American Home Shield Reviews
8.9
Overall Score
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Becky Winter Park, FL
I called to get service on my dryer and waited to days to be contacted by the assigned company. Finally I called AHS back and then I left two messages with the company and was able to get them out. Once at my house they diagnosed the problem and cane bsck 4 days later to fix it permanently.
5 years ago
Kelly A Wright Fanwood, NJ
I have American Home Shield. When the temperatures hit record colds, my pipes froze and burst. I didn't think they would cover it but I figured I should call; it was worth a try. To my surprise, after explaining the situation, they told me they did cover. I cancelled the original plumber I had coming and waited for them. When there plumber came a day later, he immediately told me that my contract did not cover frozen pipes. I told him and American Shield that I had explicitly said that numerous times, and that I wouldn't have wasted my time since I had already had another plumber who would have been there faster. They said they would look into it. Instead, they never got back to me even after I called numerous times and they still charged me the deductible. Most definitely not renewing this and would not recommend them to anyone.
5 years ago
Stephanie Gordon-Snavely Los Angeles, CA
I am really satisfied with AHS. They have always been there when I needed a repair done. I would recommend them and I have to my friends and neighbors.
5 years ago Edited January 10, 2024
4smith Englewood, CO
I am please in general with AHS. The reason I can't give it 4 or 5 stars is because of the hold time whenever I try to call. I've waited up to an hour to reach a customer service rep. As you can imagine, this is frustrating. As far as the contractors that are sent out upon request for service, I am very satisfied.
5 years ago
Jason Pace Katy, TX
I have been a customer for 6+ years and the last 2 service requests I have placed have taken over an hour each time. These were done over the past 12 months. 3 Areas of concern and why I am leaving AHS:
1) The hold time is just plain unacceptable and I even tried the Chat option on the website and the message said "The next Chat agent would be available in 20 Minutes" I've never ever have seen that with any company before.
2) The agent I finally spoke with had broken English and could not understand my question about replacing a pool pump that was replaced 2 years ago by AHS and if it was still under warranty.
3) I sent an email and left a voice mail message with details for Dana L in Memphis with my contact information 2 weeks ago with no response or acknowledgement at all.
What happened to AHS??????
5 years ago
Edgar Ruiz New Providence, NJ
I’ve been paying the service for almost 4 years now. I’ve used the services once. I tried to use them a few more times but it takes more than 24 hours to send someone. When it’s an emergency (like ac not working on July) you still have to wait 24 for them to send someone and on one ocasion it was more because the provider was super busy.
5 years ago
David Missouri City, TX
I live in the Houston, Texas area. AHS initial automated responses are good. Do not attempt to call them and speak to a person. Extremely frustrating. The Air Condition companies, and the plumbers have to be the worst in this area. The AC company they sent recommended I replace my units for $22,000. All I needed was a compressor on one of the units. Please read the negative reviews on AirTronics, They are true. Do not use this company if you have a choice. Unfortunately I will be cancelling my contract with AHS due to who they choose as the service providers
5 years ago
Colleen Davis Redding, CA
Difficult to get a person on phone who knows everything they are talking about. Would not send me a summary of the reduction in my refund based upon cost of service call. The service was TERRIBLE and I'm not sure the cost I have been billed and paid out of my yearly payment I made was fair. But nobody would ever talk figures or send me a statement.
5 years ago
Severo Palma Tucson, AZ
American Home Shield always takes care of any problems I've encountered in our home. They have always sent expert technicians to fix or repair any appliance.
5 years ago
Linda Lake Saint Louis, MO
The amount I was offered to replace both my washer and dryer was not adequate to buy a reasonably priced set. I still had to pay an additional $500.00 for the set. I had a very nice quality Maytag. I’ve been paying Am Shield $56. 00 a month for 7 years.
5 years ago
Kimna Philadelphia, PA
Service was quick and very professional . They worked with my work schedule and was able to get someone out to my house the time that I will be there .
5 years ago
Ed Crestview, FL
I just moved into my house and had to make 3 claims. AHS quickly sent qualified people out and had my issues fix that day. I have been happy with their services.
5 years ago
Reply from American Home Shield
Hi Ed,
It was a pleasure to read your feedback about your experience with American Home Shield and the service claims that were completed.
