American Home Shield Reviews

I have not reached back to the vendor yet. The person I was speaking to said that after the day of our phone call, he was going to be on leave and he would call me. I was trying to be patient. Because I was already at a point where the food had spoiled. I went out and bought another small refrigerator for the basement to tide me over in the interim. But it means going to the grocery store every other day because it's a small refrigerator.

Submitting the claim with AHS is okay. It's a little frustrating because they only ask for minimal information when you do it online, and they collect the fee. But then, when they're not able to provide the service, there's no way to get the feedback. This brand of refrigerator, apparently, is a little bit obscure. And had I not already paid the fee, I would have sought other providers for service. But I was already committed to working with American Home Shield.

I felt a sense of urgency with the refrigerator and the loss of food. I asked to speak to a supervisor, and they told me that my contract states that they will provide service within 24 to 48 business hours. So this happened on a Saturday afternoon. That meant I wasn't getting any service until Monday at the earliest, possibly Tuesday. And that was a little disheartening, given the kind of appliance it was. I spoke with someone. She really was not giving a supervisor vibe. She was not particularly personable and didn't have a very customer service tone. But she said she was an escalation specialist.

It's troublesome that when you have an issue or a concern, reaching a supervisor or any other means of communicating your concerns is very limited. For example, I asked for an email address or even a street mail address that I could send a letter outlining my concerns and they said there is no customer service email and there is no address. It's a business. They have to have an address. But more than one person told me that.

Despite repeated calls to customer service, we are still waiting for a final decision on this claim. The lack of accountability and communication has been extremely frustrating, especially with young children in the home and multiple service visits creating ongoing disruption. At this point, we are trying to understand whether this is an isolated experience or part of a larger pattern. If you have had similar issues with this company, how was your situation resolved? Or are you still waiting as well?

I called multiple times getting the same runaround. I requested to talk to a supervisor or someone else and they could only "put in a ticket" for me to talk to someone, but couldn't give me direct contact information for any other department. After three weeks of zero movement, I finally decided to try and cancel my plan because it clearly did not do anything for me. I was on hold for over an hour with them before it automatically switched to the survey and hung up. My time and loyalty was of zero value to them. Since I'm calling them back now, I have had another hour to write this review.

American Home Shield does what they promise. But it's hit-or-miss with them depending on who they send out. Some of the “professionals” American Home Shield sent out were less than. We had a contractor out to clean the dryer vent. They did not come out with the correct equipment. They wanna use our ladder. The guy also left a very large coffee mug and we had to climb up on our ladder and pull it out of there. A contractor also made eight visits before they fixed another issue. We were not pleased with them at all. The guy kept trying to divert the problems and telling us we don't have enough insulation. We told him it's the same amount of insulation we had last year when it was working. We also did a claim for the microwave and three months in, they were still wanting to redo the microwave. By the time they finished up, we had already bought a little standby microwave.

But the plumber who found the dishwasher leak was good. A contractor also had to come out for the refrigerator. The ice maker went out. Instead of making us wait the 26 weeks of lead time on getting the parts as we had to replace the entire refrigerator door for our ice maker, they offered us cash so we could go find a refrigerator, which is what we did.

AHS asked someone to come again. And the second opinion inspector came and told me that they have to share the photos and their report with AHS. Then he could make the right conclusion. But I think it should be the other way. This should be judged by the inspector instead of reporting something back to the warranty and then discussing the root cause. I think the inspector should have their own judgment instead of going back to report something and discuss it with them. I don't know why it's handled that way.

I also got a phone call last week that American Home Shield was sending out a second person for a second opinion to look at my washing machine, and that's supposed to be sometime today. They said I could either have a second opinion or they would give me back the $100 I paid for the technician to come out the last time as my deductible. I was a customer of American Home Shield for 12 years. I had them back in 2007 and when I purchased the house, it came with it. I had no problem when I used them back then, and for 12 years, I really haven't had any problem until this.

We have a two-story house and about seven years ago, our air conditioning unit went out in the house. It was for the upstairs. American Home Shield brought a company in that we had never heard of. The guy came in, looked at it and he said it needed a part and then he left. So what happens is you call American Home Shield and they send somebody and they look at it and they always need a part. So they leave. It always takes at least three visits. Then they say, "We have to order a part." Well, it can take two days or three weeks to get the part. None of these people will make an appointment to come back and fix it with the new part. They wait until they receive the part. Sometimes they're backlogged two weeks. We've had this process take 6 to 10 weeks before. But when the guy came in, he said it was either a $350 or $380 part to get this thing back working. I said, "Fine." He said, "And I will send you the estimate."

Within two hours, I got an estimate to replace the unit for $8,500. I called him up and said, "What is going on?" He said, "Well, due to local North Carolina ordinance, when you replace this part, you actually have to replace the whole unit." I called a friend that I trust immensely in this business, not the people you sent in, and he came and looked at it and he said it does need that part, but my quote will be a little more. So the way it ended up, I had to spend $8,500 to replace the unit. American Home Shield paid for the $305 part for it. But it was all a bald-faced lie and I'll never forget that and never forgive them for that.

The people that I talked to at American Home Shield on the phone were all foreign and it's very difficult to understand their English. Sometimes I have to ask for a different person. But a lot of people have outsourced stuff like that, not just American Home Shield. Over the years, we've paid thousands of dollars for a couple of thousand dollars' worth of repair. But as things get older and you might want to sell your house, you don't dare give up the home warranty because you don't know how to replace a refrigerator or something else on your own. So you hold on to these warranties. But if I ever go to another home, I won't have one of these things.

Submitting the claim was cool because the only thing I did was did it online. Then, it came right through email and then they were calling the next day to schedule. I'm happy with American Home Shield. I've received good customer service from the contractor that they sent out and I didn't really have to have a conversation with American Home Shield other than finding out about the replacement of my refrigerator.

Overall, American Home Shield is responsive. The only downside is that on the weekend, we have not been able to get anyone scheduled for an emergency. In previous years, the air conditioner went out on a Friday night after hours and I was not gonna get a call to schedule until Monday. Then, nobody will be out there till Tuesday, at the earliest. And that was in the middle of summer in Arizona. But other than that, AHS has been good. The customer service reps have been able to help and the price is comparable to any other service like that.

I called them back because I thought that a number came through from an 800 number, and it was them, but a woman told me that it's still in limbo right now, and that they would call me back yesterday. So in the mean time, I have no refrigerator and I can't buy anything that's got to go in the refrigerator. And this has been going on for over two months.

This is the last time that I'll be using them, because I got a few friends that have Choice Home Warranty and they never had a problem. So, I'm going to switch over to Choice. Because you can't go two months without a refrigerator. Aside from that, Sears subcontracts guys who cancel appointments and tell you they're going to be there at 3:00, but they're not there at 3:00. Then they tell you they're going to come at 5:00, but they don't come at 5:00. So, you're waiting around all day and you lose a day's work. The people that American Home Shield contracts to do the repairs are subpar and they can't make a decision because they're waiting to hear back from the warranty company. It's a whole three-ring circus.

Other than that, I always call in to submit my claims and the people that you're speaking to barely speak any sort of English. You're trying to explain to them what's wrong, then they're just trying to put in a claim and get you off-line, and they're not listening to what you have wrong. Half of the time, when the person's calling you up to come and service, he has no idea what's going on because the reps don't know how to punch it in correctly. So, if you call them up for a refrigerator, they'll put in a service request for a refrigerant system. Also, I don't even believe that they're in the United States and that's the problem. Then, when you log in on their website to see if your service is closed or to see your appraisal or what the guy wrote, you can't even do that. All you see is that it's an open claim, then it'll say “Closed claim.” So there's lack of information.

American Home Shield charges you $132 to make the call to come out, and 100 and something dollars a month. So in one year, if you put all that money aside in a savings account, you could buy a $400 refrigerator or a $380 dishwasher. With Choice Home Warranty, from what I understand from people that have it, there are no questions asked and they do things quickly. They are cheaper, too.

