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American Home Shield

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16,013 User Reviews

8.4

Overall Score

LAST UPDATED: October 18th, 2021

Beginning in 1971, American Home Shield'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. The company has received high ratings from reviewers on BestCompany.com, with about 71 percent of reviews being 4 or 5 stars. The company’s average star rating is also competitive compared to the industry average.

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American Home Shield offers a variety of warranty plans that meet the diverse needs of homeowners and real estate professionals. Plans offer varying levels of coverage and can include heating and cooling systems, electrical systems, appliances and more. Depending on the plan and your location, you can add roof leak repair coverage and an electronics coverage plan for things like TVs and computers.

These home warranty plans typically last 12 months with the ability to cancel at any time. Online information about costs is limited.

With a home warranty, you can request a service visit and a contractor from American Home Shield's network will visit to diagnose the problem and make repairs. You'll pay the fee for the visit. If the damage is covered by the warranty, you'll be covered up to any applicable limits. If the damage isn't covered by your warranty, you'll be responsible for the other costs.

American Home Shield makes it easy to learn more about limitations and exclusions with its warranty plans by including sample contracts on its website. This information can help you assess whether a home warranty would meet your needs or not.

Coverage Plans and Pricing

American Home Shield offers several home warranty plans to meet the needs of homeowners, real estate professionals, and people selling their houses.

With American Home Shield, you can choose to pay for your warranty monthly or annually. The cost of your home warranty is affected by a few things, including home type, location, and coverage level. Although it would be nice to have cost estimates easily accessible online, you can request quotes from American Home Shield's website.

Although some key cost information is limited online, you can see maintenance service fees associated with American Home Shield's warranties for homeowners. Pricing information for the company's other plans is much more difficult to find without contacting American Home Shield directly.

Planholders can choose a Trade Service Call Fee when they purchase a warranty. The service fee amount you choose will affect the cost of your warranty. The higher the fee, the lower your warranty cost. The lower the fee, the higher your warranty cost.

We'll cover all of American Home Shield's plans and obtainable cost information below.

  • Plans for homeowners
  • Plans for real estate professionals
  • Seller coverage option

Plans for Homeowners

Homeowners can choose from three plan options: ShieldSilver™, ShieldGold™, and ShieldPlatinum™. These plans do not require maintenance records or a home inspection.

Customers benefit from a 30-day workmanship guarantee that ensures that the repairs made when you make a claim are well-done.

All American Home Shield members also benefit from discounts on appliances and can receive $25 for referring friends.

ShieldSilver™ Plan

The ShieldSilver™ plan covers heating and cooling systems, a home's electrical systems, and plumbing systems.

For additional protection, you can add coverage for pools, inground spas, septic pump, well pump, and a guest unit. You can also include roof leak repair and an electronics protection plan. Roof leak repair coverage may not be available in all states.

American Home Shield's electronics warranty plan offers coverage for your personal electronics including home theater, computers, printers, tablets, and more when this equipment has defects or experiences mechanical or electrical failure from normal wear and tear.

With the electronics warranty, you'll also benefit from power surge protection and technical support. This protection plan does not require registrations or receipts to issue coverage and has an online claim process. Unfortunately, the electronics warranty is not available in California.

ShieldGold™ Plan

The ShieldGold™ plan covers the same systems that the ShieldSilver™ plan does and includes coverage for kitchen appliances and laundry appliances.

With this plan, you'll have the same options for additional coverage as with the ShieldSilver™ plan.

ShieldSiver™ and ShieldGold™ Cost

Maintenance service fees with the ShieldSilver™ and ShieldGold™ plans are as follows:

  • Trade Service Call Fee — $75, $100, or $125
  • Rekey — $100
  • HVAC tune-up — $75
  • Air filter delivery — starts at $5.25 per air filter

Planholders also benefit from no cap on system repairs and coverage for refrigerants at $10 per pound.

ShieldGold™ plan members also have a $3,000 per appliance coverage limit.

ShieldPlatinum™ Plan

For even more protection, you can choose the ShieldPlatinum™ plan. This warranty plan builds on the ShieldGold™ plan's coverage by including roof leak repair coverage, an HVAC tune-up, and code violation and permit coverage.

You can also add coverage for pools, inground spas, septic pumps, well pumps, and a guest unit. The electronics protection plan is also available with the ShieldPlatinum™ plan.

ShieldPlatinum™ Cost

Maintenance service fees with the Shield Platinum™ plan are below:

  • Trade service call fee — $75, $100, or $125
  • Rekey — $100
  • HVAC tune-up — one included with plan
  • Air filter delivery — starts at $5.25 per air filter

ShieldPlatinum™ members also benefit from unlimited refrigerant coverage, $1,500 for roof leak repairs, unlimited coverage for systems, $6,000 per appliance, and $1,000 per year for code violations, permits, and modifications.

Plans for Real Estate Professionals

Like homeowners, real estate professionals can choose from three warranty plan options: ShieldEssential™, ShieldPlus™, and ShieldComplete™.

ShieldEssential™ Plan

The ShieldEssential™ offers protection for air conditioning, heating, ductwork, plumbing, electrical systems, water heaters, insufficiently maintained equipment, refrigerant (recapture, reclaim, and disposal), removal of defective equipment, and rekeying.

