American Home Shield: Read 34,871 User Reviews From Real Homeowners

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Mary Ann Davis Springville, AL

Talking with someone on the phone is a real challenge. Long holding time. We have paid out of pocket for repairs because we could not wait for home shield. One Christmas our water heater went out and flooded our basement. We had out of town guest and could not wait for home shield to fix the problem. We recently paid out of pocket most of the cost for a new air conditioner because home shield would not pay all. We waited over a month for a new oven install. Not to mention to ever increasing monthly rate.

4 years ago

Reply from American Home Shield

Hi Mary Ann,
I hate to hear about your most recent AHS experiences to have the water heater and AC repaired. I would be glad to speak with you to assist with a possible resolution.

Jul. 22nd, 2021

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Marguerite Green Berkeley, CA

This is a good investment for the care of your home essentials. It was very easy to initiate a contract and the rep took the time to go over all of the contractual details.

4 years ago

Reply from American Home Shield

Hi Marguerite. We greatly appreciate your time to provide a review of your experience. It's very good to hear that your policy was explained to you. We are so happy that you are finding the value in the coverage we offer. We cannot wait to provide you with great service for your next repair need.

Jul. 21st, 2021

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La Donne Cornelius Paramount, CA

I like having am extra layer of assurance incase a repair is needed in my home but sometime it's difficult to speak to a representative when needed. Also, some of the technicians don't do the greatest work and try to overprice consumers. Its a little hard to trust Ahs when the technicians are swindling us.

4 years ago

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Jim Hamblett Williamsburg, VA

I had a dryer that needed repair. I submitted a claim and in a matter of minutes I received info on the repair service . Dave's Appliance Repair did a great job.

4 years ago

Reply from American Home Shield

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

Jul. 22nd, 2021

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Barbara Bonnet Alexandria, VA

1. Phone was answered promptly . 2. Job was assigned and I had an appointment very quickly. 3, Plumber who did the work was competent and professional.

4 years ago

Reply from American Home Shield

Good afternoon Barbara,
We love to hear when we have provided fast and professional service to our customers. Please continue to share your experiences with us and we will continue to strive to meet your needs.

Jul. 21st, 2021

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Barbara St. George Boerne, TX

They do not support me when I have a problem with the technician or service they send. I have had a plumber problem that is now having plumber return for 5th time. They have damaged the wall. The owner/ manager from ASAP never returns calls. The service who delivered my oven scratched the floors and AHS refuses to aid me in getting this corrected or even addresses.

4 years ago

Reply from American Home Shield

Hi Barbara. We hate to hear about the experiences you have had with your plumbing and oven. We are here to address your concerns. I would be happy to speak with your further regarding these issues.

Jul. 20th, 2021

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Timothy Young Sparks, NV

American Home Shield assigns companies quickly. Unfortunately 1/3 of the companies don't call to make the repair appointments. One dryer repair company couldn't fix our dryer and said they would refer the claim to a repair company to finish the job. This never happened.

4 years ago

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Merle Silverman Dunn Loring, VA

Contractors are generally competent. Sometimes it is difficult to arrange appointments and respond to follow ups. Difficulty with current plumbing contractor. Drags on repairs.

4 years ago

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Imogene Coats Los Angeles, CA

Best- The companies Home Shield sent out to fix our plumbing were great. Timeliness, and professionalism with Homeshield, and both plumbing companies were exceptinal

4 years ago

Reply from American Home Shield

Hi Imogene. We really appreciate you taking time to let us know that your plumbing problem was resolved so effectively. We look forward to providing you with excellent service for your next repair need. Thank you for choosing AHS as your warranty company.

Jul. 13th, 2021

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RAYMOND PEPITONE Saint Cloud, FL

Appreciate knowing everything in my home is pretty much covered. What needs MAJOR improvement on your part is the VERY long wait to speak to an agent!!!

4 years ago

Reply from American Home Shield

Hi Raymond. Thank you for letting us know how we are doing. We value your opinion. We are happy to hear that you are enjoying your coverage and we appreciate your patience as we work to improve on the time it takes to speak with an agent.

