American Home Shield: Read 34,915 User Reviews From Real Homeowners

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Ed G Sanford, FL

Easy to start a claim. All claims have been rectified to my complete satisfaction. I had another warranty company before AHS and they were awful. Fought every claim. Not AHS.

6 years ago

Reply from American Home Shield

Hi Ed,
I am pleased to hear about the excellent service you have received. I hope you continue to enjoy!

Jul. 28th, 2020

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Donna Lake Havasu City, AZ

I bought 3 policies last year. I have never filed for service. Not once on all three policy’s This year I receive my new statement for the next year. All three policies jumped an average of 67% each. I called to ask why they raised the rates to much. They read a pre made statement to me stating such things as a raise in repair costs, more people requesting service. Our economy has not suffered in the last year. This was such a lame excuse. 67% really. I asked for a supervisor and craziest thing there was no supervisor anywhere to be found. Talk about BS. BE AWARE of a good deal. It will last one year then they give it to you but good. Talk about shady dealings and bad business. They get you in the door then raise your rates the next year. Not a very honest company. I wonder what else they hide behind when it comes to the actual policy. Will they really cover your things or have a back door in small writing hiding. Are you really covered. I don’t know. I’ve never needed the services. Makes you wonder. My fees went from $42.91 to $71.92 a month

6 years ago

Reply from American Home Shield

Hi Donna,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 20th, 2020

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Jorge Alvarado Sacramento, CA

I filed a claim with American Home Shield (AHS) on June 21, 2020. I had a leaking water heater and my tenant called a plumber who came out and said that the water regulator was bad and needed to be replaced. The water regulator was making the water pressure too high in the house which was causing the leak on the water heater. I told my tenant that I would call my home warranty. I filed a claim and the next day a plumber came out. I called that plumber and told him what the previous plumber had said. He inspected the issues and agreed with the first plumber. He told me that he would have to call my home warranty for approval. Later that day I received a call from AHS letting me know that my claim had been denied. They told me that high water pressure was not covered. I told the rep that I had reviewed my contract and that it specifically stated water regulators. I told the rep that water regulators regulate the pressure of the water. He said he would have to call the technician (plumber) for more information. FOUR weeks later, here I am...calling every other day, waiting up to an hour and a half to speak to a AHS rep who keep telling me that my claim has been denied. After arguing with them and asking them to read ALL the notes they tell me they haven't been able to get a hold of the plumber and that they've left him messages. They tell me that they'll send a message to contract relations about this plumber and that they've escalated my claim. This, I have learned, means absolutely NOTHING! The water heater continues to leak causing secondary damage. I've tried communicating with them via instant messenger and get the exact same response. "I've left the technician a message, have sent our contract relations a message and we'll get back to you within 24-48 hours." I feel as if I'm at their mercy. I've already paid my service call fee of $100 and my monthly installment payment and they really don't care. Today I waited 1.5 hours and spoke to "John." He put me on hold and then the line mysteriously disconnected. I called back and spoke to "Elijah" who put me oh hold and came back and said that she had spoken to the technician who said he couldn't talk to her right now and hung up on her. She said she would call him again later. Today I had to hire a plumber who came out and replaced the regulator and fixed the water heater. I had no choice...IT'S BEEN FOUR WEEKS!!!! I told Elijah that I needed to hire a plumber and she advised against it saying that they wouldn't cover it if it's through an unapproved vendor. I asked her how long should I wait for AHS to do something? Another month? Two months? How long? She apologized and said her hands were tied. In addition to this post, I am contacting the California Department of Insurance (CDI)---I happen to be a fraud investigator for the CDI, the Department of Real Estate to file an advisory on home warranty plan and other social media platforms. THIS COMPANY IS THE WORST!!!!!!

6 years ago

Reply from American Home Shield

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

Jul. 21st, 2020

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Thomas J Laninga Bellflower, CA

I went to Bestco and was advised that American Home Shield would resolve the issue immediately. I provided all of the details including filing a demand letter to AHS Alternative Dispute Resolution. Since then, I received a call from one of their customer service advisors that advised he had to check phone records. It's been three weeks and there has been no additional contacts from AHS. It appears that Bestco only publishes the first response and follow up is not public. This makes them look like AHS is trying to resolve issues only as long as the information is public. They charged the deductible of $100.00 but never even returned that.

6 years ago Edited September 14, 2021

Reply from American Home Shield

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

Jul. 21st, 2020

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Brenda Ernest Lithonia, GA

I see a response to my review. Never received a call to address the issue. Is this the strategy of beating a customer too the ground. Is this what AHS represents in this callous time. Is this the appreciation for continuing to provide services in this country. Again, I have yet to receive a call to discuss this matter. How can any Attorney Generals Office allow such a practice in this state. The National Consumer Leagues Fraud Division, The Consumer Financial Protection Bureau, State Consumer Protection Agency, and local newspaper, radio and television stations. The State of Georgia should not allow American Home Shield to serve the State of Georgia. This is call deceptive business practices. Brian T-Chief Financial Officer for AHS. This practice has a smell of slum land lording. Rex T, affiliation should have questionable reasons.

