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

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Verified Customer

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Linda H. Ramirez

I just purchased coverage with them and I have had one appliance break down. Someone was sent to repair but a part had to be ordered and the job is still not done. The 15th of September is the date for the repair to be done. The one complaint I have is that getting someone to answer when you call AHS is absolutely frustrating. I was told that my wait time would be 1 1/2 to 2 hours.

5 years ago

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Verified Customer

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Tina S. Greenville, TX

Service requests are handled quickly. If they are able issues are handled the same day of request or the following day. Every technician sent to my home has been courteous and knowledgeable regarding the problem.

5 years ago

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Verified Customer

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Ana El Paso, TX

Always need to pay out of pocket on top of the $100 fee. Phone answering take hours!!! I mean more than two hours, then they transfer me to another department, with waiting time of another 2 hours. 4 hours total in the phone to find out details of the replacement.

5 years ago

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Verified Customer

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Danny Snyder Colorado Springs, CO

We have been with only American Home Shield and it has been for many years. In the beginning getting a service call was a bit lengthy but that aspect really improved to being very fast as can be.

5 years ago

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Verified Customer

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Kathleen Tipton Tulsa, OK

Wait time on phone is insanely long. I have had been hung up on twice once the customer service rep calls back and or being on hold for an hour. I have had two different service people out to look at the refrigerator. The second servicer charged the refrigerator and it has not held charge. I have been trying to contact AHW to let them know that the service request has not been completed and tickets keep closing on this issue. I have even gone to your web site and it is not helpful or user friendly for a service e call that has not been completed.

5 years ago

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Verified Customer

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Creig Tillotson. Foley, AL

Very Satisfied with AHS ever time I have contacted they they have responded instantly. Can't ask for better than that, and the company's they have doing the repair work are also very professional.

5 years ago

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Verified Customer

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Ray Prosek Snellville, GA

I want to talk to them about this job. When working with American Home Shield on other other jobs as the stove, refrigerator, dish washer etc everything works like it supposed to do but everytime or the 4 time companies were call for HVAC issues Home Shield seems to forget who there customer is. I'm going to elaborate more on how these companies are making up modification charges and freon amounts to collect large installation dollars.

5 years ago

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Verified Customer

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stephen stucker Inman, SC

Usually Good. Have had no-shows, no call before arrival, no answer to written complaints. Service has improved over the last couple of years. They seem to have trouble keeping their site up to date, especially service history.

5 years ago

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Verified Customer

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Mary Ann Shaw Millbury, MA

i have bought the Home Warranties for most of my clients and personal for many years, and they have been one of the best companies, professional, and fast responding to home issues...

5 years ago

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Verified Customer

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S romo Van Nuys, CA

I love having the insurance but i hope the rate is gonna go up. I've used it once & a couple of months later the rate went from 42 to 58 dollars & this is the time of the covid.

5 years ago

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Verified Customer

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Frank Rausa Rockford, IL

Their automated system is very functional and does not lead you down the path of pushing numerals without any results. They are quick to schedule a vendor to resolve your problem.

5 years ago

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Verified Customer

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Pam skaltsas Valparaiso, IN

The repair people came out promptly and were very good but I wasn't aware that with my warranty I still had to pay for so much! I paid the $100 deductible, the $60 for parts and then another 500 for more work and parts- I guess I wasn't aware of the costs of everything-

5 years ago

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Verified Customer

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Rocky Walters Cedar Park, TX

Air Conditioner went out. AHS charged me $100 to have a repairman come out and and my compressor was bad. I was told I would have to pay an additional $900 as AHS does not cover the replacement of Freon or the caps. At this point I decided to purchase a new unit and it cost me over $7,000. AHS covered only $700. I was disappointed since I was already out $69 every month plus $100 for service call. So that is like I got $531 actually towards the cost of the new A/C unit. I just felt like the price for parts and labor on the compressor was more than i was given. So they maybe good on other appliances, this particular situation I was not happy with.

5 years ago

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Verified Customer

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Aubrey Stephenson Goshen, KY

Prompt response when a problem comes up. Our kitchen sink was blocked and we called when we couldn't resolve ourselves. The AHS plumber was there to fix it within 2-hours. Sink was working again quickly.

