American Home Shield

Ihave had a horrible experience, unable to get ahold of anyone, been on hold today 33 mins so far yesterday 75 mins never got ahold of any one. the delivery of appliance didn't coincide with the person that is suppose to install. took two days off of work and still waiting for appliance to be delivered. appliance delivery was late , not within the window, no one could get ahold of co they said they are middleman.wasnt notified that the appliance was separate from the installer. very upset with communications and missed today and yesterdaY FROM WORK AND NOW HAVE TO WAIT AND GET IT INSTALLED EHEN I GET BACK FROM BUSINESS TRIP . FINALLY GOT AHOLD OF CUSTOMER SERVICE AND THEY SAID SORRY ABOUT THE COMMUNICATIONS. I SHOULD BE REIMBURSED FOR MISSING WORK!

I am very unhappy with American Home Shield. Their advertising gives you the impression they are there to help you 24/7, 365 days a yr. But in fact, yes, AHS is there but their vendors only work normal hours during the week and NOT on weekend. In order to even speak with a rep from AHS you are put on “hold” for anywhere between 1/2 hr to 1 hr. My last two calls happened on the weekend my AC was leaking water from under the unit. There was no shut-off that I could see. I used several large towels to soak up the water and it just wouldn’t stop. Finally after being on hold for an hour the courteous rep informed me their vendors do not work on the weekends and she would put in a work order for Monday. I finally found the shut-off and didn’t have ANY water until a Tuesday morning. One male rep disconnected me after I was on “hold” for 65 minutes. I think maybe they do not have enough reps at night or on weekends. I think another company is in my future.

Alex, from A&R fixed my furnace and let me know from day one what he would be doing. He had excellent work ethic and was very professional. I would allow him to do work in my house any time.

I have paid AHS Warranty company a monthly fee for 10 years and by the way I mention increases each year. Then you pay a service fee each time a repair technician comes out to address the issue (outside of same problem repair window). Okay, that is the process; I am okay with that. But what I am not okay with is you would think I work for AHS because I, the consumer, am the one calling to schedule SERVICE REQUEST REPAIR identified as EXPEDITED (due to medical concerns of disabled children) with the assigned repair tech. If not done, I have waited literally a week and no one called to say the company was not coming nor was a reassignment performed. Then I am also the one calling AHS after the repair technician leaves with the assessment to determine next step (if issue was not a simple fix)! I have had several faulty repairs on a microwave appliance (instead of replacing a $400.00 appliance, the repair company was told to repair and messed up the internal electrical parts therefore causing a major house fire!) As I write this, I am questioning my own competency as an intelligent consumer to why I am still utilizing them! Now my two year old LG Refrigerator (33 CU FT STAY FAR AWAY FROM THIS PRODUCT AS WELL) has failed once again and AHS keeps repairing. Well repair #7 was a faulty repair and the refrigerator (though plugged in) is not working at all, went from a little cooling (threw away a lot of food of which I cannot afford to keep replacing at my expense) to no cooling at all. AHS says they do not cover loss of food! So I call every day (sometimes 2 -3 times / waiting ridiculous wait time sometimes over an hour) to get to a scripted answer, your claim is in review and now they are waiting for Consumer Contract's Department to determine what to do! I have the answer, SIMPLY PAY TO REPLACE THE REFRIGERATOR AS YOU ADVERTISE, 'IF WE CANNOT REPAIR, WE WILL REPLACE". So not only is the refrigerator been out for almost two weeks now, it has a lot of mold, deadly mold. AHS has lost their mind if they think I will put food back in that refrigerator if was repairable! They are looking for a LAW SUIT! They sent out 3 repair technicians and claimed they did not know they were not LG Qualified to service the unit. However, The last repair technician was well versed in LG Refrigerator repair and has told them the Refrigerator is not repairable! I am calling them everyday twice a day until resolved. Simply unprofessional and unfair to the paying consumer. I have been with them for 10 years so they can take my $7,000.00 paid over the course time to cover reimbursement to me of the $3,000.00 expense for the refrigerator!

