American Home Shield Reviews

You can almost never speak with an American and when you ask they just say they can't and disconnect you. When a supervisor is supposed to return your call, it almost never happens. They look for every excuse to not honor a claim instead of doing what the spirit of the agreement is. There are more reasons as well. I would prefer another option but they have the market. They have been of value for me for my issues but the frustration is almost not worth it.

My experience was excellent. I had the repair company call the same day and made arrangements to look at my issue. Fortunately they were able to come the next day.

Easy to use web site and the contractor contacted me the next day to schedule a repair visit, when he did the repair he was fast, clean and courteous.

They responded promptly to my request for service, and technician who came to m home was courteous and resourceful. I learned a lot about my refrigerator.

They have followed through on some repairs, but have dropped the ball or made it difficult on others. The quality of contractors they assign is mixed. I have had a great experience a few times and a bad experience other times.

I have used them on several homes I have purchased and have had many claims over the years. AHS has always resolved every issue I have had to my satisfaction.

I was hesitant at first, however I have had nothing but great customer service. When you call it's been quick and easy information to understand. Recommend to all!

Everyone I speak to is friendly and helpful. The website is difficult to navigate if you have a question. You can't discuss your prbolem without first paying your fee for a servce provider to come to your house.

Great service idea to help make the move into a new home an easy and less worrisome task. It feels good to know that most things are covered with only a $75 service charge.

I had an issue with my kitchen plumbing. I had a blockage in my sink and a leak. The first technician that arrived was kind and professional. He fixed the blocked line but said he could not find a leak. I thought maybe the blockage was causing the leak. I found out we still have a slow leak. The second technician who came out was very rude. There were 2 of them. My son was home. He said we need a new sink and left. I called Bear plumbing and the technician is denying he said we need a new sink. I called your company twice to resolve this issue. A supervisor was supposed to return my call. I have not heard back. I still have a slow leak under my kitchen sink.

I have been without water for 21 hours now and still have not heard from them who will be coming to fix my well! I called and the man I spoke with was very incompetent. I asked to speak to the supervisor 6 times. He said no one was available

Because of the amount of money you pay each month and nothing happen to your home say over a year and when you finally do a claim like a certain item on my pool and they say its not in the contract to be covered that sucks. Ig it wasn't for my wife I would move to another home protection company.

They normally are pretty quick and I feel the customer service people care about me, my house and my current situation. I sometimes have difficulty getting an answer from them over weekends!

Coverage is OK not great. Finding a contractor is difficult. Often, contractors try to find ways of diagnosing problems in a way that excludes us from coverage. Come contractors appear almost lazy and don't want to do the work needed although it's covered.

All claims have been responded to very quickly with good results. One claim was mishandled and not responded to quickly. This delay in repairing my pool caused algae problems. Claim was mishandled administratively twice causin a two week delay in response.

Hit and miss terrible experience dealing with my air conditioner had to replace the entire heating and and air myself. This time the sevice people were good but dryer needed to be replaced. That was right after thanksgiving. Been in touch with purchasing after an average wait time to answer the phone 2 hrs. No solid answer on when the dryer will get here. Cash option would have given me bottom of the barrel brands of dryers. I dont complain or write reviews ,thankful that I am able to dry clothes at washateria. AHS you advertisement is true but the devil is in the details.

Your good but when I signed up I specifically asked if microwaves were covered and was told yes. Mine broke and would not be fixed or replaced because it was an over the counter one.

Great people to talk with. Appointment making and response to fix things excellent. When replacing old appliance, very low credit given. I always have to add money to make the purchase truly comparable.

They're great. The website is a bit restrictive in how you get your tickets entered, but all in all, it works. If it's more than a simple fix, I would recommend calling it in. Customer service is wonderful.

Great coverage, easy to schedule service, no problems with vendors and if there is just call them.they need to work on their phone wait times. They are un acceptable and that's why they lose a star.

I have had to call them twice in 5 years and each time was a pleasant experience. They responded quickly and the services rendered were of excellent quality.

24/7 response - any time I call always get someone - price is reasonable - all contractors send they complete - policy covers everything that is needed for my condo.

