American Home Shield Reviews

They respond quickly after we post our repair need on their user site. Normally, the service person comes the following day. My biggest gripe is that they won’t replace an appliance with the same quality level. For example, we had to pay extra for a stainless steel dishwasher to replace the existing stainless steel. AHS would only supply the least expensive painted model as the replacement. Also, they only pay $10/lb. for Freon, leaving me to pay $75-$85 per lb. There are a lot of HVAC repairs which require additional payment from the user. I’ve had to pay out of pocket up to $1,000 for some HVAC repairs. There is virtually always extra costs that the customer must incur.

We have had AHS just over 2 years. They have been extremely diligent in resolving our warranty needs which have been more frequent than we certainly anticipated. The last AHS agent to help me get an appointment with a vendor was named Anthony and he was extraordinary in resolving a booking issue over a dryer repair. He is working out of a call center and he made sure that we set agreed times for him to call me back to verify things were handled when there was some unforeseen glitches in their system. And the vendors they use have been extremely prompt & professional. We usually have the repairs done within 5 days.

I was skeptical at first not really knowing what to expect. I thought when it was time to ask for a service to be done, that it would be a long drawn out process, a hassle or I would get the run around. To my surprise when I put in a order for a service to be done. It was very smooth and easy. You just check the box letting them know which item, and the problem, then they send you the information of the person that will be contacting you to provide the service. The company that came out to provide the service, was very professional, fixed the problem and left. My only regret is the fact that it took me so long to purchase a home warranty. The best feeling you can give yourself is a peace of mind and I definitely received it with American Home Shield.

2 requests from AS the same week! #1 was septic alarm going off turned out to be a simple fix..running toilet. Contractor is to return and replace "toilet flapper.' Contractor was professional, on time and respectful. Communicated what he was doing the whole time. #2 was and electrical issue with outdoor under the Eve can lights not working. Again a simple problem easily and quickly resolved. Contractor contacted me to reschedule for an earlier time …which was much appreciated. Again contractor was on time, professional and respectful and communicated the problem resolution the entire time. Thank you times two!

When someone calls for service it takes a long time to go over the standard contact information in addition to the property info. I have multiple properties and somehow with the upgrades my property info is changed and I cannot correct the information myself. I have 4 properties in the same condo complex with same address but different units. I had the unit number in the description. Somehow the description changed on the online portal. Cannot get the customer service people understand and somehow change the property info to include unit number. When I am on line I cannot differentiate without opening the contract details. Please have someone correct the property information to include unit/apartment number

The website makes it so easy to report a claim and get let me know which company has been assigned to come out. I wish there was a way to type comments but perhaps it is better to call and speak with a live person (which is a great option) if needed.The only other 2 things are 1) If there was option to pay more for a plan that allowed us to make an upgrade if/when needed (or pay the difference in price between comparable and desired upgrade) that would be amazing! and 2) Anyone considering a home warranty should know repairs may take significantly longer than if you were paying company directly, as often the parts have to come from a source the warranty company works with.

AHS was on the job quickly. My air conditioner had stopped running. The temperature in my home was 88 degrees. My poor dog was panting and restless. I was hot, and miserable in spite of the fans. I contacted AHS via email. Entered my info and the problem I was having. AHS response was quick, informing me that a technician will be contacting me shortly. I just knew that shortly meant weeks from now since this was the time of the season when people are getting their air conditioners maintenanced. I was wrong and surprised, I was contacted by the technician the same day and an appointment was made for the next day. A technician came out the next day, saw the problem and solved it in less than ten minutes. I am very happy that I have AHS and really appreciate how efficient they are. Hats off to AHS!

One situation and the response was quickly, the professional person they sent was exactly what I was looking for. He address and corrected my problem. The first time I called was an issue of removing one old washer and connecting a new one. That was in January and I wish I would have gotten the same person to schedule, but he said they could not schedule it. There was no explanation for it except no. As a result I had to hire a dishonest plumber who cheated me on price and stated he did more than he did. I disputed his work with the credit card company, he lost and now is threatening me that he is turning me over to collections when he paid half of his cheating request. I only would like to know why I got a refusal from American Shield, and I am not through with the other man’s threats. This could have ended differently.

