American Home Shield Reviews

One situation and the response was quickly, the professional person they sent was exactly what I was looking for. He address and corrected my problem. The first time I called was an issue of removing one old washer and connecting a new one. That was in January and I wish I would have gotten the same person to schedule, but he said they could not schedule it. There was no explanation for it except no. As a result I had to hire a dishonest plumber who cheated me on price and stated he did more than he did. I disputed his work with the credit card company, he lost and now is threatening me that he is turning me over to collections when he paid half of his cheating request. I only would like to know why I got a refusal from American Shield, and I am not through with the other man’s threats. This could have ended differently.

Because they are very Best at what they do most of the time, sometimes the contractors they send to us need to be really checked out. We were tricked by once into making a purchase ourselves for over $5200 When we should have just said no, we will let AHS do the purchasing, but the contractors were fast talker and offered us a deal that only caused us heartaches, headaches etc. into buying a new Air condition/heater, our old one could not be repaired it was well over 12 years old. We spent $5200 that we should not have paid for. So we have to let AHS to investigate the contractors they send to us. Some of the vendors are out to rob the system. AHS is really a great company - Been with them over 20 years..

They were very quick to respond to the issue(s) we had. The first contractor they sent out just was not up to the task and could not finish the needed work. After I contacted them anout this they profusely appologized and immediately sent out a second contractor who fixed the problem in a fraction of the time the first contractor took on his failed attempt. I am sure that the first contractor will never be called on again by AHS, and that is just as it should be. I do not fault AHS for the failure on the first attempt. They worked with us 100% and we are more than satisfied with the result.

Still working out some kinks closing out our contract  (as it is a process). We got this home warranty because a friend recommended it she has had a great experience with them.We encountered various problems and for several months it was a very distressing, frustrating situation;  finally we got in contact with an excellent  E-Service Supervisor, Tara has been very  empathetic and an employee with a high degree of professionalism.  Tara did apologize for the miscommunication and  explained that the home warranty will not always fit all consumer needs, it didn't work for us, however we have heard great reviews. Tara is still working on our contract and she promised that we will receive a refund when this is complete: A grand total of $574.99. What feedback would you give the company directly? Recommended Strategies to AHS to improve Customer relationship management Turn Mistakes Into Unforgettable Experiences: It shows people how much your company really cares about costumers, and it really takes the people  by surprise in a pleasant way. Provide Fast, Convenient Customer SupportWhen consumers encounter a problem with your services they expect you to offer a fairly quickly, decent response. Think about it – people today don’t have a lot of free time. Thus, having to spend even half an hour on dealing with customer support can seriously harm customer satisfaction levels. The best thing a company can do to offer them great customer support is to “value their time.” Offer Omnichannel SupportHow easy is it for your customers to contact you? One of the most common complaints is that getting in touch with support – particularly a real, live person. Consumers nowadays use multiple channels and devices to shop around to ensure the customer has a seamless experience no matter the channel they use.Your strategy should cover:Email supportPhone supportLive chat supportSocial media support (the exact platform/platforms your customers use) Focus on Common Complaints & Provide SolutionsThis is something your management team should primarily handle. The idea is for them to take a really close look at your customers’ feedback, and identify the main 3 common, recurring complaints people have. What recommendations would you give others who are considering this company? Recommendations for new customers ... Questions to Ask About Coverage Before you buy a home warranty, consider how comfortable you are with the answers to these queries. How much will this warranty cost? The answer depends on the kind of plan you buy and the provider you choose.  In addition to the cost of the plan, there are additional expenses. If you have a problem with an appliance or system, even one that's covered, you’ll have to make a copayment when the contractor comes in to do the work.  Am I clear about what the warranty covers? Be sure to read the terms and conditions carefully. Sometimes, if your appliance breaks under certain circumstances —that allows the provider to deny coverage of the item. Will this plan repair or replace a broken item? Most home warranties explain that if a repair is considered too expensive, the provider might offer to replace the broken item instead. Some home warranty companies may give you only the depreciated value, requiring you to pay the difference out of pocket to get the same model you had before.

Customer Service & Professionalism. We were extremely impressed with the display of determination that HomeShield gave our family in completing the service to our A/C Unit especially given the heat at the time. The Tech was very trained as he was able ti repair the problem is a fast and efficient time. The customer service we received from both HomeShield and the Contracter was impeccable. With 5 children and a Grandbaby my wife and i were pleased to have experienced the treatment we received. It was a pleasant experience and we will reference and refer HomeShield to all our family and friends. Thanks again.

