American Home Shield: Read 34,899 User Reviews From Real Homeowners

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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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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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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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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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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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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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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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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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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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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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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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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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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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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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Verified Customer

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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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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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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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Maisha Atlanta, GA

Service has been propped reimbursement was extremely timely and the technicians that have come out I've been very professional and knowledgeable and their trade.

4 years ago

Reply from American Home Shield

Hi Maisha,

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. 7th, 2021

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Shari Dzalak Saint Charles, MO

In most instances I have very little difficulty getting my issues fixed. There was a time where I had to fight and I almost left but customer service has improved greatly over the last couple of years.

4 years ago

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Ellen Rayner Baton Rouge, LA

I have been a member of AHS for close to 30 years and have seen a decrease in quality over the years. I'd say for the past 10 years the disorganization was basically dreadful with the company having to use contractors from way far out of town and always late some never showing at all

4 years ago

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Ruby Jones Birmingham, AL

My service for plumbing work left me no satisfied. The job was incomplete and the options are not at my best interest at this time. I'm unable to purchase the suggestion for the kitchen faucets and the bathroom shower is still leaking.

4 years ago

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Ranjit Charles Delaware, OH

Good vendor follow up. Vendor was open to work with AHS. In the past I have seen vendors shy away from as they were not reimbursed on time or there were payment issues.

4 years ago

Reply from American Home Shield

Hi Ranjit,
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.

Jul. 9th, 2021

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Tempest Hyman Norfolk, VA

My washing machine and stove went out at the same time. They were able to fix the washing machine but not the stove. They gave me a brand new stove and I love it.

4 years ago

Reply from American Home Shield

Hi Tempest. Thank you for the positive feed back. We are very happy the service for your appliances went so well. We strive to provide dependable coverage our members can trust. We look forward to providing you with great service for your next repair need as well.

Jul. 7th, 2021

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Pedro Hernandez Roanoke, TX

The reason I did not give it a 5 star review is because of the long wait required to get an AC compressor approved and replaced. It takes approximately 2 weeks! In 90 and above summer days, 2 weeks to get your AC working again is cruel and unusual punishment.

4 years ago

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Cecil Middleton Killeen, TX

Because of their agents who work in customer service not always willing to listen to questions you're trying to ask. Leaving you on hold for too long, switching you to Spanish speaking computer line, if you ask them to say their name again. Or just hanging up on you; I'm not quite sure what that was over?

4 years ago

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Bryce Seattle, WA

I appreciate that they are often responsive and empathetic to our issues, but getting things covered by them can be an absolute nightmare, requiring me to spend hours on hours on the phone with them. Recently, their hold times have increased significantly, making it even more painful

4 years ago

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Tim Glennon Shreveport, LA

They have saved me a tremendous amount of money over the past 22 years, however, when compared to the yearly cost of the contract along with the ever increasing service fee I'm not really sure if they've saved me any money at all.

4 years ago

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Walter Wehlauch Jacksonville, FL

A/C problem, the one that they put to work couldn't come for 5 days having 90+ temp and over 80% Humidity. When I called if they could get someone sooner the lady at AHS said it was the only one and hung up on me. A 2nd person when I called got one out with hours after I threatened to drop AHS.

4 years ago

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Sharon Conable Spring Branch, TX

Home repairs never occur when you are expecting them and have budgeted for them. American Home Shield lets me be worry free knowing that if I have any issues...they will handle them for me.

4 years ago

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Susan Hallam Austin, TX

Good response time but have needed several repeat service calls for the same problem twice. Also, please find some customer representatives who speak clear English. I can't understand them half the time.

4 years ago

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Mdtwnmk Elk Grove, CA

I had one very prolonged, terrible experience with one of their vendors. (HVAC B issue) other than that I've felt their service has been pretty seamless. I do wish it was easier to contact them by phone when necessary.

4 years ago

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Ravi Shankar Pattamatta Hackettstown, NJ

The service was very good. I am surprised that I immediately got an increase in the rate. The problem was a capacitor replacement which is a $30 item. Annual rate icnrease was $250 in addition to the $133 fee I paid for this service

4 years ago

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Michelle Kieu Nguyen Round Rock, TX

I put in the request on a sunday and they had a team come out as soon as tuesday. With the way that the field is right now, I'm glad we didn't have to wait.

4 years ago

Reply from American Home Shield

Hi Michelle. We are so excited to hear about how prompt your repair needs were addressed. We are here to take the hassle out of home repairs. We thank you for trusting AHS to do that for you.

