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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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S.C Burleson, TX

Applying for the service is very easy. And the technician is sent the next day. However, the technicians are too slow. After they make an estimate, there is no news. I think you have to meet the techs well. It took five weeks to fix the air conditioner in Texas in the middle of the summer. I couldn't stay at home during the day, and it was so hot every night that I couldn't sleep, so I could cut my electricity bill by 1/3. Plumbing took 6 weeks. Only 2 of the 4 faucets could be fixed. I fixed the microwave and dishwasher. It was much easier and faster than waiting for them to fix it. I don't know if I'll join the American Home Shield next year. But I definitely think it's better than other HomeShield companies.

20 hours ago

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Mary Margaret Franco Rowland Heights, CA

It's been a positive experience, even recommended you to my neighbors (they signed up). Your techs hand improved. You always sent from Glendale area and wasn't happy with their lack of professionalism and evaluation of the problem. I had a serious concern when you refused to replace my AC system. I was given 3 different reasons for denying. I had several contacts at your company, the most aggravating one with an Amy H (?). I hired a AC contractor and he said that's how you all work. It was frustrating and I was angry but stayed with you. Interesting that your commercials advertise "no matter how your AC system.........". That's a lie. Anyway, you asked!!

21 hours ago

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American Home Shield Customer Glendale, AZ

My interaction with the sales department, prior to making the decision to purchase the American Home Shield warranty oh, those interactions were good and mostly pain-free. However, all of the interactions with the American Home Shield customer service department, to include calling in to report a new event / claim, all of those interactions were tainted with a slight yet obvious language barrier because American Home Shield evidently uses an overseas call center for their customer service department. This has made my perception of American Home Shield I bit less than desirable, and as a result I did not give American Home Shield a 5-star rating.

1 week ago

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Audrey Kay Prewitt Paso Robles, CA

AHS generally does what it says it will. However, communication can take weeks, and in one recent experience months. I am currently waiting for an authorized reimbursement. It has ben 3 weeks and I dont kno if they recieved my email with the needed reciept attatched. My fingers are crossed. When I call the wait times are often over 30 minutes. However, despite the delay and kavk of communication AHS has come through in the past so my fingers are crossed.

20 hours ago

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Davina Ellis Richmond, VA

The warranty is explair thoroughly, I haven't received a hard copy of my contract. I expereince an awful with repair service which caused damage to my property. I have reached out to you on several occasion submitting a claim for damages and haven't heard from you yet. I have contacted the BBB to see what measurements I can take in resolving this matter. I'm in the process of writing a review on your site, because I was displeased with the service I received as well as the information relayed to me by the contractor you allowed to come into my home.

21 hours ago

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Tom Graves Chandler, AZ

I have had two issues, one was resolved quickly. The second issue, with my range and range hood was reported over a week ago. The assigned vender was supposed to come out about five days aster reported. He gave me a six hour window, from noon to 6pm. They never showed up, never called, just allowed us to wait. We have finally gotten the job reassigned,it have not heard from the new vendor. Working on two weeks.

1 week ago

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Mary Joliet, MT

only issue was nit having a plumber in our area and given a very long list of those we couldn't use, we didnt have time to call everyone to try and find someone who would drive to our location to give a quote and wait for authorization. we ended up paying out of pocket and fighting with AHS to get our deductible back. The process was stressful and the only reason we wont renew.

1 week ago

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Valerie Gondolfo Gold Canyon, AZ

I’ve been with AHS for a long time and I have had many service requests. Some things have been covered and some not. One situation had an extremely negative outcome. My dishwasher died and I never had it looked at, but when my refrigerator died a while later, I submitted a service request. It took a long time to get a repair person out, so I had to use ice and a cooler for several days. They looked at the dishwasher and refrigerator and reported back to AHS, and AHS decided that neither was covered because it must have been a power surge, which was not true because I have a special plug on my refrigerator to prevent that from happening.

1 week ago

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Willie Jones Dayton, OH

My last experience with AHS was not very good to say the least, I'm not feeling very confident with the way that the team handles the claims that are submitted, if it wasn't for the contractor that was assigned to my home and the way that they followed up on my claim due to the negligent claim processing of my clothes dryer , I would have been in a world of trouble , my claim was closed after I was told that I would have to pay an extremely high amount to repair my dryer by the AHS representative, I'm so thankful that the contractor stepped in and got in touch with AHS and then AHS decided to help with replacing the clothes dryer after nearly 20 days, I don't use the warranty much so when I need them I expect AHS to be there for me just as I pay them to do.

