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Maria Franklin Toano, VA

our ac went out July 1. Couldnt get anyone til July 5 when I called assigned contractor who said cant schedule you til july 11. They never called. I appealed to head office anda wonderful person named Michella D stepped up anad took charge of the process. finally got the ac back on july 19 using a different contractor - all thanks to Michella. 18 days is a long time to be without ac

2 years ago

Reply from American Home Shield

Hi Maria, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred. Please provide your AHS contract number.

Jul. 29th, 2022

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Maria Serrano Belleville, NJ

We had our AC fail 2 weeks after we had coverage. American Home Shield sent out an inspector and said that it failed BEFORE our coverage started. How can that be when we KNOW that it was working? We even had it professionally inspected. Anyways, we ended up buying a brand new HVAC with no help from you guys. Very disappointed. On the flip side, I thought the people we talked to were friendly and professional (that's why it's two stars as opposed to one), but unhelpful.

2 years ago

Reply from American Home Shield

Hi Maria, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.

Jul. 28th, 2022

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Willie Patrick Harker Heights, TX

Took long time to get HVAC tech out (10 days), but problem fixed. On next occasion, I cancelled service request before it was assigned, but was billed anyway. Answering service in India acts interested, but apparently has no authority. Extremely long wait times.

2 years ago

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Serena Bertram Dayton, NV

The last service call for my broken AC was perfect but the call before made no sense. The AC gentleman saw rotting in the ceiling pan which needed to be replaced. My request was denied and would probably have prevented the AC from breaking.

2 years ago

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Naomi Fron Fort Worth, TX

I was authroized to seek an outside contractor now AHS refuses to reimburse me for $1250. And, I am unable to talk with the people who authorized the work to be done. I think AHS is a better company than the folks on the phone are doing in representing the company. The AHS system is broken and no one is paying attention.

2 years ago

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Janice MacLean Bowie, MD

For fixing a leak on a pipe inside my walls, I still had to pay a high amount of $$. And it seems that their call center is located in another country. Very hard to understand them every time I need to place a call to them, very frustrating!!

2 years ago

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Robert Branchfield Tucson, AZ

Consistency. There are time I have great experience where the service call and repair is good and others where I have to go the extra 5 miles to clarify a clear issue and communicate repeatedly what has transpired, along with the disconnect.

2 years ago

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Shantate Young Stockbridge, GA

I have had nothing but issues since the beginning of signing on. Customer Service is horrible! They lied about sending a service tech to fix our air conditioner for over 2 weeks. We had to pit our tenant in a hotel and cover that cost! They gave us the run around again when it was a refrigerator issue and sent the same tech even when we requested a different one. He said there was nothing wrong with the frig. But it is clearly NOT getting cold! The tried to double charge me in one month and then keep calling me from collections saying I owe again! They have farmed all calls to the Philippines where they barely speak English and I can't understand 99 percent of what they are saying. And they understand pretty much none of what I'm saying. This has been a horrible experience and I am canceling all of my contracts with them!

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 29th, 2022

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C Janos Brooksville, FL

My home air conditioner stopped working and after waiting approximately 45 minutes for a call back, I was told it would be between 24 & 48 hours before a vendor would be scheduled to fix my air conditioning unit. I live in Florida and the temperature today was in the 90's. In Florida air conditioning not working is considered an emergency to be handled at any time of the day or night. This agent seemed to be reading from a script and had no clue what I was dealing with. I also asked to speak with her supervisor and was told he was busy. Her name was Savitrie and she was in the Ghana call center. I cancelled the request. Good thing I did not have a water leak in my home. It would have not been 2 days before a repair man would have arrived. Unbelievably poor customer service and very disappointed. We will not be renewing our home warranty with AHS. Feel free to call me if you have any questions.

2 years ago

Reply from American Home Shield

Hi C Janos, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.

