American Home Shield: Read 34,871 User Reviews From Real Homeowners

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Kat Austin, TX

We have been paying American Home Shield a monthly premium for 6 years. We purchased a Model Home 6 years ago that was 10 years old and the warranty came with it, so we continued. Even though the appliances hadn't really been used, they were still 10 years old so we thought it was best to keep a warranty in the event of something catastrophic happening. We have had a couple of small air conditioning repairs and old breakers replaced....which is interesting to note...even though all the electricians that AHS have sent out have said we have old style breakers that all need to be replaced, AHS will only cover them as they go out and cause us a major inconvenience and we pay the $75 service fee, but that is not why I am here. Last week I heard a sound coming from my garage that was very loud. It sounded like an animal was trapped in my water heater. We called AHS they got someone out who said the Water Heater is 15 years old, it has sediment built up in the bottom and it needs to be replaced. For four days we followed up with AHS to find out when they were going to authorize the replacement...haha. We kept being told it was "under review". They would have an answer in 24 hours. We followed up everyday. We asked for a Supervisor to call us. Finally on the fourth day, I demanded to know what was going on. I was hung up on multiple times. I was told they had no notes a Supervisor was to call us. I never got ugly or used curse words with the agents, I just said that I refused to hang up until I spoke with a Supervisor or someone that was reviewing our claim. After Forty minutes on the phone the agent hung up on me. We called back, finally got to a Supervisor (unlikely) who was completely rude and promptly told us, it would not be covered. I am currently a Supervisor for my City and our agents are advised if a customer asks to speak with a Supervisor ...YOU SAY YES...of course you try to help but if they want to talk to a Supervisor now, you find one! I have never been treated so poorly by any organization in my life. Buyer Beware if you have a problem...you will not get assistance through this company, there is no disputing whatever they decide, there is no one that will help you. You will speak with an agent who will refuse to let you talk to someone else. It is HIDEOUS how they treat their customers. We are currently shopping for a new Warranty co. And I am not buying these replies that AHS is leaving on these reviews. If you really are trying to resolve these problems then follow up with how you did. Not leave some generic statement that you will be happy to speak with me about it. That sounds like he same BS I was given over the phone. I am not done filing complaints...trust me.

6 years ago

Reply from American Home Shield

Good evening Kat,
I hate to hear that you have experienced some trouble with American Home Shield and the customer service department. I would be glad to speak with you and reach a resolution to get the water heater repaired.

Nov. 4th, 2019

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Georganne Voyles Sarasota, FL

Worst customer service EVER. This company is set up to profit, which means, they do not pay out, and will look for every excuse not to. Within two years, they "replaced" my evaporator coil twice, and when it broke the third time, again only offered replacement of the part, not to replace the 12 year old unit. Instead, I opted for the cash out of $690, but ha, ya, umm.. of course they every excuse not to pay this. Did I mention that every time they replaced the coil, I had to pay $600 out of pocket for freon, in addition to the $125 service call? Wicked scammers, this company. You are so much better off paying for repairs out of pocket. Save the premiums and bank them to cover repairs the right way.

6 years ago

Reply from American Home Shield

Hi Georganne,
I hate to hear about your most recent experience to have the AC system repaired. I would be glad to speak with you and get the issue resolved.

Nov. 5th, 2019

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Calvin from Southeast Texas Sulphur, LA

I had American Home Shield for a little over a year. My AC was giving me trouble and not cooling properly. I called and asked American Home Shield if a leak check would be performed. They said yes only after the second call there was the initial call but for them to come back out was the second call out. They use the company called JMorgan AC from Groves Texas. That company is a joke. First off to become a service member, the people who actually work on your home, you have to accept an insanely low amount to be paid out. I would have saved a ton of money by not having American Home Shield. The company they supplied to repair my AC in no way reached out to me to let me know what was going on with my house. They never performed a leak check after four times coming to my house to service the AC. American Home Shield is a scam and it should be illegal along with all the other Home Warranty companies. They pray on individuals that may not have the funds necessary to repair their home. The cost of my AC call out was $175 it would have been cheaper to hire a local AC company to check out my AC. If you like being scammed and throwing your money away two vultures then please get American Home Shield. But if you don't stay away from AHS.

6 years ago

Reply from American Home Shield

Hi Calvin,
I hate to hear about your most recent experience and the delay in service to have the AC system repaired.. I would be glad to speak with you and get the issue resolved.

Oct. 31st, 2019

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Ron H. New York, NY

In November 2019 I contacted AHS about my heat not working. They sent a contractor whos said my heat exchanger was bad. They ordered another heat exchanger and a month later they came to replace it. When they took the unit apart they said it didn't need replaced just repaired so they didn't replace it. April 2021 it stopped working again. They sent another contractor out and they said it did have a hole in it which placed my family in danger of carbon monoxide poisoning. Now AHS says they won't pay to replace the heat exchanger because it's inaccessible. THE UNIT IS OUTSIDE! It could be the contractor is full of BS and don't know what they're doing. It wasn't inaccessible for the first contractor so why is it in accessible now? Getting in touch with someone at AHS has been nearly impossible.

6 years ago Edited September 14, 2021

Reply from American Home Shield

Hi Ron,
Your scorner about the delay in service are understood. I would be glad to speak with you and assist with a resolution to have your heating system repaired.

Nov. 1st, 2019

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Craig Metheny Placentia, CA

My AHS home warranty was provided to me by the seller of the house. The purchase of the AHS contract was handled through the escrow company. AHS provided a written quote for the warranty to the escrow company. The escrow company paid the quoted price. Then, the warranty agreement was issued, but the agreement price changed to an additional $150 from the quoted and paid amount. Now AHS is saying I can't use the warranty because there is an outstanding balance of $150. I have tried to call them numerous times. The calls always get sent to an out-of-country call center where the people are completely unable to assist me or deal with this issue. I asked if I could send a copy of the order confirmation to them, but there does not seem to be a way to do this. Bottom line is that AHS did not honor their quoted price and is trying to extort an additional $150 from me and refuses to provide the warranty service that was paid for.

6 years ago

Reply from American Home Shield

Hi Craig,
I understand your concerns with your account and the $150 charge. I would be glad to look into the charge and discuss your experience.

Nov. 1st, 2019

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Adam Phoenix, AZ

I initially made a service call on my refrigerator on 8/16/19. A technician came out, found an issue, ordered a part, and then came back to complete the repair. The part ordered did not fix the problem and a recall request was made within the 60 day timeline that AHS offers, on 9/8/19. The same technician came back out and ordered a different part, however my refrigerator began working again so the technician had me hold off on completing the repair. I was assured by the technician as well as AHS that my 60 day recall period starts from the date that the technician was last at my home since it should be a 60 day recall period from the time when the serviced item is working again. The fridge then stopped working again and I made a recall request on 10/24/19 which AHS informed me was covered within the 60 day recall period and the same technician came back out to my house on 10/28/19 to do another repair. Guess what? The fridge stopped working the next day. AHS is now saying that I can not do another recall service request because I am no longer in that contract. It was always explained to me that regardless of if my contract is over or not I still have that 60 day recall period. Additionally, my contract expired on 9/12/19 so if what AHS is saying is accurate than why would they have allowed the recall service request on 10/24/19? And customer service over the phone says they can't help at all and there is no manager to talk with about this. This is one example of why I cancelled my new contract with AHS.

6 years ago

Reply from American Home Shield

Hi Adam,
Your concerns are understood regarding the delay in service to have the leak repaired. I would be glad to speak with you and get the issue resolved.

Sep. 9th, 2019

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Debbie Watson Charlottesville, VA

My fridge died, and I called AHS immediately. Ten days later, I had spent more than $100 in ice to live out of coolers, and my fridge was still broken. By then, two separate contractors had come out and recommended replacement, but AHS insisted on more testing to diagnose the exact location of the leak. This would have taken an additional one to two weeks, which meant we would have been without a working fridge for weeks. I have two young children and no backup fridge--this was out of the question for us. I bought a new fridge, hoping AHS would reimburse me. They have not. When I call and ask for a manager, the rep tells me time and time again that a manager will call me back, but no one ever does. If I ask to stay on hold until a manager becomes available, I wait and wait, and eventually am told the manager will call me back. I have emailed the claims department twice, and have never received a response. AHS is a scam. I paid for the service for three years in the event that a major appliance--like my fridge--went out. Now that it has, it's clear to me that AHS will not stand by its promises.

