American Home Shield Reviews

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.

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.

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.

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.

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.

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.

Electrical contractor you sent - Great. However, the appliance contractor has been nothing but a disappointment, and I knew it from the beginning when trying to schedule the initial service. I even asked HS to get me another service provider, and you didn't. It will be 3 weeks total from request to repair (hopefully) for a simple thermostat and latch. That is outrageous. It is clear that HS is just contracting to the lowest service bid, which means low customer service in this case.

i had really fast service especially after it was explained water was going to ruin my floor so they were fast just have to explain and be reasonable they are good

It's been ok. I still have an issue with them giving me an excuse as to why they couldn't fix a kitchen sink leak. They claimed something about it being too low. My elderly neighbor ended up fixing it, and I have not seen another drop. Yet, I paid for excuses.

We think it is great! I wish that we had gotten the service a while ago. It has really been a great success. We would recommend it to our family and friends any day.

AC/Heat pump wasn't working. Paid $100 for a service call, ended up only needing a small part, still had to pay for a service call. Didn't see any benefit to having this warranty. Service provider had to come out the next day because he didn't check to make sure the system was actually working when he left the first day.

Excellent service! Worry-free! I have used the service twice within the last 2 months and am extremely pleased with how fast my issues were taken care of.

A faucet pipe busted in my house 3 weeks after moving in. I called for service and they denied the service do to "the pipe freezing" and "that's my fault so it's not covered". However, we are in the middle of summer and we haven't had freezing weather since April so it's impossible. It felt as though they were just trying to avoid fixing the pipe.

Most times very good. One time we were told that the supervisor would call us that day and no one called. Then we were told he would call us within 24hrs, no call. How ever we did get the problem resolved.

I am very pleased with the service Ive recieved. My only complaint is this survey which I've filled out 3 times now & your system seems to not realize it.

Happy with their service. The only time I've had a problem was when it was really, really hot. We had to wait four days to air conditioner fix. We are older and have health issues.

I was very impressed with the customer service experience I had with American Home Shield and equally impressed with the company they assigned to me to resolve my problem.

Put in a Mickey Mouse garbage disposal to replace the worn out 3/4 horse garbage disposal I had bought and had installed when I replaced square granite with slab granite!

Very professional and get the job done!It is especially important in Florida heat for ac coverage alone but we purchase all they offer. It has come in very handy!

We have had a great experience with AHS over the years we have owned our house. They are quick, reliable and financially, it has worked out for us over time.

Hot water tank went bad, leaking all over garage, went online @ American Home Shield and had appointment set and problem solved in no time at all. You guys are great!

The deductible is too high for me as a single senior citizen. My premium is too high every month as well. The wait time is too long, a week to two weeks, with no air conditioning in 90 and above degree weather before an AC technician can come to fix what is broken.

Above and beyond what was expected in and out quickly , answered all questions and explained why we were having the problems we had , will definitely use them again

The dispatcher isn't experienced to answer specific claim questions-but they will reimburse you if a denied claim is filed. Also, It appears that their allowance to repair specific issues has a lot of eliminations which will allow the claim to be denied.

The services were excellent. The agents were not consistent, and this is a major problem. It is very time-consuming to talk to different agents over and over.

It was GOOD! Problem solved! Good customer service. Easy on line orders. Professional people came out to resolve my issues. I appreciate American Home Shield!! .

We have been members for a long time and so far we have not been disappointed. AHS has changed vendors when needed and taken feedback when necessary on many occasions.

Home Shield is good. But company they use for service is not I like. Company who fix my washer took more than a month and they do not work Satrday and Sunday. They work Monday to Friday 8AM to 5PM. I work 9Am to 6PM. Also All State who has to fix My TV took more than a 7 Weeks to send me money. Keep asking same info 3 times a week. Not Good.

Don't expect to get your appliances up and running quickly. Regardless how quick your repairman responds any part that needs to be ordered is ordered from and comes from American Home Shield. It takes forever. I was without a microwave for a month and dishwasher 3 weeks. For customer service you can only take to someone from Asia.

very good experience. Trust worthty. Selections of referrals for the job usually have 4-5 stars with the help of the customers reviews. Thank you very much!

I got the Insurance mostly for my appliances but my plan covers more than appliances. Its great and a lots of peace of mind.I love it and plan to keep it for ever.

