American Home Shield Reviews

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!

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

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!"

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.

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?

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.

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!

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..

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

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

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 .

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!

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.

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.

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.

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.

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.

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

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

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.

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. !!!!!!!!!

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 !!!!!!!!!!!!

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.

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.

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.

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...

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.

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.

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.

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.

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.

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.

AHW will read your review first and decide if they want to post it first? That doesn't sound quite fair, sort of how they run their business, They take your money and run & hide. The WORSE company I have ever dealt with. I will NOT recommend them to anyone and tell EVERYONE I know to NEVER use this company. I had this company for a couple of years, then I called to let them know I was moving, I spent 30 minutes on the phone, 7 months later when I need their services, they can't service my home since one of them screwed up and do what they were supposed to do, however they continued to take my auto pay every month, now no one will return my calls, how convenient for them however in the end, they will be the ones to lose for all the people they screw over.

This experience was very good. My problem with American Home Shield is when you call on the phone your wait is an hour or more to speak to some one, Most people don't have time to hold that long. That is my only problem. Would be great if that can be corrected.

They are crooked and will try to cheat you out of any high dollar repair like air conditioning or heater replacement. I fought with them for 3 months over a 38 year old unit they would not replace And so I did without any air conditioning during the hottest part of the summer time. Because They were trying to rip me off I also did not have heat until I paid a second service fee the repairman came back and found a cracked heat box. Thank God for an honest repairman or I would have been out the money for the unit. The repairmen confirmed my claim that the unit was not safe with the way they wanted to repair it and so I fought with them. They lie and cheat their customers and treat them horrible wit very long hold times and do not call you back as they promise. There is even a Facebook page named. I hate American him sheid. With many many horror stories about them

Always there when you need.them. The professional and they are always very helpful with your problem. And they take only a few days to take care of your problem .

I have been attempting to have a return repair on my Heat. They initially fixed it Saturday 1/20/18 by moving a loose wire. By Wednesday it was not working. I called at 6:40 AM Thursday ordered a return repair, did not hear anything, called again at 10:08 and was assured the service co would be calling. No calls. Again called Friday AM at 9:00. They assured me the service co. “Greenway Service “ was contacted. Still no calls to set a time. Today Saturday at 9:00 AM I called Greenway direct. They claimed they just received the work order and Monday afternoon was the best they could do. Someone is not telling the truth. This is not the first time AHS and Greenway have caused me problems, but I will seek another home insurance co. Once my contact expires.

I was impressed by AHS totally in all aspects of customer service, the service on my refrigerator was excellent... the technician called ahead of time and was on time...

I have had a contract with AHS since Aug 2017. I have used a couple of time with only minor issues such as contractor not calling to schedule, or contractor not following up when parts were in. Currently I am having a major issue with their business practice. I requested plumbing service for a broken sump pump. After the contractor analyzed the problem they concluded it was a result of a frozen pipe which is not covered by AHS. I paid them for the temporary fix and will have to pay them again when they come back to complete the job. Since then AHS is charging me the $100 service fee even though they did not cover the repair. I have called repeatedly and has asked to have a manger call me back. EAch time I am assured that a manager will call me back within 48 hours. THIS IS HASNT HAPPENED!!!!! They also said they would put a hold on the payment since it is in dispute BUT IT WAS PROCESSED ANYWAY!!!! Yesterday I called again and was told the reason it was being charged was because I called about an issue that wasn't covered. I explained I had no idea my problem was due to a frozen pipe underground. I acceptd they wouldn't cover the work, but they shouldn't also get to charge me a service charge when they didn't cover the work. I had to pay the contractor directly so I should n't have to pay AHS also!!!! SOMEONE NEEDS TO CALL ME BACK!!!!!

It takes too long to get things repaired. I have been without either washer than dryer for 3-4 weeks at a time. I finally bought another washer but had to wait for the repairs on the dryer

I have been with AHS for a long time, but lately it seems more difficult to talk to someone about service or my account. Also it is taking longer to get a response and a repair.

