American Home Shield Reviews
9.0
Overall Score
Pooja Trussville, AL
Horrible service. Called in Nov 2018 for a broken dishwasher. The contractor sent out did not do anything the first day. Then came back two weeks later to again order a useless part and admitted he did not know anything about this dishwasher. Then he ordered a computer board for it. Weeks go by and I called the company and they said they called us if we wanted the money for the part. We never received this call. Thus the part was not ordered. Then two months later we get a call saying this part will not be here for another two months. This company and contractor are a sham and are not fixing anything. Save your money because you will end up calling your own contractor. Also when you call to discuss anything you will wait on the phone for over an hour.
7 years ago
Stephen Risdon Glendale, CA
When we purchased our current home, we were encouraged to sign up for a home warranty service. American Home Shield was recommended to us by our realtor. This was because we knew that certain things in the house - plumbing, HVAC, etc. - would likely need repairs along the way and having this warranty, we were told, would help keep the cost down. We did call the AHS over the three years we have been in the house for plumbing issues mostly. Generally speaking, these visits were diagnostic and less repair. In other words, they mostly just told us what was wrong instead of fixing the problem. Perhaps the fault for this lies with the technicians that they partner with, but ultimately, AHS is responsible for poor service. The straw that broke the camel's back for us was the combination of another lame diagnostic by a marginally qualified HVAC technician and the poor customer service at AHS that we received when we challenged the assessment by the technician. The agreement we had with AHS was a warranty on the equipment around the house AS IS. We shouldn't be responsible if equipment at our house was poorly repaired by a previous owner, which was the case with our HVAC unit. Instead of trying to work with us, AHS flat out refused to entertain the fact that we had not touched or attempted to repair or HVAC system. Instead, they put my wife on the defensive and implied that we had broken the HVAC system ourselves. This is basic flawed customer service. So we have cancelled our home warranty. Even the cancellation process was unnecessarily convoluted. In my opinion, you are throwing your money away if you choose to go with AHS. Save this money and spend it on quality equipment and repairs.
7 years ago
Arabinda Samantaraya Buffalo Grove, IL
My water heater stopped working and after waiting 1 hr 17 minutes on the phone I was able to catch hold of a customer care executive of American Home Shield. AHS sent a technician to fix my water heater on 12/18. The technician did a quick fix and left. The very next day, water heater stopped working again, after calling the technician, his company asked me to pay $150 to fix the issue. AHS charged me $75 as service charge and the vendor charged me $150. Total I had to pay $225. This is utter non sense. I have taken the insurance for peace of mind but it is a nightmare now. I have been waiting on the call for the long time, nobody is bothered to call me. American Homeshield is the worst company I have ever experienced. I am not understanding why I should pay $225 to fix the water heater after paying monthly insurance fees. I went to google and I saw a new water heater is costing around $550.what is the point of having this kind of insurance company.
I am waiting for someone a senior level person from american homeshiled company to call me and resolve this issue soon.
7 years ago
Bygolly Green Cove Springs, FL
I have had it American home Shield for several years and every year I’ve become more more disappointed I never spend less than 40 minutes on hold when I need to call and I’ve taken days and days off of work waiting for repair man to show up that never do last time I waited three days for my stove to get fixed I filed a better business complaint they said they refunded me the service fee which they did not and they dropped my coverage now because I complained about them they are by far one of the worst companies I have ever dealt with in my life sub par professionals that they send out to the professionals that don’t even come when they’re supposed to
7 years ago
JJ Littleton, CO
Terrible company. Allow me to count the ways in which they are terrible. 1) Erroneous charges: they continue to attempt to bill us for services that were never rendered (side note: the services weren't rendered because their contractors never showed up as promised). 2) Customer service and communications with clients is broken -- answers to questions change depending on who you talk to in customer service. It seems they have outsourced their call center to people who are disconnected to what's actually happening on the ground. 3) They rarely hit their promised service windows and attempt to reschedule. 4) Poorly chosen contractors of low quality. The plumber they sent wasn't helpful at all; basically shared "tips" that you could Google on the internet. The oven repairman gave us wrong information that contradicted what the manufacturer recommended. 5) Not much is covered by this "warranty" at the end of the day. Save yourself the headache and hire your contractors directly.
