On July 4 the AC unit was starting and stopping on a continuous basis. At 5:00 am I entered the required information online and a little after 8:00 am I received a call from Royal AC. We set up a service call for the next day. The technician called in advance, arrived on time, diagnosed the problem and fixed the system. I was very pleased at how the process worked.
Contractor was available sooner than expected to repair air conditioning. Parts were approved promptly by AHS and contractor was able to get parts and repair the air conditioning in less than 2 hours. I was impressed with the prompt scheduling since I entered the service request via the internet.
My central air conditioner didn’t work one day. I called up American Home Shield and they took the information, said they would contact their local representative. Around 20 to 30 minutes later, the rep called me and set up the appointment for the very next morning. And when I say morning, it was before 8:00 a.m. that the contractor was there, which was perfect because it was a workday. He pulled out some test stuff and checked it and wham, changed out a part, and it was done. It took about half an hour and it was immediate. He was fantastic. I also added my major appliances and stuff so I upgraded my services with AHS when I bought the house. It's been very good and there were no issues.
I filed a claim to American Home Shield for a garbage disposal and my experience was great. The technician was out the next day and said that it's torched. He went out and got a new one, and was done before I even knew it. I was very pleased because I had just bought the contract two months before that.
I have two air conditioners and both went out within a week. I submitted the claim over the phone because I wanted a specific serviceman. I’ve had real good luck with one company and they came out and did a good job. I pay them a yearly fee to upkeep the thing so it makes sense to have them come out and fix it when it breaks. The representatives have been pretty good too. I had one bad problem and it was the vendor coming out, not American Home Shield. But AHS did the best they could and ended up giving me $100 credit.
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I filed a claim to American Home Shield by phone for a washing machine repair. I usually get contacted by their technician within 24 hours and so far, they’ve been very courteous and very responsive. Their work has been very acceptable.
I have two policies with AHS. Both of them had air conditioning issues. I submitted the claim and the process was very easy. It's automated. You just call in then it walks you through the prompts and you answer them and then they have somebody call you. I've put my claim on Sunday night and I got called at 8:00 o’clock the next morning and the technicians came out at 8:30. They're very professional, know what they're doing and they fixed the problem. There was one time that the contractor assigned to me could not get out here within the timeframe. I called AHS and told them the contractor won't be able to make it for three days and they assigned me to somebody else. They're pretty straightforward. You get what they promise you're going to get.
I recently filed a claim for my air conditioning unit with American Home Shield. I did it in the evening and the appointment was scheduled immediately. The technician got in contact with me the next day. The service was very good and they were able to resolve my AC issue in about 3 days. They were very nice.
A/C Repair - The technician was punctual, prompt, and efficient in relation to my appointment. He came back to my house a second time on the same day to accommodate me since the first one he installed was not working properly. He has a fan for life in me.
I had an air conditioning problem and submitting my claim online with American Home Shield was pretty easy. The response from the contractor was pretty quick and they’ve done a good job so I haven’t changed. I have the same technician who comes. My experience with AHS has been pretty good. They're friendly and the value is there. I've recommended them out here.
My most recent AHS claim was for my home air-conditioning system. I filed the claim easily. We contacted AHS over the internet to send someone over and a contractor contacted us within 24 hours. AHS is quite good in making sure of that. Then the technician came and was very good. He checked the system and confirmed that a major component in the air-conditioning had broken down. We were given the option to either repair the unit or do the cash-out option for the equivalent cost of the repair. As the system was 28 years old, we took the cash-out option and replaced the entire system instead. It was a straightforward process and though it took a bit longer than I expected for the cash-out checks to appear, everything went very smoothly.
I have two houses with American Home Shield and when we had an air conditioner issue a month ago, I filed a claim online to them. That's somewhat difficult in that it doesn't allow me to refer to prior problems. There are flaws with regard to not being able to put comments and requests for service online. I can do that when I speak to a representative and that’s the way we follow up. The problem with the representative is that they don’t have enough call takers on duty and it usually means that there's a delay of at least 30 to 45 minutes before I can talk to a call taker. The wait time is long which is one of my biggest complaints. Usually, within 48 hours, a technician contacts us. Sometimes it's within 24 hours. All of my service provider contacts have been over the phone and I haven’t had any problem with them. Overall, I've been satisfied with them and their work. I'd recommend American Home Shield.
