American Home Shield: Read 34,902 User Reviews From Real Homeowners

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Denise Kewaskum, WI

The contractor, Caldera, was beyond incompetent when it came to EVERYTHING. First, they wanted to give us a window of 5 hours - between 1 and 6 for the repair. Then told us that our burners needed to be replaced. After over a week, they sent another guy out who was supposed to be there at 5. At 7:40, I rcvd a text saying that he will be there shortly. This technician came WITHOUT THE BURNERS! And lied and said that they needed to be cleaned. Anyone know that you do not clean burners unless you are maintaining a furnace. My husband and I can clean the burners - so why would we pay for a technician to come out and do that?!

3 years ago

Reply from American Home Shield

Hi Denise, I hate to hear about the American Home Shield experience that has left you unsatisfied. I would be glad to speak with you to assist with a resolution to the repairs. Please provide your AHS contract number or property address.

May. 27th, 2022

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Julie Needham Spavinaw, OK

I had to call 6 times to resolve an issue. Every time, I was told it was taken care of; but it wasn't. We were with AHS 9 1/2 years at our previous house, & only once had a problem with them. I didn't even shop around before giving them the home warranty on our new house, because they gave such good service before. Now, I feel that I cannot trust them to do what they say they will do.

3 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.

Jun. 1st, 2022

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William R Revels Melbourne, FL

The response to service request was speedy. The serviceman quickly identified the problem. Home Shield responded quickly with a solution that is satisfying and complete.

3 years ago

Reply from American Home Shield

Hi William, 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.

May. 24th, 2022

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Valerie Aviles

American home shield hasn't failed me yet. They quickly find me a reputable provider. Our service requests are answered and resolved within 2days. Haven't failed us yet.

3 years ago Edited January 10, 2024

Reply from American Home Shield

Hi Valerie, 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.

May. 24th, 2022

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Kimberly Salazar

I had an air conditioner issue and filed a service request. The contracted company they sent was very professional and prompt. Most importantly the fixed my issue.

3 years ago Edited January 10, 2024

Reply from American Home Shield

Hi Kimberly, We appreciate your feedback and hope you continue to enjoy the technicians American Home Shield provides!

May. 24th, 2022

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Gail Azevedo Santa Rosa, CA

Shortly after contacting AHS about my annual A/C service, I as contacted by Rose Heating and Air. The service tech was professional and completed the inspection in a timely manner.

3 years ago

Reply from American Home Shield

Hi Gail, Your feedback is more than appreciated and we hope you continue to enjoy your AHS home warranty and the coverage we provide in a timely manner!

May. 26th, 2022

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Douglas Nies Apache, OK

I &Ave one star shy of five because there have been a few times when I had to wait for over three weeks for contractor to receive parts from AHS. Other than that the service has been exceptional.

3 years ago

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Charles T. Chapman Tallahassee, FL

We had problems with our refrigerator called American Home Shield. They sent a Tech out to look at refrigerator and decided that we needed a new refrigerator and sent us to Lowe's to pick out a new one.

3 years ago

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Jed Pearlman Lakewood, OH

The service company provided was excellent. Over the one provided last year. Your customer service rep was helpful. So much better than the previous people I dealt with. year.

3 years ago

Reply from American Home Shield

Hi Jed, 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. 27th, 2022

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Clayborne Thomas Charlotte, NC

I am new so I was apprehensive. My first service request was handled in a professional and timely manner. I was pleased with the contractor which made my experience enjoyable.

3 years ago

Reply from American Home Shield

Hi Clayborne, Your feedback is more than appreciated and we hope you continue to enjoy your AHS home warranty and the coverage we provide in a timely manner!

May. 26th, 2022

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M. M. King Kerrville, TX

I have not had a bad experience, but would like you to get more contractors locally instead of bringing them up from the city. Most of them are good, but it would be easier to work with them locally.

3 years ago

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Heather Julius Wilmer, AL

I have been waiting over two months to be reimbursed the 100 dollars for a cancelled service call by Home Shield. Every time I call they say they resubmitted it for credit that the last person never processed it. Still haven't seen my money. Very disappointing and bad customer service. When will I get my reimbursement?

3 years ago

Reply from American Home Shield

Hi Heather, I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you to assist with the service fee refund.

May. 24th, 2022

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Judith Booe Winston Salem, NC

I was satisfied in the beginning but the job has not been completed and it has been almost three weeks. My commode is still not usable, they tore a wall out and hasn't been fixed I have call and left message no answer. I think if you tear something you should fix it back. If it isn't fixed this coming week, I will drop them.

