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American Home Shield

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9.2

Overall Score

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LAST UPDATED: March 25th, 2024

American Home Shield® is the founder of the home warranty industry and is one of the market leaders with over 1.7 million customers. Beginning in 1971, the company's goal has always been to protect homeowners from high, unexpected home repair costs. American Home Shield is affiliated with the home service company Frontdoor.

With its extensive experience in the home warranty business, American Home Shield is a trusted name compared to other service providers in the industry. American Home Shield offers a variety of warranty plans, including a build-your-own plan that allows customers to select the individual systems and appliances they'd like coverage for. 

Read American Home Shield reviews below as well as the pros and cons of the company. 

Video Customer Reviews

Mark Calkin Customer Review Video About American Home Shield

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Naomi Greenfield Customer Review Video About American Home Shield

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Theresa Hines Customer Review Video About American Home Shield

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The Good

  • Time in Business
  • Discount Programs
  • Three Flexible Plans
  • Electronics Plan
  • Multiple Fee Options
  • Upfront Contract Information
  • No Home Inspection
  • Discounted Air Filters
  • Sample Service Contract
  • American Home Shield Reviews

Time in Business

American Home Shield has more than 45 years of experience and became the industry founder when it created home warranties back in 1971. American Home Shield now has more than 1.7 million customers and is one of the largest warranty companies in the industry. Being in business for so long is a good indicator that American Home Shield is equipped to give its customers what they want in a home warranty company.

Discount Programs

In addition to its decades of home warranty experience, American Home Shield offers its customers many money-saving incentives, including its Appliance Discount Program. With this discount program, customers save money over MSRP and have Energy Star certified options. Customers can also benefit from American Home Shield's "Refer a Friend" program, which rewards customers with a $25 Amazon gift card for each friend referred. In addition, the company offers discounts on air filters.

Three Flexible Plans

American Home Shield offers a home systems plan, appliances plan, and a combo plan — these plans are known as the following: ShieldSilver™, ShieldGold™, and ShieldPlatinum™. A detailed of what each plan covers is as follows:

ShieldSilver™ Plan
Covers 14 major home systems:

  • Air conditioner
  • Heating units
  • Ductwork
  • Exhaust, vent, and attic fans
  • Breaker and fuse panel box
  • Doorbell and chimes
  • Interior electrical system
  • Ceiling fans
  • Garage door openers
  • Interior plumbing system
  • Toilets
  • Faucets and valves
  • Whirlpool tub motor and components
  • Water heaters

ShieldGold™ Plan
Covers all the systems included in the ShieldSilver™ Plan, as well as the following appliances:

  • Refrigerators
  • Ranges/cooktops
  • Ovens
  • Dishwashers
  • Built-in microwaves
  • Garbage disposal
  • Instant hot/cold water dispensers
  • WashersDryers

ShieldPlatinum™ Plan
Covers all systems included in the ShieldSilver™ and ShieldGold™ plans, as well as the following roof leak coverage:

  • Shingles, tiles, and shakes
  • Flat, non-metal roofing
  • Flashing
  • Underlayment

These plans will cover the majority of homeowner needs, but American Home Shield offers add-on coverage for household electronics, as well as pools and spas.

Electronics Plan

A unique coverage option provided by American Home Shield, offered by Allstate Protection Plans, is its electronics coverage plan, protecting any electronics in your home. Any new products that your purchase will be automatically covered, if eligible. Some eligible products include the following:

  • TVs
  • Home theater systems
  • Desktop/laptops
  • Tablets
  • Printers
  • Smart Home products
  • Headphones
  • Video game consoles (including controllers)

Electronics will be covered for mechanical and electrical failures due to normal wear and tear, as well as unprecedented events, such as a power surge.

Real Estate Plans

American Home Shield provides flexible coverage options for home buyers and sellers, allowing you to shop or sell confidently. The company provides the following plans:

ShieldEssential℠
Covers major home systems:

  • Heating and cooling
  • Electrical
  • Plumbing
  • Rekey service

ShieldPlus℠
Covers all systems included in the ShieldEssential℠, as well as the following major appliances:

  • Kitchen appliances
  • Laundry appliances

ShieldComplete℠
Covers all systems included in the ShieldEssential℠ and ShieldPlus℠ plans, as well as some added services:

  • Roof leak repair
  • One free rekey with no service fee
  • Unlimited refrigerant
  • Coverage for code violations, permits, and modifications

Each plan is backed by a 30-day workmanship guarantee and each includes special member offers. Real estate agents have the added benefit of the American Home Shield Partner Portal to easily track and manage client home warranty plans.

Multiple Fee Options

With American Home Shield, customers pay a trade service call fee for a professional to help them with their problem, then fix the system or appliance or replace it. The three options for this service fee are $75, $100, and $125, which gives customers flexibility in how much they pay each month for their plan coverage. The higher the trade service call fee, the lower the amount the customer will pay each month.

Upfront Contract Information

American Home Shield offers a sample contract on its website, making it easy for customers to get an idea of what the company offers. American Home Shield also states upfront that the company does not require a home inspection in order to purchase a warranty plan and will not limit coverage based on the age of any of your home systems or appliances, making it easier for customers to get warranty coverage.

This upfront contract information helps the customer decide early on if American Home Shield is a home warranty company that will work for their needs.

No Home Inspection

Unlike some home warranty providers, American Home Shield does not require a home inspection or maintenance records before using its services. The company also does not decline coverage based on the age of your systems and appliances. This is convenient for customers who want a simple home warranty process and don't want to worry about a home inspection process to discover what systems and appliances are covered and what ones aren't.

Discounted Air Filters

As part of your AHS customer perks, you can get up to 50 percent off retail prices on air conditioning and furnace filters. American Home Shield will also deliver the filters directly to your home. However, it is unclear whether or not you have to pay extra for delivery, so check with the company to be sure.

Sample Service Contract

American Home Shield has a sample contract available online. According to our research, a majority of 1-star reviews for the home warranty industry involve claim denials that are typically outlined in the contract, such as damage that is beyond the scope of normal wear and tear, damages covered by another warranty such as a manufacturer's warranty, and damages from not following building codes.

American Home Shield ensures that you can see the terms outlined in a sample contract and be aware of the offered coverage.

American Home Shield Reviews

Of the 19,000+ American Home Shield customer reviews on BestCompany.com, 71 percent of reviews are 4 or 5 stars. Satisfied customers frequently highlight the following from their experience with the company:

  • Timely responses and repairs
  • Extensive coverage for all home systems and appliances under on warranty
  • Amiable and knowledgable customer service representatives

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The Bad

  • Customer Complaints
  • Lack of Monthly Pricing Information

Customer Complaints

Common customer complaints for American Home Shield range from rising warranty prices to bad customer service processes. There have also been complaints regarding the company's network of service technicians handling repairs, with some customers waiting days for a local technician only to have multiple faulty repairs. You can read American Home Shield reviews below to find out what else customers have to say about how they think American Home Shield warranty compares to other service providers. 

