American Home Shield Reviews

We recently bought an older home and replaced all appliances in the home but did not replace older HVAC systems - because of that, we purchase a warranty to cover those units - when we called American Home Shield we explained that and were assured that the older units would be covered. One of our two units stopped working and AHS assigned a contractor to come out - because of incorrect comments in the technicians report (which were opinions and not factual), the claim was denied. AHS is not a good-faith provider - the customer service representative that we contacted to discuss went to an obscure paragraph in our 'agreement' explaining why the claim was denied - a proof point of a comment the HVAC technician made when he left our house - he doesn't see claims paid out often "the warranty companies are in business to make money and can't afford to honor warranties for their customers - otherwise, they would be out of business".

We had an ongoing issue with our Air Conditioner and this review serves as an official history of the actual events that have transpired. We believe there is negligence on the end of American Home Shield as well as abysmal customer service leading to our home not having a working air conditioner during peak days in Texas heat (over 100 degrees several days in a row). We have 2 young children and temperatures in our home have reached over 90 degrees on multiple occasions. This all culminated in us accepting a cash out offer for the sum of $1,475 (which is not even half of what multiple vendors quoted for the repair job). The AHS vendor quoted this price to AHS and that is the cash out offer but they never did the work as they kept delaying and stating, "the part has been ordered and we are waiting for it." After waiting for over 15 days for the part and a 14 day streak of over 100 degrees in Texas resulting in over 90 degree temps in our home where our children sleep (ages 5 and 7) we had no option but to pursue a different vendor that could deliver. There were MULTIPLE vendors who had no issue completing the job within 2 days of us contacting them. We finally chose the cheapest one at a cost of $3200. Below are the facts of the issue: 1. On July 13, we suspected some kind of refrigerant leak due to our air conditioning not cooling. We opened a ticket with American Home Shield and Service One Air was dispatched. We informed Service One of our suspicion and they said they had to fill up coolant due to the home warranty policy and could NOT research any leak at that time. They said to make sure any future tickets were assigned to them (Service One Air) since they had the notes / history. 2. On August 13, after being out of town for several weeks, we arrived at a home that was not cooling. We contacted AHS and asked to have the ticket assigned to Service One air after we noticed the ticket was assigned to Roc Tex Air. AHS advised that was not possible so we proceeded as AHS suggested. This should be documented on this work request. 3. Roc Tex Air came out on August 17 and let us know there was a leak in the evaporator coil. They said they had to wait for feedback from AHS on next steps. 4. On August 18, we received an approval request for non covered items in the amount of $400. We approved this instantly and since then we have just been waiting. 5. August 18, 2023 - We called Roc Tex for an update. All they can tell us is parts ordered and no estimate. They tell us they cannot guarantee anything but it normally takes 2-7 days for this part (coil) to come in. 6. August 21, 2023 - We called Roc Tex for an update. All they can tell us is parts ordered and no estimate nor update. 7. August 21, 2023 - We call AHS to follow up and ask for help. AHS contacts Roc Tex and says the same thing, "Parts ordered, no update." 8. August 22, 2023 - We call another vendor and they let us know they have no issue getting the part and that they can come fix it within 2 days. Their quote is $3,200. 9. August 23, 2023 - We called Roc Tex for an update. All they can tell us is parts ordered and no estimate nor update. We reiterate we have had no A/C for 10 days now since reporting the issue. 10. August 23, 2023 - We call AHS and let them know we have had no A/C for 10 days and Roc Tex cannot provide an estimate. We ask for any relief. We ask if we can contact our own vendor and get reimbursed and they say we can get a cash out option (that we can choose to accept or decline) so we could get our own vendor if they can get the parts faster. We are told we will get an email within 24-48 hours with this information. 11. August 25, 2023 - No word from anyone. We call Roc Tex and get the same response of parts ordered with no estimate on when they will get them. We call AHS and ask for help and are told we need to speak with the innovations and upgrades team. I call and the agent (this time an American and not an offshore agent) is confused as I am as to why we were told to speak to them. The agent calls the owner of Roc Tex, Mark Lair, and confirms we do not need any kind of upgrade. They are just waiting on parts. I ask about the status of the cash out and the agent says we have to go back to the normal customer service staff. We do this and are again greeted with the Phillipines agents and provided no help. Initially we are told there is no cash out request in their system (something about a CIL form). Then finally the agent comes back and says she found it and that we requested it on Wednesday, August 23. She says we should hear back on Friday, August 25 on the cash out option. 12. August 28, 2023 - We have heard from no one again. I called AHS and was told they tried contacting the vendor and were not able to reach them. I was also told a supervisor call is still open and it should have happened by now. I also call Roc Tex and got the same update we have gotten since August 18 of "Parts ordered, no estimate on when it will come" 13. August 28, 2023 - We are told our cash out request was denied due to the fact that I approved the out of pocket expenses on August 18. Of course I approved those because want it fixed. I tell the agent this is not proper and they agreed and resubmitted the cash out request. 14. August 28, 2023 - I call AHS again (3rd time for the day) and finally am connected with a supervisor who transfers me to a cash in lieu department. They offer me $1475 for something that is going to cost $3200 to fix. I am glad to use your preferred vendor (roc tex) but not having air conditioning for 15 days with two young children during a Texas heat wave is unbearable. At this point I have no option but to move forward with this cash out and just pay for the difference ($1,725) out of my own pocket. We have been patient and have multiple properties on your warranty program. However, this issue leads me to seriously reconsider using you all. I have spent over 20 hours on the phone with your offshore call centers and had a home with no air conditioning from July 13, 2023 - August 29, 2023.

