American Home Shield: Read 34,871 User Reviews From Real Homeowners

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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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Sarah Carrington San Antonio, TX

My experience with American Home Shield so far has not been that good. I was disappointed with the process of the on-line request for service and not being able to talk to a live person on the phone. Also the limited selection of companies available to come service the problem seemed limited and there was no way to communicate with AHS to get a different company. Just overall not a good experience.

8 years ago

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Ricardo Santander

So, American Home Shield has sent a technician 5 or 6 times to repair a problem on my fridge and so far were unable to fix the problem. I have called several times, last time after 30 minutes waiting on the phone, finally somebody answered the phone, but was not able to solve my problem (she wanted to charge me for another service call, not knowing what is the procedure for an existing issue) so she just hang up on me. AHS is by far the worst company I had to deal in regards to service...... WORST.

8 years ago

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KaLeigh Herron Chicago, IL

I had a claim from June 9 to Sept 12 for Central AC. They approved to replace, install dropped off unit and did a no call no show for 2 weeks! AHS did not sympathize with me. I could not escalate the issue no one return calls as promised except I customer service rep and after many complaints they did not approve $1200! And want me to pay $1200 for an install in Sept. I do not recommend this warranty company. I had them for 5 yrs and when I had something needing replace this is the service I received

8 years ago

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Kari Ardalan Washington, DC

WORST company ever to deal with. Waited on hold over an hour to discuss my account for the 2nd time. Decided to cancel since their service is terrible and despite saying you can cancel anytime I was charged $120 to cancel both accounts. I WILL NEVER be returning and will post this everywhere to ensure people know what they are getting into. Longest hold times of any company, poor contractors that come to the house, several times where they charged me double for service visits and having to wait on hold to get those rectified as waiting 90 days to get my money back.

8 years ago

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Bridgett Hart TX

I have requested several service request from AHS. They collect my $100 and then send out a contractor who can NEVER fix the issue. Then the contractor calls AHS and they say the issue would not be covered. I am very dissatisfied with AHS. I would not recommend them to anyone. Save you $100 each month and spend it on a professional that will come to you home and fix your issue the first time.

8 years ago

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Beverly Turner Katy, TX

I had been living in a 17 year old house for the last 8 years. I had a leaky pipe attached to my shower. They refused coverage because they said it was not normal wear and tear because the original plumbing was done badly. I explained that I had been there for 8 years and this was the first time it leaked. They still refused. They are the nightmare company that will take your money but find an excuse not to fix.

8 years ago

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Major G Dayton, OH

I had this company for over seven years. My dishwasher had a leak and required a replacement. First, I had difficult time working with AHS customer service ...impossible to get a call thru..always busy....kept me on hold for over an hour. It took me over 30 days to get a replacement. I recommend saving your money for a rainy day. I dropped them soon after getting my dishwasher installed.

8 years ago

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Jeffrey S Mews New Tazewell, TN

I am still trying to get a dishwasher repaired with my initial claim requesting service on 5/25/17. I've made several, more the 15, attempts to contact the assigned technician, and no return call. Today alone I as on hold for 1 hour and 42 minutes before I spoke to someone at AHS. Inot the last month I've been on hold in excess of one hours only to be disconnected.

8 years ago

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John Brack

I called Home Shield as was on hold for 2 1/2 hours before someone answered my call so I could report that my two unit central air was out. I was assured that they would contact a repair company to arrange a service call as temp is in the 90s. Have still not heard anything back for two days. Called again today and after being on hold for 1/2 hour representative who took my call disconnected me, I am now back on hold and it's been 40 minutes. They have no customer service, I would never recommend this company.

8 years ago

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Nicole Nichols Sadler, TX

Been trying to get my water heater valve fixed for 6 weeks . The repair company showed up took my money and never came back. He cashed the check on May 30th today is July 5th. Have called American Home Shield about five times and he says he is coming then needs a part then went out of town or he didn't answer and they did a recall.. The company tells me today they have no one else on their list that can come out. Each time I call them I am on hold a minimum of 45 minutes waiting for a customer representative. Enough is enough I fired them and someone will be here tomorrow to fix it.

8 years ago

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Kim Davenport

Unfortunately this is the second time I have had to have an air conditioning unit serviced for not cooling our home. The first company that came out didn't fix it and within two months we are back to square one...90 plus degress outside and our home is at 88 degrees inside. Absolutely the worst in customer service...long hold times to explain the problem again...the first time on hold was 45 minutes....today it is 30 minutes and still no answer on the customer service line.

8 years ago

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Joe Colley

I have been a customer of American Home Shield for 10 years. Most of those years have been OK. This year is different because AHS has had to replace several expensive items (oven, cooktop, some plumbing) they decided to put my contract as non renewable or to nearly double my monthly cost. They did this without telling me. I learned about this today when I called and asked about my 2017-18 contract

8 years ago

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John

Sending people who doesn’t communicate well about the job

3 months ago

Reply from American Home Shield

Hello John,

Thank you for reaching out to us. We appreciate you taking the time to let us know about the experience you had with AHS. If you need anything please reach out to us using our email address, which is socialmedia@ahs.com. Thank you for your business.

Best regards,

Timari H.

