American Home Shield: Read 34,360 User Reviews From Real Homeowners

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Cem Cakirer Potomac, MD

They increased their prices by 50% without any advance notification. I called to them 5 times to cancel my policy, finally they cancelled my policy with a $10 fee which I don't understand the reason for that. I didn't give any promise to be with them for year or any monthly plan. I was very skeptical about having about these home warranty companies and finally decided that this company is the good one but never expected to be screwed up like this way with 50% increase...

4 years ago

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Laura Alfaro Lancaster, CA

Great customer service. Very professional. Mark and his partner got the job done. They were efficient and very informative.

4 years ago

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Finn Oxford, MS

Customer services reps are a joke! Could not explain why I had a 10 % increase last year in monthly fee, followed by a 20 % increase in fee this year. With the pandemic you would think they would not have an increase at all for minimal. When rep could not explain, she just put me on an endless hold. Not very respectful!

4 years ago

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Debra Brown Loveland, OH

Not happy! You sent two different technicians out to look at my furnace, they both said it needed replaced, then your people told me there was water in the furnace from the roof pipe. Not true! Neither tech said anything like that. I called the techs (both) and they said there was no water in the furnace. So I don’t know where that came from. The one tech said he was going to call your company and tell you there was no water. In the meantime I sit here with no heat and I would like this resolved, quickly!

4 years ago

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Mark Bitterman Littleton, CO

Very quick to respond and get a company to our home. The tech remainder on site until all work was successfully completed. Great experience!

4 years ago

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gail boothe The Colony, TX

Washer/dryer both quit working. Paid 2 service calls to get them to look at them. We were told both needed replaced. Four months later and after dozens of attempts to reach them, went to BBB. Still battling with them. The phone numbers they give you are not answered. Put on hold over 8 hours one day. Tried to write but came back undeliverable. SCAMMERS!!!! Do not use these people!! They will take all your money for the contract and you get NO coverage when you need it. You would do better to just put the $ in savings each month for replacing your items.

4 years ago

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Hallie Roberts Louisville, KY

We got this insurance to protect us. We have had a painful experience with 2 services we needed fixed. Our ice maker is one. This would be the third time that someone is coming out to hopefully fix this. The second is our A/C unit. Our unit is almost 20 years old and we finally received the information that it would be over 2K out of pocket to fix this. When I asked about a new unit that the tech suggested the AHS rep told me I have to wait another 6 days for cash/lieu to call me back. I’m thinking these people are scammers, or contract out sleezy companies.

4 years ago

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David Griffen Orlando, FL

I appreciate how quick they are to send out people to maintain your appliances. However, when it comes to having them fulfill a replacement of an appliance. They have made the whole process unreasonable and incredibly painful to get any fair choice to replacement.

4 years ago

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Dave Charlotte, NC

Not sure how AHS is getting anything above a 1 or 2 star review. I suspect most of these reviews are not legit. I've had a horrible experience with them. First, they wouldn't replace our AC that was almost 20 years old when it failed, then it was next to impossible to reach someone to cancel the service and when I finally did, they wanted to charge me a fee. Would not recommend this company to anyone.

4 years ago

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Dale Beachwood, OH

On 7/15/20 I filed a repair request. On 7/23 the assigned company come out to fix..they determined I need a new a/c home unit. IT TOOK 2 MONTHS TO GET THE NEW A/C COMPRESSOR and have my a/c fixed --finally on 9/16/2020 ! I lost the entire summer. During these 2 months, I called -at least- 4 times--each time is was an average of 20 minutes, just for them to answer the phone. Each time, the person said they would call me back with more information, not one person called me back.....I would not recommend this company!

4 years ago

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acarajeinlove1 San Diego, CA

My name is Humberto Branco. This company is terrible, I payed for the company to come to fix my split ac and the company technician didn’t know how to fix it and walked away with no solutions. I have been a member for four years and when I needed them they were incompetent. This happened September 8th, 2020 and I am still waiting for my refund after I called 3 times. My air conditioner is still broken.

