American Home Shield Reviews

I told him I'm new to this area and asked if he could recommend another person. He gave me two names. I called one of them, and they came out and put this little gizmo in my air duct system. That helps. But I think I have another issue, so I spent $2,000 and I still have a smell in my house. Other than that, American Home Shield is a great company. We're on year 35 in different houses. We have two homes, so we have both of them covered. Filing the claim online this time was easy as it always is though I'm non-digital native as I'm older.

The tech who came out was very polite. He has a very quiet demeanor, and I guess that's part of his professional persona, because he came in, we exchanged greetings, and I took him to where I needed the work to be done. He listened to me. We actively engaged back and forth, and he went to work. When he was done, he explained to me what the problem was. There was some agreement about what I thought and believed to have happened, and to hear him back it up and to support what I believe. And he went on from there. He explained the part. He cleaned up behind himself. He was very professional and a very kind gentleman. He was prompt and gave me recommendations. I really liked him.

AHS is definitely dependable. You can trust that they say they're going to get to you, and the turnaround time is quick. If you call them or if you're online with them, you get an immediate response. Your request is important. It's almost like they feel like whatever your situation is, it's of urgent importance to them. They try to get you the quickest turnaround possible. If it's a weekend, they search to see if there is somebody on their list, to see if they can get somebody out. They get somebody out fast. And they're reliable.

I have been dealing with AHS for a number of years. I had them at my other property. Even when I rented it out, I had them at that home, and at this one too. I've never had a problem. They've never sent out people that were not professional, that didn't get the job done, or people that were trying to hassle me. Whoever these vendors are, they've always diagnosed the situation, not trying to get more.

That's the one thing I liked about the gentleman Mark. He said, “You're covered.” He didn't try to sell me anything. They always have good people. They have a good rapport with whoever they send out to do the work, because they've already been tried and tested. You can trust AHS. They're tried and tested. They believe that your property and whatever issue that you have are important.

I don't find American Home Shield to make good choices in the contractors they select for the jobs. I've been having experiences with them for many years. I've used them before, then I left them and then I came back to them. I just don't feel like the contractors that are under their portfolio are good options for them. My experience with them overall is mediocre at best, but it’s nice to have them.

American Home Shield has good coverage. I'm not sure what a service call would cost for a plumber or an AC guy to come out and fix something if I didn't have American Home Shield but what I like about them is I pay the service fee no matter what the issue is like the claim I had right before Old Glory. It was a gas stove but other things fell in that category, so I got my refrigerator, my washer, and that fixed for one service fee. You can get several things done at one time if they all fall into that group.

The first person I got to at American Home Shield was cool, but the second person was horrible. There's a certain way she could have said it like if it's the same issue, if it just needs to be cleaned, then they might charge me again. I'm a supervisor at a call center and I deal with call center people all the time. I wasn't yelling or being rude. I was just asking for them to come out and check it the right way. But she kept saying, "No, if they put the same thing, you're gonna be charged again." She kept pushing that. I was upset about it and thought American Home Shield was a waste of money.

They ended up sending the Everest people but it cost me almost $500 till I got them to come out and replace the stuff. They were able to get it taken care of and covered it the second time but the issue is not fixed, so I need to call them back. The rooms that I'm upset about are still not getting air the way they should be. The money that I had paid initially was 600 and change plus the $400, but it's still not fixed. I'm pretty sure I'm gonna have an issue when I call American Home Shield back. This is my and my wife's first home, and that experience was horrible.

AHS sent another company out, and the gentleman came. He had a nasty attitude. He didn't look at the things properly. He fixed the stove, but never moved the refrigerator to assess it, and he just sent his claim in, which led to me having to go through another long process and reported him because he came back at my house, because he said he purposely left his laptop at my house so I could sign. He came back banging on my door at nine o'clock at night, which is very scary and intimidating. I asked AHS's rep to not send anyone from that company to my house again. I filed a complaint with that company.

By the tech not properly assessing my refrigerator, which was clearly not working, AHS sent another company out, and they said that they put Freon in it but it was something else that they needed, and they said, “We can't do it.” AHS sent another company out who assessed the refrigerator and said, “You do need a new refrigerator.” So, the prior company never sent in their notes. I'm in the process of getting a new refrigerator and washing machine.

The plumbing started in December, and some guy came out. But then he never followed up, never came back. He said he would put in a claim with them. AHS said the claim is still open. I said, “Okay, so what are they gonna do?” Finally, the tech came out December 5th. This is March. I still have an issue. AHS said, “You want us to call them back?” I said, “No.” So they sent somebody else, and the guy said, “It's probably not going to be covered.” They said I could pay him myself out-of-pocket.

They also did a virtual video thing. The guy said, “Oh, yeah, that looks like an issue … but I don't know what your plan has.” I said I have the premium one. I said, “Okay. But why did I pay 150 for the guy to come out? Then AHS is sending somebody else out, then now I gotta pay again?” I'm not happy.

But I ended up with 12 days or so without a water heater. I was on the phone with American Home Shield every day for at least four days and I spent three hours on the phone with them every single time. Also, I had to pay $1,000 extra because American Home Shield did not cover a couple of modifications that were needed. And the modifications were a couple of little tools that probably cost $50 at Home Depot. I've got two homes and I pay more than $100 to American Home Shield on one of them. And when I found out that I had to buy parts, I really got very upset. Unless they cover for the whole service, they're really a company that I'm not happy with. All in all, the people who answered the phone were nice but the people responsible of the parts took forever. The vendor who came out there were okay and they were calling me every day apologizing for American Home Shield.

I've severed my relationship with American Home Shield. I had three policies with them, and they were decent for a year or two, but they don't have a procedure for emergency. They want to decide and determine what an emergency is for me. I had an emergency situation on one of the properties, but they still fell right back into the policy. They have no flexibility in the procedure. The techs and representative that they had were focusing on the policy, and they weren't authorized to do anything. I tried to get beyond them and get to somebody that could at least listen and evaluate what I said. But they couldn't rewrite the policy. They want to save their jobs so I understood that.

I'm used to customer satisfaction and we had guidelines that we were to change the policy if it didn't serve the customer, ‘cause the customer was first, and we were tasked with rendering exceptional customer service. But at American Home Shield, they were like robots. They could actually put AI there, and AI could have done the same thing, because it's not going to make any decisions at all and not going to consider anything. When I tried to explain it to them that it was an emergency, there was resistance.