Jul. 13th, 2021

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Jarod Bloomfield, MT

I would like to chose my own repair person as I know many in the industry and I feel that I could get a better price and more personalized service when I need it

4 years ago

Reply from American Home Shield

Hi Jarod. Thank you for your feed back. We value your opinion. We continue to update our vendor netowrk to provide the best service possible to our members. We would be happy to assist you and select a vendor who will be able to provide you with a great repair experience.

Jul. 13th, 2021

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Patty smith Canal Winchester, OH

I have used the home warranty a few times in the past 3 years. Always had my issue repaired. Response is quick. I have been pleased with repairs to date.

4 years ago

Reply from American Home Shield

Hi Patty. It is really wonderful to hear that your repairs have been taken care of and response time was quick. We do our very best to take the hassle out of home repairs. Thank you for trusting AHS to do that for you.

Jul. 13th, 2021

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Holly Niro Brunswick, OH

I have always had good experiences with this company until I needed plumbing work. They contract with a company that has horrible reviews and never came to my house to complete the repairs. However, American Home Shield will not refund my money because the company said they came to my house. So, I lost the $100 and my boyfriend had to do the repair.

4 years ago

Reply from American Home Shield

Hi Holly. I am sorry to hear that you did not have a good experience with your plumbing repar. We are here to address your concerns. I would be happy to speak with you regarding this matter.

Jul. 15th, 2021

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Venicia Ferrell Hampton, VA

When ordering a new appliance for a customer ensure that it has been delivered before scheduling installation. This issue caused me hours of frustration and there was no one in the US that responded to the call and any AHS phone number.

4 years ago

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Detra Johnson Chesapeake, VA

Honestly, I am up in the area about AHS. I think that some service providers are very honest and want to do best by customers, while other come off a little shaded. So to rate AHS means rating the service providers and they are not all inclusive.

4 years ago

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Debra Crawley Richmond Hill, GA

It is do easy to submit a request for service. The service tech contacts you within seconds. The need is taken care within 24 hours. I could not be happier.

4 years ago

Reply from American Home Shield

Hi Debra. Thank you for your review. We do our best to provide our members with prompt and reliable service for all your repair needs. We thank you for trusting AHS to provide you with warranty coverage you can depend on.

Jul. 14th, 2021

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Dennis Cook Edmond, OK

I currently have a claim for my oven replacement. Please send me the $375 check.I have been given the option to receive a $375 check and replace my oven myself. I need the $375 check so I can afford to buy the replacement oven. AHS is requiring me to buy the oven first and then send AHS the invoice. This is not good customer service. I have had the AHS policy for 10+ years.

4 years ago

Reply from American Home Shield

Hi Dennis. Thank you for letting us know the problem you are having with replacing your appliance. I would be happy to speak with you and assist with resolving this matter.

Jul. 16th, 2021

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Mark Attucks La Plata, MD

I have been with them for almost 4-years. I have seen tremendous improvement with their service and responsiveness. The only negative is that it's pricey once you factor in the service call fees.

4 years ago

Reply from American Home Shield

Hi Mark,
Thank you for your feedback regarding AHS and your overall experience to have repairs completed!

Jul. 27th, 2021

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Brenda Street Coldwater, MS

The service is okay. It took 3 months of calling customer service to get my air conditioning fixed. But next day on my washer. Customer service was a nightmare. Once we got approved and after 3 opinions on the air conditioning unit it was fixed.

4 years ago

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Teri Elmore Fort Worth, TX

I like that it saved me money, but it took 2 weeks without reliable air conditioning in 100-degree Texas to resolve my issue, & 3-4 days for each service call request, which was miserable when my house was 85 degrees & I couldn't sleep at night.

