American Home Shield Reviews

My first experience was wonderful and quick. However, my second experience was a nightmare. It took three weeks before I had a working washing machine. There was a lack of communication between AHS and the two different service providers and I was caught in the crossfire. I pray that I never have to go through anything like that again!

I needed an electrician out, and AHS was able to get someone contracted within hours, and once the company reached out, they had a person out to my home within 24 hours.

It was a great experience and the technicians did a great job of fixing my problem in my home. Both over the phone and in person service was fantastic

So far not so great. Someone was suppose to order a part for my broken fridge and after waiting the 10 days it turned out nobody ordered it. So I have to wait additional 10 days. Plus a few additional days of waiting in between for communication between you and the contractor’s company. So far I’ve been without a fridge for more than 3 weeks. Horrible communication and very long hold/wait time.

My refrigerator broke on 9/17/21 and the part will not be here until 10/6/21. And the technician said it may or may not work. So my family of 4 has to eat out every day for each meal. There is no one to talk to, everyone is out the country i.e supervisors. This is a nightmare. I have ask for the cash option to buy a new refrigerator. I was told I would purchase a mini fridge up to $150.00 and upload the receipt for reimbursement. First there is no refrigerator with freezer that is under $150.00 and second why would I trust that I would get reimbursed in a timely manner. AHS should of anything for the delay send me a gift card or check value enough to buy a refrigerator. And someone should be telling me since it taking so long they would reimburse me for the $100.00, I paid for the technician. My experience has been horrible to the 10th degree and very disappointing with the company.

We have had 2 service calls. The first one for the garage touch pad was a great experience. The second for our dishwasher has been a disaster. The repair company keeps canceling. They will not give an eta until the day of. Then they do not show and then call after the fact to cancel the appointment that was missed.

This company is great. Always very professional. My mother had this company also when she bought her house about 30 years ago and just amazing. It is worth the membership.

I have been a customer for many years. In the past response and service was superb and not only woukd I recommend AHS I personally referred people to them. In the past year AHS has dramatically changed, for the worst. When you call to file a claim you will get an agent outside the US (South America or the Philippines) who is working out of their home and is often difficult to understand. When you ask to be transferred to someone higher up you can’t but you are told your case will be escalated and you will received a call in 24-48hrs. Your call in NEVER returned (personal experience form 6 or more attempts ive made personally). You literally get worn out and give up (saving AHS from paying out anything). Numbers like customer service do exist if you can find it (seems it’s a secrete which no one will divulge). If and when you can find customer service they are also outside the USA and give you the same line that they will escalate your problem and you will receive a call back in 24-48 hrs. It NEVER HAPPENS. In short f you have a contract, and a problem which you file a claim for there is a 50/50 chance that it will be addressed. In general if you are fortunate to have your claim addressed the techs that are sent out are generally excellent though I have detected that sometimes it feels like they are discouraged from helping if your problem is more than a quick fix. Adding to the problem since you can’t find a customer complaint number to call the only other number you CAN FIND is sales which is handled by an extremely arrogant and rude individual whose sole purpose is to switch you from your existing policy to one of there needs policies which offer nothing particularly more compared to what you were paying less for with your old policy. The exception is the premium policy which of course costs more and promises more if you are fortunate to get service from AHS to start with. It feels like there is now new ownership who is not concerned about customer service but instead their profit and whatever is required to keep their bottom line more profitable. Corporate greed is immediately felt with every phone call made to them and the response they give you. I loved AHS and felt it was a godsend to owners of older homes. Now it’s become a fight every time you call with a request for service. I honestly do not expect this company with their current practices in place to remain in business much longer. My recommendation would be to prospective clients to speak with other people who are using AHS or have used AHS. Compare it to what others say about AHS’s competitors

What peace of mind I have with AMS driving the repairs to my house. Hers and His Plumbing with Cory and Dennis out of Palm Meadow making repairs was terrific!

Had a great experience.I got to talk to a live agent without being kept on hold...This is huge!!!! Plumbing job was assigned and plumber called and worked with my schedule.

It is okay. They did replace our water heater but we still had to pay 600 dollars for the parts that connect the water heater. I really hate who they contract with locally. It’s usually some business that no one has heard of and has crappy reviews.

I have called 5 times in the last 2 weeks. And now I’m being told that even though the installer cracked my stovetop upon installation American Home Shield will not replace it. I have asked to make a complaint twice and have never been called back or received an email. **UPDATE** Per the Escalation Dept and the Social Media Dept at American Home Shield. I am being told that American home Shield Warranty does not stand behind the sub-contractors they hire. Meaning if they do not install or fix something to your satisfaction that is just too bad. I was told to go to my home insurance company for compensation, because of a problem they created. This is totally amazing to me and I would tell everyone to steer clear of this company.

