American Home Shield Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I am being charged 197.00 for a warranty that I did not use nor renew in December. I spent 6 months in the hospital, and they even asked me why I didn't call them about the warranty I didn't know I had on a house I no longer owned.......... from ICU? WHAT?!?! I started receiving calls in September asked them each time to cancel and they did not. I have spent probably 5 hours in the phone with them trying to cancel and it's impossible. Finally, I got it canceled and the representative said I owed 65.00. I was like fine send me the bill..... The bill arrives and it's almost 200.00 PLEASE USE ANYONE but AHS! This has been a nightmare. Their customer service does not care and is extremely inept.

Saturday, October 10, 2020, my hotwater tank started leaking water. I called American Home Shield to submit a service request. I was referred to a local contractor nd was told they couldn't service me until October 28th. That was unacceptable so I called American Home Shield back and was told they would reach out to another contractor. I told them it was an emergency, that the water tank was still leaking and I had to put a container underneath the tank to catch the water. Spoke to the second referred contractor, Monday, October 12th. I was told by a plumber that their dispatcher was out sick, he was sick also and knew nothing about dispatching. Call American Home Shield back, again. They called the contractor and was told they were closed for Columbus Day. Why would you refer me to a company that is closed. My tank is still leaking. I have 96 year old living in the house, a dish washer full of dishes, no hot water in site, I slipped and twisted my knee cleaning up the water, I have to dump the container of water every day and am now pissed! I have had this service for 10 years, never had problems in the past and now I have an emergency and I can't get service. I read another review that they contract their call center out to the Philippines. I have spoken to the same person for the last 4 days and each day she gives me a different name. I am so frustrated, and will be contacting my local news station's, customer relations team, the BBB and the Attorney Generals Office and anyone else that will listen. All I want is to have my tank replaced so I can get on with my life. I pay every month and in the 10years have not had to use the service that often, but it nice to know I had it, if I needed it. The women in the call center(working from home) kept saying I understand, no you don't because I'm still talking to you instead of a contractor. She kept saying she had to consult with her team, what team. When I spoke to her today, October 13, 10:30 am, she was going to talk to "her team" and I ask her to call me back, she politely said she would, 3 hours later still no call. I called back. I told her I needed service now. She claimed she was going to review her lists of contractors and someone would call me back within 24 hours with a contractor that could assist me with my service request. I would not as another review said give the a one star. Whoever is over the region that services Renton, Washington should be fired. I would not recommend American Home Shield to anyone, their service is horrible. Tank still leaking, 4 days without hot water , and counting.

The worst company I have ever felt with. Worst ethics I have ever experienced . I moved over from Choice warranty.. I was told American Home shield was better by their representative. I live in Florida and one of my ac units was in need of repair. I contacted AHS and they explained the procedure to send the techs out. Well techs came and left. I got an email from AHS that they had approved only part of work that needed to be done to call company to discuss. I called spoke to Suzy and she explained she’d call techs to approve work.. I didn’t hear from them for a week so I started to call. 6 calls later and today I was told NONE of the work was approved. I explained that it had been but the customer service rep insisted that NO it was not... DONT WASTE YOUR MONEY OR TIME WITH THIS COMPANY. They have hired a company in the Philippines as call center and they politely tell you SORRY MAM over and over. Worse company ever. Do not recommend to anyone .. btw this took almost ONE MONTH. I kept being told they had contacted the techs to wait for them to call me. Disgusting! I’m so frustrated