6 years ago

Reply from American Home Shield

Hi Debbie,
I hate to hear about your most recent experience and the delay in service to have your refrigerator repaired. I would be glad to speak with you and reach a resolution.

Oct. 30th, 2019

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Matthew Clark Athens, GA

I bought my house July 31st, Since I have moved in I have had American Home Shield out to look at several issues. The first issue was with my Air Conditioning Unit and they told me they would call me to schedule to have someone out, I late found out from me calling them that they took the liberty of just scheduling without verifying anyone would be there. I work as a low voltage technician and I already knew what the problem was however they technician proceeded to tell me it was a backed up line and that he cleared it. I let this go since i had no out of pocket and I decided I would pay another company on my own to ACTUALLY fix the issue which was with the motor itself and a couple of control parts. Anyways the claim I am currently stuck with was bad. We are on septic and the toilet backed up into the house, so I called them to get someone to come and look this ended up leading to a process that has taken over a month and has cost me 2000 dollars out of pocket. I found out I don't have a traditional septic system in my house I have a Clear Water System. So I went to the contract I signed with them the contract clearly states that they will only cover 1 septic tank pumping in a contract window and they will not cover to replace a actual tank. I was fine with those clauses however it said that the rest of the septic system was covered the Septic System Ejection Pump Which has 4 floats that come with it. We basically found out the system was never set up properly so I had to have 2 more 1500 gallon tanks pumped and to have a Atu Blower and timer replaced. So I called american homeshield and they are telling me that the verification department said it would only pay for the pump and 1 tank pumping. I was fine with the tank pumpins coming out of pocket, but the other parts in the septic system they are telling me they will not cover and they said that no one can speak to this department. I had called 15 times over the course of this 1 month and each call has been over an hour and still no result. The PROBLEM is fixed because of MY MONEY. American homeshield is doing everything in their power to get out of covering this issue. When I called in they transferred me to a supervisor who proceeded to say it is my fault and that they can not get the same report that the plumbing company gave them from their own verification department because no one can contact that department, so logically I asked to speak to her boss because she seemed to have no reasonable answers and she told me she wont give me her boss. It wasn't until I threatened to file a complaint against her that she got her boss on the phone. Her boss did at least give a partial answer and told me that she can't get me reimbursed for my out of pocket expense until they get the official diagnosis from the plumbing company who they already had gotten it from and refused to pay for the issue. This company has no interest in helping its customers in any way I am out 2000 dollars and there is no indication that this will ever change. I called 4 days later after she emailed the plumbing company and they are still telling me they havn't received the report. From this experience I honestly hope that there is a governmental committee that opens to oversee these businesses. This business model is evil and is solely there for a cash grab and to help their contracted companies sky rocket prices so they can eat more of your money out of pocket. I hate this company and hope they go out of business, be warned DO NOT DO BUSINESS WITH THEM. They will give you the run around and inevitably steal your money.

6 years ago

Reply from American Home Shield

Hi Matthew,
Your concerns are understood with regard to the septic issue and your AHS coverage. I would be glad to speak with you and reach a resolution.

Oct. 29th, 2019

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Michael Belcamp, MD

PLEASE READ!!! If you’re thinking about signing with AHS/or even if you already are...do yourself a favor and find coverage with another company. I’m not going to bother getting into the details of the 3 claims we have made with AHS, but only to say that this company WILL DO ANYTHING to get out of paying your claim..I mean anything! As least research what you are getting into(like I should have) BUT UNDERSTAND THIS!!! You were warned!!! So don’t cry after the fact. “Oh they were probably just one bad case “ seriously? Do you really believe that my life is so empty that I don’t have better things to do then TRY to help others not get into the same situations I have? Lol all I can say is that you were warned Something else that you might want to keep in mind is that aside from ANY problems you may have with the company itself, ANY CONTRACTORS sent to your home will be picked by ASH...not you! This means that they are the cheapest of the cheap...the lowest of the low when it comes to ratings and service. These are people you would not normally LET IN YOUR HOME! But this choice is taken from you...just because someone has a license doesn’t mean they SHOULD HAVE ONE...they have only the interest of AHS in mind, NOT YOURS!!!

6 years ago

Reply from American Home Shield

Hi Michael,
Your concerns regarding your American Home Shield experience are understood. I would be glad to speak with you and address the issues that you have experienced.

Oct. 28th, 2019

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Rebecca B. Greer, SC

I will NEVER use this company again! We called AHS right away when we realized late September that the air conditioner wasn't working in our downstairs unit and scheduled for someone to come out. The first company never showed, so we had to schedule another, when they came they said it was freon and charged us an extra $100 on top of the AHS service charge fee. We quickly discovered after they left that that did not fix the problem. We called AHS back to reschedule for someone to come back out and to have someone take a look at the other unit which at this point had also gone out. Fast forward 2 weeks we were still waiting for someone to come look at both units. Several times we had scheduled for AHS to send someone out and the companies would say that they came by and we were not home, or would call once and close the work order because they missed us. (Several times I called back within mere minutes! My husband and I BOTH work from home - multiple times companies said they came by but we knew for certain that they did NOT.) At this point it was mid October and we started to need heat rather than cooling - we then discovered that not only was the air conditioning not working in the units but also the heat wasn't working in either unit!!! So we called AHS and complained that we were STILL waiting to have the issues fixed in both units. They scheduled for someone to come out, again more cancellations and no shows. We are now 4 weeks without heating and cooling in our home! We finally had 1 company look at one unit a few days ago and they told us that it needs a new motor which they are ordering. But they said only 1 unit was on their work order so they couldn't look at the other unit for us!!! We scheduled and finally had another company come out to look at the second unit today. They said it needs a new board and that AHS would have to take care of ordering and having that replaced, the man said he would do something to the unit to keep the fan blowing so we could still use the unit. However, we mentioned as he was leaving that the thermostat (which is a Nest) now says it has no power running to it. He said he doesn't know how to use a Nest thermostat and we'd have to figure that out ourselves! It had power to it before they came, so I have no idea why it doesn't now. And what heating and a/c company doesn't know how to use a nest thermostat?! Don't they work with all kinds of thermostats for a living??? So here we are a month later and still hoping we might one day have heating and cooling in our home again! This has absolutely not been worth the trouble. Time to cancel with AHS and hire a REAL company to fix the problem!!!

6 years ago

Reply from American Home Shield

Hi Rebecca,
Your concerns regarding your most recent experience are more than understood. I would be glad to speak with you to reach a resolution with the delay in service to repair the air conditioner systems.

Oct. 28th, 2019

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Sarah Reader Blythe, CA

I purchased a home 3 months ago and so far have placed to claims in with AHS. The first ticket was for a pipe leaking in my wall. The plumber came and was able to stop the leak after putting two decent holes in the wall. Glad it’s not leaking but AHS offered me $120 reimbursement if I use a vendor I find myself. I live in a remote area and if their large team with full time employees can’t find someone to patch walls at that rate, what is the chance I can? Zero! Next is my water heater went out. I’ve gotten what feels like an endless runaround including a vendor that gave the wrong info leading to wrongfully declined claim, waiting for weeks for a 2nd vendor, dozens of calls that drop at their call center, learning that my authorizations were cancelled with no notes as to why, etc. I called a plumber that’s less than a mile away and found they ARE contracted vendors BUT they refuse to assign this vendor for no reason. I’ve been over a month without hot water. It’s crazy to receive such poor service. Seems like they can’t honestly deliver and they short change their customer base by making delays and hassles leading people to just pay out of pocket. Lastly, they add expensive “modifications” to complete the work which you have to pay out of pocket. The modification is not legit for my home/area but seems like that’s how they offset the expense. It’s horribke to spend $600 and later learn that you have been scammed out of your money because they can’t make good on promises.

6 years ago

Reply from American Home Shield

Hi Sarah,
Your concerns regarding your most recent experience are more than understood. I would be glad to speak with you to reach a resolution with the delay in service to repair the hot water heater.

