American Home Shield Reviews

This is the absolute worse company I have ever worked with. It starts out with taking over an hour to get anyone on the phone and goes downhill from there. I had an experience with a broken water line under my slab and it took over 3 weeks to get anyone to finally do the repairs and that was only because i called again ( and waited 0ver an hour on the phone) to ask what the status was. Which nobody knew because they don't do follow up to assure the problems are taken care of. when I asked to speak to someone with some authority to take care of my issue, I was told no one was available to help. That leads me to believe that there is NO leadership in this business!! I will not renew and I will pass the word on to my friends and family to never use this company.

Very disappointed with AHS. I’ve used AHS for many years and have policies with them on two homes right now, but will definitely be moving to a new company. They have happily accepted my payments every month for years, but now when it is their turn to perform they have failed miserably. Recently my 5 ton furnace died and the technician AHS sent out said it had to be replaced and that AHS would cover the cost of the unit, installation and the rebuild of the platform; however, what happened is that they ONLY want to pay $435 . You can’t even buy a 5 ton unit for that, nor would that cover the install and the platform rebuild. SO out of the $2170.00 invoice they say they will cover $435.00. I’ve paid for the coverage for years so that the big unexpected expenses will be taken care of when they occur. AHS you used to be good but no longer, it seems more like a scam.

They cover NOTHING! It’s a scam. Plus trying to get anyone on the phone to schedule is a joke! They cancelled my appt for today and thank god the company coming out called me to verify. I about lost it! Then the guy gets here and says it’s probably not covered but someone will call me (I’m still waiting on that call.. been nearly 5hrs!!) Then let’s talk about my other appt I scheduled for feb 19th this morning. I was told it was scheduled. 5hrs later I get a text saying it’s scheduled for Jan 29th?! Excuse me.. say what?!? Seriously, PLEASE don’t waste ur hard earned money on this shady company.

Extremely dissatisfied with American Home Shield. We have been without a washing machine since December 27th. They initially sent out Bracewell Repair. The man who came to our house not only owns the company, but is the sole employee. After getting authorization to order parts through AHS he never came back!!!! He will not take our calls or AHS calls or emails. I have requested a new service tech from another company multiple times and each call (after sitting on hold for over an hour) I am told they will need to email Contract Relations who will handle this. I should expect a call in 48 hours. I have not received a call in TWO WEEKS!!!!!! THREE WEEKS of you count the time my washer has been broken. It amazes me that I can be expected to pay my premium on time every month, but then will have to wait three weeks for an appliance to be repaired.

Currently awaiting a furnace to be installed by Greenway. I have been waiting for over two weeks. The temps in the Memphis area is currently mid twenties with ice and some snow. The wait is even more severe due to me being a cancer patient. This Is unacceptable service. Greenway states they are waiting for the furnace to be sent by American Home Shield.

We have spa coverage. Spa quit working. I called everyday for a week. Call center would not accept calls due to high volume. I emailed a supervisor. She referred me to another who lost my claim. She then assigned my claim to a company that doesn’t service my brand. Took a few weeks to get it all resolved. I had America First warranty last time and had no problems for 5+ years with a few claims. Probably wouldn’t use AHS again. Poor customer service - unreasonable delays etc. Maybe I’m just that rare exception.

Very stressful trying to get answers over the phone with associates. It took a very long time to get through on the phone. Longer than expected wait time for replacement of and removal of appliance. Could not find a Supervisor to talk to.

My contract clearly says that " contracted services will be initiated " within 48hrs after " your service request is made to AHS" on their 24/7 submission page. This is not true. From what the reps told me... after I spent nearly an hour on hold on the phone (the online chat tool was down most of the day)... if you submit a request, for example, on Friday evening, after business hours, the contractor has all weekend off and then has 24hrs to contact you the next Monday. Not to "initiate contracted services" just to call you to make an appointment, and then they have 48hrs after that to begin work. So, you can't trust what is clearly stated in your contract. In plain English. And they won't authorize you to get your own contractor who does work on weekends, so you're screwed, even if you have no way to use you kitchen or laundry for most of the week (or however long it takes for them to bother helping you). a. AHS will accept service requests 24 hours a day, 7 days a week a. The contracted services will be initiated under normal circumstances by AHS within 48 hours after your service request is made to AHS. We have a clogged drain. We live in an area full of 24/7 plumbing services. There are no abnormal circumstances here to prevent AHS from meeting the 48hrs window... except that they don't bother to hire contractors who are capable of meeting their contractual obligations, and they've chosen to screw the customer rather than correct that error.

