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

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Matt K. Westerville, OH

I am extremely dissatisfied with my recent AHS experience. Our furnace stopped working this winter and we opened a service request with AHS. A technician from FROG PRO SERVICES was sent to our house and serviced the furnace. I should say that he was a scammer and not really a technician. He closed the service with AHS stating that he repaired the furnace and at the same time he told us that the furnace needs to be replaced and it is not safe to use it. However, he said he is not going to share that with AHS. Then he tried to scam us by saying that he has worked a deal with his AHS local rep and AHS is going to replace our furnace but our portion is going to cost around $6000 and the rest will be paid by AHS. We called AHS and explained the situation and we were told someone will follow up with us but we have not heard from AHS yet. It appears that AHS does not check their contractors and they do not really care either. The fact the contractor sent by AHS to our home was a scammer is appalling. We have voicemail and messages from contractor as evidence and can be provided if needed.

4 years ago

Reply from American Home Shield

Hi Matt. Thank you for letting us know about the service experience regarding your furnace. I am sorry to hear you feel the vendor tried to scam you. I would be happy to speak with you to discuss this matter further.

Mar. 14th, 2022

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Chelsea alva Carlsbad, CA

Excellent service. Friendly staff. Easy to request. They offer services you commonly need when you buy a home. So grateful. Appreciate everything you guys do

4 years ago

Reply from American Home Shield

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

Mar. 8th, 2022

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A. Carter Lithonia, GA

1. I had 3 repairs that were needed (sink plugger stuck in the downward position) 2 days later the plugger again stuck in the downward position. 2. Sink Faucet in the hall bathroom dripping: the same day; the gripping started again. 3. A part was ordered for the upstairs tub: no word on when that will come in.

4 years ago

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Tara Scottsdale, AZ

1) Replacement parts installed in our toilet were not the style and brand of the manufacturer. Toilet internal style was changed from a canister (kohler) to a flapper flush. Consequently, the retrofit handle is quite loose and fashioned upward not horizontal. 2) The second problem involved replacing the diverter valve in a tub/shower. When the technician arrived the diverter valve leaked, but the tub spout next to the wall had no issues. During the repair, the tub spout next to the wall began leaking. We were required to pay an additional out of pocket $150 for pipe modifications that were not needed before the repair commenced. AHS would not allow us to speak to a supervisor during our call to address the issue. The supervisor's call came days later, after we were required to pay for completion of the project.

4 years ago

Reply from American Home Shield

Hi Tara. Thank you for your feedback. I am sorry to hear the plumbing problems were not resolved to your satisfaction. I would be happy to speak with you to address any unresolved issue.

Mar. 15th, 2022

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DEE Covington, GA

I had a plumbing issue. AHS sent out a plumber who did not diagnose the problem correctly & apparently did not correct the problem as the same issue was there the next day. I contacted them again & was told that they would send a different plumber out & I would have ro pay for the service call again. Since I no longer trusted AHS I hired a plumber on my own who immediately diagnosed & took care of the issue. I no longer have any faith in AHS & will be cancelling my contract as it is clearly apparent that they are sending out contractors who are lazy & definitely not qualified/certified to perform the job. e

4 years ago

Reply from American Home Shield

Hi Dee. Thank you for your feedback. We do hate to hear that you have lost trust in AHS. I would be happy to follow up with you to discuss this matter further and assist with a resolution.

Mar. 14th, 2022

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Moss Wilmington, DE

The covered items on the contract have exclusions that are not clearly written. AHS is great for repairs but, it something has to be replaced, it is a very difficult process. In addition, in some cases you will have an out of pocket expense of $1000 - $2000. Yes, that is not a lot of money but when something goes, like a heating unit, in the middle of the winter and you don't have that money readily available, you will be left in the cold.

4 years ago

Reply from American Home Shield

Hi Moss. Thank you for your feedback regarding the coverage. I am sorry to hear you are not finding the value in your warranty. I would be happy to speak with you to discuss this matter further.

