American Home Shield Reviews

I advised them of this, and their owner on the phone indicated that he would have some people come out on January 19th to fix that to my satisfaction. I said that was great because January 19th is the only day I have off because I'm a teacher and that's a holiday. However, nobody showed up to that January 19th appointment. Until 4:30 in the afternoon, one man came, I showed him the areas, didn't do anything else, and just left. It was very peculiar to me. I waited all day because they said they would be here between 8:00 to 10:00. And here at 4:30, this guy came and said, "Okay. Great. That there. Okay. Bye." I advised him of this. I called and texted the company all day long with no response. Their office manager told me, "I can't even get ahold of Randy. He's not even responding to my text and calls. He's on another high priority construction job."

That told me, "You're not a priority. That's where he's at. He told you he was gonna come out and he didn't go.” He said he never said he would come. But through AHS, that appointment is scheduled in their system and there's no way that I could have done that. He knew he would come out between 8:00 to 10:30, but he couldn't make it because he had this other job. He left me hanging all day with no communication again.

Now, he says that the work is done, all work has been completed, that has been approved and paid for. I kept telling him, "You are taking money and you did not do the job that you were paid to do. You're basically getting paid to do not the job that you were paid to do.” I was treated horribly for no good reason. He came out early. They did come out on January the 14th. Had they did it correctly, it would have been wonderful, but they didn't. And they started treating me like I did something wrong because I was upset that they didn't come out on the right day and they didn't get the right areas.

This other adjuster who came out from Mountain Star Roofing asked if he could inspect my roof. He told me, "They didn't finish the job. They didn't do it. I'm gonna tell my boss this." But when Randy communicated with me, he said, "Oh, no. Pete just made recommendations on what you should do going forward. It's not that we didn't finish the work." They do this double talk. Randy doesn't have integrity. He lies straight to your face on the phone. That's why I started saying, "You know what? All of our communications need to be via email so that I have it in writing" because he goes back on what he says. I feel I was mistreated. He says now via email that the job is done, they're not coming back out, they're not doing anything, basically to suck it up.

When I called American Home Shield, they could not get me another provider to come out and do the roof. The rep said, "That's the only one that we have. So, we can't reassign this to somebody else." I said, "So, they do me wrong and there's nothing you can do about it. You're just gonna pay them. There's nothing I can do. There's nothing you can do." She replied, "There's nothing I can do to help you. I would have done this before they came out." I said, "Don't tell me what you would have done. Don't tell me what you were going to do. Tell me what you're going to do right now. What are you gonna do to help me?"

She said, "There's nothing I can do at this time 'cause they already went out, so you have to let them go out again." "But they missed their second appointment." "We can make them go out again." It's horrible. They did refund my service fee, but I still have to find somebody to fix my roof. My warranty company didn't help me. They've done this to me before on an appliance repair, too. They told me, "We only have that one provider." I said, "How do you tell me that you only have one provider when on your website, you're advertising that you have thousands of contractors?" I don't understand that.

I submitted it again and it was the same guy. We said, "The association said it was fine and you could come and change it." He went and changed the lock, which works fine. The issue where it was broken, my tenant said that he even said to him, "You're not gonna fix this?” He said, "No. That can't be fixed. It’s the whole part needs to be changed." It wasn't addressed at all. He went, charged the $100 to rekey the area, which was annoying because we talked to him multiple times that that wasn't the issue. And he charged us an additional $100 to do it. I went over there because I wasn't present, my tenant was. He said, "I was just gonna re-key." I replied, "No. That's not what we discussed. We discussed it. I have videos. I have our chat, our conversations, and everything."

I told, "You told me that it wasn't covered by American Home Shield. But I still had to pay American Home Shield." He said, "Oh, yeah. You pay American Home Shield for me to go and evaluate the problem." I said, "You didn't evaluate the problem. You told me to send you a video, so I sent you a video." I paid AHS $125. He never went. I sent him a video. And when he went to fix the problem, he charged me to fix it and fix the wrong issue. Hhung up the phone when I told him he fixed the wrong thing. I understand if the issue was we just rekey. However, I specifically showed him that the problem was the door catched and door does not open. To not mention anything about the problem itself and come and fix something that wasn't broken is a big problem.

I called back to AHS and it was like talking to a robot. The lady kept on reading the print or whatever was covered. I said, "I understand what you're saying that the coverage from American Home Shield is this, but that wasn't the situation. The situation is that we spoke with the locksmith himself. We told him what the issue was.” I didn't know the language of what she was trying to say, like the way that he said it, he said, "The unit needs to be changed." It means that he recognized that there was a problem and that area needed to be changed.

Heven said, “That part is not made anymore. It's an old model. So, the new model cost this, this, and this.” I understood that he addressed the part that was broken. So, when I called AHS, the rep kept on saying that she needed to reach the locksmith and discuss it with him, but they were closed. I said, "Okay. So, what's the solution here?" Because the problem wasn't fixed and now, I'm $250 in the hole. What am I supposed to do now? I had the tech's cell phone number, so I called him directly. Once I started sending him the screenshots of our chats, he hung up on me and blocked my number. So, I tried to go to AHS.

The rep kept on repeating it. "I have to talk to the locksmith." She wouldn't listen to what I was saying. I said, "Okay. Is somebody gonna call me back?" She said, "No. You have to follow up.” On Monday when I called back, it was like just reading whatever was covered. I said, "Nobody's listening to what I'm saying. I understand what you guys are saying and what the policy is. But at the same time, you send somebody to my house who knew what the issue was, addressed something that had nothing to do with what was broken and charged me an additional amount, and then charged me what American Home Shield charges without even going to evaluate the problem, personally.” I tried. I called two or three times.

Our hot water heater started leaking and flooding the basement. I submitted my claim for that with American Home Shield online and it went okay. However, I thought I asked AHS in the past not to send us Murray's Plumbing, yet they still assigned it and we didn't have a say so we just had to go with that. We weren't very happy with that, but it was an easy process.

They called quickly to schedule it because we didn't have any hot water and it was flooded. We asked if it could be labeled as an emergency and could they come out that night and we were told no. It's disappointing that there are no emergency services. We had to wait a day to not be able to take a shower in the middle of winter. They came out the next morning, fixed it, but never tested it. It didn't leak anymore, but the water was cold so we had to have them come back out. It took another day for them to come back out and fix it again to where the water would get hot. Everything's repaired and working now.

I had an air conditioner that caught on fire and they would not repair that because they said it was electrical damage. I had my own HVAC guy come and I had to pay him $1,200 to fix it. He said the fire was not caused by electrical damage. It was caused by a plastic piece that melted. If I don't agree with their recommendation, they can send somebody else out. But if that person agrees with the first person, I have to pay another $100 for it. I didn't want to pay $100 for a second opinion and have their person who didn't know what he's doing to come out and say the same thing. But I had to pay $1,200 to get it fixed when it should have been fixed by American Home Shield.

That's not my problem as a consumer. That's an internal problem. They should have assigned somebody else. And they would not do it until they got the report from Winston, who took two weeks to send a report. That's unacceptable for anything. I was disgusted in AHS's responses and their way of handling everything. It was not just because they denied it, but because of the runaround. They've never been great to work with. I'm always on pins and needles who they will assign to me and what they will cover. But this was the absolute worst.

I've had four claims with AHS, yet they continue to increase their rates and change my coverage. We all know as consumers that we have to read through every fine line. Instead of them saying, “This was changed,” they don't highlight it. They sneak it through without telling us. In their system we select what I wanted covered, but somehow, they got around it because they changed it in the fine print but didn't tell me. It's deceitful. They are happy to take my payment without remorse. I can't do anything about it.