Oct. 28th, 2019

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Shawn Wolfe Denver, CO

I have a 1893 Victorian, and with the house being that old, I thought this insurance would be a good idea to minimize future costs. Boy, was I wrong. I've been a customer since 2013. In my account, I can only see the last two years, but during that time I can see that I have had no requests for service that resulted in anyone actually visiting my home. In that two years, I've paid $1200 in monthly fees, and received no service. Fast forward to today, and I have now been without hot water for eight days, with no installation of a new tank scheduled. The plumber blames AHS and AHS blames the plumber. Nighttime temps are now dipping below freezing and we can't even wash our hands. Half a dozen calls (almost every day) to AHS and multiple texts to the plumber have resulted in nothing. Evidently, with AHS not even the squeaky wheel gets the grease! Long story short, I don't think it likely that you will ever come out ahead with this "insurance." And if by chance, you ever do have to use it, be ready for a ridiculously long wait for repairs. So long that you'd rather have never had AHS and could just call a plumber and get the issue resolved in a timely manner. At the end of the day, it would have cost me the same or less to not have AHS, and I'd be taking a warm shower right now... I strongly advise against this company.

6 years ago

Reply from American Home Shield

Hi Shawn,
I hate to hear about your most recent experience and the hot water tank that needs to be repaired. I would be glad to speak with you and get the issues resolved.

Oct. 23rd, 2019

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Lavette Shrem Randolph Township, NJ

American Home Shield is a disaster to work with. This is especially true with large or expensive items such as HVAC. We still had to pay thousands of dollars out of pocket, but use the vendors they are affiliated with who are rated F by the BBB. It took 2 months without AC until new units were finally installed. Once installed they are still not working properly. They will not return my phone calls and AHS has proved useless. Months have gone by and no one is able to help us. They give you no number to call if there is a problem- you have to wait hours and talk to someone new who isn’t aware of the situation and start the process all over again. They should be ashamed of themselves.

6 years ago

Reply from American Home Shield

Hi Lavette,
Your concerns regarding your most recent experience are more than understood. I would be glad to speak with you to reach a resolution with the delay in service to repair the air conditioner.

Oct. 21st, 2019

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Mark crites Woodland Park, CO

Still trying to get my oven repaired since August 1st. Only thing I’ve gotten from AHS is another “past due” invoice for a service call. I paid the first $75 service call fee, repairman left and when I tried to use the oven, it still will not work. They have closed the work order and now want to bill me for another service call before they’ll send anyone out. I did not renew the contract, as they have not honored their liability. They’ve offered me $175 to go away. Oven was covered under their warranty and I am going to have them replace it if it can not be fixed. They are now estimating November 5th before they can attempt to repair it again. I’ll have been without an oven for over 3 months. My only option is small claims court, which I will pursue out of principle. This company sucks. What’s funny is that some anonymous hack from AHS will respond to this, saying that they are sorry and that they’d like me to call them to get this resolved. That’s total bs. I have called, repeatedly. How can a company legally continue to operate with this many people complaining about the outright fraudulence?

6 years ago

Reply from American Home Shield

Hi Mark,
I hate to hear about the delay in service that you have experienced to have your GE oven repaired. I would be glad to speak with you and get the issue resolved.

Oct. 2nd, 2019

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Eva Gilder Deatsville, AL

I called AHS a month ago to get my toilets fixed in both my master and guest bathrooms. They told me we had to pay for the service before the technician came out. This was a new policy that we have never heard of or had to do before. I paid for it and the technician came. He replaces a $1.99 stopper in the guest bathroom and did nothing to the master bathroom. However, he collected the $75 that day. He told my kids the master bathroom toilet is cracked, and the guest bathroom was fixed. He also stated that both toilets would have to be replaced and someone will call me. Unfortunately, the guest toilet was worse than before he came now, we must flush it two to three times to drain it. The master has no changes at all. I called AHS a day later and told them the issue was not fixed but worse in one bathroom and the other one was not touched. They stated that they spoke to the technician and heard his recommendations and is waiting on his invoice to come. Well this was a month ago and now $13000 worth of water damage in my bathroom since. I have called AHS every week for an update, but I keep getting the same lie every time that someone will review my claim in 24hr and will call me back. One guy told me to call back instead of them calling me. This has been a nightmare for my house. We have replaced the damaged floor and are considering legal consult at this time. I have informed all my friends on social media and all my 300 plus neighbors in my subdivision of the poor customer service, awful technician skills, and terrible handling of this issue. Anything to stop people from falling into this same awful pit called American Home Shield. Don’t walk, RUN as fast as you can.

6 years ago

Reply from American Home Shield

Hi Eva,
I hate to hear about your most recent experience and the secondary damage that was caused by the leak. I would be glad to speak with you and get the issue resolved.

Oct. 17th, 2019

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CAG Glenview, IL

After numerous phone calls and emails, the deplorable service by AHS has led me to this review.to sum it up..1) I had a service issue with a water heater, a main component in my house. it was leaking and gushing water!! 2) AHS provided a service provider that COULD NOT complete a inspection or work in a reasonable amount of time. I called the provider they were sending, 2 weeks to repair the heater was what I was estimated by the provider before he even came to my house 3) AHS refused to change the provider and assign a new one 4) forcing me to get the hot water heater purchased and installed on my own in order to...HAVE HOT WATER for a family of 4 with children and not wait over 2 weeks that the service provider estimated 5) I CALLED AHS to cancel within my 30 day money back guarantee because AHS was not able to provide the service that they claim to provide 6) When I called, the customer service rep said if I sent the receipts that they could reimburse that way, they said it would take 2-3 weeks 7) I told them it would take me out of my 30 day money back guarantee window and the rep said it would get extended 8) AHS denied my CLAIM, I Cancelled my insurance 9) I am out of pocket over $1000, and NOW because of your horrible service, horrible customer service EVERY STEP of the WAY, you now want me to pay an ADMIN FEE 10) let's add that EVERY single customer service rep was rude and condescending, some lied about what I was suppose to get, most didnt even care about the service I was trying obtain. YOU CAN NOT CLAIM IT IS IN THE CONTRACT IF YOU PROVIDE HORRIBLE, NEGLIGENT AND POTENTIALLY FRAUDULENT SERVICE.

6 years ago

Reply from American Home Shield

Good morning CAG,
I hate to hear about your most recent experience to have the water heater replaced. I would be glad to speak with you and discuss your experience regarding the non covered cost and cancellation.

Oct. 16th, 2019

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Linda Anthony Rockwall, TX

I submitted a claim for a plumbing leak. The plumber told me my non cover charges were $375. I asked what exactly was covered and what was not covered and he said they don't cover modifications. Since they are replacing the brass with PVC he said that was a modification. They said AHS would call and tell me, . They did not so I called. I was told by the first person at AHS it was because they were making modifications. I was pointed to section I(f) where it says if it is a modification due to a defective from the consumer protection agency...which this was not. It was a simple plumbing leak. Then I was told it was still under review and I would get a call. That didn't make any sense when I was told the determination. I did not get a call so I called back. This person told me the $375 dollar charge was because they had to go through a wall and the contract says it only covers $1000 and that was the amount over $375. It is a shower wall and one piece of tile needed to be removed. That does not cost $1,375. I paid that to tile my whole bathroom. Then I told that person that the other person said it was a modification. In other words if you call they will just talk in circles, refer to the contract and they don't really tell you the exact charges and what is covered and not covered. I also tried to get a breakdown from the plumber and they say they don't have it either. I asked AHS for a breakdown and they said they would have to check with accounting to see if I could get it. As far as I am concerned it is a scam. I do not recommend nor will I renew. Glad this happened when it did or I would have renewed next month

6 years ago

Reply from American Home Shield

Hi Linda,
I hate to hear about your most recent American Home Shield experience and the non covered cost to complete the repair. I would be glad to speak with you and reach a resolution.

Oct. 16th, 2019

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Marcia E Holliman Portland, OR

First of all the call centers should all be in the U.S, where people know what kind of product you are talking about, no where you repeat yourself several time and you end up telling them ok that is what it is, very frustrating.

