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American Home Shield

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9.2

Overall Score

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Karen

Quick response to our needs to get our refrigerator fixed. Once it was determined it was not fixable, the communication was great about working towards a replacement.

5 months ago

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Reply from American Home Shield

Karen, We appreciate the fantastic review and are glad we could be of service. If you have any further needs or questions, please reach out to us again. Sincerely, Kim

Sep. 25th, 2023

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Jason Mancil Olalla, WA

Always very communicative. Great service for the value. We love the peace of mind we have with all of our appliances and electronics and household items.

5 months ago

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Reply from American Home Shield

Dear Jason, We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Sincerely, Kim

Sep. 22nd, 2023

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Senan Kennesaw, GA

Quick to respond and sends knowledgeable techs for the issue at hand. Would recommend to educate techs to clean up behind themselves when job is completed. Adds to satisfaction of customers.

5 months ago

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Reply from American Home Shield

Senan, We appreciate the fantastic review and are glad we could be of service. If you have any further needs or questions, please reach out to us again. Sincerely, Kim

Sep. 22nd, 2023

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Mizella Maricopa, AZ

American home shield handled my claim quickly. I had water damage due to a major storm. The company assigned showed up the next day . Glad I purchased this warranty.

5 months ago

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Reply from American Home Shield

Mizella, We appreciate your business and value your feedback. If there is anything else we can do for you, please let us know. Sincerely, Kim

Sep. 22nd, 2023

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Ruby Suisun, CA

Prompt response and professionalism, friendly and helpful staff. American Home Shield is the best coverage you can ever have for your home. Thank you for a great service.

5 months ago

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Reply from American Home Shield

Ruby, We appreciate your business and value your feedback. If there is anything else we can do for you, please let us know. Sincerely, Kim

Sep. 22nd, 2023

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DocBWI Chicago, IL

I just terminated my relationship with this company, being a customer for many years. I found appliance issues were usually handled adequately, except for the latest where I have been waiting almost 2 years to get repairs done on my built-in oven. I purchased coverage for my hot tub, only to find out I was paying the monthly fee for about 2 years for a service no longer provided. Constant increase in price without notice. I have had my kitchen drain worked on at least 6 times in 4 years. Same problem. Couldn’t get it right, but I had to pay a service fee each time. Trying to communicate with customer “service “ was a nightmare, getting 4 different answers from 4 different representatives, being disconnected frequently and having to start the whole process over, frequently spending more than an hour to become more frustrated.

1 month ago

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Reply from American Home Shield

Hi Doc, I understand your frustration and appreciate your feedback. Please feel free to contact us at [email protected] so we can talk more about your experience. Sincerely, Mariah

Jan. 25th, 2024

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Kanyin Esther

I liked American home shield so much because they always want the best for their customers and what I like the most is that I can get protection regardless of the age or appearance of my covered items

1 month ago

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Reply from American Home Shield

Hi Kanyin, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us. Sincerely, Mariah

Jan. 24th, 2024

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Kathy Las Vegas, NV

I have been trying to get my washer repaired and now I am on my third tech that cannot arrive until Sept. 21. I called in to cancel my plan and they really encouraged me to try one one tech to make an assessment of what is going to be what I think a lost cause. The last two reports claim that I "abused" my washer by overloading it. I have owned it for 7 years and it seems if I were abusing it, this situation would happen 7 years into it's life span. Why would it take that long to break if I were abusing it over the years. The bearings are gone and that's that! If I get another rejection, then I am canceling the plan. I have no use for it going forward for the price it runs yearly, anymore. I have been a client for 21 years and have 2 policies. One for a rental we own, too.

6 months ago

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Reply from American Home Shield

Dear Kathy, I understand your frustration and appreciate your feedback. Please feel free to contact us at [email protected] so we can talk more about your experience. Sincerely, Kim

Sep. 13th, 2023

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Taka Yasuda Irvine, CA

Some agents are not professional and not helpful. They are almost disrespectful. However, some are extremely helpful. It is hit or miss service. One year ago, I tried to cancel the service due to extremely unprofessional and disrespectful experiences with agents and vendor, but were convinced with an extremely helpful agent. I used AHS again lately, and I experienced a same thing. Helpful and extremely genuine agent and lying and disrespectful agent. I am considering to cancel the service.