Mar. 9th, 2022

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Clifford J Pfeiffer Jacksonville, NC

I rated this way because the plumber they sent to my home snaked out my drain and proceeded to break it with I didn't know . I found it when I was getting a gas line put into my home and the contractor that was doing this found a ten foot round puddle , and 6 to 8 inches deep under my home . When I called AHS to have it repaired you refused to fix it and told me I had to fix it, and it was the plumber that you sent to me that broke it and it cost me over 5000.00$ to fix it so your guarantee was useless to me.

4 years ago

Reply from American Home Shield

Hi Clifford. Thank you for taking time to let us know about your service experience. I am sorry to hear that you were not pleased with the coverage decision from AHS. I would be happy to follow up with you to discuss this issue further.

Mar. 5th, 2022

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Diana Ridgway San Antonio, TX

AHS has taken care of my clients. I personally had a hot water heater go out during the cold spell. AHS took care of me during the shortage of hot water heaters.

4 years ago

Reply from American Home Shield

Hi Diana. Thank you for taking time to write a review of your experience. It makes us very happy to know that your service needs have been met and you are pleased with the warranty coverage. We can't wait to provide you with excellent service again.

Mar. 3rd, 2022

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Diane P Richmond, TX

They have been very responsive. We've been in our house less than 3 months and have needed their assistance on two different appliances already. It is our first home warranty and it definitely has been useful.

4 years ago

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Laurie Gay Annapolis, MD

Wanted to use someone else for my hvac but because you could find someone else then I couldn't use my person. He was not on the block list and could come within an hour. I'm not sure why that is such a big deal.

4 years ago

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Tina Zogott Oro Valley, AZ

Repairman on time and efficient. The only issue was the necessary part was not available and we had to wait for nearly two weeks for the part to arrive and schedule another appointmnet.

4 years ago

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Kathy Wernly Colorado Springs, CO

Not all of the subcontractors solve the issue the first time they come out and have to return. However, overall, we're very pleased with what the service provides to keep our house in good condition.

4 years ago

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Keith L. Davis Tooele, UT

The blower motor in the HVAC that was used to pump cool air through out the house went out in July w average daytime temps above 95 degrees. According to the AHS authorizations department they could not purchase parts for the central air because the motor needed was going to be installed in the furnace cavity. We were told that we had to wait until September before they would authorize the blower motor. We coordinated with AHS to go out of network to get the blower motor and have it installed. We provided every document AHS asked for in July, again in August, again in September before it was authorized then it took a threat to have their scam exposed on local television before we received our reimbursement of $830.00 in February 2022

4 years ago

Reply from American Home Shield

Hi Keith. Thank you for taking time to write a review. We do hate to hear you feel the warranty is a scam. I would be more than happy to follow up with you to address any unresolved issue.

Mar. 4th, 2022

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Georgia A Stein Denmark, WI

I am very thankful to American Home Shield for without them the fact that my furnace went out in the heart of winter would have caused an unbearable hardship. Thank you.

4 years ago

Reply from American Home Shield

Hi Georgia. 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 that we were able to do that for you with your furnace. Thank you for trusting AHS.

Mar. 3rd, 2022

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Vicki McMillan Carmel, CA

I opened a repair on January 30th.. my furnace failed. they assigned the repair to a company 2 hours away. They said they could come in 3-4 days. No heat. The repair guy comes diagnoses the problem as tge an igniter and needs to get the part. I do t hear from him . 3 days later he says he will come to repair in 2-3 days. I call an alternative hearing company to come repair the furnace. They come - and say it's NOT the igniter that there is a serious crack in the furnace and it's leaking carbon monoxide .I call the AHS provider they immediately come out and agree the furnace needs to be REPLACED. I don't hear from them I call AHS and Dobkins. IT HAS NOW BEEN 27 days with NO FURNACE.I have called AHS 12 times.. I have requested a buy out. Each day they say they will CALL ME AND EMAIL ME with the buyout number.I have NEVERHEARD FROM AHS. Tonight it is 28° and I have no idea when I will have a hear. I am disappointed I am aggravated I am frustrated and I am cold.