Our 12 year old Whirlpool range went out just after new years. We contacted AHS within 12 hours of failure of our appliance and they sent a contracted repairman to look at the unit. The contractor complained that it was his "first day under this contract with 'American "Junk" Shield' and he didn't know how he was "going to like the company yet". Within 15 minutes, and without any use of a multi-meter or other analytic device, declared that "it's not your stove, you don't have power going to it". AHS did not respond to our request for a new service call and second opinion on several requests. As I feared and was confirmed by this encounter it appears that AHS is a glorified scam. We are dropping this service contract and encourage other to neither fall prey nor continue a contract if they have one. The advertisements appear false, folks.

Always the most attentive, professional service companies - showing the choice AHS makes in who it works through to take care of customers is top notch.

I contacted AHS regarding a leaking pipe in October. The technician came out and it has been 3 months with a hole in my wall and leaking pipe. In October I called AHS regarding a leaking pipe believed to belong to the toilet. I took off from work (missing a day of pay) to meet a plumber contracted through AHS. The plumber said he was not even a plumber; that he was a handyman instead. He told me to wait 90 days and call back after if it is still leaking after replacing a toilet flap. I called right away stating how unhappy I was with the service. It took until December for someone to come back. Unfortunately the same handyman. This time I insisted he cut a hole in the wall to look for a leak considering the water damage on ceiling downstairs under the bathroom was getting significantly worse. He told me there was a leaking pipe and someone would be out on Tuesday; it was Friday when he came. I took off yet again from work and nobody showed up! I have been reaching out to AHS and the plumbing company and it has now been another month! I wait on the phone for hours to only be hung up on or that I must simply just keep waiting. How long to do I have to have to wait with a leaking pipe and hole in my ceiling. I requested a different plumber and requested the hole to be covered and my money back but was denied. No one will take my call or fix this problem.

We have been trying for nearly a year to get an ice maker repaired. First they sent a contractor who couldn't fix it. Then they sent GE who said they will not work on it because someone opened it up. Then they sent another contractor who said they couldn't fix it and would tell AHS to send someone else. Instead, AHS closed the ticket as completed. So we started all over and went through the same cycle two more times. We have now had 10 visits with no resolution to the problem. Each time we have to get them to restart the ticket it's an hour on hold. Each time a contractor came, we had to take time off work. Last week a mini-fridge that's under warranty stopped cooling. Today a contractor from Moonstar came only to inform us that they don't work on mini-fridges. Why would AHS send a contractor who they knew could not fix the problem you ask? So do we. We have attempted to escalate with zero response from the company. It doesn't seem possible that any company could be this incompetent by accident, so it appears that they have a deliberate strategy to wear you down in the hope that you'll give up and pay to have things fixed outside the warranty. Avoid at all costs.