AHS has not covered other claims. Our well stopped working and they couldn't get someone out here for us for five days. We can't go without water for five days, so we called somebody, but AHS they wouldn't cover it. They said, “You called somebody. You didn't wait for us.” That's unrealistic. Also, they don't have emergency services. “Sorry. We just are on their mercy.” That's ridiculous. Life doesn't happen on someone's schedule. I'd love it, but it's not life and it's not reality. That's why you have a company like that trying to help you out. But if they don't make it to where you have emergency situations that they will send somebody out right away, you're at your own mercy and have to handle the situation. However, they turn around and say, “Sorry, you already called somebody. We can't cover that.” That's another loophole to their advantage where they take my money but don't do anything to help me.

American Home Shield is very helpful and I’d recommend it. I don’t know exactly how much that would have been, but I would assume the drywall would have cost $500, so maybe around $1,000 total. I’ve dealt with other home warranties in the past, and they didn’t cover as much. It’s worth paying whatever small amount it may be to have something like that. Considering the size of the project, getting it knocked down to $125 was great.

American Home Shield finally sent another tech and they have to go through another diagnosis process themselves. So, it had to be diagnosed again, even if we already knew that the problem was a bad compressor. Then they have to order the parts and get approval from American Home Shield. It took a few more days before they sent the approval to the tech. And now, we're going on three weeks without a refrigerator. The tech felt sorry for us and made a special arrangement to come out of his service zone on Friday to come and replace the compressor.

The customer service was trying to be as helpful as they could, but they're limited in what they can do. And I understand that. When I asked one of the call centers to escalate this up the chain, all she did was give me another call center person, and I asked that person if she was from a call center or higher up the chain with the company, and she told me she was with the company, but I'm not sure I believe that. Paying $125 for a service call versus $900 for a compressor is a good trade-off. But as far as my food getting spoiled because the refrigerator went bad, and waiting almost three weeks to get the refrigerator fixed is not so good. We bought a new house and signed up with American Home Shield just this year. And I'm thinking of looking for another company next year.

I was told the repair could only be expedited if I had one unit and it was 32 degrees outside. It was 35, so they said no. So, I cursed. I was livid. We were without heat on Friday, Saturday, and Sunday. The contractor came back on Monday and did a more thorough job. He showed me that there was water in a pipe or tube. The first time, he tried blowing through it, but the second time, he used a compressor and fixed it properly. Whatever he did on Monday worked, but it should have been done correctly the first time. That was my worst experience with American Home Shield, but I haven’t always had that.

The contractor should have done a better job of doing what he was supposed to do. And AHS should have accommodated us by expediting the service or sending someone else, and that’s where I was upset. I've had American Home Shield on and off for years, and it's been up and down with them. I’ve had situations before where I was paid for claims, and it wasn’t so bad.

But most of the time, the agents are good. One guy came out for my air conditioner and he said the thing was nonrepairable. He said they had to replace it. Then I had the second guy come out and he said he could fix it for me. And in an hour and a half, he was out of the house and it was working. I also had people come out for the dishwasher and the stove who were able to fix them. So if I have problems, I wish I can pick the agent that I want that was here recently who did a good job.

I send in my claims through American Home Shield's automated system. Everything was fine with it. The only problem I have is when they tell you they will get back to you within 24 hours, that would be fine, but that does not include weekends. So if your dryer breaks down on a Friday, you don't get to talk to anybody until Monday. But other than that, everything was really great. The rate is a little bit high since the last increase but everything is going up.

So the tech apparently put in a ticket and he stated that it was related to the hot water heater. Now, I didn't know he did that before he left and if he told me that, I would have told him that the problem has nothing to do with the hot water heater because I'm getting hot water in my clothes washer, in all the sinks, and the shower. But since he put the ticket in, I have to go through the process where a guy would come out to see if the water heater works, instead of telling them to just cancel the tech visit. The guy came today and he said there's nothing wrong with the hot water heater. Then he left and I saw that that American Home Shield switched my claim back over to Express Appliances. I haven't called them back yet, but I have to call them back now to get them to come back out here and look at my washing machine to figure out exactly what's wrong with it.

I also have a microwave that they serviced many times and it's still broken. I'm waiting for a technician to come out next month to hopefully fix it. At this point, every time I got to pay 100 bucks for somebody to come out, I might as well just cancel the service, save my money, and buy whole new appliances every time something breaks. It's not really helpful at this point because nothing's really getting fixed. So it can be a little bit cumbersome dealing with America Home Shield. If somebody comes out and I notice the service isn't fixed, I got to go through American Home Shield again instead of talking directly to the people who are doing the servicing, and it just ends up taking the process longer than it needs to be.

Other than that, American Home Shield's online process is pretty straightforward. With them, you can get a quick reply and get somebody out here promptly. Aside from that, so far, a couple things have been serviced and worked. But these two main things right here on my washing machine and microwave cause a drawback. All in all, American Home Shield's service is not bad, but it could be better.

I've been protected with American Home Shield for almost two years already. Our friends told us about it and I had them before as well. I like that I just have to pay my service fee and they take care of the rest. However, their network of contractors could be better because we had to get someone that's an hour and 30 minutes from us. If there could be more contractors that are local, that'll be better. All in all, getting American Home Shield is definitely something to consider. It takes away a lot of the stress sometimes, especially when it's something expensive.

I also asked American Home Shield's rep if I should stop using the machine and she told me to use it for now. So, I have been using the washing machine, but it's still making the same noise. In fact, it's getting louder. Then when I looked online, American Home Shield's website says the ticket is complete and I don't know what that means. But the person from American Home Shield that I talked to last weekend said she didn't think that's what that meant because the washing machine is not fixed yet. I've also tried to call the contractor several times, and I'm just getting a busy signal. Last year, I dropped my plan with them, but then I came back because I've never had an issue like this before. I have used American Home Shield for eight years and this is an isolated incident. I also love their online claims system, which is easy to use.

I spoke to the service company's office and we had the first technician who came out and looked at my three appliances. After the estimates, they went back to write up what they thought the repairs needed then we had the second technician who came to do the repairs. All of them were wonderful. They were really nice and very knowledgeable and I highly recommend them even on a non-warranty type call. They took care of me from start to finish. They were there when they said they were gonna be there and they did everything they needed to do.

Everything is done. They replaced my dishwasher because the power board is evidently fried and that's more expensive to fix than replace. They repaired my dryer because it was just a squeaky part. They also attempted to fix my washer. They took it apart and, unfortunately, what they thought was something fixable was not fixable. So they ended up replacing my washer as well. Everything was great. I'm in the process of getting my new dishwasher and my new washer, but everything else was speedy, quick and no stress. I can't complain.

My most recent experience took a while, but got it done. The first two vendors that AHS used couldn't fix the refrigerator, and were both rude. The third one did, when AHS finally got a reputable service rep from Sears. The first tech came and tried to make a temporary fix, which did not work. He came back with a part. The part did not fix it. I called AHS back. They said they would have to send it to another vendor, which they did. He came out, and I had the appliance unplugged because it wasn't running. He closed the file, saying that there wasn't a problem, and left. I had to call and open the file back up again. That was when AHS sent the Sears guy out. He came out, ordered the parts, came back, fixed it, everything's fine.

The vendors get a phone call to come out, but nobody knows what the problem is. They come in not knowing enough information. AHS doesn't take enough information to communicate to the vendor. So, when the vendor comes in, it's almost like they are making a cold call, knocking on the door. I said, “It's a refrigerator.” They don't know any information, even though I tried to submit it to somebody. A phone call from a vendor asking for more information could give them more information in order to fix it.

