supervisors i talked to. During one of these phone calls i was told that the contractor would be assigned within the next 4 hours. This did not happen so i called back about 5 hours from the initial phone call. I asked for a supervisor and asked if i was lied to when they said within 4 hours. He answered with "yes that was a lie". Over the next two days leading up to today friday december 11th i reached out to the company multiple more times and were given numerous arbitrary time lines that have all come to an end with no resolution in sight. After waiting with no help i called american home shield today and explained that they had breached my contract and i would like a refund for my policy or to have a contractor assigned immediately. The customer service rep informed me that they did not breach my contract but after reading the specific line to her she admitted that they had breached my contract and that i cannot receive a refund. She then gave me another arbitrary 4 hour timeline (the last time this happened i was Informed by a supervisor that their employee lied to me) This brings us up to the current time where we are in the height of a pandemic, during a new england winter and have had no hot water for a week. This is not only a hygiene issue but a sanitary one that plays a very important role in a house hold that contains 4 people one of which is an 8 month old baby and another of which is a pregnant woman.

***AHS: do not reply to this review saying you'd be glad to discuss the issue with me. If that's the case, you can call me. I've reached out enough and I'm not jazzed by the results. Here are my request #s: --appliance: 35858507 --electrical: 39442657 Filed service request on 11/6, still no resolution. Appliance company has been here 3 times, each time they determine the issue is something different than they thought so they have to schedule another visit, but they have to go through AHS each time (they send a diagnosis report to AHS, and AHS gives them the OK to schedule another visit). Meanwhile, on one of the visits, the appliance company determined at least part of the issue is electrical, so now we're trying to work with AHS on both an electrician and appliance company. We STILL haven't had an electrician come (it's been 33 days). We've been bounced between two electrical companies AHS has assigned. Both companies have been BARELY reachable by phone (the first not at all, the second just barely). I've spent over two hours on the phone with AHS trying to expedite the electrician visit to no avail. They were supposed to come today - by late afternoon I hadn't heard anything so I call them, and the electrician tells me his guys are on a job 30 mins away and getting to us is just too much of a drive. Maybe Saturday. Maybe Monday. What kind of service is that? Back to the appliance company. It's been a week since the their last visit and no one had reached out to schedule the next (4th!) visit. Called them to see when they'd be back out, and they said AHS hasn't even communicated back with them. Mind you, I have been on the phone with AHS (regarding the electrical side of this same case) 3 times in the last week. Why didn't any of their customer service reps catch that there was an action item related to the appliance company and address it?! As another reviewer commented, the customer service is clearly outsourced resulting in major communication issues. Between the appliance company, the electrician, and AHS, none of the parties involved seems capable of communicating with one another or taking initiative to get the customer's problem resolved. Each time there's the smallest issue or complexity, the process will stall and the customer will have to call AHS to jump start the process back up again. Even then, you may still be unsuccessful and find yourself having to call back again days later. Each time, you'll be on the phone 20-30 minutes and placed on multiple holds while AHS reaches out to the contractor to "verify" the information you've provided. AHS does not care and takes no initiative to ensure your issue is resolved. Prepare to be frustrated, have your time wasted, and have your issue remain unresolved months later.

Bottom Line Up Front: Custom Service is a ZERO out of TEN. Main issue is Representatives are outsourced overseas, leading to miscommunication between Customer and Representative and mischarges in favor of American Home Shield. Others: $75 per home visit call per item (i.e.: Can't send a handy-man to repair electrical appliance and another (those are two calls or $150). Secondly, if you cancel early before the end of the 12 month contract, there is a $72 cancellation. Both the 12-month contract and $72 cancellation fee are in the small-print on their website, but are not explained to you when you sign up (because their employees don't speak English as their primary language). Background: Cancelled service mid October after they correctly charged me my next-months $72 bill. The representative said she cancelled the next month recurring charge for mid-November and that another representative would call back to confirm (which never happened). Mid-November, I got INCORRECTLY charged another $72 for the recurring monthly bill that should have been cancelled. I called again and was able to cancel again and requested my $72 be applied towards my $72 cancellation fee (Representative said it would but his English wasn't good and he didn't apply it accordingly). Called three times since then and was finally able to get ahold of a native English speaking Representative who said she couldn't reapply those funds because the account was already closed. So it is going to an internal review and maybe I'll find out if I get this resolved OR if they just took me for$72 as a donation and still expect me to pay another $72 for cancellation fee. BOTTOM LINE: WITH ALL THE HIDDEN FEES AND DIFFICULTY IN SPEAKING TO SOMEONE WHO DOESN'T UNDERSTAND ENGLISH, IT IS MUCH EASIER TO SUBCONTRACT PLUMBERS, ELECTRICIANS, ECT. FOR NEARLY THE SAME CALLOUT FEE!!!!