American Home Shield website is easy to use. AHS has a service company contact me with 1 - 2 business days. Customer service is good. The service companies sent out to my home have been great.

Good customer service most of the time. Quick turn around in assigning contractor. On several occasions the item repaired breaks again. Of course after 30 days. Then you have to pay more money to fix AGAIN! Extend your time limit to report these incidents.

I like the insurance, but I have to wait to long to get an appointment. There is no one that can come out to get my fridge working. I had to by water and ice for a month. The work is not done yet.

Up until the middle of July I was very satisfied, not satisfied with anywhere plumbing sent for problem with A/C drains being blocked. 5 weeks later ended up with water stains on ceiling.

American Home Shield is very responsive and finds the company that will help fix whatever situation you have even if it's after hours for most companies.

The auto renew of my policy increase the premium and reduced the coverage without notification. It is also very hard to get satisfactory coverage on items that should be replaced. One example (I have several) the capacitor on our 17 yr old microwave failed mulriple times but they insisted on repair. The last time it failed in September 2022 and it took 3 months for the parts to come in. Every time I called for status it was just 1 or 2 weeks out and always slipping. Finally after that 2nd repair and failure they offered a replacement but they offered a model that did not have the same features and was $250 cheaper than a comparable model. I was lucky that time and got a nice CS agent who updated the model information for the replacement. I was not so lucky with my AC this summer. I was without AC in Florida for 10 days in Aug due to their "standard processing times" and availability of their contractor. Several days it was 95 in my house. I ended up choosing another contractor to complete the work as AHS wanted to put a refurbished compressor into my 18yr old AC and I couldn't bear the thought of another experience like the microwave. The cash option was only $699. This company will torture you, low ball you, and waste your time. Not worth it!

If the home warranty companies AHS has done the best of the 3 I have tried. They make scheduling pretty easy. The hardest thing is trying to find a phone y if you need a person

I was happy with everything up until now. Made a service request for my a/c unit last week and haven't heard from anyone yet. Takes forever to talk to some one about it when I call but the deductible sure did get pulled out my account fast and I haven't even had any service done

Zero coverage on my pipe leak. Not only do I have the platinum membership monthly fee, but I had to pay the fee to AHS to have the job worker arranged. Worker said that my pipe leak would not be covered at all. That ended up being true. I had to pay for the entire job plus the fee AHS charged me to set it up. I feel like I just dumped a large amount of money down the drain. Disappointed so far in my first claim with AHS. Surprised they advertise such generous coverage but refused to pay for this repair. I would have saved over $400 just in fees if I had arranged the repair myself. Zero peace of mind so far. Not sure i’ll keep paying into the coverage if it doesn’t cover the minor repairs it claims to cover.