I've had this set for 16 years, so I know how it works. The washer, when it set the timer for 47 minutes, instead of saying 47, it would drop down to 40. So, that means I'm losing seven minutes of washing time. He said, “Well, what's wrong with that?” I said, “Okay. This ain't going too well.” But he chose to leave because he was angry, because where he parked, he should not have parked there. My washer and dryer are still not fixed. But I have gotten some good results with AHS. Like now, I'm still waiting. They're gonna try to give me a mixed-matched set. But my stuff matches, and I'm not willing to take a mixed-matched set. So this deal right now, I'm not happy with.

Submitting the claim was extremely easy. I went right through the app. It's very user-friendly. I did the live video with a technician. He said let me move my phone to the left and to the right. He took pictures. Then he said I definitely needed someone to come out. Right from there, I submitted the claim right through the app. Everything after that was a nightmare.

American Home Shield is HORRIBLE, and I would never recommend this company! I'm canceling my membership and looking at different companies to use because they're awful. That experience was the worst, and I still am experiencing problems with leaking. It was never correctly taken care of. I've been with American Home Shield for almost two years and this was my third claim. The other ones were taken care of in a reasonable amount of time with skilled people, but this one was atrocious. There was no resolution, and I had to keep calling.

I kind of pitched a little bit of a fit about it. When I called for the second ice maker, the guy had to order something. It was $100 to fix the ice maker, and then American Home Shield was gonna charge me another $100 to fix that broken bolt when it was one of the repairmen had broken off a year before. I had to have a lengthy conversation with them as to why we shouldn't have to pay that $100. I ended up not paying for that $100 to get the bolt fixed.

All of the contractors that came out were great and real nice. The first contractor for the first ice maker was awesome, and he fixed it right away. He knew what he was doing. My husband had more dealings with this guy that came out for the second ice maker, but he seemed very professional and knew what was going on. The repairmen seemed to know what they were doing, but trying to get through and talking to somebody at American Home Shield that you can actually understand is virtually impossible. I called American Home Shield for my claims and it was real hard to understand their representatives. They had such strong accents. They were pleasant. They weren't rude. I just couldn't understand them. Also, working with American Home Shield, we don't have any leeway at all on what time the contractors are gonna come to service us. It's between 12:00 and 6:00 or none at all.

I called back after a missed call and message, but the tech was too busy to talk. The next day, he was still too busy and said he didn’t know when they would come. He texted that they’d either be out last Friday or Saturday. On Monday, I called American Home Shield and they contacted him, and he said he would call to make the appointment. I haven’t heard from him yet, and it’s been about 10 days. So it’s not American Home Shield, it’s their contractor.

As far as the washer and dryer, the performance has been great. Hometown Appliance was great to work with and I liked them. The techs identified the issues and the parts were ordered. As soon as they came in, the appliance was repaired. Other than the dishwasher situation, American Home Shield has been flawless. They looked for people so I didn't have to. My previous warranty never had anyone who could come out here, so this has been very pleasant. I would describe my experience with American Home Shield as efficient.

I called back. All of this should be on recording because I kept calling and telling the supervisor for AHS what was happening. I'm tired of going back and forth with this because everybody keeps calling me about what's happening and nobody's doing anything about it. I've been dealing with this for months. I already told AHS that I'm not satisfied with this whole process.

When they finished, I asked them if they were gonna clean it or not. They said it was working, so they might not. I was like, "If you're not going to clean and then come back to the situation, what am I supposed to do?” They went outside for a while and they came. They spoke to their boss and they said they could clean it now. They pulled that thing and took it outside and cleaned it. So, when they left, it started overheating. It wasn't cooling down, and it was heating above 85.

I reported the issue to American Home Shield. So, the next morning, someone came back and he was asking me and I told him, "Well, this is the situation." When they came in, I did not touch anything, but the inside was overheating. I tried to turn on the AC and maybe it can cool down. Even though the AC was on, it never came down. So, that person came in and he also did something, but now the problem is solved.

The second call was for the same HVAC. Some of the electrical wires were blown out. So, an expert came in. He was good. He told me the wires weren't covered under the insurance. This year, we were in the middle of the cold and I didn't have any option in the house. So, I haven't been that satisfied with American Home Shield. If their third party recommends something, they need to let us talk to the insurance to see what it covers and doesn't cover.

I made the claim on a Thursday and the rep from American Home Shield said they would call within 24 hours. I told them I needed help on that day, and they said they would escalate that, only because I pushed back so hard. I’ve only had to do that one time. But at other times, they get it within 24 hours, as they tell you. Sometimes the contractor will call you, or American Home Shield will give you the phone number. They have a very bad reputation out there and I'm looking for another company to contract with.

I've been with American Home Shield for several years, and I've enjoyed the experience. I don’t have a lot of claims and I can go a whole year without having anything. But I’m one of those people who, when it rains, it pours, and when I called, they told me that American Home Shield doesn’t cover this or that. Out of the three claims I have, one was a sewer problem. I’ve been trying for two weeks to get a supervisor from the plumbing company to call me back, and they won’t. When they came out, they said they could snake the toilet, but if it was the pipe and they had to take the toilet off to get to it, American Home Shield wouldn’t cover that. I ended up paying out of pocket while the man was standing there.

I have a renter and we have AHS on three properties. I was going to get it for my mother, who’s 84, but I wouldn’t do it because it’s too much hassle. I want someone where I call them, they come out, and that’s it. I don’t want to go back and forth and argue about whether something is covered or not. A pipe is a pipe. Either you’re going to fix it or not. Also, there are language barriers with the individuals taking the calls that prevent them from understanding what you’re talking about. I can understand them and I speak other languages, but I’m not sure they understand what I’m explaining as the problem.

People should make sure that what they want covered is talked about explicitly when they sign up. Most people just get the warranty for the whole house because they worry that if they’re away, something like the plumbing is going to go bad. If they are going to get a contract and if they have specific scenarios they want covered, they should review that in the beginning so they’re clear on what’s covered, especially for something like a vacation home that’s far away. If someone says something is wrong, you can’t just have someone come in and fix it. It’s not that easy. But it wasn’t that way a couple of years ago with American Home Shield. Something has changed and it’s been a very different experience. It doesn’t feel like they’re there to help me.

American Home Shield always takes care of me. The price goes up every year though and it’s gotten to the point where they’re gonna price themselves out. I have old appliances, and I’d much rather get new ones instead of trying to fix them. Between the monthly charge and the $100 every time they come out, it’s a lot. I could probably get somebody to fix it on my own for cheaper than that. I have a new air conditioning unit, and eventually I’m gonna have new appliances. I don't know whether American Home Shield’s warranty is gonna be worth it or not. They're getting pricey.

When my refrigerator went out at Thanksgiving, I was without a refrigerator for weeks. I had to buy a small one just to tide me over until it was fixed. Part of the delay was waiting for parts, so it wasn’t entirely American Home Shield’s fault. But getting ahold of somebody and getting someone to come out was frustrating. The first company they sent didn’t know what they were doing, so they had to send another company, which delayed it even more. Once they finally got someone out and got the part, it was okay. Pricewise, it keeps going up, so if something goes wrong, it's worth it. But if nothing goes wrong, then it's not.

Nearly two weeks later, they finally came back out without contacting me and telling me anything about the status, what was going on, or when they would come out. They didn't tell me anything. They didn't come out with the switches or anything else, even though they were aware that something was going on. They didn't bring their basic materials out with them. AHS told me, "They already have it. They've been out once, so they'll call you." That was AHS's interaction with it all. Their customer service sucked. I've not had that problem before for years, but this time, it was aggravating, specifically because we had cold weather, and I had to get up and manually turn my heater off and on throughout the night.

If you purchase the right plan, you'll have coverage over your appliances and systems. If anything goes wrong, the warranty company will cover it. That doesn't mean that it will be free. It just means that paying for that coverage on an annual basis does reduce what you might have to pay if one of your systems goes down. It also allows you the opportunity to have the work done by tested and tried companies, where if you didn't have the warranty, you'd go with any company that you found. And you wouldn't know that they were reputable. AHS knows, or at least has been using these companies, so you can expect them to be reputable.

