American Home Shield: Read 34,360 User Reviews From Real Homeowners

star star_border star_border star_border star_border

Lenore Abboud Burnet, TX

I have been in real estate for over 20 years. I know the value of a home warranty but DO NOT use this company. I fell for their five star reviews on their site and should have researched more. I have been charged as much as $900 over my service fee for work they state is covered. I’m a retired realtor and I know the value of a home warranty but not this company. I’ve had them now for several years and have found the company to be useless. I would go as far as to say they are a scam. One other note, they will install a lesser quality product. For example instead of Carrier they will only install Goodman. Not great for resale value. They state two days for a contractor to come out and it has been as long as three weeks now and I still dont have results. Worst company of any type that I have ever dealt with.

4 years ago

Reply from American Home Shield

Hi Lenore,
We’re sorry to hear of your less than satisfactory experience at American Home Shield. We are committed to providing great customer service and we would like to make things right.

Mar. 31st, 2020

star star_border star_border star_border star_border

Dagan Tulsa, OK

I ordinarily do not buy insurance because I understand that insurance companies win ONLY if I lose, so they are predisposed to find ways to make me lose. But when I bought a new house, the previous owner purchased an AHS policy on my behalf. My experience with AHS started out reasonably well. They arranged to have a decent plumber come out and fix a few low-cost leaky faucets on various occasions, relatively quickly, with no hitches. Then my central heating system malfunctioned. On 3/5/2020 I put in a service request. An HVAC tech came out that day, and told me the “zone controller” needed to be replaced. On 3/8 I got a call from a different HVAC tech from a different company asking to set up an appointment. I asked the new guy what happened to my original tech, and he said he didn’t know… but he suspected that Tech #1 decided he didn’t want to do the work (for whatever reason). So Tech #2 came out on 3/8, and diagnosed the following: 1) Jackson zone retrofit kit to static pressure zone board, discharge sensors and static pressure sensors. 2) Retrofit zone dampers to Jackson static pressure modulating system. This was Greek to me, but the bottom line is that the fix would cost $2,000. So I waited for AHS to approve the work… and waited… and waited… and then waited some more, until 3/21—16 days later! All this time, the status indicator on the AHS website read “Pending Approval”. When I couldn’t take it any longer, I called AHS and was told my claim had been denied. The first-level customer service representative told me my contract did not cover “zone systems”, referring me to Section F1 that presents a list of “Covered” items and a list of “Not Covered” items. That Section does not use the term “zone system” anywhere, so my zone system was neither explicitly covered nor excluded. So, I asked to speak with the Supervisor. The supervisor agreed with me that the terms “zone” and “zone system” are nowhere to be found in the contract, and suggested that Section A2 would then apply, which reads: “Your Agreement with AHS includes only specified coverage for the systems and components STATED AS COVERED.” Since my “zone system” was not stated as covered, it was not covered. I then explained that I know nothing about “zone systems”, only that my central heating system was explicitly covered in the “Covered Items” section of my contract. The Supervisor then transferred me to the Manager. The Manager was shocked to learn that my service request had been pending for 16 days and stated that someone from AHS “should have told me about the claim denial sooner”. I agreed, and suggested that here was his opportunity to make it up to me. He said he could not do that, because I have a “zone system”. Aw geez, that word again… I still don’t know what it means, other than AHS won’t fix it, and I still have no heat. I stated that it sure sounded like he was trying to wiggle out of his responsibility on a technicality, and he agreed… but didn’t change his mind. Instead, he waived the $75 service call copay for me. You can imagine how unimpressed I was at that offer. So after 16 days and 2.5 hours on the phone, I came up with bupkiss. I had to arrange and pay for the service from Tech #2 all by myself. My impression of insurance companies has only been reinforced… they WIN only if I LOSE, and sure enough, AHS found a way to make me lose. The only thing I can do about it is to ignore the “Renew Now” button on my AHS account webpage, and write this review in the hope that others may be spared. Sigh.

4 years ago

Reply from American Home Shield

Hi Dagan,
We understand your disappointment with the zone system repair. It’s important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately.

Mar. 28th, 2020

star star_border star_border star_border star_border

JULS Downers Grove, IL

This is towards the end of March 2020. Since the beginning of Sept. 2019 we have been fighting with American Home Shield. Not only could they not fix our refrigerator since then and at least 9 service calls that now they tell us they don't even work with DIAMOND FACTORY SERVICE who they sent out last after SEARS couldn't fix it who they also sent out. Diamond called Whirlpool the 2nd and 3rd time they were out when it was finally deemed not repairable. Whirlpool picked up their end of the warranty the refrigerator is 8 years old. That left us with a 665.00 payment toward a new refrigerator. Whirlpool gave us 2 to choose from same price to us no matter which one. We choose and had to pay whirlpool for it upfront. Since American Home Shield is our warranty company they should at least pay the 665.00. They have jacked us around every step of the way!! I am now in touch with many States Attorneys offices. I have written the news channels and States Attorneys offices. I am a loyal paying consumer and I am tired of being scammed by companies. THEY NEED TO BE STOPPED!

4 years ago

Reply from American Home Shield

Hi Julie,
I’m sorry to hear about your disappointment with us, and the non covered cost that was paid for the replacement I would like to personally assist you with making things right.

Mar. 25th, 2020

star star_border star_border star_border star_border

Michael Casey Los Angeles, CA

Terrible customer service. It took three months to get our heat pump replaced, then the contractor did not complete the job, needed more parts. Now it's been three months I've been waiting for the job to be completed. I call and call and they tell me the contractor will call you to schedule completion and it does not happen. Update - my claim was escalated and some work was done, however the installation was left incomplete. After nearly 9 months pursuing this claim completion I finally just bought the parts and finished the job myself. Then I spent over an hour on hold with AHS trying to cancel my plan and them charging my CC 85 bucks a month. Never did get anyone to answer so I had to file a protest to the charge with my CC company. So overall ASH fails miserably.

4 years ago Edited September 14, 2021

Reply from American Home Shield

Hi Michael,
I’m sorry to hear about your disappointment with us, and I would like to personally assist you with making things right.

Mar. 23rd, 2020

star star_border star_border star_border star_border

Dissatisfied Customer Camdenton, MO

Had new Heatpump and Furnance installed last spring, Heat pump had not worked properly all winter, found out the installer totally did a complete disastrous job. After the Last Installer was here last spring, I cancelled AHS. He had my gas line laying on a sharp edge, left wires dangling in mid air, burned up my refrigerant line at the furnace that caused all the refrigerant to leak out (Shrader Valve), caused a water leak inside my new unit which caused water damaged, did not hook up the exhaust vent from the furnace and stuffed a sock in it,spliced the return air with a piece of Radiator hose, did not wire the heat pump in line with the furnace so it would go into emergency mode when needed. AHS blocks you from responding to their ads and will not warranty the technicians work after 60 days,..Humm, had to wait until winter to find out if the Heat pump worked, which it did not.

4 years ago

Reply from American Home Shield

Hi,
We’re sorry to hear of your less than satisfactory experience and hope you will allow us to correct the issues. I would be glad to speak with you at your earliest convenience.

Mar. 24th, 2020

star star star_border star_border star_border

maria Quintero Phoenix, AZ

They are very helpfull.the only thing I didn't agree is they didn't cover my water heater because it was not installed correctly when I bought the house and I didn't know so it was not covered .I paid the 100 dollars. I had to buy the water heater my self and pay for it to be installed a total of. 778 dollars with the 100 dollar that I paid American Home Shield.

