American Home Shield Reviews
8.9
Overall Score
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Brooke Weirton, WV
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.
6 years ago
Michael Hoover Pasadena, MD
Thank you for allowing me to write this review. I did get my new refrigerator and I am happy with the unit that was delivered. I am extremely unhappy with the time frame in which this was accomplished. First, this took almost six weeks to get my refrigerator which means for a month, I had nothing in my house. 2nd, then when I had to call the 1800 number and this took over three and half hours of being put on hold with two different customer service persons. This situation needs to be fixed soon because when my contract is up and I have a similar situation, I will not renew.
6 years ago
Marisa Pittsburgh, PA
I have had the worst experience with AHS. They are impossible to get on the phone. I have waited over two hours to speak to someone in customer service twice and 1 hour and 40 minutes once. The first time I used it for my dryer it took the company (who had an F on the BBB) over a month to fix. This time they sent someone to fix my washer who didn't know how to fix washers. I have to now find someone to do it and have them pay me back. They gave me the wrong number to contact for authorization. It is a total nightmare of a company. I would never recommend to anyone. I would rather pay out of pocket for everything in my home to be fixed rather than pay to renew my warranty with them.
6 years ago
WILLIAM GOSSETT Carrollton, VA
I have never been so disgusted with service in all my 60 + years on this planet. I have a home with a well for our only source of water. I pay an extra premium to cover the well pump with the home policy. The pump has started erratically and not pumping the volume it should to support our home. I place a request for service on Oct 3, 2017. it is now Nov 20 and it is still not repaired and no contractor in sight.
I have called customer NO-Service in excess of 20, TWENTY times since OCT 3. i have had to wait over an hour nearly each time to get to someone to speak to. i was placed on hold 2 times and hung up on after 35 minutes. I have kept a log of my phone calls, so I am not exaggerating.
I have pleaded with the people on the phone to get a repair company to my home and fix this issue.
I have asked to speak to a supervisor or manager and get one excuse after another as to why that is not possible. Each time I call, I get a person who doesn't understand the issue or the urgency.
The first couple of contractors sent out, were not qualified to work on well pumps. The 3rd contractor failed to show after 3 scheduled appointments. The last contractor came out and informed me i need a whole new system and AHS tells me that i must now pay over $1500 out of my pocket to get the repairs made. OK fine, I give up. I am disgusted and desperate. I want water.
However, now the contractor will not start work unless i pay the entire amount up front. They don't want to deal with AHS due to the protracted amount of time it takes for AHS to provide payment to the contractor for services rendered to the insured, namely me.
I can't get anyone to fix the problem. I am tired of hauling water for my family and now it is Thanksgiving without acceptable supply of water.
AND, I can't file an automated service call on the website because it shows that my policy is expired, which is clearly is not. I have complained about that the first 7 times i called and finally quit. It apparently is of not concern to anyone at AHS either.
i probably just wasted another 12 minutes typing this review because nobody at AHS gives a damn about anything other than the next premium.
6 years ago
Rebecca Fredericktown, MO
They were very helpful in explaining the coverage available. I already had a claim and it was taken care of quickly and all I had to pay was the service fee.
6 years ago
Miranda Slidell, LA
I'm still waiting on my stove fan to get fixed. The contractor hired by AHS will not answer. It takes about 30 minutes to get someone on the phone with AHS and even when you do all they do is call the contractor who doesn't answer for them either, then they give us the number (again) for us to keep calling. This order was made in July and it's now November
6 years ago Edited September 14, 2021
K Showers Trumann, AR
Currently experiencing errors in the billing department. A service was cancelled and billed regardless. The payment has since been reimbursed but emails requesting payment and threats of lapse in services are still being received. Customer service has been contacted a week ago and no reply had been made to date tho resolve the issue.
7 years ago
Kenyatte Cornelius Tracy, CA
Great service to have for the unforseen expensives in your home. My refrigerator went out and AHS did an excellent job in repairing/replacing it. Great affordable service to have for all homeowners!
7 years ago
Timothy Szczerbinski Xenia, OH
I have had a number of issues this year and AHS has provided consistent and timely responses. Their web site enhancemtns have spend up this process even more.
7 years ago
Marcie Kamerman Locust Dale, VA
The last time I had a service man come out to work on my dishwasher all he did was on screw three screws from my dishwasher and it started working again. He told me that his service call was $85 yet I was still charged $125 co-pay from American Home Shield. I was not very happy about that.
