American Home Shield Reviews

I always thought that if any appliance or product that needed repaired I thought you guys were to take care of it but in my case it wasn't which I had to purchase another fridge.

It's unfortunate that companies such as AHS entice customers to sign up for warranty plans, offering incentives like your Refer A Friend promotion. However, when a friend is referred, it is so incredibly difficult to then get your supposed reward. I signed up in November and referred my niece a month or so later. Your promotion clearly states that both of us would receive a $100 Amazon gift card. We only received $25, and when my niece attempted to redeem her card, there was only $7 on it. We spoke with a representative in your member resolutions department who assured us that the information was now correctly input in your system and that we would receive our rewards soon. To this date, we have received nothing. AHS needs to act in good faith on their promotions. As such, I will hesitate to refer anyone else.

I am a Real Estate agent and offer the warranties to my clients however the past year I have had issues with the contractors that have been dispatched. The Co Climate Masters was TERRIBLE! I had no A/C for 2 weeks in the middle of a heat wave and they were not responsive. The office did not return phone calls or text messages. They didn't show when they were supposed to install. After I googled them (Awful reviews ) I tried to get AHS to reassign it but they would not. I was able to get a cell phone for one of the techs (it was listed on google as the office #). Once I had the techs # he got things scheduled. After install (3 months later) my electric panel kept tripping and of course Climate Masters wouldn't return phone calls so I put in a service request for a new service call. Once the electrician came he said the HVAC wired everything wrong. After speaking to other Companies I have discovered the AHS does not pay them well hence the shitty Companies. I also cringe when I have to call AHS as I can't understand the CSR and they cant understand me. Not only that the constant apologizing they are required to do is so annoying. Takes up precious time so make it STOP. I have 2 warranties for 2 houses and I WON"T be renewing.

Although interactions with agents have improved, I still need to follow up on certain promises made. For instance, I recently had to follow up to inquire about a recent dispatch that was not coded as a ‘second opinion’. The agent reviewed the notes and confirmed that it should have been (indicating their adherence to service notes, which is commendable). However, they failed to fulfill their stated obligations. Given that the dispatch was intended as a ‘second opinion’ and the second vendor did not identify the same issues as the first vendor, I should not have been charged $100 for service. Earlier in the cycle, I had to follow up frequently regarding the status of my cooktop. AHS consistently indicated that they were awaiting the vendor’s notes. After one month had elapsed, AHS was still awaiting the vendor’s response. I felt that AHS could have been more proactive and, perhaps, enforced any contractual obligations they had with their vendor regarding the timely submission of service reports. Another instance is my email correspondence with Candice W. It took approximately three follow-ups before she finally acknowledged a response. Subsequently, the company denied my request for reimbursement for work that was deemed necessary. This outcome corroborated my online research regarding AHS’s denial of claims and its reluctance to consider them until legal action or media attention is brought forth.

The vendors were kind and courteous but the company is terrible-it takes 3 months to complete any job from no hot water to no air conditioning during the worst months of the summer and no oven for months -from May u til September this year-Last year during the hottest 3 months of the year my husband was on hospice and dying and we had no air-There was zero consideration about what we were going through!I refused to give in because I had paid years of premiums and it was the responsibility of AHS to pay for it!I have decided you hold off hoping the customer will just hire someone themselves and the reimbursement is a joke -the 2 stars received is for the service guys that actually were trying to fix the problem and kept getting halted from AHS

I have had to fight with AHS for every service request I've made with the exception of one. I've had to write a letter because the plumber they sent told me one thing then lied on the report he sent to AHS. AHS sided with the report, telling me they don't cover equipment that's making noise if it hasn't failed. Just two days ago, the call center rep told me my tankless water heater wasn't covered because it's installed on the exterior wall of my house. Aside from inside a garage possibly, where else does one install a tankless water heater? Now I have to fight about this. It is clear to me the company looks for ways to not cover warrantied items initially, unless it is absolutely cut and dry and undeniable. I have no peace of mind or confidence that AHS will find some way to say no. This company also outsources its call center to countries where the employees seem trained to blow smoke in your face.

They use sub-par contractors. It takes them too much time to schedule an appointment so I usually end up paying for my own. When they do show up, I have had quite a few do horrific work - the way they word it to the insurance company, they won't pay for the work. So the contractor knows I will pay - and they give me no warranty discount, so they make more money. Some of them just do bad work and I end up paying for someone to come in and clean it up OR in the case of recently, their poor work created a major water issue in 2 units and it cost my insurance company $20,000 to clean it up - when all it would have taken was a $5 new part.

