American Home Shield Reviews

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

My recent transaction for my Dryer and Microwave has been an ongoing process due to waiting on parts for my Dryer after the first service call and microwave which the parts didn't work. I have to continue to wait for a microwave replacement now. I was happy and please for the quick repair to get my Ceiling Fan lights working!!!

Easy to put in a service request; AHS found a provider that was actually servicing the Magalia area (First American couldn't find a dryer repair service person - I had to find my own)

Fast time to send repair man out. Easy to make appointment to have new washer delivered. Delivery men showed up on time and removed old washer and put in new one.

AHS has been very helpful, and we have not had any issues regarding claims. Each time we have filed a claim, we have received a quick and satisfactory response.

Very happy with this program that we purchased for a property in Florida. We used two services since and both providers were prompt and professional. Very satisfied.

My experience has been great so far. The only complaint I have is the inability to email customer service. I do not always have time to wait on hold or spend a lot of time talking to customer service.

We’ve been customers since 2017 and have had successful resolutions until this year. I don’t know what changed in 2023, but we’ve had an ongoing issue since March and AHS refuses to escalate the problem. Week after week I have to call back to let them know the issue isn’t resolved. Instead of approving a replacement, they keep sending technicians who sometimes don’t even show up. We’ve had 2 no shows and a last minute cancellation. It’s incredibly frustrating and their customer service won’t pass you to a manager if you ask. They keep asking you questions to “get you to a manager” but in reality they’re just trying to “solve” the issue. Personally, we’re looking elsewhere and would suggest you do the same.

We have been AHS customers for many years. They have provided great service for us on a number of things. From a pipe leak in the wall to a new HVAC system.

While some representatives I have talked with in the past will make you want to scream and drop AHS… others are very helpful. I transferred my warranty when I moved from Tn to SC and have been pleased so far.

I am giving a star because the American Home Shield people on the phone are kind. But the warranty itself is a joke. I have paid one fee to get someone out to look at my A/C and the unit is still not working. I called for a re-visit and the guy that came was swearing at me within minutes and refused to work on it without even looking at it. The President of the company called and apologized profusely. I called AMS back and they said they would send a new person out because the horrible company I used said it was duct work and that is what he told AMS. I spoke to a nice lady who said she would get a duct work order out because she needed to reassign it (because the original was for A/C) but the company it was reassigned to was another HVAC company! They didn’t do a duct work company. So three people later, five days, probably 10 phone calls, no working A/C and a 23-year-old unit that is going to go most likely in the middle of the summer is still not fixed. I was verbally abused by one of the technicians that is supposed to help but just made me feel unsafe. AMS, I hope you enjoy the $$$ paid for the warranty but you all should be ashamed of the fact that this is how you are “helping” people. Your contractors are not allowed to do certain things and because of all the restrictions you have in place to make sure you aren’t actually paying out, it is a vicious cycle of our system breaking, me waiting days to get a technician, and then no guarantee it will get fixed. Your company isn’t a warranty - it is a guarantee that your customers will waste their time. Here I thought I was getting some piece of mind that if my unit broke, I would be able to get it fixed or replaced within reason and neither of those things are ever going to happen because of your company. And, not for nothing, I realize you cannot be replacing every single unit that breaks, but let’s be a little more understanding of what is really going on with your customers. The amount of people you pay to take my phone calls, schedule appointments and re-do work for my dead A/C, are you actually making kidney on holding out at this point? Do better.

Need to clarify when items will not be covered based on the age of the item. Three years ago, repaired the microwave although it was 9 yeas old. Last month, would not repair the HVAC Condenser unit because it was 9.5 years old.

AHS took 5 months to replace my AC unit last year. They ttied everything under the sun to avoid replacing the unit. Alabama summer are brutal... Finally, agter escalating my call numerous of time they gotnit right. But noone should have to go thru this

When my dishwasher broke replacement parts were unavailable and AHS promptly replaced the unit. But the installer was a jerk, came twice and didn’t install it. Then AHS said they have no contracted installer and told me to get my own. I think that if AHS is going to serve an area it should have contracted installers.

American home shield needs to evaluate the company's they work with or atop charging us deductibles. Everytime I used the services I paid my 75 dollar faithfully and had to go through hell and high waters just to get a resolution. Which I should not have to since I am paying every month on time and pay my deductible. Am looking for other home warranty services.

I originally reported an issue with my refrigerator on 4/26/23 and have been through multiple vendors in an attempt to have it repaired. I was told that the request would be expedited due to the need to store my medicine , it’s 5/16/23 and the refrigerator is still not functioning properly. Had an appointment for yesterday in which I took off work and the vendor didn’t call to advise he wasn’t coming due to leaving the part at the shop . Today I had an appointment for 5p - 7p and was told it would probably be another one or two ? I’ve lost food and have difficulties storing my medication, I’ve called AHS almost daily and all I received was scripted responses , this is not the “Award” winning service I expected !

I like that you have seemingly chosen better companies to work with and are responding in a timely manner to service requests. The representatives are more efficient and courteous when assisting customers.

American Home Shield has saved me thousands of dollar in unforeseen repairs in the last couple years. AHS is a must have for anyone purchasing a home.

The repair appointment was scheduled very quickly after my request. However, when my dryer could not be repaired and I had to order a replacement, I did not receive the same equipment that I had.

I give the rating of "mostly good" because scheduling service calls has been just that - mostly good. Most service appontments have been timely, but several have been lengthy, beyond what I consider reasonable.

The problems always get fixed and the vendors have all been courteous and professional, but sometimes it takes several days for help to arrive. Or in the case of winter HVAC check-ups, WEEKS.

When contractors come and fix an item only to discover something was not fixed right or break again afterc30 daysyhe customer has to pay again . If a shower know is fixed correctly it should not break again in a couple of months. It it does it means it wasn't fixed right from the start. Also not having a company on stand by in case of plumb8ng issues/leaks and not reimbursing the customer for calling a non ahs plumber