6 years ago

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Brenda Ernest Conyers, GA

I have a contract with American Home Shield for the past 3 years, I have had very little problem with my appliances in needing repairs. I called American Home Shield on June 29th, my air conditioner stop working. I received a company here in the metro area expecting an appointment on July 1, 2020. The company Circa ( located in Alpharetta, GA). the company was scheduled and never showed or call. I called the company on July, 2 and was told a technician would come on July 3, 2020. Again, no show or call. I reached out to AHS and received the worse customer service in my life. The company had no empathy or concern that my family had been in a house with temperature over 90 degrees. AHS rescheduled a company for July 8th, it was complete and diagnostic done. AHS, agreed to the equipment and I, agreed to pay for the Freon. AHS, never gave the company the true authorization. The company All American Services provided a diagnostic. This is an attempt that has become a real nightmare. Today, I am still without air. This is a terrible company. I would never recommend this company. I would be a spoke person for

6 years ago

Reply from American Home Shield

Hi Brenda,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 15th, 2020

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Frank Gilroy, CA

I wouldn't use this company for anything and here's why... I purchased a home and part of the negotiations between seller and buyer was an American Home Shield (AHS) warranty. Three weeks into our new home we experience toilets got backed up with raw sewage coming up through the shower drain... alas I call AHS. I've called several times and each time I've had to wait between 40 to 60 minutes for someone to actually answer the phone! They quickly took another $75 for a service fee to have them contact a contractor for repairs..... No returned phone calls and no one shows up to fix my plumbing. After four days I call again... this time I've received authorization to find my own licensed and insured plumber. I schedule an appointment for Saturday ( it's now over a week since the problem arose) The plumber comes out and tells me it's $200 to snake the plumbing system but here's the AHS tricky part, you need to have them review and approve the quote first. So... I'm with the plumber for three hours trying to get through there customer service for an approval.... after waiting "on hold" three times for a hour each time I get hung up on! Okay - so the plumbers at my house and I pay outta pocket $200 to have my plumbing fixed. The next day and after waiting another full hour for someone to answer the phone the tell me I voided the authorization because I paid outta pocket before AHS could review. Okay.. well how about at least repaying my $75 service fee because I did everything myself!!! Again --no return of my service fee -- and they didn't do anything! I got screwed and so will you if you use this company. Frank

6 years ago

Reply from American Home Shield

Hi Frank,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 15th, 2020

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cburr Hobbs, NM

This company was willing to let me go without AC when the weather forecast was for 100+ degrees. They told me there were no contractors in my town. then they assigned me a contractor over 2 hours away. The contractor failed to show up when he said he would and then was rude when I called. He told me he was not coming and it would be the next day. I called American Home Shield and told them I had this experience with the contractor and I had also found someone that had a contract with them that could be at my house to fix my AC. They refused to let him come and fix it. They also reused to tell me the reason why he was not contracted to come ion the first place.

6 years ago

Reply from American Home Shield

Hi C Burr,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 14th, 2020

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Flora Fard Placentia, CA

They don't check quality and reviews of the contractors. They have some horrible and dishonest contractors. It is very difficult to get your money back due to thier mistake of overcharging you even if they agree. They should post the service charge once contractor makes appt. However I was charged immediately. I canceled the service request within 2 hours of making it. One hour was due to waiting on the phone. They process my re-found on Jun 27th. I was told it takes 3 to 5 days. I called after 5 days, I was promised in 24 to 48 hours they will re-found my card. After 3 days nothing yet. I dispute my account and thinking of cancelling AHS. Since I don't trust them, I will change my credit card as well. Waiting on the phone is horrible. I value my time. I don't suggest them.

6 years ago

Reply from American Home Shield

Hi Flora,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 13th, 2020

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Craig Allen Atlanta, GA

The service provider that AHS assigned to us did a fine job, but I am not totally satisfied with the items AHS covered on our a/c repairs. We still had to pay $1050 to repair a 3 year old air conditioner.

6 years ago

Reply from American Home Shield

Hi Craig,
Your feedback is more than appreciated!

Jul. 14th, 2020

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Christopher Roberts Phoenix, AZ

Had our mini split A/C diagnosed May 8th by the appointed contractor. The tech said they will submit results and takes 6-8 days to get a control board. Waited two weeks and called the contractor. They said the diagnosis was approved but not the repair? Checked my policy, we have the 3X3 coverage . I called AHS a week later and the customer service rep said he would email the Authorization Dept and get them in touch with me. Waited two more weeks, called the contractor and they hadn’t heard a word from AHS. So I called again today ( keep in mind you will be listening to hold music for well over an hour) and spoke to someone with a strong India accent. He gave me the same excuses and story they previously gave me. He assured me that he ESCALATED his email to the Authorities. They will make decision and call me back. Total time on the phone today, one hour and 52 minutes. Haven’t heard a word from the Authorization Dept either. Zero calls back. My contractor will not call AHS because their receptionist would be tied up on the phone for well over an hour. Bottom line is the worst customer service I have ever had. A/C broken for two months now and Sunday the 12th it will be 116 in Phoenix.

6 years ago

Reply from American Home Shield

Hi Christopher,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 10th, 2020

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Alan Speed

Quick acting. Caring about my problem. They were on top of everything. They receive the best in those who repair. They were truly a peace of mind for me.

6 years ago

Reply from American Home Shield

Hi Alan,
Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.

Jul. 8th, 2020

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Matasha Phillips

Customer Service can be improved upon. I had a hard time understanding a non English speaking representative. She was very polite but her lack of knowledge was soon in her choice of words used to assist me. I found it very difficult to understand her and follow her reasoning.

6 years ago

Reply from American Home Shield

Hi Matasha,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 8th, 2020

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Bruce

Covers most things I can imagine. Quick to take action favorable to me -- $ for a refrigerator because parts for the ice door delivery system not available.

6 years ago

Reply from American Home Shield

Good morning Bruce,
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!

Jul. 8th, 2020

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TN

I experience a breakdown and they was right on top of it 100%

6 years ago Edited September 14, 2021

Reply from American Home Shield

Hi TN,
We appreciate your feedback and hope you continue to enjoy!