Sent out contractor United Air Temp who lied and said repairs were needed on AC and refill of coolant to the tune of 1500 which was a total lie. I requested a second opinion with another contractor American Group. There were honest found no leak, no need for 1500 worth of coolant etc stated just needed filters cleaned as remodel work contractor did some work with AC on when should have been off and said needed replacement of a coil and cleaning of coil. AHS tried to lie and side with initial con contractor. I had to call over 6 times and had to request supervisor call me. Still not fully resolved properly as they denied replacement of a coil stated by Autogroup that was truly needed but approved the con contractor request for 1500 of refill coolant (which was confirmed was not needed) that I would need to fork out of pocket after they paid their portion. I’ve been with them since 2007 but this time and last time there have been issues. Wasn’t like this before. I saw they were purchased by another company and I feel the service has went down and monthly payments and contractor service fees have went up

During my 14 months of using Home Shield, I had two issues. Both of them were not resolved. This last one took the cake. I have a modular home. In repairing a deck in my back yard, I found that when they originally put in the house and installed the brick foundation wall, they failed to properly integrate the heat pump drainage pipe. The folks who put in the wall just poked a hole through the vent and set the pipe on the wall - letting the output just run down the wall. When the home shield folks sent and HVAC person, they agreed that the HVAC was installed properly at the factory and that this was a foundation wall issue. Unfortunately, that person never filed a report or responded to the Home Shield folks. So, they sent another HVAC person. He agreed that it was an issue with the wall on integrating the pipe properly. Then I receive a notice that Home Shield determined my issues was 'partly' covered and my out of pocket expense was $400. I asked them to clarify what part they were covering and received no answer. After a couple more requests for clarification, I received a phone call that told me that the service was not covered, as it was a problem with the HVAC installation of the drain pipe, which is not covered. The service was $400, and I had to pay it all. This is a modular home. The HVAC was installed in the house in a factory FAR away from my address. The faulty installation happened when the house was put on the property and they cheated when they made the wall. The two HVAC experts that appeared at my home both agreed this was an issues with the wall installation, and the HVAC was fine. They went against the advice of the vendors they hired when they saw they could get away with not spending money on a legitimate claim. I have stopped using Home Shield. All I have for using this service is a lot of headaches getting a straight answer. I'm out two service fees and all the monthly fees with nothing to show for my money other than receipts.

While they were able to restore heating to our radiant heating system, the system is overheating. With thermostat set at 67 degree, the tempterature is shooting up to 71 degrees on cold days and even higher on warmer days. I had to turn the heat completely off so as not to coourk. It is not the thermost, because we have four thermostats in the house, and all are behaving the same, so it is the heating system. When the repair person left, he to said he is not that familiar with this type of radiant heating system, so they would send someone out who is more familiar with this to look at it. However, now they tell me they cannot do that and that I would have to call American Home Shields to make this a separate service call. That means I will have to pay another $100 as this would be c ocnsidered a new service. That ids rdiculous because they never completed the job in the first place.!

we have been a customer for over a decade; In the past 5 years we relocate to NJ: Since the move the quality of business that been dispatched has hit or miss. One technician made my daughter feel very uncomfortable; with his verbal exchange with her, which i voiced to the company to send someone else; it was next to impossible for them to agree to send someone elese; another instance my ac broke; the company sent three different companies that all had different diagnosis; i called a company a friend recommended and it was a clogged filter; the first AHS HVAC service company wanted to replace unit!?! the last call i put in was for a furnaces, took two weeks to get job due to company not prioritize their customer: dispatch too todays, then it was weekend, then needed electrian to fix power, another week pass to dispatch another weekend passed and the furnace was fix two weeks after original call. during 35 degrees weather. seriously looking to find another company

Too long to handle break downs if they respond at all. I had to pay out of pocket for service over a week waiting and didn’t respond. I was told to repair out of net work & be reimbursed! Paid independent contractor the same day service and under 100.00 paid. Contractor didn’t want to do buisness with AHS and didn’t write a bill for them because of slow to be paid. Claim wasn’t paid by AHS. My garage door opener on the out side is faulty. Service wasn’t paid & I paid contractor out of pocket even trout it is under the warranty!! It still won’t hold memory and had to be reprogrammed a few times a month!!

I’ve been with American Home Shield for over 10 years. The companies you send out to do work on my plumbing is ok but for my appliances, not so good. The last service I requested for my washer did not go so well. They stated it was not due to normal wear and tear but due to overloading. The washing machine is 17 years old and in my opinion should have been wear and tear. Never the less, it was not fixed and I had to call the company to find out myself. They did not call back to inform me they could not fix it. The next appliance service request, I would like to have to have at least two to three companies I can choose from. Just putting it out there.

I like the fact that I was contacted right away of the Company to replace my Air Conditioner. I have yet received my new Air Conditioner because American Home Shield ordered supplies through Carrier Company and from my understanding it takes at least 2 weeks for products to be delivered. Hence, I have been without air conditioning in my home for over two weeks. It is causing some problems with my refrigerator to have to work really hard to keep up. It has been up to 85 degrees almost every day and night. I feel like instead of me paying $570.00 out of my pocket (because of wear and tear on the Air conditioner unit) The Warranty Company should pay for all of the parts and labor. Although, I pay $74.00 per month for the American Home Warranty every month. When my heater went out it took about 2 weeks (in the winter) to get a heating unit placed in my home and I had too pay $600.00 of that for wear and tear of heat unit. This is the third week without Air Conditioning so far. Date: 09/25/2023