I would give zero if I can. Reps do not know most of the time on how to resolve the case. I had a plumbing issue and they closed the case saying its a pre-existing condition. I asked them that it is covered part of the contract language then they do not have good answer for me other than someone in authorization department has denied the claim. I asked rep if a superior can talk and he said they will call you back. No one ever call and I have to call everytime and never get the rep. Horrible customer experience. They will essentially cover anything for which they dont have to pay more than warranty worth.

This is the absolute worst company I have ever had to deal with. There were so many things to complain about it would take me hours to write it all. What you need to know is they sent crappy contractors that don’t check or reply to calls or text. After waiting weeks for the contractor to show up I decided to call AHS. You can’t get anywhere with the representatives who barely speak English. They don’t allow you to talk to managers and won’t resolve anything. If I had a penny for every time one of their representatives told me they would call me back in 24-48 hours, well I wouldn’t need their service cause I would be able to buy a brand new fridge. After getting this line from them for three weeks straight and never once getting a call back, I decided to cancel. It was stupid of me to think cancelling would be easy. Not only do they try to pull the same 24-48 hour stunt and transfer you around countless times, but at the end they want to charge me $60 for cancelling. I would completely understand paying a fee if they saved me any amount of time, money or stress. Unfortunately all this company has done is caused me stress, countless wasted days and way too much money. This company is a bunch of con artist and if your considering getting their service, don’t.

I would never buy a home warranty from this company again...service reps are limited in their ability to help, there is no escalation path available, and technicians can do as they please invoicing the service fee without ever calling and there's no accountability. I called over a week ago to have some leaks fixed. I was told that a technician would reach out to me to schedule within 1 working day. That has yet to happen. I gave the technician 5 working days and finally called again Monday. I was told that someone would reach out to me the next day. Here we are and no one has reached out to me today. I called at 7pm to ask where my call was and the customer service rep said that they were able to contact the technician and that he would call me very shortly and to stand by my phone. I stood by my phone for 2.5 hours and no one called. I called once again just now and spoke with Sam. I explained the situation and assured him that I knew it wasn't something that was his fault and wanted to escalate to management. He told me his managers name was Diane but that he did not have a way for me to contact her. I need this issue escalated. My credit card was charged over a week ago for $125 to have someone come out. Sam said that it could not be reversed as the technician has already invoiced for the diagnostic...which naturally is a problem since no one has called to schedule this or come to the house. If I don't hear from someone ASAP then I will have my credit card company issue a stop payment on that transaction as the service that I paid for has not taken place.

This company has fallen apart in 2020. I’ve been a customer for 10 years with 3 homes and now I call with a claim and have been getting the run around for 5 months. The repair guy who came said the issue can’t be repaired for less than replacing the entire unit and that he’d recommend a cash out. I’ve been waiting and waiting, calling and calling and the response I’ve been getting is “oh yes, we sent your info to the cash out department, they will call you with the amount.” I asked to talk to a supervisor when I haven’t heard back and was told “oh we can’t do that right now since we are working at home right now.” What?! Cancel your accounts everyone. Or better yet, go with someone else for your home warranty. I’m giving them one week to call me with a resolution or I’m walking.

