American Home Shield: Read 34,902 User Reviews From Real Homeowners

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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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Sandra Osdoba Memphis, TN

My experiences have been terrible.The last time I called, I was on hold for 45 minutes and then after the lady answered, she disconnected me and never called me back. I am being billed for a recall and even contacted the company through Facebook and y’all told me you have a long line of people to respond to. I have another issue and it will never be taken care of .

8 years ago

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H E Gardner Blythewood, SC

I recommend American Home Shield because what they advertise is true; no hidden fees. The repairman is knowledge and efficient. H E Gardner

8 years ago

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Bill Geiger Belleview, FL

Very happy with "Patrick" our plumber that arrived right on time and quickly fixed the problems . Had everything on his truck .

8 years ago

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Tereasa Waldorf, MD

I am a single parent and just purchased a home. I wanted the ease of knowing that if something breaks down, I have a back up plan. American Home Shield does this for me.

8 years ago

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GRAHAM Hyattsville, MD

Waiting to speak to a representative is the absolute worst. I've called to speak to a representative at different times and on different days. The wait time has always been greater than 30 minutes and 1 hour in some instances and have even been disconnected, had to call back, only to have to start the process over again.

8 years ago

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Lee Keller, TX

We have placed 3 service calls with AHS already and all were denied even though it was covered in the contract. We then conducted an independent verification which we video recorded where AHS had said our main line was cracked and the video showed no cracks. When calling AHS to discuss this with a supervisor I was constantly told a supervisor would reach out in 1-2 days. After placing several calls I have all but given up. Horrible customer service, horrible warranty and a totally dishonest company that is even willing to fasely deny claims. Look at other alternatives.

8 years ago

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Constance Clemons Austin, TX

I was very pleased with the quality and timeliness of the service! I would definitely recommend American Home Shield to every home owner,

8 years ago

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Diane Tallahassee, FL

I had a 32 year old dishwasher that needed replaced. Once I found out who to contact a new comparable one was delivered and I stashed in a timely manner v

8 years ago

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Jay Placentia, CA

Repairmen came to my house and in addition to the fixed service charge, they asked for more cash to fix the problem even though it was covered under warranty. They could not explain why they were asking for $200 more! Whereas, they reported to the office that I denied the service. THAT was a lie. And I had to shell out $100 as the service fee for getting fraudulent quote and erroneous reporting.

8 years ago

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Bill Baehr East Stroudsburg, PA

The worst company I ever dealt with. It's now 2 and a half weeks since my furnace stopped working. They sent out a contractor 2 weeks ago, to investigate. He said he has to contact America Home Shield which he never did. After many days and hours trying to get thru to AHS all I get is a run around. If "my call is very important to them" why isn't my furnace fixed???

8 years ago

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Irene Pasadena, CA

I've constantly had the worst customer service experience with AHS. You have to wait over an hour to speak to customer service. Recently had situation where I paid service fee to vendor who did plumbing repair they were great. AHS continued to bill for service fee even after acknowledging fee was paid at time of service. It took 4 phone calls each time on hold for at least an hour.

8 years ago

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Renee Figliozzi Round Rock, TX

I am a property manager with multiple properties with multiple contract with AHS. AHS does not have a web site for property managers to file maintenance requests for tenants, therefore, I need to call in and be place on hold. Each time my hold time averages about 1 hour. Today, I waited for 2 hours only to be met by a rude representative. Additionally, my tenants have to wait about 48 hours for a contractor to call them to set an appointment. The service with this company is below average and I would not recommend them to any one!

8 years ago

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April Bell Frisco, TX

Horrible. If I cooul d give a 0 I would. 30-90 minute hold time just to speak with someone, no supervisor available for escalations, was told 24-48hr turnaround time was never contacted, sent inexperience tech's who appeared to be on drugs, work order wasn't submitted at time of call, was promised my service fee would be waived and it wzsnt,agents fail to document account. Poor customer service, 0 empathy or urgency. read the contract and be aware of compliance codes and out of pocket expenses. It's a rip off of your manufacture warranty has expired.