I got a rental property in Colorado where the weather can change, and you can get a lot of snow. My tenant called me and said they didn't have any heat. The furnace was not working. That didn't surprise me because the furnace was 44 years old. I called a technician that I know to go out and fix the furnace. He called me back and said they couldn't get parts for the furnace anymore. It had to be replaced. I filed a claim with American Home Shield and had to pay $125 for their tech to go out. That was on the 5th of March. My tech had told me that there was going to be a blizzard that night. I was trying to get the furnace replaced before that blizzard came in.

When I filed a claim, I contacted the tech sent by American Home Shield. He said he could be out in 24 to 48 hours. When their tech told me that 24 to 48 hours, I called American Home Shield and explained it was an emergency and if they could transfer that ticket to my tech? They both are certified and registered in the state. If they could transfer that work to my tech so that it gets done, and they could move from there.

When they said that they were going to escalate it, I waited an hour or two, but I didn't hear anything. I canceled the contract with their tech that they had assigned, and I called my tech and told him to go ahead and install that furnace. That night, there was a blizzard so had it been the next day, the tech couldn't have got around on the 6th because of too much snow. Their contract that it takes 24 to 48 hours has been sufficient for most part, on certain things, but what do you do in emergency? When it becomes emergency, everything changes, but nothing changes with American Home Shield in doing an emergency.

However, it wasn't intuitive when I called for that option, so I ended up in the automated system and initially was assigned to a contractor I did not want. I called back and I was able to maneuver through the choices and talk to someone. The person I talked to was very helpful and helped me cancel that one and restart again, and gave me the choice of the Hometown Appliance which I was very happy with. Erica owns her own business and she's local. She's very prompt in communication, and she was on time, super efficient and very knowledgeable. My machines are 25 years old, so eventually, I'll need new ones and Erica gave me some good advice about maintenance and future purchases. It was a really good experience with Hometown Appliance. The unit they serviced has been working great, so I recommend Hometown Appliance.

Things have changed in the world, the price has gone up, and less is covered. It's the typical shrinkflation. It's now $100 a month. Whether we have anything going or not, we got to pay AHS $100 a month. If you had the ability and self-control to put $100 a month aside for final repairs in your house, you might do better, except if you have two big repairs like we had when we had the hot water heater go out and needed a brand-new hot water heater, and we had some plumbing that needed replacing that required a wall to be broken into, even if you had those two close together, you wouldn't have time to save to pay for one and the other. Whereas with AHS, I didn't have to. I just put in the claim for one. So, I'm going to keep on with them. I've considered canceling them, but in the end, they're good to have.

I called American Home Shield back to say that a hole was forming in it again and they said they would need to send someone back out. When the technician came, I told her she had been out before and had fixed my dryer previously. She looked at the same area again but didn’t explain what was wrong with it. She just said I would get a call back. When asked what was causing the issue, she repeated that I would get a call and then walked out. No follow-up was ever received after that. I called American Shield and told them I want to know what's going on with my dryer. Somebody got to fix it. They said my claim was denied because I abused the dryer. I have had it for 14 years so I asked what caused it to happen.

American Home Shield sent another company out and the technician said that because of the way my dryer was, it hits against the washing machine. So, I didn't have space between it. Even though the first technician replaced it, she didn't tell me that I needed to have space between it. The problem is, when she replaced it, it already had the damage on the wheels that were never aligned back. So, whenever she replaced the drum, it just went back onto the same cycle. The wheels and the belt weren't replaced. I also found out that the vent needed to be vacuumed out, and it was why I wasn't getting any heat. So, multiple things were going on with the dryer, but I wasn't told until the second company came out and explained that there was nothing that I was going to be able to do with this dryer now because it had run its course. It's old, and it's going to break eventually.

The second company was more straightforward. They explained that repairing it wouldn’t be worth it because it would likely break again, and it needed to be replaced rather than patched up. But it’s a washing machine and dryer set so I didn’t want to replace the dryer. They said I’m going to keep having the same problem. They gave an estimate for what the dryer was going to need to be replaced. They told me it was going to take time for these parts to come in, but there was no guarantee that once we replace them, it's not going to happen again because of the age and because of the damage that's already been done.

If the first technician had told me that, I would not have been going through this. Instead, she only took the dryer drum out during the first visit and didn’t say anything else. I gave it the benefit of the doubt and reduced the load size and temperature, but it still wasn’t working properly. I started making the load lighter because maybe I was putting too many clothes in the dryer. But my husband said we weren’t overloading it, since the dryer says it can handle up to about 10 towels at a time. So it didn’t make sense. It just kept breaking, and something inside was clearly worn out from age. It wasn’t heating, so even small loads like three or four t-shirts weren’t drying and I had to run it multiple times. It just kept running without drying anything, and I was wasting electricity.

When I asked for the reason why the claim was denied, I was told it was due to abuse and that I was supposedly putting sneakers in the dryer. I explained that I don’t put shoes in the washer or dryer at all. I clean those by hand. I was pissed off and I called American Home Shield to ask if there was anything else that could be done because I wasn’t sure what else to do. I shouldn’t have to go to a laundromat since this is exactly what I’m paying the service for. I was livid but I had to remember that American Home Shield is just licensing people out to contract these jobs. So, my being frustrated with them wasn't the problem. It was the original people I was supposed to be frustrated with.

American Home Shield sent me a quote of how much my refund would be if I wanted to get the dryer repaired, or if I just wanted to get a cash out. So, I said I would do the cash out because I took the advice of the people who told me to just replace it. American Home Shield told me how much it was going to be and I found an appliance store that had a dryer that was comparable to the dryer that I had. It had a scratch on it, but it was brand new, and I got it at a discount. I had a one-year warranty on a new dryer, and I still get the warranty with American Home Shield. Plus, I was able to put the dryer on my current pedestal. I’d recommend American Home Shield to anybody. They stand by their customers. But they have to be wary of the contractors. The money that American Home Shield gets from me monthly cannot equate to what I went through. The $25 I give them every month covers all of my appliances.

The first guy who diagnosed it showed me there was pitting on the heat exchanger and if it leaks, it’s going to leak carbon monoxide. There's a sensor in the unit. That's supposed to shut the unit down so that it doesn't pump the carbon monoxide into the house. I told him to put it down as a recommendation since it’s a safety issue, so he noted it in his report. But the ticket was closed, and when I followed up, I was told American Home Shield declined the repair. They focused on the heat exchanger not being covered instead of my original complaint, which was the noise.

After going back and forth with American Home Shield, they opened another work order, but it was quickly closed again, and no one came back out. Another technician who came out later thought the issue might be with a blower motor and that damaged blades could be causing the noise, but he also noted the heat exchanger, and that report was declined as well. At this point, the repair was never completed. A couple of things had transpired and American Home Shield wasted a lot of my time. I spent three days off from work, lost wages or used leave, and then called them. And they pretended to open a work order only to close it. I’ve been waiting for two months and I'm looking at firing them. I’m very dissatisfied with how it was handled. I'm also paying them now about twice as much as I was paying when I first started with them.

