American Home Shield
9.1
Overall Score
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Lee Calabasas, CA
Waste of money and will be cancelling!
There customer service is terrible and the low grade (or better no grade) third rate repair technicians are incentive to find loopholes not to pay only to up sell a costly repair. AHS is AMAZING with very timely calls citing a loophole in the Terms and conditions to deny claims!
Anyway, I finally got a clue and called a reputable repair company who told me the AHS diagnostic was “Crud” and fixed my heating for a fraction of the $900 repair bill I was lied that I needed. Oh, I am forgetting the $75 AHS fee!!
Do yourself a favor, save yourself time and aggravation and call a real service company
4 years ago
Reply from American Home Shield
Hi Lee,
I hate to hear about the non covered cost that has been experienced to have your repair completed with AHS. I would be glad to speak with you and reach a resolution.
I hate to hear about the non covered cost that has been experienced to have your repair completed with AHS. I would be glad to speak with you and reach a resolution.
Dec. 27th, 2019
Karen potts Visalia, CA
I was told the two parts that were being replaced were the only parts that could be replaced. Because these exact parts had already been replaced last year. Not surprising this didn't fix the problem. Now I was told there is an ignition bar that was being replaced on this model routinely about 5 years ago. Why just replace parts that had already been replaced? Now I'm screwed until after Xmas waiting on another part!!!
4 years ago
Reply from American Home Shield
Good morning Karen,
I hate to hear about the delay in service that has been experience with the part. I would be glad to speak with you and reach a resolution.
I hate to hear about the delay in service that has been experience with the part. I would be glad to speak with you and reach a resolution.
Dec. 20th, 2019
Ruth Barrett Dansville, MI
After we purchased our new home with a AHS warranty for a year we decided to continue it. We have not regretted doing so, and appreciate the service we have benefited from.
4 years ago
Reply from American Home Shield
Good afternoon Ruth,
Your feedback is more than appreciated ad I hope you continue to enjoy your AHS home warranty!
Your feedback is more than appreciated ad I hope you continue to enjoy your AHS home warranty!
Dec. 19th, 2019
Cherie Buckeye, AZ
The first time the plumber came, the problem wasn't fixed, but the second time he came, everything is perfect. No charge for the second time he came.
4 years ago
Reply from American Home Shield
Hi Cherie,
I would like to thank you for providing American Home Shield with such positive feedback about your most recent experience with the plumber who completed the repair.
I would like to thank you for providing American Home Shield with such positive feedback about your most recent experience with the plumber who completed the repair.
Dec. 17th, 2019
Krystal Newark, CA
They have been so horrible to work with. My heater has been broken for over two weeks. The first technician who was supposed to come was cancelled and no one can give me a definitive reason why. The second was the wrong type of repair man. The third just didn't really know what was wrong. This might all be forgivable if there was any customer service. At every step there has been a delay. They never call back when they say they will. The customer service representatives seem like they are rushing to get off the phone and every response sounds scripted. I'm just so angry with them. I tell them that I am really unhappy with how the situation has been handled and their response is "okay, is there anything else I can help you with?" What kind of response is that?
4 years ago
Reply from American Home Shield
Hi Krystal,
Your concerns regarding your most recent service experience are understood. I would be glad to speak with you and get the issue resolved.
Your concerns regarding your most recent service experience are understood. I would be glad to speak with you and get the issue resolved.
Dec. 19th, 2019
Todd San Antonio, TX
First I’d like to say is if I could’ve given them a zero I would have. Spoke with customer service regarding a denied claim to replace a part on my furnace. Denial is based on the fact that an internal part of my furnace apparently has corroded/or has rust and will not be covered by warranty because they state that my furnace has no been Maintained properly. I had just purchased the home and decided on using American home shield as my warranty service. I had no control over the previous owners actions on how they maintained this furnace. However I purchased the platinum plan with American home shield so that I could specifically have peace of mind with my appliances and furnace/air conditioner. At no point during the conversation with the sales person did anyone ever tell me that everything would be conditional on the condition of the furnace. I was simply reassured that I had nothing to worry about that everything would be covered with a small fee for service. I will be reaching out to the Better Business Bureau as well as the Attorney General of the state of Texas. It’s shameful that I’m having to do this especially since I did business with them in good faith.
4 years ago
Reply from American Home Shield
Hi Todd,Your concerns regarding your most recent service experience are understood. I would be glad to speak with you and get the issue resolved.
Dec. 17th, 2019
Robert M Erie, PA
2 broken appliances in 2 weeks. set up the appointments and the service man was there as arranged and the problems were fixed. One was an oven two days before Thanksgiving.
4 years ago
Reply from American Home Shield
Hi Robert,
I am pleased to hear about your most recent experience and the appliances that were repaired. I hope you continue to enjoy AHS!
I am pleased to hear about your most recent experience and the appliances that were repaired. I hope you continue to enjoy AHS!
Dec. 16th, 2019
Michael Atlanta, GA
I've been waiting 5 days to get an answer on the payout for my Water Heater. The contractor AHS sent out wants to add on charges of $1200, are you kidding me??? I was told they'd get this to me 4 days ago...clearly the business model is to send contractors out and have them upsell me on code violations and add-ons so they can make money, likely because AHS doesn't pay them a fair amount. Customer service is a joke, 15 times I've been put on hold, there's no record or prior calls or progress on my ticket. I used the AHS contractor 2 years ago for a water pressure regulator value replacement and the recent contractor said it doesn't work and needs to be replaced. It just goes on and on. Don't use this company!
4 years ago
Reply from American Home Shield
Hi Michael,
Your concerns regarding your most recent service experience are understood. I would be glad to speak with you and get the issue resolved.
Your concerns regarding your most recent service experience are understood. I would be glad to speak with you and get the issue resolved.