4 years ago

Reply from American Home Shield

Good morning Maria,
Your concerns regarding the additional water heater cost are understood. I would be glad to speak with you and get the issue resolved.

Mar. 23rd, 2020

star star_border star_border star_border star_border

Troy Houston, TX

Hi my name is Troy. I am having a bad experience with AHS. This my second time calling about my a.c.. The 1st time when they came he only put stop leak in. Even I knew that was not going to work. I had to pay $100 service call and $35.00 per lbs for coolant. Total cost to do nothing $300.00. Less than 5 months later guess what...a.c. not working again due to same issue. I been told them that it needs a new Evaporator Coil. If I do a cash out AHS wants to give me $315.00 to for a new one when real cost is $950.00. Now I have to pay $1680.00 out of pocket just to have my a.c. done. Where is the savings I just don't see it. I am very upset and frustrated with the whole deal. No saving!!!

4 years ago

Reply from American Home Shield

Hi Troy,
Your feedback regarding the non covered cost is understood. I would be glad to speak with you and get the issues resolved.

Mar. 17th, 2020

star star_border star_border star_border star_border

Mike Cancila Philadelphia, PA

I discovered that the main breaker in my electrical panel was broken. I could not, and still cannot turn the electricity off in my house. GJC Electric was dispatched by American Home Shield. Two technicians arrived, verified that the main breaker was indeed broken. Then went out to their van to call their manager. After 15 or so minutes they came back to my door and told me the issue was not covered by the warranty. Citing water damage. The panel is in my basement, there has been NO flooding, or leaking from the plumbing. The panel is attached to a wooden panel, then to concrete wall. The wooden panel has no signs of water damage. The only way for water to have gotten into the panel is a the service line. Meaning the drip loop and/or weather head (A component of the electrical system not listed in the exclusions on the contract) failed to do its job and as a result may or may not be the cause of the issue. I asked that the technicians not leave until I spoke with American home shield. They again said they were going to call their manager and went to their van. A few minutes later the started pulling out of my driveway to leave. It is obvious from this experience that the company is going to make it a hassle to make a claim.

4 years ago

Reply from American Home Shield

Hi Mike,
Thank you for sharing your AHS experience to have the panel diagnosed. I would be glad to speak with you to reach a possible resolution.

Mar. 13th, 2020

star star_border star_border star_border star_border

Julie Los Angeles, CA

The worst company I've ever dealt with. They do not cover anything. They said they cover water heater, a big NOPE. Had to pay $800. They said they cover rekey, not accurate as the company that came out to rekey charged an additional $90 on top of the $75 service call fee, which if I knew in the beginning, I would rekeyed myself. Additionally, the company does call back with follow-ups to any disputes or concerns. You will simply have to retell your account about 25 times, be asked to wait for a call from another department, and never receive a call. This cycle was repeat itself until basically you stop calling. DO NOT purchase this company's warranty. It's a HUGE SCAM.

4 years ago

Reply from American Home Shield

Hi Julie,
We hate too hear about your most recent experience to have the issues repaired as well as the cost associated with the repair. I would be glad to speak with you and discuss both experiences.

Mar. 13th, 2020

star star_border star_border star_border star_border

D Clemson, SC

There are two areas where AHS treats customers unfairly: Contractors for AHS in many cases are paid less than the market rate for their labor. For some difficult or aggravating repairs which may force the contractor to spend too much time, the service provider will call the repair in and tell AHS that damage or repair is NOT due to normal wear and tear. Sometimes they AHS will then decline the repair and its very unlikely that they will change their opinion. The contractor may then move on to much easier repairs and make more money rather than getting bogged down in a lengthy unprofitable repair scenario. AHS has metrics in place for their contractors and EXPECTS and requires a certain number of denials from their field contractors. Now we know that everything is not covered by your AHS warranty and understand that BUT what AHS does is force the homeowner to wait until their authorization department approves the claim and this can take a hours at times. Many times the contractor can not wait that long. Hold times for approvals can sometimes take over an hour . What this means is that the customer( that's you and me) wait until AHS can review and authorize the repair. Now IF its a Water Heater for example, the contractor will order it from AHS who then ships it or send the contractor to a location to pick it up. Lowes and Home Depot are filled with them BUT you and I have to wait in some cases and extra day or two so that AHS can save a few dollars on material cost. Meanwhile you and I take a cold shower....or actually that's AHS giving us a bath!! If it happens to be a toilet related issue I would advise you to get a plastic bucket and be patient.....or you could drive to the Home Office and use their bathroom, OR take the advice of their wonderful offshore customer support staff and send them a letter or Fax!!

4 years ago

Reply from American Home Shield

Hi D,
Thank you providing American Home Shield with feedback about your most recent experiences to have repairs completed. I can understand your frustration with the delay and would be glad to speak with you and get the issues resolved.

Mar. 11th, 2020

star star star star star_border

Anne Haasnoot Pensacola, FL

I had 2 contractors come the same day - a plumber and an ac man. Both were timely and fixed my problems. My only complaint would be that I didn’t receive a receipt from the ac man.

4 years ago

Reply from American Home Shield

Hi Anne,
Thank you for providing us with feedback about your AHS experience. We strive to provide you with fast and efficient repairs. We hope you continue to enjoy the coverage we provide!

Mar. 10th, 2020

star star_border star_border star_border star_border

Chris Mcnally Davenport, IA

Absolute worst experience. 3 weeks now with no heat. Finally being installed and now they want a two hundred modification fee. Why isn’t this covered. I was offered 125 dollars for space heaters, that I didn’t take, why not use this for the mod fee. 3 weeks with no heat! During winter. I’m sick of calling the Philippine’s also. Worthless. I finally got the number to authorizations and they had the audacity to be condescending. And all the while both the Philippines call center and the Georgia one... never one manager around. They are all in meetings lol. The worst. I’m glad you all have to pay for this furnace because I am going to a different warranty. Obviously being “one of the first” warranty companies has gone to your head because now you just are a rip off. I do not recommend this company. If you want piece of mind search elsewhere.

4 years ago

Reply from American Home Shield

Hi Chris,
Thank you providing American Home Shield with feedback about your most recent experiences to have repairs completed. I can understand your frustration with the delay and non covered cost. i would be glad to speak with you and get the issues resolved.

Mar. 6th, 2020

star star_border star_border star_border star_border

Corey Norcross, GA

I would give American Home Shield a negative number if I could, they don’t deserve a one or even a zero! The agent I spoke with reassured me multiple times that once I made it through the “30 day probation period” I would be 100% covered on the plan I chose, which included my AC unit. Eight months later my AC goes out, only for them to tell me that I’m not covered! This place is a SCAM and will tell you whatever you want to hear just to get your money! I also paid two service call fees for people to come look at it, of which none of that money was refunded, NO WORK was done! This place is a pathetic company! I will also file with the BBB to have at least a make placed on this company!

4 years ago

Reply from American Home Shield

Hi Corey,
Thank you for providing us with feedback about your most recent American Home Shield experience. I would be glad to speak with you about your AC request and the denial.

Mar. 3rd, 2020

star star_border star_border star_border star_border

Steven Clary Dallas, TX

If you like being on hold with the Phillipians for 30+ minutes only to get disconnected, then this is the home warranty service for you! I have been trying to get the cashout for services I have already paid out of my pocket for over a month. I am trying to get the worthless plumbing company that came out and supposedly fixed my unit to put a working piece on it again, nothing in a month. So, $125 for service call $800. to get my water heater repaired correctly, was offered $517. for cash out...Go Figure. called back in 3 times and was put on hold. trying one last time and guess...on hold for 17 minutes thus far. This companies call center and services SUCK! STEVEN C.

