American Home Shield: Read 34,871 User Reviews From Real Homeowners

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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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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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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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Verified Customer

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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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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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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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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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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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Verified Customer

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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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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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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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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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LaShonda Biser Stockton, CA

When I called they was very professional and they made me feel comfortable also they said the people that we reached out to me and 24 hours and they did

3 years ago

Reply from American Home Shield

Hi LaShonda, 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!

May. 10th, 2022

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Verified Customer

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Jenn Sandel Atlanta, GA

We were charged for the same claim twice. AHS made a mistake in scheduling, and a dishonest vendor put in the pics I sent them as a claim, so we paid for one repair twice. I called and spent over an hour on the phone, and was told someone would review my case and get back with me within 2-3 days. I have not heard from anyone and this was weeks ago.

3 years ago

Reply from American Home Shield

Hi Jenn, 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 property address.

May. 6th, 2022

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Janyne Acworth, GA

This has been the worst experience ever. On 2/17/22, I placed a worked order which was approved. However, the vendor wanted 3 separate days to complete the job and an extra $1200 for something I knew was covered. I asked for a second opinion. Once I started to complain about the vendor and caught them is so many lies, they refused to complete the job that AHS has already paid them for. Now being the vendor has already been paid AHS won't process another authorization for the new vendor. When I call there is no resolution. You would think that they would have more recourses. It's has now been 3 months and I am still waiting on my water heater and garage disposal to replaced.

3 years ago

Reply from American Home Shield

Hi Janyne, 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 or property address.

May. 6th, 2022

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Verified Customer

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Deirdre Gunn Alexander City, AL

They seem to try to only do handy man type of jobs, so I wonder how much money I'm actually saving. Plus, no one in the call center speaks English as a first language, so they don't understand what I need, and when the technician comes out, they rarely come to address what the actual problem is.

3 years ago

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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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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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Verified Customer

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Diane Greene Woodbridge, VA

My experiences is mostly good. Every time I had cal for for service I never had to wait to wait but a day or two before someone would come to complete with satisfaction a service.

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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Snorre Bjorhusdal West Palm Beach, FL

What is the point of paying for insurance if the insurance provider doesn't send you qualified help when you need it? My 14 months old washer broke down. From the sound of it, it was obvious that the drum was loose. I showed the technician from AT Appliances the loose bolt found on the floor underneath the washer. He chose to take of the side panel and look at the suspension. And when the suspension was ok, he gave the washer thumbs up and it was good to go. The drum was still loose, and I still have a broken washer. Instead of paying AHS insurance money for over a decade, I should have spent the money on a new washer instead. No more American Home Shield for me.

3 years ago Edited January 10, 2024

Reply from American Home Shield

Hi Snorre, 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.

Apr. 29th, 2022

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Verified Customer

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Helen Scott Kansas City, KS

I am always pleased with my service order from the 1st phone call to them to the good and knowledgeable people sent out. Thank you so much for all your help.

3 years ago

Reply from American Home Shield

Hi Helen, 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. 4th, 2022

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Verified Customer

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Terrance L Mardis Durham, NC

Good coverage at a reasonable cost. Last year my A/C went out a day only had to pay the $75 fee the repairman said without AHS it would be over 3000 dollars

3 years ago

Reply from American Home Shield

Hi Terrance. It is so wonderful to read about your experience with AHS. We are so happy to know you are finding the value in the coverage we offer. We look forward to working with you again.

May. 2nd, 2022

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Verified Customer

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Larry Wilhelm Lake Saint Louis, MO

Easy to deal with. New to area, so I feel AHS is able to select good contractors without my having to look everywhere for people I can trust to do a good job.

3 years ago

Reply from American Home Shield

Hi Larry. Thank you for taking time to let us know about your experience. We want you to know you can count on AHS when you need us. We look forward to providing you with exceptional service.

May. 2nd, 2022

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Verified Customer

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Fong Sacramento, CA

During 2020 and 2021, I needed approval for purchase of appliances. Each phone call was a 2-4 hr hold wait time before talking to a representative. However the customer support was good when you were able to reach them. I hope service has improved. I'm disappointed that cover to the garage door parts is zero.

3 years ago

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Verified Customer

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Ben Houston, TX

AHS is prompt when sending a technician to my home. But we always disagree about the coverage I have. At one point my daughter had to speak to a supervisor who agreed with us. I don't like going back and forth with my coverage.