7 years ago
David
I would not recommend this company. I was a member for over two years and made one claim last month. My water heater broke on a Thursday and I immediately placed the call at 4pm. AHS states I will here from a contractor within 48 hours. O Tuesday at 6pm I get a call from the scheduled contractor. Safe to say, even though the contractor was nice he did not not come to my house till Thursday, 1 full week after I lost hot water. Then after he evaluated the heater he provided AHS a quote. within that quote I needed to pay an additional $1200 out of pocket, not including the $133 service charge. The contractor then informed me that he would not be able to do the work for two weeks do to a scheduled vacation. He advised me to get a cash payout. When I spoke with AHS they informed me that through them I would have to pay $1400.00 out of pocket. My cash payout was $546!!! Eventually unsatisfied with this I cancelled my account and took the $546. Today I received the check which to no surprise was not $546. They sent a check for $470. The representative stated I owed the contractor $75.00 for coming to the house. They took that out of my cash payout. I was not happy to say the least. In no situation would I ever recommend this company.
7 years ago
Mark Jimmerson Diamond Bar, CA
Waited on hold for 2 1/2 hours to complain to a manager about their unprofessional contractor's claims that my sink was repaired even though the contractor never showed up to my residence. I have a home security system that did not record any such visit alleged by the contractor.
AHS will not refund me my $100 deductible nor will they reprimand the contractor. I'm cancelling my contract with AHS and would strongly advise anyone considering this company to stop and go with some one else.
Oh. after waiting on hold for over 2 1/2 hours I hung up as it was apparent they were not going to pick up the phone.
7 years ago
Disgusted Phoenixville, PA
Customer service with this company is horrible, an insult, and a joke. If you want to purchase a home warranty, you can get someone right away. However, if you have a service issue, prepare to wait a long time on hold until you can reach a representative.
I have been without a refrigerator now for over a week, waiting for AHS to “authorize” the replacement parts needed to fix my refrigerator.
Tonight, after waiting on hold for 26 minutes, someone finally answered the line, stated that he was going to look at my account, and put me back on hold,. That was 10 minutes ago, and I’m still on hold.
This will be the last year that I deal with this company. I already had to throw out hundreds of dollars worth of food, and our neighbor has my wife’s insulin in their refrigerator.
DO NOT USE THIS COMPANY.
7 years ago
judirh bravo Tampa, FL
customer service lacks of training. i first called them 10/12 when i dropped a pot on my glass cooktop. because changes in their practices , i wanted to make sure the accident was covered. i was told yes after waiting for over 27 minutes for an agent and then 15 more minutes for her to review my contract: so after her review she said it was covered and open the service request and was charged the $75. Repairman came 4 days later. He called me 11/1 to tell me that he submitted the paperwork but was waiting on AHS. Well first, the do not notigy you back that there is a problem with the service request even though they have email and phone numbers, second the cst gave the wrong information and last but not least the supervisor tells me they the ve of my third call that he is doing me a favor for refunding the $75 charged the day they open the SR. Worst customer service !
7 years ago
Kristen S. Madison, WI
We are now over 6 weeks without an oven because AHS keeps having contracted technician try new parts, with 10-14 days between 3 technician visits and each time requiring me to take a full day off of work to wait in the "8-5" window for service. Was told one week ago that if the next part didn't arrive within 48 hours and fix the problem, oven would be replaced. The part arrived but didn't work. Two separate agents at AHS acknowledge that I was told the oven would be replaced as a result, because it is in "the notes", but they say AHS won't honor that commitment and is sending another technician out...in 10 days. Worst service experience in a long time. Why have this insurance at all? We're at the point of just going to buy a new oven out of pocket because this experience has been so bad. By what measure of company success is it okay to take 2 months to fix an oven?
7 years ago
Rod Glisic
American Home Shield is the worst company I ever had dealt with. When my A/C broke in the middle of June's heat in Arizona, they left me and my family in brutal AZ temperatures above 105 degrees 3 days waiting before they sent their 'expert' A/C company. When their so called 'tech' arrived first he made sure that he got his $125 service fee covered. Then, he hardly took time to check the A/C unit before telling me that he needs to order a part and it will take anywhere between 10 - 15 business days before he can come back with the part to install it and have the unit fixed. Of course, I told him that I did not want to have any business with him or with AHS any more. My friendly advice to you is to do yourselves a favor and forget about the American Home Shield and give your business elsewhere to some serious professionals who will care about you.
