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

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Arnold Agraviador

I thought I got this to help me fix or replace appliances that were not working when I moved in to a new condo. My garbage disposal wasn't working the day I moved in and this company won't replace it after the technician mistakenly stated it was abused. After several calls and explanation that WE DID NOT abuse it since we JUST MOVED IN. The company still said "Even if you didn't abuse it, it was still abused and we won't replace it." Sorry but this is BS!!! I bought the insurance to cover things like this and they won't stand by the contract.

3 years ago

Reply from American Home Shield

Hi Arnold, I hate to hear about the lack of service received. I would be glad to speak with you to reach a resolution.

Apr. 15th, 2022

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Corissa Neiman

American home shield is very helpful when needed for services. You can put in your request and then they have someone get in contact with you for your request of service.

3 years ago

Reply from American Home Shield

Hi Corissa. Thank you for such a positive review. We strive to provide prompt and dependable service for our members, and it makes us very happy to hear that we have been able to do that for you.

Apr. 9th, 2022

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Ronald Graham

I recently had both my stove and refrigerator looked at and found that they both needed to be replaced, and American Home Shield replace both. with no problems or hassels

3 years ago

Reply from American Home Shield

Hi Ronald, 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!

Apr. 12th, 2022

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Martin Harry Jr

American home shield is the best I've seen yet to come keep people friendly ,polite ,courteous I guess when you been paying them your money I would be nice too

3 years ago

Reply from American Home Shield

Hi Martin, 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!

Apr. 12th, 2022

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Jo

I have sent them 3 emails and 4 phone calls over a refundof $75 charged .e when theyech did NOTHING due to I was still covered with anger warranty sohe left my home doing NOTHING. I lost ALL my meat in my freezer and ALL my items in my frog because my freezer broke down. I'm 82 years old on low income and they have chosen to TAKE my $75. Where is their compassion for older seniors in our community in these trying times. I've had AHS apprx 12 years and sooo disappointed in their unfair tactics!!!

3 years ago

Reply from American Home Shield

Hi Jo, I hate to hear about the service fee charges that have occurred with AHS. I would be glad to speak with you to assist. Please provide your AHS contract number.

Apr. 13th, 2022

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Joycelyn Bottoms

No heat on cold Friday night, Saturday am low will be 20 deg. First tech "call back in 30 min and they will change providers who could do emergency service". Called back different tech "it's only 0730 they should open at 8am call then". Third call back "we sent vendor a msg they will contact you" meanwhile Sunday morning temp 30 deg. Vendor came Monday morning. Very dissapointed I'm 65 with 2 over 70 year olds in house.

3 years ago

Reply from American Home Shield

Hi Joycelyn, I hate to hear about the poor customer service experience and delay that occurred with AHS. I would be glad to speak with you to assist.

Apr. 13th, 2022

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Vennessa L Green

The electrician came and then another group came to complete the work and their information conflicted with the initial technician. The second technician with the dark hair was a bit rude so I prefer not to deal with them again.

3 years ago

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Pete ROUSE

They do not replace with like appliances. If you have a high dryer, they only cover the most basic model. They no longer cover installs. Seems like you pay more, get less.. they continue to reduce items covered, not your freezer, split ac units, etc.

3 years ago

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Dan Sharphorn

Last contractor was outstanding. Last year I had one who would not return calls and never came back to my house to provide service and even thought I repeatedly called AHS customer service, no one would help and no one there returned calls even after they promised to. It took 5 months to get it straightened out.

3 years ago

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Mae Christine Bales

WE HAVE AN OPEN WORK ORDER FROM OCTOBER 27, 2021 THAT HAS NOT BEEN COMPLETED AND HAVE NOT REFUNDED OUR SERVICE FEE. The other two work orders were completed very satisfactory. RUSH plumbing does not return calls or complete work.

