American Home Shield Reviews

A chat support, in addition to booking a service through the web portal and/or talking on phone would be a very convenient addition to existing great customer service.

it took a few times calling and explaining my specific situation, but they finally understood not to call ME on the phone but to call my parents who were actually living in the home . the service has been overall great

I was pleased with the contractor, and although he had to come back and readjust the flush, it was based upon my preference for the way the toilet was flushing.

They were very fast to acknowledge my requests for service each time I needed something repaired. They scheduled the services quickly with qualified repairmen.

Repair took longer than expected (two weeks) due to missing parts in the first microwave box. That said, the final installation was done on time, quickly, and professionally. Thanks.

So it's hit or miss with American Home Shield. A couple times it's been smooth, but this last time they've disappointed us. We had our HVAC serviced (seasonal we do twice a year) and when the tech was done it wouldn't come back on. He said it was a bad breaker, but it was working fine before he did his work. AHS kicked the can down the road, blaming the HVAC company - saying we'd have to pay for another service call. Just their way of sidestepping responsibility and getting more money.

DON'T USE THIS COMPANY. Horrible customer service. Barely speak English, refuse to escalate to any higher level of service. Well trained to refuse to answer any questions about why it's been so long, why I cannot speak to a tech, why parts are 'on order'. I've been without a refrigerator for 8 weeks. AHS keeps telling me it is an acceptable amount of time to wait. Their tech has been out 3 times, not counting the no show and the 2 cancelled appointments. The appointment window is 8am-5pm, then they call at 3:30 to cancel. The last visit from the tech we were told parts are $1100 and payoff for a new unit is $1500. AHS won't budge. Won't even just pay out $1100. Don't use this company.

I have been very happy with AHS service . They are prompt and it is easy to schedule repairs. The repair companies are professional and do a great job !

Is so sad that o had to reach to an outside source to get my situation resolved . Now with respect to the company that service the ac , he did a fantastic job even thought was a simple fix , but the matter of the fact that I waited patiently 5 months to get it fix is extremely unacceptable

AHS set us up with a very reliable repair company in a timely manner and they honored our insurance agreement. We very much appreciate their service.

Great customer service . Finds good repair options for your product and hone needs. Disappointed with the increase in coverage for 2024 as well as the 25.00 increase for the service call .

When I had to use an out of network HVAC tech there was no easy way to get reimbursed for the amount it cost over the $125 standard fee and I finally gave up. When I used their authorized techs it was a much better experience.

Byer be ware!!!! Its a scam! your portion they charge you seems to always be the amount that a repair company would charge you if you called them yourself. It always takes about 3 weeks for some to come out to diagnose the issue and another three weeks to return. What a scam! and don't get me started on the so call customer service people. Ask them how much the repair company is charging all together. they give you the runaround. They won't answer, they scammed me. I paid 1200 for a warranty, why am I paying $2700 for a water heater out of pocket, which they claim is my portion that I am responsible for. What water heater cost $5500.. If i could give less that one star, I would have. Stay away.

Two AC contractors were called to diagnose and fix our problem in Florida with the AC. The two of them had divergent opinions and were not able to fix the problem. We had to call another company outside of AHS to solve the issue

I placed a service call for my AC unit on August 5th. AHS sent A&R complete out to our house and the technician made a diagnosis. He told us our compressor was bad and needed to be replaced. He then left us an invoice and noted on it what the problem was. After he left, we received an email from AHS stating that our estimate showed uncovered costs. When reviewing the ticket online, the information listed was different than what was on our receipt. So, we contacted AHS and reached out to the tech. The tech changed his submission but it was still incorrect. I called AHS again and they called the tech again. Still no resolution on, A&R claims that they submitted the correct information. 3 weeks later with this back and forth ( the office manager actually hung up on us), we hit a heat wave with triple digits for 2 weeks. Still no AC. I called AHS again, they put me on a 3 way call with the company who stated what was submitted, AHS read to them what was entered and I confirmed that was not what was on our invoice. They still refused to correct their ticket. Another week goes by and no resolution. Week 5, I had to take my 82 year old father to the emergency room for heat exhaustion. I called AHS and they still didn't address the issue. I paid out of pocket to get a second opinion and showed the new tech the invoice. He immediately states that there was no way the tech could have seen that there was a missing filter because our filter is in the attic not at the outside unit and the first tech didn't go into our attic. I called AHS to see what they were doing and the rep tells me that they sent a request to vendor relations for approval for another company. ANOTHER week passes and still nothing. So I call the service line and I requested a second opinion from AHS and now AHS tells me I have to pay another trade fee because it's been more than 30 days. Yes because AHS didn't do anything to address the problem even after I told them that A&R were scammers. The second consult was top notch and called us right away, tried to diagnose the problem when they arrived that morning but couldn't because the second company took a piece needed for the diagnosis. So now AHS sends an email saying that the missing piece needed for the diagnosis was not covered and I needed to approve the non covered estimate. Before and after estimate 2, I paid out of pocket to have a previous AHS tech come and give hsi opinion. So I called AHS to request them and they tell me that the company was not showing available. I spoke to the company and they did they were just given a referral.tha morning so whatever the AHS rep told me was incorrect. It's now September 11th and finally on September 12th, they sent the referral, sent a technician, and the correct submission was placed. AHS approved the ticket right away and 2 weeks later, I didn't hear from anyone. I call AHS and they tell me thatvyhe part was ordered that morning but that it was going to take 10 days to ship the compressor. Given the months its taken, I asked for expedited shipping and to speak to dispatch. The rep actually had the nerve to tell me no. Then I received another email from AHS shield stating that I needed to pay yet a third service fee for the third company. Its now October 3 and I still don't have the replacement. I will use this case and the ceiling fan ticket that left a hole in my ceiling for 7 weeks, and the kitchen instant water heater ticket that left us 3 weeks without cold water to take legal action.