It was a pleasure to read your feedback about your experience with American Home Shield and the service claims that were completed.
Jun. 18th, 2019
Veronica Akron, OH
I only had one complaint. I ordered a service on a garbage disposals and the person taking the order did not look up to see if it was covered and a person was sent to fix and while they were here that got a call that the item was not covered. That has sense been corrected.
5 years ago
Michael Daigneault Carrollton, TX
I was happy with the turn around time. The texts I get about the service tech is very helpful. I do like the new payment method being done on the internet.
5 years ago
Tad B San Francisco, CA
The WORST experience - DON'T WASTE YOUR MONEY. Their service is designed to avoid paying you. I lost a day of my life, without heat or electricity for my family for 24 hours because of AHS incompetence. And now they're making it impossible for me to collect payment for the service fee. I arrived at a vacation home in snow country on a Friday afternoon to find the power off. I waited on hold for 20+ minutes to report the problem, only to have my call dropped by the agent. I was finally able to report the problem online & received an electrician assignment. I only got a VM when calling the contractor Friday night & Saturday AM, so I called AHS again, who said that they would expedite the request. I called again a few hours later and was assured it was expedited. Then I called hours later only to be told that the other agents should have told me that they don't assign contractors on a weekend. So she authorized me to get an outside contractor, but to call in for an auth once the contractor was there. After hours of calling on a Saturday, I managed to get a contractor out at 7PM. I called AHS for the authorization number, only to reach a recording saying that it was after hours - to proceed and call during working hours. I called AHS back on the following Monday only to be told that they need to talk to the contractor directly. No contractor is going to wait on hold for 30+ minutes to give them the info and the asked me to keep them back to try to get him on the line. I'm not going to spend 30-40 minutes every day hoping to catch the contractor when he's not busy either. So I asked to cancel my AHS contract. I was transferred to another line, which had a voicemail to send an e-form. I've spent over 12 hours trying to resolve this and AHS is totally failing me!
5 years ago
Jeff H Austin, TX
I have used my warranty twice since purchasing and both times the company has been extremely proactive and the contractors have been very professional.
5 years ago
Kimberly Calkins Wimberley, TX
I recently called Home Shield for two plumbing issues at a rent home that I own. Home Shield was prompt in providing me with a plumber. However, he wasn't able to service the address for three days. When he showed up, he was in the residence for two minutes and left. The issue was a hot water heater not providing enough hot water. And a sink that back up which he said wasn't called in as that. I gave specifics as to both issues, but he refused to service our home and left me a bill for $97.50. I had to get someone to service the issues myself to the tune of $800 and the rental of a camera ($160) to get inside the pipes to ascertain the issue. Very unhappy with the contractor that Home Shield provided.
5 years ago
Marva Bailey Drexel Hill, PA
The bed company ever
I have saved so much money since I brought home shield in my life, every time I called they are very pleasant and ready to meet my needs
5 years ago
WDS Castle Rock, CO
STAY AWAY from this company, buy warranty elsewhere.
We had American Home Shield for years, spend lots of money with them.
Then years later, we moved and got a new contract for our 15 year old home in Colorado. In October 2018 we had a home inspector checking all appliances, HVAC and furnace prior to our purchase. Everything passed, and seemed to be in good working condition. Since the house have used appliances we decided to get them protect by American Home Shield.
Well months later, winter came and we needed to use the furnace, then we noticed it was having a hard time keeping the house warm. We placed a service request with AHS and a technician was sent after few days. Diagnostics was heating exchanger was struggling exhausting the air due to rust gradually reducing the air channels.
After a week without hearing from AHS, I called them and they said it would cost me $5,500.00 to solve the issue. And could only pay $1,500 and I have to pay $4,000.00 out of my pocket, (it's define ion the fine prints of the contract).
Well, since I was not aware they did not cover the entire repair cost, I decided to go for the option for cash out the $1,500.00 and choose different contractor. I told them, cash out would be fine. Then another week passed by, and never heard from them. Called them again and after a 35 minutes on hold, the representative said my cash out was denied because they consider my issue a pre-existing. How could I know there was an internal rust issue slowing degrading the heating exchanger? The home inspector checked the unit during a 70 degree weather and heater went up to 80 degree without any problems, and the A/C went down to 60 without any issue.