We have currently been without a washer for over a month. We understand the part is backorder but have been told that it is back ordered until the middle of November (2 months). After a few frustrating weeks of having to work in finding a place to wash clothes my husband went on-line to find the part for a GE washer and was able to locate it within a minute and it could have been delivered within 2 days through Sears. After numerous difficult attempts to reach someone at the home warranty office the only thing they could do is send someone out here and it has been another week and 3 days with nothing. I tried unsuccessfully again to try to reach someone at the home warranty office with no success. This is absolutely ridiculous. This is a basic GE Washer. This is not the first time this occurred. Within a week of moving into our home our hot water tank went. We called them they sent someone out and we went 2 weeks without hearing from anyone. I am sorry, I have a professional job and work many hours, I don't have time for this. We ended up purchasing a new hot water tank. Several weeks later we finally heard from the company and they had the part to replace on the hot water tank. This company is worthless. I will NOT be renewing the contract!

Repair process was fairly easy. AM HME SHLD was helpful and technician was good. The replacement of our microwave took a long time, about three weeks to get replaced, delivered and installed but was done well.

While I never thought what other reviews said would happen to me with this company, after the first year the level of Client service has continually declined as the price rose, and the service people they are working with in our area are the bottom of the barrel. I've had to recuse a company off our claim because it took them 3.5 weeks to be able to schedule an appt to come out to view my problem item, now the item less than 30 days post repair is acting up again and it’s already been 3 weeks since our second call and AHS and the repair agent haven’t been able to help us. My last call had a 60-minute hold time, only to have them tell us that they needed to speak to the repair person ad get back to us. That was 4 days ago, no call back…. Their Customer Service is unbelievably bad and we will not be renewing our home warranty with them.

My spa heater went out and initially service started well until I needed to contact customer service. I waited on the phone for 1 hour+ just to speak to a customer service rep. There is no direct line to contact the rep back for questions or follow-up. When my spa heater got fixed, my panel inside my house all the sudden stopped working. It too 2 calls to customer service to find out they were not covering it and a third time to authorization department to find out why since I got a different story each time. Again hours out of my day just waiting on the phone. I was suppose to get a call back from the authorization department on some questions that they needed to investigate. The gentleman said he was off for 4 days and will absolutely follow-up with me when he returns and call me. That was a month ago. I am so done waiting my time with this company. They will pay for a surveillance camera needing fixing, but not a panel inside my house to operate my spa even though it was working prior to the new spa heater going in. Horrible company with horrible customer services. Multiple transfers to wrong departments....the list goes on and on.

AHS refused to fix or replace an unsafe furnace in my newly purchased home, as it had been recalled by the consumer product safety commission. It explicitly states this in the contract, that any item under recall from the CPSC is excepted from coverage. When I turned to the CPSC, they told me I was out of luck as there was a class action lawsuit that settled in 2002. So, despite our coverage level being the HIGHEST that AHS offers, and AHS's public image as an appliance warranty company, they WILL find a way to deny coverage if at all possible. This instance was especially galling, as the issue put my family at risk of carbon monoxide poisoning. After collecting bids from 3 contractors, I had to spend $6500 to replace the dangerous equipment. This is what people mean when they say home warranties are useless. Don't waste your money on AHS, there are caveats like this littered throughout the policy documents. They don't play fair.

My furnace died and I had to call them for the first time. Needed to schedule online to avoid the hour customer service call waiting time. The service company did contact me in 24 hours. I checked their ratings which were awful. Service man told me there were 2 things wrong (I have it in writing). AHS called me with a repair price which now included items not on the list I was given. Bottom line, I payed $125 for the service call, they would pay $75 for some parts and I still had to pay over $2300. Got a second opinion on my own which proved the AHS service man was wrong. I cancelled AHS. They are a rip off and a waste of your time and money. Run away, fast.

