American Home Shield Reviews

One guy, probably from Sears, came out, looked at the refrigerator and said, "It looks like a compressor problem. We don't do compressor problems. See you later." He spent 10 minutes here. He pulled the refrigerator out, looked at the back of the fridge, said it was a compressor problem and said that, "We don't do that." I had to call back American Home Shield and they got me another company to come out that did compressors. The guy ordered a compressor. It took nine days to get the compressor in. He finally brought it over on Monday, installed it and the refrigerator is working.

AHS has a list of vendors and those are who they call, but the vendors weren't great. I wonder if AHS chose those vendors because they were cheaper. I'm sure they will change some of their vendors after what we've been through. They just need to have better vendors. However, the response from AHS was very good from the people I spoke with. I had to wait a while but my fridge is fixed. I had to eat nonperishable foods for a week, but that's okay. I like that the people responded to my phone calls. That was the most important thing. They were very understanding and responsive.

The contractor initially came out, did a diagnostic, and said that the panel board needed to be replaced. They came and replaced it, but I still have the same issue as before. When you dial in the temperature for the oven, none of the numbers work. Some of the buttons on the board that I get to touch work and some don't. They replaced the board and said everything worked fine. I went to try it after they left but nothing worked. Everything's the same. There are several wires that connect to the board. They mentioned that maybe one of the wires didn't connect right. They're supposed to come out tomorrow to look at it again.

As far as AHS, I think the $100 deductible could be lowered. I'm not saying eliminate it totally, but it could be lowered for as much as the plan costs per year. If they would lower the deductible from $100 to $50, that would make the service much more attractive. I've already told others about AHS. I said it's a good program. If you're buying a new home or if you're buying an older home or if you have old appliances in your existing home, this is a good thing to have in the event that something goes wrong.

Every single time I called, it was a different experience with every single person. One person would be like, "Okay, that's it. If they can't fix it this next time, you're getting a new dishwasher." Then, next time, it would be someone different, that was never what happened and they just kept trying to repair it. They can't even figure out what the problem was. It was beyond horrible. I would never recommend them. Submitting the claim was easy because you don't even have to talk to anyone, but everything beyond that has been inexcusable. It was going on since before Thanksgiving, and I just canceled them three weeks ago. It's still not fixed, and my floor is warped underneath where my dishwasher is. So, I'm really ticked off. American Home Shield is absolutely atrocious. Their reps were polite, but no one was consistent. Every single person told me something different and no one got it handled. Even through escalation, no one took the lead and got it handled.

The contractors were decent. A different guy did the diagnosis, and another guy did the repair, but that didn’t matter. They did a great job and were communicative, and were doing what they were approved to do. The frustration was with the warranty company. It felt like they were waiting for it to break 100% before doing anything. It was frustrating when it was 12 degrees and the heat went out.

I also have an ongoing dishwasher claim. It isn’t 100% broken but it was recommended for replacement. The only option available is on backorder, and the claim was closed. Reopening it would require paying another $125. The current unit is a built-in panel unit that costs about $1,800, and the proposed replacement is a $600 unit that wouldn’t vent correctly and could ruin the cabinets. Dealing with American Home Shield is a nightmare. I've spent countless hours on the phone trying to fix it, and even escalated it. I've tried my hardest to resolve it, and American Home Shield doesn't care.

When you've got air conditioning problems come summertime, like everyone else, American Home Shield is slammed. So when they get those independent contractors to come out, they're backed up, too. Sometimes, when it's 115 degrees, the response is a little slower than it is. But this time of the year is perfect. I had an air conditioner one time replaced at our prior home, and that was big bucks. A crane had to be used to get it off the second story of the roof. It cost us 1,000 bucks, and I didn't care. It was one of those jobs where it had to be five grand, sitting up there. It was an air conditioner and a heating source for those rooms up there, so it was something we needed.

The customer service is nothing but helpful. They try and console me. I've been with American Home Shield since we moved here, so it's about 36 years. They’re the first person who ever called. I just retired a year ago as an insurance agent and I’ve sent many people to American Home Shield because I think that much of it. They’re there when you have a problem. You give them a call and if they can fix it, they'll fix it. If it's not covered, then it's not covered. But not too many things aren't. They do a good job.

If I were to call a local plumbing place like Thompson Plumbing, it would be resolved within just a few days. They have a large parts supply because they're a big plumbing dealer. I don't mind working with the little guys because sometimes they come up with better answers, but it seems that parts availability is not as good with the small guys as it is with the big guys. I’ve been with American Home Shield for about nine months and I would recommend them, but I will give the downsides as well as the upsides.

We have three homes with policies, and we’ve had a good experience with some of the claims. There was a local representative my wife dealt with who’s no longer affiliated with her office, and that part has been a little difficult. We’ve only had a couple of claims. There was one heating or hot water tank issue that turned out to be plumbing-related. They sent out Northwest Sundance Services, and they were not great. The technician thought there was mold and reacted in a way that caused us to bring in mold specialists, but there was no issue. We wouldn’t have them back.

I made a second call to American Home Shield and let them know. So, they immediately sent out a second technician to look at the microwave. He came and determined they needed to order parts. The parts were ordered and when they arrived, the repair could not be made because the door of the microwave was the problem, which is no longer being made. So, yesterday, I was told that I've been approved to get a replacement microwave, which I will do sometime in the next couple of days.

I pay $100 for each claim but American Home Shield didn’t charge me for another claim for the microwave. I was very appreciative of their response when we didn't get the complete work order and both technicians were very good. The monthly bill just showed up and the price could be lower. But I've had American Home Shield for years. It’s too late to kind of change now, because they got everything done. And as soon as you drop it, something will happen.

American Home Shield kept offering the new stuff and I told them, "I don't want anything new. It's not going to work for me. You're wasting my time. Can you please just cancel it?" Finally, I had to yell at them and say, "What the hell? I don't know what the hell you're trying to do." But they kept trying and trying. I've been in sales, so I know what they're trying to do. But there's a point when the customer is as adamant as I was. They were very nice in the beginning. But by the time I got sent to the fourth department, they just hung up on me.

We reached back out to AHS. They were like, "Well, they said it was completed." It was not completed at all. We had something go wrong the second time. So, they put it on another work order. Then it eventually got fixed. With the washing machine, they sent out a guy who diagnosed it. He went out to the car, ordered some parts, and we were sitting there wondering why was he ordering parts. A new washing machine is like $600 to $700. He was ordering about $500 in parts. He told us that AHS said to replace the parts. First of all, the parts were delayed. Some were backordered. So, that pushed us to this year to get it repaired. Then the parts didn't come in. We were fighting with them. Sears was not responding to AHS, and they were not even answering our phone calls. We were calling and calling. So, we called AHS.

AHS was calling Sears, they were not responding, and it was like, "Something's going on with Sears, where they're not even responding to us." So, it's not just on the consumer level. We had an appointment set up. It was 8:00 to 3:00. So, I had to take off work or I got to change my schedule around to be here from 8 to 3 o'clock. That's a big window. So, that ruined my whole day. I do deliveries. I can't even work a three-hour shift. So, I took off of work that whole day, sat around the house but I didn't get a phone call until the last 10 minutes and they said they were not gonna make it that day. That was on a Tuesday.

We scheduled it for Thursday and on that day, they called me and said they were on their way. This was right after the snow, and they said they couldn't get down our street. However, the neighbor across the street from me was having their roof done. They just got a delivery right across the street while he was talking to me and telling me they couldn't get down our street. I was sitting there just trying to keep my calm because if I lose it, I wouldn't gain anything. So, I tried to keep everything under control. That was when I handed it over to my wife because I was trying to be copacetic, but they were about to bring out the other side of me.

Finally, the guy came but he got here at 3:40. The appointment was 8:00 to 3:00 again. So, I was already livid. He came in and dilly-dallied for 20 minutes. He went back out to the car, took some of the parts with him, but he didn't take all the parts. Then he said, "Yeah, we can't fix this. I don't have the parts to replace this, that, and the third." They ordered the bearings, they ordered the tub, and they ordered some other parts. He took the bearings, and he was like, "See these bearings, you gotta have a certain kit to press this into the tub assembly, and we don't have that stuff." He doesn't know I'm a mechanic, so I know everything he's talking about because I have it out in the shed. He turned around and just said they didn't have the parts, and they were gonna order us a new washer and dryer.

They just ordered a new washing machine. That took another three weeks. We have been out of a washing machine for about two months, running back and forth to the laundromat. It snows and gets cold, too, and we were just sitting here like, "Come on. Can we just get our washing machine fixed?" I'm handling most of this because my wife is working day shift. So, I'm making it work. I'm calling them on the day. It was sometimes two to three-hour wait to get somebody to call you back. They finally got in touch with somebody, and then they told us about the process. I asked if there was anything that we could do to escalate the situation because they've already missed an appointment. They said since the repair is assigned to Sears, they can't do anything until Sears doesn't show up.

Sears didn't show up. So, I called AHS back and told them that they didn't show up. They told me I have an appointment scheduled for Thursday. I was like, "Yeah, but they didn't show up today. So, can we escalate this now?" I was trying to do a preemptive strike because they already missed an appointment. Then even when the stuff was backordered, I was getting emails. So, I was calling AHS and said, "Hey, I'm getting emails from Sears saying this part is backordered, but there's nothing on the appointment order saying this part is backordered." Sears wasn't talking to AHS. I got an email saying, "Hey, this isn't gonna be in time for your appointment." So, I was calling them ahead of time, saying, "Hey, I'm getting emails saying that my parts are backordered. Are they gonna be here for the appointment?" They said, "Well, we need to go ahead and do the appointment to make sure we got the parts right."

They wanted me to take off of work just for them to check somebody else's work because they were not installing anything. I was starting to fume up, and I have a vein that pops out of my forehead. So, my wife saw the vein pop out, and she grabbed the phone, and she jumped on it. She talked to AHS. So, they canceled that appointment, and I was like, "Just wait for the backordered stuff to come in." The backordered stuff finally came in. Then we were calling and trying to make the appointments. Sears was not responding. So, we called AHS again. They were calling Sears. They were sending emails, and they don't get responses back even from them. It just kept spiraling. So, finally, they sent us a new washing machine. American Home Shield did everything they could in their parameters, but they could have escalated it faster.

We've had this AHS plan for about 15 years, and there are some years we never used the plan. My pays about $100 a month for 15 years, so AHS made quite a good penny off of us. I think that some of the things could be escalated fast. Our refrigerator and stove had been here since we moved in the house. So, they're at least 15 years old. AHS can move faster in some situations. They kept dragging their feet. There needs to be better vetting for the companies that they're contracting with because the one guy showed up here and he looked nasty. I made him put on booties. He left a lingering odor and I had to bleach the house.

When the guy came and looked at it, we turned it on for him and he said, "Well, it looks like the guy that was here last time took off the insides." But I said, "Well, yeah. They had to replace the whole insides because of it leaking into the computer. And he had to replace everything." He then said, "Well, I can't work on it because he didn't keep the label." He told me that they would not work on it if it didn't have the serial label on it. But he had to replace the whole thing. I don't know how that works. We've had someone come out, and this is the third time we've had to have someone come out to fix this. He said that he would notify American Home Shield. He said that companies won't work on it if that label has been taken off that has the serial number on it.

He said it'd be notified to American Home Shield that night, so I waited till the next day. I got on the chat online, asked and they said it hadn't been been uploaded from them, and that I needed to wait another day. So I waited a couple of days then I did it again and got on. The person I was talking to said, no, it still hasn't been uploaded. We went back and forth, and they said, "Let me call the company that we sent out there so they can get it uploaded right away." Then he came back and he says, "I guess it is uploaded and it's to the team and they're going over it. And we will let you know." That was last week and I haven't heard anything.