I should have heard back by now on my repair/replacement but I haven't. The HVAC technician was great, very knowledgeable this time. He was the second technician this company sent out. He figured out what the problem was fast and efficiently, showed me what was broken and what he did to diagnose the problem. Then he told me they would need to replace my HVAC system. That was 8 days ago but I hand yet to hear from AMS. I even called 4 days after the technician was here but AMS said they didn't have the report from the company yet. They said they'd get it and call me back and that was 4 days ago and I haven't heard anything from the warranty company. I was told this is the best warranty company around yet they have shown me none of that. I will call them again today to try and get the order to replace my HVAC system since they have totally dropped the ball

I have been trying to get my washer repaired and now I am on my third tech that cannot arrive until Sept. 21. I called in to cancel my plan and they really encouraged me to try one one tech to make an assessment of what is going to be what I think a lost cause. The last two reports claim that I "abused" my washer by overloading it. I have owned it for 7 years and it seems if I were abusing it, this situation would happen 7 years into it's life span. Why would it take that long to break if I were abusing it over the years. The bearings are gone and that's that! If I get another rejection, then I am canceling the plan. I have no use for it going forward for the price it runs yearly, anymore. I have been a client for 21 years and have 2 policies. One for a rental we own, too.

I’m had a terrible time with the contractor, AIRSMITH PRO. After an initial visit they would not not call me to setup a follow-up appointment. Their voice mail is full and there is little transparency on the part of AHS. I am told that AIRSMITH PRO has been called and emails sent but there was no change for days. An AHS supervisor called and told me he would call me back and nothing. I have asked for a new contractor. I was told to call today after 4 hours. I called. No change to a get better servicer. Now I am waiting for the same, original contractor AIRSMITH PRO to call me rather than getting a new company assigned and coming out to my house. My air went out 7/3. I FINALLY just got a follow-up appointment for July 18th. There must be a way to switch out contractors when the initial contractor is unable to handle the work load. I am quite upset and this opinion reflects that. I just recently had excellent service for my refrigerator. The contractors need to be better vetted!

This warranty company is not consistent across the board from the very beginning we had to stand our ground on the promised quote and the package amount. This company has lied about what they provide, I also just spoke with a representative who refused to allow me to speak with the cancellation department IF I was only canceling the contract TODAY is the only way she can transfer my call. This company has contracted with unprofessional vendor and due to the few contractors to choose from we did not have much choice when our hot water heater went out AHS sent out a skeptical unprofessional plumber. We waited til the day of the end of our contract to renew it because we received a $200 off offer as long as we renewed by 4/30/23 which we spoke with an agen assured us the $200 coupon would be taken off the 825.00 with the total being 625.00 we paid it in full and July we have received an unexpected bill of 200.00 deducted automatically from our checking account. In our eyes this is fraud and deception. Should this matter not be resolved within the next 48 hours. We will have to take legal action as well as file the complaints with the proper legal entities. Mr and Mrs Davis

We've been customers of American Home Shield for over 10 years and for the most part we've been happy with their service. But they need to do a better job at selecting the vendors who service our home. Right now we have been waiting for an air conditioning company with reviews on Google and Yelp at 1.9 and 2 because of their crappy service. We've waited all day from 8am to 12noon (the window we were given) and no one showed up or called. I blame AHS for not vetting their vendors better. Now we are considering looking into a different home warranty company at this point. AHS is very hard to get a hold of by phone when there is a problem and when you do, it's a very low level person who cannot do anything but apologize. When we asked for a manager to call us back, we were told they couldn't do that. Someone in management should ALWAYS be available to speak to their paying customers.

Not what they used to be. My parents had AHS decades ago and were always happy with them. Now claims are rarely covered. You pay your monthly premium then make a claim, pay your $100 deductible and (most of the time) AHS sends a "bottom of the Barrel" contractor out. Then the contractor tells you AHS will not cover it. Example: Had a toilet that was rocking and leaking. Made a claim; paid the $100 deductible. A plumber came out said He thinks the flange is broken but AHS won't pay for him to pull the toilet to verify that its broken. Contractor tells me He will pull the toilet and fix it for $450. Called AHS second plumber comes out, looks at the toilet, calls AHS and says that AHS will not cover it. I told this fellow the runaround I was getting from AHS and he actually felt bad for me. He pulled the toilet fixed the flange which stopped the leak. (He did it because he was a good man with a conscience.) I kept his contact info and will go straight to him with plumbing issues next time. Example: Microwave stops working. Made a claim, paid $100 deductible. Electrician comes out. Says that he thinks the Microwave may be a "counter top" model which was built in to my kitchen but he cant tell without cutting away the trim around it... Yep... you guessed it... AHS will not pay for that. I have other examples but am not going to invest any more time with AHS. Two properties covered by AHS for 3+ years. I'm going to cancel.