I was pleasantly surprised this time with my service call to AHS. They were prompt and courteous and took the time to accommodate my insane schedule.

The first company referred to fix our air conditioner was a month out. American Home Shield called till they found a great company that responded within 4 days.

Great experience. Quick turnaround after requesting service. Friendly and quick service of the individual that come out to the home to fix our products.

I have been a member of American Home Shield for many years and I am very satisfied with there service , and professional staff. Keep up the great work.

March 24 2021 I contacted American Home Sh ield about my Frigidaire refrigerator. They assigned Atech Appliances to repair refrigerator. My refrigerator has not been repaired as today September 23 2021 . It will be 7 months tomorrow its horrible 😢 American Home Shield has been giving me the run around and Atech ignored calls for months. It doesn't take months for parts to come it . Finally a technical from Atech scheduled an appointment September 9 at that time he said he is not able to repair the refrigerator. Bill advised me a couple of days later he contacted the Authorization Department and Purchasing Department on September

None of the appliances that had to be replaced were covered in full, in fact for my air conditoner to be fixed I had to pay almost $4000 out of my pocket,now my water heater which I replaced brand new 10 years ago, is going to cost me $1100 in extra parts that are still practicually brand new,.I can agree with the cost of the Permits but here again I am paying for all of these extra items that I should not have to pay for: its getting ridiculous. AHS does not do what they advertise.

They reapond fairly quickly to requests for service, but I have had several issues with them not processing payments correctly, even though my billing information is recorded accurately.

Whenever I have a problem/breakdown they are on top of whatever I need and they are courteous about it. I have been with them many years and have never been disappointed.

This would have been a 5. based on previous experience. But this time, AHS has done nothing to find out why the 2 appliances I submitted a work order on about 2 months ago have not been fixed. If they cannot be fixed, then don'tthey need to be replaced? Yet it seems that AHS is not wanting to do that.

I would have given 5 stars but the technician had to come out 3 times. He was very nice and professional, but having to come back put me off. I pray my AC is fixed and I pray I won't have to call anyone back again

so far not so good and I requested followup on A/C within timeline and you canceled it when I checked on it you ask me to pay $100. I WON'T BE REFERRING YOU TO ANYONE UNTIL THIS IS RESOLVED. YOUR 800 # IS HORRIBLE AND IN ANOTHER COUNTRY. THEY DO NOT PROVIDE CUSTOMER SERVICE UNLESS YOU PRESS THEM TO WORK ON IT AND THEY DO NOT FOLLOW THROUGH WITH WHAT THEY SAY. DO YOU HAVE A CALL CENTER IN USA AT ALL? ALSO MYSLEF AND THE PERSON THAT REFERRED ME HAVE NEVER EVER RECIEVED OUR REFERRAL VISA CARDS. IS THAT TOO A SCAM? TROY SINGLTON REFERRED ME FROM 2610 LAVON WAY ORLANDO FL. HE WAS TO GET VISA CARD FOR REFERRAL AND I WAS TO GET VISA CARD FOR JOINING - - - - WHAT A JOKE!

First experience to rekey my house went smoothly. The second time, my dishwasher broke. I handled it over the phone, they charged me $100 and setup me up with a service company. The service company did not get a hold of me and everytime I called them it went straight to an automated message stating that the voicemail is not setup. I called customer service again they said that I have to cancel my service request. They'll refund me and I have to put another request in to charge companies. When I agreed the customer service agent said he can't do it because of his computer or something and gave me a number to call - it was the same customer service line. I called a second time. The person said they'll refund my money and I agreed to request the service online. When I went online to my account it wouldn't let me request service. I then called again and they said I have a 30day period where I cannot make a request. Meaning even though I signed up on my day of closing I get only 1 free request the first 30days and that I already used up my service request! I was quite upset and said that I want a copy of my contract because the link on my account does not work. They said they'll send one. They didn't. So, I haven't received my refund nor have I received a copy of my contract. Not to mention, when I call into the service center often times the accents are so thick its hard for me to understand them. Additionally, the customer service reps seem undertrained, not knowledgable, and incompetent.

