American Home Shield Reviews

When I signed up AHS told me that any time there's a service charge, it's $125. But I was informed that I didn't have anything to pay so I didn't expect them to charge anything. It was not okay for the rep to mislead me like that, then turn around and charge my card. I could've fought that because of what she said. If I needed a service call, they would ask me if I wanted to charge it to the card that's on file. That never happened. It was a loss because I'm sick of my calls going overseas and I speak to people who barely speak English.

A service tech arrived for the dryer, and he was here for about 40 minutes. He had to order parts, so he had to come back. That took a bit to figure out when he was coming back. I had to call AHS again to get him scheduled to come back because I never heard back from him. It took him another time to come back because the dryer was still doing the same thing. He showed me some different settings. Then he told me to remember, once I close the door completely, I gotta push the bottom in so it's sealed because if it's not sealed, it's probably leaking air. It doesn't sound very functional to me, but the last time I used the dryer, things came out a lot better.

As far as the ice maker, it was fixed. We took the bucket out for making a big batch of ice for a group coming over, and put it back in. It went back to only making crushed ice. So, I called the service guy and he came back out. He looked at it and he called someone. I was told, "I can show you what to do if it does that again." I said, "No, this is a rental. I can't try to tell someone renting this what to do if you take the ice bucket out and it goes back to crushed ice." I will put a note on it to say, "Don't move the ice bucket or you'll only have crushed ice for the rest of your life." So, that note is on my ice maker for the next person that comes and uses this. You can still get ice and crushed ice if you push the buttons on the front but if you take that thing out, it's gonna toggle something back in the back where you will only get crushed. So, I'm not happy at all. I can't say I like anything about the service with AHS. Using the whole system is silly.

So now I’m stuck paying nearly $100 out of my own pocket to hire someone else to pull it out for them — something that should absolutely be part of what a home warranty covers.

October 16 – After they returned, I was told parts were needed and would take 3–5 business days to arrive. November 10 – The parts finally arrived — almost a full month later, not 3–5 days. November 15 – The dishwasher was “repaired,” but only after sitting disassembled in my garage for weeks because I could not have it blocking my kitchen. And after all of that, the technician informed me that they do not reinstall dishwashers and I would have to hire someone else again to put it back.

This was 49 days without a working kitchen. My kitchen sink was disconnected. My counters were unusable. My life was disrupted for over a month and a half because American Home Shield could not properly coordinate or manage the vendors they assign. I pay for this warranty in good faith. AHS’s actions — and inactions — clearly demonstrate: Breach of the implied warranty of workmanlike service. Failure to provide contracted services. Gross negligence. Bad-faith claim management.

What is the point of having a home warranty if I have to spend my own money hiring additional technicians just so your contracted vendors can do their bare minimum? At this point, I am prepared to escalate this situation to the California Department of Consumer Affairs, the Contractors State License Board, and file a formal breach of contract complaint if necessary. Someone from American Home Shield needs to contact me immediately to address the unnecessary stress, the financial burden, and the complete mishandling of this claim. This experience was beyond unacceptable.

AHS would not accept what the people kept telling them. I would call them and they would tell me, “We're waiting on them to tell us that.” All I knew is the repair people told them that, so I don't know where the mess-up was. I went ahead and bought a dryer and replaced it because I was tired of waiting. Before it got delivered, AHS sent me a notice that, "Yes, it has to be replaced and we'll replace it with this or you can buy what you want, and we'll give you this much money.” Eight weeks after I called them about the dryer, they finally decided that it was not repairable. They gave me a check for the old dryer, and I purchased a new one. It was frustrating to talk to people who didn't have any authority. Now they told me, because it took so long, they would also waive the $125 fee. I haven't seen that on an account, but maybe I will see it.

The air conditioner actually needed to be replaced. One of the repairmen had mentioned that it needed to be replaced, but they did explain that any time they checked the levels with me putting that Freon in there, it was gonna show that the levels were correct. So to me, that was a way of American Home Shield avoiding replacing and just patching problems. I was concerned about that because we went over and over.