I have been with American Home Shield for about 7 years. They completely had my washing machine rebuild, new tub new everything, six months later the door latch and could not be replaced. So they bought me a brand new washer! A couple of years ago late at night my H Vac system tarted to put out propane fumes on a very cold night. I was able to get someone one the phone, she as me to hold and a few minutes later she came back on line to say the only person she could get out was about 2 hours away but that he was on the way. The system could not be repaired so they called me to say my new system was being shipped that day and would arrive within 4 days! Even the person that had originally came out was shocked at that awesome service. America Home Shield has also replaced my double oven and my microwave! You can put a work order in lat at night on line and the next morning a service company is calling to set up a convenient time to come to my home!

Quick Response. This is my second full year. Prior when I bought my first house part of the deal was them providing a decent home warranty company. Despite two inspections 30 days after I moved in the HVAC unit died on a snowstorm. I tried to go through my home warranty and not only was I not able to speak to anybody they made it very clear with their automated response via online, that I would be Serviced in the next 1 to 2 weeks. At the time I had a child under the age of one and a parent over the age of 60 staying with me with no heat. I ended up having to go outside them and find a company that was willing to come out to service my unit. When I found out that the unit needed to be replaced I try to contact the home warranty company again finally received a live person. Explained what happened and gave them the reference receipts of me trying to get a hold of them. They were adamant that they would take care of it but I would have to wait almost 2 weeks for somebody to come out and re-investigate the results that there’s a reputable HVAC company had already given. It was then I decided that I would not use them ever again considering it was no exceptions there was no emergency response other than the answers that I received. Thank God I have not really been in such a similar situation since, but anytime that I have had to use My home warranty with American Home Shield, the online responsiveness is amazing. There’s no need for multiple questions for clarity because it’s given right up front. I get email confirmations and text confirmations from them and immediately from whoever they dispatched my ticket to. I don’t think I waited more than 30 minutes before they called to schedule an appointment to come out. And when I came out they were prompt professional and was able to resolve the issues or in some cases educate me being a new homeowner so I would not make the same mistake again. It’s worth every penny.

I would rate AHS five Stars for many reasons. First, was the quality of the vendors who responded to our need to repair/replace or 15 year old refrigerator. Prompt, professional, knowledgeable and friendly. The first technician saw the need for two parts which he ordered. Our rep from AHS, Megan, assured me that she would follow-up on that order and expedite it as quickly as possible. After those parts were installed, the real problem emerged; a defective "motherboard." The technician quickly checked its availability and found that it was no longer available. Once again, Megan stepped in and contacted the replacement department at AHS so that we could be reimbursed for a replacement refrigerator of a similar nature. Megan was amazing. She often checked back with me to see how things were going and even offered to pay for a small refrigerator until ours was repaired or replaced. Her kind, professional demeanor was much appreciated. Customer service like that, especially today, is often a rare commodity. I strongly recommend this company for all home warranty issues. Thank you, AHS. While it was unfortunate to be without a fridge for a few days, I feel like we gained a few new friends along the way not to mention a beautiful new refrigerator!

At first, I was beginning to think that I had made a mistake paying for this home warranty every month. I was having an air conditioning problem during an unusually record breaking heat wave in Tucson Arizona. The first company that was sent to me was no help. I then called American Home multiple times to get my system fixed after I went through multiple days with temperatures at 89 degrees which is unbearable to live in and sleep in. I kept getting a different agent each time I called including one that I could hear a rooster crowing in the background. I really wondered what type of company this was until Wendy from Iowa answered! She personally took my problem as her very own. She became my 1 point of contact. She quickly called and coordinated between another reputable air conditioning company and a wonderful electrician. She called me multiple times to follow up on my problem. She had empathy and great understanding for what I was going through especially being quarantined in a house that felt like a sauna. She is my hero! And I hope that she will be recognized for her attention to detail, and bringing the personal touch back in between the customer and the company. Bill Richard's was the electrician that came out expediently and even came back out a second time all on his own to try and fix the problem. He was amazing! Lastly, Smart Choice heating and cooling was very professional! The technician was on time and came first thing in the morning. But none of this would have happened without Wendy orchestrating all of it! If I could, I would give them all a reward and a hug!! From a 22 year Veteran United States Airforce.

American Home Shield has been a wonderful company to work with. I have several properties and use their services several times a year. It is easy to make appointments and the services are performed in a timely fashion not like other similar programs offered by other companies. AHS coverage is far more extensive that other plans I have used and other plans I have evaluated. It is easy to reach a person if you have questions. Their online interface is also easy to use and one of the easiest to understand. I think AHS policies are the best plans on the market and I would strongly recommend them.