Dec. 17th, 2019
Murry Kenosha, WI
I may be come back for the rate but for now I'm unsatisfied with AHS services and their customer service. Can you pay attention to all your customers complain, their review or complaints is true become it happened to me now. I wish I red all this review before I renew my contract. Anytime I made a service request they denied it and I ask for my contract agreement, you refuse to provide me. I have full coverage for electrical issue and you still denied my service due to your lack of experience technician. So can you tell me what I'm paying for? The technician claim overload without trace any wire. The technician don't want to do because the claim you don't pay them well and it seems AHS is begging the sevice technician . Then instead of AHS to get back to me since two weeks that i have being calling them for the follow up, no they didn't I still have more questions and reviews after I received my contract.
4 years ago
Reply from American Home Shield
Hi Murry,
I would like to thank you for providing us with insight about your most recent AHS experience. I hate to hear that your experience has been less than satisfactory. I would be glad to speak with you and reach a resolution.
I would like to thank you for providing us with insight about your most recent AHS experience. I hate to hear that your experience has been less than satisfactory. I would be glad to speak with you and reach a resolution.
Dec. 13th, 2019
Jessie Small Memphis, TN
Everything was so easy and seamless, from booking the appointment online with AHS to the EXCELLENT service I had from Rescue Your Air. I will highly recommend.
4 years ago
Reply from American Home Shield
Hi Jessie,
I would like to thank you for providing American Home Shield with such positive feedback about your most recent experience.
I would like to thank you for providing American Home Shield with such positive feedback about your most recent experience.
Dec. 13th, 2019
CLARENCE D FLOYD Manning, SC
Just Bought home less than 2 months ago and tried to talk to customer service because of a couple of issues such as a leaking toilet and total electric heat and air unit that needs to be repaired or replaced. Called twice trying to find out what exactly would be out of pocket cost if these appliances needed replacing. Was on the phone for over 2 hours with people who had broken English and hard to understand then put on hold only just to be hung up on both times so I can only imagine the rest of the services this company offers and how bad their customer service is. Will be talking to the bank to cancel policy as well as the Better Business Bureau. Very DISGUSTED!!! DID NOT RATE BECAUSE THIS COMPANY DOES NOT EVEN DESERVE 1 STAR!! HAD TO LEAVE ONE STAR OR IT WOULD NOT LET ME POST REVIEW ! JUST ANOTHER LOOP HOLE!!!!!!!!!!!!!!!
4 years ago
Reply from American Home Shield
Good afternoon Clarence,
I hate to hear that your experience has been less than satisfactory. I would be glad to speak with you and reach a resolution.
I hate to hear that your experience has been less than satisfactory. I would be glad to speak with you and reach a resolution.
Dec. 13th, 2019
Paula Lawson Humble, TX
My oven needs to be replaced due to a bad element that caused a fire. The appliance repair service that came out was great. Confirmed the need to replace my ovens. I have not heard from AHS. Hopefully they will contact me soon. Would like this to be resolved before Christmas. AHS has always been easy to work with.
4 years ago
Reply from American Home Shield
Hi Paula,
Your concerns regarding the delay are understood. I would be glad to speak with you and get the oven replaced.
Your concerns regarding the delay are understood. I would be glad to speak with you and get the oven replaced.
Dec. 13th, 2019
Will Spring Hill, FL
I was very disappointed when american home shield was supposed to have given me a credit for having a company out and service my unit in my house air conditioning for the 2nd time. it wasn't repair correctly thr frist time. they had to come out american home shield said they wouldn't charge me for the follow up visit, come to find out that they did charged me for service call. I am Disappointed with American home shield.disputing with my American Express because I was told otherwise very Disappointed I will be canceling my contract which I have 2 Properties insured with American home shield.
4 years ago
Reply from American Home Shield
Hi Will,
I hate to hear about your most recent AHS experience and the credit that you were waiting to receive. I would be glad to speak with you and get the issue resolved.
I hate to hear about your most recent AHS experience and the credit that you were waiting to receive. I would be glad to speak with you and get the issue resolved.
Dec. 13th, 2019
Trudy Stapleton, AL
Service was good and timely . The only complaint I have is that when I first signed up they did not tell me I could add septic tank to policy and after the first year this was no longer an option. And for the price I paid the coverage was not on enough items such as appliances is an added price
4 years ago
Reply from American Home Shield
Good morning Trudy,
Your concerns regarding your American Home Shield coverage are understood. I would be glad to speak with you and discuss your contract.
Your concerns regarding your American Home Shield coverage are understood. I would be glad to speak with you and discuss your contract.
Dec. 11th, 2019
Michael Bardo Richmond, TX
Nothing except minor repairs is covered 100% had a call for a bad a/c unit , not covered had to pay 100% for a new one , pool/spa heater not covered had to call another repair service to make me feel good because it wasn’t cover because it wasn’t up to code ever though it was up to code when installed or it couldn’t have been installed . I also had a pilot light went out and the service man sent out who was very helpful said that if I had to replace it it would only be partially covered.I just think it is deceptive advertising To say you will replace a major appliance knowing full well you won’t is bothersome and person I spoke to about my grievances would not refer me to higher level to try to come to a compromise or some partial compensation my . I don’t expect anyone to reach out to me to try to make things right because I have wrote reviews before and never received any feed back either by E mail or phone call I guess I need a lawyer or to tell anyone considering your service to avoid your company because you won’t even replace what you say you will in your commercials I AM VERY DISSATISFIED and I Know you won’t respond to this survey also. Customer satisfaction is the number one thing you should strive for but do not seem to care about your customers.
4 years ago
Reply from American Home Shield
Hi Michael,
Your concerns with the contract coverage is understood. I would be glad to speak with you and get the issues resolved.
Your concerns with the contract coverage is understood. I would be glad to speak with you and get the issues resolved.
Dec. 11th, 2019
Alessio R. San Lorenzo, CA
American Home Shield is a solid waste of money.
I have two experiences with them, both horrible.
First: a blockage.
I pay 75$ for the contractor to come and diagnose the issue. They say they need to further inspect some less accessible pipe and that is going to require AHS approval. They would get back to me. I call AHS to check on the status of the request, they say they never received a detailed report from the contractor, so the problem cannot be fixed. I call again after one week, they say the same. Same thing every week for one month and a half. Ultimately, I call another contractor and I pay out of pocket (2k).