This plan also covers failure related to rust, corrosion, undetectable pre-existing conditions, mismatched systems, and improper installations, repairs, and modifications. You'll also benefit from $250 each contract term in coverage for permit fees and code violations each.

ShieldPlus™ Plan

The ShieldPlus™ plan offers similar coverage and includes laundry appliances and kitchen appliances.

ShieldComplete™

With the ShieldComplete™ plan, you'll have the most coverage. This plan offers the same coverage as the ShieldPlus plan™ and includes ceiling fans, telephone wiring, doorbells, garage door openers, instant hot and cold water dispensers, and built-in fans (exhaust, attic, and whole house fans).

Additional Coverage Options

With any of these warranty plans, real estate professionals can add coverage for well pumps, septic system pumping and septic sewage ejector pumps, swimming pool equipment, spa equipment, salt water equipment, and up to four refrigerators. In Texas, you can add coverage for subterranean termites as a home buyer or seller.

Seller Coverage Option

Seller coverage is available to qualifying homeowners with an American Home Shield warranty already in place. Details regarding eligibility requirements beyond already having an American Home Shield Warranty are limited online.

This seller coverage offers protection for your home while it's on the market for up to six months with the potential to renew. You won't have to pay for the warranty coverage until you close on the sale. While your home is listed, you'll benefit from up to $2,000 on covered repairs and replacements.

If you're considering this additional coverage while selling your home, pay attention to limitations and exclusions with the plan.

Contract Information

A standard home warranty contract with American Home Shield is 12 months. The seller coverage plan option is six months and may be renewed.

Exclusions and Limitations

Home warranties are meant to cover damage from normal wear and tear. American Home Shield warranties cover normal wear and tear, poor maintenance, rust, corrosion, sediment, mismatched systems, and undetectable pre-existing conditions. The warranties also cover damage from mistakes with installations, repairs, and modifications.

Plans do not offer coverage when damage is covered by the manufacturer, distributor, builder, or an extended warranty. American Home Shield's warranties are also only for residential buildings, not commercial buildings or homes used as business locations.

For more information on exclusions and limitations, American Home Shield offers a sample contract online for each type of coverage it offers. This transparency makes it easy to research and understand terms and conditions before purchasing a warranty.

Cancellation Policy

You can cancel your home warranty at any time by calling American Home Shield. However, some fees may apply depending on when you cancel.

If you cancel within the first 30 days of your warranty, you'll receive your contract fees minus the cost of any service and claims received.

If you cancel after the first 30 days, you'll receive prorated contract fees for the remainder of the contract term minus the cost of any service or claims. Depending on where you live, you may also be charged an administration fee (up to one month's payment). This fee will usually be subtracted from your refund of prorated contract fees.

If you're selling your home, you can transfer the warranty to the new buyer. You'll also need to call American Home Shield to complete the transfer.

Customer Service and Claims Process

American Home Shield uses a network of licensed, independent contractors to diagnose problems and make repairs.

You can make service visit requests online at any time. American Home Shield's website does not offer much information about response times, though many reviewers indicate the company generally has quick response times.

What Customers Are Saying

American Home Shield is a top-ranked home warranty company on BestCompany.com. This high ranking is due to the high ratings and praise received in thousands of customer reviews.

Roughly 71 percent of American Home Shield reviews on BestCompany.com are 4 or 5 stars. Praise includes quick claims processing, fast repairs, helpful and informative customer service, work completed by qualified contractors, quality replacements, and affordable repairs.

While many of these reviews report an overall positive experience with the company, some note that repairs can occasionally be slow.

Although American Home Shield has primarily positive reviews, about 17 percent of its reviews are 1 star.

Complaints in these reviews include miscommunication and difficulty communicating with customer service, significant delays or unresolved claims, dissatisfaction with coverage, dissatisfaction with the cancellation policy, and problems with contractors. Some of these problems include tickets being resolved when no visit was made, poor workmanship, and additional damage caused by contractors.

Despite these complaints, American Home Shield is competitive for the industry. Its star rating is close to the average star rating for the industry, it has one of the highest review counts in home warranty on BestCompany.com, and it has a higher net promoter score than the industry average.

The net promoter score measures the likelihood a reviewer would recommend a company to friends on a scale of one to ten, with ten being the most likely. Best Company reviewers are 14 percent more likely to recommend American Home Shield compared to the industry average.

The Bottom Line

American Home Shield is a recommended company for the breadth of its warranty plan offerings and high customer ratings.

Whether you're a homeowner or in real estate, American Home Shield offers a home warranty to meet your needs. You'll be able to choose from plans with varying levels of coverage and have the ability to add coverage if needed. The array of options and ability to customize your plans makes it easy to find a good plan.

American Home Shield is a top-rated company thanks to the positive customer reviews it has received. Reviewers are generally satisfied with the coverage, service, and response times they received from American Home Shield.

As you consider an American Home Shield warranty, pay attention to limitations and exclusions, and be aware of the issues that you may experience working with the company revealed in customer reviews. Many of these concerns could arise with any other home warranty company, and it's a good sign that most of American Home Shield's reviews demonstrate positive experiences.

Since minimal information about cost is available online, you'll also want to ask questions about pricing and compare these quotes to other companies. As you compare costs, note differences in plans and coverage to make a fair comparison.