3 years ago

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Joseph David Brocchini Modesto, CA

So many issues don't know where to begin. 1st is they take out payments with no authorization and that is against the fair business and banking law. If you leave a payment save method they can take the payment. But if you pay on line they say you can manage a payment method. So I didn't have a payment saved method yesterday so I payed my $93 dollar yearly renewal but noticed today the managed payment method tool was taken off my account portal and before removing it they took out my monthly payment of $63 dollars which didn'authorize them to do that is against the fair business and banking laws. So they cannot have it both ways. If i have an option of a saved payment method yesterday but not today that's a violation of the fair business and banking laws. I don't want my payment method stored at all or anytime with that company. They did the same thing a couple of years ago and they tripled deducted out of my account which took weeks to recover. I've been paying each month by either on line or call in for almost 10 years. But today for some reason decided to take money from my bank without my consent again. So I called my bank to reverse the monthly payment pending investigation. The claims manager also stated they are not allowed to take money out of your account unless consent is authorized by the card holder and you bieng a loyal customer since 2012 its dishonest and if not corrected by AHS management it could potentially become a legal matter for AHS to defend. Also they gave me a referral to the BBB for additional consideration. By law I am not required to have a saved payment method on file with AHS without consent from the card holder. If this doesn't get addressed moving forward expedited I will seek further legal advice to remedy the breach of AHS privacy laws to there customers and even file a class action. This is a management billing decision of AHS and they will be held accountable for their actions.

3 years ago Edited January 10, 2024

Reply from American Home Shield

Joseph, 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.

Mar. 23rd, 2023

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Terry Thompson

When calling in to speak with a American Home Shield Customer Service Rep, my experience is the rep does not communicate well at all has a hard time understanding the English language, has submitted two work orders incorrectly causing me to loose $150.00 dollars. When I called and spoke with a several customer service reps, and explained the work orders were entered incorrectly and I needed them to be corrected. They would not correct their mistake and I end up loosing the $150.00 due to their error. Customer Service and sending excellent qualified companies to your customers home is the key to making any business prosper. Your feed back would be greatly appreciated. Thank you

3 years ago

Reply from American Home Shield

Hi Terry, I hate to hear about the issues that you have experienced. I would be glad to speak with you to reach a resolution. Please provide your contract number.

Apr. 14th, 2022

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Chris

So far been a horrible experience. Broken appliance they charged 100$ for a service call and it took 2 weeks to get someone out to look at the appliance. I told them its was going to have to be replaced as it wouldnt even turn on. I understand why they had to send a technician but it was an extra 2 weeks downtime plus cost. Sounds like any call requires this 100$ charge. The repair technician said appliance needed replaced. HS gave a credit based on the age of my broken device and directed me to thier own internal appliance shopping page. Thier prices were 200 to 300$ higher than buying directly from vendor or a shop like Lowes. This price supposedly included shipping, installation and removal. I decided to go ahead and use thier internal site for my replacement since I was brand new to area and didnt know any contractors. Took another 2 weeks to get this installation and shipping scheduled. Day comes for install, random van shows up with an unmarked box. Driver drops box off and leaves. They do not remove my broken appliance and also say they cannot install the new appliance. Call HSA to figure out what I'm supposed to do as the extra cost was supposed to cover the install and removal. I'm now 3 more weeks into trying to get HS to send out another installer and have had to contact them multiple times to try and get an update. DON'T WASTE YOUR MONEY ON THIS COMPANY. After paying 100$ for service call plus paying they extra 200$ on top of my device credit would have been better off buying directly from lowes and bypassing HSA warranty in its entirety. I'm almost 2 months into having a broken appliance with no installation date and zero follow up by HSA. Warranty cost me 450$ for a year definitely not worth it.

3 years ago

Reply from American Home Shield

Hi Chris. Thank you for taking time to let us know about your service experience. I hate to hear your appliance has not been installed. I would be happy to look into this issue further and follow up with you.

Apr. 13th, 2022

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Julie Conrad

Laser I requested service for my microwave. AHS sent 2 companies. One came 3 times and did not fix it. It also broke a couple of pieces from the inside of the oven. The other company came twice and also broke a piece from inside the oven. i saw an electrical discharge when I turned the oven on I am afraid to operate the oven. I reported all this to AHS. They said that the last company told them the oven was working fine and decided not to service the oven any more. The first company refused to provide me with a receipt. I reported all this to AHS but they did not do anything about it.

