American Home Shield

I'd give 0 stars if I could. I've been trying to not only get a knowledgable human being on the phone for almost the entire year we've had the plan, but trying to resolve the issue that we've already paid for. Hold times are insanely long, they continue to transfer you from department to department resulting int the answer "someone will have to call you back" and no one does. Furthermore, I've explain how many times i've had to call and they claim they have no record of my calls ever taking place. We had a gas leak and in an emergency had to remove an appliance. We paid the deductible to have a service tech come out and they denied any coverage. Our washing machine went after 1 month of purchasing our home, again the deductible was paid and we opted for the cash out option and ONE person out of the dozen or more people we talked to was able to assure us we'd receive the check in the mail, and now no one knows what i'm talking about and they are refusing to give the cash out option. This company is a total joke.

AHS and its contractors have been very professional and knowledgable so that each issue we have encountered since we moved in has been quickly and efficiently resolved.

I wish I could select zero stars. AHS really dropped the ball on my A/C repair. They contract with deceitful providers like Comfort Connection in Bear, Delaware. In your dealings with AHS contractors, save all paperwork, as companies like Comfort Connection write two different sets of work orders. They close tickets without fixing the issue, and then behave belligerently when their fraud is exposed. AHS double dips on billing when it comes to sending contractors back to your home on the same unresolved issue. I am canceling my service after 10 years of paying for a plan I barely used. We are researching other home warranty companies now.

I call this company a LEGAL SCAM. I even fail to understand how they are allowed to remain in business. My A/C has not been working for more than a month now. This unit is 16 years old. The compressor is blown and the coils are leaking. I have put Freon in this unit a couple of times (Everyone must know that they don't pay for freon). Its an out of pocket expenses (approx $700 every time). Their contractor came in and told me that the compressor is blown and they will have to order a new part. I explained to them that the coil is also leaking and he needs to check it. The contractor refused. This was last month in June 2019. Their website shows that the part was ordered on 7/2/19. Today, 7/20/19 they informed me that the part was ordered on 7/17 and it will take another 7-10 business days to arrive. I requested to speak to a supervisor and had to wait for more than 45 mins on the call and still the Supervisor did not show up on the call. Save your money and stay away from this company. Save your monthly fee. For all the small repairs in the house, I don’t call them anymore. I directly call a contractor and get things done for a lesser amount minus the aggravation. Update: 7/23/19. I have still not received a call from AHS about my request to speak to someone from the Management Update: 7/30/2019: I have still not received a call from a supervisor or manager of AHS. No word from the contractor. We have been a paying our dues for 6+years and this this how they treat you. Update: 8/5/2019: The contractor came to our house and tried to fix the machine. They could not do it and condemned the machine and the coil (Not repairable). Now AHS has to replace the unit. Its now been 1+ month that we are in this heat. We have paid AHS for 6 years and when the time comes for them to provide us the service, all we get in no service, no response, delay, non conforming parts etc. Update: 8/6/2019 2.28PM. Spoke to AHS customer service (apparently this has been outsourced outside US and they cannot even communicate properly) who told me that there is no notes from the contractor to replace the System. I then spoke to the contractor who said that is not true because the notes were updated yesterday. My phone was disconnected twice by AHS. Still waiting for someone to contact me from AHS.

If I could give 0 stars I would. I called AHS on July 13 to report my AC hadn’t been working for a week. They sent a HVAC service repair company who came on the July 16 and reported that the compressor in the AC outsider condenser unit was broken. It is a Lennox 4-ton condenser which lasted 33 years and is too old to repair, so must be replaced. I was informed that AHS would get back to me within 48hrs. They didn’t, so I called after 36hrs and waited on hold again to be told it was under review and to give them another 24 hrs. Finally after 4 days I received a call from AHS saying that they would replace it, but only if I agreed to pay &2,725 towards exclusions upfront. When I asked what exclusions, an AHS rep called to leave a voice message rattling off a list of exclusions with costs to me including; permit $300, title-24 @$750, locking caps $200, line set insulation & UV protection $150, disconnect $225, mastic duct insulation (vent sealing) $300, pad $350, electrical (breaker, conduit) $250, line set $200, with all totaling. $2,725 . Since I had difficulty understanding her message I called the HVAC company who reiterated the exclusions costs to me and told me AHS wad going to order a Payne condenser unit which is one of the cheapest and most unreliable manufacturers according to industry reviews. I called the service company questioning the exclusions and spoke with the manager Sasha of the HVAC company, who insisted those costs were excluded from my policy. He said he would send me a list of the exclusions/ costs breakdown. So once again I called AHS and after waiting on hold for over 60 minutes, i spoke with Taneka who was rude and argumentative, to challenged those exclusions which are not listed as exclusions on my policy. First she said they were, and then when I directed her to my policy she blamed the HVAC company saying that’s what they sent AHS. I asked if that company had read my policy, and I insisted they’re not excluded so she paused to look and said she’d call me back. I also requested info about a cash-out amount and after more calls and much time on hold, was told they’d pay a total of $600 to me to have it independently replaced. I called again to speak with a supervisor and after being on hold for well over an hour, was told that a supervisor was still not available so I was transferred to the expedite department. I spoke with Ariel for an hour while I explained my issues and we read my policy together. She spent an hour with me , and suggested a 2nd opinion, but told me not to say anything about the other service info. We agreed I should let them see my policy. I received another call the next morning by Taneka who seemed angry I had gone over her department to the expedite department, and informed me I’d have to pay another $100 service fee, Another 2nd HVAC company came out and agreed that my unit needed to be replaced and indicated I would need to pay for a pad and disconnect fee; however, he called the next day to say AHS was staying with the first company, I called several times to contest having that company do the job since they listed bogus exclusion costs and I believe their gouging me to save AHS money in order to get more referrals from AHS or line their own pockets. I was finally told by Roe at AHS they’d allow the second company to do the job, . The I got another call from Justus who reversed that decision and reiterated the $600 cashout amount insisting they could buy a 4-ton unit, remove my old one and cover the installation of the new one for $600. Again I requested a supervisor and after waiting on hold was told there was none so I’d have to write to the corporate office in TN.

It has been two weeks since my claim. I understand AHS needs a second opinion. In 2002, the seller of my home paid for my warranty service. Since July 2003 I have personally paid for it. For 16 years! What's the problem?