6 months ago

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Reply from American Home Shield

Taka, I'm so sorry for the problems you've been experiencing. Please reach out to us at [email protected] so we can discuss this further. Sincerely, Mariah

Sep. 13th, 2023

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Stephen Houston, TX

I Like the ease of Svc call scheduling. Svc companies have been pretty good. I do not like the selectivity of what is and what is not uproot and or covered. The more expensive the repair or replacement the less likely. Obviously you are going to be granted coverage. Doesn’t seem exactly non-biased.

6 months ago

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Reply from American Home Shield

Dear Stephen, We greatly appreciate your loyalty to us and thank you again for sharing your experience. Sincerely, Kim

Sep. 6th, 2023

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Michael Allen, TX

I contacted AHS and submitted a service request for my refrigerator. Response was pretty quick. The technician was friendly and knowledgeable. They ordered the part and came back and replaced it the next week

6 months ago

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Reply from American Home Shield

Dear Michael, We greatly appreciate your loyalty to us and thank you again for sharing your experience. Sincerely, Kim

Sep. 5th, 2023

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Cynthia Miami, FL

I requested service on my H'VAC unit on 8/4/23, but so many things went wrong with the dispatched technician and my security company's analysis of whether the problem was with the HVAC unit or the thermostat, that my air was not fully restored until 8/25/23. However, AHS did their part.

6 months ago

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Reply from American Home Shield

Dear Cynthia., We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Sincerely, Kim

Sep. 5th, 2023

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Cathy R. Dallas, TX

If I hadn't inquired on our service through chat, I would never have known our case was closed because the part needed was discontinued. So, after the chat I called and spoke to the appliance replacement rep. She was very helpful. Explained the options well. But... Never received the email to make our choice of the options.

6 months ago

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Reply from American Home Shield

Dear Cathy, We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Sincerely, Kim

Sep. 5th, 2023

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Grace Delatorre Irvine, CA

Customer service is great and the response to get a technician to fix my problem which was a leaky garbage disposal was fast and easy I would definitely recommend this company!

6 months ago

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Reply from American Home Shield

Dear Grace, Wow! Thank you so much for the feedback. We appreciate your business. Sincerely, Kim

Sep. 5th, 2023

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Phoebe Florissant, MO

I was told my premium went up because of the many services for this year. I asked the question if my service would be lesser next year would the price go down? Didn’t get an answer yet. I asked because of what I was told which to me makes perfect sense.

6 months ago

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Reply from American Home Shield

Dear Phoebe, We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Sincerely, Kim

Sep. 5th, 2023

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Chris Pineville, LA

Customer Review Video

7 months ago

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Reply from American Home Shield

Chris, We appreciate the fantastic review and are glad we could be of service. If you have any further needs or questions, please reach out to us again. Sincerely, Mariah

Jul. 13th, 2023

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David Rost Riverside, CA

I liked that he was very friendly. And he was letting me know exactly what he was doing to fix the air conditioner. I have others come. And not say a word. Except what is wrong with it

8 months ago

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Reply from American Home Shield

Dear David, Wow! Thank you so much for the feedback. We appreciate your business. Sincerely, Kim

Jul. 19th, 2023

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Val S

AHS is great in assistance in providing professional contractors to make repairs in your home. Currently, I'm waiting repairs on my AC unit I was told by the technician someone would call about a replacement part on my 34 yr old air-conditioning unit, so far its been 3 days and I've made 2 calls to the company and no one has responded back to me. I'm not blaming AHS, I realize its hot which is usually when air-conditioning malfunctions. It's 85 degrees in my home and I'm a senior citizen how long do I need to wait ?

8 months ago

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Reply from American Home Shield

Dear Val, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us. Sincerely, Kim

Jul. 20th, 2023

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Michael Simi Valley, CA

I am not happy with the appliance repair process or company. I sent pictures of my rusted dishwasher racks prior to them coming out. They said they needed to come out to evaluate. The technician said the racks would be replaced. Then I received an email from AHS that they would not be replaced because the technician said it was cosmetic only. There is rust in several places on both racks and based upon the amount of rust it is hazardous to my health being a cancer patient. If they knew they weren’t going to coot then why come out and charge me for the house visit. I find it very devious.