3 years ago

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Nedra Jackson Atlanta, GA

My experience is that I had the same problem with my appliance. It took three time before I could get a new one. So each time I had to pay 100 dollars before I good get a new one. The service that came out wrote down something different the one time but all three was what needed to get fix. So I was out of three hundred dollars. This should have been fix when it broke on the second time. Not to happy with AHS

3 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.

May. 19th, 2022

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Steve Hill Manassas Park, VA

Have only used them twice, both times for same issue. First repairman didn't fix problem. Waiting to hear from second repair company.

3 years ago Edited January 10, 2024

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David Bryant League City, TX

Sometimes good, sometimes bad. I think the smart thing is to put aside $75/mo and pay for things as they come up. I keep meaning to do that. Too many AHS contractors put AHS customers as too low of a priority. And if the repair is too expensive, it seems like AHS always figures out a technicality to say it's not covered. The more I right this review, the more I realize what a ripoff AHS is

3 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.

May. 19th, 2022

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Melanie Richmond Hill, GA

I've had several work order requests while I have to wait extended period of time. My AC unit was out for six months. I called countless of times and was told the part was on order call back the next week the part hasn't been ordered. As a breakdown between customer service and the individuals ordering your service parts. There's a breakdown between your Scheduler part in the person assigned to do the work/job. As a result of my inop AC it starting leaking. The water from the AC unit has damaged my feelings in the bathroom hallway and my stairwell.

3 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.

May. 19th, 2022

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Nicole Jenkins Woodstock, VA

Call center is always Indian speaking and you get a complete runaround and zero answers without having to call NUMEROUS times and stay on hold for hours. Never seem to be able to find a service provider in the area and when they do assign one the provider doesn't contact you and then you go back to square one.

3 years ago

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Soheila Danz Hasbrouck Heights, NJ

I can never get to talk to a supervisor. I regulated two times and I was told someone will get back to me. When I lived in Texas I has AHS and I loved them. I had all my appliances fixed within 48 hours. When I called to fix my dishwasher in nj. It took three months.

3 years ago

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Jack Luckhurst Columbia, SC

My dishwasher just wasn't running so I wanted someone to come look at it. After they looked at it he said that a part needs to be purchased. Two days later I notice the dishwasher in flooded and leaking out onto my hardwood floor. There is now water damage in the floor that must be taken care of . Everything else prior has been good.

3 years ago

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Dacia Levier Louisville, KY

Shortly after the roofer fixed my roof leak, the leak became worse. I couldn't put a 2nd request in. I had to call the secondary company for a follow up. I also text the original person who fixed my roof.he came back out but don't think the company ever notified him. He only came bc I text him personally .

3 years ago

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Sarah Fink Springfield, IL

We have been without a functional refrigerator for 3.5 weeks. It took one week after filing a claim for the service tech to come out & inspect. It took another week to get parts & reschedule repair. The repair did NOT work; the fridge is still hot. We are 9 days out from the attempted repair, with no indication of when the repairman will be out again. We have small kids and have only had access to a dorm-size fridge through all of this, so in addition to the money wasted on groceries that spoiled, I am also wasting money buying most of our meals from restaurants. I've called three times to ask for updates/a new fridge/a loaner fridge until ours can be repaired anything that would help remedy this situation .I've gotten nowhere. No one is in a hurry to help us. The woman I spoke with yesterday had such a strong accent she was difficult to understand, and she spoke over me so many times that I had to ask her to please stop interrupting me. I used to recommend your company, but after this experience, I will not be doing so.

3 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.

May. 21st, 2022

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marla Akron, OH

My husband made 7 calls to AHS to attempt to find out the status on a proposed plan to repair our double ovens. Each call was unfortunately answered by someone with a strong foreign accent that was extremely difficult to understand. Each company representative was unable/unwilling to put us through to a supervisor to determine what the problem was. This issue persisted for almost 6 weeks. The local company that was dispatched to finally complete the repair was wonderful. However, the poor service and lack of effective communication from AHS is making us consider doing business with another home warranty company.

3 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.

