American Home Shield Reviews

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.

Shortly after starting with AHS, we had the microwave oven go out. Arranging the repair was easy any the repair work was completed in a timely manner.

They brought out a top-notch repairman, and then replaced my non-working refrigerator with a new one, all within one week's time. I was very happy with the process!

I am so disappointed with American home shield. I always assumed they were a great company, now that I am a homeowner and using them I can tell you with 100 percent certainty that I would never recommend to my friends or family. I won’t write out my entire experience, but just know I have called 5 times for a water heater service. Each time there is a new issue and the dispatch mysteriously gets canceled. I’ve been assured the issue is taken care of by 5 representatives and I still do not have my water heater service even scheduled. No hot water and a 4 month baby at home, truly disgusted with this company. Be prepared for complete frustration and being constantly falsely reassured that things are taken care of.

The AHS warranty is good but some service technicians are not very thorough and I feel they are just guessing what the problems are, in my opinion AHS needs to contract reputable companies

AHS has been a great warranty company. Their customer service representatives are easy to work with and the coverage has saved me thousands of dollars in repairs.

I’m certain there are things that could be better, but the service has been wonderful for the 5yrs we have had it. It’s definitely worth the investment.

Mr. Rooters Plumbing in Abilene, TX is absolutely horrible. We've had probably 6-8 service calls to them within the last 2 years and every time we pay for things to NOT get fixed. By this time, we should have just gone outside of our AHS account and used another provider. When we've used AHS for HVAC it's been a positive experience. We implore AHS to find a different plumber partnership in Abilene.

Some major things are not covered, like my foundation, adding electrical circuits so the air conditioner and refrigerator can run at the same time, windows that are unable to open or close, etc

The company chosen by American Home Shield to perform the work didn't seem to care about the timeframe for fixing the problem. Technician showed up a week later, only to have to order a part which will take another week to deliver

Very disgusted with American Home Shield! My stove went out and after a week they sent out SEARS home repair out who are absolutely HORRIBLE. The first SEARS tech couldn't fix the stove to his best knowledge so AHS sent out a different SEARS tech. The stove repair estimated over $600 and the parts will take a month to order. I've been/will be without a stove for 6 weeks. I can't cook for my family or provide for them. I called AHS to ask if I can just get a quick replacement and they were uncooperative and disinterested in me and my family's needs. AHS customer service rep was rude and kept talking over me on the call.

I liked the response time of the service and the local company that come out in which they are professional and proficient in their specific service provided.

The fast response of the closest repair service and then the contact of the service company that completed the repair was remarkable. Part was ordered and completed quickly.

Had to replace an air conditioner coil in the last month. It cost me $2700 with coverage from AHS. The average price for a coil replacement is less than I paid in the open market. Hidden cost for permitting, new plenum (to bring unit to code, and Freon replacement.

The Best! Everyone needs American Home Shield! My fridge started beeping turns out it was a bigger issue they came out to fix and replace it with an amazing new one!!!!

AHS picked the proper company to do the work. Save me the trouble of having to call different people. I really appreciate having someone else do all of the legwork.

Most vendors are excellent. But when there is a vendor that does not do as expected, the customer is required to wait for the vendor to repeatedly mess up before the American Home Shield fixes the problem. That is very disappointing. This is the purpose of the contracted services from the beginning (intent of avoiding this type of runaround).

This is not just a bad home warranty company but possibly the worst company I have ever done business with. At this point I have spent well over 10 hours on the phone and 2 hours in a chat with customer service representatives who have clearly been trained to avoid helping the customer at all costs. We have been lied to, stolen from, had issues and equipment not just left unresolved but actually broken. As I type this email I’ve been on hold with the 7th customer service representative I’ve tried to calmly and respectfully speak with about my issue and for the 7th time they magically have no record of my other calls. After I leave this review I will be contacting the better business bureau and an attorney. Do not, for any reason, do business with this company. It is a scam!