8 months ago

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Reply from American Home Shield

Dear Michael, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us. Sincerely, Kim

Jul. 20th, 2023

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Christy Kennesaw, GA

I have been a customer now for 4-5 months. I have contacted AHS twice regarding appliances that needed attention. The thing that I am not happy with so far, is the amount of time I have had to wait for my repairs. It took 2 weeks to have my washing machine fixed. After the parts were already ordered and available, it took a week to have a technician come in and repair. I have a microwave that I reported first for repairs and Is not operating yet! Not sure If I will continue unless I see a change soon!

8 months ago

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Reply from American Home Shield

Dear Christy, We greatly appreciate your loyalty to us and thank you again for sharing your experience. Sincerely, Kim

Jul. 20th, 2023

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Shara Stevens St Louis, MO

I like my experience with AHS so far. I am a little concerned about some of the contractors they have contracts with and have such awful reviews/ratings. However, when I asked to switch contractors they obliged. To me, a company should have good ratings to able to be contracted out on service calls.

8 months ago

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Reply from American Home Shield

Dear Shara, We greatly appreciate your loyalty to us and thank you again for sharing your experience. Sincerely, Kim

Jul. 20th, 2023

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James Tong Boardman, OR

Customer service has always been excellent, professional and polite. Over the decades the price of the subscription has gone up as well as the co-pay. I am hesitant to renew after decades with AHS. Feels as if AHS is less responsive in fixing issues the right way, always doing it on the cheap or using second class vendors. Much more costly to me, but I would rather pay out of pocket and have choices, and to have it fixed or replaced with quality. — Not Amazing!!

8 months ago

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Reply from American Home Shield

Dear James, We greatly appreciate your loyalty to us and thank you again for sharing your experience. Sincerely, Kim

Jul. 20th, 2023

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Carolyn Dickerson Denver, CO

We have had good service everytime we have to have someone out. heater was done to our satisfaction, after two visits, it has worked very well. The ice maker was replaced and doing very good.

8 months ago

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Reply from American Home Shield

Dear Carolyn, We greatly appreciate your loyalty to us and thank you again for sharing your experience. Sincerely, Kim

Jul. 20th, 2023

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Nequoia Elsey Denham Springs, LA

Qualified, professional, and efficient trades were dispatched. I was pleased with their diagnosis and eventual treatment of the appliance problems that I had been experiencing.

8 months ago

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Reply from American Home Shield

Dear Nequoia, We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Sincerely, Kim

Jul. 17th, 2023

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Heather Clarke

They have been very good about answering my calls when I need service and they assign a repair company immediately. The repair companies have always called within one day to set an appointment.

8 months ago

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Reply from American Home Shield

Heather, We greatly appreciate your loyalty to us, and thank you again for sharing your experience. Sincerely, Mariah

Jul. 13th, 2023

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Patti Katy, TX

Overall, AHS is easy to work with and very responsive. Their prices when I first joined weren't bad but they are really getting expensive. I am also not happy that a co-worker gets free offers while I do not-why don't all their customers receive the same benefits?

8 months ago

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Reply from American Home Shield

Patti, Thank you for your feedback on your American Home Shield experience!

Jul. 13th, 2023

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g dicheck Katonah, NY

Most contractors associated with Home Shield have been good. Last request was a disaster. Plumber showed up smelling of alcohol. Didn’t trust his judgment. Don’t understand why AHS contracts with this provider. Have read many bad reviews on this plumber. Why continue relationship with him.??

8 months ago

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Reply from American Home Shield

Hi, Thank you for your feedback on your American Home Shield experience!

Jul. 13th, 2023

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Angela Gales TX

I have had a service request from 6/1 that has not been completed yet. They finally sent a technician on 7/7 to fix my ice maker which is one of three on my request. They are telling me that we are waiting on parts. However they are supposed to be replacing the microwave, so I don't understand why that hasn't been done. Customer service is horrible every time I call no mater what the reason.

8 months ago

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Reply from American Home Shield

Angela, I'm so sorry for the problems you've been experiencing. Please reach out to us at [email protected] so we can discuss this further. Sincerely, Mariah

Jul. 13th, 2023

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Beth Burnsville, MN

Piece of mind is a wonderful thing. With that said, it can be a slow process getting a service call scheduled, technician out to the home, diagnosis, approval for repair or replacement and resolution of issue. When you're working FT out of the home, scheduling appts that don't require you to leave work early is difficult. If you work from home or are retired, it's not an issue. You have that with any service call but getting someone out within a few days can be more difficult with American Home Shield. They have a limited number of providers in their network and you must use them.

