American Home Shield Reviews
9.0
Overall Score
Sabrina Carmichael North Hollywood, CA
On top of the annual fee (about $450 a year), we pay $75 for a visit if something breaks. We paid it once when the microwave had a small and inexpensive part break, and again when our washer stopped working correctly. So, we've paid about $600 for one year to have an inexpensive part replaced on the microwave.
The minute an actual cost to the insurance company was on the line (the washer repair or replacement), a repair guy (the company chooses them, please note) shows up, listens to us describe the problem, and announces that we will need a new washer, that it's our fault it broke, and insurance won't cover it.
He doesn't even look at the washer before he proclaims this.
Then he looks at it for 2 minutes, stands up, and says we overload it. I say I've had small front-loading washers for years and that I'm always very careful to put in smaller loads.
Now he says Oh- it could be the loads are too SMALL then. What?!
He writes up that it's our fault after telling us it's 90% likely it's overload (we ask, what is it the other 10% of the time? He doesn't answer), we know for a fact it isn't (a quick internet search verifies these washers break every 5-6 years like this with normal use) but of course the insurance calls after 3 days and lets us know they won't be covering anything.
I mean, I could have looked at it for 2 minutes for free and announced to my husband "Let's go pay for a new washer!" Pretty good waste of $75....
So we ask our options for a second opinion. Of course they choose the vendors. Of course you pay $75 AGAIN if they say the same thing.
Just a huge waste of time and money. We could have purchased a new washer over the weekend for $750 and had this done with, saved our $600 we've spent with this company, and been much less irritated. I recommend that method for homeowners. Don't get sucked in, it's not even close to worth it.
6 years ago
Reply from American Home Shield
Good morning Sabrina,
I understand your concerns and frustration in regard to your most recent service request to have the washer machine repaired through your American Home Shield warranty. Per the technicians diagnosis I would be glad to speak with you and address the concerns to reach a resolution.
I understand your concerns and frustration in regard to your most recent service request to have the washer machine repaired through your American Home Shield warranty. Per the technicians diagnosis I would be glad to speak with you and address the concerns to reach a resolution.
May. 6th, 2019
Roy Bloomington, IL
Had been a customer for several years. My main purpose was to guard against HVAC issue. In December I had a garbage disposal go bad and decided to use the warranty to see how it worked out. Contractor was fine, but the replacement disposal unit was of very poor quality (I need to replace myself now - warning don't buy GrindSmart!). I called AHS to simply ask who the authorized HVAC contractors in my area were and could I get a Trane unit (which I have today and have serviced every 6 months by a reputable firm)….after 3 different people on the line, including the Supervisor, the answer was citing my contract and no, they couldn't even tell me who their authorized contractors were nor is there any option to get a Trane unit if mine fails. I'm not taking the chance for another terribly inferior product installed. PS. on my disposal, in addition to the $100 I paid for the disposal call, it took 4 days to get done. You decide.
6 years ago
Reply from American Home Shield
Good morning Roy,
I understand your concerns and frustration in regard to your most recent service request to have the garbage disposal replaced and the AC unit replacement that you are interested in. I would be glad to speak with you and address the concerns to reach a resolution.
I understand your concerns and frustration in regard to your most recent service request to have the garbage disposal replaced and the AC unit replacement that you are interested in. I would be glad to speak with you and address the concerns to reach a resolution.
May. 6th, 2019
Mark Wiggins Cathedral City, CA
After my friend past away his spouse paid for this American Home Sheild to cover his appliances. They are supposed to cover all appliance repairs for your home 🏡 . Well I unfortunately got one of those models that has a known unfixable defect that causes the icemaker to stop making ice because, it freezes up. I told the tech that I fallowed instructions from the internet on how to defrost the icemaker to get it to work. It would work for a month and freeze back up again. The so called technician American Home Sheild sent then said he knows this model is bad and would recommend it being replaced. (Class action lawsuit was awarded about this model in 2014) When I called American Home Sheild they told me they wouldn't cover the repair or replace it because, I somehow broke it. I also know if I defrosted it again it would work. But they still won't cover the repairs. When I called the technician company they would never answer their phone and when they did the women was rude and unprofessional I could hear 👂 children 🧒 in the background. This company has been a nightmare and I suggest that you really research a company before you pay your premiums. This company looks for reasons not to cover your repairs. I also find the companies they hire to perform their repairs or diagnoses to be unprofessional, the tech showed up an hour and a half late. It's hard when companies present themselves as reputable but, then refuse to provide the service they offer...
6 years ago
Reply from American Home Shield
Hi Tom,
Thank you for letting us know about this. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.
Thank you for letting us know about this. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.
Jun. 22nd, 2020
Kunal Sanghavi Fremont, CA
AHS - Sorry to say but you guys SUCK. Worst ever support.
