American Home Shield Reviews
8.9
Overall Score
elbutler Austin, TX
We have had American Home Shield coverage on our home for over 10 years. We have not really needed them until recently. Our AC went out. They sent a contractor to repair it on 7/15. The contractor "repaired it." It was a clogged drain line. Within 24 hours the AC was out again.
The same contractor came back out several days later and told us our evaporator coil was bad and needed to be replaced. They sent us a quote on what our out of pocket costs would be. The quote was vague and generalized, it did not include parts, labor or estimated hours, only vague descriptions of the work being done. I was told it was going to cost more than $1250 out of pocket. Meaning with the $100 deductible, $1500 AHS max coverage and the out of pocket expenses this AC condenser coil replacement was going to cost at least $ $2850. l Having been a contractor for more than 15 years, this raised a few red flags for me. That's halfway to a totally new AC system...
I asked American Home Shield and the contractor for an itemized bid that included what American home shield was covering as well as what our out of pocket costs. American home shield said they could not provide it that only the contractor's bid. AHS told me I had maxed out coverage for the year. I asked for an itemized explanation of where the $1500(max coverage for a year period). They told me they would not provide it and that I should call the contractor for an Itemized explanation.
I called the contractor and asked to speak to someone who could explain the bill. I asked for prices on what AMS was covering and what was out of pocket for me. I said I wanted an explanation of the estimate that included labor hours, parts, etc. I asked about specific charges on the bill such as "plenum mods (1) $250" and "cond drain mods (1) $250." I asked for specifics on what these charges were for and why I was being charged for the, After being on hold for several minutes, the lady came back on and told me they would not explain each of the charges. When I pressed as to why I was being charged for "plenum mods (1) $250," and asked what the repair included, I was told, "That's just what we charge!" I told her that was unacceptable and I wanted to speak to someone who could explain the quote. She refused. I asked for an itemized quote, I was told it would be sent. It was never sent.
I went back to American home shield and complained and asked for a second opinion. After several hours I was promised a second opinion within 48 hours promised. I am meeting the new contractor tomorrow.
I have given AHS more than $5000 in an 11 year period. This entire experience has been difficult and unpleasant. The first contractor and AHS have behaved in very questionably. AHS's refusal to give me an explanation of my benefits is VERY concerning. 9 days this drama began and I am still without AC and not sure there will be a resolution any time soon. I will not be renewing. I would have been better off putting that $50/month for 11 years into a saving account. I could have afforded a whole new AC system by now.
6 years ago
Reply from American Home Shield
Hi El,
Your patronage to American Home Shield is more than appreciated. Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Your patronage to American Home Shield is more than appreciated. Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Jul. 25th, 2019
Eric Broken Arrow, OK
American Home Shield may be good for some things but don't buy with the expectations of quick service when you AC goes out in mid July (100°+ Weather). We had to wait over a week for one of their "Approved Vendors" to confirm my AC compressor had in fact failed. I waited patiently for over a week in the hottest part of summer and they denied my claim on a 15 year old 5 ton Lennox outdoor evaporator unit stating it was not installed to manufacture specifications. I bought my house less than 1 year ago. Me and my family were subject to extreme indoor temperatures for over a week to only find out they would not cover the unit. As with most insurance/warranty companies they will only cover the bare minimum. In my case AMS found a way around the repair and hit me with $75 deductible for absolutely nothing. BUYER BEWARE of false reviews.
6 years ago
Reply from American Home Shield
Eric,
Thanks for choosing AHS for your home warranty needs. I apologize for any experiences you have had related to your AC service request. Please respond back at and provide your full covered property address and/or contract number and I will be happy to follow up and assist you.
I look forward to your response.
Thanks for choosing AHS for your home warranty needs. I apologize for any experiences you have had related to your AC service request. Please respond back at and provide your full covered property address and/or contract number and I will be happy to follow up and assist you.
I look forward to your response.
Jul. 26th, 2019
Kenny W San Antonio, TX
I placed a called on July 18th for my air conditioner. I live in San Antonio, TX so it's hot. The technician said 2 - 5 days for the part and that he had ordered the part. I check status today with AHS, and was told that they ordered the part YESTERDAY, 7/23. They claim they are waiting on the vendor to give them a receipt date. But they didn't order the part until 5 days after I placed the call in the first place! So now I and my wife (both senior citizens) have to be in the July Texas heat with no air conditioning because AHS can't honor the agreement that I have religiously paid for monthly. Getting a supervisor on the phone was like pulling teeth from an intoxicated hippo (very difficult) and the customer services reps just kept reading from their little script (laughing in the background, they didn't think that I could hear them) with no real intent or effort to help the customer. The thing is, I run a worldwide technical support center, so I know the game that the reps played (which NO ONE on my team does). This is one (if not the) most pitiful examples of phone customer service, and definitely THE most pitiful example of overall customer service. Upon my contract termination, AHS is done. STAY AWAY FROM AMERICAN HOME SHIELD!
6 years ago
Reply from American Home Shield
Kenny, Len, Thanks for choosing AHS for your home warranty needs. I apologize for any experiences you have had related to your AC service request. Please respond back at and provide your full covered property address and/or contract number and I will be happy to follow up and assist you. I look forward to your response.
Jul. 26th, 2019
Quentin Hayes Lemoore, CA
My AC went out 23 days ago, I called AHS and started the process of getting my AC fixed. It took a week before the tech came out to take a look at the unit. I waited 2 weeks for the single part to fix it and for the tech to come out and fix it, I’m now at day 22. The tech came out and was about to install the part and discovered it was the wrong part! After contacting both the ASH and Stanlee AC they both gave me the run around all day. ASH even hung up on me twice and Stanlee said they did the same to them....So now I’m on day 23 with no answers and horrible customer service. I would not recommend ASH to anyone. It’s a scam business with rude people that just repeat the same thing over and over again.
6 years ago
Reply from American Home Shield
Hi Quentin,
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Jul. 25th, 2019
Robin Brown Riverside, CA
My refrigerator has been out for almost two weeks now. On July 16th a technician was dispatched by AHS to diagnose and/or repair the problem. The technician stated that the compressor went out and directed me to call the manufacturer to see if it was under warranty. The manufacturer affirmed that it was but stated that it had to be diagnosed by a certified LG technician. I had the manufacturer on the speaker phone and the technician confirmed that he was a certified LG technician. The technician advised me that he would forward the diagnosis to LG the following morning and would return to fix my refrigerator once the compressor was received. As confirmation, I called AHS to confirm that this is the process and was told that it was and that they would escalate the process since I need to refrigerate my medication. The AHS consultant also told me that I'd be receiving another call when the compressor was received for install. After several days I didn' t hear anything from AHS or the technician so I called the technician. I was advised that they were not LG certified and that AHS was told this. I then called AHS and was told that they would have to send another technician out to diagnose the problem before my refrigerator could be fixed. One of the major problems is that no one even bothered to call me. Another problem is that you can only speak to people who are in the Philippines and you can hardly understand what they are saying. In addition, I spoke to a supervisor there, Ashley, and she was more than rude. She repeatedly huffed and puffed while speaking to me and on more than one occasion lied about what had transpired. This company has extremely poor customer service and really don't care about the customers. When you ask to speak to a supervisor or manager, they say none are available and they are trained to assist you. I was even told by one of the representatives that even if I spoke to the CEO, my problem would not be resolved without me starting the process from the beginning. They continue to apologize and tell you that they understand your frustration but those are just words. This company is just out to get money, which is evidenced by them using the call cent er in the Philippines, and could care less about customer satisfaction. Once my refrigerator is repaired, I will without a doubt end my contract with them and contract with a more customer-friendly, decent company. If you're looking for a home warranty company, you should most definitely not pick American Home Shield. I guarantee that you will be sorry.
6 years ago
Reply from American Home Shield
Hi Robin,
Your concerns are understood regarding the delay in service and the ongoing issue to repair the refrigerator. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the delay in service and the ongoing issue to repair the refrigerator. I would be glad to speak with you and reach a resolution.
Jul. 25th, 2019
Daniel S Las Vegas, NV
If I could give zero. We have dutifully paid them. Our refrigerator dies, they can’t be bothered.. as of this writing we are over a month w no fridge. THEIR tech said they could not fix it. Now they want another tech to try. It has been over a month! We are living out of ice chests in the bathtub. We have two small autistic children. AHS does not care. They will stick to their phone script, will not let you talk and if you interrupt them, you are rude and will be hung up on. Talking to their supervisors is pointless. The call will “drop”. Either they have the WORST connections possible, or they don’t want to hear your complaints. I am a disabled veteran and have limitations. I am not asking for sympathy, but I am limited as to what I can do. Trips EVERY DAY to the store to get ice is both a physical and financial burden. We were told that it is actually quite difficult for their CS reps to view an entire case. They only see snippets. Why? Let them help us! Their CEO and employees don’t mind cashing paychecks from our money, but can’t be bothered to do the job in which it came. Hey Rex (CEO) do some yoga to pull your head out from that dark place. You can also give us all of our money back. We probably could afford a new fridge and a European vacation for a year. Worst company for your home. Terrible they use and soil this country’s name.