Don't waste your time and money! That’s what I’m telling everyone I know concerning American Home Shield! What little good we received through AHS was completely overshadowed by how they handled our last service request. Our HVAC system wasn't cooling like it should so we put in a service request and also requested the contractor whom we are familiar with and know that the work will be done professionally and to the highest standard. This contractor had previously performed a service request we submitted for some plumbing issues and had done exceptionally well. We made this service request on 8/13/20. The company called within 1 to 2 days sent out a technician and he did a thorough inspection of our entire system. He disassembled portions of both the inside and outside units. He diagnosed that both our coil and our outside unit compressor was leaking and both units needed replacement and our ducting needed some work. We heard nothing from AHS till the beginning of September! That was when I called AHS to check on the status of our request (9/3/20). I was informed that a second opinion would be required and that another contractor was assigned. Asked who it was and when they said, I told them that I was familiar with this contractor and that the service and work of this company was not good and did not want them touching anything in my house. After a lengthy conversation, the agent informed me that my concerns had been noted and that in the end whatever was approved the first contractor would do the work. That afternoon while I was on my way out 2 technicians from the second contractor knock on my door. No call, just showed up! I went ahead and let them in to check out the HVAC. They pulled a panel off to inspect the coil and then one went out to check the outside unit. He did nothing more than connect to it to check the coolant. They said that it was good. I told them that the first tech had gone ahead and filled it while he was here. Well, they said maybe they should check again. This time I videoed them from a window. All they did for 3 minutes was stand around the unit chatting and looking down inside, shook a line that went into the house then came back inside. One made the comment that the dogs had peed on it and I said male dogs pee on everything. Fast forward to 9/22. Had not heard anything from AHS. I called again to check the status and was informed that it had been denied due to “pest damage”. After much frustration, I asked why they were going with the second opinion instead of the first and how did they know that what they said about the damage was accurate. I informed the agent that I had videoed the techs and that they had not removed anything but had just stood and talked. I also said I would be happy to send them the video showing as much. The agent could not give me a real answer so I asked to speak to someone who could. I was informed that those people don’t speak to customers only this front office group does. I said, “Well I guess were done here!” I then made contact with the first company and they in turn said that they had received notice from AHS that they were awaiting pictures from the second company. I told them that I had taken a video and they had not taken any pictures when they were here and that they had not even checked any of the ducting. This company then contacted AHS and informed them that no pictures were taken and that the second company had not even checked the ducting but had noted it was all good on their “diagnosis”. They were told that in spite of all these issues and after all this first company told them, they were going with the second opinion company and it was denied. When question why they were going with the second opinion over the first, they got no answer. This all took till 10/8/20! I’ve even tried calling twice in the last 24hrs. to cancel and have not been called back! Do yourself a favor…go with someone else.

BEWARE! AHS has great sales team. They answered their calls within 30 seconds and made unbelievable promises. However, if you have a problem the customer service wait time is 45 minutes to an hour. They will dance around the problem and denied your claims at the end. My sink clogged due to improper installation of the garbage disposal which I didn't know. They said it is not covered, but it is.... Here is their contract "CONSUMER HOME WARRANTY Certain items and events are not covered by this contract. Please refer to the exclusions, restrictions, and limitations in boldfaced type in this document. A. COVERAGE OVERVIEW 1. Coverage includes only the items stated as covered, excluding all others and is subject to the limitations, exclusions and provisions stated in this contract. For your specific coverage and selections see your Contract Agreement pages, which are incorporated into this contract by reference. Please read your contract carefully. 2. Coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B). Coverage under this contract also includes malfunctions of covered items which occur during the contract term resulting from the following situations prior to and during the contract term: a. Insufficient maintenance, rust, corrosion, or sediment; b. Improper installations, repairs, or modifications; c. Mismatched systems where the indoor and outdoor units I have been very patient with them. I gave them 3 months to resolve this, and AHS refused to resolve it. When I cancelled, they charged me cancellation fee. I paid so I can't get them out of my live. DO NOT SIGN UP with AHS.

I called July 22 for service for my dishwasher. They sent Sears and said parts had to be ordered. It is October 6, 2020 and still no dishwasher working, no one has called or come back. I keep calling India, I thought I was calling American Home Shield. They say they are working for American Home Shield. They are reading a very nice note to make you feel better. Four of the associates I have spoken with keep telling me that they will call Sears, the vendor, and will call me back. I have not received any calls. Today I kept asking for a manager, after 45 minutes of holding with excuses, Mr. Justin said that Ms. Krina, the manager would call me back after he hangs up. Five hours later still waiting.

