American Home Shield

Quick and professional service. I would recommend American Home Shield to any and every home owner.

Horribly slow to respond to claims and absolutely no follow-up. If you want to chase them around, they are the company for you. They are Johnny on the spot when it comes to taking the cash for their payments every month. I have a claim I filed 45 days ago and no one has looked at my gas boiler yet. I am just praying it does not get too cold before they decide to help.

Since my dryer was broken down twice within 60 days, I only had to pay the $100 service fee once. AHS customer service is very polite and willing to find out the answers to my questions and the service contractor was extremely nice, accurate and professional.

AHS got someone out here very quickly; the company just didn't fix the problem not the first time (9-15-2017 while still under warranty) , nor the second time, by the fourth time, the air conditioning was cooling & working. A-Z put a pound of refrigerant in the unit on 9-22-2017 & checked for leaks. But by 11-10-2017 (not even 2 months), the unit had Zero refrigerant and was a fire hazard! And our warranty had expired. We had to get a New air conditioner on 11-13-2017 with AMC Cool Air Contractors Inc. (with a 10 yr warranty). Therefore, we only gave AHS a 3 star because of the SUB-STANDARD A-Z air conditioning /plumbing company.

I have AHS service contract for over 20 years to cover appliances in my house. Overall I am very satisfied with the coverage whenever I needed service to fix the problems. AHS is prompt in responding to my requests for service and follows up until the issue is resolved. My only negative comment is time it takes to reach the AHS agent when the issue escalates to repair or replace if the parts are not available. It takes average 45 minutes on phone to get agent online.

I have mixed feelings about AHS. I believe this company can improve on customer service as well as making sure the customer is better taken care of by the contractor. I have two negative experiences with contractors. I don't think AHS tracks when a contractor is sent out and when the contractor gives the diagnosis to ahs or the consumer. The repair takes longer than necessary due to this lack of communication and supervision, therefore the consumer suffers. I feel the serice fee should not be taken until the contractor submits the diagnosis. Also I feel that ahs should give the consumer a new contractor ig the diagnosis isn't received within 24hrs. Customer service should never get into an argument with a consumer especially if the consumer isn't being disrespectfull or vulgar. If a consumer asks for another representative or manager then they should be able to elevate their request. I also think ahs flags accounts so that that service requests are disapproved. Lately I haven't been satisfied with ahs.

They changed recently to requiring payment before dispatching work order. I provided a credit number for copay of $75 which was accepted and work was done to my satisfaction. Now I am getting dunned by AHS for non-payment if my copay, which if I hadn't paid they never would have given work order for service. Very frustrating to get dun emails currently, make them stop!!!

We have had AHS for several years. We have had several appliances serviced in our home...dryer, washer, fridge, stove, microwave and bathroom exhaust. AHSwas awesome to work with and the companies they sent were easy to work with. Our microwave stopped working recently and couldn't be fixed. All I needed to do was go to the approved website and pick one. AHS set up for installation. Very easy. All this was done under one deductible that I paid for the original service call. Would recommend AHS.

If you have to call AHS for any reason you will wait a minimum of one hour to speak to a customer service rep. I had a claim and AHS sent a company out to fix my oven. I paid the service company the service fee with a check and the check was cashed. It has now been over 6 months and I am still getting notices that the payment is overdue. I have called 6 times and waited each time for over an hour to speak to a rep to get it resolved. Twice I conferenced in the service company and they confirmed with the customer service rep that they had received the check and cashed it. Each time I called I was told that the problem would be fixed by the end of day yet my account still shows an outstanding balance. I even spoke to a manager on several occasions and she assured me the problem would be fixed. Completely unacceptable

Great customer service. Professional employees.

I am a single parent and just purchased a home. I wanted the ease of knowing that if something breaks down, I have a back up plan. American Home Shield does this for me.