Jul. 28th, 2022

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Leroy Jackson Richmond, TX

My air conditioner was not cooling properly & a contractor was sent out. He concluded that a new condenser coil was needed. AHS gave me the runaround about the order placement. Needless to say, 20 plus days later in 100 degree temperatures, I called again to check on the part order. The agent told me that the order hadn't been placed yet & she could arrange it so AHS could just send me a check to make things whole. I told her that I didn't care about a check, I just wanted the a/c fixed. She could not give me an estimated time of when the order would be placed or shipped for the part. I told her to just cancel the entire order and I would just pay out of pocket for another air conditioning company to come fix my AC. I am very seriously considering canceling my warranty service.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 29th, 2022

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Pedro Harker Heights, TX

The company that they sent out to fix our AC had poor customer service and didn't even give us time to get to the door when they came. I called them and they would not answer or even return my calls. When I called American Home Shield they weren't very helpful, but most importantly, I had a customer service issue and requested to speak with a manager. I was unable to speak with a manager and was told that it would be 24 -48 hours before I received a call back. It was actually 8 days later. This is poor customer service and resolution of a problem. I still haven't received a refund from paying my $100 deductible. Needless to say, it is July and our state has been having heat advisories. I had to pay for another company to come out to service my AC.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 28th, 2022

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Jennifer Gomez Bartlesville, OK

I paid HWS for the entire year. Unfortunately for us our A/C was blowing out hot air, the contractor that came out could not repair the unit and said that they sent a diagnosis to HWS and HWS claims that they never received it. This has gone on for almost a month with temperatures ranging from upper 79's to mid 90's. The technician has been to the hos 3 different times with no solution. The technician claim that they let HWS know that the unit cannot be repaired, HWS claims they have heard nothing from the contractor. You cannot talk to a supervisor at HWS without a ticket being made. We have made several tickets and no response. This doesn't sound like the wonderful company that I have been reading about. Maybe someone in authority will see this and respond to an unhappy and frustrated customer. Lisa snd Garry Martin

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.

Jul. 28th, 2022

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Joan mccleerey Vancouver, WA

The staff argued with me when I told them that their plumber was not acceptable, they claimed that the last 6 conversations with AHS over the weekend never took place, and AHS caused problems for me at work with their constant refusal to work with me and credit my account back for services not rendered by their contractors.The electrical contractor did not show up and I want my money refunded. My son took the entire day off of work to wait on the contractor that did not show. The previous plumber was awful I told AHS that I never wanted to hear from that plumber again and that he was not to step foot on my property but they said that I had to take the contractor they chose whether I liked it or not even when I had a problem with that contractor in the past. That is really poor customer service.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate that your experience was not what you expected. I would be happy to assist you if any assistance is needed.

Jul. 28th, 2022

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Fredrica Christensen

Quickly provided a contractor. The contractor responded and scheduled promptly. The problems were identified, explained and resolved professionally and promptly.

2 years ago

Reply from American Home Shield

Hi Fredrica,
Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

Jul. 19th, 2022

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John Henry

Good service, one issue... I had work done at my residence. The work caused water damage and neither AHS or the contracted agent will not take responsibility for repairs.

2 years ago

Reply from American Home Shield

Thanks for letting us know everything is working out for you!

Jul. 22nd, 2022

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Idalia & And Sherman

Everything is always good. The professionalism was good. The courtesy was awesome. The timeliness was great. The service was except.ional. I would recommend AHS to anyone.

2 years ago

Reply from American Home Shield

Thanks for sharing your positive feedback.

Jul. 22nd, 2022

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Claire Owen

We were extremely pleased with Flash Garage Door Service. He was on time, professional, friendly, and completed the job very quickly. We will always use them.

2 years ago

Reply from American Home Shield

Your feedback is greatly appreciated.

Jul. 22nd, 2022

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James M. Hart

I have always had a positive experience with the company and I need it I home they were always consistent finding a technician come out to my home in a reasonable time.

2 years ago

Reply from American Home Shield

We're glad to hear your experience went well.

Jul. 27th, 2022

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Debbie Mello

Easy to setup everything and also quick delivery of new appliances. The delivery company was lacking in communication, but that was no fault of American home shield.

2 years ago

Reply from American Home Shield

Hi Debbie, Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.