7 years ago
Steve Rother Las Vegas, NV
Expect to wait 30 to 1hr 20 minutes before talking to anyone. I called to have my dishwasher repaired. Paid my $100 and when someone came out they said they could not find a problem. He cleaned it and said try again. We did and it was still broken. Next time he still could not find the problem so he ordered a new mother board. Came back out ti install it but it still did not work. Fourth time he came out he passed the buck by saying that it was the hot water heater not delivering enough hot water. My sink is right next to the dishwasher and the water is so hot you cannot leave your hands under it for more than a few seconds. Four months later its still not fixed and company refused to do anything. On our final call after waiting for 1 hr and 22 min on hold to talk to someone we asked to speak with a supervisor three times and each time he put us on hold and came back saying they wont talk to you. We bought a new dishwasher that was installed today at our own expense. It work great. These people are a rip off and I would steer clear of them by all means. Three attempts at fixing an appliance and then they try to [pass the buck. I am reporting them to the Nevada Division of Insurance. BTW don't believe all the 4.8 star ratings this company has as they are fake. Look at the 96% negative at the BBB.
7 years ago
Theresa OBryant Adams, MA
Horribly slow to respond to claims and absolutely no follow-up. If you want to chase them around, they are the company for you. They are Johnny on the spot when it comes to taking the cash for their payments every month. I have a claim I filed 45 days ago and no one has looked at my gas boiler yet. I am just praying it does not get too cold before they decide to help.
7 years ago
Sarah Norfolk, VA
Buyer beware: American Home Shield will only provide you service Monday - Friday, unless their system determines otherwise, not the people with brains that work there, but their system that was built to "take all the guesswork out" for their customer service reps.
We have had American Home Shield for more than two years, but after today, I am ready to cancel my contract with them. Our heater decided to stop working today, a Saturday, and the temperature outside is a high of 42 and low of 37. The temperature inside of our house is 64 degrees. I called to inquire about expediting our claim to get someone out here sooner due to the circumstances. It took over an hour to finally speak with someone. And when I did I was promptly informed that AHS can only call the company that they have assigned to my "ticket" and see if they can come out sooner. However, the assigned company has 24 BUSINESS HOURS to schedule a time to come out and fix our issue, and the company assigned to our ticket just happened to be closed today. I was repeatedly reminded by the person I was speaking to that they were following company guidelines and there is nothing else they could do to help me until the assigned company has contacted me within that magical 24 BUSINESS HOURS. I then inquired as to what the company guidelines say in regards to a situation that needed to be handled in less than 24 business hours. The customer service rep told me that she was not able to tell me what their guidelines say. I asked to speak to a manager and was told she didn't have a manager, but could submit a request for someone to call me back, and it could take 48 hours for someone to get back to me.
Surprisingly I was called only a couple hours later by someone else from AHS that was equally unhelpful. I asked this person why I would have to wait until Monday or Tuesday (the 24 BUSINESS HOURS) considering the temperatures currently and expected for the next two days. I was informed that AHS does not deem a non-working heater to be an expedited issue, because their system didn't mark is as so, and therefore they cannot do anything further to assist me. I then inquired about what temperature it would have to be outside for this work order to be expedited. I was told, "Our system does all the work for us so that we don't have to guess. And it doesn't tell us an exact temperature, but I believe that I have seen it happen when the outside temp was 30 degrees."
So what I've been told is that I spend $60/month or a home warranty that is only useful Monday thru Friday, and should I need to have my heater fixed on any other day; i.e. Saturday or Sunday, the outside temperature would have to be BELOW FREEZING! That is utterly ridiculous. I understand that when I actually use their services, they can potentially save me hundreds to thousands of dollars, but since when does things only break during the week? I will be heavily reevaluating my service contract with AHS, and will not recommend them to anyone else.
7 years ago
J.Sal Roswell, GA
We have been customers of American Home Shield for over 20 years, and it has always been a positive experience until now. Slow service, confusion on who was collecting what payment, trouble scheduling... these things made me want to rethink keeping that annual payment - it's rather high.