4 years ago

Reply from American Home Shield

Hi Steven,
Your feedback is more than appreciated to help us improve your American home Shield experience. I would be glad to speak with you about the non covered cost and the amount that AHS offered towards the replacement.

Mar. 3rd, 2020

star star star star star

Paul Las Vegas, NV

Great company! So far I had to use it 2 times in 2 years... all my repairs were done promptly and accurate with certified profesionales. Thank you Paul

4 years ago

Reply from American Home Shield

Good morning Paul,
I would like to start by thanking you for your patronage to AHS over the past two years! I hope you continue to enjoy the fast and efficient service that we provide!

Feb. 28th, 2020

star star_border star_border star_border star_border

Diz Caldwell Melbourne Beach, FL

I called AHS the first week in Nov to report a nonworking microwave. They sent a contractor a few days later. He ordered some parts. When one of the parts arrived he came back and installed it. Did not fix the problem. He said he would come back when the others arrived, but they were backordered until Dec 26. I called AHS after Dec 26 and now the parts were not available until Feb 14. Late in January I called again. Now the date was Feb 19. I called AHS again on Feb 21. They said they would check and get back to me. Did not. I called again today. Now they say I have to pay another fee. I said no. They finally said they would send another contractor. It has been over three and a half months, no repair and now we're starting all over again!

4 years ago

Reply from American Home Shield

Hi Diz,
Thank you providing American Home Shield with feedback about your most recent experiences to have repairs completed. I can understand your frustration with the delay and would be glad to speak with you and get the issues resolved.

Feb. 25th, 2020

star star_border star_border star_border star_border

Robert Foster Kissimmee, FL

I am another dissatisfied customer. I had them for the last 2 1/2 years, and I was happy with them, but now, they've gone downhill fast. Last week, my freezer on my Samsung Refrigerator started to ice up badly. I couldn't even open the freezer door. I called the American home shield, and they gave me a case number and a phone number to the contractor. I immediately the contractor schedule a date and time for them to come out to my house. I left two messages throughout the day but never called me back. The next day, I had to get up early for a VA hospital appointment and there at 0800. While there at the VA Hospital, after my appointment was completed, around 0900, I contacted AHS and informed them that I was unsuccessful in reaching the contractor they provided me. American Home Shield stated that they were at my house, but I was not there. After clearing up the confusion, they made an appointment without consulting me first. They sent a technician to my house the next morning without calling me to see if I was available. I explain to them that I had this VA appointment for a month. If I were contacted, I would have informed them that I would not be available until after 10:00 am. So, I asked them why that was the case and is that standard practice to make an appointment without the customer's approval? American Home Sheild told me, Yes that it was in the contact that they would provide the time and date and that need to be there. Of course, I am dealing with a foreigner; I believe they were from the Philippines and could not understand that they need to call the customer before setting up an appointment. This all took place last Tuesday, February 18, 2020. It is February 24, 2020, and I am still trying to get them to send a technician. I still have a freezer that is icing up badly and six days of continually calling and calling trying to get anyone out here. The unfortunate problem is that I'll have to pay for a technician directly, but yet, I paid for a year's home warranty protection, and I can't seem to utilize it. So, I say to everyone, Buyers Be Warn. I would not consider purchasing a warranty from American Home Shield.

4 years ago

Reply from American Home Shield

Hi Robert,
Thank you for giving us an insight about your most recent AHS experience and the appointment issue that occurred. I would be glad to speak with you and assist to get your repair completed.

Feb. 26th, 2020

star star_border star_border star_border star_border

Jim Xu Alpharetta, GA

I don't know what happened to this company. I had many friends who used to have home warranty with AHS and were all satisfied. I called in and told them my water pipe was leaking and I needed them to locate where and recommend a fix. I paid $120 for them to send someone out on a rainy day in which the report said "water pipe is indeed leaking". They did not find the location of the leak, but recommended I pay $2200 to get it fixed a water line. Just to reiterate: someone came IN THE RAIN and diagnosed exactly the problem I had already told them about. When I called in I was met with an Indian tech staff and endless transfers. "Sorry, I don't handle xyz, you will be transfered to abc department". When I did get transferred to someone who could help they basically told me they fulfilled their jobs according to section 2.A line 4 of the agreement contract (or something). The whole process took about 5 hours of my day. I took a day off form work and got completely bamboozled. They were 100% unapologetic and very argumentative over the phone. Plenty of home warranty companies out there, don't pick this one.

4 years ago

Reply from American Home Shield

Hi Jim,
Your concerns about the denial are more than understood and AHS would be glad to speak with you and get the issue resolved.

Feb. 21st, 2020

star star_border star_border star_border star_border

C. Simmons Williamsburg, VA

One word, “garbage”. I spent 1hr 10 mins on the phone to a CSR who I had to ask three times to speak with a manager regarding their contractor availability, then to be passed to a supervisor who also would not just transfer me to a manager. Then I finally spoke to a manager who read the contract to me and told me “I could not hire another company and have AHS pay for the reimbursement if I wasn’t satisfied with the company they hired”. After the manager transferred my call to the cancelation department, that CSR told me that I could do everything the manager told me I could not do. Why am I paying for services by a company who seems more concerned about their comfort than the customer. Never again AHS, I will give my business to American Mechanical!

4 years ago

Reply from American Home Shield

Hi C. Simmons, Your feedback is more than appreciated to help us improve your American home Shield experience. I would be glad to speak with you about your concerns regarding the hold time and customer service.

Feb. 26th, 2020

star star_border star_border star_border star_border

Evan Creekmore Raleigh, NC

American Home Shield sent a HVAC contractor to check on my gas pack HVAC unit that had failed. The contractor quoted me $4200 in "non-covered" repairs and gave the warranty company a quote to cover the unit. The quote was not only high, but AHS said the contractor quoted only $970ish for the unit, bringing the entire quote to around $5680. I got a second quote from another unrelated contractor and they quoted me $3900 for the entire job, similar unit and all. After talking to the AHS contractor, the told me that American Home Shield would only allow them to reimburse the $970 for the unit because that was the price AHS has set, not the contractor. As you may know a HVAC unit does not cost $970, it costs around $2800. I pay AHS around $600 a year and hav done so for several years. American home shield offers a warranty for your home, but won't actually cover you when something large breaks. AHS claimed that they could only give me the $970 because that's what the contractor quoted and the contractor said they were forced into that price because that's what AHS would reimburse them for a unit. AHS gives you the option to pay your own contractor and reimburse you, but does not cover the actual full cost of the actual repair or the equipment. Because of their poor pricing and coverage, I was forced to go with another contractor AND be cheated out of full replacement costs from AHS. American Home Shield basically cost me several thousand dollars by their scammy pricing and lowball offer on my unit that they said they "covered" in the contract. This is a very dishonest business practice and made me feel that I was cheated by two companies at once. This company is a joke. You're much better off saving your own money every year and paying for repairs yourself.

4 years ago

Reply from American Home Shield

Hi Evan, Your feedback is more than appreciated to help us improve your American home Shield experience. I would be glad to speak with you about the non covered cost and the amount that AHS offered towards the replacement unit.