6 years ago
Reply from American Home Shield
Hi Daniel,
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Jul. 25th, 2019
Dub
HORRIBLE experience!! We paid $58 per month for 4.5 years and only used the service once to replace a burner on our stove and it was a nightmare. We just had an a/c issue. The contractor they chose couldn't come for 3 days. We spent over $350 for a hotel during that time. When they finally showed up they said the motor on the outside unit was bad. They supposedly replaced it. 15 minutes after the tech left it was making the very same noise it had been previously. We decided to let it go and burn itself out if that's what it was going to do thinking AHS would either repair or replace it. A week later it stopped working again. We called and waited another 4 days for the same company to come. Tech told us the first motor "must have been bad out of the box". He supposedly put in another motor. That same night it stopped working again. We called and I said I wanted a different contractor. They refused. Said we had to stick with the one who started the work. They were obviously incompetent. Long story short, we called a private company. We had to pay $11,000 for an entire new a/c system. He pointed out everything the tech from the AHS company did wrong including putting in the wrong motor, leaving the capacitors in the cardboard box (major fire hazard) and not mounting them on the unit, failing to find the leaks in the unit in the attic, failing to determine the dampers had failed in the 'off' position thus preventing any cool air from reaching the second floor of the house, and on, and on, and on. American Home Shield is a TOTAL waste of money!!! Do not waste your hard earned money on them. We invested over $3200 and still had to pay $11,000 to get a new a/c system. I promptly canceled their service. MAJOR RIPOFF!!!!! BTW, there is NO possible way the reviews on their site are legitimate or they scrub them and delete the negative reviews. I call BS!
6 years ago
Reply from American Home Shield
Dub,
I am sorry that we were not able to offer a resolution that you were pleased with while the contract was active. We hope this experience does not deter you from considering AHS in the future for your home warranty needs.
I am sorry that we were not able to offer a resolution that you were pleased with while the contract was active. We hope this experience does not deter you from considering AHS in the future for your home warranty needs.
Jul. 29th, 2019
Aparna Renganathan Keller, TX
I paid 75$ mentioning I have a leak or drain issue as I am noticing water coming out of the walls every time I open the faucet. The technician comes on the 3rd after I raised this issue takes a couple of photos and then goes back and talks to AHS. They call back not on my primary number but a different number and leave a voice mail stating that the technician cannot diagnose and I need to provide access. For this I paid 75$?? No details of what access needs to be provided, no details on next steps forward. Just access! Do I need to rip out the walls, the cabinet, the faucet? what does access mean? After 75$ being spent, I am back where I started, I have no additional knowledge or any information except if I provide this magical access, they will go forward!
6 years ago
Reply from American Home Shield
Hi Aparna,
Your concerns are understood regarding the unsatisfactory customer service that has been experienced to have the water leak repaired. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the unsatisfactory customer service that has been experienced to have the water leak repaired. I would be glad to speak with you and reach a resolution.
Aug. 2nd, 2019
NAIM BAZ Cypress, TX
My A/C has been out for almost 10 DAYS now. It took 3days to get them to send someone out to look at the unit. It is now taking a week to order a part. And, then they will have to schedule someone to come out to fix it. We live in Cypress, TX and they don't care that it is 100 degrees and that we are without air for 2 weeks with Kids. I would NOT recommend this vendor. They subbed it out to "Sevier Climate Control".
7/10 Placed service call with AHS- ($100)
7/12 Sevier Technician arrived- Filled 4 pds Freon and claimed it was a loose cap( Did not stick around or even check thermostat to see if its working) -($160) Tech Guaranteed 60 day warranty, will come back if A/C is not running.
7/13 Called "Sevier" and they dont work weekends. This is CRAZY. Called AHS and they can't send anyone else
7/15- Called Sevier
7/16- Service Tech from Sevier arrived- Compressor not working- had to call it in to AHS- called AHS and it took 3 days for approval(not sure if Sevier was holding to the request for parts but its a NIGHTMARE)
7/19- part approved but Sevier need to refill freon ($520( 17 pds -4 pds they filled on initial visit) I agreed to pay.
7/19- CALLED AHS to see where is the part and this the CRAZINESS- AHS agent said it take 3-5 business day to deliver part to Sevier and after they recieve it they will Reschedule to fix it.
They do NOT care about their customers. They dont Care if you have kids and No A/C.
6 years ago
Reply from American Home Shield
Hi NAIM,
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Jul. 22nd, 2019
Mindy Bradley Tybee Island, GA
My A/C has been out for almost 2 weeks now. It took a week to get them to send someone out to look at the unit. It is now taking a week to order a part. And, then they will have to schedule someone to come out to fix it. We live in Savannah, GA and they don't care that it is 100 degrees and that we are without air for 2 weeks with dogs and kids. I would NOT recommend this vendor. They subbed it out to "Total Air". We had to wait 4 days for them to come to us - then they didn't show and we had to wait 3 days for them to schedule and come out to us. This is CRAZY. They were just out last month for the same problem. They do NOT care about their customers.
6 years ago
Reply from American Home Shield
Hi Mindy,
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Jul. 19th, 2019
Matthew Pearland, TX
It all depends on the contractor they send to your house. I have two identical hot water heaters both under extended warranty. I had to replace one last year. The plumber came out and changed it out. Out of pocket cost was my deductible and an extra $115 b/c my hot water heater was in the attic. This year my other hot water heater went out (still under warranty). Mr Rooter was sent out and they wanted to charge me an extra $950 for a hot water heater installation. When I asked why the additional cost, AHS informed me that the Mr. Rooter was charging the additional cost for modifications to my gas and water lines, new drain pan and pulling a permit. When I tried to explain that I could get a new hot water heater installed from home depot for about the same price as the modification fees and deductible under my policy they just hid behind "this is what the contractor said." I asked them to reconfirm with the contractor which they said they would and two days later no response. I called a requested a cash out. AHS referred me to a different department and said it would take 24hrs. After a day and a half I called back and they said it would take 3-4 day for them to give me a cash out number. I asked if they could expedite, short answer no. I asked to speak to a manager, they said none was available. I they referred me the "resolutions department" and said they would call me back in a few days.
The people you reach when you call AHS are clearly reading from a script. There objective is to delay as much as possible and leave you frustrated. As if now I am without a hot water heater for a week, with no resolution in sight, and no recourse aside from installing one on my own.
If you are willing to spin the wheel and hope you get a good contractor and can wait without a refrigerator, washing machine, air conditioner, hot water heater, etc you may save a few bucks b/c it's all "covered" and AHS is for you. If you get the wrong contractor, good luck b/c there is not second opinion or appeal.
6 years ago
Reply from American Home Shield
Hi Matthew,
I understand your concerns regarding the delay in service that you have experienced to have your water heaters repaired. Per your review, I would be glad to speak with you and address the contract concerns and noncovered cost.
I understand your concerns regarding the delay in service that you have experienced to have your water heaters repaired. Per your review, I would be glad to speak with you and address the contract concerns and noncovered cost.
Aug. 26th, 2019
George Giannone Maidens, VA
On 6/25/19 I called ahs about problems with my heat pump/ac.
On 06/27 service tech arrived and diagnosed problem being I needed a new compressor. By /07/02 ahs had still not requested part. They finally sent request for a compressor and part arrived on 07/11. It was the wrong compressor so a new part was ordered. It is now 07/18 and was notified by service provider, part they were told was here yesterday is not. I've been without a/c since 06/23/19. Ahs had my service request marked as complete. You can only speak to people who are in the Phillipines. Have never been able to speak to anyone in U.S. This company sucks. No one ever calls you, no one owns up to ordering the wrong part, and no one cares. I will drop my contract with them. Oh yeah, they only pay $10 per pound for freon. I had to pay $1500.00 for something I still am unable to use. I'm a 72 year old disabled vietnam vet, who's is in the midst of a heatwave in Virginia.
God bless America
6 years ago
Reply from American Home Shield
Hi George,
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner/heat pump. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner/heat pump. I would be glad to speak with you and reach a resolution.
Jul. 19th, 2019
Dianne Taylor Albuquerque, NM
They sent Moreno Plumbing and Heating to my house because the temp inside is 95 degrees. The company has very poor reviews but Am. Hm. Shield likes them because the are cheap.
The guy came, two hrs. early. Instead of asking me how to access my swamp coolers, which is very easy, he went into my neighbor’s yard, moved some of their stuff, and stood on their trailer. I was yelling at him to stop, but he ignored me. Later I showed him how to walk around my house to easily get to the coolers without trespassing.