1 week ago

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Garneda Petersen Olathe, KS

I saw that the monthly price had gone up. Called them. The lady said they would put it to $49. I was fine with that. 2 months later, they raised the price by $20 a month. Called again. Had a nice rep but with broken English. I still don't understand. Seems like bait and switch to me!

20 hours ago

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Verlera A Keels Bladensburg, MD

When I first joined American Home Shield the plans were exactly what I needed. As the years progress, there were many changes which was not favorable for me. At present I am very likely to be changing my services with the company.

6 days ago

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Sharon Sno Waskom, TX

I have had the same person to come out to my house and the second time he came out and did nothing and said I need a plumber for my a/c unit I haven t calmed yet because I low I will have to pay $100 again and the worker that came and said that did nothing to earn my $100

1 week ago

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Robert Harry Cathedral City, CA

Lack of follow thru, poor choice of contractors, who never call you when they are late, or never show up. I contact American Home Shield about the problem they just recommend another contactor, who will reach out to me and never does. I contacted AMS about a ceiling fan, they charge me $100 when I reported the problem, and to date is have been 4 weeks and no fan replacement!banlye to damdlto erg slingfan repemofxa

1 week ago

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Diana Hall Boulder City, NV

Which one? It took months to get my oven unit. Then when I got it the thing didn't fit. AS said too bad. We got you a new one but we don't need to install it if it is the wrong size. They left it on my porch and I had to hire someone to install it extre $800.00. The electrician they sent to fix an electrical problem left and said they had no access to the breaker box because there were clothes in my closet. I had to call AS and ask why he didn't fix any thing? If you call them prepare for at least an hour wait on hold every time.

1 week ago

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J T Tupelo, MS

The compressor went out on one of my home a/c units. We filed a service report and a service man came out the next day. He had to order a new compressor which we were told could ONLY come from AHS and would take 7-14 days. It took the full 14 days! This was in the South during August, the hottest month of the year! The repair company said that they are not allowed to buy compressors from the local distributors where they could get the compressor in and installed in only 2-3 days. I am also unhappy with the designated HVAC service company. They always give me an estimate of my expenses, which are always several hundred $$ that I must pay, and require payment immediately upon completion of the work. Each time they come, they charge me for 2 or more pounds of Freon than they actually install, then I have to go to battle with them for several weeks to get a refund of the excess charges. I am still battling with them today for a refund that I should have received a couple of weeks ago. It's this way every time. I also resent that AHS will not cover the full cost of Freon, which I understand IS covered by some other home warranty companies. If an appliance must be replaced, AHS will provide only the cheapest, most basic replacement. They will not replace with a comparable unit. For example, if your is a nice or premium stainless steel model, it will not be replaced with the same make and model. When our stainless steel, top line dishwasher failed, we had to pay out of our pockets for the difference between a basic model and what we had.

3 weeks ago

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Reply from American Home Shield

Hi JT, Thank you for bringing this to our attention. I would be glad to speak with you to discuss your experience to have the air conditioner systems repaired.

Oct. 1st, 2021

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Helen Lockwood Charlottesville, VA

Most providers were excellent, others were good, but a couple providers were less than satisfactory with timeliness and with billing additional charges. Replacement items were not covered if they malfunctioned, and I was referred by AHS to the manufacturer's warranty division, which told me they didn't cover it either, as AHS hadn't handled the warranty on the item. Premiums were raised every year, so after the third year, my premium had doubled. Customer service was polite, but were sometimes difficult to understand, with rote responses. Only one customer service representative returned my call with information as promised, while several others said they would call back but never did.

4 weeks ago

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Cedric Tucker Universal City, TX

I have had four claims with AHS in the last six months. AHS assigned a technician to the work right away and they came within time limit, even sooner for issues needing. One problem (refrigerator leaking) was resolved at time of the visit. The first of the other three took months to resolve. A microwave door had to be ordered it took more than two months and when it arrived it was the wrong one. Another month and a half we final got the right one. The next was the upstairs air conditioner went out. The resolution required parts which, after tow weeks, have not arrived. The next problem (a water leak in the walk and ceiling) was quickly resolved. I have called AHS about the delay in the parts twice and the representatives were very nice and helpful; however, they could not find out what was holding up the parts. The.y both tried to call the purchasing department but no one answered the phone. They tried a second time and a recording said the wait time was two hours. We still don’t know the status of the parts. I experienced this problem before. My washer went out and could not be repaired. It took six months to wait for a new one. I don’t know the why there is so many problems there. Is it a lack of enough people to handle the parts or should you add another shift? Something needs to be done if you expect a 5 star rating.