8 months ago

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Reply from American Home Shield

Beth, I understand your frustration and appreciate your feedback. Please feel free to contact us at [email protected] so we can talk more about your experience. Sincerely, Mariah

Jul. 13th, 2023

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Cathleen

I’m had a terrible time with the contractor, AIRSMITH PRO. After an initial visit they would not not call me to setup a follow-up appointment. Their voice mail is full and there is little transparency on the part of AHS. I am told that AIRSMITH PRO has been called and emails sent but there was no change for days. An AHS supervisor called and told me he would call me back and nothing. I have asked for a new contractor. I was told to call today after 4 hours. I called. No change to a get better servicer. Now I am waiting for the same, original contractor AIRSMITH PRO to call me rather than getting a new company assigned and coming out to my house. My air went out 7/3. I FINALLY just got a follow-up appointment for July 18th. There must be a way to switch out contractors when the initial contractor is unable to handle the work load. I am quite upset and this opinion reflects that. I just recently had excellent service for my refrigerator. The contractors need to be better vetted!

8 months ago

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Reply from American Home Shield

Cathleen, I'm so sorry for the problems you've been experiencing. Please reach out to us at [email protected] so we can discuss this further. Sincerely, Mariah

Jul. 13th, 2023

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Everette Davis Carrollton, GA

This warranty company is not consistent across the board from the very beginning we had to stand our ground on the promised quote and the package amount. This company has lied about what they provide, I also just spoke with a representative who refused to allow me to speak with the cancellation department IF I was only canceling the contract TODAY is the only way she can transfer my call. This company has contracted with unprofessional vendor and due to the few contractors to choose from we did not have much choice when our hot water heater went out AHS sent out a skeptical unprofessional plumber. We waited til the day of the end of our contract to renew it because we received a $200 off offer as long as we renewed by 4/30/23 which we spoke with an agen assured us the $200 coupon would be taken off the 825.00 with the total being 625.00 we paid it in full and July we have received an unexpected bill of 200.00 deducted automatically from our checking account. In our eyes this is fraud and deception. Should this matter not be resolved within the next 48 hours. We will have to take legal action as well as file the complaints with the proper legal entities. Mr and Mrs Davis

8 months ago

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Reply from American Home Shield

Everette, Your review is concerning to me, and I'd like to know more about it. Please contact me a [email protected] so I can investigate this further.

Jul. 11th, 2023

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Felicia Mireles Las Vegas, NV

I have always had good experience with situations that have come up with my house as far as air conditioning and heating and have had it repaired in a timely manner with very professional customer service

8 months ago

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Reply from American Home Shield

Hi Felicia, We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Sincerely, Kim

Jul. 10th, 2023

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Lorin Press Hoffman, NJ

American Home shield Is good value There are no issues with quality and their vendors are trustworthy. Customer service is excellent however sometimes it takes too long to get things fixed.

8 months ago Edited January 10, 2024

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Reply from American Home Shield

Lorin, Wow! Thank you so much for the feedback. We appreciate your business. Sincerely, Mariah

Jul. 10th, 2023

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Lauren Los Angeles, CA

The company assigned, called when they said they would and followed through in a timely manner to confirm an appointment time. When they came they were knowledgeable and got the washer fixed quickly.

8 months ago

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Reply from American Home Shield

Dear Lauren, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us. Sincerely, Kim

Jul. 6th, 2023

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Tim San Jose, CA

I sent an Email and no one has responded. I've been without a fridge for almost a month. The repair man came out and said it was fixed but it wasn't took them almost two weeks to get back this Thursday. I'm also a real estate agent and small business owner. I would like my 70.00 dollars returned due to the inconvenience and the amount of time i have to be away from the office.

8 months ago

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Reply from American Home Shield

Tim, I'd like to thank you for bringing this to our attention. I apologize for the difficulties you've been experiencing and would like to discuss this more. Feel free to contact me at [email protected]. Sincerely, Mariah

Jul. 5th, 2023

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Mary Tyler, TX

LIKED THE WHOLE EXPERIENCE. THE TWO YOUNG MEN WHO CAME TO MY HOME WERE LIKE FRIENDS. VERY KNOWLEDGABLE AND EASY TO UNDERSTAND. THE QUALITY OF THE SYSTEM THEY INSTALLED IS EXEMPLARY!