Because they are very Best at what they do most of the time, sometimes the contractors they send to us need to be really checked out. We were tricked by once into making a purchase ourselves for over $5200 When we should have just said no, we will let AHS do the purchasing, but the contractors were fast talker and offered us a deal that only caused us heartaches, headaches etc. into buying a new Air condition/heater, our old one could not be repaired it was well over 12 years old. We spent $5200 that we should not have paid for. So we have to let AHS to investigate the contractors they send to us. Some of the vendors are out to rob the system. AHS is really a great company - Been with them over 20 years..

They were very quick to respond to the issue(s) we had. The first contractor they sent out just was not up to the task and could not finish the needed work. After I contacted them anout this they profusely appologized and immediately sent out a second contractor who fixed the problem in a fraction of the time the first contractor took on his failed attempt. I am sure that the first contractor will never be called on again by AHS, and that is just as it should be. I do not fault AHS for the failure on the first attempt. They worked with us 100% and we are more than satisfied with the result.

Still working out some kinks closing out our contract  (as it is a process). We got this home warranty because a friend recommended it she has had a great experience with them.We encountered various problems and for several months it was a very distressing, frustrating situation;  finally we got in contact with an excellent  E-Service Supervisor, Tara has been very  empathetic and an employee with a high degree of professionalism.  Tara did apologize for the miscommunication and  explained that the home warranty will not always fit all consumer needs, it didn't work for us, however we have heard great reviews. Tara is still working on our contract and she promised that we will receive a refund when this is complete: A grand total of $574.99. What feedback would you give the company directly? Recommended Strategies to AHS to improve Customer relationship management Turn Mistakes Into Unforgettable Experiences: It shows people how much your company really cares about costumers, and it really takes the people  by surprise in a pleasant way. Provide Fast, Convenient Customer SupportWhen consumers encounter a problem with your services they expect you to offer a fairly quickly, decent response. Think about it – people today don’t have a lot of free time. Thus, having to spend even half an hour on dealing with customer support can seriously harm customer satisfaction levels. The best thing a company can do to offer them great customer support is to “value their time.” Offer Omnichannel SupportHow easy is it for your customers to contact you? One of the most common complaints is that getting in touch with support – particularly a real, live person. Consumers nowadays use multiple channels and devices to shop around to ensure the customer has a seamless experience no matter the channel they use.Your strategy should cover:Email supportPhone supportLive chat supportSocial media support (the exact platform/platforms your customers use) Focus on Common Complaints & Provide SolutionsThis is something your management team should primarily handle. The idea is for them to take a really close look at your customers’ feedback, and identify the main 3 common, recurring complaints people have. What recommendations would you give others who are considering this company? Recommendations for new customers ... Questions to Ask About Coverage Before you buy a home warranty, consider how comfortable you are with the answers to these queries. How much will this warranty cost? The answer depends on the kind of plan you buy and the provider you choose.  In addition to the cost of the plan, there are additional expenses. If you have a problem with an appliance or system, even one that's covered, you’ll have to make a copayment when the contractor comes in to do the work.  Am I clear about what the warranty covers? Be sure to read the terms and conditions carefully. Sometimes, if your appliance breaks under certain circumstances —that allows the provider to deny coverage of the item. Will this plan repair or replace a broken item? Most home warranties explain that if a repair is considered too expensive, the provider might offer to replace the broken item instead. Some home warranty companies may give you only the depreciated value, requiring you to pay the difference out of pocket to get the same model you had before.

Customer Service & Professionalism. We were extremely impressed with the display of determination that HomeShield gave our family in completing the service to our A/C Unit especially given the heat at the time. The Tech was very trained as he was able ti repair the problem is a fast and efficient time. The customer service we received from both HomeShield and the Contracter was impeccable. With 5 children and a Grandbaby my wife and i were pleased to have experienced the treatment we received. It was a pleasant experience and we will reference and refer HomeShield to all our family and friends. Thanks again.