Excelente service!!! Above and beyond any expectations!!! I too work with the public and knows well how a company strive for top costumer service. They are TOP

AHS does not repair items and find loopholes in the contract that you did not receive to repair/replace the items. ASH milks you for surcharges to come to your home and the contractor does not look at all the requested items. Then you have to call AHS to submit a repair request foe yhe same item that was originally requested. AHS sends a renewal contract that was paid in full and hounded the homeowner for additional fees for 6 months before remediating the issues. There no Supervisor to speak with when needed. AHS employes agents who are unable to be understood because of their language accent. AHS takes up to 7 days to make a decision about repairs and then deny them. AHS does compensate the homeowner for their delays which result in a financial hardship

Booking appointments has been easy but there have been issues getting resolution to problems. My latest issue has been pingponged between HVAC and plumbing while the leak continues to go unsolved.

Have had it since 2017 and whenever there has been an issue they are prompt to resolve it and in constant communication. Very happy with the service.

We have been waiting for a resolution to the problem I’m having with my central a/c unit since June of this year. 3 months later and at the end of the summer and this issue is still not resolved. Even after being told that there would be a payout,there is still no satisfaction

Still waiting on a call back from a “supervisor” from a month ago. We paid for a claim out of pocket (we waited over a week to have a contractor assigned, then they wouldn’t come to us bc we were too far. We needed ac repair, 90 degrees, we have 1 year old twins) and filed reimbursement. We have called 3 times. Each time we were told we would be contacted in 24 hours by supervisor. When we posted on AHS Facebook page, they commented on the post saying that they responded to us privately. They did. They told us to call customer service, where AGAIN we were told we would receive a call back within 24 hours. That was 3 weeks ago.

I have had AHS on various homes since 1990. I even purchased coverage for my Mom on her home when my Dad passed. Great to have, one less worry when owning a home.

Poor communication and false expectations from the agents. After filing a better business bureau complain, I realized the agent reviewing it didn’t put enough effort to better the situation. Instead, decided to go by what she has than to hear me out when I requested a call. My complain was very vague because it was too much information to write. She got confused with my request and think my complain is about a washer repair visit and it is not. This is also shown on a review posted on google, AHS responded with their so called resolution which had nothing to do with my main concern.

I have used my home warranty approximately five times, each time the service has been prompt and I have been absolutely satisfied with the repairs made!

It was O.K. I still don’t know how to change the temperature setting in the freezer. The technician said he went into administrative changes which he has access to as a technician and made a temperature change.

The insurance is worth having. I am glad a family member suggested I get it. The entire process was fairly smoothly. They couldn’t fix my old fridge so it got replaced.

We put in a claim AHS for our microwave that stopped working. We were told that it could not be fixed. We were sent an email to give us a choice of replacements for the microwave. I made a choice and sent the email back. We were told that Stephens Appliances was responsible for the new microwave. My husband has been trying for days to reach Stephens. He heard from the owner today. He said he had a heart attack and was still in the hospital, but that AHS was responsible for the new microwave. My husband talked with an AHS representative who told him that you had not received my email. My husband was assured that I would receive another email with the choices so we could decide on a new microwave. We are now over two weeks with this claim. I DID NOT RECEIVE THE PROMISED EMAIL TODAY, BUT I DID RECEIVE THIS REVIEW. I am not impressed to say the least. I expect service tomorrow and I want you to know that we do not see the merit of a home warranty with you. If we don't get service soon, I will drop an email to the Better Business Bureau and tell them how this claim has been handled.

Worst customer service I’ve ever encountered with any product or service I’ve ever purchased or owned. Cannot speak to anyone who isn’t an offshore rep who had no idea how to address specific issues. They read from an obvious script and lack the ability to deviate from it. I’ve been repeatedly billed service call fees for the same issue that wasn’t resolved, been forced to work with incompetent contractors, including one from my blocked list (comprised one only 1 company). In that case I was told I had to call in every request for service to have any contractor assigned because AHS and their system is incapable of incorporating this blocked information. I was promised return calls within 24-48 hours, on 3 occasions in 2 weeks. I never received a return call. Rep refused to escalate my issue, claimed there was no supervisor that existed, despite prior rep saying there was an escalations team handling my issue just the day prior. Customer service doesn’t understand the subject matter of any issue. After explaining I would not continue to work with the assigned, blocked contractor who took 5 days to come to my home for a broken hot water heater, then failed to touch or diagnose it and left, closing the ticket, insisted they had to consult the same deficient contractor who I had already allowed to return and still did zero work. I said I won’t work with them and wanted a different contractor assigned so there was no need to involve the contractor who never did any work. I was told to pay a new $75 fee or I was stuck with the blocked contractor who refused to fix my hot water heater. I’d been without hot water for 8 days at that point. The rep called the contractor anyway, refused to assign a new contractor and said I had to allow the incompetent company to keep returning at their convenience regardless if they never did any work, because that’s who AHS assigned. Refused, adamantly, to allow me to elevate the issue stating no one supervised them and that I had no recourse. Beyond obnoxious behavior and the had the audacity to demand 5 star feedback! It’s bad enough my rate was increased a full 25%(!) with no notice whatsoever, I’m not getting nothing for my monthly fee of $103. Once I finish my open claim I’m cancelling because it’s far cheaper to just pay for these minor repairs. It’s certainly less stressful.