6 years ago

Reply from American Home Shield

Hi Gil,
Your concerns are understood about your most recent service request and the repairs that were not completed on your air conditioner system. I would be glad to speak with you and discuss the issue to reach a resolution.

Oct. 10th, 2019

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Thomas Stowe Enterprise, AL

I submitted a claim to have my A/C repaired and A+ MAINTENANCE SERVICES CO.,INC 237 Tyson Rd, Dothan, AL 36301 was assigned for the repairs. The tech can out and did not diagnose or address the issue at all. I called AHS and complained, and the operator did not speak great English, transferred my to a supervisor, and then they hung up on me. It seems that this is an unprofessional company who sources the lowest grade service companies to do the work. Worst warranty I have ever had, and someone should read the Google reviews on A+ maintenance, there are lots of complaints and AHS is not supportive.

6 years ago

Reply from American Home Shield

Hi Thomas,
I hate to hear about your most recent experience to have the air conditioner repaired. I would be glad to speak with you and reach a resolution for the repairs.

Oct. 10th, 2019

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Bill K Camas, WA

American Home Shield has delivered to me an extraordinarily poor customer experience. They sent out a contractor to fix my refrigerator which they proceeded to make worse according to the next contractor they sent out to fix the poor work that the previous contractor accomplished. I then received a note scheduling the original contractor to come back and fix their problem but they refused to fix it according to AHS. As of now, I have parts still not replaced on my refrigerator and the same problem. If I could pick another home warranty company, I would. American Home Shield is the worst warranty service provider I have ever had the misfortune to deal with. Given a redo, I would have avoided AHS even if they provided their service free.

6 years ago

Reply from American Home Shield

Hi Bill,
Your concerns regarding your most recent experience are more than understood. I would be glad to speak with you to reach a resolution with the delay in service to repair the refrigerator.

Oct. 7th, 2019

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T.H. Hillsboro, MO

What a terrible organization. The compressor, along with other aspects of my AC system went out, (breaker melted to the house) and the out of pocket was gong to be upwards of $1,000. I asked for a second opinion and again, it is clear I need a new unit (existing unit is almost 30 years old). So AHS is going to find some old or used part for my aged unit and charge the rest to the consumer. Why do I even have a policy? I will be cancelling this contract after this mess is over and I have already contacted my attorney. AHS is now doubling my out of pocket because I requested a second opinion. THIS IS COMPLETELY UNETHICAL. STAY AWAY!

6 years ago

Reply from American Home Shield

Hi T.H.,
I most certainly hate to hear about your American Home Shield experience and the issues that have occurred. I would be glad to speak with you and reach a resolution for the air conditioner that needs to be repaired.

Oct. 3rd, 2019

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Alethia Tampa, FL

Horrible! I had a service call for a kitchen sink stoppage. Usually when it can't be unclogged from under the sink it has to be unclogged from my main drain which is on my roof because my home is an older home. He refused to do that although I told him they have done it before. I called AHS and they said they had to wait for the plumbers report and would call me back. The plumber went to his truck and came back and claimed he could not get AHS on the telephone and tried to sell me a $300-$500 service in addition to the $100 deductible that I paid already. And my sink is not repaired!!!!! The exact same thing happened in my previous service call except that technician tried to sell me a $6000.00 service and he didn't complete the needed repair either yet I was charged my $100.00 service fee. This seems to be the routine with American Home Shield and their contractors!!!

6 years ago

Reply from American Home Shield

Hi Alethia,
Your concerns are understood regarding the noncovered cost tor repair the stoppage. I would be glad to speak with you to discuss the issue and reach a resolution.

Oct. 2nd, 2019

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Aaron Johnson Hampton, VA

1. In May 2018 my AC unit outside was frozen so they told me the 1st visit leave it off for awhile to thaw out then try again. The 2nd visit they said i needed a new air handler inside which i had to pay 1500 out of pocket in which 500 was for freon ( unit was 4000 dollars). 2. In May 2019 the AC unit outside was frozen again so they said i needed freon so i had to pay 500 out of pocket for 4lbs of freon at that time the company said i had no leaks. 3. In September 2019 the AC unit outside was frozen again and you need freon and you have to pay 500 dollars again for freon. I was like why I just got freon in May and you said i had no leaks. The company now said they THINK keyword is THINK i have a leak in the pipeline so I have to get them access to the whole pipeline in which they don't provide so i had to call another company. New company said i have to pay 800 out of pocket to remove my kitchen cabinet, cut to wall open, cut open my ceiling and to reinstall everything after the leak check is completed so I am upset because I have to do all this for for a remember I THINK you have a leak there so i disagreed and called AMERICAN HOME SHIELD to complain and all they could say was they have to gain access and i was like really for a i THINK there is a leak there. If it was i know there is a leak there then no problem but not for i THINK so i decided to get my own a opinion from another AC company. 4. This AC company comes and run there independent test and said the outside AC unit had a leak at the valve ports and other leaks and it needs to be replaced for 1250, i asked was there a leak in the pipeline and they said no so i got them to replace the outside AC unit because I was tired of my tenants keep calling me about no AC 94 degrees in the 2 story house with children because it has been over a week now. 5. I called AHS to explain and tell them what I was going to do and the only reply was sorry we can't help you because you got the new company. Wow this whole ordeal is disheartening because in 16 months i have paid about 4400 hundred dollars out of pocket for an frozen outside AC unit this includes 60 .99 a month and 5 fees of 75 for coming. This is not fair AHS should pay all of the last 1250 fee or atleast half. I have the on 3 properties and 7 other friends that have them because of me. I THINK we may drop them now!!!! The AC is cold now inside the house!

6 years ago

Reply from American Home Shield

Hi Aaron,
I most certainly hate to hear about your American Home Shield experience and the issues that have occurred. I would be glad to speak with you and reach a resolution for the air conditioner that needs to be repaired.

Oct. 2nd, 2019

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Sara Snatchko Pittsburgh, PA

First of all, they renewed my contract at a higher price without ever contacting me. Secondly, they sent a contractor with an "F" rating with the Better Business Bureau to my home. This is the second time they suggested a repairman with an "F" rating. When I refused to use this contractor, they only offered me $435.00 for a water tank and installation, which is less than I would have had to pay their crappy plumber out of pocket. (He wanted $450.00 for 'modifications.' The plumber I hired on my own is charging WAY LESS for what is basically the cost of installation) They refuse to give me an itemized explanation of why they're only giving me $435.00 for a job that will cost me over $1,000 to complete. Horrible, rude customer service! I asked to speak to a manager and they transferred me back to the switchboard. Twice. RUN! from this company!

6 years ago

Reply from American Home Shield

Hi Sara,
I hate to hear about your most recent experience and the AHS contract renewal cost. I would be glad to discuss the issue and reach a resolution.

Oct. 2nd, 2019

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Ali Hasan Las Vegas, NV

They know how to collect money but never fix or reimburse your cash-out. Had a slap pipe water leak, they sent contractor and charged me right away - The contractor told me they need to break slap, fix leak then put things back. Now the leakage is going on. He told me AHS will call you to discuss the process and I was I just need it be fixed ASAP. They didn't respond in 5 days. I called the contractor and he mentioned they sent the report and AHS should have called me already - I waited next day and I called warranty, they said they are waiting for the report. I told them, contractor sent you report already and they got mad. Anyhow, waited more days they called and offered some money but it is a lot and they cover less than 30% anyhow, I went ahead to fix it with another contractor for a lot less. Their customer care were lying and saying 700000 different stories and wait and wait. I haven't received any money and they sent an over charging contractor. I just called and they rep told me 3 different stories about my case so I requested to terminate my contract since it is a one way benefit I had to wait for 10 minutes and couldn't get this done yet. If it is an authentic company with good attention they should have online forms for requesting cash-outs and contract terminations, etc. just similar to the ones they have for service request and auto payments. Rather than leaving us with between representatives lies and misleading. Bunch of thieves and can't comprehend how they are still in business

6 years ago

Reply from American Home Shield

Hi Ali,
I hate to hear about the delay in service that you have experienced to have the water leak repaired. I would be glad to speak with you and get the issue resolved.