I have been with American Home Shield for about 7 years. They completely had my washing machine rebuild, new tub new everything, six months later the door latch and could not be replaced. So they bought me a brand new washer! A couple of years ago late at night my H Vac system tarted to put out propane fumes on a very cold night. I was able to get someone one the phone, she as me to hold and a few minutes later she came back on line to say the only person she could get out was about 2 hours away but that he was on the way. The system could not be repaired so they called me to say my new system was being shipped that day and would arrive within 4 days! Even the person that had originally came out was shocked at that awesome service. America Home Shield has also replaced my double oven and my microwave! You can put a work order in lat at night on line and the next morning a service company is calling to set up a convenient time to come to my home!

Quick Response. This is my second full year. Prior when I bought my first house part of the deal was them providing a decent home warranty company. Despite two inspections 30 days after I moved in the HVAC unit died on a snowstorm. I tried to go through my home warranty and not only was I not able to speak to anybody they made it very clear with their automated response via online, that I would be Serviced in the next 1 to 2 weeks. At the time I had a child under the age of one and a parent over the age of 60 staying with me with no heat. I ended up having to go outside them and find a company that was willing to come out to service my unit. When I found out that the unit needed to be replaced I try to contact the home warranty company again finally received a live person. Explained what happened and gave them the reference receipts of me trying to get a hold of them. They were adamant that they would take care of it but I would have to wait almost 2 weeks for somebody to come out and re-investigate the results that there’s a reputable HVAC company had already given. It was then I decided that I would not use them ever again considering it was no exceptions there was no emergency response other than the answers that I received. Thank God I have not really been in such a similar situation since, but anytime that I have had to use My home warranty with American Home Shield, the online responsiveness is amazing. There’s no need for multiple questions for clarity because it’s given right up front. I get email confirmations and text confirmations from them and immediately from whoever they dispatched my ticket to. I don’t think I waited more than 30 minutes before they called to schedule an appointment to come out. And when I came out they were prompt professional and was able to resolve the issues or in some cases educate me being a new homeowner so I would not make the same mistake again. It’s worth every penny.

I would rate AHS five Stars for many reasons. First, was the quality of the vendors who responded to our need to repair/replace or 15 year old refrigerator. Prompt, professional, knowledgeable and friendly. The first technician saw the need for two parts which he ordered. Our rep from AHS, Megan, assured me that she would follow-up on that order and expedite it as quickly as possible. After those parts were installed, the real problem emerged; a defective "motherboard." The technician quickly checked its availability and found that it was no longer available. Once again, Megan stepped in and contacted the replacement department at AHS so that we could be reimbursed for a replacement refrigerator of a similar nature. Megan was amazing. She often checked back with me to see how things were going and even offered to pay for a small refrigerator until ours was repaired or replaced. Her kind, professional demeanor was much appreciated. Customer service like that, especially today, is often a rare commodity. I strongly recommend this company for all home warranty issues. Thank you, AHS. While it was unfortunate to be without a fridge for a few days, I feel like we gained a few new friends along the way not to mention a beautiful new refrigerator!

At first, I was beginning to think that I had made a mistake paying for this home warranty every month. I was having an air conditioning problem during an unusually record breaking heat wave in Tucson Arizona. The first company that was sent to me was no help. I then called American Home multiple times to get my system fixed after I went through multiple days with temperatures at 89 degrees which is unbearable to live in and sleep in. I kept getting a different agent each time I called including one that I could hear a rooster crowing in the background. I really wondered what type of company this was until Wendy from Iowa answered! She personally took my problem as her very own. She became my 1 point of contact. She quickly called and coordinated between another reputable air conditioning company and a wonderful electrician. She called me multiple times to follow up on my problem. She had empathy and great understanding for what I was going through especially being quarantined in a house that felt like a sauna. She is my hero! And I hope that she will be recognized for her attention to detail, and bringing the personal touch back in between the customer and the company. Bill Richard's was the electrician that came out expediently and even came back out a second time all on his own to try and fix the problem. He was amazing! Lastly, Smart Choice heating and cooling was very professional! The technician was on time and came first thing in the morning. But none of this would have happened without Wendy orchestrating all of it! If I could, I would give them all a reward and a hug!! From a 22 year Veteran United States Airforce.

