American Home Shield Reviews

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!!!

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!

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

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.

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.

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.

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!

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.

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.

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.

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.

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.

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.

My refrigerator stop cooling and then we call and they set up a appointment and no one show up, So we call both companies to see what happens, Knowbody could tell us why know one show up. it took a week for someone to come out, then they told us it would take another week to get the part. When the part came in then we had to wait another’s week for them to come out. After 2 days it stop cooling again. W call home shield again and had to wait another week for another part to come in. Then finally they got the right part and put it in I haven’t had any more trouble. Terry at one choice appliance was great.

This company is beyond awful. You would not believe how badly they mess up the simplest things, and you are left waiting for weeks and weeks and weeks for a repair to a needed household item. It's like a saga with them...first they take a long time to come out....then they say you need 3 parts.....then the wrong parts come 2 weeks later....then they have you wait 2 MORE weeks for the right parts and a new appointment....need I go on? And they would rather spend more money fixing (and having you wait) than just replacing the item! And this is not just once, but a repeated experience. Save your money. Go elsewhere.

I've used American Home Sheild for 3 separate homes now, and I am very pleased with their services and their understanding of how stressful problems in ones' home can be.

SCAM! This company is unethical and rips off homeowners by contracting with unlicensed and sketchy contractors. We called to have our dishwasher repaired and they assigned us to an unlicensed company that has over 56 reviews, 1.5 stars, and multiple comments stating the company is a scam working with AHS. When I called to get another reputable company, they assigned another with low reviews and warnings of being a scam. At this point I have already invested hundreds of dollars as part of the insurance, only to find out it was not reputable. I was forced to cancel the service that I could not use and they would not waive the $ 44 cancellation fee. They are out for your money and that is it! Look up the BBB reviews for yourself to see this company is a scam!

My wife and I had an AHS contract two years ago. Experience #1: garbage disposal stopped working. Called AHS. AHS recommended plumber installed an inferior disposal with nowhere near the horsepower of the original. Only after we called AHS, did the plumber come out and replace the disposal with one of 'equal' quality. Experience #2: hot water started leaking the day before Thanksgiving. AHS sends out a plumber who tells us he can fix the H2O heater but will take FIVE DAYS before he can get parts. Instead, we called a local plumber on our own dime who had a new H2O heater installed that afternoon. AHS only gave us 1/4th of the cost of the tank which we had replaced. Experience #3: we had a leaking pipe under the sink in our master bedroom. The wood floor under the sink was wet. AHS sends out a plumber who insists there wasn't a problem. So, we called, on our own dime, a local plumber who quickly diagnosed the problem and replaced the leaky pipe. AHS is unreliable. Don't expect anything which breaks in your home to be repaired quickly nor properly. They hire contractors on the cheap.

first off I've been with American home shield for over 15 years i have 4 open contracts plus have always recommended to friends and family but last couple years there costomer service is horrible management has really failing grade now current issue is a AC condencer what went out company approved after a week repairs but it still cost me a little over $2000 above what's AHS pays I know I'm getting upsale ok freon not covered but there's so many other costs involved I know its costing more with AHS then without very angry I've been waiting for supervisor to call back and requested 3 times for a call you must understand I'm waiting on hold a hour plus I get a costomer service he verifise address email phone number and we get discontected this can't happen 3 times maybe once lost a hour plus on hold called back representative said has a note a supervisor will call back tomorrow I said I hope this is recorded and tomorrow is Sunday do you mean Monday no Sunday I've been waiting since Friday for escalations to get a understanding of all the extra fees involved to get my AC back cooling again my house is in the Palm Springs area Indio CA temperatures every day since AC went out is right near or a little over a 100 degrees I hope this will reach management you took a 5 star rating and ruining a good company if I'm upset and being loyal because of past years people will not put up with this and should not have to its a paid membership lets get a clear understanding I'm so angry I'm going to have a contract lawer review my original contract I know Im not being treated fairly Service Master Holdings needs to step up on there management skills

Always inconsistent with Plans. Bills says one thing and the site another. The online site nor does the printed bill reflect the payments and the total amount of the plan. Customer service sucks. I'v even reported them to the BBB.

We have had the ABSOLUTE WORST EXPERIENCE with this company.... they are quick to take your money but in a few of our situations we have been sent some very poor rated companies to come and try to fix our problems and when these companies come out they are here a couple of minutes, fix what they think is the issue and then guess what.... within a couple of hours we’re back to square one. Ex. Our refrigerator went out and we called to have repaired they sent a tech out and he could not fix it because of fridge being under warranty (understandable) they did not want to touch it. So the tech tells us I’m gonna call for an LG tech to come out, we wait another week a tech comes out and he can’t fix the problem either because he’s not an LG tech. He calls customer service to let them know and they stated they would send another tech, week later here comes another tech who was told by another tech what the problem was, tech comes out can’t fix our problem and we go over a week waiting for parts. During this time mind you it’s been over 3 weeks without a cooling refrigerator which means everything we purchased during this time of pandemic has SPOILED. Did AHS even offer some type of credit or maybe even a freakin gift card for all the hassle we’re going through....NOPE!!!! That’s just one recent experience... This Monday our ac went out called AHS they sent someone out 2 days later the guy comes out he’s here for 10 minutes says it’s fixed, he just had to line up the fan and something else. Later that night guess who’s sleeping in a 85 degree home... US!!!! Call AHS to have the man come back out, and of course they say the same things over and over like robots and there dispatching someone again... we have been waiting since yest. For the same tech whose reviews are HORRIBLE to call us and nothing.... but hey it’s not sweat off AHS back they got their money.... smh

Waste of money and time stay away, we have a plumbing cloggage, to send a plumber they charge us $100 then the plumber said need $900 to instal cap on the pipe to clean it and that not covered by the warranty, I told him by the phone that there is a cap we paid for that 5 years ago so he didn’t come back, I called American Home shield told them that they said we can send another company but if it same report we will charge another $100 so I agreed since I’m far and the family living there, they sent another company the cane with a completely different report that we have a broken pipe in the backyard and this not covered for sure so they need $3500 for it, so I also didn’t agree with there diagnosis and found company on google was available to come and they found the cap they use they snake and open the pipe, the company I brought they charged me $400 to open the pipe which this covered by my warranty and American Home shield refuse to honer there policy. Court is only way to stop this scam...

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.