5 years ago

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Verified Customer

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Brian Turner Lumberton, TX

They don't put anything you have as a priority. We were without a working dryer for almost two months before I said screw it and bought a new one myself because they won't just replace it. They try every single part. Some of the contractors they use suck. They are not educated. I had a water heater element go bad and the guy didn't even order the right part. I finally got fed up and paid out of pocket for a plumbing company to come fix it. It took the company I called 3 hours when AHS hires a company that didn't even come out for a week. AHS just recently did an actual good job and sent someone out with some intelligence to fix my washer. Took a day. Maybe cause I posted so many bad reviews they are starting to get their act together. Their customer service is a joke. You call them and none of their employees know how to help you. It's like your talking to someone on their first day every time you call.

5 years ago

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Verified Customer

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Comel Tiller San Antonio, TX

They are very professional and respond to service requests within one day. When I have had an issue with a contractor they are quick to get involved to bring resolution to the problem.

5 years ago

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Verified Customer

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Charlotte Russo

AHS has been with me since my first home purchase. Some later home purchases provided me with a different provider, which always ended bad. I always switch to AHS. Now, I ask the seller to purchase AHS specifically.

5 years ago Edited January 10, 2024

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Verified Customer

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Lynn Taylor Williamston, NC

We've paid for 3 services from our "Systems Plan" and we've received a 5 star experience for our HVAC repair. We're waiting for an electric company to return our calls over 3 weeks, and we're working on the plumbing issues currently and have not resolved yet.

5 years ago

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Verified Customer

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Jannie Columbia, MD

I had work done in the past and I was very pleased. But at this time I am very pleased with the people and service . Waiting for two-three hours to speak to a representiive was hare but once u reach a person I was very please

5 years ago

Reply from American Home Shield

Hi Jannie,

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.

Aug. 20th, 2020

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Verified Customer

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Brinda Nair Plano, TX

I wanted to place service request to repair 2 ceiling fans in my house. I was told by the contractor that I had to call AHS to include additional fans. I called AHS and was put on hold for almost 2 hours just to let AHS know that I had an additional fan also to be added to the service call. The rep took care of this however it is frustrating to have to wait for that long just to talk to a rep for such a small thing.

5 years ago

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Verified Customer

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Eileen Neiman Tucson, AZ

Because Shashona especiallyHelped me when I had a terrible time with my air conditioner and got the ball rolling with the contractor. My house was 100° and I really needed help

5 years ago

Reply from American Home Shield

Hi Eileen, 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.

Aug. 10th, 2020

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Verified Customer

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Judith Shepard Desert Hot Springs, CA

Efficient. pleasant. Successful, and honest about the work that needed to be done. So very pleased and impressed with AHS..It was recommended by a friend! Iwill recommend as wellil

5 years ago

Reply from American Home Shield

Hi Judith, I am happy that you were happy with your experience. Although we hope there are no issues with anything in the home in the future, we are here to service you anytime you need us. Thanks for continuing your business with us. Take care!

Aug. 10th, 2020

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Verified Customer

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RaiLynn San Angelo, TX

So far the service has been timely. I did not appreciate the woman on the phone that barely spoke English because it made the conversation VERY long. Or that the hold time was over an hour 4 times but I got to leave a message and got a call in 20 minutes?!

5 years ago

Reply from American Home Shield

Hi Railynn, I want to start by saying that I do apologize for the extensive hold time and would like to inform you that you can reach out to American Home Shield via chat for efficient service and no hold time. Chat agents are typically available from 7am-7pm.

Aug. 13th, 2020

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Verified Customer

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Pam Norris Mesa, AZ

Most of the companies that they have doing your repairs have owners/managers that are not professional in the way they conduct business. They don't call back, employees don't show up when they are supposed to and they don't even call to let you know that they are not coming or are late. You have to stay on hold for days to get a rep. from AHS. Don't even try!!!

5 years ago

Reply from American Home Shield

Hello Pam, Thanks for being a loyal customer and for sharing your experience with us. We are working to improve our process and we apologize for any issues you experienced along the way.

Aug. 13th, 2020

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Verified Customer

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Kelly Phoenix, AZ

I have only had 1 issue with them and covering a repair. It had to do with a slab leak. It didn't do enough damage to get them to pay for the complete plumbing issue.... leak happened 3 weeks later..... and they again only wanted to patch. So we ended up paying a lot of money out. But every other time it's been great!