7 years ago
Kerri Grandview, MO
I am highly disappointed with my service through American Home Shield. I was reassured when I signed up that I could cancel at any time without penalty. Today, I decided to cancel due to the age of my house and that nothing seems to be able to be fixed because it lack maintenance. I was told I would have to pay an administrative fee for canceling. This is completely against what was advertised to me. When I asked to talk to someone else, the rep refused and said no one else would answer the call. He told me that a manager would refuse to talk to me so he wasn't even going to try. I basically just paid them $41.99 to not cover my house any more. I will be telling my friends that I referred to them to cancel as well. I don't like the feeling of being lied to and tricked into giving them money.
7 years ago
Bonnie Dean Upland, CA
We had trouble with the first repair man and American Home Shield assisted us in locating a very reliable person who completed the work very thoroughly.
7 years ago
Lisa Dale Grovetown, GA
American Home Shield contracted Total Air Care in May to replace the evaporator coil on my HVAC unit. It took until August before the repairs were “complete”. In October our unit underwent its annual inspection and was supposed to be cleaned. However, the company we contract with to do this refused to clean it until it was repaired as moisture had damaged the unit. The moisture was due to the evaporator coil, the drain pan under it and the drainage pipe not being installed correctly. The insulation inside the unit has to be completely replaced and the unit basically has to be taken apart and put back together. American Home Shield has refused at this point to do anything to assist us in getting this rectified. I can submit another service ticket and pay the $85 fee, but because the unit is technically still working they will not help.
Their contractor is also being equally unhelpful.
In addition to this incident the service at AHS has steadily gone downhill over the past two years. Hold times are ridiculous when you call them – over an hour at times and their CSRs have no authority to help you – all they have is what they are scripted to say. After almost 15 years with AHS I am extremely disappointed in the way this company has failed me. I can no longer recommend this company – in fact I recommend people avoid them at all cost.
7 years ago
Sarah Watson Raleigh, NC
Once I set through a long wait to speak to a customer service rep., things picked up. My appointment was made for one day later and I am very happy with the repairman and the result.
7 years ago
Ronald Seifert Tucson, AZ
Scheduling a company to fix a problem is excellent. I have had issues with the knowledge of the workers with that company. Have had multiple callbacks due to problem never being fixed correctly the first time.
7 years ago
ernest pekofsky Las Vegas, NV
When I called AHS they set up an appointment for the same day. The tech came out & fixed the problem within an hour. He was clean & efficient. I couldn't more satisfied.
7 years ago Edited September 14, 2021
Vincent Duncan Dayton, OH
We've kept our warranty up since we purchased our house. Over the years we've had just about everything serviced through AHS. It has saved us a TON of money!
7 years ago
matt pennetti Darien, IL
4 vendors unable to help and are supposedly vetted as A+ by AHS
45+ minute wait on phone per call
No follow-up from AHS
Complicated instructions to get reimbursed from AHS for contractor service. Fuzzy logic for paying a contractor, what’s covered and getting reimbursed.
No resolution on phone and no follow-up after contractor visits. Only response from social media was “give us your info and we will reach out”, then never heard anything back.
Has had address wrong in system consistently. Listed as Oak Brook, we are in Darien. I have mentioned this several times and contractors have as well. Contractors have declined help because they think we are in Oak Brook and do not cover that area.
There is no immediacy to this issue. House temperature is 35-40. 2 dogs that stay home are not in proper living conditions
No interim solution like covering for space heaters.
Have heard from 2 different CS reps that they are severely understaffed at the call center
Called at 6:45am CST and got an automatic reply ‘30 minute wait’. This leads me to believe that the call center automatically pushes people into a 30 minute wait regardless of actual wait time.
Their Facebook page shows only 5,4 and 3 star reviews. I know it’s not possible that there are no 2 and 1 star reviews.
7 years ago
Harold Blakeney III Hyattsville, MD
My last experience was the worse, it took more than 3 weeks to resolve my washer issue due to a lack of communication. Also, literally every time I called I was on hold for at an hour each time, UNACCEPTABLE. I feel that a change is in order. You all also tried to charge me 3 times for the same claim, which I had to call you all to correct.
7 years ago
Bill Singleton Boston, MA
I have been a customer for seven years plus and I have seen the quality of service degenerate greatly over time. I am considering changing from this service.
When you call in to get service I have had to wait more than a hour just to get an agent on the phone. When they do get to you, they have to ask you the same question that the automated prompter already has asked you.