Lack of Monthly Pricing Information

American Home Shield does not provide any information about monthly pricing on its website. Interested consumers are encouraged to obtain a quote from the company for more information on pricing.

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The Bottom Line

There is a lot of good to say about American Home Shield. The company has extensive experience in the home warranty industry and offers discount programs, extensive coverage of many home appliances and systems, and options when it comes to trade service call fees. Its plan customization makes it simple for customers to find the right home warranty for their needs. 

Being the founder of the home warranty industry, American Home Shield has extensive experience to back up its name. Many warranty companies are not as experienced as AHS, and this may result in quality issues. 

If you're interested in learning more about the American Home Shield warranty experience, such as customer service and claim response time, check out American Home Shield reviews below. The company may be the right provider for you to protect your home's systems and appliances against regular wear and tear and other common malfunctions. 

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Star Rating

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4.0

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33,864 Reviews

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59%

4 grade

12%

3 grade

9%

2 grade

6%

1 grade

14%

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Stacy Eiben

I had been with AHS over the span of 25 years and three homes. Unfortunately, I have seen the service deteriorate during that time and, as of today, I'm done with them. STAY AWAY FROM AMERICAN HOME SHIELD. I had been attempting to get a refrigerator icemaker repaired over the last 2 years. During that time, AHS sent out 4 different companies. One of the earlier companies fully disassembled the icemaker and used a hair dryer / heat gun to thaw the ice. While I didn't know it at the time, but the heat did damage and the tech broke some additional parts behind the icemaker and didn't put all the parts back. Fast forward 1.5 years and we had Samsung come out, at AHS' request, to see if they would warranty repair; Samsung refused the warranty due to the heat damage, missing parts, and the additional damage behind the icemaker assembly. In fact, Samsung now says it is not repairable. Over the last 6 months, I have worked with AHS to resolve the problem their techs caused. Depending on who I spoke with, I have been told numerous times they would do a cash out or replace. Call in a month later and they tell me it's my problem, because the damage is not "normal wear and tear." After going back and forth with them, I'm finally done. You win AHS...and lose. Will never go back to you again and will let everyone I know to stay away from you.

3 days ago

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Reply from American Home Shield

Dear Stacy, 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

Mar. 28th, 2024

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REBA Marble Falls, TX

After paying $85 to start process, my claim of pink insulation coming out of my ac/heating system was rejected because the fine print said not responsible if caused by pets or pests! And they determined it was mice! Please tell me who has mice that they don't even know are in the attic under their control!

3 weeks ago

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Reply from American Home Shield

Dear Reba, 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

Mar. 12th, 2024

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Stewart Fishman

This service is a scam. I just went online to see what a new service costs. For my level it came up with $95. I am paying $140 for the same service after 4 years. What happened to seniority. Customers of long standing pay 40% more than a new customer? And if that is an introductory price, what now spell it out. In August I was increased from $103 to $140. I was told that is inflation and cost of service. The service was used only sporadically. Adequate at best. Bait and switch is what I would call this.

4 weeks ago

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Reply from American Home Shield

Dear Stewart, 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

Mar. 1st, 2024

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Linda Dow Baltimore, MD

Lately I've had bad experiences with the company I elected to advocate for me during repairs. The first time after receiving my replacement refrigerator it broke down two days later, the company assigned by ahs to repair the fridge ordered the incorrect part and never came back to complete the repair after at least a month, fortunately ahs contracted another company they repaired the fridge. Secondly the repairman misdiagnosed the problem with my dryer three times and after complaining a new company was assigned and I brought a new dryer and ahs warranty reimbursed me. Lastly a nightmare I called concerning a clogged utility sink T Mayes Plumbing was assigned in January for the repair the plumbers couldn't solve the problem , the plumbers cut my pipe causing a leak which was damaging my problem I was afraid the dampness would cause termites. water bugs a pest infestation> T Mayes plumber told my husband they would later contact us after they speaking to their manager about the pipe they damaged, Later I received a email from T Mayes asking for a review of completed work, how can the work be complete when my property was damaged leaving me in a worse situation not leaving me whole. American home shield warranty notified me after the plumbing company they assigned to resolve my problem made a false report and never contacted me initially but offer to replace the sink for almost 2,000 dollars as my only option, AHS never listened to my concerns when I complained about a leaking pipe when the plumbing company caused. I was told by their agent Ryan to contact the plumbers directly to come back and fix my pipe. The plumbers wrote a false report about my drain stack which they never tried to resolve the problem this way, the plumbers cut the pipe without trying alternate ways to resolve the problem< Someone called me from T Mayes trying to solicit me into resolving my problem by letting their company install an updated sink, I asked why should I entrust further work to them when they cut my pipe causing a leak. I was told my pipe was damaged because the sink was concrete, I replied they should've informed me of the risks before cutting my pipe. I complained to AHS unsuccessfully. before hiring another plumbing company, who resolved the leakage and verified, they never tried to resolve the problem through the drain stack this company gave me the option to unclog the sink or purchase a new sink which would be extremely cheaper. I elected not to purchase a new sink I was extremely satisfied with the work. I called AHS to ask for reimbursement and was rudely told by Jen that "No one told me to call another plumber and I should've allowed them to resolve the problem, I was told claim denied and never contacted again I told their representative the plumber made a false report and never contacted me concerning damaging my pipe but tried to charge me over 1,700 to update my sink when another company gave me options to replace the sink or repair. I was continuously dismissed by the company who was to advocate for me. I have the report from the other company. How long does it take T Mayes Plumbing to speak with their manager to resolve this conflict making me whole.

1 month ago

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Reply from American Home Shield

Dear Linda, Thanks for bringing this issue to our attention. Please know that I'd like to look into this further. Send your contact info to [email protected] and I'll be back in touch with you soon.

Feb. 12th, 2024

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Laurie Cicotello Aurora, CO

I had my swamp cooler replaced by C&R Plumbing on 5/19/2023. They did a shoddy job and breached my roof, causong more than $10,000 in damages to my home. I discovered during this time that C&R Plumbing has a consistant ONE STAR rating thru the Better Business Bureau. Had this been revealed to me upfront, I would have NEVER NEVER NEVER trusted them with something as critical as the installation of my very expensive swamp cooler that I had waited YEARS to replace. State Farm is trying to resolve the claim and asked for an itemized receipt for the work American Home Shield (AHS, like the horror series…) contracted C&R Plumbing to do in replacing my swamper. Ugh. I reached out to American Home Shield for a fourth time this week. First person: We'll have that bill to you in 24hrs. That was six days ago. Second person: Yes. The form on your file says it'll be there in there in 24 hours. That was four days ago. Third person: Hung up on me. Fourth person: Played "20 Questions" with me until I snapped and they hung up on me. (i.e. "I'm going to reverify the same basic info ad nauseum until Laurie loses it...and then hang up") Fifth person: "Please just get me to your supervisor." They put me on hold for said person. The "Supervisor" is not actually a "Supervisor" but another rep for a different company representing American Home Shield. That person is authorized to "submit a form to Accounting requesting an itemized bill. It'll be sent to....is your email [email protected]?" Me: 🤬 This is my TedTalk for the night. 😬😬😬