A contractor came out last week to take a look at a problem that I was having with the heating system. It would come on and keep the house at a certain level, but it would not getting to the 68 degrees that we set the thermostat. It stayed at 60 degrees. I submitted my claim for that online through American Home Shield's website. It was very simple. I got the name of the company that it had been assigned to. I also got a phone number for the contractor. AHS let me know that someone would contact me. They contacted me the next day, which was a Saturday. I was very grateful for that because it was very cold. I thought they would have to wait until Monday to at least reach out but they got back to me quickly.

They contacted me via text, which was good because it was a Saturday and I didn't really care to be on the phone. They asked me a bit more about the issues. I explained that the home wasn't warming up. And they asked if they could come out on Monday and gave me a window. I asked if they could give me a bit of a heads-up before they arrive so I could either make sure the tenant was there, and if the tenant wasn't there, I could shoot over there myself.

On Monday morning, they came within the window they gave me. They did give me a bit of a heads-up to let me know when they were coming so I could confirm with the tenant that he was home. They said that there was a sensor in the unit in the furnace that was dirty so it didn't functioning properly. It would stop the unit before it could go all the way up to the temperature that we set the thermostat. They cleaned it out immediately. The unit has been back to heating the way it's supposed to for over a week.

Basically, you are paying for warranty on paper. When it is time to use what you pay for, you will get denied. I am not sure if any other company is better but I would stay away from the AHS. I was planning to cancel the contract after the bad experience but we were in the midst of selling our old house and work got busy. It slipped my mind. I was just reminded by their service rep when it was time to renew, and that audacity pissed me off that I wanted to cancel my plan and get the refund on the remaining 22 days.

When I called their customer service, I was again tossed around, and finally, when I reached the Member Resolution Dept, I was told that I cannot cancel within the last month of the annual contract, and if I do, they will assess a $50 cancellation fee. I am pissed about the poor service that I asked for a written explanation on the reason for my claim denial earlier, and I will escalate this further so that other customers may not suffer from similar mistreatment.

We got online with the virtual assistant. He was actually very helpful, walked us through some things, and took a lot of notes, and like virtual pictures. And he said, “I'm gonna give you some things to do that’ll make sure you have heat,” because there was a winter storm happening at the same time. He said, “We're gonna give you some things to make sure you have heat.” He saud he was taking notes and that he would put them in there. He also said, “But you do need to put in a service request.” Then they sent out this one contractor. He doesn't come in. We asked him about the notes. He just said, “I'm just here to make sure you have heat.” He took a picture of our furnace and he walked away. Never came back inside the house. They left. So, we followed up with American Home Shield. We told them, “Hey, what's going on? We still know we have this situation that the virtual advisor gave us. But he told us this is a temporary thing.”

The people you get when you call about the service requests are not that informed. So, then you have to escalate it, and then you got to wait for somebody to call you back to escalate once you escalate it. Sometimes they call you back, and sometimes they don't. Two weeks went by and we finally called them back. We get a gentleman on the phone. We had to escalate the call again. We get him on the phone. He was like, “Oh, this is crazy. This should have never happened.” He was very apologetic. He said, “We wanna send out another company.” So, then they sent out another company.

The company came out and they were very nice. They told us that they don't work on this type of furnace. So, we keep referring back to this virtual person. We told him, “Well, he put all this information in the notes so you would know what the problem is.” He said, “No. We don't get those. We don't know.” So, now we're still dealing with the same thing. We're a month into it now. So, we're a month into it. Fortunately, everything he did kept us with heat because it's winter where we are. It's very cold. So, we've had snow and freezing temperatures. So, everything he gave us has held on.

We called back again. We wait a couple of days. We call back again. Every time you call back, you get the same people, entry-level people. Then they go through this whole spiel that they do and then you have to escalate it. The third time we're escalating it, we get a young lady on the phone. We told them that we still haven't got our furnace fixed. So, she said, “We're gonna send out another company who specifically can work on your furnace.” We then said, “Okay. Why didn't that happen the first time?” Right now, I'm literally shopping for another company this weekend because I'm so upset about this.

I called American Home Shield after about a week, and I told them, “Hey, what's the next step on this? The tech said that I was going to be hearing from you all about options.” They said, “Oh, no. It says on our end here that parts are being ordered for repair.” So I said, “No, that's not what the tech told me. The tech never said anything about parts. He was literally here for five minutes and said that the whole thing had to be junked because it wasn't worth fixing.” But they told me that was not what they had there.

I had to call SRL back and tell them, “Can y'all call American Home Shield and tell them that there's an error in this somewhere, because you're telling me it needs to be replaced, and they're telling me it's going to be fixed.” So they called American Home Shield and within an hour, I got a message from American Home Shield saying that my claim was being processed. Shortly after that, I got the email giving me options on replacing the washing machine.

After another week, I called American Home Shield and asked, “Hey, what's going on? Why have I not heard anything back yet?” They said, “Oh, we sent you an email.” So I checked, and there was the email. I thought I was going to get a call. I went through the process and chose a gift card, and they're going to be sending that to me in a couple of days. But the communication was not good on the whole thing. I had made a claim before, and it all went great, and it went exactly as they told me it would.

American Home Shield is a fine service, but you just need to follow up if you don't hear anything back too quick. I have an app now and I have a webpage that I can log into that shows my stuff, but it doesn't really give helpful information. When you make a claim, there's not really that much information about it. It just goes from open to closed, and there's not really a process. If American Home Shield had a log there that says, “The tech called us at this time. We processed this at this time. We did this,” that would be more helpful to the clients who are using the service. Communication is important. So, if they had communicated better, I would be happier. The techs who come out tend to do a good job. I've never had somebody come out who didn't do a good job on their stuff. I've always been satisfied with the people that American Home Shield sends out.

As far as American Home Shield, we had it a long time ago, and they were awesome. I didn't get it renewed, but then, we got it back on. What I like most about them is they come right out. What do I like the least about it is their price because I have two contracts with them. It's about $50 a month, and I think it’s expensive. Other than that, I'd tell others that they need to get AHS to cover cost because when something breaks, it's going to be expensive.

I had a unit that I had to put in because it broke down, but AHS refused to pay me. They were willing to pay me up to $2,000 if I went with a company they provided. But I did a review on the company that they had provided and they had poor reviews. So, I went with a different company. They chose not to pay me, and I was disappointed with that. I've had AHS forever, and I feel we should have an option of who we choose to pick because we pay out thousands of dollars.

I've never had a problem with AHS. They went through with my water heater, which was fine. It was fixed. But I also had a plumbing issue that they weren't able to fix on their end because it belonged to the city of Lubbock. So, I went through the City of Lubbock and they paid some of it, and I had to pay $1,000 back. I wasn't reimbursed for that. When I need it and being that I pay for it, I'd like to get some type of reimbursement. I haven't had that happen.

They want me to touch the dryer, take out the tray, and remove the washer. But I cannot take out the tray. I said that. They canceled it on me. And I have to move the washer from the tray and send the picture. And then they came back after a week. That was a hassle. They want all four sides of the washer clear of anything. There's a dryer next to it. Then they want me to take out the tray. There's a tray underneath the washer. I can't even take it out. I tried, but it's stuck or attached with something. But we're able to move it in front of it. It's hard to work with that.

When the guy came in, he brought a valve and then another part. He put them in, and he tried it. Then nothing changed. Same thing, broken, doesn't take any water. He tried the hose without connecting it with the machine. The hose brought water. Then he said, well, the part he thought was broken, it's not working. So, I need a new washer. I picked the washer and then the company I got sent to or I got emailed to, Whirlpool, they just gave me Friday morning appointment to come and change the washer. I had a question about that, and I called the company yesterday. I cannot get hold of them because it said the same thing. I need to clear everything around the machine or take out even the machine. But on the description on my side, it said, “Delivery standard. An installation company. And remove and haul away.” I can see that, if that's the correct thing. So, I don't need to move anything then.