While you are waiting , the phone music plays a horrible select of music meant to probably annoy you to hang up.
After an hour AHS finally address your issue with a commitment to have someone come to you address within 2 days.
If the service company like GE gets the assignment and calls you and you miss the call, you have to go through AHS to reschedule which is another 2 to 3 days of efforts.
After 2 plus days of playing phone tag, A service company finally comes to your address, looks at the problem and tell you that they don’t have to part that they need to fix a Boiler, dish washer, what ever and that it will take another week or two to get approval from AHS and find the part you need to fix the machine.
If you still have the existing problem, calling back AHS becomes a lengthly phone process requiring hours of waiting for them to respond.
In the end, you hate calling them because AHS does not respond in a timely manners.
There subcontractors come with parts or preparation and I think they plan to run you around a stall you until they get out other work. Plan 3 to 4 weeks of dealing with them even to fix a leaking faucet.
You get less than what you pay for with AHS
Bill
7 years ago Edited September 14, 2021
Kimara Pyatt Hemet, CA
The repair person was wonderful. He was very professional, thorough and answered all our questions. He really wanted to find out what was wrong with our air conditioner.
7 years ago
Ronald R Williams Sylmar, CA
I have had an issue with my mini split air conditioner since April of 2017. American Home Shield has still not been able to repair or replace my unit..very disappointed indeed. It is now the end of October and still no results..really?
7 years ago
Julie Reese Kirkland, WA
The worse customer service exp ever. No way to call if you work a 9-5 job, on hold for at least an hour. No way to cancel only one apt made. Called to cancel, CS person said she did, appliance repair guy showed up anyway. No way to get an apt in less than a week. If its an emergency you're screwed, or wait on hold to complain. Finally got someone to say I could use repair outside network, they would pay me back. HA - no even after emailing receipt, CS person does not email back. Apparently they are not allowed /wtf? They call back and leave VM, of course no direct number to call them. Ended up not getting paid back in cash. No they gave me some voucher to use the next time. So I'm out $140 until something goes wrong in my house and I'm forced to use AHS so I can use my voucher. Absolutely absurd hoops to make a client go through. Pretty sure company profits are plenty enough that maybe more TRAINED CS people can be hired. And fix your damn website - allow a client to cancel an apt online - ANY apt.
7 years ago
Alan Alvarado Simi Valley, CA
Very unhappy with the service call. I walked with the plumber contractor through the house showing the leaky faucet, toilets, and showers. I was then told that there was no water regulator on the house and nothing was covered because all the problems were "pre-existing". Of course I just moved into the house 2 weeks before with another plumber saying water pressure was within normal limits. The plumbers left without doing a single thing and I got charged $75 for the so-called service call. The contractor plumber quoted me for $995 and he could do the job that day. I refused and did the work myself. I will not recommend this or any other home warranty plan because they can easily excuse themselves out of coverage for anything.
7 years ago
marie hilfiger Denver, CO
Ihave had a horrible experience, unable to get ahold of anyone, been on hold today 33 mins so far yesterday 75 mins never got ahold of any one. the delivery of appliance didn't coincide with the person that is suppose to install. took two days off of work and still waiting for appliance to be delivered. appliance delivery was late , not within the window, no one could get ahold of co they said they are middleman.wasnt notified that the appliance was separate from the installer. very upset with communications and missed today and yesterdaY FROM WORK AND NOW HAVE TO WAIT AND GET IT INSTALLED EHEN I GET BACK FROM BUSINESS TRIP . FINALLY GOT AHOLD OF CUSTOMER SERVICE AND THEY SAID SORRY ABOUT THE COMMUNICATIONS. I SHOULD BE REIMBURSED FOR MISSING WORK!
7 years ago Edited September 14, 2021
BobbieJo Hatch Sedona, AZ
I am very unhappy with American Home Shield. Their advertising gives you the impression they are there to help you 24/7, 365 days a yr. But in fact, yes, AHS is there but their vendors only work normal hours during the week and NOT on weekend. In order to even speak with a rep from AHS you are put on “hold” for anywhere between 1/2 hr to 1 hr. My last two calls happened on the weekend my AC was leaking water from under the unit. There was no shut-off that I could see. I used several large towels to soak up the water and it just wouldn’t stop. Finally after being on hold for an hour the courteous rep informed me their vendors do not work on the weekends and she would put in a work order for Monday. I finally found the shut-off and didn’t have ANY water until a Tuesday morning. One male rep disconnected me after I was on “hold” for 65 minutes. I think maybe they do not have enough reps at night or on weekends. I think another company is in my future.