We have had to deal with AHS for 2 issues:
1. Washer
2. Garage door
Let me start by saying that their support is one of the worst ever! They never ever pick up the call and chat is as slow as one can imagine. Horrible experience to start with.
1. Washer
When we called in to complain about our washer, it took us 12 calls to reach a specialist. When we explained them our issue, they assigned MAJOR HOME APPLIANCE to perform the repair. The specialist came to our home, and was very rude. When we asked him what the issue was, he said let me do my job and you won't even understand, so don't bother asking. He mentioned a part needs replacement and ordered it. Next time he came, he replaced it and left, without even explaining us the issue. After 2 days, the washer stopped working again so we had to deal with AHS again! Called them multiple times but nothing helped. Finally, we got a hold of someone from chat option and after arguing with them for more than 10 hours, they assigned another company - NANA SERVICES. These guys are good as they came home within a day and were kind enough to explain us the issue. Not to forget, they mentioned the 1st company replaced the wrong part! They also offered to talk to AHS and tell them that repairing would be most costlier than the new machine. They agreed AHS only thinks of replacement of parts and nothing in regards to customer satisfaction. Nothing happened for a few days and when we got hold of AHS representative, they said NANA didn't submit any such requests! So they asked NANA to come to our place 1 more time and conclude their findings. Guess what, no one showed up and when we called them, they said we have replaced whatever we could and we don't know what else to do! I told them atleast care to call us and tell that you guys are not gonna show up. They said they will tell AHS. BUT, but, but they never told AHS that the washer needs replacement as they are afraid their relationship with AHS will be screwed. What a selfish moto. Finally, when we talked to AHS again, they said go ahead and buy a new one if you want, we can't help you!
2. Garage door
Unfortunately, our garage door stopped working after a few days of washer issue. We tried to chat a few times and finally got hold of a specialist. They assigned ACE's GARAGE DOOR REPAIR AND INSTALLATION. The person came to check out our garage door and mentioned that he would need to change the whole assembly of garage (drums, spring, bearings, etc.). He told us he would charge $1500. To his surprise, we had already called in 3 other companies and got a quote on the issue. All 3 companies mentioned issue was with drums and spring bearing only, and it would cost around $175! When we told this to the person from ACES, he said okay I will repair for $300. We were like why did you even lie in 1st place. He gave crap reason that I thought issue is with motor and the assembly. We then told him we don't want you to work on this so he left and told his company that we agreed to order bearings and a few other parts, which we never ever did! When we called them to complain, they apologized and would make sure that our garage door gets repaired without unnecessary charges. The person was supposed to come again at 8 am but came at 3 pm! When he came, he mentioned he will only repair the spring bearings which need dis-assembly of many things. When we told him we know the issue and there is no need for dis-assemble, he said I don't want to work for you and left.
We then contacted AHS again and they didn't even agree to re-assign to another company. All they do is assign the issue to a crap company and then the problem is all ours.
The washer issue has been going on for more than 3 months now and still no resolution. This is how you treat your customers. Well done!
6 years ago
Drew Pittsburgh, PA
I got this warranty service when purchasing my home and thought it was a good deal. When i called them to have someone fix my hot water heater, they sent someone out promptly. When the person arrived they said i needed a new part but it was going to take 5 days because the warranty company would not pay for expedited shipping. I could however pay another $150 to get it expedited myself. The repair man told me this was a common part, so I asked why they didn't have them in stock to which he did not have an answer for. It has been over two weeks and it is still going to take a month to come in. I'm not sure about you, but I can't go without hot water for 6 weeks or possibly longer. It is looking like they send out sub-par contractors who can't complete their work in a timely fashion.
7 years ago
Bob Ducharme Greer, SC
I carried service on my rental income properties. In the past two years, have contacted them twice and truly do not feel the service and the results are worth the investment of carrying a service contract month-to-month. When I called to request service, It took a few days before I even got a response back.
I was at the point back at the beginning of March 2019 to cancel my warranty contracts with AHS.
I called and canceled my service and then noticed they charged me for the next month for two of my service contracts. I called the following week to make sure these were canceled and to request a credit and they assured me they would take care of this. It is now 3 weeks later and I still do not have my credit. I contacted AHS and they claimed I will not be receiving a credit since I canceled after they charged me. So I guess I will now be pursuing a credit through my credit card company. I will never use their service again for any of my rental properties nor my personal home. Stay away from American Home Shield as they do not provide the customer service you should receive. Poor service!