I called American Home Shield and they sent a plumber out to look at the valve. It was actually locked up or frozen. The first thing I noticed is that the technician is very polite. He was very professional and just came in and did what he had to do. It didn't take very long to do it and he did a great job. It was one of those minor problems that you couldn't use the washer because of what he had to do. I have one thing that covers the whole house with AHS and don't have to worry about anything. I don't like the nickel and dime, extra for this or that, just a blanket price that covers the appliances, plumbing and wiring. I looked on the real estate sales, they said it was going to be $595 per year. I might renew it next year as well.
Hello Kelvin , I apologize for this situation that you are experiencing with your services. I value your feedback and the chance to resolve any issues that our customers may have. I will look into this matter and follow up with you soon. Thanks^DB
Original review: Oct. 18, 2016
We had a problem with our air conditioner so we submitted a claim to American Home Shield through phone and the process was very easy. It took about 24 to 48 hours for the contractor to contact us. We had two original technicians that came out and could not fix the problem. It took about over three weeks which happened around summer and that was a very uncomfortable time period. It seemed like they have a lack of knowledge about the system.
The first technician came out and did some stuff. Then it's reverted to another company. The second one came, did some stuff as well, but he couldn’t figure out the system so we called it in. When the technician called in the American Home Shield, he reported that there was no diagnostics in the heat of the summer, so AHS's interpretation of the worst no diagnostics meant that it was fixed when in actuality the technician couldn’t figure it out. We were left in a very hot house initially after that. A third technician came and he was very knowledgeable about what he was doing. He seemed like he was limited in trying to totally resolve it because he had gotten the house to cool, but the cooling temperatures did not reflect what was on the thermostat panel. Their company came back last week and did the panel around Friday. Our air conditioner's been fixed since then.
It seems like some of the assessments of what's fixed or not fixed needed to be re-evaluated by the company. The wording that the technician used in the middle of the summer would mean that the air conditioning was not working. I spoke with someone at management as high as I could speak with and explained to him that if I take a car to a shop and the people there can't figure out what's wrong with its air conditioner, I cannot say that it's fine and just drive away the rest of the summer without it cooling properly. Something is still not right. He understood that, but he had to go with what the technician said and that is no diagnosis.
It seems like AHS is not being locally available or not readily to see someone out. The technicians need to know the impact of what they're saying because if the second technician would have come out and said the same thing then AHS would have said that I'd pay another $75 fee because two people said that there's nothing wrong with it.
I found a hot water leak on Thursday morning. I called AHS to put a claim in and was assigned a contractor. After I had to contact them, I grew even more concerned when the person told me they would contact me in 3-5 business days to set up an appointment. I called back to AHS to voice my concern and had a customer service agent who was just wonderful. She found me a new contractor who was courteous and very efficient. Thanks to the agent I had a new hot water heater by Saturday morning! Many thanks to the agent who understood my concern and was so helpful that we did not have to replace rugs and flooring because the hot water heater was fixed before any damage could be done.
AHS customer service was quick to respond to my needs and assigned a contractor to my case right away. The contractor who was assigned to repair our air conditioning unit was very helpful and knowledgeable. They worked around my challenging schedule. The problem at first seemed straightforward, but ended up more complicated than anticipated. It required parts to be ordered, and an internal until to be disassembled - which was quite cumbersome for the contractor. Their competence was impressive and I would be happy to use them again.
Last year, I was on the verge of moving to a different warranty company. American Home Shield's phone reps were lying about a lot of things that I went over with one of the supervisors. The type of contractors that they were using were also not nearly the quality that they have today. But things now are good and they’re much better than last year. Their reps have represented the company well. This year, our experience with AHS has been good. When I called them for a water heater claim, the contractor contacted me within 24 hours and he was very good. He said that there were two things that could have happened and he fixed one of them. Then he didn’t have the part for the other, so he decided to fix that one aspect of it. The next day, it broke again, but very quickly the contractor responded and fixed the second part once they had the part.
Factual basis uncertain
Hello Steven, I apologize for this situation that you are experiencing with your services. I value your feedback and the chance to resolve any issues that our customers may have. I will look into this matter and follow up with you soon. Thanks! ^KB
Original review: Oct. 16, 2016
My experience with AHS network contractors have been disappointing. It appears some of AHS's contractors have a poor reputation and lack the skills/knowledge to complete repairs. My trust in the service with AHS is tied to the reputation of its contractors and the quality of work. At this time, I will likely not renew my annual contract and put the annual premium into a repair fund.