I would recommend going to the bottom of the review as to how customers can better navigate AHS in getting competent contractors in their area. First the bad... namely the contractors and NO option of recourse for AHS customers through AHS. The conclusion drawn is that AHS does not adequately protect its customers from shady contractors and puts the bulk of responsibility on the customer while also making a killing off of the customer for sub-par contractor service. The good... Customer service is great, although it seems that there is a disconnect between customer service and the actual policies that serve the customer. Bottom line: I would rather pay a higher premium to AHS to actually have reputable contractors who would fix the problem the first or second time, not try to beat the clock in their shady repairs and practices. - Contractors are NOT required to leave a record that they were there, what they did and what they claim would be what they would submit to AHS. TOO MANY TIMES has a contractor came, made it worse or have done no work, left no paperwork or refused to, told myself or family that they would be back or that they were to submit a claim that is accurate to the conversation that was had, only to submit a fraudulent/false claim that then made it uncoverable by AHS. Examples: 1. Contractor created a gas leak in which the city of Oxnard had to come out and turn off gas days before Thanksgiving, NO RECOURSE WAS AVAILABLE through AHS, claim submitted by AHS contractor claimed it was our fault. The gas was not working, the contractor used pliers to force it open causing more damage and a gas leak, contractor promptly left said he would be back only to submit the false claim to AHS. Eventually got to escallation team, only to find out AHS doesn't help its customers but puts sole responsibility on them to pursue legal action against contractor themselves. Back and forth revealed that AHS defends its contractors, despite hundreds of bad reviews with all similar circumstances and outcomes for its customers. I ended up paying more than 1k for repairs and a new stovetop and had to fly out myself across the country to take note of all the damage. 2. Plumbing. They came out to home in Ohio didn't fix a leak, several times. Called them out and spent many hundreds of dollars for them to fix a leak under a bathroom sink. In addition to paying and making formal requests, I've called them serval times on my own, close to 8 times. Finally a manager came out and fixed the mistake that a particular contractor made in less than 10 minutes. I had to deal with the water damage on my own. No recourse available to me other than the suggestion I myself must take legal action against the contractors and not whom they represent, AHS. 3. Leaking tub facuet. Again, made appointments several times, hundreds of dollars down the drain, literally in water, time, and payment to AHS. First by AHS contractors, different ones came out, repairs only lasted close to a week to two, causing me to have to open more tickets and spend more money. Eventually I payed out of pocket for contractors not in AHS network and not through AHS, the repairs were costly and it lasted a few months. Eventually the leak came back and I replaced the faucet myself for a total of 80 dollars. Wasted money, water, time, water damage (because one AHS contractor was really rough with the piping that it broke a pipe in the wall, seemingly fixed the issue, turned on the water, and my first floor was flooding)... needless to say I do NOT have faith in AHS chosen "certified" and "vetted" contractors. 4. HVAC. I haven't had heat or AC since December, the cold snap in Ohio. Made several, several appointments, many hundreds of dollars down the drain for sub-par "vetted" and "certified" AHS contractors to "fix" the HVAC. The contractor closed out the ticket, but was comming back for repairs, because I kept calling within the alloted time of a week. They pushed the upgrade plan from AHS for a new replacement on MY DIME instead of reporting clearly that the system must be replaced to AHS. I declined and opted for repairs until AHS said it's time to replace (that was stated by the OWNER of the contract company)... repairs rather than reporting to AHS that it was needed to be replaced. I got other contractors on my own dime to evaluate the work and it was not good, clearly doing more damage than good, almost causing a fire with exposed and frayed wires. The contractor was adament that they would NOT report the system needed to be replaced and instead it was AHS to decide after numerous repairs that it would need be and that AHS customer service didn't know what they were talking about... AHS customer service told me it required that the contractor clearly state that it needed replacement to which the contractor declined several times insisting on his tale of events. AHS customer service said they would get in contact with the contractor and get back to me, weeks later, I have not heard a whisper. I eventually again... forked out a huge amount of money for a new system to replace the old one because of the incompetence of AHS and the contractors... and unfortunately their inability to leave any papertrail OR even admit any fault in the process. At this time, I do not view AHS favorably, but insist that they make simple policy changes to protect their customers. The good: There are a select few contractors that were helpful, honest and expedient. To them I've left great reviews. They deal mainly in plumbing. If you can follow the recommendation below and secure a good contractor, it is well worth the money, especially if you have an old home or the construction and components were shadily put together. Luckily, contractors are friendly and they show you what they're doing, I learned from the contractors many many visits to ultimately do a lot of the repair work myself when (not if) the problem arrised again, saving my time and money. My biggest recommendation for customers is to call AHS customer service (avoid the portal) for the particular repair that they need and ask for who are the contractors in their area while on the phone, otherwise it will automatically be assigned. The representative will almost always entertain the customer in holding for the customer to quickly look at google reviews of each contractor and then they can select the lesser of the evils. Or get the list/options for contractors and the customer can call back after researching google reviews. Above all else, if you can, get written records from the contractors when they do work, as much information as you can to protect yourself if you need to go the legal route and sue the contractors. Be well versed in your contract in AHS as they can also be held liable. From my understanding the contractor is paid a portion of the premium you pay to AHS, incentivizing quick trips and cutting corners. You may negotiate with the contractor so that the customer may buy parts needed (I did with the shower faucet) and they perform the labor. Out of the 100+ dollars AHS charge you, the contractor must sometimes use that 100+ dollars to buy parts, diminishing their payment for the job... Crappy situation. But 100+ dollar charge and an 80 dollar part is much less than the alternative of 300+ dollars in a quick fix from a contractor not in AHS. Ultimately, you must learn to how best to play the game to save money and be aware of the stupid tricks some of the contractors pull... AHS policy unfortunately sometimes ties their own hands in situations. If you can navigate the "game" with stupid rules, it is well worth the money.

