American Home Shield: Read 34,384 User Reviews From Real Homeowners

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Lynette Woodard Fort Worth, TX

Recently, they have changed their service process. As such, customer service and follow through is non-existent. I've had 2 critical repairs (heater in the dead of winter, a/c in a heatwave) in less than a year. Each situation was literally a nightmare as I could get NO information w/o constantly calling and calling them. Different contractors would say different things, one laid the blame on me for a 20yr old furnace no longer functioning. AHS denied the claim BUT they didn't even tell me that they had made that decision. They made no effort to inform me, nor why it was denied.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 15th, 2022

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Darlene Cuevas Charlotte, NC

I have noticed over the course if time, if my equipment failed but was considered repaired and failed again and again but re-repaired nothing was done to change out the equipment. Therefore I have consistently paid on several occassions for someone to come out and repair in which it eventually was still not in good working condition. I went with a private company to fully provide new equipment in my home. I have spent $$$ over the past six months re repairing equipment in which it should have been replaced.

2 years ago

Reply from American Home Shield

Hi Darlene, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred. Please provide your AHS contract number or property address.

Jul. 18th, 2022

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Lise Savannah, GA

AHS exceeded my expectations. They immediately processed my claim and a the repair company contacted me the same day and was able to repair the issue the following day.

2 years ago

Reply from American Home Shield

Thanks for sharing your positive feedback.

Jul. 29th, 2022

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Verified Customer

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Sharon King Ozark, AL

They had a electrician for me and they were on time and explained the problem and what caused the problem. Will recommend the company to anyone who needs a Home Warranty.

2 years ago

Reply from American Home Shield

Hi Sharon, Thank you for taking the time to provide a rating, your opinion is valued greatly and it helps us maintain an excellent standard of service to our customers.

Jul. 29th, 2022

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Mary Helen H Alvarado San Antonio, TX

They are really very fast in getting a technician to take care of my my problem. Also the repair man was very courteous and professional as well as as clean while working.

2 years ago

Reply from American Home Shield

Hi Mary, Thank you for providing us with feedback about your AHS experience. We strive to provide you with fast and efficient repairs. We hope you continue to enjoy the coverage we provide!

Jul. 29th, 2022

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Verified Customer

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Erinn Rowe Ankeny, IA

I have had several items needing attention in my home. The flat fee makes it very affordable. When my clothes washer couldn't be repaired, it was replaced at no charge.

2 years ago

Reply from American Home Shield

Your feedback is greatly appreciated.

Jul. 29th, 2022

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Verified Customer

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Yolanda Curtis Sacramento, CA

The customer service representative was polite and helpful. She reviewed my policy and provided me with answers so that I can understand what is required of the technician.

2 years ago

Reply from American Home Shield

We're glad to hear your experience went well.

Jul. 29th, 2022

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Verified Customer

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Kelly Campbell El Cajon, CA

The providers contact quickly after setting up a service call. So far things have worked well and I like the peace of mind the as t comes with the service.

2 years ago

Reply from American Home Shield

Hi Kelly, Thank you for taking the time to provide a rating, your opinion is valued greatly and it helps us maintain an excellent standard of service to our customers.

Jul. 29th, 2022

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Damesha Elliott Greensboro, NC

Only gave 4 stars because o had an issue with my water heater and they wouldn't pay for the replacement. No one could explain why they wouldn't. Issue with the air conditioning recently and everything went smoothly.

2 years ago

Reply from American Home Shield

Thanks for letting us know everything is working out for you!

Jul. 30th, 2022

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Pamela Baker Brandon, FL

The phone representatives did not include information from me about service that would have helped the next representative to review and assist me. Instead there were no notes to review and we had to repeat our situation.

2 years ago

Reply from American Home Shield

Your feedback is greatly appreciated.

Jul. 30th, 2022

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Verified Customer

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Brenda Lincolnton, NC

The A/C company was very nice but did bare minimum to fix the issue. Then 2 days later the A/C was down again, on the hottest day of the year. Had to wait until next day to get it fixed again.

2 years ago

Reply from American Home Shield

Thanks for sharing your positive feedback.

Jul. 30th, 2022

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Andrew Gregg Woodland Hills, CA

Timely, however the repair man chosen had been here before for the ice machine which is not completely fixed, would have liked a different contractor especially given the contractors time constraints

2 years ago

Reply from American Home Shield

Your feedback is greatly appreciated.