Ernie says he is going to put in a bigger water pump, which I guess he did. He told ME to go buy some new Aspen Pads and replace the pads already in the coolers. ME? WTF? What am I paying Am. Home Shield for?
When Ernie left, he gave me no paperwork stating what he did and what he recommended. NOTHING!
I had asked Ernie for an estimate to install AC. He looked all around and took some measurements. I gave him all my contact info so he could send me an estimate. But, without calling, texting, or emailing me to make an appt., he showed up at my house. I was on a very important call so I ignored the doorbell. But he kept ringing and ringing and ringing, then started pounding and pounding and pounding on the door. I figured my house must be on fire so I hung up and checked my door. Ernie said he needed to take some measurements and he indicated the outside. I told him to go ahead and I closed my front door and got back to my very important phone call.
But minutes later Ernie was banging on my back door, and banging and banging. When I ignored him, he opened my back door and started hollering at me. UNBELIEVABLE !
American Home Shield finds the cheapest people and worst workers because it saves them money. But it cots the homeowner more days at home waiting for the repair guy, more days in a very hot house, and hours on the phone trying to explain and resolve the problem. DON’T WASTE YOUR MONEY BUYING FROM AMERICAN HOME SHIELD.
Not only do the find crappy repair people, they limit how many things they will fix. You might have 7 plumbing problems, but you can only have two fixed at a time. That way they get more money from you @ $100 per service call. They don’t reveal that fact until after you buy the policy. I have a toilet that runs constantly, a toilet with a serious leak, a water pressure gage that needs replacing, a leaky outdoor faucet, and two water heaters that need shut off valves and some work. But I have to make three or four appointments, paying $300-$400 and staying home 3-4 days. And the repair guys have to come, come again, come again.....
Don’t waste your money with Am Hm Shield
6 years ago
Reply from American Home Shield
Hi George,
Your concerns are understood regarding the delay in service and the ongoing issue to repair the swamp coolers. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the delay in service and the ongoing issue to repair the swamp coolers. I would be glad to speak with you and reach a resolution.
Jul. 19th, 2019
Eric West Covina, CA
We have America n Home Shield for about 10 yrs now and to be honest, it is not what we expected. Like some reviewers mentioned, the service tech they sent were sub-par or will find every reason to not honor the coverage. A pool service tech came by and said that our pool sit too close to the fencing and therefore it is not cover, of course we still have to pay him $75 to hear that. The biggest issue right now is my refrigerator ice maker stop working a Year ago and every service tech they sent could not fix it, one tech came by at least 5-6 times and each time he brought a new parts and they are the wrong parts and finally brought one that fit and told me it will be making ice in 24 hours and nothing happen no ice. After calling them back to report that the issue was not fix, they send another service company over and we had to go through the exact thing the previous guy did and after weeks and months sometimes they still can't fix the issue. The last guy they send from another company came by and again replaced with a new ice maker part even after i told him the previous guys did that and it doesn't work. He didn't want to hear that. Still no ice, so I called AHS customer service and the agent said the service tech was contacted to come back and I have not seen that guy since. I called him on the phone and the lady answering the phone was pretty nasty and said that the ice maker was replaced and it is not their problem any more!! It has been a yr and they have not fix my problem. Could have bought myself a nice refrigeration with the money paid to AHS all these years! Will be cancelling. My previous home warranty company was a whole lot better!
6 years ago
Reply from American Home Shield
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Jul. 19th, 2019
Doug Knight Lenexa, KS
Absolutely the most ridiculous process I have ever been through... I have been an American Home Shield customer for 17 years and have had a good experience till now and of course it is the AC. I had 2 units replaced by AHS by an authorized contractor assigned by AHS 2 years ago. Until last week, everything was fine until a coil cracked and the unit stopped cooling. Called AHS and they assigned a contractor to come out and make the diagnosis, they did and come to find out the coils were not installed properly by the service company assigned by AHS 2 years ago. So now I have been on a paper trail nightmare with AHS and their Authorization Department (or as I call them now "the secret society" because no one can talk to them...
Long of the short of this is simple, AHS hired a company to install the systems, they did it incorrectly, it broke and now it needs to be fixed and it has been 13 days without AC because the Authorization Department keeps having to "review" the claim. There is nothing to review, my AC broke, your contractor caused it, now fix it!! And I have been told multiple times by the customer service department that my policy covers the AC issues, yes I know that now get it fixed.
Completely unhappy and will start shopping for another company, if I ran my business like this I'd be out of business within 2 years. Just fix the problem that was caused by your vendor AND my contract covers!!!!
6 years ago
Reply from American Home Shield
Hi Doug,
Your patronage over the past 13 years is more than appreciated. Also, your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Your patronage over the past 13 years is more than appreciated. Also, your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Jul. 19th, 2019
David Mesa, AZ
This is the worst home warranty I have ever had. My AC had been broken since April and we are now in July. The Home shield sent 3 differnt back yard AC Company's out to fix my AC. It would for 5 days then stop blowing cold air. All they wanted was to compasate me is $127 to buy a wall unit. Not even enough to buy one the cheapest one I could find is $150 from target. I have a brick on top of my AC unit still from one of there contractors still. This ghetto. Please do not use this company. I have a little girl with a disability and I have Express it to them they dont care. The customer service is bad there rude and liars. On a recorded calls.
6 years ago
Reply from American Home Shield
Hi David,
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Jul. 19th, 2019
Ripped off Baltimore, MD
I’ve had this warranty for four years and recently needed to use their services for my refrigerator. I went online and requested service. I even paid the 75 dollar service fee. After not hearing back from anyone, I called and scheduled a service call. I was told that someone would be out between the hours of 4-8. No one showed up. Two weeks later, after having paid the repair fee, I called up to cancel my account with AHS. This has got to be one of the biggest scams out there. I’ve just been shyster out of 50 dollars a month for 4 years. Better to just allot money for repairs than to be giving money each month to these shysters. I’ll probably not be given a refund for the 75 dollar service fee. Feel I’ve been robbed. Doubt that any of the positive reviews are even legit.
6 years ago
Reply from American Home Shield
Hi,
Your patronage to American Home Shield over the past four years is more than appreciated. Your concerns are understood regarding the delay in service experienced to have the refrigerator repaired. I would be glad to speak with you and get the issues resolved.
Your patronage to American Home Shield over the past four years is more than appreciated. Your concerns are understood regarding the delay in service experienced to have the refrigerator repaired. I would be glad to speak with you and get the issues resolved.
Jul. 19th, 2019
Lori P Chicago, IL
Stay away. Have gone thru two attempts paying $75, freon charges, and days off from work attempting to get a/c repaired. In both cases, the technician first has to fill freon promising to return if the unit stopped working. In both cases, took several days to return when the freon leaked as expected. Today the technician came back saying AHS needs to authorize a compressor replacement which will take a couple days. How he knew that without putting dye in the system to find the leak is beyond me, but I said ok, let's put freon in so it will be cold until the compressor is replaced. At that time he informed he came without freon. First call Monday morning and no freon on your truck?! It is very clear they do the minimum necessary and work to get you to give up and call real repair technicians and pay for it yourself. That is exactly what I have done. This insurance is a total scam. Will not be renewing.
6 years ago
Reply from American Home Shield
Good afternoon Lori,
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the delay in service and the ongoing issue to repair the air conditioner. I would be glad to speak with you and reach a resolution.
Jul. 15th, 2019
Linda King Overland Park, KS
We have been a customer of AHS for many others and like many I have had a nightmare of an experience with them. Our A/C wasn't cooling so we placed a call and asked for immediate service if they could find a company to service us. My husband has COPD and was having difficulty breathing in the heat. We are from Kansas. They found someone to come out the next day. He claimed our A-coil needed cleaning. I asked him how he could tell and he said he took off the putt from the little hole for the tubes and looked inside. That would only show the outside of the A-coil, not the inside where the air actually comes through and would be the dirty part. He also said our furnace had a major crack and the small pieces of rusted metal laying on the floor were parts of our heat exchanger. He turned off the gas - which I would expect. The furnace needed replacing - which I would expect. The furnace was installed in 1988. He proceeded to tell me that he would get the claim in and get the furnace and air replaced. I asked him when on their schedule would we be looking at for installation. He didn't know. He also gave me a quote for the furnace and cleaning the A-coil because he wasn't sure AHS would cover it. I told him to hold on. I didn't know their company or their products and wanted to possibly look at a cash out from AHS. That was on Friday, June 28th. I called later on that day to see if the diagnosis of the furnace had been done. Not yet. I called on the following Monday, the Tuesday, Wednesday and Friday. Thursday, was the 4th so I knew they wouldn't be there. Each time I reached a member of the company who said they would file it within the hour. Calls to AHS, to the HVAC company...over and over. Meanwhile, it is extremely hot. We can't sleep, my husband is having difficulty breathing in our house. On and on. After the same song and dance on Friday, we called another company and got a new furnace and A/C installed. By the way, the A-coil had actually been leaking and the lower portion was covered in ice even after all those days. I had to wait until the Tuesday to talk to the owner of the HVAC company to tell her my story. And even then, it took two more days for them to file the report. Now keep in mind, I had already paid $150.00 for them to come out for both units. The next night AHS called to talk about the claim. That was on July 12th, two weeks after the "emergency" service was promised. AHS would cover a new A-coil and a new furnace. The change would cost us $1,830.00 for the coolant and some other small part. However, they knew that we had already replaced the equipment so they offered us a cash out of $1,455.00 for our new furnace and A-coil. The woman went on to tell me that they could buy a new furnace for $500.00 because of their volume. Wow - that would be some kind of furnace. Over the years, I calculated that we have paid them well over $6,000.00 and this is what we get. I am now stuck between a rock and a hard place. Take their $1,455.00 and move on because I can't see how I can fight it. My only recourse is to do as much damage as I can to AHS by telling my story on social media and hope that puts a crimp in some sales for them. Now...AHS...the ball is in your court. I would be happy to talk with you about it.