Example 1: I placed an order to replace a bathroom sink faucet and a leaking bathtub faucet in Summer 2016. The plumber sent by AHS did not perform quality service. He changed the washers in the leaking bathtub faucet with no problem. The bathroom sink faucet was a different story. The plumber was unable to replace the sink faucet due to corrosion and the part was broken. In his attempts to replace the faucet, he cause a leak with the hot water pipe underneath the sink by applying too much torque. I had to call the plumber to come back out to repair the damage. He attempted to fix it but the leak continued. I called AHS and they issued a recall. A different plumber from the same company came out to fix the leak and stated the first plumber did not tighten the washer enough.
The first plumber informed me that AHS would cover a new faucet and labor. However, the first plumber reported to AHS it was due to poor preventative maintenance. AHS informed me they wouldn't cover the new faucet. I told AHS my contract excluded pre-existing conditions, lack of maintenance, and mismatch systems. I had to contact my AHS account manager to explain the situation. I was asked to provide my home inspection to show the bathroom faucet was operating normally. Seven days passed before AHS ruled in my favor. I pick a check for a new faucet over the AHS plumber coming out to finish the job because I didn't trust the plumber to complete the job without issue.
Example 2: The bathtub diverter to the shower stopped working. I placed a service call to AHS. I asked for a different plumber this time. AHS honored my request. After the call, I searched for reviews on the plumber. I found they had a bad reputation and earned a grade of "F" from the Better Business Bureau (BBB). Several reviewers stated, "Don't let AHS send this plumber to your house." The BBB stated the plumber did not have an active contractor license and business license. I canceled my service call and found my own plumber.
I filed an online claim for my garbage disposal replacement. Then I had to call in to get it remedied because they were gonna take a couple of days. It’s easy to do the claim online but I don’t get the personal experience unless I call in. Plus I found out that if I called in, I could’ve gotten the same person we got the last time. It would be good if I could pick who I want to come out whether I call or do the claim online and not just get some random person. Nevertheless, the plumber was great and really nice. He was cordial, courteous, and quick. However, we had to reconnect our dishwasher. He had taken it off to disconnect the old InSinkErator and we had to fix it because it was leaking. It wasn’t quite on there correctly.
My roommate noticed a water spot in the ceiling so we filed a claim with AHS. I reported it on a Friday and it was opened up as a plumbing claim though my roommate wasn't sure if it was plumbing-related or not. The issue was that we requested that a plumbing/AC company be sent out on one call versus second guessing because it could be AC-related, too. On Saturday morning, we had spoken to a plumbing company, then a plumber and said that it wasn't plumbing-related. The plumbing contractor then let AHS know that they should send an AC contractor out instead. So the AC company then came out and handled it.
It could have been handled a bit faster because at that moment we felt it was urgent. We had marked the water spot a certain way to monitor its growth and it was growing. Our problem is that because we don't always have good access online, we have to rely on the landline to call out wherein we wait a little longer. However, then they want us to do stuff electronically which makes me feel like my message would go into the abyss. Besides that, both service contractors were really nice. They were easy to work with and explained everything thoroughly so all of that went under one claim. I would recommend AHS.
American Home Shield has been great so far. Their claim submission process is fine. When I did it for my air conditioner, I heard from the contractor the next day and the second day, they're out doing the repair. They're excellent.
Factual basis uncertain
Hello Tracy, I apologize for this situation that you are experiencing with your services. I value your feedback and the chance to resolve any issues that our customers may have. I will look into this matter and follow up with you soon. Thanks^DB
Original review: Oct. 15, 2016
My most recent AHS claim was regarding my washing machine that went out. This was the first time we've not had a very good experience. We were without a washing machine for a whole six weeks which was rough. We filed the claim on the phone and the next day the contractor called us and said that it would be a week before someone could come out. Except for one time when we had a plumbing issue and contractors came immediately the next day, it's usually a week before techs could come. Part of it is that there are technicians that AHS uses here in our local area at Central Texas but AHS always sends technicians from an hour and a half away in the Dallas or Austin area.
