American Home Shield Reviews

I got the contractor back out here and they said, "Oh, okay. So here's what we're gonna do. We're gonna change your seal." So they changed the seal and they sent a different technician. They said, "Well, the door is not going to be very -- it's not going to be even. So you have to push it in from here. Alternate the way it's supposed to be." So I said, "Okay, that's a new seal. Maybe that's what needs to happen until it actually adjusts." It takes time for the seal to adjust.

The last time that the tech came out, he asked, "When did it last leak?" I said, "It was Friday night. And I was gonna reach out to you guys, but, of course, I could not because you guys were closed." They were out on Monday and he said, "Well, I can't really see anything. Everything is dry." I said, "Of course it's dry." So he said the only thing that he can do is just take a video. I took pictures of the water leaking. I'm not making it up. I look at the door and it is not even after installing the new gaskets in there and I'm baffled. Why does it keep doing that?

The technicians were really nice. It's just that having four service calls for something like that takes too long. That's way too long. My time is very valuable, and I have to be here when they come out. But they're polite. It's just that there are no solutions yet. Since they've been here, I've been monitoring it. It's just me and my wife. So there's not a lot of wear and tear on the dishwasher. But since they've been here, I have not noticed any leak.

I did everything online when I submitted the claim. I had American Home Shield for several years but back then, they did not have the nice technology. So I went with two different providers and I was not really impressed. The online experience with American Home Shield was really, really good. They did really well. I love that the technician is available where you can do a video. This way, you can eliminate an unnecessary service call. That was really good. So far, I'm really pleased with American Home Shield. Overall marketing, from the time I signed up with them until throughout, it's really successful. It's not pushy and everything is very, very clear. It might sound a little bit high on the deductibles, but they are customer-focused.

There were a couple times that we had some issues. I would call back and request for somebody else to come in and do what they needed to do because I didn't feel comfortable with them, and they didn't seem knowledgeable. At that time, my partner would stay there with them or talk to them, or come back and go, "No, you didn't do this. You skipped something.” That would be a call back to the company that was sent out, and back to AHS to go, “Hey, this person said they did this, and I went back and checked it, and they didn't.” One of us was always with the person that came in to service whatever we needed serviced.

The recent contractor just checked the unit. I was told when I first started with AHS to get my HVAC looked at every spring and every fall before summer and winter hits, and that's what I followed from what my dad told me. Unfortunately, we had somebody come out around the springtime, but that did not qualify to say that that was a spring tune-up. But it was because of the person that came out didn't know what they were doing.

They did not realize that the filter that went into the furnace is one of those removable, custom-made filters, and that you should vacuum it out first. I always had a vacuum cleaner that was down there because it was in all in the laundry room. But there was a Shop-Vac up there so they could suck that up quickly on both sides. And then they're supposed to go outside, spray it with a water hose and shake it out. You put it back into the HVAC unit, and the unit is turned on. And with the air coming the flow for it dries it out, and I would always go back down and double check it.

Unfortunately, in that time when that happened, it was off cycle at the time. I didn't get to do the regular spring one. So, when United Air Temp had to come back, but it’s trying to appease the Realtor that was helping the family get the house. They said, "You missed one.” I said, "Technically, no, we did not." They did what they were supposed to do, but the person didn't know what he was doing. I called back to AHS. I said, “I want somebody else back out here.” That was taken care of. They said, "We can send another one out at no cost where we're not gonna charge you for that fee.” That is what happened.

The refrigerator that we had was an LG. There was something with the compressor, but LG was aware of it. I called AHS because it stopped working. The only good thing about it at that time is we just had a massive snowstorm, and we still had a lot of snow on our deck and in our yard. We got out our water coolers and started packing that with the snow. We put everything frozen that we possibly could in there, and kept packing it because snow was still coming down. That was nothing that AHS could fix at the time because you couldn't even get into the subdivision. When that happened, we went about and just got our big coolers out and started packing everything in there. But they were able to get somebody within a reasonable amount of time.

I was a little shocked when I saw King Appliances come through instead of Everyday Heating and Cooling like they normally do. Every time I've had a issue with my AC, it has been Everyday that has been handling it. You get used to one service provider after a while and you're a little nervous about moving to a second one. But I'm very happy with how fast and efficient King Appliances was. It was a faster service call than I had ever had. At one point, I had put in an HVAC call, and it took American Home Shield three months to get the part that I needed. I was just sitting in the house in the heat of the year trying not to die. With all due respect, American Home Shield stepped up their game a lot.

