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

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Verified Customer

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Albert Jackson Forney, TX

Had technician out Saturday for broke AC. After tech left noticed sink was overflowing and clogged. Techician didn't check sink that AC drains into or they would have said something. This also should have been checked to try ensure won't happen again or fix.

4 years ago

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Are Brown Fort Worth, TX

They are going out of their way to not honor the contract. I have gone without air conditioning for nearly a month, on the hottest days of the year. My family was sick from the heat. The contactor came out after 3 days the first time. Claimed they could not honor the contract because there was dog urine on the outside compressor; however the outside compressor worked and is still working just fine. It is the fan motor on the unit inside of the house that is bad. First guy came out, changed the capacitor, but did not bother checking the motor. It ran for 3 hours and stopped again. A week later another company came out checked the motor, put in a new fan motor. It worked just fine for 3 days. I smelled wires burning from the unit inside and shut it off. Called AH'S for a 3rd time. This guy said I needed a new inside unit. I then hired my own outside company. They said the malfunction had nothing to do with the compressor outside, but instead the inside fan motor that had been installed was defective. I have tried to contact AH'S about this several times using the same reference number resulting in either hang ups or recording saying the request has been cancelled. I should have done my homework first. Everyone I have shared my story with said that AHS will find any kind of way not to honor the contract by doing a replacement when needed. I am retired and on a fixed income, I purchased AHS as a safety net for repairs. I've only used them twice before in the 4 years that I have been a member. I could have purchased a new unit with the money I have wasted on them. No safety net here, only got caught in The AH'S. Just waiting now for Karma to catch up with them and it will.

4 years ago

Reply from American Home Shield

Hello Are. We do hate to hear about your service experience with your air conditioning. We understand how important it is to have your air working properly. I would be happy to speak with you to address this issue further.

Jul. 19th, 2021

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Fredria C. Lewis-Hawkins Evans, GA

The technicians were professional. We have 2 units. Both were down in the beginning. The upstair unit was fixed quickly. The downstair unit was down for about a week. It is working now, but after about a week in a half, the upstair unit is not cooling. All in all, the work is good for the money. I'll just put in another issue.

4 years ago

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Gretchen Moore Collinsville, IL

Good coverage, as long as the homeowner understands how to fill out the form correctly. I don't like that if a homeowner logs an issue like "plumbing leak" to find out it's a "Plumbing stoppage", and have to pay a 2nd fee. Too much put on the homeowner to know exactly what the root cause problem is.

4 years ago

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Henry Wilson Campbell Monroe, LA

Generally speaking AHS is a good company but over the last year the quality of the local companies you use has dropped significantly. I doubt I will use the plumbing companies you select as the work is sub par and take too long to respond to the problem. I would strongly suggest you find better companies to perform the work in the Monroe area.

4 years ago

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Julie Waltrip Las Vegas, NV

Had a hiccup with our first claim. The plumber called and said that AHS wouldn't pay to fix a leak that was I. The main line. They also said AHS would just keep our money. We hired a plumber ourselves and got it taken care of. Since then we had both a/c units go out. Called AHS and it ran smooth as silk.

4 years ago

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Owner Chula Vista, CA

For so many years the repairman sent didnt speak English well, came in unmarked vehicles,no company logo or uniform. Rarely could fix problem. I stopped calling them and paid out of pocket. I was going to cancel but had plumbing issue...same or similar again. I thought this is, if I get the plumbers as past, I'm canceling. What a wonderful surprises when Roman's plumbing called, set up appt which worked with my schedule. Came on time, company vehicle and uniform. I didnt have to supply rags or anything. He was prepared. Ordered a new disposal, returned to install with schedule which allowed me to miss minimal work. Great job Roman's plumbing so I didnt cancel. Soon after had appliance issue, called and had similar wonderful experience. Perhaps American Home Shield is selecting qualified professionals who are interested in performing. Hope this type service from AHS continues. ontinues

4 years ago

Reply from American Home Shield

Hi,
I am sorry to hear about your American Home Shield experience to have the plumbing issues resolved. I would be glad to speak with you to reach a resolution.

Jul. 14th, 2021

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Patty Amato Claremont, CA

That when I need a repair, I know who to call, and that the repair is usually scheduled and completed quickly. I don't have to ask around for a dryer or heater repair person, or wonder if that person is competent and will give me a fair price

4 years ago

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Taquanda Dixon White Plains, MD

Improvement could be with customer service, not getting a new agent every time you call , possibly working with the same agent if a ID number is provided for the same issue. Wait time can be horrible or even finding a vendor to supply your area. Miss communication on canceled authorizations without the customer knowing is never a good thing. They price continues to increase annually without the customer's knowledge. They continue to try to make me pay a service call twice for the same issue days after completion or incompletion of the service.