Jul. 27th, 2022

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Christina Holmes Kalamazoo, MI

Monthly cost increases every year. Have had to utilize for claims and there is always a long wait if you have to call in. They will replace with subpar products or damaged but read the fine print as it is disclosed. Gave me the run around for 3 months trying to replace my broken water heater. Currently researching alternatives for when my contract expires.

2 years ago Edited January 10, 2024

Reply from American Home Shield

Hi Christina. We appreciate your time in reviewing your experience with AHS. We want you to know you can trust in the coverage we provide. It's great to know you have been pleased with the service and coverage we provide. Thank you for being our valued home warranty member.

Jul. 28th, 2022

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James Wright

Responsive customer service, great experience with replacement /reimbursement process, very expedient with timeliness and contract workers for service very professional

2 years ago

Reply from American Home Shield

Hi James. We are so delighted to hear that you have been pleased with the service you are receiving. We know how important it is to our members to receive dependable service. We want you to know you can always count on AHS as your warranty co.

Jul. 28th, 2022

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Tamique

AHS promptly arranged for technicians to assess my malfunctioning appliance. The technician was professional and resolved the issue in a timely manner.

2 years ago

Reply from American Home Shield

Hi Tamique, Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

Jul. 27th, 2022

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Andrew King

Although we had a problem with the first time, we used the service the company was quick to rectify the issue concerning the company they recommended.

2 years ago

Reply from American Home Shield

Hi Andrew. Thank you for taking time to share your experience. It's very good to hear the issue was resolved to your satisfaction. We look forward to working with you again in the future.

Jul. 28th, 2022

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Adina Baker

There were no questions asked about my request; they simply handled it as asked. Service was prompt and efficient and completely fixed the problem with our dishwasher.

2 years ago

Reply from American Home Shield

HI Adina, Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

Jul. 27th, 2022

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Sandy movahed

Ease of use of the website to submit work order, great customer service and problem resolution from dispatched companies, follow up from AHS to ensure every is resolved.

2 years ago

Reply from American Home Shield

Hi Sandy, Thank you for taking the time to provide a rating, your opinion is valued greatly and it helps us maintain an excellent standard of service to our customers.

Jul. 29th, 2022

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Jimmy williams

The first few times I used them the experience was great, this last time I had a water pipe break going into my house I called on a Friday and finally someone called me on Tuesday. I went 4 days with no running water in my house. They advertise 24/7 service which is far from the truth

2 years ago

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Terry Perry

This is difficult. It isn't AHS directly but the providers. Two of them were up selling their business products whether than focusing on inspection and repairs. It was frustrating to be pitched to purchase new expensive products and telling me differing prices that continued to escalate.

2 years ago

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Deuk J Lee

I stated that I didn't want to use Tris AC because of the bad service they gave us several years ago, and now they have been assigned to us again. I guess we'll see how it goes, but I have a very bad feeling about it come this Thursday.

2 years ago

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David Rydzinski

They got a repair out to our house soon after I put a claim in! I still waiting to hear from them about what their doing about my the part for my fridge. The repairman said where he looked the part was discontinued.

2 years ago

Reply from American Home Shield

Thanks for sharing your positive feedback.

Jul. 28th, 2022

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Issa Hatem

Job was completed and problem resolved in a very timely fashion. However the solution was done taking a few shortcuts and not done the way I'd expect a well known company to repair things.

2 years ago

Reply from American Home Shield

Your feedback is greatly appreciated.

Jul. 28th, 2022

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James Engel

The AC technician did his job but YOU failed to get a replacement unit and I have been waiting for the last 3 weeks in 90 degrees heat in my home. I then had to buy 3 window units @$300 each in order to lower the temperature to a somewhat livable condition. Every time I call the tech, I get a machine. I finally got a call back last week and they told me that the unit was "on order". This is ridiculous. I have been waiting for three weeks. You should at least reimburse the cost of the three window units.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 20th, 2022

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Rayshonda Silva

I have been charged theee times for the same service. The workmen were good. The customer service left something to be desired. I have no ide when this will be rectified and no one at customer service could explain and it's been a week or more! This has been very frustrating. I loved that they offer re-keying and HVAC services but get the billing right, please.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 20th, 2022

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Robert Szymanski

My AC went out 3 weeks ago, I conveyed that I did not want to upgrade to the contractor right away. Well you all did not actually order the new unit until I called to check on the order status. I tried to be patient because the contractor told me it would take you all a while to get the job done but by being being patient I get to go now a month in the middle of summer without AC. Also every time I call in, which now is everyday, I get a different answer from every person I talk too.