AHS probably provided the WORST customer service I've ever experienced. I've been trying to fix my heat for over a month now with no success. Please note the snow storm and very low temps. With no heat, For over a month. I tried to contact AHS several times and no answer. They put me on hold and no one has answered the phone. The company they sent (BestWay Mechanical) won't answer their phone, And I've been calling non-stop for days now. Not a word. Don't waste your money and time. You are going to feel flat out disrespected as a customer and as a person. AHS, I don't know how you are still in business. I give you negative 100 as a company if you are asking me to rate you.

The called someone out to fix our original problem but the plumber had to cut a hole in the wall and AHS said they would have someone come out to fix the wall under the same call out price and we still have yet to have our wall fixed.

I have been a AHS customer for several years and the overall service has gone steeply downhill. I have not had heat in one of my rooms for over a week now. I called AHS and was left holding for 45 minutes, then over an hour and then 2.5 hours and I never spoke to anyone at customer service. I used the automated system and they charged me $79 for the repair call and the guy that they recommended did not show up twice. The policy was that the $75 was collected by the repair person, after they showed up to do the work, now AHS takes your money and no one showed up. And the bigger issue is that you can’t even call to discuss this problem, because they don’t pick up the calls at customer service. FIND ANOTHER COMPANY!!

I've had you guys for over 4 years and I'm noticing that your service is getting worse and worse. You're hiring companies that are not reputable and you're forcing people like myself to lose thousands of dollars worth of food because you're sending people out there really don't know how to fix things. So far 2017 we went a whole month without water because of sending companies that are not able to fix things or know what they're doing and the same thing happened with my refrigerator for months they kept breaking down I lost my food right before Christmas and you finally decided that my refrigerator was not repairable even though the companies had already said it wasn't. I'm to the point that I'm going to start shopping around for a new Warranty company I pay this for three different houses and when it comes to getting things done I've been nothing but disappointed.

Your services is okay but the amount of time spent trying to file a claim is not professional. Why do customers have to hold on for and hour or more to file a 10 minute claim. You need to invest in a better phone system. You can hire telecommunication persons that can take information and call it in and place the claims. I know that major companies hire at home workers to intercept calls and the customer does not know it’s a telecommuting service. I am home disabled and would love to take calls for your company and make your company thr greatest. Email me and let’s talk.

My overall rating of the company is not on the chart. I have been with this company for fifteen years. I had the most respect for them and sent others to them. 2017 did it for me. When I find something good I stick with it even if there is a little flaw. We are not perfect, but please don't ignore me and that's what this company did to me. I waited for an answer for my washer to be repaired six months. Then when I did get an answer, the young lady who spoke to me was unsympathetic and spoke: " well business as usual". She offered me money for the washer as take it or leave it and hung up. I am in business as well, but if I have a dissatisfied customer who had been with me for fifteen years, at least try to keep the customer. Service is everything these days and customer service is money made. I know customer service is a tedious job, but this is what we chose. Treat folks right.

I'm generally an easy customer to please. Just perform the service you promise as you promised it. I don't go out of my way to write reviews but in this case I have to major complaints: 1. Customer service experience with American Home Shield over the past month has been dreadful. I’ve had two different experiences of hour long plus waits to speak with either inexperienced or powerless customer service agents that were unable to assist me. I had a poor experience with a contractor and figured maybe I could request my case be assigned to a different, more professional, contractor. Turns out, they couldn’t do that and I was stuck. Ultimately, they claimed to have spoken to the contractor while I was on hold and that they would schedule an appointment within 60 minutes. That didn’t happen and after 22 days, I’ve yet to have a single person take a look at my refrigerator. I've currently been on hold for over 1.5 hours with customer service today alone. 2. I have serious questions regarding the selection/verification process of American Home Shield partners/local contractors. My experience was a contractor with no verified address, a pre-paid phone that was rarely turned on. (1/6 attempts actually resulted in a phone call being completed) The one time I was able to actually get through to the contractor, I was greeted with “yo, what’s up”? Before I could really explain what I was calling about, I was interrupted and told they were too busy to talk, “Call back later”. I then googled this “company”… It’s basically one guy working out of a Nissan Altima with no known business location. He apparently pays his cell phone bill some months but not others and has 9 registered complaints with the Better Business Bureau resulting in an F Grade from the BBB. Why is this the level of support an AHS customer should expect or accept?