As a matter of fact, I had to call American Home Shield several times to have them come back out, because once they got the diagnosis that the air conditioning was fixed or could be fixed, they just walked away from the situation and nobody ever told me what the diagnostic was from American Home Shield. Then they had claimed that they never got the diagnosis, but I know what the man told me. The same thing happened with the dryer. The guy said the part was rather costly, which is another dryer. This is the second time that the dryer has had that problem and instead of replacing it, they repaired it. So, to me, that's patchwork. At that point, I was done with American Home Shield. I pay a monthly premium. I pay on time. I've been with them for a long time, and I didn't feel like that was fair treatment.

What I like best is they showed up and supposedly fixed it. However, they were not great when they finished, saying, "Here's a picture of it operating. Here's what we did." It was like, "Yup, it works. And we're done. We're leaving." I would have liked more knowledge. I'm not at that house often. It's in a different state. I have no proof or verification that it worked when the contractor left. "Here's what we replaced. Here's the part number, should you ever need it again. Here's our paperwork warranty." All kinds of thoroughness of what was done in completion.

I called American Home Shield and asked them to send me somebody else. They said they were gonna charge me $100 for the same opinion. I told them the people they're sending out are terrible. It took two days and three calls and they were saying they gotta go by what the provider said. Finally, they waived the $100 and sent out a different company. That different company got that shirt out in 30 seconds and fixed it.

The same thing happened a year earlier with a plumber. He came out, looked around and said I got $14,000 worth of work and it won't be covered by American Home Shield. He didn't even take anything apart. He just looked at the piping and said it's piped wrong. This has been piped this way since 1991 and there's no way it's piped wrong. Somebody else came out and the problem was solved in 10 seconds.

Everybody at American Home Shield is polite but their hands are tied and there's not much they can do. There should be some sort of system when that happens to not make the second opinion be a charge ever. Or they should send out their highest rated professional on the second time as a matter of course, and not some horrible shady lazy people. If I hadn't been this persistent and pushy as I am, I would have paid 700 for a new washing machine.

I did the claim on the app. I really like how AHS changed up the app. The app was really user friendly and easy to navigate. Other than that, I really haven't had any complaints. American Shield has taken care of anything that's gone bad. They have been great. There was another previous repair where they sent out a guy to fix plumbing and he started wrapping plumbing with electrical tape. It was a complete joke of a work. I called in and they sent a manager out. They fixed the problem, and I'm back to being a happy camper again. It is just a little disappointing when you have to do things twice to get it right.

When the guy came again, I was working from home and I was in a conference call with my boss. The guy came with another person and I said, “I need you to wait 5, 10 minutes because I am in the middle of a call. I cannot just drop it and go to you.” He was grumpy but didn't say anything. Then five minutes later, he just left and gave me the computer to sign. I told him, “Listen. You cannot leave like that. This is the second time they sent you. And I need a report. And you should be able to wait a few more minutes.” Then he said, “No. I have other clients waiting. I cannot wait.” And he just left. So I called American Home Shield and told them, “I don't want to see this person again. If this is the only company and person you have, I will cancel the service because I'm not going to be mistreated in my own home like that.”

So far, whenever I have called American Home Shield, they have listened to me and they have taken action. After I told them that I didn't want that person to come out again, they sent another company, Simply Beautiful Maintenance Appliance Repair. I liked that guy very much. He worked on that report and it was approved. I am pleased. Simply Beautiful Maintenance Appliance Repair worked fine for me. The guy gave me all the explanations. He was very customer-oriented, with good manners.

Sometimes waiting on the line with American Home Shield, it takes longer than I wish. The visits are not as immediate as you wish it would be. So I wish that if I call for something to be repaired, they will come the next day or, maximum, the following day. Normally, it takes like a week for a person to show up. In the case of my refrigerator, it was something that was not as big of a deal, so I didn't care. But if it were the air conditioner, I would have a problem with that. I pay $125 whenever somebody comes out. If I didn't have the service and I just go and call somebody when something is broken, I am sure it will be cheaper for me. But American Home Shield gives me the peace of mind that I don't have to go and search for somebody and that the things will be repaired.

I think that the amount of coverage was better with American Home Shield, but the service fee is a bit high, which is 100 bucks. I got two policies, the one on my property is $125 for a service call and my home is $100. The other companies that I’ve had before, it was $65 for a service call, so it’s a big difference.