When the techs finally came out to check the washing machine, they needed to order a part so they could fix it which was gonna take another week. When they said that, we thought we could handle the issue for the first two weeks. But then they never showed up the day they said they were coming to fix it. That was very disconcerting because that was our grandson's birthday. They said they'd be there between eight and five and the party was at six so we felt that we'd make it. But as it got closer to five o'clock, we haven't heard from them so we called and they said they're on their way. We live out in the country and maybe that's why they're late so we thought we'd gonna hang on. Then my husband stayed and I went to the birthday party. After nine o'clock that night, they had not come. However, every time we talk to someone they said they're on their way.
The next day, we called the consumer line and said that surely techs could come today because they were reserved from yesterday but they told us that it would be two more weeks. That was hard to deal with. Then when they came back after four weeks, different technicians came and brought the wrong parts. When these techs looked at it, they realized that it couldn't be fixed. Then finally it was determined that it needed to be replaced so we called AHS. When we finally got to where we talked to somebody about the replacement, they said the replacement is gonna be two to three weeks. We told them that we can't do that, that they let us buy one and that they'd replace whatever they're gonna replace with an amount of money.
We ended up doing that and the person that we talked to then was very good. She called us back twice. We had a really good experience at that point when we did the replacement part. They did replace a certain amount which wasn't gonna cover what the machine was worth or what we had to replace it with but at least we got a new machine. We're on the go now. We're glad we hung in there.
After that, we were gonna cancel but we decided to go ahead and keep our AHS warranty because our other experiences have been good. I have still recommended it to other people. But another issue about American Home Shield lately for the last two years is that if I called on the phone, I'd be on hold for an hour and a half at least and if I ever hang up I start all over again. So it's a very long process and sometimes, I don't ever get someone. Also sometimes, when I finally talk to somebody, they tell me the same thing as the one before. Then they'd put me on hold for another hour. My mother who finally has AHS as well waited on the phone for two hours the last time she called. She was in tears that time as she had to wait that long and her whole life was on hold hoping somebody will talk to her. And she can't do it online.
When my husband finally filed online, we got a response email. Then when we were doing the replacement, we got a number wherein we can talk to a person. That helped. We then told that man to fix their phone line so I can talk to somebody instead of waiting for an hour and a half. The phone issue is a serious problem with American Home Shield.
Factual basis uncertain
Hello Edward, I apologize for this situation that you are experiencing with your services. I value your feedback and the chance to resolve any issues that our customers may have. I will look into this matter and follow up with you soon. Thanks! ^KB
Original review: Oct. 14, 2016
We are currently awaiting the 5th repair on my Samsung French Door, counter-depth refrigerator (RF23HCEDBSR/AA) purchased in January 2015. It has had the same problem 4 previous times in less than 2 years. Each repair temporarily fixed the refrigerator, but the problem returned after a month or two. I currently have an open service request with AHS. I am told that the parts are on backorder from Samsung with a 1 to 2 month delay. After 4 tries I have no confidence that the problem will be repaired.
I cannot live with a refrigerator that is not working properly for 1 to 2 months. Aside from the inconvenience, this is a health and safety risk. A health risk because the food may spoil and a safety risk because the tech AHS sent out said that he smelled smoke from the board on the back of the refrigerator. The noise of the fan hitting the ice is so loud that it is impossible to talk in the kitchen and it awakes us at night. So, if it doesn't catch fire, or let all the food spoil, it will ruin our sleep.
This refrigerator needs to be replaced. Yesterday, the AHS service rep suggested that I contact their Appliance Purchasing department that handles replacing "lemons" and transferred me to the department. I immediately heard a recording saying that "they were experiencing wait times in excess of 5 minutes." After 1 hour and 11 minutes on hold I hung up. I sent an email to appliancesupport@AHSlink.com laying out the problem. A response came back saying that they would contact me "as soon as possible." No response so far. I called back later yesterday and was cut off. I called back today and after 51 minutes on hold received a message saying that they were experiencing technical difficulties and could not "process" my call, and the call was ended. I immediately called back, and am now on hold again - 41 minutes and counting.
I called American Home Shield when I needed the garage door fixed and a technician got in contact with me the next day. He's very friendly and I like him. The service was very good. I would recommend AHS.