7 years ago
Lou Lake Worth, FL
What a disappointment. Being in the military I was stationed all over the country which I carried American Homeshield for many of the homes we lived in. I always paid my dues on time and never caused any issues. Now that I’m retired, after 23 years, a few months ago we moved to Florida and bought a home with a pool. The heater on my pool went out. I called AHS for service and paid my deductible. Turns out I need a full replacement which is about 2 to 3 thousand dollars. They denied me because they said it was chemical related which goes against the hazardous material clause on their contract. I told them of course it’s chemical related because it’s a pool and the water has chlorine. I guess chlorine falls under hazardous material. Then why allow me to add a pool to a warranty? The person they sent to check my pool crushed the pipes leading to the heater and now I can’t operate my pool. AHS says it’s not their problem and the pool guy they sent won’t fix what he broke. I called several AHS reps and explained my situation. I told them I’m not only a loyal customer of many years, but I’m also a wartime Army Veteran with tours in Iraq and Afghanistan. They didn’t care and said they won’t help me. Now I’m out of options and have to not only fix the original problem, but also pay to fix the problem from the technician AHS sent. Customer care is big to me. The fact they used chlorine as an excuse for the hazardous material clause of the contract shows they’ll find loop holes to save from paying 2 to 3 thousand dollars. I’m sad for their lack of ethics and their lack of customer care.
7 years ago
John Concord, NC
Absolutely the worst company I have ever dealt with. Do not use them, they are a scam. My refrigerator stopped cooling properly to the point that food has to be thrown out. They have sent repair people out 6 times and performed various repairs and it still is not cool. They are now saying that the refrigerator is "mechanically" working so they can not replace it although the temperature is 12-15 degrees above normal and food is spoiling. This process has been going on for 2 months. The repair companies they send are a joke and are unprofessional, rude, and never repair the problem. Then they say you have used all of your allowance for that appliance and they can not replace it. Do not consider using this scam company.
7 years ago
Karen Hopkinsville, KY
These are the worst people I've ever dealt with in my life. The wait times are ridiculous to speak with a representative, and then when you get someone on the phone they can't help or pass you off to someone in another department that is always closed. My air conditioner broke, I've been waiting almost six months as they continuously ordered parts that did not work. I then contacted them after receiving a rate increase in the mail. Only then was advised regarding my work order, and after complaining about the service, that there had to be modifications in order to complete the repair and that I needed to pay $600 to have it repaired. Are you kidding me? I'm canceling as soon as this is resolved.
7 years ago
Cancelling NOW! Phoenix, AZ
An issue arose with my hot water heater and just as many other reviews have indicated they denied my claim. I have devoted countless hours to this issue, sitting on hold, speaking with Reps in a foreign country, dealing with a service company that literally spent 3 minutes looking at the hot water heater only to state that, I'll have to write this up to send to your insurance, give me a few, then sit in his truck and drive off. I haven't heard a word from anyone for 2 1/2 days later until I called AHS to find out what is going on THEN they tell me it was denied and it will cost approximately $1000 to repair. Naturally, they have charged me the $100 deductible, for nothing in return. I can't keep pursuing issues with them at the rate of the time consumption it requires so I asked to cancel the policy then, they ask if I want a second opinion. No, I'm done, cancel the policy because I am cutting my losses. I will never pay this kind of money without first checking BBB website and picking an A+ company in the future. Now I know.
7 years ago
David Rosenfield Plano, TX
We were provided with a home warranty as part of the sale of the home. Within 3 months the water heater was leaking and required a replacement. Despite most all items to be replaced were explicitly covered by the contract, the plumbing contractor told us that as part of their replacement they needed to replace non-covered items. The contractor required us to pay for replacement of items that were clearly not damaged such as water line, gas connections, and vents. They purposely jacked up the costs of these ancillary items such that our cost for these ancillary items approximated the cost of replacement without a home warranty, and they told us that they would not perform the replacement without these items.
7 years ago
Dan Keaton Baton Rouge, LA
AHS is the worst company that I've ever had to deal with in my life. AC broke, logged request for service on line and they sent Total Air Care the next day so I thought the service was going to be great. Total Air Care diagnosed a bad compressor. It is now one week later and I can't get AHS to approve the diagnosis so Total Air Care can come and fix it. I have talked to multiple people at AHS and none of them can help me. I am routinely told by AHS that someone will jump on the problem and call me back with a resolution. I have yet to receive a call back from AHS. I call them multiple times a day to check on it and keep getting told that they are working to get the order approved but nothing ever happens. I am know 8 days without an AC and still don't have approval for the work to be done. Once approval is done, they will have to order a part and then schedule the service. No telling how long this will take. I have given up and called a local AC repair shop and they are coming fix my unit tomorrow. It has been a week with AHS and they haven't even authorized the work to be done. I have paid over $1,000 in premiums and now I am getting nothing for it. Whatever you do, do NOT use American Home Shield.