They were quick to help when I had a leak in my kitchen. Then when we realized it was the dishwasher they sent someone out quickly to help with that!

Customer service is bad. Most people do not speak English clear enough and don’t really try to help you . I asked to speak with management they denied me flat out. They had trouble understanding me and what I wanted. I had some appliance fixed and that went well. The tech and company they sent were great. It’s the scheduling issues. They are in the Philippines and they have a huge language barrier. A big company like AMERICAN Home shields should have better customer service. I still want to speak with a manger and would appreciate a call from one soon ! I’m glad you sent out this survey a big company like you needs to know what going on. I also have an issue with false advertising on an email you sent out. Please have some reach out to me. Your service could be so much better if someone from management knew the issues .

They are only as good as their local contractors. I had a sub-standard experience with the first contractor and had to request additional service. The second company dispatched was MUCH better.

Worse customer service experience. They lied, couldn't answer questions, would not allow us to talk to supervisor, and were never helpful. I had to wait and call for over three weeks to get a company assigned to us. The first person they assigned it to, hadn't worked for them in two years. It took them two weeks to get the person we requested (and initially diagnosed the problem) to be reassigned. The day he was supposed to come out, they said that it was no longer approved. It had been approved for three weeks. Then the day of the repair they no longer cover it. Worse company I have ever dealt with.

They are inconsistent. Sometimes their contractors are very good...other times, they send out a low budget group that is not what one would expect. Further, it is the hidden/small print items that are not covered that kill you. Recently, I had an issue with my dishwasher. It started on December 11, 2021. It was a full month before they even were able assign somebody to come out and look at the dishwasher. Once they did, their subcontractor, over the course of 2 visits and 2 more weeks (they had to order a part) ultimately determined the dishwasher needed replacement...and he also did something to cause a leak that went all over my hardwood floors and cause some of the boards to warp...to which AHS has completely washed their hands of any liability for this. Not happy!!! Regarding replacing the dishwasher, we initially were given a list of replacement dishwashers, none of which met the specs of the high-end dishwasher we were replacing. So we decided to take the cash reimbursement which amounted to about 1/3 of the initial cost. Because we had personal obligations, too much time went by and that list "expired"...which was news to me. So I had to call AHS again to get the list reativated. The person that helped me looked at the reimbursement amount and stated that she felt the amount was way too low for a Miele dishwasher. Come to find out, the initial reimbursement cost was not based on a high-end dishwasher - rather something less. For example, AHS did not take into account our Miele had a stainless steel interior but rather priced it at a plastic interior. Long story short, the woman was able to increase our reimbursement by about $300 as well as give us some additional options to purchase. While I truly appreciated the help this agent gave us and the subsequent re-valuation, the fact of the matter is, had I not called, AHS would have short-changed me without me knowing!!! Again, not happy!!! So, here it is now nearly 3 months later and we are finally getting our dishwasher replaced with a somewhat comparable unit. Granted, the last month of this process was caused by our own delays, but from December 11, 2021 through early February, 2022, the delays were all on AHS and their inefficiencies. Between the numerous phone calls I had to make to AHS (at least 15 calls...and they NEVER initiated a call to me...even though I was promised more than once that they would call me back with an update), I probably spent upward of 10 hours just on the phone with their agents. Their follow-through stunk! The entire process was a cluster of errors. And the fact that I now have ruined floors that I will have to pay to get refinished because my AHS contract does not cover this "secondary damage" - even though their subcontractor caused it! - is just added frustration to the entire body of effort...or lack thereof! I will add that I even voiced my complaint to their CEO - only to be put in contact with his underling (probably and executive assistant) who was occasionally helpful, but in the end always reverted to what was in the contract, regardless of any possible extenuating circumstances. Needless to say, not a good experience and I would be very hesitant to recommend AHS to anyone!!! As of this writing, I still use them because there a few other things I need addressed...but once taken care of, I will look elsewhere for a home warranty!!!

