American Home Shield Reviews

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.

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.

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.

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 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!!!

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 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.

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.

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.

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.

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.

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

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.

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.

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 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.

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.

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.

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.

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!

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!

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.

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.

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!! .

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.

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.

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!

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.

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.

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.

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 🌟

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.

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.

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.

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.