I get that they are trying to contain their costs, but they consistently do not have enough people to answer their phones. No matter what day, what time of day, you will not reach someone to speak with in less than 45 minutes. Service techs complain of the same. It’s taken over 3 weeks for my service tech to get approval to order parts we need. Completely unacceptable. To make matters worse, promises of returned calls or emails to resolve billing discrepancies always go unfulfilled. They took $100 out of reimbursement check for an appliance they replaced that I had to purchase. They thought I hadn’t paid the service fee to the tech when in fact I had, and provided them with proof on multiple occasions. I’m still waiting for that $100 five months later after spending literally hours on the phone with them on multiple occasions. Also unacceptable. Lastly they completely undervalued the replacement costs of two appliances that failed. After multiple calls to them they did increase the value to provide a comparable feature set, but I had to fight to get it. Multiple calls, multiple hours of my time, and then they took that $100 off the check without any notice. Frustrating beyond words! I will say that they do at least try to find reputable service techs, and will reassign if needed. If you’re looking for a home warranty company, at this time I would keep looking until they increase their customer service. Pay attention to the negative reviews posted here. I’ll update when things hopefully improve.

in all my attempts to talk to someone at american shield i have not been able to speak to anyone.i have remained on the phone for hrs. at a time and no one ever answers.i am considering cancelling this program if i do not get better service

I couldn't believe the lies and dirty trick American Home Shield did to me after YEARS of my faithful patronage of their service. Let this comment be a stern warning for AHS and how they lie to their customers. I had a policy in place for years, MANY YEARS, for several of my properties. I had contacted them in the summer of 2016 informing them that I no longer wanted autopay, and to send me monthly bills via USPS. I gave them my mailing address...SEVERAL TIMES IN MULTIPLE PHONE CALLS OVER THE NEXT MONTHS, as I was not receiving bills. Finally getting concerned I recently called their customer service to find that they cancelled my longstanding account for non-payment, yet I NEVER RECEIVED THE MONTHLY BILLS AS THEY PROMISED THEY WOULD DO!! The representative informed me that they do not mail bills, only autopay and customer self pay through the website. I WAS NEVER TOLD THIS BY THE OTHER REPRESENTATIVES WHENEVER I CALLED TO GIVE MY MAILING ADDRESS. I realized it was a lie when I received in the mail an actual bill for another home policy I have with them. The last communication informed me that my account had been cancelled for non payment, and to be reinstated I WOULD HAVE TO PUT ONE YEAR UP FRONT! Needless to say I was shock, disturbed, horrified ANGRY!! They told me a the department head, a person by the name TORVIA, would call me back within a day or two. I NEVER RECEIVED A CALL. I just want to warn everyone about this scam being leveled by American Home Shield! I want everyone that is thinking about using their services to think twice. If they could do this to a loyal customer, they are capable of anything. Please reconsider and go with another company!

Companies they hired for hvac plumbing are a joke no shows, complained directly to us about even using AHS about not paying for their service, hvac guy finally shows up after second request for service with NO TOOLS!!! still charges us 75.00 for service did absolutely nothing. Plumber never showed. Waters electric shows up does work but we had a callback issue were we were no suppose to be charged and we were. Very disappointed with service. Not honest company to work with. AHS takes no responsibilty sends us a bill. Do not waste your time or money and do not let a realtor con you into this!!!!