Anyway, they told me they could send me another contractor to get a second opinion about the issue, and if the diagnostics were the same, then I would have to pay another $100.00 and the claim would remain denied. Why they send me the first contractor if they don't trust his opinion? Am I crazy or they are big crooks? I will let you make your decision based on my own honest review. Find a local small company to do business with, and stay away from these scammers.
They served me well when I needed 15 years ago, but now they are nothing but scammers. They rather spend tons of money paying for internet campaigns, but not taking care of their clients, which are the ones that bring more customers than any internet campaign. We are in 2019, business without a pro-consumer policy will not survive, and if they don’t change the way they treat customers, they will be out of business, it's just matter of time.
I am not bashing them because as revenge, but to prevent other people to fall for the same trap I did.
I hope my review will help someone to choose better company.
5 years ago
srini aiyer Glen Allen, VA
the claims process was smooth.
the technician arrived on time and was very professional.
he completed the job and discussed the issues regarding the dryer.
5 years ago
Ronald C. Robinder, PhD Austin, TX
Technician did a very good analysis of the problem on my furnace and obtain the necessary repair part promptly and installed it in a highly professional manner.
5 years ago
Peter King Orange, CA
American Home Shield is nothing more than a SCAM. They take your money and pretend that they are operating an insurance company.
Short version:
Policy came with a new home in May 2019. Early July LG dishwasher stopped working. Repair tech. arrived on July 17th.and said that the problem was a blocked drain, told him that we cleared the line and that was not the problem. Tech. checked the line for himself and said problem was solved and refused to start the dishwasher to confirm that it was working. When he left we tried to start the dishwasher, it was not working. We called American Home Shield to complain again. After dealing with two different repair companies under contract to AHS for four months we bought a new dishwasher.
Approx. Nov 1st. ice maker on our GE refrigerator stopper working. We called AHS and a repair tech. arrived on Nov. 7th. from AG Appliance Repair and stated that it needed two replacement parts. We called AG Appliance every week after to check the status on the parts and each time we were told that they were not available from GE for at least another week. On Jan. 16th. 2019 we called AG Appliance and was told that the ETA on the parts was Jan. 28th. I went online and found that genuine replacement parts were available from a couple of replacement part suppliers. I called AHS and Crystal confirmed the Jan. 28th. date. She said that date was unacceptable to AHS and that we would be supplied with a new replacement refrigerator. She also mentioned that I would recieve a phone call within 24 - 48 hours from the supplier confirming a delivery date for said refrigerator. On Thurs. Jan.24th. (eight days later) I called AHS and was transferred to their replacement dept. after been on hold for 30 mins. I was on hold waiting for this dept. to answer for a further 63 mins. before I had to hang up, life was calling.
This morning Jan. 28th. my wife called AHS replacement dept. and was told that there were no plans to replace the refrigerator and that the parts to do the repair would be available on Jan 30th. and that AG Appliance will call us to set up a date for a tech. to do the repair.
Time will tell but it looks like the next step is to report AHS to the California Insurance Commissioner.
5 years ago
Alison Sawyer Atlanta, GA
Vendor Selection - for every issue we reported, AHS sent an inefficient and inept vendor to service the problem. In every single instance, we had to call for the vendor to be re-deployed because they did not fix the the issue the first time. In most cases it was impossible to get the vendors on the phone, even during business hours. We ended up having to hire our own companies to get the job done, essentially rendering the warranty useless.
Customer Service - the customer service center for AHS is staffed out of the Phillipines. Staff are robotic in their responses, reading from a script, and not understanding (or empathizing) with the concerns of the customer. They follow policy to a fault - allowing the company to protect itself from refunds or legal issues even in situations where they would be better served by admitting a failure to properly serve and addressing the consumer concerns.
Our experience has been so poor that we will be cancelling our contract before a full year has been reached. With leaders from companies like Amazon, Lyft, etc at the helm, I would expect a better level of service, but AHS is simply not meeting an acceptable standard.
5 years ago
Patricia M Waddell
Request sent to local service company right away and I was contacted quickly to set up appointment for service.
Great not having to hassle with all the arrangements.
5 years ago
Cathy Appelbaum Naples, FL
I called about my disposal that was not working. They had someone out in 5 days and the disposal was replaced. I am very pleased with the service I received.