7 years ago
Barbara Goodwin
Alex, from A&R fixed my furnace and let me know from day one what he would be doing. He had excellent work ethic and was very professional. I would allow him to do work in my house any time.
7 years ago
Songia Tillman Woodbridge, VA
I have paid AHS Warranty company a monthly fee for 10 years and by the way I mention increases each year. Then you pay a service fee each time a repair technician comes out to address the issue (outside of same problem repair window). Okay, that is the process; I am okay with that. But what I am not okay with is you would think I work for AHS because I, the consumer, am the one calling to schedule SERVICE REQUEST REPAIR identified as EXPEDITED (due to medical concerns of disabled children) with the assigned repair tech. If not done, I have waited literally a week and no one called to say the company was not coming nor was a reassignment performed.
Then I am also the one calling AHS after the repair technician leaves with the assessment to determine next step (if issue was not a simple fix)! I have had several faulty repairs on a microwave appliance (instead of replacing a $400.00 appliance, the repair company was told to repair and messed up the internal electrical parts therefore causing a major house fire!) As I write this, I am questioning my own competency as an intelligent consumer to why I am still utilizing them! Now my two year old LG Refrigerator (33 CU FT STAY FAR AWAY FROM THIS PRODUCT AS WELL) has failed once again and AHS keeps repairing. Well repair #7 was a faulty repair and the refrigerator (though plugged in) is not working at all, went from a little cooling (threw away a lot of food of which I cannot afford to keep replacing at my expense) to no cooling at all. AHS says they do not cover loss of food! So I call every day (sometimes 2 -3 times / waiting ridiculous wait time sometimes over an hour) to get to a scripted answer, your claim is in review and now they are waiting for Consumer Contract's Department to determine what to do! I have the answer, SIMPLY PAY TO REPLACE THE REFRIGERATOR AS YOU ADVERTISE, 'IF WE CANNOT REPAIR, WE WILL REPLACE". So not only is the refrigerator been out for almost two weeks now, it has a lot of mold, deadly mold. AHS has lost their mind if they think I will put food back in that refrigerator if was repairable! They are looking for a LAW SUIT! They sent out 3 repair technicians and claimed they did not know they were not LG Qualified to service the unit. However, The last repair technician was well versed in LG Refrigerator repair and has told them the Refrigerator is not repairable! I am calling them everyday twice a day until resolved. Simply unprofessional and unfair to the paying consumer. I have been with them for 10 years so they can take my $7,000.00 paid over the course time to cover reimbursement to me of the $3,000.00 expense for the refrigerator!
7 years ago
Kimberly K Parrish, FL
We have currently been without a washer for over a month. We understand the part is backorder but have been told that it is back ordered until the middle of November (2 months). After a few frustrating weeks of having to work in finding a place to wash clothes my husband went on-line to find the part for a GE washer and was able to locate it within a minute and it could have been delivered within 2 days through Sears. After numerous difficult attempts to reach someone at the home warranty office the only thing they could do is send someone out here and it has been another week and 3 days with nothing. I tried unsuccessfully again to try to reach someone at the home warranty office with no success. This is absolutely ridiculous. This is a basic GE Washer. This is not the first time this occurred. Within a week of moving into our home our hot water tank went. We called them they sent someone out and we went 2 weeks without hearing from anyone. I am sorry, I have a professional job and work many hours, I don't have time for this. We ended up purchasing a new hot water tank. Several weeks later we finally heard from the company and they had the part to replace on the hot water tank. This company is worthless. I will NOT be renewing the contract!
7 years ago
Kryan
Repair process was fairly easy. AM HME SHLD was helpful and technician was good. The replacement of our microwave took a long time, about three weeks to get replaced, delivered and installed but was done well.