Sometimes it also takes too long for me to get service. lf I file a claim, they will contact you within 24 hours and a lot of times, that doesn’t happen. In an emergency situation, like here in Chicago in the winter time, if my heat goes out, I gotta wait about 24 hours. And then I get a message saying that it is waiting to be assigned. The next thing I know, three days have passed. That's not a good thing.

I got the home warranty the beginning of this year and I believe they lowered my monthly payment without me knowing. I was almost sure that it was supposed to be more. I'm not mad about it, but I have a lot going on right now, so I can't keep up. I also had my account compromised. Even where I live, some people were doing the infrastructure on the street and they messed up a lot of my stuff on the outside. I'm in the process of filing claims, and I got one settled. I also had a backup, which I went through my regular insurance for.

We saw signs in the house that we had recently purchased. This was a week or two after that. There may have been a bit of water leakage associated with the shower stall in the master bathroom. We had this American Home Shield warranty that the seller had paid for, so I contacted them. I used the website to schedule a service call. My first impression of AHS was, they wanted $100 before they do anything. I put in a credit card charge for that, and they assigned this to Diamondback Rooter Service. A gentleman from that company went out after a call or two, and looked at the shower stall and the concerns we had. He gave us some recommendations. One of them was get areas in the shower stall regrouted. He said, "Your home shield warranty will not cover anything like that. So just be aware of that."

He said there may be a valve seal or some component of the shower head that might be leaky and maybe our warranty would address that. He also said he would submit a report to AHS about this and see if that would be covered. That was the last I heard from AHS for a couple of weeks. I don't know what was in the Diamondback Rooter report. I don't know what AHS did with that. I got emails that said, "We'll review this and we'll disposition it and get back to you." But I heard nothing.

I called the American Home Shield and asked what is going on with the claim. I talked to a nice young man that said, "The Diamondback Rooter report said there was some water damage that should be regrouted." He mentioned nothing about a valve in the showerhead. He said if there is such an issue, that would have to be reported as a second service call. I wasn't excited about the prospect of spending another $100 to have somebody tell me, "We're not gonna do anything. You're not covered." After I found out that AHS considered the matter closed and would provide no coverage, I took matters into my own hands. I've contacted other contractors to help us deal with these issues in the house, recognizing that the warranty is useless, and we're gonna have to pay ourselves.

Had Pronto mentioned they do not clean the roots, I would have taken alternative measures. I would have called some other plumber who could have done it for much cheaper price. We were expecting Pronto to tell me AHS doesn't cover all of those things up. I didn't knew about it and since they were not telling me properly, I had to call the emergency guys who were really expensive.

I had told American Home Shield about it and they said they could set up a second review with another plumber. If the second review found out there was an issue with Pronto, then AHS would initiate whatever background process that they would have to do with Pronto. But the thing was the Pronto guys came on Thursday, and on Friday, I called the emergency service. AHS called the second review, but that plumber was scheduled for Tuesday of the next week. Since I was in an emergency, I went ahead and called the emergency guys.

I pay $125 per call fee with AHS, and my monthly premium is also on a higher end. I would expect that they would have some sort of emergency guys who would show up in less than 24 hours. But they don't have that. Also, every time you book someone through AHS, if you go and see the reviews somewhere, usually, they have lower stars. For the appointment, you have to wait for two or three days.

American Home Shield then contacted me in turn and said that the contractor's report said it was my fault, so I was gonna have to pay for everything out of pocket. When I tried to get ahold of them to discuss that, they did not return my text messages or my phone calls. I had to hire somebody else out of pocket to handle it.

I've had a positive experience with my washer but I did not have a positive experience with my water heater. It was wishy-washy. That was because there was something American Home Shield didn't spell out clearly in the terms when I was signing up for the policy. In my coverage sheet that they provided, it wasn't clear that I was gonna have to pay for all the labor, electrical work, piping and things that would go along with replacing a water heater. That put me $1,200 out of pocket. They only covered the equipment and not anything else that is involved in replacing a heater to code. Their online claims process is very easy, but you don't get the information you need to understand your policy.