7 years ago
Carla Sandoval Phoenix, AZ
Worst company I've dealt with. Customer service, contractors is horrible!! Every call takes 45min to 1hour. How many calls does it take for same service request? 4-5 times! Water heater is covered by AHS the company I pay monthly plus service call fee $75. 1st call Friday 3/29-45 min call to put a service request & take $75 service fee...ok right? 1st plumbing contractor calls to tell me nxt appt available is Monday 4/1 w/no hot water?? Not acceptable! Contractor tell me nothing they can do & to call AHS again to have another contractor sooner. What a pain to call them again?!?! Called AHS again...another 45 minutes! Another plumbing contractor will contact. Received a call from APC plumbing. Great right?!?! Rep. Scheduled me for the next day yayyy! 3/30 8-12 woohoo... Took time off work waited till 11:30am I call The contractor left a voicemail. Then, called AHS again...SMH another 40 min! Rep. Told me that request was cancelled. Why? APC plumbing said that they called me to cancel because they don't work on weekends....huh? First, of all I didn't get a call From APC. This is not the business company I want to work with, that basically lied ohh heck noooo! So, rep kindly left them a message and sent email. I waited 4hours & no call. Guess, what I did? Yes, I called AHS again!(Did I say AGAIN?) This call took around 40 min. Basically, told me the same. I asked if they have any other contractor? She can't cancel this service request until they find out what happened? Why didn't they show? Oh and this company APC plumbing doesn't operate on weekends! LoL.... I asked rep to cancel that company and please put in service request for another company. No! All the plumbing contractors do NOT operate weekends. WTHeck. So, why did APC plumbing rep call me on Friday to schedule for Saturday. I asked her about my work time loss due to their negligence or contractors negligence? She SAID talk to them! Ok, I asked... What about $75 service request fee? I still need to pay that. WOW. Very RUDELY interrupted and talked over me. Warning-DO NOT HIRE THIS COMPANY! APC Plumbing shame on you too. You will get a call from me & -0 🌟 from me! Time loss on phone calls, stressful, and my loss of work!
7 years ago
Lionel Mafouta San Clemente, CA
This is the worst company I ever work with. AHS contracted Accord Appliance. They are literary influence their supplier company to present fact to decline coverage on my stove. The Accord Appliance technician told my tenant that the stove should be replaced by AHS and he provided all the pictures to AHS and then we never heard from either AHS and them. 3 weeks later we called the Warranty insurance company, They claimed to have received nothing, they in turn called the Accord Appliance. And now AHS claim that the technician told them that the stove was mis-used !!! Now listen....Mis-used because there is too much grease on the stove!!! FLABERGASTED. I'm sewing both companies. Not for the money but for the basic business principles. Accord Appliance and AHS shamed on you!!! never work with either!!! I have 6 house with them.. I'm cancelling all my contracts!!
7 years ago
Sonia S Helotes, TX
I have had American Home Shield for several years. During the hottest months in the summer, it is impossible to get a repair for your AC unit. I have paid out of pocket and also have waited 2 months for a service call for both heat and air. The last straw is my account was deducted 100.00 for no reason and have not been able to get it back after a month.
Customer service is non-existent with this company.
7 years ago
John Oley, PA
In the beginning I thought this was a fantastic company. They seemed very good and on top of any issue I had. That was until I was having heating issues. For the last 2 months, during what seemed the coldest days of winter, I’ve needed the heating company to come out and fix my heater. Phone call after phone call totaling literally hours on the phone with AHS, I have yet to have my heater fixed. It’s nice and cold in my house and I need to throw out a big thank you to American Home Shield for that! They have lost a customer and I hope anyone interested in joining reads this and thinks again. Do yourself a favor and find a different company!
7 years ago
Todd Sullivan Massillon, OH
We purchased a home in Florida in October 2019 and it came with warranty from American Home Shield (AHS). We just had our first claim and it was a TERRIBLE experience. Our air conditioner stopped working on Feb 23 and it was not fixed until March 7 ... 13 days!!! Totally unacceptable! AHS had to get the technician's report saying we needed a new compressor, then get the compressor purchase authorized, then AHS ordered the compressor themselves instead of just letting the air conditioning company get it, that in and of itself added another 5 days just waiting for it to be delivered. There was no sense of urgency from anyone at AHS. The customer service reps just told us what we wanted to hear whether it was factual or not. We even asked for a call from a supervisor - was told "no supervisors" on duty - that a supervisor would call us within 24-48 hours. Did we ever get a call? NO. I would NOT, under any circumstances, recommend buying a home warranty from this company.
7 years ago
Jeanette Gary Macon, GA
My experience has been horrible, starting from day one. I asked for sears appliance repair, they gave me Imperial appliance repair looked up there rating, they are the worst, so it seems I had no choice. The technician come out evaluated the appliances finally come back supposedly fixed my stove, get on the dishwasher put everything back to gether an it don't work tear everything down again an then tell me mamm you have glass in your motor mind you I don't wash dishes in it, just keep it rinse out because of my garbage disposalso. Makes it have a back wash so he leaves an said nothing. Come to find out he told American home shield I neglected. My dish washer in which he looked at it the first time he didn't find that, so why he find it now .we don't pay this home warranty for service like this ..they have all of these out of the pocket repair services. That are not even register with the better business Bureau not even in a decent work vehicle when they come for service. If I could give them all a O I would .an my dish washer still needs repairing an they say that my work order is complete. .This is BULL. ...