Second: leaking dishwasher.
Dishwasher started malfunctioning mid September. I pay 75$: a contractor comes, cannot find anything wrong with the dishwasher. Cleans sensor, leaves. Dishwasher works for two days, then breaks again. Same contractor comes again, does not find anything weird again, cleans it again, tells me to ask AHS to call another contractor for a second opinion if the dishwasher breaks again. As a matter of fact, the day after, it "breaks" again. Second contractor arrives, says they need to change a sensor (the leak detector). They need to order the part. They say - and AHS confirms - the part is going to arrive by the 20th of October (one month later). I wait. I call back on the 20th. Sadly the part did not arrive. They say the part is going to arrive on the 28th. I wait and call again. They say that the part is going to arrive by the 6th of November. I call again to confirm, and they say there is no guarantee the part is going to arrive, anytime, ever. It might arrive, I might have to wait another month, 9 months, 1 year, 25 years. Who knows. The part is readily available online for 15$ - I could probably buy it myself and fix it pretty quickly. Thing is, I paid 75$ to AHS for the contractor to come and clean the sensor manually, on top of the ~500$ for the yearly AHS subscription that were basically a waste of money. In short, as before, they are going to wait it out till I decide I had enough of it and I will fix the dishwasher myself.
Main reason why AHS is worthless is clear at this point.
AHS is a scam, as they don't have a guaranteed time period after which they escalate a service request. You need a part? Sure, it will come, sooner or later. We need a detailed report from a contractor to make a decision? Sure, no worries, sooner or later it will happen. This is a strategy that, in my opinion, they maliciously use to avoid paying for costly repairs, whenever possible.
As such, I would strongly suggest anybody to think twice before paying these gentlemen a dime for their "service".
4 years ago Edited September 14, 2021
Reply from American Home Shield
Hi Alessio,
Your concerns with the appointment delay are understood. I would be glad to speak with you and assist to get the issues resolved.
Your concerns with the appointment delay are understood. I would be glad to speak with you and assist to get the issues resolved.
Dec. 7th, 2019
Jack Olden Denver, CO
10-year customer. This company provides the worst customer service ever. They do not call you back they do not follow up with what they say they're going to do. They do not return your calls or emails they do not care about any issue you have except making their monthly payment. They will send contractors out to your house to break your appliances and not cover you. They leave you in an endless loop and never resolve your issue. I recommend choosing any other Home Warranty company than this one. They do really bad business and have the poorest customer service I have ever seen. All you will be is a number to this company. They have no concern for any issues you have.
4 years ago
Reply from American Home Shield
Hi Jack,
Your patronage for more than 10 years is more than appreciated. I hate to hear that your experience has been less than satisfactory. I would be glad to speak with you and reach a resolution.
Your patronage for more than 10 years is more than appreciated. I hate to hear that your experience has been less than satisfactory. I would be glad to speak with you and reach a resolution.
Dec. 9th, 2019
Randy Washington, DC
My AHS owner page advertised a heating system checkup. I clicked through and was charged the $75 fee. After a week went by without contact, I contacted AHS via Facebook Messenger. I learned that my request had been cancelled without notifying me because their contractor won't do heating system checks. Mind you, this was a special service advertised in the AHS owner center itself, and advertised via direct email to me.
4 years ago
Reply from American Home Shield
Hi Randy,
I hate to hear about your service request that was canceled and the miscommunication. I would be glad to speak with you and get the issue resolved.
I hate to hear about your service request that was canceled and the miscommunication. I would be glad to speak with you and get the issue resolved.
Dec. 7th, 2019
Glynn Humble, TX
I have a samsung refrigerator ahs has sent contractors out 4 times . When contractor was diagnosing fridge with Samsung engineer on phone I ask to talk with Samsung. And told them to come out with there technician he got me a onetime exstension in warranty for diagnostic and proposed repair , long story short I would of saved 400$ if I had a properly trained technician that American home shield provide d,I’m for people making money but I think there needs to be a line drawn between right and wrong AND THE REPLY from AHS on website is nice but would be helpful if they left contact info .........lol
4 years ago
Reply from American Home Shield
Hi Glynn,
I hate to hear that your experience has been less than satisfactory. I would be glad to speak with you and reach a resolution.
I hate to hear that your experience has been less than satisfactory. I would be glad to speak with you and reach a resolution.
Dec. 9th, 2019
Kathy s Orangevale, CA
Had a bad repair company assigned who wasted months not doing a proper repair. However once a competent repair person was sent out AHS came through by offering a replacement.
4 years ago
Reply from American Home Shield
Hi Kathy,
We are pleased to hear about your American Home Shield experience and hope you continue to enjoy the coverage we provide!
We are pleased to hear about your American Home Shield experience and hope you continue to enjoy the coverage we provide!
Dec. 3rd, 2019
Matthew Stern Colts Neck, NJ
They wrote up coverage for me but left out the Air Conditioners. Most of the time I don't use their vendors so I ended up paying out of pocket anyway. Their sales staff is either uninformed or intentionally mislead - they tell me about a plan that reimburses for coverage as I'm cancelling their policy. One of their vendors said he would order a part for us. We wait for the part only to find out that he never ordered it because he said we broke the stove. Another one of their vendors comes and fixed the stove in 15 minutes. They charge me $100 to cancel the contract . I say buyer BEWARE!!
4 years ago
Reply from American Home Shield
Hi Matthew,
I hate to hear about your experience to have the air conditioner repaired. I would be glad to speak with you and get the issue resolved.
I hate to hear about your experience to have the air conditioner repaired. I would be glad to speak with you and get the issue resolved.
