American Home Shield Reviews

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.

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.

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.

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?

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

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

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.

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.

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.

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.

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.

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.

Lack of communication/ knowledge and poor contractors. Took 3 days for someone to come out for a leak that should of been an emergency and he put a clamp on which made the pressure build causing 2 more leaks in other areas. He came back 2 days later and they wouldn't fix it because the pipes are welded. Took 9 days for my AC not working and 3 different contractors. 1st one had pins in his knee so he could crawl, 2nd one told me i should of had a ladder but since i didn't he couldn't get in the attic to access anything. He was actually supposed to come on a Friday but didn't show up until Tuesday. Don't honor what they advertise. I had a plumbing leak that's advertised as covered BUT they didn't cover it because of the pipes are welded

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.

i've been a paying member since 2014 & live in the same house &i have always covered my house/ pool. I have an in- ground pool w/an heater. I have never had an issue with my heater until now. ABNation came to my house on April 4th & Pete, from ABNation was supposed to check my heater, my pool for DE going back into the pool & that my pump had lost prime. He fixed the issue with the prime but never looked at my filter nor my heater. He only took a picture of my heater & left. Your company denied my heater to be fixed.-due to chemicals. When I called back to AHS,the person looked up my contract. I asked her if it said anything about denying the heater being fixed due to chemicals & she said there was no such mention of chemicals to deny getting it fixed. I asked for a second opinion. They sent Eden Pool out on (I think ) April 16th but they only took care of the DE issue & when I asked about the 2nd opinion on the heater-they responded that they were only to check the pool. To this day-no one has come out to give me a 2nd opinion to fix my heater-everyone has just blown me off like I don't exist. Every time I see your commercials & how if its broken AHS will fix it-my blood wants to boil. Please have someone fix my heater without giving me the run around like your commercial states. Practice what you advertise.

Excellent customer service. The service arrangement contact was made within a day. The repair technician came within two days. My repair was completed in one contact.

Some companies you use, have not as good as service as others. They're to head strong and don't take time to explain what they really found and instead tell you that's your problem.

AHS took too long to call us back for a cash out option. 3 weeks. While we were waiting with a broken air conditioning in a 90 degree home. We called you 3-4 times after you sent us the technician. This company wanted to charge us a lot of money comparing the price we got from another company. The technicians you sent us wanted $15,000 for a new air conditioning. We got another estimate for $8,700.00 for the same thing. And you ended paying us only $1,100. after waiting for you almost a month in a 90 degree home.

I have been waiting to hear back from them on the disposition of a repair. Have tried getting in touch with but get the same answer concerning the problems with the virus. Website gives no place for me to register my problem.

Always responsive and reliable. Communication is excellent and service has always been timely. I've had to call several times and AHS has always come through.

They were very easy to work with. I wasn't aware I even had it until my realtor told me though. I would have liked to get some information in the mail with what was all included in my warranty.

I have been a customer for at least 30 years. The quality of their customer service has deteriorated badly over the last several years. The hold time for anything is at least 1 1/2 hours. Most of which is outsourced and the language barrier has been poor in most cases.at one time AHS would have Excellent ratings in all categories.

Everyone I know am friends with and those I have talked KNOW that any requests filed with American Home Shield will be denied. This plan was purchased by my sellers for any issues after I buy the house. Upon receiving the warrenty, I knew if I needed it you all would not honor the warrenty if anything went wrong. Well my AC needed replacement, I called- someone came out and GUESS WHAT, your company found every way to push the blame on everything that the warrenty will not cover. It is not surprise to me and knew your company would pulled this. I WOULD NEVER USE MY OWN MONEY to purchase ANY warrenty from your company!

I switched to AHS because my payment randomly increased with my past company. I was told it wouldn't with AHS advertised on the website and over the phone, but that wasn't true this year it jumped 13 dollars. I've only used the warranty one time so far... the service was great the company that came out was amazing. The balloon payment is my only negative so far.