6 years ago
Reply from American Home Shield
Hi Linda,
Your patronage to American Home Shield over the past 25 years is more than appreciated. Your concerns are understood regarding the delay in service experienced to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Your patronage to American Home Shield over the past 25 years is more than appreciated. Your concerns are understood regarding the delay in service experienced to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Jul. 16th, 2019
Ky Lexington, KY
DO NOT EVER use American Home Shield!!! Long story, but simple version is: Our HVAC has bit the dust. Its 21 years old. I called on July 1st. It took 2 days to even get a phone call back. 3 days later, they come diagnose the problem. Well, guess what, they can “bandaid” it again so they order a part that takes another 5-7 days. We are on July 15th with 85 degrees in our house, 15 days past the first day I called, and they still somehow don’t have the part. I’ve already paid more into this plan than a new unit would cost and could’ve had it replaced by another company the first week I called, but sadly it will be over 3 weeks before it gets done IF it is fixed then. Not to mention, the companies contracted by American Home Shield are poorly rated customer reviews. We just did this process a few months ago. I will definitely never do a home warranty again. It’s a rip off. Our HVAC won’t make it but a few months at a time now without needing another repair. And...AMS only pays a small portion to replace the unit. They DON’T cover a new one. I’ve spent so much time on the phone hearing the same thing and still nothing has been done. Just hoping to save someone else from the trouble.
6 years ago
Reply from American Home Shield
Hi Ky,
Your concerns are understood regarding the delay in service experienced to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Your concerns are understood regarding the delay in service experienced to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Jul. 16th, 2019
Claudia Cedar Park, TX
It’s been two months since we contacted American Home Shield who sent The vendor, Miller Pools, to check our spa heater. Since then, the spa is still not fixed, we have to keep following up with the vendor because he doesn’t communicate updates very often. We contacted American Home Shield a couple of times and they didn’t have updates from vendor in system. They are expecting us to call them back to check status rather than them calling us back. There is definitely lack of communication and poor customer service all around. We thought we were in good hands when we started this service and are now rethinking this. Such a disappointment.
6 years ago
Reply from American Home Shield
Hi Claudia,
Your concerns are understood regarding the delay in service experienced to have the pool system repaired. I would be glad to speak with you and get the issues resolved.
Your concerns are understood regarding the delay in service experienced to have the pool system repaired. I would be glad to speak with you and get the issues resolved.
Jul. 16th, 2019
Stacy B Westerville, OH
As like a lot of other comments I have read, we are in a nightmare situation with our central AC repair. I have wasted so much time trying to speak to the 5 contractors/repair companies that have been referred to us by AHS for the repair and calling AHS numerous times. AC went out on July 6 and the first contractor AHS connected us with did not have availability until July 19. We did find a contractor (Fast Response Heating and Cooling) that came on July 11 and told us the compressor was shot but it would take at least two weeks to get the part but then tried to sell us a new unit out of pocket even trying to upsell us to a bigger condenser unit that would be available. We have been waiting for the repair company to provide the diagnostics to AHS in order to determine plan for repair. I was told by AHS that they had received diagnostics and it was under review. I have now learned this is not true. Fast Response has to come back out to our house today 7/15 as they didn't bother to write down the model number or serial number of the unit and therefore has been unable to submit diagnostics to AHS. There seems to be no end in sight for the repair and we are growing extremely frustrated. Temps in the 90s and no one seems to care that our house is unsafe. Very disappointed in AHS and no one seems interested in helping to resolve this. I have asked to speak to managers and they are never available.
6 years ago
Reply from American Home Shield
Hi Stacy,
I understand your frustration with regard to the delay in service to have your air conditioner repaired. I would be glad to speak with you and reach a resolution.
I understand your frustration with regard to the delay in service to have your air conditioner repaired. I would be glad to speak with you and reach a resolution.
Jul. 17th, 2019
Willie Shippen Temecula, CA
After reading everyones reviews my experience has been the same. July 1 Accord Appliance came out to look at my oven which is not working. The said the needed to order the part. Which I found really strange because on my paperwork they don't even have the model or serial number of the oven. Well a week later I hear nothing. So I go to AHS website and the claim is closed. No one contacted me. Called AHS and the person who you talk to is definitely reading from a script. They said someone from AHS would get in contact with me in 48 hours. Well I gave them 2 weeks before I called AHS back. I am amused how they blamed it on Accord and told me to call them. I call Accord they said AHS denied the request. I called AHS back and they said they will have someone from the authorization office call me today. I know that is a lie because two many people have had the same exact experience I have had. Word to word. I will find away to cancel this contract because it is not worth it. $75 service with no service. $65 a month for nothing. AHS you should be ashame of yourself taking peoples hard earned money. I will not let this go. I am documenting every phone call. I mean what do I have to lose. My oven isn't working. But it is funny I have start writing down who helps me. Someone wrote a female named Jay helped them with broken english and was no help whatsoever. I got her too. SHAME SHAME SHAME
6 years ago
Reply from American Home Shield
Hi Willie,
Your concerns are understood regarding the delay in service and the ongoing issue to repair the oven. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the delay in service and the ongoing issue to repair the oven. I would be glad to speak with you and reach a resolution.
Jul. 16th, 2019
Joe St Louis, MO
Like everyone else is saying this company is a complete scam. Our fridge went out on 5/15 and we are now on the third repair company. The first one replaced a part and then said that the appliance couldn’t be fixed . The second replaced multiple parts filled the Freon and did a leak and blockage test and replaced partner the coil. Said to wait 24 hrs and if the unit still wasn’t cold they would report that it was internal and could not be repaired. Reopened the service ticket and surprise AHS started with the 2nd company and now switched it to another company. Very clear they don’t want to replace and would rather collect their money.
6 years ago
Reply from American Home Shield
Hi Joe,
Your frustration and concerns are understood with regard to the delay in service that you have experienced. I would be glad to speak with you and get the issues resolved.
Your frustration and concerns are understood with regard to the delay in service that you have experienced. I would be glad to speak with you and get the issues resolved.
Jul. 15th, 2019
Joy Raysor Homestead, FL
I don’t know where to begin with this review, if I could give this company negative stars I would. My ac stopped working on June19,2019. Multiple companies have come out and just added freeon and went on their way, no update as to what the root of the problem was. Finally a week ago, and hundreds of dollars later, a company came out and said it was a leak and that I needed a new coil. As of now no news as to when they are going to order the part or fix my problem. I am a senior citizen, with high blood pressure, living in Miami ( with over 100 degree weather) this is unacceptable. This company misrepresents itself, they are really wolves in sheep’s clothing. Shame on you American Home Shield, and for the people that work for you, I don’t know how you can sleep soundly at night knowing you are screwing over innocent, hard working people.
6 years ago
Reply from American Home Shield
Hi Joy,
Your concerns are understood regarding the delay in service and noncovered cost associated with the air conditioner repairs. I would be glad to speak with you and get the issue resolved.
Your concerns are understood regarding the delay in service and noncovered cost associated with the air conditioner repairs. I would be glad to speak with you and get the issue resolved.
