American Home Shield Reviews

The wait time to talk with someone is horrible waiting sometimes for over 50 minutes. However, once you finally reach a live person, they are helpful. I do not live in a populated area and are disappointed in the available service options. having said all that i would use AHS again.

I called about a leak in my kitchen sink. They came out the same day in a timely fashion and completed the work quickly. The gentleman was courteous and friendly.

2 Facts: 1. May 2019 when I was full term pregnant with twins, my air conditioning went out on the hot coast of NC. I was told I could have my babies at any moment, was very high risk and had two dogs that required the AC for safety (no boarding available) Heat indexes were in the 100s. AHS was 100% unable to help me get a technician to my house within 24hours, they were actually making me wait until the day of my C-section the following week even though I was very clear about my planned surgery. They were making me choose btwn the safety of my dogs (leaving them in heat) and the safety of my babies (if I went in to labor, not going to hospital right away to figure out who could help with our dogs.) I asked to speak to a manger and after 45 minutes of holding, I called a local place on my own and they showed up at my house to help me WHILE I was holding for a manger..... so I hung up and paid out of pocket. 2. I’m now on hold with AHS while I write this, 23aug bc my refrigerator repair that was done from their contacted technician over a week ago, included taping things as a “fix” and this is a fire hazard due to the lightbulb. They indicated to me that they have yet to receive the details from their hired vendor. I asked them how they have tried to get in touch for the documentation bc I have them 10 days. They have only contacted them on the days I have called AHS for an up, but no attempts beyond this. It’s been a 50 minute call of on holds this far, cutting in to my work day and taking time away from my family. Still no manager that can speak with me. Im starting to think this is a scam..... and they are stealing our money. I have told the team member today that no more money is allowed to be withdrawn from my account until I hear from a manager and this refrigerator issue is resolved. I’m now on hold again.... please use a different company

I had a horrible experience with this company when getting the spring on my garage door replaced. The person I talked to at AHS told me it was covered and it wasn't so I ended up paying $500 with the service fee. I could have gotten it fixed much cheaper without a warranty claim. During this ordeal I called customer service at least 10 times and they always promised me that someone would contact me, but that never happened. Now I've decided to cancel my warrant with AHS and they're telling me there is a cancellation fee. However, the person I spoke to on the phone couldn't tell me how much the fee would be and how much I would be getting refunded since I paid for the entire year. Whenever I ask to speak to another department or Supervisor they tell me they are in meetings. The customer service is the worst I've experienced in my life. Not to mention everyone I've talked to says the same exact rehearsed script and they all speak broken English. So frustrating!

If I can give them 0, I would have done it. My washer was broken 6-7 weeks ago. The battle born tech came 3 time at my house to fix it unsuccessfully. Then they disappeared. After my calling every week , I was informed "I am so sorry that your washer is not fixed" by an Asian person and they would call the contractor who wouldn't attend their call. Then they would apologies and say the matter is escalated to the next level and you will be contacted in 4 hours or 48 hours or such . I never received once a call back from Home shield or the contractor to inform what's going on. The contractor doesn't attend the call. Now 7 weeks later, I am thinking about involving my lawyer as I don't see any other way of communications. All roads to get the job done are stopped by the 888 phone numbers and the people who receive it. There no way to get a straight answer other than the parts are on order for 7 weeks. I ended up renting a washer as it is difficult to go the laundermat every week. My understanding of ahs is that they will get your money but not complete the job if the job is slightly difficult to be done. My money to contracter was $75 alongwith a couple of $K I gave ahs for their annual fee but I am getting no good service on my appliances. I am seriously thinking about involving my lawyer. I am amazed that this company runs without providing any good service.

On 5/6/19 American Homesheild replaced my ductless mini split system with a Carrier Unit. The unit has never worked properly. We have called American Homesheild numerous times and only once received a call back. The unit was put on recall and it has not been resolved. The contractor charged me for things he did not replace, and he told he pulled a permit. He never did. He reused old lines, never changed the condensate line, used wire ties to connect pipes, and the air handler wad not level which caused the drip pan to leak. He also installed one Carrier air handler and hooked the old Fujitsu air handler installed to the new Carrier unit outside. Which may have contributed to the P4 error code that came up on the unit during the 60 day new install warranty. Using old lines can contaminate the new system with the old oils. In a new install it is required to change all the lines. The problem has never been fixed and I feel American Homesheild is not taking responsibility for their contractor and not honoring their 60 day new install warranty. We did not renew our contract because of the shady contractors and horrible customer service we were getting. Can you please help? Also Mid July your contractor ANS Services said they were coming out to take care of the problem and your social media specialist said he was coming out and he never showed up. Know why? Because he went out of business and you refuse to change the vendor. My next step is to contact the NBC News 10 Investigators, The Local News, Your CEO, CFO, The Better Business Bureau, The Board of Realtors, and American Homesheild Media Department. I just want to get it properly. I have all of the emails with your social media specialist with responses and all of the text messages from the contractors, and emails dated with pictures when I reported everything. Do the right thing.

I have appliance insurance with American Home Shield. On July 31 I paid an additional $106 for a technician to go out to check the dryer because it was leaving orange marks on the tenant's clothes. I was advised that a part was being ordered, however it never arrived. I called on August 21 to find out what was going on. Apparently the home warranty company declined the purchase of the part. The drum of the dryer is rusting which is causing the orange stains. Due to some small print in my contract, apparently this falls under "cleaning of an appliance" and is not covered under our warranty. I spoke to a supervisor and then a supervisor's supervisor, to no avail. I spent 45 minutes on the phone with them trying to resolve the matter. Then I tried to cancel the insurance because of the lack of service. I have to now pay a $59 cancellation fee too. I am very frustrated and disappointed with American Home Shield.