I have been very disappointed in my service this year. As a longtime customer, i feel the level of service has gone down hill. I also find it interesting that after a claim and complaints my rates get hiked up.

AHS is not able to dispatch a qualified HVAC service to fix or condemn my through-the-wall heat pump. This 12000 BTU per hour unit is not cooling and when your assigned contractors call, they tell me they cannot work on through the wall units of this size. Please fix it some other way, probably by replacing it because it's old.

Irrational assessment by authorization; Repeated explanation by contractor still declined the refrigerator trouble shooting or cash-out; clearly deliberate effort to NOT pay for the service/replacemnt of the refrigerator. I’ll lodge a formal complaint both with AHS and BBB.

I have had a horrendous experience. One or more of your employees have been complicit in defrauding me by concluding without basis that I misused an appliance. Not only is there no evidence of that but there is affirmative evidence that employees made defamatory statements. I will be reporting this to appropriate authorities.

Charging me with the dispatch fee before letting me if the item is covered or not based on my contract. Despite the fact I had provided all necessary description and model number and type of the item on my service request form.

AHS is the worst company I have ever done business with. It took them over a month to fix my washer, and they outsource their customer service to India. I have already canceled my contract. They also lack a proper management team, relying only on an escalation team based in India.

This feedback is with regard to service request that failed to be handled in manner needed. Customer had NO HOT WATER for almost 2 WEEKS. Customer pays for “Premium” policy and when requests for remedy and expedited service were made for health of our family the response was “sorry”. Unacceptable and completely dissatisfied.

I would say I never had a problem with the services, the company”s that came out did the job!! No complaints!

My AC is not working since July and you guys did not fixed it. The compressor is not compressing properly and my house will never get under 80 degrees. Compressor is running all day none stop and you guys claim that everything is good. I am already working with BBB to hopefully solve this issue.

Overall very happy with the service they provide. Not very happy with significant increase in monthly premiums in the last year or so .

Now that AHS has also bought its competitor OneGuard, they can charge whatever they want for premiums. I just saw a 50% increase in my annual renewal.

I had prior work done on my ac which was not fixed correctly. I was charged $1000 then. Now in order to get it fixed correctly it costing me another $1000. The new contractor has done an excellent job. However the prior contractor bached the job. Very disappointed in ahs for because the contractors they use are medoker at the best.

Lack of integrity and communication. Would rather pay for my appliances than ever have to deal with them again. They broke my fridge trying to fix the ice machine and it took over 2 months to get a replacement. The debacle and headaches that happened in that two months is not worth any "warranty" they offer.

I have used AHS 3-4 times in the past 10 years. Never had a problem and they are quick getting you taken care of.

AHS advertises "we'll fix it or replace it" After paying monthly member fees for about 7years i filed my first claim.. Now, after 7 months and 7 service calls and another $200 in fees, my refrigerator is still not working as it should!!

The air conditioning company was incompetent. They tried to charge me for work I didn't need. And my ac unit has a Warrenty from the manufacturer. I left American Home Sheild and hired an ac company. They found the ac Warrenty that covers parts but my ac unit didn't need the parts that Integrity Air Conditioning Service claimed I needed. Absolutely Cool Innovations, LLC

Increase in monthly payment, not worth it. If I wanted to pay $100 a month, for hassle, I'll just save it myself. Ac went out, coat $7500 and all you guys paid was $2500. I've had AHS for 10 years, and the AC for the same amount of time. Ridiculous. You wanted me to use your contractor who was charging $250 for pvc pipe that didn't need replacement.

Terrible service because of your limited number of service providers. My hot water heater failed however because the plumber did not see a flooded garage where my heater was located...he did not want to do a repair...only a replacement. The first company that was assigned to me would never even return my calls to set up an appointment because the secretary didn't have access to the 'portal'. I am glad I did not renew my contract.

Use a plumber from a neighboring state for my claim. After 2 months, 3 visits and 3 defferent “repairmen” the problem is even worse and we have given up and attempted a diy solution

My payment went up without notice. I didn't like that the Frint Door upgrade process was anything but transparent. In the past, contractors have been shoddy (not the recent one) and arrogant.

Over the last several years it went down hill. We had to buy our own washer because they gave us to someone that couldn’t speak English and said they would be there the next day, then when I called that afternoon after taking off work said it would be over a week before they could come out. The final straw was the AC unit that the first sent a couple that runs out of their home that did not fix it & when I called again they never showed so we replaced the entire unit. If I have to spend money no need in having to pay you!

Takes too long to get anything fixed, contractors that are outsourced told us that home insurance customers come last and they only prioritize their customers. Went without a fridge for over a month.