3 years ago

Reply from American Home Shield

Hi Julie. Thank you for your feedback regarding the service for your microwave. I am sorry to hear that the issue has not been resolved. I would be happy to follow up with you to assist with this matter.

Apr. 13th, 2022

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Mark Zygmontowicz

I have been overly challenged about covering issues at my house at every turn. Furhter, the fact that your call center is offshore - It was nearly impossible to have a coherent conversation with your customer service personnel. It seems as if the objective of customer service is to confuse and deny coverage. The fact that the conversation is almost impossible to have due to language barriers causes an extreeme amount of frustration. Horrible - horrible - horrible service and thus value. One rep completely misunderstood my service request and I was charged $500 for a single service request to have a tech inspect my furnaces. Furthermore, the tech company was ill prepared for the inspection - there was no scope used to inspect the heat exchangers but they used a CO meter - the service tech said that tow furnaces read over 300 parts per million of CO - which if true would have killed me a week earlier. This tech fully shut down two of my furnaces. What a joke.

3 years ago

Reply from American Home Shield

Hi Mark. Thank you for your feedback. I am sorry to hear that you were not pleased with the service you received. I would be happy to follow up with you to discuss this matter further.

Apr. 13th, 2022

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Ericka Perez Olympia Heights, FL

I have had an issue with with my shower and faucet since January. I have spoken to various representatives and was told completely different things each time. First the claim was denied. Then the claim got approved and there will be 0 out of pocket cost. Then they told me contractor will contact me to schedule repair. Never heard from them. I call back asking for escalation dept and was able to speak to someone who told me dont worry i will resolve this and call you back. Never heard from them. I called back asking for a supervisor and they said it will take 24 hours. Finally the supervisor calls me and I cant understand him because of the strong accent. He says he will email the vendor to resolve this issue and that was almost 2 weeks ago.

3 years ago

Reply from American Home Shield

Hi Ericka. Thank you for taking time to let us know about service experience with the plumbing issue. I am sorry to hear no one followed up with you. I would be happy to speak with you to address this matter further.

Mar. 31st, 2022

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Estella Lee Daphne, AL

I encounter a situation where I had to pay the service technician around $165 to balance my garage door when the only thing wrong was a broken spring. The technician stated in order for me to raise my garage I had to get it balance. They stated AHS does not cover if so then AHS should have stated that up front.

3 years ago

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Carla Swanzy Olympia, WA

I appreciate being able to cover everything in my house under one warranty. It would be a 5, but I'm on a limited income, and a lower monthly rate or a lower per job cost would be better.

3 years ago

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Elaine Baytown, TX

They've come out to either repair or recommend replacements of my appliances. I've even had an electrician come and resolve an issue within our home.

3 years ago

Reply from American Home Shield

Hi Elaine. This is so great to hear. We really appreciate you taking time to let us know that your problem was resolved so effectively. We look forward to working with you again and thank you for choosing AHS as your warranty company.

Mar. 31st, 2022

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Melissa Gresham, OR

The biggest problem is the delay in getting a contracted worker to your place. The people that come to our home have been good and the company itself is great at paying our claims.

3 years ago

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Rachel Klika Atlanta, GA

Every experience thus far has been very positive. Helpful customer service, easy to navigate website, good service providers and quick resolutions to issues

3 years ago

Reply from American Home Shield

Hi Rachel, 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.

Mar. 30th, 2022

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Clint Burnett San Marcos, TX

I have had a roof issue and a hot water heater issue reported to AHS since moving in. Neither of the contractors reported the work was covered under contract and I had to pay out of pocket for the repairs, the AHS did not cover anything. Their restrictions and customer services were poor. I tried to talk to a human in the "Authorization Department" that makes decisions on what is covered for each claim and was never able to speak with them. The AHS representatives I spoke with blamed the contractor on how they assessed the problem and the contractor claimed they were required by AHS to make that assessment. This is a backwards process and a wast of not only the 775$ yearly dues, but also another 150$( 75$ call out fee for both jobs) only to be denied. Horrible and will NOT recommend to anyone.

3 years ago

Reply from American Home Shield

Hi Clint. Thank you for your feedback. I am sorry to hear that you have not been pleased with your warranty coverage. I would be happy to speak with you to discuss this matter further.