7 years ago
Christine McSweeney Martinsburg, WV
One word.... Horrible. You try to submit a claim and after waiting a 1/2 hour you can't understand most of what the person on the other end is saying or if they understand what you are trying to convey. A huge communication barrier. Very frustrating. We had to contact AHS four times because there was no answer from the contractors they were supposedly lining up for us. It took nearly 2 weeks just to get a faucet fixed and we are still trying to get reimbursed for the getting the faucet and paying the contractor after he submitted his assessment fee for the job. All we want at this point is the $200 dollars that is what we are entitled to for doing all of the work on our own. This was a terrible experience.
7 years ago
Nancy Calabasas, CA
Appointments with technicians are given right away. The tech arrives at the time frame they suggest and the job gets completed professionally and in a timely manner.
7 years ago
Reply from American Home Shield
Hi Nancy,
I am pleased to hear about your American Home Shield experience and the technicians that serviced you.
I am pleased to hear about your American Home Shield experience and the technicians that serviced you.
May. 14th, 2019
Derek Hesperia, CA
My heater went out in the middle of a snow storm on a Sunday. I set up an appointment online with AHS, but was told that Thursday would be the soonest available. Being that I have 3 kids, this was unacceptable and I paid out of pocket to have it fixed. I canceled my appointment immediately and was told that a refund would be processed within 2 days. I waited before finally reaching out to them. I was told that there was an error in the system and a physical refund check would be received within 10 business days. Had I not called them, they wouldve kept my money with no service being provided. I have had them for 1 year and this is my 2nd issue with them. Customer Service is non-existent and their policies only protect themselves. I would not recommend doing "business" with this group of thieves.
7 years ago
Becky Winter Park, FL
I called to get service on my dryer and waited to days to be contacted by the assigned company. Finally I called AHS back and then I left two messages with the company and was able to get them out. Once at my house they diagnosed the problem and cane bsck 4 days later to fix it permanently.
7 years ago
Kelly A Wright Fanwood, NJ
I have American Home Shield. When the temperatures hit record colds, my pipes froze and burst. I didn't think they would cover it but I figured I should call; it was worth a try. To my surprise, after explaining the situation, they told me they did cover. I cancelled the original plumber I had coming and waited for them. When there plumber came a day later, he immediately told me that my contract did not cover frozen pipes. I told him and American Shield that I had explicitly said that numerous times, and that I wouldn't have wasted my time since I had already had another plumber who would have been there faster. They said they would look into it. Instead, they never got back to me even after I called numerous times and they still charged me the deductible. Most definitely not renewing this and would not recommend them to anyone.
7 years ago
Stephanie Gordon-Snavely Los Angeles, CA
I am really satisfied with AHS. They have always been there when I needed a repair done. I would recommend them and I have to my friends and neighbors.
7 years ago Edited January 10, 2024
4smith Englewood, CO
I am please in general with AHS. The reason I can't give it 4 or 5 stars is because of the hold time whenever I try to call. I've waited up to an hour to reach a customer service rep. As you can imagine, this is frustrating. As far as the contractors that are sent out upon request for service, I am very satisfied.
7 years ago
Jason Pace Katy, TX
I have been a customer for 6+ years and the last 2 service requests I have placed have taken over an hour each time. These were done over the past 12 months. 3 Areas of concern and why I am leaving AHS:
1) The hold time is just plain unacceptable and I even tried the Chat option on the website and the message said "The next Chat agent would be available in 20 Minutes" I've never ever have seen that with any company before.
2) The agent I finally spoke with had broken English and could not understand my question about replacing a pool pump that was replaced 2 years ago by AHS and if it was still under warranty.
3) I sent an email and left a voice mail message with details for Dana L in Memphis with my contact information 2 weeks ago with no response or acknowledgement at all.
What happened to AHS??????
7 years ago
Edgar Ruiz New Providence, NJ
I’ve been paying the service for almost 4 years now. I’ve used the services once. I tried to use them a few more times but it takes more than 24 hours to send someone. When it’s an emergency (like ac not working on July) you still have to wait 24 for them to send someone and on one ocasion it was more because the provider was super busy.