Jul. 15th, 2019
HOTWATERLESS Sacramento, CA
Our Hot water heater failed and instead of fixing the issue, they closed our ticket twice and then tried to say they couldnt contact the service compa
On 4/16/19 I filed a request to have my water heater replaced. They sent out a plumbing company that looked at the water heater, told me he needed to back to his shop because he wasn't prepared to work on the water heater. He ended up not coming back so I called the company and they said he got busy and they would send another tech out Friday (4/19/19). I took the day off work and the tech came out AND WAS STILL NOT PREPARED TO DO THE WORK. He left and we never heard from that company again. I logged into my account with American Home Shield and they closed my ticket. There was no resolution they just closed it. I called them and they gave me some bs excuse so I gave them a second chance. The second work ticket was initiated on 5/7/19. They found the second lowest rated plumbing company in Sacramento (The previous one was the lowest rated) and sent them out. The tech was a real nice guy and he assessed the water heater. He told us it needed to be replaced and wrote up a cost and assessment on 5/24/19. We were told to wait until the paperwork was processed to have any work done to assure it would be paid for since American Home Shield already has a suspect reputation. I waited a week and never heard from anyone. I logged into our account again to see that they had closed the ticket. At this time they said they couldn't authorize paying me the funds to fix the water heater because they needed to talk to the second plumbing company. They would "call" them and never get a response. I called American Home Shield three days a week until 7/10/19. On 7/2/19, the customer service rep went into more detail about what they needed from the plumbing company. They said they needed a cost estimate for the water heater replacement so they knew how much money they needed to give me. I told him I had a copy of it somewhere in my house and I would send it to them. He said if I could do that, I would get the funds to replace my water heater. I found the receipt for work and the diagnosis and sent it to them via fax on 7/10/19. On the paperwork it stated the water heater needed to be replaced and it would cost $2750. I did not get a call back that day to release the funds so I called them on 7/11/19. Magically, now that they had a document that showed I needed a new water heater and the cost, they were able to reach the plumbing company and get a different story. They claimed that the plumbing company said they just needed to replace the gas system inside the water heater and not the entire thing. So after three months, I find the document that they used to base why they wouldn't reimburse me and they changed their parameters. They just don't want to pay me for the services that they are supposedly "insuring" me for. I just want the $2,750 to replace my water heater.
6 years ago
Reply from American Home Shield
Hi,
I understand your frustration with regard to the delay in service to have the hot water heater replaced. I would be glad to speak with you and reach a resolution.
I understand your frustration with regard to the delay in service to have the hot water heater replaced. I would be glad to speak with you and reach a resolution.
Jul. 12th, 2019
Dalton Snyder
This company is a joke. Do not settle for a home warranty like this if you are purchasing a new home instead of the seller fixing items.
We found a leak with a pipe in the wall that led to water damage to the framework in the wall, insulation, and the drywall. After calling and scheduling a plumber to come out he came and repaired the pipe, but that's it. No additional work. Which led to another phone call to AHS to have the rest of the work done. I explained what work I needed done and the employee set me up with a separate contractor. When the second contractor called me, I asked to verify what portion of the work he was covering. He told me only the dry wall so I needed another phone call to get the rest repaired.
After calling AHS again I was informed they would not fix any damage that the leaking pipe had. Only the pipe and the hole they made in order to repair the pipe was covered. The call center employee told me this so I asked to speak to a supervisor and was transferred. After 30 minutes I spoke with an escalation representative who told me the same information but much less friendly. He actually was shouting over me when I asked him questions repeating that they only repaired the pipe and the drywall that was necessary for their hole. Again I asked to be sent to a manager. After an hour a manager answered the phone. And again was told they do not cover anything but the pipe and the hole. I asked what I was supposed to do about having the frame work and the insulation fixed and he told me to do it myself for hire someone. Which blew me away. Telling a customer to go to another company. So again I asked to speak to a supervisor to which he told me repeatedly that he was the the highest person I would talk to. Refusing to send me to anyone else and become rude because I was unsatisfied and questioning him.
This company wants to bandaid everything when deeper issues are apparent. I would never recommend them to anyone.
6 years ago
Reply from American Home Shield
Hi Dalton,
I understand your frustration with regard to the delay in service to have the plumbing leak repaired. I would be glad to speak with you and reach a resolution.
I understand your frustration with regard to the delay in service to have the plumbing leak repaired. I would be glad to speak with you and reach a resolution.
Jul. 12th, 2019
JLM Avondale Estates, GA
This company really misrepresents itself as a safety net for home repairs. I had this home warranty "forced" when I bought a house earlier this year. The realtor insisted that AHS was a good company and they do legitimately repair or replace items when needed. I contacted them regarding water leak and to their credit, I did get a plumber in a timely manner - two business days after contacting AHS. However, the plumber immediately began criticizing AHS and basically said they would not allow him to repair anything behind sheetrock and that he was not required to investigate any leaks that weren't visible, etc. etc. He did determine that my leak is caused by faulty grouting and broken tile in a shower. SURPRISE....AHS doesn't consider this a repair they consider this construction so it is not covered by the warranty. I called AHS after the visit to verify and the customer service has been abysmal. I spoke with "Jenny" who had a tone as if she wanted to pick a fight with me and she insisted that AHS didn't have to repair my leak because it is "construction" and she hardly let me speak all the while she was quoting my contract and citing "section D4B" and speaking so fast that I could not write anything down and was very condescending when I asked for clarification. She would not let me speak to her supervisor or any other employees - maybe my contract doesn't allow that either? The next day I received another call from "Tonya" who said she was calling because I had asked to speak to "Jenny's" supervisor. Tonya again started talking at me as quickly as possible and quoting the contract. She barely let me speak at all and was not willing to consider repairing my grout (because AHS has defined this issue as "construction"). When I pointed out that AHS markets itself via commercials and realtors as a safety net for home repairs, Tonya implied that my realtor lied to me and also said she isn't responsible for marketing. And with regards to "plumbing" repairs Tonya quoted my contract to let me know that only exposed accessible pipes and fixtures are repaired by AHS - that means if a leak is behind sheetrock or tile or in anyway inconvenient AHS doesn't fix it. It's bad enough to learn that this warranty was a waste of money and a false sense of security but to be treated rudely by the AHS reps is just adding insult to injury. Save your money and replace your own faucet washers or whatever AHS actually covers.
6 years ago
Reply from American Home Shield
Good afternoon Janet,
Your concerns are understood regarding the denial of the leak repairs. I would be glad to speak with you and discuss your experience.
Your concerns are understood regarding the denial of the leak repairs. I would be glad to speak with you and discuss your experience.
Jul. 10th, 2019
Stephen G Duncan, OK
This company is the worst company you can ever do business with. My A/C went out back in June 2019 and I called Homeshield and they had a contractor come look at the next day. They said I needed a part that Homeshield would have to order. Homeshield authorized on June 19 and then on June 20th I was told the part was ordered. It is now 3 weeks later and still no part. I have called and multiple reps just keep saying the same thing. They know absolutely nothing or when the part will arrive. I have been without A/C for three freaking weeks. This company is a straight scam. They don’t value or care about their customers. Please do not sign up with this company. I Repeat straight SCAM of a company.
6 years ago
Reply from American Home Shield
Hi Stephen,
I understand your frustration with regard to the delay in service of the air conditioner repairs. I would be glad to speak with you and reach a resolution.
I understand your frustration with regard to the delay in service of the air conditioner repairs. I would be glad to speak with you and reach a resolution.
Jul. 10th, 2019
Veronica Cape Coral, FL
My central air conditioning keeps braking down. The company that they send out takes forever to show up. Once they offered to replace my unit for 4800.00 and told me I was getting a discount. They said that American Home Shield does not replace AC units they only will pay for certain parts. That is not what American Home Shield advertises. So it has been a nightmare dealing with this company. The AC keeps breaking over and over. We go weeks without air conditioning in 98 degree weather . I think American Home Shield is waiting for me to give up and replace the AC myself so that they don’t have to put out the money.
6 years ago
Reply from American Home Shield
Hi Veronica,
I understand your frustration with regard to the delay in service of the air conditioner repairs. I would be glad to speak with you and reach a resolution.
I understand your frustration with regard to the delay in service of the air conditioner repairs. I would be glad to speak with you and reach a resolution.
Jul. 10th, 2019
Quin f Shreveport, LA
This company claims they will cover appliances and and home systems when they fail or something goes wrong. They tell you you pay a certain amount monthly and then a service fee once you make a claim and they will handle it from there, but this is not the case at all! My A/C went out and they company (Total Air Care)they choose btw didn’t come out until a week later. They told me they will recommend a condenser coil be changed. It took AHS another week to respond. Once they responded I was inform that they would cover the charge to replace the condenser but there would be some additional none covered charges totaling $781. To replace the condenser only costs $727. How is it that the customer ends paying more out of pocket costs then the company for what is supposed to be “a cover repair”. Then when I called to complain the give you some crap about your contract stating this and that. This company is a scam and full of crooks I would not recommend this company to anyone! You have been warned!!!!!!!
6 years ago
Reply from American Home Shield
Hi Quin,
Your concerns are understood regarding the noncovered cost associated with the air conditioner repairs. I would be glad to speak with you and get the issue resolved.