5 years ago
FP Harleysville, PA
Forget AHS. Not worth it. I've had it for years and just cancelled. Over the past few years a lot has changed:
a) AHS has become very aggressive in denying claims, some of the revised contractual language (e.g. improper installation) is so vague, the can deny anything.
b) the service fee, which was once $40, is up to $75. For that amount you can pay a contractor directly more many repair calls.
c) the quality of the contractors dropped significantly; good contractors simply don't want to work with warranty companies.
d) Contractors learned and collude with AHS to game the system: They will find something that "is not covered" to increase their income. Because you already paid them $75, you may be tempted to accept, and they will grossly overcharge. For example: gas for the air conditioner is not covered, and they will charge you as much as $90 for each pound of freon. A 30 pound cylinder refill of freon costs less than $200 to the contractor.
5 years ago
Ed Dallas, GA
I purshased the AHS warranty to cover my heating and air conditioning systems. I was made aware today that AHS only covers part of the repair of the "heating system". AHS has declined to provide the necessary replacement of the heating system control panel. Whenever the thermostat calls for heat the entire system shuts down because of this part that needs to be replaced. I am now being forced to pay an additional $450 to replace this panel myself. I've already paid AHS $685 dollars for their partial warranty. Do not trust that their brochure covers these "systems". It covers only parts of these systems.
5 years ago
Pamela C Wilson Leesburg, VA
In the middle on the coldest days of winter in Virgina, my heat pump stopped working. I called AHS for service. Initially the company they connected me with said they could not help me for several day. So I called AHS back and said they needed to find another company as the first company didn't have anything on their schedule to service my heat pump. So then about 30 minutes later the same company called me back and said they would come service my heat pump on that day. The technician came out for 10 minutes and said it was the sequencer that was broken and left. Never said when he would come back or how he would fix the problem. Days went by with no response from this company. I finally called them and they said they had ordered a part and did not know when it would be in stock. All this time I have NO HEAT! I went a week without heat and finally hired another company to come out and they fixed my heater in 1 visit and I had to pay for it myself. It was not the sequencer that was the problem it was a contact switch. I requested to have my co pay refunded and AHS refused. Then I said I was cancelling my service with AHS and they hung up on me. So I tried to cancel the service online and there is no way to cancel it online. I had to dispute the charges with my CC for both the service call that did not fix the heater and any recurruing charges to AHS!!!! I'm shocked that this company ever gets good reviews and my experience has been a COMPLETE nightmare! Don't ever consider using them .
5 years ago
Sophie Long Beach, CA
Our hot water heater broke December 30th. American Home Shield sent a plumber out to assess Jan 4th who said we needed a replacement. AHS wanted a second opinion, so they scheduled another plumber to come out a week later, on Jan 10th. This plumber said we were missing pieces and AHS said we'd have to pay $1,300 out of pocket because it wasn't covered under our plan. The missing piece was the wind screen (basically made of foil and not essential to the functionality of the water heater). We replaced the missing part and AHS had a THIRD plumber come out a days later (Jan 15) who said it needed to be replaced but there were necessary "upgrades" that would cost $550 to replace. These "upgrades" cost less than $50 in materials (flex tubes and vent).
Meanwhile, we have no hot water for most of January and resorted to taking cold showers. It's impossible to get anyone who is competent there and you'll waste hours on hold telling multiple people the history of your issue with them being unable to do anything about it.
AHS is a scam and hires contractors that are incompetent and lazy. I wish a watchdog could shut them down so that people aren't scammed out of money and time.
5 years ago
Gail M Simpson
I am more than happy with my experience with American Home Shield. The response time is excellent and I appreciate the treatment I receive from the company representatives.