4 months ago

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Reply from American Home Shield

Dear Laurie, Thank you for taking the time to share your experience. Your feedback is important to us, it will help us ensure a better experience next time. Many Thanks, Kim

Nov. 8th, 2023

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Kiarra Gibbs Decatur, GA

I have been an American home shield client for less than a year. Trying to get my HVAC fixed has been horrible. After getting a quote for $2600 they told me that I can get it fixed for less if I upgrade my plan from Gold to Platinum and have a new vendor come out under my new upgraded plan. Once I upgraded ($600 more as the special I got the Gold plan half off on had ended), then got a new vendor ($125 again a week after paying for the first vendor to come out), they told me that they would not authorize my HVAC repair to be covered under my new plan at all - meaning I spent $725 extra within one week for nothing. I have called multiple times, requested that the phone call where I was told that the upgrade would cover my HVAC be replayed, but all to no avail. After having this insurance for less than a year (only six months as an got it in April and it is now November), I am canceling this service ans going back to my old warranty company.

4 months ago

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Reply from American Home Shield

Dear Kiarra, 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

Nov. 3rd, 2023

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Dawn Virginia Beach, VA

I have an Apollo heating system a lot of companies cannot work on this system but there are some I have been trying for 4 weeks to get someone to my house. It was assigned to the same company four times that did not work on my system I had to call companies myself and then call HSA back to tell them who could work on it. It is going down in the '30s this week and I have no heat. No one will be here until November 3rd to look and this is the fourth week I've been trying to get it fixed. The customer service is horrible I did not have this problem last year, but I'm sorry to say I would not recommend American home shield. No one should have to wait for heat for 4 weeks and a part needs to be ordered so it could be a month before I have heat. I have parrots in my house and I'm running electric heaters. This should not have happened

4 months ago

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Reply from American Home Shield

Dear Dawn, 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

Nov. 1st, 2023

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Christine Harrington Old Lyme, CT

I have been unable to get tri-state electric to come to my house or even return a message. On October 15. I submitted the request and paid the fee. I never received a phone call from them. Hi tried calling them and left a message a week ago than yesterday spoke to someone at an American Home Shield, who assured me that it would .I have been unable to get tri-state electric to come to my house or even return a message. On October 15. I submitted the request and paid the fee. I never received a phone call from them. Hi tried calling them and left a message a week ago, then yesterday spoke to someone at an American Home Shield, who assured me that it would be taken care of. When I logged onto my American Home Shield Account I saw that they had scheduled me for yesterday… No phone call or email letting me know this! I was home for most of the time that they said they would be here, but no one came. I have still not received any phone calls from tri-state. I am at a loss as to what to do at this point… Though I do feel that my American home shield fee should be refunded to me since I have not gotten the service I paid for.

4 months ago

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Reply from American Home Shield

Dear Christine, 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

Oct. 31st, 2023

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Stella Samuel Galveston, TX

They lack character. no integrity, Poor overall, customers service. decptive practices. lack of consistent follow up and the worst company that I hd to deal with. I pay for 3 years of warranty and they could not fix anything . I have decided to walk away because their contractors came to my home 6x but couldn't figure out what was wrong with my Microwave oven I decided to walk away with a non working microwave ager paying $1800 for 3 years and $400 for 4 initial time they came out to diagnose. it is a total waste of time and $$ most ridiculous company ever. Please don't waste your time with this so call AHS. the worst warranty company ever. It was an experience Ill never forget and Ill never try or recommend this to anyone

5 months ago

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Reply from American Home Shield

Dear Stella, 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.

Oct. 30th, 2023

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DaTruth BTold Durham, NC

- ⭐️ ⭐️ if it was possible. had to have a hot water heater replaced in my home. That was more than 13 years old. The replacement unit only lasted 2 years and I don’t know if it was the plumber they used to install it or the product they selected. Within a year the piping had to be replaced. The next year. My house almost caught fire because the water heater had a water leak that leaked into the installation and sparked a fire within the water heater. They had it replaced. To only have to call them back within 3 weeks because the unit again has malfunctioned. The thermostat went out in the unit. All they did was send someone out to replace the thermostat. At this point from a company stand point they should look into just using a different brand. I looked up the brand and the cost of it was less than $600. For 40gal tank. You get what you pay for. Totally not satisfied . I feel that the safety and wellbeing should be a company's model. I trusted my family safety with them with the appropriate selection of quality materials to be used in my home. They don’t even respond as if they care or will try to make it right. They raised the price of the premium, there’s no increase in quality. The morning of 10/25/23 the water heater AGAIN isn’t working. I call AHS @ 4 AM and all they could say was they are going to send out a more experienced technician. I have no clue what the technician has to do with faulty equipment.

5 months ago Edited October 25, 2023

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Reply from American Home Shield

Dear Member, 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

Oct. 25th, 2023

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Ben Towson, MD

Very poor experience with any work I requested. Two examples. I had a dryer not working. Requested service and paid the $100 fee for service. Vendor comes and says the vent needs to be cleaned out and that is not covered. No indication anywhere in contract or on website that it is not covered. What a waste! I requested a refund of my $100 and after arguing for more than 30 minutes was told they would request a $50 refund. Never received the refund! 2) Needed service on a A/C split not cooling. No way to request on website since it does not include a radio button choice for splits. Had to call and deal with someone who hardly speaks the language and is extremely difficult to understand. She did not know what to do either since splits are not listed on website (though clearly covered in the contract). Told her I want to be sure vendor works on splits. After 45 minutes she figured out how to enter. Next day, I stay home from work and guy comes and say they don't fix splits - exactly the issue I spent 45 minutes trying to avoid! Have to spend another hour plus on the phone to get someone qualified out to fix it. Took two visits. At least this time I received my requested refund of the $100 co-pay. Your service generally has incompetent people answering the phone and then sends under-qualified technicians to "fix" things. I am very unhappy!

5 months ago

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Reply from American Home Shield

Dear Ben, 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, Kim

Oct. 25th, 2023

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T Perry

I vehemently dislike the fact that I have been a loyal customer of multiple years with multiple houses and AHS is unwilling to offer me the price (upon renewal) a brand new customer would receive. This reflects poor customer service and retention practices. I left Verizon Wireless after 20+ years of being a customer for the EXACT same reason. It's dumb not to offer customers, who request it, the price a new customer would pay, especially if they're willing to renew. Now, two years later, because of Verizon's poor overall retention rates, they're offering the exact same thing I was requesting, the identical offer a new customer would receive. I guess AHS needs to learn that lesson too. I will cancel my contract and get a new one to get the same price. Dumb!