8 years ago

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Tracey Michelson Highland Park, IL

AMERICAN HOME SHIELD IS NO HELP! DO NOT USE THEM!!!!!!! I was on hold 4 times for over 50 minutes! I stayed home for 3 days from work waiting for deliveries/workmen, WHICH NEVER CAME! I feel like they don't value their customers time AT ALL! IT HAS BEEN OVER A MONTH SINCE I HAVE HAD A WORKING DISHWASHER AND OVEN!!!!!!!! The contracted people they work worth told me they spoke with my husband- WHICH WAS A LIE! We paid a year in advance for these services and THEY ARE USELESS! I called to speak to a supervisor and still no response. I am simply outraged!

8 years ago

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Sharon Colleyville, TX

I called American Home Shield and within a few hours was called by the company of my choice and they were her the next day and all was fixed.

8 years ago

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Sonja North Las Vegas, NV

I needed to speak with AHS customer service and was on hold for over an hour on 3 different occasions. I still never spoke to any representative, I contacted them via social media because they have no other email listed on their website, they said the would get back to me and I am still waiting. This is week 3. I had to go outside the company to get satisfaction. So unfair when I have paid for service. Automation is excellent but sometimes a person needs a real rep. Your customer service this time was awful.

8 years ago

Reply from American Home Shield

Hi Sonja,
Thank you for bringing this to our attention. We’re sorry to hear about the delay in service you have experienced. I would be glad to speak with you and get the issues resolved.

May. 24th, 2021

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Dennis Shober Helena, MT

Lengthy process. On hold at least two times for over 35 minutes. Help is not knowledgeable. Can't transfer calls. Can't talk to same person. Each person tells you something different. what they tell you doesn't happen. Not happy.

8 years ago

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Charlene San Antonio, TX

Extremely bad service. Contacted the company several time on PREVIOUS issue and never heard a word back. Each time you called you had to tell the story again and the problem never got solved, no mater you talked to the front line representative, the supervisor or the manager. It seemed the company did not care. Disappointed. Wish there was way to give them ZERO stars.

8 years ago

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BOB MILLER Granbury, TX

AHS NEEDS BETTER PHONE SERVICE I HAVE CALLED 5 TIMES SHORTEST TIME ON HOLD 47 MINUTES. THE FIRST REPAIR THE COMPANY THAT CAME OUT DID'NT COMPLETE REPAIRS 2ND TIME THEY CAME OUT THEY DID A PARTIAL REPAIR. THE 3RD TIME THEY SENT A GREAT COMPANY THAT TOOK CARE OF ALL MY NEEDS

8 years ago

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Gretchen New Orleans, LA

They promptly followed up with an air conditioner replacement when mine failed in my first house, in the summer in Louisiana. Much appreciated.

8 years ago

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R Lakewood, CA

Horrible co and incompetent vendors. Total of 8 days to fix a water heater element (15 min job). After 2 days they finally showed up. It worked for one day and it took them 4 days to come and fix their screw up. AHS has made it impossible to get hold of any one to complain. No emails, and at least a 60-90 minute on the phone to talk to someone who cannot do anything and clueless. Not even an apology. Avoid these people if you can. I wish there was an option for zero star option.

8 years ago Edited September 14, 2021

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Tamera Best Chesapeake, VA

I initiated service call in June, but did not receive completion of services until August! Too much back and forth between AHS and contractor regarding approval of equipment and costs

8 years ago

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Michelle Wu

Friendly customer service representative. Waiting time is extremely long. 40 minutes. Hope this can be resolved. Then scale will go up to 10. Excellent.

8 years ago

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LeeAnne Goldsmith Owensboro, KY

On hold over 7 hours with multiple calls. My original service was cancelled by AHS since they couldn't get a vendor out to me within their allowed timeframe. It was 7 weeks between my original request and the service repair appointment - for a refrigerator. Lost all my food in the meantime. Sad experience with AHS. Used to be a good company - have had them 10 years but see no reason to continue. Giving them all that money each month for them to do nothing seems like a waste. I'll be better off putting my monthly fee into savings and buying/fixing my own appliances.

8 years ago

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Jeff Barber

Worst customer service ever, but the big one is that they don't cover what they say they will. AHS usually has a contractor that they have in their back pocket. They will come out a make some kind of excuse why AHS, won't cover it. These guys used to be good, something in the last couple of years has taken them off course. i deal with over a million dollars in real estate and these guys would never be allowed in my house again. Buyer beware.

