American Home Shield Reviews

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.

He said that the parts that were put in were like universal parts, and they really don't work on this particular Maytag machine. We need to use the ones that belong in there. So, that guy called me back a few times, and there was some kind of holdup with Home Shield. When I talked to them about it, they wanted to send Avantis back. I told them there was no way in hell they're sending them back here. As it is, I waited all day for these people to come. He came at the end of the day after he made all his calls for the day. It was about an hour after the window closed, which was an all-day window. Somebody should have had the decency to at least call up and say, "Look, we're not going to be able to get there till let's say 4 o'clock. Okay," so I wasn't a prisoner in my house all day.

I finally got a supervisor on there from American Home Shield. I know they send these people out. They did one or two other things for us that were excellent, but I told them I'm not having them back here. First of all, they claim they fix appliances. I told the supervisor, "It's not fixed." So, she said to me that she would refund the $125, which I said, "Okay." This has been going on for a while now for the service call part of it that they charge. She finally did. I think that went through yesterday. But she wanted me to make another appointment. She said I could start all over and make a new appointment. I said, "Well, I ain't gonna pay another 100 and a quarter until I get back the one that you told me you would," which happened yesterday.

In the meantime, I got this guy that I was using to come over here, and it's not making as much noise. I'm going to wait a little bit and see how it goes with that. The other one with Avantis was a complete waste. Then the third one they didn't want to even acknowledge that part when I was talking to them. As far as submitting a claim, there didn't seem to be any problem at all. They took care of it. They can only go as far as the place that they're sending here, calling me up to make the appointment. But each time that I call them, not that I've called them a lot, but it was a couple of different things. The people got back to me fairly quickly, especially the first time around. It was an AC thing.

Overall, my experience with American Home Shield has been good. They've been fair. The lady refunded the initial $125 they took because it wasn't fixed. Then she finally realized that I refused to have that one company they were insisting to come back. What got me is I don't think they understand that these people did nothing. The first people, at least, they put some parts in. The stuff that came to the house that was mailed here. They did that. I don't understand why they kept on wanting to send back the company that didn't do a thing. Somebody was missing something somewhere.

In our experience in the past with our AC, most contractors come here, and they check the outside unit, the furnace, and the thermostat. They check everything. But when the repairman came out, he was here for 15 minutes, and he said he's been doing this for a long time and he's laughing the whole time. He also said the unit is not built to do good service with these extended heated days. When we got back from the hospital in the afternoon, it was 98 degrees and the thermostat read 78 but it was set on 68. We called him and told him that was unacceptable. We called American Home Shield back and told them about the issue and about my health. They said they'd send them back out out. That was a Thursday but he couldn't come back till the next Tuesday.

He came out on Tuesday, went up in the attic and asked who installed the unit. I told him the unit was installed in 2019 through AHS. He said the unit outside is a two-ton compressor unit, but the compressor in it is 1.5 tons. I reported that to American Home Shield, but they did nothing about it. The guy also said whoever installed the unit left the fan blowing on low instead of high, that he was going to switch it, and that should fix it. He left and that was about 5:30 in the evening. He set the thermostat at 75 and I changed it to 68. That night, it got down to 73 degrees and the cooling wouldn't go past 71, which makes no sense.

When he left, he told us not to call the company back and to call him directly. He gave my husband his number. That was the day before yesterday. My husband called him yesterday, but there was no response. I called American Home Shield because he was non-responsive. They called them, sent them an email, and told them that they wanted a senior technician to come out to see why they can't get this unit fixed.

The young lady, Nicole, called this morning and asked what's going on. I told her about my illness and being released from the hospital. She told me Keith, the guy that came out, is their most senior technician and he couldn't come out till Monday. I told her we're going on three weeks with an AC which is very unfair and not right. She has the same attitude he does. She was laughing and asking how old is the unit. She said she was hoping I could get AHS to send someone else out so they could see what they're missing. In other words, they don't know why they can't get this unit right. I ended up calling AHS back this morning, telling them what happened. I also told them I need somebody out here before Monday. It's gonna be 100 degrees today and 98 tomorrow. They are making it so I can't even sleep in my own house.