If you are thinking of paying for a “home warranty” from AHS, you may want to consider holding onto your money for potential issues rather than give to a company that won’t spend provide services for you. I recently purchased a home on a slab that requires a ejector pump to drain the washing machine. After my first week of occupancy the pump malfunctioned rendering my washer useless. I contacted AHS to make a request for service. My call was sorted through an automated system to which my issue did not fit into any of their predetermined categories, so I called it a “plumbing issue”. AHS subcontracts local companies to make the repairs. The subcontracted company contacted me to set up an appt, the rep of the subcontracted company was very nice and helpful. She warned me to word my claims carefully because AHS looks for any reason they can to deny claims. The subcontracted plumber showed up and confirmed that the pump needed to be replaced. He said he would submit the repair request to AHS and be back in 24 hours to complete the job. A hour after the plumber left I received a call from AHS claims department. They informed me that since the pump drains Grey water (waste water from sink, shower or clothes) it is not covered in the contract. I asked the rep if this verbiage was in the contract verbatim, she said yes. And asked if there was anything she could help me with... obviously not. I immediately started sorting through the pages of the contract to find the clause that omitted my claim But there was nothing specifically stating that grey water systems were or were not covered. So I took to the phone to ask for clarification on why my home warranty company would not cover a broken appliance. After waiting on hold for 68 minutes I spoke to a rep named “Brittney”. I described the problem to her and she stated that she was only customer service and that I needed to call the claims department. I politely explained that her automated system did not offer me the choice to contact claims dept, the number the claims dept called me on was the same as the customer service number, nor did their website list any direct way to contact the claims dept. She said “there is nothing I can do to help you”. I asked her if she could transfer me to the claims dept, she agreed too but instead of me back on hold for another 41 minutes. Almost two hours deep into this disaster a terrible human who calls herself “Aleesha” answered my call. She stated that she was from claims and asked what I wanted. I calmly re-explained my dilemma and she regurgitated the same line that the original claims caller stated. Grey water systems are not covered. All I simply asked for was where I could find that verbiage in the contract. After waiting on the phone in silence for roughly 5 minutes as she actually read her companie’s own contract, she finally landed on a a blurb in the covered items plumbing section. She emphasized the line stating: plumbing sewage ejector pump only. I clarified that this was not a sewage ejector pump and she told me that is why it’s not covered because it says sewage ejector pumps ONLY. I needed to point out to her that the ONLY refered the following sentence that clearly outlined that sewage ejector pumps on a septic system instead of a plumber system are not covered unless additional coverage is purchased. I again had to remind her that we are not dealing with a sewage pump and that I wanted to know where the “we do not cover grey water systems” line was. I continued by pointing out there was nothing in the exclusion list of specific things that they did not cover that mentioned my issue. She said that it sounded like I had a sump pump on my washing machine, and they only cover sump pumps that remove ground water. Again, l had to clarify that this was not a sump pump issue, that I didn’t have a basement or a sump pump basin to removed ground water. After this long circle logic argument of me trying to point out that there is nothing specifically excluding my issue as they previously claimed, Aleesha began to leave long gaps of silence and told me she didn’t know what I wanted. All she was reduced to saying was that they ONLY cover sewage ejector pumps(even though this clause was previously rebutted), and that my issue is not covered. She could not provide any insight into why or how I could go about verifying that by contract. Since AHS is stating my issue is not covered I continued by pointing out that the contract states by agreement that cost is collected for requests that “pertained to a covered Item” and that I did not intend on paying them the additional $75 for service repair that never took place. Aleesha informed me that the fee is non-negotiatable and that I was splitting hairs in regards to the contract wording, which made me laugh considering the irony of the entire situation. So AHS states that I owe them money.... money for them to tell me they aren’t going to do anything for me, not to mention money I already paid them to “cover” any home warranty issues. If that’s your idea good service then by all means, enjoy AHS

We have had AHS since 2011. Our first experiences were decent. We did have to wait two weeks to get our microwave repaired but that was not urgent. Our last experience was in December 2017, just a few days ago and it was terrible. Our hot water heater broke during the frigid days we had in SC. It took them two days to send a contractor. He decided we needed a new tank and lots of updates to install it. These updates cost us $1100.00 the tank would be covered by AHS. They ordered the new tank which was delivered to them promptly but it took them several days to schedule a technician to complete the installation. AHS only worked with this one repair company that was located 1.5 hours away from our home and they only had ONE technician to install it. So we had to wait 10 days to have hot water. When I tried to call AHS to speed up the process I was on hold for 2.5 hours until I finally hung up. I tried the next morning and waited 1.5 hours to speak to a very unhelpful customer service manager who told me that our problem was NOT considered urgent and that absolutely NOT they could NOT find a different contractor closer to us to complete the job quicker! She said some people are without heat for days and even that is not considered an urgency. She told me I could request a CASHOUT from AHS and then hire my own repair company. I would get a call from AHS within 24 hours to see what the cash would be. I waited 48 hours until I got the call and then was told they could give me $490 to install the new tank and pay for the new tank!! Unacceptable given that the cost would be much higher based on another estimate I had requested from a reputable repair company in Greer. We were left with the only feasible option to wait for the repair person they chose and be without hot water for 10 days. I DO NOT recommend AHS. I DO Not think they are respectful. Don't waste your money nor time with them.

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

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

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