American Home Shield Reviews

The technician that the first plumbing company sent out didn't know what he was doing. He had to leave the problem unfixed to submit a request to get the part he needed. It was very unclear about what was needed to get this done. He told us he needed to order this part but he didn't know what the part was. That was a mess. We found out after the fact that he had only been on the job for 30 days. It broke again after he came back the second time to fix it. That was our battle with American Home Shield and with the plumbing company itself. American Home Shield also lied to us. The people we talked to said that they were trying to call the plumbing company to find out. It happened two or three times. They said every time they called, nobody answered. As soon as we hung up with American Home Shield, we called the plumbing company and they said nobody has called them.

We had an HVAC issue that we had to have checked. The company that American Home Shield sent out for that was a good company. Financially, we got a great deal. But it was frustrating because we had no heating or air, except for emergency heat, for almost a month. With American Home Shield, there are too many ifs and ands, and if you don't understand their approval process as far as what gets fixed, you lose out. We also don't appreciate that the only way to get in touch with them is through their call centers overseas. You can't get ahold of anybody. We're gonna call American Home Shield and cancel them.

I called the contractor myself after the prepayment was made. And I was notified of who the contractor would be. I have no issues with the contractor. The issue I have is with American Home Shield not having a pre-verification step that tells you, “If you make the payment and you make the claim, this is the turnaround time you're looking for the contractor coming up.” It's not their fault. This is something American Home Shield should have in their navigation area before you make the payment.

It's the same with American Home Shield. I've been with them for nine years now and I have about 18 contracts with them. That's a big number but they take things for granted. So, I'm planning to cancel my contracts with American Home Shield and move somewhere else. I give them my business and I paid them hundreds and thousands of dollars since I joined them. But they are an insurance company and I don't need them all the time for all my property. Once in a while, when I need them, the vendors they send out are not very good. I don't know if there is a disconnect between the vendor or the American Home Shield, but some vendors say that American Home Shield doesn't pay them well. So they put the customers for American Home Shield at a very low priority.

American Home Shield, on the other hand, say that they will try to take good care of me, but it never happens. Anytime I have a service call, it takes me more than a week or 10 days to get anything fixed or addressed. They say that they'll send something in 24 to 48 hours, but that doesn't happen. Even if someone comes in 24 to 48 hours, they just don't close the loop. When the vendor comes, they do something on the property, then they go back, and I have no idea what happened.

Also, anytime I'd talk to American Home Shield about something they denied, they'd say that this is the exclusion criteria, they don't cover that, and that such things are in the contract. But why am I paying them everything when they want to deny everything. Their price is expensive and on top of it, they have this electronics plan and this and that plan. They just bundle everything up. In the last 10 years, I have paid over $150,000 but the value I got back was barely anything. And that's one of the reasons I'm thinking about canceling all the 18 contracts I have with them.

The other issue that I had faced was, when I talked to them about renewal, they said not to worry and that they'd give me a discount. But it didn't happen that way. They were nice when the discount time came, but after that, they disappeared. I have called their managers multiple times and I've sent out an email. They said they would look into this matter and would get back to me in the next 24 hours. But that never happened. All in all, I've been a loyal customer who's still trying to be with them, but at the end, they just don't value it.

I have been trying to get my dishwasher installed for several weeks now. They force me to pay and pay and pay for service calls, and they know that they need to replace the dishwasher or appliance. But once you've paid for the appliance, they will then say, "Okay. Well, you can get a new one." But the customer service at AHS is terrible. I've called 15 times in the last four months, and I have a dishwasher sitting in my kitchen that is not installed and I cannot use, and AHS has not prioritized me as a customer. Some of the vendors that recently have been assigned to my case have not shown up for appointments, have been very rude and hung up on me. AHS did not used to be like this. All of a sudden, it has gotten bad, and no one seems to be prioritizing my request.

The contractor hung up on me last week because they couldn't find parking. I'm sorry that my home is not in a neighborhood where millionaires live. But at the same time, I'm paying for the service. I expect to be treated fairly and not like my business doesn't matter. It has been going on four months, and I still have no resolution. I'm frustrated with this experience. It doesn't feel like AHS is prioritizing me as a customer. My dishwasher is still sitting on my kitchen floor. I would like my money back that I've been paying for the last six months because I'm not getting any resolution. They continue to take my money, but do not provide any service. I started off paying under $100. In six years that I've been a customer, the charges have gone up 50%, and the service has gone down. I'm planning to switch to a different company once my dishwasher is installed. I'm hoping to get rid of them altogether.

There were bricks in the garage too close to the sensor or whatever wire was there. Because there were bricks there, AHS said that it was not natural wear and tear so they wouldn’t cover it. But the garage wasn't working before we even moved in. So, I don't know what happened. But I figured warranties really don't cover anything. I had a different company before AHS, and they didn't cover anything either. So, I'm not surprised.

I called American Home Shield back on Saturday to get another tech out because the refrigerator wasn't working. They said they would send out Chuck’s Appliance. I had to contact them and they were awesome. Their rep said they were sorry, they've been busy, but I was on their list to call. I told her the situation and the techs came out immediately. She cleared their schedule and they came out within a day after they called me. They told me what was wrong with it, then American Home Shield called me and said they were going to have a second opinion because they didn't agree with the tech's report. I asked them why were they sending somebody else out when it has already taken two weeks at that point. It was crazy. I argued with people on the phone and they hung up on me.

After that, I got a call from a lady with the dispatch, and I told her what was going on. She said they were going to have Sears come out to look at it. But I asked them why they were going to go back to Sears when they didn't even come out the initial time. I also told them that when I talked to Chuck's Appliance, they said what happens with American Home Shield normally is that they will get another opinion. They're going to look around for a week or two, and they're not going to find anyone to come out, then they're going to call Chuck's Appliance and go with their initial finding. So, I asked if we could skip that process and American Home Shield said yes. They went ahead and had Chuck’s come out again, and they re-evaluated it.

When they came up with the same thing, American Home Shield said something about my refrigerator leaking Freon. So, it's going to be a six-week ordeal for the techs to fix that, if that's what they go with, and they said that the cost is more expensive to fix it than to replace it. The lady that I spoke with at Chuck’s Appliance said that they'd let American Home Shield know. But the techs came out last Thursday, and I haven't heard anything since then. Every time I call American Home Shield, they'd tell me that there was nothing they could do. They said that my claim is in progress and that they have a ticket going. They apologized for the inconvenience, but they said they were waiting for something. So it's just kind of a runaround every time I call. And I get an overseas place, somewhere in Asia, so they've been zero out to me.

All in all, I would tell others not to get American Home Shield because when it comes down to getting service, they don't provide the service that they promised. I was promised that I would have somebody come out within 48 hours, or contact me at least within 48 hours, but that didn't happen. And now, we're going on a month that I've been going through this refrigerator claim. I'm about to go buy myself my own refrigerator because I need a working one. So, I would tell people to put their own money aside instead of paying a company to do it, because they don't follow through with what they said.

They fixed the water heater quickly, but I was very disappointed because it was just installed two years earlier, and reinforced that their vendors did crappy work. After almost a month of calling and fighting with AHS and their vendor, they finally sent over a report, but only gave me the same three quotes they previously provided. I spoke with their team again and they told me they do not approve other vendors and would not give me any reimbursement. They're a scam and their vendors do terrible work and are very unprofessional, go with someone else, maybe, but almost all the vendors I talked to said home warranty companies are all kind of scams. Best of luck out there, homeowners.

As a real estate professional, I know this is a routine request that is handled regularly and efficiently by other companies. I asked to speak with a supervisor and was left on hold for over 30 minutes without resolution. At that point, I ended the call due to the lack of support and efficiency. Out of frustration, I contacted another provider, Choice Home Warranty, and the same request was completed in under five minutes.