I called them on a weekend and told them it was a plumbing issue. They said they would get in touch with me in a couple of days. They called on Monday and made an appointment for Wednesday. The repair people came on Wednesday and did what they had to do, but the problem came back. I called them again and they scheduled me for next Wednesday. When they came out that time, they explained everything that was going on. The repair guy told me what needed to be done and talked me through it. He said a lot of wipes were stopping up the plumbing, and they did what they could. They said they needed to do something else and gave me an estimate of what it could cost, and they got it straightened out. I did what I had to do, so it’s repaired now.

I recently called American Home Shield for the air conditioning and they were very nice. But it took a long time for the person to get here to fix the unit and that time was too hot, so I had to get my neighbor a small air conditioner unit in her room. Other than that, the guy who came out did the job. He was nice and he explained what happened. I also used to have American Shield and I had them for a lot of years. Then I had to cancel for a few issues I had with them. But my neighbor kept them and their rate is very good right now.

Each time I contact customer service, I’m told the issue will be “fixed,” but nothing ever changes. Now I’m being told different explanations depending on who I speak to, and no one seems willing or able to actually resolve the problem. This has turned into a constant runaround with zero accountability. It’s incredibly frustrating to be harassed over an error on their end while also being unable to reach anyone who can take real ownership and fix it. At this point, I’ve lost confidence in their customer service and their ability to properly manage accounts.

Any time I've had to use American Home Shield in the past and file a claim, they've responded quickly. But unless I'm going on their website, I have no idea about Frontdoor Pro. They could do better about advertising those partnerships. Other than that, My experience with American Home Shield is always quick and efficient, and their website is one of the better ones that I’d seen. However, in the last year, I've been reevaluating if it's necessary or not to continue with their services because I'm not filing as many claims.

My issue with this is that nobody has reached out to me to tell me what's happening. Why not an email? Why not anything? When I called Sears, Sears is all AI. They told me there is no person that I can speak with. And when I tried to communicate my issue, it just did not understand what I was my problem was. So that's when I went back to American Home Shield. I said, “Hey, something has to be done.” So then she told me, well, I can put in another request, and then you have somebody different come. And I said, “I don't care who you send. I just need my refrigerator fixed.” So they send, somebody else. And he came out, and he looked at it, and he was a little bit faster, anyway. He did come out a little faster. So he came out, he looked at the refrigerator, but he also told me, “I need to order parts.” That took another couple of days.

When he got the part, he came back, and he said he would change some little sensor or relay. He changed it and he said, “Okay, the refrigerator -- put a cup of water in the freezer and check it in a few hours and see if it freezes.” It worked. So he fixed it, and then that lasted four days, my food and medication went bad again. I told the American Home Shield that I take injectable medication that needs to be refrigerated and it had to be thrown away. Not only did I not have it, my insurance would not give me new one because I already picked it up so I couldn't have to go without.

So I was upset with them, and I said, “I just want my refrigerator fixed.” So that went the five days, and I told you it broke. I called the repair man again. He was very rude, and he told me, “Well, what did I do when I went out there?” And I told him, “You switched some small little relay I saw that you had.” And he said, “I told you, don't buy food right away because it might not work.” I said, “No. Wait a minute. That five days. That's plenty of time. You told me, If the ice froze in the freezer, it was good, and that I can use it, which is what I did. I put a plastic cup of water, it froze solid.” I said, “Great. It's working.” I went out and restocked my refrigerator, which was not his fault it broke the first time, but it was the second time that I restocked, and he said, “Well, you shouldn't buy groceries.”

I said, “Please just come out and repair my refrigerator.” So when he came, he said, “I'll stop by.” So the next day or whatever, he did stop by. And then he said, “Well, I have bought a generator.” I said, “No, you never brought a generator.” And he said, “No, I ordered a generator, but since it worked with the relay, I didn't need it, and I sent it back. So now I have to reorder that, and you have to wait till that comes back again.” I was very upset with that. I thought, “Why did he just not put them both in? He's being paid. Why didn't he put them both in? Why take the risk?” If I can understand if one of us was paying and I'm like, “Oh, I don't want to go with the expensive part if I can get away with, “Oh, it was just the small part.”

So he didn't put it in. He, “Okay, well, I got to order it.” So he left. So two days ago, the box shows up on my doorstep, and I said, “Oh, my gosh. This is the part for my refrigerator, which must be the generator thing.” So I'd lug it inside and wait for him. He does not know nothing from him. So then I send him a text message, because he answered when I did that, and he never answered me, because I had just said, “Hey, any update on what's happening?” And then again, “Hey, the part finally came to my home,” and nothing. So yesterday, I called him on the phone, because most of the time, his voicemail thing is full. Oh, no. You can't leave a message because it's full. So I text messaged. So I called him, and he did answer.

The mechanic said, “Oh, well, what did I do at your house?” He also said, “Oh, you said you were going to put in a new generator, and it already arrived on my doorstep. So I want to know when can you come out and finish my refrigerator?” So he said, “I cannot come out today.” I'm hoping that he actually will come out today and repair my refrigerator, because this is just ridiculous that I'm going this long. And that's what I keep telling everybody at American Home Shield. That's why I got upset and canceled my thing with them, because this is very long.

We're thinking about canceling our AHS policy. We've been with them for 15 years, at least. When I have insurance, I didn't expect you would pay for the entire job. When you do have it, in essence, if my house burns down, they're probably gonna replace my house. But that doesn't seem the way AHS works. And I'm not sure what their formula is. We've had very few claims with them. It just didn't work out the way we expected.

We've had other instances where the work was a little shoddy. They put in a new water heater one time, and they chipped a lot of paint out there. They also didn't even sweep the floor. They didn't clean up. They didn't even say sorry about the chipped paint or even sweep the floor. They just left.

There have also been times they’ve sent somebody out for an air conditioner, and they couldn't get it going right. So, they'd have to call another company. I'm not sure if they use the best companies in the world, or if I have always suspected they use startup companies that they can probably get cheaper.

But they're pretty good to get hold of. When you reach them, we're in modern times now, but you're speaking more to a computer than you are to a person. And that's fine, as long as the computers can hook you up with the company you're after, a door company or water heater. It doesn't matter. That's the world we live in now.

I've been with American Home Shield for 16 years. They can improve the payment because I'm paying too much money. It's too expensive and I'm thinking about leaving because of that. But it's something good to have because it's like a security blanket. So it does feel good when you can call someone when something goes wrong. You can just pick up the phone and call them and they'll get someone out to you. That does make me feel a little secure.

When I started with American Home Shield, the price was 79.99 and it's gradually increased. The last time I saw my bill, it was in the 100-something and that was unfair. AHS is going on an economic pressure, and we also have the same economic pressure going on. So, they can’t just increase. The price is unreasonable and I wasn't informed about it, so I'm not too happy. The work is good, but they went into the process. They say I'm responsible, but I shouldn’t be. We should work together and meet in the middle. If they continue to increase, I will have to find another home warranty company because they obviously have a better price than they do now. American Home Shield is available 24 hours, and the customer service is fine. It's just that the way they do the process is not fair to the consumer.

Then, I had to call back, resubmit the claim again, and they charged me again. I'm still waiting on a refund for the first one. Then, they had to escalate it to the escalation department, which they said they did the first time and it didn't happen. So, once they submitted it to the escalation department, the young lady was able to find me someone in about a day. Then, from there, it went to the people. They came out three days later. Then, we had to wait on American Home Shield to order the hot water heater.

There are a lot of things that American Home Shield don't tell you that are not covered, which I'm very frustrated with. In their ads, they say, "Okay, if it can't be fixed, we'll replace it." But it doesn't say that, "We'll replace it for free as long as you don't need modifications or bringing it up to standards or anything." They don't tell you all of that. So, I wound up still coming out of my pocket with a lot of money. The plumbing company was very good. Their guy communicated well.

If someone asks about American Home Shield, I'd tell them to read the fine print because everything is not covered. I'd tell them to make sure they're getting the policy that fits their needs and make sure that they inquire about certain things first. When you call in to AHS' call center, sometimes it's hard to understand the language barrier between some of the representatives. So, that can be a little frustrating at times. Then, they tend to put you on hold.