4 years ago

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Steve Mercadante Raleigh, NC

Horrible customer service. Regular hold times of well over an hour. 2 hours 10 minutes on one occasion. It took 4 days of 87 degrees in our house , multiple attempts to call, hours and hours of hold time before they finally gave up on the original contractor and send someone else. Because of the horrible support of their contractors horrible service, we are cancelling 2 properties and going with another warranty service- who by the way includes freon with their coverage (additional $175 charge)

4 years ago

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Amanda Weaver Deltona, FL

Not worth a red cent. Try one of the other companies. I've been trying to cancel and I only get the run around. Like. . . hung up on every time after waiting over an hour for a low paid employee to simply lie and then hang up. Call this number (800) 858-1922 and see how long you have to wait . . . might as well put it on your blue tooth or speaker, because you'll be waiting a while. If everyone did this before signing they wouldn't. I give them a flat out 0.

4 years ago

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Doctor Pc Lewiston, ID

These guys are the worst. Rip Off...scam. I paid them over 10000.00 for 14 years. Every time something went wrong like a water heater leaking the took a month to approve the fix. The last straw was my drains were starting to clog up and they refused service. So I cancelled them and now they say I have to pay them for the rest of the contract period. I never signed a contract and the contract says I pay them and they provide service. Not the way they look at it! They don’t provide service and you still pay.....nightmare!

4 years ago

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Jack Hulse Metairie, LA

very hard to initially contact home shield, stayed on hold for 15 minutes, and the on line version refused to recognize my address or name. Finally found my account number and direct dial and got in contact with an agent.

4 years ago

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Tanisha Pryor Virginia Beach, VA

If I could give this company no stars I would. American Home Shield is by far the worst warranty company, I've never been so frustrated trying to resolve a issue with a bunch of incompetent unprofessional people who don't know what they are doing. They want money money money up front but take forever to fix the problem at hand. I absolutely HATE this company!

4 years ago

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Brenda P Phoenix, AZ

Horrible. Wait time on phone is at least an hour AND outsourced, so representatives lack knowledge of common American standards (i.e. refrigerators come with a freezer compartment). Online service is misleading and does not allow to filter/choose contractors like ones that work weekends or located in same zip code. My A/C went out on a Friday night. Had to wait until Monday for contractor to call/set up appt. Weekend temps were 111 and 113, so house got up to 90s! NOT ACCEPTABLE!

4 years ago

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Valerie Jenkins Castro Valley, CA

I have been using American Home Shield for about a year now and they have not fixed a single thing! My main large stove burner doesn't work and I called them and sent out a technician 6 times and never fixed it. I kept asking for someone who could help me and I finally gave up. I called them for a leaking pipe and water was running all over my garage and they supposedly expedited the order - I waited 36 hours and no one called me and I followed up and they forgot to process the claim! Are you kidding me!

4 years ago

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My AHS Experience Smyrna, GA

There are serious issues with internal processes. From the perspective of the customer seeking to find out any and all information related to multiple AC issues, American Home Shield has failed to showcase any urgency to resolve the issue. In the middle of a Georgia summer, with household members who have health issues, the lack of customer service is grotesque... As an AHS customer for over 5 years, it seems the company has grown so large that they have lost the initial core value of meeting customer needs. Very unfortunate... I do not, and will not, recommend AHS to anyone.

4 years ago

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Michael Page Palm Springs, CA

Nothing but a nightmare each time you go to use your plan. Sub standard vendors, most with google or yelp reviews 2 stars or less. Several days to get low priority appts for service in most cases. Take your premium and drop it in your savings account for any home repairs and you will be 100% better off. After four years of nothing but aggravation....I am done with AHS

4 years ago

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J. Choo Cranbury, NJ

AHS used to have wonderful customer service. That is the reason why I keep coming back to them even though they are slightly more expensive than other companies. Nowadays it is impossible to get a human being to answer the call if you have a problem with a service request. They give you very little choice to contact them. No email unless it is about privacy or security. If you call them, as I am doing now, you will be put on hold for at least two hours. It is as if the company does not exist beyond a website and a simple automated system. Very disappointing.