Service was quick and professional and the service men were courteous and helpful. They were genuinely interested in solving the problem. Even having to return to our home for another visit was not a problem. Since our refrigerator could not be repaired they replaced it.

American Home Shields still shows that we owe the $75 service fee when we had already paid the fee to Moreno Heating and Plumbing together with the charge for the air used. The service company failed to report to AHS that they had collected the fee. I mailed AHS a copy of the PAID receipt and our account still reflects the fee. We are highly disappointed that this matter has not be remedied.

Never again! My dishwasher needed a new control panel and the service person they sent out basically called me a liar and said there was nothing wrong with the machine. I knew, based on experience, the machine never made it to the dry cycle. He said his 'diagnostics' (read: he got the machine to turn on) indicated nothing was wrong. AHS sent a second guy -- he heard the problem, looked at the unit and ordered a control panel -- which is what he said I needed. Ya think? I've had several referred companies that either misdiagnosed or did half baked work. Just waiting for something major to go to see how that works out.

I called for a dishwasher repair. On the day of the repair, after the Sears tech had not shown up by noon, I called Sears and found that they had cancelled the visit and not told me. The next available appointment was over a month out. I called AHS, but got nowhere with the automated system, so left a comment on the Facebook page. I was told I would be responded to quickly, but it has now been over two months and I have never been contacted by AHS. Their lack of availability to respond to customer problems puts my rating low. Also, whether this is an issue originating with the companies they use or part of their contract with those companies, but it is impossible for a service call to be scheduled during 'non-business' hours, which means you have to take time off work to get the problem fixed. I had to do this twice for the same issue as said above.

FOR A HEAVILY ADVERTISED NATIONAL COMPANY THE AHS SERVICE IS COMPLETELY UNACCEPTABLE! - Customer service hold times are excessively long; always at least 40 minutes. (Note: hire more CS Reps) - They make no attempt to streamline their process. Every step takes 1-2 weeks. (Note: subcontract more service providers). It takes far too long to get repairs done. You can’t be without a refrigerator or air conditioner or dryer for two to six weeks. - They do not provide a realistic estimate of how long the process will take. For example, I had to replace my entire hardwood floor because of a minor refrigerator controller problem. Time for appointment to diagnose problem: 1-2 weeks. Time to obtain repair part: 1-2 weeks. Time to make appointment for installation of repair part: 1-2 weeks. Time to install repair part: 15 minutes. So for well over a month I had no refrigerator, the ice leaked and the floor was damaged. Insurance cost to replace floor: $9,000. If I had any idea that it would take that long I would have made other arrangements. - They block out 4 hours for appointments, and last time they were "no-show", claiming the appointment had been cancelled. There is no one local to service our needs. - I could go on. I have been told that they are the best of a very sorry lot of providers.

We had a total of 8 visits from June to September, to check why our air conditioning kept kicking off. Each time we were left waiting days or even weeks with summer temperatures as high as 118 degrees, and an elderly disabled person at home unable to sustain the heat. On about the 4th visit a different company came and said we needed a new a/c unit but they couldn't do anything because the first company still had a part being shipped to supposedly fix it. That part came, got installed, and made no difference. When AHS wanted to send the same company back again the 6th, 7th, & 8th time, we begged for a different company - they refused. Last we heard from AHS they wanted to install another part which would incur an additional $750 charge to us. We called the a/c company 3x asking them what this was and how we could work out payment, but the only calls we received back were on my daughter's cell phone while she was at work (she's a teacher and cannot answer while teaching!) - even though we had asked over and over to be contacted at home. At this point we haven't heard back again, and the weather is cooling off. We are completely dissatisfied with this poor, incomplete service.

I have had a contract with AHS since June 2015 after I bought my house. I had been satisfied with the service up until this summer when my AC system broke for the 3rd year in a row and they were not a great partner in getting my issues resolved. I ended up getting a cash out option that only covered some of the parts needed to make the repair. Have spoken with several people about it and they offer no recourse. Decided to cancel my contract and they are charging me ~$90 to cancel, which I refuse to pay and will report to the BBB. Also noticed that they will NOT post an reviews lower than 4 stars, they have some sort of service on their social media platforms that intercepts the bad reviews only allowing 4 start & up to show to the public which in my opinion is false advertising and shiesty.