5 months ago

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Reply from American Home Shield

Dear T 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, Kim

Oct. 23rd, 2023

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Nat Ridge Fishers, IN

DON'T USE THIS COMPANY. Horrible customer service. Barely speak English, refuse to escalate to any higher level of service. Well trained to refuse to answer any questions about why it's been so long, why I cannot speak to a tech, why parts are 'on order'. I've been without a refrigerator for 8 weeks. AHS keeps telling me it is an acceptable amount of time to wait. Their tech has been out 3 times, not counting the no show and the 2 cancelled appointments. The appointment window is 8am-5pm, then they call at 3:30 to cancel. The last visit from the tech we were told parts are $1100 and payoff for a new unit is $1500. AHS won't budge. Won't even just pay out $1100. Don't use this company.

5 months ago

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Reply from American Home Shield

Dear Nat, 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

Oct. 12th, 2023

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ML Carr Boston, MA

Byer be ware!!!! Its a scam! your portion they charge you seems to always be the amount that a repair company would charge you if you called them yourself. It always takes about 3 weeks for some to come out to diagnose the issue and another three weeks to return. What a scam! and don't get me started on the so call customer service people. Ask them how much the repair company is charging all together. they give you the runaround. They won't answer, they scammed me. I paid 1200 for a warranty, why am I paying $2700 for a water heater out of pocket, which they claim is my portion that I am responsible for. What water heater cost $5500.. If i could give less that one star, I would have. Stay away.

5 months ago

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Reply from American Home Shield

Dear ML Carr, 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, Kim

Oct. 4th, 2023

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Giyae Las Vegas, NV

I placed a service call for my AC unit on August 5th. AHS sent A&R complete out to our house and the technician made a diagnosis. He told us our compressor was bad and needed to be replaced. He then left us an invoice and noted on it what the problem was. After he left, we received an email from AHS stating that our estimate showed uncovered costs. When reviewing the ticket online, the information listed was different than what was on our receipt. So, we contacted AHS and reached out to the tech. The tech changed his submission but it was still incorrect. I called AHS again and they called the tech again. Still no resolution on, A&R claims that they submitted the correct information. 3 weeks later with this back and forth ( the office manager actually hung up on us), we hit a heat wave with triple digits for 2 weeks. Still no AC. I called AHS again, they put me on a 3 way call with the company who stated what was submitted, AHS read to them what was entered and I confirmed that was not what was on our invoice. They still refused to correct their ticket. Another week goes by and no resolution. Week 5, I had to take my 82 year old father to the emergency room for heat exhaustion. I called AHS and they still didn't address the issue. I paid out of pocket to get a second opinion and showed the new tech the invoice. He immediately states that there was no way the tech could have seen that there was a missing filter because our filter is in the attic not at the outside unit and the first tech didn't go into our attic. I called AHS to see what they were doing and the rep tells me that they sent a request to vendor relations for approval for another company. ANOTHER week passes and still nothing. So I call the service line and I requested a second opinion from AHS and now AHS tells me I have to pay another trade fee because it's been more than 30 days. Yes because AHS didn't do anything to address the problem even after I told them that A&R were scammers. The second consult was top notch and called us right away, tried to diagnose the problem when they arrived that morning but couldn't because the second company took a piece needed for the diagnosis. So now AHS sends an email saying that the missing piece needed for the diagnosis was not covered and I needed to approve the non covered estimate. Before and after estimate 2, I paid out of pocket to have a previous AHS tech come and give hsi opinion. So I called AHS to request them and they tell me that the company was not showing available. I spoke to the company and they did they were just given a referral.tha morning so whatever the AHS rep told me was incorrect. It's now September 11th and finally on September 12th, they sent the referral, sent a technician, and the correct submission was placed. AHS approved the ticket right away and 2 weeks later, I didn't hear from anyone. I call AHS and they tell me thatvyhe part was ordered that morning but that it was going to take 10 days to ship the compressor. Given the months its taken, I asked for expedited shipping and to speak to dispatch. The rep actually had the nerve to tell me no. Then I received another email from AHS shield stating that I needed to pay yet a third service fee for the third company. Its now October 3 and I still don't have the replacement. I will use this case and the ceiling fan ticket that left a hole in my ceiling for 7 weeks, and the kitchen instant water heater ticket that left us 3 weeks without cold water to take legal action.

5 months ago Edited October 6, 2023

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Reply from American Home Shield

Dear Giyae, 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

Oct. 6th, 2023

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Brandi Grand Rapids, MI

Reached out for a service call $100 for relighting my water heater which went well no issues or extra charges. 2nd issue was garbage disposal had something stuck inside, guy was unable to get it.. switched out a part and (Budget)charged an additional 125$ for a work they performed /part they replaced and the disposal still doesn't work. Stated it was an electrical issue with ground wire so they referred back to AHS who sent out K&M electric who only took photos of disposal & fuse box, from what the budget service guy stated they only needed to put in a ground wire for the disposal. K& M then sends an estimated bill for there work which of course is not covered by AHS for 825$. I'm so upset and disappointed. Electrical guy stated housing codes have changed and the only way they can fix is if they put the disposal on its on circuit

5 months ago

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Reply from American Home Shield

Brandi, 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.

Oct. 4th, 2023

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Clair Houston, TX

They work with some contractors that are very slow, poor communicators, do not do an adequate job, basically flat out don't tell the truth. When contractors are given who are reliable it works okay but otherwise it is dismal. I have a tenent with a refrigerator that has been waiting to be repaired since August and AE Factory service is supposedly going to show up tommorrow, Oct 4th to install the part. First the part was ordered and sent to the address under warranty but it was the wrong part. Then it took another length of time for them to get the correct part. Then they apparently did not come out for the appointment because I didn't call them to confirm although I could not for the life of me reach a human being and the phone number only had 3 options...reschedule an aappointment, cancel an appointment, or hang up. I wanted to confirm the appointment but there seemed no way humanly possible to do so. Therefore it has taken months to get a family's refrigerator working and it still has not been accomplished. I believe I will soon be terminating my warrantys with AHS because of the lacadaisical manner in which service is performed and the maddening stonewalling of communications speaking with your representatives all of who seem to be speaking with East Indian accents which is fine but they are often difficult to understand and also it seems as if AHS is very remote and does not care about its customers but shuffles them off to be run around as much as possible until maybe they give up asking for proper service to be rendered.

5 months ago

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Reply from American Home Shield

Clair, 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

Oct. 4th, 2023

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Ruail Birmingham, AL

A home warranty is good but not with American Home Shield. I pay $94 a month, $125 for each request. I have had to pay the repairmen out of my pocket but do not get my 125 back. It’s a rip off and I would not recommend this company to anyone. Keep your money in your pocket or find another home warranty.

3 months ago

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Reply from American Home Shield

Dear Ruail, 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

Dec. 13th, 2023

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Sahmarié Sky Spokane, WA

American Home Shield has refused to supply me, a platinum level warranty customer, a receipt for the installation of a furnace. I have spent over 6 hours on the phone with their “customer service” call center and been promised 3 times over a week’s time, that they would email it over. I am under contract with a buyer for the sale of my house, and the lender will not move forward without the receipt. AHS does not care about their customers, no matter how much you pay. I have been forced to hire an attorney as I am now going to be forced into foreclosure after being under contract with this buyer for 3 months! AHS should not be allowed to be in business, and I would give them ZERO STARS if I could.

