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

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Inett Lindley Marietta, GA

Contracted companies are outstanding. However AHS's customer service & phone system, ability to speak with management is atrocious. I've been awaiting a call back since October, 2017 regarding misapplication of a payment and a rude attendant. I even withheld a payment anticipating a call. Never received one.

6 years ago

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khalil hamid Clifton, NJ

My first experience with this company and will be the last after they fix my heat hopefully before i freeze to death. 1. Impossible to reach over the phone. 2. The contractor they assigned to fix my heat never answered my calls and his "voice mail is filled" 3. I lost my heat in below freezing conditions. No urgency on their behalf. 4. I have to wait 24 hrs in the extreme called for the contractor to setup an appointment. 4.This is not worth your money at all. I am cancelling.

6 years ago

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Donna Ray Woodbridge, VA

Our last service call was a nightmare, to say the least. We found a leak under the sink in the master bedroom, did the online service request on Dec. 2, 2017, which was a Saturday, no response, called on Sunday and we were told it would take 24 hours for a response, the leaks had gotten worse and we weren't provided any solutions, other than waiting the allotted time. Unacceptable!!! There should be some type of emergency provisions in place to handle emergencies, so we ended up canceling the request, but we had already paid for the service. We checked our account and the refund had not hit by the 6th of Dec., then we called again and was told that we had to call and request a refund, then it would take 10-14 day, waited, still nothing, called again because we still haven't received the refund, not on this call it had not been processed yet and it would take 10-14 days to post. We asked to speak to a manager, that wasn't possible since the rep. had explained the issue to us. So, it is now 01/12/2018, and we have yet to receive the refund. My husband called and got the run around again on 01/10/2018. This has been the worst issue we have had with this company, but not the only one.

6 years ago Edited September 14, 2021

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Ruth Whaley Porter, TX

Called American home shield for service on my LG washer. The company they sent out said it was a computer in front of washer and seal. Said it would be 5-7 days. Didn't hear back from them . I called them and they said they couldn't order the parts needed that ams had to. Called me 2 weeks later and said that I had an appt for 1-12. Then called back and said they had one for 1-10. Then on 1-10, tech called and said ams ordered wrong part. So waiting again. Sad that they don't care for their customers .

6 years ago

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Nancy Peachtree City, GA

The first time I called AHS I never received a call back. The second time I called the gentleman who came out to my house was professional and courteous. A different technician came a month later to fix the problem but recently I have discovered that my refrigerator has the same issues. I don’t believe the problem was resolved.

6 years ago

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William Vine Grove, KY

I have always got quick and awesome service. Service companies call promptly show up on time and complete the work in a perfessional manner .

6 years ago

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Jw Johnson Chesapeake, VA

AMH was very concerned about my home repairs. They were very helpful and quick at resolving my issues with broken appliances.

6 years ago

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Jeffrey Elixson Lake Butler, FL

American home shield did not help me out any my air broke and they sent someone out to look at it he wasn't even there five minutes and he was gone then get a phone call from American home shield saying they was not going to fix it because it was pre existing problem which was not the case said there was oil and stuff all round it that's been there awhile special I decided to go check for my self and it was clean nothing was found I cancelled my warranty and I will not recommended American home shield to anyone and I mean anyone. Jeffrey Elixson lake Butler FL

6 years ago

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RUSSSEL SAVAGE Lorida, FL

My wife is extremely pleased with the promptness and quality of our experience since we are very rural and don't normally get such good service.

6 years ago

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Sanja Glen Burnie, MD

Month later, I am still trying to reach someone to discuss outstanding ticket. I have spent 6 hours on hold where nobody picks up the phone and phone finally disconnects. One time young lady with limited English answered to tell me her system is down and hung up because nobody else was willing to pick up that had system up. Extremely not what I would expect after paying big bucks for hardly using in the past 10 years.

6 years ago

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Joseph Kishmarton North Las Vegas, NV

Twice in 3 months (or less) I had my microwave fixed and the third time I had it replaced. So I spent $250.00 for nothing. The first repairman said I should just replace the unit. What good is the insurance when you continue to fix something the repairman feels should be replaced?

6 years ago

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Ashley Sickles Morgantown, WV

First off: I have had a claim reimbursement in for over 60+ days now! I have been told it was mailed twice now. I still do not have it. I have had to pay late fees, etc to the contractor because of AHS's lack of fulfilling their promises. I have contacted customer service numerous times & get the same answer "its been mailed". Well, I want tracking on it & it expedited at this point! I am over constantly waiting and you can deduct $$ for my monthly fees instantly but can't reimburse me?