Communication throughout the process was also difficult, as it was challenging to clearly understand the representatives, which made an already simple task unnecessarily complicated. To make matters worse, after initiating the policy, I then had to go through the hassle of canceling it. During the cancellation process, the company suddenly became capable of addressing my needs—something they were unable to do from the beginning. Based on this experience, I cannot recommend American Home Shield. The lack of efficiency, poor communication, and inability to handle a standard, time-sensitive request made this a frustrating and avoidable experience.

The first time, the techs said it wasn't normal wear and tear. I contacted them, and I said, "No, checked it out." They came back out and they said, "Yeah." Then they ordered parts for it, a new latch. But that didn't fix the problem. So, they were trying to find the door. The tech told me, "That's a hard part to get because it's so old." So I was waiting to hear about the order of the door.

Next thing I know, I looked under the claim and it said that it was closed. I said, "What do you mean it's closed? They're supposed to be ordering parts." They said, "Oh, no. The technician reported that it was damaged." I said, "No, there's no physical damage to it."

That's why Accord is coming out now to take another look at it. And they've already worked on it. They've replaced parts on it, and then they just abandoned it. So I found that a little bit odd.

I've been denied by AHS before. But sometimes, I just call them back, and I say, "No, here's the situation. Here's my proof," then it gets approved. But for this, after they've already worked on it, and said, "It's damaged. So we're not gonna fix it now." And right in the middle of it, they were like, "I don't like the way this looks. So, I'm not gonna finish it." What they did was open up a new one. Because they're not gonna reopen that one because then it'll show it's not a first-time repair. But in the end, I don't care as long as I get the repair done, and that's where I'm at right now. I generally don't have a lot of issues with AHS. But when I do, I have an idea of how to handle them now. 'Cause I don't give up. I'm paying them for service. It's not like it's charity.

On the other property, I called for the refrigerator because it made noise. They said the wine cooler wasn't covered. But the the ice maker makes a noise. The contractor replaced something, but the guy said it makes noise because it's too old. It doesn't make sense." Both properties are the same. They replaced some parts and I still have the same problem. I'm considering cancelling the warranty because there is no point. I'm going to cancel this week.

The AC person who came out and looked at our units said it’s dirty coils. But in his report, he wrote that there were missing parts, meaning there wasn't an air filter or a place for an air filter. American Home Shield denied the service call because of missing parts. We called someone with our own money after paying American Home Shield $100 for that service call. He came out and found out the filter is located inside. There are no missing parts. We paid him out of our pocket to clean the coils and do the service that needed to be done in order for the AC to become effective.

My wife and I were extremely unimpressed with American Home Shield. It's not a service that's interested in providing the product that it claims to sell its customers. It gives you a false sense that there's somebody there in case you need service or repair, that they're there to help with those expenses, which they are not. I will never use any of their services or products again. We've called several times and we explained all that. My wife spent about two hours on the phone, trying to talk with service members with American Home Shield. They were trying to explain why those services wouldn't be covered. I don't know what services are covered. Why do they charge you $100 to make the call then deny services that you need?

Anyone that I visit with regarding this issue, I will highly recommend that they don't use that company's services. As soon as there was a problem, someone could have reached out and resolved the problem, but no one did that. The AC technician wasn't interested. He wrote down in his report what he knew he needed to write so that the service would be declined and, therefore, hoping that we would just pay him. He would make more money charging us to do the service than whatever American Home Shield would have paid with their agreement that they have with their vendors. Our policy expires in the fall but even if we have anything else go wrong, we're not gonna call. We'd rather pay out of our own pocket than deal with people that we're convinced are con artists. We won’t pay American Home Shield to deny service.

I've been with this service for about a year and a half and I like that they come out. If you don't have the full payment, you can pay in installments, which is a great thing for me. They do remind me of my bills. Whenever I have something going wrong, they always send somebody out within 24 to 48 hours and I always get the issue resolved. They come out in a timely manner. Anything that needs to be done, you always can reach someone on the phone. American Home Shield has great customer service. I'm very appreciative of them. They are very professional. I haven't had any problems with them since I've been with them for a year and a half. My bill is always reasonable. It doesn't go up and down. There are no unexpected changes at all and I love it.

Then, two weeks later, it took three weeks to get a garbage disposal put in. That was ridiculous. The last time that happened was about eight years ago, the guy showed up with his piece of equipment, he inspected the old one, and then he realized that one didn't work and he put the same piece of equipment back in. So it was good, eight years ago. It seems like things are going down the toilet here. We're starting to shop for a different policy because they're not as good as they used to be 10 years ago.

I have American Home Shield since February. I also had it a long time ago when it was only $400 a year. Now, it's $90 a month and I decided to try it again just to have some more protection because stuff always breaks in the house. But I probably should have tried somebody else. I had the worst experience ever. I haven' had time to call them about it but I'm shocked that they didn't send anybody who could fix my problem.

I told them before that I'm ready to drop them. I should be looking for other entities, ‘cause it hasn't been a positive experience. They have nice commercials, but I haven't seen it fulfilled in my situation.

Big Ten Appliances came out for my washer. They did put a part on it, but I told them that's not what was needed for what was going on with it. Subsequently, AHS contacted Sears and Sears has been coming out.

I've never been satisfied with American Home Shield. It's something to just get taken care of immediately, but it's never satisfactory. It's never fixed to the original capacity like before. Even with this washing machine right now, if they just listened to me, they would have put on the right parts, then Sears would not have to come out.

Aside from this claim, I also had one for my washer. In both situations, everything moved quickly and when I was communicating with the replacement people, they were very open and knowledgeable about the different appliances. They gave me the models and we discussed those models. That helped me decide based on what American Home Shield had to offer.

Overall, American Home Shield is a good company and I have not had any bad experiences with them. Their customer service is always on point with me and it's very easy work with them. Even some with language barriers, they have been okay and the have been communicating well. I would recommend them to anyone. They cover anything and the price is not high. Anytime I call out, they always come out, assist, and let me know any problems. I also feel like I never really have to come out of pocket as much and I like that. With my refrigerator claim, I had an additional expense since I decided to upgrade with the appliance, but other than that, American Home Shield allows me to be able to not come out of my pocket all the time whenever an appliance goes out. In my house, most of the appliances that went out were the ones in my kitchen, and I had to get the majority of those replaced.

Another tech came for my washing machine. I was out of a washing machine for a month, which was quite challenging, but it was okay. Then, when the guy came in, got the part, he said, “This is not what's wrong with this washing machine.” In the past, AHS has been pretty good. But if they say they’ll come in the house, fix it, and if it can't be fixed, just tell me, “Okay, this ain't gonna work.”

I called AHS back, and they thought, “We'll get them to come back out and look.” But a couple days went by. I even tried to call Affordable Plumbing. Nobody answered. A couple days went by and I have not heard anything, so I called AHS back, and they said they canceled the repair order to it, because the plumber said that the caulking] was done wrong. The tech said a bunch of stuff that he didn't tell me.

I was on the phone AHS, talking to the young lady on the phone. I said, “That ain't what he told me.” We went back and forth a bit, not arguing. I tried to explain myself. That was when I asked her, “If it was the caulking, why am I calling y'all back? I know y'all don't do the caulking. But he would have told me that, and he just did what you just did just now. Can I send another plumbing coming out to my house?” That's what they did. I said, “I paid $200 already. Can y'all send somebody else out to the house? I've been with y'all for 11 years. Can you talk to your other manager and see if they can bring somebody else out? If the next plumber comes and says it's the caulking, y'all got my account number and everything, just take the $100 out. But come look at it first.” That's what they did.