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16,013 Reviews

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Eric Phillips Dallas, TX

We had 2 service requests in the last few months since we started the service. The first request was fine, no issues. The second was requested on 9/28/2021 regarding our dryer. We had no contact from the contractor for a week. I tried calling them and the number always rings to a generic voicemail and the calls are never returned. I called AHS again and was told that they would change the contractor that day. It never has been changed. Finally I called yesterday and had AHS refund the service charge. I don't know what the problem is but this is not good for our second interaction with AHS. We were gifted a subscription that ends later this year an d we're already looking for alternatives.

21 hours ago

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Clay Emerich Fort Worth, TX

I have a microwave which needed repair. AHS was quick to send out a tech. The tech made the repair and the unit seemed to work fine. Then, 3-4 weeks later we encountered the same issues and called for a repair. I was charged an additional service to repair the same issue. The tech came out and replaced the part and the unit seemed to work fine. Two days later we called again for the same issue. The tech came out and installed the part but after testing the microwave found that it was still not working properly; i.e., this was a recurring issue. A new "higher quality" part was ordered. After 10 days the part arrived and was installed. However, after installing the "higher quality" part and testing the unit, the microwave continued with the exact same issue. AHS decided a complete new wiring harness should be ordered. The wire harness replacement idea was soon scratched and new unit was ordered. Unfortunately, it took AHS over six weeks of me not having a microwave, and multiple calls to AHS before the microwave was approved for replacement. I'm giving two stars for no other reason than it took 6+ weeks without a microwave before the replacement was approved, plus the fact that all communication regarding this issue was being driven by me (I NEVER one time received a call regarding the status of the repair), multiple rearranging of schedules in order for either my wife or I to be available for the tech, plus the fact this problem, overall, took a total of 10 weeks to finally resolve. Yes, they did finally agree to replace the microwave, but that's because they are contractually obligated to do so after so many attempts to fix the machine; so they get no stars for doing something they're contractually obligated to do. I don't give extra stars because I paid someone to change the oil in my car; it's what they're obligated to do. Finally, had the service company not told AHS the microwave was a fire hazard, in my opinion there's a 99% chance I would still not have a functional microwave AND we would be continuing down the road of exploratory repairs. For the record, the microwave was ordered today and I am still with a microwave. If history is any indication of how this will go, I expect to be without a microwave for another 2-3 weeks.

1 week ago

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Reply from American Home Shield

Hi Clay. Thank you for your feedback. I am sorry to hear the issue with your microwave was not resolved to your satisfaction. I woud be happy to speak with you to address this matter further.

Oct. 6th, 2021

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Claire Arthurs Toano, VA

I'm disappointed, I had my dishwasher serviced 4 times for the same problem. The dishwasher needs to be replaced and it cost $100 every time to have a technician fixed the dishwasher and home shield is refusing to replace it. The money I spent every month plus 4 technician service I could have bought a new dishwasher.

21 hours ago

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Reply from American Home Shield

Hi Claire, Thank you for bringing your customer service experience to our attention. I would be glad to speak with you to reach a resolution to have the dishwasher repaired.

Oct. 19th, 2021

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Linda/Jacqueline Pustola/Couzens Surprise, AZ

I have been trying to get a copy of the contract for our second house since May. I even sent a certified mail, return receipt to corporate office in September. Still no reply or copy of the contract. What a waste of money to even try and correspond!

21 hours ago

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John Trenner Monterey, CA

The repair person came and worked on the washing machine, it worked for one cycle and now it doesn't. Called the repair person told him it was not working and he said he would order parts. Will see what happens, been without a washing machine for two weeks.

21 hours ago

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Reply from American Home Shield

Hi John, Thank you for bringing your customer service experience to our attention. I would be glad to speak with you to reach a resolution for the washer machine.

Oct. 19th, 2021

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Sheila Stone Silver Creek, GA

Always given a different phone number to return calls, IF I get a return call from an agent. Have only been able to talk to the same agent ONCE. Contract says I will get charged the deductible untill the contractor actually shows up BUT I am about to dispute a charge because the contractor did not show and I have already been charged.

1 week ago

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Reply from American Home Shield

Hi Seila. Thank you for bringing your billing concern to our attention. I am sorry if ther was any misunderstanding as to when your payment would be charged. I would be happy to speak with you to discuss this matter further.

Oct. 11th, 2021

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audrey kostecky Merced, CA

my dryer stopped working in June, not fixed yet, I was suppose to get a check for 850. for a new dryer, I was told this 2 weeks ago still no money & I find out it does not pay what the dryer is the time I get it here & installed, it is to come to my home this Friday.

1 week ago

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Reply from American Home Shield

Hi Audrey. Thank you for taking time to write a review of your experience with the dryer. I am sorry to hear that you have not received the payment. I would be happy to speak with you to address this issue further.

Oct. 11th, 2021

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Barbara Smith Rancho Mirage, CA

Very frustrating. I was greatly inconvenienced during the service of my washer. It went on roughly from Dec 2020 for 4 months. Service people could not diagnose the problem spent all of 15 minutes in my house 4-5 visits later over that time it still was not fixed

1 week ago

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Reply from American Home Shield

Hi Barbara. Thank you letting us know about your experience with your washer. I am sorry to hear you were without your washer for 4 months. I would be happy to speak with you to discuss this issue further.