So, one thing that could be improved is maybe gapping that language barrier and the hold time. To hold after every statement drives me insane. I understand the customer service part of it also because they repeat back to you everything you just repeated to them, but then you still don't get the answer to what you actually call for. The other day, I called about my refund of the first service fee of $100. I was on the phone for 45 minutes just to get the status of it, and then they had to escalate it. I still haven't gotten it and they told me it would be three to five days. Overall, AHS has been pretty good for me but at the same time, I don't expect to have to come out of my pocket anymore because I'm paying for a plan and here I am coming out of my pocket with another cost.

The last person I spoke with was clearer and explained that the claim was already in the decision department and that I just needed to wait a few more hours or a day. I did that, and the issue was taken care of. On my first two calls, they kept telling me that Zen had not sent the diagnosis. I questioned why it was taking so long since the technician came out four days ago. They should have already sent it. So, communication was an issue.

American Home Shield has helped me with repairs or replacements twice, although there was a bit of a hassle during the process. I’ve been with them for about five years because appliances are necessary and you want them working all the time. When something breaks, you don’t want to deal with the hassle of not having the money to replace it, so we hope it can either be fixed or replaced. I’ve purchased the warranty for my children when they were getting started on their own. The washer and dryer coverage is the most important thing for me, so I bought the plan for them for a year. Overall, having American Home Shield has been a nice comfort and convenience, and I would recommend it.

We opened another claim. We were appointed with All City Appliance Repair Inc. It took them at least two weeks to schedule and show up because they kept on scheduling, never showing up, and never sending the diagnosis. So, with them, it took us almost a month to get to the same diagnosis that the vent cleaning was not done properly and it needs to be cleaned. We have not received any updates or diagnosis reports from AHS. The experience that I had with All City Appliance Repair was horrible. We would call them, and they would say, "We're going to call you in the next 24 hours," but no one would call back.

This issue has been ongoing ever since February 2026. The tenant is threatening to leave the property because we haven't resolved this issue. So, I am at square one. Still, I have a dryer that is not clean. So after all these things, we had enough with All City Appliance. We called AHS back, asked to be designated to another vendor, then came American Express Appliance Service. They seemed to be more hands-on, but they still have not sent a diagnosis and the estimate.

What we heard from the tech was, again, the vent cleaning was not done properly and it is the vent. So if it is indeed the vent, thinking that it may be the vent issue indeed, I went back to Frontdoor and I asked them to send a free-of-charge service to check the vent cleaning they did and clean it up if it was their mistake. They refused to do it free of charge. They want to charge me again. So, I have complained about them as well. Frontdoor has been extremely non-cooperative. They keep on telling me, "You have missed the 30 days of grace period." I missed the 30 days of grace period for a reason because I was trying to find a way to resolve the issue with the dryer. At the beginning, I didn't believe that the diagnosis was right until American Express came and told the same thing.

Frontdoor didn't own up to their mistake. It was escalated. Someone called me yesterday from the management and they again offered me a reduced rate to do it. So I told them, "I refuse to pay you a single dollar. You have to come up with something that would address the issue free of charge." Seven minutes ago, I received another email from their help desk that said they cannot schedule a free-of-charge service. Right now, I am at the same point I was in February. It has been almost three months. In the meantime, I have paid for Frontdoor vent cleaning. I have paid for service two times or three times to AHS. So I have already paid the money of buying a new dryer on these services to be ending up in this situation.

American Home Shield's customer service team has always been responsive and attentive. Some of their vendor have been really great vendors as well. It's just Frontdoor and All Appliances are horrible. I have never seen in the states non-responsive service like Frontdoor. They should own up to the mistake and at least send someone free of charge to check. The AHS app still recommends them. In the offers part, I still see them. I don't want to see them. American Home Shield is a good establishment because the app works well. When I call the customer service, they try to help, but they should vet their vendors more carefully. I am hoping that American Home Shield would offer me some sort of solution. I already have two ongoing service agreements with American Home Shield and I was looking at using it for my main property as well, but now, I'm thinking.

I've been using the app to submit claims to AHS. This time was the first time that I tried talking to somebody virtually just to see if he could help me troubleshoot it, and he wasn't able to do it. So, then, we had the claim through the app. The app is really easy to use. The people that came out contacted me right away. They came out fast. It was really easy getting it done. Sometimes, in the past, when I've used other home warranty companies, it was not that expedient. So, the entire experience was great. So, I'm completely happy. The service wildly exceeded my expectations. The gentleman that came out was extremely friendly and informative.

I went through all of American Home Shield’s paperwork and got in touch with various different executives and pointed out in the documents that stacked washing machines are covered and it's their responsibility for their technicians to unstack them, to operate on them, to do whatever means necessary with limitation of modification of a structure. They assigned me another company and I talked with that company before they came out. They said they wouldn't unstack it either. They refused to assume liability for that. Although American Home Shield chose to put on the website and tracker saying that it was resolved, it was never resolved. They never fixed anything. They never refunded me my $100 for the first guy coming out. They're awful. Their tactics are to get you to give up so they don't have to do anything.

American Home Shield is a horrible company. They're deceptive. They hire companies that will intentionally file the report so they can discredit it and not cover the claim. I dealt with a scenario where they sent a company out, and that company gave me a diagnosis verbally, which I recorded on camera and had video evidence of. But the report said something completely off, opposite and different. American Home Shield denied my claim so I bugged them for three months. They finally sent out a second opinion who was able to fix it instantly and had nothing to do with anything that the first company said. But that was not without an arm wrestle from American Home Shield and them completely disregarding everything that I was saying. They were not listening.

I ended up going somewhere, and then I came back home later on. My refrigerator still wasn't getting cold. My food still was not freezing. I called them back and I said, “Somebody came out from your company, and they looked at my refrigerator. They didn't do anything. I'm still having the same issues that I had when they first came out.” They said, “We’re gonna send somebody out there.” Unbeknownst, no one ever showed up.

I had to call American Home Shield and say, “You all sent somebody out to my house. They did not repair the problem that was wrong. I called them back. They were supposed to send someone out. No one has ever shown back up. And I'm still within my 30-day time frame.” The customer service rep ticked me off. He said, “We could send somebody out there. But if it's a different problem, you're gonna pay another deductible.” I said, “I'm not paying anything ‘cause they should have repaired the issue.” He kept telling me that I was gonna have to pay another deductible. I said, “I need to talk to a manager, because if I pay a deductible, your mother’s gonna pay it,” because at this point, I felt like the customer service was terrible, too.

Long story short, I just got a refrigerator. I'm not even happy with the refrigerator, because I wish I had a picture of my prior refrigerator. Which was a two-door refrigerator with a drawer freezer. Now, I got a standard, cheap refrigerator ‘cause I didn't have the means. I probably could have, but I'm not gonna go out of my way to pay an upgrade fee. And the upgraded refrigerator they were sending me was like $400 to $500. I'm not doing that. I might as well go out and buy my own refrigerator.

AHS sent somebody to fix our furnace and the guy got it working. Three months later, it goes out again. It was long enough that I had to spend another $100. The person asked who was here last and I said that it was this company through American Home Shield. That tech had installed something backwards. He's lucky that our house didn't catch fire and blow up. So, the new guy fixed it. I told him to make sure that he tells American Home Shield that he was fixing a mistake made by somebody else. And he did. But AHS didn't care.

We ended up doing in lieu of cash on my refrigerator because I went almost three weeks without it. My medicine has to be in the refrigerator, so they had to be at my neighbor’s. Then some of our groceries were in a cooler on our back porch. Some of our freezer stuff was at my sister's, 15 minutes away. I couldn't babysit my grandchildren because I couldn't cook them breakfast or lunch. So, it was ridiculous. AHS sent one guy out who was nice and he said it was this. Then he came back with another part, but it wasn’t it. So he said it was not that and that the refrigerator was dead. AHS didn't like that answer so they had someone else come out to my house. In the meantime, it takes a couple of days for them to send out somebody else and for that person to schedule.