8 months ago

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Reply from American Home Shield

Mary, It's because of members like you that we continue to improve as a business. Please feel free to call us again when you need us. Sincerely, Mariah

Jul. 5th, 2023

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Catherine Ray Hoffman Estates, IL

Quick response. Reliable plumbing service sent to my home. Friendly and professional. Explained everything to me in terms I could understand. AMS is a lifesaver in terms of money saved and people I can rely on. Tahnk you

8 months ago

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Reply from American Home Shield

Catherine, We appreciate the fantastic review and are glad we could be of service. If you have any further needs or questions, please reach out to us again. Sincerely, Mariah

Jul. 5th, 2023

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Bob

I have been with multiple home warranty companies over the years and AHS is by far #1! No fine print where a yearly maintenance checkup is required to keep their warranty in full force.

8 months ago

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Reply from American Home Shield

Bob, We appreciate the fantastic review and are glad we could be of service. If you have any further needs or questions, please reach out to us again. Sincerely, Mariah

Jul. 5th, 2023

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gramma Patti

We've been customers of American Home Shield for over 10 years and for the most part we've been happy with their service. But they need to do a better job at selecting the vendors who service our home. Right now we have been waiting for an air conditioning company with reviews on Google and Yelp at 1.9 and 2 because of their crappy service. We've waited all day from 8am to 12noon (the window we were given) and no one showed up or called. I blame AHS for not vetting their vendors better. Now we are considering looking into a different home warranty company at this point. AHS is very hard to get a hold of by phone when there is a problem and when you do, it's a very low level person who cannot do anything but apologize. When we asked for a manager to call us back, we were told they couldn't do that. Someone in management should ALWAYS be available to speak to their paying customers.

8 months ago Edited July 19, 2023

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Reply from American Home Shield

Dear Gramma, We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Sincerely, Kim

Jul. 5th, 2023

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Douglas Miller Kaneohe, HI

Immediate assignment of a qualified contractor. Website is good but usually can also speak with a representative within a very short wait. Uses very qualified contractors who are very responsive to requests for service.

8 months ago

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Reply from American Home Shield

Dear Douglas, We greatly appreciate your loyalty to us and thank you again for sharing your experience. Sincerely, Kim

Jul. 5th, 2023

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Odalys Farris

We just bought a condo and in the 1st month the refrigerator stopped working. We called AHS and they set up a repairman that came out and fixed it for just our deductible. Glad we had it

8 months ago Edited July 5, 2023

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Reply from American Home Shield

Dear Odalys, We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Sincerely, Kim

Jul. 5th, 2023

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Leah Novak Hillsdale, MI

Over the course of the years we've had a home warranty with them, we've received quality customer service and good contractors coming to our home to help with servicing and fixes on our appliances and other issues. This last time we used them was no different. Thank you!

8 months ago

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Reply from American Home Shield

Leah, We appreciate your business and value your feedback. If there is anything else we can do for you, please let us know. Sincerely, Kim

Jul. 5th, 2023

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Michael Stein Atlanta, GA

After calling AHS to put in a service request a service provider was immediately assigned to make the repairs to my A/C. Very quick response from that provider that I had used before.

8 months ago

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Reply from American Home Shield

Michael, We appreciate the fantastic review and are glad we could be of service. If you have any further needs or questions, please reach out to us again. Sincerely, Kim

Jul. 5th, 2023

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Mom 24/7 Cartersville, GA

Not what they used to be. My parents had AHS decades ago and were always happy with them. Now claims are rarely covered. You pay your monthly premium then make a claim, pay your $100 deductible and (most of the time) AHS sends a "bottom of the Barrel" contractor out. Then the contractor tells you AHS will not cover it. Example: Had a toilet that was rocking and leaking. Made a claim; paid the $100 deductible. A plumber came out said He thinks the flange is broken but AHS won't pay for him to pull the toilet to verify that its broken. Contractor tells me He will pull the toilet and fix it for $450. Called AHS second plumber comes out, looks at the toilet, calls AHS and says that AHS will not cover it. I told this fellow the runaround I was getting from AHS and he actually felt bad for me. He pulled the toilet fixed the flange which stopped the leak. (He did it because he was a good man with a conscience.) I kept his contact info and will go straight to him with plumbing issues next time. Example: Microwave stops working. Made a claim, paid $100 deductible. Electrician comes out. Says that he thinks the Microwave may be a "counter top" model which was built in to my kitchen but he cant tell without cutting away the trim around it... Yep... you guessed it... AHS will not pay for that. I have other examples but am not going to invest any more time with AHS. Two properties covered by AHS for 3+ years. I'm going to cancel.