Oct. 11th, 2021

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Zuzanna Mendez Crystal Lake, IL

So far not so great. Someone was suppose to order a part for my broken fridge and after waiting the 10 days it turned out nobody ordered it. So I have to wait additional 10 days. Plus a few additional days of waiting in between for communication between you and the contractor’s company. So far I’ve been without a fridge for more than 3 weeks. Horrible communication and very long hold/wait time.

1 week ago

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Reply from American Home Shield

Hi Zuzanna. Thank you for letting us know about the delays with getting your refrigerator repaired. I am sorry to hear the issue has not been resolved. I would be happy to speak with you to further address this matter.

Oct. 6th, 2021

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Danyiel Louis Boca Raton, FL

So far it is poor to fair. Plumbing is suppose to covered however I was still charged for a strainer part for $75. Also initially they were going to charge me $75 to open the dry wall to access the pipe and $150 to close it up. Then I called AHS they said I have to pay for the strainer since that wasn't covered with my plumbing warranty. I feel that isn't fair and it seems like that should of been covered since it is all related to the plumbing. This was call was related to a leak in my bathtub. Currently, it was been two weeks waiting for them to close up the dry wall. I made 4 phone calls to get that appointment scheduled.

4 weeks ago

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Reply from American Home Shield

Hi Danyie. Thank you for letting us know your concerns with your plumbing service. I am sorry to hear you are disappointed with the coverage. I would be happy to speak with you to further address this issue.

Sep. 21st, 2021

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Kelly Cannon Norling Fort Lauderdale, FL

Roller coaster ride. Continually charged for technicians who are incompetent but the same technicians/service company continuously sent to cure what they didn’t fix previously. Over a period of 2+years!! I took records, spoke to numerous customer service agents who definitely tried to help me but never offered refunds or any other kind of re-enforcement for not actually fixing issues diagnosed. I appreciate the $100 flat fee as a single mother and that I have access to quick call and the company is dispatched etc. please update your policies on repeat calls to same address for same service, as your 3rd party vendors are taking advantage of long time paying clients.

4 weeks ago

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Reply from American Home Shield

Hi Kelly, Thank you for sharing your feedback and bringing your most recent AHS experience to our attention. I would be glad to speak with you about the customer service issues that have been experienced.

Sep. 23rd, 2021

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Dusty Rhodes Seguin, TX

Absolute 6 month nightmare to get dishwasher replaced. Called every week to find out what was happening and they kept giving me the run around. Yet for my microwave, it was done quickly and efficiently.

1 week ago

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Reply from American Home Shield

Hi Dusty. Thank you for your feedback regarding the service for your dishwasher. I would be happy to speak with you further regarding this matter.

Oct. 12th, 2021

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Sandi Olson Seattle, WA

I've had 2 service people come out, both left with the expectation that an estimate for further work would be sent to me. I've not seen any estimate from either and it's been over a week.

1 week ago

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Reply from American Home Shield

Hi Sandi. Thank you for taking time to let us know about your service experience. I am sorry to hear that you did not receive the estimate you were expecting. I would be happy to speak with you to further address this issue.

Oct. 11th, 2021

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Carolyn J Mroz Bridgeville, PA

I don't no why I even have it. 30 year old ac unit n they kept trying to fix it. It needed replaced so I did on my own. Now I had a plumbing problem cost me over $600 where did I save there? I have a leak in my ceiling n I'm sure it won't be covered.

1 week ago

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Reply from American Home Shield

Hi Carolyn. Thank for taking time to provide your feedback. I am sorry to hear that you have not been happy with your home warranty coverage. I would hpapy to speak with you to address this issue further.

Oct. 6th, 2021

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renee Crowley, TX

washer issues contractor came out fix problem 1.5 week later contractor came back out stated whats needed, on 8/4/21 parts ordered parts on back order I was told I needed to wait 21 business day before I could be offered replacement STILL WAITING.

1 week ago

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Reply from American Home Shield

Hi Renee. Thank you for bringing your service issue with the washer to our attention. I am very sorry to hear how long you have been without your washer. I would be happy to speak with you to address this matter further.

Oct. 6th, 2021

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Sandra Johnson Pittsburg, CA

None of the appliances that had to be replaced were covered in full, in fact for my air conditoner to be fixed I had to pay almost $4000 out of my pocket,now my water heater which I replaced brand new 10 years ago, is going to cost me $1100 in extra parts that are still practicually brand new,.I can agree with the cost of the Permits but here again I am paying for all of these extra items that I should not have to pay for: its getting ridiculous. AHS does not do what they advertise.

3 weeks ago

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Reply from American Home Shield

Hi Sandra. Thank you for letting us know about your coverage concerns. We are here to assist you. I would be happy to speak with you to further address this issue.

Sep. 30th, 2021

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George A. Crockett, Sr.

Not yet. AHS should have a section to help homeowner through your process when a job is not completed. We are unable to communicate to any live person. When we finally do they tell we have to get another person out to do something else, at our expense, before the job can be completed. Not all of your consumer to are computer literate and find it difficult to navigate your website. You need to rethink your customer service.