We have been AHS clients for over 10 years now and it is incredible to see how a company of this size has simply forgotten that its most important asset is its clients and not its shareholders or its bottom line; without clients and there is no business. On July the 10th we called AHS to get our A/C fixed, a technician came to our house and fixed it on July the 12th, then again on July the 15th the same machine broke again so the technician came bak to our house at which time we were informed that a part needed to be ordered and that he could not fix the A/C right away. A week went by and on Tuesday, July 23rd we called AHS to see about the status of our repair, at that time we were informed that our claim was on hold because we had to approve some extra charges for the Freon and that without our approval, AHS was not allowed to even place the order for the missing part ... this is one week after the technician actually visited our home, by the way, we live in Miami and the current temperature is above 95 degrees, so one week without A/C is not a small thing. So, on the 23rd we approved the estimated $550 extra charges for the Freon (a gas that needed to be added at the time of installation) so that they can go ahead and order the part. Another week went by and after another follow up call on the 30th, we learned that the part had not been order yet and that it would take between 5 to 7 weeks to get it. I searched online for the part as I was talking to the customer service person, and in less than 5 seconds I was able to locate it from a distributor who could have it in Miami between 1 to 2 weeks; when I asked the person about this she informed me that AHS can only purchase parts directly from the manufacturer, not a distributor, even if that takes 5 to 7 weeks as opposed to 1 to 2 weeks, because it was cheaper ... in other words, it is completely irrelevant that we the clients have been without A/C for over two weeks now because of their incompetence and their supplier's, but we now have to wait another 5 to 7 weeks to get the part just because AHS wants to save some bucks? The incompetence of the personnel working on the procurement side, summed with the fact that the customer support personnel barely speaks english and are simply reading from a script (I'm Hispanic and my English may not be at 100% so I can truly understand and accept some "English with an accent" but this was simply ridiculous and inefficient) and on top of this, the complete and utter disregard and lack of empathy for the client's needs is simply preposterous, we are not talking about a toaster or a washing machine that broke, not even the fridge, we are talking about the A/C in Miami, Florida; there should be some "rules of engagement" or special policy for critical appliances like an A/C in Miami or maybe a heater in Colorado during the winter. What happened to AHS' marketing promise "If we can't repair it we'll replace it"? I guess that they forgot to add that the will replace it whenever they feel comfortable with and only if the price is within their reach or is in line with their bottom line ... I don't think that this policy makes anyone "be sure with the shield". We are glad to inform that after another follow up call earlier today, we finally got a clear ETA for the A/C coil that we need, which will be arriving on or before September 30th, only 12 weeks since our A/C broke down for the second time ... AHS expects us to be without A/C for 12 weeks in order to save some $300 bucks which I would have paid happily to pay if they would have given me the option. #AmericanHomeShield, #AHS_Warranty

I have been a customer of American Home Shield since December 2018. So far I have used their services 3 times, and each time have been very satisfied with the results.

they have taken my money for 3 years and when I called for a repair on my refrigerator they charged me the $75 service fee.. they sent out two different companies one of their technicians removed a plug that is necessary for diagnosis now they will not take responsibility for fixing my fridge I'm going on 3 weeks with no refrigerator and American Home Shield will not stand behind the technicians that they sent to my home!! The refrigerator is brand new to the home when I purchased 3 years ago it has never been repaired so American Home Shield is the only person that has ever touched this refrigerator!!!

I am currently on hold to speak to a supervisor about the bait & switch that AHS has running conjunction with AC repair vendors. This will be the 3rd compressor on this unit that is going to be changed and each time a COMPLETELY different company is sent out, therefore, no accountability if there was shoddy workmanship in installation. So here's the rundown...each time a company has come out the compressor is under warranty and therefore comes at no cost to them from a parts perspective. They will bill AHS for the labor & then gig the customer for the freon that they "have to replace" because it may be contaminated (which is also a load of BS). So now this $75 charge just became $400+ to the customer. But here's the rub, each time a different company comes out, they're quick to point out the "poor workmanship" that their predecessor performed but no one has taken the time to troubleshoot WHY the compressors keep burning out! AHS will wash their hands of it as they feel that they have fulfilled their obligation to the customer and now it comes to between you and the company they dispatched...GOOD LUCK WITH THOSE CROOKS! Take the time to inspect what you expect folks and don't be a victim in this scam!

I don’t even know where to begin on this, still on hold at the moment it has been 1 hour and 51 minutes. My issues with my central AC started awhile back, but I can at least state that in 2017 I called because I continued to have my AC leak after 2 contractors were sent out, I have had mold and a damaged platform due to the issues from an air handler leaking that has never been correctly fixed and out of pocket expenses due the to fact It was declined as secondary damage, yet the problem still has not been fixed and again water was leaking from underneath the pedestal so I called, paid again my $100.00 for a technician yet again to come out on July 14th, the contractor was sent out 7/16, and after hearing that I would have to pay $350 I called AHS July 26th to be told they never received paperwork. Extremely frustrated, I begged for help and was sent to an “expedited” service, which at the time I felt FINALLY this will be fixed....surprisingly so I received a call the following morning and a contractor was coming on a Saturday even! On July 27, another contractor came out and after not hearing back from them by July 30th, I called the contractor on hold 18 minutes spoke to no one, emailed and no response on July 31st called AHS to ask what to do and spoke with Warren who stated paperwork should have been filed by the contractor within 48 hours. He called and got the after hour answering service and left a message and also stated that he would email. He said to expect a call back from AHS, that it would be sent to an “expedited” department again....after not hearing from anyone the following day at 3:30pm I had not been contacted, so I called the contractor and was on hold for 30 minutes just to be told they had the part and would call to schedule an appointment later, yet they did not. again, I called AHS, spoke with a supervisor, and explained everything again like I have had to do over and over and was told that they were waiting on the contractor and would call me within 2 hours after emailing and contacting the authorization department. Of course, they did not. At 9:30 pm (5 hours later) I am being told by a customer service Rep by the name of Rose at a call center in another country, while emailing her Supervisor Melinda that there is nothing that they can do at the moment and will call me back. I have politely stated multiple times that I will be patient and wait for the supervisor to speak to, they have had me on hold now for 2 hours and 8 minutes. seriously, I have waited. More so now just to see exactly how long will they keep a customer on hold .... “Expedite- verb- make (an action or process) happen sooner or be accomplished more quickly“. I do not think that they truly understand the definition, or I still would not be waiting. And these poor customer service reps at these call centers are clearly reading from a script and have no idea how to handle such situations, she herself is baffled I’m still here, she keeps coming back and repeating the same thing. I ask, is this customer service? A plan I have had for 5 years? Shame on me for staying, but surely another warranty company will not take on pre-existing damages or issues. So I wait.

Horrendous customer service. Have been trying to get my AC fixed since 7/28 and have made zero progress towards getting repairs done despite countless hours on the phone. This is a big deal living in Phoenix with 108 degree temperatures and a newborn and toddler in my house! We were required to get second opinion and this company (Iceman in Phoenix) is not sending enough information to AHS. AHS said they can't decide next steps until they get this info. After searching online reviews of this company I've seen a TON of complaints of AHS using Iceman as a contractor with horrendous results. This is unethical and preposterous!! I need action from AHS and all they do is repeat themselves with unhelpful information and no action. One customer service rep even hung up on us. Unacceptable all around!!

Read this please don't let them screw you. I had them for over a year. You better hope nothing happens in the weekend because they will assign you companie who don't work on the weekends u will have to way until monday. And don't bother calling them and asking for a different company they will tell you is not posible. You have to wait until that company gets there. they did this to me 3 times in the state of ohio. It gets cold here so think about it your heater is not working and is 6 degrees outside. Also they charge 75 for a service call. The company coming over only charge 35 i ask them for a service call do i hear a RIP off.

American Home Shield has been a bit of a nightmare to work with. They don't seem to care about emergencies and state that as long as work is completed within 48 hours, that's acceptable. They work with sub-par contractors and refuse to replace items that CLEARLY need to be replaced because they want to save their money. I'm really not sure what we are paying for. I would not recommend this company to anyone. If you pay for your own service, you'll be better off.