2 months ago

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Reply from American Home Shield

Dear Sahmarié Sky, 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, Kim

Jan. 23rd, 2024

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Amanda Campbell McKinney, TX

Please, please don't wash your money down the drain with this company. Place that $84.99 in a savings account and use it for home repairs. This product will NEVER pay for itself. 1) The companies they contract with are nearly always 1-star kind of places that are neither reputable nor honest. That's no wonder, as AHS is horrible to its providers and pays them pennies on the dollar. Reputable repair companies (I've spoken with several) have all broken ties with them. You cannot choose your own repair company. There will be ONE vendor in your area available, maybe 2. 2) If you have a big-ticket item, it will not be covered. Your contract will say that it is there to cover normal wear and tear. But not if it's a $3,000 evaporator coil. They'll pay for labor and a few other things. You'll owe $3,000 of the $3700 bill. 3) You will WAIT and WAIT and WAIT for repair. The repair company will indeed call you within 24-hours per contract, but they will not be able to come assess your leaking water heater for 3 more days. Then they will need to put you on the schedule for replacement once AHS approves it, which will take another 2-3 days. So plan on being without hot water for a week. You will call AHS and find that there is no "emergency" or "escalated" importance process for claims. You contract will state that your vendor does not have to arrive at the residence before 7 days. And I promise, as a warranty claim, you are not the priority. A friend will be able to call them separately for service and they will magically be able to respond the following day. 4) You'll still have to pay - a lot. Even if the cost of the water heater is covered, there will be elements that "must be modified for liability" that will cost 75% of the total cost of replacement ($1400 - we replaced on our own for $2200 the next day instead of waiting a WEEK for water). Friend, it's just not a wise investment.

2 months ago

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Reply from American Home Shield

Dear Amanda, 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, Kim

Jan. 5th, 2024

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Brett Lantz Charlotte, NC

If you want a company that runs everything you say through a translator and the CSR just repeats whatever the screen is telling them to- this is your company! Want subcontractors that aren’t licensed in your state? This is your company! Want a washing machine to not work for a month? Do you want every right to elevate your issue stopped by the lowest level? This is your company. Soon, it will no longer be our company! After 13 years of loyalty it is beyond recognition

4 months ago

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Reply from American Home Shield

Dear Brett, Thanks for bringing this issue to our attention. Please know that I'd like to look into this further. Send your contact info to [email protected] and I'll be back in touch with you soon. Please provide your AHS contract number or property address.

Nov. 21st, 2023

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Nakenya Lawrence

I’m not happy first they canceled a work order I had to go back in to put in. Then you sent a company out to fix my hot water tank so the pilot light won’t stay lit so they say I need a new one you denied their request so not I’m paying for one. So since I’m paying I have to wait til Friday to get it installed it’s been out since Nov 1st very frustrating

4 months ago

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Reply from American Home Shield

Dear Nakenya, Thanks for bringing this issue to our attention. Please know that I'd like to look into this further. Send your contact info to [email protected] and I'll be back in touch with you soon.

Nov. 8th, 2023

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Valerie Palm Bay, FL

Still waiting for garbage disposal to be fixed - they sent someone out and I was told they did a temporary fix for me until new o e came. The temporary fix did not last long - put I. Another service request for it a week ago and no one has called to make appt to come and take care of it. They won’t answer my calls or msgs. Either. I need the garbage disposal to be working and not just temporarily- it’s been almost a month now

4 months ago

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Reply from American Home Shield

Dear Valerie, 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, Kim

Nov. 8th, 2023

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Jennifer Rodriguez

Customer service is terrible. Communication is terrible Representatives are from overseas and difficult to understand them, even more for them to understand us. Communication among them is non existent. No one knows anything, everyone has a different view of facts. Facts are facts. They all have a script and they’re not able to go outside of that script. Overall HORRIBLE.

4 months ago

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Reply from American Home Shield

Dear Jennifer, Thanks for bringing this issue to our attention. Please know that I'd like to look into this further. Send your contact info to [email protected] and I'll be back in touch with you soon. Please provide your property address.

Nov. 3rd, 2023

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Jon Washington, DC

I have been very frustrated with the customer service I have received on numerous occasions regarding a service request. I've asked for a supervisor to contact me on three separate occasions and have never received a call back. I've had a claim denied, and had it overturned when I spoke to a representative who agreed with my argument only to have it denied again two days later by another department who cannot be reached. This is extremely frustrating to say the least.

4 months ago

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Reply from American Home Shield

Dear Jon, 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

Oct. 31st, 2023

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Shana

The Service with the Call Center was professional. Everything since then has been frustrating. The vendor says they have our washer but cannot give us a date for delivery. I expressed concern it had already been over 2 weeks and their Rep said “you’re luck - some people wait 6-8 months”. Terrible service from them so far and still no delivery date. We can install it. We just need delivery ASAP.

5 months ago

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Reply from American Home Shield

Dear Shana, 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, Kim

Oct. 30th, 2023

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Philip Tullahoma, TN

Upset with the non covered costs. I understood AHS was supposed to replace an item when it broke. I do not remember anything about non covered costs. I have been a member with AHS for decades . I may have to reconsider my membership because of these non covered costs to replace my heat exchanger. Please have one of your supervisors contact me to explain why I have to pay anything over my service charge. Philip Bailey

5 months ago

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Reply from American Home Shield

Dear Philip, 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

Oct. 26th, 2023

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Shari London-Wolvek Simi Valley, CA

Monthly premiums have doubled in the last 3 years and I had to fight and request to have my case sent to the escalation team in order to get resolution after 3 service calls ($300 in service call fees) to finally get my dishwasher replaced. I do not see the value in maintaining this policy. I have spent over $2300 in the last 3 years, in order to receive $707 for my dishwasher, FINALLY. I could have bought 3 dishwashers. I did not receive help with my microwave either, as it was deemed faulty installation. NO VALUE IN A HOME WARRANTY POLICY.

5 months ago

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Reply from American Home Shield

Dear Shari, 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

Oct. 26th, 2023

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Ron Colquitt

Over the years, it's been a grab bag. You usually have to wait several days or even a week or 2 to get someone out. If you need an appliance replaced, all of the technicians say it'll be the cheapest thing they can find. So I have really been reconsidering why I'm even paying all this money for them. I've had to replace my AC ($15k), refrigerator ($2k), garbage disposal ($200). Of the different repairs, I've had a mix of good and bad from the repairmen. As I write this I've gone from 3 stars and now down to one from evaluating this. To tell you the truth, I really don't see their value.