Buyer beware: American Home Shield will only provide you service Monday - Friday, unless their system determines otherwise, not the people with brains that work there, but their system that was built to "take all the guesswork out" for their customer service reps. We have had American Home Shield for more than two years, but after today, I am ready to cancel my contract with them. Our heater decided to stop working today, a Saturday, and the temperature outside is a high of 42 and low of 37. The temperature inside of our house is 64 degrees. I called to inquire about expediting our claim to get someone out here sooner due to the circumstances. It took over an hour to finally speak with someone. And when I did I was promptly informed that AHS can only call the company that they have assigned to my "ticket" and see if they can come out sooner. However, the assigned company has 24 BUSINESS HOURS to schedule a time to come out and fix our issue, and the company assigned to our ticket just happened to be closed today. I was repeatedly reminded by the person I was speaking to that they were following company guidelines and there is nothing else they could do to help me until the assigned company has contacted me within that magical 24 BUSINESS HOURS. I then inquired as to what the company guidelines say in regards to a situation that needed to be handled in less than 24 business hours. The customer service rep told me that she was not able to tell me what their guidelines say. I asked to speak to a manager and was told she didn't have a manager, but could submit a request for someone to call me back, and it could take 48 hours for someone to get back to me. Surprisingly I was called only a couple hours later by someone else from AHS that was equally unhelpful. I asked this person why I would have to wait until Monday or Tuesday (the 24 BUSINESS HOURS) considering the temperatures currently and expected for the next two days. I was informed that AHS does not deem a non-working heater to be an expedited issue, because their system didn't mark is as so, and therefore they cannot do anything further to assist me. I then inquired about what temperature it would have to be outside for this work order to be expedited. I was told, "Our system does all the work for us so that we don't have to guess. And it doesn't tell us an exact temperature, but I believe that I have seen it happen when the outside temp was 30 degrees." So what I've been told is that I spend $60/month or a home warranty that is only useful Monday thru Friday, and should I need to have my heater fixed on any other day; i.e. Saturday or Sunday, the outside temperature would have to be BELOW FREEZING! That is utterly ridiculous. I understand that when I actually use their services, they can potentially save me hundreds to thousands of dollars, but since when does things only break during the week? I will be heavily reevaluating my service contract with AHS, and will not recommend them to anyone else.

We have been customers of American Home Shield for over 20 years, and it has always been a positive experience until now. Slow service, confusion on who was collecting what payment, trouble scheduling... these things made me want to rethink keeping that annual payment - it's rather high.

Called several times, most times took awhile before speaking with customer service. I chose to have work done by a different repair company, was a bit disappointed the allowance was $300 less and I submitted my receipt over 3 weeks ago and still have not received reimbursement

Waiting to speak to a representative is the absolute worst. I've called to speak to a representative at different times and on different days. The wait time has always been greater than 30 minutes and 1 hour in some instances and have even been disconnected, had to call back, only to have to start the process over again.

Used coverage 1 time in 3 years and was the worst experience. And to make matters even worse was their lying ways. Not a honest company

We have placed 3 service calls with AHS already and all were denied even though it was covered in the contract. We then conducted an independent verification which we video recorded where AHS had said our main line was cracked and the video showed no cracks. When calling AHS to discuss this with a supervisor I was constantly told a supervisor would reach out in 1-2 days. After placing several calls I have all but given up. Horrible customer service, horrible warranty and a totally dishonest company that is even willing to fasely deny claims. Look at other alternatives.

We didn't have to hold very long to speak to a representative and our appointment was in a timely manner. The tech showed up and fixed the problem and explained things to us perfectly. We just started using AHS so this was our first call but we had a pleasant experience.

I am highly disappointed with my service through American Home Shield. I was reassured when I signed up that I could cancel at any time without penalty. Today, I decided to cancel due to the age of my house and that nothing seems to be able to be fixed because it lack maintenance. I was told I would have to pay an administrative fee for canceling. This is completely against what was advertised to me. When I asked to talk to someone else, the rep refused and said no one else would answer the call. He told me that a manager would refuse to talk to me so he wasn't even going to try. I basically just paid them $41.99 to not cover my house any more. I will be telling my friends that I referred to them to cancel as well. I don't like the feeling of being lied to and tricked into giving them money.

wait times to talk to someone ALWAYS over one hour had two companies and 4 different workers trying to fix air conditioner had to finally hire someone that knew what they were doing will cancel as soon as I am able to speak to someone to get deductible returned for work not completed.