The issue I had was when I had been given my estimate for it, American Home Shield sent an automated text message that said if I had any questions, to respond to the text message. I responded to it but I never received any information so going into the service call, I didn't have any idea who I was supposed to pay. But the owner of the company had also shown up to deliver the AC unit, and he had gone ahead and given me the information I needed, that I just pay them and that's it. Paying him was very easy but I wish I have had known that sooner because he had specified that he'd prefer a cash payment. I couldn't have the money on hand.

After that, they had to get underneath my house, so they had to remove some of the siding. The siding seems like it was put back fairly easy. But there is a spout sticking out of the side of my house that I don't believe was there before, that's constantly dripping water, and I'm a little concerned about that. I don't know if I'm gonna need to make another claim to have a plumber come and check it out. I'm not sure what the proper route to go about it is because they are contracted through American Home Shield. I don't want to call them and have them tell me I need to call American Home Shield, or call American Home Shield and have them tell me I need to talk to them, or just find out that the entire thing isn't covered, and it's my problem no matter what I do.

Then it was the same day that he left that it was still leaking, and I called them back, and I said, "What's the deal? When is my air conditioning going to be repaired?" But they had already closed the claim with American Home Shield. I had to contact American Home Shield, which is always a nightmare. I've had a policy with American Home Shield since 1990-something. A very long time. When I first sent an email and then tried to get ahold of the chat function, I called their emergency contact line. The rep was very kind, but she said, "This isn't the number to get ahold of anybody. You have to call customer service." I was like, “Okay. Get me to who I need to talk to." She said, "I'm not allowed to do that."

It's like this great big hush-hush that you're not allowed to talk to anybody there. And you have to do it all through the portal. The portal doesn't allow you to do anything except pay another $100, and I wasn't going to do that. And I got a little crabby. So, they sent me to deal with a man. And he just abruptly cut me off every time I tried to explain to him where we were in the situation. That I'm medically fragile, and that's why I needed air conditioning. Finally, he sent me to somebody who would take the reorder. ServLegacy was the company that did the air conditioning and I asked them to come back out again. This was finally Friday afternoon.

Then my son had a huge heat-induced seizure on Saturday. It was bad. I contacted them on Monday morning, and I said, "Okay. What is the plan for getting somebody out here to fix the air conditioning?" I told them what happened. Finally, it dawned on them, "We have to do something." So, they got the air conditioning guy to come out on Tuesday late afternoon. They said that he'd be here between 3:00 and 8:00. I asked him to come as late as possible. He got here at 3:20. He was talking with my husband about what needed to happen.

The guy has no clue how to fix the air conditioner. He finally said, "We're gonna need to cut this off the condenser part of it and take it outside and power wash it, and then bring it back in and reattach it and re-weld it back together. And it'll cost you about $3,700." My husband said, "Okay. Yeah. So, why?" He said, “It might be dirty on the inside." My husband said, “How do you know if it's dirty on the inside?" He said, "Because you have dogs." My husband just looked at him and blinked, and he said, "Okay. I agree with you. It might be dirty on the inside because we have dogs, but how do you know exactly?" Then the guy left, and he left his little booties that covered his shoes on my driveway. And all I could do, because I was so pissed, was just take a picture of it, and say, "Okay. Maybe he has a colleague that he knows that is going to come and do the cleaning part for him. Maybe he just comes out and diagnoses things."

Then on the estimate for the repair, it was 3,700 and something. It said that they only cover 10 pounds of Freon, and that I would be responsible for the rest of it. I said, "I just put in $300 worth of Freon that has to be recaptured," because it can't be let off because we live in California. But now, I'm going to have to buy more Freon at a ridiculous price again, when it wasn't the problem of having Freon to begin with, because he misdiagnosed it. Also, on the first visit, he said that we needed to have an ultraviolet light in there in case any mold grows. It's raining five gallons of water a day. Of course, water and molds going to grow in there because it's wet.

We're looking at $4,500 so far. And what if that's not the problem? I could buy a whole new system for 4,000 more dollars. Then I just looked at the letter from American Home Shield that it's been denied. So I went and bought two portable air conditioners so that I could live.

The other one that he told me about, that I didn't know about, was about the same spot over in the kitchen. I told him, “Go ahead. Let's do those. The second one that I called AHS about, the one over in my room, I'll do next year.” ‘Cause it wasn't that bad. But I was gonna get both of them done at once. But I didn't know about the third one. So, they went ahead and did the two worst ones.

I live in Houston. So, we had no rain in over three weeks since I had it done. Then we had a rainstorm this morning. And one of the leaks fixed- I even have a leak that wasn't leaking in the house that started leaking in my kitchen. I had to call AHS this morning. And they're sending them back out Monday to fix it, ‘cause I paid them to fix it and they didn't fix it.