Dec. 3rd, 2019
Greg Dallas, GA
I recently submitted a request repair for my a/c unit, a technician came out and said it was my evaporator coil which is covered. I was relieved to hear this and waited 2 weeks to hear back on approval for the fix. I finally heard back and was blown away that even though the work was covered I had to pay $1347. $600 of this was refrigerant and another $700 were code upgrades. I cannot get a straight answer on why I have to pay for code upgrades. They say I may need a different primary float switch, secondary float switch, something with my drain pan and several other things I cannot remember. My feeling is that AHS low balls the repair company so much that these code upgrades are a way for them to make more profit. I have a primary and secondary float switch and nothing that I can find says if you REPAIR you have to upgrade. If we were installing a new unit then yes we would comply with new codes. I can understand the refrigerant but do not agree with these code upgrades. Why not advertise this more b/c repairs are not free!!!!
4 years ago
Reply from American Home Shield
Hi Greg,
Your concerns with AHS and the coverage we provide are understood. I would be glad to speak with you about the non covered cost and get the issue resolved.
Your concerns with AHS and the coverage we provide are understood. I would be glad to speak with you about the non covered cost and get the issue resolved.
Dec. 3rd, 2019
James S Pasco, WA
On Friday evening late my furnace made some loud noises then quit. I had just had major back surgery (fusion) & was moving slow and on pain pills. I immediately called my repair company that has done yearly maintenance on my A/C & furnace. They came out Sat morning.Reputable company. Upon inspection they determined the furnace motor was out but could not obtain a new one until Tuesday as it had to be ordered & that model was not available in our area. They took the old motor to insure they ordered the correct one. On Sunday I remembered AHS & called they immediately. Told to call back on Monday. Monday I called back & was informed they could not honor my contract as I had not called them first. I could have the company reinstall the motor they AHS would send someone out to check it out. That was stupid as new motor was due Tuesday morning & it was freezing. I had heaters running & still not over 64 degrees. I am 75 & wife is 76. Freezing is unsat. I explained that all through my working life my concept was how to get it done not why we can't. Anyway I noticed AHS took out my payment immediately on the 24th. I, on the 25th, called my credit card company to have the payment reversed & block any further withdrawls from my card. IL told AHS on the morning of the 25th to cancel my contract immediately & what I would be doing with the card. I asked to talk to manager twice & was told not available then on the phone. I will be posting this on facebook & twitter & also to BBB. I paid the whole $868.80.
4 years ago
Reply from American Home Shield
Hi James,
Your concerns about your most recent AHS experience are more than understood. I would be glad to speak with you and reach a resolution for the issues that have occurred while waiting for the repair to be completed.
Your concerns about your most recent AHS experience are more than understood. I would be glad to speak with you and reach a resolution for the issues that have occurred while waiting for the repair to be completed.
Dec. 3rd, 2019
Ike Midlothian, VA
Plumber came ot to fix a leaky toilet. Toilet was leaking worse after they left. Tried calling them right away to get them to come back and could not get in touch with anyone. Got a call the next day only to find out it would be a week before they could come back. Inspected the toilet to see if I could finish the repair myself and noticed the part that was installed was faulty.
4 years ago
Reply from American Home Shield
Hi Ike,
Your concerns about AHS are more than understood. I would be glad to speak with you and reach a resolution for the issues.
Your concerns about AHS are more than understood. I would be glad to speak with you and reach a resolution for the issues.
Dec. 3rd, 2019
SD Cary, NC
I have made a few service requests, and most things are not covered. A contractor dispatched did not list that they work on the unit i made a request for. I asked how contractors were chosen, because most have low reviews. Customer service could not explain this process to me. My contract clearly defines that an issue is covered however the authorization department finds a way to deny the claim. Technician tells me they submit the pictures, AHS customer service says they do not have access to pictures. There is a huge lapse in communication within the company. It is next to impossible to get answers or discuss an issue as they are not technical. I had an another service request for an emergency pipe burst on a Saturday night. AHS made the situation more stressful. First time I called, they told me to wait until Monday and google a contractor if it is urgent. Upon calling back and speaking to someone else, they had me wait 4 hours for their contractor to not contact me (meanwhile my house had water pooling up and then I had no running water). After, I was able to get someone out to fix the pipe . AHS did not support me in the emergency, they treated a burst pipe and no running water like a walk in the park. Afterwards, this claim was also denied. AHS is great for people who like wasting money, wasting time, getting talked into a headache, and getting hung up on when they call in for support.
4 years ago
Reply from American Home Shield
Hi SD,
I hate to hear about your most recent experience and the customer service with American Home Shield. I would be glad to speak with you and get the issues resolved!
I hate to hear about your most recent experience and the customer service with American Home Shield. I would be glad to speak with you and get the issues resolved!
Nov. 27th, 2019
John Mason, OH
My wife and I purchased a condo this spring, and paid for a warranty from AHS. The hot water in our condo was BROWN when we moved in. There was so much sediment in the hot water that anyone would have been able to see that the water was going to fail before very long. AHS refused to listen to anything that my wife or I had to say on the matter. On the (Wednesday) morning before Thanksgiving, the water heater failed. There was no hot water, and there was water running across the utility room floor. The earliest that AHS could have someone look at the water heater was to be the following Monday. Then, the vendor would have to contact AHS to have a water heater sent to them for installation. That's a minimum of five days without hot water!
Since we had family on their way to our home to spend the Thanksgiving holiday with us, I contacted a plumber to install a new water heater.
merican Home Shiled is WORTHLESS, in my opinion. The only thing that having a warranty with AHS does is to slow done the process of getting necessary repairs done. AHS will refuse to make any repairs until an issue that is just an inconvenience grows to be a critical problem.
If you like waiting for your systems to fail completely before making repairs, then maybe AHS is the right choice. Personally, I don't like waiting until things completely fail. I don't care to be without hot water, electricity, etc.
4 years ago
Reply from American Home Shield
Hi John,
Your concerns regarding the possible delay are more than understood. Per your review, the water heater has been replaced by a company outside of AHS. I would be glad to speak with you if you are in need of any assistance.
Your concerns regarding the possible delay are more than understood. Per your review, the water heater has been replaced by a company outside of AHS. I would be glad to speak with you if you are in need of any assistance.