It was easy to request service with American Home Shield, and they got me right away with the service provider. But after I got connected to the service provider, it took like a month. Now, it's already a month now since the machine broke up. We have to go to a laundromat now to wash clothes. It’s like a month just because I don't know what. They told me they ordered parts. After a week, I heard there was stuff around the machine. If that is not moving or the machine itself moving, we could not come and see. I called American Home Shield, and the lady told me that's what they say. I told them that I can move around everything, but not the tray. They want the tray out. That's what she told me. I tried. I couldn't even take it out. I told them. But I moved the machine. She asked me to send the picture to a phone number she gave me. I did send it.

Next day, they said that the services were done and they fixed it. But they were not even there. I had to call back again. They were not even here yet. I was still waiting for them to bring the part, and then they reestablished the service. They requested another part again, and then he came back after a week. When he came back out, hefixed it. It was all good when American Home Shield connected me with the service provider. But I don’t like the service providers.

American Home Shield sent somebody else but a different technician. The new plumber said, "No. We just need to get the right thing to extend it. And you don't need construction or anything." The first time they ordered it, the tech said somebody ordered the wrong color. The next time, he said he ordered it. When they first came, he sent me his number. He called from his number, and said to contact him if I had any issues. When I got home that evening, I sent him a message. I said, "Just asking if next time you guys come out, can you guys turn the light out because my light was on all day?" He never responded. He came back out after he ordered the parts that he said they needed. I was at work so I let them in the house by unlocking the door for them. When I got home that day, the box was thrown in the bathroom and the pieces were not even on my tub. He didn't call me back. They sent in whatever needed to be sent in.

I got an email saying that $300 more is needed. The last communication I had, he said nothing would be an issue. I wouldn't need any construction. So, I called the contractor. I said to the lady, "I'm trying to find out what's going on. Now I'm getting an email saying I need construction again when I was clearly told that wasn't gonna be the case. And also, my water heater in the bathroom is not getting hot." But it's hot in my other areas. I have to turn on the heater in my bathroom for my kids' water to get hot. That wasn't the problem before they came. She said, "Okay, I'm gonna get them to call you." I've been calling three days, still no one has called me back. How is it done and I still have these issues? It's not like an immediate urgency for AHS and they are washing their hands off it.

Having American Home Shield is a peace of mind thing. We got all LG appliances. We bought our washer and dryer brand new. We bought our townhouse here. Our furnace and air conditioner are three years old. I told my family about what happened, how everything turned out and how great the service was. I said, “You guys ought to call them.”

American Home Shield usually helps, but it's the people that they have coming out that are no good. They need better quality companies that work for them. What I like about them is their promptness and their coverage of what they cover. I do recommend them, but you have to stay on them to get something fixed. If they send somebody else out, you just call back and tell them you don't want that company and you want somebody else to come out.

When they came back, the dude cut himself. He bled all over my kitchen and didn't say anything. My wife went in the living room after he left and saw blood all over a brand-new rug she just bought. My wife tried to call to let the company know but nobody answered. He did fix the microwave, which was a good thing. But it was like a circus trying to get it done.

We've been with American Home Shield for quite a few years now and that was the first time I ever had that issue with anybody. Usually, they're pretty good about somebody getting over there, like when my air conditioner had problems. The coverage was good. I had to just pay my deductible and everything else was covered.

I've had American Home Shield for a long time, and the communication is great. They let you know who's assigned almost immediately and then they'll be contacting you. I would recommend them. I would let others know how easy it is to do a claim. You do have to pay your fee, but you don't have to pay anything extra. Parts are included. It's great. I would never not have a home warranty.

In December, we filed another claim against this microwave which meant we had to pay a second $100 fee, and they missed the appointment for the 17th, the 24th, and the 31st. These are appointments that they scheduled. They didn't show up. When they finally showed up in January, they have come out twice and ordered parts. Two weeks ago, when the guy came out, he put parts in the microwave that he or one of the other ones had ordered. When he put the parts in before he even checked the microwave, he went ahead and closed the ticket while standing in my house with my dad.

When he closed the ticket, he called me and said, “By the way, the microwave is not working. I thought it was working. You'll have to call American Home Shield and open the ticket back up.” I said, “Why do I have to do that? You close the ticket out.” We went back and forth about that. I called AHS back again to reopen this ticket, so they reopened it, and they contractor is supposed to come tomorrow. But the problem with coming tomorrow is this guy didn't order the parts. That means when they come tomorrow, all they will do is order more parts, and we will do the same thing all over again. This has been an awful experience. I told AHS, “Y'all are gonna be the ones that caused me to change companies, because I'm not doing this. This is crazy, and I never had to do this before.” Pick another company.

I got the company’s number and tried calling, but when I called, no one answered. They had an AI system. I also called American Home Shield, and the person I spoke to said he would try to help me out, but I didn’t hear anything back. It’s just been frustrating. I usually don’t have any issues with this. When I need something, I can call American Home Shield and put a ticket online. It usually gets taken care of.

The communication between American Home Shield and the companies can be better, and they can make sure that everything is aligned. Because of that breakdown in communication, as the customer, I was left out in the rain just by myself. It made me upset that I did everything I was supposed to do and I did not get what I paid for. They didn’t bring the people out here. But American Home Shield is a good program and it’s not too expensive. If people need it, they can use it.

I am happy with the technicians, though I've had some experiences that I've been less than enthralled with. But Supreme Plumbing has always been a good entity when they've been sent to my home. There was one set of people that I was less than impressed with because they were pushing sales and were way overpriced. But for the most part, the appliance people have always been good experiences. I have recommended American Home Shield to a friend, and they are with the company.

This time around, I spoke with customer service to try to get them to follow up on it. There were two refrigerators involved in this particular service request. They told me to open the request. The control board still needs to be replaced. They were supposed to follow up on it. American Home Shield could improve on their communication. There have been so many times that I've had to reopen something that got closed out wrongly and wasn't completed. In order to do that, I have to stay on hold on the phone for 45 minutes every time. There's got to be a way to do that online because it's nuts. Overall, if you have a lot of appliances and you have the time to follow up, AHS can be worth the price. However, it takes a lot of management, and it's way easier to just hire somebody yourself.

When he took the faucet off, it had a hole in it. The circumference on that hole was bigger than the plate that they sent out to me. He said they don't make those. I told him he couldn't tell me they don't make those anymore. I could go right up to Home Depot and buy it. They sent a square deal that was much smaller, and so it didn't fill the hole. When I asked if they were gonna fix the hole, he said they were not gonna do that. I got to get somebody else to do it. I’m mechanically inclined. I'm not crazy. So, him and I went into this whole deal. Then he called somebody on the phone that, to me, I felt like he was pretending like he was calling somebody from American Home Shield. This person goes on to say the same thing and tell me this story about how American Home Shield was not gonna do that and do this. So, I just told him to put the faucet.

He put the faucet on, and it was the wrong size. I ended up having to pay somebody to come out, take that off, and fix the tile around it so there's no hole in my wall in my tub area. AHS did send somebody out to fix the back where they have to cut out to get to the faucet, but they didn't paint it. So, I had to pay to get the wall repainted myself.

I would recommend other people go with another home warranty service. I've been with American Home Shield for years, and I very seldomly call them to fix anything because I'm a handyman myself. I fix stuff myself, but this is one of those things where I didn't know what I was gonna be getting into. So, I was like, “Let me call and just have them come out and fix it.” I did call back after he did the repair and talked with somebody from there, and they gave me back the fee that they charge for coming out. If I have to call again, I do have that credited back. So, I appreciated that.