Oct. 2nd, 2019

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MaryAnn Topeka, KS

Requesting service was easy online! The plumber assigned was one of the top five in our city. I was very pleased. We are very happy with our AHS home warranty!

6 years ago

Reply from American Home Shield

Hi MaryAnn,
I am pleased to hear that you found the online portal easy to use. I hope you continue to enjoy American Home Shield and the contractors we provide!

Oct. 2nd, 2019

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Craig Glenn Huffman, TX

Can I give a negative review. What a joke. DO NOT WASTE YOUR MONEY ON AMERICAN HOME SHIELD. They are absolute crooks that provide zero, ZERO, service or value. HVAC is supposedly a covered system and then when my zoned system quite working and I pay $75 for the service call the tech comes out and finds a motorized zone damper is not functioning. American home shield says that’s not covered. Can’t tell me why other than that’s not covered. Ask to speak to a supervisor and you get the “well call you back in 24 hours” oh wait it’s Friday so we’ll call you next week. In the meantime no AC unless I pay out of pocket! What a joke. I am filing with BBB and contacting an attorney. Why spend the money on an attorney when it only a few hundred bucks well it’s The principal of the matter now!

6 years ago Edited September 14, 2021

Reply from American Home Shield

Hi Craig,
Your concerns are understood regarding your most recent American Home Shield experience. I would be glad to speak with you about the replacement and delay in service.

Oct. 1st, 2019

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Sarah Kerr St Louis, MO

I would absolutely NOT recommend AHS to anyone. We have been dealing with a claim since 8/19 and currently (9/29) it is still not resolved. We had a leak from and upstairs bathroom. The technician they sent out opened up the ceiling in the room below to try to figure out where the leak was coming from. He could not gain access from this point, so he went back upstairs (where he should have started in the first place) and gained access from the wall behind the shower. He was able to make the necessary repair. When he left he said he would keep the claim 'open' so that they could come back out to repair the drywall. When I called AHS to set up this appointment, they said the case was closed and they couldn't do anything.. leaving us with large holes in our drywall in two different locations in the home. We finally got the issue escalated and after days waiting and hours debating on the phone, we were able to have another company assigned to make the repairs. We were told the second company would reach out to us to schedule the repair... A week later we still had not heard from them, so we called them directly, They said they didn't have a work order from AHS. I called AHS back and again, after much time wasted on the phone, finally got it sorted out. When the company called back to schedule the repair, they couldn't come out until 4 days later.. at 6pm on Friday the 13th. The guy came out, did about 1/3 of the repair work (which was done improperly-- chipping and flaking off), and said he had to leave and finish another day. He only availability was the NEXT Saturday, the 21st. During the week leading up to the 21st, he called and canceled, saying he could come the NEXT Saturday, the 28th. The morning of the 28th he called and said he couldn't make it. At this point, I called AHS back again.. spent over 4 hours on the phone with them trying to figure out how to handle the situation. Each person we spoke with gave us a different answer- none of which made any sense. "there is nothing we can do but reschedule again", "we can close the claim", "you can pay another service fee for a new contractor" and many other responses which sounded as if they were being read off of a script. Finally, my husband was able to speak with someone who was slightly helpful, we thought (we later found out was actually just telling us lies to get us off the phone). He said he would send someone out the next morning to make all of the repairs and he specified that the work would be done to get the wall and ceiling back to the original condition. We agreed to this and waited for the worker to come out the next day (today, Sunday the 29th). At this point we have wasted many hours on the phone, had two inaccessible rooms in our home for nearly 6 weeks, and have spent our entire weekend sitting at home either waiting for a worker to show up, or being on the phone with AHS. When the worked started to pack up and leave, we asked when he would be coming back to finish the work (sanding and painting) and we were told that he would not be performing those tasks, and we needed to contact AHS. We called back multiple times today, and could not get anyone to give us an answer on when this will be done. Again, we received many different conflicting answers and have no idea what our next step should be. I have reached out multiple times and on many different platforms over the past several weeks, trying to get someone from CS to help, but cannot get a response.

6 years ago

Reply from American Home Shield

Hi Sarah,
Your concerns are understood regarding the drywall repairs that were completed. Per the contract AHS, returns access repairs to a rough finish. I would be glad to speak with you and get the issue resolved.

Oct. 1st, 2019

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brian walsh Jacksonville, FL

American Home Shield offers you the ability to call them to report a problem, however if it is a weekend expect to have to wait until Monday. My air conditioning broke and its in the 90's here in Florida. It was Friday night we called AHS and were told the contractors don't work weekends, despite the fact that nearly ALL ac repair people locally work weekends and emergency calls. The person I spoke with didn't have a good handle on English and it sounded like I was routed to another country as the conversation between us was not clear. I repeated issue several times only to have the AHS representative repeatedly ask me questions I had already explained multiple times. Many apologies as if they were a robot, but clear they wouldn't help us until at least 8 am Monday when the ac repair office opens. I wish I had known that before buying this home warranty. Buyer beware and do your due diligence as this customer won't be renewing their contract.

6 years ago

Reply from American Home Shield

Good morning Brian,
I hate to hear about the delay in service that you have experienced ot have the air conditioner serviced through AHS. I would be glad to speak with you and get the issues resolved.

Oct. 1st, 2019

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Ken Gargala Dearborn, MI

I had an issue with my furnace emitting carbon monoxide. I called American Home Shield who confirmed the Furnace needed to be replaced. They provided me with their estimate.

6 years ago

Reply from American Home Shield

Hi Ken,
Your feedback is more than appreciated. I hope you continue to enjoy your AHS home warranty and the contractors that service you!

Oct. 1st, 2019

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Charles Roberson Indianapolis, IN

The company will not fix our home back to its original state. We ask them before they started the job if they would and they stated yes. When calling to see when someone was coming out to finish the job, they stated several times the could not find a contactor. When I called on Thursday 9/26/19 they stated they were not going to complete the job because we were at our limit of 1000.00 dollars for plumbing. Never once did they inform of of this. Three weeks had gone by before this information was given. Now my home is a reck and we have to find someone to finish the job. If I could give them a zero I would. Not exceptable to tell customer one thing and not follow through with it. Plus I feel they just taking peoples money monthly.

6 years ago

Reply from American Home Shield

Hi Charles,
Your frustration with the delay in service is understood. Also, I would be glad to speak with you about the denial and reach a resolution.

Sep. 30th, 2019

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Heather Buford, GA

We have had luck with minor repairs. When our water heater went out the company they send damages our ceiling and ignored us that was not their responsibility to fix. Then our AC went out. We paid the 75 dollar service fee plus 160.00 for a fix that lasted less than a month. The second visit from the company that American Home Shield contracts with came back out and it has been almost 2 weeks and the only communication we can get is if I call myself. I am well aware that parts can be overnighted and yet they told me 5-7 days in the summer. They give no help for hotel or pet boarding. I have 2 animals and a child. They have no concern for that. The fix will be 625.00 and they will only refund me the 75.00 service fee. The people you call to talk to are very scripted. They have a generic response that they repeat over and over to try and get you to basically stop calling. I have been with them for 7-10 years and pay my premium. They have no concern to try to help my family that has been without air for almost 2 weeks. I have never been so disappointed.

6 years ago

Reply from American Home Shield

Hi Heather,
Your patronage over the past seven years is more than appreciated. I understand the issues that have occurred to have the air conditioner repaired. I would be glad to speak with you and discuss the noncovered cost associated with the repair.