But on AHS’ side, they're good. We're just having trouble with this company. I'm new to AHS. Only been with them a little over 30 days. And this was my first claim with them. AHS told me if I ever had to get somebody back out here to re-fix any problem that I made a claim on, it has to be the same company first. But if the same company refused to fix the problem that they got paid to fix, then AHS told me to call them back and ask to speak to a supervisor.

But I just got contacted by the company about an hour ago. And they scheduled a reappointment to come out Monday and take care of it. At first, the company acted like they didn't want to, but I was like, “But AHS paid y’all to fix it, and it hasn’t been fixed.” I said, “I need to call AHS and tell them you refused to fix the work that never got fixed in the first place?” And that was when they said, “No. We're gonna send out our manager on Monday between 10:00 and 12:00.” I said, “’Cause the problem that I'm having, I didn't even call y'all about. Y'all caused it.” Customer service-wise, AHS has been totally professional. They helped me every way. And they told me it would be under warranty. Anything that I had under my plan is under warranty after the work for 30 days.

In our experience, the technicians sent out seemed more interested in inexpensive, temporary fixes than lasting solutions. I also had concerns about the quality of the contractors and their reputations in the community. It felt as though the system was designed to protect American Home Shield’s bottom line, not its customers.

We held up our end of the bargain for 10 years. When we finally needed real help, we were left on our own. I will never trust American Home Shield again. In my opinion, this was a complete rip-off. Think carefully before giving this company your money, because when a major system fails, you may discover that your warranty isn’t the safety net you thought it was.

When a plumbing contractor finally contacted me, the earliest appointment was FIVE DAYS AWAY! Even worse, the contractor said my request was NEVER marked as expedited, directly contradicting what AHS repeatedly told me. To make matters worse, AHS CANCELED my original request without resolving the issue! They then attempted to submit another request while pushing to charge me a $125 service fee before even confirming a plumber.

AFTER FOUR DAYS OF WAITING, I HAD NO CHOICE BUT TO HIRE SOMEONE MYSELF! I found someone with the proper equipment and paid out of pocket to fix the problem. Now AHS refuses to reimburse me because the repair wasn’t authorized. WHAT WAS I SUPPOSED TO DO? Continue waiting with an overflowing toilet and risk further damage to my home? I pay for a home warranty expecting reliable assistance during emergencies. Instead, I received repeated promises, conflicting information, canceled requests, and absolutely no timely help.

FOUR DAYS. 9–10 PHONE CALLS. NO ASSIGNED PLUMBER. PAID FOR THE REPAIR MYSELF. NO REIMBURSEMENT! American Home Shield needs to take responsibility and reconsider reimbursing my emergency repair costs. WARNING TO HOMEOWNERS: Please research this company carefully before purchasing a warranty. Based on my experience, I cannot recommend American Home Shield. Extremely disappointing and unacceptable customer service!

AHS immediately denied the repair and insisted on using their own contractor for a second opinion. This took weeks to find. The second contractor came from 2 states away and spoke no English. Communication during the appointment was entirely via Google Translate. He agreed with the assessment of the first electrician so I thought we would be good to go. No such luck.

AHS again denied the repair, stating that to complete the repair would be considered an upgrade and they do not approve upgrades. I tried to reason that I paid them so when something breaks, they would fix it. Nothing in the contract states they won't complete the repair if a part needs to be upgraded. After all, most repairs are upgrades because the repair parts are new. They then offered me a "cash in lieu" option, which I was fine with. If they weren't going to fully repair the issue, at least some money would offset the cost. After waiting weeks for their offer, I was told the cash offer was $0. Again, citing the arbitrary "upgrade" reason.

Our contractual agreement is that I pay my premium monthly, and when a system breaks, they provide the repair to get it working, and when it can't be fixed, they provide the replacement. This company appears to be a money grab. I pay on time every month, and they don't come through when needed. I would not trust this company.

AHS cited a supposed inspection rule regarding the timing of my home inspection as justification for denying coverage. However, despite my repeated questions, they have been unable to identify exactly where this requirement is stated in my warranty agreement. They are willing to enforce a rule but cannot point to the written contractual provision supporting it. This is a serious transparency issue. Customers should not have to repeatedly contact a company just to obtain the contractual basis for a denied claim. If a company is going to deny coverage, it should be able to provide the specific policy language and supporting documentation in writing.

