American Home Shield Reviews

If I could have left a zero rating I would have. We have problems with our Air Conditioner cycling on and off all summer. The last time was for 9 hours during the day. A & R Complete Services was out 3 times. Problem was never fixed. However, the real reason for the no star rating is their complete lack of communication and cooperation when they were asked to come out a 4th time. According to American Home Shield they accepted the return visit, but despite us leaving countless messages to call us back at a certain number they never called us at that number. They kept calling a different number. We even told American Home Shield to remove that other number from our account. They never set up an appointment with us. We called American Shield numerous times to complain and they called as well. A & R also ignored them. We asked American Shield to set us up with someone else but that request was refused as well. Terrible service between the vendor and the insurance company.

The ease of getting a service request done has been one of the best aspects. The piece of mind of having the coverage is invaluable. Very happy with AHS.

Have been a paying customer for years and have never been 100% satisfied with them. Depending on what you need, you will sit on hold for a long time and when you do talk to someone, for me, it is very difficult to understand their dialect. My most recent a/c encounter…their tech cam out and spent maybe 15 minutes at the house and told me that my evap coil was bad and needed to be replaced and took a picture of a date on the outside of the air handler showing if that it was last replaced in 2015. What he didn’t realize, the evap coil was changed in 2021 and was noted on the inside of the air handler on the inside but he wouldn’t know that because he never took the cover off to actually check it. I know this because I was standing at the bottom of the steps. I was sent a quote for the uncovered portion that AHS said that I would have to pay out of pocket for almost $6,000. I called to get a second opinion and AHS said that I had to pay because they wouldn’t cover just because I didn’t agree with the price. I paid out of pocket to rediagnose and the issue was that the heater was blowing at the same time as the a/c. It cost me $380. I did the cash in lieu of payment option through AHS so I could reimburse myself for paying my own a/c tech and it was a nightmare to get my money back. It took months and they made me seem like I was the bad guy.

We had an unpleasant experience with AHS recently. Our tankless systems computer board was shorted out due to our power being turned off and on during the recent hurricane. The first company came out and pronounced the unit failing due to improper maintenance and it lacked a valve for clean out. I explained to the guy that it had been maintained and our plumber did not have an issue cleaning out the system. I requested a second opinion and my claim was denied to not having the correct valve as previously mentioned. The quotes to replace the unit were $6600.00 and $4400.00. I found a new unit for $998.00 and hired a plumber for $300.00. A big difference and I feel the first two companies were taking advantage of the storm by price gouging. I wrote a letter to AHS expressing my concerns and it was returned to me. I sincerely believe the process needs an appeals process that allows the homeowner to express their concerns and not rely exclusively on the first company’s information. It’s to the first company’s advantage to recommend a denial so that they benefit.

It took SIXTEEN WEEKS for AHS to replace my non-working refrigerator. TEN repair attempts (of which, the vendor failed to show up 3 separate times), and utter and complete failure to uphold the warranty in good faith. Continually just passed around to get me off the phone and to go away. Definitely efforts to exhaust the warranty holder to give up efforts to make AHS uphold their contracts. Miserable experience. Repair vendor even recommended filing with Attorney General! Claimed AHS has verbally threatened to drop repair contracts if replacement is requested - even when the appliance meets the criteria! Also claimed that repair company threatened employees with termination should they recommend replacement due to the threat of contract termination from AHS. Absolutely creates a conflict of interest and a seemingly intentional effort to take advantage of premium-paying customers. 1000% do NOT recommend.

Great service, quick access to technicians. I have been assigned some non certified companies for the appliances that needed service. They took much longer than expected to diagnose and source the correct parts.

It used to feel more worth it when the yearly fee and the service fee were lower but as prices have increased the value feels less balanced. They often also send out subpar contractors that do temporary fixes and not high quality work.

I love American Home Shield. Every claim I have get resolved or a great explanation why ot wasn't. Always timely and accurate with the time of service

Every repair I've done has taken multiple visits and repetitive calls to both you and the vendors to get done. For example, on my microwave repair, the first company flaked out after coming. The second company came, ordered a part, but when they installed it that wasn't the part which needed replacement. They then ordered supposedly the right part, but it was also wrong although the microwave then worked. However, the part they put on was sloppily glued over the original buttons you push and 1/3 of the bottom still showed the original non-working buttons because the part they glued on was the wrong size. They then claimed that this was only a cosmetic issue and it took multiple calls to them and AHS to get it resolved. The refrigerator repair is taking a similar track in that there has been someone out at least 5 times. It still isn't working right.