The contractor came out, and did an awesome job. The young man was awesome. He looked over the shower, looked with his light, and we let the water run. I kept telling him we had the same problem eight years ago, and it was in the ceiling downstairs. He had to end up cutting a hole in the ceiling, because it's a trap pipe right there. As soon as he cut a little piece out of the ceiling, water started coming out. Come to find out, that's what the problem was. It was the drain when we had the repair done eight years ago. I get from what this plumber telling me, that they didn't do a good job of filling in. They did a quick fix on it. He took the drain back out. He did everything where it was supposed to been done because he called AHS and they approved everything.

This is when AHS blew me away. Last time I had this work done, I was responsible for the cosmetic part of it, getting the sheetrock and all that good stuff done. I got the sheetrock done Friday. Thursday passed. That caught me off guard. I did not expect that. The overview and the estimate is still in process so I don't know if they will send somebody out to finish it as they complete the job. I will give it another day or two, then I'll call to see. But I was surprised that they even did that much. That made me feel a lot better. Awesome experience.

Draingo tells my husband that it will cost almost $900 out of pocket to install a new water heater. I called them to ask why. They said the valve, gas line, and pan needed to be replaced. I advised that I’d checked those and were not damaged. The only thing that needed to be replaced is the water heater. The woman said “it’s the law.” The woman from Draingo then told my husband the additional fees can be financed. My husband agrees to finance. They then called back and said he couldn’t finance.

Earlier this week I called AHS because we hadn’t heard from them. I advised that installation fees should be a part of the fees they pay, since the water heater went bad, but the other items were fine. I also advised that we have to boil water, and my husband has to carry these pots. This has been happening now for 5 weeks! During the call. I found out that the finance offer was not AHS, but Draingo. The rep said that we should get @ $747 credited to the account, and they will send an email when it’s done, which will advise us of the remaining amount we needed to pay.

We received an email with a copy of the policy… and nothing more. I called AHS back yesterday, and I asked for a supervisor, and the rep said I’d have to wait for a call back. I explained the details of our issue, and advised that we were just talking to another rep Tuesday, who said we’d get credit. She put me on hold and finally came back to the phone & said she couldn’t help us because we agreed to the price from Draingo! No we didn’t.

We still don’t have a new water heater. I requested that they drop off the water heater, because we can’t continue any longer under these circumstances. The rep said she couldn’t help me because Draingo already bought the water heater. I asked her to tell them to take it back and get the refund. Either way, I paid for a service and it all feels like a scam. They have yet to produce a water heater and the AHS lead over talked me and hung up on me! I still don’t have the replacement for my water heater! This is ridiculous.

When I had an air conditioning problem, they said they were not going to fix it because of this and that, and that it was gonna take this extra to bring it up to code. I get that that's in the policy, but it seems that every time there's something, they're trying to not honor or pay. I'd tell others not to expect full coverage with American Home Shield, and I knew that when I bought it for this home. There are pros and cons, but I think it's still worth it.

American Home Shield could not step in and have another appliance repair company go out to fix it. I called them and told them the importance of it. The rep said they would escalate the issue but they never did. I asked the guy with Sears why they kept ordering parts. At that point, the parts that they were ordering were costing more than a new refrigerator and American Home Shield was probably paying them more than a new refrigerator would cost. He said they had to keep on trying parts.

I've tried to talk my husband into canceling American Home Shield because every time I have to file a claim, it is a headache. They cover stuff, but it's almost not worth it. It takes at least a month to get anything fixed. It's ridiculous and I pay a lot of money every month for the policy. I hate them. Also, you cannot speak to anybody in the US. The reps act like they can understand you, but they cannot.

But that is not indicative to my experience with American Home Shield since their contractors are not the same. I still have not gotten my upstairs furnace fixed all winter long. Now, it's spring and I'm not getting called back. It's been over three months and I still have no heat upstairs. Fortunately, we have a fireplace that provides heat so the heat goes up. Also, American Home Shield doesn't have good contractors who work with heat and air conditioning in this area. I have them for a rental property in Blacksburg and the person that they have contracted with there responds right away. But here, I have complained about the contractors and have asked to be released. I have requested them to let me just get my own contractor because the ones they assigned to me have not been responsive on that end. At some point, I was getting ready to cancel the contract and they reduced my price some.

If you decide to cancel your service, I strongly recommend requesting written confirmation. They did not cancel my account right away and continued billing me, which I am now disputing. Overall, the lack of coverage transparency and the poor customer service experience led me to cancel. I would advise anyone considering this service to read the fine print carefully and stay on top of your billing.

So, I found someone and they contacted American Home Shield. They went through the steps, and it came down to where I paid them $1,200, then American Home Shield was going to pay me back. That took a month for me to get my money back. They did resolve it, but it took a long time and through it all, I was calling and emailing them. I probably emailed them 10 times just to try to get my money back and I might have to do the same thing for this $180 for the roof siding claim.

The second claim was for my washing machine and the guy who came was good and professional. I've been with American Home Shield for a little while and usually, if I do a claim, the provider that's coming to do the work calls and tells me when he's coming out. He also asks if that schedule will work for me. But now, if I do a claim over the phone, they'll tell me that somebody will reach out to me from this company the next day. They would already schedule the time and no one would tell me anything. The techs would just pop up at my house and I'd be at work, so I'd have to reschedule.

That was what happened with my recent washing machine claim. When the guy came out, I wasn't there. But I have the Ring camera, so I’ve seen that he was there. He asked if I knew that he was coming that day and I told him that no one reached out to me about it. I had to call back with American Home Shield and reschedule. The guy is coming back on Tuesday because the washing machine needs some parts. Overall, American Home Shield provides a good service and I recommend them all the time to all my friends. I had two bad experiences, but with everything else, I have no complaints and given a chance, I would choose to go with them again.

I requested a second opinion to come out after convincing American Home Shield that the hydrostatic test was covered under the home warranty contract because it clearly is. The second contractor confirmed the presence of the leak and then, to pinpoint the issue, he needed to remove two toilets and perform a balloon test, which is a normal plumbing test, but AHS denied that as well. The letter that I received from them most recently cited the access limit clause, which talks about accessing covered items through drywall or concrete. It doesn't say that they won't. It says there's a $1,000 cap on the access, and they're saying that since the diagnostic testing was over $1,000, which was quoted by their own contractor, they would not cover it. Nothing has been repaired and they won’t even let the contractor look to find the source of the leak.

Submitting a claim is easy through the app, website, or by phone. The plumber that American Home Shield sent was great and did everything right, but the issue has been with them. I've had home warranties on this house and my previous house in another state and I've used American Home Shield for both properties. The only reason I keep going back to them is that the cost is much less than that of other home warranty companies, but I'm getting what I pay for. I've just gotten good at convincing them to properly apply their own contract, which they don't like to do.

This isn't the first time this has happened and American Home Shield knows full well where I stand on this. But they routinely misapply their own contract to try and deny claims, especially if they're expensive. Their first response to any claim is to find any reason they can to deny it, which is annoying. They make it very difficult to dispute anything officially. As far as getting things covered, they're probably one of the most difficult home warranty companies to work with.

The guy called and came out that day but he didn’t fix the issue. We thought at first that the outlets were working, but shortly after he left, it started clicking off again. He said it might be our light bulb and the fixture, which was fine. It was just one light bulb that was starting to go out. It was flickering. I let them know that the problem wasn't resolved and we needed to have them back out again, and it took another week or two before we heard anything back. They set me up again for another Saturday from 1:00 to 4:00, and we sat there all day, and no one showed up again. I left a nasty message with the company, Mr. Fix It, and with American Home Shield, and said that it's ridiculous that we had put the claim in over a month ago, and we're still sitting with the same problem, and we're still paying them.