Your concerns are understood regarding the noncovered cost associated with the air conditioner repairs. I would be glad to speak with you and get the issue resolved.
Jul. 8th, 2019
Girish Patel MD Bakersfield, CA
I have had several rental properties covered by this company. In the past, there were issues, so I cancelled some of the properties and continued with coverage for my home and one of the rentals.
Recently, I have had problems with Gaggeneau cook tops and Sub-Zero refrigerator. The technicians came, and said there are no parts available for cook tops, and they need to be replaced. He also said the refrigerator needs a higher level technician to come fix the problem.
I have made several phone calls to the company. Every time you are on a hold for almost an hour, talking to some person from another country, and then the person says "We will call you back" - which never happens. This is a typical insurance company - take premiums but no service.
6 years ago
Reply from American Home Shield
Good afternoon Girish,
Your concerns are understood regarding the delay in service that you experienced to have both your cooktop and refrigerator repaired. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the delay in service that you experienced to have both your cooktop and refrigerator repaired. I would be glad to speak with you and reach a resolution.
Jul. 5th, 2019
Trinity Alexandria, LA
I have been a customer with American Home Shield since the purchase of my home in April 2014. The purchase of a basic warranty was made by the sellers of the home and I upgraded to their most expensive and comprehensive package believing all future repairs would be covered in the instance the worst occurred i.e. appliance malfunction or plumbing issue. American Home Shield has to have the worst customer service representatives, whom refuse to provide their name or identification number; they refuse to allow you to speak with a supervisor or member of management; as well as a representative in the retention department. I was informed that consumers are not allowed to speak with supervisors or retention, and the representatives would not provide me with a telephone number to a specific department. After a little over five (5) years of faithful paid premiums to American Home Shield, and three (3) years without filing a claim; I have just cancelled this warranty contract. This company increases your premium yearly, great for the CEO and shareholders; but the coverages offered is steadily declining and not great for the consumers. RUN!!! RUN FAST!!!
6 years ago
Reply from American Home Shield
Good afternoon Trinity,
Your patronage to American Home Shield over the past five years is more than appreciated. Also, your concerns are understood regarding the level of customer service that was experienced to have your issue repaired. I would be glad to speak with you and reach a resolution.
Your patronage to American Home Shield over the past five years is more than appreciated. Also, your concerns are understood regarding the level of customer service that was experienced to have your issue repaired. I would be glad to speak with you and reach a resolution.
Jul. 5th, 2019
Mohammed Mikou Davenport, FL
Total scam. I requested a service for a dishwasher, they gave me an appointment for the following week, and the technician will show up between 8and 12. He came around 9:45 to spend 10 minutes, stating that the dishwasher is non fixable, and they have to replace it because it's infected, BS.I have pests control and there is no sign of cockroaches or something similar in my house. They charge $ 100 upfront to tell me that they can't replace it because this kind of damage is not covered by my policy. Needless to mention how many times they put me on hold to speak to different representative with little English and bad customer service. I would never recommend this AHS to anyone.
6 years ago
Reply from American Home Shield
Hi Mohammed,
I hate to hear about your experience with American Home Shield and the issues that you experienced. I would be glad to discuss the dishwasher and assist to reach a resolution.
I hate to hear about your experience with American Home Shield and the issues that you experienced. I would be glad to discuss the dishwasher and assist to reach a resolution.
Jul. 3rd, 2019
Alan Grapevine, TX
It started on 5/29/19. Our Refrigerator stopped working. My wife and I went to look at new refrigerators at Lowes when all of a sudden I remembered that we have been with AHS for over 25 years now and why didn't I just call them. What a great idea!!! so we go back home and the very next day I got on their website and filled out the necessary questions to get service. I received a text message from their sub-contractor
and they told me that they would call me in 24 hours. I got my phone call the next day and they told me that it would take a couple of days to get me scheduled. I understand so we place everything we needed to keep in an ice chest. two days later it is scheduled the sub-contractor comes out. Said he needs to order parts. So he orders the parts and now they are back to repair it with the new parts and it works (for 2 hours). I get up in the middle of the night and the fridge is broke again. So we call back and the sub says I have to contact AHS and do another ticket. I do another ticket and I wait. I waited for 2 days and finally I had to start calling the sub myself. I called 3 times a day/5 days and I never heard an answer. I called AHS 2-3 times a day (according to how busy I were at work). After the 4th time I figured out their system. When the customer service answered I answered all questions just for verification (why do they ask you to type it in and verify before they even answer the phone)? ANYWAAAAY.... Each time I called they said they would call the sub but they would never answer so they would say they would write them an email and I would get a call the next morning from them (which I never did). So I am now texting and calling the sub and calling AHS everyday. Today (7-2-2019) I spoke to a customer service guy that new how bad it must have been to have to live out of a ice chest for the last 32 days so he is trying to escalate my problem but no one will answer, he tried to give it to his supervisor and he would not answer. They offered to take 1/2 of my monthly dues off of my billing and I was like you are taking $35 out of my bill while I am buy ice every day just to keep my food cold. Remember, I can only buy 1 bag at a time.
Tomorrow is July 3rd. My Fridge went out on 5/30/2019. I guess I will see the copy and paste answer like all of these other complaints and I have wondered - who are you suppose to call????? The same people that have not done anything for a month already? The person that is answering these did not leave a phone number, his name, his email. So who are you suppose to call when they say they want to talk to you???? We are going shopping for a new refrigerator. I have never written a review before but this feels good. I am going to make it my personal MO to write this review on everything website that I can find because I am that upset of how they have not only treated me but look at all of these bad reviews.
Absolutely Stunning!!
6 years ago
Reply from American Home Shield
Hi Alan,
Your patronage to American Home Shield over the past 25 years is more than appreciated. Your concerns are understood regarding the delay in service experienced to have the refrigerator repaired. I would be glad to speak with you and get the issues resolved.
Your patronage to American Home Shield over the past 25 years is more than appreciated. Your concerns are understood regarding the delay in service experienced to have the refrigerator repaired. I would be glad to speak with you and get the issues resolved.
Jul. 3rd, 2019
J Edmunds Plano, TX
Our A/C broke last Tues in the June Texas heat. AHS sent a tech from an A/C company on Thursday. He diagnosed a bad compressor. Since then we have contacted AHS five times. They have never reached out to contact us. When we call they never have our correct diagnosis, we correct them and they tell us they are waiting for "autho". They are unable to connect us with the "autho" department or give us their phone number. We are no closer to having the A/C repaired than we were last week when it broke. They won't tell us what repairs they'll cover nor when someone will be out to do the repairs.
6 years ago
Reply from American Home Shield
Good afternoon J Edmunds,
Your concerns are understood regarding the delay in service experienced to have the AC system repaired. I would be glad to speak with you and get the issues resolved.
Your concerns are understood regarding the delay in service experienced to have the AC system repaired. I would be glad to speak with you and get the issues resolved.
Jul. 3rd, 2019
Dorian Voorhees Tucson, AZ
I have been with American Home Shield for 25 years. I do NOT recommend purchasing a policy with them. I do recommend that you take the money that you would pay annually and stash it away for emergencies. Their selected service companies that will take the AHS payment are generally sub standard. One person came to replace an air conditioner thermostat and left the entire wiring exposed on the roof. Another company proceeded to ruin my gutters with their ladders as they serviced the HVAC system. My old but functioning HVAC system continued to be put back together with baling wire and duck tape. Don't be duped into thinking they will do anything but very, very limited patch up. I understand from reputable service companies that they want nothing to do with AHS because of the amount of runaround and paperwork it takes to get paid.
6 years ago
Reply from American Home Shield
Good afternoon Dorian,
Your patronage to American Home Shield over the past 25 years is more than appreciated. Your concerns are understood regarding the delay in service experienced to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Your patronage to American Home Shield over the past 25 years is more than appreciated. Your concerns are understood regarding the delay in service experienced to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Jul. 3rd, 2019
Alex G Los Angeles, CA
American Home Shield (AHS) is not your friend. They will only provide you with the bare minimum level of replacement coverage.
Our policy clearly covers replacement of the air conditioning unit. Two different service technicians have inspected the air conditioning unit and confirmed that it must be replaced (after the first technician's report they claimed that none of the replacement costs were covered). However, AHS has taken the position that we, the insured, are responsible for the following line items: T-24 $475; T-24 duct seal $330; Crane $395; Strapping $145; Base remodel $375; Gas line remodel $190; Gas flex $125; Drain line remodel $295; Electric remodel $185; Total: $2,515. We strongly take issue with the following line items: Base remodel $375; Gas line remodel $190; Gas flex $125; Drain line remodel $295; Electric remodel $185; Total $1,170.
