American Home Shield: Read 34,312 User Reviews From Real Homeowners

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Verified Customer

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Michelle Pavey Phoenix, AZ

It is easy to make a claim on line, but scheduling with the contractor lacks a sense of urgency. However, it could be that many service calls are delayed even with direct contact without the home warranty

3 years ago

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Verified Customer

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David Stanley Spring Valley, CA

Each time I have had an issue AHS has taken care of it. May take a little time but always gets worked out. Sometimes within a few days. I recommend this service.

3 years ago

Reply from American Home Shield

Hi David. It is so wonderful that your repair need was taken care of. We can't wait to provide you with excellent service for your next repair. Thank you for choosing AHS.

Oct. 12th, 2021

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Verified Customer

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Karen Burch Burlington, IA

I have had AHS for many, many years for all my homes and it has been there thru every problem that I have ever had. It is the only company that I need and would recommend.

3 years ago

Reply from American Home Shield

Hi Karen. We appreciate your time in reviewing your experience with AHS. We want our members to know they can trust in the coverage we provide. We look forward to being your home warrany company for many more years to come. Thank you for trusting American Home Shield.

Oct. 12th, 2021

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Verified Customer

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Sharon Sno Waskom, TX

I have had the same person to come out to my house and the second time he came out and did nothing and said I need a plumber for my a/c unit I haven t calmed yet because I low I will have to pay $100 again and the worker that came and said that did nothing to earn my $100

3 years ago

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Verified Customer

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Chivers Owings Mills, MD

I've been with them for several years, when needed they provide great service, the only thing I am not sure about is how many vendors do they have. But the ones that had to be sent out have been professional

3 years ago

Reply from American Home Shield

Hi Chivers,
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!

Oct. 29th, 2021

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Verified Customer

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Harold G Smith Little Rock, AR

They were on it right from the star. the delivery co need to do a better job with their customer service I dont hold that against AHS. I just think they should know..

3 years ago

Reply from American Home Shield

Hi Harold. Thank you for letting us know about your service experience. We do our best to provide you dependable service you can count on. Thank you for trusting AHS.

Oct. 5th, 2021

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Verified Customer

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Rama Ramakrishnan Davis, CA

Great coverage of home appliances! I recently had issues with my washer, dryer & ice-maker. All 3 issues were addressed AHS contractors. Done right the first time!

3 years ago Edited January 10, 2024

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Verified Customer

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Royson Fernandes Concord, NC

I have had very good experiences with AHS until now. My dishwasher stopped working on Sep-8. AHS got me a technician right away who recommended that it be replaced. I received an email from AHS appliance replacement on 9/15 with a link to replacement models that I could pick. I selected a whirlpool model that I liked and I placed the order. I did not hear anything back for a week. I called AHS appliance delivery customer service and they checked and told me that the appliance would be delivered on 9/23 between 10am & 2pm EST by a company called JB Hunt. No one showed up on 9/23, so I called JB Hunt; they told me that the order had been cancelled by Whirlpool. So, I called AHS appliance delivery customer service again and they told me that the order was cancelled by whirlpool because it had incorrect services associated with it. The rep told me that he had placed a new order with the correct services and gave me a new date of 9/30. On 9/27, I called JB hunt to confirm the delivery date and they had no record of the order at all. So, I called AHS appliance delivery customer service again, this time I was told that the appliance model was not available yet and the delivery would be scheduled when it would be available and gave me an estimated date of 10/06. On 10/02, I received an email from Whirlpool saying that the appliance order could not be completed and to contact customer service. So I called Whirlpool customer service on 10/04, and told me that they could NOT process a delivery for installation by a company that is not a registered plumber in North Carolina. I called AHS appliance delivery customer service again on 10/05 and they checked with whirlpool and told me that the appliance will become available on 10/07 and whirlpool will contact me to schedule a delivery by Oct 13. I’m very frustrated by the delays here and the need for me to repeatedly call AHS appliance delivery customer service for updates. They blame the appliance model unavailability for the delay, but they did NOT tell me about that until I called twice.

3 years ago

Reply from American Home Shield

Good morning Royson,
I hate to hear about the delay in service that has been experienced to have the dishwasher repaired through AHS. I would be glad to speak with you to assist with a resolution.

Oct. 7th, 2021

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Verified Customer

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Brett Columbus, OH

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

3 years ago

Reply from American Home Shield

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

Oct. 6th, 2021

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Verified Customer

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Zuzanna Mendez Crystal Lake, IL

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.

3 years ago

Reply from American Home Shield

Hi Zuzanna. Thank you for letting us know about the delays with getting your refrigerator repaired. I am sorry to hear the issue has not been resolved. I would be happy to speak with you to further address this matter.

Oct. 6th, 2021

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Verified Customer

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Ayana Rowe Cincinnati, OH

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.

3 years ago

Reply from American Home Shield

Hi Ayana,
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.