At 6:30 that night, a guy called from Mr. Fix It, and said that they put some other guy on our order but he wanted to keep the order, and asked if he could come the next day, which was a Sunday. I said no and that we were not going to do another day of this. He said he was going out with friends but asked if we wanted him to come that night. I said yes and he came. He replaced the outlet and looked at our electric panel, which he hadn’t done before. He tightened everything up, and we haven't had a problem since.

My son has American Home Shield, and he likes it, which is why we got it in the first place. Our home is relatively new and he said it would be a good idea. This was our first claim with American Home Shield and the timing could be improved. Getting reliable contractors would help a lot, too. The coverage would be excellent if the service were available when you needed it.

American Home Shield denied my claim to replace the dishwasher because the dishwasher was not hooked up when the service technician came out to do the repair for the dishwasher. The kitchen and basement were in the process of drying out. I had fans in my house. I tried to explain to them it was the third time this dishwasher has failed. It's almost like driving your car with four flat tires, and the service technician is telling you, "Okay. Drive around. I want to just check to see if the tires are flat." This $200 dishwasher has now caused $25,000 of damage in my home. All because American Home Shield sent out a technician one week later. It wasn't an emergency on their part.

I've called American Home Shield and left messages. It's been two weeks but they still haven't called. It was the same thing with the refrigerator. It was very old, and it wasn't making ice. I had to shut off the water to the refrigerator because it kept making not ice cubes but sheets of ice at the bottom of my refrigerator. They said they were waiting on a part. I told them the refrigerator is 20 years old and they don't make that part anymore. It's like having a Model T Ford and you're trying to replace the alternator in a Model T Ford. You can't just run down to the auto parts store to go buy an alternator for a Model T Ford ‘cause they don't make them anymore. It took American Home Shield a year and a half to replace the refrigerator because they were waiting for the part.

One of the frustrations that I have with American Home Shield is when you call for service, that's the only human that you get on the phone. It's the service technician. I had to speak to a supervisor. I wanted to escalate my issue with the dishwasher. All he kept doing is just transfer me to a different service technician.

I've had American Home Shield for three years and they came through on other instances. I had issues going on with my stove and they had that repaired. On the second attempt to repair the stove, they replaced it. But they will be getting a call from me saying I'm getting rid of their service as of the 10th of April. I'm going with someone else. I'm at the age now to where customer service means a lot to me. If you fail customer service, you've totally failed. I don't care if I'm in a restaurant and the food was delicious, it was great, but if the service is lousy, no, I'm never coming back to that restaurant again, regardless how great the food is. I won't be going with American Home Shield.

I've always told family members that American Home Shield has done a great job for me. When I have somebody come to do work for us, they're always readily available. If I can't get them right away, American Home Shield will get somebody else right in, but they always have a qualified person to come. All in all, I have not had any bad experience with American Home Shield.

When I contacted AHS for clarification and asked for a detailed breakdown, I did not receive clear or helpful answers. Instead, I was repeatedly told that these charges were either required for code compliance or necessary to complete the installation—yet somehow still not covered under my policy. This feels extremely misleading. As a homeowner, I purchased a home warranty for peace of mind and protection from large, unexpected expenses like this. Being told that the system itself is “covered,” but that thousands of dollars in required work are not, defeats the purpose of having the warranty in the first place.

To make matters worse, the cash-in-lieu offer was just $1,198.78, which is nowhere near enough to reasonably address the issue or replace the system independently. At this point, I feel that the value of this warranty has not lived up to expectations. The lack of transparency, unclear coverage limitations, and significant out-of-pocket costs have been frustrating and disappointing. I would strongly encourage others to carefully review what is actually covered under their plan before relying on American Home Shield for major repairs.

I was due for renewal and when I called American Home Shield to have them go ahead and cancel my policy, they asked if there was anything they could do for me. I told them to give me my $125 back. They said they could do that if I renew with them. I told them I'll go with someone else and I was not going to renew with them. I felt they were blackmailing me to re-up with them again. I am not happy with them and would tell others not to go with them.

Then, I called in the day before yesterday and they said they needed to get some measurements from me for the current refrigerator I have. But I asked them why they haven't reached out to me to ask me about that because I would have never known that if I had not called them. Also, they have the serial number and everything else. But they couldn't Google and get that information. They were just sitting on it, waiting for me to tell them the measurements when I've supplied them with all the specifics from the inside of the refrigerator.

Aside from that, they want to give me something that is substandard to what I have, and that's not fair. I have a side by side Kenmore refrigerator right now with all the amenities in it and they're probably going to come back and offer me something that you would put in an apartment. I shouldn't have to do that. I shouldn't have to sacrifice what I have, or have to come out of my pocket to add to what they would offer me. I pay American Home share over 150 some dollars a month for my service plan and that doesn’t add up.

Other than that, when I submit a claim, a tech usually comes out in a couple of days. But when it's your refrigerator, a week is a really long time and this economy does not coincide with that. Back in January, I had coolers all over my house and my kitchen, trying to save as much of my food as I could save. I know that in between there were some inclement weather issues that happened, so I tried to take account for those days. But that took a long time and I ended up losing food. And since the issue was about a refrigerator, American Home Shield should compensate me for the food I lost if the repair was completed past a certain amount of time from the time that the call was placed to and when the refrigerator was operable again.

I've been with American Home Shield for at least 10 years and this is not the first time I've had a major issue with them. A couple of years ago, I had the same type of scenario with my air conditioning unit and it got to the point where the air conditioning unit needed to just be replaced. It was getting hotter and hotter because it was in the middle of the summer, and they were saying that they were only going to cover this and that. It was going to cost me so much to do the replacement with American Home Shield and they were dragging their feet. So I ended up going outside of the company and just doing it on my own because I was not getting anywhere with American Home Shield. But I should never have had to do that for the type of money that I pay them every month. For the price of their service, their claims process should at least be a smooth one.

Another concern I have is they changed the policy on deductibles. Before, if I call in and say I have three appliances that need to be serviced, I have to pay one deductible, then they would send whoever needed to come out. Now, I have to pay a separate deductible for each category. Also, because the price of the plan just keeps going up, I don't feel that the service is matching it. So, I have said on several occasions that I'm going to cancel the policy. I just haven't gotten around to it.

The tech said he wasn't coming back out. His name was Joe. He said he was not gonna come back out because we gave him a 1-star rating. I called American Home Shield twice. I waited the first time. They didn't call me back. I called American Home Shield again Monday. The people said, “You've got to give them a second chance to come back out." I said, "Okay."

Monday came, but they haven't called me. Nobody has called me. Nobody has called my wife, so we can get my washing machine repaired. We got the same 4C code that came up on the washing machine that made it stop working. And it's got the same 4C code right now three days later, after they repaired the washing machine, so the same thing happened. My washing machine is still broken right now.

I was with American Home Shield for the past two years. And the time before that, it was four years. I left them because of I had a situation. Then I went back to them. The reason I left them because I saw they were going up so high. I realized you get what you pay for. This second time, it's changed. I never had an issue like this before. I had a lot of stuff repaired with them. But this was my first time the repair people called my wife and me, and they were saying that we gave them a 1-star rating and they were not coming back out. I am very dissatisfied. I would not recommend American Home Shield.

Agents routinely provide incorrect information and, in many cases, outright mislead customers. Whether due to poor training or intentional practices, the outcome is the same—customers are left confused, frustrated, and without solutions. Every call turns into a battle just to get basic answers. AHS does NOT advocate for the homeowner. If a contractor makes an error, performs poor work, or engages in deceptive practices, AHS will not step in. If you catch a mistake or lie—from the contractor or AHS—you have NO recourse. The company is structured to protect itself, not the customer.