Someone called me and said I had three options. One was the cash payout. I told them I'll take the cash payout and find somebody else to do it because at this point, it's going to be a whole month. I called this morning and they said that no one ever called me. But they called me Friday. My mom was on a three-way with them when they were telling me. I've had American Home Shield since I bought the house and that was my very first claim but it was a horrible experience.

For couple of years, I didn't have any claims but American Home Shield kept increasing my premiums every year so I canceled it. When I was trying to sign up again, the representative that was on the phone was pressuring me, and I don't even know if he has given me correct information. He told me when I was buying this that he was giving me discount on my two other properties that I have with American Home Shield. Both of them should be the gold plan. He was like a used car salesman and I didn't have a good experience. Other than that, my experience with American Home Shield has been satisfactory.

It’s been an inconvenience because my wife has to take clothes to the laundromat to dry them. I’ve got two different properties and have American Home Shield on both. This same contractor had been out before and didn’t repair anything because the appliance was too far gone, so American Home Shield replaced it. This is the first time they kept trying to repair it, but even with cross-referenced parts, it wasn’t fixed the way it should have been. I shouldn’t have been charged another $125 just for them to say they couldn’t fix it. They said that if it's over 30 days since the previous repair, I have to pay the service charge. It's not right.

I usually opt for cash in lieu because I want LG appliances, and AHS doesn’t offer them. So, I have to go somewhere else to order it, and it takes 30 days to get paid. It'd be nice if they did it a little bit sooner than that. I don’t feel comfortable putting all my checking account information in electronically. I don’t understand why they can’t just cut a paper check. They said I should receive it within a week, but I don’t like giving out my account number and routing number. Every time you turn around, there’s some kind of security breach, and I have good credit and want to keep it that way. I ordered a new dryer from LG and it’s supposed to be here this weekend, so hopefully, they send the reimbursement check.

The main reason I got the warranty is for the AC in case the HVAC system breaks, since it’s the most expensive. But I’ve noticed that American Home Shield puts limits. The contract renews every summer, and now there’s a $5,000 limit, which isn’t enough for a full HVAC system. Hopefully, it would at least cover the compressor. It’s better than nothing, but I still have to do a lot of legwork, and when the appliance was down, the technician didn’t come out quickly. Every year, the price goes up, so I spend hours on the phone trying to renegotiate a reasonable monthly rate. They also try to move you to a lower plan. I started on the Platinum Plan and now I’m on the Gold Plan.

I don't mind speaking with anybody at all, but sometimes the customer service reps are difficult to understand. It depends on who you're talking to. Sometimes you understand a little more clearly than others. Sometimes you can hear other people talking in the background, too. When I called for this last service, the lady I spoke with said she was going to email the contractor and recommend that the dryer be replaced, since this was the third time that it had been repaired. I asked her several times. But when I ended up talking to the person, there was no such email. I don't like to be lied to. It’s aggravating.

This summer, it will be four years since I’ve been with American Home Shield and it would be nice if they had customer appreciation. I had the same type of coverage on both houses, and it was 47 and change every month. American Home Shield is adequate. But it takes too much effort. It would be nice if I didn't have to spend hours on the phone to try to negotiate a price.

Usually, the techs they send out are very good, like the AC people I had. But I had bad luck with a couple of contractors in the last episodes I've had with them. Some of the contractors were not very good and when they came out to look at my house, they did not diagnose the problems correctly. For the plumbing leak I had, they said the problem was with all the pipes. But it turned out that the floor was leaking and the issue was in the drain around the shower, not the pipes throughout the house. And we didn't find that out until somebody tore half of our ceiling down and said our leak was coming from the floor. So, I have told American Home Shield not to send those people we were not happy with. Other than that, the overall benefit of the warranty and the coverage that it includes have a lot to do with how a contractor reports back to who.

I have never had an HVAC person come to my house and didn't show me a list with 50 things on it that said all the things that they'll look at. They give you a little spiel then they go to work. None of that happened before or after with Climate Tech. They just came in and looked at the thermostat, asked me to turn it off and turn it back on. They went outside then asked me if I would like them to wash the coils out. That's one of the main parts of a maintenance. I should have stayed out there, but I didn't. I was doing something else, and the ground was wet, where they purportedly washed the coils. Then they said they were through and left. If they did any of the things that are on the normal list, I didn't see them other than checking that the thermostat worked correctly which I already knew.

Other than that, I've always had good experiences with American Home Shield. They did some really good stuff over the years. I just wish that could slow down and let me know who are the contractors that they have available in our area because if I've been happy with one, I would rather them return. But that doesn't happen either and they told me I can't ask for anybody specific. How these organizations are automated doesn’t help. A lot of times, you just really need to talk to somebody. Nuances are what counts, and they don’t get registered when you're talking to an automated telephone. There's not a lot of understanding there. I go on once in a while and look at the website, and it's convoluted like most of them are, but it's workable.

I'm getting a lot of calls and people are beating American Home Shield's price, but I haven't changed because they have been pretty good. But I'm on the edge with this last deal. They also sent one company out before, and I told them to never send that company again, but they've tried to send that company a couple of different times. It was the same thing with the air conditioner. I don’t need a sales job. I need maintenance, and I need everything to work. I pay my due every year, and when something like this happens, I don't feel very good about it. I got no way to know if I really got a good job or not. I don’t need American Home Shield anymore if that’s the way things are going.

American Home Shield makes contracts with these people to go and do the work. But they should check up on them. There's got to be some way that they can figure out if they're really doing a good job or not. If something fails, I would not call this organization back. I would call and use my warranty package, but if they said they were going to send them, I would call again and ask who else have they got. I tried that once, but they said I've got to use who they called and that's how their contract works. That time, I met them at the door, and I explained what I wanted, but I shouldn't have to do that. They should be able to come here, be professionals and do the job.

American Home Shield isn't that bad but I probably would have reconsidered depending on the age of the appliances that I have in my home that need to be covered under the policy to make sure that it was economically effective for me. If everything was fairly new, I probably wouldn't sign up because it was still under warranty. But as this is an older home, the 250 off the top so far has covered whatever kind of repair done. It would have been the same thing I would have paid if I had somebody independently come out and do it.