Jul. 29th, 2022

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Carma Parker Durant, OK

Twice assigned air conditioner problem to a company who refused the work resulting in a delay of 1-2 weeks to find another company to work on it. Of the other hand, they do well in fixing problems. But, they go go up on an annual basis at different rates. We have multiple policies and the rate increase difference is notable.

2 years ago

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Donald Youmg Prescott, AZ

I have this contract for a couple of years and the customer service helpline is horrible, customer service reps with broken english and hard to understand. Tried canceling the contract last year via the phone and ended up in a huge argument with the lady and she was nasty and insulting to me

2 years ago

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Brandi Little Aledo, TX

The serviceman that came to our house was very nice and knowledgable. We asked for an estimate on getting a new AC unit but we haven't received it. Also, we have an older unit and after a couple days it started freeze up again and we placed another work order but no one was ever sent.

2 years ago

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Earl Moore Las Vegas, NV

Once you get them to send out a contractor that has a 4.5 to 5 star rating on Google or yelp things are great. You really have to make sure the contractor they are sending isn't one with very poor reviews on Google or yelp or wherever.

2 years ago

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Verified Customer

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Shayleigh Evans

My air conditioning went out for several weeks in the middle of summer. I've talked to several other people who waited even longer. When my heater broke it took months to get the replacement part. If an air conditioner goes out in the middle of summer there should be exceptions on where the parts are sourced from so that the work can get done quicker. My animals were miserable, and my house was 92 degrees some days. Even the option to pay the difference on a locally sourced part would have been better than waiting weeks. I'll not be renewing after this experience.

2 years ago Edited January 10, 2024

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Aug. 8th, 2022

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T Ristow Virginia Beach, VA

Each use ( mostly determined by "contractor" chosen by AHS I've had great results and terrible- think companies should be vetted better ( if they are st all) When I check regular google and site reviews they almost ALWAYS agree with my experience

2 years ago

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Evan Grooms Houston, TX

The contractor they have repeatedly sent out has been total garbage. Can't find the problem yet constantly asks us to pay for additional parts and services to fix an issue that doesn't result in a solution. They do nothing about it.

2 years ago

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Sheba Lowrey Riverdale, GA

HSA seems that they do not care about the service provided by their contractors. Some of their contractors are subpar. They do not respond to HSA or the clients. I reviewed Air Design review online and they have a one (1) rating. Also, they have negative reviews with Better Business Bureau. This reflects poorly on HSA because you are recommending these awful vendors to service your clients and it's making HSA look bad. HSA also need more the 3 to 4 vendors for the metro Atlanta area. I asked for all vendors that HSA use to service clients. We are in Atlanta with temperatures nearing 100 and it is too hot to be without air. I have a heart condition and need air. Please do a better job of taking care of your customers. HSA is quick with charging the card on file; however, slow on providing the service.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.

Jul. 8th, 2022

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M Bennet and Truus H Broner Birmingham, AL

The Customer Service Reps. we spoke with seemed obtuse. We understood that the AC parts that were broken were not covered by our contract, but as the service company told us that they were unobtainable, given the age of the unit, we expected to be offered credit towards a replacement unit as had been done in the past with old appliances for which parts were no longer available.

2 years ago

Reply from American Home Shield

Hi M Bennet, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.

Jul. 12th, 2022

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Rick Z Scottsdale, AZ

At this point, I don't think AHS even deserves a 1 star, as they are the worst company in the home warranty business. They do not provide a good CS experience at all, as they read from a script and do not help you beyond that extent! I've had nothing but problems trying to set up a home service repair for our AC, as it was 105 the week our AC was not working and they just keep giving me the same line, that I would be contacted by the contractor they tried to find available, but I was unable to reach them. The voice mail was full and no other method available to reach them. Absolutely the worst way to take care of an emergency situation!

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.

Jul. 7th, 2022

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Jeremy Jonas San Antonio, TX

Our A/C was broken during a recent heatwave in San Antonio, TX. The company that contracted with AHS worked on the A/C unit for four consecutive days (Monday thru Thursday) and failed to fix it. On Friday another work order was submitted to service out A/C. The internal temperature of our home was 96 degrees. Sleeping was nearly impossible. I contacted AHS Friday and Saturday, each time met with resistance about getting A/C repair service over the weekend. I asked for a supervisor to contact me, and no one did. Eventually our A/C service was scheduled for the following Tuesday. For as much as we pay AHS per month, there needs to be a contingency plan in place for severe weather conditions, such as the heat advisory we experienced during this time.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 8th, 2022

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Uju Willow Grove, PA

Their service is top notch, superb and the contractors assigned to jobs always do a professional job. Also their customer service reps are friendly and knowledgeable

2 years ago

Reply from American Home Shield

Thanks for letting us know everything is working out for you!