I have been trying to have my central air conditioner repaired for over one year. During this time 4 different companies came to look at the problem and were never authorized by AHS to perform the repair. Seems the second, third and fourth opinions missed the mark. In fact the funniest part of the story is that, in my area, AHS is running out of HVAC companies that will work with them. I am posting this message on the unlikely chance that who ever is writing the responses to everyone's postings (indicating they want to help resolve the problem) will write to me. Need to find a way to get around the completely ineffective call center.

AHS has the worst customer service. Expect to be on hold for over a half hour before you can speak with someone. They route the calls to The Philippines. They send out contractors that do not know what they are doing. I had to have several recalls due to bad contractors. In addition, AHS sent out a contractor to my house for an item that was not covered. The AHS rep who wrote the work order wrote down the wrong item after I explained in great detail what needed to be fixed. AHS refused to refund my $75.00 service fee when it was their mistake. They are the worst company that I have ever dealt with. UPDATE: After calling AHS over 15 times to make sure that we are not renewing our contract, they automatically renewed it. This is fraud. I am going to report AHS to my state's attorney general.

I recently signed in for the home warranty with this company. Their customer service representatives are RUDE & Unprofessional.DON'T TRUST THIS COMPANY. My water heater got leaks and When i called this guys ,they charged me 100$ for a plumber visit and then he identified that we need to replace the water heater.After that they made us wait more than a week with no response.When we called them to check none of the representatives responded with correct information. They told all false information .When we asked to transfer to the supervisor they were disconnecting the call. We were struggling to fix the leaking water heater and we told we want cancel the contract because of their unprofessional response.They told that they wont refund us full.they will deduct 100$ from us.They are horrible. I am planning to sue them.

I’ve had horrible experience with this company and their incompetent technicians. The company has rude reps and poor customer service. They’ve lied to me on several occasions about calling me or telling me someone will call me back and never do. The technicians come out and don’t know what they’re doing and ask me what I think the problem is — they’re supposed to be the experts. I’ve had the contractor HVAC company called Airtronics come to my home for the past 3-4 weeks and my AC is still not fixed. Now the AC is completely out when they’ve wasted my time and have not fixed it. I’ve been without an AC with my child at home for 2 weeks. They bring out faulty compressors and tell me it’s new but it’s defective. Don’t pay for this scam of a company who is quick to take your money but never addresses your questions and has yet to fix my AC! American Home Shield and Airtronics are a nightmare to deal with, don’t hire them!!!!

I will start by saying, I am first generation American and have been raised with many immigrants... The name, "American" Home Shield makes me laugh. Nobody I have spoken to at AHS lives in this country. They are doing the best that they can, but they are given scripts to follow and don't understand half of what is going on. The real issue is that AHS sent an incompetent plumber to my house- I will spare the details. Ultimately, I had to call in someone who knew what they were doing because AHS couldn't get someone to the house to fix my (urgent) problem (sewage back-up/stoppage) for 4 days, after the first plumber failed to fix the problem. I have been waiting a month and a half to be reimbursed for paying them to send someone who did NOT fix my problem and I STILL do not have money back. I have zero confidence in their ability to send people who actually know what they are doing, in a timely manner. Furthermore, I am tired of talking to people who I can barely understand, repeating myself over and over again, just to be "disconnected" and have to call and do it all over again. I feel terrible for them because I am sure it is difficult for them as well. Live up to your name, American Home shield, and move your call center to AMERICA. AND- PLEASE, contract with people who know what they are doing!!!! ***UPDATE** After being on hold to speak with a supervisor for 30 minutes I was disconnected. I called back and was on hold for another 47 minutes, only to be told that I would receive a call from a supervisor, "TOMORROW". NOT HOLDING MY BREATH.

If I could give this company zero stars I would. The absolute worst company I have ever dealt with. Our reimbursement was denied because we had to us an outside contractor and pay out of pocket. After waiting A WEEK for one of their contractors to come out to only stay a matter of two minutes because he was not qualified to work on our particular unit. We had to take matters into our own hands- which we did previously with our hot water heater and had no issues with our reimbursement. I have been calling the entire month of August trying to speak with someone. I get the run around every time I call, ask to speak to a manager- never do, and I am told someone will call me back but they never do. I am 25 weeks pregnant and having no AC during this record breaking GA heat is not tolerable. When a company makes you wait a week in this heat and then they send a contractor who cannot even work on your unit, that is a huge problem, and the COMPANY’S fault. You need to be accountable for your errors and compensate for your wrong doings. This is no way to treat a customer, let alone a human being who is pregnant. Also, the fact like that I have called five times and cannot get this rectified is absurd. We will not be renewing our contract and I will be telling everyone to stay away from this company. I have never been treated so poorly.

I have had AHS for over 3 years and never had to use it until last week, yes it and been one week, our microwave went out. I filed a claim the technician came out to try to repair it which he couldn't. He had stated that one of the parts he was needing had been discontinued so more than likely I would be getting a new one. As time goes on I haven't heard a word from AHS so I log into our account today and it states to call that we may be eligible for a replacement. Well I call and am on the phone holding for 58 MINUTES and when the gentleman answered the phone I said "WOW 58 minutes to pick up a call isn't great customer service" which then he hung up on me. I called back and was going to be placed in the que all over again. I requested a call back which was finally approved but I told her after 1:00, that wasn't an option. So if/when they call back I am going to be at an appointment and not be able to answer so I am going to have to call back and wait another hour??? This is so ridiculous! I need a microwave....all the money I have put in I could have bought multiple microwaves. Really questions myself if this is even worth it?

Wish I could give zero stars. Absolutely the worst company I have ever dealt with. And unfortunately I have been a customer for 15+ years. They have taken my money for almost 2 decades but when my AC compressor went out 6 days ago - yes they made me wait in TEXAS in 106 degree weather with my son, pets and myself, a heart patient, for 5 whole days before they denied my claim on a TECHNICALITY! Their customer service sucks, I called every day trying to expedite the process - got the run around constantly. No managers are ever available. You have lost my business, my family's business and anyone I ever encounter because I have a big mouth AHS. I am struggling and at my lowest point and this was a crushing blow after years of loyalty to your company. You suck AHS. Heartless, greedy and unfair business practices won't earn you business. Try caring about your customers rather than your bottom line for a change.