I've had AHS since 2005 and we've had them on this property since 2013. With this hot water heater issue, it costs $1,500 to have a hot water heater installed or replaced. I opted for the cash-out and I only got 340 bucks. So I'm not really happy with the result of this one. But I've been happy in the past with other things. I also like the ease of being able to contact them and them sending people out. Sometimes I can't understand the people I'm talking to on the other end of the phone. Plus, the prices have gone up. When we started with them, it was $60. Now, we're way up there. But I recommend them quite often.

The contractor was extremely polite and very clean. He explained everything to the best of his knowledge. At the same time, I had a second appliance that didn't function properly. He changed something in the oven. Then he changed something and fixed it. However, it's not working 100%, and the technician seems to think that it's working. At this point, I really don't know how to explain that the cooktop in the oven is working very well although the temperature in the baking section, the temperature gets to what the thermometer is saying, but then it's not cooking like it should.

I've had American Home Shield for four years now. I heard about them on Facebook and started reading a little bit about them. I realized that I had no idea how expensive homeownership could be, so I figured if something went wrong, I needed to have some sort of insurance or support. So, I decided to get the American Home Shield warranty. So far, they've been on the ball about most stuff. It's just when I really needed them, they weren't really able to help.

I like the peace of mind that comes with the service but supporting their customers could be a good improvement for them. I'd also tell friends and family that they're worth looking into, especially if you got an older house. I've had my plumbing backed up multiple times due to a tree in my backyard before I cut it down. It was getting inside the pipes, and it was backing it up. The techs that American Home Shield sent out came quickly and handled that. Then, my TV inside my house went out and American Home Shield replaced that for me.

I called the company directly and asked to speak with the person who came to my house and submitted the estimate to AHS. I never received a call back from him. So basically, we’re out about $1000 of money we paid in to the plan plus the $125 fee for service. I cancelled my plan and let AHS know that what they’re doing is robbing people. What a scam!

I’m disabled on a limited income, which is why I felt that a home warranty plan was a good idea. Also, pay close attention to the qualifying exclusion clauses. They’ll find a way to deny the simplest of claims and refuse to share estimates from the companies they send. When you call AHS, be ready to speak with someone in India. Heaven forbid they employ Americans and pay taxes for that. ZERO STARS! Save your money and find reputable local small businesses for necessary repairs!

I've been with American Home Shield for a long time. I was sitting in the house one day and I saw their commercial come on TV. Several companies came up and I just chose American Home Shield. My mother had it and she told me that she was satisfied with them. So I joined and it's been over 15 years or so. They do what they say they're going to do, and they honor what they say they're going to honor. American Home Shield is one of the best service and I stand by them. I've heard some bad reviews on them, but I've never had problems so I'm going to stay with American Home Shield.

I was highly satisfied with both of the techs who came out. I wish I could have gotten around asking the second tech to show me exactly what he did and to walk me through the process as to what exactly was going on with the dishwasher. But other than that and outside of them just needing a little dishwashing detergent and a extension cord, they were both very respectful. They handled the business and we had no problem there. For the most part, my experience with American Home Shield's claims process was hassle-free and I would highly recommend them.

Finally, I got them to send out a second person. He was awesome. I explained to him what happened. He looked it over and said, "I think I can get the part right here in town." He did and had it fixed within an hour. I've had no issues with my dryer since. It was not nearly the amount of repairs that the first company had given AHS and I'm guessing saved AHS a lot of money. I recommend AHS to use the second gentleman who came to my house instead of the first in the future.

I got a phone number for the contractor when I called the American Home Shield. They said they were going to contact them and they said they didn't respond. I called the contractor with the phone number and I sent a voice message for them to call me to schedule a time. Right now, it's been more than a week that I called them, and I haven't received anything yet. I'm a little concerned and I'm completely unsatisfied with American Home Shield because nothing is solved. 100 times I have to call American Home Shield and the contractor, and now American Shield doesn't respond to me. They have to follow up on that because they sent me the contractor. It's not my responsibility. Every day, I have to call the contractor to figure out when they will come out. But I bought this home warranty insurance and this should be the responsibility of American Home Shield.

As I called to cancel it, they sent me to another rep who said, "Oh, no, don't cancel it. We will lower your price to $22 until April. And you shouldn't really worry because, if it makes that kind of noise, the motor will probably die between now and April." That was in December. Well, in January, the motor started stopping, starting, shaking and all kinds of things and then, eventually, it died. So now, American Home Shield sent somebody else over, charged me another $125, and then said, "Oh, we denied the claim because there was water infiltrating the motor." There was no water before. But because of all the shaking and grinding and all that, all of a sudden, there was water infiltrating into the motor. So they sent somebody who took the motor away in January. That was now. They took the motor away.

As of today, I'm still fighting to get the motor back. My pool is still without a motor and they keep telling me that they are trying and they will bring the motor back. But again, it's been over a month now and the pool is without motor. And I live in the desert. So fortunately, we had cold weather. But now, we have very hot weather and I'm still not getting any response.

The other company was able to schedule the appointment the following day. They came and did the analysis, came inside and looked at the air handler. They took out the little piece. They did the full diagnosis of what was really happening. They submitted the diagnosis, and requested for an upgrade. And they did an estimate to AHS. How it's supposed to be. The other one was to get it repaired. That took another two to three days. it was up to me to make a decision. I had an option to replace everything, and I had to pay some out of pocket. I had the option to get some cash, and I'll find my place and my own contractor, or I had the option to also repair it, but I also had to put some money out of pocket as well. It has already been fixed, and it's working. American Home Shield is not good with these types of things like HVAC units. Even though they say they cover up to 5,000, they don't. But when it comes to appliances, they're good.

But the tech who came out was really nice and thorough. I did look at a few different things. He tried explaining, like he were talking a foreign language to me. But he said he had to make a change, and it should be fine, and it was. Before he left, he confirmed. We could even smell that the heat was working. It was very efficient. But something happened yesterday, when we got home, it was a little cool. But I didn't really pay much attention until last night. I said we'd see if it heats throughout the evening. But this morning, it was 62 degrees in the house with the heat still on. I just submitted a follow-up claim, and if they can come back out to see what's wrong.

I had coverage with Choice Home Warranty, and the pricing was about the same, even though AHS just went up $20. I don't know where that came from. But the pricing at the time, I was only paying $10 more. The copay was a little more, but based on what I talked to the sales rep, the coverage of what was covered was a lot better. At the time when I first moved into my house, it was an as-is, so there were not a whole lot, but about five to seven service calls in that first eight years. And they only fixed one. Everything else, I had to come out of pocket with. And that's not the way it was explained to me. If I'm paying them to come out and then I still have to pay full price to get something fixed, they're not covering anything. So, I went with AHS, and so far, I haven't had that same problem. The initial representative I talked to was amazing. She's probably the reason why I switched over. I was really worried about coming over and paying that higher copay. She offered me copay waivers for my first cases. She said it will only be good for the year.

American Home Shield is great, and the people who fixed the problem were very nice. The tech was there very early in the morning to take care of me. It was his first appointment. Upon my calling the company and letting them know the seriousness of the situation, because they had a very bad cold spell and had no heat in the house, they heeded very much to my call. So I was very content with that.

The contractor had very good customer service. They were very serviceable. They were also nice. I was just kind of leery because the problem wasn't diagnosed initially and that caused two trips instead of one. But you can't know everything about equipment and might go wrong with it. I don't expect anybody to be a magician if in fact there was no way to tell that the fan motor was bad from the first time they came out there and inspected the air conditioning system.