The other guy said the refrigerator needed a whole new compressor. AHS wanted to fix the refrigerator. But you don't fix an appliance that's 22 years old. I had to fight with them to do the cashout, even though it’s in my contract. They're a joke. I had a plumbing issue and they had one of their professionals come out. The guy went under my house and said my plumbing’s all wrong. I've lived in this house for 22 years and this is the first time we've ever had a plumbing issue. So, the guy went back to American Home Shield. They said they have to send somebody else out with a camera to see what the problem is. This was over the holidays and I didn't have a sink for two weeks during that time. Finally, the guy came out with the camera. He talked to American Home Shield, and they said they didn't authorize a camera and that it costs more money. The guy said they authorized the camera. But AHS said no.

My husband cut a hole in our plumbing and found whatever was clogging it and fixed it. Now we're done. It took my husband maybe two hours to climb, go to the store, get a little piece of pipe, get some plumber’s glue, and put it back together. But yet, every month, like a good girl, I pay my premium automatically. AHS has never had to ask me for money. It's ridiculous. I have other friends who use American Home Shield, and they have the same experience. We've been members for 10 years and in the beginning, AHS would send good, qualified people. Now, I'm looking at another company because it's crazy.

The tech that came out the first time was great. He did really well. He was nice, friendly, and was quick about getting it started. However, when I had a plumber who was supposed to come out and fix a leak that was coming from my upstairs bathroom, that whole situation was terrible. The plumber came in, did his investigation, and said that he needed to see behind the walls in the bathroom. We ended up tearing the wall down, tiles, sheet rock, and concrete board or cement board. Then, when he got back, he didn't find the leak at all.

During the demo part that my husband was doing, the spout that goes into the tub that's on the outside of the wall ended up popping off. And my husband had to stop the demo and fix that, and come to find out that was the actual problem. Water was leaking inside the back and into the wall. The plumber didn't see what he said in the first place. And we got stuck with a wall still not being replaced. American Home Shield didn't want to hear anything that I had to say about it, because they just listened directly to the contractor, when the contractor denied all of this, as if I would want to demo a wall for fun.

Then they ended up giving me the low quote of whatever it's called, to get the replacement, like the sheetrock and stuff put back up on the two holes that they put in my kitchen, to see where the initial leak was coming from in the first place, before the wall. They gave me that because they couldn't find anybody in the area who would go for the price that they were willing to give.

I still had to do a homemade patch job, even though they knew there wasn't a contractor in my area that would take such a small job. Now, over a year later, I still don't have a wall in my bathroom. I was not very happy with my very first experience with that plumber and the whole situation, because they screwed up and said they needed this wall down.

They were not gonna admit their wrongdoings to American Home Shield. So, they made it seem like we just tore down a wall for fun, and American Home Shield didn't take the time to listen to me as the customer with a missing wall, and did not do anything to help compensate for that. Now, anytime I call with a plumbing issue, they automatically dispatch it to that particular plumber. Now, I can't even use AHS for plumbing. That's the only one that they work with in my area. But other than that, the air conditioning people were really good.

When I called American Home Shield the first time, I really liked it because of their video conferencing call. That was awesome. So the person was in the video. He looked at my issues and tried to troubleshoot. Then he helped me to get my ticket. So it was definitely a good experience for me, which I never had in the past with previous homeowner insurance company.

Also, the response time was very fast. When the ticket was created, within 24 hours, I got the call from the appliance company for appointment. Then within three days, they gave me the options, and what time works for me. So overall, my experience with the two incidents was positive. I'm really, really happy. I'm paying $135 per call. It's a little bit high. But the services that they are giving me are very good.

When they schedule their appointments, they get a work order from AHS and they just schedule the appointment without talking with me. I don't sit in my house 24/7 and wait for electricians. I've reached out to them. We have an appointment tomorrow. Originally, I would be gone for work, so I sent them a message and said, "That doesn't work for me. Can you please give me a call so we can reschedule?" But I didn't hear back from them. They just carried on. I've had multiple no-shows and cancellations from them. That is why we're almost at mid-May and we still don't have a fully functioning doorbell system.

The two guys poured fluid down the drain because the AC had stopped working after water backed up. There was a little bit of stuff that came out and they said it should be okay afterward. The AC cooled for a short time, but then it stopped working again. So, I called American Home Shield and they said they would expedite it. They sent a different company out and this time, there was only one guy. But he went through the unit more than the other guys did. He took panels off and looked inside, and made sure everything was clean. He poured a lot more water down the drain and high-pressure air and everything's been working good since then.

I always submit claims over the phone because I need to explain my health problems so they can expedite it. But that’s in the summertime. It’s different during wintertime. Once in a while, but far and in between, there's a language barrier. But not that bad. My experience with American Home Shield has been outstanding, and I'm happy. I've never had a problem. I've been with them for years, except for when I went overseas. But before and after my military tours, I always had them.

I told the guy that I had a photo of it when he got here, but he had told me that if I can have a video, that would be more helpful. I don't know if there's an option for me to upload that or not. The gentleman also told me that if it happens within 30 days from the initial day that I submitted the claim, then they can come back out underneath the same deductible. We've been happy with American Home Shield, but I know sometimes it's hard to get things approved. We've been them for a couple of years. We were customers before, too. When we moved, we had switched since the previous people had somebody else. Then we went back to American Home Shield.

It's good to have American Home Shield, but it’s not gonna be satisfy you 100%. Some of the people you get in customer service don't speak proper English. They follow a script. But I’m still okay with paying for the service. If the first try doesn't work, then continue keeping it and get somebody else and pay for it outside. It's a good backup and I like that the deductible is a flat rate. Other people I call would charge 500, 600.

I had a house for a number of years, and I had Home Shield at that house. So, when I bought this newer one, they stuck Old Republic in, and I have never had very good experience with them. So, as soon as that contract was over, I got Home Shield, and they gave me a good price. It's a little high but I got the full coverage package. Overall, Home Shield is a good company. I've had good luck with it.

The plumber (appeared to be an apprentice and no older than 18) then told me he called his boss, and I would have to pay an additional $85 for him to caulk the faucet (that was not feasible after I just paid American Home Shield $125) because "caulking" was not covered under my warranty. Needless to say, the plumber left and my sink is still leaking, and I'm left to search for a private plumber on my own. I wouldn't recommend anyone using American Home Shield; total rip-off and nothing is ever covered under your warranty plan, no matter which rate you pay.

The AHS refrigerator repair company, Arctic Air, was called out in Jan. 2026 and Feb. 2026. Both times were for the same issue, which was related to the food freezing. Arctic Air changed the Damper, Air Diffuser, Control Board, and Defrost Sensor. This didn't fix the issue and my refrigerator still froze our food. I kept in touch with Joe at Arctic and I did what he advised which was to put the temperature gauge in the back of the shelf.

In April, I sent Arctic air a picture of the temperature gauge in the refrigerator which showed the temperature at 20 degrees. The temperature eventually went down to 10 degrees in the refrigerator. Joe From Arctic Air responded by text with his diagnosis. His diagnosis was, "I am stumped. I'm out of ideas. If you feel you need to open up another ticket, tell them (AHS) that Arctic Air Appliance has been there a few times and replaced a few parts, and if they could please send another company out because I am out of Ideas." I decided to call my own company, H & H appliance repair who has been in business for close or over 20 years. I told them the parts that Arctic Air replaced and H & H said that those parts are the main components of the refrigerator and if that didn't work then there is nothing more that can be done.

Original Review: The AHS refrigerator company came out several times, but my refrigerator still freezes everything inside. My daughter and I made an expensive, time-consuming meal last night, and this morning I found it frozen. Strawberries, cheese, liquids, lettuce are all frozen. We are having to put our food in mini refrigerators. We are wasting our money on food that gets frozen over. This has lasted for months. The AHS repair company replaced parts, and my refrigerator still freezes. I have been with AHS for over 20 years. I feel like I'm wasting my monthly payments on them. I contacted the AHS appliance company, Arctic Air, and he stated that he replaced parts and he's stumped. He said to let AHS know he was done. It seems that this refrigerator is unfixable. I feel that at this point, AHS should replace my refrigerator or cash out.