5 years ago
Rez Lake Forest, CA
FRAUD ALERT! American Home Shield and its network of service companies are conducting an organized fraud! My furnace made a sound suddenly Friday night and stopped blowing hot air! I called the American Home Shield as my home warranty and submit a service request the next day. They assigned me Metropolitan Heating and Air Conditioning to come and check, once they been assigned I looked them up on Google and saw all the bad reviews! I got worried and I decided to call AHS first thing on Monday to ask for another company. But to my surprise, Metropolitan called the same day and said they had an opening and could come over to take a look at the furnace in an hour! I thought wow, that was fast and sounds great!because it was really cold and I didn't want to spend the weekend with no heater! So I agreed and I thought maybe those couple of 5 stars are truer! He came in, acted very friendly and nice, opened the closet door to furnace, took a picture, closed the door and wrote on a paper that the unit needs to be replaced and gave me a copy and said he will submit it to the warranty company and it might take 7-10 days for replacing the unit, and he left, the whole thing was under 5 minutes! He DID NOT EVEN TRY to turn on the unit and see if it was working or not or what was the problem! I got really worried but then I fooled myself maybe he is very experienced! And sure enough, as everybody else mentioned on those bad reviews, I got a call from AHS saying your claim was rejected because the technician believes the problem was pre-existing!!WHAT? I asked, "based on what evidence? Do you mean that we've been in freezing cold weather with no heater for months?? NONSENSE!" She had no answer and simply said that this is what the technician reported and we will go with that! She then said we can send another company for a second opinion but if they say the same thing there is another $100 service fee, I asked her who would be the other company because I want to Google them before having them come in, she gave me another name and when I searched, guess what! Same reviews! I asked for another company, the same thing! she gave me 5 different names and they all had the same bad reviews about people paid the service fee for nothing! That is where I realized it's an organized fraud! They are just looking for the $100 service fee! $100 for 5 minutes doing basically NOTHING! That is good money! After that, I called Metropolitan to simply ask based on what he concluded that it was pre-existing? And sure enough, he did not answer and never returned my calls! I told the story to a friend of mine, he referred me to another technician that he knew, the guy came in and in 20 minutes fixed the furnace by replacing some wires for $180! My furnace is working even better than before now!
I called them to cancel the contract, they give you a number to call to cancel and no one answers that phone!!!
As the other reviewer suggested, I'm going to file with the state for this fraud as well! And I recommend everyone to do the same so we can stop these guys from rubbing people!
5 years ago
Karen G Alexander City, AL
Horrible experience with AHS and with K & S Plumbing in Pelham AL. Have to wait on hold for very long periods of time and never got called back as the customer service reps promised. Multiple visits from plumber to fix a water heater and when I asked AHS for a different plumber they proceeded to send the SAME guy out. He flooded our bathroom and caused damage. Now I can’t get a supervisor from plumbing company to call me after 1 full week of trying. Extremely disappointed with both companies!
Addendum: Recieved a call from the plumbing company and was asked to send photos and an estimate. Looks like they are trying to make the situation right.
5 years ago
Traci Murrells Inlet, SC
I have been a loyal customer to AHS for 4 years. I have limited need to call for service repair. I unfortunately had to make call for service for my HVAC system. The contractor that AHS sent out to repair, miswired the system and caused the EMERGENCY heat to run continuously. This caused our electric bill to be 5 times the normal charge and caused overheating that burnt out our electric board. This is causing me to incur a repair cost of another $1000. I have made numerous calls to AHS to make this right. They deny any liability and refuse to refund any money. I asked to cancel the policy and spent another 2 hours holding to cancel the contract which entailed the representative hanging up on me. DO NOT WASTE YOUR MONEY ON A WARRANTY FROM THIS COMPANY!!! HORRIBLE CUSTOMER SERVICE IF YOU DO HAVE A PROBLEM!
5 years ago
Stephen Strenk Miami, FL
I used my home warranty policy at American Home Shield to rekey the locks on my home. The third-party locksmith (that American Home Shield provided) told me that 4 of the locks were "smart locks" and for that reason, he'd have to charge $25 extra.
I called American Home Shield and spoke with an employee named Sweet who explained American Home Shield absolutely covers smart locks. I relayed that information to the Claims Review department - all they have done is explain to me what a smart lock is and that they will not refund the money that I was erroneously charged.
The average time I waited on the phone was north of 1 hour. It took weeks to responses back each time I called, which come via mail (not email and not phone).
Consumers beware - American Home Shield are a low cost alternative and the service is terrible. They will cheat you out of money and they will try in every way to get out of reimbursing money they duly owe.