4 weeks ago

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Ioannis B Tsounis Springfield, OH

Needed a repair so i paid a 100 dollars. They said the repairman was going to be in my house soon( it was an emergency). They took my money and no one show up. I ended hiring another person.

20 hours ago

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Connie Johnson Enid, OK

Was having trouble with AC they sent different companies each time until the last 2, =put bandades on each time instead of fixing the real problem. costing me $400.00 in service fees!!

21 hours ago

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Linda Kieft Indio, CA

We have had 2 service calls. The first one for the garage touch pad was a great experience. The second for our dishwasher has been a disaster. The repair company keeps canceling. They will not give an eta until the day of. Then they do not show and then call after the fact to cancel the appointment that was missed.

1 week ago

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Arlinda Hopson Antioch, CA

My first experience was wonderful and quick. However, my second experience was a nightmare. It took three weeks before I had a working washing machine. There was a lack of communication between AHS and the two different service providers and I was caught in the crossfire. I pray that I never have to go through anything like that again!

1 week ago

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Whitney King Olathe, KS

It is okay. They did replace our water heater but we still had to pay 600 dollars for the parts that connect the water heater. I really hate who they contract with locally. It’s usually some business that no one has heard of and has crappy reviews.

1 week ago

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Sandra Atkinson Altamonte Springs, FL

It’s a good product for the most part. In recent years, after moving to Altamonte Springs, I have had a couple of issues with two of the vendors they sent to fix (1) plumbing- leaking faucet and (2) dryer repair. I was less than satisfied with the end result. The dryer repair was a nightmare that lasted over three months and required calls to the customer service offices at AHS headquarters.

3 weeks ago

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Marlon Griffin Spring Valley, CA

My experience wasn't the best one. The plumber they sent over try to swindle me into an insurance claim, and told me that he was going to change my faucet but never did. At least he fixed my garbage disposal. I am still waiting for their appliance consultant to come and fix my appliances, it has been 3 weeks, hopefully I will hear something soon...

4 weeks ago

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Cheryl Glodowski Covington, GA

I needed to clarify information on a repair I was having done and all the phone numbers I could find were not taking me to an AMERICAN. I do not want to speak to someone in India who I can barely understand 1/2 of what they are saying, and they could not figure out for the longest time what I was trying to convey. This is AMERICAN Home Shield. Come on....this is very very poor customer service. I will not be renewing my membership next year. I will find a company that uses American people to serve American people.

4 weeks ago

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Robin E Watkins Oakley, CA

The service is a hit and miss gamble. It's getting too expensive as well. The money I pay you would have paid for news appliances. Getting ready to drop the service soon.

21 hours ago

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Kathy West, TX

It takes way too long to get someone out to see what the problem is and then waaaayyy longer for them to get parts and come fix it!! At best you wait a month!

21 hours ago

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Michelle Adams-Walton Leander, TX

The service is much better than in the past, but being on hold for more than an hour when I needed help, on more than one occasion was a waste of my time, and is unexcusable.

21 hours ago

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Sonya Oubre Victoria, TX

Made a repair request. Had a very hard time getting ahold of the company. The a/c repair company came 3 weeks ago. Wrote report about what needed to be done. I haven’t heard back from the company or American Home Shield.

1 week ago

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Reply from American Home Shield

Hi Sonya, I hate to hear about the delay in service that has been experienced to have the air conditioner system repaired. I will be contacting you to reach a resolution.

Oct. 7th, 2021

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Gary Griffith Abilene, TX

Limited coverage with the upgraded plan. Encourage everyone to read the fine print and the full policy. A lot of items are not covered. Try to get assistance with a clogged drain line to find it was not covered because it was not considered the main sewer line. so the drain from my washer and kitchen would never be covered because they consider it to be a branch off the main sewer line.

17 hours ago

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Roy Klein Austin, TX

This would have been a 5. based on previous experience. But this time, AHS has done nothing to find out why the 2 appliances I submitted a work order on about 2 months ago have not been fixed. If they cannot be fixed, then don'tthey need to be replaced? Yet it seems that AHS is not wanting to do that.

4 weeks ago

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Reply from American Home Shield

Hi Roy, I hate to hear about the unresolved appliance service request. I would be glad to speak with you to assist with a resolution for repairs.