4 years ago

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Verified Customer

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Khada Khatiwada Pittsburgh, PA

Good. Customerservice is good . Helped me immediately. Thank yiu. I Still need help . Please call me and help me to fix my ac. I love working with AHS. Definitely recommend my cousins and relatives about AHS

4 years ago

Reply from American Home Shield

Hi Khada,
Thank you for providing us with feedback about your AHS experience. We strive to provide you with fast and efficient repairs. We hope you continue to enjoy the coverage we provide!

Jul. 16th, 2021

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Richard Stearns Fishers, IN

I like the ease in which claims can be filed and the legwork of finding the companies to do the work is already done for you. That said, AHS should have an option where the home owner can pay more per month to have lower deductibles.

4 years ago

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Siraj Haque Lombard, IL

Easy to report a problem online through the website. Lots of options to choose from. Many of my appliances or other things in my home are covered. Repairs are scheduled quickly and easily. Reasonable monthly cost.

4 years ago

Reply from American Home Shield

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

Jul. 16th, 2021

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Larry Morris Lubbock, TX

Over the past 20+ years we have been extremely happy with AHS. However, our dishwasher was causing problems and one of the companies you contract with came out to work on our dishwasher. Your assigned company decided it was cheaper to replace the item than repair it but AHS said to repair it. Your assigned company came back to the house to start repairs and worked on it for several hours. After "repair" was completed we used the item ONE (1) time and had problems with it so we called AHS and you sent the repair person back out (taking apart the door to the item the place you put the cleaning detergent door would not close and lock). The repair person took the door apart several times but NEVER could get the door to lock. I called AHS to talk about this problem and the gentleman I spoke to said that we could asked for a buy out. Two days later I received a letter from "frontdoor" telling us our claim was denied. YOU HAVE TO BE KIDDING US!!!

4 years ago

Reply from American Home Shield

Hi Larry. I do hate to hear about the issues you have had with your dishwasher repair. I would be happy to speak with you and see how I may assist with resolving this matter.

Jul. 12th, 2021

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Verified Customer

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Charles Mark Mitchell Lake Ozark, MO

The A/C technician from New Vision HVAC was excellent: professional, polite, knowledgeable and prompt. When I talked to the owner a day pr two before' he was also very polite and businesslike.

4 years ago Edited January 10, 2024

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Qrashemia Johnson Dayton, OH

When they realized they couldn't fix my appliance they got back with me immediately with my options .. once I made a decision and bought a new appliance they reimbursed me immediately

4 years ago

Reply from American Home Shield

Hi Qrashemia,
thank you so much for taking the time to provide feedback about the appliance repairs. We are so delighted that you rate our service as 5 star as we strive to provide just that for all our customers. We Look forward to servicing you again soon. Best Wishes.

Jul. 9th, 2021

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Marta Jaramillo Costa Mesa, CA

It's difficult to get in touch with a person. I was charged 2 times for the same service. I had my washer serviced and when the tech left the UE is still lighting up. Did an online chat and was assured a ticket would open ... nothing happened I had to open one up again for the same service and was charged another $100 ! When the tech came he said there was nothing he could do except fix the work the previous guy did. Also, now I'm waiting for the computer board to be replaced in hopes the UE sensor doesn't stop the washer. The balancers were replaced and a water pump

4 years ago

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Carlos Castro Pflugerville, TX

Up until this month (june) i would have given AHS 5 stars. I renewed my yearly contract on june 1st & the AHS rep said he would automatically deduct my monthly premium every month. He did not do that & AHS took out the entire yearly amount on june 21st. This has put me in a VERY difficult financial situation. I called AHS on june 21st & the rep processed a SmartForm to reimburse me the money. She told me this could take up to 7 day. Well the 7th day was this past monday (june 28th) & AHS has not put my reimbursement money into my bank account. I am very upset about this whole situation. I have called everyday since monday june 28th & all the AHS reps say that the reimbursement process has gone ok on their end. I don't believe this, something is wrong because as of today (june 30th) i still don't have my money in my bank account. I've tried to talk to a supervisor of the AHS rep but the rep says i can't talk to them which is ridiculous & really pissed me off. I just don't know what else to say about this situation except it sucks. I thought i had my yearly contract renewal updated when i called on june 1st to only have my monthly premium automatically deducted from my bank account on the 18th of each month. The AHS rep who i contacted (his name was tim) obviously didn't know what the hell he was doing as again, my whole yearly premium was deducted from my bank account. I am in dire financial stress at this time due to your GROSS oversite.