7 years ago
Gerri Varela
While I never thought what other reviews said would happen to me with this company, after the first year the level of Client service has continually declined as the price rose, and the service people they are working with in our area are the bottom of the barrel. I've had to recuse a company off our claim because it took them 3.5 weeks to be able to schedule an appt to come out to view my problem item, now the item less than 30 days post repair is acting up again and it’s already been 3 weeks since our second call and AHS and the repair agent haven’t been able to help us. My last call had a 60-minute hold time, only to have them tell us that they needed to speak to the repair person ad get back to us. That was 4 days ago, no call back…. Their Customer Service is unbelievably bad and we will not be renewing our home warranty with them.
7 years ago
Lorraine Ripon, CA
My spa heater went out and initially service started well until I needed to contact customer service. I waited on the phone for 1 hour+ just to speak to a customer service rep. There is no direct line to contact the rep back for questions or follow-up. When my spa heater got fixed, my panel inside my house all the sudden stopped working. It too 2 calls to customer service to find out they were not covering it and a third time to authorization department to find out why since I got a different story each time. Again hours out of my day just waiting on the phone. I was suppose to get a call back from the authorization department on some questions that they needed to investigate. The gentleman said he was off for 4 days and will absolutely follow-up with me when he returns and call me. That was a month ago. I am so done waiting my time with this company. They will pay for a surveillance camera needing fixing, but not a panel inside my house to operate my spa even though it was working prior to the new spa heater going in. Horrible company with horrible customer services. Multiple transfers to wrong departments....the list goes on and on.
7 years ago
Kevin Pasadena, CA
AHS refused to fix or replace an unsafe furnace in my newly purchased home, as it had been recalled by the consumer product safety commission. It explicitly states this in the contract, that any item under recall from the CPSC is excepted from coverage. When I turned to the CPSC, they told me I was out of luck as there was a class action lawsuit that settled in 2002. So, despite our coverage level being the HIGHEST that AHS offers, and AHS's public image as an appliance warranty company, they WILL find a way to deny coverage if at all possible. This instance was especially galling, as the issue put my family at risk of carbon monoxide poisoning. After collecting bids from 3 contractors, I had to spend $6500 to replace the dangerous equipment. This is what people mean when they say home warranties are useless. Don't waste your money on AHS, there are caveats like this littered throughout the policy documents. They don't play fair.
7 years ago
NHM Parsippany, NJ
My furnace died and I had to call them for the first time. Needed to schedule online to avoid the hour customer service call waiting time. The service company did contact me in 24 hours. I checked their ratings which were awful. Service man told me there were 2 things wrong (I have it in writing). AHS called me with a repair price which now included items not on the list I was given. Bottom line, I payed $125 for the service call, they would pay $75 for some parts and I still had to pay over $2300. Got a second opinion on my own which proved the AHS service man was wrong. I cancelled AHS. They are a rip off and a waste of your time and money. Run away, fast.
7 years ago
David Howe Joplin, MO
Service was quick and professional and the service men were courteous and helpful. They were genuinely interested in solving the problem. Even having to return to our home for another visit was not a problem. Since our refrigerator could not be repaired they replaced it.
7 years ago
Jacqueline Sarwal
American Home Shields still shows that we owe the $75 service fee when we had already paid the fee to Moreno Heating and Plumbing together with the charge for the air used. The service company failed to report to AHS that they had collected the fee. I mailed AHS a copy of the PAID receipt and our account still reflects the fee. We are highly disappointed that this matter has not be remedied.
7 years ago
Dawn Pflugerville, TX
Never again! My dishwasher needed a new control panel and the service person they sent out basically called me a liar and said there was nothing wrong with the machine. I knew, based on experience, the machine never made it to the dry cycle. He said his 'diagnostics' (read: he got the machine to turn on) indicated nothing was wrong. AHS sent a second guy -- he heard the problem, looked at the unit and ordered a control panel -- which is what he said I needed. Ya think? I've had several referred companies that either misdiagnosed or did half baked work. Just waiting for something major to go to see how that works out.
7 years ago
Chris Forzetting San Ramon, CA
I called for a dishwasher repair. On the day of the repair, after the Sears tech had not shown up by noon, I called Sears and found that they had cancelled the visit and not told me. The next available appointment was over a month out.
I called AHS, but got nowhere with the automated system, so left a comment on the Facebook page. I was told I would be responded to quickly, but it has now been over two months and I have never been contacted by AHS. Their lack of availability to respond to customer problems puts my rating low. Also, whether this is an issue originating with the companies they use or part of their contract with those companies, but it is impossible for a service call to be scheduled during 'non-business' hours, which means you have to take time off work to get the problem fixed. I had to do this twice for the same issue as said above.