Worst company ever. Customer service is non-existent, cannot speak to someone who can provide solid information. Service providers are not competent, lie, don’t make appointment times & AHS does nothing to correct the issues. Waited over one month for broken air conditioning & they had not even diagnosed the problem. Run far away from AHS……

45 days to fix a leaking water heater in a finished basement. Absolutely terrible company. I had to clean up water every day during that time. Customer service was absolutely terrible. I called to escalate 10 times during this issue and everyone said we’ll call back in 24-48hrs. They never did. We had pay someone to watch the house while we went on vacation. Ruined my summer.

We had an appliance repair company come out as set up through American Home Shield. The individual stood and talked and Googled the issue. No real expertise was had. The only surveys from American Home Shield indicated if work was complete. During this time American Home Shield continually called to renew my policy. I tried to explain why we were not renewing and they continued to call. Horrible company that does not listen to its customers.

WORST COMPANY EVER VERY FRAUDULENT EVEN THE TECHNICIANS ALL SAY HOW THEY LIE TO CUSTOMERS NO CUSTOMER NEEDS THIS FAKE COVERAGE. AMERICAN HOMESHIELD GIVES EVERY FRAUDULENT REASON NOT TO COVER AN APPLIANCE, A SYSTEM, ETC. CANCELLED COVERAGE AND VERY HAPPY CUSTOMER SERVICE IS EXTREMELY POOR EVEN SO CALLED "SUPERVISORS" ARE VERY UNPROFESSIONAL I TALKED A FEW PEOPLE OUT OF USING THIS COMPANY I TELL EVERYONE HOW BAD THIS COMPANY IS, THAT THEY NEVER APPROVE A SERVICE CLAIM. I HAD TO SUE AHS IN CIVIL COURT. I FINALLY RECEIVED COMPENSATION. COMPANY TRUSTWORTHINESS IS BELOW ZERO!!!

American Homeshield uses a group of lazy scam artists as contractors. They come out several times and don't fix the issue. Then they say the appliance can't be fixed and want you to purchase a new one through them. Never mind trying to call them and get a rep you can understand. The whole thing is a joke and a scam. Lenders force buyers to have a warranty.

We’ve used AHS for over 10 years. We’re not happy with recent limitations on coverage. AC units, for example, are not covered as much as they used to be. Doing the math and comparing our monthly cost with the limited coverage of a new appliance and where not sure it’s worth the $125 a month.

ZERO STARS!!! The worst customer service ever -- deliberately obfuscating, frustrating, and at the most basic, ineffective. Incompetent technicians. Their contracts and practices are bait-and-switch. The company deliberately creates obstacles to resolving issues. The company should be shut down by the FTC for their dishonesty and deceptive practices. The. Worst. Ever.

I see the value in being a member and appreciated the coverage I had in the past. My low rating is from my most recent experiences and challenges I've faced getting my AC repaired. 4 + months for a resolution is unacceptable in my opinion.

For 3 long hot summer weeks...AHS cannot fix our AC unit. They keep sending different companies..but they have all different diagnostic. They want us to pay $1800 to finish the job. We just called someone else and he fixed our problem within 2 hrs for $700. We canceled our contract with them and never will sign up ..stay away from this company.

Very hard to communicate with the representatives. My experience was awful! Took took long to fix my issue which caused my refrigerator to get mold. I Asked for a supervisor several times and wasn’t granted the right. Communication with my issue was NOT logged properly for the next rep to pick up. Horrible experience all together. I do not trust American Home Shield to properly provide me the service I need during a time of need.

Company works without accountability and never lets the customer see the spreadable in righting The decitiin to cover a service is totally there devotion alone Never in more then 19 years I could not get the service company’s estimation available to me from Home Shield The service company’s that they work with can not leave a estimate to the customer They most of the time find reasons not to cover a repair and it takes very long time to get a repair done

American Home Shield need to stop using crabby contractors.

Worst customer service ever plan on getting rid of my contract and taking my business elsewhere

I am not happy over the results for Garages. They keep charging me $100 for a service fee. They keep sending the same contractor who disgnosis it incorrectly he first time they came out; they refuse to fix or send someone different. The contract states if they can't repair, they would pay the value to purchase another. When we sign the contract we didn't expect any exceptions. Thier message is to repair for give you equal value for that item so you can purchase another for a lessor cost or compatible item. I am very displeased. They same contractor will report the same thing if they can't fix it,

Timely manner, great customer service with great explanations.

Speedy service and good service too. Quality technicians

Prompt and excellent customer service and assistance!