The company sends sub-par repair people to fix equipment. "Fix it" well enough to last past the 30 days then it brakes again. When we get actual highly qualifies people to come they point out how the other repair people did awful work. Example, after paying over 400 (100 esch visit) to get my refrigerator repaired. We finally got AHS to send out a different repair person. That person said the refrigerator should have never been repaired from day one. It should have been replaced. In the mean time I had to continually pay 100 each time I requested a repair person to come out. This does not include the 100's of dollars of food that we had to throw out each time it broke again. Nor does it include the time spend leaving work so the person could come out order an unneeded part, come back 3-4 weeks later when then part was in and put in said unneeded part. A second example is my dryer. The very low qualified repair person has been out 3 times to "fix" my dryer. ($100 each time). Each time he would replace one part. It would run for 45-60 days then break. This last time we requested a new person. That person came out and said we actually need 4 new parents and the ladt part that was just replaced us already damaged because it was not installed properly.

First. With so many local companies to choose from, AHS sent a company who is not rated by the BBB any longer with an F rating. Second. It took over a week to be contacted. Third. The repairman was discrediting another company who told me that I needed to have my AC looked at because of the noise it was making. Fourth. He said that my AC only was 9 years old and I "should " get at least 15 years out of it. He heard the noise, but said it was because it didn't have a compressor heater and needed one, which he installed. Fifth. Since he installed it, the sound never went away, but now my thermostat is acting up and occasionally my lights dim momentarily as the AC comes on. Sixth. Afterwards I attempted to contact the technician who never returned my calls. So, finally Seventh. I still have a problem and would like a second opinion from a BBB registered company who can let me know "if" anything can be done to resolve this before my unit possibly just stops working.

My washing machine broke on May 25 and I put in a service request. Today is June 27 and I still don't have a washing machine to use. The appliance repair company needs to order a part that won't be available until August 5. I cannot wait until that date to have a working washing machine and requested a cash out for my washer on June 17. I have not received any notification from AHS as to the cash out amount. I've placed 4 calls to customer service and have received 4 different answers about when I can expect resolution to this problem . As I type this review, I am once again on hold with AHS as they verify with the appliance repair company the expected arrival date for the needed part. To say I'm frustrated is an understatement!

I'm very disappointed with AHS. Their insurance coverage is supposed to replace comparable value of appliances that have to be replaced. However, they nickel and dime you to the extent that you eventually have to settle for much less than actual replacement value. They are very typical of many insurance companies that wear you out about paying for fair market replacement value. If they continue to operate like this, they will end up losing customers. Additionally, they hire customer service representatives with very poor English-speaking skills. Consequently, it is very difficult to understand what the customer service individual is saying which is very frustrating, as well as it wastes a lot of time.

Our monthly payment has gone up more than $20/month in the last year, and that is after several years of going up a few dollars each year. We have been customers for many years, with AHS coverage on two houses for several of those years, and we have had minimal claims. We just paid $350 for 3 service calls this month: our kitchen sink was snaked, one running toilet fixed, one toilet adjusted, and an exhaust fan “looked at” but deemed “still working”. We had our fridge ice maker looked at on May 3rd, but are still waiting for you to ship the part to Able so they can install it. I am not really happy right now; considering we will pay nearly $900 in monthly amount this year and the $350 in service fees, that is a lot for the minimal fixes we received.

sent a company to only service one of my air conditioners and expected me to schedule another appointment on a separate day to service my second AC UNIT AND CHARGE ADDITIONAL 100 DOLLARS .I CONTACTED THE COMPANY AND THEY WERE NO HELP IN RESOLVING MY PROBLEM . I WORK THEREFORE ITS DIFFICULT TO HAVE SOMEONE AT THE HOUSE TO MEET. THE TECHNICIAN. AMERICAN HOME SHIELD WOULD RATHER LOSS ME AS A PAYIN MONTHLY CUSTOMER FOR 7 PLUS YEARS THEN HELP ME RESOLVE THE ISSUE . I ASKED TO SPECK TO A SUPERVISOR AS WAS TOLD THEY WERE ALL IN MEETINGS. REALLY .I AM NOT HAPPY AND WILL CONTINUE TO SEARCH FOR ANOTHER COMPANY.

So many problems. The contractors they use are not the best. If you have a problem with a contractor, good luck with getting your money back or with AHS listening to you. Be prepared to wait for appliances to be replaced. We waited almost 6 weeks for our hot water heater to be replaced. Don't expect customer service to know what's going on. While they are kind, if you have any kind of issue with the service, don't expect them to know how to help. You also may wait 2 hours on a phone call just to be hung up on. You also won't get call backs that are promised. Would highly suggest to stay away from AHS. They have caused more stress than they have helped fix problems in my home.