He fixed the refrigerator and looked at the microwave. He said he had to order parts and left. Then I got a note from American Home Shield saying that everything's closed. I don't know if they told them they fixed the microwave, but they never did. American Home Shield has called them a couple different times. They told me they were ordering the parts. The only part they need is a light bulb, and I can't imagine taking a week and a half to get a light bulb. I asked if I could have a different company come out but American Home Shield told me I can't change 'cause Aurora Appliance has already been paid the deductible. I've called Aurora Appliance multiple times as we're leaving town for two months on Tuesday but they have not responded back. Other than that, American Home Shield did everything that they were asked to do and their price is very competitive.

We had other issues with American Home Shield that were terrible. For example, we had multiple heater repairs before and the repairs were covered. But one contractor was asking for $350 for the non-covered parts, and for the same heater, another contractor was asking for $1,300. Also, what do they mean by $1,300 non-covered parts for a $1,500 replacement, including labor? Because of all these legal issues, I'm planning to file a court case against American Home Shield because of the ridiculous amount of copays they are asking.

Recently, I had an air conditioner repair in my rental property and it was their own guy who was inefficient. Later, I saw that he had a 1-star review. He put a wrong Freon which completely collapsed the AC system and they were asking me for $2,000 to have it replaced as a copay. First of all, it was their guy who spoiled it and that went off to a bigger lawsuit because of my tenant. American Home Shield is coming with cunning and unethical approaches. They give multiple options where they ask a lot of money for copay or cash back is a fraction of what it will take to cost us to replace an appliance.

Unfortunately, I couldn't switch to a different warranty company, because they bought other companies, which I thought of moving to. With them, it is very difficult to know which contractor is good, unless and until we go through a bad experience. Also, the quality of the coverage depends upon the item involved. For the smaller ones, they are doing replacements, like a microwave or a dishwasher, so I don't have any problems. But when it comes to bigger items, which are more expensive, they play all these dirty tricks of asking a lot of money to the uncovered parts.

When we had an issue with the heating unit, they were giving an option to repair it for $2,000, but I know that nothing related to that heater is available in the market, so the parts are not available to repair. The same thing happened with the air conditioner. They said they would repair it for $2,000 and they would give the second option where they would upgrade it to a new and better system for another $1,000. So, the consumers fall into the trap of having a new system for another $1,000. But the option provided by American Home Shield for the $2,000 repair was a fake option, because there was no way they could get the repair because the parts have been discontinued for more than a decade. That's something people don't know. So American Home Shield is misrepresenting things to their consumers and cheating them.

Most of the customer service people are very hard to understand. The communication is difficult and they’re not prompt in answering the phone. The only way I can get American Home Shield to answer is if I select that I'm looking to be a new client, then somebody answers the phone immediately. But if I'm looking to get a problem resolved, you can't get a hold of anybody. The price is comparable to others, but AHS is always trying to up the fee and the cost, without communicating. They might send you an email, and then you have to call and ask why the price increased, and they would adjust it. So, they're always trying to charge extra money to you. My experience with American Home Shield has not been great. It’s less than desirable, and I wouldn't recommend them. In fact, I'm looking to cancel my contract and find another home warranty company.

A button that stops working due to mechanical failure should be exactly the kind of issue a home warranty is meant to address. Instead, American Home Shield chose to reinterpret the problem in a way that conveniently avoids paying for the repair. The experience with online support was equally frustrating. Getting a clear explanation or meaningful help was nearly impossible. The responses felt scripted and dismissive rather than focused on resolving the issue.

Between the service fee, the denied repair, and the time wasted, this has been a complete waste of money. The company promotes protection and reliability, but in my experience they appear to rely on technicalities to avoid honoring claims. It also had a problem with our stove and it took two years for American Home Shield to fix it. It seems like we are in the same process of a back and forth for two years and hundred of dollars paid to repair companies for them to tell us “we are ordering a part and be back in three months.” I expected accountability and support. Unfortunately, I received neither. Andy

So I went around and around with American Home Shield and they insisted that it was not covered, so I not very happy with them. I also don't like that you can really only call and talk to two people there. First, the person that answers the phone and takes the complaints, then supposedly, somebody over them, but you can't talk to the people actually making the decision on the denial or the acceptance of the issue. I hate to say it, but it's almost like a scam. You pay them for six years and they've already fixed that unit once for the same issue, then all of a sudden, they're not going to do it this time. And they couldn't give me an explanation for that,

I asked what Sears wrote in their report and they said that it stated that it needed a lock. So, the next time the Sears tech came back out, I showed him the picture of what was happening and told him that American Home Shield said they would pay for the new door if he put it down in his report that we got a defective one. He said he would order the door and it took two weeks for him to come back. But the door was there in three days. Then, the roller lock came to us in two days and when he opened it, it was the wrong one. So now, he had to take it with him, send it back, and order another one. They should have had it coming to them in the first place and why were they ordering the wrong lock for the door?

So, the problems we encountered had nothing to do with American Home Shield. It had to do with the salesman that came out, racking up money. Every time Sears would come out here, it cost $175, and they sent in the same man every time. So I don't want Sears coming back out. I told American Home Shield about this and they will have to find somebody else. I thought Sears was going to be good, but they were not. I could have bought a washer for what it cost me to work with them. They were also racking up money one time before when they came to check my stove, about a year and a half ago. It took that man a month and a half to fix the stove, and their tech put the burner on backwards.

At another time, American Home Shield found a man to check my dryer because the belt had broken on it, and that man came in two days. He called me before he came, and asked me what was the dryer doing. I told him and he had a belt on that truck. The same day he came was the same day he fixed the dryer. So, I'm satisfied with American Home Shield and I am going to recommend them. All my family people have American Home Shield. We have five houses and we have them on all of our houses. You call them and they do what they supposed to. You just have to make sure that the contractors that they send is not like Sears.

Submitting a claim is fairly easy to do on American Home Shield's website. It doesn't take a lot of effort. You just tell them what's wrong in a few words and pick the appliance out of a list. However, they keep raising the price every year, which is not good for me. I'm a senior on a fixed income, so I have to watch my dollars. They jumped about 50 bucks. It's coming up for renewal here in about a month. I've been checking with other companies, and other companies seem to have a much better rate. But I also take the time to read the reviews on the other companies, and I haven't found anything that sounds like it would be better than what American Home Shield offers at a better price.

Another warranty company has been all over me with quotes, trying to get me to sign up. But they have some extremely bad reviews, and I don't think I want to do any business with them though their rates are considerably cheaper by several hundred dollars. I'm on a well in a septic system here, and I also have a water softener, so those need to be included, and those are generally not included with standard contracts. You usually have to do an add-on to get those, so they bust you pretty hard for those.