6 years ago

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Julie Berger Kissimmee, FL

Always some excuse why the item isn’t covered. I had to replace the AC myself as they just kept doing a bodge job and charging me $1200 for freon . Now my pool pump isn’t covered even though I’ve paid extra to cover it for 8 years. Worked out I would have saved a lot of money if I just had the repairs done myself. In 8 years they have replaced nothing. Don’t go with this company.

6 years ago

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Sheila Currin Murrell Hurt Ruther Glen, VA

I tried for5 days to speak to someone, waited on hold over an hour and still no one ever came to the phone I guess because it was an existing order. However, I had someone call to start a new account and rep picked up the phone right away. No way to run a business. Whatever happend to customer service. I've been a customer with this company for 3 years. I can't wait until this contract is over so I can look for another company.

6 years ago

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Kathy Corey Seminole, FL

So far I’ve used my warranty for kind of minor issues. I have been very pleased. Going forward should I have a major issue I hope I’ll be just as pleased.

6 years ago

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Nancy Smith Girard, PA

It's nearly impossible to get a human voice to make a service call. Wait time could be over an hour. The automated option is fine but with your new policy of payment first doesn't work well with me. I refuse to give a credit card or bank account number on line. I much preferr d the old way of paying the service call to the service provider.

6 years ago

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Danny Revelo Stanhope, NJ

Worst experience ever...I have requested service for a boiler issue twice, but I haven’t heard from the repair man or ahs neither. I have spent some hours to contact ahs but it never goes through. I have called the repair man leave a few voicemail and no reply for any of the parts at all. However they already charged me the premium for this month...I hope ahs or the repair man has the decency to contact and solve this issue otherwise I’m going to get another provider..

6 years ago

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Laura Ryan Moorpark, CA

It's literally impossible to speak to a human on the phone, unless you want to wait on hold for over an hour. We had a Trash Compactor that was deemed not repairable. We chose to purchase a new one and AHS would reimburse us. It took a good month emailing our proof of purchase for them to finally say they had it. It then took another 2 months to receive reimbursement.

6 years ago

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Brett Maikowski Sachse, TX

I’ve had 2 AHS warranties and have been very disappointed with both. Very little is actually covered when you put in a claim. Their electrician lied on his report so that my repair wouldn’t be covered. Three additional electricians came to my house and said my repair should’ve been covered. American Home Shield has rude customer service reps who will raise their voice on the phone with you if you disagree with them. I will never purchase another warranty from AHS.

6 years ago

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Hamie Queen Creek, AZ

Plus: requesting service online is easy. Negative: delays in getting onsite repair scheduled, delays in AHS approval of repairs to the contractor, delays in ordering parts as AHS directs this. Also, most contractors have been good. However; when a contractor didn’t drain my water heater and caused more damage from the leak, I called AHS for a new contractor with 45 min hold time, the new contractor drained it then and AHS charged me for 2 contractor visits. The phone support was rude when I called to dispute (hold time 45 min again) the charge due.

6 years ago

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Deborah Ellis Pasadena, CA

Very poor customer service. Issue: Wait time is consistently about 30-45 mins. Recommendation: hire more staff, set up live reps on an auto call back system. I called 2-3 times re a billing issue ea rep stated the issue well be taken care of - at 1 point one rep told me to do the follow-up billing process. Each rep assured me the billing would be corrected --- is was not correct, I continue to pass due statement on a paid bill.

6 years ago

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Barbara Johnston Reno, NV

If you use the internet to set up up the request for help you are ok but if you need to talk to customer service you Re on the phone for over an hour on hold. This is unacceptable.

6 years ago

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Donna Gilbert, AZ

I’ve waited on hold for over 2 1/2 hours total for 3 phone calls to AHS. Today was over 40 minutes. Someone picked up the line and I said Hello and the line was just left open; I repeatedly said HELLO! AHS has debited my account for $75 in December for a phantom visit in June 2017. No help at all with phone calls, Facebook messages, emails. Also I am disputing this charge with my bank. Going to cancel contract if our account is not credited soon.

6 years ago

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Steven Cole East Saint Louis, IL

If I could give a NEGATIVE RATING IT WOULD BE -5 STARS! The 2nd failure of the company for me and now that I've seen these reviews, I'm not surprised. If you are considering buying a warranty from American Home Shield, please don't waste your money. Research further, read more reviews, and save yourself the frustration of dealing with this failure or an organization.

6 years ago

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VICTORIA JONAGAN Kansas City, MO

We have no heat in hour house. We have tried to reach someone and spent several hours on hold yesterday. We were finally told that they would send someone by in 4 hours and no one came and couldn't get in touch with anyone. 2 hours later someone finally us and told us they didn't know when they would get a technician out. Been on hold for over an hour again this morning. Still no heat and now out pipes are frozen. With I would have went with AB May for our home warranty.