4 years ago

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Steve Ezzell Eastland, TX

If you had asked me this question a month ago I would have said AHS is a great home warranty company. But then I hadn't had to use your services in quite a long time. Now, however it is a different story. This is based on my recent contract at 904 Foxhollow Rd in Eastland, TX. I have ticket with AHS right now that has yet to be resolved. I originally placed this ticket on Tuesday the 29th of June with an HVAC not working issue. AHS never reached out to me with any information on a possible contractor for around 96 hours. I did communicate with AHS during that time, but it was always me that initiated the call. I was told over and over during those calls that someone from the dispatch team would be contacting me, but none ever did. Finally, on Friday the 2nd of July, I received a text from AHS saying they had assigned a contractor. So I reached out to the contractor at the number AHS gave. The contractor did call me back and we made arrangements for him to come to my house. Of course since this was late on Friday, this meant that we would be without AC the whole hot July 4th weekend and, as a result of the contractors prior commitments, he wouldn't be able to come to my house until the following Thursday. At anytime, during that 96 hrs, AHS could have, should have, given me the authorization to choose my own contractor. If they had done, my family would very likely have AC right now. I have asked several HVAC contractors lately and they have all told me that yes, they have dealt with AHS before, but no, they don't want to do so in the future because it is too difficult to deal with them. I don't know what has happened to AHS in the past few years, but this is definitely NOT the company that I originally dealt with when I purchased my first house in 2015!

4 years ago

Reply from American Home Shield

Hello Steve. I am very sorry to hear that the recent request for air conditioning has not been resolved. We are here to assist with getting this resolved. We understand how important it is to have your air working. I would be happy to speak with you further regarding this situation.

Jul. 19th, 2021

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patricia s donovan Phoenix, AZ

Most of the time there is some "exclusion" to what is needed. My last claim was pretty simple. Toilet that would empty on occasion. The man that came was very nice. Replaced the flapper for 125.00. Seriously. Still have the same issue and now it doesn't even flush completely. I do most of my own work. I put a claim in so I could have a plumber look at because I thought it was an issue behind my capability. That's why I have a home warranty. I feel like a number and the service providers come in and out quickly. I will call to cancel.

4 years ago

Reply from American Home Shield

Hi Patricia. Thank you for your feedback. I'm sure it is frustrating if you are still having problems with your toilet after a technician has been out. I would be happy to speak with you to assist in resolving this issue.

Jul. 19th, 2021

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Kim Douglasville, GA

Still looking for Ashton Kutcher to jump out and say "you've been punked". Seriously can't make this up. I was assigned Eagle Heating & Cooling of Georgia through my home warranty, American Home Shield. Not by choice I can assure you. I read ALL the horrible reviews and wanted another contractor but EH&COG was the only option. EH&COG sent me a text stating they will arrive at my home on a Wednesday (work day) from 9 am to 5 pm. Who does that? I tried to call (during business hours) to get a specific time window but my calls went to voicemail. I even called AHS and they tried to call them but to no avail (wow, AHS really need to screen their contractors). Needless to say I was able to meet Don and Tyler to my home, offered them bottled water, and thanked them for "fixing" my ac. Hahaha the jokes on me!!!! Fast forward 14 days later and I notice my ac is leaking and causing damage to my ceiling. I called AHS to let them know and of course they tell me they aren't responsible for secondary damage (which is true, stated in contract). But I feel they are responsible for choosing incompetent contractors. Anyway, I also called EH&COG and spoke with a woman who then said she couldn't help me but her office manager could. Enter Sherry (she's the life of the party). I proceed to tell Sherry my issue in a calmly manner (my mom always taught me you can catch more bees with honey). She tells me my ceiling was damaged before her techs inspected it (they never entered the room). I tell her this is untrue-again calmly never raising my voice. She tells me I'm not going to argue with you, call AHS to have another contractor come out. At this point I'm livid. Initially I didn't want these people to service my home. I feel AHS works with shady AC repairmen and should do a better job at getting these contractors. Now I'm left with a damaged ceiling. AHS supervisor said that she will refund my $100 to go towards my ceiling but I haven't seen it.

4 years ago

Reply from American Home Shield

Hi Kim,
I hate to hear about your most recent service experience to have the air conditioner system repaired and the lack of follow-up with the company. I would be glad to speak with you to get the issues resolved.