There is also a lack of transparency. AHS goes out of its way, on their website, to hide the identify of their executive leadership. Shame on all. Timothy **: CEO Kathy **: Chief Revenue Officer Pirasenna **: Chief Technology Officer Sales & Development Leads: Lisa **, Marty **, and Jason **. Operational Leadership: Cyndi **, Robert **, Lisa **, George **, and Jeremy **. Marketing & Experience: Chelsea **, Scott ** (SVP, Customer Experience), and Leonardo **.

I strongly advise all consumers to go to the AHS website and complete the **“Do Not Sell or Share My Personal Information”** request at the bottom of the page. I do NOT recommend AHS. I have been waiting 3 weeks for a U.S.-based supervisor callback while they delay resolving a hot water heater issue. This company is a DISGRACE. I am open to joining others pursuing further action, including a class action.

I called AHS and explained the situation and asked if he could be comped, as he is not of sound mind to be making these decisions about payments. I told them I could send them proof of sale of his home, that shows the date, and they said they don't accept documents for fear of having too much personal info on file. (?) They said they would comp him if they'd been alerted to his move earlier but they weren't. I told them he handled his own finances until recently. I didn't even know he was using AHS? This explanation did not make sense to me. They refused to comp him. Nothing like taking advantage of seniors.

In the past, there were times when I had to explain what I needed several times before the reps knew what I needed, and I’ve had one terrible experience. But this time, the response has been great. Everyone should have some kind of home warranty service and because I haven't tried the other ones, I went with American Home Shield first. I’ve been with them for several years, and it gives me peace of mind knowing that if something breaks and no one around me can fix it, I have another choice.

The only thing is, we had to keep calling this time, and that has never happened before. Anything else in our house has been fixed in a timely manner, and the contractor usually comes out within 48 hours when I place a call. I usually submit claims online but it's easier to call. I start with automated, and then I ask to speak to a representative. American Home Shield is a good company. If they are not able to fix the appliance, they replace it. So, I’m happy with that.

Typically, I submit my claims to American Home Shield either online or through the app, and it's simple. You just click on whatever things that you are submitting the claims for and then afterwards, when it gets assigned to whoever the vendor is, they charge my credit card for the service fee, and that's it. When a tech comes, we show them where the equipment is, and they tell us what they think is wrong. Then they'll tell us that they have to order the parts. It's pretty standard. As far as the price, it's fair for the coverage that we get. I’m happy with their website. Overall, American Home Shield seems like a good company to work with and they take care of their customers.

The master bath sink in the downstairs bathroom was clogged, and my son said that a cap might have been dropped in there. But when the repair guys got in, they said there was nothing and it was just normal clogged stuff. Nothing was pulled out, just buildup, similar to the tub upstairs, and we paid for that. I'm upset that we had to pay for plumbing. I'm not very happy because we paid 125 for Kyle’s Plumbing to come in and American Home Shield should have gotten good feedback on that lower sink before they said that they were gonna pay it. The repair guys told us that American Home Shield told them it wasn’t going to be covered. If we wanted anything else paid, we were going to have to pay for it.

Overall, American Home Shield is great and this is the only issue that we have had since August 27, 2021. Our AC has gone out a couple of times, and they took care of it for us. I like most that I can call them and they set up everything. I would set up a claim, and they would get a hold of us. I didn't have to research or try to find a place, and for the most part, I like that it only costs the deductible. But there should be a little bit better communication between the contractors who do it, and then before the final payment is set out.

We got an offer on the house, and I’m going to suggest American Home Shield, because I’m putting $750 toward homeowners' insurance in the contract for selling the house. Overall, American Home Shield is good. There’s a little issue, but I wish when I had the coverage, I would have upped it to the appliances. It’s one of my regrets. The customer service was great every time. When we first started, it was a $100 copay and then it went up to $125. You can’t beat that.

The coverage is good, too. They have to make money somehow, though there were a couple of times when things were denied. There was condensation from our house that wet our wall a little bit, and it wasn’t covered. They said the only type of wall repair they cover is if a technician has to open it up during a repair. That wasn’t explained clearly when I first got the coverage and I thought small wall repairs would be covered, so that was upsetting at first. It was explained later that it only applies if a technician creates the damage while doing work.

I would never have Warhold out again. They gave me a price that was ridiculous. On top of what American Home Shield was willing to pay them, they wanted to charge me some hundred dollars. I'm not the first person Warhold did this to. They did it to my sister, too, who also has American Home Shield. They tried to charge her $200 to pull her toilet so that they could clear the clog. I was there when they did that to her. I told them, "The clog is in the toilet. They called you to clear the clog because it's a home warranty issue, and you want to charge her an extra $200 to pull the toilet to clear the clog? That's fraud.”

Warhold was also talking bad about American Home Shield, saying they don't pay enough for them to come out and do the job. They also told me American Home Shield didn't cover anything, and that I have a bad home warranty, which is crazy, because American Home Shield gave me enough to buy what I needed to buy. They gave me enough to have the guy install the tank but they wanted to charge $3,000 on top of that, which to me was absurd. He also lied to me and told me that a hot water tank was $2,000 and that was just to purchase it. When I showed him a better grade of a hot water tank, and that it was only $500, he shut right up. I told him to get the hell out my house. American Home Shield gave me my checks to replace the stuff and to pay who I wanted to do it within three days. It was really quick. When I told them I didn't want Warhold doing it, they got me in and out.

I didn't like Sewer Medic's pricing structure and their way of doing things. I ended up talking with one of their operations managers and I griped at them. American Home Shield did a cash in lieu where they paid me whatever the price of a water heater, and I could do the labor myself. It worked out great. That water heater paid for about a year of coverage, so that was good. However, American Home Shield didn't give me the cost of an actual water heater. That was a bummer.

The contractor reached out to us, made sure we were available, and came here on time. We were getting a security system added to the house. So, they were able to coordinate their time based on when we had the other security folks come in. We had added smart locks and all that kind of stuff to the front door and the little sensors on the door. They were able to easily coordinate their time to shift based on a previous appointment that we had made.

This was my first time using American Home Shield, and so far, it's been an excellent program to have. I got recommended through my dad. He uses American Home Shield. He's used their services quite a bit. Everyone I've talked to who has American Home Shield has nothing but great things to say. So, I already knew that they should be the ones I go to. They got great quality service.

My claim is still pending. Active Appliance has terrible communication and terrible scheduling. I've had to have them come out on five occasions now, and each time, I got to call them to make the appointment. The last time I talked to them, the guy was like, “We were just out there. If something's not wrong with it, you're gonna have to pay the fee.” I was like, “Yo, shut up. My finances don't concern you. You come do your job.” When he came back out, something was wrong but they didn't want to do that. So, if AHS could find somebody else to work with, that'd be way better for the customers.

The contract states wear and tear is covered. So a part and labor that is covered is not being repaired and based on something their contractor claims is the problem without actually coming back out. A problem that was not mentioned when the teacher were out. That is just one recent problem. We have had a few good companies and techs on other issues.

When I questioned whether his boss would approve of the price and the sales tactics, he claimed yes and attempted to call him. I told him he had two options: he could leave the binding contract, and I would fax it to his boss myself, or he could take it with him when he left. Guess what he did/he took the contract and left. That being said, if anyone has recommendations for reputable contractors, I’m open to them. The project has already been approved through my insurance, so I have a full breakdown of costs and the funds ready to complete the work.

My son is a contractor so I had his guys come out. They removed the stuff and it wasn't the cast iron. It had to do with the fittings and they had to put it back together. The ones that my son had come and do the work was half the amount of what Active Rooter & Plumbing was going to charge me. I'm upset that American Home Shield did not take care of the issue. It cost me $1,500 and I don't understand why they did not cover it. I'm paying them this money all the time and it's the second time I've called but I've had to pay out of my pocket. I do not feel that I'm getting what I'm paying for.