On other claims, American Home Shield has been great. They've replaced our dishwasher. We have two HVAC units in our house, one upstairs and one downstairs because of the size of our house. They've replaced both of those. They've replaced our washer and dryer as well. I really haven't had any other issues until now. American Home Shield should vet their contractors better. I think this recent company has one employee and he's running around trying to do everything. He showed up the other day here about 5:45 or so. That's a long day for him. I understand that, being the only employee, you are servicing everybody so you don't have a lot of time to spend on one unit to really figure it out.

75% of the contractors are great, and then there's 20% of them that I would change. But overall, it's fine. I've had some delays that have taken too long, and then there have been two that have been completely unacceptable. American Home Shield's biggest problem is not being able to be flexible after they've assigned a contractor.

I've had two. One guy tried to have me actively defraud American Home Shield. He was going to pretend to fix something, and then have to come back and show that it was a bigger issue, and then give me a whole brand-new air conditioning system, but he was going to defraud American Home Shield out of a new air conditioning system when that wasn't necessary. And they didn't kick him off. And then, the other one was the most recent one and the most recent negative experience.

It was a company that fired its entire front office and replaced it with AI. I had an edge case where a technician came out and tried to order a part, but it wouldn't get delivered, and the AI wasn't able to handle that edge case. I couldn't contact a human being, and American Home Shield couldn't contact a human being. But rather than drop the contractor, they just kept them on the books, and I had to hire somebody out of pocket because it never got fixed. It's been three months, and it's still not fixed.

The other context that I think is important is that I live in a relatively rural area. I live in Harrisonburg, which has 50,000 people, and that's the largest city in a decent amount of space. I lived in Atlanta before, and I didn't have any complaints about American Home Shield, and that was because they had a bigger network to work with. Whereas the contractors that work on a national scale, who would partner with American Home Shield, don't have the same type of coverage in this sparsely populated area. So things take longer out here.

Then, there are mistakes or problems, and those things are compounded. For example, a guy fixed a faucet for me, and it was straightforward, but they didn't have the finish that I wanted on his truck. And it took a week for them to get back to me, not because they weren't diligent, but because the guy only comes to Harrisonburg once a week, because that's what his route dictates, and it's not in their interest to make a new route for me for a one-off $100 faucet. And that totally makes sense. But in Atlanta, that would never happen. They have their pick of the litter for contractors. Sometimes it takes longer for contractors to come because they have to find someone who's willing to come out here.

And I'm okay with that. It's a trade-off. What I tell my clients is, "You have to pay blood, sweat, and tears, but you're getting free stuff." So if that's a good trade for you, then they stand by it, and they do what they say in their contract, which I understand is not necessarily the case for these other such companies.

I had a toilet that leaked. I replaced everything in the toilet, but it still seemed like it was running. The guy said, "Oh, no. I don't see anything." He unplugged the garbage disposal, which was clogged. He fixed that. And I had an issue with a knob upstairs to control the water, because it was dripping. All he did was go upstairs and look in the bathroom. He didn't take anything apart. He didn't go through the water chase. He said, "I'll be in touch. We gotta see what the warranty is going to cover." He drew up this whole thing to say, “This stuff was broken and needed to be fixed.” I said, "How did he see all of that if all he did was go upstairs and look at the knob?" They came back and said, "It's going to be $532." I'm just waiting for my dad to come back from North Carolina so he can fix it.

I felt that was different, but also, because you're dealing with different contractors, you get different service. They fixed that. They unstuck the garbage disposal. I'm grateful for that. The toilet doesn't run if the water is on low. But when you need to flush the toilet, it's not enough water in the tank to flush it completely. That issue was not solved. With the drip that I had going on upstairs, I'm not sure how the tech got to all of this stuff, was a valve or this or that, because he didn't look at anything. He didn't even go on the wall. It's a panel that you can take off, and he didn't even look at it. I'm not sure how he arrived at all of that.