5 years ago
Deb Krieger Oviedo, FL
I’ve been a customer of American Home Shield since 2010. At first, their service was decent, however within the past 4 years or so, it has gone way downhill. I had an issue with my air conditioner in June. They sent a company out who did not fix anything. I asked AHS to send a different company who was actually competent , but they wouldn’t. I tried to get the A/C company they sent to me to come back, but they would not answer their phone for days! After a week of no A/C in the middle of summer in Florida, I called my own company who came out that day and fixed it. I paid $850 out of pocket. (Also, a couple of nights hotel charge) I called AHS to cancel my policy, they connected me with someone in Customer Retention. He told me he would reimburse my $850. After numerous calls and e-mails as of January 2019, I have not received anything, but I have been paying my AHS fee for the past 6 months since June! I am on hold with AHS now (earlier today I was on hold for 1 hour 14 minutes). I talked with the billing department (the only thing I could reach) she could not give me the name of a manager nor could she cancel my policy. She said I have to call back the Retention Dept to cancel!! (Currently on hold for an additional 34 minutes, so far)
5 years ago
Pooja Trussville, AL
Horrible service. Called in Nov 2018 for a broken dishwasher. The contractor sent out did not do anything the first day. Then came back two weeks later to again order a useless part and admitted he did not know anything about this dishwasher. Then he ordered a computer board for it. Weeks go by and I called the company and they said they called us if we wanted the money for the part. We never received this call. Thus the part was not ordered. Then two months later we get a call saying this part will not be here for another two months. This company and contractor are a sham and are not fixing anything. Save your money because you will end up calling your own contractor. Also when you call to discuss anything you will wait on the phone for over an hour.
5 years ago
Stephen Risdon Glendale, CA
When we purchased our current home, we were encouraged to sign up for a home warranty service. American Home Shield was recommended to us by our realtor. This was because we knew that certain things in the house - plumbing, HVAC, etc. - would likely need repairs along the way and having this warranty, we were told, would help keep the cost down. We did call the AHS over the three years we have been in the house for plumbing issues mostly. Generally speaking, these visits were diagnostic and less repair. In other words, they mostly just told us what was wrong instead of fixing the problem. Perhaps the fault for this lies with the technicians that they partner with, but ultimately, AHS is responsible for poor service. The straw that broke the camel's back for us was the combination of another lame diagnostic by a marginally qualified HVAC technician and the poor customer service at AHS that we received when we challenged the assessment by the technician. The agreement we had with AHS was a warranty on the equipment around the house AS IS. We shouldn't be responsible if equipment at our house was poorly repaired by a previous owner, which was the case with our HVAC unit. Instead of trying to work with us, AHS flat out refused to entertain the fact that we had not touched or attempted to repair or HVAC system. Instead, they put my wife on the defensive and implied that we had broken the HVAC system ourselves. This is basic flawed customer service. So we have cancelled our home warranty. Even the cancellation process was unnecessarily convoluted. In my opinion, you are throwing your money away if you choose to go with AHS. Save this money and spend it on quality equipment and repairs.
5 years ago
Arabinda Samantaraya Buffalo Grove, IL
My water heater stopped working and after waiting 1 hr 17 minutes on the phone I was able to catch hold of a customer care executive of American Home Shield. AHS sent a technician to fix my water heater on 12/18. The technician did a quick fix and left. The very next day, water heater stopped working again, after calling the technician, his company asked me to pay $150 to fix the issue. AHS charged me $75 as service charge and the vendor charged me $150. Total I had to pay $225. This is utter non sense. I have taken the insurance for peace of mind but it is a nightmare now. I have been waiting on the call for the long time, nobody is bothered to call me. American Homeshield is the worst company I have ever experienced. I am not understanding why I should pay $225 to fix the water heater after paying monthly insurance fees. I went to google and I saw a new water heater is costing around $550.what is the point of having this kind of insurance company.
I am waiting for someone a senior level person from american homeshiled company to call me and resolve this issue soon.