2 years ago

Reply from American Home Shield

Hi Robert, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred. Please provide your AHS contract number or property address.

Jul. 25th, 2022

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Joseph Herndon

An AHS contractor replaced an AC fan with a lower rpm motor then what was specified by the manufacturer. When I contacted the contract company I was told it would work just fine. I then contacted AHS who then called the contractor and the contractor told the AHS rep the motor would work and that I would have no further recourse. This is unacceptable! I then called and requested to speak with a supervisor and 6 days later I'm still waiting.

2 years ago

Reply from American Home Shield

Hi Joseph, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred. Please provide your property address.

Jul. 25th, 2022

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Joan Starace

Customer service has gone downhill, canceled policy due to poor service as represntation. Repair service companies they send are terrible, have horrific reviews' united appliance services and ADA Inc have terrible Google and yelp reviews, I would think a company as big as AHS would do their due diligence and send reputable repair companies with and actual place of business and not work out of their moms house. It's suspicious at best.

2 years ago

Reply from American Home Shield

Hi Joan, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.

Jul. 20th, 2022

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Patrick Schelstrate

The first company that was suppose to come out and service our oven never shoed up, and I tried two times to get a new company but was told they had to give them a chance to respond, meanwhile we had no oven for about a week. The second company was excellent.

2 years ago

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Susan Billings

My faucet was broken and needed to be repaired before the plumber could repair a drip that I called to place a claim on. I was told American Home Shield would reimburse me a portion of the cost of the new faucet, but when I called to get the reimbursement, I was told that they could not help me.

2 years ago

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Jonathan Taylor

Not helpful in resolving my issue. I have requested for 4 months to gave my dead husbands name removed from emails and texts that I receive from AHS. I get the same response. I will following with the back office. Meanwhile, it continues to happen and each time I receive emails addressed to him it causes great stress on me.

2 years ago

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Reginald Lee

The first company I was scheduled with had all types of bad reviews from customers about not showing up for appointments and returning phone calls. I was scheduled with the anyways. And then they did not show up in the agreed upon window. I do not understand why AHS is contracting with a company that is known to be poor at customer service.

2 years ago

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Mike Clark

Some of the contractors have been VERY inefficient. I am STILL waiting for my initial appointment to be completed. The contractor has left a hole in my ceiling for over a month and refuses to call me back to finish the job.

2 years ago

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M.C. STATHAM

Customer Service Reps were pleasant, however, each Reps provides a different response for the same issue. I have waited almost 2 weeks awaiting for an approval for a second opinion for my Central AC after the first vendor didn't find an issue however my home is not cooling.

2 years ago

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Daphnee

It is hard to work with them because they take their sweet time ordering parts. I also think it is unfair that they only give one theory days from the time something is fixed after that they charge you service fee to send another technician

2 years ago

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Anneka Black

They will only fix things with a bandaid rather than replace them despite professional recommendations. Two different times they could not find a provider in my area for my service issue and the process to get your own provider and get reimbursed is too complicated.

2 years ago

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margaret l weaver

Before the first time my experience with American home shield has been a nightmare trying to get my washing machine fixed it was so stressful that I finally just hired my own repair man and paid out of pocket to fix the washing machine these people that use for outsourcing when you call there in the Philippines Aruba and most of the time you can't even understand them when I talk to a gentleman in the Philippines he was so belligerent and rude he couldn't even hardly speak English yet he was going to try and interpret the contract that I have with home shield which his interpretation was totally unfounded and wrong and he just laughed and how frustrated I was getting when I try to explain to him that he was interpreting the contract wrong tried to over talk me it was a horrific experience that I never wanna go through again that's why I hired my own appliance repair man and paid out of pocket I couldn't deal with American home shield employees

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 22nd, 2022

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William F Umstetter

Absolutely worthless customer service. The worst experience possible.