Those pieces that control the shower need to be replaced every five years. Just wear and tear. So, instead of just replacing the piece. The tech said that AHS would take care of the piece, but there was $235 for the piece, but I would have to pay out of pocket $537. That's crazy. Also, what AHS would do is charge you with another $100 to send somebody out. I don't have a beef with American Home Shield. The company maybe wanted more out of pocket money. This is the first time it happened. How many people experience things like this? It made me worry about getting the same kind of treatment if I have to call the next time. But every experience is different. I just didn't like this one.

May heating and air says the best way would be to have the company replace my unit as replacement parts are not readily available, but AHS does not see it that way, they prefer to have their long time customers dealing with unreliable contractors and without services. The company even updated the status of my service as COMPLETED, AHS issues another dispatch and they canceled again. They want to show the work is completed so it does not reflect the real wait time. After this is resolved, I am seriously considering my options about AHS. I have spoken to anyone who will listen about this issue as I feel the wait period is too long.

On August 24, we received notification that the technician was scheduled to return on August 26 between 10:00 a.m. and 2:00 p.m. We waited at home during the entire appointment window. However, the technician did not arrive, and we received no communication during the scheduled window. At approximately 4:50 p.m., the technician finally contacted us and explained that he had brought the wrong parts and therefore could not perform the repair that day. We were told that another appointment would need to be arranged. We subsequently received another appointment notification for August 28 between 10:00 a.m. and 2:00 p.m. The technician arrived shortly after 2:00 p.m. and, unfortunately, again discovered that he did not have the correct parts needed to complete the repair.

At that point, I expressed our frustration and asked that, in the future, the technician keep us informed in real time if there was going to be a delay or if the appointment could not be completed. We had rearranged our schedule and spent significant time waiting at home for both appointments. The technician responded that what had occurred was “not uncommon.”

We then contacted AHS to report our experience and to express our concern about the repeated failure to complete the scheduled repair and the lack of communication. We hoped that AHS would acknowledge the problem and take steps to improve the service and respect customers’ time. Unfortunately, our experience with the customer-service representative was also disappointing. Our call was disconnected/hung up without any meaningful response to our concerns.

Most concerning, on September 3, 2026, we checked the status of our claim because we had received no follow-up regarding the repair. To our surprise, the claim was shown as “COMPLETED,” even though the cooktop problem had not been repaired and the required parts had apparently still not been properly provided to the technician. This was our first experience using American Home Shield, and unfortunately it has been a very disappointing one. Our concern is not simply that a repair was delayed. It is the combination of:

* Most importantly, the claim being marked “COMPLETED” even though the underlying problem remained unresolved.

We are sharing this experience so that other consumers can make an informed decision when considering a home-warranty service. We believe consumers should be able to expect accurate appointment management, timely communication, respect for their time, and—most importantly—accurate representation of whether a service claim has actually been completed.

Frankly, AHS has been putting band-aids on my AC using refurbished parts. Now that it is totally broken, they wanted to offer three months free for me to stay with them. Are you kidding? To make matters worse, their fees are higher than those of other warranty services that offer better service - from what I understand. I am angry about this. I had to pay out of pocket to get a replacement AC system. I think at this point I will leave warranty services alone. They lie about what they will cover and make excuses when they don't.

• Locking caps – $295

In total, these “modifications” added up to more than $2,000 that I was expected to pay directly to the contractor, even though these items are clearly related to the proper installation and operation of the evaporator coil and AC system. In my view, they are not luxury upgrades or optional extras – they are necessary components to complete the repair.

When I asked American Home Shield to explain why these items were not covered as part of the coil replacement, I received vague answers and no clear contractual justification. They would not point to specific clauses in my contract that clearly support treating each of these items as “non-covered” work. Instead, they hid behind generic language about “modifications” and tried to pressure me into paying the extra costs if I wanted my AC fixed.

