American Home Shield Reviews

I have been on hold for 1:25 mins waiting to speak to a supervisor for a AC repair that I reopened 3 times in the last month. With their charge of $75 per visit, they of course keep stating the issue is something different so each visit is $75 per trip. This is unacceptable, my open issue is that the AC is not properly cooling with 3 different trips in a month, they issue is still not resolved, and they are now saying a surge caused a power surge caused it to blow the compressor so not under warranty. Um your service has worked on the unit 3 times but this is my fault? Of course I am on hold for a sup for this long they dont want to address the issue it could be result of faulty work from the technician. If it was a power surge wouldn't both my units be an issue, why is only the one that the service tech worked on? To have a second opinion I of course have to have another $75 charge. This is unacceptable they only bandaid issues to make extra money off you. Not only do you pay $70 a month but $75 per trip, and each trip is something different so they can get more money out of you. SHAMEFUL.... My issue is that my AC is not cooling properly. FIX IT!! I pay you to do that the first time not the 3 or 4th time.

My hot water leaked on a weekend in the middle of winter. I had to get it fixed fast. AHS had no live agents and the automated system wanted me to pay the deductible with giving me any idea if I would be dispatch an emergency service etc. I would not pay for something without knowing exactly and approximate time of receiving the service. I went ahead and did the job on my own and AHS (even though they asked me to fax the receipts) never responded not any of the managers when I repeatedly left messages. Wait time for all calls were at least 45 mins plus and 80% of the agents did not understand English very well. They start with apologizing profusely and the lines are generally cut when they cannot solve the issues. VERY IMPORTANT - the only time you get USA agents who are more experienced etc is when you inquire for new memberships - that's where the sugar coating starts. AHS claims generally hide behind offshore agents etc. I was lucky to get hold of a AHS local agent who I only got through when I posed as a new customer, she was very good and tried to talk me out of cancelling my policy and said she would give me some local numbers to call etc. I think the management hide behind bogus email addresses. ( because none of the email addresses published online worked in my case) At the end, I got nothing, last agent tried to talk me out of cancelling again. More embarrassing was I had also encouraged my neighbor to join AHS long before my claim and their hot water went down too. It took AHS almost a week to come and check and they said it would take a further week and a half for repairs. The neighbor kicked out AHS also lost money and they had to pay a couple of thousands to get it done elsewhere. I was so embarrassed because I was the one that recommended AHS in the beginning. AHS has lied to me in my case, did not reimburse any repairs, did not return any correspondence or phone calls. I would never recommend this company to anyone. They might seem the best of the lost but its the opposite. I tried and got short changed badly. I recently received 2 emails from AHS stating that they want be back. REALLY!!!!

This company is the worst! Called the company because I was having problems with my ac unit. Tech come out and advised that the motherboard and 2 dampers needed to be repaired. AHS denied the claim advising that because the motherboard and dampers were part of a zoned ac unit, the claim was denied. The warranty states that all components of the ac unit were repaired and no where on the contract does it say that zone a/c units are not covered. I have a 3 level home built appts 10 years ago. It needed a ac zoning system to distribute the air throughout the home. Sorry for living AHS but your company sucks and your "customer service" reps are very condescending. I have filed a complaint with the BBB and upon resolution I will be asking for a refund.

Prompt service after the telephone hold time- can be up to an hour wait time for a person to answer. Never received a call back when signed up for call back. I think they just need to hire more customer service people.

The people I have dealt with at American Home Shield have always been nothing less than outstanding. No matter what my issue has been they have managed to help me.

My very first claim experience has gone very wrong. We came home to find our garage door would not open. I entered through the service door and found that the tension spring that helps the door open had broken. I looked at my warranty contract to see if it was covered and this is what it said: GARAGE DOOR OPENERS COVERED: All components and parts, except: NOT COVERED: Door or door track assemblies. Since the spring was not the door or part of the door track assembly I went ahead and submitted my claim online ( I tried to call AHS and was on hold waiting for a representative for over 20 minutes) and paid my $100 service call fee. The repair tech arrived and had to call AHS(on hold for a rep for over 25 minutes) for authorization and they denied the claim stating that the spring was part of the door tack assembly! The spring or springs are a completely separate part from the door track assembly, I did not have to buy a new door track assembly to get the springs replaced, they are sold and replaced as a stand alone part. I spoke to the AHS rep and said since the springs are not listed as an excluded part they should be covered, she said no. I requested a refund of my $100 service call fee and she said no because the fee is retained by AHS, not that it is paid to the service company but it is retained by AHS. This unfair treatment has cost me $225 to replace the springs plus the wasted $100 service call fee. I am extremely frustrated by their breach of contract and will spread the word about AHS

This far (one claim) we have been very happy with our warranty. It was resolved quickly and the contractor that responded was great. Hope the service continues in the future!