Whirlpool Gas stove went out on 11/3. AHS assigned Sears repair to do the work. Sears Tech said we needed a new wiring harness, igniters, and gas valve. The tech is who broke the valve on purpose while I watched. 2 igniters and the gas valve came to me. The wiring harness was never ordered. The third igniter is on back order until the end of December. Sear will not install the parts they sent until the third igniter arrives. I waived the need to install the 3rd igniter based on what Sears and AHS told me I could do. All agreed and appointment was set. Sears cancelled the appointment because they they refuse to install without the 3rd igniter. AHS refuses to make Sears do the repair. 21 days without a stove. AHS says that they can't take action until 12/3 (30 days by contract) In the last 3 years I have paid AHS $2340.00 not including the $75 call out charges. I will now, the day before Thanksgiving need to go but a new stove. Unfortunately I don't see how this can be reconciled. But I can't let it go without a complaint

By far, the worst company on the planet. Do not allow a seller to purchase this warranty for you. We have had a sewage backup for over a week now. 5 days later and 3 phone calls to them, they promised every time to get back in 24-48 hrs, to no avail. This past 3 days, we have called every day. They promised "expedited service" and would call back within 4 hrs. That never happened. We had the same thing happen at our other home, same company. They are simply in the business of NOT honoring their warranty. Instead, they try to wear you out and make you give up, resulting in paying for the service yourself and being stuck with the bill. DO NOT PURCHASE A WARRANTY FROM THESE PEOPLE!!!!!

I own a second home and decided to use American Home Shield to help avoid major costs of system/appliance breakdowns and also to protect me from being price gauged by contractors when they see out of state tags on my vehicle.. well.. that was a mistake... Last year my AC system stopped working and the circuit breaker kept popping.. I called /ahs, they dispatched the first contractor who diagnosed the problem, replaced a capacitor which seemed to work until the two  months later  when we arrived and the house was over 90 degrees.. we  immediately contacted ahs who once again wanted another $133  service fee because this repair was one day beyond the 60 day warranty.. after several escalations they agreed to waive the fee.. sent the same contractor again who diagnosed the problem as a bad compressor... he explained that ahs would be Iresponsible to replace the compressor but the air handler would be my responsibility.. that was fine...the terms of the agreement were understood however, ahs refused to pay for the compressor and wanted another contractor to come and assess the situation which took almost a week ... due to the extreme heat we were unable to stay in the home  , had to rent a motel room... and was only reimbursed for one day by ahs... once the new contractor was assigned, he rewired some stuff in the compressor and modified some compacitors to make the system work.. this lasted for only one month then the circuit breaker blew again... the second contractor came back and this time told me the circuit breaker was bad so he replaced it with an oversized breaker... The system immediately began to freeze up and he said to remove the filter.. net net.. the system/compressor was no good.. there gas was low but the contractor never did any diagnostics.. just patches.. I finally sought out a qualified AC company , they confirmed the freon and oversized breaker were both mistakes ... I purchased a new system and fired ahs.. They are not worth the money.. they are in business to make money which means patch not replace.. the solutions were not comprehensive or safe... they are not good.. run away!!!

do not get American home shield they are bad on service and take forever to repair our A/C we lost are A/C back in July 22 2020 it took until September to replace it the contractor that replaced it did not change it out with like kind and did a hack job on it cut off the old plunem with cut off wheels and the center devider between the supply and return ducks was 6" to low they filled the gap with duck tape did not have the conduit to hook up the elec. from where the old unit sat told me they were not electricians I had a 4x4 j box and the flex conduit and installed a tie in point for them for both control and power supply when it came to the gas line the old one did not reach as well and the gas burner nned the orface changed to a LP from natural gas and the did not have the kit for that as well it now 11-15-2020 we have had several nights below 32 and alot in the low 40s still no gas line or the burner changed out so take my advice do not use AHS the time you are out of A/C and heating you be better off hiring a better contractor and getting the job do right and a lot sooner

I have referred 4 homes to this company and have been getting flipped off by the customer service representatives! They would put me on hold for sometimes over 2 plus hours then drop my call ! The last representative I spoke with advised me to go online and write in the person’s name and physical address to receive my Amazon gift card but alas ! That site does not allow me to do that; it only asks me to send them an email ; they HAVE ALREADY PURCHASED the Home Warranties !! I am beginning to believe this is a SCAM and is going to report this to the Better Business Bureau ! I hope this matter can be resolved because I have referred 4 different homes; when my friends tell the representative my name and phone number they are told that I have to do it but there is NO area for me to requisition my $25.00 gift card! Please respond ASAP ! Ederle Benn Hampton GA