The result is that AHS advertises coverage for major systems like air conditioning, but then uses technicalities and undefined “modification” charges to avoid paying for a complete, functional repair. This feels deceptive and unfair. I bought this warranty expecting that a failed evaporator coil would be covered, not that I would be hit with thousands of dollars in surprise charges to get the system working again. My experience with American Home Shield has been:

• A claims process that feels designed to benefit the company, not the homeowner

I would not recommend American Home Shield to anyone based on this experience. If you are considering a home warranty, be aware that AHS can approve a claim on paper but then make the actual repair financially unrealistic by dumping essential work into the “modifications” category and forcing you to pay for it yourself.

They closed the ticket because technically the garbage disposal was fixed. We then called back. Got charged the $100 again to get a plumber out. They confirmed the hose is broken. AHS said that repair is not covered and would come out of our own pockets…. So now they want to fix a valve which supposedly involves cutting into dry wall under the sink (my finished basement) where they will not re-dry wall sand paint or anything. We are on the hook for all of it because a contract broke a valve. What does this even cover other than new problems and issues. It would be been better if I’d just found my own plumber and never paid a monthly fee to AHS or their ridiculous service free. What is the point of a warranty if they leave my home worse off, break things and cost me more money than it would’ve been to just save the service fees/monthly charge and do it directly out of pocket.

The following day, I received a call from Astro. I mentioned to the rep that the technician came and he was struggling with trying to figure out what the problem was. There’s a blanket that goes around the unit, and he turned that piece and damaged it. She got very upset because I was complaining and she dropped the call. Then I noticed an email saying the job was complete. I called American Home Shield back, explained to their customer service and they reopened that work order.

The second technician came last week and asked what the problem was. I told him I assumed the first technician would come back with the new part and put it in. A plumber was also assigned and he came and checked the system. He said there was no problem between the air gap and the plumbing line where it discharged. The problem was from the unit to the air gap. I explained that to the 2nd technician. He played with it, and somehow, he managed to turn on the machine. But when the first technician came, he also was able to turn on the machine.

After the 2nd technician turned on the machine, he said it was working and there was no problem. I asked him about the part that the 1st technician placed and the water leakage through the air gap that was still happening. He turned on the machine, and he saw that too. Water was constantly leaking through the air gap. He said he would talk to their office and left. Before he left, he said we could use the dishwasher. We turned on the machine ourselves again, and we noticed the water was leaking through the front door panel. All these years, I have been paying the premium with American Home Shield. I never knew that I would come to this kind of situation, and I would get this kind of treatment.

I am extremely disappointed with this decision. I paid for a home warranty specifically to have protection when an appliance breaks down, but when I actually needed the coverage, my claim was denied based on an allegation of misuse that I strongly disagree with. Based on my experience, I cannot recommend American Home Shield.

In talking to AHS today they tried calling the contractor and only get a message. We have tried to call the contractor as well and just receive a message machine to leave a message, which we have. Still no call back from them. Now they say that they can not assign another contractor for another contractor for another 24 hours. This contractor obviously does not want the job as he is ignoring both AHS and us. Our contract with AHS clearly states that all parts are guaranteed on a washing machine, so not sure why they are refusing to repace the basket in the first place. Very disappointed in AHS for not fulfilling their end of the contract. We have been a customer for a long time and in the past we were satisfied. However, this has been a terrible, time-consuming, experience. Please get this resolved. We pay our premiums and you are stalling on this repair.

I had Choice Home Warranty but the last year was horrible with them. Plus, the cost was even higher, and it wasn't worth it. I'm a member of AARP and I kept seeing American Home Shield ads. Coming through AARP, they usually give you a sound recommendation on groups. There is also a little discount when you're an AARP member. I thought of giving them a try and so far, it's been good. Just make sure that when you're assigned somebody, they have the availability to come out sooner than what I waited for. If this would be an issue in the future, I would go back to American Home Shield and let them know.

Once I called, a representative was very helpful and stayed on the phone with me even though we got disconnected. From that point, within 24 hours, we received an email with options for a replacement. We were given one option at no cost and several others where we would pay the difference, with shipping included. The other option was a Lowe's gift card. I wish I could have gotten either a replacement or a monetary sum that was not a gift card to a company that locks me in for that. Other than that, it wasn't a bad experience.