American Home Shield has been a wonderful company to work with. I have several properties and use their services several times a year. It is easy to make appointments and the services are performed in a timely fashion not like other similar programs offered by other companies. AHS coverage is far more extensive that other plans I have used and other plans I have evaluated. It is easy to reach a person if you have questions. Their online interface is also easy to use and one of the easiest to understand. I think AHS policies are the best plans on the market and I would strongly recommend them.

All we get is the runaround. Washer never got fixed from March work order and we are still trying to get our AC fixed that’s been out for about 2 months now. Out of all the vendors they have sent out only ONE was decent. The rest seem to “bandage” a lot, or at least the vendors say AHS tells them to and don’t really fix or replace anything. Would not recommend!

I've had a couple of issues with my heater and AC, but thankfully, both problems were resolved! I'm very happy with the service I received!

Phone communication was fine and accomodating but I felt the decision making and repair analysis time was a little slow. Still the issue was taken care of eventually.

Nice to have coverage on large appliances but sometimes difficult to get a reliable company to compete the work. Sometimes it takes multiple service calls before an item is repaired.

A friend recommended me to get the insurance few years ago

Easy process, peace of mind. One less worry.

Detailed and good guidance. Clear instructions

Pro: I like the quick response and the ease of filing a claim. I like that I can pay the membership monthly not yearly. Con: Companies that AHS send out are not always honest. One such who was giving a free review told me that my A/C was leaking freon and I needed to file a claim. After doing so the next company said I did not have a leak. AHS would return their fee. When an items needs to be replaced 30 days to make a decision would be better than 20 days.

I like the fact that I call AHS and they assign a vendor. The service charge is okay. Sometimes there is miscommunication problems between AHS and the vendor and this can hold up the ordering of parts or the approval of repair.

When I contacted American Home Shield due to no heat I was given only 1 contractor's name. That contractor was not available for almost a week. With no heat and frigid temperatures, it was imperative that I couldn't wait. The next contractor was Jay Jay Mechncal and they did a quick turnaround with replacing the furnace and had excellent customer service.

We’ve requested the same professional technician every time because since our first service with him he was amazing professional quick quiet & clean..?I’m so embarrassed that I can’t remember his name but again he’s a awesome technician

American Home Shield allowed me to get a second opinion on my furnance repair. This allowed for the second opinion to be able to fix the furnance. They listen to us regarding how bad the first contractor was and did not hesitate to send another contractor.

I have been satisfied with the service providers that AHS has referred me to. What concerns me that the cost of the monthly premium has gone up A LOT!!! I have been an AHS customer for over 25 years so I now how much the premium has increased. Furthermore, the service call has increased A LOT too to now $108 just for AHS to do the service request!! Theses increases have made it almost too high for me to continue with AHS. I am a 75 year old senior on a fixed income.

I've been very pleased with AHS. Prompt and reliable. Customer service reps are excellent and eager to be of service, even during the most trying of times. I do highly recommend AHS for anyone thinking of getting a home warranty.

I like the convenience of filing service request. Like the tracking and asking the feedback how the vendor did it. I found some times some of the service companies does not do service but try to avoid service. Which as a customer I feel AHS is behind it. I also came across some companies charging too much on customer as well as AHS. You as company should help the customer when a customer is getting charged exubarent price.

I am customer for about 4-5 months. I have had to call for service, ie plumbing. Service was scheduled in reasonable time within few days. Plumber sent out on time, could not stop leak after tighten valve (?) so he changed the faucet. The leak was fixed.

Everytime I have had these minor issues, the claim was completed and no questions asked. I always wonder when I have something major that cannot be fixed, if the company will honor their commitment and replace the item... The only problem I have had so far is that I opened a claim that was NOT covered because it was out of my house (plumbing, but outside, is NOT covered) and they still wanted to keep my $125 copay... which was absurd.

It was very easy to schedule service. The technician came to the appointment on time and was able to quickly resolve the issue. He explained what the issue was and I will be able to take care of the problem myself if it happens again. One on the bolts used to secure the handle on the toilet tank was loose.