Similar AC situation to everyone else. AC croaked on July 22 and I contacted AHS. Three days later the repair service diagnosed a leaking coil and ordered the part. I was told that the part arrived on July 29 and when they arrival was confirmed my repair would be scheduled. July 31 I contacted the repair service and they had someone confirm that the part had indeed arrived and THEN looked at the schedule. I am scheduled for the part to be installed on the August 6. Due to the refrigerant policy this repair will cost nearly $500. $75 copay and the cost of refrigerant less $10 per pound. The repair service is charging at least $10 per pound more than 3 other local companies that I have experience with. For the annual cost of the home warranty I could have had my AC repaired and operational within 7 calendar days or less by using a local contractor. My house was 94 degrees on July 22 and has not been less than 85 degrees since that time. I'll end the rant at this time.

Called them to fix the thermostat on a home A/C. It one of two outside ground units. It appears that the thermostat has had it. It is over 110 degrees here. I did it on line and checked with a customer service rep 8 hours after I did it. She was very nice and said no one had picked it up. Like it was a board the providers went to to find a job. They did not assign it. Called 24 hours after the first request and got a guy in training, who told me it had not been 24 hours since my call at around 5 the previous day. Finally convinced him that I did the request much early in the morning, I had proof where they charged my card. He said I could find my own provider and see if they would accept AHS. WHAT? That's what I pay them for. Called 5 hours later after finding someone who was one of their providers but they want AHS to contact them. Called again and got their call center in the Philippines. She said I had to wait until tomorrow AM. That side of the house which the broken A/C services is hot. It's where the kitchen is. I have spent about 40 minutes a call and have gotten nowhere. I will look for a new home warranty company. This just short of totally ridiculous!

We have had american home shield for years. Our first issue was an air conditioner. They sent a repair man 3 different times. After getting a copy of his invoice each time. Saying the unit needed to be replaced AHS informed us that the technician was new and didnt know what he was talking about. They sent 2 other techs when it still wasnt cooling due to a hole in the outside unit that wouldn't hold freon. So after 3 months of no AC and no fix we ended up having to pay to have it replaced and contacting the BBB to get our money back. Fast forward a few years. Contacted them because the main knob in master shower was broken and a few other plumbing issues. Toilet flange etc. Paid the fee the plumber came out fixed all other issues other than the knob which he said he didnt have on his truck. And would return in a week. He did not return called the plumber and was told the ticket was closed out to call AHS and get a "recall" did that the plumbers came out and says "yep its broken" "we will have to see if its covered under AHS" so contacted AHS they assured me it was covered. No plumber in site. Called plumber back and they said claim was rejected because it was "not wear and tear" it's a broken faucet knob. That the plumber stated just use pliers to turn off and on till we get it. Really that's what we are paying for? Crappy customer service and crappy contractors

This company is unbelievable... just read the reviews below. I guess I'll keep this short since it goes with the other reviews. Been paying 2-3 years and just made a service request. Waited 24 hours for call back to tell me it will be a week before they can come. My frig isn't working, that's crazy. Other appliances i could deal with. I call them to see if they can get someone else. She can barely speak English but we finally get somewhere and gives me a # that she called and they can come out. Called and they said they'd call me back, they have 24 hours to respond. Call ahs back 4 times to get someone I can somewhat understand. Yep I have to wait another 24 hours for a call back and hope they have something available. Tried talking to a supervisor twice but of course they don't have any. So obviously canceling this scam company and have to pay someone else. Instead of getting another home "steal your money" warranty, just save that money. I could buy a really nice frig if I had. :(

We have had issues with our AC for 3 months and after AHS sending out numerous companies and dealing with a bunch of techs it’s still broke to this day. If I could give them no stars I would. They don’t back the companies they send to do repairs and do t look and do research on so companies they send cause some are garbage like we have been dealing with. I’ve been trying to deal with them and be nice about it but when sitting in a house with broke AC in alabama in the hot months it really sucks. I’m looking into another company cause AHS doesn’t do their part and the customer like me gets screwed over. 3 months of payment at $54 ($162) and 2 service fees at $75 ($150) and keep on adding Freon so far at $270. With that I’ve paid $582 and still no AC I don’t recommend American Home Shield get someone else.

Very disappointed with my American Home Shield home warranty. We had an issue with our A/C that required repairs. AHS is covering a small portion of the costs, with low quality equipment (rather than doing a like-for-like replacement). Even worse, because AHS is only covering the cheaper part, it is requiring more labor for the contractor to make that non-matching part work with my system...costing me more money, and resulting in a less efficient system only having half the warranty as is standard with a standard like-for-like replacement. To make matters worse, AHS will not let me switch contractors (to one that isn't charging me extremely high prices for the non-covered scope of work) or provide a lump sum payment for the amount that AHS would have paid for the covered scope of work so that I can choose the contractor of my liking that will install the like-for-like replacement for my system. I have spent hours on the phone with AHS will no success. Couldn't be unhappier with my experience.

I have been dealing with this problem for over a YEAR! I called AHS for a repair on my air condition unit. The company they sent has yet to fix my unit. The company came out to my property many time which I had to take off work. My unit is still not fixed! It is over 100 degrees in my home in the summer time a ONE window unit that was offred will not cool ALL the members in my home. All I ask is the my unit get fixed and for AHS to stop giving me the run arround. They take there money out of my account EVERY month like clock work. ALL I ask that the unit get fixed and for AHS to stop asking for more money to fix the same problem that never was fixed the FIRST TIME.

We put in a service request for them to fix our kitchen light. After a week, no one contacted us or came to perform the service. After calling back, again we were promised someone would call back to confirm our service date.. Nobody called back. Then our refrigerator broke. We called AHS and they sent someone to fix it the following day.. but alas, the next day the fridge was still broken. We called back to request someone to come out again. After an hour on hold they said they could send someone, but it'd be a month out! We tried to negotiate and see if there was any earlier they could send someone. The call service is an endless rabbit hole of a CSR redirecting your call to someone else, being on hold for hours, being promised calls back but not getting them. 7 TIMES someone promised to call me back, and 7/7 times they didn't call. I finally spoke with a woman who was able to get a new fridge repair scheduled for only a week out. Okay, we can work with that. Today was the day it was scheduled for. And today nobody came out to fix our fridge :( When my wife called the actual local service provider, they said they had NO KNOWLEDGE of any request from American Home Shield. After waiting 2 weeks for the repair, we were outraged! NO FOLLOW THROUGH. NO PROMISES KEPT. DIFFICULT TO WORK WITH. 10+ HOURS SPENT ON HOLD TO NO AVAIL. APPLIANCES ARE STILL BROKEN. So now, we have paid AHS $610.00 for a year of coverage + $75.00 for the lighting request + $75.00 charge for the refrigerator request. THAT'S $760.00 DOWN THE DRAIN WITH NO REPAIRS completed. My wife and I feel 100% cheated and scammed out of our money and time, and feel frankly humiliated that they are going to get away with it, with no repercussions.. This is my only sad and bitter solace, to know I might be able to strike a small blow with this unhappy review. Good riddance American Home Shield.