They are worthless in an emergency. A water pipe broke in our house which we noticed immediately. As our bedroom was filling with water, we waited on the phone 40 minutes to speak to someone. They put in an expedited order. An hour later we received a call from a plumber who said their next available appointment was in two weeks! As were scrambling to remove files, boxes, furniture and electronics and call the county to have the water shut off, we finally got authorization to call an independent plumber. We were specifically told that the plumber must call in the order to dispatch BEFORE they started work. After TWO calls to dispatch -the first being 30 minutes and the dispatcher HUNG UP on the plumber, the second lasting over an hour going round and round asking the same questions, we were finally told that the plumber was supposed to do the work FIRST and call in the estimate. Are you kidding??? This cost $449 just in phone call time while water was spreading through our house. The plumber had to then work in the dark. The nightmare continues since when he called the dispatch back, they were closed.

Not enjoying literally 2 to 3 hour hold times to get help on phone with existing issues Not enjoying they delivered an oven but failed to take into account no one INSTALLED it Back to on hold for again 2 hours Not enjoying they sent incompetent service repair people , took three visits to get one professional not drugged out person to fix my fridge Same thing happened with Fridge literally took three different service providers to problem solve How do they vet these repair people! Plumber came out twice did not fix problem I eventually you tubed it and replaced a flapper yet plumbers could not figure it out

It has been a new experience to have very professional help. Thank you for your assistance and the kindness of the women and men working at your side...vale...MM

I have had horrible service expereince with American Home Shield (AHS). They do a very good job of taking your money, but do a horrible job of providing any service. I have been a client for three years. During that time I have had to replace the coolant in my AC unit each year. This typically cost around $400, which includes a $100 fee to AHS for initiating a service request and about $300 in coolant costs, as AHS will only cover $10 per pound of coolant. This year I had to replace coolant 3 times, in March, then in July and then in August. Each time the technician stated that the evaporating coil needed to be replaced. From 8/24 to 9/14 the unit performed poorly and on 9/14 it stopped cooling period. It is now 9/22 with little to no action from AHS or their low cost vendor (AAA All Brands Appliances, LLC of Ave Maria, FL). There has been plenty of action on my part with over 10 phone calls to each. AHS answers the phone and says they understand, appreciate my concern, etc. but nothing gets fixed. AAA does not answer the phone. I call, sit on hold for 3 minutes, time out recall, etc. This typically takes 3 calls to get some one to talk to. Turns out they have one person answering their calls, Mary. AAA did tell me that their agreement with AHS was that they respond to service requests within 24 business hours (3 days). AHS tells me they must respond within 24 consecutive hours. AAA says they must act on the request within 72 business hours (9 days). AHS says 72 consecutive hours. After three days an AAA tech did come to the house and confirmed a new coil was required. The technician 2 days to send a service report to AHS, and AHS did not follow-up until I called. I was then told the technician would order the part and let me know when to expect installation. After three days I called AHS. Not follow-up was done on their part until I called. AHS then called me back and said the part was on backorder and it would be another 7 – 10 days before the part was received, but they would not / could not tell me when installation would occur. AHS was not willing to make any attempt to find another vendor or find another source for the part. I asked to speak with the supervisor and was told I could not. I live in Florida. From 8/24 – 9/22 daytime temps have been ≤ 900. I have not had AC during that entire. Daytime temps are now down to 850 to 900 and I will not have AC for at least 10 more days. Horrible horrible service!!