AHS is responsive company, I am happy with the service provided till now. Customer service online is very responsive and responsible contractors are assigned

They're really not that bad. The only issue is the contractors they hire. They never want to put in for a replacement item for you it's sucks they comeback multiple times fix the same issue.

It seems like there is poor communication with some of the folks who come out to do a job. Last instance: We were scheduled for a furnace check last week, but because we hadn't gotten a key to the furnace room yet, I asked to reschedule. The repairman agreed, & said AHS would set up a new appointment. To date, no call.

Excellent home warranty service all my issues have been solved completely. If an item cannot be fixed it is replaced with no questions asked. Highly recommended

If only you didn't have the initial out of pocket $100 just to have a service person come check and diagnose the problem, I would rate 5 stars all the way. That deductible is a killer.

Very good problem resolution michella davis helped us with our kitchen appliance resolution and we came to a conclusion she is great it took about 14 days

While I enjoy knowing AMS will fix my issue they always take the cheapest route to fix the issue. When my AC went out they required a second opinion to confirm what their first vendor recommended! While I get that, the issue was getting the 2nd opinion took 2 weeks and then by the time the part was ordered and came in I was without AC for a month. Recently my heater went out and the tech found the issue to be a defective Nest thermostat! Not a big deal but they would only replace the thermostat with the cheapest one they could find

They have been dishonest about the warranty policy, refusing to cover issues that are clearly covered in the warranty. They use substandard contractors that cause more problems than they fix. Time to fix problems is often unreasonable. Repair techs have to contact Home Shield for authorization and many times have to wait hours for someone to answer. Homeshield customer service reps provide inconsistent answers/information regarding warranty problems/coverage. One rep will tell you something is covered and when you call back, the next rep will tell you it is not covered. Dishonest contractors cause problems with covered repairs costing the homeowner more time and money to get resolved. This warranty has been a nightmare and we are going to cancel

The vendors who AHS contracted had very limited appointment availability. Once the appointment is scheduled it is AHS's policy to only diagnose the issue at the initial visit- not actually fix the issue. Then the vendor has to get the approval from AHS before ordering any parts or fixing any repairs. This ends up extending the repair process by weeks. WEEKS. Nothing is straight forward through AHS in my experiance. Once a vendor has completed a job, they are able to close it. If there are any issues with that repair, the home owner has to contact AHS again and get a approval to reopen the job which takes even more time. I would not recommend the company to anyone ever, and will not be using them in the future.

We have needed to use it 3 times - twice we have not heard back from the co. to replace items, so we had to do it ourselves - once however the service guy came w/i a week and replaced our water heater within 2 weeks - we thought that was pretty cool!

Convenient. Fast response. Great value. I appreciate their level of communication. We are never out of the loop when it comes to where and who the repair persons are

They were quick and easy to use. They found me a reliable home professional in a matter of minutes. The professional should up on time and kept me updated along the way.

Professional and timely. Whenever I have needed them I get a prompt response with quality service people to provide solutions. I appreciate having this service.

Great value and great service! My 4 yr old refrigerator broke, I was able to schedule an appt on line. They came on time, assessed the issue and fixed it!

AC repaired quickly, hot water tank replaced, dishwasher took 2 months to repair with a bad motor that went out within a month. No acknowledgement from AHS, so I bought a new dishwasher .

Professional with their customers and very caring with the problems that have come about. Accurate with sending the appropriate professional to your home to fix the problem.

I have used them consistently for the past 15 years and know that they will always be there when an appliance breaks down. It is a comforting feeling for a homeowner.

It has been what I was lead to believe it would be. No hidden agendas, no "fine print" falsehoods. I've used the service 3-4 times and have been satisfied for the most part.

I felt like they totally tried the best they could to accomodate me and the actual service person. Especially with all the things that have been affected by Covid 19.

I was initially told I would be charged for a second opinion if it was the same as the 1st. However it was not. I just don't think you should be charged a second co pay for not agreeing with the initial contractor.

