American Home Shield Reviews

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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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