I had a complete home warranty with AHS. My AC went out and I called AHS. It took them two and a half days to come out. They had a complete scam artist of a guy come out. He changed the run compassitor, and the system came back on. That SHOULD have been it. Turn the AC down and boom, its all over. But no, he went up in the attic and started messing around with the unit. His "tools" told him there was a leak in the evaporator coil (have to take his word for it, I'm at his mercy) and that it definitely needed to be replaced. And that the unit was also was very "low" on freon. I took his word for it. He said they needed to send it in to the AHS and "see what they cover". The next day AHS called me after seeing his report and they said I'd have to pay $2100 (plus the $75 service fee) before they could replace the coil. They also said if I wanted to add freon they cover the first $10 of every pound. A pound is $30 and we have a 4 ton system. This guy they sent out wanted to change the coil, pump a $1000 of freon into the system, build some kind of crap in my AC unit to "get it up to code" etc etc. But he told me after I asked if I could turn the unit on(when he changed the compassitor and got the system back on) ..."Yeah, maybe at your own risk. It might freeze up and break the entire HVAC system.." kind of talk (like it was going to blow up or something). Needless to say, I left it at 78-80 degrees. Next, We called AHS to get a second opinion. They sent a another AC company out and we told him what we thought was going on (based on the first AC guys report). The second guy says," yeah, definitely needs $1000 of R22 freon... and there's a leak in the coil" etc etc. I got really aggravated and then called an HONEST AC guy locally (no affiliation to AHS) and he came out to see our system. I didn't say a word. I just told him that the home warranty company wasn't covering what I needed to fix, and that the first guy got the system running again by changing the run compassitor. He hooked up his equipment, and brought me out to look at it. He said, your freon is good (it's not empty...or leaking).. your evaporator coil is fine. All you need to do is LOWER THE THERMOSTAT and that the system is good to go. NOTHING was wrong. We turned the AC down, and just like that the system worked fine despite what the two scam artists AC companies (AHS sent out ) told us ... without adding freon...without replacing an evaporator coil, and whatever else the people wanting to scam us out of...THOUSANDS of dollars. Bottom line, the AHS home warranty policy DOES NOT cover what you think it does. They acted like, "yeah, we'll change your whole entire HVAC system if we need to, no charge." But then they call you (without inspecting the unit before the policy is agreed upon) and make up a bunch of code violations so they DON'T have to cover what you want them to cover. Save the money every month that you would have paid AHS and put it in a saving account. By the time you have something go wrong, you'll have some money to pay for it.. because AHS won't pay for it. I don't know if AHS is in cahoots with the people they sent out, but the whole things seems like a big SCAM. Two weeks without AC in New Orleans... 95 degrees outside, 100% humidity. Don't get the AHS policy.

Been their customer for 19 yrs. AC broke, Repair tech broke door handle, felt very bad, apologized three times. I was not mad, figured his boss would pay. But the owner told AHS, "it fell into his hand" and was "old", the part from the door, which is impossible given its design. It could only break if force applied. Owner refused to pay. AHS did nothing although their contractors are required to over 2ndary damage. I am stuck with a $150 bill. Next week: Other AC broke. Refusing to have the same AC contractor, of course, I tried to get another assigned but first they told me the one I wanted was not on the list, which is NOT TRUE, then AHS refused, insisting THEY would assign someone! IN 19 years I have not been told this. Since they offshored service to Phillipines, very hard to understand them and it is all rote by script, no thinking or problem-solving. So I asked for supervisor and waited a long time. She came back to the phone and said she would have to document everything before calling a supervisor, which she should have done while she was gone! Likely she answered another call, just leaving me hanging in 115 degree heat w/no AC. At that point it was clear she was stonewalling me so I hung up. Will have to try something else. Unbelievably bad service. If I treated my clients this way I would not have the home needing service and providing them income!

I am a first time customer of American Home Shield. My active contract date is 6/2019. My first service request began on 6/19 and 30 plus days later, my refrigerator has not been repaired. The first repair company selected by American Home Shield, scheduled an appointment with me immediately. The day of the appointment, the technician canceled because they did not service Bosch appliances. I did receive an immediate followup call from American Home Shield, in which I inquired about their selection process of technicians. When requesting a repair service with American Home Shield you are specifically asked what brand of appliances you have. This obviously was not taken into account when scheduling my service repair. The customer service representative at American Home Shield could not provide an answer as to why this company/technician was selected. American Home Shield immediately transfered my service request to a new company/Technician, Appliance 911/ Robert C. With the new information provided by American Home Shield, I reached out to schedule an appointment with Robert C and was scheduled for 2 days out, 6/21. Unfortunately, American Home Shield had not transfered all of my appliances on the service request, only the refrigerator. I then had to contact American Home Shield to have all appliances on my request (refrigerator, washing machine & dryer) transferred to Appliance 911. The newly selected technician, Appliance 911/Robert C diagnosed the refrigerator, washing machine & dryer on 6/21. He explained the diagnosis would be provided to American Home Shield and the necessary parts would be approved and ordered from American Home Shield. They would in turn send the parts to him and he would schedule an appointment to return and fix the refrigerator. The parts are usually estimated at 3-5 days and then the scheduled appointment. On July 4, 10 business days after the initial diagnosis, I received a call to schedule a return appointment by Robert C, he left a message. I returned his call on Friday, July 5; Monday, July 8; Tuesday, July 9and Wednesday, July 10, before receiving a returned phone call. We scheduled the 2nd repair vist for Friday, July 12. On July 12th Appliance 911 repaired a portion of the refrigerator because the main part was forgotten. The washing machine and dryer were reevaluated and no conclusion could be drawn. 24 days after my initial service request, my refrigerator, washing machine and dryer had not been fixed. On 7/17, 4 business days after Appliance 911 serviced my appliances for the second time, I called American Home Shield to inquire about when the missing compressor part for the refrigerator had been ordered. According to their notes that the technician is required to provide, it had not been ordered. Mary at American Home Shield called Appliance 911 while I remained on hold. Robert C indicated that it had already been ordered. Mary stated that he would provide the notes from the 7/12 repair and the updated information on the ordered part. They would look at expediting the part if possible. Also we discussed my option to esculate my concern with the technician, Robert C. On 7/23, 8 business days without receiving communication/ update from Appliance 911. I called American Home Shield and spoke with Kat. After reviewing my concerns, she contacted Appliance 911, once again and Robert indicated the part had been ordered but could not provide the order date. Once more finding that no notes indicated an ordered part with American Home Shield, I requested to speak with a manager or supervisor to discuss my options. I waited for 1 hour and 15 min but unfortunately, all Kat could recite from her script was that all managers and supervisors were assisting other calls. At this point her only option was to send an email to her supervisor and they would forward my complaint to Customer Relations, which would intern research my complaint and respond to me within 24-48 hours. On 7/26, 3 days after my complaint to Customer Relations at American Home Shield and 11 business days since receiving any communication from Appliance 911, I contacted American Home Shield again. I followed up with Ian, who reached out to Appliance 911 with no response. He then proceeded to send an additional email to the Customer Relations Department requesting they reach out to me by end of day, but they did not. 40 days after my initial request for service, I do not have a fixed refrigerator and I still have concerns about my washing machine and dryer. I am disappointed with American Home Shield as this is their selected contractor and his service/communication is below average quality and unacceptable. I am disappointed that I can not get my concerns and complaints addressed and I am perplexed that you can not contact any other department besides the Customer Service, which has no authority to assist you with complaints.