The $1,170 for which AHS seeks to transfer responsibility to us is, most definitely, simply part of the standard work necessary to install the new air conditioning unit and cannot reasonably be classified as a “modification” excluded under the terms of our policy. We realize now that the technicians may be instructed to try to classify as much as possible as a “remodel” to limit coverage, but that is not appropriate and not a position that we believe can be taken here. Apparently this issue has frequently arisen in other complaints on this website. From what we can tell, when customers have complained about this type of conduct, AHS has been willing to resolve the matter quickly.
While I am not an attorney, I have consulted mine, and I am familiar with the rule that terms in an insurance contract are construed against the insurer and in favor of coverage. I therefore would ask that AHS simply agrees that the above identified line items will be covered, and make prompt arrangements to replace our air conditioning unit.
6 years ago
Reply from American Home Shield
Hi Alex,
I understand your frustration with regard to the denial cost associated with the air conditioner repairs. I would be glad to speak with you to discuss your experience.
I understand your frustration with regard to the denial cost associated with the air conditioner repairs. I would be glad to speak with you to discuss your experience.
Jul. 3rd, 2019
Nafisa Yorba Linda, CA
What a horrible company to deal with. Very bad experience during the first year itself. There contractors are liars and AHS wants to believe in such contractors. There is no coordination between the contracting companies and American home shield. Have to wait for days to get one thing fixed. Last year I renewed for the year again and paid for the whole year in advance. Fortunately I had no problem so did not make a single service call. This year I decided not to renew the contract again, so called to inform AHS about it. They sent me an email with a cancelling fee. I called them again and the representative said the previous rep had made a mistake and she would waive the fees and send me the confirmation of the same via email. Today I receive an email again with a different cancelling fee . I called them what I was told and rep tells me that they will go through the calls and write back.
For sure I am not going to pay them. They are real scammers.
I do not recommend this company to anyone. In fact my friend too cancelled her account with them for the similar reasons.
6 years ago
Reply from American Home Shield
Hi Nafisa,
Your concerns are understood in regard to your most recent experience to cancel the AHS. I would be glad to assist you and get the issues resolved.
Your concerns are understood in regard to your most recent experience to cancel the AHS. I would be glad to assist you and get the issues resolved.
Jul. 1st, 2019
Jme Charles Town, WV
I have been with AHS for two years and the worst part is customer service. I have made claims online and service repaired quickly. However, my most recent experience is horrible. Our ac was not working, the ac guy came and determined it was electrical and would let AHS know but wait until that evening and contact them to set up the electrician for him to get the paperwork/call into them. I went online to contact AHS for the electrician. I didn’t know it would happen automatically so AHS has it as a second claim and the Ac guy had transferred it over. So I had two claims for the same electrician to come to my house and was charged the 2nd time. I called AHS to get it fix and the barely English speaking customer service lady hung up on me. So I called back and was told to contact them after the electrician came. I did and was told they would not refund my money bc I entered it as a claim. At this point I started asking to speak to a supervisor and started asking for names of who I was speaking to. Well eventually after about an hour on the phone I was told the money would be refunded within 7-10 business days. Well today is day 11 and no money. I started with customer service billing again and was told they couldn’t refund it. I asked to speak to a supervisor and was put on hold again, he came back and said he was transferring me to some other dept that could handle this. I asked him to repeat it but could not understand what he was saying. The new representative listened to everything and I finally said something about recording the conversations because I am very frustrated with the lack of follow through and help I have been receiving. He stated he would check the recordings. He came back and stated he sees in the documentation that they were supposed to refund the money but it hadn’t happened and said he was going to contact the agent to get it to happen. As I write this I am still on hold. This phone call alone has been 47 mins. The amount of time working to get my refund is unacceptable, and at this point I am still unsure if I will get it. I am not sure who has hours to wait on the phone, thankfully I am home today and can do things while on hold. He came back and said it would have to be the original agent (which I have his name) to refund the money and he can’t get him. So I asked to speak to his supervisor and he said his supervisor would not be able to do anything more. I insisted and now have been put back on hold and it’s been 59 mins. Do NOT get this warranty is you don’t have time to deal with hours of worthless customer service.
6 years ago
Reply from American Home Shield
Hi Jme,
Your concerns are understood in regard to your most recent experience to receive a refund. I would be glad to assist you and get the issues resolved.
Your concerns are understood in regard to your most recent experience to receive a refund. I would be glad to assist you and get the issues resolved.
Jul. 1st, 2019
Jack McCarthy New Port Richey, FL
Do not waste your money on a home warranty from American Home Shield. I repeat, DO NOT WASTE YOUR MONEY. I gave this company at least 3 tries to show me that they stand by their promises to provide valuable service. They failed each and every time, this most recent time being the nail in their coffin.
The AC in our home quit working overnight Monday, June 24th. I placed a repair request online Tuesday, June 25th. The good news is they had a contract (Perry Mechanical) come out the very next day Wednesday, June 26th. The bad news is Perry Mechanical did not correctly repair our AC, left, and...when we determined it was still not working...did not return our calls, emails, or Facebook messages until after 9:30 the next morning (Thursday, June 27th). The worst news is when they finally did return return our calls, they informed me "we can come back out Monday between 2 and 5." That's right, Monday, July 1st - FOUR DAYS LATER. What company that screws something up as vital to a family as air conditioning in their home makes that family wait FOUR DAYS to right their wrong?!?
Calling American Home Shield during this debacle was just as frustrating. For starters, they shouldn't even be allowed to call themselves "American" Home Shield considering they have ZERO American representatives to speak with when you call them for help. Instead, they have outsourced, offshore Indian representatives that have the empathy of a rock, repetitively reading from scripts and accomplishing NOTHING. I can add that this has been the case every single time we've had to use this warranty service: slow response times, sub-par contractors, and bare-minimum repair jobs that always required at least a second visit for them to get it right. It's pathetic.
Do yourself a favor and either find a better home warranty company (if there is such a thing, the more I research the more it seems they are all terrible) or just put the money you'd be paying these fly-by-nights into an account you can later use for repairs as the needs arise. Of course I have since cancelled my contract with this poor excuse for a company and am looking elsewhere.
6 years ago
Reply from American Home Shield
Good morning Jack,
Your concerns are understood regarding your most recent experience to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Your concerns are understood regarding your most recent experience to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Jul. 2nd, 2019
Trupti Fremont, CA
I would give them ZERO stars if it were possible. My freezer has been non functional for over a month . When I first requested service, they sent a technician, who did not even get the fridge out of the cabinet., stating that he would have to get 2 people to help him and that home warranty company would have to authorize it . I have called the repair company, who stated that they knew what the problem was and that they had ordered parts that were on back order ( all this without this guy pulling out my fridge) . Then I called AHS and have gotten the run around from them. The wait time is awful , I have to repeat my story to multiple people who come on the line who cannot resolve my problem and no one ever calls back. They always put me off saying that they are calling the technician and the technician is not responding. They never let me talk with a supervisor. I have even asked to just cancel the service and am ready to get a new fridge, ( I'm paying for it) but they keep saying that parts have been ordered . This has been the worst experience of my life with any company , horrible service . Would never recommend them to anyone .
I have been without a freezer for over a month and the company is not even willing to cancel the darn service .
THE WORST COMPANY EVER!!!!!!
6 years ago
Reply from American Home Shield
Hi Trupti,
I hate to hear about your experience with American Home Shield and the issues that you experienced. I would be glad to discuss the refrigerator and assist to reach a resolution.
I hate to hear about your experience with American Home Shield and the issues that you experienced. I would be glad to discuss the refrigerator and assist to reach a resolution.
Jul. 2nd, 2019
Amy p Sterling, VA
I have had this company for 10 years. Just recently my a/c went out.. in the middle of a heat wave. I called them & asked for a senior tech & it took 72 hours to get their vendor to come out. Then it took over 48 hours for AHS to ok the repair... well guess what ? That was a Friday .... we then needed a factory authorized part that then had to be approved by AHS . We had to wait for vendor to provide the part #...that was done on Monday ... now it’s 10 days since reported a/c out.
AHS then had to approve the cost of the part & order it. Now it’s Friday again & no part yet. Supposedly will be at vendor on Monday . Again heat wave... pregnant woman,toddler with asthma & a dog that had to be boarded. Monday tech comes out late with part & it’s the wrong part!!!!
More phone calls being made... really ticked off at this whole process. AHS supervisor was supposed to stay on top of this & call me with what she finds out...this is Tuesday. Never heard from supervisor (I have asked for supervisor before & they aren’t available...typical) . I had no choice but to call someone on my own to have the a/c fixed the next day. Surprise he came had it up & running in 1 hour... my cost $748 .... still no word from AHS or their vendor.
Then I get a call from vendor that they have part....& will be right over????
Terrible communication & almost 3 weeks without a/c!!!! Unacceptable time line & terrible techs! There is more to this but I needed to shorten this review.