First I was told February 2, then February 24th, then March 6. It's very confusing. I am the type of customer who will continue to call until I get what I need. I started my first complaint December 8, and as of March, I was still on it. I'm not going to give up. I am in customer service, and I expect companies to provide what the consumer pays for, and I expect them to provide it adequately. I would like to get my refund back.

I have a family member that has American Home Shield. They sent the same terrible contractor out to his home, and he called and told me he was having problems, and asked who they sent to me the first time. Unfortunately, it's the same people, so he’s having problems. It was comfort US Comfort Solutions. They lie. The owner told me that the technician that came out originally had a family member that died and was on leave. He answered the phone one time, and hung up on me after telling me about the dead family member, which turned out to be a lie. I turned them in to Better Business Bureau and the Missouri Attorney General.

American Home Shield is difficult to get in touch with. Also, the customer service representatives are nice but hard to understand, and I have to listen very closely and have them repeat a lot. There is a communication barrier. They're limited in what they can do. They always want to transfer me to another department, and there is no other department, but that's not their fault. That's a corporate issue. They do what they can, so I don't want to directly complain about the representatives themselves because their hands are tied.

Back when American Home Shield got started, this guy named Jay from Miami came up to Saint Petersburg, which is where I lived. I was a Century 21 agent and he came to the office and went over the program. He did a presentation for us and I was very impressed. So I helped him and I sent out information to different Century 21 offices and told them how great it was. So, I know a lot about their coverage just from working with Jay. I've had American Home Shield for many years, though I skipped two years for some reason. But I love American Home Shield. I'm going to be calling them soon about my refrigerator. I was just doing one thing at a time.

Every time I called AHS back, I get put on hold for 45 minutes. By that time, I usually have to jump into another meeting. I'm an on-the-go person. I can't afford to wait until somebody hits that line. The guy came back out again. He said, "It's blown, this, this, this and this." We said, "I don't think that we want to go with that company again. If they put something in that they weren't sure was going to work, then can we have another company?" AHS said, "Fine." They gave us another company and told us because of the wonky rating, it blew everything in the air conditioning unit. We needed a new one. We talked to AHS about it, "You sent the same guy out here again and this is what's happened." In the paperwork, it says AHS pays for anything that is over and above the normal rating. We said, "That's fine. We're going to have to get a new one."

The only thing extra that we should have paid for was the extended warranty and the new thermostat. They were to give us $300 on the whole thing, on a $14,000 of a new air conditioning model. So, we purchased it externally to AHS and were, "Okay, hand slap. We know better now." Other than that, AHS has been great with the small things.

The dryer door wouldn't close properly. You had to keep flipping it back and forth. The guy looked at it and said they were gonna have to order some parts. After he jammed the latch out from the right side, he went to the other side. There was the other latch on the left side of the door. He got that one out, but he got it out pretty bad. He made the issue worse besides making a scratch. He also told me that they don't adjust squeaks in the dryer. How could you not adjust a squeak in a dryer? A break can cause a fire, but he wouldn't do it.

I called American Home Shield and talked to somebody at customer service. There was Samantha, Claudia, Dennis, and Anna. They argue with you and tell you they haven't gotten a report from the technician yet and that they couldn't do anything about it but they could send somebody else from that company. I don't think you'd want somebody from that company if that's the type of people that they employ. I started reading on my phone and their office doesn't even exist. I've been waiting for a call back now from Anna from escalation but I haven't heard from her yet.

On Tuesday, Claudia said she'd call me back within a couple of hours. She said that she sent two emails to that company and that she would get back with me. I had a doctor's appointment so I asked who do I call in case I miss her call. When I talked to Dennis and Anna from escalation, they said they only showed that they tried to call. Anna said that when she tried to call yesterday, they said they were closed until today. I don't think most companies close during the week. Their customer service was terrible yesterday. Before Dennis sent me over to escalation, he said, "This is a matter of a you don't trust me." I said, "Are you telling me that Claudia didn't send in these emergency emails like she said?" He said that's possible. If they don't even trust their own employees, what's going on there?

The issue is the flipper on a French door. So it's been open 50,000 times and closed and that's not my fault. It's wear and tear and that's what the home warranty is supposed to cover. So Beyers did nothing. They didn't get back to me like Angelique said she would. I've never heard another word. The technician didn't even talk to me. He just stood there, looked at it, opened and closed it about eight times, and said, "Yeah, we'll see if we can order a part." That part doesn't exist because the refrigerator is older.

It's the worst experience. I escalate it, and you can't escalate it. People call you back, and they don't call you back. The appliance repair people are abysmal. I don't know how long ago Sears was out there. But Sears just sent me a text saying I have to pay for the parts or send them back. I don't have any parts. They didn't send me any parts. American Home Shield has been a disaster and awful and they've mistreated us and I don't know how they think I broke a refrigerator door.

American Home Shield had the right to come out and inspect our property before they sold me the warranty but they didn't do that. Therefore, they get the house as it is. I can't help it if the refrigerator is eight years old, and then, somebody from American Home Shield had the audacity to tell me, "Well, Bosch refrigerator should last 20 years." I said, "In whose mind does a Bosch refrigerator last 20 years?" Nobody.

When you get the customer service people on the phone, they are typically kind, empathetic, and gracious. But they don't have any authority. They've not been empowered to do anything. So whoever you're talking to on the phone, whether they speak English, whether they have dishes clattering in the background, we all put up with that because of offshore customer service. It's fine. I don't mind any of that. There's no way to escalate anything. Sometimes a supervisor will call you back, and sometimes they don't. So they've been trained to be accommodating, but they're not because they have no power. Some of the vendors that American Home Shield sends out are good and some of them are not. So it depends on who you get.

You have to advocate for yourself with American Home Shield. You have to keep pushing and you can’t just settle for what the reps tell you. You have to keep saying that it’s not good enough and that it isn’t acceptable. Considering the cost of $70 a month, about $800 a year, plus $125 out of pocket, it comes to around $925 just to have a serviceman come out, so it’s not such a bargain. But I’m glad I have the warranty.

This went on for a month, during which I had to go spend money on laundry because I didn't have a washing machine, which was really annoying. They eventually just gave me money for a new washing machine. It was a really frustrating process because that's something that could have happened very quickly. And instead, it took over a month.

The guy came, and he said, "This is the problem and we've got to order these parts." I called them to schedule the repair and they said, “The parts aren't here. We'll call you to schedule." Then, every time I called them, they'd be like, "We'll just call you back," but then they never did. It was really frustrating.

I called American Home Shield, and they said, "Let's talk to the contractor. We're gonna get back to you." It was frustrating because I was like, “The parts aren't arriving, the contractor never calls me back." Ultimately, after a month, they gave $700 for a new washing machine. If they couldn't repair it, which ended up being the case, I could've bought a new washing machine myself.

Later that day, I called American Home Shield because I had looked online and saw that my claim was partially approved. They said they were going to deny the claim and asked if I would like a second opinion. I said yes and was told I would not have to pay another $100 unless the diagnosis was the same. I waited a couple of days, and no one ever came out. On the third day, the same company contacted me again instead of a different vendor. They said they had a request to inspect my garage door. I told them they had already come out and that I was supposed to be getting a second opinion. They said they would check with the warranty company. About 30 minutes later, another representative from the same company called with the same request, and it was unclear whether they were meant to provide the second opinion or were just following up on a lead.