Nov. 29th, 2019
Rebecca Collierville, TN
Waited 2 weeks for an appliance repair company (Greenway Home Services) to come to my house to fix a non working dryer. It's been 72 hours since the repair company came and assessed what parts need to be fixed. I've still not heard from AHS and have called 3 days in a row to be told the same story. First, AHS needs to get reps that are in the U.S. Second, I asked to speak to a manager and was told they were busy. Third, I still don't have an answer on when my dryer will be fixed. We're approaching a holiday and will most likely have to wait another week to repair it. 3 week wait to fix an appliance is UNACCEPTABLE. This company is stealing your money, don't waste a penny on AHS!!!!
4 years ago
Reply from American Home Shield
Hi Rebecca,
I hate to hear about your most recent experience and the delay in service to have the dryer repaired. I would be glad to speak with you and get the issues resolved.
I hate to hear about your most recent experience and the delay in service to have the dryer repaired. I would be glad to speak with you and get the issues resolved.
Nov. 26th, 2019
JD Litchfield Park, AZ
Plastic “Programming” button broke on garage door opener. Could not re-program car openers or keypad.
AHS had a Service Tech on-site the next day.
AHS covered the repair after a little debate.
4 years ago
Reply from American Home Shield
Hi JD,
I am pleased to hear about the next day service that AHS provided. I hope you continue to enjoy the warranty and the technicians that complete each job.
I am pleased to hear about the next day service that AHS provided. I hope you continue to enjoy the warranty and the technicians that complete each job.
Nov. 26th, 2019
Bridgest Dishmon Arlington, TX
My service request was s responded to very quickly . Appointment time was great and the technican was prompt , professional and friendly. Problem solved .
4 years ago
Reply from American Home Shield
Hi Bridgest,
I hope you continue to enjoy American Home Shield and the customer service we provide!1
I hope you continue to enjoy American Home Shield and the customer service we provide!1
Nov. 26th, 2019
Eric Sun Valley, NV
Great rates for inclusive warranty. Customer service very attentive when you call. Some services assumed and cancelled without a phone call. No complaints as they follow through when the service is incomplete.
4 years ago
Reply from American Home Shield
Hi Eric,
Thank you for sharing your feedback with American Home Shield. We strive to provide you with a great customer service experience.
Thank you for sharing your feedback with American Home Shield. We strive to provide you with a great customer service experience.
Nov. 26th, 2019
Jeff Gallatin, TN
I haven’t had heat for 2 months now because the part was on back order. the technician came out today with the part and comes to tell me the other technician ordered the wrong part and that the part I need is still on back order and they don’t know when it will be in. Ahs refuses to let me speak with a manager, i am currently on hold and it’s been 21 min since I’ve spoken to anyone, now he just got on the phone and offered me $50 of my service amount refund if I basically hang up and just wait for whenever the techs decide to come back. I told him thankyou for the money and I’ll continue to wait for a supervisor. 10 min goes by and he apologizes for my extensive hold time and says he can offer me full $100 refund if I just hang up and wait, I told him thankyou for the money again but I’d still like to wait. He then says “ I’ve offered you money, what do you want to talk to a supervisor for still” I told him it was rude for him to ask and that it’s not his business. And please get the manager. It’s been 48 min so far and no manager
4 years ago
Reply from American Home Shield
Hi Jeff,
I hate to hear about your most recent experience and the delay in service to have your heat repaired. I would be glad to speak with you and get the issue resolved.
I hate to hear about your most recent experience and the delay in service to have your heat repaired. I would be glad to speak with you and get the issue resolved.
Nov. 26th, 2019
J Norcross, GA
AHS is not customer friendly at all. They'll take your money and then not provide service within a reasonable time frame. Several of the customer service representatives I spoke with left me on hold for extended periods of time just to try to get me to give up in defeat. They also misrepresented what was in my contract regarding availability until I called them out on it and asked them to point me to the page. (Hint: they lied.) It took 6 days to get a technician out to my house to look into my washer (which isn't working), and now I have to wait another 12 days for the repair to even be attempted. Save your money and cover your own repairs.
4 years ago
Reply from American Home Shield
Hi J,
I hate to hear about your most recent experience and the delay in service to have the washer repaired. I would be glad to speak with you and get the issues resolved.
I hate to hear about your most recent experience and the delay in service to have the washer repaired. I would be glad to speak with you and get the issues resolved.
Nov. 22nd, 2019
Tim C Hanford, CA
I'm so glad I switch to AHS. It's so easy and convenient to do everything online. The companies that I have worked to fix my problems have been very professional and polite.
4 years ago
Reply from American Home Shield
Hi Tim,
I am glad to hear about your experience and the convenience of the online portal. I hope you continue to enjoy American Home Shield!
I am glad to hear about your experience and the convenience of the online portal. I hope you continue to enjoy American Home Shield!
Nov. 21st, 2019
Koran Norment Cincinnati, OH
Great customer service! The re-key service i requested was timely and professional. They contacted me in the span AHS said they would. There were also no hidden fees.
4 years ago
Reply from American Home Shield
Hi Koran,
Thank you for sharing your American Home Shield experience with us! We strive to provide you with a great service experience and knowledgeable contractors to complete each repair.
Thank you for sharing your American Home Shield experience with us! We strive to provide you with a great service experience and knowledgeable contractors to complete each repair.
Nov. 21st, 2019
Anonymous Simi Valley, CA
I have a raised a request for my dishwasher repair and the person walked in and replaced the key panel and said it s all good and should be working. after couple of days i see the issue came up (where the dishwasher stops and lights keep blinking). after about 10 days he came in again with my new service request and says the door latch on both side height is not even and will convey this to AHS. (thats sounded wierd to me why didn't he identified this in his first visit). I reached out to AHS customer service and says this kind of issues are not covered by insurance and they denied my request.
i am not convinced with this. I really don't reccomed AHS
4 years ago
Reply from American Home Shield
Hi,
I hate to hear about your most recent AHS experience and the dishwasher malfunction. I would be glad to speak with you about the repairs.