Feb. 26th, 2020

star star_border star_border star_border star_border

Redacted Wonder Lake, IL

Avoid this company, if you save what you would pay them you'll have enough to pay for the repair and choose who you want to repair. Lets see first of all have been with AHS for 6 years and it finally all came to a crashing halt. First we had an issue with our dryer, had a tech come out three times, until finally the dryer caught on fire. Thank God we were home and noticed it before it because out of hand. We pulled the plug, shut off the gas and got it out of the house before it became a raging inferno in our front yard. Then there was the time our circuit breaker box shorted out and AHS refused to repair said it was outside the house and they were not responsible 5,000 repair bill. Then recently our furnace went out had a tech come out and spent all of 10 minutes troubleshooting and said it had to be replaced. I then receive a call from AHS telling me they will pay for the replacement, but 2,000 in items like pluming, sheet metal and electric not covered. WHAT!!!! They would pay me 680 out of pocket. Pah! Asked for another option as stated in the contract, after being hung up on several times and much argument AHS scheduled another tech to come out. He was better but also said it would have to be replaced but could do better on the out of pocket. AHS declined us to use the Second tech said we had to go with the first. We expressed how we did not want to and didn't feel comfortable with that person. They would not budge, after searching online found this is there operation, they charge everyone getting their furnace replace with an Out of pocket for all the labor and it looked like 2000 for each complaint I read. We then found a tech and for 2600.00 had top of the line furnace AND our whole house humidifier replaced. Customer service is Horrible, techs are OK to bad. Save your money not worth giving to sub par service. Oh yeah just as a side note we were without heat for 9 days in winter living in Chicago area. They really didn't care, keep that in mind. Oh and I did talk to a number of different people and got the same answer, so AHS no need to respond with your stand BS how your going to talk to me and work this out. You can't!

4 years ago

Reply from American Home Shield

Hi,
I would like to thank you for sharing your most recent American Home Shield experience about the plumbing and contractor. I would be glad to speak with you to discuss the non covered cost and replacement that needs to be completed.

Feb. 20th, 2020

star star_border star_border star_border star_border

Robin C Port Saint Lucie, FL

We are very, very unhappy with AHS. They were called out to diagnose/fix a plumbing leak at my elderly parents home. We paid the $75.00 fee and a plumber from Kintex Plumbing came out. Stated he thinks it's the hot water heater but in order to access it, the stove needs to be pulled out-which he refused to do per his manager. They can only move appliances if it's the item they are there to fix. Bottom line, we have to pay someone else or find a friend who can go to my parents house, pull out the stove so the tech can see. I can guarantee the tech will not have what he needs to repair/replace the hot water heater so we then need someone to push the stove back and move it a second time when Kintex comes back to fix the water heater. My father is 88 years old. He can't move the stove! WTF? Isn't this part of having a business and providing service? I don't understand and now we are stuck between a rock and a hard place. We've been paying 60.00 a month for this warranty for the past 15 months, plus the 75.00 copay. So do we forfeit money paid already to have a reputable plumbing company come out and repair the water heater or struggle to find someone to plan their day around the estimated time frame of 4 hours in which the plumber with arrive, to move the stove? I did receive a call from a very unsympathetic, couldn't care less, AHS customer service rep who stated all of their contracted plumbers have to abide by this rule per AHS. Where has good, honest customer service gone? I wonder how the plumber and AHS people would feel if this was their elderly family member being treated this way.

4 years ago

Reply from American Home Shield

Robin,
My name is Kim and I am with AHS' social media department.
We respond and follow up with customers that post online reviews on various sites in an effort to resolve customer complaints. I certainly apologize that you were not happy with the service received. Please provide your parents' covered property address or contract number and I will follow up with you in the order in which your information is received.
I hope to connect with you soon.

Feb. 14th, 2020

star star star star_border star_border

Ronald Pogatchnik Coeur d'Alene, ID

Generally do ok at solving issues. Last encounter they required me to pay additional fee for faucet repair. Not real happy about it. After $75 fee I had to pay additional $63 to vendor because AHS set limit at $250 for faucet repair. I feel the vendor was heavy on charge and AHS should have mitigated the issue.

4 years ago Edited January 10, 2024

Reply from American Home Shield

Hi Ronald,
It is always great news to hear about customer experiences and the repairs that are completed in a timely manner.

Feb. 12th, 2020

star star_border star_border star_border star_border

Whitney Enterprise, AL

Absolute worse experience with American Home Shield. My husband and I recently bought a home, about a week after purchase home shield called to go over the contract and asked if we would like to list any one else as an authorized rep on our contract, we listed another family member. I put in a service request for our dishwasher, the servicer was out in one day and stated our dishwasher would be cheaper to replace that fix and to expect a phone call from home shield in 1-2 business days. After waiting an entire week I called home shield who stated there was a pending parts search for my dishwasher. The representative stated he could not tell me how long it would take to find the part and that there was no maximum weight. Stated he would remember to check on my account and call me back when there was a change. Representative also stated he did not know when that would be. I went round and round with the rep for 20 mins before he put me on hold for 10 seconds to come back and state there was a purchase option and he transferred me to the options department. I then spent 20 mins on hold when the options department told me they could discuss options by that I could not place the order because somehow my contract was changed to list the other family member as the home owner and my husband and myself as only authorized reps and that I would have to be transferred to the contract department. I have never gotten such a large run around in my life.

4 years ago

Reply from American Home Shield

Hi Whitney,
Your concerns regarding the delay in service are essential for American Home Shield to use for improvement. I would be glad to speak with you and discuss the appliance contractor that serviced your request on the dishwasher.

Feb. 10th, 2020

star star_border star_border star_border star_border

Kristian Toronto, ON

Booked a service call through AHS. The contractor that they sent out walked out of the job citing a concern around having to lift the dishwashing unit up 1/4 of an inch. Called AHS to question the contractors logic as any appliance company would have to move the appliance to work on it. I reviewed very curt (almost antagonistic) customer service from their customer service dept. I was really taken aback by their lack of sympathy and regard for my experience. In the end, we cancelled our service contract with them. There is no use working with a company who outsources to contractors who do not want to move an appliance in order to fix it. *** STAY AWAY FROM AHS *** I rate them a 1 out 10 on customer service and a 1 out of 10 on the contractors that they work with.

4 years ago

Reply from American Home Shield

Hi Kristian,
Thank you providing American Home Shield with feedback about your most recent experience. I can understand your frustration with the issues experienced to have the dishwasher repaired which resulted in your decision to cancel the contract. I would be glad to speak with you.

Feb. 10th, 2020

star star star star star

Bobby Phillips Claremore, OK

Quick turnaround. I put the work order in early Sunday morning. The technician was at my house Monday mid-morning. Had my problem resolved in about an hour.

4 years ago

Reply from American Home Shield

Hi Bobby,
I would like to thank you for providing American Home Shield with such positive feedback about your most recent experience. It is always great news to hear about the repairs that are completed in a timely manner.