7 years ago
Carole Ireland Harmony, NC
Negative 5 stars!! Be careful regarding submitting service request online. Just for submitting a REQUEST, you will be charged and if you have auto draft set up for your contract, they will drain your account if you don't keep an eye on it. We received NO SERVICE. We submitted a request, but AHS never called us so we ended up fixing it ourselves, but the $106 for a REQUEST was taken from our account. On another occasion, they could not find a company to work on our AC. We had to find someone, they still charged $106 and did not reimburse us even though we had an authorization number. Stay far away from this company unless you like paying for services you NEVER RECEIVED!! VERY UNHAPPY.
7 years ago
Christal Castellanos Chula Vista, CA
If I could select ZERO stars I must definitely would! The WORST experience ever! I placed a service request on a Friday morning, I had service technician at my home same day because I agreed to be worked in to their body schedule between 5-7pm. The service technician Malek was extremely nice however when his supervisor showed up it was a different story. He didn't speak English well so it was difficult for him to explain to me what was going on with my AC. After a difficult conversation it was relayed tht I needed to replace my unit. Malek wanted to go into my attic to chk my furnace along with some other things the supervisor didn't want to do it. They proceeded to speak in Arabic while directly standing in front of me. The supervisor stated some one from their company would contact me with a quote for AC replacement and they left .
I waited 2wks didn't hear anything from anyone I called American home shield and they asked why I waited so long to contact them and asked if I contacted the AC company directly. I told them I had and left several messages with no return call. They said they would reach out to them and find out what was going on and they had to leave a message as well! I was charged a $100 service charge for something tht never took place. The reason why I made the service request was because my AC wasnt working. I didn't need a service tech to come out and tell me tht but I was still charged. I have now opted to leave AHS because they are full of BS and they do not provide any service period!
7 years ago
Lorenzo Union City, GA
If I could rate this company negative 0 I would . First , I have been with American Home Shield for almost 9 years . In the 9 years I only needed them twice . The first time it was for a plumbing issue and they informed me that the service I needed wasn't covered . I accepted that and moved on . A few days ago I needed repair to my Ac unit and once again its not covered . I canceled the policy . What am I paying for ? In 9 years only attempted to use twice and both claims not covered .Cheaper to just pay out of pocket . Customer service is awful. Long wait times . They will say let me connect you to that dept then after waiting for 3 to 4 minutes the rep will come back and say I can not connect you but I can give you the direct number
7 years ago
Cheryll Bowman-Medhin Raleigh, NC
Please don't be fooled by the commercials! I currently have 2 properties insured with AHS. However, after 26 years of paying a good amount of money to the company and out of pocket to other contractors and being forced to pay even more to maintain units and appliances that are no longer worth repairing or risking illness to keep them, I have decided to discontinue my contracts with AHS. I have read the many complaints about American Home Shield and preferred to believe that AHS would not want to make known to me or to any potential customers that their treatment of loyal customers is unreasonable and unfair. However, it is! During our most recent routine AC tune-up we were informed that the system was flat, and needed more coolant and a capacitor to be replaced . After replacing the capacitor (for which I paid) the AC unit was still unable to function and we were losing the cooling function from the other AC unit. We then had to contact AHS because we found that our contracted maintenance company was no longer an AHS vendor so we were referred to yet another vendor and basically told the same thing. This contractor even called a representative to provide information about replacing the unit that we currently had. Prior to this, each technician that came to repair or perform a maintenance check on my AC units made it a point to warn me that my systems were old and leaking and needed to be upgraded or replaced because the refrigerant required would, at some point, no longer be available to support them, not to mention they were no longer working properly. I really did not have much choice. I was offered a much more affordable price for the same AC units and quality of work than was offered by their vendors but received no assistance from AHS.
The long response times from the AHS contractors, the considerable wait times and the multitude of transfers from one person to the next and the misinformation I received or lack thereof, were significant factors in my decision not to renew my contract with American Home Shield. As someone said, they are fine for "little" repairs but don't rely on them for anything significantly serious or costly..".You cannot be sure with the Shield!"
7 years ago
Deana Dutcher
We have had American Home Shield for about 20 years on this home. Our dishwasher went out a few months ago. Still no replacement installed yet. AHS is claiming that building codes had changed over the years and to replace the dishwasher will require a modification to our home to facilitate the new dishwasher. WHAT A SCAM! Of course building codes have changed! We have been paying for AHS for nearly 20 years. Our new dishwasher is still in the box, sitting in my living room.