Their customer service is very difficult to understand or communicate with....
6 years ago
Reply from American Home Shield
Good morning Amy,
Your patronage to American Home Shield over the past 10 years is more than appreciated. Your concerns are understood regarding the denial cost to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Your patronage to American Home Shield over the past 10 years is more than appreciated. Your concerns are understood regarding the denial cost to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Jul. 2nd, 2019
Lavonne South Elgin, IL
Leaking water heater called on Tuesday am 6/24/19 told someone will contact me within 4 hrs. Had to call again no one contacted me from plumbing company. On 6/25/19 the plumbing company finally showed up. Yes, you have a leaking water heater that needs to be replaced. AHS is misleading about all you pay is a service fee of $100 to either replace or repair water heater. The plumbing company emailed me a invoice for $478 to replace my water heater. Plus I still need to call on 7/1/19 to order the water heater. I thought the heater was already ordered. I still have a leaking water heater & already paid $100 service fee..... total rip off.
6 years ago
Reply from American Home Shield
Good afternoon Lavonne,
I hate to hear about your most recent experience of the delay in service to repair the water heater. I would be glad to speak with you to reach a resolution.
I hate to hear about your most recent experience of the delay in service to repair the water heater. I would be glad to speak with you to reach a resolution.
Jul. 2nd, 2019
Sofia Silver Spring, MD
I've had a home warranty with American Home Shield for two years. This week I've used it for the second time to fix a water line that connects to the garden faucet. In their website, under plumbing there is a list of non covered issues.... mine was not there, great. On my contract, under plumbing, nothing indicated that my pipe issue would be excluded. So, I placed a claim, paid $100, waisted a full afternoon of work just to have the plumber tell me that my pipe burst was not covered. After multiple conversations with costumer service they pointed out to section "I", way down on the contract, that applies to "certain malfunctions".... and there it is... as the technician believes that the pipe burst was due to winter frosting.... my pipe burst apparently fits right there (it must have been freezing damage they said...).... and thus not covered. Wow... so I feel that this company is not transparent and does not act in good faith. I am truly disappointed and feel cheated upon. Cancelled my home warranty immediately. Sad.
6 years ago
Reply from American Home Shield
Hi Sofia,
Your patronage is more than appreciated. Your concerns are understood in regard to your most recent experience with AHS and the claim denial. I would be glad to assist you and get the issues resolved.
Your patronage is more than appreciated. Your concerns are understood in regard to your most recent experience with AHS and the claim denial. I would be glad to assist you and get the issues resolved.
Jul. 1st, 2019
Luella Wheeler-Ikuesan Snellville, GA
I am disappointed in the service that AHS has provided in the recent years. It appears that the contractors sent to your home are eager to let you know that something is not covered under your warranty. They are more interested in contacting AHS to lie and give them a cost that they would charge to fix the problem that you paid a service fee for them to come out to your home.
I recently submitted a request to have my air condition repaired. I have had a total of 3 different contractors and each one had a different diagnosis. The 1st contractor called AHS and told them, it wasn't normal wear and tear of what has happened to the AC. He told them that wood cut the metal and so the AC wasn't working. He said a tree fell on the AC. The #2 contractor came out and could not find the problem. He said there was a leak in an unknown area and that we would have to open the wall so he could fix the problem. He said AHS would not allow him to cut the wall. So I found a contractor on Home Advisor who has charged me $1,000 to cut into the outside of my house so the contractor can fix the problem. #2 contractor returned to the home and searched for the cause that the unit wasn't working for several hours. He became frustrated and left and did not contact AHS. After waiting for several days, my husband reached out to AHS who I guess thought that contractor # 2 had completed the problem. Then they decided to send #3 contractor who came and said you all did not need to cut into your wall, the problem is the evaporator coil. He contacted AHS who was eager to tell me how much I would need to pay. $1, 385 to have my unit repaired. They said that they would pay $745 for the evaporator coil but all the other parts to bring the unit up to code was my expense. They said that since I wanted a 2 nd opinion, I was responsible for the $1,000 that was charged to open up the wall. I made several calls in addition to my husband to complain about that extra charge. I finally spoke with a supervisor after trying to explain my problem to a young lady who could not speak or understand English very well. His name was Jay, and he said that they would send an email to there contractor resolution units and get back with me in 48 hours. My air conditioner hasn't been repaired and I am concern that once this 3rd contractor come and charge me , there will be another problem that I guess contractor # 4 will find.
6 years ago
Reply from American Home Shield
Hi Luella,
I understand your frustration in regard to the delay in service to have the air conditioner serviced. I would be glad to speak with you to discuss your experience.
I understand your frustration in regard to the delay in service to have the air conditioner serviced. I would be glad to speak with you to discuss your experience.
Jun. 21st, 2019
Michael Stacks Damascus, AR
We've used AHS as a secondary insurance for our appliances, a/c units, etc at our main home & rental property for two years. We had to use them one time and the one request for service on our dryer was a fiasco. It took almost two weeks for them to process the claim, get a technician out, then approve the technician to work on the dryer. We had to call AHS multiple times to check on the status and each time we had to explain our claim with a different associate (most who speak broken English). Each time they told us they would call us back and never did. AHS is very difficult to work with--it's as if the right hand does not know what the left hand is doing and they do not care about their customers. We are cancelling our policies.
6 years ago
Reply from American Home Shield
Hi Michael,
I understand your frustration with regard to the delay in service to have the appliance repaired. I would be glad to speak with you to discuss your experience.
I understand your frustration with regard to the delay in service to have the appliance repaired. I would be glad to speak with you to discuss your experience.
Jul. 1st, 2019
Lucinda Snellville, GA
This company is one of the biggest mistakes of my life. Their contractors are shady and half-way do their job. The customer service is horrible, don’t listen, and y’all over you. I have been without A/C in GA for over a week and the earliest the contractor said they can come out is 7/3!!!! I have small kids and it is burning up in my house. They have no regards or empathy for my situation, not to mention the contractor they sent for a leak complaint is extremely shady and didn’t even fully complete his job. I had to call x2 for recalls that he missed by not even fully assessing the problem based off my initial complaint. They also cancelled a work order for another leak in my upstairs bathroom for who knows what reason. This has been one of the most stressful and frustrating processes in my life. I will never recommend them. Go with another company! Me and my family are still in smothering heat creating a very unsafe environment. Their contractors are horrible and don’t care. I’ve asked onnumerous occasions to speak with a manager or supervisor to no prevail. They either hang up or put me on hold until I can’t hold any longer. Horrible company . Run!
6 years ago
Reply from American Home Shield
Hi Lucinda,
I understand your frustration in regard to the delay in service to have the AC repaired. I would be glad to speak with you and assist with a resolution to get the repairs completed as soon as possible.
I understand your frustration in regard to the delay in service to have the AC repaired. I would be glad to speak with you and assist with a resolution to get the repairs completed as soon as possible.
Jun. 28th, 2019
Jason Bocarro Raleigh, NC
I had AHS for about 5 years - barely used them. Whenever I did use them, they send out companies that are truly awful - the reviews of these coman ies on line match what I experienced. You pay $134 for a service fee when it would cost not that much more to get it fixed with a more reliable company. You pay over $50 a month. Better off putting that money aside. Their customer service is pretty bad as well. Their response is - we use licensed technicians. I have specific examples of my air conditioning experience that mirror about 20 other people online. I've wasted $1000's of dollars on this company. If I can give people advice - put that money aside each month
6 years ago Edited September 14, 2021
Reply from American Home Shield
Hi Jason,
I understand your frustration in regard to the delay in service to have the AC repaired. I would be glad to speak with you and assist with a resolution to get the repairs completed as soon as possible.
I understand your frustration in regard to the delay in service to have the AC repaired. I would be glad to speak with you and assist with a resolution to get the repairs completed as soon as possible.
Jun. 28th, 2019
John Kelly Lake Zurich, IL
You have to give a star for this to post. They should have a negative star factor because this company would get negative stars. My ejector pump went out and their contractor told me if was from, "Misuse." How can you misuse an ejector pump? What it does is eject poop. The company they sent out then tried to sell me a $2,000 replacement for the unit in place. I had another contractor friend stop by and he just cleaned the pit and unjammed the float. It has worked fine ever since. Sorry but I could not give any stars to this waste of a company. Don't believe their private correspondence to you about getting back to you after you post a review, they don't.
6 years ago
Reply from American Home Shield
Good morning John,
Your patronage to American Home Shield over the past four years is more than appreciated. Your concerns are understood regarding the denial of the plumbing repairs. I would be glad to speak with you and get the issues resolved.
Your patronage to American Home Shield over the past four years is more than appreciated. Your concerns are understood regarding the denial of the plumbing repairs. I would be glad to speak with you and get the issues resolved.
Jun. 8th, 2019