My refrigerator had some issues with running warm and not freezing. I had it serviced twice because it needed Freon. It ran warm a 3rd time and AHS replaced it with a brand new fridge.

We purchased a warranty with our new house. The day we moved in we found electrical wiring issues and the ac didn’t work. The electricians didn’t even want to come out as that is not a covered problem. The AC was fixed. But I think major electric issues should be fixed.

Work request are prompt and the quality of work is excellent..Ive used AHS 20 years ago and you couldn't ask for a better home warranty company.. 5 🌟

They have a very good internet platform. As long as you understand your contract/coverage, it’s really hard to not have a good experience when using their self service platform.

American home shield provides great service they make sure they follow up to see if the contractor has made it to your home and the contractors have been really awesome.

So far, makes me regret I signed up with them. Very quick to open a case and that's it, after that they take their time. I had an emergency, the circuit breakers were sparking and we had to shut the circuit breakers off .....no electricity in the house, stove is electric, refrigerator is electric, no lights....etc. 24 hours went by and could not get any help and as I called repeatedly, they would tell me we re working on it. After a while, they tell me go find a licensed contractor and instruct them they must call for approval before they do the work. So I get on the phone an called about 15 or more electricians and nobody is available, no wonder they dumped the task to find a contractor because they could not find one. Finally I got lucky and one tried to fit me between jobs. I ask them to call AHS and they went and took care of the problem. I sent them the bill and they replied they would not pay because there was no record of the call. So they took my $ 75.00 and refuse to reimburse me. That just one ba experience. I am still waiting for a plumbing repair for over 2 weeks.

Our issue was addressed promptly. We received a phone call the next day from the repair person, & the repair was scheduled & completed in a very timely manner.

I am very happy with the professionalism of all of the employees that I have spoken with and the quick response to handle the problem I was having with my refrigerator.

I could fill a novel with my experience with AHS. I have had several claims with them and most have been good, but the claim on my AC has been a nightmare. It has been over a month of 100+ degree temperatures since the claim was filed and my AC is still not fixed. The front-line call agents are nice, but not equipped to do the job. I had three promises of call backs from a supervisor and never received one. The way I was finally able to get someone to call me and to get things moving was to email the CEO at which point his executive escalations team got involved. The contractor was on hold with the AHS purchasing department for 4+ hours multiple times. They ordered the wrong parts and delayed the entire process unnecessarily.

Ms. Joy told me what she was going to get done when l had a problem with air conditioner and heating unit and she keep her word and got everything fix for me a one time.

Our pool pump was leaking water badly. The person they sent said it had been fixed but no work had been done. This happened 3 times with the same company. Each time I called to complain but they would only send the same company, same tech out. After the third I insisted on a different company. Apparently they have to examine your case VERY, VERY CAREFULLY for what?? Fraud?? Who wants workers at their home for no reason during a pandemic? After many calls by me they finally assigned someone new. Unfortunately the second company was also inept. I ended up figuring it out and fixing it MYSELF. What's the point of even having AHS? Please tell me.

My experience was absolutely amazing. From the time I submitted an online request to completing of the job, the entire process took less than two hours.

Hot water heater repair was good. Took longer that I wanted which resulted in water leaking all over my basement. AC unit going out was never address and my son had to sleep in 90 degree heat for 2 nights waiting on them to assign a contractor. I ended up calling one myself because my son might die in such conditions at night. I spend all night wiping him down with ice water just so he can sleep a little longer

Terrible. You have to wait hours on the phone to get any help. The representatives live on a foreign island and don't speak good English. AHS doesn't want to fix or replace anything. I've had to make 3 complaints to BBB in 6 weeks as I have AHS on 4 of my properties. They ignored my AC for 4 months, didn't accept the first guys diagnosis and waited for another 3 months for the second opinion which were total opposites. Now I feel they should get a third opinion to see who's right. My washing machine and dryer can't get parts, been 4 months already and instead of replacing they only offer a cash out of $200 like you can buy anything with that. Had a bad experience with a substandard electric company in AZ, second guy made it right but took me writing BBB to get it fixed. The company is not what it used to be. Has gone downhill and I'm going to look for a better company to cover my home warranty.

I called them about my problem, they had a vendor contract me within 24 hours and the appointment was set for contact at my home in a somewhat reasonable time frame.