Feb. 7th, 2020

star star_border star_border star_border star_border

Faye Johnson Baton Rouge, LA

This company is horrible, horrible, horrible! I need plumbing service and I specifically stated that I did not want to deal with Tiger Plumbing 11247 Sullivan Road, Baton Rouge. The Better Business on bbb.org has issued a warning "ADVISING CONSUMERS TO USE CAUTION WHEN CONSIDERING DOING BUSINESS WITH TIGER DUE TO THE PATTERN OF CUSTOMER COMPLAINT ALLEGING INFERIOR REPAIRS, FAILURE TO REPAIR DAMAGE, MISDIAGNOSING PROBLEMS, POOR WORKMANSHIP AND LEAVING AREAS A MESS." Tiger serviced my house twice and lazy asses didn't do a good job. It is notated in AHS, notes that I do not want them to come to do work for me again. However, they are trying to force me to deal with Tiger again giving the excuse that all other plumbing contractors are on hold. WTF!? Also, all of their customer service calls are being are now being routed to the Philippines. These reps hang up on you, put you on hold and never return. I cancelled my plumbing service call because it is apparent if all other plumbing contractors are on hold they must not be happy with dealing with AHS. You mean to tell me they have no plumbers? I pay my monthly premium monthly and rarely use their services and when I need services they do not have anyone in the trade because they are on hold not taking anymore AHS customers.... THAT IS A RED FLAG THAT SOMETHING IS AMISS AND IT IS TIME TO MOVE ON. I Want my premiums back for lack of service.

4 years ago

Reply from American Home Shield

Hi Faye,
I hate to hear about your most recent experience with American Home Shield and the technician that was unable to repair the issue. I would be glad to speak with you and get the issues resolved.

Feb. 4th, 2020

star star_border star_border star_border star_border

ahscustomer3456 Kent, WA

Absolutely horrible! Don't waste your money. I called them to fix an improperly installed furnace. Furnace guys came out, did absolutely nothing after fiddling with the furnace for about 45 minutes. Left no paperwork and left. HORRIBLE. I called American Home Shield to say they didn't fix the problem...they said they would call them and call me back. Called them twice more and STILL never received a follow up call. And these #$%#$ers have the NERVE to send me a bill for the service charge?!?!?! ARE YOU OUT OF YOUR MINDS!??!?!!? ABSOLUTELY GARBAGE COMPANY. They were also horrible over the phone with snotty representatives that barely spoke english taking my service request.

4 years ago

Reply from American Home Shield

Hi,
Thank you providing American Home Shield with feedback about your most recent experience regarding the service fee charges. I can understand your frustration with the issues and would be glad to speak with you and get the issues resolved.

Feb. 4th, 2020

star star_border star_border star_border star_border

Lassen Arnold, CA

We had a plumbing leak which was due to a drain pipe. The plumber they sent out said we needed all new drain pipes and AHS wouldn’t approve they were going to send a second opinion but had no other plumbers for our area. Finally paid to have it fixed on our own which was an easy fix wasn’t even close to what AHS plumber had said. The customer service was terrible like they read from a script. When I asked to speak to a supervisor they said there was no one else I could talk with. We have been with them for 3 years looking for another home warranty company after this horrible experience. Very disappointed with the service! They wouldn’t even refund our service fee. No service was provided!

4 years ago

Reply from American Home Shield

Hi Lassen,
I would like to thank you for sharing your most recent American Home Shield experience about the leaking water heater and contractor. I would be glad to speak with you to discuss the non covered cost and replacement that needs to be completed.

Jan. 30th, 2020

star star star_border star_border star_border

Nichelle Johnson Riverside, CA

Put in claim for new water heater in December.2019. Recieved a check for new water heater with the wrong payee name on it. Spoke to AHS and reported the problem...even emailed a copy of the wrong check and mailed the physical check back on 1/6/20. As of 1/28/20 ...I haven't recieved the corrected payment nor any correspondence or communication from AHS. Hello, I need a water heater dir obvious reasons. What's the point of paying AHS for this insurance...if they're not taking my situation serioulsy

4 years ago

Reply from American Home Shield

Hi Nichelle,
Your concerns are more than understood and AHS would be glad to speak with you and get the issue resolved.

Jan. 30th, 2020

star star_border star_border star_border star_border

RBertram Livermore, CA

What a nightmare! Has anyone actually had a good experience with this company, because I would love to know. We have been in our new home one month and called for plumbing issues. The first plumber never showed up and the second two had ZERO interest in helping us. Just wanted more money before touching anything. My husband spent hours on the phone with AHS, only to be hung up on twice (and he was not being rude, just requesting to speak with a supervisor) we finally canceled our warranty. Of course not being able to be refunded for the 'trip charge' for each of the plumbers that came into our home to do NOTHING. Shame on this company - sure smells like a scam to me.

4 years ago

Reply from American Home Shield

Hi Bertram,
Thank you providing American Home Shield with feedback about your most recent experience. I can understand your frustration with the non covered cost and would be glad to speak with you and get the issues resolved.

Jan. 30th, 2020

star star_border star_border star_border star_border

Sabrina Sherman Murfreesboro, TN

AHS has the worst customer service ever. They have people who read the script but don’t want to get the work done. The contractor are HORRIBLE. I dealt with R&S heating and they are the worst heating company ever. Called and complained for 2 months before I received a different contractor. Now I have a major issue in my house due to AHS not listening. All parts are refurbished and don’t let them ant different. This is why they order the item needed. They go up every year on your price. Half of the items you need cover they don’t cover. It’s a rip off when you send all this money and service fee but you can’t get the service you need.

4 years ago

Reply from American Home Shield

Hi Sabrina,
Your concerns regarding the warranty coverage are essential for American Home Shield to use for improvement. I would be glad to speak with you and discuss the heating contractor that serviced your request.

Jan. 30th, 2020

star star_border star_border star_border star_border

virgingorda3 Abu Dhabi, AZ

Worst customer service on Earth! Accounting department is so so terrible! Double-charged me for aservice call, and after a million phone calls over 6 months to get a refund, they again charged me for another service call instead of giving a refund. I now have to show evidence from my credit card company that it was a charge and not a credit! How incompetent are these people? ?? And no other ways to contact them other than my phone and you're put on hold for hours. How backward is this? Just don't bother with this company to save your peace of mind!! Management should all be fired to run a business like this!!

4 years ago

Reply from American Home Shield

Hi Gorda,
Thank you providing American Home Shield with feedback about your most recent experience regarding the service fee charges. I can understand your frustration with the issues and would be glad to speak with you and get the issues resolved.

Jan. 27th, 2020

star star_border star_border star_border star_border

Pravin Patel Montgomery, TX

Home Shield submitted a request to have my water heater replaced out but what turned out to be a delay from both sides. Home Shield contracted to S.A.P Home Repair Services; they came out and asked $500 in cash to proceed with the repairs immediately and i asked what was the additional $500 was for... the repairman "Nick M" stated "my house was not upto code" but my home is up to code since I have only lived in this home for only 6.5 years and it was a newly built home when i bought it 6.5 years ago, he would not do the work without getting paid, so Home Shield why did i purchase the warranty with you guys? He also damaged my decking in my attic, when i told him not to walk across the attic towards my garage area.

4 years ago

Reply from American Home Shield

Hi Pravin,

Thank you providing American Home Shield with feedback about your most recent experience. I can understand your frustration with the non covered cost and would be glad to speak with you and get the issues resolved.