2 years ago Edited January 10, 2024

Reply from American Home Shield

Hi William, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.

Jul. 22nd, 2022

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Myron Wendland Westmoreland, KS

Because trying to get them to replace an obsolete 20+ year AC unit is impossible. All they want to do is service the unit and make modifications to it so they can make parts fit. American Home Shield does not check the contractors they assigned your order to. The one they assigned me was Frog Pro Service out of Columbus Ohio, 95 %of this companies rating was a 1 star, even bad reviews from the BBB. After almost a month, we finally hired our own AC company which told us my current system is obsolete and we needed a new one. Well AHS will not pay anything towards it as the scam company they sent us has to tell them that. You can't even get hold of anyone there, their voice mail box is full and you can't leave a message. What a waste of money for 12 years with American Home shield and only using them once and they will not pay. They also are a scam company that takes your money and gives nothing in return

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 14th, 2022

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LAURA BINNEBOESE Saint Louis, MO

The main concern and real problem I have is that I have an energy efficient gas water (50 gallons) heater now and you want to give me one that is not energy efficient. My existing gas water heater still has the Energy Efficient sticker on it. This is a real concern to me because of the rising prices. Another feature is that it makes no noiseit would drive me crazy if it did make noise. I have a rod inside that protects the heater from water damage and rust. I also have a turn off valve if it gets too hot and an overflow valve. I also have brass fixtures. These are all features. I know that you have given your customers energy efficient refrigerators. I can't understand why I can't get one. I'm willing to wait a couple more weeks till you have some in stock. My ticket for a new replacement accidentally was closed due to miscommunication. Now I'm in the process of trying to get that resolved which looks like it will take a few more weeks. The only way to get this done is to write a brand new ticket and waive the hundred dollar charge since the problem has already been assessed. Could you please look into the matter so I could get a new water heater before winter.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter. Please respond with your contract number or complete property address and your email address.

Jul. 15th, 2022

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Kalyanikumar Wichita, KS

Had 2 different AC contractors out gave 2 different diagnosis AHS denied both assessments AC has been out since 6/13/22 it's 102+ in Lancaster, Tx my AC condenser has a leak from the fan blade both contractors said I needed a new unit AHS refused my claim and said it was do to misuse and abuse and pre-existing. The AC unit is outside the leak is on the inside how is it misuse and abuse and pre-existing. I am speaking to an attorney and channels 4, 5, and 8 in Dallas, Tx. Multiple neighbors of mine have ac issues and have AHS and the refuse to fix their units as well. We all have file complaints with BBS

2 years ago

Reply from American Home Shield

Hi Kalyanikumar, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.

Jul. 18th, 2022

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Martha Las Vegas, NV

Horrible experience. We had a gas leak (a major concern!) and needed to find the source. The contractors told Home Shield what needed to be done and they did not wanted to fix my the problem. Instead, they kept saying that it the issue was pre-existing and that we would need to pay another $125 to get another opinion. This happened twice. When I asked what the bases for it being pre-existing was, their answer was that the contractor would tell us. But that's not what happened. The first contracting company they provided us had awful reviews and was an unpleasant experience too. This is a scam. They didn't care how dire of an emergency our issue was. They'll never pay to fix your problem and instead just loop you in an endless cycle of paying for contractors to come in and look around.

2 years ago

Reply from American Home Shield

Hi Martha, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred. Please provide your AHS contract number or property address.

Jul. 19th, 2022

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Raquel Lopez San Antonio, TX

I've had an act with AHS for at least 10 years but after my most recent service request I'm not sureI will renew again. I've spoken with or online chatted with 6 reps in the last 2 days and still don't with my issue resolved. No one follows up as they say they will and every time I contact them it's like starting over. They are unable to find a contractor and I was told I could "outside authorization " to find my own contractor and they would reimburse me. Once I found a contractor and requested the authorization I was told I would have to wait another 24 hours before they would give the authorization. This is after I have been waiting 3 days to get my central air fixed.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 15th, 2022

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