Jul. 14th, 2021

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Eugene Maylone Kempner, TX

In 2020 the AC people kept messing around with my AC the control panel was burnt the whole thing need to be replaced this went on for over a month and a half. So I ended up buying a new unit to put in my house. The people they hired to work on their ACs are incompetent

4 years ago

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Debbie Sommer San Francisco, CA

My experience with AHS has been frustrating and time-intensive. My claims filed in Nov 2020 are still unresolved and the time it has taken to follow up with AHS, be on hold, wait for return calls (which are not returned) and wait for repair visits is inefficient and a waste of everyone's time. They could improve by following up on calls and promises, and expediting issues to create resolution instead of increasing stress and frustration. Can you imagine having problems with your only toilet and waiting 8 months for service to be completed? I'm very customer service oriented in my jobs and expect similar from others. This has not been the case with AHS. It is a tremendous disappointment after being referred by a long-time customer.

4 years ago

Reply from American Home Shield

Hello Debbie. Thank you for providing feedback about your service experience. I am sorry to hear that your repair needs have not been resolved. We are here to assist you. I would be happy to speak with you to address the unresolved issues that you are having.

Jul. 19th, 2021

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Amy Padilla Coarsegold, CA

American Home Shield offers prompt, professional, and courteous service. Their customer support services are eager to help resolve any issues that you may encounter.

4 years ago

Reply from American Home Shield

Hi Amy,
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!

Jul. 16th, 2021

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Stan Hobbs Madera, CA

Had a ice maker repaired but did fix problems so called back and they called repairman to come back resolve situation second time was a charm not a problem sense

4 years ago

Reply from American Home Shield

Hi Stan,

I am pleased to hear about the excellent service you have received. I hope you continue to enjoy AHS.

Jul. 16th, 2021

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Sharika towles Macon, GA

American home shield responded quickly to my claim needs. They need to improve the quality contractors they send out. I had one company awesome but another one very unprofessional

4 years ago

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Penny Doval Los Angeles, CA

They're customer service is poor. They have a standard answer for everything, and the standard answer does not at all address your concerns. I have little to no complaint with the service providers, but the company I'm not happy with. I am presently looking for another company which provides the same kind of service.

4 years ago

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Peggy Tampa, FL

When they say they are going to refund your money within 3-5 days they should do it. So far it's been a month and it hasn't hit my bank account which is sad and still trying to collect another amt of what they were to refund me

4 years ago

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Linda Scheurman Janesville, WI

A year ago I had a problem with someone finding me the person I needed. I had to call in 3 times and the third person told me to get someone myself. However this year it was right away getting help for my problem.

4 years ago

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Armando Alcaraz

They use to be a much better customer service for the ploicy holder. The last thing needed is to wait 7-10 days for a reply on your repair request. I have been with them for over 35 years. This last water damaged drain line, the company sent made and left a mess.

4 years ago

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Wendy Hallmark Royse City, TX

I made a service call on June 11 and they still have not fixed my attic fan. I can only speak to someone in the Philippines, no one in the United States. The electrician blames American home shield and says the part hasn't been approved in American home shield blames the electrician that they haven't filled out the paperwork right. The right thing to do would be for American home shield to reassign my case to someone else but they just like to let things sit. This is not the first experience I've had with American home shield. We are moving at the end of this month and I will not renew with American home shield. I will go with a company that has people that I can talk to in the United States. I have been a customer for seven years and they will lose that long term, faithful customer because they aren't doing their part.

4 years ago

Reply from American Home Shield

Hello Wendy. I am very sorry to hear about your recent experience with resolving the issue for your attic fan. We are here to assist and address your concerns. I see that an agent has been assigned and is currently working with you. Thank you for your patience as we work towards a resolution.

Jul. 21st, 2021

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Tasha Saint George, UT

Service was the best reason for this experience. The contractor was knowledgeable and when additional concerns needed to be address, they did so promptly.

4 years ago

Reply from American Home Shield

Hi Tasha,
Thank you for providing us with feedback about your AHS experience. We strive to provide you with fast and efficient repairs. We hope you continue to enjoy the coverage we provide!