3 weeks ago

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Reply from American Home Shield

Hi George, Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

Sep. 29th, 2021

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Camilo Riveros Duluth, GA

Poor communication and false expectations from the agents. After filing a better business bureau complain, I realized the agent reviewing it didn’t put enough effort to better the situation. Instead, decided to go by what she has than to hear me out when I requested a call. My complain was very vague because it was too much information to write. She got confused with my request and think my complain is about a washer repair visit and it is not. This is also shown on a review posted on google, AHS responded with their so called resolution which had nothing to do with my main concern.

4 weeks ago

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Reply from American Home Shield

Hi Camilo. Thank you letting us know about your experience. I am sorry to hear that the issue was not addressed to your satisfaction. I would be happy to speak with you to further discuss this matter.

Sep. 21st, 2021

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Janille McCall Orlando, FL

My dryer quit working. AHS sent tech who said it was a bad timer, probably, so he ordered one. When the part arrived he put it in...but the dryer still kicked off. Then pulled the plug and said the outlet was loose. ?? He never looked at the plug. After he left to talk to his boss, *I* looked at the plug and saw that one of the blades was burnt. I called AHS, told them the story and they said they'd discuss with tech and get back to me but they wouldn't refund my $100 and would probably charge another fee because it would be another issue. There was more but bottom line I hired another contractor who put in a power cord and the dryer has worked fine ever since.

1 month ago

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Reply from American Home Shield

Hi Janille, I hate to hear about your most recent experience to have the dryer repaired through AHS. I would be glad to speak with you to assist with a resolution.

Sep. 15th, 2021

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Carolyn redd Baltimore, MD

There only work 9-5 ,no weekends,then you have to wait all day for them to show up,I work during the day so I need someone to come in evening hours an or weekends

1 week ago

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Reply from American Home Shield

Hi Carolyn. Thank you for your feedback. We understand how important your time is. I would be happy to speak with your to further address your concerns.

Oct. 12th, 2021

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Jeannette Bell Long Beach, CA

Just not happy with the service. It takes a long time to get parts, I've had a rude and very disrespectful service tech. It takes a very long time to get parts, and what is this my washing machine was never fixed completely. I just got tired of calling and complaining about it.

4 weeks ago

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Reply from American Home Shield

Hi Jeannette. I am sorry you were not satisfied with the repairs for your washer. We appreciate you taking time to provide feedback on your experience. I would be happy to speak with you to further address this issue.

Sep. 21st, 2021

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TIRHZA K LOUIS Tulsa, OK

It takes entirely too long to have your issue addressed by AHS. It my biggest complaint is there's no way to speak with a manager when you have you have an unacceptable experience with customer service. I have called 10 times requesting a supervisor or manager and have been lied too repeatedly. Outsource outsourcing the customer service to India was a really bad idea.

1 month ago

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Reply from American Home Shield

Good afternoon Tirhza, I hate to hear about your most recent customer service experience and the delay to speak with a supervisor of AHS. I would be glad to speak with you to discuss a resolution.

Sep. 9th, 2021

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Tara Prien Austin, TX

Electrical contractor you sent - Great. However, the appliance contractor has been nothing but a disappointment, and I knew it from the beginning when trying to schedule the initial service. I even asked HS to get me another service provider, and you didn't. It will be 3 weeks total from request to repair (hopefully) for a simple thermostat and latch. That is outrageous. It is clear that HS is just contracting to the lowest service bid, which means low customer service in this case.

1 month ago

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Reply from American Home Shield

Hi Tara, I hate to hear about the customer service experience and delay in service to have the appliance repaired. I would be glad to speak with you to reach a resolution.

Sep. 9th, 2021

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Stegall Richmond, TX

I have been trying to resolve a single service repair issue for a month. Every time I call, trying to get the issue resolved, I am on the phone for an hour or more going over the specifics with yet another associate. The last associate I spoke with told me that to completely repair some sheetrock, which was damaged during the repair, "was not covered" , when I had already been told that to repair damage caused by on of their service partners was covered. Also, when you are on the phone with an associate, there if so much noise (others on calls) in the background, it is very difficult to hear and understand whar they are saying. I would not recommend AHS at this time!

2 months ago

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Reply from American Home Shield

Hi Stegall. I am sorry to hear that your service issues has not been resolved. Thank you for bring this to our attention. I would be happy to speak with to further address this matter.