I have been a customer for American Home Shield for 13 years and I have paid the company over $9,000. I have called the company for repair of fan, refrigerator (2), stove, and A/C unit 3 times over the last 13 years. As of 8.30.2020, I called to have my condenser and coils repaired. The A/C had been with the home since being built in 2002. I called about problems with the A/C in May and June of 2020 and the contractor stated the a/c needed to be replaced but he would not request a replacement because AHS would not pay enough to replace it. The A/C condenser finally went out at 8.30.2020. and today as of 9.22.2020 it is still not repaired. I called on 8.30.20 and was told it would be about a week to replace the part due to my health issues (diabetic and hypertension) and having a minor child in the home. I called again on 9.08.2020 no part was ordered but was told I would be contacted with updates. Called again on 9.12.2020 the part was ordered and waiting for the provider to pick up. Called again on 9.16.20 talked to the service provider the part was ordered through a company that did not EVEN have a contract with AHS. Called AHS they stated they would contact me with a follow-up. I asked to speak to a supervisor(realize if you go with this company YOU WILL NEVER speak to someone in the states). The supervisor never called or contacted me. Called again on 9.21.2020 no part ordered yet waiting for the purchasing department and no supervisor can talk to you. This company has not honored the agreement but has taken over $9,000 from me over 13 years and as of today took the payment for the contract out of my bank account. The temperature in Texas has hit three digits over the last three weeks and I was told it MAY be another week before I hear anything back about the replacement. If you can find another company or save the money for your own repairs DO SO. Do not go with this company, they do not honor their agreements or appreciate their customer's loyalty. I have yet to receive an update or apology from the company about the situation, but yet they want you to pay the $75.00 service fee before they provide the service. Tell all your friends RUN from this company if you are in Texas. They will take your money over the years but not respect you enough to even contact you.

What happened to AHS?! What happened to AHS?!! We have been waiting for MONTHS to have an AC replaced, an oven replaced, and a cook top repaired! We spoken with multiple agents and EVERY time I speak with them, they inform us we need to speak to purchasing. PURCHASING NEVER ANSWERS and we are on hold for HOURS!!! I asked the customer service agent if I can speak to someone at a complaints department or a person in charge and the agent said, "there is nobody who I can transfer you to." She said she would stay on the line with me until she got a hold of purchasing. She checked back with me twice while on hold with purchasing, then she never got back on the line. I have currently been on hold for 53 minutes. All we want is for someone to tell us what is going on with our service requests!! This is absolutely disgraceful!!

I am unable to rate AHS lower than 1 star for 2 reasons: 1)The scale doesn't go lower and 2)They have a slick campaign and spend lots of time with false positive reports apparently propping up their ratings. STAY AWAY, I cant emphasize enough. This company is a scam and should get 5 stars for running the best scam They find loop holes to deny, falsify responses and generally send the lowest ranked and cheapest contractors out who in turn bad mouth them but are held ransom by AHS decisions. Some examples. Leaking pipe that I ultimately had a reputable plumber fix for $300 cost me over $3000 in repairs from the original for tearing up walls and not fixing and no restitution from AHS. Replacing water heater cost me more to get no name brand then neighbors out of pocket name brand. Pool plumbing never fixed but charged service fees. The service fee you cant get out of obviously so they can fail to fix but still charge extra on top of monthly. Lastly once you are fed up and choose to cancel the contract they charge a fee to cancel. STAY FAR AWAY. There are other options and some of them have much better reputations from the service people themselves as well as real customers.

Absolute scam of a company. Completely unprofessional, and solely aimed at making it difficult to actually get a competent repair performed. Had 2 appliances "repaired" right before I got deployed overseas (I'm active duty military), and returned home to find that after a few uses they were both right back to where they were before the supposed repair. But of course because it had been more than 30 days they would only set up follow-up repair service if I paid the $75 service fee for each, again. This on top of the $575 initial fee. This company is a disgrace. Do yourself a favor and don't even consider them.

I would put 0 stars if I could. I just bought a house and found out my AC unit is too small to completely cool down the house. I've been using a window unit since I moved in a few weeks ago. I paid $75 for a service fee and when someone came out they said since it technically isn't broken, they won't do anything. The tech they sent, plus one I used before, both said we needed a 3 ton unit and the 2.5 was too small for the house. I've called AHS multiple times and get different answers each time. The last time I spoke with them, they said they couldn't make the unit bigger due to restrictions on my warranty but they could upgrade. To which my response was, "Fine, at least do that." I called them back today for an update and now they say they can't even do that. I asked to speak to a manager and she continued to say that wasn't covered. Living in Texas, summers get to 115 degrees out here so I need a working AC unit for my house. This is ridiculous. Why have a warranty company if they won't fix something that isn't working properly? Safe to say, won't be using them again.