When I first contracted with AHS they were ok. Fortunately I didn’t Use them much, but was happy to have them. Their call service is horrible, absolutely horrible. They use an offshore company whose agents really don’t understand English, which is frustrating. Used them for several years and was pretty satisfied. However, this past year was an absolute nightmare. I had a several problems with my residence, one which involved plumbing. They told me they couldn’t find a plumber and I would have to find my own . I live in a big city and there must be several hundred plumbers in the area. They finally found a plumber who had terrible reviews on Yelp. He came to fix a simple leak , HOWEVER the pipe Started leaking again before he was out of my drive way. I had several other electrical and plumbing problems throughout the year. When my policy came up for renewal, they wanted to charge me more than double what I paid the previous years. When asked why the extreme price increase I was told I used them too much. Of course they didn’t take into consideration, all the years I barely used them. They went from ok to absolutely rotten.

I have been a long-time customer with numerous properties. It is getting worse and worse. If you need to change or cancel a contract, you cannot do so online. I have spent hours on hold just to keep being transferred over and over again. They have you in a trap. Everyone I have spoken to is uninformed and inept. It is actually unbelievable that I have spent so many thousands of dollars with them. They find every possible way to not fix something. It is the worst company I have ever worked with. As soon as I can find someone who will take my calls, or cancellations over the phone, I will do so. Of course, no cancellations online. The only phones that are answered promptly is on their new sales line. Ironic.

Worst company ever. Ive been calling for 3 months trying to get 3 simple receipts for my 75.00 service fee charges. They absolutely have given me the run around. Refuse to let me speak to a manager. I work for a property management company so we deal with a lot of home warranty companies. America home Shield is the absolute worst. No other company has a problem emailing me the receipt 30 seconds after I make payment. Not these fools. Like I said they refuse to let me speak to a supervisor or a manager. Ive been put on an indefinite hold twice ans after 45 mins I hung up. Ive been promised by three reps they were going to mail my three receipts. They would check in it daily until they were. Again refusing to email them to me. I have been promised a call back from their supervisor. Nobody knows their ass from their elbow. Somebody named Ms O was guaranteed to call me back today. Funny I have no missed calls. I have never in my life been lied to as much as these guys have lied. All I want is three receipts. I don't have online access because I am not the owner. Not to mention the shortest time I was on the phone was 45 minutes. Most calls average 1hr 15 mins and yet 3 months I still can't get my receipts yet they had no problem taking my money.

I'll start with this. I'm a broker with remax. We're world wide and I have 8 locations, we're the largest in the space coast section of Florida. I've been a broker for 15 years in 2 states. I've bought as gifts for clients, multiple policies. I've recommended a warranty countless times. I'm having all ahs literature removed from my office. In the last year, every client I've bought a policy for that has made a claim, had been denied. 100%. I have a policy myself, recently made my first claim for an item specifically spelled out as being covered in my contract. And it had been denied as well. Numerous phone calls and I get alternating stories, told it's approved, denied, approved etc. And obviously, no work has been done. The people answering the phone are obviously generic call center employees, no knowledge of the contract. Their supervisors, exactly the same. They all read the exact same script. Any question you ask, they read the same response. You can't actually speak with anyone from the company. They recommend going through the social media. Exact same response. If you look at the AHS Facebook page, nothing but complaints. If you post a complaint they send a private message, and recite the script, approve, deny... This is not what I expect or endorse, or accept as ok to put my clients through.

I called in reference to a wall leak and paid my $125 deductible with the expectation to receive needed assistance, but I was surprised with the lack there of. I was advised by the plumbing company (PRIME PLUMBING COMPANY LLC) that they couldn’t cut into the wall as a result of the AHS policy prevents them from cutting into the wall to investigate the leak. Later I was advised that the leak was from rain water. I was told by AHS that this wasn’t covered and if I wanted to dispute this then I’d have to pay another $125 for another company to come out. I was ignored by AHS when talking to them and continuously place on hold, the supervisor that I spoke to told me that it was nothing she could do. I cut a hole in my wall and I’m going to repair the hole in the pipe that I found. Thank you, I’m canceling my policy because I have to repair this leak on my own. This warranty company sucks. In my opinion choose another warranty company that will not hire companies to give you false information to save money for the warranty company. I give a negative 5 stars. I will be contacting the BETTER BUSINESS BUREAU in reference to this incident.

Disgraceful customer service. The pull out freezer drawer of my refrigerator kept icing up on one side. TWELVE service visits later it was still not fixed. I was finally expedited to speak with the US based customer service who said ANOTHER visit was needed to document the problem so that they could "settle" with me. The same company who had performed all the prior service was sent out and their report concluded that it was MY fault. (Really??) AHS sided with them. I had to appeal and have a different company come out whose report stated the prior repairs were not done correctly. Instead of doing a settlement, as promised, the new company did another repair, which, drum roll....did NOT fix the problem. So, to summarize: 14 visits, (each requiring a 4-6 hour window of my time), initial problem STILL exists, a year has passed and I am not renewing my contract. This has been a complete and total waste of my time and money. BOTH companies that came to my house stated that this company NEVER replaces refrigerators. That would have been nice to know ahead of time. I hope this helps someone out there. DO NOT USE THIS COMPANY!!!