You may want to consider these things before you choose a warranty company. I am am homeowner working with AHS has been a nightmare to say the least. I'm not a super sensitive consumer and rarely write reviews but I had to in this case. It all started this summer when my AC when out. I found out quickly that they do not contract with quality HVAC repair companies in my area. They get the cheapest and oft times least experienced technicians to come out. It took 4 visits for the company to fix my AC but they did not fix it. The coolant leaked out within two months which I paid about $400 for. Fast forward to about a month ago when the heater started making a loud sound. Requested service and the company came out and did nothing. They came out yet again and did nothing. The coolant has leaked out again so I've been running on emergency heat for weeks now. No one calls, no one answers the phone when I try to get in touch. I last time I got someone on the phone it took 70 minutes and then they were not able to see any notes from the previous technician! This company was recommended by a family member but I have had the worst experience. My heat is not working at it is going to be 11 degrees tonight. Please consider these things when you really have an issue; you may be better suited with another company. This company does not deliver the service that you pay for.

If I could I'd give a negative star for Yamaz Plumbing "company", unfortunately for me, they are contracted through my home warranty company American Home Shield. They came to replace a section of plumbing after what took over a week to get them to come out. 2 weeks later when we were still having problems, he came out & called to tell me he 'didn't have the needed fittings with him to correct something that he had overlooked and that he'd be back the next day' (a Friday). I contacted my Home Warranty company to find out why they never showed up or returned my calls to complete the work & he fed a bunch of B.S. to the company stating that there was 'a hole in the new pipe he replaced' the pipe he replaced was all of roughly a 2 inch elbow, how is there a hole in it?!?!?... He also stated that the spout he stole from my home was left on the counter. It was not, he took it... He had the company AHS tell me that the job, he didn't complete correctly the first time, was now going to cost me $150 to complete & being that he's the technician, they are standing by him, because "he's the professional", never mind I still have a leak that he didn't fix & no spout in that bathroom... So lucky me, everyone in the house has to use my shower... He never gave an invoice either & for some reason I now have an outstanding balance from American Home Shield for $78, for what I don't know, since the original service call was already paid & this one was to fix what he had "overlooked" & then never completed. If you want the job done right and done right the first time, by PROFESSIONALS, do NOT use this plumbing "company" & for God sakes choose another Home Warranty Company as well... Perhaps one that will stand by the people that PAY them for their 'services' of finding a reputable contractor to DO the job correctly. BTW this is the first service call to AHS from us as new homeowners, do you think I'll be recommending them??? Obviously NOT!!! Not to mention that when I asked to speak to a supervisor, I was told there weren't any there at the time, so I asked for the supervisors supervisor etc... same response, no one other than the person taking your complaint about their lack of reputable service...

We requested a plumbing service to unclog a toilet. AHS sent us a company from Detroit (1 hour away from East Lansing). The guys came and did not even try to unclog the toilet. They said we need a new toilet and left. They were here for 5 minutes. The guys were dirty and smelling of cigarettes. I contacted a second company (local plumbers) who came and unclogged the toilet for us ($225 out of pocket expense). I have been trying to contact AHS for a reimbursement since then. AHS has different phone #s and the wait is over 30 mins to an hour. I have tried atleast 10 times and hung up frustrated. Finally today I was able to connect to the Authorization office and was told that according to section B-5 of our contract I was supposed to call AHS to get a second opinion within 7 days of the original request. I don't have time to sit on the phone for hours to get to an AHS agent. I think the company deliberately hires contractors who say the work can't be done. I have paid $75 one time deductible for the contractor and $415 for AHS for the whole year. Both AHS and the contractor have made their money and the customer is at a loss. This is an absolute ripoff.

They stink. Took 4 service payments and multiple appointment, many of which were no show, and 12 month on 1 project . Plumber said I had to remove bathtub despite having access from back. I believed them. To take out and and replace it cost over $4000, Later two plumbers told me that they could easily have fixed it from the back. AHS only had two plumbing companies available at the time; one lacked proper insurance so I couldn't use them due to the HOA rules. The other was the scam scam artist who made repeaterd appointments and charges but always found an excuse not to do the job, I had contact with an AHS at the time and they did not help to resolve this issue. I will be suing the plumber and AHS. They need to better vet vendors. On the positive, a latter plumber and the Air conditioning people were good.

AHS is always prompt with getting service technicians out to our home, but customer service is horrendous. Even though I have tried, I have never been able to talk to an actual human being at this company. Very aggravating.