When I was contacted by the sales team at American Home Shield, I asked specifically what plan fully covered my home and that was their best policy as I wanted everything in my home covered as much as possible including my pool in the back yard. I was sold a 3x3 Combo plan and was reassured it was the absolute best plan to cover everything in my home, and this is where the LIES begin. So, three months after purchasing my home warranty, my A/C goes out, I figure, that it was a lucky/smart move getting this home warranty on suggestion of my family members since I live alone and work crazy hours, it would be better to be able to make a phone call to get something fixed as I just don't have the time or in some cases like this one the knowledge to complete. So, as I said earlier, the A/C went out, in Texas, in the middle of summer, so I called American Home Shield, they dispatched someone to my house 2 days later, yup, you guessed it, 2 days. The technician came out of the attic and said the condenser coil was a solid block of ice most likely meaning the condenser coil was leaking freon and that he would have to return the next day or whenever his schedule would allow him to, lucky for me he was able to return the next morning and diagnose the problem as exactly what we thought that the condenser coil was leaking, so in order to replace the coil, which can be replaced individually, they instead have to replace the ENTIRE air handler unit because the house is pure electric. This means they have to disassemble the system to remove it, and then reassemble it, in the process, all the freon that is left in the system from it leaking is lost, and guess what, freon is $45.00 per pound, so obviously it has to be recharged completely which is about 8 pounds before it will work again, but this FANTASTIC plan, the best one they have, upon having a whole new unit installed, only covers $10.00 per pound, which is just another way of saying "it's on you". Secondly, it took them 6 hours to tell me a quote, when I called customer service (just a guess here, but I honestly think their customer service is outsourced to foreign countries due to the very heavy and almost not understandable accents or dialects) of the customer service associates, first one left me on hold for 20ish minutes, second one hung up on me, third one refused to allow me to talk to anyone else, and NONE OF THEM could find my contract or my quote to get the work actually done. So at this point I called the contractor back and asked them what my next step was and that American Home Shield had to order the part (the Air Handler), so there was nothing the contractor could do until they (American Home Shield) did that. I asked them how long that would take approximately, because know one knows what or how much time this stuff takes, and they told me "no idea" "could be up to 2 weeks". so this is where I am as of today, 5 days in, NO A/C in the Texas Heat and Humidity, with American Home Shield's Home Warranty process, and will be happy to update any further as we go along.

Trying to get my spa heater repaired. I made the request on a Saturday and they did have a contractor out on Monday. His report said there was corrosion and pitting on the sensor that was causing the problem and there should be no problems. I was denied the claim saying that I had misused or mistreated the sensor. I spent over an hour on the phone trying to find how I damaged the heat sensor. I’ve never even seen the sensor. AH said the report stated it was misuse/treatment, I read the original hard copy report to them and they said their report said a chemical corrosion that was caused by misuse. Mind you I have the report in my hand. AH then said they will have a second person come out and check it, but if they agree with them it will cost me another $75. They get paid by AH so I’m pretty sure what the outcome will be. Agent said she had contacted the second contractor and the would be contacting me, I checked on the second contractor, they were already closed, not sure how the AH agent spoke with them.

I had a service call on my (warranty-covered) washing machine. The technician from a local appliance repair company came out and identified a couple of parts that needed to be replaced, and said that this information would be forwarded to AHS. AHS then decided on their own that the machine had been abused/overloaded, and thus the repair was not covered by the warranty. Note that this was a determination made by AHS, not by a technician who physically inspected the machine. AHS thus refuses to pay for repairs to the machine. I'll do that myself, with the money I'll save from canceling the AHS warranty. I absolutely cannot recommend getting a warranty from them: You're betting all your warranty and service call costs on the chance that they will actually cover a repair...which is much less likely given that such decision is made by an office clerk who is probably graded on how many claims s/he refuses.

American home shield sent A &R Complete Service out to repair my air-conditioning unit when it failed a few weeks ago. The first time they came out I was advised a circuit breaker had popped and everything is fine. Within eight hours the unit had failed again. Obviously they didn’t bother to diagnose the actual cause of the circuit breaker tripping. I called them the second time. Had to wait another 48 hours for them to show up and look at the unit again. Once again they said a circuit breaker in the attic had popped. Within 12 hours the unit failed again. After a third call I was told that I would be waiting another 48 hours for someone to show up and take a look. This company is obviously not able to properly diagnose a problem. And they have no sense of urgency in this 105° weather. I could not wait another 48 hours. I called Linair and had a technician at my front door within 8 hours. After checking the entire air-conditioning system they found the power supply switch in the attic had failed. A seven dollar part.Do yourself a favor and do not call this company for any type of repair. There was no sense of urgency at American Home Shield. The agents are very difficult to understand. Cancelled my contract today

We have had American Home Shield coverage on our home for over 10 years. We have not really needed them until recently. Our AC went out. They sent a contractor to repair it on 7/15. The contractor "repaired it." It was a clogged drain line. Within 24 hours the AC was out again. The same contractor came back out several days later and told us our evaporator coil was bad and needed to be replaced. They sent us a quote on what our out of pocket costs would be. The quote was vague and generalized, it did not include parts, labor or estimated hours, only vague descriptions of the work being done. I was told it was going to cost more than $1250 out of pocket. Meaning with the $100 deductible, $1500 AHS max coverage and the out of pocket expenses this AC condenser coil replacement was going to cost at least $ $2850. l Having been a contractor for more than 15 years, this raised a few red flags for me. That's halfway to a totally new AC system... I asked American Home Shield and the contractor for an itemized bid that included what American home shield was covering as well as what our out of pocket costs. American home shield said they could not provide it that only the contractor's bid. AHS told me I had maxed out coverage for the year. I asked for an itemized explanation of where the $1500(max coverage for a year period). They told me they would not provide it and that I should call the contractor for an Itemized explanation. I called the contractor and asked to speak to someone who could explain the bill. I asked for prices on what AMS was covering and what was out of pocket for me. I said I wanted an explanation of the estimate that included labor hours, parts, etc. I asked about specific charges on the bill such as "plenum mods (1) $250" and "cond drain mods (1) $250." I asked for specifics on what these charges were for and why I was being charged for the, After being on hold for several minutes, the lady came back on and told me they would not explain each of the charges. When I pressed as to why I was being charged for "plenum mods (1) $250," and asked what the repair included, I was told, "That's just what we charge!" I told her that was unacceptable and I wanted to speak to someone who could explain the quote. She refused. I asked for an itemized quote, I was told it would be sent. It was never sent. I went back to American home shield and complained and asked for a second opinion. After several hours I was promised a second opinion within 48 hours promised. I am meeting the new contractor tomorrow. I have given AHS more than $5000 in an 11 year period. This entire experience has been difficult and unpleasant. The first contractor and AHS have behaved in very questionably. AHS's refusal to give me an explanation of my benefits is VERY concerning. 9 days this drama began and I am still without AC and not sure there will be a resolution any time soon. I will not be renewing. I would have been better off putting that $50/month for 11 years into a saving account. I could have afforded a whole new AC system by now.