I recently had a plumbing issue and needed it repaired. AMS helped me get scheduled and the work was completed in a timely manner. Thank you American Home Sheild.

I have had AHS for 15 years. With the exception of plumbing the people they send are very good. My big complaint is over the years the wait for a repair person keeps increasing. Whn in the past it was one or two days now it is one or two weeks which is unacceptable for most repairs. imagine being without your heater or AC for 3 weeks or even your washer or dryer.

Our AC had failed middle of summer everything was done in a timely manner with no issues or no problem and we appreciate it. I recommend home Shield to everyone

AHS has been a life saver for us during the 15 years that we have been members! Service is relatively prompt and they have always resolved our problems.

So far, American Home Shield has better coverage than First American Home Buyers, BUT their customer service is absolutely HORRIBLE. I will not use them another year and am contemplating cancelling now as I type this. I have literally been on the phone (on hold) with them over an hour for a call with an estimated 30 minute wait time. They have denied a claim and not notified me as to why. The company for air conditioning that they have provided is subpar as well. They are always late and it takes forever to get someone out to fix my air conditioner. I have been mostly without AC all summer long and feel this could have been fixed in ONE trip.

I was unfortunately very disappointed in the service provided by AHS. It began with unnecessarily long call wait times (over an hour every time I called no matter the time, day or night), then continued with poor customer service, and unknowledgeable service teams. It took 3 air conditioning companies and an electrician (after telling us initially we needed close to a $1k worth of work, most of which would not be covered by our policy) to finally determine that all it needed was some refrigerant. I sure am glad I didn't just agree to the "repairs", though it was tempting after well over 2 weeks of living in a 90 degree home with no air conditioner while going back and forth with AHS and their representatives.

NEVER USE AHS!! Once again, I have to pull up my contract & read to them the clause that shows I am covered! Every time I use AHS it is a fight to get them to cover what the contract says they should cover. I have multiple contracts and I have many properties. I have two other home warranty companies Choice Home Warranty and America's 1st Choice Home Warranty and I never have this problem with either of these companies. Also, when the tech that AHS finally shows up (which is never when it is originally scheduled) they always claim that the repair isn't covered and will require me to pay an exorbitant amount of money. Yet when I refuse and request they send a second tech from a different company, it is approved by this tech and I am told the 1st tech was lying! But don't take my word for it, on BBB they have 956 BAD REVIEWS OUT OF 958 TOTAL REVIEWS AND 9223 BBB COMPLAINTS!!!!

Told we needed a part for our water pump. Said they would order it and be back in couple of days. That was in November 2016. Every time called it was so coming in any day, then it was the weather, then it was roads closed. Servicing company had to come from an hour and a half away. No one local to service our needs. Finally after numerous calls and a call to our realtor they finally agreed to replace the unit in February. We went all winter without heat thanks to them. We also had a tech come up locally and look at the unit. He told us it needed a part and he could have it overnight. What is up with that???? I bet their families wouldn't have gone without heat all winter. The coldest months.

I've had American Home Shield for 10+ years. They used to be good, but OMG have they changed. The last 2 calls I placed - one for plumbing and one for A/C work - ended up being more expensive because nothing was covered, and I had to pay a $75 copay in addition to the repairs. They cover less and less each year, but charge more and more. They also send HORRIBLE HORRIBLE companies to do the work - I even called American Home Shield to complain about the companies they are sending to my house, and the girl said, "Well, we send out surveys on a regular basis to get feedback from our customers, and our vendors get the highest ratings." I burst out laughing - what a LIAR!!!! Doing a simple Google search will show you the reviews. For my most recent A/C issue, I initially called American Home Shield, they sent someone who said my inside air handler needed replacement. Of course, AHS covered JUST the box. Nothing else, no peripherals. They gave me the list of items that I was going to be charged for, and one of them was sealant. It costs about $15 for a gallon (which is all that was needed) from Home Depot, and they were going to charge me $260!!!!!! I called to cancel my home warranty the next day. The girl transferred me to the "customer retention department", and I assumed they were going to give me some song and dance and discount to make me stay, but after I voiced my complaints, the girl said, "OK. We'll cancel your account." Just like that!!! LOLOL!! They KNOW they are a total ripoff, and keep going because people are naive and don't read these reviews before they sign up. That's the only way AHS stays in business. Since dropping them, every reputable company I have to call for repairs says that AHS is a scam, and the companies who work for them can't get jobs on their own because they are so bad, so they have to rely on the home warranty calls. STAY AWAY.