Hot water heater went out. I live in large city. Closest plumbing contractor is 40 miles away. Took 6 days for them to come out just to 'assess' the problem. Then AHS tells me I will have to pay another $630.00 on TOP of my deductable! I HAVE to buy their accessory parts. ($100.00 for a $36.00 flex gas line...etc..) Parts came in, now have to wait another 6 days to install. No hot water for 12 days. Same issue when A/C went out during 10 consecutive 100+ degree days. Took AHS 5 days to repair A/C. Cancelling contract with AHS when up. There HAS to be a better, more efficient company!

I'm posting this AGAIN, as the original review got posted to the work company. Wish I could give negative stars. Save your money and do not buy one of these policies from AHS. I had an electrical wiring problem inside my home; so I need an electrician. First, if you do this online, they want your $100 payment before you even know if or when they can schedule an appointment. So I try to call. It's a 45 minute hold time on the phone. After about 5 minutes, it finally asked if I would like to be called back. I said 'yes'. two and half hours someone calls back. (out source call service in some other country) Still wants my credit card, before she'll schedule an electrician. I reluctantly give it. Then she says we have no electrician that can service your area. (WT?). She leaves me with no options. I call the service again. It's a hours and 20 minute wait. I say 'yes' to call ne back. At this point I want my $790 back. Six hours later a representative calls back. He insists he'll get me an electrician. Someone should call back in the next four hours. They don't. At 7:40am the next day, I get a text message saying they assigned an electrician, but I have to call them to make the appointment. (what am I paying these people for???) I call twice in a three hour period. It rolls to voice mail. I send an email. The electrician calls six hours later, says he can't come out until 'some time' next week. I'm already three days without electricity in a part of my house. This guy is saying it will be over a week. I could worn a blind fold and picked someone from the yellow pages and done better than this. I can AHS AGAIN and AGAIN - waiting time is 45 minutes. Two hours later someone calls me back. I tell her everything above, she says she'll escalate and find me another electrician. 40 MINUTES ONHOLD, I'm disconnected. No one calls back. These people are the worst of the worst. At this point, I say they're so-called service is nothing more than a scam. UPDATE - After six days, they finally conceded and canceled the policy, BUT they're only refunding $530++ of the $790 I spent. $65 for 'administrative fees' just to get any refund at all.

Over 2 wks: 2 out of 5 appointments the technician was a no show. During the last of those no-shows the tech reported that he arrived, that our AC needed follow up, even ordered a part, but the tech never arrived and never looked at the AC unit. The 3 times a technician did arrive he spent no more than 10 minutes on a call. I spent a total of 4 hrs and 15 minutes on the phone with AHS most of which was sitting on hold. The rest was being given false promises of refunds and call backs that I never received. Insurance is supposed to give you peace of mind and save you money. Having an AHS policy does not provide either.

I have had the warranty for about 10 years now and it has been a nice experience. When I call to request a service repair, within a few days they have someone out to check it.

We have been very please from AHS' quick response to our service calls, for assigning qualified local service companies to do the repair jobs and for the value of the policy.

My fridge stop cooling the freezer still works. Filed a claim on 6/17/2020 they sent out a company that I’ve never heard of he was here less then 5 min and said he didn’t have the part that he had to order it that it could be a week. A week or so later I received call from Home Shield telling new the part was on back order and should be in on 7/28/2020. Never heard anything more from them. Every time I try and call the hold time is up to 2 hours at times and when they do finally answer you can hardly understand them they are from another country. I checked my account online on 8/24/2020 and it said my appliance was replaced which is a lie. I tried calling again spent another almost 2 hours on hold to find out what’s going on the lady had no clue what time zone she was even in. I also gave up and made an appointment for Sears Repair to come out and they came out on 8/26/2020 they actually ordered the parts. On 8/26/2020 I checked my Home Shield account again and it now said a cash offer was offered to me that they couldn’t fix it. On 8/27/2020 I called again to find out what this cash offer was all about the guy I was speaking with you could hear chickens in the background and I questioned what I heard and he said he was so sorry for the chickens he wasn’t from the USA. I was transferred to someone else for another 2 hours for them to tell me I have 2 options and that they valued my fridge around $1700 and the options are a Home Depot ECard in the $1700 dollars or go out and buy one and send the receipts to them and get reimbursed by them. You only have 10 days to decide and which ever one you decide on is final you can’t change your mind. I chose the Home Depot ECard through the email I received from them and never heard another word or anything from Home Shield and that offer is expiring tomorrow 9/4/2020. I have been on hold for almost 2 1/2 hours so far and j just wanted to find out if my choice went through. Btw I’m having Sears fix the fridge and we signed up with similar insurance through Sears so I will be canceling this joke of a company if you can find anywhere online to even do that. The communication is terrible with Home Shield I’m not impressed at all worst company ever. Don’t sign up for them