Oct. 6th, 2021

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Verified Customer

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Arlinda Hopson Antioch, CA

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!

3 years ago

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Verified Customer

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Linda Kieft Indio, CA

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.

3 years ago

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Verified Customer

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Kathleen C Cruz-Moyet Nacogdoches, TX

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.

3 years ago

Reply from American Home Shield

Hi Kathleen. 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.

Oct. 5th, 2021

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Verified Customer

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Marcellus Duckett Upper Marlboro, MD

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.

3 years ago

Reply from American Home Shield

Good morning Marcellus,
Thank you for making us aware of your most recent AHS experience and the delay in service that has occurred to have the refrigerator repaired. I would be glad to speak with you to reach a resolution.

Oct. 7th, 2021

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Verified Customer

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MBC Sarasota, FL

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

3 years ago

Reply from American Home Shield

Hello MBC. Thank you for your feedback and for letting us know your concerns. I do hate to hear that you have not been pleased with the service you have received lately. I would be happy to speak with you to address any unresolved issue.

Oct. 6th, 2021

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Verified Customer

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Louise Adele Hachen Apollo Beach, FL

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!

3 years ago

Reply from American Home Shield

Hi Louise. Thank you for letting us know about the wonderful experience you had with the prlumbing company. It is our goal to take the hassle and worry out of unexpected home repairs each time you need us. Thank for allowing AHS to be your home warranty company.

Oct. 6th, 2021

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Verified Customer

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Sandra Machado-Muller Windsor, CA

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.

3 years ago

Reply from American Home Shield

Hi Sandra. Thank you the positive review. It is so wonderful that yourplumbing repair was taken care of with ease. We can't wait to provide you with excellent service for your next repair.

Oct. 6th, 2021

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Verified Customer

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Whitney King Olathe, KS

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.

3 years ago

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Verified Customer

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Charlie Stewart Columbus, OH

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.

3 years ago

Reply from American Home Shield

Hi Charlie,
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!

Sep. 29th, 2021

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Cal Stanley Tucson, AZ

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.

3 years ago Edited January 10, 2024

Reply from American Home Shield

Hi Cal. I am sorry to hear that your new cooktop has crack in it. I would be happy to speak with you further regarding this issue.

Sep. 29th, 2021

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Verified Customer

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CATHERINE NUTT Portland, OR

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.

3 years ago

Reply from American Home Shield

Hi Catherine. 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.

Sep. 29th, 2021

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Verified Customer

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Michelle Rhodes Raleigh, NC

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

3 years ago

Reply from American Home Shield

Hi Michelle,
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.

Sep. 29th, 2021

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Verified Customer

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Larry Pasley Redford, MI

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.

3 years ago

Reply from American Home Shield

Hi Larry,
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.

Sep. 29th, 2021

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Verified Customer

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Diana Hood Monroe, NC

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

3 years ago

Reply from American Home Shield

Hi Diana. Thank you for bring this matter to our attention. I am sorry to hear that the issue has not been resolved after several months. I would be happy to speak with you to assist with a resolution.

Sep. 29th, 2021

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Verified Customer

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Sandra Johnson Pittsburg, CA

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.

3 years ago

Reply from American Home Shield

Hi Sandra. Thank you for letting us know about your coverage concerns. We are here to assist you. I would be happy to speak with you to further address this issue.

Sep. 30th, 2021

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Verified Customer

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Victoria Goldrick Statesville, NC

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.

3 years ago

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Verified Customer

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Kathy Blankenship Bryan, TX

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.

3 years ago

Reply from American Home Shield

Hi Kathy,
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!

Sep. 29th, 2021

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Verified Customer

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KRISTY L WHELESS Mulberry, FL

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!

3 years ago

Reply from American Home Shield

Hi Kristyl. Thank you for your feedback regarding your service experience. I am sorry to hear the problem was not resolved to your satisfaction. I would be happy to speak with you to further address these issues.

Sep. 21st, 2021

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Verified Customer

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Roy Klein Austin, TX

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.

3 years ago

Reply from American Home Shield

Hi Roy,
I hate to hear about the unresolved appliance service request. I would be glad to speak with you to assist with a resolution for repairs.

Oct. 4th, 2021

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Verified Customer

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Tyra Norris Red Oak, TX

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

3 years ago

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Verified Customer

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Megan Pease Bloomington, IN

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.

3 years ago

Reply from American Home Shield

Hi Megan. Thank you for bringing your concerns with your recent service experience to our attention. I am sorry that you have not been able to get this issue resolved. I would be happy to speak with you to further address this matter.

Sep. 21st, 2021

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Verified Customer

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Dora North Orlando, FL

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

3 years ago

Reply from American Home Shield

Hi Dora,
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.