7 years ago
Suzette Rockland Sawyer, MI
Absolutely the worst company I have ever done business with. Every single time I have called I've been on hold for over an hour. They tell you they'll call you back and they don't. The repair service companies they use are horrendous. I had someone come out to fix a leaky gas pipe, he didn't even check to see if it was leaking after he "fixed" it, he didn't turn the gas back on and said I could do it. The plumber they sent out didn't do anything. I mean that literally, he did nothing. He said he couldn't fix a leak if he couldn't see it, he was literally standing in a puddle of water from the kitchen sink when he said it. This company is a total scam. Class action lawsuit, anyone?
7 years ago
George Little Morrow, OH
I live in a major metropolitan area and have had two incidences where I contacted AHS. The first time it was to fix my furnace that had died in sub-zero weather. The second time it was to fix my gas stove. In neither case were they able to find any repair company desperate enough to take their contract. After weeks of being told "any day now" they finally allowed me to get my own contractor for each. As to the furnace, they decided after the fact that the part that went bad should have been replaced as part of normal maintenance (the repair guy laughed at that). In the case of the stove they decided my $800 2 year old stove was only worth $200 instead of the $400 it took to fix it so reimbursed me only $200.
I should also mention that in both cases it took me hours of my personal time to make call after call to get an update as to status.
Overall not a scam but darn close to it.
7 years ago
Lisa Sunland, CA
They have horrible customer service reps. It seems they are in a scam with the contractors as the contractor from on time plumbing in Van Nuys California will say you need modifications but they seem to pray on your desperation and tell the customers you need these extra things so they can charge you almost ten times the service fee. This is exactly what they seemed to have done to use. The plumber upsold is making us believe we needed this stuff to get the water heater replaced. In the interim, I truly believe they have deals with plumber if they can upgrade us and sell upgrade at extremely elevated costs. It’s disgusting! I am fighting it, but olannok adding to all their bad reviews all over the Internet. My suggestion is do not use this company!
7 years ago
Gabriel Long Beach, CA
This is the worse company I have ever worked for.. the companies they work for are horrible and they don’t ever call you back when they say they will.. I have been waiting to replace an oven for over 3 months.. and once it was ready to be installed they sent the wrong size because of the technician that didn’t measure the place correctly and that’s the offer they gave.. now I am stuck paying 80 dollars to restock the oven back up.. not only do I have to wait over 3 months... now I have to pay 80 more and continue to wait “perhaps another 3 months” for them to install the new one.. this company turned out to be worse than The other I left for being incompetent as well..
I am so very not pleased with their customer service, and the courtesy of owning their mistake.. am done with them will cancel the policy ASAP..
7 years ago
Michele McGill-Maiden DeSoto, TX
I have had Ahs for 4 months and I am very displeased with them and their contractor. My washing machine broke I called it in the contracor came out to fix the washer, he said it needed a drain hose they ordered it. It took a week to come in. When they came back the 2nd time to put the drain hose in then they told me it needed a new motor. They then came out again because it still was not working this time I was told it needed a transmition and a timer. Its been 3 weeks still have not shown up with the Transmition or timer. I called AHS and told them their contractor to fix the washer was incompetent because they still have not figured out what is wrong and I still have no working machine and it has water in it because it didnt drain after the 2nd visit. I was told the parts would be in on 4/18/18 and the contractor would be back out to repair the washer, they did not come and no one called. So now it has been over 3 weeks still no working washing machine this is pathetic, I do not recommend them to anyone, terrible terrible service.