Jun. 30th, 2021

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Edwina Pinto Jacksonville, FL

I have to wait a long time to get to anyone and I think I pay too much since Farm Choice is offering us such a great deal. My friend moved from AHS to Farm Choice 3 months ago and are very happy. I am going to check for 3 more months to make sure they are good.

4 years ago

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Joycelyn L Alexander Denver, CO

Very Disappointed. I have a rental property covered by AHS. I put in a work order almost a month ago for spigot repair. The plumber recommended the Hose Bib be replaced because it had frozen and broke. AHS declined the repair!! Yet it's covered in my contract!! On my account page the job shows as completed. I was never notified that it was denied. I've spent several days trying to get through to customer service and even through I've been called back they are still looking into it as of yet no answers. I am a Realtor so I will not be recommending AHS to customers or other Agents. I will also be looking for a better company that has customer service in the USA, has customer service that you can reach right away, who stands by their contract and communicates effectively with their customers.

4 years ago

Reply from American Home Shield

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

Jul. 14th, 2021

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Verified Customer

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Kimberly Rowlett, TX

I place my service call online and I received a response back fast. The contractor quickly diagnosed the problem and applied a fix. I couldn't be happier.

4 years ago

Reply from American Home Shield

Hi Kimberly,
Thank you for providing your feedback to AHS about your most recent experience.

Jul. 2nd, 2021

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Kathyr Charlottesville, VA

Paid to have a plumbing issue resolved and it resulted in poor workmanship and I had to call someone else to fix his mistake and didn't go through AHS for this mistake . A big waste of money and my time away from my job. Very unhappy and now $200 poorer due to this mistake. The cost extra cost of this repair and that doesn't include my time from my job without pay!

4 years ago

Reply from American Home Shield

Hi Kathyr,
Thank you for bringing the service experience to our attention. I would be glad to speak with you to reach a resolution for the issues that have occurred.

Jul. 8th, 2021

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Verified Customer

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Joyce Benson Missouri City, TX

I made the request for service on my Dishwasher. Very prompt feedback. Appointments was scheduled. Service guy called to say he was on his way. Very Professional

4 years ago

Reply from American Home Shield

Hi Joyce,
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. 1st, 2021

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Jacqueline Bagby Hampton, GA

Based on the service requests I have submitted, I am not getting the services I have paid for, and I no longer require your services. I am extremely disappointed in the responses and services that I have received from AHS. The only claims I have filed in the last three years have all been related to my A/C unit. I took AHS to be a good faith company based on the recommendations and reviews I read. However, based on my personal experience, I have not received the services aligned with my service contract, and your representative denied my request to elevate my concerns within your organization.

4 years ago

Reply from American Home Shield

Hi Jacqueline,
Thank you for bringing the issues that have been experienced to our attention. I would be glad to speak with you about the HVAC issues to reach a possible resolution.

Jul. 2nd, 2021

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Verified Customer

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David Martin Leesburg, VA

Prompt service. Quality of service provided has been excellent.

4 years ago

Reply from American Home Shield

Hi David,

I am pleased to hear about the excellent service you have received. I hope you continue to enjoy American Home Shield!

Jul. 2nd, 2021

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Verified Customer

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Hannah Hart Boulder Creek, CA

I have found American Home Shield to be very helpful as a new homeowner. I have used it for a broken heater, dishwasher, and refrigerator. The only issue is that some contractors are better than others.

4 years ago

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Verified Customer

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Jennifer Bonner Richmond, VA

I contacted Home Shield because I was having a problem with my Central Air not working. Efficient Air Systems were sent to my home and fixed the problem.

4 years ago

Reply from American Home Shield

Hi Jennifer,
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. 2nd, 2021

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Elizabeth Q Gailey Pinehurst, NC

It is practically impossible to speak with anyone in purchasing or authorizations. I have been on hold for a total of 5 hours waiting to speak with someone regarding my downstairs AC unit and the evaporator coil. The most recent call, after waiting 70+minutes to speak with someone, after confirming my phone number and address, we were disconnected. Did the person I was speaking with call me back you may ask, the obvious answer is no. I can't describe in words how frustrated and unhappy I am with AHS. We have used this service for years and very rarely do we need service. We have been pleased with them in the past but I can promise you that we will think long and hard before renewing this contract. Absolutely terrible!

4 years ago

Reply from American Home Shield

Hi Elizabeth,
I am sorry to hear about your American Home Shield experience to have the air conditioner issues resolved. I would be glad to speak with you to reach a resolution.

Jul. 14th, 2021

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