4 years ago

Reply from American Home Shield

Hi Carlos. Thank you for letting us know about the billing issue you experienced. We are very sorry to hear that this has happened. I would be happy to speak with you and assist with resolving this matter.

Jul. 12th, 2021

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Anonymous Montgomery, AL

When technicians are scheduled to come out home shield does not follow up to see if the visit has been completed. Instead you have to call to ask questions when you have not heard from the technician in a timely manner. Customers spends resources with American homeshield & not the technicians. Also when the job is complete a lot of times no work has actually been done but instead you are receiving advice if no work is done the customer should be refunded

4 years ago

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Nidhish Mohun San Jose, CA

They started off at 5 Star in identifying problem and placing replacement. Then they cancelled the replacement order for some silly reason. Then was surprised with excellent service of fixing the problem by one "Joel". Final delivery was good but for a dent on the back side of the fridge. We accepted since it was not visible on placement.

4 years ago

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Ali Deerfield, IL

AHS is great in non-emergency situations. But when emergencies happen, especially on weekends, it's a cumbersome process to get the emergency situations resolved immediately. If you have an emergency, you are sometimes on your own.

4 years ago

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Diana Leoncio Bellflower, CA

Customer service was very courteous and helpful. The technician arrived within the designated time frame. He was very knowledgeable and was able to fix my plumbing issues in no time.

4 years ago

Reply from American Home Shield

Hi Diana,
thank you so much for taking the time to provide feedback about the plumbing issue. We are so delighted that you rate our service as 5 star as we strive to provide just that for all our customers. We Look forward to servicing you again soon. Best Wishes.

Jul. 9th, 2021

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Daniel Moseler Hillsboro, OR

We purchased an older home with this warranty and continued this service after initial coverage. It has proven very useful in obtaining services in an otherwise tight service environment.

4 years ago

Reply from American Home Shield

We really appreciate you taking the time to share your rating with us. We are so happy to hear we have been able to take care of your repair needs. We look forward to servicing you again soon.

Jul. 6th, 2021

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Verified Customer

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Karen Cunningham Mishawaka, IN

Every experience I've had with American Home Shield has been a pleasant one. Responded to problems have been quick and favorable. Every one I've dealt with has been helpful and pleasant.

4 years ago

Reply from American Home Shield

Good morning Karen,

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

Jul. 7th, 2021

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Verified Customer

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Diane Brehm Mesa, AZ

Home Shield has always been responsive when I've called with a problem, however , my experience with Next Day Air has been a problem with communication . I will call & explain .

4 years ago

Reply from American Home Shield

Hi Diane. Thank you for your positive rating. We are here to address your concerns and look forward to speaking with you regarding Next Day Air. Thank you for choosing AHS as your home warranty company.

Jul. 7th, 2021

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Karen Benton, IL

I've been an AHS customer for over 20 years. Customer service is a horrible experience now. The last couple times I've called, the wait time is over an hour. If things go smoothly and the repairperson responds, things go pretty well.

4 years ago

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Verified Customer

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Sarah Thousand Oaks, CA

Responsible and prompt service. Mostly experts come review problem and find out the problem exactly and fix it well in a short time. I think the technicians sent from here are qualified this and

4 years ago

Reply from American Home Shield

Hi Sarah,
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!

Jul. 7th, 2021

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Verified Customer

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Courtney Egerton Tyrone, GA

Quick and easy. I would definitely recommend to all my family and friends. Has been a lifesaver. This is my first time buying a re-sale home and it been the best investment I could've made.

4 years ago

Reply from American Home Shield

Hi Courtney. One of our main goals is to provide prompt and reliable service that our members can count on. We are so excited to hear about how quick and easy your service experience has been. Thank you for choosing and recoommending AHS.

Jul. 7th, 2021

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Mike Haase Papillion, NE

Contractors have been really good through the service requests. Easy to make service requests. But trying to contact AHS for anything else is near impossible. Website is terrible if you need any help or want to contact a representative.

4 years ago

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Wayne G. Jones Jonesboro, GA

Had service in previous years and service for me and my family have on improved, with new and same professional, consistent service. Best provider to date based on my peers and other home owners.