I filed an online claim with American Home Shield for a plumbing issue and got a technician respond within 24 hours. They get in contact with me timely especially if I do a claim on a weekend. The technicians sent are quite awesome and so far, the repairs done have been going well.
Factual basis uncertain
Hello Dave, I apologize for this situation that you are experiencing with your services. I value your feedback and the chance to resolve any issues that our customers may have. I will look into this matter and follow up with you soon. Thanks! ^KB
Original review: Oct. 13, 2016
All they do is charge you $75 to send someone out to tell you it's not covered. Got this "warranty" with my house, called numerous times, and either told it's not covered, or got overcharged for the actual service rendered. Want a synopsis?
Call #1 - pool heater not working... told it's not covered. Cost: $75. Called another company outside the warranty. Tech said the heater is tricky and requires training to learn how to work on it, and the guy AHS sent out probably didn't know how to work on it, so he just tried to sell me a new one. Nothing wrong with it that would not be covered under warranty. Cost to me: $200 (not including the $75 AHS charged me for the guy that didn't know what he was doing). Called AHS. They said no discussion allowed as it was already denied, and even now that it's fixed out of my own pocket, they would not cover any future repairs if necessary.
Call #2 - sewer smell, leaky faucets, possible slab leak. Fixed faucets, told smell was not covered. I was getting ready to lay down a new tile floor, and guy said there was no slab leak, so I laid the new floor. Sewer smell persists, and a plumber I paid for out of my own pocket verified that there is actually a slab leak. Now I have to rip up my new floor to fix it. (Probably not covered). Call #3 - water softener (installed with house) leaking... not covered.
Call #4 - upstairs A/C not cooling. Told it was low on freon. No other diagnostic completed, even when requested (where did the freon go, Einstein?). He put a few pounds of freon in at $35/lb warranty covers only $5/lb... out of MY pocket - ~$150. Tried to sell me a new system. Could have got it cheaper without the warranty. Notice a pattern here? Each time, they send out somebody to do a half-baked job and charge me $75. And it just ends up costing me more, because I have to go find my own people to actually do the work. It's a scam, pure and simple. Scam.
Recently, my dishwasher broke and filing an online claim with American Home Shield was easy. The next day, the contractor got back to me and the service they provided was awesome. I would recommend AHS.
We have five rooms at our bed and breakfast, and in one of the rooms, the power was out totally. I made the call to AHS and the contractor called back within an hour. He arrived within three hours, checked out everything, and didn't find anything wrong. It might have been a fluke or maybe a breaker just flipped, but he was very thorough when he checked out all the outlets. I was very pleased with his service and impressed that he came out on a Sunday.
Factual basis uncertain
Hello Michelle, I apologize for this situation that you are experiencing with your services. I value your feedback and the chance to resolve any issues that our customers may have. I will look into this matter and follow up with you soon. Thanks^KB
Original review: Oct. 12, 2016
AHS contracts with substandard repair people. Communication is sorely lacking. Sometimes repair people have shown up without notifying me that they had been assigned to the job. I had an emergency water/leak issue in my home. 4 days later a service person was assigned. By that time I had to have a true professional come out and repair the problem. Of course, reimbursement was out of the question. Next, my dishwasher broke. Repair people couldn't respond for 2 weeks. Then, they didn't have the correct part. A month later they fixed the appliance but left without anchoring it to the cabinets. They returned and did so.
Most recently, a cable on my garage door snapped. AHS sent a repair person out, but no appointment was ever scheduled. He showed up at my house and then called me at my work. Of course, I couldn't just leave. He let himself in and said he would contact me to set up a follow-up appointment. The problem is that I threw away the snapped cable as it was a hazard... sharp wire sticking out of it. AHS won't replace the cable that was obviously not repairable. Apparently their customers snap their garage door cables just to enjoy the hassle of dealing with AHS and their repair people. The BBB site shows 2% customer satisfaction with 98% being dissatisfied. Save your money and don't count on AHS for any semblance of professionalism.
I filed a claim online and it was pretty easy. The next day, a contractor got in touch with me and my experience with them was fine. They were professional and courteous. I would recommend American Home Shield.
American Home Shield Company Profile
- Company Name:
- American Home Shield
- Company Type:
- Ticker Symbol:
- Year Founded:
- 889 Ridge Lake Boulevard
- Postal Code:
- United States
- (866) 617-9098