The experiences with AHS have been very good over the years I have used there services. Excellent customer service and timely response when repairs are needed.

I have had amrican home for 3 years, Nothing but problems getting any good repair service. over the 4th of July this year it took them 2 WEEKS to get my AC repaired. 100 degree heat every day. Their customer service are now all outsourced to the Philippines, so your lucky to get anyone that speaks english, they are nice people, they just do not know how to do the work that need's to be done. Plus AMS is over priced, the average cost for most policies 45.00 AHS my cost $67.99 renewal. Be Careful check out all details for any company

I can't stand American Home Shield! Their customer service is whack and I am not certain who they are hiring for these customer service jobs, but they were not in the line when common sense was being handed out. As for their service providers, wtf? Why is it my responsibility to find out if the provider THEY assigned is still in business or still servicing my area? WTF am I paying for? As I type this review, I am on hold with my 4th call this morning trying to do THIER job. Don't waste your time or money. Best believe once this work order is done, I am canceling this crapy contract. Trust this rating is really a zero, but it was not an option.

I have had the exact same problems as Kim C in aug 2019 First was denied access to working with any outside contractor when ahs could provide no service. I said I had service contract w company for expedited service available if AHS contractor could not provide service? Then was contacted and told a company from a small town an hour away would provide service as contractor. Contractor said they were calling all over to find additional employees to try to schedule a time. Contractor said ac had Freon leak & needed new coil. Coil would be ordered. First call on Sunday morning. Wednesday, still no ides if when it would be fixed? Could not use online because AHS had entered my info incorrectly. Got call Thursday st 3:43 pmmy condenser was hit by a CAR and would not be covered. I could contact contractor and pay for a new condenser through them. I told AHS it was impossible for my unit to be hit by a car. I have privacy fence , swimming pool , one small gate. Pictures. Google the house. They asked if I wanted 2nd opinion. I said they could pay for a second opinion to see that it was impossible for a car to hit my air conditioner. I wanted a refund on my contract. They were not honoring the contract in good faith. They were trying to avoid any contractual responsibility. I said they could pay for a second opinion to see it was impossible for a car to hit my air conditioner. I wanted a refund on my contract. They were not honoring the contract in good faith. They were trying to avoid any contractual responsibility. It is time for a class action lawsuit and ask for punitive damages. Over a week without ac in dangerous heat when I thought it was going to be serviced from Sunday through Thursday. I told The I wanted a refund and to cancel my contract. They said you want to cancel your contract? I said, only if I’m getting a refund. The lady with AHS said they never give a refund. Retention will contact me. Subsequently I received an email that my contract was canceled and I was being charged a cancellation fee. This seems all too well scripted to not pay for large ticket items to keep their contract fees and charge for a cancellation fee without ever paying for a refund .

Based on my one year experience with this company, I think their business model is a scam! I have a dryer that was not working properly, and I called the AHS, I paid $100 for their first visit and the technician came and refusing do anything by claiming the problem is due to clogged exhaust. Then I hired a pipe cleaning company to clean the exhaust but the dryer was still not working. I paid another $100 to have a technician came and he refused do anything again by claiming that the problem was caused by lack of maintenance. Basically, one can make this type of claim for any appliance's problem. Then, what are we paying the insurance for? That is why I think this is a scam to ripoff average consumers.

My air conditioner would only call my house to 75°. American Home Shield‘s company came out. Two men messed around with my thermostat. Went to the backyard to look at the unit but never took the cover off. I told him the air conditioner when I call the house and was making a winding noise outside. He said it was the thermostat. How does the thermostat make the air conditioning unit have a winding noise? I asked him twice to go outside and look at the unit. Finally He went back there and found a bad capacitor and he replaced it. I shouldn’t have had to beg him three times to look at the unit. Now he said it should work fine. The next day again the house with the cool down I called back the same guy came out and said there was nothing wrong with my air conditioner. He didn’t even bother to go look at the unit. He said I might need a new thermostat. I called American Home Shield back and requested a second opinion. They sent out another company the guy came in. It is a little gun at my air conditioning vent looked at my thermostat which showed 74° as we were talking in front of it it went up to 75 and he said that was normal because we were talking in front of the air conditioning I called American Home Shield back and requested a second opinion. They sent out another company the guy came in pointed his little gun at my air conditioning vent looked at my thermostat which showed 74° as we were talking in front of it it went up to 75 and he said that was normal because we were right in front of the thermostat and we were hot. Seriously! You did nothing else said he would make a report. He also said he would recommend a new thermostat. My house still won’t get any cooler than 75° and I have not heard back from the companies nor from American Home Shield. I have been with American Home Shield for 15 years. They used to be top quality now the representatives you call ate from the Philippines and hang up on you and are very rude. I’ve recommended all my friends to get American Home Shield in the house. They too are having problems now I’m so embarrassed that I did recommend this company. Yes my air conditioner is 25 years old but has a top-of-the-line air conditioner. Even the company that came to my house that I needed a new air conditioner but they would not write it in their report. Why? Because they don’t want to be the ones to put the air conditioner in. Like it’s coming out of their pocket. American home shield insurande plan covers the air conditioner unit so they would be paying for it. Maybe it’s American Home Shield that doesn’t want to put in. Also managers never call back and you can’t speak to an American rep. I work for a huge hospital as I am a nurse. I will be letting everyone know what I’ve been going through so they can cancel their plans. Very disappointed with American Home Shield who used to be top notch.