But overall, American Home Shield has been pretty good. I can't complain about their service. I've only had one claim that was denied. We had a shower knob in one of the showers that has a cartridge inside of it that controls the on-off and the mixture of the hot and cold water, and that was getting to the point where it was very hard to get the water to turn off or on. The cartridge needed to be replaced. I placed the call with American Home Shield and they sent a guy out. The guy called them and said the cartridge needed to be replaced. American Home Shield said if it was not a total failure, then they wouldn't cover it. That was a fairly inexpensive repair, so I don't understand why they denied it. Other than that, I've placed a few other calls, and they've all been serviced and taken care of like I expected it would be.

A real estate lady told us about American Home Shield back in 1999 and we've been with them ever since. Usually, the appointment is quick and the majority of the workers they send have been competent. I've had a few who weren’t, but they dropped them later on. So, I liked how AHS asked me how the contractor was when they came out, and if they did the job or not. The price of the warranty is competitive, although I wish there were more coverage and more available service providers, especially since we live in the foothills, where it can be harder to get people to come out and help. I'm out $500 now to get my dryer vent cleaned out because American Home Shield could not find anyone in my area to come out.

I asked for a second opinion to check our unit - we have two small children in the home and have great concerns repairing a unit that was sparking just days ago - American Home Shield refused to have another person come out. We are now in the process of getting a second opinion but I have been entirely underwhelmed and disappointed with the coverage, lack of customer service, and overall experience with American Home Shield.

On my most recent claim, B&E Electric came, they checked the fridge out, and they had to buy some parts. They’re supposed to come here Thursday to replace the parts that they didn't have for the refrigerator. Submitting the claim was kind of rough, but all in all, Home Shield has been good. When my pipes were clogged with nothing going down in the drain, I called Home Shield, and they sent the contractor out there. The contractor claimed that he couldn't do anything because the clog was past 15 feet in the pipes. When he tried to snake it out and it was past 15 feet, I wound up having to pay Roto Rooter to come in and go past 15 feet.

We liked the guy a lot, and it turned out very well. But tomorrow, the company that told me that we had a heat exchanger problem, for no charge, is sending out another individual, along with the owner of the company, to take my furnace apart and double-check the heat exchanger to see if there really wasn't anything wrong with it. And if there was, they were going to put a new furnace in for me. Given all of that, they were great. But I'm not impressed with American Home Shield at all.

I’ve been with American Home Shield for 16 months and in many instances, they could be very unresponsive. You don't know who you're going to get. This is my second claim with them. They denied my first claim, telling me that I damaged my washing machine. I was trying to tell them that I didn't damage my washing machine, but I just gave up. It was 250 bucks. People should look elsewhere for a home warranty. I pay American Home Shield too much, so I'm probably going to cancel it after this is over.

When someone came back out, visibly, I was a bit upset. It was a Friday that he came back out, and he said they wouldn't be able to do anything until Monday. When I started to vocalize my concerns about, the tech walked out on me. I asked him not to come back into my house. That one thing led to another. I did apologize to him. I thought I was rude. He apologized to me as well. But it was really terrible. I made a complaint about the company, and then I was trying to be a good guy. I took the complaint back. Then they called and they said I was being hostile. We've been with American Home Shield for six years, paid our premiums on time, never had any complaints at all with anybody, and all of a sudden, we're being hostile out of the blue. American Home Shield should never send North Star again. AHS sent AJ’s Appliances, and they're good at what they do.

The first AC Tech from Air Boss LLC promptly made a service call and diagnosed a Capacitor, replaced however I had to call and say the AC is still not working. The next tech said my unit needs a Compressor. It's been on order I was told since March 2, 2026, and is expected in by March 18, 2026. I am really disappointed because I called AHS and spoke to Emmauel who hung up the telephone. Was not speaking in an irate manner or any profanity. I was very surprised in his actions. I will not re-new my contract in August when it's time for renewal. I cannot recommend AHS to family or anyone.

Carl

In the garage ceiling, there is a controller box that might have something to do with the issue and they need to have access to that. He said that drywall needed to be cut so that he could go and check. He said they don't cut drywalls and to let him know after it's been cut. I asked my handyman cut the drywall so that a person can go and access the ceiling of the garage. He cut it then I called the contractor. They sent another guy who went and looked at the controller. He said there is a wiring that might be causing no power to the garage. He also said that it needs to be replaced with a new wire and it is not covered by American Home Shield. I would have to pay for rewiring. They charged me 150 bucks for that. But I don't know exactly know what he has done. He didn't send me any pictures related to that. He said he put a new wire but I don't know where he put it. But now the power is on. I looked at all the lights and they were all working fine in the garage.

However, I'm wondering why did I get charged 150 bucks. The electrician said, "I will talk to American Home Shield, pass that invoice to them and see if it gets covered through that." If I'm paying for everything in the future like that other than the trip fees, then it doesn't make any sense to have my warranty. For this particular work where I got charged with 150 plus the trip fee of 100, I'm totally unsatisfied. Another thing is when we open a ticket, I want somebody to go out at least within a day or two. I don't want people to come in after one week and check what's happening. My tenants don't have patience to wait for so long especially if something is an emergency. This was raised by me before with American Home Shield too.

I didn't have issues with the vendor that American Home Shield used, but I had some issues with American Home Shield themselves. When I called in initially, someone came out. They gave me a diagnostic and said whatever needed to be replaced. I told him that I just had someone come out in the summertime so if that was an issue, it should have been caught at that time because I had my compressor replaced. He said they shouldn't have replaced the compressor and it looked like that was a problem to begin with.

They went back and told American Home Shield what they had found. They told me that the claim was denied. I told the rep at American Home that I needed to get a second opinion. We went around and about. They said they would send someone to give me a second opinion, but I needed to pay again. I told her that I didn't think that that was fair. Number one, they were using their own contractor. Could I have my own come out? She said no. I told her I should not have to pay. I just need a second opinion because I didn't understand how, if I just had work done, that they didn't cover that I had to pay out of pocket and they were telling me $3,000 later that I have another issue that should have been caught at that time.

They sent out someone to give me the second opinion. The second opinion said that item was bad, but the entire unit needed to be replaced. If I had replaced that piece that was bad, when summertime came around, I was gonna still have another issue. It was almost as if I was being forced. They didn't wanna approve the claim. They were gonna turn around and I'd have to keep calling them to come out to replace this and that. They were not honest and I had to really struggle for them to have someone come out and give me a second opinion.