The rating for plumbing should be a zero! I have had an open repair order for a replacement for a Delta bathtub faucet with a shower diverter that has been open since July 18, 2020 with no success from contacting Wiese Plumbing or American Home Shield. It has been six weeks of having to call, rant, constantly getting the runaround, and still no answers from the assigned plumber or AHS regarding resolving this problem. I finally researched where the original faucet set was purchased at Home Depot. They have discontinued it due to the poor quality of the product. My next step is to contact Delta to see if they actually still make a replacement for this shotty product. I would like a Qualified plumber to buy a different brand (Moen or Price Fisher) in a brushed nickel to replace this broken faucet. I do not want a Delta faucet to replace it! If I this this issue is not resolved by Friday, September 11, 2020, I am planning on calling a local plumbing company that I have used for years before purchasing AHS warranty to replace the defective bathtub faucet, and send the bill to AHS for reimbursement for their services and the cost of the replacement part. I would like my service fee For this call be refunded, and a discount on my next years premium with AHS. I also want Wiese Plumbing removed from any future service calls to my home. I will also be filling a complaint with the BBB re: Wiese Plumbing and their lack of timely service and poor customer service. Sincerely, Mary Christoff A Very Unhappy and Dissatisfied AHS Customer

Horrible interaction with each agent we had. We were set up with a vendor that was out of range and not on the vendor list, when there’s one within range and was use the previous year. 2 weeks hours on the phone with no air conditioning in 100 plus degree weather, since each agent insisted on using a vendor that’s not on the list anymore. Had to call at 5:30 am to get an agent within 30 minutes of calling instead of hours, to have to fight with her to listen. She and another agents insist we do their job and call vendors directly to set up appointments. If it wasn’t for the vendor that ended up doing the job and their professionalism we would have cancelled our warranty and went somewhere else. My husband and I own a franchise of Merry Maids and we know Service Master has AHS under the same umbrella and the standards we have to go by our high so I assume AHS is as well. This was below standard service we received. Very disappointed.

I would give zero stars if I could. They dont cover what is in your contract, then when you try to speak to a Supervisor they ALWAYS say they are not available but tell you a Supervisor will call you back but that never happens, then they try to double charge you on service calls you already paid for and they let you know this by e - mail that you can not respond back to because it's one of the no reply e mails so you are forced to call them at their overseas call center and wait on hold for 2 hrs. On average and then when you get through they will not answer your question out right then they hang up on you. When you ask them for their legal representatives point of contact so you can have your attorney contact them they out right deny that to you. I will never ever ever use this fraudulent company again. Oh and did I mention their website has no other number you can call but their overseas call center and they conveniently have a no class action lawsuit clause in your contract only small claims court which they give you no information when requested so you can give it to your attorney to make case for small claims court. Do yourself a favor and look at all the scams they have pulled on people on youtube.

Insane!!! I am on the phone for two weeks now waiting to have the AC company to do the AC job. I have call American Home Shield, and it takes hours of waiting on the phone, until someone from India, Philipines, Trinidad Tobago answer and once you get them on the phone, you do not understand what they are saying. I am on the phone right now, and still waiting for someone to assist me. I am senior citizen with diabetis, and without AC going on 8 days, temperature inside my house is 90 degrees, and outside 110. But no one cares. When you ask for a supervisor, it's like asking to talk to God, no one ever calls you, or reply to the emails. I am very unhappy with the customer service this company provides. I can not wait to cancel my membership. DO NOT SIGN UP WITH THIS COMPANY.