Aug. 19th, 2021

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Ralph Roe Chula Vista, CA

I recently had a claim denied for my washing machine. Our washing machine displayed an error code mid-cycle. My wife turned off the washer and turned it back on. The error had cleared and she continued the cycle. I filed the claim that night. The repair company contacted us nearly 72 hours after our claim was filed and came the following Monday. She explained what happened to the technician from Affordable Services and Appliance Repair. I returned from work about five minutes after the technician arrived. He told us it was a bad bearing and departed our house about five minutes later and stated he had to submit his report. Two or three days later I received an email stating that the claim was denied because it was not normal wear and tear. The reason given is because my wife continued to use the washer - completed the cycle (used it after the error and leaking). I called AHS and was offered the chance to pay another $125 to another company who might write the report in a different way. Frustrated that the faulty seal or bearing was essentially blamed on us for completing the cycle doesn't seem right. The washer was full of water and clothes at that time. Since the error cleared, my wife completed that one cycle. After completing my call with the AHS service representative. I didn't think gambling with another $125 was wise and I used that money toward the purchase of a new washer. I called the repair company three times in the two days following the denial and left two voicemails. To date, almost three weeks ago, no one has returned my call. During the two weeks that we did not have a washer, we had to use a laundry service at a cost of $70. I also did much research on fixing this problem myself. Apparently a seal next to the inner and outer bearing began leaking which caused the bearing to fail prematurely. When I bought my warranty coverage, I was aware that a repair or replacement would be done at the discretion of AHS. I got neither. Needing a washer, we paid $939 for a similar washer to the one we had. Although I had one good (microwave) and one mediocre (refrigerator - took two visits and required us to put all our food in coolers twice) service previously, I can't justify spending $40 a month and then having to buy the appliance anyway. After two years of coverage, I am money ahead because of your warranty and thankful for that, but I am truly disappointed in the decision to deny this claim. Regardless of whether or not she completed the cycle, the repair would have been the same. I would like to be reimbursed for the washer ($939), or at least the cost of repair (local estimates indicate $500 - $600) for replacing the bearing. I was informed by Lou last night that this would be escalated and that I would receive a phone call today, but that did not happen. I know there are many home warranty companies and I chose AHS because you are one of the best.

2 months ago

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Reply from American Home Shield

Hi Ralph. Thank you for expressing your concerns regarding the service work order for your clothes washer. I hate to hear the problem was not resolved to your satisfaction. I would be happy to look into this matter further and follow up with you.

Aug. 11th, 2021

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Alan D Benjamin Friendswood, TX

They deserve a 2.5 but I couldn't round down due to 3 instances in the last 6 months and 1 that is ongoing right now. Their company has gotten worse over the years while they keep charging me more and they look for reasons NOT to do work. So the current item I'm dealing with is a dryer that needs a new heating element. It's been over a month now and our family has no working dryer. After I called and asked them what the hold up was then did they say the part that was needed was just order. NOT 2 1/2 weeks ago when the repairman requested it. My family is the one that is sufferring once again so what do they care.

2 months ago

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Reply from American Home Shield

Hi Alan. Thank you for your feedback regarding the issue with your dryer. I am sorry to hear this matter has caused such inconvenience for your family. I would be happy to speak with you to assist with a resolution.

Aug. 10th, 2021

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J. Suzette Amaya Las Vegas, NV

Every time I have to use my warranty, AHS sends out a company with poor customer service and poor quality work. The last time I used them I never got a call from the company that was supposed to come out to fix my garbage disposal, when I called AHS back to tell them I can't even get a hold of them, I asked them to send out a plumber, he couldn't even get a hold of them company to release my claim. He did transfer it to a plumbing company. And for the first time since we have been a customer from 1999 this was the first company that has ever come on time and gave excellent customer service. AHS should monitor who they are using, not just except anyone to service their customer. We are paying for a service and that's what we should get.

2 months ago

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Reply from American Home Shield

Thank you J. Suzette for your feedback and for taking time to let us know about your experience. I am sorry to hear that the issue was not resolved sooner. I would be happy to speak you to further address your concerns.

Aug. 4th, 2021

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JENNIFER GORMAN Hot Springs National Park, AR

I am the last person you should be wanting feedback for at this time. I have been with AHS for more than 30 years for 7 houses in 3 state. I am so discusted with the way your C.S. has gone down in the last few years. I am still waiting resolution on a payout for a fridge since last october. I have called your C.S dept at least 25 times and get cut off. I am told they have to speak to someone else and they will call back. Put on hold for 30 45 minutes at a time. The language barrier compounds the frustration. My last call I was told a supervisor from the payout dept would call me by the end of the day. I am still waiting....back

2 months ago

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Reply from American Home Shield

Hi Jennifer. Thank you for letting us know that you still have not received the cash out for your refrigerator. I would be happy to speak with you and assist with resolving this issue.

Aug. 4th, 2021

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Ali Cheaito Dearborn, MI

Created a request for a blockage in sewer line. First plumber recommended hydro jetting since he couldn’t get through with the snake. AHS changed the service request to ‘pipe leak’ and sent another plumber. He was dumbfounded when i told him he’s here to jet the line, said that his company doesn’t do that and he’ll tell AHS they sent the wrong guy. Next day, service request was marked ‘resolved’. Called AHS and they said the second plumber reported that there is no blockage in the sewer line. I explained the situation and that the plumber didn’t check a thing, but they said he’ll provide proof in 24 business hours and they’ll get back to me. 48 business hours later, I still have a blocked sewer line and had to leave the house because of a lying plumber and AHS, who haven’t called yet

2 months ago

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Reply from American Home Shield

Hi Ali. Thank you for letting us know about your plumbing experience. I am sorry to hear that the issue was not addressed to your satisfaction. I would be happy to speak with you to address this issue further.

Jul. 31st, 2021

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Earnest Pittman Winchester, CA

I have had two costly experiences with warranty service. The first time was being charged extra for a plumbing leak because the repairman stated it had limited access that turned out repairing the leak in three minutes. The second time was using the solicited air conditioner tune up program and when the repairman showed up, he found a defective part. Cost me $370 to have that repairman replace the part that should have covered under the warranty. The repairman never elevated the defected part to AHS and told me to write him a check on the spot because he didn'taccept credit card. Note the repairman could not give me a bill identifying the defected part because he said he had to take the check back to the office and wait for the check to clear. I never received the bill from the repairman. I complained to AHS and I was told that I should have initiated a new workorder when the defective part was noted.