5 years ago

Reply from American Home Shield

Hi Kelly, Thanks for being a loyal customer and for sharing your experience with us. We are working to improve our process and we apologize for any issues you experienced along the way. Your malfunction will always be our priority. We look forward to our continued business together.

Aug. 12th, 2020

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Verified Customer

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Lamont Taylor Las Vegas, NV

Great service, On time, customer service was helpful with all the questions I had to ask. The service department was on time and repaired the issue I had with no issues afterwards.

5 years ago

Reply from American Home Shield

Hi Lamont, Thank you for providing us with feedback about your American Home Shield experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

Aug. 4th, 2020

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Verified Customer

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Brenda Snipes Abingdon, MD

The wait time to talk to someone when getting a replacement appliance is way too long. I spent over 4 hours one day and then another 4 hours to let them know I would take the appliance offered. The women I spoke to were very nice and knowledgeable. No problem with the reps, just the wait times were ridiculous. I have a job too and for me to be on hold that or anybody something needs to be done there.

5 years ago

Reply from American Home Shield

Hi Brenda, Thanks for being a loyal customer and for sharing your experience with us. We are working to improve our process and we apologize for any issues you experienced along the way. We look forward to our continued business together.

Aug. 4th, 2020

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Verified Customer

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Whitney Newport Lake Worth, FL

Helpful. Sometimes the customer service rep isn't the friendliest. We were recommended a company for our AC because it went out and it was a 5 day wait in the middle of a FL summer. I wish they would check how busy a company is first. I called them back and they found a different company to come the same day. But we lost a whole day trying to coordinate.

5 years ago

Reply from American Home Shield

Hello Whitney, Thanks for being a loyal customer and for sharing your experience with us. We are working to improve our process and we apologize for any issues you experienced along the way. Your malfunction will always be our priority. We look forward to our continued business together.

Aug. 5th, 2020

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Verified Customer

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Maggie Walker Matteson, IL

Contact is swift and professional . My last service was above and beyond. A thorough check of all related parts of the garage door was made and necessary repairs and or replacement completed.

5 years ago

Reply from American Home Shield

Hi Maggie,
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.

Aug. 6th, 2020

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Verified Customer

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Brenda Macrenaris Tucker, GA

They always came to my aid .I feel like I am well protected. The only problem I have is calling them on the phone . I always have one hour hold time. If I used the web site it immediate.

5 years ago

Reply from American Home Shield

Hi Brenda,
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.

Aug. 6th, 2020

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Verified Customer

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Christy Thom Las Vegas, NV

After 5 years of doing business with American Home Shield and paying $40, $45, 50 per month and $125 each service call plus $700+ for uncovered Freon I am finally fed up with how they handle customer service. #1 - the first assigned "pro" is ALWAYS ALWAYS ALWAYS the worst. Our A/C has needed repairs 2xs during our contract. Both times, our first "pro" wasn't able to get to us for 4 days. 100 degree weather with no air for 4 days is unacceptable. #2 - When the "pro" does come they NEVER fix the problem in the first visit much less the first day or two days after having identified the issue. If you file a claim get ready for the process to tie up at least week and hours of waiting on hold. #3 - Hours of waiting on hold! The website is fabulous for filling the claim but after that everything requires hours of wait times to get a human to get a resolution - like why hasnt my pro called me yet.... #4 - The "pros" they use work the system hence multiple visits. They know they can bill the warranty company out the yin yang for simple stupid fixes like a leaking faucet. The last go round I had with them went like this... Day One: Filed claim was assigned a "pro" Air Pro Masters. Day two - left a message for the pro to schedule an appt. Day three - on hold for two hours with AHS to get a different "pro" magically Air Pro Masters can now schedule an appt. Day Five is when my appt is scheduled between 9a-1p. 1p comes around and no pro. I call Air Pro - they apologize and say the plumber will be out he is just late but I am his next stop. Shocker... he never showed. Day Six - Plumber calls at 9a says scheduling didnt tell him about our appt. Okay whatever. He shows up. I will spare you the gory details - in a nutshell he cant fix one problem until we rip out our master shower so he can diagnose it, the guest bath tub he doesnt have the part for and the outdoor faucets he replaces. I paid $125 for him to do $15 minutes of faucet replacement. So now he needs a new part and will come back to at least fix the guest bath. Cant come until Saturday and the appt is between 8a-1p (we are now 10 days into a 15 minute fix). Plumber comes back Saturday, still doesnt have scopes or any type of diagnosis equipment for the master shower - still wants us to tear out walls AND here is the real kicker.... DOESNT have the right part for the guest shower!!! Thats right! Wasted ANOTHER trip, WASTED my Saturday morning because after a 4 day wait he didn't get the right part because my delta faucet is an old model. At this point I had enough. Called AHS on Monday waited 2 hours, got a call back rep said she would get Air Pro to submit their diagnosis so I could have a new contractor. Guess what... you guessed correct - NO RESPONSE. I called the next day, got a different rep, he tried to do the same thing and said if I wanted a different pro it would be another service charge of $125. Ummm NO! I requested a supervisor. He said because of COVID I would have to get a call back. Again ... no call back from AHS but low and behold I did get a call from Air Pro stating the part would be in on Saturday and my plumber would call to schedule time. WHAT... no! Done, done, done... I told Air Pro i no longer wish to do business with them and have canceled my AHS contract.