A technician was supposed to come to our house on October 28, 2020. I canceled the appointment on October 27 because I resolved the issue. I called AHS and the contractor to cancel the appointment. AHS took out the $75 service fee from my bank account. A week later I did not see the refund for the $75. I called them up and they said it may take 7 - 14 business days for me to receive the refund. Two weeks later, still no $75. I called them again. Same thing, "We are processing your refund. The accounting department is really busy." The third week I called them got into an argument with the representative and asked to speak to the supervisor. The representative refused to let me talk to her supervisor. Two hours later I receive a call from the "so-called" supervisor and she said that she will be checking with the accounting department and will follow up with me. Never heard back from her. Fourth call to AHS today, this time I asked to speak with the supervisor right away. The representative asked me to hold while she will escalate the call. The representative looked at the previous notes on my account and came back to the line saying that they processed my $75 refund yesterday 11/13/20 and I should receive my $75 refund at the latest on November 20, 2020. Really? It takes nearly a month to get a refund!! Customer Service at this place SUCKS!!

They cancelled our service call without letting us know to fix our heater. This happened mid/end of October that they were supposed to reimburse us out $100. We never cancelled our service they did without telling us! This happened when it was very cold in our home! We had to personally get with some one to fix our heater. We still have yet to receive our money when they told us we should be getting it. I would highly recommended going somewhere else as they dont care about their clients they only care about money and they dont get back with you on anything and dont give your money back like they say they will! Dont use them what so ever! Better off choosing someone who cares about their clients and your home!

Would love to give zero stars. This company is GARBAGE. I have been lied to for LITERALLY six months. They put you on hold for 10, 20, even 30 minutes. That’s after the 30 minutes it takes to get through to an agent. I wish I was lying. I’ve called them at least 20 times in the past six months and they promise over and over and over that THIS is the time someone in a higher department will be returning our call. Never once. We will be taking legal action against this company - as should others. You have a case. They absolutely do not provide the service that they claim to, and you will be out time and money.

I just purchased a new home and this home warranty was purchased for me. I called to get more information about my coverage and to ask about upgrading...I wanted to purchase more coverage. But NOPE... after almost 4 HOURS and a lot of unnecessary stress, I gave up. I won't walk you through the ridiculous details of the roller coaster conversations I had however, in the midst of it all, "on hold" times ranged from no less than 15 minutes and upward of 35 minutes. Each time I had to call back. I was disconnected multiple times and scheduled "call backs" failed twice after 20 to 30 minute waits...sending me directly to a survey without any personal contact. I've got nothing good to say. Nothing at all. I am cancelling this contract for a full refund and will go with someone else. If it was this difficult when I wanted to purchase more coverage, I can only imagine how awful it would be if I needed to file a claim. They were an absolute FAIL for me.

I was completely misled by a representative. Lied to is a better way of putting it. Now I am out 400 dollars because the company is dishonest I had a plumbing issue. They sent in plumbers to fix the pipe. The plumbers had to tear out some wall. They also knocked out some of the studs in the wall. I called them and they said they would find someone to come fix it. Never heard anything back. I called back 2 weeks later, they said they cant find anyone so i can get someone to fix it and they will reimburse me. The person on the end could hardly speak English so I made sure to clarify many times! I said, you will reimburse me for the damage the plumbers have done, fully? I asked different ways and they assured me over and over. I had a bad feeling after reading complaints about American Home Shield. So I finally find a drywall guy to come out to work on the wall. He points out that he can not install a wall to loose and falling off studs. So he buys new studs and fixes it. He puts one layer of mud on it. He was supposed to come back out after but he got sick. He caught CoVid. He is better now and has finished the sanding and drywall. So I call in to get my refund and they proceed to tell me they will pay 100.... It was 500 to fix the damage the plumbers caused getting to the pipe. If this was their policy, they really should have told me when is asked. I would like my money refunded. I was misled in huge way! I was about to renew my contract. Not a chance in heck i will be doing that if this is not made right.

Based on just their customer service, which is not U.S. based, and they are extremely difficult to understand, I would give them 1 star. However, I've had no service calls so I truly can't comment about value for money, dependability or quality. That's why those items are 3 or neutral. Although I do have a friend who says their service sucks. I'll give them 2 stars simply because. However, I am looking into different companies.