Ok so this is ongoing but today AHS sent a plumber to my house for a major leak. The plumber showed up at 8:02 am CST and located the leak. It is a pipe in my foundation. The plumber called the Authorization department explaining he needed a leak detection company to find the leaking pipe in my foundation. First the representative Drew told the plumber that this was not covered but he would send a company to my house and I could pay for it. The plumber told Drew hold on you need to speak to the homeowner . Once on the phone it was clear the Drew did not listen to the plumber told him that there was a pipe in my foundation leaking. When I spoke to Drew , he finally realized we what had been told to him by the tech and that yes this is covered under the warranty. Many many phone calls later and every customer service representative from AHS confirming this is covered and 12 hours later no leak detection company has been contacted and AHS is still trying to find one. They did however contact another plumber that they thought did leak detection who I contacted who even told me he was waiting to hear from the leak detection company to identify where the leaking pipe is in my foundation. There was nothing wrong with the first plumber who stated once the leak is found he can and will fix it. As both plumbers have stated, they are not going to jackhammer my foundation to find the leak. They need to know exactly where the leaking pipe is in my foundation before they jackhammer my foundation, and quite frankly I like that plan that they are not going to just start jackhammering my foundation. So we will be going through this weekend with no water in my house due to the water being shut off because of the MAJOR plumbing leak in my home so we do not do any major water damage to my home. What is so frustrating is : 1. The leaking pipe is covered under the contract; 2. I pay good money for this “warranty” every month for something Such as this a major water leak due to a “break” in a plumbing line, and AHS employees seem to care less or can give me a straight answer why this incident is being put back in the 4 hour que to find a company that will work with them, and why they don’t think this is an emergency having a MAJOR leaking pipe gushing water? 3. I have already paid my $125 service call so right now from my view I am already down $177 ; $52 for this months installment on paying for the warranty and $125 for the service call will update this post as I can and keep you informed but right now for customer care and and the warranty on a scale from 1 to 10 , I would have to give them a ZERO 02/29/2020: I said I would update. After two phone calls today I’m was told they cannot find a contractor. So where does leave me? I have to find a contractor, have the contractor call AHS authorizations and AHS will give the contractor an authorization # that must be on the invoice after the wok is complete. I pay the contractor but the customer service rep 1. Would not tell me if $300 is covered since I had already found a leak detection company and they told me what it costs; 2. I asked for it to be placed in a email that AHS is authorizing me to located a company for the repair since they do not have a contractor for a covered warranty item . I will keep you posted UPDATE: This was more than a delay as your automated response stated. I was a nightmare! Rude customer services representatives from AHS getting told different stories by different representatives; ridiculous hold times when the leak detection company plumber called you the phone call was 44.30 minutes unreal only to be told that AHS was more than happy to have the plumber drill into my foundation to see if the leak could be fixed. Even though the plumber stated that in his opinion working on homes in my subdivision that the copper pipes in the foundation corrode to the point of no repair do to our location in Florida That AHS only pays $1000 to fix foundation leaks and I was told that since I had already used up $300, which by the way I had already paid out of my pocket because AHS does not have a leak detection company that works with them in my area, of that by having the leak detection come out to find the leak so that left me with only $700 left and the plumber charged $1100 to drill the foundation and fix the leak. OK so let that meant if the plumber drill in my foundation and could not fix the leak I would be out another $400 and then on over & under would have to be done which would be considered re-routing the plumbing which is not covered under AHS warranty. The over and under would be an additional $1800 and leave me a hole in my foundation because AHS would not be paying to have the hole in my foundation fixed that the plumber just drilled into to see IF he could even fix the broken pipe in my foundation. So lets add up the cost of this useless warranty in dollars first. $125 for the fee paid the the first plumber to come out here to say leak in foundation; $300 for the leak detection company to come out and find the leak in the foundation which did not go toward repair; $50 dollars for the month of March's payment for the warranty and $1800 dollars to get the leak fixed properly without damaging my foundation and to have a gaping hole in my home's foundation only to find someone else to come and fill the gaping hole in my home's foundation so having a warranty that covers plumbing it cost me $2,225 out of pocket to get the leak fixed to protect my home from further damage. $2,275 if you count the monthly installment for the warranty that appears to me is not worth a dime if you have a MAJOR plumbing issue. Yes one would say and it would be true that I chose to pay the $1800 dollars to have the over and under work done; however, had I not I was looking at an additional $400+ if the drilling in my foundation and the pipe could not be fixed. I was already out enough and this had gone on for 2 weeks and hours upon hours on the phone trying to get this fixed and my family needed the home to get back to normal. So as far as having an AHS warranty you will have to decide for yourself. Personally lesson learned.

Refrigerator went out. Scheduled service and the contractor was expeditious under the circumstances. Very pleased with AHS. I will recommend them to others!

Called AHS several times for the same problem. They use fly-by-night repair services. One of them was Alfa Appliance. Nice kid but terrible English. He was from Burgeria, bless him. But I could barely understand him. And he took frequent smoke breaks in front of my house. In the end, after several visits, I’m going to have to buy another machine. I don’t EVEN want them back. I don’t EVEN want to make them buy me a new machine. I’ve wasted enough of my time. No more warranties for me. I want to move on with my life!

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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