It takes more than an hour on hold for customer service. I went two weeks without heat even though I asked to have a different company come for a 2nd opinion. I informed AHS about the questionable company sent for the repairs. When I stated my heater was not working, I didn't know I had to tell them there were two units, so when they came to fix my heater, they only fixed one unit. They told me the other one would cost me an additional deductible. Really? The company sent a guy who smoked the entire time he worked on my unit, and he left without fixing it because it was cold and he didn't have a jacket. When I asked for somebody else to come take a look, they said I had to wait a week. They ordered parts I didn't need, so when the other guy came with the parts, he said the same thing, but I had to wait another week for the correct parts. It was a nightmare, and I couldn't get anybody from AHS to call me back.

We have had AHS for several years- have generally been pleased UNTIL this year- long time for a/c to be replaced, faxes to their corporate offices lost, long wait for reimbursement- just a different feel from past experiences- on the fence if we will continue when our policy is up.

I have used the warranty several times and have had only one complaint with the technician sent, not with American Home Shield. I was very happy with the way the complaint was handled. Overall very satisfied.

Average wait time when calling is around 45 minutes. Although, you may submit a work request electronically, you need to call when the repair is inadequate (which is common). They don't return your calls, while promising to, thus, necessitating numerous follow up calls. They generally send out minimally qualified people who just want to collect the flat service fee. They often perform inadequate repairs necessitated a second, third, or fourth repair. Their appliance coverage is a joke. Their first line of defense is that the appliance was misused or installed incorrectly and thus not covered. When they finally agree to replace your refrigerator, for example, they will only replace it with the cheapest available fridge THEY consider comparable. Comparable does NOT include appearance (e.g., whether the existing is stainless), size (doesn't matter if you have to modify the cabinetry to fit), brand, compressor, etc. They only look at whether it's a side-by-side or top/bottom, the overall capacity of the fridge, and whether it has a water/ice dispenser.

The company sent to my home for my refrigerator repairs was completely ineffective. They told me at my first appointment that I needed parts, but then failed to even order them before coming to my home again. My refrigerator is off and I have no parts or appointment from the company to fix it yet! When I asked AMS to send another company they said they could not change providers once a claim started. The repair company they sent out has an "F" rating with the Better Business Bureau and 51 negative Yelp reviews. I spent over one hour on hold trying to peak to an agent about my issues. While on hold, I scheduled a repair with Sears instead. I am cancelling my membership after 1 month.

It seems their business model is to collect premiums and then deny coverage. Ive had so many of their contractors come out, make false claims about the repair so that AHS denies the coverage. Then after denied the contractor puts in an obsenely high bid for the repair on their own. AHS has an appeals process, but it too seems to be a farce as they have you jump through hoops and then never respond to the appeal. Lately as bad as customer service was, it got way worse, now plan on sitting on hold for between 60 and 90 minutes to get one of their terrible agents on the phone. As I sit here writing this I was on hold for 78 minutes on hold about them denying yet another repair and then placed back into the on hold cue by a supervisor after finding out they are charging me the service fee even though the work was never done. Ive been with AHS for 10 years now... so why havent I left this horrible company yet? well because they are the only ones who cover multiple units and sometimes they actually do the repairs. Today was the last straw, Im back on hold waiting to cancel my account.

Terrible customer service! It takes multiple calls and hours on hold with American Home Shield to even speak with a customer service person. They have told me they are "expediting" my claim for the last four days and they are no closer to having a resolution. They assigned an unprofessional and incompetent contractor to do the work. When a second contractor offered to come out to do the work the same day AHS said no because it had all ready been assigned to the first contractor who was still not answering their phone. A complete run around and no one willing or able to take responsibility for their job.

This is the absolute worst company. They take forever to get technicians out and parts ordered. I was recently told by one of their service vendors that it would take one month to get someone out to look at our dishwasher. Their customer service departments are woefully understaffed so phone wait times can easily approach one hour. Employees and supervisors routinely do not call back as promised. I recently thought I had a successful resolution to a problem until I realized that nothing I was promised by their representative actually happened and when I called back, no record of my earlier phone call even existed. Stay far away from this company!

Very good customer service, and following up on service calls. However the wait time for obtaining a service call is extremely poor. I waited on hold for 1 hr 10 mins before connecting with customer service.