Jan. 23rd, 2020

star star_border star_border star_border star_border

Bob Sheffield Washington, DC

I’ve found my American Home Shield warranty to be excessively expensive and to provide little or no actual coverage for things that have gone wrong in my new house. I’m grateful for the good intentions that my new house builder showed in paying $1,025 for the warranty contract I've had since 25 January 2019. I might have renewed that warranty if I’d had good experience with service requests and if the price for renewal hadn’t been increased to $1,657.00. My first service need was when the recorder/control box for the house's security camera system failed. In reading the warranty agreement, I found that such systems are not covered. When the kitchen range exhaust system failed, I found that I’d be charged $75 just to get a technician out to trouble shoot the problem. Today, when I requested service for the PVC trim boards on the exterior siding, which are separating from the house, I was told that the warranty doesn’t cover anything on the exterior of the house. In both cases when I called American Home Shield’s 24/7 number (877-489-3659) to request service, the service representative had great difficulty understanding what had failed. I offered to send a picture of the PVC trim board problem, but the service technicians can't receive text or email from customers. These service call failures led me to read the entire agreement carefully. I found that far more space is given to describe what isn’t covered than to describe what is covered. It is basically a blanket extension of appliance warranties and even appliances aren’t covered if the Consumer Product Safety Commission or the manufacturer “has issued a warning, recall, or determination of defect.” Instead of paying $1,657 this year and who knows how much in future years, I’ll take my chances on the likely outcome that few if any of my appliances will fail in any given year. Builders, developers and buyers should not buy warranties from American Home Shield!

4 years ago

Reply from American Home Shield

Good morning Bob,

I would like to thank you for sharing your overall American Home Shield experience with us. I would be glad to speak with you about the policy and covered versus non covered items.

Jan. 23rd, 2020

star star_border star_border star_border star_border

Sai Clinton, TN

Assured multiple times from home shield and realtor that yes they would most definitely cover and repair or replace any appliance necessary. 700 for a year (i was told a ‘special time offer’) and $100 for each call out for service ($300 so far). So far 1000 dollars shelled out. What i had repaired? A cheap thermostat and a wax ring for the toilet. Def nowhere near 1000 worth of service or work. Now for third visit my hvac is out. Was assured once again before purchasing by hime shield and relator that yes they covered and would replace unit if necessary. The guy came out was condescending and annoying. Said compressor needed replaced and that yes home shield would cover it and had to order part. A few days later same guy calls like a salesman on behalf of home shield offering us a deal on behalf of home shield. Says home shield will give us $1000 down towards new hvac. (So basically they KNOW it needs replaced but refuse to do so as promised.) we cannot afford a new hvac which is why we got this coverage’ to begin with upon the assurance (lies) that home shield WOULD DEFINITELY cover or replace unit. Obviously we turned them down. If we had money to replace everything we wouldn’t need them! Two weeks later home shield contacts husband says part is in but that unit needs freon and is $900 will only cover $90. Am in the process of asking for a refund. So we could have went into debt even further after going into debt for a new home) and had a 1000 to assure our children had heat all winter but instead were assured broken promises by homeshield and basically threw away 1000.

4 years ago

Reply from American Home Shield

Hi Sai,
I hate to hear about your most recent experience and the non covered cost associated to have the HVAC system replacement completed. I would be glad to speak with you and get the issue resolved.

Jan. 23rd, 2020

star star_border star_border star_border star_border

Ahmad asmar Charlotte, NC

I've been with AHS for about 7 years now I use them once or twice a year mostly ac related. I Referred over 30 customers per year since then 30 ×7 years =210 @ least. I'm in people homes at least 4to 5 times a day based on my business. And people asking me for recommendation for different issues in their homes . I found ahs is good way for me and them so we don't get stuck paying for major repair bill or replacement at one time . Fast forward my water heater start leaking 3 days ago , tecnetion came next day , I felt it was an emergency since water was flooding my house. Any way I finlay found a way to shut of gas and water. My experience with the tec was . He open the water valve tampered with drain using a screwdriver to get it to drain. Told me you need a new water heater . And that was that , I asked if he can by pass water heater and connect cold to hot so at least i can have water for showers and washing machine, said that is not part of service call i can do it on the side for $200 in cash . That raised a flag and politely declined. He left and never disconnected electricity to water heater. Which I think is hazardous since outlets in bathrooms was tingling my hands when I tried to plug something. Any took care of that my self at breaker box. 2 days now water is still leaking I have air movers so it will dry . Called office today to tell them said for me to call ahs and pay for onther service call. Ahs in there contract states water heater is covered labor and parts. So now they said I have to pay additional $ 718 .00 To get it replaced, onther option is to have cash out , so based on the length of time it going to take for them middle of next week I though maybe this a good option I can get some to do it much sooner. Finlay today I Talked to them cash option they offered me $ 305.00 WHAT ¡¡¡¡¡¡¡ My heater replacement cost is $932 not including labor, I found a local supplier with a unit the cheapest was 632 Simply they said that what it cost us to pay our vendor to replace your water heater. What about 718 extra "that is not part of water heater " they replied . Break down on extras Expansion tank Ball valve Gas whip Pipe modifications Vent modifications Total 718 extra Actual cost less than $ 100 through local supplier. In Summary : Long process , you are lost between venders and ahs . It is not covered labor and parts be ready to pay , they got you at your weakest time you really have no choice you are on there time and terms. I would like them to honor there terms and make things right for me . So I can continue with them and keep referring customers They have to make the choice the ball us in there Court.

4 years ago

Reply from American Home Shield

Hi Ahmad,
I would like to thank you for sharing your most recent American Home Shield experience about the leaking water heater and contractor. I would be glad to speak with you to discuss the non covered cost and replacement that needs to be completed.

Jan. 21st, 2020

star star star_border star_border star_border

Tmax Germantown, MD

No sure that I like AHS now that I need to utilize the service for replacement. I am a real estate agent and refer a lot of people to AHS but have never had to deal with a replacement issue. The call center is not helpful and very difficult to understand. My washer was approved for replacement. I have not been able to get in touch with the replacement department. I have called 2 times and both times have been on hold for 90 minutes and could no longer hold. The wait time to replace your appliance is a serious problem that needs to be addressed.

4 years ago

Reply from American Home Shield

Hi Tmax,
I hate to hear about your American Home Shield experience and the miscommunication experienced to have the washer replaced. I would be glad to speak with you and get the issue resolved.

Jan. 15th, 2020

star star_border star_border star_border star_border

alan La Windermere, FL

On December 23rd my refrigerator has gone out it is a four-year-old unit Whirlpool gold series which I paid $2600 for. Contact American home shield they sent out a repair man who didn't even open my refrigerator or pull it out and already diagnosed that it was the circuit boards a plus appliances was the name of his company in Winter garden Florida. He also told me that parts were no longer available for my refrigerator and they would have to order them which caught me by surprise being my unit was only 4 years old. A week later his employees showed up and install both circuit boards and told me I had to wait 48 hours to 72 hours for my machine to reboot. When I called the owner of the company Jason M, Who by the way was the person that diagnosed my refrigerator the 1st time with mental telepathy Proceeds to tell me that the circuit boards that they installed were probably no good and this is a common problem. I contacted American home shield and wanted a second opinion. They sent out a second company called CD appliance They actually opened up my refrigerator and tested and ordered a boat load of parts, Today makes 21 days that we are still out with our refrigerator.. I would never recommend American home shield they are a complete nightmare and all they tell you is will order new ports I even tried to have the parts over nighted and they told me that was not an option after I explained to them how many weeks we have been without a refrigerator..... The nightmare continues ..

4 years ago

Reply from American Home Shield

Hi Alan,
I hate to hear about your American Home Shield experience and the delay experienced to have the refrigerator repaired. I would be glad to speak with you and get the issue resolved.