The representative was the best person we have ever talked to at American Home Shield, and was very helpful and knowledgeable. We were only without an appliance for seven days, so it was fast enough that we could get back to washing clothes without having to use a laundromat. In the past, some claims took six months to get sorted out, and we even asked that certain people not be rescheduled, only to have them scheduled again. But American Home Shield has improved massively this year, and this was the best experience they have ever provided us in five and a half years. We were thinking this would be our last year with American Home Shield and were looking at other options, but maybe they have restored enough faith in us that we may stay a little longer, as long as they don't increase our premiums again.

American Home Shield is a little overpriced and underdelivers on what is actually covered for some things, but they're improving in customer service and responsiveness. It is nice to have the blanket of being able to call somebody no matter what's going on and have a flat rate for service. We liked it better when the service fee was $100 for a visit instead of $125. $100 is quite enough, especially if I only call them seven times in however many years but have paid them the entire time. The service fee should stay where it is.

I was grateful that American Home Shield was willing to pay for the hot water heater and ended up replacing it. But they did not pay the plumbing charge that needed to be made. Also, I wish they would work into their system to pay for code upgrades as well. Codes change and I wish that the coverage changed with it. I was not pleased that it didn't. I have to recognize that American Home Shield, first and foremost, is an insurance company and they don't want to pay out any more money than they have to. I've been with American Home Shield for 26 years. So, I've seen the cost increase and the coverage get pickier. But we still use them.

I would recommend that people read all the paperwork and make a decision for themselves. Overall, we've been pleased with what American Home Shield is willing to replace when something breaks, although there are things they won't cover. We went through a difficult time where we had to install a cleanout in our sewer system at our own expense before they would cover our plumbing again. We decided it would be more cost-effective over the long haul to put the cleanout in and continue using the coverage. We've recommended American Home Shield to friends, especially the younger ones who don't understand that there are a lot of expenses in home ownership. It's nice to have this home warranty because there are things that it covers, and you just have to come up with the monthly fee and the appointment fee.

According to the last plumber who was here and installed the system for us, the difference between what I would have paid commercially and what I paid through American Home Shield was almost $2,000. So, it saved me that amount. I have to go back and look at how many times I've paid for it and haven't used it compared to how many times I've used it, and we've figured we've gotten our money's worth. There are other companies out there, and I'd recommend everybody look into all of them and make a decision, but we've been pleased enough with American Home Shield to stay with them.

American Home Shield came with the house when we moved into it. We got a voucher to pay for a year of coverage and decided to keep using. It's relatively easy to use. There's the New York branch for their customer service and they generally do pretty good. But when they route it towards the international customer service, they have their scripts that they read. Also, sometimes response can be slow. I had an issue when I was trying to dispute the claim. I messaged the customer service representative because I never got the report for the secondary opinion that they said it was the same diagnosis. But I even talked to the technician as he was leaving and said it was the blower motor. I asked if the outdoor unit was bad and he said it was not. That's where I wanted to see what was listed. American Home Shield said they'd send me the report but I never heard back from them on it.

The customer service representative states that this is why he doesn’t have any home warranty like this on his own house because you never get what the coverage they claim. We asked to speak with a manager. His response was that escalating to management wouldn’t do anything because they only do payroll and don’t know anything about the service requests.

When I described the timeline I was told, he suggested he doesn’t believe what people tells him and only deals with facts in the system. The fact is there was clearly a miscommunication because a warranty company representative told us it was under review and we will hear back on Monday August 31st. It would have been more appropriate to highlight any miscommunication instead of suggesting we are lying. Customer service representative claimed we shouldn’t expect to receive any communication within the provided timelines and it would take longer.

After this interaction we have lost all faith that our washer would be fixed or this claim would be addressed. When we asked for written confirmation that we spoke to address this issue, and that we would like it escalated, he could not provide me with written verification that management was notified of my escalation request.