Jul. 15th, 2020

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Vlad Golden Hazlet, NJ

I have read the rest of the 1 star reviews and have to agree with all of them. To anyone giving more than 1 star you are either paid by them with our premium dollars or just blind luck. AC unit dies, I have the top plan that I received as part of my home purchase. I scheduled service online and luckily only took 3 days to get someone out. The AC repairman comes, tells me the unit is not drawing enough power, but has no idea what the cause is. Tells me I have to replace the circuits on it. AHS denies the claim based on the fact its an electrical problem. and the technician stated that it was a power surge. I am covered for whole home systems including electric, but now the claim is denied. The best part, the AC technician tells me I have to get an electrician because he is not certified in Electrical work, yet he made a diagnosis. If you get this policy for free, tell the sellers that you want to choose a different company. If you pay for this, you threw your money out the window. Oh and the best part..as everyone says, try to get a manager and the call gets dropped. I love the way AHS is blaming COVID for their problems stating their people are working from home. So is the rest of the world and somehow business is getting done. AHS is a pathetic company that should be out of business for willfully and knowingly defrauding clients and putting up lines of useless customers service reps to discourage you from continuing with the complaint and just taking the loss. The only solution offered was for me to take the risk of using another one of their inept contractors in hopes it wont be an electrical problem, otherwise I have to pay another $106 for a technician to pretend like they are doing something and leave after 3 mintues. Requested call backs from by managers, both times AHS promised my call was escalated and I would get a call back in an hour. THEY DONT CALL BACK as noted with almost every other review. I will be taking the issue up with my credit card provider over this type of fraud.

6 years ago

Reply from American Home Shield

Hi Vlad,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 13th, 2020

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Najib Columbia, MD

The worse home warranty company on planet earth. I called because my sump pump was not working they denied it because my Ac condensation small pipe was hooked up to the sump pump. My water heater is leaking water they will replace it, but I have to pay 350 for modification cost out of pocket. My house was built in 2010 I know for a fact it doesn’t need any modifications. The plumber is trying to make extra money from the home owner. When I asked for cash out option. AHS told me you need to send a receipt for purchase of the water heater and receipt for the license plumber then we will reimburse your money in about 21 days. Stay away this company is the worse company. I filed a only 1 claim in 2 years

6 years ago

Reply from American Home Shield

Hi Najib,
We apologize that our service did not satisfy your expectations. I would be glad to speak with you to get the issues resolved.

Jul. 7th, 2020

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Shawn Norristown, PA

I have had a contract with American Home Shield for almost 10 years. Typically their customer service and in-home service are satisfactory. However, my most recent issue (which has not been resolved) started more than one month ago with my air conditioner. The vendor notified me (without coming into my home) that I owed $300 in order to fix it and that AHS does not cover it. I have called AHS at least 8 times, and have been on hold for at least a half hour and other times almost an hour. I keep getting the same response that I will receive a response in 24 hours. No one ever calls back when they say they will and when I call back, the representatives continue to provide the same (what I can only guess) are company scripts. I have asked to speak to a manager on four occassions. Once I was told there wasn't a manager, other times I was put on hold and then ultimately promised a return call which never occurs. I clearly feel like this company does not care whether I remain a customer.

6 years ago

Reply from American Home Shield

Hi Shawn,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 7th, 2020

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Kelsie owen Covington, LA

When we purchased our home we were told American Home Shield covered all major parts of the home. Our kitchen sink was replaced before we moved in. With 20 days left on our contract the sink fell. Yes..FELL. There is a 2 inch gap around the back half of the sink. Our first thought was GREAT we can use our home warranty! I filled out the claim request online. There was no option for 'sink' only faucet, so I selected that. It gave 2 options of what was wrong, neither of which applied so I selected other. I paid the $75 service fee (which is ridiculous since I spent thousands of dollars on the warranty) and waited for a phone call. The local company called, we explained what happened, and they said they would come out tomorrow. The plumber wasn't here three minutes and he said oh, I cant fix that and he offered to call American Home Shield. Then I got an email saying there are limitations to this service request so I called them. They said it was not covered under the warranty and I would not get my $75 fee back. They said if I would have called, they would confirm it wasn't on the warranty but they were closed and it would have taken another day for someone to come out. I explained that I spoke to the business on the phone and explained the problem. At no time did they say it was not covered under the home warranty. So I got cheated by both the local plumber and American Home Shield. I will NEVER use this company again.

6 years ago

Reply from American Home Shield

Hi Kelsie,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 8th, 2020

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Brian Grove New Lenox, IL

Always available for questions and answers. Good communication. Updates on time and schedule is very nice. The only negative is you cant choose which contractor you want to use for repair.

6 years ago

Reply from American Home Shield

Hi Brian,
Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.

Jul. 8th, 2020

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STEVEN A TILLETT Pearland, TX

Unfortunately I have nothing good to say about AHS. From their slip shod service repair companies to their culture defunct overseas call center representatives they without a doubt are the worst company on the planet to deal with. I have been an AHS customer for over 20 years because I worked for ServiceMASTER for 7 seven years. They have gradually spiraled downward to nickle and dime you with extra service charges and service company reps that look for any little thing to make the repair call your fault so you end up paying for it or they just don't fix it. I have spent countless hours on hold and speaking with the most inept morons in the world. I hope this message gets to someone who speaks, writes and more importantly understands English. I suspect not because they only care about the company bottom line which has nothing to do with customer service in their eyes. I wish I could give them no stars because that's what they deserve

6 years ago

Reply from American Home Shield

Hi Steve,
Your patronage over the past 20 years is more than appreciated. I have spoken with you regarding the reimbursement amount from a previous Best Company review.

Jul. 8th, 2020

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Garrett Mutz St. Petersburg, FL

Complete crooks. I signed up for them and paid my $100 a month for a year or so. Only used them once. Our electical box went out so I called them to come replace it. It wasnt cheap ($3000) to fix but under the contract they are supposed to cover all electrical. They immediately denied it and said there was no structural damage. That is completely not true as it shorted out all the time, the wires and breakers were damaged, and it had become a fire hazard. It seems their policy is to take your money and fix small things but when there is a major issue, they deny it and hope you dont renew. Complete scum!!!!