I am proceeding with a formal consumer complaint because I find AHS's handling of this matter unacceptable. The lack of transparency, inconsistent communication, and apparent reliance on unexplained rules raise serious concerns about its business practices. My issue is not with the technician. It is with American Home Shield's claims process and completely ineffective customer service. Based on this experience, I would strongly discourage homeowners from relying on American Home Shield. A home warranty provides little peace of mind when the company cannot clearly justify its claim denials or provide meaningful support when those decisions are challenged.

After several days without refrigeration, I purchased a replacement refrigerator on June 28 for $1,798.05. My household included my 99-year-old mother, who had medication requiring refrigeration, making the situation particularly stressful. I disputed the original diagnosis. On July 3, a second contractor inspected the refrigerator, addressed an electrical connection, and got it working again. In its written response to the Nevada Division of Insurance, AHS acknowledged that the second contractor identified a bad wire-harness connection, that this was a covered repair, and that the findings differed from the original diagnosis.

Unfortunately, I had already purchased the replacement refrigerator based on the original diagnosis and denial. Despite numerous phone calls, emails, and an escalation to Executive Relations, AHS declined to reimburse my replacement refrigerator or spoiled food, citing contractual exclusions. The Nevada Division of Insurance subsequently closed my complaint after concluding that AHS appeared to have fulfilled its contractual obligations.

The original refrigerator continued operating normally for months after the second inspection. I purchased a home warranty expecting protection when a major appliance failed. Instead, I experienced contradictory diagnoses, a denied claim, months of frustration, and nearly $1,800 in expenses. Based on my personal experience, I cannot recommend American Home Shield. I strongly encourage prospective customers to carefully examine the warranty's limitations before purchasing.

Now I’m on the phone for 2 hours. I get the next customer service and supposedly it’s the billing department, so I explain and she said, "We don’t have a billing department, let me send you to the escalation department." 2.15 hours now, the escalation person comes up and she does absolutely nothing. She said, "We cannot reimburse you nor credit you, nor honor the price." When those kind of business closes down and people will be surprised for some reason. Going to another company that can honor what they said! Bye bye AHS.

The second contractor confirmed the issue, and AHS eventually approved the claim. However, they informed me that I would be responsible for approximately $2,700 out-of-pocket, with the possibility that the final cost could increase after repairs began. They justified this by claiming the damage was caused by a power outage, something they were never able to prove. It became very clear to me that they were looking for reasons not to cover the repair.

Meanwhile, my family endured nearly two months of Houston summer heat without air conditioning while waiting for a resolution. In the end, we hired a local HVAC contractor and completed the repair ourselves for $1,850, which was substantially less than the amount AHS wanted me to pay. Based on my experience, AHS was quick to collect premiums but very difficult to work with when it came time to honor a significant claim. I cannot recommend this company. For reference - Plan: ShieldGold Plan. Plan ID: **.

This raises serious concerns about the company's ability to dispatch technicians in the event of an actual winter heating crisis. Finally, the cancellation process was incredibly frustrating. Attempting to cancel my policy over the phone took well over 20 minutes of navigating difficult hurdles and resistance from representatives. Between the lack of transparency regarding a 100%+ rate increase, the lack of local technician availability, and the difficult customer retention tactics during cancellation, I cannot recommend AHS to other homeowners.

When the tech finally came, he spent about three minutes in the crawl space, pulled out a dirty air filter, left it on the ground, left the system open, and said that was the problem. He had no filters in his van. He said the AC was fixed because the house "felt cool." It felt cool because my cousin had put in three window units to keep it under 80 inside. The AC was blowing hot air. When I told him it still did not work, he called me dumb and said I did not take care of my house.

AHS promised to send someone else, specifically not him. Four days passed, then AHS emailed me saying I had cancelled the request. I had not. After two more escalations, they scheduled new service within 48 hours. Same company. Same tech. He was hostile the whole visit. I told him I thought it was a breaker tripping, since the system ran a few minutes and then quit. That was exactly it. He fixed it in seconds, insisted he had been right anyway, and then tried to sell me a $10,000 system.

The worst part came after. AHS emailed me a survey and I gave him one star. That survey was supposed to be private and internal. Within an hour he was texting me, angry about the rating, and it went on for hours. I reported it to AHS. They said they would pass it up. Nobody ever contacted me again. I cancelled in October 2026. Even that took a transfer and five escalating discount offers with a script. If this company will not protect your private feedback from its own contractors, imagine how it handles everything else.

We have been members for almost 10 years, but I am canceling my contract after this latest debacle and I will never return. I tried several times to work with the company to explain to them why this offer was unjust and unreasonable, and did not fulfill their obligation set forth in their marketing, but they stubbornly refused to offer me anything close to reasonable. Beware. Stay far away, unless you want to lose money.