So, I called around, including the manufacturer for Goodman Heating and I found a place, and I asked them if they work with Cecil & Sons because I wanted to make sure that whoever I got is an authorized provider and that they worked with Cecil & Sons. I didn't want people to tell me, “Oh, we don't work with that person,” and whatever the case might be. They said they work with Cecil & Sons. I asked to speak with the manager. He said he didn't have one right then, but one was in Gaithersburg and they could get it there the next day but it will cost like a rush of $125 for them to make that adjustment. I said, “Okay.” I called Cecil & Sons and told them they have it out in Gaithersburg. Cecil & Sons told me they don't go to Gaithersburg.

I called American Home Shield and I said, “Look. Cecil & Sons is not able to get it for a week later. This guy who also works with Cecil & Sons, the retailer, they can get it to their store. I think it's in the next day, but it's $125. Can you guys make an exception so I can get heat?” I talked to four persons at American Home Shield and they all said no. They escalated and escalated. I don't think I spoke to a decision maker. They told me the best they could do would be to give me credit and I’d go get a heater. I told them I couldn't go anywhere. I couldn't move my car. So, they left me.

I called Cecil & Sons and I told the woman, “Ma'am, I don't like to call of sickness on myself. And I don't feel I have to reveal my medical history to tell you how dire strait things are. I have a contractor.” I sell real estate and I have a contractor. He has four-wheel vehicles because they do construction, and I begged him. He said, “Angela, I have a meeting. When I'm finished, I'll see what I can do.” I was very surprised because he is the owner, and he came and he dropped off a heater for me along with some firewood because he knows that I have a wood-burning fireplace. I had one of the heaters so I could stay in one spot if nothing is upstairs.

She told me that American Home Shield called and said they'd be able to get it on Monday. I'm now sick, and that’s the following Monday. All this is from the 25th of January. So, on that Monday that they said, I didn't call Cecil & Sons because when I spoke to the woman and I said, “Ma'am, I am a senior. I cannot move and get around,” she went, “I'm a senior too.” It was so snide and insulting that I told myself I was just gonna let them call me on Monday.

My neighbor next door said she has a space heater that I could borrow. It was Sunday so I said, “So, if I need it, I would give you a call because that means I would get downstairs heated.” I could barely cook, so I went downstairs and opened my oven. I'm not supposed to, but I didn't have a choice. On Monday, I called Cecil & Sons by accident. When I found out that I called, I immediately hung up. Five minutes later, the same woman who was also a senior called me and said she was calling to give me an appointment. I said, “You're supposed to be here. You told American Home Shield from 8:00 to 5 o'clock. That's what they told me. And I'm sitting here. It's now 2:25. And there's no one from your company.” She said, “We never told American Home Shield that. And we won't be able to get out there until Wednesday.”

It was getting so ridiculous that I didn't know what to do, so I called American Home Shield again. I didn't get any substantive response from them. American Home Shield called me and told me that they spoke to Cecil & Sons. Cecil & Sons said that I have to go up on the roof and clear the roof before they get here. That was so ridiculous. It was comical. I said, “Cecil & Sons was out here looking at the unit and they told me I need an inducer motor. We didn't have any more snow. I opened the trap door. They can come up.” This was what the young man did and he went up to the trap door. She said, “Okay. Well, since they've been up there before, they should know the condition or whatever.” So, I left it alone.

I then got the email saying that I have been reassigned to another technician. True Tech was the one AHS assigned it to. So, I immediately called him and he said they could get out here the next day. He asked me, “Is it clear to get on your roof? If it's clear to get up to your roof, I could be there the next day.” I told him I've been up there and another technician has been up there. Their technician came shortly a few days after, and he went up there. I didn't give any more information because I was gonna let them do whatever it is that technicians do.

I went and turned the heat on and off because I noticed that the heat was climbing. I told the guy that the battery was blinking. It's not that it gives you any warning. If you don't go out and look, you would know if you need a new battery. So, I changed the battery, turned the thing on and off. Lo and behold, the heat came on. But it was the same day that the guy from True Tech came. So, he went up there and he looked and when he came back down, he said everything seemed fine except there was corrosion where the ignition light is. So, maybe that was what it is. I asked if he checked the inducer motor and he said, “Well, I didn't see anything wrong other than what I said.” He was downstairs and he went up there again and he took another look. He said, “No. It's not giving me any indication that something is wrong.”

I called Goodman, and I went through a long discussion with them. I was gonna call one of my contractors that did me a favor to call to find out what it could possibly be if that's not the case. This was just me being proactive because I didn't want them to keep coming and nobody's trying to fix this doggone thing. On the 9th is when the young man from True Tech came out and said that he didn't see anything wrong with the motor, and he cleaned the ignition and around the ignition. So, he turned it on and it worked. On the night of the 10th, it started feeling a little chilly. I put my little space heater in my room. When I went outside on the 11th, it was cold as hell. So, I said, “Okay. Maybe if I turn it on and turn it back like I did the last time, it would work instead of calling again.”

Last night, nothing happened so I called True Tech and I said, “Look, the guy was out here Monday. I still don't have heat. It went out on Tuesday night.” He said I needed to call American Home Shield. So, I called American Home Shield. They told me they would call True Tech. All this took place today. True Tech said they'll have somebody out tomorrow morning. So, I am now still without my fireplace and my heater. I work from home, and it's no fun trying to work in the cold. I probably could have called somebody else with American Home Shield that I am familiar with because of real estate, but I didn't feel it was necessary to collect that kind of political capital and I shouldn't have to. So, I was a little disappointed with American Home Shield for that.

I had had such a wonderful experience with American Home Shield in the past. Not only do I send my buyers to them, I have friends with them and my entire family has American Home Shield because of me. I had them switch to this because I've always had good experience and I could always call. I don't think they're a bad company. It's just I shouldn't have to call American Home Shield for them to do the right thing. This time, they dropped the ball.

Also, I was gonna call AHS for them to make an adjustment to my monthly payment because I see where they're offering new people less than me. So, I'm not happy with that. Their price jumped up and then the service went down. That doesn't make any sense to me. As far as the people that answer the phone, I don't mind if they ask me what it is that I want to escalate and why, but that shouldn't prevent them from having me speak to somebody above them if I'm not getting the service that I need or want from them as the first line of defense. I thought that I was blocked from talking. So, that bothered me a lot because if I have an issue and if I cannot get it resolved at the first line or the second line of defense, I should be able to have somebody call me back under the circumstances. They lack compassion. Overall, I did not have a very good experience.

I got someone. And I said, “Is this okay?” And he was like, “Okay.” So, the person I called came, so I called AHS. Now, at the time, they didn't tell me I had to get approval so I was like, “Okay.” So when they called me, the person was here, so I was like, “Oh, okay. Well, they're here. You can talk to them.” So while we were talking to them, they were like, “Oh, well, this is not covered.” I was like, “The switch? Well, it's a holding tank and we don't cover that and blah blah blah. I don't understand.” They're like, “We cover this and we cover that.”

I'm looking at my contract and I was like, “Okay. So the contract says you cover the water pump system of parts and components.” They were like, “Oh, well, we don't cover the switch or this or that.” I said, “This doesn't make sense. We need the switch to run it. It's part. It's a requirement of the pump. It won't work. Well, we don't cover that.” I was like, “So I paid an additional charge for these additional options. And I can't even use it because you have this speculation in here that we don't cover. It's a required part to cover this water pump system. That's a double edge system, so no one will ever be able to be covered for the water pump system because you have in there, 'not covered' the pressure switch." That doesn't make sense.

This was the worst experience. It was just upsetting. It was days and days of going back and forth with American Home Shield. People need to be informed of that, what they did because this is deceiving, what they did. They advertise and sell about, “Oh, we'll cover this and we'll cover that.” And this is my thing. I'm like, “Okay. That was just a water pump.” They have in there about covering a septic system, covering a roof. Imagine if something truly happens to somebody's roof or septic system, and they're depending on this company to fix it, and they turn around and deny them. That's devastating to a person, especially in today's economy.

So, I called American Home Shield and I pleaded with them. About a month later, I demanded that they send me somebody else and I paid another fee. They got ahold of R&C Air. They're a godsend. From the moment I got in touch with those people, they're like magic. I got a text message within 20 minutes of the conversation with American Home Shield and it said they had someone that could come out within the time frame. It was also asking if I was going to be home. I said, "I am definitely home. Whatever you can do, I will make it work. We're freezing." There were some pleasantries that were exchanged and they were very sympathetic from the text message. Within an hour and a half, a super kind gentleman showed up. He was very concerned with the fact that it was cold and that we've been without heat. I gave him the whole spiel and he looked at my system.

He found the issue, and within 24 hours, he was back and repaired it. It was crazy. He not only diagnosed the issue, he called American Home Shield, told them what his findings were, and I was able to get in touch with whoever he needed to to get the part and called and said, "Hey, I'm gonna schedule you super early, if that's okay." I was grateful.

He came, knocked it out, and I had heat before he left. My temperature was rising within minutes of him completing his job. It was funny because it was still cheaper that I had to pay for the Freon part of it, but they charged me $400 rather than the $500 that the other company who misdiagnosed it tried to charge me, my system was working, and it only took him 24 hours to get it done. I called to make the payment and spoke to Jackie. She was very friendly and helpful, and was like, "Hey, we're here. If you need anything, if anything else happens, make sure that you call. It's under warranty." They went the extra mile that you don't see nowadays.

South Placer Heating and Air is the worst. I would not let them heat a dog house, but R&C is amazing. South Placer said I had a leak in the system, and I had asked what led them to that conclusion and they couldn't tell me. So, it didn't make any sense to me that they did a diagnostic and said that it was a defroster board that wasn't working correctly. So, then they sent off for the part and did the repair. Because my house is so new, the parts themselves are under warranty through Lennox, which is the manufacturer. So, they weren't out of pocket. Then about a week and a half later, we were still freezing cold and my house is getting into the 40s. It was ridiculous that we went this long because of that company.

We waited for several weeks for American Home Shield to get that documentation that never came. Then finally, they had put something together and sent it over to American Home Shield and said that this whole thing was my fault because I refused to pay for Freon, and that there's nothing wrong with my system after they fixed that board. It's just that my system was low on Freon and that I've refused to pay for it. When R&C came out, he put clamps on things and tested things and showed me. He explained everything to me, and made it make sense to me. I didn't have any kind of question or regret that I didn't ask more questions or what was wrong with the system. R&C is amazing.

As far as my overall experience with American Home Shield, the hard part is the people that I dealt with were very sympathetic, but the rules that they have to follow are barbaric. I had to call 6 times in the dead of winter. I had just had surgery, so it was even worse, and I was bedridden for several weeks in freezing cold. I had to buy heating blankets and plug-in heaters. I had to order a whole bunch of stuff so my family would have a little bit of comfort when they slept. I told them this over and over and every single person was like, "Oh, my gosh. I'm so sorry. I understand, I understand. I understand. Let me escalate this." That was all I heard. I heard the same thing repeated. They were very kind and they understood, but the problem was I wasn't getting anywhere. It wasn't escalated. I was lied to and I was given false information multiple times.

I was contemplating suing American Home Shield for having my family freeze when they have the ability to turn this around within 24 hours. I put the claim in on December 8th. I didn't get my service until the 16th of January. That's how disrespected and disgusted I was with this whole process from American Home Shield. They have good people that could turn this around and fix it within 24 hours, and they refuse to get somebody out here in the dead of winter. Other than that, everything else that's in place works really well. It's just there's no follow through, and whatever guidelines or guidance that they're given, it needs help. When push comes to shove, that's the discouraging part. If you don't have a problem, it's probably a wonderful product, but if you do have a problem, it's the hardest thing.