They keep raising the prices without telling us

To costly for coverage you get. Consistently increasing monthly dues.

I will never sign up for AHS again as I was cheated out of what I deserved after many loyal years.

Customer service is horrible, and they use the worst replacement parts to save money.

Quick response to our needs to get our refrigerator fixed. Once it was determined it was not fixable, the communication was great about working towards a replacement.

Always very communicative. Great service for the value. We love the peace of mind we have with all of our appliances and electronics and household items.

Quick to respond and sends knowledgeable techs for the issue at hand. Would recommend to educate techs to clean up behind themselves when job is completed. Adds to satisfaction of customers.

American home shield handled my claim quickly. I had water damage due to a major storm. The company assigned showed up the next day . Glad I purchased this warranty.

Prompt response and professionalism, friendly and helpful staff. American Home Shield is the best coverage you can ever have for your home. Thank you for a great service.

I have had a total of 3 service calls and 2 were solved in a timely manner and theirs no complaints there. The other service call for my range top and refrigerator has not been solved and the service was requested 2 1/2 months ago. The technician set up appointments for 4 different occasions to replace the parts and he NEVER showed up. I have placed SEVERAL calls with American Home Shield and everything is documented but I have not been able to be reassigned a new technician to get the job done. Robert from Sunshine Appliances (1 man business) gives me the run around about having the replace parts then the replacement parts are damaged then he is picking up the replacement parts again but never shows up! It’s been 2 1/2 months of me calling on a regular basis the technician and American Home Shield and Robert giving the same excuses, even telling them one day that he was on his way to my home and he never show up. I have no idea what else to do to get this taken care off.

I have 3 contracts for 3 separate homes. I have had multiple issues with AHS even though I've actually only had a few claims, but those few claims have required numerous recalls within 30 days of original service. Most engagements with customer service are extremely difficult and require constant follow-up. I'm constantly told, "Call back tomorrow to see if we were able to successfully submit your request" and each call is at least 30 mins. In addition, some of their recommended vendors are completely dishonest. One vendor submitted reports/estimates that were fraudulent. When I brought this up to AHS, and provided the documentation, AHS requested that the vendor resubmit their estimates. The vendor contacted me to say they are closing my account and said they would not discuss with AHS or resubmit an estimate. I'm out over $1000 and AHS is still recommending that vendor to their customers. I have multiple stories in just 16 months of service with AHS. In addition, I am still waiting on a service repair of an AC issue that is now 45 days old due to multiple data entry issues on AHS' side.

Concern #1: I ordered my air to be repaired on August 9, 2023. Four service calls later, the air conditioner still needs to be fixed, and a fifth service call has been made. Integrity Air and R & R Electrical Allstar have been to my home twice, each with no definitive results, and a fifth service call has been made. The temperatures are 90 degrees and up, and it is unbearable to live in the home. Both companies point fingers and say it's the other guy. However, after five services and 31 days, my house still has no air. Concern #2: On August 30, another request for R & R Electrical Allstar was made. They only had an opening on September 8, which was too long to wait. since it was their second time coming to the property. Called AHS, and the representative said he would escalate the order. He also called and emailed R & R for a closer service date. However, I went ahead and arranged for someone to be available to meet the technician from 2-5 PM as requested. On Thursday, September 8, I received a call from R & R to change the time from 9-12 AM. I told her I wasn't sure if I could make that happen at the last minute. This morning, I received a call at 11:21 AM from Tabitha, the phone representative of R &R, that the tech was on his way. I reminded her that the appointment was from 2-5 PM. She confirmed but said that they had two cancellations. Again, I wondered if someone could be there because they are working people. She said they have a job to do as well. It was 1 1/2 hours earlier than expected, with no consideration for the customer's time or prior obligations, and her tone was unprofessional. It costs very little to be kind. Thank you in advance for looking into these concerns. Thank you in advance for looking into these concerns.

I have an AC issue, the motor went out. AHS will only pay to have an after market motor installed and it is so noisy that when it clicks on I can hear it inside my house & my neighbors can hear it. My neighbors have already complained about how loud it is. I have already paid my $125.00 service call, if I want an OEM motor installed by the repair company then I have to pay them an additional $250.00 AHS is so cheap they would rather half ass a repair just to get by than install the correct part that belongs in the unit so that the homeowner is happy and does not have to deal with the disturbance this motor is causing. It's not their house & it isn't causing them to literally loose sleep so why should they care, right?? I called AHS three times, they refuse to do anything & said they are not responsible for "noise". So pretty much they can have junk installed & it is ok. I even had a second AC company come out & take a look at my unit and they said the motor that was installed is the cheapest after market motor possible & typical of AHS to pay for. I am located in Las Vegas, Nevada where our summers are 110* to 118* so what is going to happen when summer comes around again?? This motor will never make it. AHS sucks honestly!