Communication with customer service is an issue. They tell me to contact the contractor regarding my questions of the service terms or pricing and I get sent back and before clarification. Can be frustrating. Client portion for things not covered are always costly.

I have used American home shield for just a little over 4 years. I have some issues with contractors not contacting me for service. With a quick call to the customer service line my issue was resolved promptly.

Our refrigerator stopped working on Thursday night, September 2nd, and I contacted AHS to request a service order. I contacted AmericanHome Shield on Friday morning, September 3rd, about the service order and let the customer service know that I had a medical emergency. We have an elderly parent leaving in our home that requires medication to be refrigerated. The call was dispatched to Axis Appliances. I received a call from Axis informing me that they would be able to service the refrigerator until Saturday, September 11th. I informed the contractor that the appointment would not be feasible do to the medical emergency. I requested that Axis book the appointment and that I would contact AHS to see if there was another contractor available for an earlier appointment. I spoke to another customer service associate with AHS and explained that Axis informed me that the appointment would not be until the 11th. A new contractor, NK Appliances, was dispatched and I was given a service date of Wednesday, September 8. I spoke to the contractor and scheduled the appointment. While we were discussing the issue with refrigerator and my concern about my mother-in-laws medications. The contract suggested that I contact AHS again and see if they could get someone earlier. I confirmed with the contractor that we still had an appointment on Wednesday, September 8th, before we finished our call. I contacted AHS again on the suggestion from NK Appliances about seeing if there was another contractor that could be dispatched. The customer service agent started to question me on why I needed to request a new contractor. I informed the customer service agent about the medical emergency. I was then told that I should have informed AHS the information on the original service call. I explained to the agent that I informed the two associates on the original calls that I needed to see if I could get service expedited due to an medical emergency and that information should be on the call notes. I was told that a dispatcher would call me within 4 hours when they had a contractor available. Before I ended the call I informed the customer service agent that I did not appreciate her line of questions and lack of customer service and requested a supervisor or manager to contact me. I did not receive a call from a dispatcher until the next day which was about 24 hours later. I was informed that they were not able to find service and that my option was to find a company to service the refrigerator. I explained that I would not be able to find a company to service us on a Saturday afternoon and added that Monday was a holiday. I was then informed that the appointment that I has scheduled with NK Appliances on Wednesday was cancelled so that the dispatcher could work the call. At this point I am furious with AHS because of the lack of professionalism. As I was talking to the dispatcher, I received a text message stating that my service order had been contracted with Axis Appliances again. I asked if he had contracted the service order to Axis. He told me no but since it was contracted with them that I would have to wait for Axis to contact me to see what they had available. I informed him that they had already been contacted and would not be able to service until the following Saturday. He started again that I would have to wait to hear from Axis on Tuesday to confirm the appointment. I received a call Tuesday morning from Axis and was told the exact same information from the original call that they were not able to service until Saturday, September 11th. I contacted AHS again and informed them about the service issue. I was told that she would need to confirm that Axis could not accept the service call and left me on hold. Once that customer service came back on the line. I think was told I was correct that they could not receive the service order and that they would need to contact another contractor. I was told that there were no contractors available and that dispatch would have to call me back. I asked again how long that would take. I was informed again that I should receive a call back with 4 hours. This was at 11:30 am. I did not get a call and decided to call back at 3:30. I was told that the service order was still pending and due to protocols that they could not contact dispatch until 4 had passed. I again asked to have a supervisor or manager. I was told that there were no supervisors or managers available and a request could be put in for them to call back. At the point of this email. I have not received a phone call back from dispatch, supervisor, or manager. I have received a text message stating the service order was assigned to a contractor but I have not received a call back from them. There has been no resolution to this service issue and I am seriously questioning if I need to keep my service with AHS.

The last time I called American Home Shield. I got great service. A technician was at my home within 48 hours of contacting them. This is not always the case though. Thus the reason for the fair rating.

American Home Shield was very prompt in getting someone to come to my house. I called in a claim on a Sunday night and someone was at my house the very next day.

They are quick to get a company out to diagnose the problem. They need to do a better job of getting firms that actually follow through and do the task at hand. The last company took the trip charge and ran!!!!.

It takes entirely too long to have your issue addressed by AHS. It my biggest complaint is there's no way to speak with a manager when you have you have an unacceptable experience with customer service. I have called 10 times requesting a supervisor or manager and have been lied too repeatedly. Outsource outsourcing the customer service to India was a really bad idea.

I requested them on my refrigerator that was nit cooling nor freezing. I was informed what needed repairing was nit in my contract which I appreciated.