May. 24th, 2022

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Alan Glover Jr Haughton, LA

Customer service reps are the worst, EVER! They can't solve a problem without putting me on hold for 10 minutes just to come back and quote me a policy guideline that I'm already aware of. It seems none of them either put notes on my account OR take the time to read what's happened previously so I don't have to repeat myself over and over again. Apparently, there are only two HVAC vendors in my area, one of which doesn't service my area (???) and the other's service is worse I've experienced in the last 20 years! I'd rather pay out of pocket for any expense related to my home than continue to pay AHS for all-around substandard service!!!

3 years ago

Reply from American Home Shield

Hi Alan, I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you to assist.

May. 24th, 2022

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Judy Massey Topeka, KS

It's been three days and I still don't have my central air fixed I don't even have a service call I don't have a vendor or a contractor every time I called which is been about six times they tell me something different are they tell me if I don't get a call back in four hours to let them know well I've called five times because I didn't get a call back in four hours and today I was told oh well I'll call the contractor and put in the work order and they'll call you right away still haven't called me I'm 73 years old my house is 92 I have COPD and a hard time breathing I pay every month I've had this warranty for over 10 years and this is how I'm treated I would not recommend American home shield to anyone

3 years ago

Reply from American Home Shield

Hi Judy, I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you to assist. Please provide your AHS contract number or property address.

May. 24th, 2022

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Susan Welch Greenwood, SC

I have been pleased with the service people that they've sent out. They have been quite efficient with replacing appliances, etc that need to be replaced.

3 years ago

Reply from American Home Shield

Hi Susan, 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!

May. 24th, 2022

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Cindy Cipres Atascadero, CA

We called to have someone come out to help with my dishwasher. The technician was helpful, gave me all the necessary information and it is working fantastic.

3 years ago

Reply from American Home Shield

Hi Cindy, thank you so much for taking the time to provide feedback. We are so delighted that you rate our service as 5 star as we strive to provide just that for all our customers. We Look forward to servicing you again soon. Best Wishes.

May. 24th, 2022

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Wendy Katona Exton, PA

Often difficult to get feedback on the status of your repair once the initial visit takes place. Service technicians can be hit or miss. We've had great ones but also a few who misdiagnosed the problem, making the repair process take even longer. Phone representatives are clearly stationed over seas and are limited to reading a script

3 years ago

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Anthony DeMeo

Customer service is hard to understand and long wait times. Contractors are unreliable.

3 years ago Edited January 10, 2024

Reply from American Home Shield

Hi Anthony, I hate to hear about the American Home Shield experience that has left you unsatisfied. I would be glad to speak with you to assist with a resolution to the repairs.

May. 31st, 2022

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James Keith Christiansburg, VA

The problem with refrigator was the compressor and was determined to under manufactor warrenty so it was dumped into my lap. I had to get in touch with sears and sears sent me to LG. Not fixed yet, sears is coming may 16 to verify problem???

3 years ago

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Angela Shorts Plano, TX

My refrigerator has been out for 2 weeks; the 1st technician AHS sent out diagnosed the problem but couldn't perform the repair because it was under warranty; took 2 more days to assign it to a different company who couldn't come out for 5 more days (including weekend). He said the 1st technician didn't properly diagnose the problem and he had to order the parts for repair. Parts would be delivered 3 days later (on a Sunday). Have to wait for the parts to be checked in (complete and correct) before company will even schedule the repair!

3 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.

May. 13th, 2022

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Harold W Campbell Plano, TX

AHS sent approval for work to wrong email address which resulted in work not being performed before departing for extended stay abroad. Had to cancel the work and will have to submit a new order (and pay another service charge) when I return

3 years ago

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Crystal Buffalo, NY

A property manager manages our property, numerous times we have asked that they be the main contact for the service techs. We still get contacted everytime to schedule appts despite asking to have all communication go to the property manager

3 years ago

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Terry Ferguson Avon Park, FL

Your part was ok, you notified SOS services and it took them a week to check my microwave, that was almost a week ago and haven't heard from then since. Also made a request for my washer again, and same company was notified and I have never heard from them on that request.

3 years ago

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Greg Pearson Bountiful, UT

We LOVE the insurance and the process. We just don't always love the repair teams and the lack of speed. We can wait days for resolve. We also often feel they lack access to appropriate parts and that the repair is not always that great. Talking to a human at your end is painful and frequently not helpful.

3 years ago

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Maurice Bonetto Fresno, CA

Some difficulty making the claim. Over a week time getting the contractor to come for the initial repair. The contractor also charged for unnecessary alterations to existing water and drain line for the water heater replacement and required payment in cash.