5 years ago
Bygolly Green Cove Springs, FL
I have had it American home Shield for several years and every year I’ve become more more disappointed I never spend less than 40 minutes on hold when I need to call and I’ve taken days and days off of work waiting for repair man to show up that never do last time I waited three days for my stove to get fixed I filed a better business complaint they said they refunded me the service fee which they did not and they dropped my coverage now because I complained about them they are by far one of the worst companies I have ever dealt with in my life sub par professionals that they send out to the professionals that don’t even come when they’re supposed to
5 years ago
JJ Littleton, CO
Terrible company. Allow me to count the ways in which they are terrible. 1) Erroneous charges: they continue to attempt to bill us for services that were never rendered (side note: the services weren't rendered because their contractors never showed up as promised). 2) Customer service and communications with clients is broken -- answers to questions change depending on who you talk to in customer service. It seems they have outsourced their call center to people who are disconnected to what's actually happening on the ground. 3) They rarely hit their promised service windows and attempt to reschedule. 4) Poorly chosen contractors of low quality. The plumber they sent wasn't helpful at all; basically shared "tips" that you could Google on the internet. The oven repairman gave us wrong information that contradicted what the manufacturer recommended. 5) Not much is covered by this "warranty" at the end of the day. Save yourself the headache and hire your contractors directly.
5 years ago
David
I would not recommend this company. I was a member for over two years and made one claim last month. My water heater broke on a Thursday and I immediately placed the call at 4pm. AHS states I will here from a contractor within 48 hours. O Tuesday at 6pm I get a call from the scheduled contractor. Safe to say, even though the contractor was nice he did not not come to my house till Thursday, 1 full week after I lost hot water. Then after he evaluated the heater he provided AHS a quote. within that quote I needed to pay an additional $1200 out of pocket, not including the $133 service charge. The contractor then informed me that he would not be able to do the work for two weeks do to a scheduled vacation. He advised me to get a cash payout. When I spoke with AHS they informed me that through them I would have to pay $1400.00 out of pocket. My cash payout was $546!!! Eventually unsatisfied with this I cancelled my account and took the $546. Today I received the check which to no surprise was not $546. They sent a check for $470. The representative stated I owed the contractor $75.00 for coming to the house. They took that out of my cash payout. I was not happy to say the least. In no situation would I ever recommend this company.
6 years ago
Mark Jimmerson Diamond Bar, CA
Waited on hold for 2 1/2 hours to complain to a manager about their unprofessional contractor's claims that my sink was repaired even though the contractor never showed up to my residence. I have a home security system that did not record any such visit alleged by the contractor.
AHS will not refund me my $100 deductible nor will they reprimand the contractor. I'm cancelling my contract with AHS and would strongly advise anyone considering this company to stop and go with some one else.
Oh. after waiting on hold for over 2 1/2 hours I hung up as it was apparent they were not going to pick up the phone.
6 years ago
Disgusted Phoenixville, PA
Customer service with this company is horrible, an insult, and a joke. If you want to purchase a home warranty, you can get someone right away. However, if you have a service issue, prepare to wait a long time on hold until you can reach a representative.
I have been without a refrigerator now for over a week, waiting for AHS to “authorize” the replacement parts needed to fix my refrigerator.
Tonight, after waiting on hold for 26 minutes, someone finally answered the line, stated that he was going to look at my account, and put me back on hold,. That was 10 minutes ago, and I’m still on hold.
This will be the last year that I deal with this company. I already had to throw out hundreds of dollars worth of food, and our neighbor has my wife’s insulin in their refrigerator.
DO NOT USE THIS COMPANY.
6 years ago
judirh bravo Tampa, FL
customer service lacks of training. i first called them 10/12 when i dropped a pot on my glass cooktop. because changes in their practices , i wanted to make sure the accident was covered. i was told yes after waiting for over 27 minutes for an agent and then 15 more minutes for her to review my contract: so after her review she said it was covered and open the service request and was charged the $75. Repairman came 4 days later. He called me 11/1 to tell me that he submitted the paperwork but was waiting on AHS. Well first, the do not notigy you back that there is a problem with the service request even though they have email and phone numbers, second the cst gave the wrong information and last but not least the supervisor tells me they the ve of my third call that he is doing me a favor for refunding the $75 charged the day they open the SR. Worst customer service !
6 years ago
Kristen S. Madison, WI
We are now over 6 weeks without an oven because AHS keeps having contracted technician try new parts, with 10-14 days between 3 technician visits and each time requiring me to take a full day off of work to wait in the "8-5" window for service. Was told one week ago that if the next part didn't arrive within 48 hours and fix the problem, oven would be replaced. The part arrived but didn't work. Two separate agents at AHS acknowledge that I was told the oven would be replaced as a result, because it is in "the notes", but they say AHS won't honor that commitment and is sending another technician out...in 10 days. Worst service experience in a long time. Why have this insurance at all? We're at the point of just going to buy a new oven out of pocket because this experience has been so bad. By what measure of company success is it okay to take 2 months to fix an oven?