Website stinks. They have no email responses to send photos of broken appliances. Estimated wait times can run from 10 minutes to 30 minutes in the "same" message. All "800" numbers go to the same call center or it seems to be that way. Chat capability is intermittent. No always available. We have had an initial dishwasher fix in since 8/16. It is still broken. We have had no service or intention of service from the contractor since the initial call on 8/21. They provide no feedback to the customer after speaking with the contractor. Customer is left "hanging" not knowing what is or is not going to happen next. I cannot with good conscience recommend this firm or this one contractor. One more thing. We get past due notices on our mobile devices. We go to their website and is shows us current. Very annoying and upsetting. We are considering options and an avenue to gain satisfaction and get our dish washer working again.

I had been using them for over 7 years now. I had a Water heater replaced in 2012 and it only cost me $75 as promised. Just last month I had our other Water heater replaced (downstairs) and it ended up costing me over $1000.00 out of pocket! When I contacting Home Shield they stated that the contract "terms" have changed and they no longer cover code upgrades? One other item that I believe is important to mention is that the vendor they initially sent out to my house to complete the work had a 1 star rating on Google and there were several very negative reviews. The original vendor the dispatched showed up in a broken down van (windshield busted) half the paint missing and a complete mess. I ended up getting my own vendor and simply filed for a "Cash out" option. Really disappointed in the way they are now choosing to do business.

They use lowball service outfits to nickel and dime you out of the service you've paid for. My 30 year old air conditioning system had been warranted by them for more than twenty years. When it failed, the idiot they sent out to diagnose and repair claimed I needed a part that would take 30 days of Georgia summer to get. I was able to get a second opinion, only to find out that this part is obsolete, and is not available anywhere for any amount of money. The whole unit needs to be replaced, but AHSmakes money by collecting monthly payments and denying benefits when deserved. I guess they were hoping I would get worn out by their BS and quit without being made whole. They are the worst!

DON'T USE American Home Shield!! Repairman they sent to check AC showed up 2 days later, Said need new AC & HEATING. He had wrapped wire so Heater wouldn't work we found out later. Said AHS wouldn't do much for us & wanted us to buy whole new unit from co. he worked for. Price was outrageous & said would take several days. Was 107 degrees & we're 74 yrs old. Getting late in day so we called another repair business & they came that evening & found wrapped wire to Heater. Came the next day & put in new AC. American Home Shield said we only had 2 options, use the repairman they sent who was not honest or take their cash out of $690. AC cost us $6,325. Person I talked to laughed when I told her that wasn't acceptable. The dishonest repairman they sent even hung up on me when I told him we wouldn't be using his co. We had been with AHS 10 yrs. BEWARE!!

It seems that this company has declined in the last several years. Their coverages have shrunk and their costs have risen. There is no guarantee that you can get service should you have an emergency. And there is little care by the service provider that you can't contact anyone. From the fees, they charge per month and the service fees one would be better to save the money for a rainy day instead of wasting on folks that couldn't care less about their customers. I've been with the company for well over a decade. Sadly they don't give a rat's butt about their long time customers. You're better off looking for another group if you need a home warranty service.