7 years ago
David Missouri City, TX
I live in the Houston, Texas area. AHS initial automated responses are good. Do not attempt to call them and speak to a person. Extremely frustrating. The Air Condition companies, and the plumbers have to be the worst in this area. The AC company they sent recommended I replace my units for $22,000. All I needed was a compressor on one of the units. Please read the negative reviews on AirTronics, They are true. Do not use this company if you have a choice. Unfortunately I will be cancelling my contract with AHS due to who they choose as the service providers
7 years ago
Colleen Davis Redding, CA
Difficult to get a person on phone who knows everything they are talking about. Would not send me a summary of the reduction in my refund based upon cost of service call. The service was TERRIBLE and I'm not sure the cost I have been billed and paid out of my yearly payment I made was fair. But nobody would ever talk figures or send me a statement.
7 years ago
Severo Palma Tucson, AZ
American Home Shield always takes care of any problems I've encountered in our home. They have always sent expert technicians to fix or repair any appliance.
7 years ago
Linda Lake Saint Louis, MO
The amount I was offered to replace both my washer and dryer was not adequate to buy a reasonably priced set. I still had to pay an additional $500.00 for the set. I had a very nice quality Maytag. I’ve been paying Am Shield $56. 00 a month for 7 years.
7 years ago
Kimna Philadelphia, PA
Service was quick and very professional . They worked with my work schedule and was able to get someone out to my house the time that I will be there .
7 years ago
Ed Crestview, FL
I just moved into my house and had to make 3 claims. AHS quickly sent qualified people out and had my issues fix that day. I have been happy with their services.
7 years ago
Reply from American Home Shield
Hi Ed,
It was a pleasure to read your feedback about your experience with American Home Shield and the service claims that were completed.
It was a pleasure to read your feedback about your experience with American Home Shield and the service claims that were completed.
Jun. 18th, 2019
Veronica Akron, OH
I only had one complaint. I ordered a service on a garbage disposals and the person taking the order did not look up to see if it was covered and a person was sent to fix and while they were here that got a call that the item was not covered. That has sense been corrected.
7 years ago
Michael Daigneault Carrollton, TX
I was happy with the turn around time. The texts I get about the service tech is very helpful. I do like the new payment method being done on the internet.
7 years ago
Tad B San Francisco, CA
The WORST experience - DON'T WASTE YOUR MONEY. Their service is designed to avoid paying you. I lost a day of my life, without heat or electricity for my family for 24 hours because of AHS incompetence. And now they're making it impossible for me to collect payment for the service fee. I arrived at a vacation home in snow country on a Friday afternoon to find the power off. I waited on hold for 20+ minutes to report the problem, only to have my call dropped by the agent. I was finally able to report the problem online & received an electrician assignment. I only got a VM when calling the contractor Friday night & Saturday AM, so I called AHS again, who said that they would expedite the request. I called again a few hours later and was assured it was expedited. Then I called hours later only to be told that the other agents should have told me that they don't assign contractors on a weekend. So she authorized me to get an outside contractor, but to call in for an auth once the contractor was there. After hours of calling on a Saturday, I managed to get a contractor out at 7PM. I called AHS for the authorization number, only to reach a recording saying that it was after hours - to proceed and call during working hours. I called AHS back on the following Monday only to be told that they need to talk to the contractor directly. No contractor is going to wait on hold for 30+ minutes to give them the info and the asked me to keep them back to try to get him on the line. I'm not going to spend 30-40 minutes every day hoping to catch the contractor when he's not busy either. So I asked to cancel my AHS contract. I was transferred to another line, which had a voicemail to send an e-form. I've spent over 12 hours trying to resolve this and AHS is totally failing me!
7 years ago
Jeff H Austin, TX
I have used my warranty twice since purchasing and both times the company has been extremely proactive and the contractors have been very professional.
7 years ago
Kimberly Calkins Wimberley, TX
I recently called Home Shield for two plumbing issues at a rent home that I own. Home Shield was prompt in providing me with a plumber. However, he wasn't able to service the address for three days. When he showed up, he was in the residence for two minutes and left. The issue was a hot water heater not providing enough hot water. And a sink that back up which he said wasn't called in as that. I gave specifics as to both issues, but he refused to service our home and left me a bill for $97.50. I had to get someone to service the issues myself to the tune of $800 and the rental of a camera ($160) to get inside the pipes to ascertain the issue. Very unhappy with the contractor that Home Shield provided.
7 years ago
Marva Bailey Drexel Hill, PA
The bed company ever
I have saved so much money since I brought home shield in my life, every time I called they are very pleasant and ready to meet my needs
7 years ago
WDS Castle Rock, CO
STAY AWAY from this company, buy warranty elsewhere.
We had American Home Shield for years, spend lots of money with them.
Then years later, we moved and got a new contract for our 15 year old home in Colorado. In October 2018 we had a home inspector checking all appliances, HVAC and furnace prior to our purchase. Everything passed, and seemed to be in good working condition. Since the house have used appliances we decided to get them protect by American Home Shield.
Well months later, winter came and we needed to use the furnace, then we noticed it was having a hard time keeping the house warm. We placed a service request with AHS and a technician was sent after few days. Diagnostics was heating exchanger was struggling exhausting the air due to rust gradually reducing the air channels.