3 years ago

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Verified Customer

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Tommy Cavalier Sr. Mc Kinney, TX

Elite Appliance never scheduled to come back to see check the failure of my door ice dispenser after Elite repaired the freezer defrost stat. I made three request with AHS and never heard from Elite Appliance. This been going on since early March.

3 years ago

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Verified Customer

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Jill Clearfield, UT

so far it's been a great company to work with - however, I keep getting multiple emails telling me about discounts if I sign up for your service. It's frustrating. I'm already a client.

3 years ago

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Verified Customer

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Jim Downs Manassas, VA

I am a real estate broker in the NOVA Area and a property manager of around 70 properties for over 25 years many of which had AHS Warranties. We used AHS almost exclusively until the last couple years customer service has gone to crap and nothing but the run around when it comes to claims. When ever I had any issue Donna S always took care of things but now just run around. Only one example. Hood road about a year and a half or more ago I get told when I asked about a water heater that exploded on a holiday weekend and I had small children and an elderly grand mother living there, that if I can find a company to go on the weekend as the one that AHS assigned would not go that they would reimburse for it and it has been well over a year and NOTHING but run around from you all. We have actively been terminating the warranties as they come due.

3 years ago

Reply from American Home Shield

Hi Jim. Thank you for your feedback. We hate to hear that you have not been pleased with the service you have been receiving over the past couple years. I would be happy to speak with you regarding any unresolved issue. Please provide your contract number or property address so that I may locate your account.

May. 3rd, 2022

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Verified Customer

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Rich Opthof Pompano Beach, FL

In regards to repair of my garage door opener- first time was a no show, second time was yesterday, scheduled from 12pm-4pm. Tech texted me at 4pm to tell me he was running a little behind. At 8pm, tech shows up at my door; at this time my children are asleep, I'm in bed because I wake up ar 3am for work. I advised the tech it was way too late to start working when the house is virtually asleep. Highly disappointed

3 years ago

Reply from American Home Shield

Hi Rich, 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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Verified Customer

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Susan tirard

The pump was not repaired correctly. When I phoned back three different times I can not get the AHS representative to have the technician come back. The first two representatives did not even log in that they spoke with me nor tried to call for service!!

3 years ago Edited January 10, 2024

Reply from American Home Shield

Hi Susan, I hate to hear about your most recent experience and the delay in service to have the dishwasher repaired. I would be glad to speak with you to assist.

May. 6th, 2022

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Verified Customer

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Cordell Short Cedar Hill, TN

Everything that has broken or malfunctioned and was covered under the policy has been repaired or replaced in a timely manner. There have been no problems.

3 years ago

Reply from American Home Shield

Hi Cordell, 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!

Apr. 25th, 2022

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Verified Customer

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Sheree Terrell-Clayton Panama City Beach, FL

The technician got the power on the dishwasher. It had fallen asleep. Never heard of such a thing. Only he could fix it with his computer. Homeowner can't do it themselves.

3 years ago

Reply from American Home Shield

Hi Sheree, Thank you for providing us with feedback about your experience. We hope you continue to enjoy AHS and the service we provide.

Apr. 25th, 2022

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Verified Customer

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Tisha marshall Central Islip, NY

Great service. They helped me when the original service people never showed up or returned my calls find a great company that was on time and help fix my issues

3 years ago

Reply from American Home Shield

Hi Tisha. Thank you for taking time to write a review of your experience. We are glad to hear you received the help you needed to resolve the issue. We want you to know you can always count on AHS.

Apr. 25th, 2022

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Verified Customer

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Dawn Hoffmann Phoenix, AZ

The technician that came out was thorough and able to discover a problem that was causing me to lose freon over the past year. It was nice to have it finally fixed

3 years ago

Reply from American Home Shield

Hi Dawn. We are so delighted to hear that you have been pleased with the service you are receiving. We know how important it is to our members to receive dependable service. We want you to know you can always count on AHS as your warranty company.

Apr. 25th, 2022

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Verified Customer

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Alicia Campos San Antonio, TX

I have had a mostly positive experience. The pipes outside my home weren't covered, and I really had to follow-up on my washer to get it. But after a couple months, I did receive a new washer.

3 years ago

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Verified Customer

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Markus Baggio Round Rock, TX

AMS response times are fast. The assign good contractors and the payment process is extremly easy. Room for improvement is on the web page when creating a ticket, to provide more details or even a photo.