AHS has been providing us with fine service for over 5 or 6 years. The service folks that responded to take care of our problems have always come through.

I would choose negative stars if that was an option. The contractor AHS sent tried to scam me. AHS sent a garage door repair company to fix my garage door. After looking at the door, the repairman gave me two options, one for $995 and one for $1700 to "do it the right way." I asked him to email copies of those bids to me. He did, but seemed uncomfortable. My BS meter was flashing WARNING, WARNING! I told him I would call AHS in the a.m. as I did not think the bid was correct. He left and returned a few minutes later, letting me know that his boss "would knock off $210" if I did the repair right now. I said no thanks, I want to talk to AHS first. He tried to "hot box" me, saying he didn't think his boss would give me the discount unless I did the repair now. I called another garage door company the next morning. The repairman fixed the door in less than a minute with a small adjustment, lubed and inspected the system. $69 for all. I should not have to be wary of and protect myself against the disreputable contractors AHS sends. This is not my first bad experience with an AHS contractor. One contractor explained that the home warranty companies (not just AHS) pay so little to contractors that only the "worst of the worst" will work with them and, as a result, many will lie to customers and pad their bills so they can make some $$.

I’m once again unhappy for 2 work orders 1- leak in kitchen caused drywall in basement to come down soaked with water was told they would have someone come fix it. It is not fixed. 2-AC leaking contractor came out on Thursday 13 July stated the pipe needed to be snaked by a plumber. I called AHS and spoke to a rep who stated he had to contact the vendor to confirm he said he called.On Monday I17 July I had not heard from AHS so I called the rep female stated the same excuse as the male rep. I asked why they hadn’t heard anything the female stated they had a long wait on the phone call. I stated I would like to speak to a supervisor and was told I could not. I asked why I pay for the contract and I will be reporting her. She hung up the phone on me. I called back and had to wait for a call back same issue as the last two times I called only I explained that AHS has third party contacts if they are not doing their job why is it I’m paying the price for it. AHS should have followed up with their contractor

Did not pay for a new garage door opener citing inside was dirty. The technician assigned to the job told me when he plugged it back in it started smoking. I didn’t smell any smoke. I lined up the door sensors and it’s been fine since.

The above posted rating is based on last service request. Assigned contractor came over 3 times to fix low water output from refrigerator. They replaced valve in door during the 2nd visit, which did not fix issue. During the 3rd visit, they dismissed my claim regarding the inlet valve in the back of fridge may be the issue, telling me, "that was my opinion" and left without checking anything. The tech claimed low house water pressure was probably the issue, I disagreed. I tested my line pressure and as I suspected, it was great. A second contractor was assigned and I never rec'd a call. I purchased the valve I suspected was the issue and installed it. Water output was great. I thought this is what I pay for in a home warranty. I will be requesting my $100 deductible back and canceling my contract in favor of another home warranty service company.

Things could not have been easier with AHS when I needed a new water heater. They assigned my contractor quickly who was great to work with. Thank you American Home Shield

U dislike ahs went sky high on my monthly payments wirh no warning. Can't afford them anymore ahs is good company with immediate action on getting repairs?done though

I was able to call customer service and American Home Shield was able to send the appropriate company out to fix my issue and approve my claim within a short period of time.

It’s pretty efficient to make a request. Generally good people are sent out. I had to have someone return recently, and that was a very smooth process.

Very shortly after we put in a request, AHS has a vendor lined up and they follow up to make sure the vendor has connected with us. It's professional, seamless and thorough.

Still waiting on communication from AHS on whether they’ve ordered the part needed to fix our AC unit so we can schedule the repair with the contracting company. It’s been 3 weeks with no AC in Florida during July with 100 degrees plus on most afternoons.

The repairs were done in a timely manner and the repair man was knowledgeable and pleasant. All in all I am very happy with the American Home Shield Insurance.