Do not get this insurance since it is scam. First of all, any time you have an issue you have to pay $75.00 for them to come and check the issue. Second, if the company that they have send has not fixed the issue you need to call American Shield to send that company back but they world not send them back right a way. For example, we had a leak that American shield had assigned a plumber to fix the issue. It took them 3 days to come to check the issue and next day we still had the leak and when we called American Shield they said they need to wait for plumber to send them the repot and that could take between 24 to 48 hours and since we called Friday now we have to wait until Money to find out when they will send someone to take care of this issue. Third, when they assign a company to fix the issue you find out that the issue is not covered by American Shield and you need to pay out of pocket. My suggestion, save your money that you want to pay American Shield and use that money for when there is an issue, it will be cheaper and faster.

If I could give a negative rating, I would. In JULY 2020, a representative offered a $50 deduction to renew my contract. I foolishly renewed; she charged my credit card the price after the deduction on July 29, 2020. In SEPTEMBER (2 months after renewal call) received a bill on 09/25 (dated 09/14) due 09/30 for $50.01. On 09/25 spoke to Darline (ID nnnnnnn) said she would call back next day between 1:00-2:00 - she didn't. Also asked to speak to Supervisor, didn't get transferred. On 09/26 spoke to Ellen; she said person in July failed to send paperwork to accounting and that she would take care of it then call me - she didn't. Again, asked to speak to Supervisor, didn't get transferred. On 09/29 spoke to Carina (ID nnnnnnn); she saw the charge to my credit card, told me I did NOT owe $50.01. She would send paperwork to Accounting Dept to correct this. Asked her to send an me an email when done - did NOT receive anything from her. Again, asked to speak to Supervisor, didn't get transferred. Asked to speak to a SUPERVISOR when talking to Darline, Ellen, and Carina - NO ONE ever attempted to forward my call. On OCTOBER 07, received email from AHS telling me the $50.01 Bill was past due. On October 16, received paper PAST DUE bill (dated Oct 09) for $50.01 from AHS. Here it is October 30, AHS still has not bothered to correct their mistake. Ashamed to say, I have been a customer of AHS since 2001 (19 years). AHS has gone down in quality and especially service from their representatives. You cannot get to a Supervisor (don't know if that would do any good anyway). You CANNOT get them to CORRECT THEIR MISTAKES. AND They LIE!

I am writing this review to help out those who are looking into buying Home Warranty. I was a first time home buyer so my real state agent ( Gina & Jeremiah T ) told me I should buy a home warranty. 3 months after buying my condo , I noticed that water heather is leaking. Since water heather was covered under home warranty , I called American Home Shield ( AHS ) . They said they would send a technician from Confidential pluming. Technician came to my house , inspected the water heather and said it need to be replaced. Later that afternoon ( 10/28/20 ) I got an email from AHS that I need to call them. I called and they said that they are not going to cover the majority cost of replacing that water heather ( totall cost $ 2000. AHS covers $ 200 ) because water heather was not up to standard. I asked them to send me diagnostic report so that I can see what part was not up to code. It is now 3 days later ( 10/30 20 ) and after 3 calls I still did not receive that report. I asked for that report because I had a home inspection done prior to buying this condo & inspector did not say on his report that water heather is not up to code/ standard. After multiple phone calls, escalation manager told me that I might have the option to pay for replacing that water heather and then they will reimburse me. She said someone from American Home Shield will call me to go through that option with me but it has been 3 days and no one from their option team called me either. I do not trust that company & I believe they are just trying to find a loop hole not to pay for water heather replacement. Stay away from buying home warranty especially with American Home Shield

I have been a customer of home American Shield for about a year now I have made my first claim for a plumbing problem of backing up due to the septic tank being stopped as I have read you have one pump and only one pump if it's due to a stoppage in your septic tank they have found a way not to cover this item and I'm highly upset after spending $100 for a plumber to come out I'm investigating this problem further because home American Shield will not give me any satisfaction or consideration for the problem I have no written information stating what they have told me over the phone I'm in the process of getting this information mailed to me so I can figure out what direction I need to go to get this taken care of

My washing machine broke, two weeks later a technician showed up and said the basket and drum were bad. A week later technician showed up with a new basket, but said the drum was no longer available on my 16 year old washer. He disassembled to see how bad the rear drum was and determined it needed to be replaced along with the boot seal and forward drum. The technician determined not only parts were not available, it wasn't worth repairing. He closed the work order and notified Home Shield. It's now been 35 days with no washer. Home shield says it's looking for parts the technician said are no longer available and no estimate of when parts if any will be available. I call every other day and was finally told to call their appliance replacement and parts department. The wait time was expected to exceed 1.5hrs and no option for a call back. I paid $125 for a service call which is now closed, no resolution. I finally purchased a new washer, the old washer is on the side yard in pieces.