Extremely Long wait times calling AHS. Poor communication with contractors, I waited over 2 weeks for them to fix my microwave. Contractor did not call me in 24 hours.

Was very happy with the service Came fast and fixed the problem in fist time

We had trouble with the first repair man and American Home Shield assisted us in locating a very reliable person who completed the work very thoroughly.

American Home Shield contracted Total Air Care in May to replace the evaporator coil on my HVAC unit. It took until August before the repairs were “complete”. In October our unit underwent its annual inspection and was supposed to be cleaned. However, the company we contract with to do this refused to clean it until it was repaired as moisture had damaged the unit. The moisture was due to the evaporator coil, the drain pan under it and the drainage pipe not being installed correctly. The insulation inside the unit has to be completely replaced and the unit basically has to be taken apart and put back together. American Home Shield has refused at this point to do anything to assist us in getting this rectified. I can submit another service ticket and pay the $85 fee, but because the unit is technically still working they will not help. Their contractor is also being equally unhelpful. In addition to this incident the service at AHS has steadily gone downhill over the past two years. Hold times are ridiculous when you call them – over an hour at times and their CSRs have no authority to help you – all they have is what they are scripted to say. After almost 15 years with AHS I am extremely disappointed in the way this company has failed me. I can no longer recommend this company – in fact I recommend people avoid them at all cost.

AHS is always looking at ways of keeping their customers satisfied and AHS has mastered that loyalty. Thanks AHS!

Once I set through a long wait to speak to a customer service rep., things picked up. My appointment was made for one day later and I am very happy with the repairman and the result.

I have been with AHS for 22 years. The policy have changed throughout these years. I had had good repairs that were solved tbe same day. However, I had had plumbing and refrigerator repairs that needed more than 3 consecutive visits to conclude the repair! If your appliance from Sears, you have to pay the current deductible of $75 plus the fee from a Sears Technician. If your Sears appliances were insured by Sears, you did not have to pay for the visit or deductible.,Everything would be included in your policy! About 10 years ago, my air conditioner unit broke down during the summer month, where the temperatures average 100-103F with heat index in Mississippi! My husband was alone in our house ane had to wait for more than a week without a/c because AHS needed 3 bids before conducting the repair/replacement. It was an emergency due to the higher environmental temperatures, but AHS did not offer any hotel accomodations while the broken unit were inspected by 3 heating/air conditioning to get the best bid!! Lastly, one representative of one of the companies that conducted the inspection on my a/c unit, stepped on two places at the indoor roof, while walking on my attic- making two dents on the indoor roof!!When I mentioned to AHS the incident, they refused to repair the damage because they were not responsible by the biding companies they sub contracted to do the inspection!! I was very disappointed with the AHS attitude towards this incident!!

I was very pleased with the quality and timeliness of the service! I would definitely recommend American Home Shield to every home owner,

If you need basic service its great, easy to book online, immediate call to book appt, techs show up, call when late. If you have a problem - good luck. Some service people are totally inept, some are good. If you have an issues you cant get through, over an hour on hold every time to speak with a person. If you want to reach a different department no contact info published on their website, no address to write to. Washer broke, tech left a wet mess and walked out, had no clue, said it was beyond repair. There is no way to follow up about getting a replacement. Its been over a month, so I just went ahead and bought a new washer. They are under staffed and have no follow through on difficult issues. Buyer beware.

Scheduling a company to fix a problem is excellent. I have had issues with the knowledge of the workers with that company. Have had multiple callbacks due to problem never being fixed correctly the first time.

American Home Shield was recommended to us by a friend. We contacted the company and found that it was just what we needed to make our life easier as landlords of a condo we were leasing out at the time. They're a great company. I've been with them for almost four years now.

# of vendors using service needs improving (espically for a/c repairs) Quality of vendors providing service needs to improve

I have been with American Home Shield for about twenty years and have been very happy with their services. It is a wonderful feeling to know if any appliances fail, I am covered to have them fixed or replaced. We even had our air conditioner replaced. In most cases repair folks call immediately to set up a repair time. I think the monthly fee and co-pay are worth the money.