The tech was extremely helpful, professional and efficient. He was the nicest person ever. He explained everything he was doing while he was here and the whole nine. I have two units and he said he would take the panels off and see what they could figure out what it was doing. He would turn the temperature up, make it turn on, turn the temperature down, and make them turn off. Test the temperatures at different locations in the house that the heat was coming out to make sure that they were proper. We could not recreate the noise so we discussed the different options and coming back. I requested them to clean the systems while they were here, which they did for me and I paid for. I haven't had a problem since. It hasn't done it again though.

On 01/09/2026, I submitted complaint to the BBB. Each time I phoned AHS I got the dodge, with them even saying they were looking for parts. Keep in mind the technician had already told AHS that machine serial number could not be located, thus no parts could be ordered. Finally, because of the BBB complaint, AHS offered me a replacement. Loyal customers should not be treated this way; they never fail to debit my account each month. I can tell you that I will not be renewing my contract with this company.

The current situation is I had the power go out in a home. I called it in last year, December 29th, but the vendor couldn't go out till the 8th of January, which is a long wait time. American Home Shield said they don't have any other vendor in my area. I asked if I could get my own vendor and file for reimbursement as that is an option in my contract. They said we have to at least give this vendor an option to go out.

The vendor came out on the 8th but they didn't submit their report. They just turned it in Friday of last week, which is a little bit more than 30 days. Now, American Home Shield wants to deny the majority of the estimate. The electrical panel needs to be replaced, but they're talking about modification or code compliance requirements. The service is still not complete and I have asked for a second opinion. Unfortunately, it's been a very negative service. I've filed several complaint and I've escalated things, but I have obtained no resolve at this point.

Certain parts of the house have power. Luckily, the kitchen has power, but the bedrooms and bathrooms don't. The tenants have generated lights and extension cords to other rooms which are very inconveniencing. If I had more of the mental patience, I probably would have thought about going to a real estate attorney but I'm overwhelmed. I'm trying to have my own vendors that I've been associated with in the past fill out some paperwork for them. I feel like their vendor didn't want to do the work so they dragged their feet.

But American Home Shield has done certain things. There have been times where they have replaced some major items like a cooktop. All Valley Appliance did the washing machine and they were very good. They were very cordial. There was something that they did to the washing machine where the tenant said she couldn't get it to work, but it was just a GFI switch that needed to be turned on and she wasn't aware of that. It was a simple fix and everything seemed to have worked out well.

I needed service ‘cause our dryer was acting up. A1 Quality Appliance was fine but I wasn't terribly happy with American Home Shield. They dragged the repair out. The technician had the parts with him but American Home Shield decided to go through their process which delayed the repair by two and a half weeks. They wanted to order their part through their supplier according to their price and schedule that favored them but really inconvenienced me. They also called me to tell me that something wasn't covered and I expressed my annoyance about the delay.

I've been with American Home Shield for a long time, probably about 10 years at this property and the previous one in California. Right now, I'm indifferent towards them. I was annoyed with that whole episode. They put themselves ahead of their clients. They've been good historically, but I've also seen my rates go up quite a bit. This is not the best service. I wouldn't recommend them and I'm open to the idea of switching providers.

Then he said he could not do anything regarding the intermittent leak because he has to see it. I told him it was intermittent and I could not show him but he should be able to change the cartridge for the leak will disappear. But he wouldn't do it. I got upset. He called his supervisor and the supervisor agreed with him. I have to create a video of that happening and I was not very happy about that. Then he went upstairs and opened the toilet tank. I told him that it looks like a very slow leak. The flapper is letting a little bit of water into the commode and after some time, the float valve will open up because the level went down. He said it was not a flapper valve leak. He changed the float valve and said everything is fixed. But it is not fixed. It's doing the same thing.

I was so upset. I rated him as 1 and put the reason why. The company sent me a text message saying one of their supervisors was ready to come and address the issue the next day between 10:00 and 11:00. I told them I could not do it because I had family coming here, and that was why I wanted to get it done before. I got another text message saying they'd escalate the issue to the general manager, and he would call me but that never happened.

I called American Home Shield back and talked about this. I have to schedule the company back and they have put that request already. But I didn't want anybody to come back and do the same thing. I wanted to talk to the supervisor before anybody comes in. I called, but one of the managers, Kim, was in a meeting. Then she called, but I was in a meeting. I called back and left a voicemail.

I had also filed a claim for a slow leak on the garbage disposal. This is an old one. It's seven or eight years old so it's probably time to replace it. But I couldn't get somebody right away. Saturday was my 70th birthday, and people would be here. My appointment was on that Saturday but everything will be fixed at least. A guy came in from Georgia Rooter, and he was on an agenda. He came and looked at it. He said he deals with it every day, and American Home Shield was not going to cover it. He explained some weird reason like it's two different systems on this and that. I didn't even understand what he was saying. But he said he'd talk to American Home Shield. He went outside to the truck, came back in 10 minutes, and said they don't cover it. He said he could do it for $750 if I pay out of pocket. I told him no so he left.

I called American Home Shield to find out what was the reason for the denial of the warranty. The lady who answered the phone said the technician reported that there was a hard object which caused the problem. There was no hard object. If there was a hard object, then he should have taken it out. But he just turned it on. The guy was trying to take me for a ride. I was upset with the lady at American Home Shield yesterday because she said they could do a second opinion, but it was gonna cost me another $125. I asked to talk to her supervisor and she put me through escalation department. The lady from the escalation department said they could do a secondary opinion without charging. That guy is gonna show up any time today between 10:00 and 2:00. I hope he's gonna fix it.

I also have a Samsung refrigerator and I had problems with it last year. A guy came in, and he fixed it. He replaced the icemaker. But three or four months later, it's doing the same thing. I haven't called back yet because I have to turn on the refrigerator for 24 hours, and I have to remove every single thing from that refrigerator. Otherwise, I'll lose all the meat. I've been postponing but now I gotta do it.

Most of them in customer service are very friendly in trying to schedule the appointment. But I probably will cancel American Home Shield. I'm not going to renew it. I have to pay $125 every single time I file a claim. If I use it 8 or 10 times in a year, it may be worth it. But if it's two or three times, it may not be worth it. I'm already paying monthly around $500 to $600. If I call a couple of times, that becomes $1,000. Stuff like these could be done in $300 to $400. It's not really helping but it is for a peace of mind.

As the date got closer, I was wondering what was going on. Then a lady from AT Appliances called me and said they never got a confirmation from me. I told her I sent them a text message and she said she could re-set it up. She also said she didn't need me to take the photos. I told her I had already sent them the photos. She went and looked, and she found the photos. How could they say they got the photos but they didn't get the confirmation. They gave me a time window, which was on a Saturday, but they didn't show up. I tried calling them but all I got was they were closed. But according their web page, they didn't close until noon.

I called American Home Shield and asked if someone was still coming out. They tried calling AT Appliances and got the same answer. They told me they could refund the $125 service charge which they never did, but that's fine. The rep said she'd send a text message or an email to them. About an hour later, I got a call and to expect a repairman between 1:00 and 5:00. I asked them if they could expedite it and they said they'd see what they could do.

The tech called me about half an hour later and told me he was about 25 minutes out. His name was Stan, and he did fine. He came in, fixed the fridge, and everything was great. The fridge doesn't seem like it's as cold as it used to be, but everything's staying cold, so I don't have a complaint about it. I understand that these guys go out on calls, and sometimes things happen that would cause them to take a little longer. But all I wanted was just some update if they could make it to the appointment and I didn't get that. That's what made me upset.

With the plumbing claim, we had water backing up. For almost two weeks, we determined that it was leaking out of the kitchen sink so we quit using the kitchen sink. We couldn't use the dishwasher so we walked down to the laundry room where we had another sink, and we washed dishes down there by hand. The contractor couldn't get to us for quite a while. Finally, I went looking around to other plumbing companies, and I found somebody who could come out within that week. I canceled the initial contractor and told them not to come out as I was getting the issue taken care of. American Home Shield refunded the $125 on that one because I canceled it. They weren't able to get somebody out quickly, which is fine. I understand that people get busy, but some contact would have been nice.

I had another house that we sold before we bought this one, and I had American Home Shield on that one as well. Their service was fantastic. They assigned companies you've never heard of, but everybody came out on time. If they were delayed, they'd call and let us know. Once when I called American Home Shield for a claim, a company called Awesome Appliance showed up in a van that had looked like it had been hit. But the kid came in, and he did a fantastic job. He knew what he was doing. I was perfectly happy with American Home Shield then but this time, I wouldn't recommend using it again just because of the lack of contact.

My biggest complaint about American Home Shield now is you have to pay the deductible ahead of time before the contractor even comes out. Before, you pay the deductible after the contractor has come out and done the work. I started reading reviews after I made the claim and looking at AT Appliances, a lot of the reviews said there's no follow-up. They get the tech out there, the tech looks at it for a few minutes, and says they can't fix it. If I'm paying $125 to have someone come out and tell me they can't fix it, I don't want that. We paid for the policy with American Home Shield in full, so we'll keep it for a year then we'll let it go.

He was very nasty. He bumped into me on the way out. I called and spoke to the owner of the contractor company. He said that that was not the first complaint that he had. It was a Thursday or Friday and I had to wait till Monday. The owner said, "If I try to send somebody the next day, it's gonna be the same guy." The technician didn't get disciplined or fired for his behavior.

I tried to get in touch with somebody with American Home Shield. We had to wait for them to close it out before we could do anything but they sent somebody else. Come to find out, the piece between the ice maker and the door where it pours out was frozen the whole time. The second guy that came back was pretty decent. He ordered different parts and tried to fix what he could. He went to my mom's and stated the reason why it wasn't making any ice. He was very nice about it. He told me I wouldn't know for a couple days but it's been a couple weeks and there's still no ice being made.

I've had American Home Shield for years. I tell everybody they need to have American Home Shield if they're older and they have an older house. It has saved my life many times and saved me a lot of money. I've had them fix my washer, dryer, air conditioner, furnace, plumbing, and dishwasher. When it came to my central heat and air which is from the 80s, they have fixed every part on it with no problems. I don't get a new system because in the summer, you could store meat in the living room. I don't think I'll find one that that is that powerful. The house has 15 rooms. I keep the same one, and they've been able to keep it going for me when I need it.

American Home Shield does good with everything except for garage doors and refrigerators. Every time there's a problem with the refrigerator or the kitchen appliance, it's hit or miss. It's very difficult if you're not satisfied with the services. The one time I had a guy to come and do my garage door was another thing. My garage door wasn't closing. He told me my sensors were bad, and that I needed to get new sensors. He got in his van, disappeared and closed the ticket. The next thing I know, garage door coverage was removed from my coverage. Then the following year, it was put back. No one's been available to discuss that either. It's hard to talk to somebody live at American Home Shield about your coverages and what you wanna change. It's overly automated.

When the lady from AHS called me back and said they couldn’t find anyone, I was aggravated and told her to cancel it and that I would get my own plumber. She said she was calling back to tell me that they couldn't find anybody. I told her that's not true because I gave them the man's name and he called back and gave them the dispatch number and they still won't send him out here. I didn’t understand why I was paying them to go through all of that when I had already given them someone who worked for them and had done fine before. The representative kept repeating herself, so I said to just cancel it and I would take care of it myself.