After a week without hearing from AHS, I called them and they said it would cost me $5,500.00 to solve the issue. And could only pay $1,500 and I have to pay $4,000.00 out of my pocket, (it's define ion the fine prints of the contract).
Well, since I was not aware they did not cover the entire repair cost, I decided to go for the option for cash out the $1,500.00 and choose different contractor. I told them, cash out would be fine. Then another week passed by, and never heard from them. Called them again and after a 35 minutes on hold, the representative said my cash out was denied because they consider my issue a pre-existing. How could I know there was an internal rust issue slowing degrading the heating exchanger? The home inspector checked the unit during a 70 degree weather and heater went up to 80 degree without any problems, and the A/C went down to 60 without any issue.
Anyway, they told me they could send me another contractor to get a second opinion about the issue, and if the diagnostics were the same, then I would have to pay another $100.00 and the claim would remain denied. Why they send me the first contractor if they don't trust his opinion? Am I crazy or they are big crooks? I will let you make your decision based on my own honest review. Find a local small company to do business with, and stay away from these scammers.
They served me well when I needed 15 years ago, but now they are nothing but scammers. They rather spend tons of money paying for internet campaigns, but not taking care of their clients, which are the ones that bring more customers than any internet campaign. We are in 2019, business without a pro-consumer policy will not survive, and if they don’t change the way they treat customers, they will be out of business, it's just matter of time.
I am not bashing them because as revenge, but to prevent other people to fall for the same trap I did.
I hope my review will help someone to choose better company.
7 years ago
srini aiyer Glen Allen, VA
the claims process was smooth.
the technician arrived on time and was very professional.
he completed the job and discussed the issues regarding the dryer.
7 years ago
Ronald C. Robinder, PhD Austin, TX
Technician did a very good analysis of the problem on my furnace and obtain the necessary repair part promptly and installed it in a highly professional manner.
7 years ago
Peter King Orange, CA
American Home Shield is nothing more than a SCAM. They take your money and pretend that they are operating an insurance company.
Short version:
Policy came with a new home in May 2019. Early July LG dishwasher stopped working. Repair tech. arrived on July 17th.and said that the problem was a blocked drain, told him that we cleared the line and that was not the problem. Tech. checked the line for himself and said problem was solved and refused to start the dishwasher to confirm that it was working. When he left we tried to start the dishwasher, it was not working. We called American Home Shield to complain again. After dealing with two different repair companies under contract to AHS for four months we bought a new dishwasher.
Approx. Nov 1st. ice maker on our GE refrigerator stopper working. We called AHS and a repair tech. arrived on Nov. 7th. from AG Appliance Repair and stated that it needed two replacement parts. We called AG Appliance every week after to check the status on the parts and each time we were told that they were not available from GE for at least another week. On Jan. 16th. 2019 we called AG Appliance and was told that the ETA on the parts was Jan. 28th. I went online and found that genuine replacement parts were available from a couple of replacement part suppliers. I called AHS and Crystal confirmed the Jan. 28th. date. She said that date was unacceptable to AHS and that we would be supplied with a new replacement refrigerator. She also mentioned that I would recieve a phone call within 24 - 48 hours from the supplier confirming a delivery date for said refrigerator. On Thurs. Jan.24th. (eight days later) I called AHS and was transferred to their replacement dept. after been on hold for 30 mins. I was on hold waiting for this dept. to answer for a further 63 mins. before I had to hang up, life was calling.
This morning Jan. 28th. my wife called AHS replacement dept. and was told that there were no plans to replace the refrigerator and that the parts to do the repair would be available on Jan 30th. and that AG Appliance will call us to set up a date for a tech. to do the repair.
Time will tell but it looks like the next step is to report AHS to the California Insurance Commissioner.
7 years ago
Alison Sawyer Atlanta, GA
Vendor Selection - for every issue we reported, AHS sent an inefficient and inept vendor to service the problem. In every single instance, we had to call for the vendor to be re-deployed because they did not fix the the issue the first time. In most cases it was impossible to get the vendors on the phone, even during business hours. We ended up having to hire our own companies to get the job done, essentially rendering the warranty useless.
Customer Service - the customer service center for AHS is staffed out of the Phillipines. Staff are robotic in their responses, reading from a script, and not understanding (or empathizing) with the concerns of the customer. They follow policy to a fault - allowing the company to protect itself from refunds or legal issues even in situations where they would be better served by admitting a failure to properly serve and addressing the consumer concerns.
Our experience has been so poor that we will be cancelling our contract before a full year has been reached. With leaders from companies like Amazon, Lyft, etc at the helm, I would expect a better level of service, but AHS is simply not meeting an acceptable standard.
7 years ago
Patricia M Waddell
Request sent to local service company right away and I was contacted quickly to set up appointment for service.