I called AHS and spoke to Dana. Dana said she would email Arctic Air to send a form to send to the department that will contact me to replace my refrigerator. It looks like she lied to me. She sent a service request to Arctic Air, who just called me. Arctic Air said that AHS doesn't send emails, and he didn't receive an email to send a form. He said that Dana never contacted him. It looks like Dana lied and told me that AHS would replace my refrigerator to get me off the phone. I'm stuck with a faulty refrigerator that freezes my food, and AHS needs to replace my refrigerator because it's looking like it can't be fixed and my AHS plan covers up to $2,000 to replace my refrigerator.

All of this happened in two to three weeks. On Point never called back. I called one week later to American Home Shield, and they said, “Okay, I will find out what happened.” They always say, “We canceled the request.” For both American Home Shield and for me, it was showing open, but they are saying it's closed. I don't know what is happening. Then another person came and he said, “It is external, so I will not be able to do it if it is external.” I just sent him off.

I did not get a second opinion because I was very frustrated with On Point. I didn't make a complain against American Home Shield or On Point because I thought I can fix it. I think it is better for me to fix it than depending on some other person. Every time I talk to American Home Shield, they’re very good. I thought they are helping me. But there are two letters from Home Shield saying that this is not part of our plan. I was lately frustrated that whole thing is happening and it is taking a lot of time.

Since it was the third time trying to get service done with American Home Shield, things went smooth and easier. I usually do it online, but the second time that I had to request service, I had to call because I wasn't able to locate exactly the service that I needed. I requested something different, what it was close to. They told me I needed to call the company. I called the company, and whoever answered me was very helpful and made things easier for me.

The first one that came, which was the second one who came again after we continue getting the leaking, was nice. He was respectful, too. But the first time, he told me it was the filter. He did what he had to do, and it was fine for 12 hours. When we came home, my floor was full of water. That was when we realized that there was still a problem. When he came again, he went and inspected everything. He told me it was not a plumbing issue. It was a connection that has a hole in there. He briefly described the problem and said he was gonna report it to the company. Immediately, when he left, I called, and the person who helped me said, “I don't have any report. If you want, hold on the line while I find out what it exactly is." She called the company to get that report, and she was able to book me today's appointment. I just need to call them and see if I can get a little more coverage in some of the stuff.

It took over two months and three different companies to finally realize that it wasn’t fixable and for American Home Shield to give me a cash-in-lieu. The person from the executive customer service line was the one who helped me with that. For two months, I was on the phone with American Home Shield every day. It was a bad experience, a big mess, and a nightmare.

They ordered the part, and we set up an appointment for him to come on Monday and install it. On Sunday night, I got a text, “We had a massive front of thunderstorms come through.” And the area that they lived in was hit hard. They were out of electricity, and trees were over the road. We're in a real rural area. He said they were not gonna be able to get out in the morning. So, we rescheduled it for Thursday, which was the first day I had available. And he showed up on Thursday and made the repair.

Submitting the claim is easy and super simple. It just says “Stoppage”. It's just that the toilet isn't flushing, or the water's not going down. I don't know if it's a broken mechanism inside the toilet or if there is a stoppage. The website is very convenient, but it also doesn't list a lot of things that is needed on the app. I called American Home Shield. And to fix the issue, I'm paying for F6 Services to come out and do a main line snake. They are scheduled between 2:00 p.m. and 6:00 p.m. today. It is through American Home Shield. But they no longer cover main line snakes, which I don't fully understand. If they don't cover stoppages, I don't get why enlist that they cover stoppages.

We purchased the home and American Home Shield was recommended by either our mortgage company or by the realtor as to who they use. AHS has done a lot. I just wish that their communication and the ability to get a hold of them were much easier. You typically wait anywhere between 35 minutes to an hour, and then it's usually somebody overseas that you can't understand. So, I stopped even trying to do anything, because time is money. And I'm losing money by not doing anything about it, but it's such a headache to talk to somebody at American Home Shield.

If people can find someone else, do it. Just try to find somebody who has a call center in the state, so they can talk to somebody that you don't have to wait forever to talk to, and you can understand. American Home Shield was good at first. But over time, they have been offering less and less service, to the point where we're gonna drop the service altogether. It's pointless to have a home warranty through them. We’re gonna do away with American Home Shield. It hasn't paid off for us, especially regarding plumbing issues.

The people who came out for our unit was really professional. They gave me three different appointment availabilities. I picked one and it worked out good. When you schedule your appointment for the service provider, you have to have your money upfront to pay for it right then. It is not when they come and do the service, and then you pay then. You have to pay that upfront.

When I signed up for the service with American Home Shield, it was the same time as Valentine's Day and they had a 50% off. But they did not honor it. When the first bill came, it was full price. When I called them, they gave me the runaround, transfer from one number to another, and transfer from this office to another. The sales department made it very scam-looking and they refused to do anything until I pushed, pushed, pushed, and then they fixed it. But they tried to scam me in broad daylight. It was very stressful and they should not be doing that. They should not be doing that. It should not be the way to do business. I've had American Home Shield in the past and now, it's a very good company, but sometimes there's unnecessary stress for no reason.

That was where things got a little dicey. This was not the first time that I've had trouble with the refrigerator breaking down. When the tech got here, I had made a little sideways comment like, "Hopefully, it's actually dead this time," so I can just get a new one. He took that information back and said, "I can fix the refrigerator, but she doesn't want me to." But that was not what I said. We didn't have a conversation and I know that’s not how things work. Friday, he left, and then Monday was a holiday. So Saturday, Sunday, Monday, I was without a refrigerator.

I called on Tuesday because I hadn't heard anything from American Home Shield or the contractor to find out what was going on, to figure out an update. The AHS rep that picked up the call let me know that they were going to put in a request for the contractor to contact me directly. But she didn't have an update for me. So I was very confused about what was going on.

I spoke to American Home Shield, and they said they were going to call and leave a message for him. I also called the last number that he had called me from to see if he could just call me and let me know what was going on since nobody had an update for me.

I did not get a call back from the contractor until after 4:00 pm on that Tuesday and he was not intending to come and fix the refrigerator. Because he told them he could fix the refrigerator, but I didn't want to. I wanted the replacement in lieu of repair. I did not necessarily say that. But then once he said it, I was like, “If that's something I can do, what does that look like?"

I've had several issues with this refrigerator. And even if it was just the cost of the repair that I was going to be paid to replace the refrigerator as opposed to fixing it again, I feel like I should have been given that option. When people call in for repairs, the technician comes and looks at it unless it's a situation where the technician is fixing it right then and there. If they have to leave and go order parts and all of those things, someone should call and say something, "This is what's going on. This is what we can do, and this is your other option." That did not happen.

Fast forward, once the contractor told me that, I called American Home Shield back and the person who answered the call this time around transferred me. I let them know what has happened so far. He said he was going to transfer me to the escalation team. The person from the escalation team was very rude. I let him know, "If I am coming off aggressively, I apologize. I'm just very frustrated at the moment because I feel like I'm being given the runaround."

After the last conversation, when I was told that if I wanted to get the money in lieu of repair, that was an option I would prefer to take. The guy from the escalation team was like, "We already approved for the technician to fix the refrigerator. So that is what's going to happen." I said, "I just spoke with him. He hasn't even ordered parts for the refrigerator. You're telling me that I have to wait for him to do all of that to come and fix my refrigerator? I do not want to do that." He said, “That's what's going to happen.“

I said, "Sir, I don't want to talk to you anymore. Please transfer me to your supervisor." He said he would not transfer me because he already told me what was going to happen. I ended the call, he called me back to continue to argue with me that I had no other options. I was like, "Are you serious right now? I don't want to talk to you. I've already stated what my issue is. I've already let you know how I would like to proceed. You will not transfer me to a superior, so I'll call back and someone else will transfer me. I do not want to talk to you."

I got off the phone again, I called back, I talked to someone else. While I was on the phone with this person this time, the technician called me and he said, "What's going on? Everybody's calling me." When I was on the other line, the person was saying, “We have to talk to the technician." The technician called while I was on the phone with American Home Shield. I asked the technician, I said, "Can you please hold for one second? Are you okay with me merging a call?"