4 years ago

Reply from American Home Shield

Hello J, I want to start by saying that I do apologize for the extensive hold time and would like to inform you that you can reach out to American Home Shield via chat for efficient service and no hold time. Chat agents are typically available from 7 am-7 pm.

Aug. 18th, 2020

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Theresa G Exton, PA

American Home Shield charged me $100 for a service charge and never refunded me when we canceled service. I have reached out multiple times and you can not get someone on the phone. I have also emailed them. I finally got someone on the phone today and the connection is so bad on their end, it ended my call and they have not called me back. Is this business serious or a scam?????

4 years ago

Reply from American Home Shield

Hi Theresa, I want to start by saying that I do apologize for the extensive hold time and would like to inform you that you can reach out to American Home Shield via chat for efficient service and no hold time. Chat agents are typically available from 7am-7pm. Thank you for being the best part of American Home Shield.

Aug. 14th, 2020

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Mike G Lithonia, GA

Extremely long hold times. I was offered an appliance replacement via email and it has been over a week and no response from American Home Shield. I have attempted to call and the hold times are just crazy. I like the ease of filing claims on line but if you need to ask a question, its impossible. I have been with a defective washing machine for too long. HELP

4 years ago

Reply from American Home Shield

Hello Mike, Thanks for being a loyal customer and for sharing your experience with us. We are working to improve our process and we apologize for any issues you experienced along the way. Your malfunction will always be our priority. We look forward to our continued business together. I have sent a private message with contact information for further assistance.

Aug. 13th, 2020

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Vince Fayetteville, NC

Never again will I do business with AHS. After 2 years of paying into AHS, and not using them but twice I have decided to just start a second savings account for broken appliances instead of paying into this wasteful company. Both times I used this company was for my washing machine. 2 months later and hour and hours of being on hold for 3hr wait times, I am told I will get $427 reimbursed for a new washing machine... in the year 2020. I would rather set myself on fire then deal with this company ever again, they have lost my business forever

4 years ago

Reply from American Home Shield

Hello Vince, I certainly hate to hear that you have received less than satisfactory service. I will follow up with you as soon as possible in an effort to assist with unresolved issues with your washer. I have sent a private message with contact information for further assistance.

Aug. 11th, 2020

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Garner McCulloch Houston, TX

I have had AHS for 4 years and their customer support Has dropped off precipitously. I can get somebody on the phone in 10 seconds to get a quote for new service, but I get put on hold for 3 hours + to speak to somebody about replacing my dryer that is broken that I started a ticket on over a month ago? And their chat button on their site (if you can find it) doesn’t go anywhere. What a scam. I’m done. What a waste of money.

4 years ago

Reply from American Home Shield

Hi Garner, We understand your disappointment and we're sorry to hear that your experience was not of the quality that you expected. It’s important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately. I have sent a private message with contact information for further assistance.

Aug. 13th, 2020

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Louie Caldwe Clinton Township, MI

Did not repair or replace my washer and dishwasher. Some so called claus in contract. About unforeseen circumstances with old equipment. That can be mechanically checked. Should have been stated when purchasing warranty. I was misled into this purchase. Paid a $100.00 service fee with no results. Real ripoff all customers service reps are hard to understand. Even heard a rooster crowing in the back ground very odd. PLEASE stay away from this Home Warranty Co.

4 years ago

Reply from American Home Shield

Hello Louie, Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved. I have sent a private message with contact information for further assistance.