5 months ago

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Reply from American Home Shield

Dear Ron, 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

Oct. 25th, 2023

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Kim Turner Odenville, AL

My tub still isnt fixed! The people that have been sent out are a joke! AHS does everything possible to "not pay or repair or replace"! Send someone who is familiar with whirlpool tubs!!!! Three contractors in and all say "I've never worked on a whirlpool tub before!" REALLY?!?!?! I'm a Realtor and I have sold my clients hundreds of your warranties and I will not sell another one! I don't want my clients to have to deal with what I have had to deal with!! AHS is a very bad reflection on me when you treat people like you do!

5 months ago

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Reply from American Home Shield

Dear Kim, 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, Kim

Oct. 18th, 2023

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Tejal

Their contractor came in my house and left my shower in non working condition. I did not have a working shower for several months. American home shield did nothing and all the escalations department representative that I spoke with never got back to me with an update. I finally had to hire somebody from outside and get my shower fixed and paid close to $1000 to get it done. I will be canceling my plan with American Home Shield.

5 months ago

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Reply from American Home Shield

Dear Tejal, 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

Oct. 18th, 2023

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Kila Emenegger Bothell, WA

Very VERY frustrated with most of your staff I have talked to. There is so much broken English that there is a major language barrier. With that said, no one seems to be putting my order in right and communicating to the dispatch tech companies correctly so therefore my appliance is months past due to my house! Please get more English speaking people on your team! The ones you have are lousy and they waste MY unlimited time!

5 months ago

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Reply from American Home Shield

Dear Kila, 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

Oct. 11th, 2023

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Laura Bower Pittsburgh, PA

I had a scheduled appointment today and no one showed up and AHS said there was nothing they could do other than schedule me another appointment 6 days out. This is unacceptable. I pay alot of money for this service and when I confirmed my appointment and had it confirmed to me several times the day before and took a day off of work for the repair.

5 months ago

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Reply from American Home Shield

Dear Laura, 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, Kim

Oct. 11th, 2023

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Kenneth

After 38 years, I have canceled my contract with AHS. If you are considering AHS, my advice to you is to run, don't walk away! What was once a great, reliable home warranty service has morphed onto a nightmare of, with rare exception, unresponsive, poor quality contractors and, if you're actually able to reach a human, hard-to understand call center customer service agents. I will set aside the money I paid to AHS and choose people I can trust to do my home repairs.

5 months ago Edited October 10, 2023

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Reply from American Home Shield

Dear Kenneth, 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

Oct. 24th, 2023

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SH Teo Irvine, CA

When we signed up for the AHS home warranty program, the agent mentioned that since we're getting the Shield Complete package which has the most comprehensive coverage, we are entitled to a free aircon tune-up in Spring and free heater tune-up in fall. Now that we are ready to use the heater tube-up, we were told that this offer no longer applies to us. Very disappointed that AHS did not honor us promises.

5 months ago

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Reply from American Home Shield

Dear SH Teo, 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

Oct. 4th, 2023

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Sonalie Fort Lauderdale, FL

I have had a total of 3 service calls and 2 were solved in a timely manner and theirs no complaints there. The other service call for my range top and refrigerator has not been solved and the service was requested 2 1/2 months ago. The technician set up appointments for 4 different occasions to replace the parts and he NEVER showed up. I have placed SEVERAL calls with American Home Shield and everything is documented but I have not been able to be reassigned a new technician to get the job done. Robert from Sunshine Appliances (1 man business) gives me the run around about having the replace parts then the replacement parts are damaged then he is picking up the replacement parts again but never shows up! It’s been 2 1/2 months of me calling on a regular basis the technician and American Home Shield and Robert giving the same excuses, even telling them one day that he was on his way to my home and he never show up. I have no idea what else to do to get this taken care off.

6 months ago

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Reply from American Home Shield

Dear Sonalie, 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. 20th, 2023

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James Shields Waltham, MA

I have 3 contracts for 3 separate homes. I have had multiple issues with AHS even though I've actually only had a few claims, but those few claims have required numerous recalls within 30 days of original service. Most engagements with customer service are extremely difficult and require constant follow-up. I'm constantly told, "Call back tomorrow to see if we were able to successfully submit your request" and each call is at least 30 mins. In addition, some of their recommended vendors are completely dishonest. One vendor submitted reports/estimates that were fraudulent. When I brought this up to AHS, and provided the documentation, AHS requested that the vendor resubmit their estimates. The vendor contacted me to say they are closing my account and said they would not discuss with AHS or resubmit an estimate. I'm out over $1000 and AHS is still recommending that vendor to their customers. I have multiple stories in just 16 months of service with AHS. In addition, I am still waiting on a service repair of an AC issue that is now 45 days old due to multiple data entry issues on AHS' side.

6 months ago

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Reply from American Home Shield

Dear James, 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, Kim

Sep. 18th, 2023

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Andrea Forest Park, GA

Concern #1: I ordered my air to be repaired on August 9, 2023. Four service calls later, the air conditioner still needs to be fixed, and a fifth service call has been made. Integrity Air and R & R Electrical Allstar have been to my home twice, each with no definitive results, and a fifth service call has been made. The temperatures are 90 degrees and up, and it is unbearable to live in the home. Both companies point fingers and say it's the other guy. However, after five services and 31 days, my house still has no air. Concern #2: On August 30, another request for R & R Electrical Allstar was made. They only had an opening on September 8, which was too long to wait. since it was their second time coming to the property. Called AHS, and the representative said he would escalate the order. He also called and emailed R & R for a closer service date. However, I went ahead and arranged for someone to be available to meet the technician from 2-5 PM as requested. On Thursday, September 8, I received a call from R & R to change the time from 9-12 AM. I told her I wasn't sure if I could make that happen at the last minute. This morning, I received a call at 11:21 AM from Tabitha, the phone representative of R &R, that the tech was on his way. I reminded her that the appointment was from 2-5 PM. She confirmed but said that they had two cancellations. Again, I wondered if someone could be there because they are working people. She said they have a job to do as well. It was 1 1/2 hours earlier than expected, with no consideration for the customer's time or prior obligations, and her tone was unprofessional. It costs very little to be kind. Thank you in advance for looking into these concerns. Thank you in advance for looking into these concerns.

6 months ago

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Reply from American Home Shield

Andrea, 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. 15th, 2023

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Tiffany Las Vegas, NV

I have an AC issue, the motor went out. AHS will only pay to have an after market motor installed and it is so noisy that when it clicks on I can hear it inside my house & my neighbors can hear it. My neighbors have already complained about how loud it is. I have already paid my $125.00 service call, if I want an OEM motor installed by the repair company then I have to pay them an additional $250.00 AHS is so cheap they would rather half ass a repair just to get by than install the correct part that belongs in the unit so that the homeowner is happy and does not have to deal with the disturbance this motor is causing. It's not their house & it isn't causing them to literally loose sleep so why should they care, right?? I called AHS three times, they refuse to do anything & said they are not responsible for "noise". So pretty much they can have junk installed & it is ok. I even had a second AC company come out & take a look at my unit and they said the motor that was installed is the cheapest after market motor possible & typical of AHS to pay for. I am located in Las Vegas, Nevada where our summers are 110* to 118* so what is going to happen when summer comes around again?? This motor will never make it. AHS sucks honestly!