Jul. 30th, 2022

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Mimi Mukai Lakewood, WA

They connected immediately and sent someone to our home with 24 hrs to diagnose the problem. They ordered the piece needed and with in a week they resolved the problem.

2 years ago

Reply from American Home Shield

Thanks for letting us know everything is working out for you!

Jul. 30th, 2022

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MARKLEY MASON Danville, CA

So far the only service that I have used is scheduling a preseason checkup of my AC. I'm impressed with their efforts to provide useful information and services. scheduling

2 years ago

Reply from American Home Shield

Thanks for sharing your positive feedback.

Jul. 30th, 2022

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Verified Customer

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Kasey strate Dalzell, SC

My air conditioner went out for the third time and this time it had to be replaced. Within 48 hours I had an answer and knew exactly how much I would be responsible for.

2 years ago

Reply from American Home Shield

Thanks for sharing your positive feedback.

Jul. 30th, 2022

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Marilynn Donaldson-Hall

They get Technicians out to resolve my broken appliance.

2 years ago Edited January 10, 2024

Reply from American Home Shield

We're glad to hear your experience went well.

Jul. 30th, 2022

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Jorge L Quintanal Sr Killeen, TX

The customer service was very helpful when the first assigned job couldn't be at my house until Monday and this was on a Thursday I called she help me get another company so thanks you .

2 years ago

Reply from American Home Shield

We're glad to hear your experience went well.

Jul. 30th, 2022

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Darlean Sears Fultondale, AL

I'm still waiting for the completion of my claim. The vendor Air Repair LLC have not added me to their schedule. I'm getting the run around. I have gone more than 2 weeks without air conditioning and the temp outside is about 98 degrees. It is so hot and I have no help.

2 years ago

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Tracy Harris Englewood, FL

Filing a claim and starting the process is great however, the time it takes to receive service repair takes way too long . I filed a claim 6:12/22 for my hot water heater. Today, on 6/24/22 they are supposed to replace it. Seriously, TWO WEEKS without hot water!!!!

2 years ago

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Bret Foster

They hardly covered anything that I needed in order to get my A/C fixed and had very little to no compassion, considering the heat waves we are currently experiencing. There was lack of urgency as well.

2 years ago Edited January 10, 2024

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 28th, 2022

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Elizabeth Sylvester Clearwater, FL

When AHS covers a repair and things go well, they're wonderful. But that's a big "IF." Most of the time they don't cover a repair or they don't cover it completely. Most recently I requested service. The tech did a phone consult, and it turns out that the appliance can only be repaired by a Samsung person. AHS still required me to pay the service fee. It was very disappointing to have to pay that only for the tech to say he couldn't fix the part.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.

Jul. 5th, 2022

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Gary V Lombardo

The adjusters never understood the failure. The vendor stripped our faucet and a second vendor tried to overcharge us for a repair that ultimately was denied because the adjuster did not understand plumbing. Then contractor services never returned our call

2 years ago Edited January 10, 2024

Reply from American Home Shield

Hi Gary, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.

Jul. 7th, 2022

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Lechelle Evans Knightdale, NC

Worse company to have service your home. They do not return your call as they say. They use sorry repair companies. They have no managers that you can talk to. I'm still waiting after months to get appliances fixed. After almost a year I finally got a replacement for my washer. I really use to like this company and over the years they have gone down hill. The representatives don't speak English well- at least some of the ones that I've encountered. I'm not trying to discriminate against any race but it's hard to understand the dialect. I'm constantly have to calm myself after the calls with this company. I wish that they get back on there A game.

2 years ago

Reply from American Home Shield

Hi Lechelle, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.

Jul. 7th, 2022

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Jerry Beebe LA Jolla, CA

My problem is not with AHS. When I realised that my hardwood floor was beginning to buckle, I called AHS an appliance repairman from Antech was sent. He ran a quick test and said the dishwasher is not leaking. Two days later, after my hardwood floors we ripped up and drywall was cut out, their leak detector showed me a video of the leak. It apparently had been leaking for a long time . I have an adjustor coming on Monday and will be calling on Tuesday, 6-28 to get the ball rolling for my new dishwasher. I will provide the name of my adjustor, as well as my claim info. They will be able to provide pictures/video, reports, etc. I am waiting until I have all of my pertainent info. I will be expecting a rapid replacement as I will need to have in place so the need cabinets can be built around itave in place

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed. Please respond with your contract number or complete property address and your email address.