DO NOT FALL FOR THEIR FALSE ADVERTISEMENT!!! I was looking for home warranty company for my rental home and I found American Home Shield. According to their advertisement, I thought I can trust and rely on them to take care of my rental home. So, I got the home warranty with them and I only used(Submitted service request) their service 5 or 6 times in last 3 years. I had no issues until last 2 service requests that I submitted. I submitted request for garbage disposal, they sent a technician and diagnosis as internal failure due to blades were fell off. Technician said that need to be replaced and he’s going to submit a voucher for replacement. Couple days passed by, I didn’t get any respond. So, I called a technician to check the status. He replied back to me saying that still waiting on approval from my home warranty. So, I called American Home Shield customer, they saying that they will not cover the damage of disposal due to it's normal use and tear. So, I end up buying a unit ($199.00) and replaced it. They still charged me $125 for service fee. I mean what service did I get??? Just send a technician to find the problem costing me $125??? I was really upset about their explanation that doesn’t make any sense. Week later, I submitted another request for my AC unit for not producing enough cold air. Once again, they charged me another $125 for service request fee. Technician showed up at my rental unit, however I was in my house(in bed still sleepingdue to working night shift from 3 pm to 3 am). They only sent me a text(message was sent around 1000 am, while I was still in bed) saying that technician in route, not a phone call. So, I called technician to give me a 10 minutes, but they only left me a message at the door and left. I called AC company, they told me I have to pay them $50 for missing an appointment. Ridiculous at this point…. I even explained them a situation, but they still ask me to pat $50 in order to reschedule. )I'm in active duty, and will be moving to oversea in couple months. My rental home finally found new owner, and I was trying fix all discrepancies that I got from house inspection.) So, I ended up paid them $50, and got rescheduled. Another week passed by, technician showed up(still using text notification, not a phone call), they inspected, and told me I got a freon leak coil inside HVAC and freon is low, it needs to be serviced. So, they told me they are going to order the coil and same time submit a voucher to approve by my home warranty. Week later, I got an email saying that there is limitation on service voucher that the technician submitted. I called American Home Shield again and find out what limitation they are talking about. They told me, they are going to cover the cost of coil($395), however they are going to cover flow control valve($225), and freon service cost($855). So, if I wish to continue to fix my AC, I gotta pay $1,080 out of my pocket. FML…. I was keep asking them, why it does not cover? Only respond that I got from them is… it’s on my contract that they only cover certain item and case by case. First of all, maybe I made mistake that not reading the full contract throughly when I signed it. But then why they keep advertising throughout the internet saying they covers everything then??? After long conversation, they gave me a two option. Either pay $1,080 out of my pocket to let them fix it or I can hire other technician, if I can send them a copy of total cost of service and they will send me a check of $645(max reimbursement according their policy again….). I told them I will find the other technician. So, I ended up hire other technician. Here is the kicker!!! Technician that I hired, he saying that there is nothing wrong with my unit, (freon does not need to serviced, there is no freon leaks in coil). Only thing he found was clogged air filter(I already have spare air filter in garage). So, I changed air filter, he measured pressure, inspected line, an d coil. All checked good!!! He told me there is nothing wrong with my AC unit!!! So, I paid him $140(Since I called him on weekend, he has to charged me weekend rate). I scanned the bill, and sent them e-mail. Couple day passed by(again), I finally got an e-mail from American Home Shield reimbursement department, they will not pay because technician that hired didn’t change anything. WTF!!!!!!!! Seriously??? I was done with them at this point….. I was sick and tire of their excuses( they were keep using the term “it’s under our company policy, sir"). So, I called them to cancel my contract. But here is the another catch!!! In order to cancel my contract, I have to pay $51.99 for administration fee. WOW. AWESOME!!!!! So far, I spent $250 for hiring technician thru Home Warranty(for garbage disposal and AC), $50 for missing an appointment for AC, $199(garbage disposal cost that I personally replaced), $140 for AC technician that I hired, $51.99 monthly contract fee(it's already auto drafted from my bank account on 2 October 2020), and finally $51.99 for cancelation fee….. if I calculated right, I just spent $543.98 for nothing (exclude cost of garbage disposal that I bought). BOTTOM LINE, I don’t want another innocent people to fall on their false advertisement and service to wasting their money. (Like I did). I've served as Active Duty in last 20 years and some changes(and current) in military to do my best to protect my family and nation. Company like American Home Shield should not scamming or giving their customers with totally unacceptable service that they provided.