Oct. 4th, 2021

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Alston Walker Portsmouth, VA

We have been waiting for a resolution to the problem I’m having with my central a/c unit since June of this year. 3 months later and at the end of the summer and this issue is still not resolved. Even after being told that there would be a payout,there is still no satisfaction

4 weeks ago

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Jennifer Newsam Fayetteville, GA

Mixed reviews on the company. We have submitted several request with the company and the online process makes it easy but it becomes difficult when you have to speak to someone on the phone This week we spent over an hour an hold waiting for an answer regarding an open request and we never did get a full answer. The companies AHS sends out to homes are also mixed, some are good and others we would never invite back to our home.

1 month ago

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Dori Anderson Dallas, TX

2 issues first my refriderator was working then not working on and off your service guy said well that day it was working so he said can't do anything about it waste of 75.00 I went to Lowes and bought a new refrigerator / second I had service call for toilet and shower leaking guy fixed toilet in 10 minutes he saw that shower was leaking thru ceiling but said I should have cut a hole in my ceiling so he could see where exactly water was coming from so he did nothing

1 month ago

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Marjorie Curri Jacksonville, FL

neutral, WHEN MY HOT WATER HEATER WAS INSTALLED, MY FUSE BLEW, HAD IT REPLACED, AMERICAN HOME SHIELD ASSURED ME IT WAS NO CHARGE, BUT WHEN WHEN TECHNICIAN WAS TO RETURN TO SEE IF WATER HEATER WAS WORKING, HOME SHIED STATED I NEED TO PAY ANOTHER SERVICE CHARGE, THIS WAS VERY POOR SERVICE ON YOUR PART, NOT TO MENTION I HAD TO PAY A PORTION OF THE HOT WATER HEATER.

1 month ago

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Daryl J Edwards Laurel, MD

For the most part my experience has been good. However the last plumbing company gave me attitude because I was asking questions. They left without completing the job. They didn't even bring tools in on the first visit. And when they came back the next day, having punished me for asking direct questions then they lectured me about not having done the job the first visit because they didn't like my attitude. AHs DID NOT ADDRESS MY CONCERN OVER THIS ENCOUNTER.

1 month ago

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Linda Jones Citrus Heights, CA

My experience with AHS has been an experience. They advertise if it can't be fixed then they will replace it. My compressor is going out in my air conditioner and the technicians they sent out recommended replacement. Even with having a home warranty they aren't replacing it. They did contribute $1300.00 towards the bill. In my opinion that's not holding up to their policy. I'm very disappointed that I am having to pay for the units being put in even though I have a home warranty.!!!

1 month ago

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Sara Neale Half Moon Bay, CA

It has mostly been ok. There are communications issues I wish were more streamlined. We had requested service for our exhaust fans in bathrooms. Then electrician sent by AHS recommended replacement as they were old and not functioning to standards. He said he would submit the request. That was 3 weeks ago... still waiting to hear from AHS. The request says service closed online, so not feeling optimistic the job will be completed to the standard I would like - which is following the recommendation of the service provider they sent.

1 month ago

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Warren Florissant, MO

Incomplete Service, my refrigerator was replace by Sears but the old one was not taken which my contact does cover. Sear said they have told American Home Shield this before, because they don’t have a vehicle to pick it up with, yet they are dispatched to our home. The new refrigerator set in the garage close to a week because they couldn’t find the shut off

1 month ago

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Doris Rhodes Fayetteville, GA

It is almost 3 weeks and I am still waiting for my air conditioner to be repaired… I am in Fayetteville Georgia and the vendor assigned to me is Xtreme heating and air company… they have not been in touch with me nor are they returning my calls… it is very hot and Georgia and I have family members with underlying conditions… can you please help me get my air conditioner fixed?

1 month ago

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Lisa Philadelphia, PA

Overall it’s been good but the communications at times with some agents lately has been extremely frustrating. Or takes more to explain things. I have to request to speak with a supervisor. I understand your call center is not here in the states and I try to be patient. Most times things have been fine but as few times they have made a already stressful situation of needing service, even more stressful. Last week I had water back up in my basement and still progressing. The agent told me to wait 2 days. I was already upset that the request for a return repair I submitted on Saturday was canceled out by your system because it didn’t read it as a return. Monday I was expecting a call for service so I called myself and that’s when I came across this agent that told me to wait another 2 days. We didn’t realize it was still accumulating over the weekend. Slow but still steadily. I could not wait 2 days. He first told me he didn’t see any calls for the toilet to begin with even though a ahs plumber had already been out 3 times. I asked for a supervisor. He told me one wasn’t available. We went back and forth. I told him them get someone else to get on the phone. He kept telling me to call back in. I refused because I didn’t want to start all over again. Eventually someone must have helped him because he pulled up the visits for the toilet and finally said he would put the repair in as expedited. Luckily the plumber was familiar And they squoze me in the next day.