Jul. 12th, 2022

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Verified Customer

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Lori Thomas Phoenix, AZ

American Homeshield has been nothing but Amazing!!!Everytime We had an issue they were there quick. Amazing Service!! I would recommend American Home Shield to Everybody!!!!

2 years ago

Reply from American Home Shield

Hi Lori, Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.

Jun. 29th, 2022

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Kristin Principe Henderson, NV

American Home Shield has an easy to use website for home maintenance requests. There is always a quick turnaround with requests and services being completed.

2 years ago

Reply from American Home Shield

Hi Kristin, Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.

Jun. 29th, 2022

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Robert G Fisher Kensington, MD

Always professional, immediate call from local pro to set date and time. They are also very professional and search out cause, and make repairs quickly.

2 years ago

Reply from American Home Shield

Hi Robert, Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.

Jun. 29th, 2022

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C. Venkatesh Redmond, WA

No hassle full replacement of 2 appliances that failed within 6 months. A refrigerator and a water heater. Absolutely smooth and professionally handled.

2 years ago

Reply from American Home Shield

Hi C, Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

Jul. 29th, 2022

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Olivia Conley Elkhorn, WI

American shield customer service representatives were very friendly, courteous and professional and also the technicians response time was very promptly.

2 years ago

Reply from American Home Shield

Hi Olivia, Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

Jun. 29th, 2022

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Brenda Coates Canaseraga, NY

I got a quick appointment. The young tech was very knowledgeable and explained everything to me so I understood what I needed to do to keep my AC in good working order.

2 years ago

Reply from American Home Shield

Hi Brenda, Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.

Jun. 29th, 2022

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Joy Jaramillo Rowlett, TX

The service person that was sent to us was the best, Ronnie from Heritage air and heat did a really great job fixing our problem, such honest and great guy overall.

2 years ago

Reply from American Home Shield

Your feedback is greatly appreciated.

Jul. 30th, 2022

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Verified Customer

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Tamara Rivera Abingdon, VA

We've used the service a few times now and it was actually flawless. I'm happy with the service I've received. From fixing a small leak to an ac that wasn't cooling. It all worked out good.

2 years ago

Reply from American Home Shield

Thanks for letting us know everything is working out for you!

Sep. 6th, 2022

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Russell McAllister Pinehurst, NC

Lke: Prompt response to requests for service for items covered under home warranty insurance. Don't Like: When parts are needed to complete a repair, the time required for AHS to procure and send the parts is excessive.

2 years ago Edited January 10, 2024

Reply from American Home Shield

Hi Russell, Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.

Jul. 30th, 2022

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Sherry Lynn Reed Bardstown, KY

Warranty is extremely limited, plumbers were not even allowed to check and see if there was settlement in our water heater, said that was our job to flush it regularly even thought I stressed that we had just bought this home

2 years ago

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Wendy Lyons Highland, IN

I have been happy with the policy and services for most of the time. The customer service agents are sometimes difficult to understand because they are not United States based.

2 years ago Edited January 10, 2024

Reply from American Home Shield

Dear Wendy, We greatly appreciate your loyalty to us and thank you again for sharing your experience. Sincerely, Mariah

Oct. 30th, 2023

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Leiloni Lenahan Prescott Valley, AZ

AHS does not use local contractors for the Prescott Valley area. Instead they are sending someone over 100 miles away to service my AC. I have had to wait 3 weeks for service in extremely hot weather. A local contractor would be able to get to us much sooner.

2 years ago

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Daniel Malacara Racine, WI

I have three repairs/tuneups. The first to repair a fridge water spigot. It took over 2 months to fix. The hot water pipe repair was quick. Done within 4 days. The AC tuneup is scheduled for July 6th. Over four weeks from date I requested it

2 years ago

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Rajtarun Madangopal Baltimore, MD

Quick initial response after appliance issue. However, problems were not correctly diagnosed or resolved for over a month. After a month a replacement was recommended but only one 'feature matched product' was offered and it was conveniently out of stock. All similar level items had an associated 'upgrade' charge and customer service was completely inflexible and unhelpful. I m still waiting for an appropriate replacement to be in stock.

2 years ago

Reply from American Home Shield

Hi Rajtarun, Thank you for your feedback about your most recent service request. I would be glad to speak with you to assist with a resolution.

Jun. 23rd, 2022

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