American Home Shield may be good for some things but don't buy with the expectations of quick service when you AC goes out in mid July (100°+ Weather). We had to wait over a week for one of their "Approved Vendors" to confirm my AC compressor had in fact failed. I waited patiently for over a week in the hottest part of summer and they denied my claim on a 15 year old 5 ton Lennox outdoor evaporator unit stating it was not installed to manufacture specifications. I bought my house less than 1 year ago. Me and my family were subject to extreme indoor temperatures for over a week to only find out they would not cover the unit. As with most insurance/warranty companies they will only cover the bare minimum. In my case AMS found a way around the repair and hit me with $75 deductible for absolutely nothing. BUYER BEWARE of false reviews.

I placed a called on July 18th for my air conditioner. I live in San Antonio, TX so it's hot. The technician said 2 - 5 days for the part and that he had ordered the part. I check status today with AHS, and was told that they ordered the part YESTERDAY, 7/23. They claim they are waiting on the vendor to give them a receipt date. But they didn't order the part until 5 days after I placed the call in the first place! So now I and my wife (both senior citizens) have to be in the July Texas heat with no air conditioning because AHS can't honor the agreement that I have religiously paid for monthly. Getting a supervisor on the phone was like pulling teeth from an intoxicated hippo (very difficult) and the customer services reps just kept reading from their little script (laughing in the background, they didn't think that I could hear them) with no real intent or effort to help the customer. The thing is, I run a worldwide technical support center, so I know the game that the reps played (which NO ONE on my team does). This is one (if not the) most pitiful examples of phone customer service, and definitely THE most pitiful example of overall customer service. Upon my contract termination, AHS is done. STAY AWAY FROM AMERICAN HOME SHIELD!

My AC went out 23 days ago, I called AHS and started the process of getting my AC fixed. It took a week before the tech came out to take a look at the unit. I waited 2 weeks for the single part to fix it and for the tech to come out and fix it, I’m now at day 22. The tech came out and was about to install the part and discovered it was the wrong part! After contacting both the ASH and Stanlee AC they both gave me the run around all day. ASH even hung up on me twice and Stanlee said they did the same to them....So now I’m on day 23 with no answers and horrible customer service. I would not recommend ASH to anyone. It’s a scam business with rude people that just repeat the same thing over and over again.

My refrigerator has been out for almost two weeks now. On July 16th a technician was dispatched by AHS to diagnose and/or repair the problem. The technician stated that the compressor went out and directed me to call the manufacturer to see if it was under warranty. The manufacturer affirmed that it was but stated that it had to be diagnosed by a certified LG technician. I had the manufacturer on the speaker phone and the technician confirmed that he was a certified LG technician. The technician advised me that he would forward the diagnosis to LG the following morning and would return to fix my refrigerator once the compressor was received. As confirmation, I called AHS to confirm that this is the process and was told that it was and that they would escalate the process since I need to refrigerate my medication. The AHS consultant also told me that I'd be receiving another call when the compressor was received for install. After several days I didn' t hear anything from AHS or the technician so I called the technician. I was advised that they were not LG certified and that AHS was told this. I then called AHS and was told that they would have to send another technician out to diagnose the problem before my refrigerator could be fixed. One of the major problems is that no one even bothered to call me. Another problem is that you can only speak to people who are in the Philippines and you can hardly understand what they are saying. In addition, I spoke to a supervisor there, Ashley, and she was more than rude. She repeatedly huffed and puffed while speaking to me and on more than one occasion lied about what had transpired. This company has extremely poor customer service and really don't care about the customers. When you ask to speak to a supervisor or manager, they say none are available and they are trained to assist you. I was even told by one of the representatives that even if I spoke to the CEO, my problem would not be resolved without me starting the process from the beginning. They continue to apologize and tell you that they understand your frustration but those are just words. This company is just out to get money, which is evidenced by them using the call cent er in the Philippines, and could care less about customer satisfaction. Once my refrigerator is repaired, I will without a doubt end my contract with them and contract with a more customer-friendly, decent company. If you're looking for a home warranty company, you should most definitely not pick American Home Shield. I guarantee that you will be sorry.

If I could give zero. We have dutifully paid them. Our refrigerator dies, they can’t be bothered.. as of this writing we are over a month w no fridge. THEIR tech said they could not fix it. Now they want another tech to try. It has been over a month! We are living out of ice chests in the bathtub. We have two small autistic children. AHS does not care. They will stick to their phone script, will not let you talk and if you interrupt them, you are rude and will be hung up on. Talking to their supervisors is pointless. The call will “drop”. Either they have the WORST connections possible, or they don’t want to hear your complaints. I am a disabled veteran and have limitations. I am not asking for sympathy, but I am limited as to what I can do. Trips EVERY DAY to the store to get ice is both a physical and financial burden. We were told that it is actually quite difficult for their CS reps to view an entire case. They only see snippets. Why? Let them help us! Their CEO and employees don’t mind cashing paychecks from our money, but can’t be bothered to do the job in which it came. Hey Rex (CEO) do some yoga to pull your head out from that dark place. You can also give us all of our money back. We probably could afford a new fridge and a European vacation for a year. Worst company for your home. Terrible they use and soil this country’s name.

HORRIBLE experience!! We paid $58 per month for 4.5 years and only used the service once to replace a burner on our stove and it was a nightmare. We just had an a/c issue. The contractor they chose couldn't come for 3 days. We spent over $350 for a hotel during that time. When they finally showed up they said the motor on the outside unit was bad. They supposedly replaced it. 15 minutes after the tech left it was making the very same noise it had been previously. We decided to let it go and burn itself out if that's what it was going to do thinking AHS would either repair or replace it. A week later it stopped working again. We called and waited another 4 days for the same company to come. Tech told us the first motor "must have been bad out of the box". He supposedly put in another motor. That same night it stopped working again. We called and I said I wanted a different contractor. They refused. Said we had to stick with the one who started the work. They were obviously incompetent. Long story short, we called a private company. We had to pay $11,000 for an entire new a/c system. He pointed out everything the tech from the AHS company did wrong including putting in the wrong motor, leaving the capacitors in the cardboard box (major fire hazard) and not mounting them on the unit, failing to find the leaks in the unit in the attic, failing to determine the dampers had failed in the 'off' position thus preventing any cool air from reaching the second floor of the house, and on, and on, and on. American Home Shield is a TOTAL waste of money!!! Do not waste your hard earned money on them. We invested over $3200 and still had to pay $11,000 to get a new a/c system. I promptly canceled their service. MAJOR RIPOFF!!!!! BTW, there is NO possible way the reviews on their site are legitimate or they scrub them and delete the negative reviews. I call BS!

I paid 75$ mentioning I have a leak or drain issue as I am noticing water coming out of the walls every time I open the faucet. The technician comes on the 3rd after I raised this issue takes a couple of photos and then goes back and talks to AHS. They call back not on my primary number but a different number and leave a voice mail stating that the technician cannot diagnose and I need to provide access. For this I paid 75$?? No details of what access needs to be provided, no details on next steps forward. Just access! Do I need to rip out the walls, the cabinet, the faucet? what does access mean? After 75$ being spent, I am back where I started, I have no additional knowledge or any information except if I provide this magical access, they will go forward!