Jan. 15th, 2020

star star_border star_border star_border star_border

Jill McCleary Albuquerque, NM

Customer service most of the time I called, was Awful. I got different answers of what was covered by different people. It was very difficult to understand most agents because they are from foreign countries. The only things I needed covered was my electric baseboard heaters, but because the problem was more than just replacing the baseboard heaters, (which is only about $150-350), and it involved power to the thermostat they refused to cover it. I had told the agent that was the problem, and they said I had to have service man look at it. They sent an service man who said the same thing, I did and I had to pay the $100 service fee, for him to say the same thing I did. Why could they not have just told me, we don't cover that instead of making me pay the service fee, and now Im out a $100 I could have put towards repairing it. They also only have 2 men, not companies, men in ABQ who do electrical work. One of them in located in Rio Rancho and does not want to come to ABQ unless he has other work here, so he will only do your job, if he can call you spur of the moment when he is already in town. He also informed me that he really doesn't want to take work from AHS anymore because they have not paid his last 7 invoices. I also had to argue with the agent about the type of service man I needed. They kept wanting to send a HVAC, and if they had, I would have had to pay them 2 service fees and be out $200.00, since they won't cover my job anyways. Poor Customer Service, and there is no manager to speak with about how you are treated. Poor Company- set up to make the most of you, cover little to nothing, (they would not even cover a doorbell) and pay employees that are not even in our country so they can make the most profit.

4 years ago

Reply from American Home Shield

Hi Jill,
I hate to hear about your American Home Shield experience and the request to have several issues resolved. I would be glad to speak with you and reach a resolution.

Jan. 15th, 2020

star star_border star_border star_border star_border

Fred Austin, TX

DO NOT HIRE THIS COMPANY! Dec 19th we closed on our home and purchased a warranty through them. Dec 20th we realized the fridge was not cooling down so we placed a warranty service request Dec 30th after dealing with two of their contractors someone showed up and gave us a notification that the compressor is not working. However given they are not EPA certified they couldn't work on the unit Jan 7th. After calling AHS daily to put pressure on sending someone else Sears shows up and provides a diagnosis of what's wrong with the unit (same as above). A 2nd appointment is scheduled for Jan 22nd without a guarantee that problem will be fixed. This timeline is one month after initial problem has been detected. Company's call center is very difficult to deal with and impossible to get in touch with a manager. I've spent over 6 hours on the phone to fix this issue and have given up. Will have to buy a new unit out of pocket. Buyer beware!

4 years ago

Reply from American Home Shield

Hi Fred,
I hate to hear about your American Home Shield experience and the request to have the refrigerator repaired. I would be glad to speak with you and get the issue resolved.

Jan. 14th, 2020

star star_border star_border star_border star_border

Trevor Swift Moody, TX

We have used AHS for previous repairs and had no issue with the contractors or repairs. Now we have had a range top that caused literally a small explosion in our kitchen that fortunately did not destroy the home or kitchen. The technician who visited said the range top is non repairable. It's been a month and we cannot get an answer as to why a check has not been issued. It cannot be repaired and it is also a JennAir so it is at the top end of cost. I am very upset at how I get run around from customer service as to they need more time to process the request. No they need to honor the contract! I cant even get an email from AHS acknowledging that they are doing anything about this at all. Follow up: My wife probably spent 3 hours on the phone and over and hour of that on hold waiting for someone to answer the cue. She managed to get our situation resolved, but it was also in part a huge part thanks to the contractor who came out to service our range top. They literally were on the phone with AHS at the same time on the phone with my wife and my wife was on another line with AHS. Kingdom Appliance after submitting the spread sheet forms 3 times to AHS and personally calling AHS while on another line with my wife finally got a representative to send the request for replacement of a range top to go through. I have finally ordered a replacement which I will most likely have to modify my cabinet space for but at least we will have something. I'm hopeful that GE/Monogram series is of good quality for a replacement. No one should have to go through this kind of trouble or stress. Thank you again Kingdom Appliance for their beyond the extra mile customer service!!!

4 years ago

Reply from American Home Shield

Hi Trevor,
I hate to hear about your American Home Shield experience and the request to have several the cook top/range replaced. I would be glad to speak with you and get the issue resolved. Per your AHS account, the item was deemed for replacement on 01/08/2020 and a cash out was offered.

Jan. 9th, 2020

star star_border star_border star_border star_border

Roz South Holland, IL

Bad guidelines for emergencies, no call backs as promised, and contractors are closed on weekends. Even though their contractors have 24/7 emergency service, and they hire low grade contractors. Here is my long but short story: The local gas company detected gas leaking from my furnace. I requested service from AHS and the tech came out the next morning. Great! Right! However, he stated there was not a gas leak and left no paperwork with proof of diagnosis(he also stated that the gas company was just trying to get over - this left me baffled). As a result, I contacted the local gas company again and they came back and did another test and detected the gas leak again. I took a video of the test and sent it to the tech and still no response from the tech. AHS tried to contact him and they could not. Therefore, because of their guidelines of having to have more details from this tech -this put me in limbo and I could not get assigned another vendor. My question to AHS was why am I penalized because your tech has not submitted his report? I never got an answer just a repeat of their scripted rely. I explained to AHS that I have a valid report from the gas company that there is a gas leak coming from my furnace! Finally according to AHS, the tech put his report in and stated that he did not detect leak. I thought this was great, only to have AHS to tell me that they needed more details from the tech. After several calls I am now waiting to be approved for a new vendor. AHS calls my situation a expedited and emergency situation. However, I am without heat and not even a name of a vendor to come out and repair. I am disappointed that I have not received any returned phone calls, etc! I am beginning to understand that home warranties are not worth it. The purpose of this home warranty was to give my family piece of mind. However, I am disappointed to say that is not true. The representatives have a script that they read("I am personally taking care of this and will do my best to resolve this I understand you how are feeling") - this after a while becomes very condescending and an insult to my intelligence. A couple of times the representatives disconnected the call. I even did an online chat and the representative ended the chat without notice. Some of the representatives were very patient yet the scripted conversation was condescending. Finally I got a representative who told me you know you will not get any service until Monday - I respect that versus the run around and the promises to call back. I have not received any confirmation of service yet! Side Note: The contractor that came out have bad reviews! As a result, before my appointment was made with contractor I called back to see if I could request another contractor and they told me no. The complaints about this contractor included his connection to AHS and their poor guidelines in resolving issues. Therefore, I found other reviews for American Home Shield and all I can say is WOW at the negative reviews that report the same issues. Hopefully AHS will resolve my issue as we continue to have no heat and I can come back and right a positive review about how they resolved this issue.

4 years ago

Reply from American Home Shield

Hi Roz,
Your feedback about your American Home Shield experience and been thoroughly reviewed. We understand your concerns about the miscommunication and delay in service that has been experienced. I would be glad to speak with you and reach a possible resolution for the repairs that need to be completed.

Jan. 9th, 2020

star star_border star_border star_border star_border

Frustrating HVAC

My 19 year old water that American Home Shield (AHS) installed went out and they charged an extra $410 for upgrading the water heater to code in 2019. AHS first send the water size water heater then send right but called it an upgrade. Upgrading the pipes contacted to new was all I saw and it is now 2020 and water has not been inspected by the city yet. RUN AND HIDE IF YOU CAN THEY ARE CROOKS. I was customer since September 1996 and I left them, I got tired of having to call and talk to insufficient representatives who use a item on the contract that did not apply to my situation because they installed the water heater that needed replacement.

4 years ago

Reply from American Home Shield

Good morning,
Your patronage to American Home Shield for the past 19 years is more than appreciated. I hate to hear about the non covered cost associated to have the water heater repaired.