Unhappy customer Cedar Hill TX
7 years ago
G Shreveport, LA
Trouble with AC line freezing up AHS sent their construction/AC co to repair it the guy did not find the leak or repair it made several calls I finally I had to pay myself AC co he found leak said the leak caused it to freeze I self paid my own co the leak was repaired unit now working fine AHS now sent letter to cancel co tract I am a 30 yr customer this is how they treat long term customers sucks sorry co
8 years ago
PATRICIA SUTHERLAND Daytona Beach, FL
THIS IS NOT TO BE BELIEVED!!!!MY CONTRACT # IS 219218642 .I AM A RETIRED WIDOW AND TOOK THIS TO ASSIST ME IN FUTURE REPAIRES IF NEEDED.MY A/C WENT OUT DEC.10 I CALED AHS AND WAS REFERRED TO TOTAL AIR.APPT DEC.17 WAS TOLD I NEEDED FREEON.OVER 2 WEEKS LATER TOLD NEEDED NEW A/C ,PAY UPFRONT.OK
CALLED MANY TIMES NO ANSWER.FINALLY REC'D CALL JAN 10 WILL INSTALL 1/17.MY BIRTHDAY I SAID OK AND CANCELLED FRIENDS AND FAMILY GETOGETHER.INSTALLED A/C 'BUT' PUT THE ROOF CONDENSER ON ANOTHER OWNERS CONDO.DIDN'T KNOW IT BUT WAS SURE THE A/C WASN'T UP TO PARR WAITED FOR INSPECTION 'FAILED' TRIED TO CALL TOTAL AIR TO NO AVAIL.FOUND THE CELL # OF THE SUPERVISOR OF INSTALLER AND CALLED.FINALLY RECEIVED CALL BACK FROM TOTAL AIR NOW WE ARE IN FEB.ON2/12 INSTALLER CAME AND PUT CONDENSER ON ROOF AND TOLD ME ALL WAS WELL HOWEVER I TOLD HIM I COULDN'T PUT IN A FILTER BECAUSE IT WAS COVERED BY A PIPE THAT THE INSPECTOR WAS THE ONE WHO FAILED IT ALSO PIPE WORK HAD TO BE REDONE.NOWSUPPOSEDLY ALL WAS 'DONE;I CALLED AHS COMPLAINED AGAIN AND ASKED FOR 'SOMEKIND' OF CREDIT DUE TO ALL THAT I WAS PUT THROUGH AND WAS TOLD THE NEIGHBOR THAT THEY MADE A MISTAKE ON GOT A WHOLE 'NEW' SYSTEM 'FREE' DUE TO THEIR ERRORS.WHAT?????AND THAN HUNG UP ON ME..I CALLED TOTAL AIR AND BOTH REPRESENTATIVES I SPOKE TO AGREED THAT A CREDIT SHOULD HAVE GONE TO ME FOR ALL THE AGRAVATION I HAD BEEN PUT TO..NOW ONE MORE 'BETTER' TODAY I WAITED 'AGAIN' FRO ANOTHER INSPECTION GUESS WHAT???????IT FAILED AGAINI HAVE NEVER COMPLAINED LIKE THIS BEFORE BUT I WANT 'ALL' TO KNOW THAT THE COMMERCIAL ON TV THAT SAYS AHS ????DON'T BE TAKEN IN!!!!!THANK YOU .
8 years ago
E. de Castro Vallejo, CA
Worst home warranty company!
1) Customer Service - “zero” /no star rating. Minimum wait time when calling is 30 min - 1 hr! It’s like that every time I’ve called!
2) Service Fee - $125 too high and I don’t like paying upfront to AHS to pass on to vendor. I don’t trust they pay vendor all the $ money and on time. Also I would prefer getting receipt from vendor not a AHS. I did not receive a receipt from a AHS or service call in January.
3) Warranty - of recent kitchen sink disposal. No boxes were checked off or noted on vendor service receipt. I have asked AHS customer service to help me obtain this two times already. To date, I still have not received anything in writing from their vendor.
I’m so dissatisfied, I am actually shopping around for a different company. Unless a AHS can step up their service, I will most probably cancel my policy.
Dissatisfied customer!
8 years ago
Beth Johnson Allen, TX
We have had AHS for several years. This year has been the worst for them. We called about a ceiling fan not working. They sent out an electrician from A-Z Electric. He determined that the fan would need to be replaced. I specially asked the electrician if the replacement fan would be exactly the same with all the features. He replied yes and that AHS would contact us if something went wrong. Never heard from AHS but A-Z Electric called and stated they would be here to install the fan. No problem. The electrician came and told my husband that the fan was like the one being replaced. After installing the fan my husband realized the new fan was loud and cheap. The electrician claimed he was only doing what AHS instructed him to do. I contacted AHS. Spoke with April. I then asked to speak with her supervisor. She kept me on hold for 37 minutes before telling me one was not available but would call me back. It’s been over 2 weeks so I guess no one will be returning my call. If this is what I am to expect from them going forward I will not renew my contract.
8 years ago
D. Daniels Midlothian, VA
I would not advise anyone to get AHS. I have had problems with my Washing Machine since December 2, 2018. The machine has been tearing out clothes and we keep getting the drain code, The tech that came out after about a week and thought he fixed it which was not the case. After he came out it began leaking onto my floor. They came out again and thought it was the seal, it took 2 weeks to get the part. When they replaced it they never ran the washer. When I got home and tried to use it, it was still leaking. Called AHS again the guy came out a week later and they thought it was the drum. Tech said it wasn't worth fixing and he would let AHS know. Of course they ordered a drum after a week they came out on Super Bowl Sunday and were at my house from 11 am to almost 10 pm and the drum didn't fit. Still not fixed no response until today and now they want to offer us $600 to get out of their hair instead of replace the washer. NOT GOING TO HAPPEN. DO NOT USE AHS.