The experience was quite good. The repair company contacted me very quickly and their repairman showed at when they said they would. He diagnosed the problem and checked other systems to make sure that it was only that one thing that needed to be fixed. Everything has been working just fine since.

I had a 32 year old dishwasher that needed replaced. Once I found out who to contact a new comparable one was delivered and I stashed in a timely manner v

AHS was great, I just purchased my home in March and the inspector didn't see any problems with my AC but when it was time to use the AC, there was a problem. I called AHS, and they sent a company out to evaluate the problem and they discovered that I needed a new compressor, it would have cost me over $2,000 to replace the part but all I had to pay was a $75.00 service fee and $175.00 for the refrigerant. I'm happy and cool. S. Allen

called thurs 11/2/2017 and as of today 11/6/2017 i still have no apt for anyone to come out i have been on hold for over a hour and half today no one answering the phone to help me resolve this problem. pay every month and got nothing to show for it. but a stopped shower that has been sitting here 5 days.

It was easy to ask for service online. Then it was super fast they called us that day to let us schedule for our bathroom leaks. They guy was available the following day and got the job done quickly. He was also polite and clean. We appreciated it all so much.

They are quick to respond and never any hassles, even when something needs to be replaced.

Most items easily found through online reporting system. Easy to get to rep for clarification. Really like change to AHS taking fee directly. Probably saves both the company and myself money. No disagreements or bounced checks and such for AHS to resolve.

Gentleman who helped us was very knowledgeable and professional. He made sure our a/c unit was fixed properly and didn't try to push a new unit on us like other companies have in the past. Highly recommend

AHS was quick with their response and professional.

American Home Shield is the greatest! Our refrigerator went out 1 day before Hurricane Harvey hit. We were flooded in but not flooded, our little town was a island. When I made the call for service they were so helpful and fast. The places that should have serviced us could not get to us but they worked with me on the phone to find someone who could. As soon as they were able to reach us the refrigerator was replaced. I found them to be so willing to go above and beyond during a difficult time to help us.

I wasn’t happy with the way my dishwasher repair/replacement was handled. The appliance could not be repaired so AHS opted to replace my dishwasher which was fine but it wasn’t installed correctly. To this day, we still have issues with it being loose and unstable because they simply dropped the replacement off and shoved it in the cabinet. My thought is that it should be replaced CORRECTLY to correct the home owners issue. Now I have a hole new set of problems with the loose dishwasher. Not happy overall and have warned friends against purchasing a warranty from AHS.

Repairmen came to my house and in addition to the fixed service charge, they asked for more cash to fix the problem even though it was covered under warranty. They could not explain why they were asking for $200 more! Whereas, they reported to the office that I denied the service. THAT was a lie. And I had to shell out $100 as the service fee for getting fraudulent quote and erroneous reporting.

I was very happy with my experience with AHS when my water heater quit working. I reported it via computer and received a prompt reply with a referral to a service company. Since the problem happened on a week-end the plumber came out on Monday. He fixed the problem, checked out the water heater completely and even discovered that some of my circuit breakers had been mislabeled for over 20 years. He fixed those as well. He was very professionable and knowledgeable. I was very happy with the service.

The worst company I ever dealt with. It's now 2 and a half weeks since my furnace stopped working. They sent out a contractor 2 weeks ago, to investigate. He said he has to contact America Home Shield which he never did. After many days and hours trying to get thru to AHS all I get is a run around. If "my call is very important to them" why isn't my furnace fixed???

AHS was remarkable. The repair concerns a refrigerator. The technician was sent out within 24 hours of logging in for repairs. He could not repair. I was given an option of a generous cash settlement or selecting a refrig from there options or one from anywhere. I choose to select one from an outside source within the offered price. It was delivered promptly. The delivery men were wonderful. Could not be more pleased with replacement frig The charge was paid quickly by AHS. AHS could not have been better!!!

I've constantly had the worst customer service experience with AHS. You have to wait over an hour to speak to customer service. Recently had situation where I paid service fee to vendor who did plumbing repair they were great. AHS continued to bill for service fee even after acknowledging fee was paid at time of service. It took 4 phone calls each time on hold for at least an hour.

replacement A/C unit not good quality. Have had 3 service calls in a three(approximately) period