5 years ago

Reply from American Home Shield

Hello Christy, Thanks for sharing your experience. I hate to hear you were not totally satisfied with your overall experience with us. I have sent a private message to you regarding your request. Please respond to that message at your earliest convenience.

Aug. 4th, 2020

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Verified Customer

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Kami Richter Denver, CO

They are amazing for everything BUT air conditioners. They fail to cover anything and it still costs you hundreds if not, THOUSANDS of dollars to replace/repair. If you aren't going to cover something fully, just don't cover it. Otherwise you rely on your service and in the end, have to spend tons of money and time without a unit. And of course that is always the middle of summer.

5 years ago

Reply from American Home Shield

Hello Kami, Thanks for being a loyal customer and for sharing your experience with us. We are working to improve our process and we apologize for any issues you experienced along the way. Taking care of our customers is the main goal here at American Home Shield. Please continue to share your experiences with us and we will continue to strive to meet your needs.

Aug. 5th, 2020

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Verified Customer

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Bonny Widodo The Colony, TX

They came to fix our kitchen's faucet in timely manner. Their HVAC contractor fixed the AC issue which was needed Freon but AHS only covers $10/lb and our units needed 3 lb which the contractor charges $80/lb. So we ended up paying $210.

5 years ago

Reply from American Home Shield

Hi Bonny,
We appreciate your feedback about the repairs completed.

Aug. 6th, 2020

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Verified Customer

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Hiram Sanders

Issues that I have had have been taken care of very quickly, customer service staff have been very nice, and contractors have been very professional and on time, GREAT EXPERIENCE SO FAR!!

5 years ago

Reply from American Home Shield

Hi Hiram,
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. 28th, 2020

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Verified Customer

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Dr. Dave

Had no issues until my A/C stopped working. For the prior week, temps were in the 90's and forecasted to stay the same. It was acceptable to them that I had to wait 7 days for an "approved" technician. Although I have been with them for over 15 years, I cancelled my renewal and purchased a contract with a company that allows me to choose ANY licensed and insured A/C company.

5 years ago

Reply from American Home Shield

Hello Dr. Dave, Thanks for being a loyal customer and for sharing your experience with us. We are working to improve our process and we apologize for any issues you experienced along the way.
I have sent a private message with contact information for further assistance.

Jul. 28th, 2020

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Verified Customer

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Wes Mattingly

The first time I needed the service back in January they were right on it. This last time (July) the service was terribly slow and I had to push to process myself. It took me two days just to get the service company assigned (the same ones used previously) an I had to call them myself. Customer Service was nearly nonexistent requiring an hour phone wait no hold twice. The chat works better on the website, but what happened to people. And don't try to tell me it's because of the virus.

5 years ago

Reply from American Home Shield

Hello Wes, Thanks for sharing your experience. I hate to hear you were not totally satisfied with your overall experience with us. I have sent a private message to you regarding your request. Please respond to that message at your earliest convenience.

Jul. 28th, 2020

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Verified Customer

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Sherita Oliney

They really are a professional business that stand by their word to repair or replace our broken household items and send qualified expert techicians to produce quality results.

5 years ago

Reply from American Home Shield

Hi Sherita,
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. 28th, 2020

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Verified Customer

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Sherry Mabry

They are right on top of things. They find someone that gets your problem fixed within 48 hours. I had to use them twice - 1st time was 48 hours and 2nd time was same day! Very pleased with American Home Shield.