After that, the automated system kept connecting my phone number with that deal. So I waited and I called back, and I finally got somebody else. I went through all my properties with him and got everything straightened up, and made sure we had the contract numbers right, because I have about 20 of them through there. I told them to cancel that property because I was going to sell it anyway. They offered a couple of free months if I would hang on to it, and I agreed and said I would let the new buyers take it over.

I’ve been with AHS for about 20 years and usually like them. They usually do a good job when they come out. The only thing I see wrong with the company is that they try to send people who are 110 miles from you instead of those who are 50 miles from you and can get here a lot faster. It doesn't make any sense. But usually, AHS is decent about getting somebody when I call in. It's just this one that the lady and I didn't mesh, and it was not going well. They charged me a $125 service fee, but didn’t send anyone out. I was told they would not return my money. But they’ve always returned my money before if they couldn’t send anyone. I spoke to someone else the next day, and they said they would return the fee. AHS has a lot of good people, but sometimes you may get someone with whom you’re not meshing.

I submitted the ticket through the American Home Shield website then the company they assigned called me to set up the appointment. However, there was a little bit of phone tag. They would call me and leave a voicemail. Then I would call them and leave a voicemail as well. But once we finally connected, it was very simple. They were very flexible in regards to time. The gentleman that came to the house was amazing. He didn't make a mess and did all the precautions. He had to move the fridge and laid the little mat down in front of the fridge to roll it out. He brought towels because of the water coming out and made sure to clean all that up. It was probably cleaner than before he even came. He did awesome.

American Home Shield is very easy to work with when you follow the proper process. I've been with them less than a year again for the second time. They’ve been there when I needed them. But a few years ago, I had an issue with them and it was very disappointing. At 2 o'clock in the morning, the blower motor went out on my furnace on the coldest day of the year. I woke up in the middle of the night to my smoke alarms going off ‘cause the motor smoked up. I called 911. The fire department came and searched the house. It went down to the furnace. I started calling furnace repair people and they billed me higher because it was 2 o'clock in the morning, which I was fine with because I needed it fixed. But when I called American Home Shield to submit the bill, they said I didn't go through the proper process, so they declined my claim. I had to pay 800 bucks to get the blower motor fixed in my furnace.

I don't know how American Home Shield outsourced it to a plumber who was in Sarasota, Florida. So we did have some leaking for an extra day because the request was sent to Florida for some reason. And that was an American Home Shield situation, not the plumber that came out. The only thing the plumber said was they may have to come back and replace the hot water tank itself because the pressure was potentially what was causing a leak at the hot water tank. We're supposed to monitor that and let them know if it's still dripping. The gentleman was nice and professional.

There had been several parts replaced along the way, and it was clear the furnace was too old. I’m grateful it was replaced because the temperatures were below zero. The challenge was the length of time it took. I was afraid of frozen pipes. We used space heaters, and friends loaned us some, which helped us get through it.

If the people making the decisions could look back at the follow-through and see that I had been having issues for about a month, making the decision a little more quickly would have helped. I understand there were holidays and other things that may have interrupted the process. But Everyday Heating let American Home Shield know on January 5th that I needed a new furnace. And the invoice for shipping wasn’t made until January 13th. Shipping took another week, and it arrived in Wichita, Kansas on the 19th. It was installed on the 20th, so we were without heat for about 20 days. That seems like a long time to be worried about frozen pipes and winter. But the people I spoke with were very helpful and did their best to move things along. I would just like to see the decisions made a little more quickly.

The technician was experienced and knowledgeable. I showed him the crack, and he said he would send the report in, but he never told me it wouldn’t be covered. The first time, we had the breaker off, and he told us we could still use the stove, just not over the crack. But the crack kept getting bigger. If you read what GE says, or even look it up, it warns that using a cracked glass-top stove is a fire hazard and could cause serious issues. I was surprised he didn’t tell us not to use it and that it wouldn’t be covered.

I was told by the people I spoke with at American Home Shield that I would have a response within 48 hours, but I never heard back. I checked the portal, and it showed that the claim was closed and completed within the past 24 hours. I couldn’t get anyone on the phone, so I resubmitted the same claim. They sent someone out again, and that’s when it was confirmed it was not covered. They should have told me that the first time. We were without a stove for almost four weeks. We ended up buying a new stove with coils. We paid Home Depot for delivery and installation. The communication at the start was not good, and along the way, people didn’t want to listen. A representative named Ice told me she would call me back the next day and that I didn’t need to do anything else. She never called. Another representative wasn’t very nice when I followed up. I don't like people who treat elderly people like they're dumbbells. It's awful.

My brother had a plan with American Home Shield when he lived on Cape Cod, and he told me how good American Home Shield was, which is why I decided to make the call. He had two claims very early on during his contract, and when they couldn’t repair the items, they replaced them. It is difficult to understand when AHS says something is normal wear and tear. If it's normal wear and tear, everything I own in the house is just waiting to be replaced by American Home Shield as long as I pay that $125 and go through all the inspections. It doesn't make any sense to me. To say that something is normal wear and tear and it's covered seems a little bit chaotic. But I know someone for whom it worked, and as a result of that, I can continue.

The parts didn't take too terribly long and the service person was on schedule. There was some snow delay, and the company gave us advance notice that they were gonna be delayed a day because of the weather. Other than that, the timing was fine. It wasn't urgent. It wasn't like the machines were broken, so a little extra time in this case wasn't a bad thing. On the other hand, the previous experience we had with another ticket was not handled as well. That was related to a washing machine, and the vendor that was chosen called to tell us he was on his way. In talking to him on the phone, he told me that he didn't have the parts on his truck and it didn't make sense to me to have an appointment to show up and not have the parts. That was ridiculous. When I expressed my concern to that partner about the delays and the schedule and that particular practice, the vendor was not good. It wasn't Home Shield.

When I contacted Home Shield and asked them to intervene on our behalf, the answer I got was, “We don't handle scheduling.” I said, “Yeah. But it's your brand and your relationship, not mine. And the vendor, they're coming on your behalf, not mine.” That's when they told me that they can do a cash reimbursement if I wasn't happy with somebody. I could pick my own guy and get a cash reimbursement for any out-of-pocket expenses up to whatever they're negotiated. He told me that after the fact and it was good to know, but I did not like that interaction. That's like having an auto insurance claim not go well and the auto insurance company will say, “We didn't do the repair.”

I choose premium brands for things, and I've worked with those industries for a long time. I've never had an insurance agent on my auto side say, “We don't really care that much about the provider of service for the repairs.” When I had a problem getting one of my cars repaired, my insurance company stepped up, engaged with them and accelerated the repair. They did not say, “Nah. That's not what we do.” To have the company's brand representative disassociate their Home Shield brand from the provider of the service is a problem for me, but the more recent claim with the GE repair corrected some of that for me. So, if this guy would have been just as bad as the first one, I would have canceled our contract.

AHS called me and let me know that I wasn't covered that 350 that the contractor tried to charge me. At first, they said that they weren't trying to charge me, but that was what they told AHS. It was a mess. AHS called me up and said, “They're coming through.” They came through and switched a tiny part, and were able to fix the door. It works great. It doesn't come off the railing system.

We replaced the spring last year because the garage door needed some maintenance. The contractor showed me a picture of the springs. I didn't know this because I was on my way out, but my wife noticed afterwards. She said, “I don't think that was our springs because our springs are silver on the edge of picture that they showed us. The one they showed us was black.” Greasy black springs. After she pointed that out, I said, “You know what? You are right.” I went up there and noticed. I don't have the picture, so I don't know if that was the actual picture.

I did some research. People said, “Careful ‘cause there's people out there that will show you pictures from another job or something else. They have to charge you more.” That is what I felt like the contractor was doing. But service-wise, AHS fixed the problem. If I call in, they tend to do everything right away. A couple weeks ago, there was a leakage in the roof. It wasn't even on the roof. It was on the furnace. Water leaked through. I called AHS. Within hours, a guy came through. I like that. I know AHS sends someone as quickly as possible.

American Home Shield is expensive. They've gone up since I got them in two years ago, almost $20. It's fine for what it is, but there are starting to be more companies that are coming out that do the same as they do that are cheaper. But I've had American Home Shield for two years, and I've never had an issue with talking to customer service.

I am a Gold Shield member and the heating and cooling tune-up is not included the plan. When I called to get a service, the technician did not explain to me that I need to get approval for the refrigerant. For the refrigerant, he said I only have $10 allowed for my service. I didn't know how many gallons he put in. Then I got charged for $500, which is if I knew that I needed to upgrade first so I could get included in my plan, I should not have paid the 500. The $10 that he said covered my insurance, he did not actually give me the credit for $10. It's also noted when I called the customer service. Because every time I called, I also mentioned about that. But it's not settled yet. I did not get any email about the conversation for that company.

I had it one time that I put it in a claim and AHS told me to find somebody. The guy came and did it but we couldn't get reimbursed. I wound up losing 200 and something dollars. I sent file after file and the rep made sure he did everything correct and I emailed it in and never got reimbursed. I went almost a year calling. Also, I never had trouble with the two different people who were here. They were able to repair the issue but it took three weeks to get parts. It was the worst of them. They found out it wasn't right, and they had to put another part but it was on back order.

If AHS called the guy who has been here six times or more, I would have been happy. But AHS messed around trying to find somebody who was half an hour away, but that was the first time he did a job through American Home Shield. The other guy usually had it in the truck. If not, it would be shipped here and it would end up in my house two days later. The newest guy didn't. He had it sent to himself. He did a good job when he was here. It's just it took a while to get the part.

At first, I thought that the tech was a little abrupt with me and I told my mom that I didn't think this was gonna work. But then he came out and he turned out to be an amazing person, in terms of listening and explaining. So, I really would have rated him highly based on that, and the problem has been resolved. He had to replace the suspension. It took around a week for that to be ordered. I was able to follow that online. The washer has been working perfectly. I'm glad my paralegal told me about American Home Shield because they have been a lifesaver for a single woman. They have saved me. I like the fact that they do not try to deny my claim. That has been my true experience. They send out the person. They investigate and they resolve. I have not come across anything that needs to be improved so far. American Home Shield is worth every penny. It's worth your peace of mind.

We requested that we have the hot water has been coming brown in my house, which means that the water heater is rusted inside. AHS doesn't want to change it either because they said it's not leaking. I got to wait until it's leaking for them to change the equipment. In the meantime, I have to use the brown hot water in my house, and that's not right. We know that if brown water is coming in, it's because it's rusted inside. However, I have to wait until the equipment breaks for AHS to change it. They only say that, “It's not broken so it's not covered, so we are not going to do anything. Everything is right.” I already paid the $100 for them to see that the water is brown and they know that it's rusted. But since it's not broken yet, they won't cover it. Those are the kinds of things that I am in disagreement with AHS.

The problem is I don't know why AHS keeps using that first company all the time and send them out first. I just don't understand that part. So, it took me almost a month and a half without AC until I was able to get my AC working again. It's weird that way. As far as the technicians, the first one that came out didn't put the correct information in his report to American Home Shield, which denied the claim based on his analysis. So, I had a second opinion.

The second technician that came out saw exactly what we saw. He told told AHS that the first technician's analysis was not correct. He said the unit stopped working because of its age, and it needed to be replaced. They did replace it. So, they took care of it, but it took about eight weeks before we got the system fixed. They ended up doing the work, but I have to make a million calls and have to deal with so many things. They'll deliver, but it takes a lot of work to get that done.