I have just received the worst customer service ever. AHS charged me a deductible twice for the same repair within a 30 day period and refuse to remove the charge because it was requested online instead of calling them??!! THEIR WEBSITE directs us to do it online because it is faster and so does the automated phone #. The wait times on the automated system is absolutely horrendous. I am extremely upset this is ridiculous. I will take my business elsewhere and I am a mortgage loan officer and I have referred tons of people to them over the years but from this point on I will send them to another company. I referred a friend and her refrigerator went out and for months and they have not repaired it so she has not been able to keep food in a refrigerator and has been living out of a cooler!! HORRIBLE HORRIBLE SERVICE!

Filing a claim was a pleasant experience from beginning to end. The service company was proficient and fairly fast. American Home Shield did a good job!

Awful. Just a terrible experience. We received a one year home warranty from the seller when we purchased our home. The refrigerator and microwave both weren't working. After 6 service appointments (one where the technician no call, no showed), wasted hours, and FIVE WEEKS WITH NO FRIDGE we cancelled our warranty. We had 2 service appointments for the microwave and it still doesn't work. We took the remainder of the money refunded ($363 from the $600 paid for the year) and put that towards a fridge. Wait times when you call AHS to try to talk to anyone are always over an hour!! Just a true disappointment!!

This is a terrible company. They hire inferior repair companies that don’t return calls. They have lousy customer service. I was on hold for an hour before finally getting through to a rep. After hearing my story, the rep puts me on hold and the next thing you know I am back in the que for another hour and finally another 30 mins to cancel. They take entirely too long for repairs because they only allow the repair company to order one part at a time and they hold no inventory. I called a repair company for the issue I was having and they were there within hours, diagnosed the issue and could have repaired the appliance within a day or two. The process with AHS was already going on two weeks.

It was not easy to call and get a hold of an actual person to talk to. Once I did, the customer service person was very helpful and friendly. A person came to service our dryer and told us a part had to be ordered. 3 days passed and I called AHS to ask about the part. I hung up after I was on hold for over an hour. 4 more days passed and I called the company that came to service the dryer. They told me the part just came in. 2 days passed and the person came to put the part in and said he ordered the wrong part. That was today. I have been without a dryer for 19 days and I am not sure when it will be fixed. Needless to say, I am a frustrated customer.

I'd give it more stars except for customer service and lack of phone operators. I have to wait at least an hour before getting a human on the phone each time I call about a service request. It's been this way since the summer of 2017. Over the summer they claimed the waiting was because of all the air conditioners that went out and emergency service calls. But what's their excuse now? As far as service calls, I feel like the service fee is fair. I do like the companies they have sent out. I've been with them for 10 years, but If they don't get more operators, they may lose me.

We are going on 21 days with no heat. We are military, so we need a home warranty company that provides quality service. Unfortunately, we are learning that AHS is not that company. My husband is away with the military. We have texted, emailed, and called AHS with intermittent response. We complained about the subcontractor they sent out and AHS said they would send a different one. They did not, then they refused to! The subcontractor caused a propane leak yesterday and now we are left with no heat, no propane, no hot water, no stove top, etc. The account executive stopped responding and the customer service rep has ignored our request to be transferred to a supervisor. They are now saying they are not liable. The rep also said they did not care about yelp reviews or BBB complaints. They are refusing to pay for anyone other than the negligent company to replace our furnace. The people they sent were incompetent. They would not listen to the problems and AHS would not listen to us. They failed to be responsible. They did not care that we in freezing weather or that a gas leak was caused by a Their contractor.

Im going to let the facts be known and my review better not get deleted by your staff. We have had 2 horrible experiences with your unqualified people you send out for repairs. American home shield comes up with bs excuses why they won't cover something to get you to give in and pay. A recent contractor you sent out was too stupid and refused to fix a 3 dollar pull chain switch on our ceiling fan, instead wanted to say the fan needed to be replaced and charge us an additional 225.00 to get the job of screwing us over. Well I requested a 2nd opinion and low and behold the 2nd contractor replaced the $3.00 switch your first scam repair company you sent out would not. Today your dishwasher repair guy comes back with parts and has no idea how to install new sliders on my dishwasher rack and he is an appliance repair guy. Are you fricken kidding me!!! Also had to play phone tag with this contractor to get him to come back and put the parts in. I let me not forget to mention you were 1.5 hours late and no phone call to let me know you were running behind!!!!! I am done with your scumbag company and will never recommend them to anyone!!!!!!!!!!!!