We recently bought an older home and replaced all appliances in the home but did not replace older HVAC systems - because of that, we purchase a warranty to cover those units - when we called American Home Shield we explained that and were assured that the older units would be covered. One of our two units stopped working and AHS assigned a contractor to come out - because of incorrect comments in the technicians report (which were opinions and not factual), the claim was denied. AHS is not a good-faith provider - the customer service representative that we contacted to discuss went to an obscure paragraph in our 'agreement' explaining why the claim was denied - a proof point of a comment the HVAC technician made when he left our house - he doesn't see claims paid out often "the warranty companies are in business to make money and can't afford to honor warranties for their customers - otherwise, they would be out of business".

We had an ongoing issue with our Air Conditioner and this review serves as an official history of the actual events that have transpired. We believe there is negligence on the end of American Home Shield as well as abysmal customer service leading to our home not having a working air conditioner during peak days in Texas heat (over 100 degrees several days in a row). We have 2 young children and temperatures in our home have reached over 90 degrees on multiple occasions. This all culminated in us accepting a cash out offer for the sum of $1,475 (which is not even half of what multiple vendors quoted for the repair job). The AHS vendor quoted this price to AHS and that is the cash out offer but they never did the work as they kept delaying and stating, "the part has been ordered and we are waiting for it." After waiting for over 15 days for the part and a 14 day streak of over 100 degrees in Texas resulting in over 90 degree temps in our home where our children sleep (ages 5 and 7) we had no option but to pursue a different vendor that could deliver. There were MULTIPLE vendors who had no issue completing the job within 2 days of us contacting them. We finally chose the cheapest one at a cost of $3200. Below are the facts of the issue: 1. On July 13, we suspected some kind of refrigerant leak due to our air conditioning not cooling. We opened a ticket with American Home Shield and Service One Air was dispatched. We informed Service One of our suspicion and they said they had to fill up coolant due to the home warranty policy and could NOT research any leak at that time. They said to make sure any future tickets were assigned to them (Service One Air) since they had the notes / history. 2. On August 13, after being out of town for several weeks, we arrived at a home that was not cooling. We contacted AHS and asked to have the ticket assigned to Service One air after we noticed the ticket was assigned to Roc Tex Air. AHS advised that was not possible so we proceeded as AHS suggested. This should be documented on this work request. 3. Roc Tex Air came out on August 17 and let us know there was a leak in the evaporator coil. They said they had to wait for feedback from AHS on next steps. 4. On August 18, we received an approval request for non covered items in the amount of $400. We approved this instantly and since then we have just been waiting. 5. August 18, 2023 - We called Roc Tex for an update. All they can tell us is parts ordered and no estimate. They tell us they cannot guarantee anything but it normally takes 2-7 days for this part (coil) to come in. 6. August 21, 2023 - We called Roc Tex for an update. All they can tell us is parts ordered and no estimate nor update. 7. August 21, 2023 - We call AHS to follow up and ask for help. AHS contacts Roc Tex and says the same thing, "Parts ordered, no update." 8. August 22, 2023 - We call another vendor and they let us know they have no issue getting the part and that they can come fix it within 2 days. Their quote is $3,200. 9. August 23, 2023 - We called Roc Tex for an update. All they can tell us is parts ordered and no estimate nor update. We reiterate we have had no A/C for 10 days now since reporting the issue. 10. August 23, 2023 - We call AHS and let them know we have had no A/C for 10 days and Roc Tex cannot provide an estimate. We ask for any relief. We ask if we can contact our own vendor and get reimbursed and they say we can get a cash out option (that we can choose to accept or decline) so we could get our own vendor if they can get the parts faster. We are told we will get an email within 24-48 hours with this information. 11. August 25, 2023 - No word from anyone. We call Roc Tex and get the same response of parts ordered with no estimate on when they will get them. We call AHS and ask for help and are told we need to speak with the innovations and upgrades team. I call and the agent (this time an American and not an offshore agent) is confused as I am as to why we were told to speak to them. The agent calls the owner of Roc Tex, Mark Lair, and confirms we do not need any kind of upgrade. They are just waiting on parts. I ask about the status of the cash out and the agent says we have to go back to the normal customer service staff. We do this and are again greeted with the Phillipines agents and provided no help. Initially we are told there is no cash out request in their system (something about a CIL form). Then finally the agent comes back and says she found it and that we requested it on Wednesday, August 23. She says we should hear back on Friday, August 25 on the cash out option. 12. August 28, 2023 - We have heard from no one again. I called AHS and was told they tried contacting the vendor and were not able to reach them. I was also told a supervisor call is still open and it should have happened by now. I also call Roc Tex and got the same update we have gotten since August 18 of "Parts ordered, no estimate on when it will come" 13. August 28, 2023 - We are told our cash out request was denied due to the fact that I approved the out of pocket expenses on August 18. Of course I approved those because want it fixed. I tell the agent this is not proper and they agreed and resubmitted the cash out request. 14. August 28, 2023 - I call AHS again (3rd time for the day) and finally am connected with a supervisor who transfers me to a cash in lieu department. They offer me $1475 for something that is going to cost $3200 to fix. I am glad to use your preferred vendor (roc tex) but not having air conditioning for 15 days with two young children during a Texas heat wave is unbearable. At this point I have no option but to move forward with this cash out and just pay for the difference ($1,725) out of my own pocket. We have been patient and have multiple properties on your warranty program. However, this issue leads me to seriously reconsider using you all. I have spent over 20 hours on the phone with your offshore call centers and had a home with no air conditioning from July 13, 2023 - August 29, 2023.