6 years ago

Reply from American Home Shield

Hi Garrett,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 9th, 2020

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ANITA JONES Charlotte, NC

I have been a customer of AHS for almost 20 years. Unfortunately, I am becoming more disappointed every time I need to use there services. My AC is out and the company that I was set up with told me it would take 1 week to even come out to my home to see what is wrong. No problem right.....wrong the temperature outside is in the 90's. Then how long will I need to wait for repairs. At this rate the summer will be over before I have it fixed. My refrigerator was leaking 2 months ago, someone came out to fix it...wrong. It is still leaking, but I am told I have to pay the service fee again, since I am 1 week over there 60 day limit for repairs. They are quick to take your money, but extremely slow in trying to give you service. Unfortunately for me, my contract was just renewed 8 days ago. I guess I am stuck for another year. I will NOT renew. I would save money by putting my monthly fee in a savings account, which I will do when I do not renew again. This WAS such a good company. It is a shame that it has gone downhill over the years, yet there cost per month and service fee has increased tremendously.

6 years ago

Reply from American Home Shield

Hi Anita,
Your patronage is more than appreciated! Thank you for letting us know about this. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.

Jun. 30th, 2020

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Jason Martini Woodway, TX

I purchased my home October 2019 and have filed 4 work orders to to stoppages in my plumbing. On the 3rd plumbing visit, the contractor suspected a separation in my plumbing just outside of the foundation. AHS denied the claim stating that they only fix issues under the foundation. On this last plumbing visit, I paid $200 to have the technician run a camera in my lines and he confirmed the separation outside of the foundation but he also found 2 additional separations under the foundation. AHS is denying that claim as well because he found roots in the separations. With pipes broken under the foundation and a steady supply of water, where do you think roots are going to go!? The separations are toward the back of my house and there are no trees anywhere near but because of the steady supply of water, roots have grown to these separations - but still, AHS has yet another excuse not to pay for anything. It was a complete waste of money to get the home warranty - save yourself hours of on hold time just to talk to a foreigner that you won't be able to understand just to be given yet another excuse as to why your home warranty won't cover it.

6 years ago

Reply from American Home Shield

Hi Jason,
Thank you for letting us know about this. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.

Jul. 1st, 2020

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J W San Diego, CA

The annual premiums were approaching $600. When you add in the deductible per service call of $125 you are at $725 for one service call a year. Unless things are breaking left and right it's just not worth it. Plus the service companies that show up are random and you do not get to get the "I can always trust this team" experience.

6 years ago

Reply from American Home Shield

Hi JW,
Thank you for letting us know about this. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.

Jul. 1st, 2020

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Bob Denver, CO

Don't even think of doing business with American Home Shield if you ever want to speak with a live person or have an issue that requires prompt service. It works if you just need to place a service request online and it is not urgent. But if you have ANY issue that requires interaction with a live person or prompt service, forget about it. On two separate occasions, I never got past an endless wait on hold. Today we have an emergency plumbing issue. The company assigned to us cannot come for 2 days but suggested I contact American Home Shield for emergency service. After 45 minutes on hold, I finally spoke with someone who told me we do not qualify for expedited service because we do not have permanent damage from the problem. I told her we probably will have permanent damage if we have to wait two days. I asked if they have more than one plumber in our city and was told "the system" automatically assigns us to a plumber and there can be no manual intervention. So based on our experience, when you really need them, they are useless.

6 years ago

Reply from American Home Shield

Hi Bob,
Thank you for letting us know about this. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.

Jun. 26th, 2020

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Molly Gustafson Fresno, CA

Normally have positive reviews for AHS. Unfortunately, this last experience I have had has been nothing short of a NIGHTMARE! Every time I call, I wait on hold for just under one hour. Then, when I speak to a representative, they say there is nothing they can do about my issue (which is that my appliance has not been fixed yet and it's going on 8 weeks). I asked to speak to a supervisor and was told he would call me...I never got the call. So here I am again, on the phone trying to find out what is going on. I have spent countless hours on the phone with AHS, and countless weeks on the incompetent contractor to service my appliance and I'm still in the same position I was in on May 7th when I made the service request! I am at my wits end!!!

6 years ago

Reply from American Home Shield

Hi Molly,
Thank you for your review. I’m sorry to hear you had such a frustrating experience, but I really appreciate you bringing this issue to my attention.

Jun. 25th, 2020

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Gary Gorman Jamul, CA

I hope this will make you think twice about using American Home Shield. Try to call there service no.1-877-489-3659.it took me 2 days for an answer Look up any A.H.S number.You just get the same thing They don,t even have an Email address. Now my story. My water heater went out on Fri.June 12,2020.I started calling A.H.S. two days later they answered the phone (try the number).Monday the plumber called. Plumbers Inc.(888-379-4321) The first thing he said was I have water damage. His friend came out 45min. later, and said I have over $3000.00 in damage. about 5 sq.feet,the heater sits on a tin pan.I told the plumber no on the water damage. Next I get a email from A.H.S.(remember you can,t email them) It will cost $900.00 for upgrades to the water heater install. all the parts from home depot, I checked $232.00. June 22,2020 I get a call from the plumber,asking when do I want the water heater installed.By this time my son Install a new water heater.Total cost $700.00. Both me and my wife are 75,and disabled,with no water for 8 days Like I said call any phone numbers they list (it will tell the whole story).

6 years ago Edited September 14, 2021

Reply from American Home Shield

Hi Gary,
Thank you for letting us know about the noncovered paid to have the . Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.