Sep. 25th, 2019

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Jeanna H Oak Park, CA

This company is nothing but FRAUD! I had my AC repaired on 9/20/19 which cost me over $800.00 to repair (which took 2 weeks to get them to come out because they were waiting for part from AHS) and after all that it was still was not working. I called on 9/20/19 to AHS because the service tech said my Evaporator Coil needed to repaired. The AHS lady I spoke to with the service tech said it was covered and he could repair it and did not need to change the original invoice. He needed to come back to repair as it was late. I got a call from his office stating when they called AHS they said it wasn't covered. So I called again and the person stated it wasn't covered. So on 9/21/19 I had to pay $550.00 for this repair. I had time on Sunday 9/22/19 to review my contract and in both the heating and AC section is states the Evaporator Coil is covered. COVERED: Ducted electric wall air conditioning systems – Water evaporative cooler systems – Costs related to freon recapture – Ducted electric central air conditioning systems including: condenser; metering devices (i.e. thermal expansion valves); furnace transition; evaporator coils and drain lines; air handling unit; air handling transition; secondary drain pan and lines; and refrigerant lines are covered. So I called on 9/22/19 to AHS and spoke to a guy who agreed with me that it was covered and was going to talk to his supervisor and I would get a call on Monday 9/23/19. Of course that never happened. I called today (Tuesday 9/24/19) and was told it does say it is covered but not for any cleaning under section H. H. LIMITATIONS AND EXCLUSIONS 7. AHS is not responsible or liable for repair of conditions or replacement caused by chemical or sedimentary build up, misuse or abuse, failure to clean or maintain, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightning, mud, earthquake, soil movement, storms, accidents, pet damage, pest damage, acts of God, or failure due to excessive or inadequate water pressure. I cannot clean this area only a hired AC Tech could. The tech cleaned and repaired this part. These contracts are misleading to the consumer and I plan on filing a consumer complaint against AHS.

6 years ago

Reply from American Home Shield

Hi Jeanna,
I hate to hear about your most recent experience and the noncovered cost paid to repair your air conditioner. I would be glad to speak with you and assist to reach a resolution.

Sep. 25th, 2019

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Philip Bowers Tampa, FL

WARNING DO NOT USE THIS COMPANY Our Air Conditioner quit working on 5 September Thursday, we called our warranty company American Home Shield (AHS) and the soonest an ac contractor could come out to check out the problem was 7 September Saturday. We live in Tampa Florida and it is hot!! The tech came out and replaced a transformer in the air handler and then said oh it must be the printed circuit board (mother board) because he could not get it to work. The Tec left and said he would submit the repair to AHS for approval. The tech called us on Sunday 8 September and said AHS needs more information to approve repair. He said he would be at our house to take pictures of the air handler at 9 am Sharp Monday 9 September! After 930 am with no Tec we started calling the Tec and his company Comfort Pro of Tampa. After many calls the Tec showed up between 5 and 6 pm. He got the pictures and information he needed and stated AHS would contact us with approval/disapproval. Tuesday 10 September we called AHS and spoke to Jason in the Philippines and he stated we would know in 24/48 hours. It is now Sunday 15 September and we have not heard if our AC will be repaired. The AC is an older model and has been served regularly. Five days since last call to AHS and still no communication to tell us if the repair will happen or not. We have been with AHS a long time and would expect someone to reach out to explain the approval delay. No temporary AC offered from Comfort Pro or AHS. These are the facts. You can Google Tampa temperatures over the dates 5 September to present to view how hot it is here. From American Home Shield: Thank you for providing your property address for account verification. We apologize for the delays you're experiencing with your A/C service request. We have spoken with Comfort Pro today and they have assured us that their diagnosis report will be submitted for approval today. Once the diagnosis is submitted and processed you will be contacted by a representative at American Home Shield to discuss the diagnosis and coverage for your service request. Us Comfort Pro told me on the 10th the information was submitted to American Home Shield. They had all information on the 9th of September. This length of time and lack of communication between your company and Comfort Pro and us is unacceptable! I'm replacing the AC . 11 days and counting is a long time with out AC in Tampa Florida. My wife Arlene Bowers: Frustrating and uncomfortable is putting it mildly. I have been diagnosed with COPD so this request for repair was not for "comfort" it was better breathing purposes. SHAME ON YOU American Home Shield ! From American Home Shield Hello Arlene, Thank you for sharing your feedback. Are you a customer in need of assistance? If you are need of any assistance with a recent request, please feel free to send your full property address including zip-code to us via direct message, and we will be happy to assist. My wife Arlene Bowers: Are you seriously asking me this question? 12 days and counting. To date no response.

6 years ago

Reply from American Home Shield

Hi Philip,
I hate to hear about your most recent customer service experience and delay in service to have your air conditioning system repaired. I would be glad to speak with you and reach a resolution.

Sep. 23rd, 2019

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Thomas Ashley Spartanburg, SC

Microwave stopped. Filed claim with AHS 5 wks ago. Repairman came out - said he needed parts. Ordered parts and then returned when they arrived. Repairman said wrong parts were sent and ordered new parts. Second set of parts came so I called AHS to finish repair--first date available 10 days later. Repairman came yesterday used second set of parts to repair. Checked microwave and not working. was able to reach repairman and he verified oven not working. He stated microwave cannot be repaired. AHS wants repairman to return to try repair again. This will be the fourth time repairman has been here. So 5-6 wks have gone by with no working oven and repairman to return a 4th time for something he states cannot be fixed and needs to be replaced. AHS operators cannot escalate issues to management or supervisors. Company practice is remain insulated from its customers.

6 years ago

Reply from American Home Shield

Hi Thomas,
Your frustration regarding the microwave repairs is understood. I would be glad to speak with you and assist with a resolution to resolve the issue.

Sep. 23rd, 2019

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Greig Johnson Greeley, CO

I have been very pleased with AHS. Service is timely and their service companies have always done a fine job. We are very happy and would recommend to all.

6 years ago

Reply from American Home Shield

Hi Greig,
Your positive feedback to American Home Shield is more than appreciated! We hope you continue to have a great experience.

Sep. 20th, 2019

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C. Simpson Roseville, CA

I called in for two ceiling fans, one that was humming loudly and the other stopped working with the remote control. The tech came out looked over both fans and stated neither fan was covered under the warranty. I understand the humming noise but what about the non working remote and transceiver for the other fan? I read the contract a week later to see that is states "10. CEILING FANS COVERED: All components and parts". Then why wasn't my OEM equipment replaced per the contract? It was due to the worthless vendor who only reported the humming fan, not the remote issue. He then lied to us that the remote/receiver for the fan was not covered. American Home Shield then would not do anything other than take my money and deny my claim. Going to cancel my contract and find a better Home Warranty Company.

6 years ago

Reply from American Home Shield

Hi C. Simpson,
I hate to hear about your most recent customer service experience and the coverage that AHS provides. I would be glad to speak with you to discuss the issues that you have experienced.

Sep. 19th, 2019

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Rodolfo Becerra/Omar Becerra Rowland Heights, CA

As of Sept 18, my review is still the same...NO STARS AT ALL!!! I tried dealing with the person who contacted me but got nowhere!!! On something so simple as providing a physical printed policy, they can not do it because their statement is that they will not send another duplicate of the policy. My argument is that I never even got the original in the first place!! Their argument is that we can download a PDF of the policy on their company site. I bet they didn't have any trouble charging for that policy at all, they must've gotten paid immediately or they would be calling me. I just hope that if we ever need service during this one year, we won't get the running around and the lack of service we've gotten so far. One thing is for sure though, WE WILL NEVER RENEW OR DO ANY BUSINESS WITH AMERICAN HOME SHIELD AGAIN, after this year we paid. If we paid for this plan, the least we should be able to get is a written policy not a direction to get it from their webpage and print it ourselves. I wish I could somehow make their bad customer service and poor policy practices known to the public especially those in the real estate business, so they will be aware of what to expect before getting into this company for business and take their business somewhere else!!!

6 years ago

Reply from American Home Shield

Hi Rodolfo,
Your concerns are understood regarding the delay in service to receive a copy of the policy. I would be glad to speak with you and look into the issues to reach a resolution.

Aug. 27th, 2019

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Thomas Andalusia, AL

American Home shield does only one thing good, and that is covering what they say they cover. When it comes to hiring people that get the job done in a timely manner, they do not have that. When it comes to good communication, they do not have that. I have had several work orders been placed an completed in the last year and a half. Never have been done in under a month. This past week I put in for someone to come look at my ac unit as it had stop working, mind you its been 98-100 degrees this week. After two days of no one contacting me., I checked the website an it said that I had no active work orders. Turns out the company they contracted didn't work in my area, so what happens? they canceled the work order. They did not notify me, and second did not contract someone else to come do the job. while i'm stuck sweating at night because they failed to do a simple task. They really need to get a handle on the type of companies they hire to do the work. Most are not Professional and most times it turns out to be a one man show. If they are the best rated id hate to see the others.

