American Home Shield Reviews

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.

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.

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.

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

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.

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

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.

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.

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

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

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.

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

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.

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 .

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!

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.

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 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.

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 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.

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 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?

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

On a current claim to repair a clothes dryer, American Home Shield informed me that a part was ordered on September 4th and would be delivered on September 8th. It is now September 16th and the part has not been delivered yet. When I called American Home Shield to check the status of the part and the claim, I end up on hold for an hour and the Representative promises to follow up with me. Three Representatives from three different phone calls over five days and not one of them has followed up yet. A Supervisor was supposed to call me last Saturday but no one from American Home Shield has followed up with me at all. I have several contracts with American Home Shield and I plan on canceling them all and encourage anyone who is considering a home warranty with American Home Shield to find a different provider.

I had trusted AHS for years…I understand there are things not covered, but my last two experiences were very poor. It might have been better had there been any transparency, it might have helped, but I received to itemized bill, no breakdown of what I was paying for and what they were paying for…it all seemed very secretive. My latest issue was a bad water heater, which I thought was covered; the plumber replaced the supply lines, a little insulation, and a new water pressure control valve, so I expected to pay a bit extra…but $2600? Plus the $100 service fee? And the premiums going up to over $100/month? A few months earlier, I called about a leaking kitchen faucet. In the meantime I just bought a new faucet for him to install instead of trying to repair the old one…for some reason I ended up paying several hundred dollars extra for that, plus the $100 service fee and the price of the faucet. In both these cases I believe I could have done far better on my own. I feel that my premium money would be far better spent being saved up for eventual necessary services; therefore, I will now self-insure.

Because they deliver on what they say. They send good dependable workers out to us. And they are very kind on the phone to us and respond to our questions quickly.

I have an issue with costumer service, I have a leaking kitchen sink Air Promaster my contractor saw the problem and said the kitchen faucet was unrepairable, this was a MOEN faucet, i called them for the warranty, they're sending a cylinder, I called AHS to confirm that they sending the part, i talked with Nelly & he said he'll call AirProMaster to confirm the work order, i did receive the part from MOEN yesterday 09/02/20(Wed), i called AirProMaster today 09/03/20(Thurs.) they said there's no work order, i was thinking that this was a recall, I called AHS & waited1hr.& 20 minutes to spoke to Natasha i gave all the info to confirm that i was the home owner, she said the work order has been closed, I told her how can it be closed, I have the part from MOEN, her customer service was low, I hanged up...

I had a couple of problems with the billing department but they were straighted out once the operator read all the information that was provided instead of just the first line

AHS, is an excellent home warranty company. The claim process was very straightforward and easy. My local repair company contacted me the day after filling claim and then came out the following day.

We have paid into this co. for years and now that we need them for a major appliance we are getting substandard care and not one customer service person we have talked to has matched anything the other has said about our situation.

Your service is good, timely responses by assigned contractor, good service.Repair of appliances are good, but concerned if you will ever cover larger items, like AC unit. Monthly rates are getting high.

One contractor never showed up. The other denied me, until we got a second opinion - then it was approved, but still a pain. To be without hot water for 2 weeks is not good business. My AC repair (added Freon) was the only one that went well.

I have not had a microwave for 6 weeks. Repairman said could not be fixed and needed a new one. He sent in paperwork and said it would take 3-4 days for their response. That was July 16 and August is now behind us and still no response. I have made numerous phone calls and no response. Very discouraging.

The first time I used them it went great. Water heater went out and was fixed in two days. Right now my gas cooktop is out and the company they assigned has not contacted me and I can only text them or leave voice mail. No response from them at all after 5 days. On top of that American Home Shield has no contact information except to sit on hold and wait 45 minutes to talk to someone I make approx $500 an hour. My time is worth more than their service especially when I pay them up front and get no action on their part or the referred service agent.

Very responsive customer care representatives. AHS provides online easy service requests functionality with rapid responses and quick repair technician assignment.

I was on hold for FOUR hours before someone took my call. English is not the primary language of those taking the calls. They read straight off of a script rather than having an actual conversation which would be much more helpful. I have never been contacted by AHS regarding my open claims. I have to continually call, only to be put on hold for hours.

Professional Associate Talia from Trinidad was so helpful in solving my problem. I can't say enough of her Kindness and Thoughtfulness in dealing with my situation.

From the time I notified AHS that my AC wasn't cooling to the completion of the job. Everyone was very professional and the service I received was top notch.

As a single parent, is great to know that you can make one call for contracted services and it is taken care of. This company has been my "Blessing" during hime ownership.

Everything is easy and convenient. You just go online, then report the problem and in a day or two you'll receive a call from a company for appointment.

American Home Shield has been with me since I bought my first home. 4 houses and 22 years later, they are still here and still delivering quality service.

Have had AHS for five years, but this last service has been so complicated that we have realized AHS is not worth it. They have failed at providing capable and qualified contractors to fix the repair needed, and when contacting them they are not helpful at resolving the problems or concerned with the holding and contact transfers between representatives or the lack of customer service they provide. They have taken out deductibles without ever fixing the repairs. So I've wasted countless hours on hold, have had contractors no call and no show, deductibles taken without problem resolved, still have a clogged drain and a leak in the shower, and they don't want to lose my business.