Don't waste your time and money! That's what I'm telling everyone I know concerning American Home Shield! What little good we received through AHS was completely overshadowed by how they handled our last service request. Our HVAC system wasn't cooling like it should so we put in a service request and also requested the contractor whom we are familiar with and know that the work will be done professionally and to the highest standard. This contractor had previously performed a service request we submitted for some plumbing issues and had done exceptionally well. We made this service request on 8/13/20. The company called within 1 to 2 days sent out a technician and he did a thorough inspection of our entire system. He disassembled portions of both the inside and outside units. He diagnosed that both our coil and our outside unit compressor was leaking and both units needed replacement and our ducting needed some work. We heard nothing from AHS till the beginning of September! That was when I called AHS to check on the status of our request (9/3/20). I was informed that a second opinion would be required and that another contractor was assigned. Asked who it was and when they said, I told them that I was familiar with this contractor and that the service and work of this company was not good and did not want them touching anything in my house. After a lengthy conversation, the agent informed me that my concerns had been noted and that in the end whatever was approved the first contractor would do the work. That afternoon while I was on my way out 2 technicians from the second contractor knock on my door. No call, just showed up! I went ahead and let them in to check out the HVAC. They pulled a panel off to inspect the coil and then one went out to check the outside unit. He did nothing more than connect to it to check the coolant. They said that it was good. I told them that the first tech had gone ahead and filled it while he was here. Well, they said maybe they should check again. This time I videoed them from a window. All they did for 3 minutes was stand around the unit chatting and looking down inside, shook a line that went into the house then came back inside. One made the comment that the dogs had peed on it and I said male dogs pee on everything. Fast forward to 9/22. Had not heard anything from AHS. I called again to check the status and was informed that it had been denied due to “pest damage”. After much frustration, I asked why they were going with the second opinion instead of the first and how did they know that what they said about the damage was accurate. I informed the agent that I had videoed the techs and that they had not removed anything but had just stood and talked. I also said I would be happy to send them the video showing as much. The agent could not give me a real answer so I asked to speak to someone who could. I was informed that those people don't speak to customers only this front office group does. I said, “Well I guess were done here!” I then made contact with the first company and they in turn said that they had received notice from AHS that they were awaiting pictures from the second company. I told them that I had taken a video and they had not taken any pictures when they were here and that they had not even checked any of the ducting. This company then contacted AHS and informed them that no pictures were taken and that the second company had not even checked the ducting but had noted it was all good on their “diagnosis”. They were told that in spite of all these issues and after all this first company told them, they were going with the second opinion company and it was denied. When question why they were going with the second opinion over the first, they got no answer. This all took till 10/8/20! I even have called twice in the last 24 hrs. and opted to have them call me back. I've even tried calling twice in the last 24hrs. to cancel and have not been called back! Do yourself a favor…go with someone else.

My oven has been out since July. It's now November. They offered me Cash In Lieu Of (CILO) for a part they can't find. My oven is only 5 years old. If American Home Shield cand find the part, how do they expect me, the customer to find it. It states, specifically, if AHS can't fix the failed equipment they will replace it or offer $3,000.00 cash. Getting them to replace the oven or the cash is like pulling teeth. I have made countless calls and it's it's been “ratcheted,” up to Options but no one does anything. Exetremely poor customer service.

First company they assigned Never contacted, I called them 4 times and left messages. Called AHS told them they assigned another that company responded the next day, tech was knowledgeable fixed very quickly.

They didn’t replace my heater water cuz it’s still working. But sometime it not enough hot water! Why wait until it break down then water will be all over in attic and leak to upstairs area?

American Home Shield followed up with through the process and made sure they sent out the repair guys to my house . They fixed what I needed to be done . Very happy .

They are very hard to contact and take forever to get back to you and all communication, except for review requests, have to be initiated by me. I am still waiting to hear back on a check for replacement of Microwave I had to have installed on my own.

I used to love them. Joined again because of it. But with the terrible service/follow through, I'm very angry. On my 4th call right now (each promising a follow up but not delivering). The rep has put me on hold for the last over 50 minutes to get to a supervisor and has not checked back in the last 30 minutes. As for what I think this survey is for, the associate said they would call me the next day between 2-3. I made sure I was available, but no one called me.

Even though the wait times during the pandemic have been God-awful they have done their best to respond to all of my needs and hand taken care of all of them appropriately