6 months ago

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Reply from American Home Shield

Tiffany, 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. 15th, 2023

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Mike

We recently bought an older home and replaced all appliances in the home but did not replace older HVAC systems - because of that, we purchase a warranty to cover those units - when we called American Home Shield we explained that and were assured that the older units would be covered. One of our two units stopped working and AHS assigned a contractor to come out - because of incorrect comments in the technicians report (which were opinions and not factual), the claim was denied. AHS is not a good-faith provider - the customer service representative that we contacted to discuss went to an obscure paragraph in our 'agreement' explaining why the claim was denied - a proof point of a comment the HVAC technician made when he left our house - he doesn't see claims paid out often "the warranty companies are in business to make money and can't afford to honor warranties for their customers - otherwise, they would be out of business".

6 months ago

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Reply from American Home Shield

Dear Mike, 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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Dipesh Patel Dallas, TX

We had an ongoing issue with our Air Conditioner and this review serves as an official history of the actual events that have transpired. We believe there is negligence on the end of American Home Shield as well as abysmal customer service leading to our home not having a working air conditioner during peak days in Texas heat (over 100 degrees several days in a row). We have 2 young children and temperatures in our home have reached over 90 degrees on multiple occasions. This all culminated in us accepting a cash out offer for the sum of $1,475 (which is not even half of what multiple vendors quoted for the repair job). The AHS vendor quoted this price to AHS and that is the cash out offer but they never did the work as they kept delaying and stating, "the part has been ordered and we are waiting for it." After waiting for over 15 days for the part and a 14 day streak of over 100 degrees in Texas resulting in over 90 degree temps in our home where our children sleep (ages 5 and 7) we had no option but to pursue a different vendor that could deliver. There were MULTIPLE vendors who had no issue completing the job within 2 days of us contacting them. We finally chose the cheapest one at a cost of $3200. Below are the facts of the issue: 1. On July 13, we suspected some kind of refrigerant leak due to our air conditioning not cooling. We opened a ticket with American Home Shield and Service One Air was dispatched. We informed Service One of our suspicion and they said they had to fill up coolant due to the home warranty policy and could NOT research any leak at that time. They said to make sure any future tickets were assigned to them (Service One Air) since they had the notes / history. 2. On August 13, after being out of town for several weeks, we arrived at a home that was not cooling. We contacted AHS and asked to have the ticket assigned to Service One air after we noticed the ticket was assigned to Roc Tex Air. AHS advised that was not possible so we proceeded as AHS suggested. This should be documented on this work request. 3. Roc Tex Air came out on August 17 and let us know there was a leak in the evaporator coil. They said they had to wait for feedback from AHS on next steps. 4. On August 18, we received an approval request for non covered items in the amount of $400. We approved this instantly and since then we have just been waiting. 5. August 18, 2023 - We called Roc Tex for an update. All they can tell us is parts ordered and no estimate. They tell us they cannot guarantee anything but it normally takes 2-7 days for this part (coil) to come in. 6. August 21, 2023 - We called Roc Tex for an update. All they can tell us is parts ordered and no estimate nor update. 7. August 21, 2023 - We call AHS to follow up and ask for help. AHS contacts Roc Tex and says the same thing, "Parts ordered, no update." 8. August 22, 2023 - We call another vendor and they let us know they have no issue getting the part and that they can come fix it within 2 days. Their quote is $3,200. 9. August 23, 2023 - We called Roc Tex for an update. All they can tell us is parts ordered and no estimate nor update. We reiterate we have had no A/C for 10 days now since reporting the issue. 10. August 23, 2023 - We call AHS and let them know we have had no A/C for 10 days and Roc Tex cannot provide an estimate. We ask for any relief. We ask if we can contact our own vendor and get reimbursed and they say we can get a cash out option (that we can choose to accept or decline) so we could get our own vendor if they can get the parts faster. We are told we will get an email within 24-48 hours with this information. 11. August 25, 2023 - No word from anyone. We call Roc Tex and get the same response of parts ordered with no estimate on when they will get them. We call AHS and ask for help and are told we need to speak with the innovations and upgrades team. I call and the agent (this time an American and not an offshore agent) is confused as I am as to why we were told to speak to them. The agent calls the owner of Roc Tex, Mark Lair, and confirms we do not need any kind of upgrade. They are just waiting on parts. I ask about the status of the cash out and the agent says we have to go back to the normal customer service staff. We do this and are again greeted with the Phillipines agents and provided no help. Initially we are told there is no cash out request in their system (something about a CIL form). Then finally the agent comes back and says she found it and that we requested it on Wednesday, August 23. She says we should hear back on Friday, August 25 on the cash out option. 12. August 28, 2023 - We have heard from no one again. I called AHS and was told they tried contacting the vendor and were not able to reach them. I was also told a supervisor call is still open and it should have happened by now. I also call Roc Tex and got the same update we have gotten since August 18 of "Parts ordered, no estimate on when it will come" 13. August 28, 2023 - We are told our cash out request was denied due to the fact that I approved the out of pocket expenses on August 18. Of course I approved those because want it fixed. I tell the agent this is not proper and they agreed and resubmitted the cash out request. 14. August 28, 2023 - I call AHS again (3rd time for the day) and finally am connected with a supervisor who transfers me to a cash in lieu department. They offer me $1475 for something that is going to cost $3200 to fix. I am glad to use your preferred vendor (roc tex) but not having air conditioning for 15 days with two young children during a Texas heat wave is unbearable. At this point I have no option but to move forward with this cash out and just pay for the difference ($1,725) out of my own pocket. We have been patient and have multiple properties on your warranty program. However, this issue leads me to seriously reconsider using you all. I have spent over 20 hours on the phone with your offshore call centers and had a home with no air conditioning from July 13, 2023 - August 29, 2023.

6 months ago Edited September 13, 2023

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Reply from American Home Shield

Dipesh, 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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Carly Rockledge, FL

The auto renew of my policy increase the premium and reduced the coverage without notification. It is also very hard to get satisfactory coverage on items that should be replaced. One example (I have several) the capacitor on our 17 yr old microwave failed mulriple times but they insisted on repair. The last time it failed in September 2022 and it took 3 months for the parts to come in. Every time I called for status it was just 1 or 2 weeks out and always slipping. Finally after that 2nd repair and failure they offered a replacement but they offered a model that did not have the same features and was $250 cheaper than a comparable model. I was lucky that time and got a nice CS agent who updated the model information for the replacement. I was not so lucky with my AC this summer. I was without AC in Florida for 10 days in Aug due to their "standard processing times" and availability of their contractor. Several days it was 95 in my house. I ended up choosing another contractor to complete the work as AHS wanted to put a refurbished compressor into my 18yr old AC and I couldn't bear the thought of another experience like the microwave. The cash option was only $699. This company will torture you, low ball you, and waste your time. Not worth it!