4 years ago

Reply from American Home Shield

Hi Vicki. Thank you for bringing this matter to our attention. I am sorry to hear you are still without your heat. I would be happy to follow up with you to assist with resolving the matter.

Mar. 4th, 2022

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Brenda Thomas Byram, MS

Really came through..didn't want to give up my kitchen aid range, but guess it's time ..but I'm loving the new Frigidaire and it air fries. Thanks AHS.

4 years ago

Reply from American Home Shield

Hi Brenda. You are most welcome. Thank you for letting us know about your experience. We are so happy to know the issue was resolved to your satisfaction.

Mar. 4th, 2022

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L. Crocker Mc Cook, NE

We are very happy with our first experience with using our Home Shield policy. I think the $100 service fee to begin the process is too expensive. The policy was purchased to begin with to deter these fees!

4 years ago

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Ashwin Himat Nashville, TN

Coverage is terrible. Microwave became inoperable and was diagnosis was that it needed to be replaced. After taking all dimension info over the phone, they mentioned that they had stock of the MW. Later got an email stating that I can get reimbursed for the amount. Called them back stating that I want replacement, they stated that the trim kit is not available till May/June, and we cannot back order, etc. Then I checked the cost of the MW and trim at Home Depot, Kitchen Aid, and ABT, and the kit is available, but the total cost $600+$130+ lab ($150) = $780 vs AHS reimbursable amount of $655. So I will be paying $780-$655 = $125 more for this item. Hence $125+$100 (AHS claim deductible) i.e $250 if I had not gone through AHS. Why I am paying for AHS services if this is the case.replaced it myself more + $100 out ~ $100

4 years ago

Reply from American Home Shield

Hi Ashwin. Thank you for letting us know about your service experience with the microwave. I am sorry to hear that you were not pleased with the cash in lieu offer from AHS. I would be happy to look into this matter further and follow up with you.

Mar. 5th, 2022

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Alexis Barrett Decatur, GA

Have paid monthly for last 10 years and only had one service call on my garbage disposal which was replaced at no charge. I recently placed call for my water heater and the technicoannwas on my home for less than 5 minutes and advised I need a new water heater. After no word from AHS nor the contractor after several days, my call to assigned contractor revealed the company was "waiting for me to authorize a fee of $600 for "code upgrades" that no one had advised me of! Having been a customer of AHS for over 10 years making timely monthly payments, I feel this outrageous fee, which exceeds the cost of a new water tank, is obscene and unacceptable! A customer service rep advised she was waiving the $100 service call fee which would be credited to my account within 3 business days--which HAS NOT HAPPENED over 1 week later! I also accepted the $468 settlement offer for the cost of a new tank which has also not been received as of this writing. I have paid over $6,000 to AHS over 10 years and summarily reject the notion I should pay any outrageous fee to its contractor to replace an appliance in my home which I have paid for 20+times over! This is highway robbery in its worst form!

4 years ago

Reply from American Home Shield

Hi Alexis,
Thank you for bringing the unsatisfactory service experience to our attention. I would be glad to speak with you to assist with a resolution to the water heater.

Mar. 4th, 2022

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Paul Venice, FL

Had a sink leak and shower leak. First plumber said it was due to damage from not normal wear and tear but never told us that. A week later I called AHS to see what was happening with the repair and they told me it was denied. Luckily I called when I did as you only have 7 days to request a second opinion. They never notified me of anything. Second plumber came, fixed sink supposedly but did not fix shower. Sink started leaking again, came back, was late for appointment and never looked at the shower.

4 years ago

Reply from American Home Shield

Hi Paul,
Thank you for bringing the service experience to our attention. I would be glad to speak with you to assist with a resolution to the sink leak repairs.