Jun. 27th, 2020

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JOHN T MEEHAN New Orleans, LA

I have had several plumbing issues recently. A bathtub faucet was leaking and the tub was draining slow. Their contractor came out and poured a crystal substance in the drain. Stoppage started again after a few days. He said faucet stem was frozen and I needed a new faucet. He said my cost to replace was $500. He had to come at a later date. Shortly thereafter Covid 19 arrived and as I am a senior citizen with all the additional risks, I put faucet replacement on hold. He also checked water heater and said it needed replacement. I finally needed to get work done and he came out and replaced faucet. AHS paid for faucet and I guess for some labor. I had to pay an additional $500.00. Before he left, I noticed a leak in the downstairs closet below the tub where faucet was replaced. He described that leak as a fresh water leak. Also, I noticed a downstairs leak below the other bathroom. A broken pipe was visible thru the termite inspection door. He said I had to call AHS for a new work order for the two leaks. Water heater was not available at the time of the aforementioned faucet repair. I called AHS to report the leaks. Another $75,00. Contractor came back out a few days later with the water heater. I had to pay another $400.00 for the water heater repair. I turned off the water for awhile and when turned back on, no fresh water appeared to be leaking. The leak apparently is from the drain pipe under tub where faucet was repaired. We had not used that tub that was causing the leak downstairs. I ran water in the tub while he was there and after awhile, the leak started again. Unfortunately, I told him when he first arrived that I did not see a fresh water leak and he apparently reported to his company and AHS that there was no leak under the tub were the faucet was replaced. Apparently order for that leak was cancelled. As to the visible broken pipe, he said the repair required removal of ceramic towel in a downstairs bathroom at a cost to me of $750.00. The office of the plumbing contractor, Anywhere Plumbing, had an AHS rep call me. She said if I was quoted $750.00, then, that is what my cost would be. She also told he that the other so called fresh water leak (although I believe to be a leak caused by stoppage) would have to be set up as recall. Hopefully not another $75.00 service fee. Later that night I contacted Lekisha at AHS and she read over the contract and said that the cost to remove the tile should be covered. Could someone at AHS verify. Contract says AHS will pay up to $1000 per access, repair, etc. Each call to AHS takes 45 to 75 minutes to reach a rep.

6 years ago

Reply from American Home Shield

Hi John,
Thank you for letting us know about the delay in service and the non covered cost. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.

Jun. 27th, 2020

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DARSHIT San Jose, CA

Call waiting to reach an associate is more than 57min. There is no way to contact via email. I had issues with Bath exhaust fan and ceiling fan. I made service request on 25-feb2020 in hopes of getting fabulous service like many reviews say. But Alas!, the electrician did nothing. He put some oil on Bath exhaust fan and said he can't do any thing about the ceiling fan since malfunction of fan is not covered it has to be completely broken for the service. Additionally, he didn't have a way to diagnose further. After he left in 30min the bath exhaust fan started making squeaky noise again and my baby starts crying every time. So the service request charge of $100 went in vain. So I called AHS again and explained the problem. After much explanations they agreed to send out another company. A service request was logged on 05-Mar2020. The guy from another company was nice and said he do see problems and is going to report it to AHS and order the parts. However, till now there was no update. I reached AHS back over phone with long wait times around 22-may2020 If I remember it correctly. The agent said AHS is waiting for electric company to submit report and will follow up. She also said they will reach out to me the next day. It is 10-Jun2020 and no one reached me and problem is unresolved. Now suddenly I get a text your service request is closed. I am so doomed! The AHS team sent the same crappy contractor company again to resolve issue on 17-Jun2020 and again said that can't do anything unless there is complete shutdown (like no power on) for the items. Really AHS?

6 years ago

Reply from American Home Shield

Hi Darshit,
Thank you for letting us know about this. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.

Jun. 27th, 2020

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Champ Dallas, TX

I have made several complaints to American Home Shield regarding SWAT Plumbing company and the service that was provided. The company is providing false diagnosis and upcharging customers for services that are not even the issue. I was charged almost $1600 for a misdiagnosis when in fact the problem was only a $5 part. When I contacted AHS to notify them the customer service representative told me that he was not going to do anything about it and I needed to call the plumbing company. This was unacceptable!! I have canceled my contract with them and I was a customer for almost 10 years but enough is enough. I cannot believe that AHS is still using this company even after numerous complaints have been filed from other customers that have been scammed out of their money. If you're looking for a company that has technicians with several years of fake experience to misdiagnose issues, technicians that instantly develop scam artist amnesia when confronted, over charge you for services that are not needed, and provide you with the worst customer service possible then look no further, you've got the right company! S.W.A.T Plumbing!!! SWAT Plumbing came out to my house for an issue, diagnosed the problem as my water heater, charged me $1585 to replace it....BUT unfortunately I noticed the issue still there which means the water heater was never the problem. Basically the issue was diagnosed incorrectly!! Even a second technician from THEIR OWN company confirmed it!! He said he would have his master plumber call me to discuss the misdiagnosis. After that the company immediately stopped returning my calls and refused to give me a refund! They even went as far as to start falsifying documents to my home warranty company! I knew then I was in for a fight. I had a second company come out last week and a technician knew exactly what was wrong, provided a proper diagnosis, and fixed the problem. He never mentioned the water heater not once! Instead said my aerator on my faucet needed to be replaced. Want to try to guess how much the part cost??? $5 measly dollars!!! Instead of the company owning up to the mistake and just sending a refund, they argued the other company was wrong in their diagnosis even though they actually fixed the problem. How is that possible?? This is absolutely ridiculous!!

6 years ago

Reply from American Home Shield

Hi Champ,
Thank you for letting us know know about this. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.

Jun. 19th, 2020

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Brian P. Buda, TX

Our AC went out in 90 to 100-degree Texas weather. It took 2 days to get a technician to the house. He told us that he had to write a report to American Home Shield and wait for them to authorize the repair. AHS takes 48 hours to approve. Therefore, the approval won't be issued until end-of-day on a Friday. The HVAC tech, therefore, won't get authorization to buy the part until Monday. At best, we'll have no AC for a week. At worst, who knows? AHS will NOT answer the phone. Gave up after several calls to AHS where I was on hold for 60-90 minutes each. Contacted sales (they answer right away!), but they refuse to help. Most of these home warranty companies are tough to deal with, but this one is the worst by far! Don't waste your money. By the time they get around to processing your claim, you'll have given up and come out-of-pocket for a new HVAC system.

6 years ago

Reply from American Home Shield

Hi Brian,
I hate to hear about the delay in service that has been experienced to have the AC system repaired.