I hate to hear about your most recent AHS experience and the dishwasher malfunction. I would be glad to speak with you about the repairs.
Nov. 21st, 2019
Sandra Syring Aurora, CO
This weekend was not good at all.
In order to solve a simple problem, you would think I was asking for the impossible.
Cozy Comfort came out a while ago to get our heater ready for the winter.
Well a couple of days later it got cold enough for the heater to turn on.
THAT DID NOT HAPPEN.
I tried contacting AHS, and the lady told me to call Cozy Comfort. Turns out she never made notes to the fact that I called at all.
Today I tried call AHS again, and this time this lady was to busy telling me how the system works that she was not hearing what I was telling her.
Finally she said she will call the Cozy Comfort about it.
When she came back, she said something and hung up on me.
Then I found an online chat with AHS and tried that.
Michael was understanding and called Cozy Comfort and ended up leaving a message.
Mine you I call Cozy Comfort for 3 days could only leave a message.
Finally the guy from the company called and came out to see what happened.
Like I was telling everyone, after the guy got done working on our furnace, he forgot to turn it on. Or reconnect the wires.
He felt really bad about what happened and I was okay with it.
I was just frustrated with everyone ignoring me.
4 years ago
Reply from American Home Shield
Hi Sandra,
I would like to thank you for your feedback about your most recent American Home Shield experience. I hate to hear about the lack of communication that was endured to have the company service you.
I would like to thank you for your feedback about your most recent American Home Shield experience. I hate to hear about the lack of communication that was endured to have the company service you.
Nov. 21st, 2019
Nat Sethi Safety Harbor, FL
Had very bad experience with AHS on an issue with my AC and ended up buying a new AC.
Have had the worst time trying to cancel the policy. Was waiting for 2+ hours with different departments, and finally with the retention department to cancel my policy. There is no easy way to do this, no link on the website etc.
A total scam company. I will take my chances with another company. I do not have 2+ hours to waste every time I call this scam company.
User Beware!!!. I would suggest save some funds for emergency services and handle them yourself, as AHS charges minimum $100 for a service visit to come and fix anything under warranty.
4 years ago
Reply from American Home Shield
Hi Nat,
Your concerns are understood regarding your most recent service experience. I would be glad to speak with you about the hold time endured as well as the repair that needs to be completed.
Your concerns are understood regarding your most recent service experience. I would be glad to speak with you about the hold time endured as well as the repair that needs to be completed.
Nov. 19th, 2019
Diana Stone Miamisburg, OH
Total scam- paid the $100 service fee twice for them to send out the same company who didn’t fix it correctly the first time. 2 1/2 months later I call CS, only for them to say let me look into this and get back with you. Never heard back, called again after 21 minutes was hung up on. Called back on Hold again 26 min so far because they can’t find a manager who’s not already on the phone handling other issues. They said if I pay another $100 they will send out the same company to fix my garage door. Reliable garage door has yet to replace a part and are at my house for less than 20 minutes said it was fixed , well 2 1/2 months whatever they fixed it stopped working. So here I am no working garage door now 45 minutes on hold to find a manager and stuck with the same problem that started originally in May. Btw- if they fix it and didn’t do it correctly you will be responsible to pay $100 again if over 60 days. Why can’t they replace part with a new one? I asked for a copy of what reliable garage door fixed and AHS said “Sorry Mam” we cannot share that info with you! 47 min and counting .... still no available manager. Oh and no record of my call from earlier today where the CS guy hung up on me? Interesting. 49 min still no manager. Scam alert!
4 years ago
Reply from American Home Shield
Hi Diana,
I hate to hear about your most recent experience and the repair that was not completed by the contractor. I would be glad to speak with you and reach a resolution for the repair and service fee charges.
I hate to hear about your most recent experience and the repair that was not completed by the contractor. I would be glad to speak with you and reach a resolution for the repair and service fee charges.
Nov. 19th, 2019
M Waco, TX
I called for a plumbing repair the first week of October. Was told that I has to pay my $125 fee up front. Was then informed that I would have to find my own plumber and wouldn't be charged the fee up front. Karla sent me an email with PDFs I couldn't open. I found a plumber who could be at my house in 30 minutes. I left work and made the 30 minute drive home, emailing Karla and asking her to re-send the documents and to call me. She sent the docs but didn't call me. The plumber arrived about the same time I did and snaked my drain. He was done within a few minutes. I emailed the receipt and received a confirmation. Then nothing for about 2 weeks. I called to check on my reimbursement and was told to wait a couple more weeks. Nothing happened, I called back and was told I should have my money in a week or so, and that Angelo would call me back. No call and no check, so I called today and was told I wasn't getting reimbursed for the service fee or for the money I paid the plumber since I didn't call to have the simple job (only $25 above my service fee) authorized first. WHAT? You charged me the $125 anyway when you said you weren't going to? And now I'm not getting it back? And you haven't done one thing for me? I have made so many phone calls on this and gotten nowhere. I finally got someone in the Philippines to agree to send my $125 back but apparently this would not have happened had I not been so persistent. We will see if I actually receive the check in 7-10 days.
4 years ago
Reply from American Home Shield
Hi M,
I hate to hear about your most recent experienced to have the repair completed. I would be glad to speak with you to reach a resolution about the service fee.
I hate to hear about your most recent experienced to have the repair completed. I would be glad to speak with you to reach a resolution about the service fee.