American Home Shield denied the repair by saying it was a preexisting situation. I called them and spoke to 2 different people and explained to them that we just purchased the house and had no knowledge of there being a problem with the washer and that was why we purchased the home warranty. They requested that I send the home inspection report that we received when we were purchasing the house, which I did. It’s been over 3 weeks and no one has gotten back to me about the repair in spite of my calling and emailing them about it. I would stay away from this company. I wish that I had done my research beforehand because from what I have seen from my research since then is that this is a recurring, common response by American Home Shield. They do everything they can to avoid fulfilling the warranty terms.

He finally came on 01/30 and returned because of the snow. Then reschedule to 02/27. He came, but the part he ordered was the wrong part. During the waiting time, AHS sent another contractor from an emergency service company to check the fridge on 02/12. The new contractor came and never had any diagnosis or follow-up call. I had to call AHS again; they sent the third company to diagnose the problem and order the parts. I have received over 20 updates. The new appointment is 03/10/26. I DON'T know if my fridge will be fixed this time. Imagine how hard life is without a fridge; a total of 5 days off from work, waiting for the technicians to come; many hours of phone calls with the ASH. My advice is DO NOT USE American Home Shield!!!!

3/2/2026 I called to follow-up on the process. I was then told that they could not give me the cash price due to the item being ordered already. I explained the conversation I had on 2/24. After 2 hours of conversation I was told by the rep they have spoken to the vendor, purchasing and that they can now process the cash in-lieu. She said she would put it in and follow-up with me personally within 24 hours. I called back after 30 hours and was told again that the they could not give me the cash price due to the item being ordered already. I explained the conversation I had on 2/24 and 3/2. After 2.5 hours of conversation I was told by the rep they have spoken to the vendor, purchasing and that they can now process the cash in-lieu and they would follow-up with me within 24 hours. I called the vendor on 3/4 and was told that they do not send back the hot water heater. They keep it and the warranty company bills them for the product.

The cash in lieu is not dependent on them returning the water heater. On 3/4 I called again and was told again that the they could not give me the cash price due to the item being ordered already. I explained the conversation I had on 2/24 and 3/2 and 3/3. I was then told that they will need to submit the request and it will take 3 to 5 business days. AHS is lying about processing and refusing to pay per the warranty contract. They also neglect to notify consumers of their options and refused to give details of what is included in their "non-covered" charges when work is submitted.

When reaching out via chat they disconnect after collecting your information and asking how they can help. Via phone, the reps will hang up on you and you have to call back multiple times and speak to multiple people but the issue never gets resolved. Just continued "it's in processing". Just look at all the generic replies they give to negative reviews. Guess what? There is no follow up. Just blank statements to look good on the review.

The company came back out today and got uppity with us, asking why we did not take pictures and if we had proof. Nobody told us we had to have proof, and either way, it was not working. He then said the line was clogged, but he had just unclogged the line two weeks ago. He fixed it again and left, and hopefully it will be fine. He also accused us of touching something inside. We did not touch anything. You either turn it on or turn it off. It either works or it does not.

I do not have an issue with American Home Shield. I got the service around October when they were running a special. They sent me an email, so I signed up. The customer service has been great, the website and app are easy to use and it has been a good experience. Plus, the price seemed fair. It’s just that there is obviously something going on with the ice machine. It may require a different set of eyes from more than one technician to get to the bottom of what is wrong. It feels like they keep fixing the symptom and not the problem. They should get to why it is clogging instead of just unclogging it. I am going to have to go through this one more time to see if maybe the technician did not unclog it all the way and it clogged again, or if it stops working again, then that means they are not getting to the real problem as to why it is clogging in the first place.

American Home Shield based its cash-in-lieu offer on what the contractor reported. Although they said my hot water heater was covered, they only offered me $397, which they said was the market rate. But it’s not. I cannot find one for less than $1,000. If they are basing that on contractors in this area, my contractors work in this area. I live right down the street from Home Depot, and the cheapest one there is $800. I cannot replace the water heater or pay for labor with that. $397 is all American Home Shield said they would give me, plus my $100 fee back, so $497 total is what they are saying my hot water heater, labor, and purchase is worth to them.

I was very disappointed because I paid American Home Shield $73 a month for seven years and never used them. This was my first claim and the only other time they sent the contractor was for my garbage disposal. I paid the $100 fee, and the contractor said it was the outlet, not the garbage disposal. I paid an electrician, changed the outlet, and it still did not work. When I called American Home Shield again, it turned out to be the switch and not the outlet. The hot water heater was the other portion of that claim. So in seven years, I have only used them two times. I have paid thousands into this just in case I might need it, like insurance, so I would not have to pay a lot out of pocket when something happens. Instead, I had to buy the hot water heater myself for $800 and pay $600 to have it installed. They stood by the market value.

When I asked for a supervisor to call back, a young lady called me back and told me that the department that deals with the cash-in-lieu does not have a phone or email, and supervisors are hard to get in contact with. I asked for a supervisor from that department to call me back, and I was told it is not going to change. I asked the rep if she was a supervisor, and she said no, and that she would put in another request, and they would call in 24 to 48 hours. By day five with no hot water, I was told I might have to wait another two days. On day seven, I said I could not take it anymore. I had been taking baths out of pots. I went and paid for the hot water heater myself. Allegedly, they are giving me my money back, but I have not even checked my account to see if the $397 or the $100 fee has been returned. It was a horrible experience. The whole process took nine days.

I would never recommend anyone to deal with American Home Shield. I'm only keeping them because I've had them. I might cut the contract. But you have to have a home warranty, and I just hope one would be fairer than they are. The customer service rep only read from a script. I asked for a little compassion and morality, but it was the same script. When I kept complaining, they said they were going to end the call since they had addressed the issue. But they had not. Pricewise, I pay $73 a month. That might be a good rate, but you definitely do not get the service you are paying for.

Then the second visit, they came out; again, they did not go under the house to check it out. They did nothing. Then, they closed the account, so we called American Home Shield back and said we needed a plumber. They sent a new guy from a different company who went under the house, saw the leak, and now we're waiting for it to get fixed.

I've had AHS for years. It was something that we always knew we would want. I like that my home is protected. What could be improved is who they hire to come out to the house.

We have a claim in for those I listed that I submitted mid-December. The contractor couldn't come out until the first couple of days of January, which, with the holidays, was fine. I understood it because of Christmas and New Year's. They were four hours late for the appointment. They came out, did their assessment, and left. I never heard from them again.

I followed up with AHS and found that the claim has been marked completed, although no work was done. AHS opened a new claim, sent out another contractor. I had to wait another week for the contractor to come out. They came out, did their assessment, left, and I never heard from them again. I called the contractor four times. I left them voicemails. They did not answer. I finally called AHS. They said, "They marked it completed." Again, service not done, same items.