Jun. 21st, 2020

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Frank de Heer Orlando, FL

We have been over 10 years with AHS and luckily we had not many need for service. But its a good insurance policy to have, so we thought. After taking our money (around a $1000 / year) for all these years, we recently had a few issues. A pool pump motor went bad. As it was the secondary pump, for the leaf filter system, AHS denied the claim. The AC had lost some Freon, not included (ok, that is known). Our last issue is just a ripoff. Our nice Bosch dishwasher went belly up. Service engineers showed up and after 10 minutes said, the control board is bad and we will either replace the board or the machine'. We had not heard from AHS for over a week, so jokingly I said to my wife this morning, they must be looking for a reason to deny the clam..... Well later today I received a call that, because the service engineer saw a cockroach and roach poop on the control board, clause xyz.123. blabla states that they can and will deny the claim. I can tell you, we have a very clean and maintained home in the burbs of Orlando and have pest control every month. However, this is Florida, there are roaches in Florida and yes, roaches like warn moist areas, so there might have been one in/near the DW (and indeed that grosses me out). To deny a $500 claim to a loyal customer for this reason is very unprofessional and sad. This reason is basically an out for them for any job... roaches in outdoor AC units, in Attics... I have recommended AHS to at least 10 of my friends and most of them have taken it. I am selling a home and offered a year AHS to the buyer. I will have to rethink that strategy now. I have always been very happy with AHS and felt safe they were there in case something would go wrong. I now realize it might have been better to put the 100/month in a bank account and pay from there.

6 years ago

Reply from American Home Shield

Hi Frank,
We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business

Jun. 21st, 2020

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Rob Bittle Roseville, CA

So, I originally called because our AC unit ran non-stop all day. Something was not right. The heating and air company came out and checked it out and said everything was fine from their testing of the unit and temp of air coming out of vents. They did state that the compressor could be going out or ready to go out. After they left, I put my hand up to the vents around the house and extraordinarily little air was coming out. Mind you we have not had this problem before. It was cool but just not blowing hard. About a week after they left, I called to have them come back out to look at air flow. The day before they were to come the compressor went out and we had no AC. They confirmed that the compressor had gone out. Mind you it was 100 degrees that day it went out and 100+ degrees the day they came out and supposed to be 100+ degrees for the next couple of days. The heating and air company notified American Home Shield while they were at my house. The next day the heating and air company called to let me know what was covered and what was not. My cost to fix the compressor was 3500 dollars and American Home Shield would cover 547 dollars. So, I still had not received a call from American Home Shield so I called them the following day and was told my cost would 870 dollars while my cash out would now be 492.78 dollars. Then the following day I receive another email from American Home Shield stating my cost would now be 2740 dollars. I have asked via email 3 times and a phone twice for a manager to call me with no call. To this day I still have not received a call and it has been 4 weeks now. I have also noticed that the google reviews and their home page reviews are completely different. I’m a Realtor and will never sell or recommend this company. Stay away!!!

6 years ago

Reply from American Home Shield

Hi Rob,
Thank you for letting us know about this. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.

Jun. 21st, 2020

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Tex B Secaucus, NJ

Ongoing Case. I can provide additional documentation if requested. Now has been over 30 days without oven, have you ever cooked for your family without an oven for over 30 days? As a customer of AHS, this is what you can expect 1) they will take your money 2) if they cannot repair it, they WILL not replace it with something or equal or even near equal value 3) this will devalue your property (lets say kitchen oven). You can expect anywhere from 60-90 minute wait times to talk to someone. I have dealt with three different call centers. Customer service is the worst as they are not located in the US. As I write this I have been on hold today for over 3 hours trying to speak to someone with regards to getting a new oven since my VIKING oven could not be repaired. I would look elsewhere or just plan to allocate funds to replace yourself if you can. Not worth the money or the VAST AMOUNTS of time that has been wasted. Also I am eating the cost of feeding my family without an oven, which is even more expensive than normal... so don't expect any concern support with that. Finally, during this entire process AHS has not followed up with me once. I called the contractors, I followed with the repairs, I called Viking with the repair man. AHS radio silence. Get use to this phrase "all of our customer service agents are helping other customers, continue to hold"... More to follow...

6 years ago

Reply from American Home Shield

Hi Tex,
I hate to hear about your most recent experience to have the oven repaired. I would be glad to speak with you and discuss your experience.

Jun. 19th, 2020

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BPCincy West Chester, OH

Horrific Customer Service. Extensive hold times exceeding an hour or more only to be disconnected repeatedly. Lack of contractors to meet paying members needs in a professionally reasonable time frame, weeks in countless cases. Constant billing issues, double charging consumers, increasing rates without notice, and the list goes on and on. Similar problems on the contractor side for numerous vendors who refuse to sub for AHS. Class Action Lawsuit groups boast countless claims of similar experiences on several message boards and social media platforms. AHS has overextended itself while losing site of its consumers and their needs / company promises. Run, run, run!

6 years ago

Reply from American Home Shield

Hi BP,
I hate to hear about your most recent AHS experience and the hold time to speak with a customer service representative.

Jun. 21st, 2020

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John Lorain, OH

Dishwasher broke in February of 2020. Sent out a "local" repair company that had worked on GE appliances. Said it would be 8 months for parts from GE. 4 weeks later AHS finds a a part, "local" appliance tech shows up, same company different tech. He had never seen or had repaired a unit like mine. Needles to say after he called around and found manuals he could repair it. They then offered me $400 for a $900 dishwasher. I ran out got one, and due to COVID-19 it didn't get installed until May. Submitting my receipt and have waited well over a month for a refund. The make impossible to talk to someone and when you do, they have no answers, and will transfer you to someone else that wont help. I propose if you are reading this and don't have AHS, pass on their services. If you have AHS, it is time to start a class action lawsuit against this compnay.

6 years ago

Reply from American Home Shield

Hi John,
I hate to hear about your most recent experience to have the dishwasher replaced. I would be glad to speak with you and discuss your experience.