I was floored. It was a $4,000 leak repair. American Home Shield cashed out at 1,000. They said on slab leaks, they cover up to 1,000 and I own the rest of it. I was thinking they were gonna rake me over the coals because that third party didn't really nail down where the leak was. He thought the leak was on the inside corner. It happened to be on the other side of the wall, which is outside the house on my seating area. It's kind of nice that the Sigmond plumber backed up his third party by saying it was correct. It's five feet off. I don't know what the standard is, but I was overall happy with what happened from American Home Shield, Sigmond, and HydroScout.

Since the repair, I noticed that, upstairs, the water was on a low water pressure and there was no hot water. I thought if the water is not recycled through, the hot water is never gonna make it up. It eventually went away on its own. They were gonna come back out free of charge and check it out. Then, I told them I still have a problem with my kitchen faucet having low water pressure. I told them upfront, "Hey, when you come out, one thing has resolved except I still have a problem with the other one."

Their guy came out and he started taking my nozzle apart on my sink and when I was getting ready to ask what he was doing, he showed me there was sediment in the strainer and none of the water can get through. So, he fixed it. He tapped it out and I had full water pressure. I told my wife, "I am glad I didn't tell him how to do his job." I was very happy that they didn't jack the price up because I had to keep trying to find the leak. They had a jackhammer through my slab and that wasn't easy stuff. He had to dig with his hands so he didn't break the pipe. They kept working and working trying to find that leak. I was really impressed.

The service call originated because my pool pump went out. I made an initial call where American Home Shield sent the first vendor, Duncan Pools. They came over, and the gentleman sounded very intelligent about it. It sounded like he knew what he was talking about. Right away, when he looked at it, he said it was installed incorrectly. The more he started moving around, he kept asking who installed it. I told him it was Alchemist. He asked how long ago. When I mentioned to him it was last summer, he said he heard about this company. They're not very good. He doesn't know why American Home Shield still does business with them. He started playing around with the pump, and he said they completely installed it wrong and that was what caused it to fail. So, American Home Shield sent the claim back and sent the Alchemist back. The Alchemist installed the pump in the summer of 2025.

So, the Alchemist came over. The gentleman was here for about five minutes. He opened up the pool control panel, which is designed to be outside on the weather, and the first thing he said was there was water inside it. We were like, "How can be water inside it? It's sealed. Y'all are the ones that's installed this." He said the water inside was what caused the panel to burn, which caused the motor to burn. So, now, I had a panel and a motor out of service. They said those were not covered by them. I told them they were the one that installed the panel. He said it might be a fault on the panel. I then told him they purchased the panel, and that was when he said that they purchase refurbished panels, which is, an incorrect information I got from American Home Shield. They had told me that they use new parts.

So, going back and forth 12 calls later, I went back to my contract and on page 4 or item 4B, it says it should be over for faulty repairs by the vendor. American Home Shield is telling us that they do not guarantee the vendors that they contract out, and that we need to take that up with the Alchemist. Do not use American Home Shield. Go with a different company. They don't stand behind their own contract.

Suddenly, through the American Home Shield portal, I got an update on the status of the docket number saying it had been addressed and was in the process of being closed out. However, nobody came to look at it. I finally received something that said, “Hey, you have a choice for cash in lieu of repair, try to do a repair, follow up on repair.” The place that was assigned to me was not doing me any good, so I told them to cash it out, and I'll figure out how to repair it. I did receive the cash.

As far as the ease of making a claim, the follow-up information, and how that's done, everything from American Home Shield has been satisfactory. On this property that we bought this AHS policy for, we've met new neighbors who closed on their property a week after we did. So, they are in that stage of trying to decide if they need a home warranty or not. Based on experience so far, I would certainly recommend AHS to them and share the experience we've had thus far.

I've had a few of AHS's service people, just recently with one of them, where I've had problems with the service personnel. Sometimes they get very disrespectful. I got a problem with the leak in my shower. It leaked but it didn't turn on. I was gonna call about the leaking part. But a couple of days later, it stopped working. I called AHS and they sent out a guy who took off the shower head and said it was blocked. I said it leaked. He said, "It's not leaking now. So that was probably why it was." After he left, it still leaked.

AHS sent out this other legend-in-his-own-mind guy with a trainee, and said it was the valve. He said, "We don't carry these valves on our truck. This is a special order valve." I said, "Okay." He said, "We're gonna order it." I asked, "How long is that gonna take?" He said, "It's probably gonna take about a week." A week went by and I got a call that the valve is in and that they would make an appointment for the next day.

The next day came and the same guy showed up, but without his trainee. He asked, "What am I here for today?" I said, "You're here to replace the valve." He said, "The valve hasn't come in yet." I said, "They called me and they told me the valve was in." "No, the valve is coming in today. I'll be back tomorrow. And the valves don't always come in on time. It's a logistical thing. You might not know how these things work." I've been with major manufacturers. I've been with the largest toy wholesaler. I know how logistics, manufacturing and retail work. I was an executive for Toys R Us. I know all these things and this guy talked down to me. I know the part is in because the woman said, "I've got it right here." She called me and told me that they had it. She's not going to tell me that it's coming in later today.

The tech ran out the door and slammed my front door shut. I called AHS and complained about him. They sent me out another guy. He came and said it was the valve. He took it out and said it's leaking. He turned and put the valve back in and ordered a new one, and put the valve in backwards so that when you go cold, it gets hot, and when you get hot, it gets cold. But it stopped the leaking. He came out yesterday and put in the new valve. Hot is hot, cold is cold, but it's still leaking. I've been sick, so I haven't contacted AHS. But I have to contact them to come out again. I don't know if it's the service contractors but most of the ones I have have been terrific.

I tried to contact the company AHS assigned. They didn't answer. I got some AI system. I waited for 24 hours. I called AHS back the next morning. They said, “They don't service your area.” We had to get another technician sent out. It was frustrating. Why did they even assign it to somebody who can't come to my area? Why wouldn't they check that? I asked the woman, “Why are we assigning somebody who cannot service our area?” She said, “It's automated.” We don't double-check these things, especially when it's a heat issue in the winter? It was in the single digits that week.

I also asked the lady, “If this contractor, for whatever reason, cannot service my area or does not get back to me in a timely manner, can I call my own company or even the company that put in the furnace and AC, ask them to come out and check it and then send you guys the information?” They said, “No. It won't be covered if you do that.” That's a little odd.

The second contractor, the one who was able to come out, was great. He was very knowledgeable. However, I don't want the first tech to come back to our house again. He's the one who replaced our furnace. He overcharged us. He wouldn't give us a breakdown of our out-of-pocket costs. I didn't appreciate that. But the furnace was replaced, so it is what it is. It's not AHS's fault. There are a lot of hands that go into this process. It's not just them coming out to look at it. It's them dispatching a company to come look at it. So, there are a lot of things we gotta wait on.

This is my first home that I've purchased, and we've had it for about a year and a half. And we've had so many problems with it. And having a warranty has saved us so much money, so I appreciate AHS for having that warranty with us. They helped us out in situations of not having to shell out much money with replacing our AC and furnace in a house we just bought. It's good for the price of the coverage. But I don't know if I would go with them again in the future.

I asked to talk to someone who is in a managerial role, but they didn't want to connect me with them. Whenever I call, I don't know if it is in the US. It looks like I was connected to another third-party country. They failed to communicate well. I'm not a native English speaker, but it was hard to understand them. It was frustrating because the customer service was poor. There was no accountability and there was no one who was willing to listen to me. The direction of the customer service is will be frustrating if it continues like this.

The price has been increasing annually and there was no incentive. When I started, it was 40-something and it kept growing. I pay 60-something now. And every time I create a ticket, it's $125 whether it's a $50 or $70 fix. I almost made a decision to drop out. I told AHS, "Can you just give me my refund of this $125 and just cancel my service with you guys?" I have been good with AHS. However, I'm not sure if something changed recently.

Sometimes we would go a couple of years before we use AHS. They have replaced a couple of dishwashers over the years. This year, we had three repairs in a row. I like the person they sent out to fix my washing machine. We've had issues with them on previous repairs taking forever to get someone out here. We live in a smaller town. But most of my issues were with the Sears people, not AHS. I'm happy with them.

I would turn the dishwasher on and no water was coming in. It wouldn't run. I filed a claim with American Home Shield on their website. It was easy. I was informed Sears was assigned, and they would call me for an appointment. They had to come out three times. The first time, the gentleman replaced the pump but it didn't work. The second time, he replaced the sensor but it still didn't work. I told AHS, "Maybe you guys need to find a different repair people." The lady said, "This is who we have. I don't really have a choice." The third time a different gentleman came out because they ordered a new motor. That was when we had all the problems with Sears.

It is very frustrating that it took over five weeks to get the dishwasher fixed. Sears had to wait, order a part, and they couldn't come back until the part arrived. It was 6 o'clock at night when the tech was here. However, he couldn't find the clamp that holds the hose onto the pipe. He said it would be okay without it. He put it in, turned it on, and water went everywhere. He swore in his frustration. He must have used the F word 20 times.

I've been trying to file a complaint with Sears because when that water went everywhere, we had to give him towels and our own Shop-Vac to clean it up. After he left, it worked. I went into the kitchen to look at it and there was still water and it's squishing under the floor. My flooring is ruined. AHS had no way to get ahold of anybody. Every phone number I called was automated. They have tried to contact Sears themselves and they couldn't get ahold of anybody. The rep said all she can do is send them an email. However, no one has contacted me. She gave me a different phone number, which was automated and they wanted the service number, which with Sears I don't have. I just have the service number from AHS.

When they came back, my husband was there, and when he opened the door, the gentleman kind of pushed his way into the house and didn't even say his name. The gentleman barely spoke English. My husband asked him questions about the other stuff, and he didn't explain anything or tell us about that spout or verify about the Keurig. My husband said, "Well, what about the Keurig? Is that gonna work now?" He said, "I don't even know what you're talking about."

They did fix the leak. My water is working correctly. The Keurig was working so I'm assuming it was because of the water flow that was why the Keurig wasn't working. However, it wasn't because he knew that. I like the service because I can't afford a new refrigerator however long they're supposed to last. It doesn't seem like they're supposed to last very long anymore. So, I like that I can just call AHS and get it fixed and I can just pay one fee. But so far, I haven't liked who they are choosing to come and work on my equipment.

I’ve been with American Home Shield since 2017, with only one issue. It was a plumbing company out of Waterbury. They left me waiting four to five days for a shower part, then another week to come install it. I told them I had already been like that for days and asked if that was how they worked. Sometimes things are out of your control, but it was just the way they spoke down to me. They were not professional in any way. I flagged American Home Shield and asked them not to send that company again. Other than that situation, I’ve never had a problem. I’m in customer service myself and have done training, so I know how important professionalism is, and that was the only time I felt disappointed.

My rate went from about $64 to $70. Everything is going up, so I understand, even though I wish it could’ve stayed lower. I just lost my husband six months ago, and I live alone now. Having this coverage reassures me. My husband wasn’t handy, which is why I bought the policy in the first place. I’m grateful for it, especially as a woman living by myself and not knowing how everything works. The only other issue I had was the phone wait time, which could be up to an hour and a half. I used the AHS app instead and got a response within five minutes. I didn’t realize there was an issue with my unit until I got home around 8:00 that night. Because of the storm, I hesitated to call, but I’m glad I did. All I wanted in the middle of a storm was to feel secure and not have to leave for my mother’s house. I was grateful they took care of it.

Recently, I needed help with my dishwasher. I contacted them. Within 24 hours, they had someone get back to me from a repair company. The appointment was in a timely manner and they came out and they took care of what they needed to do. The contractor was fine. He kept in touch with his arrival times and gave me good information about what we needed to do to fix the dishwasher. Now, it seems to be functioning the way that it’s supposed to. He took care of what needed to be done, so I was OK with the contractor as well.