3 years ago

Reply from American Home Shield

Hi Markus, We love to hear when we have provided fast and professional service to our customers. Please continue to share your experiences with us and we will continue to strive to meet your needs.

Jul. 31st, 2022

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Deborah Burke Shreveport, LA

Disappointed in the amount of money I was given to replace my dishwasher. It was stainless steel inside and out and the amour of money they gave me to replace it was only enough to get a stainless steel door and plastic interior. Not happy!

3 years ago

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Verified Customer

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Ari Ailin Lansing, KS

Getting a replacement dishwasher has been very difficult. The options available to us are lower quality than the dishwasher we had, and so our options are to downgrade to a worse appliance or spend hundreds of dollars to get the same quality because the cash out value is so low. The recommended dishwasher on the list on the website has been out of stock. Considering it cost $200 - $300 just in service fees to get to the replacement stage of the process, it's dissatisfying to have to pay more to get a dishwasher of the same market value.

3 years ago

Reply from American Home Shield

Hi Air. Thank you for your feedback. I am sorry to hear that you are not pleased with your replacement options for the dishwasher. I would be happy to speak with you to discuss this issue.

Apr. 22nd, 2022

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Jose L Ortiz Lake Worth, FL

one r epair I requested for my stove, was never completed, after a 4 month wait and two different technicians , it was established that because they could not remove one screw, it could not be fixed, the thet proceded to offer to replace the stove with one worth one third the cost for my 3 year old unit. UNACCEPTABLE ... ANOTHER REPAIR THEY DID TO MY doorbel, already broke only a couple of months later.

3 years ago

Reply from American Home Shield

Hi Jose. Thank you for taking time to let us know about your service experience. I would be happy to speak with you to address these issues further.

Apr. 22nd, 2022

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Tygir Lebedev Scottsdale, AZ

Extremely poor customer service regarding a claim that was not adjudicated correctly. Phone rep was unwilling to provide help or asistance to resolve my issue. Her only support was regurgitating the same innacurate claim denial decision without any attempt to explain or rectify the issue. Her comments were vague and incorrect. Each time I asked for help, her answer was dimply No, wr cant fo that. I was told that a dispute could not be initiated, she later used symantecs to justify her unwillingness to provide some positive assistance by saying "I cant file the dispute, YOU have to do it. When I asked to get some help from a supervisor or manager she was veruy reluctant to give me the contact info. My phone is not receiving messages, so I asked to leave a message, she then gave me an 800 number, then proceeded to tell me, "oh by the way you cannot leave messages on that line. Really?!?! One road block after another with this customer service rep, I don't think she likes her job very much, or at least doesn't value customer retention.

3 years ago

Reply from American Home Shield

Hi Tygir. Thank you for your feedback regarding your service experience. I am sorry to hear that the issue has not been resolved to your satisfaction. I would be happy to speak with you to address this matter further.

Apr. 22nd, 2022

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Verified Customer

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Dominica Scott

I had fast reliable service. It was handled within a week. They consistently sent emails and texts informing me of when the repair company would be coming and scheduled.

3 years ago

Reply from American Home Shield

Hi Dominica. Thank you for time in letting us know how we are doing. We always do our best to provide prompt and efficient service for our members. It is so wonderful to know that we were able to do that for you. Thank you for trusting AHS.

Apr. 15th, 2022

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Verified Customer

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Kim Campbell

I have had a couple claims over the past 2 years. One was quite bumpy but I was very satisfied with the resolution. The most recent claim was outstanding! Great service.

3 years ago

Reply from American Home Shield

Hi Kim. We thank you for taking time to provide your feedback. We are very happy to hear that you are satisfied with your service experiences, and we look forward to providing you with a great experience in the future as well.

Apr. 15th, 2022

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Verified Customer

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Manny

So far, I used it once as I am a new member. But so far everything seems to be easy. Making an appointment is seamless, fast and easy. You request, they do the rest of the work.

3 years ago

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Verified Customer

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William Hurst

Had garbage disposal and washing machine problems. Called American Home Shield. They sent repair men for each problem. Both problems were fixed. Repair men very courteous.

3 years ago

Reply from American Home Shield

Hi William. It is great to hear how well your repair experiences have been. We know how important it is to provide service our members can count on. Thank you for trusting AHS.

Apr. 15th, 2022

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