Jun. 19th, 2020

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Rob S Uniontown, PA

If I could give this company zero stars I would! Refrigerator broke three times, three service calls, the third call I was told it was unrepairable. The service rep said he would report the status to AHS. Two weeks later, no response. So I call again! After waiting more than an hour on the phone, a customer service rep informed me that three options were available, 1) a Best Buy gift card, 2) select a new fridge from an online catalog, 3) A giftcard with credit. I was told told the option department was reviewing and would get back to me. Almost two weeks later, I heard nothing! Finally, I called them again, waited 1 hour and 2 minutes for a customer service representative. After a review of the case, the customer service rep cited an obscure section of the contract stating that the item was not covered under warranty!! Unreal that I had to wait almost a month, and even after the second call when I was promised a prompt decision with options, they did'nt even have the decency to call me back or email me, I had to wait in their cue again for an hour. THIS COMPANY SUCKS!!!

6 years ago

Reply from American Home Shield

Hi Rob,
Thank you for letting us know know about this. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.

Jun. 11th, 2020

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Joyce Boerne, TX

I had a leak in one of my pipes. AHS plumber came out on 5/18/2020 determined we needed a leak detection company come out, never received a call, finally found my own company to come out. Long story short, still have not heard from AHS, got my own repair done, AHS was supposed to call with a cash out proposal on Wed, June 3, 2020. I have set on hold at least 3 times for support for at the very least one hour. I am now on the phone with them to get an answer, phone says I have been holding 1 hr and 6 minutes with no hope of getting anything done! As you all know it is due to the Covid 19 virus. lol Probably will not have my business when we get this settled. Anyone could do a better job than these people. Their Website (My Account) is no help: not updated and no where to leave a message. Vendors hate them for having to stay on hold for hours. He was on the phone waiting for them to answer the whole time he was here!

6 years ago

Reply from American Home Shield

Hi Joyce,
Thank you for your feedback about your AHS experience. I would be glad to speak with you about the delay in service.

Jun. 12th, 2020

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Ahmed Magdy Redwood City, CA

Worst possible company and customer service. - minimum 1 hour (consistently) waiting to get hold of a customer service representive - took 40 days to reach a diagnosis on the fridge - The contractor specifically told me that he would recommend replacing it. But when that diagnosis reached them, the diagnosis changed to "we are not able to fix, go to another company" - Asked them to go talk to the contractor company, and resolve this. The customer representative didn't want to. She gave me the option to either wait for an official mail from them (saying to go to another company), or go with another company right now. - Also, the contractor company was just not professional, being late the three times they came to my house, and each time 3+ hours. And took them three trips to diagnose, where they could have reached that from the first trip - After I asked for cancelation, things were super smooth. Probably because the cost of fixing the fridge was higher the premium I paid. - Asked to be transferred to the complaint deparment. I was put on wait for 15 extra minutes, where I gave up and hanged up

6 years ago

Reply from American Home Shield

Hi Ahmed,
Thank you for sharing your experience about the delay in service to have the refrigerator repaired. I would be glad to speak with you.

Jun. 5th, 2020

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Alexis Lockhart Winchester, VA

I have tried to have services covered through AHS, all of which claim to be covered under warranty but have not had anything actually covered. My worst experience is with the water heater replacement, my out of pocket cost was still going to be $1300. Calling around on my own I can have the full thing replaced for $1200 without insurance, so what exactly did they cover? When I requested the cash pay out I was on the phone for an hour (most of which was spent on hold) just to get to the point where I am transferred to a cash out rep. Was then asked to stay on the line, 40 minutes later the person I was talking to picks up the phone and tells me the specialist will have to call me back she is busy. It took 40 minutes (this is not an exaggeration I looked at the timer on the phone) to figure that out ? Didn't get a call the next day, Friday before the holiday weekend so I didn't get a call back until Tuesday. This is generally how my experience with them goes. Oh and if I talked to more than 1 person about the same problem the answer is totally different.

6 years ago

Reply from American Home Shield

Hi Alexis,
Thank you for sharing your experience with American Home Shield. I would like to speak with you about the non covered cost for the AC repairs.

Jun. 3rd, 2020

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Jmoncur Port Saint Lucie, FL

Everyone that I have come in contact with as a member of AHS has been extremely helpful and professional. I would highly recommend this service to everyone.

6 years ago

Reply from American Home Shield

Hi J Moncur,

Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

May. 29th, 2020

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Diane ONeal Portland, OR

I have been going through American Home Shield to get my heat pump fixed. Its has now been three weeks. First they ordered the wrong compressor and now its been over a week and still nothing has been ordered and told the parts are still probably three more weeks out and thats when they get around to ordering the. Asked for a cash in offer to replace myself. The offer given wouldnt even come close to getting the parts. Have been trying to get ahold of the parts department and have been told someone would call me back the same day. Going on day three contacting them. Have been a hold for 40 minutes only to be disconnected. Now on hold again.

6 years ago

Reply from American Home Shield

Hi Diane,
Thank you for bringing this to our attention. We’re sorry to hear about the delay in service you have experienced to have the air conditioner system repaired. I would be glad to speak with you and get the issues resolved.

May. 29th, 2020

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Justin Ennis Phoenix, AZ

I have not had working plumbing for almost 3 days now and first went through the website and heard nothing from the contractor within 24 hours (which it states I would). After calling the contractor and finding out nothing would be available for 4 days I tried calling AHS. Now I have been dealing with your automated phone service for the past hour and have been disconnected three times, once after asking the customer service rep not to place me on hold (which she did anyways). Not only is your automated system extremely glitchy but I am appalled to be waiting for this long. I chose American home shield because I thought I would be treated quickly and when something like my plumbing goes out I don't have to go through all of this! I will be finding a different home insurance company. Worst experience while I have been a home owner!

6 years ago

Reply from American Home Shield

Good morning Justin,
Thank you for bringing this to our attention. We’re sorry about your most recent experience and would be glad to speak with you and get the issues resolved.