It is a cost, certainly, and the cost has been going up over the years, but I understand that the products are getting older, so it makes sense. If you are not able to have the funds to buy a new appliance, or if it's a newer home, it's still worth having a home warranty service like this. They got pretty much everything in my home covered. Not every single thing, but most of my appliances, and they've done a great job in terms of making sure I can get in touch with them and set up repairs easily.

When you submit claims with AHS, you pretty much have to do it online to get ahold of American Home Shield. By phone, it's a hard process. Getting the appointment set up on time is quick. The problem is that instead of just going down and getting the parts they need or already have, the contractors have to use specific AHS suppliers.

I always submit my service requests online, then after I put the request in, I receive a text or an email back within three to five minutes of who's gonna get the job. It's easy. When I went online and marked all the things for my water heater, they assigned Glover Plumbing. They were young guys who knew what they were doing and didn't mess around. They were very professional young men. My water heater had to be replaced and they were in contact with their main office on how they wanted to handle it then they contacted American Home Shield. Glover Plumbing did a great job.

The contractor asked me if I wanna purchase a brand-new unit. I told him, “Are you out of your mind?” Some of it will cost like $5,000. Why would I buy a brand-new unit when I just need a fan? That didn't make any sense to me. For the thing to be fixed from beginning to finish, it took almost two months. The interaction with the techs was okay. They said they had to wait for AHS to approve it. Then they had to order it. But they didn't know how long it would be. It finally got fixed after I really acted up. Communication with AHS was terrible. What really set me off was the contractor trying to sell me a brand-new unit for $5,000. That’s a lot. I said, “I've been paying for this insurance for a while. They're supposed to fix the unit or replace it. That's in the contract." Why were they asking me to buy something?

The total bill for replacing the hot water heater was 2,500. American Home Shield offered me 700 and that was not acceptable. I declined the option within five minutes and said, "We'll just have to figure it out because I'm not gonna pay out of my pocket." They said okay and everything else was supposed to continue forward. Long story short, we were without hot water for over a week and we were forced to stay at a hotel because, apparently, American Home Shield outsources their water heaters to some company. It was awful and I would not recommend them to anybody, especially in the cold.

I've had American Home Shield for 15 years. I've replaced a water heater with them before and it was replaced within the day. I don't know when they decided that it was acceptable to have people wait up to two weeks to have hot water, but that is completely unacceptable. They kept telling me, "That's our policy," and that should never be a policy. Overall, my experience was terrible. I was forced to wait. I've already got a new company lined up, and as soon as I am able to cancel, I will be canceling.

We had a plumbing claim that we submitted online and it took about five days for someone to come out. They were in and out of there quickly, but the fix lasted one day then it broke again. I had to refile and it took another five days for them to come back out and fix it this week. They showed up the day before yesterday and hopefully, it stays fixed.

The young man got all the parts for the dishwasher. We were trying to wait and let him come one time for the dishwasher and the refrigerator, but AHS kept sending him the wrong part for the refrigerator. They were sending him the plate that catches water or ice. He sent it back, and then ordered it again, and AHS sent him the same plate. As a matter of fact, he left it here with me. He said, "This is what they're sending me. I'll be leaving it, and you can let them know."

What I'm needing is the thing that you push for the ice to dispense. He ordered it on the date that he came out and finished the work on my dishwasher, but I haven't heard anything from AHS saying that he got it, or he hadn't called me. He said when he received the part, he'd call me. AHS sent the part quickly, but it was just they sent the wrong one. Other than that, I have recommended AHS. They got a good price. Their customer service reps knew what they were doing, and they were always very pleasant.

Recently, a contractor came out to fix the dryer that wasn't heating. I called American Home Shield to submit that claim. It was quick and very easy. They said a contractor will reach out to me. We've had AHS for a little while, so I know they provide a number. I called and left a message. They called my husband and they came out quickly. The tech relayed to us what it was and that he would order the part. The part was shipped directly to the house. With the snow, it took a little longer. But as soon as it came, the tech called and came out the next day.

I've had plenty of people come at that time and none of them have ever done anything. They always come up with some excuse why they can't do the work or this and that. They turned in some service report that said, "Oh, this is messed up. There's too many missing components." How is there something that just worked a few days ago and now, all of a sudden, components are missing? That don't make sense. That's just somebody that doesn't really wanna do the work and they just wanna get out of here at 5:00.

Lance, the tech, explained what the problem was. He said he would have to call AHS and tell them what it is and then they’d let him know whether or not to do the work. It was no problem with him at all. He was great. I never have a problem submitting a claim. The reps listen and say they'll have somebody contact me, which they do. I haven't had any problems, up until now. It was disappointing because I've never had an issue with AHS. And I didn't understand why they weren't able to fix the issue. They need to explain to people in detail when they say that they'll cover these things. As a whole, my experience has been good, except for this one, and I’ve referred several people to AHS.

The third tech came out, and he told me the prior technician was stupid and didn't know what he was doing. He proceeded to argue with me about the problem that I was experiencing and about what the prior tech had told me. He found a loose filter on the product and reseated the filter. He remedied the problem, but he was very rude. The dishwasher has been been okay, but I want a refund for the last two months because I was without a dishwasher during those months.

Other than that, the dryer has been fine. Everything works. He had to come back and get parts. They said they were gonna send them at some point. Their emails were saying that the parts were being processed, then they called me and said, "Did you receive the parts?" I said, "Why would I receive the parts?" They couldn't find them where they're supposed to be sent. So it took a while is the problem. But I'm not holding it against American Home Shield. Everyone there was so nice and helpful. I've already recommended American Home Shield to a couple people who asked about it. I told them that the price was fair and that their service so far has been really great. It's a reliable company that provides a great service. It gives me a little more peace of mind if something goes wrong in my home appliance-wise, and that they would be there to help me fix it.

So far, I've had good experience with American Home Shield and I have referred family and friends to them. It's a little pricey. Over the years, it's going up. But hopefully, the price doesn't go up too much. Because after a while, it's gonna be priced up. It comes in handy when I need it. In fact, I was trying to decide if I was gonna keep it or give it up. But I went on and kept it because when I do need it, I can reach out to American Home Shield and it's there.

I called American Home Shield and they said they would investigate. I didn't get a call back so I called again, said they were gonna investigate again, but didn't get a call back. So I had to pay out of my pocket. I was gonna pay $18,000 to have a new unit based on what they said. But I got a recommendation and I got another person I had to pay out of my pocket come out here. They said I needed a thermostat and they said rule number 101 of HVAC people, all I was missing was a fuse.

They went out in their truck, got the fuse, came back out, and looked at my wiring. They said whoever has been doing my stuff messed up my wiring. He got my heater running and put in my new thermostat. Then he came back the next two days, looked at my air conditioning unit on the outside, and said the same thing. Whoever I had servicing, which was American Home Shield, messed up my wiring. They fixed my wiring. I paid $500. I never got anything back from American Home Shield. So I called and canceled them. I don't need them. I was paying $82.99 a month, and then, for them to come out and tell me that mess, I paid $100, and they never reinvestigated. They still claimed they were. It was the worst experience. I'm going to HomeServe now.

I had a very bad experience with the air conditioner. AHS have in their stable certain people. They have their one or two plumbers, one or two electricians or one or two dryer people. The service depends on how good those people are. If those people aren't good, it's not gonna be a good result. You just gotta get lucky with the people that AHS has on their contract. Sometimes these guys come in and say, “We gotta order parts.” And that could take a couple of weeks. But in this instance, the Russian dryer guy was good. He did the diagnosis, had the parts with him, and was able to fix it on the spot. It wasn't a major repair that required a lot of work. There was probably something that was burnt out or worn down like a bearing.

I was back and forth with AHS and spoke with three different levels of representatives. I was given conflicting information each time, and I ended up paying over $13,000 out of pocket to replace the HVAC unit. When I asked about cash in lieu or a settlement, they refused. They also told me that if I replaced certain appliances myself, they would not be eligible for coverage, which made me question the value of the warranty. I requested that they review the recorded calls because the rep was telling me something different from what other people had told me, and nobody wanted to pay for anything.

For my appliances, the WeFix technician said the dryer wasn’t drying because the vent needed cleaning. I got the dryer duct cleaned, and it still wasn’t drying. The dryer was clearly on the way out. I have no idea how long the dryer had been there because I had just bought the place on December 22nd, 2025. The techs fixed a hole in the washing machine, but it continued leaking. I told him to just forget it. I ended up replacing both the washer and dryer myself.

Since AHS told me new appliances wouldn’t be covered, I questioned why I would pay them for coverage on other appliances like the stove, microwave, or refrigerator. I decided to cancel my policy and asked for my money back. The rep said they had to send the refund to the title company because of how it was paid. I explained the situation to my coordinator. I paid over $13,000 for the HVAC and $2,200 for the water heater out of pocket, and AHS didn’t resolve anything. When I got a new water heater, it smelled like sulfur. I had a home inspection done, and the inspector said I might need to get it flushed, and it would probably be okay. But it was past that point, so I just got a new hot water heater because I have asthma and couldn’t be smelling sulfur. It was the same with the heating, and they didn’t seem to care. I’m very unhappy.

I submitted claims by calling AHS, and they charged a $125 service fee. The reps were not knowledgeable, and nobody was on the same page, including the supervisors. I had to talk to three different escalation levels, and they all said something different. I would never use AHS again. They told me I would be able to get the policy back once I canceled it, but I asked why I would want it back when they didn’t do anything. I wasn’t happy with that remark. If they had been doing their job, I wouldn’t have been canceling. Overall, my experience was inadequate and terrible. I would never use them again in my life. If I buy other properties, I’m not using them.

Even though the pool pump was loud as anything and all the ball bearings were broken on it, it still ran. Even though you couldn't run it because it was loud, they wouldn't fix it. All the contractor tried to do is sell a new one. It needed a new motor. Everything was not repairable on it. But since it still ran, they couldn't put a new one in. I just had AHS with the heating system too. AHS told me the same thing. My heater works when it wants to, but they said unless it's totally broken, they can't replace the motor in it. They replaced two heaters for me but they would not replace the last one. They said even though it flooded my whole garage, they said I didn't clean it. That's why the company they sent out said they wouldn't replace it.

A lot of times, the customer service reps answer the phone and it only becomes better when it’s escalated to the escalation team or a manager. The customer service team just doesn't seem to have the authority to do anything and the English language does not seem to be the first language of a lot of the customer service reps. So, there are a lot of communication issues. I'm considering canceling my service with American Home Shield because of the experience with the hot water heater. But my sister also uses AHS and she's had some issues. She had to end up buying her own washer even though the warranty was supposed to cover it.

The same thing was happening with my oven. It was turning on by itself. I was told not to worry about it and to wait three months to get it fixed. I raised the concern about what would happen if my house blew up and was told that it would not be covered. I questioned how that would not be covered if the issue resulted from negligence. The first people American Home Shield sent could not speak a word of English. He started to work on the oven and when I asked what was wrong, I couldn’t understand him, and he suggested using a phone translator, which I declined. AHS sent the same technician back a third time after I had asked them not to. This time, he brought an interpreter, but the communication was still poor. I asked them to show me where the part was broken, and they said they would send it off. It was a waste of time.

I called AHS and told the rep I did not want the technician returning to install the replacement oven. I was told there would be a $100 charge to have someone else do the work. I asked for that in writing because it was not fair after months of dealing with the issue. On top of that, I cooked a $100 roast in that oven on Christmas the same way I always have, and it ruined the roast. It ruined the holiday, and we had already paid a $100 deductible, plus the cost of the roast. It made us question whether the warranty was worth it.