I have had several home warranties from different companies over the years American Home shield is by far the worst company I have ever had to use. If it didn’t come with my home purchase I woul have asked for a refund, but I can tell you right now I will NEVER use this company ever again. Their customer service is the worst. Scheduling service is done online through their web sight but the problems come around if you actually have to talk to someone. I have been on hold for over an hour several times. The contractors tried to bill me for the time they waited on the phone to talk to somone from American home shield. After paying my $75 dollar service fee the contractor billed me for $600+ over issues associated with this company. I had to get hire an outside contractor to finish the job after my walk was ripped out because American home shield didn’t cover the wall repair. Just the pipe inside the wall. WFT!! There are many many complaints on line and just check out their Facebook page. Leave a bad comment on the Facebook and a customer service rep will contact you much more timely. They like to do most of their interactions through Facebook unfortunately. All and all very disappointed with them. Do yourself a favor. Go with somone else.

I spent to much time posting on another review page about AHS, all I can say is AVOID AT ALL COSTS!!!! I have used them for 10+ years, I cancelled a few years back then returned. I was going to cancel again a year ago after they allowed a contractor to charge me $650 in "modifications". I only agreed because I was out of town and my tenant was going on day 5 of no hot water in December. I was able to get photos of before and after and caught the contractor in a ton of lies. AHS eventually covered for them and refunded all my money. This week I am dealing with another plumber at another rental and the contractor attempted to get $350 in "modifications". AHS cannot tell me what is covered and not covered during the repair process. These AHS contractor charge for everything a HONEST Contractor would do in the course of a normal repair. But AHS ONLY pays for the service call and 15 minutes of onsite labor. So they try anything they can to make additional money. I really wish a class action lawsuit for these "modifications" would be started! Once the promised service call fee refund from this recent issue posts to my bank account, I will be cancelling all 4 of my policies. This company has allowed Corporate Greed and lack of common sense to ruin a good company!!!!!!!!!! Don't call AHS unless you feel like waiting on hold for anywhere from 30-60 minutes, that's if they don't drop your call, then you have to start all over. Been there done that many of times!!!!! Oh I forgot about this same contractor who called me after I posted a negative review on his Facebook page. He said" your plumbing is not going to be the only thing broken bitch" then hung up. I have all the screenshots from using reverse look up where the phone number/call originated from the owners small town. This call came at 9:05 pm on a Friday evening.

The process of getting my hot water heater took a very long time before it was finally resolved. But now all is well . The replacement water heater seems to be a good quality but I find that my premium has gone up a little without any notice to me since it was replaced.