By the fourth day, the owner of the company called and said she wanted to discuss the technician’s visit. I explained everything to her, and she said the garage door was considered broken due to the added weight from a prior repair. I welded a bracket about a year earlier to stabilize a crack, which was not affecting anything but making it sturdy so it wouldn’t flex. In the end, no one ever came out to provide a second opinion. American Home Shield said they didn’t have other vendors in the Sacramento area that could come out and give me a second opinion. So, I canceled my policy. I was paying close to $100 a month, and the repair would have cost around $400. Instead, I had to replace the entire system, including the door, tracks, springs, and opener, through an outside vendor for $1,800. They offered to refund the initial $100 service fee and lower my monthly payment, but I declined.

Nobody else gets the same kind of treatment I do. If it wasn't a listed item on there, I get it. The guy said I need a door, which I was going to replace anyway, because I'm having new siding put on my house and new windows, and I was going to replace the garage door. However, I just had to do it sooner than I wanted to because it didn't work. All they had to do was just replace my garage opener, and we'd be fine. I would have continued as a client of theirs or a customer. But they chose not to help me. I also had a previous issue with my refrigerator where a technician installed a part, but never put the back panel back together. When I discovered it later, I was told it was too late to have them return, and I had to contact the vendor directly. That was never resolved.

The technician looked at the dishwasher, ordered a part, and put the part in. Whatever he did to my dishwasher made it to where it did not work at all. American Home Shield got to buy me a new one. This claim has been going on for about 35 days. So, I am a little upset. Other than that, American Home Shield's been great on any of my past claims. This is my worst experience.

So, I called American Home Shield again, and they said, “Well, we need to send out the technician again.” They sent out the request, and then he never showed up. My husband waited for two hours. He never showed up. I had to call him directly and say, “What's going on? My husband's still waiting.” He was like, “No, I'm not going. I contacted American Home Shield.” My husband missed an afternoon of work waiting for him.

I reached out again, and I said, “We need it replaced. It's not working. It's not going to be fixed.” They said, “No, no, no. We're not going to replace it.” I said, “Well, can I have another opinion?” We had another technician come out, and he did the same thing. He fixed what the other guy had broken, and he took it all apart. He spent a while cleaning it, he left, and it was mildly working. After that, within hours, it's completely not working at all.

I contacted American Home Shield again, explained to them that we needed a new microwave, and they contacted this other company. Last Friday, I heard from them saying that they were ordering the parts. We haven't had a microwave in three weeks. This is ridiculous that they’re trying to fix a 17-year-old microwave making us wait three weeks to have a functioning appliance. So, I told them, “Listen, I'm going to give you till Friday to fix this. Otherwise, we're going to go out and buy our own microwave and cancel American Home Shield, period.” They said, “Okay, fine. Well, hopefully, you can wait till Friday.” They talked me out of getting the cash out. They talked me into waiting, as they always do. Then, I got a notification saying that, apparently, they're going to replace it.

American Home Shield make it impossible for people to cancel. I feel really bad for their customer service reps, because generally, they're very nice people. They're all foreign, I'm guessing. They're doing their job the best they can, and they're trying to be nice, and it's not their fault. They've gotten a lot of my complaints, but they're nice people working for a really bad company. AHS has good marketing. I fell for it. It's just their service is completely pointless. Having them is definitely not worth the money. They have terrible contractors. They take forever to replace or get service. I could have just paid for the stuff myself at this point.

I've had American Home Shield here for 10 years and I've had some bad experiences with them. The last time, they didn't honor it under warranty. My toilet went out. I had a garage issue but they didn't honor that as well. The wife has been very upset. I thought of trying one more time and if they didn't honor this one, I would cancel the service. But they honored this one. However, the wife has been complaining about the price. Also, the reps have a problem with language. I’m not understanding what they're saying.

The contractor diagnosed the problem and did the first step on addressing the problem. The tech who came out was super knowledgeable and friendly. His first step fix appears to work fine. He shared with me that if this did not work, he told me what the next steps would need to be, which is correct, knowing what I know about AC systems. He had a plan and was very upfront. He had to put additional Freon in both units. We know there were small leaks in both of the coils for that unit. The question is how big the leaks were. On a very small leak, occasional recharging allows it to continue to work as it should. If it's a larger leak, what he did will not last very long, and we know what the next step is going to be on that. It's a 19-year old unit, so at some point in time, where the leak is, it will have to be replaced. But if what the tech did holds, I can nurse it through another AC season.

The only thing I could do was I waited the next day. They sent me a text the next business day because it was between a Friday or Monday. So, they sent me another text the same day that said they could come out that day. I had set up to work from home, fortunately. In essence, it seems like they get to things real quick, which is great, but it's hard to communicate back and forth with them.

I had an issue with a pool heater and the person they sent out said it was not covered. I looked it up on my policy and it was covered. So, I called them and they agreed that it was covered. Then the repairman changed his diagnosis and said the wires needed to be adjusted. But I don't know what they were talking about. You can't adjust the wire. When I asked how they were going to adjust the wire, they said that's not covered. I then asked where is that written and they said it's not written. But if it's not written that it's covered, then it's not covered. I asked for a supervisor and they sent me to a different section. They agreed with the previous person that I spoke to that, if it wasn't specifically written that it was covered, then it's not covered. So, I dropped them.

They also said that they would refund the $100 that I spent for the call, and that they could drop the cost. But I told them that if that was what they were going to do, tat they were going to come up with some bold adjusted wires, then I didn't want anything to do with them. In the end, I bought the parts and repaired the pool heater myself.

Foster closed the claim, so I called American Home Shield and reopened it because the issue hadn't been fixed. The tech had installed a new reservoir and showed me that water was flowing through the pump and into the reservoir, but it was coming out onto the floor rather than through the door where it was supposed to. I said I still didn’t have water coming out of the refrigerator and he said it might take 24 hours. I gave it 24 hours, then 48 hours, and there was still not one piece of ice. I was thoroughly disappointed. The tech took no initiative to troubleshoot the line further to make sure it was working before he left, and his explanation was very limited. I don’t want Foster to come out here again.

I started with American Home Shield in November of last year and this is my first claim with them. They offered to send someone else to clean up Foster’s mess, but I told them not to worry about it. I don’t want to go through this trouble anymore and I don’t have time to wait for that. I just bought myself a new refrigerator. But when I had another problem, American Home Shield responded to me. The tech from Urban Plumbing came out and fixed the faucet without any problem. He had to order some parts, and I didn’t like that I had to get the parts from Moen, but I got them. They came quickly and came back and repaired to my satisfaction. So they were very good. American Home Shield’s price is not much. If it was too much, I would cancel it. The initial service fee is too high at 125, though. It probably needs to be close to 75 at max.

AJ’s Appliance has been great with us. We called them out initially for the refrigerator because our ice machine has not been working. They said it was either the motherboard or the ice maker, and they wanted to start with the ice maker because it would be a cheaper option to try that first before we started checking things off for the fridge. It said it was a 2012 model. Sometimes, they're finicky, and Samsung, which is the brand that I have, they move on and don't update or keep those type of parts in stock a lot. Sometimes it's hard to find those. He replaced the ice machine and it worked. After 24 hours, it reset and started making ice, and it worked for five to seven days. After that, it stopped making ice and we were having issues because the freezer was frosted and ice melted into the pull out drawer at the bottom of our freezer. We couldn't close it.

It got so bad that it had created a half inch of ice that we had to break up with an ice cream scoop and scoop out of the bottom of the freezer and be able to close the door again. We called the contractor back out. They came out. They ran one of the tests where you can just push a button and hold a test on the ice machine maker, and it popped out a couple of cubes. The guy said, “I ran the test, I can't say that this is not working because it's making ice for me. I'm not saying that you're making anything up, but I can't put on here that, “Hey, the ice machine is not working,” because it spits out ice when I did the test. But keep an eye out to make sure the seal is good around the freezer when it closes. And if you continue to have issues, let us know. If we have to come out again, we might have to unplug the fridge and let it come through a deep thaw in order to defrost everything and figure out if there's a leak somewhere or something like that."