8 months ago Edited January 10, 2024

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Reply from American Home Shield

Hello, I understand your frustration and appreciate your feedback. Please feel free to contact us at [email protected] so we can talk more about your experience. Sincerely, Mariah

Jul. 5th, 2023

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Barbara Fleishman Port Saint Lucie, FL

I called AHS and got a call from the contractor they assigned the same day. He scheduled me for the next day, showed up on time and completed the job in a professional manner. Great job all around!

8 months ago

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Reply from American Home Shield

Barbara, We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Sincerely, Mariah

Jun. 30th, 2023

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Sheri Thomas Vallejo, CA

Very easy to deal with. Prompt service. The service person who came out was very professional and knowledgeable about my dryer. I am extremely glad I decided to join AHS. Should have done it years ago.

8 months ago

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Reply from American Home Shield

Sheri, We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Sincerely, Mariah

Jun. 30th, 2023

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Arthur

We have had very good and very bad experiences with American Home Shield. Some of their repair companies concoct false information about the situation in order to exclude the repair from coverage. However, some of the repair companies are excellent. It’s luck of the draw.

8 months ago

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Reply from American Home Shield

Dear Arthur, We greatly appreciate your loyalty to us and thank you again for sharing your experience. Sincerely, Mariah

Jun. 29th, 2023

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Jerry Williams Newburgh, IN

I have had AHS on two houses for many years. Anytime I have had a claim, even if there was a problem with the vendor, AHS made it right and got the problem solved. I would recommend AHS for a home warranty.

8 months ago

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Reply from American Home Shield

Jerry, We appreciate your business and value your feedback. If there is anything else we can do for you, please let us know. Sincerely, Kim