I need someone who is in management to contact me immediately as the last person I spoke with seems to have just suggested that I made a mistake going with your company regarding this request. Our policy states we are covered for up to $5,000 of repair and replacement cost and we were told over the phone that we would just be given cash for the machine that broke and would have to pay any difference out of pocket even if it was within that limit.

The paperwork May’s technician provided to me after the 8/25 visit states, “System working properly at this time,” even though my A/C was still blowing hot air when he left. AHS is now telling me that May submitted a diagnosis stating the opposite—that my system is NOT working properly and that lack of maintenance is the cause.

Because of this contradiction, I asked AHS to send me a copy of the diagnostic report they received from May. AHS told me they could not provide it to me. I find this extremely concerning because AHS is relying on this report to make a coverage decision, yet I cannot review or verify the information being used to determine my claim.

My A/C unit is 31 years old, which is another reason I am requesting an independent second opinion to determine whether the problem is actually due to lack of maintenance or normal wear and tear associated with the age and condition of the system. I have been telling AHS that I want a second opinion and was previously told that once May’s diagnosis was received, we could move forward with that process. Now that AHS has the diagnosis, I am still getting circular conversations and no resolution.

AHS has also not refunded my original $125 service fee and will not waive another $125 service fee for a second contractor, despite the first contractor failing to resolve my A/C problem and the conflicting information regarding his diagnosis. I am requesting that AHS authorize an independent second opinion without charging me another $125 service fee, refund my original $125 service fee, and promptly move my claim forward. I have been without working A/C since August 19 during extreme summer temperatures. I have complied with the process and paid the required fee. At this point, I need AHS to provide a resolution rather than continued delays, conflicting information, and additional charges.

Original Review: I am extremely disappointed with my experience with American Home Shield. I submitted an A/C service request on August 19, 2026 because my unit was making a loud humming noise and blowing hot air. I paid the required $125 service fee, and the contractor AHS assigned did not come until August 25. The contractor left without resolving the problem, and my A/C continued blowing hot air. I immediately contacted AHS, requested my $125 service fee be refunded, and asked for another contractor. My refund request was denied, and instead of sending someone else, AHS continued telling me they were waiting on the original contractor’s diagnostic report.

As of August 31, I STILL do not have working A/C during 100+ degree temperatures. I was finally told the contractor submitted the report on August 31, but now AHS says I have to allow another 24–72 hours for it to be reviewed. I have repeatedly called, explained the urgency, and asked for the matter to be escalated. I paid AHS the required service fee expecting my covered system to at least be properly diagnosed and the claim handled in a timely manner—not to spend nearly two weeks making phone calls while my home remains without A/C. At this point, I am requesting my $125 service fee back and for AHS to immediately assign a qualified contractor who can properly diagnose and repair my unit. The delays, lack of urgency, and constant “wait another 24–72 hours” responses have been unacceptable.

I've been with American Home Shield for about a year and this was my second claim. I found the website very easy to use. If I used it more, then I might find some things that might need some improvement, but based on what I've experienced, I'll give it a 5. For my first claim, I had something with the doorbell. That issue was outside of the warranty with the American Home Shield. So, we made some changes and everything is working the way I need it right now.

At this point in time, I've been satisfied with American Home Shield. The initial $125 that they charge to have a guy come out is reasonable. If we look at the service fees that require for them to travel from wherever to come out, I don't think it's bad at all. So, I don't have any problems at this time. The only price that I've incurred was the 125. In the case where I had the doorbell system, they refunded my money. I've been very happy with the American Home Shield warranty that I have and what they've done for me. Their operators have been very cordial and pleasant in dealing with the problem that I've had and answer any questions.

Whenever I submit a claim, I go in to the American Home Shield website and it's pretty easy. It gives me a brief description of what's covered. For this particular claim, I selected pool pump and put an explanation of the problem. They originally assigned it to a vendor that I had used previously but who we had a terrible experience with. I called and told them any other vendor could come but that one and they assigned J&S Pools to us. I wish American Home Shield would have given us them the first time. I have another claim for a garbage disposal I've been working on since the first week of June but the contractor never follows up. They never submit any of the paperwork to American Home Shield, and it's on me to call and ask what's going on. It would have been easier for me to replace it myself in the beginning and just not use them.