Sep. 21st, 2021

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Verified Customer

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Erin Collins Las Vegas, NV

Worst customer service I‚Äôve ever encountered with any product or service I‚Äôve ever purchased or owned. Cannot speak to anyone who isn‚Äôt 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‚Äôve been repeatedly billed service call fees for the same issue that wasn‚Äôt 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‚Äôt 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‚Äôt 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‚Äôd 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‚Äôs 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‚Äôs bad enough my rate was increased a full 25%(!) with no notice whatsoever, I‚Äôm not getting nothing for my monthly fee of $103. Once I finish my open claim I‚Äôm cancelling because it‚Äôs far cheaper to just pay for these minor repairs. It‚Äôs certainly less stressful.

3 years ago

Reply from American Home Shield

Hi Erin. Thank you for your feedback and for expressing your concerns. I am sorry to hear that your issues were not resolved to your satisfaction. I would be happy to speak with you to discuss this matter further.

Sep. 22nd, 2021

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Verified Customer

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Meagan Finamore Fort Wainwright, AK

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!

3 years ago

Reply from American Home Shield

Hi Meagan,
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.

Sep. 21st, 2021

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Verified Customer

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Susan Pratt Round Rock, TX

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.

3 years ago

Reply from American Home Shield

Hi Susan,
Your patronage is more than appreciated! 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.

Sep. 21st, 2021

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Verified Customer

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Danielle Northfield, OH

Still waiting on a call back from a ‚Äúsupervisor‚Äù 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‚Äôt 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.

3 years ago

Reply from American Home Shield

Hi Danielle,
I hate to hear about your most recent American Home Shield experience. I would be glad to speak with you to assist and get the issues resolved.

Sep. 22nd, 2021

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Verified Customer

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Alston Walker Portsmouth, VA

We have been waiting for a resolution to the problem I‚Äôm 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

3 years ago

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Verified Customer

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Joan McKinney McCalla, AL

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.

3 years ago

Reply from American Home Shield

Hi Joan. Thank you for providing feedback regarding the service experience with your microwave. I am sorry to hear this issue has not been resolved. I would be happy to speak with you to assist with a resolution to this matter.

Sep. 21st, 2021

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Verified Customer

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Avik misra Elk Grove, CA

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.

3 years ago

Reply from American Home Shield

Hi Avik,
Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt service. We hope you continue to enjoy the coverage we provide!

Sep. 21st, 2021

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Verified Customer

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Kathy Callahan Marble Falls, TX

It was O.K. I still don‚Äôt 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.

3 years ago

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Verified Customer

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Jason Collette

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.

3 years ago Edited January 10, 2024

Reply from American Home Shield

Hi Jason,
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!

Sep. 21st, 2021

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Verified Customer

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No name Mableton, GA

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

3 years ago

Reply from American Home Shield

Hello. Thank you for taking time to write a review of your service experiences. I am very sorry to hear that we have not met you expectations for service. I would be happy to speak with you to address any unresolved issue.

Sep. 22nd, 2021

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Verified Customer

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Diaonne Wilmington, DE

The insurance is worth having. I am glad a family member suggested I get it. The entire process was fairly smoothly. They couldn‚Äôt fix my old fridge so it got replaced.

3 years ago

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Mike Foerster Newnan, GA

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!

3 years ago

Reply from American Home Shield

Hi Mike,
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!

Sep. 21st, 2021

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Camilo Riveros Duluth, GA

Poor communication and false expectations from the agents. After filing a better business bureau complain, I realized the agent reviewing it didn‚Äôt 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.

3 years ago

Reply from American Home Shield

Hi Camilo. Thank you letting us know about your experience. I am sorry to hear that the issue was not addressed to your satisfaction. I would be happy to speak with you to further discuss this matter.

Sep. 21st, 2021

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Beth Reno Las Vegas, NV

Customer service is bad. Most people do not speak English clear enough and don‚Äôt 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‚Äôs 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‚Äôm 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 .

3 years ago

Reply from American Home Shield

Hi Beth,
Thank you for sharing your feedback and bringing your most recent AHS experience to our attention. I would be glad to speak with you about the customer service issues that have been experienced.

Sep. 23rd, 2021

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Patricia Wisehart Morristown, TN

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.

3 years ago

Reply from American Home Shield

Hi Patricia. I am sorry to hear that your service issue was not addressed to your satisfaction. I would be happy to speak with you to futher regarding this matter.

Sep. 13th, 2021

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Randy Sahae Millbrae, CA

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.

3 years ago

Reply from American Home Shield

Hi Randy. Thank you for taking time to provide feedback of your service experience. I am glad you were able to get a different contractor that you more pleased with. We want you to know you can count on AHS. We look forward to providing with better service experiences in the future.

Sep. 16th, 2021

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Pat Clements Redwood City, CA

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!!!

3 years ago Edited January 10, 2024

Reply from American Home Shield

Hi Pat. Thank you for expressing your concerns regarding the vendors and your plan coverage. I would be happy to speak with you to address any unresolved issue.

Sep. 14th, 2021

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