8 years ago

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elizabeth roth Greensboro, NC

Almost impossible to get human being on telephone. If you have to, might be best to try calling in the middle of the night. Once you get a person on the phone, they're great, but is major issue getting to that point. Have been with them since 1996, this is the first year it's been an issue, but it's been bad enough to consider cancelling service.

8 years ago

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Donald Higgs

Great company to have for a home warranty. Have been very pleased with the quick response and help we get. Happy with the services provided.

8 years ago

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ks Spring, TX

Customer service passed me back and forth for 3 weeks, NEVER got a straight answer as to what the issue was, and NO ONE from the authorization department would return my calls even when they said they would or were emailed to call me back by customer service. Ended up calling the third party myself and paying for the repair out of pocket without the $75 dollar charge being applied to the service. Asked for a refund and was told by one agent they would refund and another said they wouldn't, AGAIN NO ONE could give me a straight answer.

8 years ago

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Dennis franco

Too many occasions that I have contacted customer service regarding service and billing inaccuracy. I am still waiting for the charge to drop that I have paid. Customer service do not see what other CS reps write on my account or the reps completely do not make notes on my account regarding any conversation that were discussed. Additionally the contractor that are being dispatch are real bad about contacting the customers and are always having to move services out

8 years ago

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Sherri Beckham Roswell, NM

I like having the warranty on my appliances, but I don't like that they replace your appliances with a lower quality appliance and when you have to call, you will typically be on hold for almost an hour.

8 years ago

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Christopher Lucas Houston, TX

The process is very slow. If you try to call for Service you will spend over an hour on hold before getting a rep. You can file a claim online, which is much quicker. Unfortunately the website has very poor service tracking, leaving you with more questions and back on hold for an hour. My microwave needed to be replaced, the time frame from placing a Service call to getting a functioning appliance was 5 weeks. Not acceptable for me.

8 years ago

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Kyle West Richland, WA

Seems like a scam at times they make you wait over an hour to talk to them. On the phone. They are hoping you give up and hang up the phone. Service companies they use are difficult to get a hold of as well you have no choice but to wait them out and put up with there unwillingness to to do AHS work. Took over a month to fix our AC this Summer had to use 3 different vendors to get it fixed correctly. Was over 100 degrees that month with no AC but AHS didn't seem to see the urgency to get if fixed in a timely manner.

8 years ago

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Bonnie Ryder Universal City, CA

Horrible experience with my AC issue. Every time we would get a negative diagnosis they would make us get another opinion until it was their favor. No AC for 2 months during 100-118 degree heat and displaced out of our home. Most of the time they just blew us off and Timothy H couldn't care less about his customers!!! Sent a lot of correspondence, emails, fed ex, etc and nothing!!

8 years ago

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LaTonya Barnes Irving, TX

I had my winter A/C maintenance done by Cote's mechanical. They always do a great job. The people that work for them are courteous ans prodessional.

8 years ago

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Jeff Kontos

I called after our last service, 2 months ago. Never received a call back. Called in a claim on our pool and was told we could expect a call from the pool company in 24 to 48 hours. After 5 days with no call we did get a new company. Paid the $75 service call per our contract. When they finished the job I was told there was a $275 balance. When I questioned it I was told it was for materials. A 6inch scrap piece of PVC and some glue. When I refused to pay them he said someone from AHS was supposed to call me. Never happened. Between the crappy coverage and hidden charges we cancelled.

8 years ago

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Arthur Pedroza Lamesa, TX

Easy to work with. Product was serviced in excellent time. When cooling units couldn’t be repaired they were replaced. Excellent service by A1.

8 years ago

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Elizabeth Berlanga

When I called to cancel because I was dissatisfied with customer service and there promise to fix what was covered under my warranty. Imposible to reach anyone. I had to dispute the contractors decision not to fix an attic fan because it had been “tampered with” when he only spent two seconds (not kidding or exaggerating) in the attic. He didn’t even touch it. What a hassle never fixed my water heater they send people to look at it but never fix or replace it. Don’t know what I’m paying for.

8 years ago

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George Mettling

First warranty company we scheduled never showed up. 2nd company basically stated since you are a home warranty person we just fit you in whenever is good for us. I tried to call AHS multiple times and waited on hold more than 30 minutes each time never getting ahold of anyone. The only I was able to reach someone was through the chat feature on my computer. Less than impressed with my first warranty claim.

8 years ago

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