I always like to look out for people who try to do good, and I know AHS tries to do good because they offer a good price for something that's very important to homeowners, especially people who rent like me, who have rental property. So having something like AHS is a godsend. It is a very good company. It's a very good thing that they're doing, and I'm very grateful that it exists and that I have it. Everybody should be on the up and up when it comes to something like this. Nobody should be trying to take advantage of the situation because that will hurt everyone concerned.

While I was on the phone with her, they called American Home Shield and I don't know exactly what he said, but the AHS rep told me that they were not gonna come a third time. So I told her, "Well, you know what? If he called and said that, then he lied to me. And no, I don't want them coming back to the house." It's not American Home Shield's fault in this situation that the company, at the end of the day, didn't wanna be the responsible one to come out and really finish and make sure the toilet's working.

I do like that I can quickly report something through the AHS app and try to set up something when an issue has occurred. A new thing that my husband and I both like is that we can do the video chat with a professional and it's free of charge. It's included within what we're paying. That has been a really great update. As far as improvement, sometimes it takes a little long for a service to get going. So, what I do typically to circumvent that is once I get the name and phone number of the company, I typically call because I don't wanna wait five days before someone calls me.

Recently, a plumber came and assessed the issue. He was polite. He told me what he thought it was. He gave me some information about the tub, which I knew the tub was old, but I didn't know it was fiberglass. He pointed out some things. He gave me some information. He even checked the bathroom and the main bedroom. He checked the en suite shower in there. He said that the stems look good in there. Besides the stems being loose, the showerhead spew water out, which my son didn't tell me, and it hit the wall. The plumber thought that could be contributing to the water leaking down into the ceiling in the dining room. He either replaced them or tightened up the stems or the diverters, and replaced the showerhead. He told us to start using that bathroom immediately, and if we see any leaks within 30 days, to call them back so he can come reassess or replace something, but we haven't had any leaks.

Also, AHS raises the price every year, and I've used the service just some. So, it doesn't benefit me that much, especially from the last claim that I had. So, I'm actively looking for another warranty that has a little bit better coverage. I got my family and a business on with American Home Shield. But now, I would not recommend them. You have to read between the lines and all that in order for them just to pay a claim. It's not fair for what we pay.

Currently, we're still waiting for the contractor to fix my heater. It has been more than a week and a half. The contractor said that something on the heater wasn't in the right place, and they jury-rigged it and that was it. I had to call back and I've been waiting three days for them to come out here to fix it. They said they had to order a part, which they should have done in the beginning. We've been using space heaters to heat this house up because it's freezing outside.

I keep telling them there's a problem with the thermostat but they keep denying it. If I set it at 74, it doesn't shut off until it's 78, which is a problem with the thermostat. Or I set it at 74 and it shuts off at 68, which means the house is cold. The tech is supposed to be come this morning. He said he ordered the part. It's supposed to have been in yesterday and he would come out here this morning to fix it. I'm changing to somebody else.

I asked for a second opinion, and American Home Shield sent me one. AHS was fast. The contractor came, checked the pipe, and fixed it. He was very nice. He was very knowledgeable and helped me. But all these years that I've been AHS, I had issues with the plumbers. And they always told me to bring my own plumber. I'm thinking about switching to another insurance company because of this issue. The price is high and they raise it a lot every year. They went up $60 a month which is a lot. And if I have issues, they are difficult with everything. Every time I leave a message, I ask somebody to get in touch with a supervisor. If the supervisor is not available, they tell me they will call back. Out of 20 times, they didn't call back 19 times.

I usually call American Home Shield on the phone, and I did the automatic service. Right away, the technicians call me back or send me an email text telling me at what time and day they were going to come. I didn't have a choice of the timing. They just gave me a time. But I'm retired, so I was open to it. The only problem I had is that they sent a technician, and the technician didn't want to do it by himself because of where the oven is placed. He said that he needed two people to do it, even though I offered to help just unplug it, he didn't want to do that.

This gentleman had come to my house many times, and he's very capable, professional, and experienced. I really like him. He told me, “No, we have to make another appointment so two people can come in.” So unfortunately for me, it was for another week. The day of the second appointment was at eight o'clock, and the appointment was supposed to be underway, but then they told me that it was canceled, and they gave me another appointment for five days later. So that was when I had certain issues. Eventually, American Home Shield gave me another company, so they could look at the oven sooner than that.

The day that they had made the second third appointment, the technician called me to tell me that he could not make it. So I was told that Sears does not do two-people jobs anymore. It's only a microwave oven. It's not like you need two people to fix or take out a microwave oven. It's just that the first gentleman didn't feel comfortable pulling it out himself and having the client to unplug it, which I understand, but I’ve done it before.

The problem was the coordination of the appointment for the repair. So when the third appointment technician came over, he looked at the oven, and he told me, ‘You need to replace it.” But this was the first time I have that experience. Usually, it's okay, but I had cancelations, and no notice. They just gave me whatever time they wanted, and that was not a good experience. Overall, American Home Shield is a good company. It's been very useful to me. I'm a 65-year old single woman. I don't want to have to deal with technicians. Having American Home Shield is very, very convenient, and it’s a lot easier for my situation.

The tech pulled out the refrigerator. All he had to do was reseat the waterline to the valve that comes out of the wall. He had to finagle it. He said sometimes those things start to leak a bit and they have to be reseated in a certain way. He put some plumber tape stuff there and all's well. But I called because I was concerned. It was drip, drip, drip and it's right there at that valve that comes out of the wall to hook up for your water to your refrigerator. I didn't want to just do my own little monkey fix and find out that it's leaking inside the wall. But according to him, it's not leaking in the wall. He said he was concerned about that. He removed the panel and looked at the valve itself to make sure that there's not any leaking on the pipe in the wall, he reseated everything and it worked. He was quick. He let me know what he was doing and said, "Make sure you do this and don't do that."

This is the first time it has taken a month or more. Normally, it's a within and a half. The first time, they came out and said, "You're using two filters. You're using a reverse osmosis and the filter in the refrigerator. That can really slow down the production of the water to the ice maker bad. So it looks like the motor is working. From what I can tell, it's just not getting enough water. Because you have water going to your refrigerator, so I don't see why it would not make ice." I said, "Okay." "Here's our number. Call us tomorrow." I called them, "Nope, it's still not making ice. I took the filter out like you asked." They said, "Okay, we're going to come and put a new ice maker." They came, put a new ice maker in, but it still did not making ice. I had to call back.

The only thing I didn't like that I thought was repetitive is the technician is knowledgeable and knows what he's doing. He said, "If I got to come back, then it needs to be X." I told the dispatcher that technician already knows what needs to be done. But rather than having a system in place where they can see, "Okay, if they got to go back out there for this, this is what needs to be done," they start from square one and go all the way back and send somebody to your house again. "Oh, yeah, I've been here. I already know what needs to be done." They waste a bunch of time and money for them whereas if they would have a system in place and say, "This is what we need to replace," they could go, "Okay. Yeah, our guy already said this is what's going to have to be done. If we got to go back out, we'll get it on order." They don't do that.

American Home Shield keeps sending the same people to fix my stove, my washing machine and my dryer, and I don't want to deal with those people, Appliance Repair Experts. They are not experts. It took them at least three months to fix my oven. The technician came back and kept changing parts like he did not know what he was doing. He didn't even diagnose it properly. He did the same thing with a dryer. They jumped the gun. When I mentioned Sears, the technician said, “Sears, they can't fix anything. They don't know how to fix anything." The technician claimed that they were better than Sears, but I think Sears would have come out here and said, "This appliance is just worn and old and it needs to be replaced." I requested American Home Shield send a second person, but they would not 'cause once the claim was open, they had to close it out.