8 years ago
Hussein Plano, TX
I had to pay for two tickets to fix one problem. The swimming pool equipment was not repaired on the first trip by Expert Pools and so the service technician wrote that the plumping needs repair on a second trip. AHS understood that the house plumping needed repair and decided that a second fee would apply. I tried to explain but no one would listen and understand.
8 years ago
Homer Rodriguez Austin, TX
We have received prompt contacts from companies identified for our service requests. As long-time AHS customers, we have had good experiences in each of our repair and replacement needs.
8 years ago
Dave Preciado Elk Grove, CA
Took 10 recent visits and the two companies to repair heating system - totally unacceptable. South Placer heat/air company provided poor service and highly recommend they not represent AHS in the future. Heat/air technicians need to be more technically knowledgeable.
8 years ago
Doris Jouini San Antonio, TX
Washer went out. Contracted company took days to come out. Tech was was great though, going on 3 weeks without a washer waiting for a part to come in, though no fault of contracted company, said it was American Home that authorizes the parts
8 years ago
Bill Amarillo, TX
The contractor sent by AHS had to come back 4 times before they resolved the issue. When they finally decided to fully replace my faucet it was done with a cheaper brand and materials
AHS is terrible when you want to speak with an actual representative. Too much automated call menus, too long on hold, website won’t allow feedback or additional information to be added
8 years ago
Carla Decatur, GA
I have been with the company for several years. Each technician that have come out has always met up to my expectations. Always nice knowledgeable and respectful.
8 years ago
Tim W Kwolek Castleton, VT
I wish I could give them NO STARS !!! AHS is the ABSOLUTE WORST company I have ever had the displeasure of dealing with. They are nothing more than a SCAM!!! My heat pump has not been working for 6 months now, they have sent their repair company , Total Air care ( another loser of a company ) out here about 9 times already., they were here Monday and by Tuesday its broke AGAIN !!! I have spent more than 6 nights with the temp in my home under 50* and many days with the house at 88* or more and the thing just keeps on running and nothing come out of the vents !! My electric bills are over $350 . To talk to AHS you must first wait on hold AT LEAST 1 hour before they answer the phone !! They have promised me a buyout, THEN they don't do it. I could go on for hours telling what a HORRIBLE company AHS really is. I think they are a SCAM !! The ONLY thing they are good at is taking your money every month and giving NOTHING in return !!! I am going to spend the rest of my life if necessary , going to EVERY website I can find to tell anyone who will listen the TRUTH about this TERRIBLE company. PLEASE, PLEASE, PLEASE. DON'T give AHS a dime there MUST be a better way. !!!!!!!!!
8 years ago
Barbara Alber Topeka, KS
I had a plumbing problem that I thought was covered by my contract with American Home Shield. I have been paying a monthly fee for coverage that I really don't have. Even tho according to what they say With American Home Shield, you pay a Trade Service call fee for a professional to help you with your problem, then fix or replace it. This is far from the truth , they refused to authorize the plumber to fix my problem because it was not installed right to begin with, before I bought the property. On top of this months monthly fee , the service call and what it is going to still cost to get it fixed comes to almost $400 I am low income the reason I thought in the first place was not have this kind of money to pay out. Man was I wrong. This company changes its policies as you go along and not in your favor. STAY AWAY FROM THIS COMPANY !!!!!!!!!!!!
8 years ago
Daniel Moore Houston, TX
American Home Shield sent a company with a BBB "F" rating to my home even after I protested. That is what I got. F service. Ripped me off. This company said they would contact me. I've never heard back. In the end I paid American Home Shield another $75 so I could pay a plumber $3750 to unstop my plumbing. 3 days without a shower and two with out a toilet or sink, they had me over a barrel and stuck it to me.
8 years ago
Mo Edwards Richmond, VA
The pricing is okay, but the after hours calls are not good. I had an issue that I needed a plumber as early as the next day but no answer on evening call. The next day when I did speak plumber she was of no help. I had to try and get AHS to set me up with another plumber. The pits. Some improvements are needed.
8 years ago
Courtney
They have horrible wait times usually and hour to two hours to talk to someone. No live chat . Then they send technicians out that do not have good reviews , do the job half way that you have to call for service again. Technicians never on time or forgets your appointment. Then wait on hold another hour just to tell them technician didn’t show and won’t return your call. They do eventually get it fixed but too much stress and hassle. Switching when contract is up.