American Home Shield website is easy to use. AHS has a service company contact me with 1 - 2 business days. Customer service is good. The service companies sent out to my home have been great.

Good customer service most of the time. Quick turn around in assigning contractor. On several occasions the item repaired breaks again. Of course after 30 days. Then you have to pay more money to fix AGAIN! Extend your time limit to report these incidents.

I like the insurance, but I have to wait to long to get an appointment. There is no one that can come out to get my fridge working. I had to by water and ice for a month. The work is not done yet.

Up until the middle of July I was very satisfied, not satisfied with anywhere plumbing sent for problem with A/C drains being blocked. 5 weeks later ended up with water stains on ceiling.

American Home Shield is very responsive and finds the company that will help fix whatever situation you have even if it's after hours for most companies.

The auto renew of my policy increase the premium and reduced the coverage without notification. It is also very hard to get satisfactory coverage on items that should be replaced. One example (I have several) the capacitor on our 17 yr old microwave failed mulriple times but they insisted on repair. The last time it failed in September 2022 and it took 3 months for the parts to come in. Every time I called for status it was just 1 or 2 weeks out and always slipping. Finally after that 2nd repair and failure they offered a replacement but they offered a model that did not have the same features and was $250 cheaper than a comparable model. I was lucky that time and got a nice CS agent who updated the model information for the replacement. I was not so lucky with my AC this summer. I was without AC in Florida for 10 days in Aug due to their "standard processing times" and availability of their contractor. Several days it was 95 in my house. I ended up choosing another contractor to complete the work as AHS wanted to put a refurbished compressor into my 18yr old AC and I couldn't bear the thought of another experience like the microwave. The cash option was only $699. This company will torture you, low ball you, and waste your time. Not worth it!

If the home warranty companies AHS has done the best of the 3 I have tried. They make scheduling pretty easy. The hardest thing is trying to find a phone y if you need a person

I was happy with everything up until now. Made a service request for my a/c unit last week and haven't heard from anyone yet. Takes forever to talk to some one about it when I call but the deductible sure did get pulled out my account fast and I haven't even had any service done

Zero coverage on my pipe leak. Not only do I have the platinum membership monthly fee, but I had to pay the fee to AHS to have the job worker arranged. Worker said that my pipe leak would not be covered at all. That ended up being true. I had to pay for the entire job plus the fee AHS charged me to set it up. I feel like I just dumped a large amount of money down the drain. Disappointed so far in my first claim with AHS. Surprised they advertise such generous coverage but refused to pay for this repair. I would have saved over $400 just in fees if I had arranged the repair myself. Zero peace of mind so far. Not sure i’ll keep paying into the coverage if it doesn’t cover the minor repairs it claims to cover.

AHS has been providing us with fine service for over 5 or 6 years. The service folks that responded to take care of our problems have always come through.