3 years ago

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Glenn Traina Slidell, LA

I own a condo and live 250 miles away. I have had plumbing problems for a month and the company assigned to me has responded to me well. They want to charge me $880.00 for a warranty that I have with A.Home Shield. This plumbing problem needs to be fixed right away and probably another company assigned to the task.

3 years ago

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Olga Juarez Las Vegas, NV

AHS, don't provide supervisor on the spot to handle the problem that their customers has to experience with the inexperience employees at the front line where appointments and problems are all the time, to speak to a supervisor, if you are lucky, that they call you is Thru messages with the front line employees, I never been lucky that supervisor call me back when I leaved 5 messages las year. This company will go down if don't change that supervisors speak to customer right away when we the customers request them, that's why they are supervisors to resolve higher problems to customers, not just to boss around employees. Yesterday an employee of Trinidad Tobago answer my call to schedule appointment for tune up, he couldn't finished because now we have to revive an email an approved first in my side said is succeed approved, he couldn't see it in his side, what I notice he didn't know what he was doing I can feel he was not experienced and most if the employees they are insecure in the computer. , and they work from home no one to help me, so the only way for me call again and go over again with the same issue. He sent a message escalation fir supervisors, but until now NI SUP NO BIDY CAL BACK TO CUSTOMERS, No one supervise the supervisors, no one care for their customers, very sad since this is an old company, they rather have pay for adds on tv all the time, in instead of take care heir presents customers, because whoever tryied this company will leave, because is very unfair that we pay every month for a company ir supervisors to ignite us the customers. I ASSURE NO ONE WILL CALL ME VACK TO FINISH OR COMPLETE MY APPOINTMENT. Also in my contract said that I gave to free tune up a year, 1 fir heating and 1 for A/C, so they didn't give me a free fir A/C, Still no scheduled because tge appointment guy didn't know how to resolve the issue, tgey cgarged me $75 in advance, promise a Sup will call me

3 years ago

Reply from American Home Shield

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

May. 13th, 2022

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LaKeisha Doman Richmond, VA

I have been a customer with AHS since 2020 after the purchase of my home. Since that time, I have had to only complete one service call which was handled great. However, in recent days/weeks, my experience has been very underwhelming. The service reps have been rude, provided conflicting information. I have not been waiting since 4/27 to speak with a supervisor or manager. A process that I have been told take about 24 hours to happen. It has been well beyond that timeframe at this point. Each time I follow up with someone regarding this, I am told that "supervisor work from home and are not readily accessible". I concept that I can not fathom working in the customer service industry myself. As a paying customer, I feel that I have the right to get clear answers to my questions as well as speak with someone in authority when I request; whether the representative agrees with this request or not. I am highly disappointed in this experience and truly question if I should remain as customer. In today's world and economic climate we work hard for our money and to see it throw out of the window because companies do not hold customer satisfaction and experience in high regard is utterly disappointed and disheartening and sad. I do not know one company that would survive with its' customers.

3 years ago

Reply from American Home Shield

Hi Lakeisha, Thank you for providing us with feedback about your recent experience. I would be glad to speak with you to assist with a resolution.

May. 17th, 2022

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Senessa Sparks, NV

AHS is the worst Home Warranty ever. I didn't know on Better Business Bureau, they had over 25,000 complaints. It was the worst experience. I would not recommend or refer them to anyone living anywhere in the world not even if they had pet insurance. From 4/15/22 to 5/4/22 every different representative played so many games with their answers everytime I called them to get our leak in our house fixed. All AHS cared about was receiving payment instead of fixing the water leak which is a plumbing issue in their contract. They wanted us to wait 21 days until they received payment, before helping us. Then, when they received payment, they cashed the check within 7 days not 21 days. When i canceled the contract on 4/22/22, AHS acted like they never received a check. They never wanted to give me a confirmation email of me cancelIing their contract. AHS said we had a contract with them 2 years ago, which is not possible since we closed escrow on 4/15/22. I had to file a complaint on Better Business Bureau, get our Title Company involved and our realtors assist to get a refund back in the amount of $755. This whole experience with AHS should have never been that difficult just to cancel their contract and get a refund back. We have to wait 14 to 21 days to receive our refund from AHS.

3 years ago

Reply from American Home Shield

Hi Senessa, Thank you for providing us with feedback about your recent experience. I would be glad to speak with you to assist with a resolution. Please provide your AHS contract number or property address.