We purchased a AHS warranty with our new home. When a rep for the water company came I was outside moving things in so I was talking to her. She lifted the water meter cover on the street and the could tell it was running even though there was no one inside the house and the ground was fairly wet. She moved something to the side and we could tell that the pipe was leaking at the hookup to the water meter - but it was on our portion of the pipe and not the water company's. Called AHS and explained the issue in detail. Mentioned the rep from the water company, how the leak was just before the hookup with the water company and was under the cover outside of our home. They sent a plumber out and charged us a $75 service fee. The plumber saw the same issue and took a photo with his cell phone and left. He explained that he needed approval from AHS to fix the issue so if they approved it he would come back. This is despite an active water leak. A day later AHS told us that they wouldn't fix the issue with our pipe leaking this whole time. They said the reason was that it wasn't inside of our home it was outside of our home. We clearly explained this on the phone with the rep - they knew it was outside of our home. So now they charged us $75, had us wait for the plumber to show up, and had us wait a day after the plumber showed up and took a picture of the leak to tell us they wouldn't cover it - even though they had the information the whole time. Completely unprofessional and a total scam - I am shocked by the extremely poor service. If their job was to sell you a home warranty and then try their hardest not to cover the issues it would be bad enough. But to also waste time while there is an active water leak is really unprofessional and shows no concern for their end customer.

I have been with AHS now since 2003. Up until the last few years they were great to deal with. It started last year with a call when my AC stop working. The contractor was there the next day made the diagnoses. My compressor was shot. I understand that its summer the AC company is busy this will take a few days. After waiting about a week In 90 to 100 degree weather I finally get a call from AHS saying they authorized my repair my out of pocket is over $300.00. I ask for what and they proceed to tell me that I exceeded the $10.00 per pound for refrigerant. Now unlike most people I have knowledge of HVAC I work for a rather large contractor and I know what the refrigerant in my unit R410-A costs. It’s about $3.90 a pound at the time. They tried to tell me the contractor was charging over $32.00 a pound. I don’t mind contractors making a little money but not somewhere around 820%. What’s really going on is AHS is making you pay for most of this repair. AHS forces the contractor to eat most of the labor and consumable materials they provide the compressor at their cost to the vendor ( I went and bought mine for about $175.00 our cost). The vendor makes no money on the compressor so they recoup the cost with the inflated refrigerant pricing. So you the AHS customer paid $75.00 for the diagnosis and $320.00 for overpriced refrigerant. Add in your AHS premium of say $600.00 and if you didn’t have any other repairs that year your compressor change out cost you about 1K. Issue number 2 last year. My internal bath tub stopper breaks and my tube wont hold water. Call AHS spend $75.00 for the service call. Plumber says he cant do the repair it’s not authorized by AHS. I point out in the contract that yes you can do the repair there is access to the drain thru the wall in the bedroom. He says AHS wont authorize it. After several calls to AHS and them telling me I have to remove the tub for the plumber before they can fix it, I get to the truth from the contractor. AHS will authorize it but the contractor feels that it’s too risky I have a fiberglass tub and if they break the drain they have to replace the tub. Basically AHS hangs them out to dry Unlike the compressor repair there is no fall back for them to recoup any money. Last week my timer on my pool stop working. It basically could no longer keep time my pool was coming on all hours of the day and at night. Called AHS. The contractor was there in two days made a diagnosis of a bad mother board on the controller. Got a call from American home shield last night first telling me that my share of the repair was $580.00. I asked how that could be it’s a covered item and my contract says you will cover up to $3000.00 per item. So your telling me the mother board is $3580.00? They said no its not covered. I said how can it not be covered. So they reference Item G3 on their list of exclusions telling me it’s a computerized home management system. After I explain that is not I drop the bombshell on them you have repaired or replaced this before in 2014 and 2008. Person on the phone tells me they will send a email to the folks that authorize the repairs since this seems to be a mistake They tell me I should hear back from someone today in the morning. After lunch today I called them then they proceeded to tell me that it was declined because I had another way to turn my pool on. I could manually turn it on. I asked them why does it say in the contract that the timer is covered. They could not answer the question. The came back and offered a second diagnosis’s. I said what good is that going to do. They repeated the question several times asking if I want a second free diagnostic. I asked are you going to fix it when the second person tells you the same thing? Its not going to change the wording in your contract. They said let’s see what the second contractor comes back with. So now I’m waiting on my second contractor to call and set up an appointment. Oh and they told me I can’t tell this next vendor that someone has already been out once. Then we will play the game again and after I get my pool timer repaired I will let my contract run out and will not renew.

Best Service!!! Matt, the tech, was here at the time scheduled. He found the problem with ac, fixed it and was on his way. Great service. 5 stars!!

Stay AWAY from this company. It’s a scam. They have very skilled sales representatives that will make you buy the contract. First of, i had a claim for my water heater. They hire the worst companies to do the service. The plumbing company never showed up in the 3 hr window provided (9-12), i called at 1205 and they said Oh the technician got cough up with a previous call and " IF YOU WANT WE CAN SEND ANOTHER ONE AT 3 PM". I was so mad, and told the lady that they had no respect to time and the least they could do is call to let me know as i took a day off and had so many things to do. After the technician came, looked briefly and recommended replacement of both water tanks, AHS wanted me to pay $1850 besides what they cover. Well, i called a couple companies to give me a free estimate to see what would it be if i did not have a Home Warranty - and both quotes ranged from 1400-1750. Means, you paying a premium, AHS will charge you 100 for a service call, and then you end paying out of pocket more than someone who does not have home warranty. I requested a cash in lue, and they offered me a couple hundred for both tanks. After a month I called them back asking about the money, and they said it takes 4-6 weeks to process. I am like REALLY? I asked how much was the amount that they needed to allocate resources and budgets to pay me off, then i found that they lowered the amount agreed but they never sent me an email or proof of it although I asked for it.. and the Rep said " we don's send this information", so here you GO, its a SCAM. i had nothing to substantiate my claim. What a Rip Off and waste of time.