I would choose negative stars if that was an option. The contractor AHS sent tried to scam me. AHS sent a garage door repair company to fix my garage door. After looking at the door, the repairman gave me two options, one for $995 and one for $1700 to "do it the right way." I asked him to email copies of those bids to me. He did, but seemed uncomfortable. My BS meter was flashing WARNING, WARNING! I told him I would call AHS in the a.m. as I did not think the bid was correct. He left and returned a few minutes later, letting me know that his boss "would knock off $210" if I did the repair right now. I said no thanks, I want to talk to AHS first. He tried to "hot box" me, saying he didn't think his boss would give me the discount unless I did the repair now. I called another garage door company the next morning. The repairman fixed the door in less than a minute with a small adjustment, lubed and inspected the system. $69 for all. I should not have to be wary of and protect myself against the disreputable contractors AHS sends. This is not my first bad experience with an AHS contractor. One contractor explained that the home warranty companies (not just AHS) pay so little to contractors that only the "worst of the worst" will work with them and, as a result, many will lie to customers and pad their bills so they can make some $$.

I’m once again unhappy for 2 work orders 1- leak in kitchen caused drywall in basement to come down soaked with water was told they would have someone come fix it. It is not fixed. 2-AC leaking contractor came out on Thursday 13 July stated the pipe needed to be snaked by a plumber. I called AHS and spoke to a rep who stated he had to contact the vendor to confirm he said he called.On Monday I17 July I had not heard from AHS so I called the rep female stated the same excuse as the male rep. I asked why they hadn’t heard anything the female stated they had a long wait on the phone call. I stated I would like to speak to a supervisor and was told I could not. I asked why I pay for the contract and I will be reporting her. She hung up the phone on me. I called back and had to wait for a call back same issue as the last two times I called only I explained that AHS has third party contacts if they are not doing their job why is it I’m paying the price for it. AHS should have followed up with their contractor

Did not pay for a new garage door opener citing inside was dirty. The technician assigned to the job told me when he plugged it back in it started smoking. I didn’t smell any smoke. I lined up the door sensors and it’s been fine since.

The above posted rating is based on last service request. Assigned contractor came over 3 times to fix low water output from refrigerator. They replaced valve in door during the 2nd visit, which did not fix issue. During the 3rd visit, they dismissed my claim regarding the inlet valve in the back of fridge may be the issue, telling me, "that was my opinion" and left without checking anything. The tech claimed low house water pressure was probably the issue, I disagreed. I tested my line pressure and as I suspected, it was great. A second contractor was assigned and I never rec'd a call. I purchased the valve I suspected was the issue and installed it. Water output was great. I thought this is what I pay for in a home warranty. I will be requesting my $100 deductible back and canceling my contract in favor of another home warranty service company.

Things could not have been easier with AHS when I needed a new water heater. They assigned my contractor quickly who was great to work with. Thank you American Home Shield

U dislike ahs went sky high on my monthly payments wirh no warning. Can't afford them anymore ahs is good company with immediate action on getting repairs?done though

I was able to call customer service and American Home Shield was able to send the appropriate company out to fix my issue and approve my claim within a short period of time.

It’s pretty efficient to make a request. Generally good people are sent out. I had to have someone return recently, and that was a very smooth process.

Very shortly after we put in a request, AHS has a vendor lined up and they follow up to make sure the vendor has connected with us. It's professional, seamless and thorough.

Still waiting on communication from AHS on whether they’ve ordered the part needed to fix our AC unit so we can schedule the repair with the contracting company. It’s been 3 weeks with no AC in Florida during July with 100 degrees plus on most afternoons.

The repairs were done in a timely manner and the repair man was knowledgeable and pleasant. All in all I am very happy with the American Home Shield Insurance.

I purchased and pay for a home warranty every month. My A/C is 4lbs low of R22. I was told there was a leak in the coils and that my intakes are 7 cm too small, which caused the coils to leak. Therefore my warranty wouldn’t cover it. After a second opinion, the technician believes it is highly unlikely that a vent that is slightly too small would over pressure the coils to cause them to leak. He believes the result would be the opposite. I pay every month for a home warranty to cover things in my house. I’ve have this warranty since we moved into this house. The warranty should cover this house.

We started with American Home Shield in 1991. They have proven to be very helpful over the years by sending the proper providers to address any issue.

You offered what you guaranteed. I was in the middle of the heat, power outages and busy time of year so it took a week to get the AC fixed. Not anyone’s fault.

American home shield is a good supplementary insurance if you don’t have a lot of money to fix your home, however, they do put a bandade on the problem if they can. That’s ok for some of us that just can’t afford new appliances every time they go out. They are very responsive though in fixing your problem.

It’s easy to put request in and they get back to you in a timely manner to schedule your appointments, Appointments are met soon after your scheduling