Nov. 19th, 2019
Natalia Katy, TX
We have AHS warranty on the house we bought in August 2019. Our furnace broke, technician came out and determined that zone board was at fault. AHS authorization department said that this part is not covered per some section 8.2 in our contact. In the contract I signed there is no sections 1, 2, 3,... there are sections A, B, C... And in the section F.1 it says 1. HEATING
COVERED ITEMS: All components and parts of the following heating systems: Forced air (gas, electric, oil) – Geothermal –Wall mounted heaters –
Floor furnaces – Package units – Heat pumps – Mini-splits – Hot water or steam circulating heat – Electric baseboard. When repairing or replacing a
Covered Item, if such repair or replacement requires component or part upgrades to maintain compatibility and/or compliance with SEER(Seasonal
Energy Efficiency Ratio), HSPF (Heating Seasonal Performance Factor), or refrigerant standards, AHS will cover such upgrades and will also cover
necessary associated upgrades to duct connections, plenums and indoor electrical lines up to and including the disconnect.NOT COVERED:
Outside or underground piping, well pump, and well pump components for geothermal and/or water source heat pump – Fuel storage tanks
– Portable units – Humidifiers – Dehumidifiers – Radiant cable heat – Fireplace, grain, pellet, coal, or wood heating units (ev en if only
source of heating).
They made us pay $500 for this part with is a part of our heating system.
They are dishonest. Do not use them.
4 years ago
Reply from American Home Shield
Hi Natalia,
Your concerns are understood about the non covered cost associated to complete the repair. I would be glad to speak with you to discuss the contract and coverage.
Your concerns are understood about the non covered cost associated to complete the repair. I would be glad to speak with you to discuss the contract and coverage.
Nov. 19th, 2019
Stanley E Shay Melbourne, FL
I requested help with a well pump. The guy called me and requested a picture of the pump. I sent one to him and have not heard from him since. $125 has been taken out of my bank for this project.
4 years ago
Reply from American Home Shield
Stanley,
I apologize that your experience with AHS was not satisfactory. I would like to assist you in an effort to get this issue resolved. I have sent an email to you hoping to engage more toward a resolution for your issue. Please respond to that email for further assistance. I look forward to hearing from you.
I apologize that your experience with AHS was not satisfactory. I would like to assist you in an effort to get this issue resolved. I have sent an email to you hoping to engage more toward a resolution for your issue. Please respond to that email for further assistance. I look forward to hearing from you.
Nov. 13th, 2019
T Christensen Wofford Heights, CA
Quick response when you have a problem. Be sure to use their online dashboard for reporting problems. They dispatch quality professionals. Usually fixed on the first visit.
4 years ago
Reply from American Home Shield
Hi T Christensen,
Thank you for sharing your American Home Shield experience with us! We strive to provide you with a great service experience and knowledgeable contractors to complete each repair.
Thank you for sharing your American Home Shield experience with us! We strive to provide you with a great service experience and knowledgeable contractors to complete each repair.
Nov. 13th, 2019
Gerald Henig Castro Valley, CA
The technician who serviced my furnace was courteous, professional, and knowledgeable. Any questions I asked were answered with a high level of expertise.
4 years ago
Reply from American Home Shield
Gerald,
Our goal is to pair you with the best contractor that will provide a quick and final resolution. Thank you for sharing your recent experience with us regarding your service request. We are happy that we were able to get the issue resolved for you. We look forward to our continued business together. Have a good day.
Our goal is to pair you with the best contractor that will provide a quick and final resolution. Thank you for sharing your recent experience with us regarding your service request. We are happy that we were able to get the issue resolved for you. We look forward to our continued business together. Have a good day.
Nov. 13th, 2019
Kurt Colorado Springs, CO
AHS removes the guesswork out of finding a reputable and responsive repair contractor and has earned their place as our family partner. Great Work AHS!
4 years ago
Reply from American Home Shield
Hi Kurt,
Thank you for sharing your American Home Shield feedback with us! We strive to provide you with a great service experience and knowledgeable contractors to complete each repair.
Thank you for sharing your American Home Shield feedback with us! We strive to provide you with a great service experience and knowledgeable contractors to complete each repair.
Nov. 13th, 2019
Michael Sigman New Braunfels, TX
American Home Shield has been excellent in facilitating our repairs. Great subcontractors and just a pleasure to do business with. Excellent Service!
4 years ago
Reply from American Home Shield
Good morning Michael,
We are pleased to hear about your experience and the excellent serviced that you received!
We are pleased to hear about your experience and the excellent serviced that you received!
Nov. 13th, 2019
Steve Kern Southlake, TX
In a word , this is a terrible company.
They send a contractor out to inspect my AC. The contractor provides me a courtesy copy of his estimate that he is sending to AHS. I then call AHS to say I'm going to us my own contractor, but send me a check based on the contractor AHS sent out, AHS then reduces the amount of their contractor's estimate, which was already much lower then my contractors estimate. I asked AHS for a breakdown of how they determined the revised cost - the rep said they would not provide. I asked why they reduced the estimate - the rep would not provide any explanation.
My AC was inspected 9/30. It's now 11/8 and I still don't have my check. They never call, never pro-actively reach out. It's always the customer chasing them for a resolution.
I actually work for Fortune 100 insurance carrier. I know what customer service is all about. What AHS provides boarders on fraud. They only settle claims based on their network contractor, who's pricing is far, far below market value. You can forget about using any other contractor and staying whole. They even arbitrarily cut their own contractors estimate amount, if you don't use their contractor.
I'll file a complaint with the Texas Real Estate Commission, who has oversight of these home warranty companies in Texas. I'll also cancel my policy.
4 years ago
Reply from American Home Shield
Good afternoon Steve,
Your concerns about the AC repair are understood due to the non covered cost and delay. I would be glad to speak with you and get the issues resolved.
Your concerns about the AC repair are understood due to the non covered cost and delay. I would be glad to speak with you and get the issues resolved.
Nov. 13th, 2019
Jan R Miller Castaic, CA
Been trying to get our refrigerator fixed since June. AHS sends the worst rated company (Active Appliance-read their reviews) on all four occasions and they still cannot fix the problem. I call again because its still broke and I say do not send Active Appliance...that's what they do. I call again and they assign a company that does not handle Kitchen Aid. I call again....it's ongoing. It's like talking to robots with no personality. But I notice the money comes out every month. Looking into other Home Warranty companies. I am a police officer and a retired Marine. I am going on all the sites I can to take business from this company by informing people how bad the customer service is.