American home shield

Aug. 29th, 2025

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Eric

American Home Shield does not cover anything on pool that is attached the salt cell, even if it electrical and related the computer. They should have a paid add-on option of this like other companies

1 year ago

Reply from American Home Shield

Dear Eric, I'd like to thank you for bringing this to our attention. I apologize for the difficulties you've been experiencing and would like to discuss this more. Feel free to contact me at bestco@ahs.com. Sincerely, Mariah

Apr. 5th, 2024

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Tom Cooper San Antonio, TX

When problems occur they give authorization right away and the vendors we choose get paid minus our deductible. We have used them for electrical and plumbing problems.

1 year ago

Reply from American Home Shield

Dear Tom, Wow! Thank you so much for the feedback. We appreciate your business. Sincerely, Mariah

Feb. 28th, 2024

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tammy merriweather Indianapolis, IN

I had American Home Shield insurance for about over 10 years. During that time. I did see a decrease in the response time and also an increase in price. I found this product, our service to be more expensive than what I needed.

1 year ago

Reply from American Home Shield

Dear Tammy, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us.

Sincerely,

Kim

Jan. 18th, 2024

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Chrome Arvada, CO

Signed up with this service, 4 months later had water heater issue, filed a claim. after 7 days with no hot water and hearing nothing back on when we could expect a technician, a phone call was placed to AHS, Wthin a few hours of the phone a contractor was scheduled, I had to call the technician myself, schedule the appointment. Which was done so for the very next day. The technician NEVER SHOWED UP, then would not answer the phone. I then reached back out to AHS and all I was able to do was leave a message. I never received a callback, absolutely no communication, worst customer service I ever experienced and after 7 days without hot water we decided to just call a local company and get the issue resolved. It was costly and for one on a fixed income, it was very hard. But had no choice. After getting the issues resoved on our own, I immediately CANCELLED this service... 3 days later we get a call from them saying they were going to get someone out right away. Then 4 days later we get a call asking to give them a second chance. This was denied and the contract was cancelled promptly. I would caution anyone looking for this type service. I would NOT recommend this one to my worst enemy.

2 years ago

Reply from American Home Shield

Dear Chrome, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Kim

Oct. 23rd, 2023

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Mandy Fresno, CA

Generally AHS was a good company but their fees went up every year and they what they covered seemed to decrease every year. They got too expensive to keep as a warranty company.

2 years ago

Reply from American Home Shield

Mandy, We appreciate the fantastic review and are glad we could be of service. If you have any further needs or questions, please reach out to us again. Sincerely, Mariah

Aug. 28th, 2023

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Colby

Bought a home with an American Home shield warranty. The A/C compressor soon went out. The warrant did fix the A/C , however it did go out again about 6 months later after the warranty expired, and I had to replace the whole system.

2 years ago

Reply from American Home Shield

Dear Colby, Thank you for taking the time to share your experience. Your feedback is important to us, it will help us ensure a better experience next time. Many Thanks, Kim

Aug. 7th, 2023

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Linda Cavallero Redding, CA

We’ve been with this company for 23 years and to be quite honest it’s been a hastle for 23 years. It’s hard to get a English speaking representative to help you. Most of the time I’ve felt that they are not understanding my “crisis” at the time. So we finally decided to get rid of that headache and chose a different company. No more headache.

2 years ago

Reply from American Home Shield

Dear Linda, I'm so sorry for the problems you've been experiencing. Please reach out to us at bestco@ahs.com so we can discuss this further. Sincerely, Kim

Jul. 5th, 2023

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Nic Mac

So, AHS. Big no for us. Our claim was denied without much of an explanation. We went back and forth on it for awhile and finally they sent someone. He was very rude and unprofessional. It cost much more than it should have. If you’re handy or close to someone that is. Save your money. No, literally. We canceled AHS and just add what would be the monthly premium + $100 to our savings account every two weeks for home sinking fund. The account grows interest all the while saving for emergencies that we can do ourself or hire someone to do.

2 years ago

Reply from American Home Shield

Nic, I'd like to thank you for bringing this to our attention. I apologize for the difficulties you've been experiencing and would like to discuss this more. Feel free to contact me at bestco@ahs.com. Sincerely, Kim

May. 30th, 2023

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Mackenzie Spears Hutchinson, KS

The worst company I have ever dealt with. We had a home warranty and our air conditioner quit working. Their tech came out and said it needed replaced told us he would not be able to do it for a week. Then disappeared. Never even heard back. We called the tech, we called the company and they couldn’t find anyone else to help us . We got outside authorization, but the company wouldn’t deal directly with AHS for a variety of reasons. AHS tried to say they would only pay $1000 for the $8000 repair. We had to record conversations, contact better business bureau, consumer affairs, and our state attorney journal. We had take out a loan to cover the cost until the attorney general started representing us and compelled them to pay us what was owed. It took us almost a whole year to get our money.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Feb. 9th, 2023

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CEDRIC BEAVERS St Louis, MO

I like the idea they did work with me on my some of my issues ....I was satisfied with them and i would recommend due to their promptness in doing all they can to address my concerns

2 years ago

Reply from American Home Shield

Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

Jan. 5th, 2023

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