If I could rate them without any stars I would - long story short, a broken A/C on my rental in AZ in June, during a heat wave, took 2 weeks to finally resolve. During that time, I spent hours on the phone with AHS, accused of lying by the representative, transfer and drop, extended hold times while they were "researching". AHS put calls into the vendor but when I called, never had any notes that the vendor called them back or updated them. Never had any notes that the vendor even came out to my rental. I called the vendor myself to escalate. There was no follow up or ownership from AHS when they are the ones contracting with these companies. If I chose to dispatch to another company I would have had to pay another service call. No help or follow-thru on their part at all. Finally after a week and a half and several more hours on the phone, I got a $30 credit and an allowance for a portable A/C which was nice, but it still would have cost me the difference out of my pocket and there was nothing I could find on short notice. The purpose of the home warranty is to avoid added expense out of my pocket - so buy a portable A/C because you contracted with a vendor that lies about the repair? Side note - vendor said coil could not be replaced, couldn't find one, had to rebuild it. They came out on a Wednesday, but didn't determine that until the following Monday. Came back that Monday, took the part and said they will be back "sometime". Meanwhile calling AHS to get them moving, stay on top of it and nothing. They could do nothing about it but call and politely ask them for a status while heat advisories are being issued throughout the state. Service call opened 6/1, vendor showed up 6/5, AHS didn't know that, never had any documentation from the vendor, my online portal never had any updates since 6/1. 6/12 still no updates - I called a friend that does A/C - said how long will it take to drop a new unit in...tomorrow - 6/13, new unit installed, 6/14 the vendor finally contacts me to return the coil. I got a new unit installed in less than 24 hours and AHS couldn't even stay on top of this request it took 14 days without A/C. ***Also my tech called and checked for that evap coil, it was in the warehouse 30 miles away, the vendor they dispatched is either incompetent or didn't want to do the work since most vendors don't like working with Home Warranty companies. I'm expecting a full refund from this company of my annual premium as I paid that premium to be provided a service and AHS provide ZERO service, I did all the work and it cost me time and money away from my job to be on the phone making all these calls. They are refusing to provide the refund, saying it dwindles over the length of the contract (it's almost over, thank god) and then charge me a processing fee on top of it?! It's laughable the standard this company thinks they can hold themselves to. Just do your research, complaints are EVERYWHERE about AHS! After sharing on my social media, the amount of personal friends with negative impacts are surprising and I wish I would have known. For more information you can view my BBB complaint or anyone else's. Poor business practice, poor record keeping (never any notes in my call) and zero respect or support for their customers. There are groups out there trying to gather more complaints to shut them down, just google for like 5 minutes you'll find it all - DO NOT USE this company!

I have had American Home Shield for the past 2 years. The first year was great. I had several repairs from broken downstairs a/c, to leaking pipes, to broken (almost electrical fire) microwave. I also pay additional for pool coverage. I paid my service fees, highly rated contractors came out in a timely manner, and I received good customer service even when I had to "argue" my case for coverage (and at times was denied). This past year has been a complete 180. EVERY SINGLE claim has been a battle and nothing seems to be covered. Each time I call customer service, I am speaking with a foreign representative and spending more time explaining my issue than necessary (Rep: What room of the house is the toilet located? Me: The master bathroom. Rep: And where in the house is the toilet? Me: The bathroom). The contractors they have sent for my upstairs a/c this year have poor customer service and marginal repair skills at best (A&R Complete). I have been dealing with a broken a/c for months and after paying $100 service fee, fighting them for 2 weeks to get a 2nd opinion from Dr. Cool (who did have a different diagnosis than A&R), to paying out of pocket for a 3rd opinion (due to the 2 week fight time and then American Home Shield wouldn't accept the diagnosis of the company I hired because they were not an AHS authorized contractor). After paying over $800 to get my a/c repaired (the cost was for the coolant which AHS only covers $10 per pound and companies are charging $80 per pound and won't use any coolant you supply), my upstairs is still 87 degrees. May -Aug I had to relocate downstairs because it is scorching in Las Vegas. This past year I had to find my own leak (which ended up not being covered even with my extra pool coverage), hire my own a/c company, take off too many days from work/coordinating with friends to housesit while away for military training, spend entirely too much time on the phone with claims and authorizations begging/pleading/re-explaining things. AHS did NOT give me piece of mind or make life easier. However, they DID successfully fix the flapper in my master bathroom toilet. I have referred so many of my military friends to them and I'm embarrassed to have done so at this point. I don't know what has changed on the management side but I will NOT be renewing my contract with them and since my house is still hot (AHS allows 60 days from the last service on a repaired item to continue to try and repair it), I will be filing a complaint with the attorney general and Better Business Bureau based on the overall scam racket of the past year (thank goodness for documentation).

I just cancelled American Home Shield. Terrible customer service, verging on insulting. They are NOT available 24/7 as advertised. I found that out when I needed emergency A/C service in the middle of the night and they were not available. No reimbursements. No apologies. No sympathy whatsoever. They charge a cancellation fee. They have binding arbitration so you can't take them to court. [EDIT] I'm not surprised, but even the response here is not genuine. Perhaps it's auto-generated. Their offer of help below this review was not legitimate. I contacted the person who offered help and received no response.