My overall experience would have been higher but the last experience I had with AHS I was very disappointed. I contacted AHS to see if bathtub faucet was covered under my warranty and I was told it was. But when the vendor came out they told me it wasn't. Bottom line is if I had been told the service I wanted done was not covered I would have taken a different route. Instead, since I was told it was covered I had to pay $100 just to have someone come out and tell me it wasn't. The misinformation led to me spending $100 that I didn't have to just give to you just to have someone come out and tell me it wasn't covered. I should be refunded $100. Very disappointed!!

AHS is too rigimented. No option to escalate. The CSRs are locked into a process that is not flexible. Customer has to wait 24 to 48 hrs. Then call assigned vendor. Issue? If yes, then back you go to AHS CSR and the 24-48 hrs is triggered again. AHS costs and services are too are wrong. 1 example. We used Sears for years. Switched to AHS for costs and the s tech advised the cost of repair exceeded their budget. Sears = use it until it stops. Your ratings looked good. We switched. Kept using washer for a year before it actually shook the house. AHS sent tech. It was Sears. They checked, tried but could not fix. AHS and Sears tech talked. Sears pulled their parts and left. AHS tried schedule a company. They did not respond. Asked AHS why another try another vendor. 24 - 48 hrs to wait for another...then I had to call them to schedule. Asked AHS if the vendor can see the remarks of previous. Yes. So they were not going to bother wasting a service call based upon Sears recomendation. AHS still sent another 24-48 hrs. AHS is to rigimented. AHS CSRs have one option. Call, wait 24 hrs, email, wait 24 hrs. Finally anot service tech. Asked what the problem. Checked. The unit was locked. Couldn't remove assembly. Reported. Replace machine. AHS contacted and offer option. We bought from Lowe's and updated AHS. 6 years between Sears and AHS. There a saying down south: "Bless Your Heart." Don't wait for devine intervention. Ask yourself if the costs vs service is priced correctly. Want 2 more examples? Let me know. You're asking me to sign up with BestCompany.com? Happy Thankgiving.

There is a huge gap between AHS and their contractors. I was immediately charged $100 to schedule an appointment, which would have been fine if they showed up in a timely fashion. Once here, the technician said he checked the system for leaks, finding a small pressure valve that was defective. The technician showed it to me then threw it out in my yard so I couldn't have it. I was then charged what I found out to be almost 2x the normal amount to add coolant. Two weeks later the problem reoccurred and I contacted AHS. I complained about the cost of the previous service but got no response on being gouged. They said the company they hired, Climate Mechanical was no longer affiliated and they would send someone else out at no charge. Then I was contacted by Climate Mechanical and they set an appointment, which they cancelled the day of and didn't reschedule. AHS has not followed up. In conclusion, it appears AHA has no effective network of honest contractors and no control, concern or pricing standards with the contractors they use. I was charged a total of $850 for 5lbs of refrigerant. All we ask is to be treated fairly, which we have not been, and to receive competent service and adequate follow up. I will contact AHS, hopefully they will get another contractor out here. I assumed when Climate Mechanical cancelled someone else would have been scheduled. It has been over a week and I've heard nothing from them.

This was my 4th call to repair the same problem with my Dryer. Fixed each time but eventually breaks again. I can't be with out a dryer for as long as it takes (3 weeks each time). I talked to 3 people at AHS and was hoping to get the dryer replaced. They said they could not replace as long as they can repair. I get that but for me it breaking every month or two and then not having a dryer for 3 weeks or more with 5 people in my home is redicilous. I purchased a new Dryer from Lowe's 2 days ago. Delivered today. I did not want to go that route but I can't trust that I won't have a working dryer over the holidays. I am disappointed that it turned out this way. We have been a longtime customer and have always gotten great service in other areas but the dryer put me over the edge. I do not think at this point I will be renewing my contract in January.

I started having plumbing problems on a Sunday night and I reached out to American Home Shield and requested a plumber and paid my deductible that same day. A plumber did come to my home Monday morning and was only there a few minutes and said that someone from his company would call me later that day after they reached out to American Home Shield to discuss my problem with them though I had not been told anything about the problem. It was after 5 pm and I had not heard anything from the Plumbing company or AHS and so I called the plumbing company and was told that AHS would send me an email with information about what they were going to do to resolve the problem but after not hearing anything 24 hours later and being unable to use the bathrooms in my home I called a local plumber who came 24 hours later and made the necessary repairs at a cost of $2,400.00. This seems to be how AHS deals with issues that can't wait to be fixed. AHS knows the homeowner will resolve the problem and pay for the repairs which makes having this service just another added cost to me.