Great not having to hassle with all the arrangements.
7 years ago
Cathy Appelbaum Naples, FL
I called about my disposal that was not working. They had someone out in 5 days and the disposal was replaced. I am very pleased with the service I received.
7 years ago
FP Harleysville, PA
Forget AHS. Not worth it. I've had it for years and just cancelled. Over the past few years a lot has changed:
a) AHS has become very aggressive in denying claims, some of the revised contractual language (e.g. improper installation) is so vague, the can deny anything.
b) the service fee, which was once $40, is up to $75. For that amount you can pay a contractor directly more many repair calls.
c) the quality of the contractors dropped significantly; good contractors simply don't want to work with warranty companies.
d) Contractors learned and collude with AHS to game the system: They will find something that "is not covered" to increase their income. Because you already paid them $75, you may be tempted to accept, and they will grossly overcharge. For example: gas for the air conditioner is not covered, and they will charge you as much as $90 for each pound of freon. A 30 pound cylinder refill of freon costs less than $200 to the contractor.
7 years ago
Ed Dallas, GA
I purshased the AHS warranty to cover my heating and air conditioning systems. I was made aware today that AHS only covers part of the repair of the "heating system". AHS has declined to provide the necessary replacement of the heating system control panel. Whenever the thermostat calls for heat the entire system shuts down because of this part that needs to be replaced. I am now being forced to pay an additional $450 to replace this panel myself. I've already paid AHS $685 dollars for their partial warranty. Do not trust that their brochure covers these "systems". It covers only parts of these systems.
7 years ago
Pamela C Wilson Leesburg, VA
In the middle on the coldest days of winter in Virgina, my heat pump stopped working. I called AHS for service. Initially the company they connected me with said they could not help me for several day. So I called AHS back and said they needed to find another company as the first company didn't have anything on their schedule to service my heat pump. So then about 30 minutes later the same company called me back and said they would come service my heat pump on that day. The technician came out for 10 minutes and said it was the sequencer that was broken and left. Never said when he would come back or how he would fix the problem. Days went by with no response from this company. I finally called them and they said they had ordered a part and did not know when it would be in stock. All this time I have NO HEAT! I went a week without heat and finally hired another company to come out and they fixed my heater in 1 visit and I had to pay for it myself. It was not the sequencer that was the problem it was a contact switch. I requested to have my co pay refunded and AHS refused. Then I said I was cancelling my service with AHS and they hung up on me. So I tried to cancel the service online and there is no way to cancel it online. I had to dispute the charges with my CC for both the service call that did not fix the heater and any recurruing charges to AHS!!!! I'm shocked that this company ever gets good reviews and my experience has been a COMPLETE nightmare! Don't ever consider using them .
7 years ago
Sophie Long Beach, CA
Our hot water heater broke December 30th. American Home Shield sent a plumber out to assess Jan 4th who said we needed a replacement. AHS wanted a second opinion, so they scheduled another plumber to come out a week later, on Jan 10th. This plumber said we were missing pieces and AHS said we'd have to pay $1,300 out of pocket because it wasn't covered under our plan. The missing piece was the wind screen (basically made of foil and not essential to the functionality of the water heater). We replaced the missing part and AHS had a THIRD plumber come out a days later (Jan 15) who said it needed to be replaced but there were necessary "upgrades" that would cost $550 to replace. These "upgrades" cost less than $50 in materials (flex tubes and vent).
Meanwhile, we have no hot water for most of January and resorted to taking cold showers. It's impossible to get anyone who is competent there and you'll waste hours on hold telling multiple people the history of your issue with them being unable to do anything about it.
AHS is a scam and hires contractors that are incompetent and lazy. I wish a watchdog could shut them down so that people aren't scammed out of money and time.
7 years ago
Gail M Simpson
I am more than happy with my experience with American Home Shield. The response time is excellent and I appreciate the treatment I receive from the company representatives.