Mar. 31st, 2022

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Deric Moir Scottsdale, AZ

Main Reason: Customer Service Reps - Sadly, it has become less stressful to just pay for equipment repairs out of pocket (even major costs), than it is to otherwise have to deal with AHS Customer Service. It is just too much work to deal with AHS, just to save a several hundred dollars on a repair. Here are some other reasons: 1. annual rate increases upon renewal instead of decreasing; no recognition of repeat loyal customers (i.e. no loyalty program in place) unless you call to complain. Even then, the best they can offer is still a rate much higher than they offer to new customers. 2. customer self-service /access via our online account has been restricted; the renewal notice does not allow customer to download a copy of the renewal contract or view the new rate until AFTER it renews at the new higher rate. Agents are seemingly told to advise customers this is not intentional, yet it happens systematically every year. 3. customer self service /control via online account has been restricted; auto-renewal is automated and now requires customer to manually call in to negotiate a new plan or cancel plan renewal. This a huge time-wasting and unpleasant experience.

3 years ago

Reply from American Home Shield

Hi Deric. Thank you for your feedback. I am sorry to hear that you have not been pleased with the service we have provided. I would be happy to speak with you to discuss your concerns further. Please provide your contract agreement number or property address so that I may locate your account.

Mar. 31st, 2022

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JEFFREY Hancock Vallejo, CA

They are not accessible by email if you have a problem. Waiting on phone, then the representive doesn't always get it right. We had a problem with the first contractor, Certified Comfort HTG&Air. We bhad to pay for a second contractor South Placer HVAC, to come out and finish the work. They were excellent. and finsh the work.

3 years ago

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Richard Dols South Jordan, UT

It's been two months since the initial visit. Parts ordered. Called again. Oh, parts ordered again, then the dispatcher unilaterally changed the appointment to a different day when I am not available. It will be another month...

3 years ago

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Mahmood Davani Vancouver, WA

Good customer service and providing immediate feedback on dialog with customer service. I am certain that AHS is focusing on customer satisfaction than any other competetor.

3 years ago

Reply from American Home Shield

Hi Mahmood. We are so excited to hear that you are pleased with the service we provide. We look forward to providing you with great service experiences for all your home warranty repair needs. We want you to know you can always count on us. Thank you for choosing AHS.

Mar. 23rd, 2022

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Javier Arteaga Atwater, CA

My claim was handled very fast. They did not give me any trouble replacing my AC/heating unit. I appreciate the quick response for expect a very hot summer

3 years ago

Reply from American Home Shield

Hi Javier, 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!

Mar. 23rd, 2022

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BOB PORTER Daytona Beach, FL

They refused to refund my deductible when a service tecnician didnt show up. The tech lied and said they showed but nobody was home and I never returned their calls or emails . American Home Shield took the tech word for it against mine.

3 years ago

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Melissa Biernot Chesapeake, VA

Just takes too long to get service. They had to come twice to fix my washer, still broken so a replacement was ordered. Delivery is taking almost 30 days. What am I supposed to do until then? If I had all the money I've paid them, I could have just purchased a new washer

3 years ago

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James Carthen South Boston, VA

My HVAC unit stopped working, so I haven't had heat for 6 days despite paying a monthly fee plus a service fee for this home warranty. The contractor American Home Shield sent to my home advised that it will likely be a few more days before he can repair the HVAC unit. What's the point in paying these fees if the repairs can't be done in a timely manner?

3 years ago

Reply from American Home Shield

Hi James. Thank you for taking time to write a review of your service experience. I am sorry to hear you are still without your heat working. I would be happy to speak with you to discuss this issue further.

Mar. 25th, 2022

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Toni Dieringer Alliance, OH

We had a refrigerator go bad in February and still have not received compensation. The company they used didn't call so I tried to call them before 4:00 and no one answered. It took 3 days just to get them to the house. He told us it needed a new compressor and AHS would contact me. I didn't hear from them so I contacted them and had to wait a few days for another tech to come out. He said it was too costly to repair so they said they would replace it with a comparable one. The old one had an ice maker but the amount we are getting doesn't include the ice maker. Then they say it will take up to 5 days to get the e-card.