Initially, Appliance Repair Experts looked at our dryer, then the technician told us, “It caught fire right there.” He submitted a report that it needed some parts, but maintenance would not be covered. Routine maintenance was needed, and I had to pay out around 400 dollars before any maintenance was performed. Once that was done, we let the company know, then they had me send them pictures and videos of what it looked like on the inside 'cause they wanted to make sure that it got done right. After that, they came out and put the roller parts on. When the technician left, he said, "It needs another part. It's not heating right. So, you can use it like that in the meantime.” Finally, Appliance Repair Experts came out and put the thermostat in.

We turned the unit on and it began making a noise like if something is rubbing, not the noise it was making before when the technician changed the rollers out. I called right away and told the technician, but he said that it was normal. I had had it, so I called to cancel our subscription to American Home Shield, but the lady talked me into, "Just open another claim. It's only 30 days. If it’s within the 30 days, but it has to be the same people again." I said, "Okay. Good luck. It takes you 20 minutes to get through for an appointment." She called Appliance Repair Experts and they said, "We haven't received it in the email. Once we do, we'll call him." They called me yesterday and I called them back today.

Appliance Repair Experts was gonna schedule an appointment, but before they did, the lady started asking me questions, "But is it working? Is it drying the clothes?" I said, "Yeah. It's drying the clothes, but it's noisy." She made it seem like that's perfectly fine and normal, but I want to see her having a noisy appliance in her house. She did not even make an appointment with me. She said, "Let me call you back. I've got to speak to my supervisor." I'm waiting for them to decide, and it's always, "Let me ask my supervisor. He's the one that's gonna decide" over and over.

I've even called one time and the guy I talked to told me that he did not have a boss. He said, "I am the boss." and hung up on me. I thought, "The appliance caught fire. I don't want an appliance that caught fire in my home anymore." The technician didn't write it and Appliance Repair Experts failed to send in a report that the machine caught fire because they were adamant that they could fix it. They want to fix the machine 'cause they don't get paid if they don't. It took them four months to finally fix it and now, it's noisy and they don't want to make an appointment for me. I don't want to deal with them anymore. I'm done with them. They should have had this appliance replaced. It's old already and it's got a lot of wear and tear. They just want to replace all these parts inside of it.

I tried to ask American Home Shield, "Just replace my appliance already. Give me a new one," but that didn't work either. I'm on medicine right now. I'm really stressed out and I don't need this experience in my life. Being perfectly honest, I would tell people, "Don't get it. Save your money. And when your appliance breaks down, buy."

A couple of weeks ago, our system failed, I paid a $125 service fee for their a/c dealer's visit and assessment. His advice was to purchase Brand A at a cost of $16,500 and AHS would pay $1,500 toward the purchase. I found the same Brand with a better seer rating for an installed price of $13,000, a 5 star rated dealer versus AHS's 2 star rated dealer and next day installation, a savings of more than $3,500. Thereafter, AHS agreed to pay only $532.00 since I was not using their dealer at the higher purchase price. Bottom line, AHS and their dealer appear to overcharge customers in certain transactions to the disadvantage of customers. "Buyer Beware"! Ken K

When I called them back about the bucket being broken, I spoke with someone then a gentleman came out. He told me that the whole ice maker needed to be replaced, but it's just the ice bucket that's broken in the end where the ice won't come down. In the end, they didn't do the repair. American Home Shield then said that they could no longer have the refrigerator repaired, so now I have a refrigerator that's not covered. I got tired of the whole thing because the techs had been out six times for the ice maker.

But I don't have a problem with American Home Shield. The problem was with the appliance company that repaired the refrigerator. This is the second time I've been with American Home Shield and they've been great. The reason why I came back to them was because they don't overcharge. With the previous company that I was with, when the techs come out for your stove and your refrigerator, they charge you a fee for both of them. But American Home Shield doesn't. If there's a problem with five appliances in your house, they charge you one fee for all of them when the tech comes out. So, my when stove and my refrigerator would go out, they would just charged me $100, not a $200 fee.

When he finished and put things back together, he told me that he was going to have to order that fan part, and when it came in, they would schedule and come and install it. Once he got all the ice out between the inside back wall of the freezer, the freezer was working. It was always working, but it was too frozen. So, I was able to put all my frozen food back in my refrigerator, which wasn't cooling enough but starting to cool better now that the ice and all have been removed. Then, it took another week or so before the part was in and the appointment was set up. But everything's fixed. All in all, I had a really good experience and I would recommend American Home Shield highly.

AHS handled things quickly and efficiently. The technicians they sent have resolved the situation. I would have every intention of renewing with AHS. I've already recommended them to a couple of other people because I've been positively impressed. I told them, "These guys are very legit. They've done everything they've said." I have always shied away from these kinds of home repair warranties because I always felt they were unlikely to be legit or serviceable. But my experience with AHS has been very good. If I never have another claim with them, I would still be happy with the service I've received so far and the peace of mind and saying, "If something goes wrong with one of the sort of infrastructures in the house, I know I have somebody I feel pretty good about relying on.” I've been turned into a non-skeptic.

The last claim, our washing machine stopped. It didn't stop working, but it banged around and made a lot of bad noises. There was something wrong. I went on to American Home Shield's app and I filled in relevant lines. It said, “Do you want to report or make a claim?” I said, “Yes.” It showed of a menu of the things that they cover. I checked an appliance, and from there, it gave me a menu of what was the appliance in question. They said, "Okay. A technician will be in touch with you in the next 24 to 48 hours." The following day, I got called by a local appliance repair company, and they made an appointment to come the following day and look at it.

The tech had to call us back and reschedule because another call he was on was running late, which is understandable. Things happen. But he came when he said he would come for the rescheduled appointment. He immediately went to the machine, looked at it, and judged the issue within minutes. He realized the gravity of the problem. He said, "If I try to repair this thing, it's probably going to cost $900 to $1,000 and you could probably replace it for around $700. So, I have to condemn the machine, because it's not worth the price of repair." I said, "Okay. Whatever is the appropriate thing." He said, "We'll let American Home Shield know." They did it that day, because I heard from AHS by the end of the day. They gave me my options, which included ordering another machine through them or a Lowe's gift card or just a refund of the value that they assessed the machine to be.

The problem with ordering a new machine through them was it would take a week and a half to get the machine. We have four people living in the house. That wasn't practical for us. So, we just took the money, which I was a little skeptical about because I thought, "We go out and buy a machine, how do we know we're going to get the money?" But we did go out and bought another machine, and it was delivered within a day. A day after that, we got the money that AHS deposited it into our checking account for what they claimed as the value of the machine. The machine we bought wasn't the same amount, but I was very pleased. We had to pay a little over $800 for the machine with the delivery. They gave us $791. It was seamless and quick. It paid for our membership. Sign up for AHS. If you have concerns about the longevity or the state of repair of your home's various systems, AHS seems like a good plan.

Also, their price has gone up to $125, so along with $100 I pay a month, that gets a little expensive. So per month, if you have a call, you're $225. That's expensive for insurance. But I submit claims online, and it's much better than it was a few years ago. They have made some changes and made some improvements that are customer-friendly.

Technician tells me that the wires in the AC Unit are fried and need to be re-spliced but that I need to get AHS to send an electrician out first. I call in, Charged another $100 fee. Then no one comes out. I then receive an email asking if my service has been completed to my satisfaction. I say NO!!! Contact me at your earliest convenience as my AC Still doesn't work. I wait (busy with work) and decide to call to see what's going on. They tell me from (who knows where) that it's been 30 days so now I will have to pay another $100 to get a dispatch out again. This is ridiculous!!

Customer service is equally disappointing. Communication is difficult, the call center environment is noisy, and representatives often seem disconnected and unhelpful. There is no sense of urgency, accountability, or genuine concern for the customer. Overall, this company does not stand behind its promises. If I could give zero stars, I would.