7 years ago
Rez Lake Forest, CA
FRAUD ALERT! American Home Shield and its network of service companies are conducting an organized fraud! My furnace made a sound suddenly Friday night and stopped blowing hot air! I called the American Home Shield as my home warranty and submit a service request the next day. They assigned me Metropolitan Heating and Air Conditioning to come and check, once they been assigned I looked them up on Google and saw all the bad reviews! I got worried and I decided to call AHS first thing on Monday to ask for another company. But to my surprise, Metropolitan called the same day and said they had an opening and could come over to take a look at the furnace in an hour! I thought wow, that was fast and sounds great!because it was really cold and I didn't want to spend the weekend with no heater! So I agreed and I thought maybe those couple of 5 stars are truer! He came in, acted very friendly and nice, opened the closet door to furnace, took a picture, closed the door and wrote on a paper that the unit needs to be replaced and gave me a copy and said he will submit it to the warranty company and it might take 7-10 days for replacing the unit, and he left, the whole thing was under 5 minutes! He DID NOT EVEN TRY to turn on the unit and see if it was working or not or what was the problem! I got really worried but then I fooled myself maybe he is very experienced! And sure enough, as everybody else mentioned on those bad reviews, I got a call from AHS saying your claim was rejected because the technician believes the problem was pre-existing!!WHAT? I asked, "based on what evidence? Do you mean that we've been in freezing cold weather with no heater for months?? NONSENSE!" She had no answer and simply said that this is what the technician reported and we will go with that! She then said we can send another company for a second opinion but if they say the same thing there is another $100 service fee, I asked her who would be the other company because I want to Google them before having them come in, she gave me another name and when I searched, guess what! Same reviews! I asked for another company, the same thing! she gave me 5 different names and they all had the same bad reviews about people paid the service fee for nothing! That is where I realized it's an organized fraud! They are just looking for the $100 service fee! $100 for 5 minutes doing basically NOTHING! That is good money! After that, I called Metropolitan to simply ask based on what he concluded that it was pre-existing? And sure enough, he did not answer and never returned my calls! I told the story to a friend of mine, he referred me to another technician that he knew, the guy came in and in 20 minutes fixed the furnace by replacing some wires for $180! My furnace is working even better than before now!
I called them to cancel the contract, they give you a number to call to cancel and no one answers that phone!!!
As the other reviewer suggested, I'm going to file with the state for this fraud as well! And I recommend everyone to do the same so we can stop these guys from rubbing people!
7 years ago
Karen G Alexander City, AL
Horrible experience with AHS and with K & S Plumbing in Pelham AL. Have to wait on hold for very long periods of time and never got called back as the customer service reps promised. Multiple visits from plumber to fix a water heater and when I asked AHS for a different plumber they proceeded to send the SAME guy out. He flooded our bathroom and caused damage. Now I can’t get a supervisor from plumbing company to call me after 1 full week of trying. Extremely disappointed with both companies!
Addendum: Recieved a call from the plumbing company and was asked to send photos and an estimate. Looks like they are trying to make the situation right.
7 years ago
Traci Murrells Inlet, SC
I have been a loyal customer to AHS for 4 years. I have limited need to call for service repair. I unfortunately had to make call for service for my HVAC system. The contractor that AHS sent out to repair, miswired the system and caused the EMERGENCY heat to run continuously. This caused our electric bill to be 5 times the normal charge and caused overheating that burnt out our electric board. This is causing me to incur a repair cost of another $1000. I have made numerous calls to AHS to make this right. They deny any liability and refuse to refund any money. I asked to cancel the policy and spent another 2 hours holding to cancel the contract which entailed the representative hanging up on me. DO NOT WASTE YOUR MONEY ON A WARRANTY FROM THIS COMPANY!!! HORRIBLE CUSTOMER SERVICE IF YOU DO HAVE A PROBLEM!
7 years ago
Stephen Strenk Miami, FL
I used my home warranty policy at American Home Shield to rekey the locks on my home. The third-party locksmith (that American Home Shield provided) told me that 4 of the locks were "smart locks" and for that reason, he'd have to charge $25 extra.
I called American Home Shield and spoke with an employee named Sweet who explained American Home Shield absolutely covers smart locks. I relayed that information to the Claims Review department - all they have done is explain to me what a smart lock is and that they will not refund the money that I was erroneously charged.
The average time I waited on the phone was north of 1 hour. It took weeks to responses back each time I called, which come via mail (not email and not phone).
Consumers beware - American Home Shield are a low cost alternative and the service is terrible. They will cheat you out of money and they will try in every way to get out of reimbursing money they duly owe.
7 years ago
Deb Krieger Oviedo, FL
I’ve been a customer of American Home Shield since 2010. At first, their service was decent, however within the past 4 years or so, it has gone way downhill. I had an issue with my air conditioner in June. They sent a company out who did not fix anything. I asked AHS to send a different company who was actually competent , but they wouldn’t. I tried to get the A/C company they sent to me to come back, but they would not answer their phone for days! After a week of no A/C in the middle of summer in Florida, I called my own company who came out that day and fixed it. I paid $850 out of pocket. (Also, a couple of nights hotel charge) I called AHS to cancel my policy, they connected me with someone in Customer Retention. He told me he would reimburse my $850. After numerous calls and e-mails as of January 2019, I have not received anything, but I have been paying my AHS fee for the past 6 months since June! I am on hold with AHS now (earlier today I was on hold for 1 hour 14 minutes). I talked with the billing department (the only thing I could reach) she could not give me the name of a manager nor could she cancel my policy. She said I have to call back the Retention Dept to cancel!! (Currently on hold for an additional 34 minutes, so far)
7 years ago