2 months ago

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Dennis Williams Bakersfield, CA

Fairly good. Only one issue, and it's a BIG one. Three weeks without air conditioning. No reason for that!! Customer service has been extremely slow. In addition to that, the customer service agent couldn't explain why the "out of pocket" price was so high. Stated that I needed to contact the air conditioning company and ask "why the charges are so high"? When I contacted the company and asked that very question, it was simply that my policy didn't cover the refrigerant. Why couldn't American Home Shield tell me that? It would be nice to speak with a representative that was easier to understand as well!

2 months ago

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Lauren Brooks Conroe, TX

We really liked them last year. We had a couple of appliance problems, and they were really great with good customer service. This year, our AC went out, and it was a completely different experience. The AC company that they work with is extremely shady. The guy who came to go over numbers with us was the most bullying salesman I have ever encountered, and was so rude and off-putting that I got rather contentious with him. Once he figured out that he couldn't take advantage of us, it was clear he was ready to leave. Then, he told us that AHS would be paying $2000 (and was still going to charge us a huge amount out-of-pocket), but when we went to ask for a cash-in-lieu offer from them (because we didn't trust him to do the work or give us a fair price), they said that he invoiced them for $340, so that's all they would give us. They had no process for appealing or changing that number. I think that the AC contractor (Air Dynasty) is charging them practically nothing so that they will continue working with him while trying to get all the cash out of the customer, but telling the customer that AHS is paying a lot more so that they don't feel unfairly treated. I could never get them to understand that or even to send me the invoice that he had sent them, so all I got out of them for a $10,000 AC replacement was $340. I would say, if someone has old appliances, it may be worth the investment, but with issues involving more labor such as AC and plumbing, it is not worth it.

2 months ago

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Felicia King Bellwood, IL

The experience I had they sent out masterpro to my home bad service they kept stating it was the lint screen and I told them that was not it. I purchase a new one and dryer still did not dry call masterpo manager said because I gave her service tech bad review he will not come back out and she as a manager rude which I did not want that tech back out he was here like 15 minutes. That company American shield sent out there should drop them and read the reviews with company and manager one star. When I tried to to speak with manager at American took three days kept getting the run around until my son tried and told them we not hanging up. After all that American shield got A E factory out and Dave service tech was excellent and he died the problem and it's like I have a new dryer.

2 months ago

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Ronald Bransford Schertz, TX

Generally on simple request AHS does well. Now trying to replace a water heater recently it has taken almost two weeks for AHS to move on the issue. I spent countless hours trying to resolve issues with overseas call centers that were useless. AHS essential has customer service agents that must work in closets without any contact to other AHS departments and can only read from scripts. Worse if you call more than once the narrative changes. The call center agents have no understanding of the issue or how to resolve it. The customer has no means to recitify a problem with an AHS decision of repair. The customer agent doesn't apparently have that tool either. Corporate resolution is not possible since the executive staff is insulated from the customer. While after doggedly pursuing a resolution the service provder was able to convince AHS to change their decision of repair.

2 months ago

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Eva Narvaez Dickinson, TX

Very conflicted on my answers, up until recently I have felt very positive about AHS, but issues with an air conditioner claim has rapidly changed my outlook. I have spoken with a customer rep twice and both were polite but seemed limited on the information they could share with me. I have requested copy of my contract and copy of cost of materials neede for repair and have yet received them. I would love to be able to speak with a person authorized to address my questions but it seems difficult to do so and this causes trust issues. We have heard some unfavorable stories of other’s experiences and I am hoping for better results!!!

2 months ago

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Michael Johnson Murrieta, CA

I thought I wasn't supposed to.pay out of pocket to the vendor that shows up. My last service request, they charged me $100 for labor.

21 hours ago

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Lisa Saint Augustine, FL

Good if you're repair is not urgent. Mostly they do stand by their repairs but if you need something repaired quickly not always possible.

21 hours ago

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Karen m Buchholzer Lady Lake, FL

The only problem is a/c when it's out and 100 plus degrees and you gave to wait for days. I had to call another co. And it cost me over $200. 00

21 hours ago

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Tom Carlson Humble, TX

Refused to pay for a very simple faucet repair saying I needed to "expose the internal parts of the faucet", this I paid $100 for! Never again!

6 days ago

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