My A/C has been out for almost 10 DAYS now. It took 3days to get them to send someone out to look at the unit. It is now taking a week to order a part. And, then they will have to schedule someone to come out to fix it. We live in Cypress, TX and they don't care that it is 100 degrees and that we are without air for 2 weeks with Kids. I would NOT recommend this vendor. They subbed it out to "Sevier Climate Control". 7/10 Placed service call with AHS- ($100) 7/12 Sevier Technician arrived- Filled 4 pds Freon and claimed it was a loose cap( Did not stick around or even check thermostat to see if its working) -($160) Tech Guaranteed 60 day warranty, will come back if A/C is not running. 7/13 Called "Sevier" and they dont work weekends. This is CRAZY. Called AHS and they can't send anyone else 7/15- Called Sevier 7/16- Service Tech from Sevier arrived- Compressor not working- had to call it in to AHS- called AHS and it took 3 days for approval(not sure if Sevier was holding to the request for parts but its a NIGHTMARE) 7/19- part approved but Sevier need to refill freon ($520( 17 pds -4 pds they filled on initial visit) I agreed to pay. 7/19- CALLED AHS to see where is the part and this the CRAZINESS- AHS agent said it take 3-5 business day to deliver part to Sevier and after they recieve it they will Reschedule to fix it. They do NOT care about their customers. They dont Care if you have kids and No A/C.

My A/C has been out for almost 2 weeks now. It took a week to get them to send someone out to look at the unit. It is now taking a week to order a part. And, then they will have to schedule someone to come out to fix it. We live in Savannah, GA and they don't care that it is 100 degrees and that we are without air for 2 weeks with dogs and kids. I would NOT recommend this vendor. They subbed it out to "Total Air". We had to wait 4 days for them to come to us - then they didn't show and we had to wait 3 days for them to schedule and come out to us. This is CRAZY. They were just out last month for the same problem. They do NOT care about their customers.

It all depends on the contractor they send to your house. I have two identical hot water heaters both under extended warranty. I had to replace one last year. The plumber came out and changed it out. Out of pocket cost was my deductible and an extra $115 b/c my hot water heater was in the attic. This year my other hot water heater went out (still under warranty). Mr Rooter was sent out and they wanted to charge me an extra $950 for a hot water heater installation. When I asked why the additional cost, AHS informed me that the Mr. Rooter was charging the additional cost for modifications to my gas and water lines, new drain pan and pulling a permit. When I tried to explain that I could get a new hot water heater installed from home depot for about the same price as the modification fees and deductible under my policy they just hid behind "this is what the contractor said." I asked them to reconfirm with the contractor which they said they would and two days later no response. I called a requested a cash out. AHS referred me to a different department and said it would take 24hrs. After a day and a half I called back and they said it would take 3-4 day for them to give me a cash out number. I asked if they could expedite, short answer no. I asked to speak to a manager, they said none was available. I they referred me the "resolutions department" and said they would call me back in a few days. The people you reach when you call AHS are clearly reading from a script. There objective is to delay as much as possible and leave you frustrated. As if now I am without a hot water heater for a week, with no resolution in sight, and no recourse aside from installing one on my own. If you are willing to spin the wheel and hope you get a good contractor and can wait without a refrigerator, washing machine, air conditioner, hot water heater, etc you may save a few bucks b/c it's all "covered" and AHS is for you. If you get the wrong contractor, good luck b/c there is not second opinion or appeal.

On 6/25/19 I called ahs about problems with my heat pump/ac. On 06/27 service tech arrived and diagnosed problem being I needed a new compressor. By /07/02 ahs had still not requested part. They finally sent request for a compressor and part arrived on 07/11. It was the wrong compressor so a new part was ordered. It is now 07/18 and was notified by service provider, part they were told was here yesterday is not. I've been without a/c since 06/23/19. Ahs had my service request marked as complete. You can only speak to people who are in the Phillipines. Have never been able to speak to anyone in U.S. This company sucks. No one ever calls you, no one owns up to ordering the wrong part, and no one cares. I will drop my contract with them. Oh yeah, they only pay $10 per pound for freon. I had to pay $1500.00 for something I still am unable to use. I'm a 72 year old disabled vietnam vet, who's is in the midst of a heatwave in Virginia. God bless America

They sent Moreno Plumbing and Heating to my house because the temp inside is 95 degrees. The company has very poor reviews but Am. Hm. Shield likes them because the are cheap. The guy came, two hrs. early. Instead of asking me how to access my swamp coolers, which is very easy, he went into my neighbor’s yard, moved some of their stuff, and stood on their trailer. I was yelling at him to stop, but he ignored me. Later I showed him how to walk around my house to easily get to the coolers without trespassing. Ernie says he is going to put in a bigger water pump, which I guess he did. He told ME to go buy some new Aspen Pads and replace the pads already in the coolers. ME? WTF? What am I paying Am. Home Shield for? When Ernie left, he gave me no paperwork stating what he did and what he recommended. NOTHING! I had asked Ernie for an estimate to install AC. He looked all around and took some measurements. I gave him all my contact info so he could send me an estimate. But, without calling, texting, or emailing me to make an appt., he showed up at my house. I was on a very important call so I ignored the doorbell. But he kept ringing and ringing and ringing, then started pounding and pounding and pounding on the door. I figured my house must be on fire so I hung up and checked my door. Ernie said he needed to take some measurements and he indicated the outside. I told him to go ahead and I closed my front door and got back to my very important phone call. But minutes later Ernie was banging on my back door, and banging and banging. When I ignored him, he opened my back door and started hollering at me. UNBELIEVABLE ! American Home Shield finds the cheapest people and worst workers because it saves them money. But it cots the homeowner more days at home waiting for the repair guy, more days in a very hot house, and hours on the phone trying to explain and resolve the problem. DON’T WASTE YOUR MONEY BUYING FROM AMERICAN HOME SHIELD. Not only do the find crappy repair people, they limit how many things they will fix. You might have 7 plumbing problems, but you can only have two fixed at a time. That way they get more money from you @ $100 per service call. They don’t reveal that fact until after you buy the policy. I have a toilet that runs constantly, a toilet with a serious leak, a water pressure gage that needs replacing, a leaky outdoor faucet, and two water heaters that need shut off valves and some work. But I have to make three or four appointments, paying $300-$400 and staying home 3-4 days. And the repair guys have to come, come again, come again..... Don’t waste your money with Am Hm Shield

We have America n Home Shield for about 10 yrs now and to be honest, it is not what we expected. Like some reviewers mentioned, the service tech they sent were sub-par or will find every reason to not honor the coverage. A pool service tech came by and said that our pool sit too close to the fencing and therefore it is not cover, of course we still have to pay him $75 to hear that. The biggest issue right now is my refrigerator ice maker stop working a Year ago and every service tech they sent could not fix it, one tech came by at least 5-6 times and each time he brought a new parts and they are the wrong parts and finally brought one that fit and told me it will be making ice in 24 hours and nothing happen no ice. After calling them back to report that the issue was not fix, they send another service company over and we had to go through the exact thing the previous guy did and after weeks and months sometimes they still can't fix the issue. The last guy they send from another company came by and again replaced with a new ice maker part even after i told him the previous guys did that and it doesn't work. He didn't want to hear that. Still no ice, so I called AHS customer service and the agent said the service tech was contacted to come back and I have not seen that guy since. I called him on the phone and the lady answering the phone was pretty nasty and said that the ice maker was replaced and it is not their problem any more!! It has been a yr and they have not fix my problem. Could have bought myself a nice refrigeration with the money paid to AHS all these years! Will be cancelling. My previous home warranty company was a whole lot better!