Horrible. The seller of the condo which I purchased paid for a policy with AHS. The Hot water heater started leaking several weeks after my purchase of the condo. I was charged for a tech to come out and inspect and the inspector said it had been leaking way before I purchased the condo which wasn't true. I happened to take a photo of the size of the hot water heater to record it when doing my walk through. In the photo it proved it was not leaking and also had a glimpse of my real estate agent and friend who both stated there were no leaks and the pan of the heater was dry before I purchased the condo. Even with this proof AHS refused to pay the claim. I contacted The BBB and they made AHS answer the complaint and long story short AHS finally paid me $150 less than what the hot water heater cost me so after winning my case I still ended up short.

I don't like that you can't get someone on the phone? I waited on the phone for over an hour before speaking to an agent. The agent then hung up on me because he did not want to find an AC contractor that could come to service my AC that evening. The phone staff must be understaffed. Today, 26 August 2020, I've been on hold for over 2 hours, as I wait for a customer service representative. There is no way to leave a message on their site. Clicking on their Contact us link simply shows their Phone number. Yes the one I am waiting on for over 2 hours now. I've called four or five times for AC service. They are happy to charge, but my AC is still not fixed. Currently, our AC is out. I ask where can I leave a review on their site. I am told someone will call me. No one from AHS calls me to share where I can leave a negative review. It is a shame that my ability to reach them, even when I pay monthly, is agonizing. They are not customer oriented. Let's face it... they simply want our money.

Generally the customer service with directly interacting with American Home Shield is extremely poor and time consuming. Most of the time it takes 10 days to get a contractor and this never meets my needs. My most recent one was fast but I consider this an anomaly with the long history I have with American Home Shield. At this time I would really not recommend them until they get more contractors on board who can service you much quicker

On the very first call, I paid $75 and the contractor looked at it and said he would provide us an estimate, which he did not do. Then, the company said that the problem was pre-existing before the policy was purchased. That wasn't true. The air conditioner was working until the day before I contacted American Home Shield. I cancelled my policy. The nice operator said that I should keep it for "other things" in the house that are covered. I said, "Sorry, but I don't trust this company anymore. I am not going to keep paying $75 to have someone come out and then the company says it's not covered.",

Unfortunately, this company is living on their past reputation. I have been with AHS for many, many years and always received fairly good customer service. That was in the past. Their customer service now are people who don’t speak good English and are very hard to understand, that is if you wait on hold long enough to finally speak to an agent. The vendors they use are substandard and get less than 3 star reviews on YELP. They are scammers, charging the customer for “uncovered” and “unnecessary” repairs so that they can “double-dip”. I called in because my water heater stated leaking. Since we have no hot water, this should be an “expedited” repair. The first company assigned to me was not available for an initial visit for 5 days, so I called AHS back and after more than 2 hours, I was assigned a second company that could come out within 24 hours. The technician arrived, looked at my water heater and told me it would need to be replaced. He said it would take a day to get authorization for replacement from AHS. I received an email from AHS advising me to call to authorize “non-covered” repairs and was told I needed to pay $455 for needed “modifications”. The original technician simply told us everything would be covered and they would replace our water heater with a new one. Now they are asking me to pay for modifications which are not covered under my warranty. I read the YELP reviews on this company and they are total scam artists charging every customer extra repairs which are unnecessary and uncovered. Which I tried to speak to a supervisor about my concerns I was told it would be a 4 hour wait to speak to someone. I said fine I will wait the 4 hours, and then I was told there was no one available for me to speak to. Such poor customer service from this company. They use the worst subcontractors and have no customer service. Very disappointed with AHS.

If you are cool with your ac unit breaking and having them send a (poorly reviewed) company to diagnosis the problem many days later (beyond the promised 48hrs), and then waiting an undetermined amount for them to figure out how to fix, order parts, etc this is way to go! But if you have little kids and actually need your home to be under 90 degrees then perhaps this is a giant waste of money at best and incredibly dangerous for your family. Also, definitely need to love the phone- spent a good 20hrs on hold across our 4 or 5 attempts to reach them. When reading ALL the angry feedback, this is the norm. All funnies aside, dangerous business practices- never experienced such an inept company in all my life.