6 years ago

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Gaylon Ray Texas City, TX

After the initial contact it has been impossible to contact the company to go to the next step of replacement of the appliance. I was on hold for hours each tine I tried to get some information. My situation makes it almost impossible to sit and wait on the phone. Also on the policy being sold to he, it was stated most claims are paid in 48 hours on average. Not in my case obviously . Carry on Gaylon Ray

6 years ago

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carla helton Hurricane, WV

Bad service and the worst customer service it is possible to have. Can't get through for a min of 30 min and then they lie to you. Will not refund my money for double payment. Is that a sort of fraud? Or just theft. Paid over $500 for things they said was not covered but would not give me a receipt or itemized anything to prove it did not get done..

6 years ago

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Tara Koizumi Covington, KY

Call associates do not have the training for problem solving. Speaking with a supervisor is next to impossible. The contractors are thieves and not BBB accredited. We had AHS several years and customer service has taken a major fail. Holding time is over an hour to speak with a human. We are getting another home warranty due to the terrible customer service and the contractors they choose. I do not know what has happened... But they need major a improvement in everything

6 years ago

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Phillip lujan-fowlie Rio Rancho, NM

It's impossible to get to a car. Phone hold times are ridiculous. They got rid of their chat support. They don't hold up to their cash out promise. I had bought a new fan because mine fell off my ceiling and when the guys came to fix it they called AHS and they said if I pay the guy cash then AHS will reimburse me. It's going on 4 months now and I have not seen my reimbursement. Then they want me to continue to pay my premiums. No I have not paid them because they lied to me. I even paid the $75.00 co pay. I got ripped off by them. I would not recommend them at all.

6 years ago

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Tracey Richardson, TX

I have tried to call customer service on 2 different issues and waited on hold for over 45 minutes only to be cut off. There is no option in their website to leave a review. When you go there it only gives you the 1800 number that you wait for an hour for help. My claim was partially denied and I missed the call 2 days after a plumber came out to explain the claim. It took 2 additional calls with 30 + minutes of wait time on hold to talk to someone to explain why it was denied. This is unacceptable service

6 years ago

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Lauren St Louis, MO

The company is way in over their head. A wait time of 30 minutes minimum and 2 hours max? Then an associate tells me to call back because she can’t access my files?? Then I get hung up on?? Literally a joke. It’s either pay 75 or stay in hold for hours... this may work for some but after reading reviews you are unlikely to gain future clients. I had to go off on a poor employee just to get my point across and get my heater fixed in the freezing cold weather. So sad.

6 years ago

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Vonza Thompson Los Gatos, CA

AHS provider said my furnace was not accessible so could not be replaced. A local provider (not an AHS provider) said of course it could and replaced it quickly and expertly. I received a very small payment from AHS. My toilet is leaking and the AHS provider said he could not do it because it has an older, now not allowed in California, part and cannot put in a newer toilet that is legal because that would be an upgrade which AHS does not allow. Conclusion AHS is not a good deal unless you have a new tract type on flat easily to access from a city street.

6 years ago

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Tina Knapp Howell, MI

If zero stars was an option you would get negative zero stars. Your reps are rude and condescending. One even hung up on me when I asked for a second opinion on the plumber you had sent out. Absolute garbage. Every single review I read about this company also says that they have issues actually getting any work completed. What exactly are we paying for when you send out less than qualifies vendors that deny there is an issue and just days later there is a larger issue that could have been corrected before it was more costly a repair. Garbage.

6 years ago

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Christina Eldridge Crescent City, CA

The service company they sent us were wonderful - the service man & the receptionist worked hard to resolve our issues. ASH itself was less than stellar - we (both the service people and us as consumers) spent over an hour on hold each time we tried to call - wrong parts had been sent - took about 6 weeks from start to finish to fix our fridge.

6 years ago

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Ivy Lubbock, TX

The delivery of our microwave took forever. Phone call to follow up the microwave took a long time because many called at the same time I guess. Whoever their delivery company In our place needs to be changed.

6 years ago

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Anthony Miller Chicago, IL

One hour wait time no matter when you call. I have had 4 things break in the last 2 years and nothing has EVER been actually repair only I'm still charged $125 each time. I have a dryer that they said was not covered because of water damage. I have another dryer that they said MUST be the same since it was in the same vicinity and never came back. I have a range in which someone called once but since has never returned a call and of course 1 hour wait to try to get them. They take your money but your appliances DO NOT get fixed.

6 years ago

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Loretta Rutherford Lubbock, TX

The service is great - automated or personal. The businesses they contract with have been top-notch!! Always satisfied!