I merged the call with American Home Shield and the technician. I said, "Everybody's on the phone now, so everybody can talk." Everybody had the same understanding about what was about to happen. We got on the call, and the technician said what his understanding was: that he was not coming to fix the refrigerator. American Home Shield said, "Okay. Well, you can get paid out in lieu of the repair. So I have to escalate it so they can calculate how much you're going to get reimbursed." I said, "Okay. If that's what we have to do, that's fine." It is Wednesday, and I still don't have the refrigerator.

After I spoke to the last person at American Home Shield, he sent me over something immediately within the hour for me to sign. And I ordered a refrigerator. I was like, "I'm just going to buy a refrigerator. Hopefully, they give me some money back." But I can't be here without a refrigerator. If I would have known that the repairman told them what he told them on that Friday, I would have ordered a refrigerator on Friday and tried to get it over the weekend. I thought that he was actually coming back to repair the refrigerator. I would not have waited for him to find out that information on Tuesday.

I appreciate the service of American Home Shield. Because if I didn't have the money and I did have to wait for the repairs, I would have done that. But I had the money and I consulted my family and we discussed it and everybody was like, “If you can afford it, just buy a new one. Because what happens next year?"

American Home Shield's deductible is $100. The refrigerator has broken down at least once every year for the last three years. So that's $300 that I'm out of pocket just to get it repaired over the last three years. My family was like, "Okay. So if you get it fixed this year and it happens next year, then what?" I spoke to the man who does the things for me to get the reimbursement and it ended up being $500 -some odd dollars that I got reimbursed because that was the cost of repair.

I called because, when the technician came to me that Friday, he was telling me, “This is what it is and it's going to cost about $600, almost $700 to fix the refrigerator." I was like, “That's crazy." I know parts are expensive and labor is expensive. I called American Home Shield after they gave me the specific amount that I would receive, because I just wanted to know how they got to that calculation and the technician said something different.

The person who explained to me what was going on was very nice. What she did was she refunded me my deductible that I paid because of the service that I experienced. In total, I got $650 in reimbursement for my refrigerator based on that experience.

I've been with AHS for a very long time, and that's the first time that it was horrible. And the fact that he wanted to argue with me, and I told him, "I'm ending the call. I do not want to talk to you anymore." I just hung up. But even when I was saying I'm ending the call, he was like, "You need to listen to me." And I was like, "Don't yell at me." Aside from that, I've never had a bad experience. Also, someone came out and looked at my dishwasher once, and then there was a leak in one of my bathrooms, too. All the time that I've been with AHS, those are the only things that I've ever had repairs on.

He came out. He changed a part that was in the door because the microwave was popping the circuit breaker outside. If you turned it on, it would pop the circuit breaker outside. Apparently, it was a switch in the door when it locks. I watched it on YouTube, and did it myself to see. He changed the switch that caused the circuit breaker to pop. He put the new part in there. Now, when he shut the door, the microwave came on all by itself, without touching anything, just shutting the door. So, he grabbed the handle, started jerking it up and down until the microwave turned off. Then, when he let go of the handle, it came back on. He said it was the control panel.

He said that his company does not remove and replace, and that I will need a new microwave because the control panel is bad. He said, "Call American Home Shield, and they'll order you a microwave. And they will send somebody else out to install it. My company does not remove and replace. We just repair.” The tech was supposed to have paperwork saying that he can't fix it, that it couldn't be repaired, and it needed to be replaced. Fixed the part, but it still didn’t work. It needed to be replaced.

He was supposed to send in a request to American Home Shield, which he never did, because I followed up on that. I called American Home Shield, and they said, "No. We never received anything." They called Appliance Plus and left a message. And that same day, I called them too and left a message stating that American Home Shield needed that paperwork requesting the microwave to be replaced.

I followed up again, a couple of days later, and called American Home Shield, but they never received the paperwork for the request for a new microwave. So, they called Appliance Plus again, left a message, and an email. I did this process three times. I followed up, called American Home Shield, asked if they received the request for the new microwave from Appliance Plus, and they said no. If AHS can't reach the contractor, they need to get a hold of somebody else.

Having American Home Shield, I like that I could call and they have somebody on hand that will address whatever problem we got. I like the comfortability of that. But I don't feel American Home Shield took care of me on the air conditioner claim. I don't like that I'm paying money for service and when something major goes out that's supposed to be covered, they start giving me excuses on why they're not gonna cover it. If they're not gonna cover it, then they should tell me that before I give them my money. I don't have a problem with paying them every month but getting somebody in becomes an issue at times. They also try not to fix the major stuff. I've been on the phone several times with technicians and I had to really get rough on the phone with an American Home Shield agent and they had to go back and check with management before they were able to approve certain things.

Overall, the warranty protects me from having to pay everything, but it would be nice if American Home Shield paid more. Just like all warranty companies, they would help with 30% of the problem and the rest of it is left to the consumer. To me, it's like a racket. Why have something like that when I should just save the money and pay for it myself? And the prices keep going up, just like my car insurance. Plus, they make excuses for charging us more, but they don't really give us any more benefits.

I would not recommend American Home Shield to any of my family and friends because of how bad the experience has been. This is our very first request, and I'm very dissatisfied. For a simple issue like this to take all these months and still not be resolved, this is bad. We’ve been with them for nine months and I don't know if I would be interested in renewing.

One of the contractors that I did not really like was the first time that I had, and I told American Home Shield that I don't want them anymore. I had a bathroom toilet problem that they came and fixed, but they were not as courteous. They were asking me more money for everything. I said, “No. I'm paying monthly to them. And every time they come to my place, I'm charged certain amounts, 100 and some dollars, 25, $130, whatever it is. And that was it. I'm not going to do anything.” They left.

They still can never tell me that type of information. It happened over the course of a month and a half, until eventually, I randomly got an email from them giving me the payout for the claim. I could do the replacement or select the cash-out type option. We ended up selecting a gift card to a home improvement store, because we ended up having to buy a new dishwasher ourselves, because it had been a month of just fighting them about it.

Submitting the claim was super easy. I was able to get in the app, put it in, and have it submitted. I had two different contractors. The first one, Dan. I never interacted with him in person. It was only ever over the phone. My husband was the only one who was around in person. He was nice. Some of our issues with the American Home Shield stemmed from just him being the initial contractor. It was clear and obvious, based on things he said to me, that I have, over the phone and also over text, that he was not confident about what was wrong with the dishwasher. So it was frustrating. He was nice, but I would never personally call him to come do another repair on it, since the second person that was assigned to the case was very much more thorough and was like, “This is not repairable.”

I'm not super happy with AHS. I would prefer not to use it unless it's a really big issue. I'm glad that I didn't personally pay for the home warranty based on the experience that we’ve had so far.

Now I've paid more than half of the cost to repair it just to have to deal with these morons. When you try to call to get an explanation/discuss why the issue should be covered, the hold times are outrageous, made worse by representatives that absolutely cannot help you. They will always find a way to deny claims on items that should absolutely be covered. Plus the technicians they connect you to are routinely 1 star companies that you should stay away from. The whole warranty thing is a scam that I would never recommend to another homeowner. Save yourself the headache.

At 5:00pm, called back again when contractor still not assigned. Rep stated they found a plumber and would hear back in 3-4 hours. Of course that wasn’t happening on a Friday evening. Called again Monday afternoon as status continued to read pending service contractor. Once again, told I would hear back within 4 hours but this time, rep said worst case scenario we could hire our own contractor and seek reimbursement. At 4:00pm contracted plumber, left voicemail, soonest they can be out is the following Monday. Unacceptable to wait 11 days for a non-working sump pump so we found our own contractor who came out 1st thing the next morning.

When I called American Home Shield to start the reimbursement process was told we’re not eligible because we didn’t seek pre-approval which includes the plumber calling American Home Shield and requesting the approval (what contractor has time or is willing to handle pre-approval)? Escalated this matter to management, rep said someone would call in 24 hours. Note: each customer service rep my husband and I spoke are located overseas. My impression is they tell you what you want to hear and move on to the next caller. There’s a lack of understanding of urgency and clearly reading from a script. Never is there a pre-recording stating that calls are recorded and monitored so essentially its your word against there's even if you have the name of rep spoken to.