What a joke? I have been waiting for a replacement/repair for my Tankless Water Heaters since March 2019. I am tired of dealing with the numerous excuses as to why I have not gotten closure on this yet. Before I go into detail, the only reason I got the policy was for the possibility of needing it for a repair/replacement of my two Tankless Water Heaters. So, when I got the policy I asked several times if Tankless Water Heaters were covered. And i was assure the were covered. As part of my annual maintenance, I had a descaling done in Dec. Around March I experienced a series of errors. At this time I called AHS for the first time. They said they would schedule an appointment with a local provider and I should here from them shorty. After a week and no call, I called. AHS again. They gave me the number of the local company. When I called them the company said they dont service Tankless Water heaters. That should have been a red flag. Now,I calked AHS back and told them of this error. Then then reached out to another plumber who did come out. They explained to me they needed to attempt to repair. If the repair didn't work, then next step is to replace. So, after deciding to do anothet descale, I set up another appointment. They came out and did the de-scale in late April. By May, the errors returned, so I called the plumber. The plumber said okay, he was recommending a replacement. It's Auguat now and nothing has been done. Any communication, is initiated by me. I have called AHS at least a dozen times. I have been hung up on while on hold with no call back on multiple occasions. Each time I call, I am told someone will call me back, with a solution. But, to this point I have had nothing. The excuses I hear range from, we need to get paper work from the plumber, there was an error on the paperwork, why do you have two tankless water heaters, its under review. This is ridiculous. I am sure this is a scam. I am TOTALLY disappointed.

When summer arrived here in Texas, my AC seemed to be losing its cooling ability. I called AHS on May 23rd, paid my $75 fee and they connected me with Next Gen Air. They finally came out on June 6th. They inspected my system and said it needed a valve of some kind. They replaced it and charged me $40 per pound for Freon - a total of 14 pounds. AHS only covers $10 per pound so I wrote them a check for $420. The thing I found strange was that on my AC unit it has printed that they system only holds 11 pounds. I contacted Next Gen Air to inquire about this discrepancy and as of today they still have not responded. My AC still wasn't cooling properly so I called AHS again. I told them about my problem and they said they would connect me with Next Gen Air again. I shared my past dealings with them and how I was improperly charged for Freon my system couldn't possibly hold and asked for a different company. They refused my request stating that Next Gen was the only company in my area. Seriously? I live in Fort Worth, Texas a metropolitan area of over 1 million people. Its been 100+ degrees with heat indexes of 113 here in Texas. My inside temperature was close to 90 degrees. I bit the bullet and just called a reputable AC company who came out and fixed my problem. Remember folks, these home warranty companies are simply selling insurance. We all know the first word out of their mouths when you file for a claim.... not covered.

HSA sold contract to AHS. AHS lacks coverage of 2 main items needed coverage. After all these years of paying to HSA for water softener I now had to purchase it for $600 plus installation. On 8/5 I contacted AHS charged $55.64 "administrative fees" to cancel a warranty contract I never purchased from AHS in addition to the $69.32 charged July 19. Tried to speak to supervisor - "all busy". Tried contacting US but only reached Philippines & told "keep trying to call back & maybe reach US". 8/13 I called AHS because my account wasn't showing cancelled. It was not. Speaking w/ Lovely/Philippines and Whitney/Memphis Retention who assured me now that it's cancelled. AHS is HORRIBLE company!!!

American Home Shield is the most common insurance company for home buyers to be talked into at closing. They "claim" that if anything happens to your house in the first year they will fix it. That is an absolute blatant LIE! Please do yourself a favor and make sure you read the full contract before you pay the $900. Any time you call them you are charged a $75 service fee. If you need to call for two things at the same time they will charge you $75 for each item. That pretty much covers the cost of you calling a technician yourself. If the broken item is ANYTHING beyond a simple fix they will quickly point out that your contract does not cover anything beyond basic repair. We have a clogged sink drain. They said an unlicensed plumber who told me he was 24 years old to the house. This guy was very nice but could not figure it out. So he had to come back the second day with a bigger snake (the one he had was from home depot). That snake did not work so he had to come back after the weekend with a camera....none of these things are on his truck because it was a small company. He could not get the camera in far enough to see anything. I then suggested the clean out drain on the side of the house. He opened that and could not get auger or camera to go further than 2 feet. His then professional opinion was that they needed to rip out the entire one side of the kitchen, including granite counters, pull up the tile, cut into the concrete and look for the clog that way. I called American Home Shield to request a second opinion and was told that I would have to pay for that and that they do not pay for any of the repairs to cut into the floor or to put the kitchen back to the way it was. They were only paying for the first kid to come out and guess that it was too hard. This was an upsetting and frustrating experience to say the least. Al from AHS REFUSED to let me talk to a supervisor and told me that he was the highest level of authority that customers can talk to. He then told me that they are protected by the contract and there was nothing more that they will do. DO NOT WASTE YOUR MONEY!!!!

I had no choice in who the technician was. The technician that was chosen only worked 11-2 in my zip code, and that’s it. He wouldn’t give an appt time, even though he claims he has appts out here, and he said he only works during the week. I had already paid the $75 service fee because it makes me do that before I even know who the tech is. I called AHS, and they said I was stuck. They wouldn’t give me my money back to find a technician with flexible hours, and said it is up to the technician to set hours. I had to figure a way to be here or I could pay an additional $75 to get at random, another technician (which could be the exact same guy they gave me in the first place)! Don’t use AHS if you are a working person!!!

We called over 10 days ago re-washing machine problem. A repair person arrived two days later and immediately said he couldn't help because he needed a second person to help lift dryer from top of the washing machine. A second appt was scheduled with him. He did not show for that appt. Another appt was scheduled but he could not bring another person with him. We were told it was our responsibility to remove the dryer. We called AHS a number of times after that but they could not get us another repair person. We are in limbo and will request the return of our service fee and annual premium since they have not provided the service contracted for.

Consumers be aware of American Home Shield miss guided business practices. We have been without a washer/dryer for close to four months. My contract is for replacement of failed parts or machines. I've been a customer of AHS for over four years. After four technicians were sent to our house and they all said that both washer and dryer need to be replaced. and after numerous calls and long wait times, AHS gave me an offer to replace only the washer with an inferior washer and they asked that I dismount the dryer from this stacked unit for AHS to replace the washer with this inferior machine. Estimates that I had received from Home Depot were for four times the value that AHS offered me. So, I neither can go with AHS's offer nor I have been offered a credit by AHS to purchase the Home Depot equivalent units. AHS does not respond to emails and each call is more than 45 minutes of wait time. The escalation department is so backed up that drops calls after 30-50 minutes of wait time. AHS is appearing like a major scam to me. I've never has this level of difficulty and non-responsiveness from any company.