6 years ago

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Jennifer Porter Novato, CA

I requested a plumbing service, no call for 4 days. I was without hot water the entire time. Plumber showed up, gave his recommendations AHS denied the claim, I have had water heater problems since. I tried to contact AHS for resolution and was on hold for over an hour multiple times! I requested to have my service fee refunded for breach of contract, I was denied and again put on hold, unable to speak with anyone!

6 years ago

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Troy Landreneau Iowa, LA

Sent in a request for hood repair on 12/12/2017 and as of 12/27/17 still have not had a contractor assigned to fix my problem. When I called I stayed on hold for 45 minutes and all she said was they were working on it. This is the second time I had this problem, I have only used them twice, so I do not recommend them at all. Their service is not user friendly. They push you to buy the plan then it is nearly impossible to talk to anyone once you pay for it.

6 years ago

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Richard R Williams Asheville, NC

Good service for 3 years. Beginning in 2017, wait times calling customer service have been disgraceful...30" and beyond. I stayed on the line until I had to do something important, like breathe. Made contact once to recommend a service company in my area. Customer service woman I spoke with after waiting for 30" told me they were understaffed and that long wait times were the norm. Signed up with Choice home warranty. Lower annual fee, service call fee, replacement of older equipment included, I am able to recommend and request service companies. You may want to give Choice a try.

6 years ago

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Eduard V Danilyants Metairie, LA

Every time when I need help, AHS provide the best services. I was always completely satisfied by the way how they acted and scheduled the services.

6 years ago

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Nicholas Philyaw Riverview, FL

American Home Shield might have the worst customer service for any American Company currently today in the US. Its unbelievable the wait times just to speak to a human being. You can call at 8am EST and they prompt will say they are receiving higher than normal call times. I don't believe that, I just believe you are unprofessional and you don't consider customer service. If anyone is considering to purchase American Home Shield policy, PLEASE DON'T. THEY ARE AWFUL.

6 years ago

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JAQUELIN R KETOLA Port Orange, FL

3 weeks and still no washer! Thr 45-60 minute waits with 20% of my calls dropped. Rhude customer service agents. Cannot get resolutin for broken washer that serviceman declared unrepairable. You cannot speak to 2nd level. You cannot speak to the department that handles replacements and the cs agents will not even transfer your calls!!!! The worst customer experience ever!

6 years ago

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James Ogilvie Universal City, TX

AHS IS A WISE AND WELL WORTH INVESTMENT THE SERVICE IS QUICK WITH THE LINE UP OF CONTRACTORS THAT ARE TOP NOTCH FOR YOUR REPAIR.

6 years ago

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Carolyn Quist Fort Worth, TX

I have been dealing with a broken heat pump all year. Still not fixed. Numerous companies have been recommended that couldnt even deal with the problem. The one's that came couldnt accurately determine what the problem was and this lead to further problems. It is not fixed to date. I can never get anyone on the phone to complain to but the company is quick to send me letters about what is and isnt covered. I just renewed my contract just to try and get this issue resolved. Not sure it will ever happen though.

6 years ago

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M. Moheb Laguna Niguel, CA

They try to deny claims as much as possible. When they don't deny, they get their vendors to call many of the repairs as customization so AHS doesn't have to pay for the labor. I had a water heater replaced and the AHS said the pipe to connect to the same size water heater is considered customization. I said how else is the new water heater supposed to be connected? Then the vendor charged me almost as much as the water heater to connect it to the existing pipes. They also use sub-standard and unknown vendors.

6 years ago

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Teri Ehl Midland, TX

I have been waiting since December 4th to schedule a repair. My refrigerator is leaking water and the compressor is groaning. As I write, I've been on hold for over 45 minute for the 5th time!!! It's impossible to speak with a person. I have also been messaging them thru their Facebook site. No response there since the 6th of December...although they advertise instant responses. I did contact the contractor and left my name and number on the 6th..no response from them either.

6 years ago

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Cheryl Hickam Placerville, CA

We received timely and excellent service on the repair of our garage door opener. We would not hesitate to use this provider in the future.

6 years ago

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Louis Maggi Yuma, AZ

1. never able to speak to customer service always a machine. 2. I reported that my refrigerator was not working, the repairman called and told me it would be a week before they could get to our home, tried to contact customer service could not be routed by the machine. never got refrigerator repaired.

6 years ago

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s Mt. Pleasant, SC

My home issues were resolved; however, to call in to H.S. you need to set aside a solid hour for the hold times. Be prepared to dispute additional services charges multiple times. Each dispute will take an additional hour from your day and you will likely have to call in four times before the bogus charges are removed from your account.

6 years ago

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