4 years ago
Reply from American Home Shield
Hi Jan,
I hate to hear about your most recent experience and the repairs that have not been completed on the refrigerator. I would be glad to speak with you and reach a resolution.
I hate to hear about your most recent experience and the repairs that have not been completed on the refrigerator. I would be glad to speak with you and reach a resolution.
Nov. 13th, 2019
Valerie Wilson Hempstead, TX
If I could put a zero I would. We have been dealing with a septic problem for over 3 weeks now since reporting to AHS. First contractor no showed. They wouldn't assign another one until they too could not reach them. Second contractor came out, did not do the free pump, diagnosed as a broken pump, and never submitted quote (All Pro Septic). We have been on phone with AHS for 12-15 calls equaling hundreds of hours, and they continuously read from same script. The rep says they need to call All Pro and get Dx and cost prior to the next step - we are in this loop for 2 weeks now - contractor is not submitting and AHS rep will not let us talk to manager or Options Specialist. Our own septic people will charge way less than what their contractor quoted at $1200. We want AHS to give us the Cash Out option that one rep explained to us, but they wont transfer you to that department unless its closed. I repeatedly asked to talk to a manager after being told on at least 4 seperate calls spanning one week to call back in a few hours to allow contractor a chance to submit, and they would not transfer, rather put me on a dead hold with no music. AHS has terrible customer service. They want your money but sure do not want to help an issues THAT IS COVERED BY MY PLAN. They also need to have more reputable contractors. If the contractor will not submit, AHS has to have a next step. I truly feel as though they are waiting for our plan to expire. I have never dealt with this bad of service in my life, especially when it is dealing with a major issue in our home to we pay to covered for.
Wouldnt be surprised if some of the good reviews are using the fake call center names and people's policies to show them as legit. Do your research before giving them hundreds - definitely has not been worth our time.
4 years ago
Reply from American Home Shield
Hi Valerie, I hate to hear about your most recent experience to have the septic system repaired and the delay in service. I would be glad to speak with you about the CIL option.
Nov. 9th, 2019
Jake Denton, TX
Omg where do I start. Was a loyal AHS member for 15 years but thus last go around was too much and I jumped ship to Amazons new service.
It all started when the water heater took a dump. That is where the scheming between AHS and their plumber started. I learned troubling things about how AHS works with the plumber to do everything possible to either avoid approving the claim, or creating other fees like "bringing the unit up to code" even though the unit was up to code.
When you call you will be on hold forever and when you finally get someone, they are overseas, and dont always have a mastery of the english language. They are great with the canned responses like "I'm sorry for the trouble this issue has caused you" etc. I know because the 7 times I called this last issue every rep said the same line lol.
The bottom line is When you have a claim, AHS is not there to help you, their sole focus is figuring out a way to not pay the claim. Trust me, a 15 year customer, use ANY other home warranty company. I think they are the worst company that I have ever dealt with...and I have dealt with alot of companies. Great commercials though, but really the grim reaper in the commercial is AHS.
4 years ago
Reply from American Home Shield
Hi Jake,
Your patronage for the past 15 years is more than appreciated. I understand your concerns about your AHS experience to have the water heater repaired. I would be glad to speak with you about the water heater service request.
Your patronage for the past 15 years is more than appreciated. I understand your concerns about your AHS experience to have the water heater repaired. I would be glad to speak with you about the water heater service request.
Nov. 8th, 2019
Thomas Ceaser Jacksonville, FL
American Home Shield is one of the BIGGEST RIP OFF in modern day Home Warranty Services!!!!!
I cancel service with AHS in the month of September 2019.
American Home Shield provided inadequate service through one of their contracting companies (Ace Garage Door Opener Repair) and I was charged for it.
I put in a trouble call on September 21, 2019 for my garage door opener. I received notification that ACE's Garage Door Repair would be at my house on September 23, 2019 between the hours of 5-9 PM. Around 8:15 PM I called ACE garage door repair to confirm that the technician will still be arriving. I was told yes. The technician did arrive but not until 10;15 PM.
After he did arrive I stood outside and watch him work. He tried a couple of trouble shooting methods and none seem to work.
He then removed the circuit board from the garage door opener and took it behind his truck. I actually saw him remove a board from a used/old garage door opener and put it into my opener. I then confronted him and told him I saw what he has done and he actually denied/lied right in my face and said he didn't do that. Well, the garage door opener still didn't work and I repeated to him again that I saw him take the circuit board from another opener and I ask why he wouldn't just replace the old one because what he was doing isn't working and I wasn't happy with the quality of work he was giving me. I then called American Home Shield back and told them everything that had transpired and I wasn't happy with the company and what they were trying to do. I actually called AHS about four times expressing my displeasure and they stated they would escalate my trouble call but still will be sending the same company but different technician. I stated I didn't want anything to do with ACE because of what had transpired with the technician and that the company was dishonest. To no avail AHS wouldn't change their minds so I called a couple of more garage door companies to get their recommendations and they all stated that the opener was un-repairable due to internal electrical problems and I needed to replace the garage door opener. I had a company replace my opener. I then called back to AHS and ask for my contract to be cancel. I can't believe a company as huge as AHS would hire a company such as ACE for the bad quality of work and dishonest they do. Very surprised that I didn't even get a chance to represent my complaints. I was also upset that I was charged $100 for the initial service call and my issue wasn't even corrected by the company. After a couple of days pondering on the situation I realized I had my home security system and I went back and looked at the tape and it shows the technician changing out an old part and putting it into my garage door opener. So, I was totally correct on telling him I saw what he did and I really feel as though I was given the worst kind of service. I just want AHS and ACE Garage Door to know I saw what you did!
I actually file a complaint through Better Business Bureau and they refuse to take responsibility for their services.
4 years ago
Reply from American Home Shield
Hi Thomas,
I hate to hear that you have experienced some trouble with American Home Shield and the coverage we provide. I would be glad to speak with you and reach a resolution.
I hate to hear that you have experienced some trouble with American Home Shield and the coverage we provide. I would be glad to speak with you and reach a resolution.
Nov. 4th, 2019