AHS is one of the biggest insurance companies for appliances. And the management is not doing a very good job to keep it in the right place. They should hire people that can speak good English. They keep asking the same exact questions. Every time they transfer me to a different person, they have to ask six questions confirming that it's me. It's very silly, basic questions that I've answered over and over. If there is also a chance that somebody can take care of the claims more timely, that'll make a big difference.

I'm not happy with American Home Shield. They also don't send anybody immediately. It takes them three to five days sometimes. The reps are cordial but no work is being done at all. Every time, they figure out a way of denying every single claim, but they are charging me the initial $100 fee. These companies are just scam right now. You keep calling them but they keep just stuffing us.

I have AHS in my previous house for 18 years and in this house for three years. It's always a struggle with them. You pay your money in America, you deal with the Philippines and they refuse to transfer you back to the United States for a phone call. Filipino people are a wonderful group of people who know how to say sorry but I get no relief of any kind. As I tell people, AHS is horrible but they're better than the rest.

The thing with the microwave was really aggravating ‘cause microwaves are so cheap these days. I understand American Home Shield's rule that if it's not totally broken, they're not gonna replace it, but it's $100 a month with another $100 for the deductible and I don't know if I'm getting my money's worth. We were discussing the other day whether it's worth it to keep it or not, and I don't know that it's gonna be cost-effective for us going in the future.

We've been with American Home Shield over 20 years, since we moved into this house. The coverage has come in handy with our pool, but if it's anything related to the air conditioning or the heating, then we might end up waiting days once they diagnose it to get a new one. There are also all kinds of stuff that aren't covered when they have to replace things with the air conditioning and the heating. Overall, American Home Shield has been a mixed blessing, and that's why we haven't let go of it yet.

It's fixed now but by somebody else did. I didn't go with them. American Home Shield denied their offer. So, I had to go with something else. I shouldn't be paying for AHS. Don't ever buy it. It's fraudulent. They won't help you with anything. They say they're there to help you, but they have so much hidden underwritten things that you never even see. So, they might as well just go ahead and be like all the other insurance companies and just fuck off.

I went to AHS's website and requested service for my furnace that wasn't heating, and they assigned the contractor to me. It was easy. The contractor contacted me to set up a date. I was down there when the guy opened up the furnace. He seemed to know what he was doing. He said there was an issue with a pressure switch. He had to make a second trip because they had to order the part, but it's fixed.

On top of that, they’re borderline stalkerish with the amount of unsolicited follow-ups, yet somehow never available or helpful when you actually need support. This company is a waste of time, money, and energy. Save yourself the frustration—do not sign up with American Home Shield. They mislead customers, hide behind fine print, and deliver the worst service imaginable. Avoid at all costs.

The customer service was ideal. I had an issue regarding one of the reps the first time I put a request in. They initially charged me $100 for a tune-up instead of the correct $125, but promptly refunded the difference.

However, there’s communication barrier with the reps, because there are a lot of international people that leverage for the phone, so sometimes, their accent is hard to pick up. But other than that, the reps have been friendly. The contractors have also been pleasant.

I asked for a detailed list of what AHS was covering and got an "unfortunately we can't see that" but "AHS was covering some parts." How can you see one list and not the other and if the quote is $2214 and AHS is "covering some of it" why is my out of pocket the same $2214? No one can explain to us what they are covering but are very quick to push the cash in lieu option. They lie about the reasons to not pay the claim so they can low-ball you on the cash in lieu option because it's always lower. AMERICAN HOME SHIELD IS A SCAM!

I do my claims on the app. It is easy to navigate. I've talked to customer service plenty of times about the problems. So, it's easy to schedule something on American Home Shield's app, but they're supposed to contact you within 24 to 48 hours, and sometimes they don't do that. So, then I’ll have to call in and say, “Hey, what's going on? I placed this,” and to speed them up so that they can call the contractors and try to get them to reach out to me. The contacting them is friendly, but they're not helpful. They'll tell me, “Okay. I'm sorry, but this is how the policy is. There's nothing more I could really do.” They'll just be talking to you all day, but not say anything.