7 years ago
Robert Baker
FOR A HEAVILY ADVERTISED NATIONAL COMPANY THE AHS SERVICE IS COMPLETELY UNACCEPTABLE!
- Customer service hold times are excessively long; always at least 40 minutes. (Note: hire more CS Reps)
- They make no attempt to streamline their process. Every step takes 1-2 weeks. (Note: subcontract more service providers). It takes far too long to get repairs done. You can’t be without a refrigerator or air conditioner or dryer for two to six weeks.
- They do not provide a realistic estimate of how long the process will take. For example, I had to replace my entire hardwood floor because of a minor refrigerator controller problem. Time for appointment to diagnose problem: 1-2 weeks. Time to obtain repair part: 1-2 weeks. Time to make appointment for installation of repair part: 1-2 weeks. Time to install repair part: 15 minutes. So for well over a month I had no refrigerator, the ice leaked and the floor was damaged. Insurance cost to replace floor: $9,000. If I had any idea that it would take that long I would have made other arrangements.
- They block out 4 hours for appointments, and last time they were "no-show", claiming the appointment had been cancelled. There is no one local to service our needs.
- I could go on. I have been told that they are the best of a very sorry lot of providers.
7 years ago
Melinda Parris Tucson, AZ
We had a total of 8 visits from June to September, to check why our air conditioning kept kicking off. Each time we were left waiting days or even weeks with summer temperatures as high as 118 degrees, and an elderly disabled person at home unable to sustain the heat. On about the 4th visit a different company came and said we needed a new a/c unit but they couldn't do anything because the first company still had a part being shipped to supposedly fix it. That part came, got installed, and made no difference. When AHS wanted to send the same company back again the 6th, 7th, & 8th time, we begged for a different company - they refused. Last we heard from AHS they wanted to install another part which would incur an additional $750 charge to us. We called the a/c company 3x asking them what this was and how we could work out payment, but the only calls we received back were on my daughter's cell phone while she was at work (she's a teacher and cannot answer while teaching!) - even though we had asked over and over to be contacted at home. At this point we haven't heard back again, and the weather is cooling off.
We are completely dissatisfied with this poor, incomplete service.
7 years ago
Micaela Deegan
I have had a contract with AHS since June 2015 after I bought my house. I had been satisfied with the service up until this summer when my AC system broke for the 3rd year in a row and they were not a great partner in getting my issues resolved. I ended up getting a cash out option that only covered some of the parts needed to make the repair. Have spoken with several people about it and they offer no recourse. Decided to cancel my contract and they are charging me ~$90 to cancel, which I refuse to pay and will report to the BBB. Also noticed that they will NOT post an reviews lower than 4 stars, they have some sort of service on their social media platforms that intercepts the bad reviews only allowing 4 start & up to show to the public which in my opinion is false advertising and shiesty.
7 years ago
Kathie Dorsey Germantown, MD
I recently had a plumbing issue and needed it repaired. AMS helped me get scheduled and the work was completed in a timely manner.
Thank you American Home Sheild.
7 years ago
nancy a
I have had AHS for 15 years. With the exception of plumbing the people they send are very good. My big complaint is over the years the wait for a repair person keeps increasing. Whn in the past it was one or two days now it is one or two weeks which is unacceptable for most repairs. imagine being without your heater or AC for 3 weeks or even your washer or dryer.
7 years ago
Messinger
Our AC had failed middle of summer everything was done in a timely manner with no issues or no problem and we appreciate it. I recommend home Shield to everyone
7 years ago
Joe D
AHS has been a life saver for us during the 15 years that we have been members! Service is relatively prompt and they have always resolved our problems.
7 years ago Edited September 14, 2021
Gabrielle Greenville, SC
So far, American Home Shield has better coverage than First American Home Buyers, BUT their customer service is absolutely HORRIBLE. I will not use them another year and am contemplating cancelling now as I type this. I have literally been on the phone (on hold) with them over an hour for a call with an estimated 30 minute wait time. They have denied a claim and not notified me as to why. The company for air conditioning that they have provided is subpar as well. They are always late and it takes forever to get someone out to fix my air conditioner. I have been mostly without AC all summer long and feel this could have been fixed in ONE trip.
7 years ago