Jan. 9th, 2020

star star_border star_border star_border star_border

Kristine Serrano Arvada, CO

Finally received my reimbursement check for repair services after waiting 10 to 14 business days. The check was NOT VALID because it lacked both a routing number AND an account number. I was unable to deposit or cash it, even after presenting it to the issuing bank's (Chase) local branch. Incidentally, Chase seemed like they didn't care too much. I called and was disconnected twice after being put on hold the first two times--I pleaded with the 3rd rep to please not disconnect me and thankfully he did not. You will never receive a call back after being disconnected, so you have to always, always call back and start explaining your story anew to each new rep you speak with. I was told I could have the check reissued, but would have to wait another 10 to 14 business days before I received it. We'll see...given the other problems, it seems that it was intended to be an incomplete check. The check number did appear on the bottom line, just not the routing or account, the standard numbers which would be printed on the same line along with the check number. The check looks good in every other way, so don't be fooled.

4 years ago

Reply from American Home Shield

Hi Kristine,
Your concerns about the check are more than understood. I would be glad to continue to speak with you as we have been in contact through another social media platform.

Jan. 9th, 2020

star star_border star_border star_border star_border

melissa smith Los Angeles, CA

I am pretty sure AHS is a scam. I have tried to use my policy twice - once for plumbing and once for a heater that stopped venting. Both times it failed Paid $75 fee Their plumber - said it couldnt be unclogged, AHS does not cover $100 fee for additional independant plumber - simple routing job. PAID TWICE what i would have just not using their service. Paid $75 fee Their HVAC tech - says my heater is needing a replacement and is dangerous. AHS says they do not cover. Both items were tested and passed inspection at the time we purchased our home. We took out this policy to protect against things breaking in our first year. Things have broken but AHS is covering nothing. I wish i could cancel my policy and am regretting paying the fees to talk to their technicians

4 years ago

Reply from American Home Shield

Hi Melissa,

I hate to hear about your American Home Shield experience and the request to have several issues resolved. I would be glad to speak with you and get the issue resolved with the items you need repaired.

Jan. 8th, 2020

star star_border star_border star_border star_border

Kathleen Sloan Cincinnati, OH

We entered into agreement with American Home Shield in May of 2019. The first time we called to access the warranty service occured in the first week of November 2019. The repair man arrived and was unable to fix our problem of the home addition Furnace was not working. I ordered and purchased a igniter on line and replaced it myself before the AHS representative returned. The following week the other furnace went out. I was unable to secure another igniter due to the time span being short. I left the house 3 hours before the repairman arrived. Again, it was the igniter which was replaced. When I left the house there was no issue with the 9 -year old water heater. The repairman decided for some unknown reason to tamper with the water pressure drain valve. Everyone in this business knows if you tamper with this valve, due age it may not re-seat properly. When I left home, the water heater was fine. When I returned the water heater was leaking (running) water which flooded the lower section of the water heater and destroyed it. AHS wanted us to replace that unit at cost of $1,300.00 or return what we had paid for services and contracts to date ($581). To date we have not received the payment and was forced to have a local company, Recker & Boerger replace the damaged water heater at a cost of $1,049.00. We are currently waiting on the refund from S AHS which should be the entire cost of the Damaged Unit which was in pristine order prior to it being tampered with by the AHS representative.

4 years ago

Reply from American Home Shield

Hi Kathleen,
Your concerns regarding your most recent service experience are understood. I would be glad to speak with you and get the issue resolved.

Jan. 2nd, 2020

star star_border star_border star_border star_border

SJ Columbia, SC

I was originally a customer of HSA, and when American Home Shield bought HSA, the company practices changed for the worst. The most recent issue is that I requested for a toilet repair. It took 1 month and over 3 hours on the phone with AHS to have the toilet repaired. Not once did AHS apologize or admit to negligence. Instead, I was continually charged and had to continually follow up with AHS to have the issue resolved. As a company, they fail to be accountable for mistakes made by their outsourced customer service representatives. The retention department focuses more on collecting their fees without focusing on retention. Instead, they want to charge for canceling policies and not resolving customer issues. The worst company I have ever worked with.

4 years ago

Reply from American Home Shield

Hi SJ,
hate to hear about the delay in service that was experienced to have the toiler repaired. I would be glad to speak with you and discuss your experience.

Jan. 2nd, 2020

star star_border star_border star_border star_border

Surya Jersey City, NJ

The warranty company used to be fine until the calls started routing to some customer care in Philippines. I had an issue with washer leaking water and created a service request in June 2019. A part had to be ordered and until we made several calls, the part was not ordered. After the part was ordered, it took around 3 months to fix it to the washer. The mechanical company being used doesn't respond to the calls/voice message or text messages. AHS Philippines call center has no clue or control over the mechanical company and they just ask us to pay the service fees and request online. If the delay is on their side, I could not understand why I had to pay another service fees. The answer was they did visit and its been 60 days after the visit and hence I had to pay. I asked them for their employee number or some identification and I am told that there is nothing. On top of it, they don't log the information of the call. I insisted on getting the supervisor and some guy faked to be a supervisor and could not give any identification to refer them. This call center is a sham. Luckily after 4-5 attempts, I could catch hold of an US-based representative and she was able to send the technician in 2-3 days. But it didn't fix the issue and again the in-numerous number of calls and luck of hitting a US-based representative was frustrating to the core. Its been almost two months trying to catch hold of them and I am just being asked to pay the trade service fees again even though the issue was reported long back. The representatives are not logging the information correctly. And to my bad luck, every time I am hitting a call center guy in Philippines. There is no way to write to them and am seriously considering cancelling the subscription.

4 years ago

Reply from American Home Shield

Hi Surya,
I hate to hear about the delay in service that has been experienced to have the repair completed. I would be glad to speak with you and reach a resolution.

Jan. 2nd, 2020

star star_border star_border star_border star_border

Patricia Grosse Sheffield Lake, OH

Woke up Christmas morning with no heat in the main part of the house. I went to the breaker box and found a tripped breaker. I reset the breaker only for it to spark and my husband heard a popping sound coming from the baseboard heater. The breaker would not reset. Made a claim with AHS and got a confirmation of a contractor that same day. The contractor called and said they had no appointments until December 31, 2019. I called and cancelled that contractor and asked for another one. I was concerned that my house could catch fire. I talked to someone who reassured me that dispatch was looking for a contractor. I waited and called 2 more times. The same identical story that they were still looking for a contractor. I inquired from one of the home repair sites on the cost of the repair. I answered the phone and an electrician said that they were coming to look at my electricity. The electrician diagnosed the problem as a short circuit in the baseboard heater. The electrician called AHS with the claim and was told it was denied. I couldn't chance my family's safety so I paid for the repair out of pocket. The repair was electrical and was a covered under the warranty. There was a zero reason for the denial. I have been with this company for nearly 2 years. I have paid on time every month. I have no prior claims with this company whatsoever. The first true emergency and they gave me the round around and then denied my repair claim for no viable reason. Also, the electrician who did the repair was fantastic. He was reasonable, through and professional. My new heater is working well and my house is warm again! No thanks to AHS! I am at the point of searching for a new company or just setting up an emergency fund and putting the money in a savings account for any future repairs.

4 years ago

Reply from American Home Shield

Hi Patricia,
Your concerns regarding your most recent service experience are understood. I would be glad to speak with you and discuss the denial on the service claim.

Dec. 30th, 2019

American Home Shield Reviews