they were able to squeeze me in and the technician was able to fix my drains without any problems. He was quite professional and courteous. All in all, top notch service.

I was disappointed with A1 Mitchell. They came out to my house and made a repair then a se dart leak in a valve stem appeared which they blames on me as the home owner. (I have video showing they were the only ones to touch the unit). Then AHS sent another company who was amazing. I would give them 10 stars if we could.

Reached out for a service call $100 for relighting my water heater which went well no issues or extra charges. 2nd issue was garbage disposal had something stuck inside, guy was unable to get it.. switched out a part and (Budget)charged an additional 125$ for a work they performed /part they replaced and the disposal still doesn't work. Stated it was an electrical issue with ground wire so they referred back to AHS who sent out K&M electric who only took photos of disposal & fuse box, from what the budget service guy stated they only needed to put in a ground wire for the disposal. K& M then sends an estimated bill for there work which of course is not covered by AHS for 825$. I'm so upset and disappointed. Electrical guy stated housing codes have changed and the only way they can fix is if they put the disposal on its on circuit

They work with some contractors that are very slow, poor communicators, do not do an adequate job, basically flat out don't tell the truth. When contractors are given who are reliable it works okay but otherwise it is dismal. I have a tenent with a refrigerator that has been waiting to be repaired since August and AE Factory service is supposedly going to show up tommorrow, Oct 4th to install the part. First the part was ordered and sent to the address under warranty but it was the wrong part. Then it took another length of time for them to get the correct part. Then they apparently did not come out for the appointment because I didn't call them to confirm although I could not for the life of me reach a human being and the phone number only had 3 options...reschedule an aappointment, cancel an appointment, or hang up. I wanted to confirm the appointment but there seemed no way humanly possible to do so. Therefore it has taken months to get a family's refrigerator working and it still has not been accomplished. I believe I will soon be terminating my warrantys with AHS because of the lacadaisical manner in which service is performed and the maddening stonewalling of communications speaking with your representatives all of who seem to be speaking with East Indian accents which is fine but they are often difficult to understand and also it seems as if AHS is very remote and does not care about its customers but shuffles them off to be run around as much as possible until maybe they give up asking for proper service to be rendered.

I not happy with the service provided by Affordable Appliance Repair. They have been out 3 times, and my refrigerator is not working properly. They do not answer their phone or return calls. I have texted as well asking the status of the part that was supposedly ordered (9/21/2023). No response as of yet.

They were able to help me with all the concerns I have. Every time I’ve needed service they have some out to my by the next day. Definitely recommend American Homeshield

Usually, my reair technicians are fabulous!!! I'm a bit frustrated, but not angry, that some repairs require two visits. I'm so glad I have been with AHS for a long time!

I like that American Home Shield Warranty covers roof leaks. What I don't like is how long it has taken to get the roof leak approved by them and that they sent one guy who only used a tube of calk instead of gixing it properly and that same guy lied to AHS and said he changed out shingles when he never did. I had to call again vecause the roof keeps leaking. They only give you 30 days after "the work" is completed when they should give 90 days! My roof is still leaking in the exact same spot it was nothing has been fixed and I'm out $200 for the co-pay. I'm not happy!

I like American Homeshield it provided less stress about my appliance’s breaking down and not having money for repairs. What I dislike is how my cost each year has so drastically increases.

The tech came out, just said sensor was not hooked up. Spent maybe 5 minutes here. then left. door worked for 1 day then stopped working. technician came back out and said you need new garage door opener. Advised us AHS does not cover the garage door opener and to buy it at Home Depot cheaper than what AHS charges. I was under the impression the motor is included with package we are paying for monthly

The HVAC people have done their part of the job, but the floor tile needs to be replaced as a result of the leakage from the air conditioner. I still have mud coming through the tile and woodwork that has not been removed.