3 years ago

Reply from American Home Shield

Hi Toni, I hate to hear about your unprofessional experience with American Home Shield. I would be glad to speak with you to address the issue.

Mar. 24th, 2022

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El Thurston Charlotte, NC

Performance ! From start to finish everyone involved was wonderful and did what they said they would, I have used AHS for 4 years and have never been disappointed.

3 years ago

Reply from American Home Shield

Hi El. Thank you for taking time to write a review. We are so happy to hear that you were pleased with the service you received. Thank you for choosing AHS. We look forward to taking care of your next repair need as well.

Mar. 25th, 2022

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Joan Dunn Charlotte, NC

Washer took two visits by sears and one by a plumber , 1( 80.00) fee plus 275 for replacements of pipes and hoses. Sears person said it was a plumbing issue, plumber said it was a washer issue. I was confused. Sears came out a second time and still stated that he saw nothing wrong.

3 years ago

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Michael W Moros Reno, NV

I had a repair man come out to fix a leaking dishwasher. He worked on it and seemingly fixed it. However a couple of weeks later the leak started again. I feel they should come out and work on it and fix it. I don't know how to get this done, I can't find a way to inquire about how to get a follow up

3 years ago

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Amber Petrelli Port Saint Lucie, FL

I have had 2 service requests so far and both were responded to almost immediately and a repairman was out within 5 days to fix my issues! It's well worth the monthly fee!

3 years ago

Reply from American Home Shield

Hi Amber. Thank you for taking time to write a review of your service experience. We are really happy to know that you are finding the value in your home warranty coverage. We look forward to providing you with exceptional service again.

Mar. 28th, 2022

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robert a valencia La Puente, CA

So far they have been better than other companies ive tried . customer service id excellent some of the coverages need clarification before calling in service but they show customer support

3 years ago

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James Norfolk, VA

We own rental property. It is very helpful to have one go-to number to find a prompt repairperson and reassuring that they want to keep their standing with AHS.

3 years ago

Reply from American Home Shield

Hi James,

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!

Mar. 16th, 2022

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Sue Mormino O'fallon, MO

It was like pulling teeth to get my water heater repaired. Technician recommended that the flue pipe get replaced so that it will let the air flow better so the burner would work properly that was replaced. Of course, the flue pipe is not covered under my American Home Shield warranty.

3 years ago

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Verified Customer

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Barbara Smith Grayslake, IL

The service is wonderful but sometimes I wonder if it would make more sense to save the enrollment fee and $100 service fee and put that money into brand new appliances. My things are all 20 years old.

3 years ago

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Michael Williams

Current outstanding issue for diswasher repair sent on Feb 4. Contractor said they had to order part and it would be two weeks, after 2 weeks and MULTIPLE calls going unanswered called AHS on 3-10. They said the contractor told them it would be 2 weeks (again). Again I called after 2 weeks and again ZERO calls or communication from contractor, called AHS again and you call, you too had no response from them. You have given them over a week with no response and yet yesterday again I was told it would be another 24-48 hours. As of this coming Monday it will be 2 months without a dishwasher and still no resolution.

3 years ago Edited January 10, 2024

Reply from American Home Shield

Hi Michael, I hate to hear about your most recent AHS experience to have the dishwasher repaired. I would be glad to speak with you to assist with getting the repairs resolved. Please provide your AHS contract number or property address.

Apr. 12th, 2022

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Raija Ketcham Mesa, AZ

Easy to make appointment online and get response the same day and the workers information so I can call them and set up appointment at my convenience

3 years ago

Reply from American Home Shield

Hi Raija,
I am pleased to hear about the excellent service you have received. I hope you continue to enjoy!

Mar. 16th, 2022

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William Cressall Birmingham, AL

AMS saves money on AC and Furnace repairs for certain. But in the dead of winter when your furnace will not engage and the overnight temp is 24deg, AMS has a two day wait. We had to call a competitor - twice - who came same day each time.