Your company used to give its customers the highest quality service. Now there seems to be a denial and negative policy in place when it comes to repairs and replacements. My daughter cancelled her membership I was about to do the same except for a helpful and supportive representative named Gabs who went the extra mile to address my concerns and actually help me and my daughter to renew both of our memberships. We were promised two $100 Amazon gift certificates for keeping our memberships - which we were informed of after we gave our payment info. Many thanks for your generous offer and kindness. Please do uphold your much appreciated customer support and excellent level of commitment. Thank you 🙏

My garage broke and AHS had a companies assigned to fix our garage asap. The company came out and immediately replaced everything and now we are back in business. Great service! I have family member who told me about AHS and stated they have had the same great experiences. I am sorry glad I changed from my last warranty to AHS.

American Home Shield has been the best investment we’ve made for our home. They respond quickly and so do their contractors. We’ve used them for our dryer, bath fan, bathtub faucet, garage door and dishwasher. We’ve been happy every time.

American home shield has been very prompt in dispatching service requests. I have been very satisfied with most of the work that has been done. I did have some plumbing issues that were not completely resolved, but the item is usable. I’m very happy to have this coverage due to the age of my house.

One of the most popular and customer-oriented service providers. They provide a wide variety of different types of services with affordable plans. The customer service, order placing is most simple and accessible. Every service I received an is most satisfactory

I enjoyed that they got right on the call to get someone out to fix my refrigerator. I believe that they worked as fast as they could to have them come back out which I thought took a little too long over a week. American home shield did exactly what the advertise if they couldn’t fix it they replaced it. Amazing thank you

The process of filing a claim is very simple. The response time was good, but it took a week to get a service technician to home, and another two weeks to receive the replacement dishwasher. The technicians installing the dishwasher did not clean up after themselves as others have done. We are pleased with the overall process but would like to see improvement in response time.

ASH makes setting up a claim a breeze. Their representatives are professional and courteous. They are also quick to send out repair teams that are experienced in their field. I am very pleased with how I was treated and how my issue was resolved quickly.

AHS apparently solved the very serious problem in contacting a live person. On line, AHS now has a number (or email) for a phone call back. They promptly called and resolved my issue --- which was determining whether the repair was covered. It was covered, the service was great and very efficient.

Our experience over the last 15+ years with AHS has been hit or miss. On the negative side, we have had to reject some of their contractors because, for example, one of the contractors truly deserved their 1.4 out of 5.0 Yelp rating. We have had furnace repairs and hot water tank replacement where the workers "jury rigged" a solution that we needed to live with or needed to be corrected in a future visit. In another case, we had to wait for nearly a month for our old (and eventually replaced) refrigerator to be repaired because the first technician completely misdiagnosed the problem. On the positive side however, our last call for our clothes dryer went extremely well. After I placed my request to AHS and then saw who they assigned to service it, I immediately called AHS and they assigned a different company who did a fantastic job. And in fairness, most of the AHS contractors have been ok to good. However, sometimes, it takes more time than we expected for the problems to be resolved.

I have had great service and I’ve had bad service with AHS, we have been customers for 21 years, in the past they were a very trusted company and provided great service, I have had a mixed bag lately. I have had a few unexpected claims. I did have great service last week with an plumber, however we had another plumber over a month ago so had a cracked disposal and it was addressed, so it caused water damage my husband and I will need to repair but the plumber that came out just a few days ago had it diagnosed quickly and a new disposal in about 20-30 minutes. Working still with another claim, the stove went out and they are requiring a rebuild of our stove, have been dealing with this since around Thanksgiving so late November, the appliance repair company they are using for this has been great to work with and we can still use our stovetop but not the oven, it could be worse but it’s challenging.

Peace of mind. However, there are few options through their customer service. For instance, my refrigerator is currently broken. Is has been broke since November. The company they contract with, Sears Home Service, keeps cancelling and rescheduling the appointment for one month out. The next one is 14 Jan. 2025. I am beyond frustrated. The parts arrived back in November but they keep cancelling. I called and AHS is of no help. I spoke with their "Escalation Department." They said since the parts are here there's nothing they can do. I am very worried Sears will just cancel again. What do I do???

We needed a new microwave - our policy covers it so they quickly replaced it.

Price and value! We have always received fast and fair service.

First time with your company trying you out and so far so good