Poor customer service can be a frustrating and disheartening experience for consumers. It is characterized by unhelpful, indifferent, or rude interactions with customer service representatives who fail to address customers' concerns or provide satisfactory solutions. Whether it's long wait times, unresponsiveness, or a lack of empathy, poor customer service undermines the trust and loyalty customers have in a company. It can leave them feeling undervalued, unheard, and compelled to seek alternatives. In an age where customer satisfaction is paramount, businesses must prioritize delivering exceptional service to build strong relationships, foster loyalty, and ultimately thrive in a competitive market.

americanhome shield contracted with A Advanced home services to do a tuneup of 3ac units.The tech was here for 15 minutes and left saying everything was fine.We started the upstairs unit after that.It failed to cool at all.I had to initiate anther sevice rquest.United air was then appointed. they did a wonderful job. But the whole process was time consuming and costly. Would like my money back for the AC tune-up which was never done.

American Home Shield and the companies they use (specifically Affordable Appliance) provide horrible customer service. The follow-up is awful. They rarely call you back when they say they will, the hold times are incredibly long when you call them, and most of the time, the people who answer the phone barely speak English and are not knowledgeable or helpful. I am currently in the process of getting a new part for my washing machine. I have been waiting for 2 weeks with no updates or follow-up from American Home Shield or Affordable Appliance. This is the norm every time I file a claim, and I am currently reviewing my contract and getting bids from other companies.

I called to get a policy on a new house and all the young lady tried to do is get the personal phone # from the new owner of my old house. I finally relented and gave an email. I got so mad I cancelled the new policy and went somewhere else. I’ll keep the policy for the second house. Thank You for the past good years. Very Respectfully, Michael L Grady

Amazing job getting the absolutely best quality company’s to come out to my home!! I’m super impressed with their efficiency and urgency! Thank you AHS! Jeannine

I've had a contract for a little over a year and I have already got several appliances repaired quickly and professionally. I'm very happy with this service

American Home Shield, had us paying a premium for years as a set aside for the day when our 30+ year old system, would need replacement. When the day came, they decided they would just patch it and leave us stuck with the majority of the repair bill along with the astronomical cost of replacing the refrigerant, that is now inordinately expensive because it is three iterations removed from the current Freon readily available for new systems. Their “Promise“ to upgrade the system when the time came was the primary reason we continued our home shield policy. In my opinion, they sought a work around so that they would not have to fulfill on their “promise” of replacement. For that reason, I will not be renewing my coverage with American Home Shield. Caveat emptor for all those thinking about buying into the illusory promise of protection that this company is peddling.

Was not happy with the washing machine service. He came and did nothing . Said it was a kinked hose. And then said the pump needed to be replaced. Did not check it or check the drain trap. Told me to order it because it should be under warranty from Maytag because our machine was only six months old. And never followed up or called back. I called Maytag. They came out and there was actually something clogged between the hose and the drain. It was a coin we waited three weeks to get this fixed because the original repair man didn’t check it, very unhappy. I still paid the $125 to get it repaired from you guys.

The service on our refrigerator was fast and efficient. The technician knew exactly what the problem was and fixed it to perfection. No issues since.

Not happy at all i’ve been getting there runaround for almost to months trying to get my hot water heater fix AHS had sent out three different companies and nothing has be done as of yet, the first company sent out GradeA plumbing is a complete scam they try to say i needed all this work done and AHS denied my claim i guess they tough i would just pay them and no question them so i had AHS send out a another company Rob’s Plumbing gentle came out very honest explained to him what was going on he inform me himself that GradeA plumbing is a ripoff they try to overcharge customer for work they don’t need moving forward Rob’s Plumbing reached out to AHS explain the situation AHS approve the work however the had to be done bye GradeA Plumbing who refused to do the work so AHS sent out a third company Relaint Plumbing gentle came out accees the situation said no problem looks like everything would be covered under warranty, Relaint Plumbing sent AHS the details and AHS is now saying i’m not covered i’ve been trying to get this issue resolved for over a month now one person says it covered another person say it’s not inspoke with a supervisor she said everything was covered that i would know i’m three days what company is coming out to fix my water heater the three has come and gone and still resolve i called back someone told i have to wait another 24hrs for them to look into i don’t know to do now i’m think about contact my lawyer to resolve this issues.