A manager called my husband the next day and she declined to approve a full or even partial reimbursement because we didn’t follow the pre-approval process and didn't mark the request as urgent! Yet, it was marked high priority by the rep! Our realtor offered to get involved to see if she can help and will be recommending other warranty companies to her clients and fellow agents. Ironically, when the hired plumber came out and we explained the situation regarding a home warranty company, he immediately asked “Is it American Home Shield”? When I confirmed, he shook his head in disgust and shared negative experiences from his customers.

AHS will say the service tech needs to give them an estimated value of the machine, the service company will say they have sent the report twice. Then, when they finally seem to have it resolved, they will drag out the process even though if you read it says on their webpage they have a "30 Day guaranteed" workmanship... You will not be able to get any resolution, even when they claim to escalate your claim.

If you have a handicap and chronically ill person, AHS will do nothing to resolve the ongoing delays they are causing yet they tell you, "Go wash at your relative's home." We have no relatives near us. Why not just send the check for the new appliance or the new appliance (rather than say they are locating a vendor for more than a week). A supervisor was supposed to call yesterday. We are still waiting on our machine or a check.

I called American Home Shield and I told them. Two days later, I haven't heard from them and the plumber. Both had completely dropped everything. American Home Shield told the plumbing company that they weren't paying for it and denied the claim. But nobody told me anything so I was still thinking they're in the works. So, I called and asked why it wasn't covered. They said it's not normal wear and tear. I said it's 11 years old. If something fell in it and it's still flushing, that's normal. I was very mad, so they refunded the $133 I paid to take somebody out here and reduced the rest of my annual contract with them, which is the only reason I stayed.

When it was all said and done, I had to hire someone privately, because they're not paying for another toilet. The guy went to Lowe's and got the toilet of our choice, and got it in. He encountered the same problem, which tells me that there was nothing in that first toilet. American Home Shield covers septic and I could have used them for that. This was not a leech line issue. So, this should have all been done, but because the wrong diagnosis was given, I just called a buddy and asked him to come take a look and change out the toilet for us. He said yes, and we put the old one back. I'm unhappy to find out, as recently as yesterday, that nothing's wrong with the toilet. We just had a clog, and it was not in our leech line. It was in our pipe from the house to the septic, and the only thing that American Home Shield doesn't cover is leech lines. So, this came out of my pocket and it’s very frustrating.

Submitting claims with American Home Shield has been easy and their price is average. I'm also pretty much pleased with the coverage, other than the thing about my tub. It's sad when you think you’re covered on something, then they say you're not. All in all, I would not recommend them to anyone else. I have them for almost two years and I've been dissatisfied with their service. There are better companies out there.

Whenever I have to reach out to American Home Shield, usually, it's all online. When I first got with them, they were amazing. You could get to a person easily. A couple of years ago, I don't know what they did, but they changed things up and made it much harder to get to an actual person. But the last couple of times, they fixed whatever that was about because they're working on a plumbing thing in my daughter's house, and I got right to a person, which I really appreciated. It is always good when you get to somebody.

I called American Home Shield the same day the technician left so they could hear that it was still squeaking. I also told them not to send the technician back out, that I wanted a second opinion and I wanted another company. Somebody else contacted me and they came out. I started the wash when he was on his way and as soon as he got there, it was squeaking and he knew immediately. He said it was my transmission.

The part came in but I wasn't available until Wednesday, so he came out on Wednesday to fix it. It took him a couple hours. He fixed it, and it worked fine. But what did EJ's have to replace those parts for if that was not even the problem? I also don't like that company. I've used them before when I needed a lid on the same washer. It took forever for them to get the parts. They carry nothing in the truck. Everything has to be ordered. I don't like the customer service too. When you call them, you have to leave a message and you gotta wait for them to return your call.

When I had called into American Home Shield customer service and asked for second opinion, I asked them to send another company out. EJ's is in Weatherford, and that's an hour away from me. They have to schedule me in because they service their area more than going out an hour away. But scheduling was also an issue. They were never available. I had to wait days for them to come out.

I opened that case March 28th, and I just got it fixed last week. It took almost a month to get that washing machine fixed. It was inconvenient going to my son's house every week to go do my laundry. Another concern I have is American Home Shield raised their rates again. My husband's considering canceling them because of the rates. We went from 140 to 190. That’s ridiculous. Looking back at my history, I probably file a claim every two to three years. It's too expensive. Somebody else has already given me some recommendations to call another warranty company.

The person from Accent Heating & Cooling said the ductwork was installed improperly when the bonus room was put in. I used a licensed contractor, but I've always had problems in that back room when company comes. It's fine when there's no company there because it doesn't have to be regulated. It's just when the door is shut, it gets really hot in the summer and really cold in the winter. He said my ductwork was too small. American Home Shield said they couldn't make it right. I don't understand why they just couldn't replace the smaller ductwork with larger ductwork.

Now, my toilet was leaking yesterday. I don't know how long it had been leaking, since it's in my guest bathroom, and I never go in there, but I went in there yesterday and the rugs were all wet. So, I took them out, and mopped up the floor, and turned the water off, and I called American Home Shield, and I just found out they aren't coming until Wednesday morning. So, I'll be bailing water until then. I'm on a cancelation list with Northwest Sundance, so I don't know what's going on. I have company coming tomorrow, too. So, I just had to tell them they can't use the toilet when they're here.

Overall, my experience with American Home Shield has been spotty. Sometimes it's good, sometimes it's bad, and sometimes they send out subpar technicians. I had my dishwasher that wasn't cleaning properly, and the dishes were wet after being on a heat dry cycle. So, I called and had somebody come out, and he said that there was no problem on the motherboard, and there was nothing wrong with it, and he left without fixing anything. I called American Home Shield back and they sent somebody else out, and it was definitely the motherboard that they had to replace. Now, it's working fine. So, sometimes they send out shoddy techs that don't know what they're doing and are very rude.

American Home Shield offers the free tune-up for the HVAC system in the winter and spring. The last time that I got it done, it was a horrible experience. They always send the same company out for that. The tech messed up my furnace where it was extremely hot in the house. My mom is disabled. So I told American Home Shield that I needed someone to come out. At that time, American Home Shield tried to get me to pay for them to come out but I told them, "No, this is my service request. I'm not paying anything." So I had to go back and forth with that. They finally sent the tech out. He put tape on it, and didn't fully fix it.

I went through three techs, and then a fourth tech came out and he said they didn't put the panel on. When the gentleman tried to do the tune-up, he broke something on the side. So now, we have to have it taped. That wasn't a great experience for me. So I'm apprehensive about utilizing them for the tune-up if they're going to send the same company out.

We had a plumbing issue in the upstairs tub where the mechanism to go from tub to shower was not functioning properly. That wasn't covered. Also, there was an electrical issue where the previous homeowners made a copycat of the laundry room on the other side of that wall. So, the four-prong outlet for the dryer was connected on the other side of the wall from where we needed it to be. But that was considered preexisting and not covered.

American Home Shield wouldn't fix the outlet to where it would provide power to the correct side where our washer and dryer currently are. We ended up having to find an alternative resource to get that fixed to not have to move our dryer to the opposite end of the house from our washer. There are some things that we thought should have been covered that have not been. But that's generally how all insurance works is. You think stuff is supposed to be covered, but it turns out it's not, and it's not worth fighting the red tape. So, we made those decisions outside of our insurance policy to fix. Other than that, everything we've needed to handle has been professional and efficient in communication. Locksmith, plumber, electrician, we've had it out here. Everybody has been professional, and the communication method is great.

I called a heating guy that I knew and he said they could put it in the next day. I asked about the extra work and he said there was no extra work. He charged me $2,900, which was cheaper. When I told American Home Shield I couldn't wait three weeks, they said they could do a settlement for me. They offered to give me $900. That isn't even close to what they would have paid for the furnace. Not only did the furnace guy want over $2,000, but he was also going to bill American Home Shield $2,900.

I had to pay for the money myself to get it done the next day. Then a couple of weeks later, American Home Shield sent me $900. I was gonna almost cancel it but I thought of giving them another chance. A couple of weeks ago, my sump pump failed. I had a couple of feet of water in the basement. A couple of days later, they sent a guy out. He was very competent and nice. He did the work and it was great. This last time was very good. Maybe it's the big bills that American Home Shield does not want to pay.