Jun. 29th, 2023

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B P Fairborn, OH

I would recommend going to the bottom of the review as to how customers can better navigate AHS in getting competent contractors in their area. First the bad... namely the contractors and NO option of recourse for AHS customers through AHS. The conclusion drawn is that AHS does not adequately protect its customers from shady contractors and puts the bulk of responsibility on the customer while also making a killing off of the customer for sub-par contractor service. The good... Customer service is great, although it seems that there is a disconnect between customer service and the actual policies that serve the customer. Bottom line: I would rather pay a higher premium to AHS to actually have reputable contractors who would fix the problem the first or second time, not try to beat the clock in their shady repairs and practices. - Contractors are NOT required to leave a record that they were there, what they did and what they claim would be what they would submit to AHS. TOO MANY TIMES has a contractor came, made it worse or have done no work, left no paperwork or refused to, told myself or family that they would be back or that they were to submit a claim that is accurate to the conversation that was had, only to submit a fraudulent/false claim that then made it uncoverable by AHS. Examples: 1. Contractor created a gas leak in which the city of Oxnard had to come out and turn off gas days before Thanksgiving, NO RECOURSE WAS AVAILABLE through AHS, claim submitted by AHS contractor claimed it was our fault. The gas was not working, the contractor used pliers to force it open causing more damage and a gas leak, contractor promptly left said he would be back only to submit the false claim to AHS. Eventually got to escallation team, only to find out AHS doesn't help its customers but puts sole responsibility on them to pursue legal action against contractor themselves. Back and forth revealed that AHS defends its contractors, despite hundreds of bad reviews with all similar circumstances and outcomes for its customers. I ended up paying more than 1k for repairs and a new stovetop and had to fly out myself across the country to take note of all the damage. 2. Plumbing. They came out to home in Ohio didn't fix a leak, several times. Called them out and spent many hundreds of dollars for them to fix a leak under a bathroom sink. In addition to paying and making formal requests, I've called them serval times on my own, close to 8 times. Finally a manager came out and fixed the mistake that a particular contractor made in less than 10 minutes. I had to deal with the water damage on my own. No recourse available to me other than the suggestion I myself must take legal action against the contractors and not whom they represent, AHS. 3. Leaking tub facuet. Again, made appointments several times, hundreds of dollars down the drain, literally in water, time, and payment to AHS. First by AHS contractors, different ones came out, repairs only lasted close to a week to two, causing me to have to open more tickets and spend more money. Eventually I payed out of pocket for contractors not in AHS network and not through AHS, the repairs were costly and it lasted a few months. Eventually the leak came back and I replaced the faucet myself for a total of 80 dollars. Wasted money, water, time, water damage (because one AHS contractor was really rough with the piping that it broke a pipe in the wall, seemingly fixed the issue, turned on the water, and my first floor was flooding)... needless to say I do NOT have faith in AHS chosen "certified" and "vetted" contractors. 4. HVAC. I haven't had heat or AC since December, the cold snap in Ohio. Made several, several appointments, many hundreds of dollars down the drain for sub-par "vetted" and "certified" AHS contractors to "fix" the HVAC. The contractor closed out the ticket, but was comming back for repairs, because I kept calling within the alloted time of a week. They pushed the upgrade plan from AHS for a new replacement on MY DIME instead of reporting clearly that the system must be replaced to AHS. I declined and opted for repairs until AHS said it's time to replace (that was stated by the OWNER of the contract company)... repairs rather than reporting to AHS that it was needed to be replaced. I got other contractors on my own dime to evaluate the work and it was not good, clearly doing more damage than good, almost causing a fire with exposed and frayed wires. The contractor was adament that they would NOT report the system needed to be replaced and instead it was AHS to decide after numerous repairs that it would need be and that AHS customer service didn't know what they were talking about... AHS customer service told me it required that the contractor clearly state that it needed replacement to which the contractor declined several times insisting on his tale of events. AHS customer service said they would get in contact with the contractor and get back to me, weeks later, I have not heard a whisper. I eventually again... forked out a huge amount of money for a new system to replace the old one because of the incompetence of AHS and the contractors... and unfortunately their inability to leave any papertrail OR even admit any fault in the process. At this time, I do not view AHS favorably, but insist that they make simple policy changes to protect their customers. The good: There are a select few contractors that were helpful, honest and expedient. To them I've left great reviews. They deal mainly in plumbing. If you can follow the recommendation below and secure a good contractor, it is well worth the money, especially if you have an old home or the construction and components were shadily put together. Luckily, contractors are friendly and they show you what they're doing, I learned from the contractors many many visits to ultimately do a lot of the repair work myself when (not if) the problem arrised again, saving my time and money. My biggest recommendation for customers is to call AHS customer service (avoid the portal) for the particular repair that they need and ask for who are the contractors in their area while on the phone, otherwise it will automatically be assigned. The representative will almost always entertain the customer in holding for the customer to quickly look at google reviews of each contractor and then they can select the lesser of the evils. Or get the list/options for contractors and the customer can call back after researching google reviews. Above all else, if you can, get written records from the contractors when they do work, as much information as you can to protect yourself if you need to go the legal route and sue the contractors. Be well versed in your contract in AHS as they can also be held liable. From my understanding the contractor is paid a portion of the premium you pay to AHS, incentivizing quick trips and cutting corners. You may negotiate with the contractor so that the customer may buy parts needed (I did with the shower faucet) and they perform the labor. Out of the 100+ dollars AHS charge you, the contractor must sometimes use that 100+ dollars to buy parts, diminishing their payment for the job... Crappy situation. But 100+ dollar charge and an 80 dollar part is much less than the alternative of 300+ dollars in a quick fix from a contractor not in AHS. Ultimately, you must learn to how best to play the game to save money and be aware of the stupid tricks some of the contractors pull... AHS policy unfortunately sometimes ties their own hands in situations. If you can navigate the "game" with stupid rules, it is well worth the money.

8 months ago

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Reply from American Home Shield

B P, I understand your frustration and appreciate your feedback. Please feel free to contact us at [email protected] so we can talk more about your experience. Sincerely, Mariah

Jun. 29th, 2023

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Debra Dallas, TX

american home shield always come out and review your problem and try to fix,I being with american home shield over 15 yrs.some problems they can't fix .. they will let you known whats cover

8 months ago

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Reply from American Home Shield

Debra, We appreciate your business and value your feedback. If there is anything else we can do for you, please let us know. Sincerely, Kim

Jun. 29th, 2023