What I Didn’t like is when I signed up with the sales representative he told me if I had multiple things that break down I would only have to pay the $125 service fee when he didn’t tell me is that if something happens to my plumbing and if something happens to my refrigerator, I would have to pay two different service fees. He did not tell me that. And I’ve found out the day I had to call for service. The lady told me I had to pay two different service fees. The plumber was something different and the wash machine was something totally different and I did not like that.

The technician that came to my home was knowledgeable,quick,and knew what she was doing got my dryer fixed than worked on my ice maker it was a great experience for me

Been with them for years, love them and won’t give them up. Contractors are top notch and the ones you don’t like let them know and they won’t send them again

Very happy with overall AHS service for all our repairs and replacements. You can't go wrong choosing them for your home warranty. For us AHS has provided peace of mind.

AHS gets a contractor out to assess the problem and (hopefully) fix the problem in the matter of a few days. That saves the homeowner from looking for a contractor, their references and bargaining their costs.

Easy to talk to very prompt service and the person they sent here was very knowledgeable and polite and he showed up right on time when he said he was going to be here

Vendors selected are are very small and hard to get in contact with, cannot be used for emergency situations since service request assignment, fulfillment, and scheduling takes 24 hours. Had to pay $2k out of pocket for pipe issue that should have been covered under warranty and there is no option file for partial fund reimbursement

They replace appliances with an inferior choice compared to the appliance we originally owned. Takes extremely too much effort in the part of the customer to get things done. It is a very stressful process. Hard to get a call back from a supervisor to correct errors made. Not informed that monthly cost was rising. Difficulty understanding customer service reps.

I have been paying American home shield for over 4 years and every blue moon I had an issue that required assistance. For example a sink would “clog up “ or something. Each provider that has come has done the minimum snaked a faucet and left. No one has ever really assessed the real issue and completed the job that needed to be done to rectify the overall issue ( which I thought was their main role to provide great customer and competent service ) . The most recent provider came out and tells me I need a cut out so that he can snake my main line rather than just snaking a sink faucet that’s been clogging. But he snaked my kitchen sink anyway telling me it wouldn’t really fix the issue. I heard a loud popping noise during the snaking of the sink. after he left I notice a hole in a pipe causing leaks. I know it wasn’t there prior because I recorded a video of what the pipes looked like prior to a provider coming. Ironically there was a hole in the pipe after they snaked my kitchen sink. So then I had 2 issues instead of one ( clogging and now a hole in a pipe cause leakage which in turn causes damage to my floor, base boards, towels etc) so I call American home shield again informing them of the pipe damage/ leak and forced to create a new service request and pay ANOTHER service fee! I do it because I needed this job done because I couldn’t run water or anything anything without now water leaking everywhere. Then American home shield sends the same provider out as i requested to assess the leaking pipe. The provider comes out for the 2nd time and tell me the pipe needs to be replaced and it’s old and over 60 years old and “ repairing it won’t do anything and I’ll still have the same issue of leaking if it’s not replaced. SO I made an appointment with the provider to do a “cut out “ so they can snake and unclog the main line and called American home shield requesting that they coordinate with the provider so this leaking pipe can be replaced I was told it would be and they would work with the provider and get it replaced . Then the provider comes for a 3rd time and come in telling me he couldn’t replace it ( even though the pipe is 60 years old, clearly normal wear and tear and rusted and a hole/ opening. So the provider just does the “cut out “ that I had to pay out of pocket for ( I was quoted one price and after the job was completed I was quoted to pay a higher cost but that’s on me and a lesson learned) Moral to the story I still have a leaking pipe and the provider made it seem like my contract with American home shield wouldn’t cover a repair or replacement when he came for the 3rd time and I verified with American home shield that they would. And it looks like they put some “puddy” or something to cover the leak and that fell off as soon as they left . I still have a leaking pipe. No one has helped and I’ve called American home shield many times begging them to send a new provider out to assess again and replace this 60 year old pipe thats rusted with a hole in it that obviously can’t be repaired. I have asked to speak with a supervisor , anyone and no one has helped . I am living with buckets of water and wet towel everywhere. I’m just disappointed in my experience. I’ve been dealing with this for weeks with NO HELP I’m disappointed in my experience. You would think American home shield would immediately send a new provider out , get this pipe replaced and be done but that hasn’t happened and I keep getting the run around. Oh yea to top it off I then received an email saying the same provider assessed a whirlpool tub?! I don’t even have that! And no one assessed my bathroom. And a customer service rep told me the “ work order to repair the tub was denied” and when I explained I have no idea what they are talking about and I have a leaking pipe that needs to be repaired that’s nothing to do with a tub I was told I need to wait for someone to call me back! It’s just been a mess and I’m so disappointed. All I want is a new provider to come and replace this pipe so that I can rub water in my home for my family!