3 years ago

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Tony Whittaker Lawrence, KS

Fast in response, friendly staffs. But my problem was not resolved after the 4 repeated visits. I gave up on follow up after the 4th unresolved problem. My freezer still doesn't make ice!

3 years ago

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lois eyl Nashville, TN

I've had 2 bad experiences with AHS. The first one was with an electrian and the other was with my washing machine. It took 3to 4 month to resolve. You can't to talk to a supervisor. Most Of representatives are from other countries and speak English but don't understand it well.

3 years ago

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Jennifer Hitchman American Canyon, CA

This company is only good for simple issues that you can order online. The customer service people do not appear to be from the U.S. and it's very difficult to work with them on issues outside the standard stuff online. Actually, it's awful if you have to call customer service. I'm banging my head against the wall every time I need to talk to someone. AND, my current problem has not been resolved and there has been no follow up. This is my 2nd year under contract with them, but I will be looking for another company at the end of this contract.

3 years ago

Reply from American Home Shield

Hi Jennifer. Thank you for taking time to provide a review of your service experience. I am sorry to hear that problem has not been resolved. I would be happy to speak with you to address the issue further.

Mar. 14th, 2022

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Verified Customer

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Alferria Whetstone Oklahoma City, OK

The service request is convenience. The techs that were sent were excellent. They are courteous, efficient, and most of all very good at what they do.

3 years ago

Reply from American Home Shield

Hi Alferria. We are delighted to hear that you have been pleased with the service from AHS as well the technicians. We want you to know you can always count on us as your home warranty company.

Mar. 12th, 2022

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Verified Customer

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Jeanne Borrows Virginia Beach, VA

They took care of everything. Contacted the people to come and fix my problem then contacted me with the information. One call to AHS and the problem was taken care of.

3 years ago

Reply from American Home Shield

Hi Jeanne. Thank you for taking time to write a review. It's really good to know your repairs were taken care of so effectively. We hope you continue to use and enjoy your home warranty coverage.

Mar. 11th, 2022

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Karen Howard Seattle, WA

Although the guys were very nice, the product they installed was inferior to the one they replaced and I am not happy with the way it works. They said they would be happy to upgrade to a better model if I wanted to pay $425. So I am not happy.

3 years ago

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RedsR Santa Clara, UT

The company's they use do not complete the jobs assigned. AHS took a full month to change the company on my service request. Each time I called to report the company not completing the job, I was told I needed to wait 3 days for AHS to send my complaint to a higher level. It wasn't u til I threatened to leave the company that my service request was changed to another company. I placed the service request on 19 Jan. I was never contacted by the service company. I called the service company on 23 Jan to schedule service for 3 Feb. The service request was closed on 27 Jan before the technicians ever came to my home. On 3 Feb, the service technician never showed. I called them and was told they were running behind but would come to my home. Again they never showed. I called AHS to report them and was told the appt was rescheduled for 4 Feb. the company never told me about the rescheduling. I took off the very next day and the service technicians never showed. I called AHS and was told the service company rescheduled to the following Monday. Again the servicing company never called me about the rescheduling. I asked AHS to elevate the issue and was told it would take 3 days to elevate the issue. When the technician didnt show on Monday 7 Feb I again called AHS to report the company and to elevate the issue and was again told it would take 3 days to elevate. I repeatedly called AHS for resolution. It wasn't until around 17 Feb that AHS reassigned my service request to a new company. The new company came out and fixed the issue on 21 Feb. it should not have taken AHS this long to rectify the issue. Each time I was told since the initial company had marked the job complete then the job was complete, even though each time I told AHS the initial company never showed

3 years ago

Reply from American Home Shield

Hello RedsR. Thank you for taking time to let us know about your service experience. I do hate to hear that issue was not resolved until a month after you requested service. I would be happy to speak with you to discuss this matter further.

Mar. 14th, 2022

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Mary Gorski West Sacramento, CA

Plumber was great but I still have no resolution. Waiting on camera to find out where busted line is but my clean out is on the roof. AHS and A-1 pluming said they cannot use that clean out with camera. So I'm stuck with the fact that I have NO repairs done and am at a loss for help. Need stoppage cleared and pipe repairs made. Frustrating

3 years ago

American Home Shield Reviews