4 years ago

Reply from American Home Shield

Hi Wayne. It is so good to hear that you have been pleased with the service we provide. We value your opinion and feedback. We will continue to strive to provide you with reliable and consistent service.

Jun. 29th, 2021

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Susan Yardley Vagnino Saint Louis, MO

We have a large home and a rental property. I don't have to worry about appliance repairs costing an arm and a leg. We've used them for over 10 years. They replaced a dishwasher after a repeat repair wasn't effective.

4 years ago

Reply from American Home Shield

Hi Susan. Thank you for the positive review. We strive to take the hassle out of home repairs and we are so excited that we have been able to take care of your repair needs. Thank you for trusting AHS.

Jun. 29th, 2021

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Stephanie Leach Nevada, TX

We have had nothing but great experiences with AHS. We have had our first claim that requires a product replacement and it has been so easy!! It is worth every penny and more!

4 years ago

Reply from American Home Shield

Hi Stephanie. We are so happy to hear that you have had great experiences and that your replacement was taken care of. We can't wait to provide you with a great experience again in the future. Thank you for being a valued member of AHS.

Jun. 29th, 2021

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Sandra Picot Columbia, MD

Several weeks ago, I had a problem with my garage door. There were several mistakes made: inability of agent to understand the problem, cancellations of repair companies either with them, not me and vice versa. It almost one week. Agents would not allow me to talk with a supervisor. Finally, I called Fred J. They gave me a tip that resulted in my being able to fix the problem myself.

4 years ago

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Susan Holste Chandler, AZ

I understand the value of this service, but the length of time to get things resolved can be frustrating. For instance, it is now June 24 and we have not had a working refrigerator since February 6. Our problem is that we have a built-in refrigerator. It would be too expensive to replace under their guidelines, but fixing it is proving to difficult a job.

4 years ago

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Verified Customer

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Stacy Harris Saint Louis, MO

American Home Shield has provided prompt customer service each time I have need of service. The vendors/contractors they use have knowledge of the repairs I have needed in the past.

4 years ago

Reply from American Home Shield

Thank you, Stacy, for taking time to let us know how we are doing and that you have been pleased with the venors. We understand how important it is to provide dependale service to our members. We are so happy that we have been able to do that for you.

Jun. 29th, 2021

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Robert Dielvendorf Farmington, MN

It is very easy to file a claim and schedule service. The contractors they use are top notch. The only reason for not giving them 5 stars is that the amount they will authorize for replacement of a major appliance (ex. Furnace, AC) is only sufficient to cover an entry level product.

4 years ago

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Verified Customer

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Pamela Reeves Colorado Springs, CO

I like having the peace of mind. Another great thing about American Home Shield is their customer service. Anytime I need to contact their support team, everyone is responsive and helpful.

4 years ago Edited January 10, 2024

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John Deen Henderson, NV

We've been reassuring for three weeks for a call about the status of our work order. I've called three times to both AHS and Accent Air fir an update. Each said they were waiting on the other to contact them. Today Ascent said that AHS asked them for approval too replace our A/C compressor. Accent said they had responded three times. I called AHS again and he found where Accent had responded twice, I believe. The AHS person said that he thought the authorizing office is considering the request and would respond within 48 hours. At that time AHS will contact us. This is the first time we've had such trouble getting anything completed.

4 years ago

Reply from American Home Shield

Hi John,
I hate to hear about your most recent service experience to have the air conditioner system repaired and the lack of follow-up. I would be glad to speak with you to get the issues resolved.

Jul. 14th, 2021

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Verified Customer

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Jesse Zepeda Sanger, CA

The monthly price for coverage has gone up every year since I started and the service company they sent out to service my refrigerator was very unprofessional. They did help me purchase an new refrigerator that couldn't be fixed and the company they sent out to fix my AC were able to fix it right away.

4 years ago

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Verified Customer

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Kathleen Shaffer Burbank, CA

When I called, I was questioned about the precise problem with my refrigerator. We even did a video chat that was able to help provide more specific details about my refrigerator.

4 years ago

Reply from American Home Shield

Hi Kathleen,
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!

Jul. 2nd, 2021

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Verified Customer

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Janet Strother Spring, TX

There have been a couple small things they would not cover that I thought they should, but overall they have responded promptly to my requests for service and have sent very competent, professional contractors to provide the needed service.