I was extreme disappointed when representative Julia reported my service need as a Whirlpool Tub when I told her five times the problem was with the lever the opens and closes the drain. She had no clue about that piece on the tub. Go figure.

I have been a LOYAL NEVER MISSED A PAYMENT Clinic for 21 years. And when I need you the most YOU WALKED AWAY FROM ME. July 12, 2021 I was told a LONG LONG TIME Navy Girlfriend and Coworker passed away about 1-2 hours BEF0RE the STOVE Appliance Technician returned WITH HELP this time to remove the stove for the electrician. I was STILL crying when he answered the door. He REPORTED to AHS the stove had a short. They got the stove on the floor, after getting the top off, he LITERALLY LOOKED AT THE STOVE and THREW his hands up in SURRENDER and Said "I do NOT know how to OPEN THIS. IT CAN'T BE FIXED." BUT HE NEVER picked up his screwdriver to remove ONE SCREW to ATTEMPT to repair ANYTHING where HE SAID THE SHORT WAS. HOW Can you say there is a SHORT INSIDE but you don't open it?? In my despair, I said "OK, not big deal, AHS will send someone else as they NEVER replace, AC repairman has said several times can't be fixed, someone else from company comes. So I'm not worried about what you say. Then I went back to bed crying about my friend. I WAS STILL IN THE BED CRYING when Replacement called me about taking the $2000 Replacement check as drop in stove was out of stock in your inventory. Then we found out it was too big. AHS does NOT modify cabinets NOR countertop AND when I got my MIND half right I called to complain about him BECAUSE HAD I BEEN IN MY RIGHT MIND, he would have NEVER left my house before calling AUTHORIZATIONS to complain he made NOT ATTEMPT to fix my stove when he did NOT unscrew one screw that were HIGHLY VISIBLE, drop-in stove have NO cabinet sides. In my RIGHT MIND I call immediately to complain about substandard contractors BEFORE a receipt is written. So I called to complain AND to request a look back to see what company last came here. ALL BRANDS did and rep verified employee stilled worked for them and left a message for call to AHS about wiring skills of previous tech, AND she sent put messages to other contractors asking who worked on vintage stoves. BUT she also said we had to notify REPLACEMENT, when I asked please WAIT until they reply back. IT DID NOT MATTER THAT I WAS DISTRAUGHT 12 July, I accepted the check and that's that. I EXPLAINED RELENTLESSLY that a NEW STOVE although paid for by AHS is putting me IN DEEP DEBT Requiring NEW Upper and Lower Kitchen cabinets because 2021 ranges, freestanding, slide in and drop ins are DEEPER than my 1971 VINTAGE FRIGIDAIRE GM COMPACT30,.... she didn't care, just said YOU GOT THE CHECK and if you REPAIR the stove it CANNOT be on my contract anymore. It was like she did NOT hear nor care, that a $2000.00 check for a stove was going to put me IN DEBT OVER $20,000.00 for a new kitchen. Again you got the check and cannot repair the stove and we do not modify cabinets and countertops. EVEN AFTER I said the check is on my night stand and I will send it back FEDEX the same day it's fixed. Again NO and that we could NOT continue to look for contractors WHO COULD FIX IT. SO 21 STRAIGHT YEARS, I no longer feel SHIELDED by American Home Shield. I do NOT UNDERSTAND WHY NOTHING WAS DONE ABOUT THE FACE HE DID NOT USE A SCREWDRIVER T0 OPEN THE STOVE. HOW CAN HE SAY IT CAN'T BE REPAIRED. HE TICKET SAID CANNOT ACCESS CANNOT REPAIR. IT DID NOT SAY IRREPARABLE. CANNOT ACCESS because he NEVER UNSCREWED ONE SCREW. BUT I'M SCREWED TRYING TO FIND MONEY FOR A NEW KITCHEN AND NO STOVE FOR OVER A MONTH. TOTALLY DO NOT FEEL SHIELDED. I WAS TAKEN ADVANTAGE OF IN MY GRIEF, still dealing with Mother passing February 20, 2020 from NURSING HOME NEGLECT and then a SERIOUSLY UNEXPECTED DEATH OF A ALMOST 30 YEAR FRIENDSHIP, just hours before he walked in the door. IN MY RIGHT MIND I WOULD HAVE REPORTED HIM BEFORE HE PUT THE STOVE BACK IN THE CABINET.