Wow. Where do I Start? In the last 3 weeks I've made service calls for my DW, oven, under counter light and heating system. #1.) Only the heating system was serviced in the contracted time frame. I was told it was fixed (repair was explained), however it was not. I set up another service call which wasn't delivered timely, but it was during Thanksgiving weekend thus was understandable. This time the tech said my furnace was cracked and needed replacement which AHS has to approve. This took several days and was approved, but with conditions. These conditions cost $1,600 and the furnace replacement would only happen if I agreed to pay for the conditions. I'm happy to send you the conditions, but they generally include items made necessary only because the furnace is being replaced, e.g. Reconnect the gas to the furnace, reconnect the exhaust flue, install new duct and hangars for the equipment and sealing of the duct joints. This work should be covered by the warranty since it's only necessary because of the furnace replacement. However, the service company disagrees. I've tried calling AHS, but the one hour hold times make this difficult. Getting away from the order takers and to a management level person also seems nearly impossible and it feels intentional on AHS's part. The crowning blow, however, is this. I went into my attic to take photos to help me convince the service company and AHS that this conditional work is either unnecessary or for their account, not mine, and what do I learn? They have serviced the wrong piece of equipment. Twice. And yes, I was clear with them which piece of equipment wasn't working (not that they wouldn't or shouldn't want/need to determine that themselves). No wonder the first tech thought he had fixed the problem...the furnace he serviced wasn't broken. I relayed this astonishing discovery to the service company (AC Wizard in Dallas, TX) and asked that they tell AHS and have them call me thinking that would be a much better and more time efficient way to actually make contact with AHS. I received an email fromAC Wizard (which I'll be glad to send you if you'd like) saying AHS told them they cannot contact me and I have to contact them. Another 1 hour hold followed by a wrestling match to get to management is in my plans for today. So to sum, here I am 3 weeks later with no heat in the bedroom wing of our home and staring a $1,600 bill to pay prior to AHS scheduling the furnace replacement...for the wrong unit. #2) My oven door doesn't completely close. A service tech made his first visit this Thursday, approximately one and a half weeks after scheduling the visit, well outside of the time frame stipulated in the agreement. He called to let me know new hinges needed to be ordered and they may not be available any longer and he doesn't know what AHS will do in this situation. I haven't heard back from either him or AHS. My oven door remains partially closed with the oven light on 24/7. We prop a chair against it when baking to keep the heat from escaping. #3.) My DW is fixed, but has it's own special AHS touch. The first service company that called to schedule a visit scheduled the visit a week out. I told them the AHS agreement requires service within 48 hours. They replied they are just too busy. I called AHS and after a 47 minute hold was given another service company's name. That company called me the next day and said they could service the DW the same day as the first company. In other words, still outside of the agreement requirements and nearly a week out. During this time frame, the oven service tech called to tell me he was on his way to service the oven and I asked him if he could take a look at my DW. I told him I would pay him directly if necessary. He did and that is how the DW was repaired. Interestingly, I've gotten service notices from 4 or 5 service companies notifying me of their impending visits to check my DW, none sooner than next week. I've cancelled them all. #4.) My under counter light was broken. The service tech visited within a day or so of the agreement requirements and said he needed to order a new light fixture. That was 4 or 5 days ago and I've heard nothing from anyone since. He did tell me it would take a while to locate the fixture, but I would have expected to hear something from him by now. So I'm 1 for 4 in terms of getting appliances / equipment repaired successfully by AHS and I'm 3 weeks in after making first notice to them. And the one appliance that is repaired is only so because I got it handled, not them. They are absolutely awful and I will terminate my plan with them just as soon as I work through these outstanding issues. I'd be glad to talk with you further about AHS lack of anything professional. Thanks and best. Karl Hirschey

Great company but customer service wait times are too long. I had to call multiple times and waited over an hour each time. At some point the good outweighs the bad but I'm not there yet.

I paid the extra fee to have septic coverage. It took more than 3 days and being on hold with customer service for an hour, just to be told, We are still looking for a vendor. Well its been a full WEEK now and I still don't have an appointment for repair. I have a contractor I think, but they have not scheduled me for service. This is so wrong ! First, I paid big money for the extra coverage, Second, AHS sells me extra coverage and does not have a contractor available for service ? Third, we are going on a full week with no help ! As you know a backed up septic that runs back into your home is kind of a BIG DEAL !! AHS has been horrible up to this point and I feel it will only get worse and not better.

I contacted AHS online with a problem in my air conditioner, the contractor promptly came out and determined that I needed a new cooling coil and a new condensing unit to match, as required by state and Federal law, also a modification to my ductwork to allow for the new coil, plus related costs. AHS contacted me telling me that they would pay for the new coil, but not pay for the modification to the ductwork to accommodate the new coil and further, that I would have to pay for certain costs, including the new condenser, for a total of over $3,700.00, this because the condensing unit was not damaged, however the cost is required by North Carolina and Federal codes. So I would have to pay over $3,700.00 to get a cooling coil replaced, which www.costimates.com estimates to be around $1400.00. This is not fair.

I've had them for about 15 years and leaving. Services is getting worse and hold times to speak to someone over 30 minutes. Had a pipe leaking which could cause more damage and couldn't get an emergency person out. Assigned to Master Craft Mechanical and after leaving VM and no ability to get live person no help almost 24 hours later. HORRIBLE SERVICE on both AHS and this assigned contractor! Not first time something like this has happened, but it will be my last. Changing companies.. Look at other options with better response times. When you have an issue and need it most you wont get service quickly!

The hold times are way way way too long! Holding over an hour just to follow up on an appointment that I schedulesd on the website. Come tonfind out it didn't even get scheduled because there was a problem finding someone.