Absolutely the most ridiculous process I have ever been through... I have been an American Home Shield customer for 17 years and have had a good experience till now and of course it is the AC. I had 2 units replaced by AHS by an authorized contractor assigned by AHS 2 years ago. Until last week, everything was fine until a coil cracked and the unit stopped cooling. Called AHS and they assigned a contractor to come out and make the diagnosis, they did and come to find out the coils were not installed properly by the service company assigned by AHS 2 years ago. So now I have been on a paper trail nightmare with AHS and their Authorization Department (or as I call them now "the secret society" because no one can talk to them... Long of the short of this is simple, AHS hired a company to install the systems, they did it incorrectly, it broke and now it needs to be fixed and it has been 13 days without AC because the Authorization Department keeps having to "review" the claim. There is nothing to review, my AC broke, your contractor caused it, now fix it!! And I have been told multiple times by the customer service department that my policy covers the AC issues, yes I know that now get it fixed. Completely unhappy and will start shopping for another company, if I ran my business like this I'd be out of business within 2 years. Just fix the problem that was caused by your vendor AND my contract covers!!!!

This is the worst home warranty I have ever had. My AC had been broken since April and we are now in July. The Home shield sent 3 differnt back yard AC Company's out to fix my AC. It would for 5 days then stop blowing cold air. All they wanted was to compasate me is $127 to buy a wall unit. Not even enough to buy one the cheapest one I could find is $150 from target. I have a brick on top of my AC unit still from one of there contractors still. This ghetto. Please do not use this company. I have a little girl with a disability and I have Express it to them they dont care. The customer service is bad there rude and liars. On a recorded calls.

I’ve had this warranty for four years and recently needed to use their services for my refrigerator. I went online and requested service. I even paid the 75 dollar service fee. After not hearing back from anyone, I called and scheduled a service call. I was told that someone would be out between the hours of 4-8. No one showed up. Two weeks later, after having paid the repair fee, I called up to cancel my account with AHS. This has got to be one of the biggest scams out there. I’ve just been shyster out of 50 dollars a month for 4 years. Better to just allot money for repairs than to be giving money each month to these shysters. I’ll probably not be given a refund for the 75 dollar service fee. Feel I’ve been robbed. Doubt that any of the positive reviews are even legit.

Stay away. Have gone thru two attempts paying $75, freon charges, and days off from work attempting to get a/c repaired. In both cases, the technician first has to fill freon promising to return if the unit stopped working. In both cases, took several days to return when the freon leaked as expected. Today the technician came back saying AHS needs to authorize a compressor replacement which will take a couple days. How he knew that without putting dye in the system to find the leak is beyond me, but I said ok, let's put freon in so it will be cold until the compressor is replaced. At that time he informed he came without freon. First call Monday morning and no freon on your truck?! It is very clear they do the minimum necessary and work to get you to give up and call real repair technicians and pay for it yourself. That is exactly what I have done. This insurance is a total scam. Will not be renewing.

We have been a customer of AHS for many others and like many I have had a nightmare of an experience with them. Our A/C wasn't cooling so we placed a call and asked for immediate service if they could find a company to service us. My husband has COPD and was having difficulty breathing in the heat. We are from Kansas. They found someone to come out the next day. He claimed our A-coil needed cleaning. I asked him how he could tell and he said he took off the putt from the little hole for the tubes and looked inside. That would only show the outside of the A-coil, not the inside where the air actually comes through and would be the dirty part. He also said our furnace had a major crack and the small pieces of rusted metal laying on the floor were parts of our heat exchanger. He turned off the gas - which I would expect. The furnace needed replacing - which I would expect. The furnace was installed in 1988. He proceeded to tell me that he would get the claim in and get the furnace and air replaced. I asked him when on their schedule would we be looking at for installation. He didn't know. He also gave me a quote for the furnace and cleaning the A-coil because he wasn't sure AHS would cover it. I told him to hold on. I didn't know their company or their products and wanted to possibly look at a cash out from AHS. That was on Friday, June 28th. I called later on that day to see if the diagnosis of the furnace had been done. Not yet. I called on the following Monday, the Tuesday, Wednesday and Friday. Thursday, was the 4th so I knew they wouldn't be there. Each time I reached a member of the company who said they would file it within the hour. Calls to AHS, to the HVAC company...over and over. Meanwhile, it is extremely hot. We can't sleep, my husband is having difficulty breathing in our house. On and on. After the same song and dance on Friday, we called another company and got a new furnace and A/C installed. By the way, the A-coil had actually been leaking and the lower portion was covered in ice even after all those days. I had to wait until the Tuesday to talk to the owner of the HVAC company to tell her my story. And even then, it took two more days for them to file the report. Now keep in mind, I had already paid $150.00 for them to come out for both units. The next night AHS called to talk about the claim. That was on July 12th, two weeks after the "emergency" service was promised. AHS would cover a new A-coil and a new furnace. The change would cost us $1,830.00 for the coolant and some other small part. However, they knew that we had already replaced the equipment so they offered us a cash out of $1,455.00 for our new furnace and A-coil. The woman went on to tell me that they could buy a new furnace for $500.00 because of their volume. Wow - that would be some kind of furnace. Over the years, I calculated that we have paid them well over $6,000.00 and this is what we get. I am now stuck between a rock and a hard place. Take their $1,455.00 and move on because I can't see how I can fight it. My only recourse is to do as much damage as I can to AHS by telling my story on social media and hope that puts a crimp in some sales for them. Now...AHS...the ball is in your court. I would be happy to talk with you about it.

DO NOT EVER use American Home Shield!!! Long story, but simple version is: Our HVAC has bit the dust. Its 21 years old. I called on July 1st. It took 2 days to even get a phone call back. 3 days later, they come diagnose the problem. Well, guess what, they can “bandaid” it again so they order a part that takes another 5-7 days. We are on July 15th with 85 degrees in our house, 15 days past the first day I called, and they still somehow don’t have the part. I’ve already paid more into this plan than a new unit would cost and could’ve had it replaced by another company the first week I called, but sadly it will be over 3 weeks before it gets done IF it is fixed then. Not to mention, the companies contracted by American Home Shield are poorly rated customer reviews. We just did this process a few months ago. I will definitely never do a home warranty again. It’s a rip off. Our HVAC won’t make it but a few months at a time now without needing another repair. And...AMS only pays a small portion to replace the unit. They DON’T cover a new one. I’ve spent so much time on the phone hearing the same thing and still nothing has been done. Just hoping to save someone else from the trouble.

It’s been two months since we contacted American Home Shield who sent The vendor, Miller Pools, to check our spa heater. Since then, the spa is still not fixed, we have to keep following up with the vendor because he doesn’t communicate updates very often. We contacted American Home Shield a couple of times and they didn’t have updates from vendor in system. They are expecting us to call them back to check status rather than them calling us back. There is definitely lack of communication and poor customer service all around. We thought we were in good hands when we started this service and are now rethinking this. Such a disappointment.