6 months ago

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Reply from American Home Shield

Dear Carly, 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. 5th, 2023

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Anissa Waterford, MI

Zero coverage on my pipe leak. Not only do I have the platinum membership monthly fee, but I had to pay the fee to AHS to have the job worker arranged. Worker said that my pipe leak would not be covered at all. That ended up being true. I had to pay for the entire job plus the fee AHS charged me to set it up. I feel like I just dumped a large amount of money down the drain. Disappointed so far in my first claim with AHS. Surprised they advertise such generous coverage but refused to pay for this repair. I would have saved over $400 just in fees if I had arranged the repair myself. Zero peace of mind so far. Not sure i’ll keep paying into the coverage if it doesn’t cover the minor repairs it claims to cover.

8 months ago

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Reply from American Home Shield

Dear Anissa, 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. 19th, 2023

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RCD Cave Creek, AZ

I would choose negative stars if that was an option. The contractor AHS sent tried to scam me. AHS sent a garage door repair company to fix my garage door. After looking at the door, the repairman gave me two options, one for $995 and one for $1700 to "do it the right way." I asked him to email copies of those bids to me. He did, but seemed uncomfortable. My BS meter was flashing WARNING, WARNING! I told him I would call AHS in the a.m. as I did not think the bid was correct. He left and returned a few minutes later, letting me know that his boss "would knock off $210" if I did the repair right now. I said no thanks, I want to talk to AHS first. He tried to "hot box" me, saying he didn't think his boss would give me the discount unless I did the repair now. I called another garage door company the next morning. The repairman fixed the door in less than a minute with a small adjustment, lubed and inspected the system. $69 for all. I should not have to be wary of and protect myself against the disreputable contractors AHS sends. This is not my first bad experience with an AHS contractor. One contractor explained that the home warranty companies (not just AHS) pay so little to contractors that only the "worst of the worst" will work with them and, as a result, many will lie to customers and pad their bills so they can make some $$.

8 months ago Edited July 20, 2023

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Reply from American Home Shield

Dear RCD, Thank you for taking the time to share your experience. Your feedback is important to us, it will help us ensure a better experience next time. Many Thanks, Kim

Jul. 20th, 2023

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Valerie Frederick, MD

I’m once again unhappy for 2 work orders 1- leak in kitchen caused drywall in basement to come down soaked with water was told they would have someone come fix it. It is not fixed. 2-AC leaking contractor came out on Thursday 13 July stated the pipe needed to be snaked by a plumber. I called AHS and spoke to a rep who stated he had to contact the vendor to confirm he said he called.On Monday I17 July I had not heard from AHS so I called the rep female stated the same excuse as the male rep. I asked why they hadn’t heard anything the female stated they had a long wait on the phone call. I stated I would like to speak to a supervisor and was told I could not. I asked why I pay for the contract and I will be reporting her. She hung up the phone on me. I called back and had to wait for a call back same issue as the last two times I called only I explained that AHS has third party contacts if they are not doing their job why is it I’m paying the price for it. AHS should have followed up with their contractor

8 months ago

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Reply from American Home Shield

Dear Valerie, 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, Kim

Jul. 18th, 2023

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Patrick Bakersfield, CA

The above posted rating is based on last service request. Assigned contractor came over 3 times to fix low water output from refrigerator. They replaced valve in door during the 2nd visit, which did not fix issue. During the 3rd visit, they dismissed my claim regarding the inlet valve in the back of fridge may be the issue, telling me, "that was my opinion" and left without checking anything. The tech claimed low house water pressure was probably the issue, I disagreed. I tested my line pressure and as I suspected, it was great. A second contractor was assigned and I never rec'd a call. I purchased the valve I suspected was the issue and installed it. Water output was great. I thought this is what I pay for in a home warranty. I will be requesting my $100 deductible back and canceling my contract in favor of another home warranty service company.

8 months ago

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Reply from American Home Shield

Dear Patrick, 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

Jul. 17th, 2023

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Kasey Oklahoma City, OK

I purchased and pay for a home warranty every month. My A/C is 4lbs low of R22. I was told there was a leak in the coils and that my intakes are 7 cm too small, which caused the coils to leak. Therefore my warranty wouldn’t cover it. After a second opinion, the technician believes it is highly unlikely that a vent that is slightly too small would over pressure the coils to cause them to leak. He believes the result would be the opposite. I pay every month for a home warranty to cover things in my house. I’ve have this warranty since we moved into this house. The warranty should cover this house.

8 months ago

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Reply from American Home Shield

Kasey, 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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Rachel California, MD

I give you a one. Your representatives barely speak English and don’t listen to what I’m asking or don’t understand what I’m asking. Your service is horrible. My washing is now broken for 4 weeks with absolutely no resolutions. One vendor came out and would not service my machine b/c the model number is worn off. Your resolution to this is send another vendor which I have been waiting for someone to schedule an appointment with for 3 days now and moving into the 4 the day with no call. I told your representatives this is a hardship on me b/c I have to go to the laundromat now and pay $9.00 per load to clean my cloths and you don’t care. I’m a family of 6 people. I have renewed my contract many times now and your services are getting worse and I just upgraded my contract??? Your services need to improve significantly.

8 months ago

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Reply from American Home Shield

Rachel, 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. 13th, 2023

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Mary Rice Las Vegas, NV

So far, American Home Shield has been terrible with communication. They have sent technicians to our house 3 times and that goes well, but then the follow up is non-existent. The first was just to change the locks and that went fine. The second was for a problem with our hot water and plumbing, which required $1200 in repairs. After the plumber came out and diagnosed the problem, the AHS website just said "job completed." The only way to talk to AHS is through chat and I got several different answers. It boiled down to them deciding it was a "pre-existing" problem (which we didn't know about) and therefore they wouldn't cover it, but we had to fix it anyway because we had pipes that weren't up to code, some leaking, and a problem with hot water. The third instance was a microwave that doesn't work. Again, they sent a technician right away, he diagnosed the problem and said he would order a part, and AHS listed the job as completed. After chatting with AHS, they sent him back again, and made us take out the built-in microwave ourselves (we are not young), and when he came, he said that AHS had ordered the wrong part and he couldn't fix it until he gets the right part. We still aren't sure if they are going to cover it. I would like more transparency. What is the estimate to repair/replace? Is it covered or not? That should be available right away on the website, not just "service complete". If it's not covered, then we need to know why and how much we will have to pay to fix it ourselves. I would also like a phone number to call and talk directly to a representative. The people I have chatted with are not clear in their written communication and it takes so much more time to go back and forth in writing to understand each other.

8 months ago Edited July 19, 2023

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Reply from American Home Shield

Dear Mary, 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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Teresa Porter

Im still waiting for my washer repair!!!!

1 year ago Edited January 10, 2024

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Reply from American Home Shield

Hi Teresa, Thank you for sharing your feedback with us. I hate to hear about your most recent AHS experience and the issues that have occurred. I would be glad to speak with you to resolve the issues.

Nov. 23rd, 2022