The gentleman that came out to fix the problem that Chas Roberts A/C created was very honest and quick. He did his diagnostic and got my AC working within minutes.

Very bad experience as a first time customer. New to AHS. AHS should have a list of contractors for AC and heating that do have long ladders to go out to customers house. They assigned me like 6 different contractors that none have ladders to go up and service my AC unit. When I gave them a list of thier own contractors that I was told by other AHS customers that do have long ladders to service my aC they would still not go to them because they don’t like to go with preferred or assigned contractors that customers know of based on a niehhbor that gone through this experience. I was o atleast 15 different calls with AHS associates and escalation department begging to assign me a contractor/vendor that do have long ladders to access the AC unit but still they go back and assign vendors that don’t and then they have to call or send a message to AHS to deny the work order because they don’t have a ladder. This process took like 3 weeks and after 6 or 7 different vendors could not take on the job because they don’t have ladder they eventually assigned me the contractor/vendor that o told them they do have long ladder to come in and get eh job done. It was as simple as my first phone call they could have assigned the contractor/vendor that I know did service my neighbors house and do have a long ladder to come out and service my AC and this could have been completed on week one and did not have to take almost 4 weeks to get this job completed. Very bad experience, very bad service annd never experienced such a poor service with any of my past home warranty companies I’ve dealt with.

Very quick service and connection to C&R repair. They have also been great. I have used AHS twice now and have received excellent service both times!

Terrible experience as i was told i could not talk to a supervisor. Had a water leak that i could not shut off and they could only find one company to take the order and they could not come that day and gave me a 4 hour window the next day: i could not turn off the main waterline and literally had to rent a wet vac and dump so many buckets of water. They made me call back four times because the computer was down and could not see if an earlier appointment could be had. I asked if i could find my own emergency plumber and as long as they are certified get reimbursed for the hot water tank because my house was being flooded and ruined waiting for the service provider they admitted to calling 5 times. Long story short, they said sorry but i had to wait for one of the providers to accept no matter how long it took. I ended uo calling locally and having a plumber come out at 8pm and turn off our water. I am so saddened by the service received by AHS

Every time I submit a claim, it doesn't take that long for them to have a service person call me to set up an appointment to come look at the item I'm having trouble with.

It’s good to know if something broke it’s covered . The only problem I have with this company is that it takes two to three days to get something fixed . With that said it’s worth what it cost and gives you piece of mind .

1. Repairs often take a long time to complete. If 30 days passes without the customer reaching out to AHS they will close the repair ticket without notifying customer. They will then demand the customer pay additional threshold fee to send contractor out to complete repair. IMHO my money will serve me better in a savings account. AHS is at best just a middle man between customer and contractor. They are little to no help when a contractor doesn't do satisfactory repairs.

Our experience has been terrible! Its been a waste of money. The contractors who have been assigned to us have literally made me cry. Last year we were having issues with our dishwasher, paid $100 to have someone come out, he looked at and said nothing is wrong. We still have the SAME ISSUE with the dishwasher overflowing. Our A.C. has been our biggest headache, which Home Shield chosen contractors have aided with it. Last summer AHS has a deal to have a contractor come tune up our AC, the contractors said our A.C. was in great shape. A couple of weeks later the AC didn't work, call AHS sent someone, "it was fixed". AHS sent the same guy because the AC broke down again, the same guy who "fixed" the previous issue said he saw the issue last time he was there. Why didn't he fix the issue, to avoid this one!!! It took almost a week to fix the AC and we had nowhere to stay but in our HOT house that was well over 100 degrees. American Home Shield would be a GREAT company if they choose better, reliable, honest contractors. I am currently seeking another company, but I think you guys need to know my experiences with the contractors you have chosen to be part of your company. Best Regards Mostafa