Don’t waste your time and money on this scam! We have been customers of AHS for many years. Minor problems and repairs, such as toilet flushings or garage door opener repairs are carried out quickly and efficiently. But these issues are things you can do yourself or find an inexpensive local handyman. But when it comes to an HVAC AHS is just an absolute horrible nightmare. We called AHS in April 2019 the first time because of our broken HVAC and until today Mid August 2019 the HVAC still doesn't work!!!! - although we had to pay a “co-pay” of $1,100 to have it repaired. Our contract with AHS states that they will replace a broken HVAC with a new system. After many calls to AHS in April, they commissioned an incompetent company “BestWay Mechnical”. They sent us a “technician” after a week. After working on it he claimed that he had “repaired” the unit, but the HVAC failed again in May 2019. When we called or chatted with AHS they gave us the run-around. Again they commissioned the incompetent company “BestWay Mechnical” which never is reachable by phone nor email. They schedule appointments which are not kept, or if they say they come out between 8am-12pm they come at 9:30pm AT NIGHT!. “Bestway Mechanical” even has one phone line without a voicemail, another line which says this phone line is no longer working or a line where you have to stay in-line for hours without someone ever picking up. AHS finally made “Bestway Mechanical” to send some totally incompetent “technicians” again to come to our house. They claimed that the indoor unite was broken (I am no technician, therefore I am not sure if this actually was the case) So the “technicians” (which actually do NOT work for Bestway Mechanical, but are independent sub-contractors) said the unit has to be ordered. How long this would take would be in “Bestway” and AHS’s hands. Now the endless loop of calling AHS and Bestway began - for many weeks! Finally they told us that they would install a new indoor unity, but only if we would pay ca. $1,100 upfront when the “technicians” arrive with the new unit. We requested a written confirmation about what parts we would have to pay for. AHS said they would send an email with this list, but never did that, and to this day we are not sure if we actually had to pay for it. But to finally get it fixed, we agreed to pay $1,100. At the end of June “Beltway Mechanical” “technicians” installed the “new” indoor unit & we paid $1,100. A few days later the HVAC stopped working. Again we called AHS and Bestway and were in an endless loop of calling AHS and Bestway - for weeks! Two times the “technician” announced that he would come. One time he did not show up, the next time he checked the new unit and told us there was a leak at the outdoor unit, but he didn’t know where and he would have to come back the next day to check this. Of course he did not come back. Again we called AHS and Bestway and were in an endless loop of calling both. Beginning of August the “technician” finally came back and told us that the outdoor unit has to be replaced and he will put in the work order. Guess what - now AHS says we have to pay $400 to get that fixed, too. But they refused to provide us with a written statement what kind of parts these $400 will cover. They also offered a payout, but couldn’t say in what amount, but we should file a form to get a payout in an undetermined amount. - So, we are stuck in an hot office for almost 4 months, although we have a contract with AHS - We do NOT know whether the indoor unit actually was broken and repaired with an actually functioning and fitting new unit - AHS will NOT give us in writing for which parts we have to pay $400 again and they don’t say what alternative amount they would pay if we take a lump sum - AHS will not provide anything in writing - At AHS there are NO managers you can call or connect with, there are NO real phone numbers provided for managers, all upper management/ executive emails do NOT work - AHS has not fulfilled its contract agreement - We already paid $1,100 for a NOT repaired, NOT working HVAC and now feel blackmailed. Just to mock us we see/receive each day an ad about their amazing service of replacing broken HVAC’s.

My AC got broken for 2 month before contract end, I contacted this company to fix it, it was hot and agent promised to fix it ASAP. On next day they canceled my request, for my question "why did you cancel my request? " they said that contractor did this and assigned new contractor. I was waiting for new contractor for half of day and he just said - sorry we don't service such AC like this, please contact another company. AHS assigned another company for me but he even didn't contact me. All this took 20 days, 20 days my AC is broken and me and my family are in hot. Today I canceled my contract. Don't waste your time and money

Please don't give this company any of your money. I wish i could give them 0 stars. They knowingly deny, and delay claims as long as possible so that customers get frustrated and just do it themselves and then they refuse to reimburse because the contract requires they handle the repairs. My AC has been out for over a week, I have spoken to no less than half a dozen people and I called today and was told that they still need the technician to call them to request a new compressor, even though I was told last week that it was ordered and would be here within 5 days. What they are doing should be illegal. It's 101 here today and tomorrow is supposed to be 102 and the only way to get AC is to pay the $1000 for a new compressor myself. Its unsafe and they dont care or want to help. Save your money, put your monthly fee away in a savings account and use it to pay for repairs. Don't give it to AHS.

Have been waiting on a response from "authorizations department" for a month. The first AC company they sent out deliberately and knowingly put in the wrong condenser. A year later the ac unit died again- the unit is now swimming in oil and they have the nerve to deny the new companies request for the proper part because the old one put in by the last idiodic company is still under warranty. Still under warranty my foot! they deliberately put in the wrong part and they killed my ac system! Told AHS to never send them back to my house and to let the new company fix it the right way- but- I need to wait for "authorizations department" to approve it. ITS BEEN A MONTH! my husband and I are in the military. we use AHS for piece of mind to get work done for us that we cant be there to do ourselves. This is highly frustrating. It's like whenever we call the foreign lady on the phone simply does not understand what I'm asking or telling her. We will be filing with the better business bureau.