Aug. 6th, 2020

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sherry buchanan Morganton, NC

I joined AHS to have piece of mind. I had a service call the guy opened the door under my house shined a light in to check duct work. That's it I answered an email asking about service told AHS that my duct was not fixed, tried to call on hold for over an hour no answer No way to communicate with this company that don't have an email address and you get No answer on the phone I work 12 hrs so limited on time I can contact AHS So FAR NOT WORTH THE MONEY YOU PAY. Hopefully they read their reviews Don't know how else to get in touch with them. They have not lived up to their promises.

4 years ago

Reply from American Home Shield

Hi Sherry, I want to start by saying that I do apologize for the extensive hold time and would like to inform you that you can reach out to American Home Shield via chat for efficient service and no hold time. Chat agents are typically available from 7am-7pm. I have also sent a private message with contact information for further assistance.

Aug. 3rd, 2020

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Dan G2 San Diego, CA

American home shield is always there whenever something in my home breaks. They are upfront and honest, for any extra charges

4 years ago

Reply from American Home Shield

Hi Dan, Thank you for providing us with feedback about your American Home Shield experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

Aug. 3rd, 2020

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Jacquelyn da Roza Loomis, CA

American Home Shield is the worst! Their customer service is terrible, the repair company was rude and did not fix the problem and then caused water damage in our home and then AHS refused to pay for the damage caused. Their go to is to hang up on you when you ask for a supervisor. Horrible. Our water was even turned off to the house for 6 days and they would not help us. I wish I could say 0 stars.

4 years ago

Reply from American Home Shield

Hello Jacquelyn, Thanks for sharing your experience. I hate to hear you were not totally satisfied with your overall plumbing experience with us. I have sent a private message to you regarding your request. Please respond to that message at your earliest convenience.

Aug. 3rd, 2020

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david Wallingford, CT

What a disaster!!! Stay away from this company. Heaven forbid you actually need them. Get ready to sit on the phone for hours upon hours. They never answer and just shu you off to another number which requires you to wait again. I spent a total of 11 hours over the course of 3 days and got nowhere. There is no number to speak to corporate. They outsource their calls to overseas and there is a language barrier to deal with. What an unprofessional company! I had to give one star in order to complete this review.

4 years ago Edited September 14, 2021

Reply from American Home Shield

David, I want to start by saying that I do apologize for the extensive hold time and would like to inform you that you can reach out to American Home Shield via chat for efficient service and no hold time. Chat agents are typically available from 7am-7pm. I have also sent a private message with contact information for further assistance.

Aug. 3rd, 2020

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S Baga Muncie, IN

These are absolutely the WORST people to deal with!!! This is the second time they have tried to send out repair people who won’t show up for three days out. The first time Zthe plumbing was clogged, and the company couldn’t get to it for 2 days. So I’m not supposed to shower or flush the toilet for 2 days???? Give me a break. Today the A/C broke, and the company they tried to send out couldn’t be here (again) for 2 days (in 90 degree heat). This is the BIGGEST scam I have ever seen!!! DO NOT BUY A POLICY WITH THESE CROOKS!!!!!

4 years ago

Reply from American Home Shield

Hi S Baga,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 30th, 2020

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CRISTINA Rodriguez Pecos, TX

Wait time is ridiculous, expect to be on hold for at least 45 minutes to speak to someone. My A/C has been out for going on 6 days now (in 100+ degree temps) and I have yet to even hear from AHS to let me know the status of my service request. I have called 3 times to get an update on my request for an AC repair and have been on hold for an hour each time. I was disconnected 1 of those times and they didn't even attempt to return my call after giving my phone number and e-mail. Highly disappointed and frustrated with American Home Shield!!

4 years ago

Reply from American Home Shield

Hello Cristina, I certainly hate to hear that you have received less than satisfactory service. I will follow up with you as soon as possible in an effort to assist with unresolved issues with your a/c. I have sent a private message with contact information for further assistance.