However, it's a bit of an older fridge, and Samsung doesn't keep all their products and parts up to date on that when they do all their appliances. The fridge made ice for a bit, but again, stopped. We have a freshener drawer in between the top portion of the fridge and the freezer, and my produce is freezing in my produce drawer now, which is frustrating. My orders are freezing to baseballs, and all of my leaf lettuce get frozen. I have to throw it out. AJ's Appliance does not have any shortcomings. The people that they've always sent out as maintenance guys to fix or replace my stuff have been very knowledgeable and explained things well. Unfortunately, sometimes you got to troubleshoot a problem before you're able to fix it.

I asked for a second opinion and we were taking steps to get that done, but it fell into some kind of hole where I’m not hearing from either company and the issue is still unresolved. The turnaround time to get someone out was about four days, and the online system is very good. But I let my American Home Shield warranty expire and I haven't renewed with them because I'm not satisfied with how this ended up.

We have American Home Shield since November 25 since we got the insurance policy at our closing on the house. So far, we're happy with their customer service and the coverage has been excellent. We've got to pay $125 each time we submit a claim. In this case, it was $125 and they fixed two shower valves. That was a better price than if I hired a tech to do it.

I have received very bad service a couple of time. The last time, my HVAC Freon ran out. The contractor came in, and without checking the HVAC system, simply filled the Freon, charged me 500 bucks and left. But after a month, I ran out of the Freon again. The other company who came the next time found that it was leak in the HVAC coil. I did not escalated to American Home Shield then. However, it's the same thing right now and I'm going to escalate it.

The cost has gone up over the years. It's been four years since I've had them, and it's gone up, but it's not a substantial difference. It's only gone up $20 a month, and I get it because the appliances aren't getting cheaper. But it's still worthwhile to have. If something breaks, it helps with those costs. It’s also easy to use. It's reliable and not a scam. I think a lot of people think those types of companies are a scam. And there might be scam companies out there or companies that always deny claims or say it's not covered. But AHS is pretty straightforward and clear about what they cover, what they don't cover. For me, it's something that is worthwhile to have as a homeowner. But not everyone agrees just because they've been with other companies that were scams or advertised something was covered, but it wasn't. As long as you read the contract and fine print, you should know what's covered and what's not.

I don’t like having several different companies working on my stuff or having people all in the house, and I don’t want the finger-pointing. Last year, I had to call about my AC unit because it was blowing out warm air. This week, I called the same people who worked on it a few years ago. They told me it would be $39 to come out, which surprised me because I was thinking maybe $100. When the guy got here, it was $260 for him to diagnose it and then another $100, so I ended up paying about $400. I could’ve just called American Home Shield. I wasn’t even thinking because I’ve never called the number, even though we’ve had it for a while. I’m still mad about the $400. All I had to pay was the co-pay. I should have stopped the guy when it went from $39 to $260. I would never do that again.

When we first moved here, the warranty came with the home. We ended up needing a brand-new AC unit and all we had to do was pay the co-pay, so it was a no-brainer. We’ve been here for a while and things do break. I pay out of pocket, but not like that. My husband can fix some things, so I don’t always need the coverage, especially for water issues, because he could have fixed that. He was just at work and has been working on it. Overall, American Home Shield is good. They get things done, even though sometimes it can be hard to explain things when calling in.

I got a $1,000 gas bill when I've been in this house for 12 years and I've never had more than a $200 gas bill. AHS said, "We warranty the work for 30 days." I wouldn't know until I needed my heat. I ate a $1,000 gas bill. They sent somebody out and I said, "You got to look at this ductwork." He looked at it. I said, "Okay." I got to wait another month to see. The second month, I got an $800 gas bill.

The problem I have with AHS is I've been telling them what this is and I've talked to the gas company. AHS said they're outside 30 days. They wouldn't contact the contractor and the contractor said, "Home Shield, we give 30 days." I wouldn't use that vendor anymore. But I've been with AHS for a lot of years and I'm disappointed that they didn't have my back to do anything about this. This was a tough winter because I got $2,000 worth of extra costs that I shouldn't have.

As far as putting in a claim, my husband usually calls, and then they automatically take the information over the phone, and then they have a person giving us a call. Their customer service are very nice on the phone. Overall, we've not had any problems with not getting things fixed correctly. As far as their price, we have our co-pay, which is 100, and that's fine. It's a lot better than buying a new dishwasher. American Home Shield is very efficient. Customer service is great. If there's an issue, we can call them, and they'll fix the issue.

The contractor dropped the ball as well, and it was more of them trying to sell me a upgraded system. It was more of their convenience trying to make more money replacing the unit. They said I didn't have to wait three weeks, that they could swap it out for me in a couple days, but it was going to be $10,000. I told them no and that I could get it replaced if I wanted to for way less than that, which I did.

I was chatting with someone from American Home Shield this morning and I said I didn't want the same company or the same guy to come. But I was told he has to be the same one. I just got a message from him that he's going to be here next week. But he's not doing the job. I need someone who can come and fix the unit because I’ve been paying American Home Shield for a long time. This is the second time in years that I’ve placed a claim. I don’t know what to do if he doesn't do the work as he should and I don't know if I can keep putting the claim. I don't know how it works.

The unit hasn't been repaired yet. The guy who came out told me that American Home Shield probably wouldn't cover what needed to be repaired. I'd have to go to an outside source, so I'm still waiting on that. Overall, the people from American Home Shield are very professional and they answer all of my questions. I feel comfortable with them.

I hope that I can take Tom Melton Plumbing and Ohio Water Jetting off my list because I'll never use them. I don't want them even for a consideration, because that's just bad business, not calling people back for two weeks with their sink stopped up and they can't use it. That's rough. I understand that there are protocols, but when I called every other day and ask what I should do, they'd say we had to wait 24 to 48 hours. So, I got to wait three more days, and when I called them again, they said we got to wait for American Home Shield to respond to an email 24 to 48 hours.

When I asked to talk to a manager, the rep said he'd shift it over to the manager and it'd take him 24 hours to get back. But they never called back, and this two to three-day window for every time you call them with a problem about a contractor is too long. At some point, I had had enough and I told my husband he had to deal with it because I was really angry and upset. I was tired of the waiting game.

The first time the contractor came out, what was initially expected, the cause of the leak, was mitigated as they instructed. However, that was not the actual cause of the leak because there was still a leak going on. They had to be called out again to come back out and they had to do more investigation beyond what they originally identified. There was a second piece to the leak. They found an additional source of the leak and it was mitigated.

Recently, their contractor fixed the air conditioning and it now works beautifully. The contractor was wonderful and polite. They went over and beyond what I figured was wrong with my air conditioner. I figured it was just going to be a day thing, but it turned out it was longer than that. This trailer is a 2006, so it's 20 years old. They found a corroded wiring outside, and they replaced that. They also replaced my thermostat.

I've had AHS service for years, and the quality of their contractors could definitely be improved. The response time that I'm getting from them has been very poor as well. I have placed many calls to American Home Shield about this issue. Sometimes, I've gotten the same response that they're going to contact the technician who came out and just see what they have to say about it. There was only one technician that they supposedly called, and I've gotten different responses every time I've called.

One guy even said to me, “It's been sent up to the department that decides what they're going to do with it.” I've had that same thing said to me now more than once, but nothing ever comes of it. And it's been months. I've also used them for years, and my monthly payment went up. And nobody notified me that they were charging more a month, and that's really bad.