AHS created another ticket. They did a recall. The contractor declined the recall because no work was done. How are they recalling something that was never completed? The contractor told AHS that they could not make the repairs until the valve is replaced. So, they needed AHS to include a valve on one of their orders. AHS did that. They created another service ticket. They included the valve on there with the couple of faucets and the toilet leaking. Another contractor came out for that, did his assessment, left, and the job was marked completed. Again, no work done.

I started getting emails from AHS saying, "New ticket. Created new ticket, created now." AHS created a ticket with two items when there were five items that needed to be resolved. I don't know why they decided to randomly pick two. The two they picked weren't even the valve, which meant they couldn't do a repair. I called in frustrated, talked to escalation and said, "You guys had four contractors out here to look at these same things. Nobody's doing the work. It's been over two months since the initial call-in to get the stuff repaired. Nothing's been repaired."

AHS said, "We need to send another contractor out." It will be contractor number five. They don't understand why they keep sending new contractors out, don't understand why the new work order that AHS created did not include all of the items that were on any of the last four work orders. They said, "I'm sorry, they need to go out. We can't do anything until they go out and look at it." I said, "You're sending one of the companies that has already been out here, has already looked at it, already told you what needed to be done," yet AHS does not follow what ServicePro says needs to be done in order to complete the job. The service is still open two months. I've talked to escalation twice and nothing has been done.

I'm going to meet a contractor tomorrow so they can, again, just look at the problem, not actually repair anything. I don't know what they're looking at because they've already been to the house. They were out there in January. They looked at it. They know it needs to get done. But they need to go tomorrow and look again for some reason. Every time they go out to the property, I have to take a day off from work because they don't tell you, "We're gonna be there at 10:00." They tell you, "We're gonna be there between 10:00 and 2:00 or 12:00 and 2:00." Sometimes these contractors would say, "It's between 12:00 and 4:00," but show up at 6:00 at night like one of them. I keep taking off days of work while AHS does something in the background, which has been useless at this point.

I paid AHS 1,000 the year before and more than that this year because I had to pay $100 for the contractor to come out, yet we've had no work done. It has been $1,000 in the trash can at this point. I've also been paying for water bills that are through the roof because faucets are leaking and toilets are running. AHS, who should have fixed this two months ago so I don't have these big water bills, has not done anything. It's horrible.

I could use a voucher to replace it through them or take it to a store out here and I got a new refrigerator. My one before was a GE, the replacement is a very nice refrigerator. It's beautiful. I'm very happy with the results. I'm surprised how nice they were about the whole thing because it was terrible. We're spoiled. We like our ice and filtered water and it was nice that they were very sweet about it and cooperative. I'd recommend AHS to a friend. I've already recommended them to my daughter. My next-door neighbor also has American Home Shield and she has been very happy with them as well.

AHS has been great. But in 2012, our furnace died and the tech was a huckster and he owned the company. He said that he had a unit that would heat this house for the living portion, although it's bigger than that, it was 1,350 square feet that we had to cover. He said, "I have one that a customer was going to purchase, but they decided not to. It's brand-new. Everything's good and you can have this." Then, he was talking about wanting $900 out of our pocket to replace the furnace. I said, "But other than my deductible, this should all be covered by a home warranty. I shouldn't have to pay you that much out of pocket." We went back and forth with this guy. It was December into January. I have health problems and we were without a furnace for an entire month because of this jerk. Finally, I had to call in, get a supervisor involved, and get it escalated.

What I noticed is that vendors are leaving American Home Shield. I don't know what's going on on their side. But the guys that came out to give us the estimate about upgrading the garage door opener, they used to service for American Home Shield in our area, but they don't anymore. When a guy gives you the kind of snark he gave us, I was like, "Oh, okay." Because these guys have enough business. They don't need them.

I like the app of AHS. It does its job. They're very efficient. What I don't like is that it's very hard to call and actually talk to someone. Human beings can help you if you have an issue or have a question. But I probably would have been better off going with them in the long term. But they had a little more class and processes are firmer. They hold up. They're okay. They replaced our dishwasher, our furnace, and a kitchen faucet. It's difficult, though, because they go with builders-grade. And one of the things I don't like is, if you want to pay the difference, they can install a different unit, and there's not really great coordination between you and the vendor. Frankly, the kitchen faucet that they put in here is almost like the covering on the faucet was nicked within the first year. It's almost like pot metal. It's just flimsy. I said, "I guess I have to live with that."

In the process, if they had said, "Now, you have an option. We go with builders-grade and you can trust us to pick it out for you. Or if you respond in the next 48 hours, we get stuff at wherever, and we can certainly get that. It might take a little longer to get it ordered in." I chose that. Your dollar goes farther, and you just pay the difference between builders-grade and whatever you selected. I would really love to see that improved.

He came out and looked at it again and told us that both pumps had gone bad. I didn't realize there were more than one pump in the device. So, then we had to wait two weeks, roughly, and he came back and installed them. It seems like it is functioning correctly now. There are these two devices that the water runs through that sprays the bottom of the trays, and we did notice that one of those doesn't seal down on its thing anymore. It does stay on there through the cycle because it's the bottom one and it's held down by that tray. When the guy was here, he mentioned that on the last time he was here, it wasn't sealing down on it anymore, and he said it wouldn't be a problem, so we didn't see a point in reaching out and getting it fixed. Overall, using American Home Shield is very useful in terms of taking care of the heavy lifting and home-owning.

This is day number two. So, I said, "Get your manager on the phone." I never ever got to talk to anybody, but a customer service person that did the scheduling. I wrote letters. I emailed. I did everything. So, he said that he got in my house at 1:45. They sent another gentleman that came around 5 o'clock. The other guy that came first sat there from 1:00 to 2:00 to 5:00 waiting on this guy to come. So, they sent a second guy. He had to go to Home Depot and buy the piece that he said needed to be put on. I have a brand-new bathroom that I had put on, put in, and he took and put this putty around. He said it's caulking. I told him that bathroom never had caulking, that the piece that you turn the shower on and off is flushed through the wall. It does not need caulking. So, he couldn't get that on right. It never worked. They didn't leave my house until 7:00 p.m. after all-day service that wasn't done.

I told them, "Just please leave." And I called again. I told them, "Do not send an inexperienced plumber to my house. Send somebody that has some experience and been with the company for a while." I still never got to speak to the branch manager. I'm sending emails. I'm talking to this guy named Tamaro. I'm talking to a girl named Sierra. I'm talking to all these people that answered the phone. They sent an email, they said they escalated this to the escalating department.