When I signed up, I was told that include was a free pre-season HVAC tune up. Ot was in writing with my account summary page in mt contract. When I cslled the first time to schedule, i was told it had not been set upp in my area and to call back in a couple of days which i did. Now the associate told me i was not covered. I asked to eascalate to her supervisor. He then told me the promotion was over and no longer available. I never received any dead lines and it specifically stated in my account summary it was included. The supervisor did not provide any alternatives and did not care if I canceled

Out of three appliances request, only one was completed successfully.One was declined unceremoniously and perhaps fraudeulently ie the frigde! The main issue the HVAC with duct work was not honored after been dragged out for months and after i have invested my own money to make sure i get repair done! i already paid for the first part of the repair by self and the second part the vendor refused to come back after giving flimsy excuses a nd wrong diagnoses for over months. AHS is aware, read the notes! Even then i was given the go ahead to do repair by your rep as vendor refuses to come back and i paid $602 for it and i am yet to be compensated, yet you want to keep charging me monthly without doing your part

I put in a ticket for an issue. The person assigned did not come on the agreed upon day/time. When he finally came, he cussed at me in my home. I called to American Home Shield to complain about the service and escalate the issue. They claimed they escalated it on two different times in the system, it never was. The original ticket was opened early May, 2022 - and resolved finally by mid August, 2022, after I called again to escalate it - they said a manger would call - they never did - then whomever I spoke with, maybe the escalation team put in a new ticket which I was reimbursed for and that new assigned company came out to service my house. No discussion on if that other company was followed up with and an investigation took place to find out how they can treat their customers that way. I was very dissatisfied with the service first go round and how AHS acted - took 3 months to get resolved but they kept calling me to renew my contract. Very unhappy! Everytime I called AHS, I reached someone in Asia - they could not understand what I was saying, was on the phone for 30-40 minutes every time to escalate my issue but apparently it was never recorded. Just unhappy across the board.

The contractor's were great; what was not good at all was the poor customer service - you explain the problem and they just kept coming back to me with what I felt like were excuses - it cost me an additional $1000.00 due to this. I paid to have something done that they said was not covered by the warranty and it made no change and due to the delays and issues all summer (literally months) I had to purchase a portable air conditioner so that we could work and sleep in our home. And then I had to come up with 3600 +- for the new unit, which again the warranty is a bit misleading - it needs to be much more consumer friendly. Your legal team has covered AHS rear for sure but not very well stated for the lay man. Then they ordered the wrong unit - twice - I will say, it is cooling the house down now but the unit is larger than the older unit and loud - loud like you are sitting in the back of a jet. The contractor came out and lowered the fan to its lowest setting but it is still very loud. Now I have an electrical issue which I can't prove is due to the larger unit but whenever it comes on the lights flicker - an electrician came out but we still have the flickering going on. What was discovered is that there are some issues but nothing that AHS covers. Which sucks cause it wasn't a problem before but now it is.

AHS sent me the information of who was going to hit my Air conditioner. It was triple digits 100 plus and the company they sent to me said I had to wait 7 days before they could come to look at it. I called and told AHS that was unacceptable there are seniors in this house and to send someone else. Know they want me to wait another 48hr before they come look at it. I ended up paying for the service myself to get it done sooner. It's been 2 months and I still haven't received my check yet. I had called 3 times and was told the same thing twice. They said they were still waiting for the receipt which I had emailed them 2 months ago. They said I'm getting a check then it was I'll receive an email for my cash app. Then it was a check again, wait 2 more weeks. So yes I am not very happy with this service. AHS takes our deposit right away before ed anyone even comes but when it is time for your money to be given back to you it takes months. That's totally rediculas. That's why I gave AHS a 2. This rsting is not on the company that repaired my A/C. They w er re great.

American home shield has changed in the last two years. No matter what service you call for when their contractors come to fix the issue there are so many excuses why they can fix it or do anything. There answer is your home warranty won't let us do this or that. They just look at the issue without trying and make up stories why they can't fix it. I just had a service call for a clogged drain a very simple fix the plumber only. Had a large snake and said he didn't have smaller snakes to fix my drain. He is a plumbing company they should have all size snakes. I ended fixing the issue for $12 just wasted $75 with American home shield. I am not the only customer with this happening to check Nextdoor and yelp apps. American home shield has very bad ratings and so does their contractors

Call service was good, vendor response was good, but follow through and repairs not good. You might want to call me to get more details, but it seems like if the vendor can't get the part then you are denied for abuse or misuse. 14 1/2 year old cooktop is very good condition except the gas knobs that you can hardly read the temperatures was denied due to abuse or misuse. How can that be? 14 1/2 years of use and the only thing wrong is you can't read the temperaure on the dial????? Also, first appliance person came in and said he couldn't fix my refrigerator, I would get a new one, asked about the rubber seal that was failing, he made a comment why should he fix when I was going to get a new refrigerator. Second appliance company sent, on July 28th since hasn't called back with when the parts would be installed.

We are waiting for an oven hood to be changed for last 3 months. It was broken last October. After waiting for so many months ultimately home shield sent a new ovenhood but last 3 months we are waiting to get it installed. Every time, home shield sends it to a company but they are not contacting us. Every week, we call home shield and they are sending a new order to that company. That's it. Our sump pump was gone. We called home shield to give us a repair person ASAP since our basement was flooded. Home shield said , they cannot provide it anything right now. Then we told them if we would repair it and send the form for reimbursement. Answer is "You are your own.