Quick response to our needs to get our refrigerator fixed. Once it was determined it was not fixable, the communication was great about working towards a replacement.

Always very communicative. Great service for the value. We love the peace of mind we have with all of our appliances and electronics and household items.

Quick to respond and sends knowledgeable techs for the issue at hand. Would recommend to educate techs to clean up behind themselves when job is completed. Adds to satisfaction of customers.

American home shield handled my claim quickly. I had water damage due to a major storm. The company assigned showed up the next day . Glad I purchased this warranty.

Prompt response and professionalism, friendly and helpful staff. American Home Shield is the best coverage you can ever have for your home. Thank you for a great service.

I have had a total of 3 service calls and 2 were solved in a timely manner and theirs no complaints there. The other service call for my range top and refrigerator has not been solved and the service was requested 2 1/2 months ago. The technician set up appointments for 4 different occasions to replace the parts and he NEVER showed up. I have placed SEVERAL calls with American Home Shield and everything is documented but I have not been able to be reassigned a new technician to get the job done. Robert from Sunshine Appliances (1 man business) gives me the run around about having the replace parts then the replacement parts are damaged then he is picking up the replacement parts again but never shows up! It’s been 2 1/2 months of me calling on a regular basis the technician and American Home Shield and Robert giving the same excuses, even telling them one day that he was on his way to my home and he never show up. I have no idea what else to do to get this taken care off.

I have 3 contracts for 3 separate homes. I have had multiple issues with AHS even though I've actually only had a few claims, but those few claims have required numerous recalls within 30 days of original service. Most engagements with customer service are extremely difficult and require constant follow-up. I'm constantly told, "Call back tomorrow to see if we were able to successfully submit your request" and each call is at least 30 mins. In addition, some of their recommended vendors are completely dishonest. One vendor submitted reports/estimates that were fraudulent. When I brought this up to AHS, and provided the documentation, AHS requested that the vendor resubmit their estimates. The vendor contacted me to say they are closing my account and said they would not discuss with AHS or resubmit an estimate. I'm out over $1000 and AHS is still recommending that vendor to their customers. I have multiple stories in just 16 months of service with AHS. In addition, I am still waiting on a service repair of an AC issue that is now 45 days old due to multiple data entry issues on AHS' side.

Concern #1: I ordered my air to be repaired on August 9, 2023. Four service calls later, the air conditioner still needs to be fixed, and a fifth service call has been made. Integrity Air and R & R Electrical Allstar have been to my home twice, each with no definitive results, and a fifth service call has been made. The temperatures are 90 degrees and up, and it is unbearable to live in the home. Both companies point fingers and say it's the other guy. However, after five services and 31 days, my house still has no air. Concern #2: On August 30, another request for R & R Electrical Allstar was made. They only had an opening on September 8, which was too long to wait. since it was their second time coming to the property. Called AHS, and the representative said he would escalate the order. He also called and emailed R & R for a closer service date. However, I went ahead and arranged for someone to be available to meet the technician from 2-5 PM as requested. On Thursday, September 8, I received a call from R & R to change the time from 9-12 AM. I told her I wasn't sure if I could make that happen at the last minute. This morning, I received a call at 11:21 AM from Tabitha, the phone representative of R &R, that the tech was on his way. I reminded her that the appointment was from 2-5 PM. She confirmed but said that they had two cancellations. Again, I wondered if someone could be there because they are working people. She said they have a job to do as well. It was 1 1/2 hours earlier than expected, with no consideration for the customer's time or prior obligations, and her tone was unprofessional. It costs very little to be kind. Thank you in advance for looking into these concerns. Thank you in advance for looking into these concerns.

I have an AC issue, the motor went out. AHS will only pay to have an after market motor installed and it is so noisy that when it clicks on I can hear it inside my house & my neighbors can hear it. My neighbors have already complained about how loud it is. I have already paid my $125.00 service call, if I want an OEM motor installed by the repair company then I have to pay them an additional $250.00 AHS is so cheap they would rather half ass a repair just to get by than install the correct part that belongs in the unit so that the homeowner is happy and does not have to deal with the disturbance this motor is causing. It's not their house & it isn't causing them to literally loose sleep so why should they care, right?? I called AHS three times, they refuse to do anything & said they are not responsible for "noise". So pretty much they can have junk installed & it is ok. I even had a second AC company come out & take a look at my unit and they said the motor that was installed is the cheapest after market motor possible & typical of AHS to pay for. I am located in Las Vegas, Nevada where our summers are 110* to 118* so what is going to happen when summer comes around again?? This motor will never make it. AHS sucks honestly!

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.