Jul. 16th, 2021

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Jennifer Van Hooser San Jose, CA

We have had some very good experiences and some very bad experiences. It is hard to say if I would refer or not. It can be VERY difficult to get in touch with someone who has any authority to make managerial decisions. They don't always tend to listen and/or finish (in a timely manner) claims that have any wrenches thrown into the mix. If it is a straight forward claim then things have worked fairly well.

4 years ago

Reply from American Home Shield

Hi Jennifer. We appreciate you feedback and value your opinion. I am sorry to hear that you have had some service requests that have not been resolved to your satisfaction. I would be happy to speak with you further regarding this matter to see how I may assist with a resolution.

Jul. 21st, 2021

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Shirley J Dennie West Palm Beach, FL

Poor to none communication from the supervisors (Mr Kelly) and the CEO Rex T. Mr Kelly was advised multiple times of my concern to speak to with him in hopes that he could get results for the service on my central air condition.. I have been without air for over two weeks with a part being ordered. I expressed the unit is leaking and damaging my wood flooring and baseboard newly installed but that is not important to them because I"m told it nothing they do for the flooring Also I express my tenants are elderly in there 80 with heat in the 85 degrees. Not a concern. This is very poor service. Another concern if they have qualified technicians as vendors. This is UNACCEPTABLE SERVICE for temperatures in Florida vised by multiple customer service agents my concerns to speak with a higher position person I was promised a call back for two days nothing yet the CEO when call you are transferred to customer service. I have expressed my concerncings with ce

4 years ago

Reply from American Home Shield

Hi Shirley. I do hate to hear that the issue with your air conditioning has not been resolved. I can see why this would be upsetting with elderly tenants in the home. I would be happy to speak with you and see how I may assist with a resolution.

Jul. 8th, 2021

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Sharon Spence Cedar Creek, TX

Contractors are taking too long to get an appointment scheduled. I understand that things are different because of COVID but, I had to wait a week and a half to get my stove fixed!!

4 years ago

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Helen Funches Jackson, MS

I have trouble with my air conditioning many times that won't to charge me 75 dollor and still threaten me talking about closing my account they had to come out 3 time in month for my air conditioning and last year and the year before that something is not right if you done been out is for the same thing 4 or 5 time I pay all most 800 a year and for what bad service

4 years ago

Reply from American Home Shield

Hi Helen,
I hate to hear about your most recent experience to have the air conditioner repairs completed. I would be glad to speak with you and get the issues resolved.

Jul. 12th, 2021

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Roger A Bink Glendora, CA

time is of the essence when it comes to repair needs and while some contractors are great and super responsive, others are less responsive and concerned about the homeowner needs. This is also complicated by the process of getting approval from AHS to proceed and then getting an appointment to actually get the job done

4 years ago

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Srinivasan Balaji Oakmont, PA

Follow-up has been non-existent with my recent repair request. It's been 7 days since the repair company was here -- I have called American Shield 4 times with no real updates. And now another 2-day wait while "the approvals team reviews" the findings. Meanwhile, we are literally buying essential food items every couple of days because they are going bad in our non-functioning refregierator

4 years ago

Reply from American Home Shield

Hi Srinivasan. Thank you for your feedback and letting us know that the issue with your refrigerator has not been resolved. I am sure it is very inconvenient to be without your refrigerator. I would be happy to speak with you and assist with a resolution to this matter.

Jul. 12th, 2021

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Cg Orangeburg, SC

American Home Shield is a great thing to have because of the extent of the coverage. However, you are not notified in advance that your renewal fee has increased from what you paid the previous year.

4 years ago

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Elizabeth Donise Farnum Sun City, CA

customer service not that great your on hold forever and no one get back to you. I am still waiting confirmation on a claims I submitted due to an water heater that blew up. I have called several time sent several emails nothing back. Only this general email no real correspondence

4 years ago

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Marcelo Castro Saint Augustine, FL

My faucet had to be replaced, and to do that, they had to cut my drywall. The faucet work was great, and I was told someone would be calling me to schedule the dry wall repair. Nobody did that, and I had to repair on my own expenses.