Jul. 27th, 2020

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Weeniedog1954 Dallas, TX

The service was great, but very disappointed in the call center. 1 hour wait to speak to someone. This is ridiculous. I was overcharged and I have to wait 1 hour to speak to someone to find out why. Not Happy!

4 years ago

Reply from American Home Shield

I want to start by saying that I do apologize for the extensive hold time and would like to inform you that you can reach out to American Home Shield via chat at for efficient service and no hold time. Chat agents are typically available from 7am-7pm. I have sent a private message with contact information for further assistance.

Jul. 27th, 2020

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Leon T Fayetteville, NC

Bottom line...service suck. They take forever to get a tech to repair anything. When even the most inexperienced person could tell you that something needs replacing, they put a bandaid on it. I paid 8k to replace a heating and A/C unit in my attic after 35 years and numerous service calls and they did not reimburse me anything. I wrote a letter to the company that fell on deaf ears. No one ever bothered to even call or write for that matter. Leaving and taking my business elsewhere.

4 years ago

Reply from American Home Shield

Hello Leon, Thanks for being a loyal customer and for sharing your experience with us. We are working to improve our process and we apologize for any issues you experienced along the way. Your malfunction will always be our priority. We look forward to our continued business together. I have sent a private message with contact information for further assistance.

Jul. 23rd, 2020

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Bryan Durand Gilbert, AZ

AHS is a company designed to collect fees and pay the minimum to complete a required repair. Our leaky faucet took to weeks to repair and the company assigned never completed the work. The faucet still needs to be replaced. An AC or HVAC repair has taken a similar amount of time and is still not repaired. Good luck getting a hold of a supervisor to address any problems. I called the AHS directly several times to try and speak with a supervisor and still have not got a call back. AMERICAN HOME SHIELD IS THE WORST!!! Take your business elsewhere. You have been warned.

4 years ago

Reply from American Home Shield

Hello Bryan,Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 22nd, 2020

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M. Durham Upper Marlboro, MD

I have called AHS several times and waited on the phone 3 hours to find out the status of a service call that was done a month prior. I am not happy with their service. You can never get anyone on the phone and that is a big problem for me.

4 years ago

Reply from American Home Shield

Hi M. Durham,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 21st, 2020

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David H Austin, TX

DO NOT BUY FROM AMERICAN HOME SHIELD !!! POOR CUSTOMER SERVICE ! PHONE LINE IS VERY HARD TO GET TO SPEAK TO CUSTOMER SERVICE. I HAD KITCHEN WATER LEAK AND AMERICAN HOME SHIELD NEVER SEND OUT A LOCAL GUY TO MY HOME !!!! I HAD TO CALL A LOCAL GUY ON MY OWN TO FIRST STOP THE LEAK. AMERICAN HOME SHIELD REFUSED TO COVER MY BILLS. NEVER AGAIN I WILL USE THIS POOR COMPANY

4 years ago

Reply from American Home Shield

Hi David,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 21st, 2020

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Cindy Carroll Hereford, TX

customer service sucks!! Have paid numerous years and only used for one small plumbing issue. Trying to get AC fixed and no resolution they say no contractors in our area to fix it but yet they will take your money and when you need them they give you the run around . To me they are just thieves promising service and stealing your money by not providing services when you request them total scam. Will be consulting an attorney.

4 years ago

Reply from American Home Shield

Hi Cindy,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 21st, 2020

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Anita Ft. Pierce, FL

Terrible company! I have three plans with AHS and will be cancelling all of them. This company lies about replacing home systems and have left me in South Florida for over three months without air conditioning. They keep promising to take care of it and now have let me know they will not cover my system because of corrosion and "neglect"! The system has been maintained yearly and the outside unit is going to corrode, it is Florida!

4 years ago

Reply from American Home Shield

Hi Anita,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 20th, 2020

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Kyzer Washington, DC

Air conditioner went on on 7-3-2020, 5 days later they put Freon in it on day 6 it was out again it’s now day 9 no ac no ahs resolution have already shelled out 500 and no fix. Contacting lawyer to get these crooks closed down, the techs they send come in personal vehicles with No parts only Freon what a scam, now my status says waiting for authorization I’m tired of the run around.