I've had American Home Shield as our home warranty for probably four years. I like their website. It's easy to navigate and relatively clear. The cost to us for the coverage isn't very expensive because our house is very old. We knew we wanted some additional coverage. However, I have had several things that they said were covered, but then they found a little loophole not to cover it. Customer service-wise, it's not very good. It is so hard to get ahold of a person if you have a problem. I had to call the other day and spent an hour and 15 minutes on hold before I got a person. Then the person said someone would call me back but they never called me back. We've considered changing companies. But when it goes well, it goes well. With J&S Pools, they did everything. I didn't have to call an advocate. I didn't have to follow up.

I also have another claim waiting on a split unit in my office. We put in another ticket and American Home Shield has sent back an estimate where I have to pay $2,200. I need it fixed. And that's probably going to cost me more than the oven will. But overall, I’ve been pleased with American Home Shield. The warranty came with the house when I got it in 2017 and I had family members who had it on their homes, which is one reason I've always kept it. They usually come through, and the people are always very nice, though the first person you talk to can't do a whole lot.

When we got in, I began to show him the problems. He said he doesn't do stoppage with pipes. I told him I'd show him where the pipe burst at but he said he doesn't do that too. I was showing him something else as well but before we could even get in the basement, he was so rude. He just didn't want to be here then he began to holler. I let him go on because I couldn't deal with that. That was poor customer service. I let American Home Shield know of what happened but they never got back with me. I wanted them to not charge me for him coming out because he wouldn't even look at the stuff.

I have been a loyal customer of American Home Shield for many years with my other properties and with this property. I stopped but got back with them because they've helped me so many times in the past. Once at my other property, I had a company to come out for a heating and cooling issue. That repairman was so nice and professional. He came and did an assessment. He didn't have a flashlight with him, though, which I thought that was odd, but he got that job done. I liked him. That was the most memorable time and experience with American Home Shield. I also had a good experience with a hot water heater claim. The repairman, Legato, came out twice for a hot water situation and he was excellent. But lately since I started back up, American Home Shield hasn't been good for me.

When my furnace was put in, there was a piece that wasn't compatible with the size of my house, so I didn't have heat for a little while in the winter because the techs had to come and fix that. It was just an inconvenience. Overall, things get fixed and I recommend people all the time. I was recommended, so overall, it's better to have American Home Shield than not, especially for those little things.

They were classifying my claim as saying, “That's not mechanical. That's the torque master." I said, "That's the mechanism of the whole thing, and it is a mechanical feature." Everyone else's claim got paid. My claim wasn't paid because they said that they're calling the part. I went through customer service, and it was very annoying. They basically told me that it's now on me to go get the documentation from my neighbors, which is a big ask. And then fight with Flash. I probably will because it's a total of about $900 for something that's supposed to be fully covered.  

AHS is calling themselves a referral service, but I don't really need them to pick vendors. I could pick my own vendor. I have concerns going forward that if I provide them with enough information to know whether it's an issue that's covered or isn't, it's unethical to charge $125 essentially as a fixer for securing an appointment. I'd rather them say, "This isn't something covered."

Similarly, I had a standalone freezer that went out, and it was very easy on the app to say, “That's not covered. They don't cover standalone refrigerators or standalone freezers, small appliances like that." Even though I have the electronics package. It didn't go any further. I'm not happy with this experience because I knew exactly what the issue was. It was even diagnosed on the phone while I was waiting 'cause I had called somewhere outside initially, and I knew exactly that it was the spring. I don't understand why they would secure an appointment if they know it's a gray area. And I don't think $125 is valid. As they said, I always thought 125 was essentially the claim fee. But they're saying that that is the service appointment fee, and that's unnecessary. I don't need to pay that to get somebody out here. I can always choose between Angie's List and Thumbtack and other people's referrals; it's really not an issue.