4 years ago

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Dale Rodgers Layton Round Rock, TX

I just(2021) had to spend $1400 out-of-pocket to replace the A/C coil; last year(2020) I had to pay $630 to replace my water heater; in 2017 I had to pay $3,750 to replace my A/C unit; all of these were for "non-covered" items; seems like that's the standard now on top of a $100 service call each time and $900 annual fee

4 years ago

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Connie Gaham Keithville, LA

My experience with American Home Shield was not handled well as for as my claim for repair/replacement of my upright freezer. There was a communition barrier between the customer sevice person and myself. It was difficult to understand her. I had to ask her to repeat herself several times and I had to repeat to also. I told her I was having problems with my stand alone upright freezer and she would repeat upright icemaker. I would correct her and tell her it's not an icemaker but an upright freezer and she also videotaped it. I asked to speak to her supervisor but was told that she had to take my name and phone number and give it to him to call me back in the order in which my call was received. (Still waiting on that call). When the A-1 technician cam to my house he said this's not a upright icemaker and I said , I know but I couldn't get the lady to understand that. to sum it all up I paid $100.00 for nothing because you don't replace free standing upright freezers or icemakers. So I went out and paid $305.44 for a new upright freezer. Out of total 405.44. This could have all been avoided if she had allowed me to speak to her supervisor. I thought by getting the home warranty American Home Shield had that I would have been covered for the free standing upright freezer. My bad. I hope I don't have anything else not covered under American Home Shield at $959.88/year.

4 years ago

Reply from American Home Shield

Hi Connie,
Thank you for letting us know that the issue has not been resolved. I would be happy to speak with you to assist with a resolution.

Jul. 12th, 2021

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Cindy Page Katy, TX

My dryer has been out almost a month. I had a video conference with their contractor and after not hearing from them for a week I called AHS. They called the contractor and they made an appt for the following week. The contractor cancelled my appt w/o telling me. I waited on them all day and when I called for a status update is when I found out. They cancelled 2 more appts after that w/o telling me. I have been calling almost daily to AHS asking for a different service co and they give me the run around. Yesterday was the final straw. I was scheduled again between 10 and 2 and when they didn't show we called to talk to a supervisor. Still haven't heard from a supervisor, but the service guy came at 5:30 after my husband and I both called and he didn't have the part. Said it was a wasted trip since the problem was already diagnosed and he wasn't given the part. Extremely frustrated and very dissatisfied.

4 years ago

Reply from American Home Shield

Hi Cindy,
I hate to hear about the delay in service that has been experienced. I will be glad to speak with you to get the dryer repaired.

Jul. 16th, 2021

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Rebecca Wexler Montgomery, TX

Very prompt response. We have been pleased with how quickly things are taken care of and with the contracted companies they use. Good contact from all. Polite & efficient.

4 years ago

Reply from American Home Shield

Hi Rebecca. Thank you for such a positive review. We strive to provide prompt and dependable service for our members, and it makes us very happy to hear that we have been able to do that for you.

Jul. 6th, 2021

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Jehri Montoya Tehachapi, CA

They are quick to respond and assign a job. They will try to fix anything before replacing it, but they will replace anything that fails after trying to fix it.

4 years ago

Reply from American Home Shield

Hi Jehri. Thank you for your feedback. We are very happy to hear that you have been happy with the coverage we offer. Please continue to let us know how we are doing. It helps us to provide you with an even better experience for your next repair need.

Jul. 6th, 2021

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Vicky Ann McAteer Salida, CA

When an A/C goes out during a triple digit heat wave, contractor should get back to people. AHS phone reps should not tell people the Contractor will call them as soon as they finish the job they are on when all the Service rep did was leave a voicemail for the Contractor. I could have lost my pets.

4 years ago

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Chelsee Self Fort Worth, TX

Wait time to speak to a person has been as high as 50 minutes and then they still put you on hold. Repairs are not covered like they should be. Leaking shower that is under warranty but they won't cover getting into the wall or “creating and access”. I can understand not paying to put it back but getting to the leak should be covered.

4 years ago

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