6 years ago

Reply from American Home Shield

Hi Thomas,
I hate to hear about your most recent customer service experience and the coverage that AHS provides. I would be glad to speak with you to discuss the issues that you have experienced.

Sep. 19th, 2019

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Beth Amelia Court House, VA

After being with AHS for almost 2-years I placed my 1st service call on my refrigerator, ice maker a solid sheet of ice not working, in early June, a repair company contacted me within a couple of days but it would be 2-weeks before they could give me an appointment. 1st appointment a tech informs me he would need to order parts which would take another 2-weeks. (Not sure where they are getting their parts from but I can have parts for anything in 2-days) So the part comes in and another tech comes out and replaces what they say is the problem. Leaves without removing the ice from the ice maker but the problem is solved according to him. After we removed all the ice it seemed to be working o.k. for about 10 days then the same thing happened. So I contact AHS again and they send a different company, this tech fools with the computer settings, removes the ice from the ice maker and says the problem is fixed. I noticed the items in my freezer were not as cold as they used to be, he had lowered the temp settings that's all. Early September the ice-machine is again a solid sheet of ice. Contacted AHS with the problem and they informed me I would have to pay and additional $100 deductible for them to send yet another repair company to fix the exact same problem that was never fixed to begin with, just a band-aid put on it to make it look good. Enough so I requested to cancel my policy at which time they offered to send a tech without the deductible, should have done that to begin with. Then I was informed they are going to charge me an additional fee to cancel they policy.... Beware they make everything sound really good to get your business but when it comes to getting the job done they fall really short. Hard to get a person on the phone, say that all customer service personal is in the U.S. but every time I called I was connected to a group outside the U.S. (I ask) that I had trouble understanding until I requested to cancel.....

6 years ago

Reply from American Home Shield

Hi Beth,
Your concerns are more than understanding regarding the delay in service to have the refrigerator ice maker repaired. I would be glad to speak with you and get the issues resolved.

Sep. 19th, 2019

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Noella Tyler, TX

After my a/c was diagnosed in a timely fashion, AHS was to have ordered a compressor on 09/05 per an associate. I found on 09/09 that it was ordered on 09/08 with a delivery date of 09/11. My ac was repaired in the am of 09/12. I found the ac repairmen was timely and AMS was not.

6 years ago

Reply from American Home Shield

Hi Noella,
Thank you for sharing your most recent American Home Shield experience with us! I am glad to hear that the AC has been repaired and hope we can continue to service you.

Sep. 18th, 2019

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Sandy Dallas, TX

Terrible customer service! First of all, they barely speak English and secondly will continue to put you on hold or even "accidentally" hang up on you! Our A/C went out and AHS hired a company to come out and repair it. The contractor came out the next day, thought he repaired it, but did not. I called again and the same contractor came out the following day and decided that the compressor needed to be replaced. He was trying to submit the diagnosis to AHS all day and their systems were down. When he was finally able to get it to them, they approved him to order the part. However, they would not allow him to expedite the part, which my husband and I would have gladly paid the difference! 6 days later, we're still waiting on the part and have paid over $600 in hotel stays! I called AHS and they will not reimburse us for the hotel stay. Had I know it was going to cost this much money in hotel stays, I would not have gone through AHS and hired someone myself who could have repaired it immediately! We will not be renewing our contract with AHS!!!

6 years ago

Reply from American Home Shield

Hi Sandy,
I understand your concerns regarding the delay in service that you have experienced to have the air conditioner system repaired. I would be glad to speak with you and assist to reach a resolution to have the compressor replaced.

Sep. 17th, 2019

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Theresa M Valley Village, CA

Only giving one star because zero or negative is not an option.’ I’m convinced that any positive reviews are written by the company. I’ve had three claims and all were denied. The first was for a minor repair to a dryer. The baffles inside the drum had come off - the dryer is a few years old, but well maintained. The repairman spent less than a minute looking at it -then tried to play with my dog - said no problem “I order parts and come back” (heavy Russian accent ). A week goes by, no answer, i finally call AHS (after a long wait on hold)i’m Told the charge is denied due to “improper use” - i’m One person living alone, nothing more than regular clothes was ever put in the dryer. I bought the parts and fixed it myself for less than $50. Second call - my LG frig stops working - first tech has and i quote here “never seen a built-in frig” i waited three days for AHS to call me - they insist on sending another tech. no response for days, appt set - never shows, yet another tech - this one now claims the frig had a pre-existing condition...it’ll be $1500 to fix. I relented and paid it since i needed to get it fixed and be done with it. This repairman shows up late for the appt (at 8P) because he was sent out alone it takes him 2 hours to get the frig out, and another 3 to fix it - yes he finishes the repair at 1:30AM, but can’t get it back into the cabinet - so now a week later the frig is still not back in place (he missed the 2nd appt to get it back in). Third call - pool pump goes out. My regular pool guy tells me it’s due to age -pool has had regular weekly service without issues for years- AHS sends their tech who tells me that yes the pump is bad - but because it’s been “leaking for years” it has a pre-existing condition so it won’t be covered. Mind you this is not what he writes in his report, no word for four days - tho the website states that the “parts are on order” i call the tech to find out when they will have the part - tech never returns calls. Two hours later i receive a call from AHS (YUP!) denying the claim due to pre-existing condition = again this pump was working just fine with no leaks or issues the week prior. Several of the repairmen flat out told me that they are penalized if they don’t find a reason to deny the charge. The tech/repairmans’s office literally make up excuses (improper usage and/or not maintained properly and/or pre-existing condition. The so-call Customer service is useless - they do nothing and are horrid at returning calls. Wait time on hold is hours - they basically leave you on hold until you give up and just hire a legit company to fix your problem. Save your money, get a real company and have your appliances fixed correctly.

6 years ago

Reply from American Home Shield

Hi Theresa, Your concerns and frustration are understood regarding your AHS experience and the service requests that were denied. I would be glad to speak with you and get the issues resolved.

Sep. 16th, 2019

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AC Not Fixed for 5 Months/Chronic Health Condiion Herndon, VA

Too bad I don't drink alcohol, this is a 6 martini story as well When I originally signed up with AHS, I had a few minor appliance and AC problems over the span of a couple of years. I had no problems getting a qualified American Home Shield contractor to fix whatever was wrong. In June 2018 my air conditioner had a problem with the unit freezing up. I called and got a technician to come out and they said something was causing the pressure to be low, so they did some cleaning and said it should work. Two months later at the beginning of September 2018, it stopped working again. Same issue, freezing and making a grinding noise. Fast forward to April, 2019, I called about the AC not working and also stated that I wanted a Spring Tune Up as specified in their website. The company who came out for the cleaning and repair said there was the same problem from the previous year and that they didn't do the Spring maintenance on split systems. Long story, in mid April 2019, and 3 contractors later, including several visits from the same contractor who kept replacing just about every part on the system as well as cleaning of the fins, acid wash of the coil, etc. So from April to now, I still do not have a working AC unit. I had to stay in a motel for a week in July, got dehydrated twice and went to the ER, due to the heat and a chronic medical condition I have. I finally decided I wanted a payout since I waited for them to get replacement parts for another 6 weeks after company 2 finally diagnosed that the AC needed replacing. I spent hours on the phone with people from customer service reps to supervisors. Never got a straight answer. One supervisor told me that what other supervisor said was not true on a previous call. Last, four weeks ago I got a call saying a check was going to be mailed to me in a certain amount so I could get my AC fixed by someone else. She said I would receive a check in 7-14 days. I found out yesterday that I have to get the work done first. Again not mentioned by the person who said they would be mailing me a check. If I had the money why wouldn't I have already gotten it fixed? I was patient until the last two months of this fiasco. I repeated my problem over and over, asked for status on repairs, probably called over 50 times in 4 months. Different stories, no resolutions, money and health problems ensued due to my inability to handle the heat when I was home to spending money in the ER and for a week long hotel stay. Unbelievable.