Yesterday, they sent out David, and still my plumbing is just still not resolved. I have a mirror that's on my wall when you come up the bathroom. They told me I had to have that whole mirror removed, a whole cut in my wall, to put a valve in. I have to cut the water off and cut the water back on to take a shower to keep it from dripping. I'm 72 years old. I've been in this house since 2005. Nobody ever told me that I had to put a hole in my wall and take down a mirror to fix a plumbing problem. I don't get it. I'm still lost.

A young man came out and said he did not know how to fix the issue. AHS then sent North Alabama out. They came and said they had to order parts. They ordered parts, came back out, but the parts were wrong. They went back and said they had to order more parts. They ordered more parts, came out, but those were again wrong. They did that five times they did that. And the last time they came out with the wrong part, the tech said he'd have to go back and get AHS to order more parts. They had ordered the wrong ones again. This has been going on for months. My stove still doesn't work, and they haven't come back.

The last time I called AHS, which was a few weeks ago, I said, "Can we just say this thing is not fixable and get me a new stove, please? I really need my stove to work." The rep said, "I'll have someone call you back." I said, "Okay. Will they call me back today?" She said, "No later than tomorrow." That has been over two weeks ago, no one has called me back, and I still don't have a working stove.

I have an almost brand-new stove. It's a little over a year old. It's not like I'm asking AHS to fix something old and decrepit. And I cannot believe they won't return my call. The guy that has been comng out and trying to repair it keeps saying that this is a very difficult thing that he keeps telling AHS exactly what to order, but they keep ordering the wrong thing. So, the last time, they sent him a drawing and said, "Please circle the part you want ordered." He did that. He sent it back to them. He said, "They sent me a drawing this time, and I circled what part I needed. I should have it this time." He came out, and was, "Oh, my God, they ordered the wrong part again." This is crazy.

In terms of my years of being a customer with AHS, I don't make a lot of claims, but when I'm making a claim, I feel like I have to pay this money for them. They automatically gonna charge me. And then, the other company comes. My understanding of AHS, according to my contract understanding, is that if they're unable to fix the problem that they are going to replace it. In past situations, I have appliances in here now where they didn't replace it, and I just said, "I give up. I give up on it."

The requests are not that many, but in terms of saying whether they get me someone that's supposedly coming into my house, they've been good. The turnaround time to put the claim in, normally, within not even an hour, I can get a response back. If it's not on the weekend, I can get a response back, and they say, "Okay. This is the company. A technician will be coming from this company. This is their phone number. Somebody should be sending you a message or calling you or something like that." That's good service to me.

The service guy that came out this time was very personable, very courteous, and efficient. He replaced our toilet and he did a good job. The only problem that we've had now is the lid and seat are not fastened completely, so it's slipping, so I was gonna call him back and ask if they're in the neighborhood they could stop by and just tighten that bolt, because you have to get behind it and I can't get down on my knees. My favorite two service providers here locally have been All Points Plumbing and Eagle Eye Appliance Repair. Those two companies always do a good job, and their technicians are knowledgeable and courteous and responsive. They answer any questions you might have and make sure that the problem is resolved before they take off.

As far as American Home Shield, I've had some horrible experiences too, and particularly, most recently, with our washer. I submitted the work order in mid-November And finally got the washer replaced last week. It was a solid two months without a washing machine. During that time, we had to have three companies, five technicians look at it, and six parts ordered before American Home Shield would say, “Replace it.” That was absurd because it cost American Home Shield, the provider, and me negatively because new parts were expensed to put on there, the technicians' time for all those companies to come out here. The first company that came was Hotpoint and they had two really young technicians come. They were here for a while. First they diagnosed it, and then when the parts came in a week or two later, it was over Thanksgiving holidays and they came out and replaced the parts in the washer. They said they tested it before they left because we didn't wash them. The utility room's not big enough for all of us.

They assured us that it was working, and then we tried to use it and it was doing the exact same thing as it was before. They didn't fix it. So then I called American Home Shield and they sent the same company back and I called that company and said I want a skilled technician to come that has experience and knows what they're doing. So he came and he looked at the parts that the other guys installed, and they installed them incorrectly. They installed one part on the outside of the bottom of the washer and it should have been installed on the inside, for example.

So, he said he corrected the mistakes and that it should be good to go. And then we were able to wash one load of clothes and then it started doing the same thing again, and it fills up with water and the water won't cut off, so it's gonna flood the house kind of thing. And then the control board on the washing machine was going crazy, saying it was going to take 260 minutes to wash a load of clothes, and it was just clearly not fixed. So then I called American Home Shield back and I was told that Hotpoint assigned it to another provider. I don't know if they just didn't want to deal with it anymore, and we obviously wanted somebody else that knew what they were doing to fix it, so they sent another company.

That company sent their technician and their technician worked on it, and said he fixed it. He left and we experienced the same thing. It still wasn't fixed, and then I called American Home Shield. We care for our 91-year old mom and we have to be able to wash her linens and so forth. I called American Home Shield and I was not happy, and I said, “I want A different company or I want a new washing machine. Just replace the washer. It's going to cost you less, going to cost me less inconvenience,” and they wouldn't do it.

The first line help desk kept repeating the same thing. They had to have a diagnostic report from a provider that said it had to be replaced, that it was not repairable. And apparently, that's not what the technicians wrote on the report they send to you, because they said that they fixed it when they left, so I guess they thought they did, because they didn't stick around long enough to test it thoroughly. American Home Shield hadn't received a report that said it was not fixable. So I said, “Well, that's because they didn't stick around and test it.” So I said I want to speak to a supervisor, and after being on the phone for an hour and a half in that particular call, they transferred me to the escalation department which was totally useless. They told me the exact same thing that the first line help desk told me.

It was extremely frustrating. Then he said he was going to transfer me. He transferred me to some person. It sounded like in the States, and that person said she needed to pull up my account, put me on hold, and hung up on me and never called back. Needless to say, I've been on the phone two hours trying to get this resolved and got hung up on after all that. So my blood pressure was probably through the roof. I just sat there and I was like, “Okay. How am I going to get this addressed aside from letting the third company come back and finally make the right call about it?” After all of that, I just went in and said it’s still not fixed. AHS sent a third company, and the guy walked in and I said, “Okay. Do you have the history on this particular repair?” And he said, “No, I don't have any information. I thought, “Oh, that's a red flag, If you're the third company that's been dispatched, why wouldn't you have the history to know exactly what's been replaced and what they've done?” He said he didn't have any of that. And so I had to go through the full spiel again about what had happened.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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