I asked for someone to call me because I believe in addressing problems directly. If something is wrong, someone should be able to point it out so it can be fixed. I'd explained to American Home Shield that the contractor has a bad reputation in my neighborhood in Oklahoma City. They have 19 claims at Better Business Bureau, and 12 of them are still pending. I’m wondering if AHS does any research, and why they are pushing me to this company. I've already told them four times I don't wanna deal with them.

However, I have an issue with the payment plan. They get the payment out of my checking account automatically each month on the 24th. And I had called 100 times and tried to ask them to change it from the 24th to the 4th or the 5th of each month. They keep telling me they can't do it. I just gave up. I just told them to go ahead and get it on the 24th. But I've had two claims, and they've been very professional and prompt in sending somebody. One claim was on my furnace, where the motorhead went out, and the tech fixed it. I recommend AHS highly. The techs have been professional as well. They know what they need to do, and they also call you and say they'll be out there at a certain time.

I usually talk to an agent when I submit claims and I give them a good recommendation for the contractors that they send. They are very good and I like them. They know what they’re doing. The customer service reps take the data from me correctly and answer my question. I've been with American Home Shield for a while, and I have a good thing with them. They always work out and solve the problem. I like them better than others because they respond and understand what the problem is. But they have changed the pricing on me quite a bit. One time, I canceled it because of that. But they gave me the same price that I had before.

On the other hand, the appliance place that fixed my washing machine was excellent. It's like I got a new washing machine. It was the second time they worked on it and the tech did a great job. His mannerisms are not the best. But who cares? I'm not in there to try to make friends with these people. Just come in and do the job. He doesn't have the best bedside manners like the other guy, but he did a better job.

I like the coverage that American Home Shield offers. Also, I'm happy with what I pay monthly. It's a fair price, especially for what do here when they come. My washer seems like a new one and the guy fixed it for 145. That was good. Sometimes they do little mix-ups. AHS sent an electrician for my Whirlpool. I told AHS's rep that it was plumbing in the first place. But she said, "No, that's electrical." And when the man came out, he said, "I'm sorry, this is not electrical. This is plumbing." I'm a little agitated with those types of things because those always prolong stuff. I work in customer service, so I understand that things can happen. But sometimes they gotta take the time and listen to us. Here I am still waiting. That was two weeks from that, then two weeks because of the snow. It has been a month and that tore me up. They do little things like that sometimes, but nothing terrible. It's probably just training they need.

When the guy came, he right away found out that it was only the switch. Everything was perfect. I didn't let the tenant feel bad that it was his mistake. I just told him everything was good. I told the guy who came was professional, even though he didn't do anything. He could tell me a million things, but he didn't. Use AHS. It's better to have it. You sleep good at night. Any problem you have when you're not expecting it, you have somebody to call.

The girl at K&S was real sweet. She explained to me why it was taking so long. But I'd rather to hear that from Home Shield because that's where I pay my money to. Home Shield's customer service is horrible to me. They need to work on that. But because they work with K&S, that's the only reason I'm here. K&S is holding us as a customer. Home Shield needs to give K&S a whole bunch of stuff. Everything goes smoothly with K&S when they come. They get in and get the job done.

I love my warranty because it does cover a lot of stuff. But the customer service is the first line of contact with something. That's gonna make us or break us. So do you have the best attitude you can have and do what you say you're gonna do? Because every time, they're like, “Okay. I'm gonna call you back.” Then three days later, I'm calling back about five times. “Hey, ain't nobody called me back yet.” HomeServe is calling my name, but I got to ask them if they have K&S.

The last time I had them go out there, it's like, "Hey, this is the fourth time I had you guys come out here. I think it's at a point where it's like we just need to replace this." They said that, but they never got back to me. When they say things are done, they don't clear it out in the actual app. So it'll say it's just an open request for however long.

For the first three years that I had Home Shield, I would always call when I have a claim. But that always seemed to be a bit tedious. I hate apps. I don't want to use apps. But then I just put in a request and it was easy. Then I can get the company information and I can just screenshot that, shoot it over to my tenant and say, "Hey, they should call within 24 hours." If I put in the request in the morning, I'll get a call by that afternoon. Agile Repair is the only one where it's like I'm not gonna get it until the end of the next day. So they're just a bit slow and not the best.

Overall, Home Shield is great. I always recommend Home Shield for all of my new home buyers. I always tell them get Home Shield. I actually didn't have a home warranty and my air conditioner went out and I'm still paying for that. But with Home Shield, it's easy. Make the call, you get a reputable guy out there, and they tell you what's happening. And then, a lot of the times, they'll tell you, "Hey, this was something you could have done." I think there was something where I had something with the garbage disposal and he came out there, he paid, and he's like, "Hey, if you ever have a problem again, just put some ice in the garbage disposal. That'll clean it all out. That'll do all the things."

When I had an electrical issue with my HVAC here where the heat went out, the tech told me what happened and he sat out there with me and said, "Yeah, let's just get some electrical tape and tape these wires away from this metal rod and you should be good." So a lot of the times, the technicians are very helpful. They'll tell you exactly what was wrong and what to look for so you don't have to spend the money for you guys to come out or wait a day or a weekend for you guys to come out. I would definitely recommend Home Shield. I've actually recommended them to multiple friends.

Apparently, American Home Shield doesn't have a management. They need to find a management because I can't escalate anything. I almost dropped them a couple of months ago. I called them like five times to get my my clothes washer replaced. They kept deleting my ticket. So, then the same repair guy came out twice, and he said that he was not coming back out to my residence again. So, I said, “Well, then, how am I supposed to get my washer fixed?” So, I called them. I wanted to escalate it. They said they didn't have a management. I was like, “All right. I'm not gonna keep paying for this if they can't replace my clothes washer.” Then I went to their portal, and I told their customer representative at the portal on their website what was going on. Then they just replaced my washer. Calling them was a horrible idea. Whoever handles their call center is not good at all, and whoever handles their website is good.

I called American Home Shield and they called RZ and said they need to go back out and set up another appointment. They came out again and they thought that there was a leak in the refrigerant. So, they were gonna have a guy come out and check the refrigerant in the refrigerator. A different guy came out and checked the refrigerant. And all of a sudden, after he took the refrigerant out, then the refrigerator didn't work at all. It was hot inside now. I had to throw all my food away. He told me it was the compressor this time and that it needed to be replaced. American Home Shield ordered a compressor, and they said I should get it somewhere around the 20th of this month. Then they'll have RZ come out again, and they'll replace the compressor.

I made a phone call this morning to try to find out when the parts were gonna get her because American Home Shield never contacted me. I was supposed to know by noon, and by that time, nobody had any information and no one called me or got in touch with me to let me know. So, I had to call this morning to find out that they were gonna order the compressor.

I've been dealing with two companies, and each company came out several times each because they have to come out and look at it, then they have to reschedule an appointment to come out and fix it after the parts come in. And then when it doesn't work, they have to come out and look at it again, they'll order parts, and then they come out again when the parts get here. I've had people in and out of here for that refrigerator since November. I don't know what they're doing and if each company is doing something to my refrigerator. Right now, I have no food in the house and I have no way of keeping anything cold.

I'm so angry and aggravated. I just wanted my refrigerator fixed back in November of last year. I've had two different companies come out, and they're telling me things that are wrong with it. I have absolutely zero faith in any of it anymore. I have to take time off of work to be here for those appointments so they can get into the house to work on it.

I'd tell others never to deal with American Home Shield. This experience has turned me off so much. With the money I spent month-to-month over the last several years to have the insurance, I could have taken that money and bought a new refrigerator three months ago. So, right now, having American Home Shield is a waste of my money. I could have taken that money, put it aside, and bought a new refrigerator and had money left over to fill it with food. Customer service is horrible. I haven't had anybody come back and talk to me. I've had zero response from American Home Shield.

People would be happy with any type of service as a prompt service. That's not happening. I find that's not just AHS. It's happening everywhere. I'm an older man, but when the computer comes into effect like it is now and you have people just looking at computers, but they try to get things done. The computer is supposed to make things faster. In a service-oriented way, it doesn't go faster. It delays everything.

I was getting ready to call them today because it has been a couple of weeks, and I haven't heard anything back. I haven't got anything resolved. I've called three times and I got an operator. I told them about the oven/microwave. It's an all in one unit. The microwave doesn't work. AHS sent somebody out and it was Sears. I've had the tech before in other times, and he is fine. He said, with the way it's written, they can't fix it. I've said to the last two AHS people that they need a technician who knows how to fix this type of oven/microwave.

The first time I submitted a claim, I did it over the computer. The website is good but it needs more updates, especially if people have an oven like mine. It should have a drop-down where it actually has that item. There's nothing on the computer where it comes up what's wrong, and all that it says is oven. It doesn't say oven/all one unit. So, I put oven and when the contractor came out, they said, "It's the microwave," which is part of the oven. That's the problem. It's all one unit. The bottom part of it is an actual oven. It's a combo microwave/convection oven. The rep couldn't figure out how to execute that order so that somebody comes and fix it. It's fixable. It's not that old. Nothing is being done.

Back in the day, I worked as a fireman and I would be gone for days or weeks. If something broke, my wife could at least call AHS and say, "Hey, come fix this." That's why I've kept it for so long. I can't say that I can even count on that now. I'm retired and I have the service, but I'm not gonna fix the oven. I pay a service. They should come out and fix it.

I recently got a lockout strike message on my heat pump and furnace. Its controller blanked out. I didn't just immediately contact American Home Shield. I went online and tried to Google what the error tried to tell me. It had a list of things to go through, which I did and didn't solve it. I'm glad that AHS has a website that I could go in and look for solutions myself, which I did. I've used the website mainly on my phone. On top of that, they offered a video conference with an expert, which I did. Also, they made scheduling with the contractor easy. They kept a lot of email contacts, saying the tech would be there on Tuesday. They're very good.

The serviceman came out and replaced the part because he said it is the integral part that controls the entire system, and can't do that right now. I called him up and did a video conference with the guy from AHS. He's the one who recommended for it to get replaced. AHS had a good delivery of video for the video conference with the heating and plumbing expert. And I think their recommendation was right on the money. He gave me a few things to try, which I did. But it didn't resolve anything.

AHS first got the wrong replacement. It would have required hard wiring the thermostat into the furnace, rewiring the whole thing, which would take hours. They took that one back, ordered the correct one and had it installed, and that works okay. However, I still get the lockout 415 warning. It's a high pressure temperature thing for outside heat pump. It's not totally fixed but the furnace works and I'm good with that. I have seen that error pop up again, so it's not 100% fixed. There's probably some sort of coolant issue in the air conditioner.

Every year, I get my furnace and air conditioner tuned up. I want it to last a long time. But I don't know if this error message is that critical. But when it gets warmer and they could run the air conditioner, maybe they can find out if there's a coolant leak, if it just needs to be recharged, or if there's some other issue at play.

I told them that they were supposed to let me know that, and we address if I had to purchase or replace. I want my fridge to work. However, the contractor told me that they would not be able to do it. I asked them what if I purchased the part. They told me, "That will be something different, but we're not gonna work on that fridge anymore." That is why I was disappointed, not with American Home Shield, but with the contractor.

When I called American Home Shield back, they said they look for a new company and start the process over and refund my co-pay. I told them I just wanted to cancel service with them and they said if that was the case, they couldn’t refund my $125 service fee, even though I never received service. I would rather pay the full amount than have to deal with this company ever again. And to top it all off, no one speaks English that works in customer service.