May. 27th, 2020

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R Lehrke Washington, DC

I made a service request 3 days ago. I am still waiting to be contacted by a service professional. I will take time out of my day tomorrow to find contact repair services. I tried to contact American Home Shield but they are closed (it's 9pm). I guess I should have taken time out of my work day to try and do the job I am paying the monthly fee to them to do.

6 years ago

Reply from American Home Shield

Hi R Lehrke,
I hate to hear about the delay in service experienced to have the repair completed. I would be glad to speak with you about the repairs.

May. 26th, 2020

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Dana Dennis Balch Springs, TX

Annual fee $780. Paid out $300 in their $75 service fees. The four times they came out in 2020, 3 times the claims were denied. Technician said it was customer negligence or something that wasn't covered. They refused to show me why and there was no dispute process at all. Contract expires in June. No way to cancel on line. Called to cancel, lady was extremely condescending when I questioned their $65.25 admin fee to cancel my contract that was expiring. No confirmation number that my payment info has been removed. I can go on and on about why you shouldn't waste your money with American Home Shield.

6 years ago

Reply from American Home Shield

Good morning Lisa,
I am pleased to hear about your most recent experience to have the dryer repaired by American Home Shield! I hope you continue to enjoy the coverage we provide!

May. 22nd, 2020

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AMMAR DALOU Roseville, MI

I was told that that all I had to do is pay $100 deductible per incident. When my home AC stopped working, I called Home Shield to report the problem. My credit card was automatically charged $100. When the contractor came to check the unit, I was told that the compressor needs to be replaced, and that it will be $1,300 out of pocket cost on top of the $100. I have to pay for re-piping and 6 LBS of freon @$180/LB. I found a 30LB container of R22 freon for $390 ($13/LB) online. I called Home Shield back and informed them that I would provide them with the freon. I was told that I could not do that and that they have to provide me with the freon. After that, I called a Local AC repair company, and I was given an estimate of $1,300 without any home warranty company. Please read your contract carefully before joining, because this company is a scam.

6 years ago

Reply from American Home Shield

Hi Ammar,
Thank you for bringing this matter to our attention. I’m very sorry we failed to meet your expectations. I would be glad to speak with you and discuss the non covered cost.

May. 25th, 2020

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Lupe De La Cruz Downey, CA

If I could give them less stars I most definitely would. I have been a customer for many years never really having a bad experience until now. The bottom line is AHS hires low rated contractors to service your appliance. I have been without a refrigerator since early March. The technician they contracted for service has submitted 2 detailed reports stating the refrigerator is not repairable yet AHS claims the refrigerator is repairable and I should continue to wait for additional parts. Today was the 3rd time the technician came out to attempt to repair the fridge and again he stated the parts were incorrect and the refrigerator was not repairable. I immediately called American Home Shield and allowed the technician to explain to the customer service representative his findings. AHS again requested another detailed report, even though they spoke to the technician directly. I followed up on the report today and to my surprise new parts have been requested for repairs. How is this possible if the technician explained his findings? Some how the technicians report submitted today stated my GE Monogram refrigerator could be fixed so American Home Shield doesn't have to pay to replace the item that clearly can not be repaired by their technician. So it is now May, in the middle of a pandemic and my family and I are without a refrigerator. I have now filed a consumer complaint with he better business bureau in addition to taking legal action.

6 years ago

Reply from American Home Shield

Hi Lupe,
I hate to hear about the ongoing delay in service that you have experienced to have the refrigerator repaired. I would be glad to speak with you and review to diagnosis to get the issues resolved.

May. 13th, 2020

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Sharon Philadelphia, PA

We have had a very difficult time with American Home Shield. Early morning 5/7/2020, our hot water heater broke and dumped gallons of water into our finished basement, soaking carpets. The same day, we called American Home Shield, with whom we have had insurance for over a year, and they told us a leaking and broken hot water heater is NOT an urgent issue and therefore could NOT be considered a priority. Long (very long!) story short, we were told we’d have to wait. It would likely be Monday 5/11/2020 before we could be seen, and then an additional 24-48 hours to get a new unit ordered and installed if needed. We would not get hot water in the house until the following Wednesday 5/13/2020, 6 full days after the event. During this scary time of COVID-19, we were told our family of five would have to wait almost a full week before we could wash our hands in warm water. Imagine having no showers or being able to wash dishes in warm water for 6 days! Even OSHA requires businesses to supply their employees with warm or tepid water or face legal recourse. Panicked, we called a friend who is a licensed HVAC technician (who does not work with AHS) who looked at our unit and confirmed that the unit needed to be replaced. Knowing this, we called American Home Shield a total of 5 times to escalate the issue, each time having to wait on hold over 20 minutes to get to a representative. 4 of those 5 times, we were told to call THEM back if we didn’t hear back from anyone within a period of time. They kept telling us we could always call “a private technician” and pay them out of pocket and not use the American Home Shield warranty service. Passing off our emergency in order to not have to pay our claim? At the least, this is terrible customer service; at worst, it feels like extortion. We appreciated one rep, Antoinette, who escalated our case to a supervisor and was able to help us a bit more quickly. However, the “red tape” that one needs to go through to get service for this warranty plan is ridiculous and frustrating. As a customer, I feel like American Home Shield had done everything they could in order to NOT have to respond to our claim. I feel cheated.

6 years ago

Reply from American Home Shield

Hi Sharon,
I hate to hear about your less than satisfactory experience to have both the hot water heater and AC system repaired. I would be glad to speak with you and assist to get the issues resolved.

May. 12th, 2020

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Tanya Crook Griffin, GA

Monthly payments was fine. I think if a company is qualified for HVAC and plumbing, that they should be able to fix those issues with one co pay. Shouldn't be paying multiple contractors for minute tasks, that one person could fix.

6 years ago

Reply from American Home Shield

Hi Tanya,
Your feedback is more than appreciated. I understand your concerns regarding non covered cost and would be glad to speak with you.

May. 12th, 2020

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