Mar. 4th, 2022

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Johnson Twinsburg, OH

Timely,and service done very quickly. My only complaint would be that their operators are not in U.S and it was very difficult to understand them,and them, me

4 years ago

Reply from American Home Shield

Hi Johnson,
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. 3rd, 2022

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EDWIN D IVY Denton, TX

I usually get rapid response to my inquiries if I speak to a customer service representative. My overall experience over the years has been very favorable and pleasant.

4 years ago

Reply from American Home Shield

Hi Edwin,
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. 4th, 2022

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Kim Mansfield, TX

Sometime you have to fight to have claims paid, even though it clearly states in your contract the item is covered. All customer service is outsourced so it is sometimes hard to understand the person you are speaking to which I'm sure if frustrating for all parties involved. Some of the contractors that are sent out do the bare minimum to do the repair, resulting in future claim for the same item.

4 years ago

Reply from American Home Shield

Hi Kim,
Thank you for bringing the service experience to our attention. I would be glad to speak with you to assist with a resolution to the claim.

Mar. 4th, 2022

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Carol Jelinek Sierra Vista, AZ

We have had two occasions to use American Home Shield. The first one we were in the very early learning phase to use them and the second use was excellent.

4 years ago

Reply from American Home Shield

Hi Carol,
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.

Mar. 3rd, 2022

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Andrew G Lebkuecher Fairmount, GA

AHS did a good job in getting a repair person for me. However after 5 trips and multiple part replacements the refrigerator still does not work properly. The water dispenser stil freezez up and won't supply water.

4 years ago

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Gerry Boylan Louisville, KY

Dishwasher was not working correctly. It took three visits to discover the problem what is some shorted out wires. It would've been helpful to check out whether the power source who is the problem to begin with. That's simple step would've saved a

4 years ago

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Shannon Rockwell Hilliard, OH

Over the past year their service has gotten worse and worse. I am becoming increasingly more disappointed in American home shield by them refusing coverage on almost everything and am dissatisfied with them sending out company that is not even Accredited by the Better business Bureau!

4 years ago

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Marian Gray Fairfield, OH

My washing machine was not spinning. They had someone out who said I needed a new washer. I ordeded it online e and they delivered jt ,connected it very prodessional.

4 years ago

Reply from American Home Shield

Hi Marian. Thank you for letting us know about your experience with AHS. It is so great to hear that you have been happy with the service we provide. We hope you continue to find the value in your warranty coverage.

Feb. 23rd, 2022

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Gail Hooks Lorton, VA

The CS Rep was able to set up an appointment with United Air Temp the same day, and they came out and took care of the problem with my heatinng sytem.

4 years ago

Reply from American Home Shield

Hi Gail,
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.

Feb. 17th, 2022

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ROBERT JAMES III Huntsville, AL

American Home Shield could use more english speaking customer service reps due to difficulty understanding what CSR are saying. Also, the contract terms are contradicting. For example, Section 4 Plumbing (notes) confirms that AHS will provide access to plumbing only through unobstructed walls, ceilings or floors and will return access openings to a rough finish. Section I. Limitations and Exclusions: Partial exclusions from coverage 4. (a,b,c)

4 years ago

Reply from American Home Shield

Hi Robert. Thank you for your feedback. I am sorry to hear that you feel the contract terms are contradicting. We are here to address your concerns. I would be happy to speak with you about this matter further.

Feb. 19th, 2022

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Danielle Pogue Saint Louis, MO

AHS is giving me half off what a new oven costs due to the fact that the part that needs repair does not get made any more. Very happy with that offer.

4 years ago

Reply from American Home Shield

Hi Danielle. We appreciate your time in reviewing your experience with AHS. We are very happy that you are finding the value in the coverage we offer. Thank you for trusting American Home Shield.

Feb. 16th, 2022

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EDUARDO S CANTU Summerville, SC

It took me 4 attempts to get somebody to correct information on my account. Very, very frustrating. I came very close to terminating my account. Also, I will categorically not do things online. I would much rather do business using the postal system. Thank you.