2 months ago

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Reply from American Home Shield

Hi Earnest, I hate to hear about your most recent AHS experience with the companies that have serviced your home repairs. I would be glad to speak with you to get the issues resolved.

Aug. 19th, 2021

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Andrew K Dupree Seneca, MO

To start, I filed that my dishwasher quit drying in February of this year, AHS gave me an 800 number to call for sears service. Every time I called their prescribed number, I got some one I couldn't understand and they eventually hang up with me while on hold. In June of this year, I call AHS for some other service , they found me Joplin Appliance Repair which is local to me. 1st appt. was June 18th, Richard showed up at 08:05, said there was a bad switch and that he would have to order, left at 08:10am. Called to return and install failed temperature switch Monday 6/28 at 08:45 when appt. was set for 07:00. Richard was onsite a total of 20minutes. No, Teat check was done, so I ran a load of dishes and still no heating cycle. I called AHS again that issue had not been resolved. Joplin Appliance rescheduled for July1st between 08am and noon. Richard called me and said that he failed to reset the dish washer and that he could talk me through the sequence to do so. I did. I then ran a cycle through my dish washer with the same NO Drying results. Called and left messages with Joplin Appliance for a returned call... crickets!! So. in closing, I have paid my 100$ deductible and AHS has paid Joplin Repair $200.25, the dish washer has been in service for 3years and depreciated value verse amount already spent is of equal or lesser value. I am about ready to cancel AHS and go to a more reputable Home Warranty group. Andy Dupree

2 months ago

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Reply from American Home Shield

Hi Andrew. I am sorry to hear that you were not pleased with the service you received for your dishwasher. I would be happy to speak with you and assist with a resolution to this problem with your appliance.

Jul. 23rd, 2021

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SR Oakton, VA

Difficult to talk with a real person. Techs assigned (ie, plumber, electrician great) AHS agents need better customer service training!

21 hours ago

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Reply from American Home Shield

Hi SR, Thank you for bringing your customer service experience to our attention. I would be glad to speak with you to reach a resolution.

Oct. 19th, 2021

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Vyto Razminas Johnson City, TN

You charged me twice for two service calls for the same problem. The plumber did not resolve the issue with the 1st call.

21 hours ago

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Lorena diaz Beltsville, MD

Although they were able to assess my issue very quickly there is a lot of missing parts when it comes to customer communication.

1 week ago

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Reply from American Home Shield

Hi Lorena. Thank you for bringing your concerns to our attention. It is our goal to provide you with a good service experience when ever you reach us. I hate to hear this did not happen with your last interaction. I would be happy to speak with you to address any unresolved issue.

Oct. 12th, 2021

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MARIA HAIRSTON Suitland, MD

requested service in June for my refrigerator tech came out June 29 ordered part...I am still waiting for the repair to be completed it is now September 28th

1 week ago

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Reply from American Home Shield

Good morning Maria, Thank you for making us aware of your most recent AHS experience and the delay in service that has occurred to have the refrigerator repaired. I would be glad to speak with you to reach a resolution.

Oct. 7th, 2021

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Carol L. Dally Howard, OH

Just joined AHS one and half months ago. This my first experience with this type of company and extremely disappointed with vendor sent for a pre-season furnace checkup.

1 week ago

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Reply from American Home Shield

Hi Carol. Thank you for expressing your concerns about the vendor sent to you home. I am really sorry to hear that it was not a good experience. I would be happy to speak with you to address this issue further.

Oct. 6th, 2021

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Ernestina Diaz Pasco, WA

It has been the worst service, that I have ever received. I put a claim in . On June 2020 and I am still try to get it repair, I have nothing good to say about this company. My advice keep looking for another one .

3 weeks ago

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Reply from American Home Shield

Thank you Ernestine for taking time to let us know that your service issue has not been resolved. I would be happy to speak with you to see how I may assist with a resolution to this matter.

Sep. 29th, 2021

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Pat Clements San Carlos, CA

They are inconsistent. Sometimes their contractors are very good...other times, they send out a low budget group that is not what one would expect. Further, it is the hidden/small print items that are not covered that kill you.

1 month ago

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Reply from American Home Shield

Hi Pat. Thank you for expressing your concerns regarding the vendors and your plan coverage. I would be happy to speak with you to address any unresolved issue.

Sep. 14th, 2021

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Robert Mentz Saint Petersburg, FL

The vendor called stating their tech was hurt and they were delayed by a few days and AHS could not provide another vendor to replace them until possibly a week later ?!?! Not having a working AC in Florida in August for over a week....unacceptable service.

1 month ago

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Reply from American Home Shield

Hi Robert. I am sorry to hear that the problem with your air conditioning was not resolved quicker. I would be happy to speak with you to address this issue further.

Sep. 13th, 2021

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Erica Summerville, SC

Still have same problem. Called company out 2 times they fixed part of problems each time. It's 4am air is on but a boom then followed by rattling in the vents all the way til it turns off. I have called home shield 2 times and they have sent out a tech but they come and only fix half the problems each time

1 month ago

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Reply from American Home Shield

Hi Erica. Thank you for bringing to our attention that you are still having problems with your air conditioning. I would he happy to speak with you to further address the issue.