I am not going to bore anyone with any fluff Im just going to give you the facts!! 1) My garbage disposal went out and I called AHS to come and fix, I paid my $75.00 fee and the guy came out....but when he got there he said he needed to replace a pipe by law on the garbage disposal and that he would have to charge me $65.00 to do so. At that price ($135.00) I could have bought the disposal myself and changed it. So the AHS warranty was no help there, nor did anyone tell me when i scheduled the repair that it would cost me an extra $65.00!!!! 2) My refrigerator goes out and is not cooling, Keep in mind that I live in Florida with my wife and 3 kids now. I called AHS and they told me it would be 2 weeks for someone to come out. Ok so 2 weeks go by the guy comes out and says that I have busted fan and that he needed to order the part and it will take a week to come. Ok so the part comes in less than a week and we call to let them know thats its in and they inform us that it will be a week before the guy comes out again. So now we are at 4 weeks with no refrigerator..... a week goes by and no one shows up, so we called again and the guy will be out tomorrow and of course he never showed. So I got fed up and just installed the fan myself which took all of 4 mins and 35 secs to replace. When I called to dispute the $75 dollar charged the lady from AHS said why did someone come to your house? - Well Yes but nothing was fixed - Sorry sir per your contract if someone comes out we charge! REALLY!!!! No customer services skills needed at all to work for American Home Shield!!!!! Is not per the same contract that you fix my refrigerator that was out for over a month and I paid you to fix.. GETS FIXED?!?!?!?!?!?!?!? I WOULD NOT EVER RECOMMEND THIS COMPANY TO ANYONE! THERE ARE TOO MANY COMPETITORS TO HAVE TO DEAL WITH THIS KIND OF SERVICES!!!!

HORRIBLE customer service!!!. Leaking (attic) a/c and damaged drain tray caused water damage to the walls carpet in BR. AHS assigned Rescue Air, (co. owner very un symphatetic to the problem) They are located in Lubbock 125 miles out of my area, with one tech in Amarillo TX.. Initial request was on, 6/10, as an emergency. Rescue come on 6/14!. We called AHS at the end of June. I sent an e-mail to Rescue letting them know of the ongoing problem and requested that a tech be sent back ASAP. later I calledx2. No response. .Finally, I when I reach someone (woman) I told her to please read the e-mail addressed to the owner. She promised to call back with date n time, Never did. and when I reach her again., I was told that the order was re-routed back to AHS to be assigned to someone else! no other explanation . She will not allow a word from me. I got very upset and told her to SHUT UP and let me speak, She hung up and few min later owner called (rude) I was accused of harrasing his scty) (??) I hang up on him. HE BEHAVED AS A MAN WITH A SHATTERED EGO AND NOT A BUSINESS MAN! He called 2x again but I was so angry that I did not pick up. 5 days later I heard from a local A/C co. scheduled appt for the following day., 7/7/2017 Before the appt time he called to tell us that; as per AHS, our policy expired on 7/3...WRONG!! as our bank acct records said otherwise. RESULTS: Children and adults have NO A/C (in a 90+ temperatures, high humidity) 4 ALMOST A MONTH!!!.We called a local a/c and we obtained a written diagnose. We incurred a $704 bill from Servrpo. . I will be calling Texas insurance and will send a letter to the BBB.

Absolutely the worst company I've ever used. There was never less than a 45 min wait time for customer service to answer. Many times the phone rang dozens of times without anyone ever answering. The only way I could ever reach AHS is by selecting the option on the automated service to pay a bill. The company they sent (Boss Electric) were incompetent and extremely rude. They do everything they can to avoid replacing an appliance. I was without a refrigerator for 21 days in December and my neighbor who also had a contract with them was without a washer for over a month. They refuse to use another company other than Boss Electric even when I was told on the phone by customer service that they would not be using that company any longer. I can't believe I paid them for 4 years when I spent countless hours during the whole month of December trying to fix my refrigerator. In all fairness, they finally agreed to reimburse me a large portion of the cost of a new one. However, I'm confident it wouldn't have happened had I not stayed on top of it and called as many times as I had to.