American Home Shield: Read 34,890 User Reviews From Real Homeowners

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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.

7 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..

7 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.

7 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.

7 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.

7 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.

7 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.

7 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.

7 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.

7 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.

7 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

7 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..

7 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

7 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.

7 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

7 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.

7 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.

7 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.

7 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.

7 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.

7 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.

7 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!

7 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!

7 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.

7 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.

7 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.

8 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.

8 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!

8 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.

8 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.

8 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.

8 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.

8 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.

8 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.

8 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.

8 years ago

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Donee Lee Washington, DC

Love the changes. Not having to pay for anything until the work/project is done is awesome. This way you can evaluate the work that was done.

8 years ago

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Jennifer Vermillera

The repair guy was a not well educated about his field. It took them iver 2 minths to repair a microwave. The repair guy fir the pipe behind our washer, different people, has had to come back to refix gis silution to the problem.

8 years ago

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Mike Southlake, TX

I'm truly surprised by all the glowing AHS Reviews. I guess I'm one of the unlucky few that has had to make multiple follow-up calls regarding resolution status with an outstanding home repair. I fully also understand peak call coverage requires some wait time, but for the record on the 3 times I've called AHS, there's been an avg. of 20-30 wait time/call. I sure hope this level a wait time is NOT the new norm for AHS. I greatly appreciate the opportunity to express my frustration, so AHS can effectively address this chronic call wait time issue.

8 years ago

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Joshua Wheelock Austin, TX

WORST business experience Ive evern encountered in my entire life. This company is HORRIBLE. I will be so glad when my term is up and I can find someone else! You will wait on hold an hour to speak to anyone about anything...every time. Then whoever you finally speak with will probably not be able to or not know how to do anything you need. Once these idiots finally figure out what to do, it takes them an rediculous amount of time to get it done. I hope the whole operation goes bankrupt. Too bad 1 star is the lowest rating available.

8 years ago

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Deborah Gunaca McKinney, TX

Plumber came out said the faucet was leaking, not covered. Neighbor came over said is was the rubber tube from the dishwasher to the disposal. He replace it. Leak gone. Called AMS to get my money back. Agent said a supervisor would call me back in 48 hours. Never happened. Still trying to contact supervisor with no luck. Thanks a lot for being loyal to your customers. I will not recommend AMS to anyone. Signed a customer of 11 years.

8 years ago

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MICHAEL FLYE Lakeland, FL

It has been almost a month and they have failed to deliver on the simplest warranty issues. They only is the phone quickly in sales if you call in for warranty problems expect wait at least an hour on hold. Regardless of the brand for quality of your appliance they will only replace with low-grade GE. This company is the worst of the worst in home warranty plans .

8 years ago

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Mildred Cardona Tampa, FL

Paid the policy for over 10 years. First service call I had to fight to get my money back. Second and last call, it was not cover because it was not normal wearing tare. The providers used seemed to be not reliable. The first time it took over five days, I did it in five hours. The second one did not return as promised. I had to call both American Home Shield and the provider to find out what was going on.

8 years ago

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Shakisha Lindsay Philadelphia, PA

The plumber unclogged my sink very fast. He made sure to call before he came and he was very professional. I will definitely recommend to others.

8 years ago

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Jessica Erickson Altoona, IA

I have been attempting to contact their customer support line for over 2 hours now to get a basic breakdown of what my repairs will cost me and what is/is not covered. After over 2 hours of being on hold, I finally got a real customer service rep on the phone. Information was given, account was looked up, but after 2 minutes of being on the phone, the rep, with no warning sent me back to the automated main menu only to get put on hold AGAIN for over an hour! I have had some bad customer service before but this definitely is topping the charts for horrible service!

8 years ago

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Daniel M Roy League City, TX

Fairly good as long as the contractor they select for you is OK. Make sure you do not have an electric problem, the guys they select ("Safe electric") are incompetent and dishonest looking at any excuse NOT to fix your problem.

8 years ago

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ben spears Fairfield, OH

Recently had to have ice maker on refridgerator repaired, service was scheduled in a timely manor and service was done to my satisfaction.

8 years ago

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Nansa Sheriff Atlanta, GA

Great company to work with. The reps are always friendly and helpful. I can usually get my problems resloved after a matter of days.

8 years ago

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Joan Quarrie Raleigh, NC

Worst service I ever had. Denied authorization of items that were supposed to be repaired according to contract. Never got a return call from them to indicate why my service was denied only calls that were made were by me no one from this service ever call me back even unto this day.

8 years ago

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dana diehlman Goshen, KY

We have waited over three months to have the same issue resolved. Either they don't follow or the vendor that they chose doesn't follow through. We have to wait an hour on hold for customer service only to get the runaround and absolutely NO help. Each representative we have spoken to has told us a different story. My advice is chose another company!!

8 years ago

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Suzy Abington, PA

The wait time for calls to AHS are 45min to an hour ... that is ridiculous ! I had a problem with my tankless hot water heater I had to make a change in the company because the first company was not qualified to work on the hot water heater . The second company finally got the job done but it took almost a month for my hot water heater to be repaired . It was really a nightmare ! I never remember AHS having such poor quality and customer service

8 years ago

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