6 years ago

Reply from American Home Shield

Hi,
Your concerns and frustration are understood regarding your AHS experience and the delay to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.

Sep. 16th, 2019

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Rhonda Casey Glenview, IL

Horrible. The service providers they send out seem trained to con you. Here is my story September 2019 in detail for which AHS has told me they will not reimburse me for the $75 charge. Original problem: Both outside AC units AND inside fan are running BUT there is no air coming through the air vents in the house. We were given instructions to turn off the AC unit 24 hours prior to a visit from Rush Heating and Cooling and was given a window of service between 2 - 4 on Tuesday September 10th. There was a problem with this service call from the beginning. Here is a summary of the issues that we faced on September 10th. 1. Rush Heating and Air did not show at the appointed window of service nor did they communicate with me any issues concerning their tardiness. 2. Therefore, I called Rush at 3:53 to ask when service would be provided. I got an answering machine so left a message for them to call me as soon as possible. I followed up with a call to AHS too, but was told that the computers were down. 3. I called Rush again at 4:41 and did get someone on the line who told me that there was a lot of traffic and that is why they were late. 4. They finally arrived around 6, two hours after my window. 5. They said the freon levels were at about 50% and needed approximately 2 pounds of freon gas which would cost $180 8. They said that the unit was too small for the place and that was why the air was not circulating properly and a new unit was needed that could support the square footage of the building, yet the other 100+ townhomes in the community have the same unit. 8. I was billed $75 for a service call which did not fix the problem. The AC unit was turned back on after the workers left. It did in fact cool the house and the air flow returned only to stop working again on Thursday September 12th. As a result, I called in Azzo to assess the AC unit and here is what they found: 1. There was ice built up around the pipes outside and that prevented the proper airflow through the house. This was due to a freon leak in the system. 2. This would have been detected had Rush Heating and Air instructed me to turn on the AC unit one hour prior to their arrival. 3. Freon was down by one pound not two. Rush bold faced lied. 4. I was billed $100 by Azzo Air for the service call and freon,see attached. Thankfully, the unit is now working. It is my contention that due to the poor, dishonest and non-existent service offered by Rush Heating and Air, that I should not have been billed the $75 fee. Furthermore, That AHS should cover the costs of Azzo Air to fix the problem as part of the Warranty that is offered to new home buyers. Afterall, this is what the warranty and insurance is supposed to provide. I should be at a minimum refunded the $75 service charge and a check to cover my out of pocket expenses for Azzo Air for $100, which totals $175. Sincerely, Rhonda Casey

6 years ago

Reply from American Home Shield

Hi Rhonda,
Your concerns and frustration are understood regarding your AHS experience and the delay to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.

Sep. 16th, 2019

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K.W. Wagner Montgomery, TX

I had a warranty with American Home Shield for 4.5 yrs. During that time I had a couple of times that I needed to use the warranty for small items like replacement of a garbage disposal or a leaking toilet. They covered these small items but, when my AC went out and had to be replaced, NO COVERAGE! When I had sewage backing up in my home due to my septic system being blocked, NO COVERAGE even though when I initially signed up with them they said that I was covered but since I did not contact them when the contract was renewed automatically each year; they did not continue my septic coverage so NO COVERAGE! I cancelled my contract with them and they charged me an "administrative fee" to cancel the contract! I called to dispute this and was advised to pay the fee or it would go against my credit! I've paid American Home Shield for the last time! I would not recommend them to even my worst enemy! Good riddance American Home Shield! I hope you got all the money from me that you wanted. Never Again!

6 years ago

Reply from American Home Shield

Hi K.W. Wagner,
Your patronage for the past four years is more than appreciated. I understand the concerns regarding your most recent American Home Shield experience and the issues that have been experienced to repair your air conditioning system. I would be glad to speak with you and get the issue resolved.

Sep. 12th, 2019

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Novosel Downers Grove, IL

We are new to American Home Shield and will not be purchasing another year. We requested our air conditioner to be serviced because it was slow to cool. It took three weeks for a technician to come out, parts to be ordered and them to return. Upon return, the air was completely broken and cannot be turned on (after paying 1600 dollars out of pocket for necessary “modifications “). It has now been 85 degrees in our home with small children for two weeks and we are still getting a run around from American Home Shield. They have been sitting on an authorization for 6 days and we are still waiting. We are still waiting. Save your money! At this point, the warranty is more trouble than it is worth.

6 years ago

Reply from American Home Shield

Hi Novosel,
I understand the concerns regarding your most recent American Home Shield experience and the modification cost that was paid. I would be glad to speak with you and get the issue resolved.

Sep. 11th, 2019

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Angie Medina Aurora, CO

My AC broke down and it took a week to get a service visit, then it took another week for them to get the part because American Home Shield apparently has to be the one to order the part and then mail it to the service provider. This is ridiculous! I can’t imagine having a baby in the house, my bulldog can barely take it and stays in the basement fresh. I can’t imagine this happening in the winter with my heater. Which actually, it did sort of happen. They said they couldn’t come out until the following week and I told them my house was 44 degrees. They said unless it was 40 degrees it was not considered an emergency. I had to argue on the phone for an hour to get them to make this an urgent service.

6 years ago

Reply from American Home Shield

Hi Angie,
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to repair your air and heat system. I would be glad to speak with you and get the issues resolved.

Sep. 11th, 2019

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Karen Walker Colorado Springs, CO

Since purchasing this warranty I have filed only two repairs but on the same service call. The contracted company came out and repaired one of the appliances but said they didn’t have a work order for the second appliance. I called AHS while the technician was still at the house only to he told yes it should have been for both but only one of the work orders was received by the assigned contractor. They assured me it would be remedy very quickly and a service call would be scheduled for the second appliance. After six weeks of calling and being told they’d call me back after they reached the provider I cancelled my contract. The excuses they gave were ridiculous “the contractor is closed for the day at 1PM in the afternoon or the contractors email is down, etc.” My experience with this company was worth negative 5 stars but unfortunately that wasn’t an option. I was lied to, promised call backs, disconnected so many times I lost count and canceling my contract was even made difficult by employees who suddenly lost the ability to understand English. My advice to anyone looking for a home owners warranty - look elsewhere as this company will happily debit your account monthly without fulfilling their end of the contract.

6 years ago

Reply from American Home Shield

Hi Karen,
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the refrigerator and dishwasher repaired. I would be glad to speak with you and get the issues resolved.

Sep. 9th, 2019

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Jon K New Albany, OH

I signed up for AHS earlier this year and finally cancelled my subscription to them today, after a very frustrating experience. My issues with my air conditioner service request are as follows: 1) They took longer than promised to schedule the service call. Not a huge deal, but not a good start for my first service request. 2) We knew in advance that Freon isn't covered. Our system needed $300 worth of Freon in addition to the $100 deductible for the call. We decided to put sealant in with the Freon to reduce the chances of it leaking again. The technician charged me $500 for 2 packs of the sealant. This is where the real issues started. 3) After the tech left, I checked internet pricing for the sealant (he had left the package, so I knew what I was looking for). Going rate per pack is $50 to $60. I understand companies need to make a profit, but marking up your cost 5 times is ridiculous. This is really a side issue, but important. 4) I submitted my invoice to AHS for claim reimbursement for the $500 sealant charge. I knew I wasn't going to be reimbursed for the Freon - no problem there. But the sealant - even at the exhorbitant markup - was still cheaper than replacing the guts of the A/C unit, so I felt like AHS would gladly pay for a lower cost repair. 5) I contacted AHS 4 times for status of my claim reimbursement. Every time, it was 15 to 20 minutes on the phone, and every time they promised to check on it and get back to me in one business day. Not once did they call me. There are a few points to think about: Economically, it's questionable if paying $58 per month, and then the $100 deductible per tech visit and who knows how much for uncovered items is actually cheaper than paying as you go. But in the end, it was the broken promises from AHS that finished them for me. I can put up with a certain amount of bad news. But when someone doesn't do what they say they will do - 4 times, with at least 3 different people - I decided this isn't a company I want to do business with.

6 years ago

Reply from American Home Shield

Hi Jon,
I understand your concerns and frustration regarding the noncovered cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.

Sep. 9th, 2019

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