4 years ago

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Verified Customer

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Javonne Walker Concord, CA

I was told that my refrigerator couldn't be fix, I was told to call my home warranty. I was told Sears was going to delivery a new refrigerator in 48hr to 72 hrs I wait. NOTHING i call back on hold for ever, this person transfer me to the replacement dept. I was then told i should have received a email explaining my options. The first person I talked to should have explain the process.

4 years ago

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David Wallace Jr Surprise, AZ

Always friendly but they don't get that in AZ you have to have AC...thats all we have and it goes out every summer and they just get people to badge it up and sometimes it takes a few days to get here! At 115, not acceptable. Other services have always been great.

4 years ago

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Deborah Benner Jacksonville, NC

My last few experiences with customer service was horrendous. I do not appreciate having to communicate with people whom I cannot understand and who cannot understand me, or being put on hold for well over 30 minutes without checking to see if I am alright any to apologize for waiting that long or scheduling a contractor that isn't a member of the BBB and is not listed anywhere as a contractor and has been sued by half of the area I live. It took almost 3 days to get a contractor that was requested when I became a member several years ago. Last year my air unit went up and athe contractor that was scheduled wasn't the one that was supposed to come to my home instead this person did not turn off the power to the unit and fell up against it knocking other parts inside of the unit which caused copper wiring to touch and blowing up the wiring. He then drained the freon and replaced the wiring without telling me he did so and instead of taking responsibility as everyone makes mistakes he told his company that there was a leak in the lines which there wasn't and charged me 450.00 I finally got in touch with a US rep who contacted them and they told the rep a completely different story but they weren't told the truth. I was told to stop payment that cost me 60.00. The contractor continued to harass me and even once came to my home. I continued to call AHS and they told me not to worry about it. Finally after 7 months of being harassed I had enough and the legal dept was contacted. It actually got worse before getting better. It was a horrible experience. If the contractor requested on my account would have been contacted that wouldn't have happened. Then this past time took 4 more days than it should. I have been with AHS for many years and have paid my bill on time for all of those years. I have asked for very little but for good customer service but unfortunately have not received it.

4 years ago

Reply from American Home Shield

Hi Deborah,
I am sorry to hear about your American Home Shield experience to have the air conditioner issues resolved. I would be glad to speak with you to reach a resolution.

Jul. 14th, 2021

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Verified Customer

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Felix Figueroa Iii

The initial inquiry for a technician to come out was easy. The company that came to install the hood vent could not do so due to an outlet issue. Issue was fixed but I had to call various numbers to get another technician out. Wait times over 30 min.

4 years ago

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Verified Customer

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Geri Johnston East Stroudsburg, PA

They were efficient about helping me with my issue. The plumber who came to my house was knowledgeable , professional and efficient. Integrity was the name of the company and I would recommend them highly, also professional

4 years ago

Reply from American Home Shield

Hi Geri,
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!

Jul. 1st, 2021

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Verified Customer

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Aleo K Foday Las Vegas, NV

I placed at least five calls with them, they were able to resolve them. But work order for the kitchen faucet and instant hot faucets took about three months. However, it was finally replaced with less quality faucets.

4 years ago

Reply from American Home Shield

Hi Aleo,
thank you so much for taking the time to provide feedback. We are so delighted that you rate our service as 5 star as we strive to provide just that for all our customers. We Look forward to servicing you again soon. Best Wishes.

Jul. 6th, 2021

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Verified Customer

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Bruce Nadreau Sanford, FL

They do what they advertise. Appliance service protection at an affordable price and they send out trained technicians that know what they're doing and get the job done right.

4 years ago

Reply from American Home Shield

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

Jul. 6th, 2021

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Verified Customer

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Christine Hansen Columbus, GA

American Home Shield is great about getting a service provider to you but slow to approve work that needs to be done including replacing an air conditioner compressor. My elderly mother lives with me and suffering with 90 degree temperatures for an undetermined length of time because the service provider cannot even order the replacement compressor till approved by AHS is unacceptable.

4 years ago

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Verified Customer

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Darnell Mccurdy Memphis, TN

As a Real Estate Agent, I have been recommending AHS. My clients are satisfied with the service. I am a contract holder as well, and having the coverage helps me sleep better.

4 years ago

Reply from American Home Shield

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

Jul. 7th, 2021

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Verified Customer

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Araceli Linden, CA

Outstanding service! The Contractor was very knowledgeable of what he was doing. Explained the job with clarity. Easy to understand and follow. I was very satisfied with the service that was provided and would recommend American Home Shield to my friends.

4 years ago

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