I purchased and pay for a home warranty every month. My A/C is 4lbs low of R22. I was told there was a leak in the coils and that my intakes are 7 cm too small, which caused the coils to leak. Therefore my warranty wouldn’t cover it. After a second opinion, the technician believes it is highly unlikely that a vent that is slightly too small would over pressure the coils to cause them to leak. He believes the result would be the opposite. I pay every month for a home warranty to cover things in my house. I’ve have this warranty since we moved into this house. The warranty should cover this house.

We started with American Home Shield in 1991. They have proven to be very helpful over the years by sending the proper providers to address any issue.

You offered what you guaranteed. I was in the middle of the heat, power outages and busy time of year so it took a week to get the AC fixed. Not anyone’s fault.

American home shield is a good supplementary insurance if you don’t have a lot of money to fix your home, however, they do put a bandade on the problem if they can. That’s ok for some of us that just can’t afford new appliances every time they go out. They are very responsive though in fixing your problem.

It’s easy to put request in and they get back to you in a timely manner to schedule your appointments, Appointments are met soon after your scheduling

I give you a one. Your representatives barely speak English and don’t listen to what I’m asking or don’t understand what I’m asking. Your service is horrible. My washing is now broken for 4 weeks with absolutely no resolutions. One vendor came out and would not service my machine b/c the model number is worn off. Your resolution to this is send another vendor which I have been waiting for someone to schedule an appointment with for 3 days now and moving into the 4 the day with no call. I told your representatives this is a hardship on me b/c I have to go to the laundromat now and pay $9.00 per load to clean my cloths and you don’t care. I’m a family of 6 people. I have renewed my contract many times now and your services are getting worse and I just upgraded my contract??? Your services need to improve significantly.

They have comprehensive coverage plans but most include additional items that you don’t have or need, so you end up paying extra without being able to customize. Trying to get a hold of a customer service rep to actually modify your contract is impossible, they just keep bouncing you between departments. Rates increase every year. Service call fee went from $50 to $100 and annual contract price (paid monthly) has been steadily increasing each year.

American Home Shield offers home warranty plans with generously high limits on repairs and replacements plus other benefits, which are reflected in its slightly higher monthly premiums. But with flexible trade fee prices, customers are handed more control over how much they ultimately pay per month.

Not all vendor/service providers 100% reliable, some much better than others, but in general good and have solved our problems. Reallymost have been good, but the AC and pools less so. . Overall process is easy

Quick fix for something that was apparently the root of issues I’ve had for awhile. The only negative comment is the tech is obviously a smoker 😔

Whenever I approached the American Home Shield company for service related to a home repair issue, the response was very prompt and productive. Thank you!

There was a quick response to the A/C problem, ❤ it The company that was assigned was professional and timely. They were going to investigate a quote for new unit going thru ahs- never heard anything. We asked ahs also, have heard nothing. We sent in info asking for a quote on AHS a/c replacement program- never heard back.

Barring any unforseen circumstances, my repairs have always been handled in a timely manner. We've had 5 repairs in the 5 years we've been covered by AHS.

Various issues 1) pay for service call before call is even scheduled 2) Unable to communicate with service technician until he arrives on site 3) Had a service call, paid the service fee. Company came and said he had order new part and we had to wait for part to come out in. Tech comes out 1-2 weeks later and decides part does not need new part and leaves. Week goes by and appliance leaks. Several days later technician comes back and installed new part that he made is wait on but refused to install after he made us wait for it to be shipped