When the tech came to the house, he went down and checked the garage door. He called his boss on the phone and said, "I've never seen a spring on a garage door opener like this." But when I had somebody come out and redo it, they said the spring was fine. It's exactly where it's supposed to be. But the Local Garage Door guy told me, "You need all new rails. You need a new garage door. That's $2,500." This is my mother's house. She's 84. I told him that I needed to speak to her but then I decided that everything would go through me.

He ended up going to my mother and telling her the whole garage door was gonna fall down if she did not pay $4,000, and she needed to pay it that day. I told him we were gonna discuss it and he said, "Well, you have until 5 o'clock." So, he wrote down a phone number, and he said, "Call me. Don't call this other number. Don't call the company number." He called me at five till 5:00, and he said, "Well, you're gonna have this done or not?" I told him we were not gonna have it done. Then he said, "Well, I'll give you till 6:00." The next day, I called the cops because this guy was too pushy, scamming for money. Then I called American Home Shield, reported it three times but they were very unhelpful. They were typing everything in the computer to give me answers. It was ridiculous. The last lady I talked to said they were supposed to return my money for the service call, but they have not.

I got an email from American Home Shield saying, "How was your service?" So, I put on there, it was poor, and I typed in that the guy was really pressing it for money, and I thought he was trying to scam people. It wasn't even two minutes later when that man called me, saying, "Why did you do a report saying that I tried to scam you? I was trying to save you money." He jumped all over me.

I called a local garage door company, and the tech came out and he said, "Well, your door looks like brand new. There's nothing wrong with your tracks." He told me that they didn't make parts for that garage door opener anymore. He could put in a brand new one for $325, and they could do it in two days. So, the people I hired came out in two days and put in a brand new one for 325. The Local Garage Door guy wanted almost $5,000. American Home Shield is almost impossible to talk to. When I was calling and complaining about this service guy they sent out, most of the time, I could barely understand the person I was talking to.

I’m a widow so I’ve used American Home Shield’s service for many years because I’m always worried about something happening around the house that I can’t handle. But sometimes, I find myself just calling even if the service call to get somebody out there costs me $125 each time. Sometimes, it's cheaper for me to call someone else to come take care of it, and it's usually less than that amount. So I avoid using AHS unless I absolutely have to. But I know that it's there when I do need it. I pay every month forever and I shouldn't have to do that, but that's the way it works. The price is reasonable for at least a little peace of mind.

The company that I called out showed me pictures of my condenser units in my exchangers were all rusted out so I got a quote from them. Had them put them in over the weekend. American home shield says since I didn’t call them they will not cover anything because I was insured for up to 5000 per each unit which I have two of. After calling them I found out that no they will not reimburse me. They will not give me any money. Didn’t care so I canceled my plan. Worst company I’ve ever dealt with. They say what they gotta say to get you to sign into their plan and then they don’t follow through. Do Not Use this service.

When I requested proof of the contractor’s insurance, licensing, and business registration, AHS was unable to provide it. I also attempted to verify the legitimacy of this contractor and could not find any credible business records, reviews, or registration under that name. During the claims process, we escalated the issue and included AHS executives in our communications. Despite this, no meaningful investigation was conducted. AHS refused to repair or replace the damage caused by their assigned contractor. As a result, we were forced to replace the refrigerator due to the extent of the damage, resulting in unexpected financial loss. This situation also raises serious concerns about customer safety. Allowing contractors who may not be properly vetted or verified into customers’ homes creates unnecessary risk and reflects poorly on AHS’s responsibility toward consumer protection. Based on my experience, I cannot recommend AHS.

I called American Home Shield and said, "Hey, the fridge is working now. Can I get a second opinion?" They sent somebody out here, and the technician saw that it was working. I told American Home Shield that I just wanted to document that it is working intermittently, so they won't say the issue is pre-existing. I documented that phone call with a supervisor that my refrigerator was working, and the second technician documented that it was working but he said that something had been fixed incorrectly in the past.

Two weeks later, it started losing coolness again. So, I called American Home Shield, and they sent another technician out, and they said, "Yeah. I don't think this is gonna work. It's just a recurring problem. You have a gas leak.” So, American Home Shield said they were gonna deny my claim. I asked them why because on page 9, Section M, it states on there that if it's a pre-existing exclusion of something that I did not know about and that it was not reasonably detected, it's covered. I didn't know about it because it's working intermittently, and the proof is a second technician seen it working and outside of plugging in the refrigerator and it cooling, there's nothing else in my knowledge that I know what to do to detect a gas leak. Even the technician that was here said there's no way you would have known as a customer to detect a gas leak. There's special equipment for that.

So, that was what I argued with American Home Shield, and they said it was too late because they already made a decision. I told them if they're wrongfully denying my claim, there should be a protocol to overturn that decision and reconsider it, considering our discussion, especially section M of page 9, and then there's a page 2 that says specifically that if it's pre-existing and it's not known to me, even if the work was done incorrectly prior to me that it's covered. American Home Shield just flat out denied me, and the lady even hung up on me. The problem is that all these calls are being forwarded to the Philippines where there's a language barrier there. They just tell me, "It's pre-existing, sir. You're not covered." I'm not arguing that it's pre-existing. What I am arguing about is the clause and the contract that says that if it's unknown to me, and if it's not reasonably detected, it's a covered item. I'm going in circles.

I'm very frustrated and we don't have a refrigerator. We're living out of an ice chest right now. We're working on four weeks now. American Home Shield is not honoring their contract. There was a pump and a heater, and that looked obviously like it was broken down. I never tested it. That's my responsibility. That thing never worked, but this refrigerator that's working off and on should absolutely be covered.

The AC went out in March, and AHS sent someone out there to check on it for possible repair. Once they did that, they just closed the case. I called and said, “I haven't got a answer of what's going on.” They said, “We thought he fixed it.” I said, “No, it's still not working. Nobody fixed anything.” But in order for him to fix it, they would have to give him the okay to fix it. I don't know why they thought he fixed it when nobody gave him the okay to repair anything.

After talking to someone about that, I found out that they never even had the letter for the repair. They didn't even know what he would need to repair, because he never turned in the documents. It has been going on like that. Every time I called, I would speak to different people, but nobody knows what the plan is. I finally called back, and they had someone speak to me, and they said that they would call me back. Today's Monday. So, tomorrow, someone should call me back and lett me know if they will do any repairs, what the repairs will be, or if they will have to replace it, which the gentleman already told me that the thing was kaput. But I’ll see what goes on tomorrow when they call me. It has been over a month that I haven't had a lot of conversation on that matter.

My claim had been opened and closed twice, and I don't understand how it was opened and closed and opened and closed. I'm still at the same spot as I was on the 24th of March. I still don't have a answer. I've been dealing with them for a while, and this is the first time I've tried to use them for an issue, because I just do a lot of things myself. It's quicker. But with this, I hoped it would be a smoother operation or communication. It just might be one in a million.

If I was a family with kids and little ones, and the weather wasn't holding up, it was 100 degrees, I may be upset. If I wouldn't have called, nobody would have called me back. It was March. I waited until the 9th. I called somebody, and they said, “Your case was closed. Everything's working.” I said, “No. I'm in the house. Nothing's working. It's the same.” They said, “We're going to reopen your case.” That was on the ninth of April, and we're still nowhere. The whole month of April is passing, and this is going to be May. They just closed the case, and it was done. You can't just close a case, and you have no feedback, you didn't check the service. Right now, it's terrible, but it may get better.

I talk to many people. People were saying things, giving me answers, and I knew they didn't have the answer. Don't give me something just to wet the cereal. I had more information than they had because I had contacted the people who came out to repair. So, they've been telling me stuff that I knew wasn't accurate, and they knew it wasn't accurate. They were trying to appease me, but I don't want to be appeased.

I had American Home Shield for seven years and every time I've called them for a problem, they always find some reason not to cover it. And you have to pay $100 just to get someone out. Then, it takes a couple of days for them to even come out. So it’s inefficient for the amount of money that I pay monthly, plus the callout fee. I have a new home warranty system now to cover the things I need, and they don't charge a callout fee and it's way less money a month.