4 years ago

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Tyree East Wenatchee, WA

I has been ok, but my account still has the old homeowner's info and I've tried more times than I can count to get it corrected. On my dashboard I can't even see my contract, it's still the previous homeowners and the contract number on my dashboard is still the previous homeowners.

4 years ago

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Terri Josten San Diego, CA

Getting the run around. Our toilet has been broken for a few months. Plumbers are the worst. One never showed up after I scheduled an appointment and had my daughter wait around half the day. The next came, fixed it and then it broke again a week later. Tried to reschedule only to be told after many tries since they rarely answer their phone, only to be told they are only in our area i the mornings when no one can be home. I've dealt with 4-5 different people from American Home Shield only to be told they have to contact the plumber we are assigned to before they can switch. I keep telling them the plumber doesn't answer the phone and now a week later still nothing has been done. I just want to scream and cancel with American Home Shield but we've put so much money in to this that I feel like I would be even more ripped off.

4 years ago

Reply from American Home Shield

Hi Terri Thank you for your feedback regarding the issue with your toilet. I am sorry to hear the problem has not been resolved. I would be happy to look into this matter further and follow up with you.

Feb. 18th, 2022

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Berlinda Martin Dallas, TX

You do offer enough coverage for repairs! Having to replace a HVAC system was pretty much on us with very little help from you. We are thinking finding another home coverage provider. It seems you only want provide for small repairs.

4 years ago

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Leonard Rodela Murrieta, CA

Used for the first time after purchasing 4 months ago. Repair was done on same day. Polarity on repair was wrong but tech came back to fix on same day of call.

4 years ago

Reply from American Home Shield

Hi Leonard,
I am pleased to hear about the excellent service you have received. I hope you continue to enjoy American Home Shield and the coverage we provide!

Feb. 17th, 2022

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Kevin Nelson Lawrence, KS

They are very good for routine service calls. The problem arises when "fixing it" is not the best option and yet that is what they insist upon. I am also very frustrated that I can't amend my contract to cover other appliances without vastly increasing the price or canceling my existing contract

4 years ago

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David Rudolf San Francisco, CA

Responsive, though generally don't have a good solution to problems. Instead of replacing my very expensive dishwasher with something equivalent, you give me much cheaper models. Instead of replacing my oven door, you want to send it off for weeks and weeks to get rebuilt.

4 years ago

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Donna Brueggemeyer Cincinnati, OH

Have never had an issue with AHS when submitting claims. Always very timely and professional. The contractors they use are just as professional and trustworthy

4 years ago

Reply from American Home Shield

Hi Donna. We are so happy that you took time to let us know about your warranty experience. We are here to take the hassle out of home repairs. Thank you for trusting AHS to do that for you.

Feb. 2nd, 2022

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Patricia Brazil Saint Petersburg, FL

I was not told the truth of regarding the coverage or conditions of the plan. When I had to add additional coverage I was told it would be added to my account as a monthly payment. Every time I call, the representative promises one thing and then it is not delivered. I requestedthis policy be canceled in October and today, I get a bill for $111.84 past due. The representative said I owe $36.66 a month or $73.32, for DEC and JAN. This is not what the bill states. With some much misinformation, I do not want to keep this policy, and I have said that many times.

4 years ago

Reply from American Home Shield

Hi Patricia. Thank you for taking time to let us know your concerns. I would be happy to look into this matter further and follow up with you.

Feb. 7th, 2022

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Fred Pressley Sumter, SC

I needed some plumbing work done. They immediately contacted me and step by step let me know who was coming and when they were coming . Great services

4 years ago

Reply from American Home Shield

Hi Fred. We greatly appreciate your time to provide a review of your experience. It's very good to know that you received updates regarding your service issue. Thank you for trusting AHS to take the hassle out of your unexpected home repair needs. .