May. 17th, 2022

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Kathleen Murphy Saint Paul, MN

I have paid the monthly fee for 15 years. I have had my water heater replaced by them when the bottom fell out and it flooded the utility room. I have had the chain to my garage door replaced by them when it broke. Now when my 30 year old kitchen appliances failed, they denied to replace ANY of them even though the vendor they sent took pictures and validated they were no longer working. They sent a plumber who said my garbage disposal was working fine, and later that day it started leaking water into the cupboard and a plumber I hired my self showed me that it was rusted and had holes in the bottom. I replaced all the appliance at my OWN EXPENSE. I just cancelled my membership.

3 years ago

Reply from American Home Shield

Hi Kathleen, Thank you for providing us with feedback about your recent experience. I would be glad to speak with you to assist with a resolution. Please provide your AHS contract number or property address.

May. 17th, 2022

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Lynn Wichelt Kalamazoo, MI

We are set to move in a couple of months, and when we do... we will not be getting a new policy with AHS. We have had this policy for years, and every time we need service, the most unprofessional people come to fix whatever needs fixing. It's obvious that AHS only contracts with the cheapest companies out there. We would rather save our money and when things happen, we are able to pick a more reputable company on our own.

3 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that the issue has not been resolved. I would be happy to assist you with this matter.

May. 5th, 2022

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angelia bartlett Krum, TX

Courteous; professional and timely. We had a problem with our dryer and the assigned company that did the repairs came out the very next day and had us up and running.

3 years ago

Reply from American Home Shield

I am glad to hear we resolved your issue quickly.

May. 6th, 2022

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Elizabeth Rodriguez Los Angeles, CA

I called multiple times to have my kitchen faucet fixed because it was leaking. The company Zamora Plumbing that was suppose to come out never called ever came. I week passed and nothing. I called AHS to ask them if they can send Team Young and the CS rep said that my faucet has been fixed. I was on the phone for over an hour each time I called to tell them that it was not fixed. Eventually I asked for a refund. My kitchen faucet is still leaking. I will be canceling with AHS.

3 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.

May. 6th, 2022

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Paul Woodard

I will have to refer you to the official compliant I have filed with the Texas Department of Licensing and Regulation for AHS violating their PremierShield contract, and the horrible call center experiences I have had to endure. We had AHS as our warranty company from 2001 to 2019, and they were wonderful then. Customer service was above par. Now I would not recommend them to Satan.

3 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.

May. 6th, 2022

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Thomas Galligan Greenwood, MS

My refrigerator went out and after 4 months I was able to convince AHS to replace the refrigerator which AHS did, however, phone operator continued saying I understand which I don't think he understood being without a refrigerator during Thanksgiving, Christmas and New Years

3 years ago

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Lily O. Scottsdale, AZ

They over charged (and auto charged my credit card) by $1,574 for monthly fees. I have made 5 calls, requested a supervisor who never called me back, and have only been refunded half what I'm owed. I finally got my credit card removed from the system because the auto charges wouldn't stop (I've been auto charged 14 monthly payments in 3 months this contract year) and now I'm getting an email every other day telling me my payment is failing. I will have to work it out with my credit card company since no one who answers the phone can help. I have never in my life experienced anything like this with a business.

3 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.

May. 6th, 2022

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Marjorie Lovell Fort Mohave, AZ

It was hard to get someone to discuss an issue with coverage. I was unable to download the contract to find out for myself. I had 1 covered claim and they responded quickly.

3 years ago

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Michael Egan Henderson, NV

Technician was unable to complete repair due to need to "order" a replacement part. Called office to see when I should expect complete repair and representative was dismissive and acted as though my inquiry (and request to expedite ordering process) was out of line. Bottom line is that while I appreciate the quick assignment of a contractor my expectation after paying years of monthly fees and $100 for a claim is that American Home Shield would assign my claim to a contractor who is not rude and is able to complete the job in a reasonable timeframe.

3 years ago

Reply from American Home Shield

Hi Michael, Thank you for taking time to let us know about your recent service experience. I hate to hear that it did not go well. I would be happy to speak with you to discuss this issue further. Please provide your AHS contract number.

May. 6th, 2022

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Shawnee D Endsley Granbury, TX

I've spent many hours on the phone waiting to speak to an agent, been without heat and a/c for a couple of weeks and even water for 4 or 5 days. Things constantly get patched and rarely are really replaced. But it has helped us out a few times.

3 years ago

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