5 years ago

Reply from American Home Shield

Hello Sherry, 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. 28th, 2020

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Verified Customer

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Robert Reese

Courteous, efficient & follow up. I think my response is sufficient & it's a little irritating you have requirement for a character count. The would rate this portion of the survey as ridiculous.

5 years ago

Reply from American Home Shield

Hi Robert, 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. 28th, 2020

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Verified Customer

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Jonathan Walter

We asked the seller of our new house to include in the sale. We have used our home warranty twice and each experience was very speedy. The technicians arrived on time and were friendly.

5 years ago

Reply from American Home Shield

Hi Jonathan, 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. 28th, 2020

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Verified Customer

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Leroy touche nunn sr.

Been with you before I never did use you I come back to you did you know I have to use you so I really can't say I have to wait and see how this goes best way to find out if we can have a good relationship

5 years ago

Reply from American Home Shield

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

Jul. 28th, 2020

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Verified Customer

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Debra and Henry Trimble

Because the first people that they sent her to work on my Air Conditioner we're very incompetent and miss diagnose the problem and will try to charge us 1000 and $600 for a part not a new unit but a part but when I talk to home see if they told us it was for Brandoll unit so I think that there was some deception with US air and we never want them to come back to our home again

5 years ago

Reply from American Home Shield

Hello Debra and Henry, I certainly hate to hear that you have received less than satisfactory service. I will follow up with you as soon as possible in an effort to assist with unresolved issues. I have sent a private message with contact information for further assistance.

Jul. 24th, 2020

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Verified Customer

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Spangler

response, but I wonder if they would actually replace a system covered under contract or just place a bandaid to keep it limping along. I have insurance with a company who has replace a roof at a fraction of what I have paid, but to date I have paid $2400, I have not had anywhere near that in replacemtn costs, so the house coverage is ahead for my case in terms of profit and not in my favor.

5 years ago

Reply from American Home Shield

Hi Spangler,
Thank you for updating us about your experience.

Jul. 29th, 2020

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Verified Customer

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Kathy T.

So comforting knowing AHS has my back, protecting me from unpleasant surprises. My AC quit last month and within just a couple hours, literally, they had it up and running again!

5 years ago

Reply from American Home Shield

Hi Kathy,
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. 22nd, 2020

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Verified Customer

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Collin Rawles

Because I had to do a follow up call to get the second part of the repair done. The first rep I talked didn't do what he said he would so I had to call the repair shop myself to coordinate it. The second rep did follow up and got the repair completed.

5 years ago

Reply from American Home Shield

Hi Collin,
We appreciate you sharing your feedback!

Jul. 28th, 2020

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Verified Customer

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Vince

It has a system they seem to always come through takes a few minutes on the phone on line doesnâ€™t work for me they. Gould have more people that are knowledge to get the ball rolling

5 years ago

Reply from American Home Shield

Hi Vince,
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. 22nd, 2020

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Verified Customer

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William

When I need service they always on time I needed service they always on time the company they send out always on time and give good service and give good advice to prevent any futher problems

5 years ago

Reply from American Home Shield

Hi William,
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. 22nd, 2020

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Verified Customer

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Rennae Ward

I would have rated higher if not for the delay in my latest service. Also when I called from my phone , (because your site was down), I was told the wait was 39 minutes. When then called using my husbandâ€™s phone a few minutes later, I got right in.

5 years ago

Reply from American Home Shield

Hi Rennae,
Thank you for your feedback!

Jul. 27th, 2020

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Verified Customer

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Stephen

Good company and have had them for years. Would give 5 stars but they seem to like to always fix old appliances that sometimes need to be replaced. Took three fixes on our refrigerator before replacing it. Dishwasher is old and falling apart on outside but works good after couple fixes on inside. They won't repair/replace cosmetic issues.

5 years ago

Reply from American Home Shield

Hi Stephen,
We appreciate your feedback!

Jul. 28th, 2020

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Verified Customer

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Fred Psyk Westmont, IL

I've needed their service around a dozen times and every time my problem has been solved satisfactorily. And I have been very pleased with the quality and knowledge of the individuals sent by them.

5 years ago

Reply from American Home Shield

Hi Fred,
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, 2020

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