AHS fixed my dryer and everything went good. However, my hot water heater started leaking on July 13th, 2022. When I called AHS, they assigned me to a plumbing company which was very professional and good. After that is when the problem started. I was without HOT water for 3 weeks before the tank was delivered and brought to my home for installation. First the water heater was too big for the space where it had to sit. The box was damaged and the drain spout was sticking out of the box. With these things occurring, I refused the tank. At this time it is being sent back and a new one ordered. I'm still without HOT water. By the time I get it, it will be well over a month. I don't feel that was satisfactory service from AHS. Honestly, I feel I should have some type of compensation for the time I've had to wait for my hot water heater to be installed.

The two times we've needed immediate help, they were unavailable. First poor experience was when our tenant experienced a backup in their plumbing, and AHS plumber was unable to get out to take care of it....which then cost us $600......next situation is actually happening as I type. Tenants air conditioning went out ( in Arizona with 100+ weather) and caused the family with two small children to have to go stay somewhere else. Could not even guarantee they could get a tech out there on Monday. Very disappointing. Very likely we will have to obtain our own A/C tech and once again pick up the tab.

Dishwasher went on the blink. Called for service could only get on the schedule one week later. Serviceman repaired but two washes later dishwasher went on blink again. Got on schedule again another week later, scheduled for an afternoon repair. Repairman showed up in the morning and, of course, I was not home. Tried to schedule again but the only time slot was while I was out of town. Scheduled again after returning. Again was given an afternoon appoint and repairman showed up early. I missed him again. Called repairman and he said he only does repairs in my area in the morning. Made another appointment, scheduler tried to give another afternoon appointment. Told scheduler the repairman only worked in my area in the AM so she changed the appointment for a morning repair. Repairman worked on the dishwasher for over an hour then declared it could not be fixed. Said he would let the office know and they would make a decision to give me a new dishwasher. Instead of ordering me a new dishwasher, I've been given a different repair company. This has been about 6 weeks without a dishwasher. This is the first time I've used the AHS service. Pretty poor start and not as advertised - if we can't fix it, we will give you a new appliance.

I have been a customer for six years. Until this year I have been quite satisfied with the service. The last two episodes have been horrific. You have been unable to find contractors to service my request, and when she did find them it took weeks not days for them to show up if they showed up at all. Once I had to find my own contractor and I was told I would be reimbursed.Three months later I received the check. This is not satisfactory. The only thing that saved the company in my braces was that one of your employees was kind enough to get permission to reimburse one of my deposits for $100. If it had not been for her kindness and her hard work I would've quit the company.

We had a good experience with the company sent to repair our dishwasher. That was done quickly and efficiently. The company which came to fix our light switches, City, has been a headache. One of two requested light switches was fixed. The repairman refused to fix the other one. He did a cosmetic change-out of a plate and switch but never fixed the switch. Upon discussing the issue with AHS, we were told that this guy had given his "diagnosis" and that was as far as it could go. Supposedly though, City was supposed to call us back again, but we never received any call. We are displeased with this service!

They would get a 1 rating however they have handled my appliance issues without much difficulty. I wish I could say the same for the air conditioner. Since 2019 we have had to add Freon the the unit. Last year, 2 companies came out and freon was added 3 times. Ahs only covers $10 for freon so guess who's pocket it came out of? This would be fine if Ahs took the recommendation of both contractors and replaced the unit but nope. This year we have put Freon in once so far. I was working with Robert S a representative in the US and I thought maybe we were going to get somewhere but he just closed my ticket and that was the end of it. Ahs is not what it used to be. Customer Service has gone down hill, you talk to reps in a different country who repeat the same thing over and over. They don't listen to the techs who in my case have told me & Ahs that I need a new unit. It's turned into a joke.

I had signed up for a service to do a tune up on my AC during a promotion and the service never happened due to availability of contractors and without written notice the service request was cancelled and I was told a refund of my $75 paid service fee would be issued within 10 days, it has now been over 20 days and I still have not received a return and I was in contact with the area manager but now no longer can get any info from them in the status of me receiving my return. Very unprofessional on their part as I have worked with other home warranty companies in the past and had to get a refund and it was processed within 24 hours.

in July/August of 2023 American Home Shield (AHS) sent a contactor (Upland Pool Supply) to replace our Salt Cell (saltwater pool). IT failed again in June of this year. I contacted the manufacture of the Salt Cell and Control Panel, via a series of phone calls, emails and pictures, they informed me the Salt Cell Upland Pool Supply installed was not the correct one for my Controller. I opened a new ticket with AHS, they sent our Upland Pool Supply again, I showed them the documentation I had from the manufacturer. They diagnosed the issue as being the Flow Sensor, which AHS deemed it was not covered, as it was not a critical component; their logic was that I can add chlorine manually. Not adding chlorine is one of the main advantages of having a saltwater pool. I have filed a complaint with the CA Department of Insurance and have begun the arbitration process with ARB.

It's been almost a month and the contractor company has not completed the repair. I had to contact them to schedule them to come out because they didn't reach out. They said the business was really busy. I understood and scheduled the appointment. The tech came out to assess, but didn't have a part that was needed to complete the repair. He stated it could take up to two weeks to receive the part, and that they would reach out. I called after 3 weeks and I was told that they had the part however, they weren't scheduling until later on the in the evening. Three days later, I am still waiting. I will have to give them a call again. Needles to say I am very disappointed.