I've also used their online service to request services and it was very easy to navigate. I'm a single woman and for me, the cost is great as well because it covers everything in my house. Plus, it covers my pool. So what I pay them compared to if I had to replace a stove or a water heater, it doesn't really bother me. C & A Plumbing came out recently to look at my water heater. They let me know that they assessed it and found out that I didn't need any work done to the water heater, that the problem was really my broiler. But they also told me they don't do work on broilers.

I had to upgrade to code specifications and modifications and pay $1,400 out of my pocket to the contractor for parts and labor that weren't covered under the warranty. That threw a wrench in what I thought American Home Shield did and didn't cover. I didn't know about the modifications and we settled on an offer. My experience with American Home Shield was a good one overall, but if someone was looking for a home warranty, I'd tell them to read the fine print on page 2 for things the warranty does not cover. Upfront, it says, “we'll replace or we'll fix it,” but then I found out later through a technician about the fine print.

This is my first time with the warranty company, and I'm not all that thrilled. The house is about 25 years old and I thought the warranty was like maintenance. I didn't realize that they don't do that. I wasn't told that they only fix things that are broken. So, when I called American Home Shield to have, again, TAZ Plumbing, which must be the plumber that they use, to replace the innards of my toilet tank because it's as old as the house, I paid the $100, but that didn't get fixed. It had to be broken. That was on me of not knowing what I'm doing with a warranty program. In the meantime, a piece did break inside that same toilet, so when I called them for another $100, they came and replaced the parts. Still, I don't think I like anything about American Home Shield. For $100, I could have called a plumber or a handyman and he could have done what I asked.

I usually do claims online and it is easy. I usually receive the assigned company's name and their phone number, and they contact me through that. So far, my interactions with the contractors have been good. They provide wide windows of time, then sometimes, they provide for two-hour or four-hour windows, and sometimes they don't come. That delays things a bit. I also had a claim wherein a few of the services were not covered. Kelley's Heating said they need to adjust the outside intake air and exhaust air and some drainage of the water from the HVAC system. They gave me an estimate, around 1,100 bucks, because they said that it won't be covered by the plan with American Home Shield. Apart from that, the technician and all diagnostics were 100% good.

The plumber said they would get back to me, then they called on a Sunday and said, "Can we come at 7:30 Monday morning?" which they did. By 8:30, we had a new garbage disposal and it's working just fine. The plumber was very nice and responsive and our interactions were excellent. All in all, I had a very smooth and easy experience. If someone's interested in a home warranty, it seems that American Home Shield is easy to work with and they do what they say they're gonna do.

I called them the next day and reported that the lady who I was talking to from Sundance Plumbing hung up the phone on me and told me that they will get to me when they can. They never did to this day. I called American Home Shield, let them know what was going on. I was having guests from out of town. American Home Shield said, “Well, we'll look into it, and we'll see what we can do.” That was the last time I heard from them. Nobody came back. No phone call. Nothing. Right now, I don't know if there is any leakage at the back of my wall. It's not giving us any cold shower.

One time, I had a problem with my dishwasher. At the same time, I was having a problem with cockroaches, because they were doing construction above me, and it seemed like all the cockroaches came down into my unit. Then the guy who serviced my dishwasher opened the control panel for my dishwasher. That service call was horrible. They wound up finding a cockroach in the dishwasher, and he said, “We're not covering this.” He said, “No insect invasion will be covered.” So I had to go out and buy a new dishwasher.

But AHS's service hasn't been bad. It’s like any other company. They are gonna only pay what they have to pay. Things are hidden in their contract, which I don't like. I call for something, and they will say, “Oh, that's not covered." Then I have to go back and read the contract all over again. Sure enough, it's a little tiny print. I just don't like that because it’s written by lawyers.

I'm not that thrilled with them. When you try to get something accomplished, you get a voicemail, and then you finally get through to a person, and the person you get through to really is not knowledgeable about anything that you specify with regard to what kind of service you need. Then when you try to describe anything to them, all they're interested in doing is sending you someone and getting the $125 for the visit. I haven't really had that much in terms of work done. I had a situation in the garage where my garage door wouldn't go up or down. They sent a guy in, and he never fixed it. Then I had someone fix it, and I was allegedly covered. But the only thing that they covered was the $125. But I paid the guy to fix the garage door 300 and some odd dollars. My experience with them is not wonderful. I don't know why I still have the policy. But when the policy comes up for renewal, they will be replaced.

In the winter of 2024, the same thing happened with the heat. And in 2025, when winter came again, it was messed up again. So, it was never fixed the first time and I had to pay twice because it wasn’t fixed correctly. A different company was sent to fix it this time than the last time. Still, American Home Shield is a good program, especially as a single female, when things break down. So, it's something everyone should have. I believe my experience will get better each time in the future. I had it for years, and nothing breaks down, but that one time something could break down, you don't want to not have it. So, I always recommend it to everybody who owns a house.

The person who sold us our house recommended American Home Shield as a service that was reliable to make sure your home operated properly. Their prices are comparable to other services. The one thing that I do not like about them is I called to find out about canceling, and they sent me on a runaround. Because I was offered a contract by another company that had more services for less money. And they did not give me an opportunity to talk to them. They said, “Well, okay, we'll get you that department.” “Why would you want to go over that department? Do you want to cancel right now?” I said, “No, I need to find out what my liability is, what my responsibility is if I cancel while I'm under contract.” “Well, okay. Well, you'll have to call back.” I got that three times. That was a runaround to me.

Business is business. Their behavior is obstructive to me getting information I need. Got to be clear, right flat out, “This is what the cancelation fees are. If you have any questions, we are here to negotiate or work with you to retain your services.” That's what I want to hear from a company. Because it's a highly competitive market, and I want to go to somebody and stay as a loyal customer when I'm treated with respect, and that's not respecting my intelligence or ability. Also, I don't want the runaround. I know not every customer will take the time and communicate the same as each other. People don't work that way. It's life. You get two fruits off the tree, and they both don't taste the same all the time. So, in this case, you still have to have a level of integrity and intelligence. Since words are our biggest communication thing right now, I really appreciate being communicated with.

So far, my experience with American Home Shield has been pretty good. I had to call a couple of times to have a problem rectified in the past. We had a washing machine that wasn't properly draining itself on the spin cycle. We called them up, and they came out, and it was smelling bad. They said, “Well, there's nothing we can do. We really don't cover that.” But he tried to do some things we thought would be helpful. When it happened again a few months later, I called up, and they were going to charge me another $100 to come out. He said, “We can't guarantee to get rid of odor.” I said, “Why didn't you tell me that the first time?” American Home Shield refunded the $100 against that, and I didn't make a second appointment. That, to me, was doing what was right, even though it took a while to get there. But that's the kind of stuff they need to do in the front. There needs to be better communication.

I said, “Let's just call and make sure he's gonna do what he said he's gonna do.” The rep said, “No, we haven't heard from him. He didn't tell us anything.” She put me on hold. She called him. He told her he doesn't work on boilers. I said, "You're an HVAC company." He said, “It's not a furnace, so we don't do it.” This is the coldest week because of the storm we were having, that Monday coming up. That whole weekend, I had no heat. I called American Home Shield. They sent out another company. The guy came and said, “It's shot. It's no good. You're gonna need a new system. I'm just gonna put that in there." I said, “Sir, but I heard the heat come on.” Because he did something and the young man said, “Turn the thermostat off,” so I did. They did something in the basement. He came back up. He said, “Turn it back on.” I turned it on. When the thermostat is on, it turns orange.

I said, “Do you want me to go run upstairs and try upstairs?” He said, “Yeah, try it.” When I got upstairs, it was orange. Next thing I know, he came upstairs and said, “Yeah, we can't fix it.” First, it was a green ground wire that needed to be fixed. He came upstairs and said, "You're gonna need to get a new system.” I didn't really trust him, so I called American Home Shield back. I said, “I understand I'm not the only person, but there's a blizzard. It's freezing cold. We're 6 degrees. I have no heat in my house, and I'm trying to do the fireplace. I'm trying to do whatever to keep my house warm, keep my pipes from going." American Home Shield was horrible with their attitude, with their response, with everything. They had approved me to get another person out, but lied and told me I didn't get the approval, and that I needed to wait.

I had another person come from the outside. He did something where the heat would work, but it needs another part to it. He's trying to find the part right now to see if he can fix it to put it on the machine and see if it will work. But he's having a hard time finding the part. That's the problem that we're having. American Home Shield, till now, hasn't even called me back to ask me what the guy did, no follow-up, nothing. They’re terrible. I paid my premium because I haven't found another company yet. But I'm getting rid of them because I told them I was going to call consumer protection and file a complaint.

We got our warranty with American Home Shield when we purchased this house in October and so far, we've used it twice. The other time was to have all three of the doors in the house rekeyed and that experience was good. But we got $100 for the rekey service, and it ended up costing $280. Other than that, American Home Shield's customer service was excellent and I like their online app. I would recommend them.

When my furnace stopped working, I promptly filed a service request. It took two days for a contractor to be dispatched and an additional three days for the diagnosis to be submitted. I was then informed that my furnace needed full replacement. However, instead of honoring what I believed to be covered under my warranty, I was told I would have to pay substantial “non-covered” or “modification” costs in order for the replacement to proceed.

The out-of-pocket amount quoted to me was so excessive that it nearly equals the cost of purchasing and installing a brand-new furnace independently. This defeats the entire purpose of maintaining a home warranty policy. What is even more troubling is that rather than working toward a reasonable solution, American Home Shield offered me a full refund of my annual premium if I declined to pay the additional charges. I refused because I expect the company to fulfill the contractual obligations for which I have already paid. Since then, they have refused to move forward with repair or replacement unless I agree to the excessive extra payment.

As a result, I am left without a functioning furnace, no heat in the middle of winter and no meaningful resolution. This experience feels like a bait-and-switch: coverage is advertised for major systems, but when a major failure occurs, customers are faced with large, unexpected charges that are not transparent and undermine the spirit of the contract. I am requesting that American Home Shield honor the spirit and terms of my contract and provide a reasonable replacement without imposing excessive additional costs. I also encourage potential customers to carefully review how “non-covered modifications” are handled before purchasing a policy.

This whole time, I've been talking to American Home Shield asking them to give me somebody else because I needed to get it done. AHS said, “It’s not our policy. And K&S has to release the job.” They asked them to release the job and K&S didn't. The third time they came out, they sent somebody that was physically too large to fit under my cabinet and work on it. They should know because they've already been out there a couple of times. About the fourth time, they sent somebody out, and they mostly did it right.

One question about the job is why didn't they just replace this whole pipe? It's five feet of pipe that just needed to be replaced. I'd independently talk to a local plumber that was able to send somebody out in two days, and they would replace the whole pipe. It would just have cost me a lot of money, and I'm paying American Home Shield, so I didn't do it. However, the cost of that was it took a month to get resolved, and I had to frustratingly deal with them, and whole time asking for appointments and all kinds of stuff. I was calling and they would not even pick up the phone most of the time. I would leave a voicemail, and they wouldn't call me back. So, I ended up calling over and over until somebody picks up. It's been a terrible situation.

The job got resolved. We're able to use our sink, which is good. I paid $400 to have them cut the back of the cabinet out, which I totally get. I was happy to do that. I understand that's not covered in the warranty under my contract. It just took forever, and it was super frustrating. I've had American Home Shield for a long time, and I've had great experiences with them. I've just had enough negative contractor experiences. It really depends on who they send. I've had some awesome ones. When we first moved here, we had a big issue that American Home Shield helped us with. I felt like American Home Shield was really trying to help me, and they were always really polite and nice on the phone. They were trying to see what they could do.