So far, American Home Shield has been terrible with communication. They have sent technicians to our house 3 times and that goes well, but then the follow up is non-existent. The first was just to change the locks and that went fine. The second was for a problem with our hot water and plumbing, which required $1200 in repairs. After the plumber came out and diagnosed the problem, the AHS website just said "job completed." The only way to talk to AHS is through chat and I got several different answers. It boiled down to them deciding it was a "pre-existing" problem (which we didn't know about) and therefore they wouldn't cover it, but we had to fix it anyway because we had pipes that weren't up to code, some leaking, and a problem with hot water. The third instance was a microwave that doesn't work. Again, they sent a technician right away, he diagnosed the problem and said he would order a part, and AHS listed the job as completed. After chatting with AHS, they sent him back again, and made us take out the built-in microwave ourselves (we are not young), and when he came, he said that AHS had ordered the wrong part and he couldn't fix it until he gets the right part. We still aren't sure if they are going to cover it. I would like more transparency. What is the estimate to repair/replace? Is it covered or not? That should be available right away on the website, not just "service complete". If it's not covered, then we need to know why and how much we will have to pay to fix it ourselves. I would also like a phone number to call and talk directly to a representative. The people I have chatted with are not clear in their written communication and it takes so much more time to go back and forth in writing to understand each other.

They seem to try to get someone out as soon as possible, but I do not feel as if they are actually interested in fixing the problem, rather than bandaiding it. Now the price is going up 20% after a year and limits are being set or lowered for repairs.

It's very easy to open a service request. Anytime I've had to use them, the servicing company had been very professional and has always corrected my problem.

Overall they have good coverage, but sometimes the vendors they use try to make us pay more than we should by saying it’s not normal wear and tear. Other than that, it’s a good service to have.

3D Hoover Services, LLC had to come to my house twice to repair my plumbing issues. I still have one plumbing issue open that has not to be addressed. They were supposed to be submitting an authorization request to AHS for review. I still have not heard from them or AHS about my open plumbing issue.

I've had good service. Most of my service requests are scheduled within a few days. Knock on wood, we only had one issue that was an emergency. We had to call someone ourselves due to the time frame and get reimbursed later.

AHS Denied replacing my pool heater stating that it was user issue yet every year for the past few years I have called AHS for service to the heater, replaced multiple parts and it's still considered my fault. What else can I do other than call AHS???? The fact that there is a history of repairs but it's still considered my fault is appalling. Why am I paying all this money, scheduling repairs and relying on experienced service technicians provided by AHS if I'm still going to be held accountable for things beyond my control? The heater is around 13-14 years old and was existing when I purchased the home 7 years ago but I have maintained it through AHS and they still refused to pay for my replacement. I feel this is unacceptable and I'm reconsidering if I want to continue with this company.

I have had nothing but trouble with AHS. I am a Real Estate agent with Howard Hanna Real Estate Services and recommend AHS and provide one-year warranties to clients. I also have AHS for my home and can discuss the warranty with my clients. I continuously have problems with customer service and the company’s they contract out. AHS is unreliable and non-responsive to customer's needs. My company is looking into other Home Warranty programs. AHS sent me an advertisement to have my AC checked for the summer. The company (ATR of Richmond, VA) never called me, is an hour away from my house, and use phone numbers with no called ID (which I do not answer). Then when AHS called the contractor about a month form the initial scheduled call, they wanted me to take an entire day off from work and wait for them to come (1000 AM – 400 PM) and they did not show; said they were overwhelmed and wanted me to reschedule and take another day off from work. AHS stated the advertisement they sent out to have your AC checked was only with this company and now expired. I have never received service, AHS refuses to reschedule, and I have not received a refund on my payment. I filed a complaint with the AHS Regional Mannaer and sumbitted a complaint to Howard Hanna Real Estate Services

I’m still waiting for the part. The appliance guy was here and confirmed what I told him but did not bring the part it needed. So until it’s actually fixed I can’t give a good review. Also since i pay a large monthly fee I think the service charge is way too high when I need help.

They have gotten better with the response time. However in the past they were very slow. Especially in emergency situation and when I went with alternative, I was not reimbursed. Lately they have been more responsive.

I am still waiting to resolve the issue with my refrigerator since the 5th of June. After constant persistence , I am hoping it will be resolved soon per my contract. Until, I have a fully functioning refrigerator, I am still an extremely unhappy customer.

My Technitian John was the most professional and accommodating expert I’ve encountered. He went above and beyond to answering all my questions and concerns.

As with everything in life, there is a process to go through to have things completed. AHS is no different and they follow steps to accomplish this as well.