Sep. 14th, 2021

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Aaron Bulkley Richmond, VA

My A/C refuses to keep the house cool. During the last month when it was 90+, the AC wouldn’t work past 11am and the temperature would get into the 80s in my house. The assigned contractor said the system is technically not broken and AHS would cover a new unit.

1 month ago

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Reply from American Home Shield

Hi Aaron, Thank you for bringing this issue to our attention. I would be glad to speak with you to assist with a resolution to have the AC system repaired.

Sep. 15th, 2021

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Eloisa Red Oak, TX

They are not loyal to customers. They like to do patch work and the amount of cost paid by them is nothing. Monthly charge plus $75 for all visits for 15 years, then when you need them the most they require you to pay out of pocket what you would pay with out coverage for patch work they never will replace. Very disappointing

1 month ago

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Reply from American Home Shield

Hi Eloisa. Thank you for your feedback. I am sorry to hear you are disappointed with your home warranty coverage. I would be happy to speak with you to further address this issue.

Sep. 9th, 2021

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Erica Wells Baton Rouge, LA

Plumbing: I called to get my gas leak fixed. Tiger Plumbing came out to tell me that they needed to run a gas leak test which wasn't covered. I paid $100 for that! They will not refund me because he came out. AHS knew BEFORE they took my money that they don't cover the test. It's unethical to take it anyway.

1 month ago

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Reply from American Home Shield

Hi Erica. Thank you for providing feedback about your service experience. We are here to address your concerns. I would be happy to speak with you to assist with a resolution.

Aug. 31st, 2021

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Patrice M McCoy Covington, LA

I asked for an itemized bill from the vendor replacing my water heater. AHS was unable to provide that information. The vendor refused to send it to me stating I had to obtain from AHS.i do not have much confidence in the ability to send reputable repair services to my home.

1 month ago

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Reply from American Home Shield

Hi Patricia. I am sorry to hear that you did not receive the information that you requested. I would be happy to speak with you and assist with resolving this matter.

Aug. 31st, 2021

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Scott Hartley La Quinta, CA

I needed some duct work done and filed a request with AHS. They sent out a contractor who determined it wouldn't be covered by AHS. The contractor ended up doing the work and I paid him directly but I also had to pay AHS a $75 charge for a quote that all contractors do for free. So the job cost me more than it should/would have.

1 month ago

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Reply from American Home Shield

Hi Scott, I would be glad to speak with you about the ductwork service request and the service fee paid to diagnose.

Aug. 26th, 2021

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Victor LeGloahec El Paso, TX

They have 48 hour react time. Appears like they go out of their way to decline claims. Even if you show them the warranty covers it they won't. Need better English speakers some are terrible. Also no access to a supervisor. Plus never ever call you back when they say they will

1 month ago

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Reply from American Home Shield

Good morning Victor,

Aug. 27th, 2021

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Barbara Wolff Roswell, GA

I will let you know when the job of fixing my dryer is complete. It began July 29 and is still not finished. The company contracted by American Home Shield, Sears A&E failed to show up on three scheduled dates when I stayed home all day waiting. When I called American Home Shield they refused to assign a different vendor.

1 month ago

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Reply from American Home Shield

Hi Barbara. Thank you for writing a review about your service experience with the dryer. I am sorry to hear that Sears missed 3 appointments. I would be happy to speak with you to further address this issue.

Aug. 25th, 2021

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Daniel Horowitz Portland, OR

I’ve had two experiences. The first was The Absolute Worst Customer Service Experience I Have Ever Had. The second one went much smoother but the first was so excruciatingly horrible, the second did little to dent how much distaste I have for AHS.

1 month ago

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Reply from American Home Shield

Hi Daniel. I really hate to hear that you had a horrible service experience with our company. I would be happy to speak with you to address any unresolved issue.

Aug. 25th, 2021

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Sai Waynesville, MO

Hot water heater repair was good. Took longer that I wanted which resulted in water leaking all over my basement. AC unit going out was never address and my son had to sleep in 90 degree heat for 2 nights waiting on them to assign a contractor. I ended up calling one myself because my son might die in such conditions at night. I spend all night wiping him down with ice water just so he can sleep a little longer

2 months ago

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Reply from American Home Shield

Hi Sai, Thank you for bringing this issue with your AC system delay to our attention. I would be glad to speak with you to get the refrigerator repairs completed.

Aug. 19th, 2021

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Q Kinsey Indio, CA

Sent a plumbing company to my home that I don' believe was experienced and caused further leaks and issues. When I looked them up on Yelp, their reviews were terrible! How could AHS sanction such a company as part of their portfolio to send to clients homes. When I mentioned this to them, they said I had to use them again to come back and fix the issue! It was an act of congress to get them to send another company back out, and if that is their protocol, it is damaging.

2 months ago

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Reply from American Home Shield

Hello Q. Thank you for expressing your concerns regarding the plumbing vendor. I am sorry to hear that your plumbing issue was not resolved to your satisfaction. I would be happy to speak with you to further address this issue.

Aug. 16th, 2021

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