8 years ago
Christina Deltona, FL
I had a big issue and had to snail mail them information since the phones went down and there was no other way to contact them, besides snail mail, and haven't heard anything else from them. Jan 2, 2018n is when it happened and when I sent the mail... Had a water leak, called a Plummer, the Plummer referred me to Dirmaxx where they told me that I had massive issues and wanted to deal with my home insurance, as in I sign away that job to them... then realize they wanted to do insurance fraud... the Plummer called back and said they couldn't do business with me and still charged me... and I told you... and still nothing... over a month, and found out that my leak... was VERY minor... Just cock it... not need a new floor upstairs and downstairs and this and that and another thing... Drimaxx was referred by your pluming company... wanted to do a scam... got mad at me when I didn't want to move forward... didn't fix the issue and still charged me... and still haven't heard anything from my home warranty...
8 years ago
David Oberliesen Niceville, FL
Absolutely horrible experience. Our water heater went out on a Thursday night. I called American Hold Shield on Friday morning to request service. Three hours later I had a plumbing company from 50 miles away call me to say they were in my town and if I couldn't get there quickly, it would have to wait until Monday. The woman handling the calls for the plumber was screaming at her children during our phone call. I dropped everything at work and went home to meet the plumber. He seemed very inexperienced but told me I needed a new water heater. He took pictures of the water heater to send them to AHS. I never heard back from AHS or the plumber so I called AHS on Friday night. They told me that someone from Authorization would be calling me to discuss the replacement. I never heard from them so I called on Monday morning. AHS told me that they were waiting to hear back from the plumber about doing the job. I called the plumber myself and left a message and never heard back. I called AHS again on Monday night. They told me that the plumber advised them that he couldn't handle the job. I then asked AHS when he told them that and the response was FRIDAY. So AHS knew for 3 days that we needed to find another plumber and did nothing but lie to me about the situation. So I had to pay a $75 service fee to a plumber who wasn't even able to handle the repair I needed. I was then told I could go through "outside authorization," which means I have to find my own plumber to do the work and hope I get reimbursed.
I called a great local plumber who just fixed my neighbor's water heater. He agreed to come out on Wednesday to replace the water heater. I called AHS on Tuesday morning to make sure everything is set up so the new plumber can do the replacement without any delays. AHS advised that he must inspect the situation and talk to them before making any repairs. I asked to make an appointment with someone from AHS to make sure they will talk to him when he arrives at my house. AHS told me, "that's not how it's done." So now I have to hope someone is available on Wednesday when the new plumber arrives so he can get authorized to repair it. I wasn't given an answer as to why I had to pay their recommended plumber $75 to come look at the water heater and not do anything to fix it. Now AHS won't even trust the opinion of that plumber that they sent out before letting someone else do the work. AHS also told me that our contract states that they are not responsible for delays. I guess they are saying that they are not responsible for failing to tell me for three days that the plumber declined to do the job.
AHS has bungled this job since day 1. My family, including 2 small children, hasn't had hot water for 5 days now. I've had to bring my children to my neighbors' house just to take a bath. We are completely unsatisfied with AHS.
8 years ago
Rudy Saint Martinville, LA
Response time from American Home Shield vendor is quick; but the adequacy of the work leaves something to be desired. We had called about an HVAC issue and the technician checked the system and said we were good to go. Unfortunately, the system is woefully inadequate to heat our home. The heating coils are broken and should have been fixed. We are not going to continue to use American Home Shield. Not worth the money we spent for insurance.
8 years ago
Roger P. Troiano Downingtown, PA
I have used AHS on three occasions over the past two years. They not only responded quickly, but all of the service providers did a great job, with no call backs.
8 years ago
Charles Worley Republic, MO
Have used several times over the years. Contractors always very knowledgeable and professional. They go the extra mile to ensure a timely and complete repair.
8 years ago
Clifford Kiffin
Additional cost on water heater, $70:00 monthly, additional 800.00 for hooking lines up and 75.00 additional fee. Had an 80 gallon water tank with pump, was given 50 gallon tank with pump. Refrigerator fixed three times and still does not work, frustrating. Ice maker does not turn off, refrigerator does not keep food cold. Went out and bought a new refrigerator, washer and dryer and dishwasher. Turned down additional 250 fees to fix the faucet in the kitchen plus 75.00. Got my next door neighbor to do it for 100.00.
8 years ago
Clint Garrett Annapolis, MD
I was referred by a Navy friend Cj A. I served 31 years as well. This my first experience using AHS services... and it was awesome, timely, professional and appreciated.
8 years ago