Feb. 2nd, 2022

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Shannon Douglass George McDonald, PA

It's convenient to have a one-stop-shop to call for repairs, but the products that they replace items with are of poor quality and/or they give you a very limited budget to buy a new product that isn't on their approved items

4 years ago

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Miranda Turner Whitewright, TX

The hold times to speak to a rep is RIDICULOUS!!! The likely hood of replacing an appliance is almost 0% - we just keep fixing little things $100 at a time when it is definitly more effective to just replace the appliance.

4 years ago

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LG Annapolis, MD

American Home Shield promised to replace our range, yet offered no options that fit in our kitchin (within our island that's not at all abnormal). When I asked for more options, I received no response. Update: after emailing, calling and waiting on hold for an hour, I got through to someone who managed to resolve the situation.

4 years ago Edited January 26, 2022

Reply from American Home Shield

Hi LG. Thank you for letting us know about the service experience regarding your appliance. I am sorry to hear that no one followed up with you. I would be happy to speak with you further regarding this issue.

Jan. 26th, 2022

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Daniel Guenther Harrisburg, NC

During the recent need for a hot water tank replacement we were never told (verbally or in writing) exactly how much our warranty covered the cost of the replacement. I feel as the homeowner we should be informed about the coverage amount and cost detail from the vendor.

4 years ago

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MARK OLLOM Cleveland, OH

Very disapointed in last service call. Plumber only snaked about 8ft. and told us to put drano with enzymes for 4 days and flush with boiling water. Still have issue and AHS wont cover it I've been paying AHS for 15 yrs. now and I'm seriously considering going with another warranty company. I feel like my wife and I have thrown our money away for last 15yrs. unacceptable!!!

4 years ago

Reply from American Home Shield

Hi Mark. I am sorry to hear that you are still having the same plumbing issue. I would be happy to follow up with to address this matter further.

Jan. 26th, 2022

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Linda Wagner Gilbertsville, PA

Now they have this face-to-face video and you share the new equipment in my case my washer. It was making a grinding noise and on the video the gentleman said oh that's a coupling we'll order that right now. The guy came out to fix it opened up the transmission it needs more than a coupling it needs two more parts. So I think they need to stop the face-to-face videos and come out like the old days and open the equipment take a look at it and then order the parts. Not very happy right now

4 years ago

Reply from American Home Shield

Hi Linda. Thank you for your feedback and bringing your concerns to our attention. We understand how important it is to resolve problems quickly so we do apologize for the delays with resolving the issue with your washer. I would be happy to speak with you to discuss this matter further.

Jan. 27th, 2022

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Kathleen Wallis Sahuarita, AZ

I wish I could say something positive but I can't. Long story, but when we had to have our A/c worked on, it would have cost us $1500 out of pocket so we opted to replace. I was upset so I called to cancel and was told I would receive $700 which would have been the cost of the repair. When I never received it and called, I was told it would go to the A/C company. So I decided to cancel my policy and was told I would be charged 1 mo for cancelling early! We bickered on the phone and then I was told I'd have the rest of my contract for free. I really just wanted to cancel and was never able to!

4 years ago

Reply from American Home Shield

Hi Kathleen,
I hate to hear about your most recent AHS experience and the cost associated to have the AC repairs completed. I would be glad to speak with you to reach a resolution.

Jan. 18th, 2022

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Mercado David Rio Verde, AZ

When I called they handled my situation professionally and sent out a crew that was very capable of fixing my issue. The crew is there a knowledgeable and friendly.

4 years ago

Reply from American Home Shield

Hi Mercado. Thank you for letting us know about your experiences with AHS. We strive to provide reliable and professional service for our members. We thank you for allowing us the opportunity to do that for you.

Jan. 18th, 2022

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Tracy Feldman Lancaster, PA

The electrician came on time, quickly diagnosed and solved the problem AND explained what had gone wrong (to help us avoid such problems in the future).

4 years ago

Reply from American Home Shield

Hi Tracy,
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!

Jan. 18th, 2022

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