American Home Shield is neither American nor a reputable company. Submitted a claim for water heater not working. My calls went to a call center in the Philippines talking to "customer service reps" that I seriously could barely understand - I understand this a global business world but this is not how to service customers. I opted for cash in lieu offer after being told the $390 would not be covered (SCAM!! Not reputable!) and they wanted to replace a high-end unit in a custom home with a cheap tract unit. Cash in lieu offer was for $420 (no wonder cheapo unit!!) BUT ONLY if I show proof we got replaced by a licensed plumber (after originally telling me worked this way IF I wanted them to cover the new water heater). I explained I would replace myself (since no way could get licensed plumber to come close to that) and didn't care if AHS covered the new water heater. They said that was not an option. I had AHS on another house like 10 yrs ago and they replaced the hot water heater with no SCAM charges. This company has evolved into a SCAM company. DON'T WASTE YOUR MONEY - CHECK OUT OTHER HOME WARRANTY COMPANIES.

I first called and submitted problem service ticket on July 15. Fast forward 1 month later, no less than 15 calls from me to them, ticket has been reassigned by AHS twice, ice taken off of work 6 times to meet contractor at my home, and still no end in sight. I called them again for status update 30 minutes ago and after putting me on hold, they just hung up. Beyond horrible service.... it's nonexistant. They will take your money but never fix the problem. And i truly believe the vendors they contract with are those not good enough to obtain their own business: hence AHS. Their contractors are unreliable, not sr ependable, not knowledgable, unprofessional. This is the worst company I've ever had to deal with in my entire life.

This is my third attempt. Your customer service is the WORST I have almost ever experienced. I have 2 homes covered thru AHS and my first call was on a home that I own and my son and his family live in...there are 2 small children that live there..the call was for the HVAC, I called on a Friday and was told that the Tech would be there on Saturday...NOT true the company is closed on the weekend. I called on Saturday and was on hold with for 4 hours trying to get this resolved. I wound up covering the cost for the HVAC to be fixed. Then my personal home HVAC went out on Sunday, I called was told no one could come out until Tuesday..I live in Arizona and the temps were 110 to 116 degrees. And now I have been charged 2 separate deductibles instead of just one. WHAT KIND OF CUSTOMER SERVICE DO YOU HAVE?????

The electrician notified us in a very timely manner, arrived on time, was very knowledgeable & professional. He did a great job in finding out what the problem was.

When I first opened a claim on line, I was called within minutes to schedule an appointment with a tech. Quicker response than In thought it would be

AHS is a scam. My dishwasher was blinking on "clean" button and not able to start because of it, it all started in the middle , of June 2019, now is August 7 still not fixed by contactor provided by AHS, the came several times changed parts started it and as soon as cycle finishes it goes back to same blinking problem. After several attempts to fix it I called AHS and representative asked me in July do I agree they send contractor one more time and if they are not able to fix it they will replace my dishwasher, I agreed, They came didn't fix it again and I called AHS again and was told they will send contractor again, I said don't send them anymore call me with information when my new appliance will be delivered, the rep. was some overseas person said OK. And the next thing I received email with info about contractor coming to fix it, I called and said I don't want them comming anymore asked for manager they transfered me to escalation group where representative told me they cannot replace appliance unless contractor says they cannot fix it. I asked her how many times they have to try and not fix it so they determine it is not fixable she told me they can come as many times as they want because they cannot give new appliance based on how many times they try but they trust their certification and knowladge on stating it can or cannot be fixed. I asked if she thinks that they have knowledge based on my experience she said something that means take it or leave it. I insisted they don't send that contractor anymore I will not let them in my house so she said they will send different company. After that she called my husband's cell phone to tell him they have problem to get other company to come to our house and my husband said don't send same people again. We had other company technican coming and started dishwasher after doing some reset, told he will check with us next day to see if it has same problem, As soon as cycle finished it went to same old blinking problem. I sent message to technician and didn't get response, Day after called AHS was told they checked with contractor and they are waiting for manufacturer part. I really doubt they will ever fix it but as per AHS escalation representative I have no say in it.

Zero stars more likely. Every time you call...it is the run around with scripted answers. Their supervisors must be on the phone for days. I've been referred to 4 different times for the same GE Profile Refrigerator. They even referred me to the same company twice that doesn't work on this brand. Total waste of time and money. When the vendor did come out they diagnosed the problem. Two parts, one is no longer available. The company, now wants me to take another 1/2 day off work for a new vendor to come out and re-diagnose that their contracted vendor was correct. The end result is I'm cancelling this service for both properties...I wouldn't recommend this service to some one unless I hated them.

I have been a very satisfied customer of American Home Shield since 2012. The cost of the policy as well as the services techs that are sent to do the job are outstanding.

NO STARS. Water Heater went out took 2 days for repairman who showed up and stated needed $700 in additional money in addition to the replacement water heater. He left the water on leaking through the water heater. Called customer service unbelievable response and they offered a cash out. Received an intelligible call as to the amount. Now on hold for 50 minutes for status of money. I paid $515 for a replacement water heater and installed with my father and plumber friend.. BTW the $700 addl parts and labor WAS A SCAM. This is not acceptable and will see how to submit to Florida Attorney General office for unfair business practices

I'd give 0 stars if I could. I've been trying to not only get a knowledgable human being on the phone for almost the entire year we've had the plan, but trying to resolve the issue that we've already paid for. Hold times are insanely long, they continue to transfer you from department to department resulting int the answer "someone will have to call you back" and no one does. Furthermore, I've explain how many times i've had to call and they claim they have no record of my calls ever taking place. We had a gas leak and in an emergency had to remove an appliance. We paid the deductible to have a service tech come out and they denied any coverage. Our washing machine went after 1 month of purchasing our home, again the deductible was paid and we opted for the cash out option and ONE person out of the dozen or more people we talked to was able to assure us we'd receive the check in the mail, and now no one knows what i'm talking about and they are refusing to give the cash out option. This company is a total joke.

AHS and its contractors have been very professional and knowledgable so that each issue we have encountered since we moved in has been quickly and efficiently resolved.