6 years ago
Rod Glisic
American Home Shield is the worst company I ever had dealt with. When my A/C broke in the middle of June's heat in Arizona, they left me and my family in brutal AZ temperatures above 105 degrees 3 days waiting before they sent their 'expert' A/C company. When their so called 'tech' arrived first he made sure that he got his $125 service fee covered. Then, he hardly took time to check the A/C unit before telling me that he needs to order a part and it will take anywhere between 10 - 15 business days before he can come back with the part to install it and have the unit fixed. Of course, I told him that I did not want to have any business with him or with AHS any more. My friendly advice to you is to do yourselves a favor and forget about the American Home Shield and give your business elsewhere to some serious professionals who will care about you.
6 years ago
Lou Lake Worth, FL
What a disappointment. Being in the military I was stationed all over the country which I carried American Homeshield for many of the homes we lived in. I always paid my dues on time and never caused any issues. Now that I’m retired, after 23 years, a few months ago we moved to Florida and bought a home with a pool. The heater on my pool went out. I called AHS for service and paid my deductible. Turns out I need a full replacement which is about 2 to 3 thousand dollars. They denied me because they said it was chemical related which goes against the hazardous material clause on their contract. I told them of course it’s chemical related because it’s a pool and the water has chlorine. I guess chlorine falls under hazardous material. Then why allow me to add a pool to a warranty? The person they sent to check my pool crushed the pipes leading to the heater and now I can’t operate my pool. AHS says it’s not their problem and the pool guy they sent won’t fix what he broke. I called several AHS reps and explained my situation. I told them I’m not only a loyal customer of many years, but I’m also a wartime Army Veteran with tours in Iraq and Afghanistan. They didn’t care and said they won’t help me. Now I’m out of options and have to not only fix the original problem, but also pay to fix the problem from the technician AHS sent. Customer care is big to me. The fact they used chlorine as an excuse for the hazardous material clause of the contract shows they’ll find loop holes to save from paying 2 to 3 thousand dollars. I’m sad for their lack of ethics and their lack of customer care.
6 years ago
John Concord, NC
Absolutely the worst company I have ever dealt with. Do not use them, they are a scam. My refrigerator stopped cooling properly to the point that food has to be thrown out. They have sent repair people out 6 times and performed various repairs and it still is not cool. They are now saying that the refrigerator is "mechanically" working so they can not replace it although the temperature is 12-15 degrees above normal and food is spoiling. This process has been going on for 2 months. The repair companies they send are a joke and are unprofessional, rude, and never repair the problem. Then they say you have used all of your allowance for that appliance and they can not replace it. Do not consider using this scam company.
6 years ago
Karen Hopkinsville, KY
These are the worst people I've ever dealt with in my life. The wait times are ridiculous to speak with a representative, and then when you get someone on the phone they can't help or pass you off to someone in another department that is always closed. My air conditioner broke, I've been waiting almost six months as they continuously ordered parts that did not work. I then contacted them after receiving a rate increase in the mail. Only then was advised regarding my work order, and after complaining about the service, that there had to be modifications in order to complete the repair and that I needed to pay $600 to have it repaired. Are you kidding me? I'm canceling as soon as this is resolved.
6 years ago
Cancelling NOW! Phoenix, AZ
An issue arose with my hot water heater and just as many other reviews have indicated they denied my claim. I have devoted countless hours to this issue, sitting on hold, speaking with Reps in a foreign country, dealing with a service company that literally spent 3 minutes looking at the hot water heater only to state that, I'll have to write this up to send to your insurance, give me a few, then sit in his truck and drive off. I haven't heard a word from anyone for 2 1/2 days later until I called AHS to find out what is going on THEN they tell me it was denied and it will cost approximately $1000 to repair. Naturally, they have charged me the $100 deductible, for nothing in return. I can't keep pursuing issues with them at the rate of the time consumption it requires so I asked to cancel the policy then, they ask if I want a second opinion. No, I'm done, cancel the policy because I am cutting my losses. I will never pay this kind of money without first checking BBB website and picking an A+ company in the future. Now I know.
6 years ago