4 years ago

Reply from American Home Shield

Hi Kyzer,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 13th, 2020

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Noor Suteria Livingston, TX

I am requesting every one please don't buy their warranty. They are crooks Monsters and complete Ripoff. I am dealing with them right now. I was paying them for last 2 years and first time service call they did not fix or replace my dish washer for 2 months and even after cancelling their service every month they are attempting for monthly charge and i request to chase for credit. stay away from them

4 years ago

Reply from American Home Shield

Hi Noor,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 10th, 2020

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Rachael Brooks Lexington, KY

Horrible. Wait times are excessive. Can be over an hour. Less than two if you are lucky. I have waited a week to get a service scheduled. AHS says that they don't have a provider in my area, but before they admitted this they gave me the name and number for a company that doesn't seem to be in business. It has now been a week, I have reached out by phone, email and facebook. Cannot get resolution. Call center tells me that everything is just fine and it will be resolved in 24 hours... but it never is.

4 years ago

Reply from American Home Shield

Hi Rachel,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved. Please provide your AHS contract number or property address at Bestco@ahs.com

Jul. 13th, 2020

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Gloria Sepp

First of all they do not answer the phone. Secondly, they assign some company that won't be out for nearly a week. My refrigerator is not working, and I need faster service. I have thrown out tons of food. I have tried to call then and all I get is some loud music.

4 years ago

Reply from American Home Shield

Hi Gloria,
Thank you for letting us know about this. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.

Jul. 8th, 2020

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Julius

The wait times were long, but once I had someone on the phone they were expeditious in trying to help in every way they could.

4 years ago

Reply from American Home Shield

Hi Julius,
Thank you for your feedback about your American Home Shield experience!

Jul. 8th, 2020

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N

Excellent subcontractors assigned to the repairs. Service trips and parts ordering were quick. Good communications throughout.

4 years ago

Reply from American Home Shield

Hi N,
We love to hear when we have provided fast and professional service to our customers. Please continue to share your experiences with us and we will continue to strive to meet your needs.

Jul. 8th, 2020

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JEROMEWHITE

Fast courteous dependable service and vendors have not had any trouble been a customer for two decades now very pleased and continue to be a customer with two homes

4 years ago

Reply from American Home Shield

Hi Jerome,
Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.

Jul. 8th, 2020

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Audra

So far it has worked pretty well for us. I wish there was a way I could select the repair people. Like a list of who is contracted with AHS that we could select from.

4 years ago

Reply from American Home Shield

Hi Audra,
Thank you for taking the time to provide a rating, your opinion is valued greatly and it helps us maintain excellent standard of service to our customers.

Jul. 9th, 2020

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Jmarie

Because in ways they do do a good job. But just because you use your warranty insurance donâ€™t take your insurance up. To me your being blamed for using it.

4 years ago

Reply from American Home Shield

Hi Jmarie,
Your feedback is more than appreciated!

Jul. 14th, 2020

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dudley hunt New Orleans, LA

called in a request for service was given a contractor who is 4 hours away in another state. tried calling him without any results. tried to call every number listed was put on hold over 30 minutes without contact. very poor service will be going to another company suggest anyone thinking about this company just try to call customer service

4 years ago

Reply from American Home Shield

Hi Dudley,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 8th, 2020

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Phil Los Angeles, CA

I have never been so disgusted with a company in my life. I found out today that they pay bonuses to companies to write reports that don’t address the actual problem so they can avoid paying for a more substantial repair. We had seven contracts with this company on varying properties and I will happily be cancelling them all. Do NOT waste your time or money.

4 years ago

Reply from American Home Shield

Hi Phil,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. I would be glad to speak with you to get the issues resolved.

Jul. 8th, 2020

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