October 2019 I had a water problem. The manifold manibloc system had failed. We called AHS. You sent Priority H2O to our home. The guy said he had never worked on the manibloc before. He tightened some of the upper lines. He told us to check it every few days. I showed my husband what had been done and the system was leaking below where the guy had worked on it. We called Canady's HVAC/Plumbing. The system had to be replaced. I have callled AHS a number of times about this. Everyone says something will be done. I faxed the receipt from Canady's to AHS. To date, no one has called me back. We had to pay $1200 for the new manifold manibloc system as well as $10,000 worth of damage to our home (insurance reimbursed $7500, we were stuck with the rest). We paid $75 service fee for the incompetent "plummer" AHS sent out. I am very unhappy with this outcome. I called AHS in August 21, 2020 and spoke to Jeremiah who told me he would find out about a refund and call me back that day. Many days have come and gone and no call.

Obviously AHS has no urgency in making sure repairs are done as soon as possible. It took two weeks to get my refrigerator repaired. What do you expect people to do without a refrigerator. It took three contractors to get the correct one. Had Sears been given the contract from AHS immediately, we would not have had to endure two weeks without readily accessible food. Very disappointed.

Requested a re-key service and had to pay $75 for a service appointment. The contractor arrived and within a minute of arriving, said they don't work on my brand of locks and left. Immediately called AHS to receive a refund since I did not receive any services/repairs. After a long wait, they said they would get back to me in a day. I called back 2 days later after not receiving a call, and after another long wait, they said I will have the charges reversed in 7-10 days. After 7-10 days, the charges were not credited back to me, I called again, I waited again, and they said they will credit the $75 back, and will call within 48 hours to confirm. They PROMISED they would call back this time. Never received a call. Never received my refund. Currently having my bank investigate the charges after I filed a dispute. We'll see what happens.

It's difficult communicating with someone from Puerto Rico who doesn't speak barely understandable English and certainly doesn't have the knowledge to address all of my questions. I have asked to transfer me to a representative or supervisor in the US and they can't or won't do that. I've tried calling every possible AHS phone number and find that it is IMPOSSIBLE to reach anyone in the US. As far as I know, AHS is an American based company, but you'd never know that the frustrating experience I've had!!!!!!!!!!! HELP!

Horrible! I put in a service request on 30 Sep. The service company came out on 5 Oct and said my dryer needs a new motor and mother board. This info was reported to AHS on 7 Oct. I have been calling AHS about my dryer since that time. Each rep gives me a different answer as to why the parts have not been sent to the service company. On 13 Oct I was told the parts Dept was behind. Today the rep said she was going to look into it and call me tomorrow. There are four of us that live in this house and I need my dryer fixed. I have not been able to talk to a supervisor at all. I have asked three times. Horrible customer service. I made a BBB compliant today as well. I’m a veteran and I would not recommend this company to anyone. It’s 10/14 my dryer is still broke and AHS still has not ordered my parts.

Very unreliable and unprofessional contractors. Customer service can take hours to reach, and they are not able to easily change providers, so you will likely get stuck loosing your $100 service fee and having to hire someone on your own. This same story has happened to me 3 times this year already. Better to save what you'd spend on a warranty for the occasional hassle and save the headache of dealing with low quality service providers all the time. Their website is nice and user friendly, but to be honest, I'd rather work with a company that is able to get the job done, even if they don't have a website.