On their website, if I place it on Monday, they have up to like 72 hours to respond or come out. So, sometimes a contractor will call me as soon as I place the claim, probably like 15 minutes after. I had one incident when I placed it on Monday, and they finally called me on Thursday. And the lady had a leak. So, it was leaking this whole time. So, I had to get another contractor to do so and they got mad at me when I gave him a bad review.

After that, I tried to open another American Home Shield claim, this time to go look at the ducts. The techs who came out said that it was not covered and that I would have to go outside of American Home Shield to get someone to do that. And that was what we did. We cleaned the ducts on our own, and everything was back to working order. But I was a little upset because since American Home Shield didn't resolve the issue the first time, they should have returned my $100 service fee for going out there.

Other than that, I started the policy in September and I decided to get the service because I've had American Home Shield before. I've known other homeowners that have it and I wanted it more of a peace of mind-type thing, knowing that I have someone that I can call, that will go out and look at the thing, and fix it. There's an offset of cost that is also a perk. Unfortunately, it didn't work out this time with that particular problem. Also, when I first opened the service request online, American Home Shield routed me through someone besides Sears and I was advised that within 24 hours, the technician assigned to my case would contact me and schedule a time. But the vendor wouldn't call me and it was very problematic.

It took about four days before I finally picked up the phone and tried to call them, then I left them a message. Then, they tried to call me back once and they left me a voicemail, but then that was it. So, I got on the chat with someone in American Home Shield and I asked them at that point to have another vendor. The agent said they cannot because of the way the system is built and to give them until the next day to call me. I didn't believe it at all but I waited and it ended up being another week before I tried to call them again, and left them another voicemail. American Home Shield also tried to email them but they were unsuccessful.

When I came back and I got on the website chat function, I asked American Home Shield to please reassign the case to a different vendor and at that point, the agent said that we had to cancel the pending one and redo it again. That was when we got into Sears and I was able to get in touch with them within a day. So I was totally pleased and happy there. But because of the tenant's schedule, they were able to come out only the following week.

We also have American Home Shield at our main residence and we live in California. Something is going on with our furnace, we have a carbon monoxide leak in it, and we're waiting for them to give us an appointment to have one of their people come out and look at it. And I feel like we're going on three weeks waiting for an appointment. Then, earlier this year, we had to make a claim for a new water heater. We got the money and everything was fine. But in general, American Home Shield is very slow to process service requests and to get a vendor out.

Regarding the techs that AHS sent me for the washer, I had months of ongoing issues. They were still billing me monthly even though I wasn't getting my process done. It was not a good experience. Also, the price of AHS is high. It's gone way up and it keeps going up. For what I pay a month and what I have to pay just to call somebody out, is getting out of hand. That's the part that I don't like.

That said, the process isn’t always perfect. Getting in touch with customer service can take some time, and sometimes you have to follow up to make sure a claim is moving. Also, the contractors they send can vary — one was excellent, the other just okay. Still, for the peace of mind and the coverage it provides, I think it’s worth it. As long as you’re patient and understand how the system works, AHS can really help with unexpected home repairs.

After some time, the AC had a problem. Home Shield sent out a service guy and fixed it. He did the maintenance and said that we are good for a year. So the same unit goes out, this time American Home Shield stated that the unit couldn't be replaced because it was too old. That's not acceptable. We've had American Home Shield for three years and we've done what we needed to do. They said that we weren't maintaining it, and yet they know for a fact it was maintained because they have the records. It's now caused a huge water damage to the top of our ceiling. We have mold now growing, and no air conditioning in the front of our home. Our home looks like it's trashed. I am on oxygen, we're not young folks. Thank God it's cooler weather. We don't mind paying a portion, but we're not paying for the whole unit.

I don't want to complain about American Home Shield because they are amazing in Louisiana. I've only had to use them four times and they've been phenomenal. Here, it's like pulling teeth to get and I'm sure somebody's out there ripping people off. When I call AHS, they listen. I try to tell them that I'm being aggressive but it's not towards them. It's just the situation that is of grave concern to me and my husband. We have an eight-year old child in the home. This is not professional.

We have two air conditioning units. When one of the outside units had to be replaced, they said they can't cover it all because of the age of the system. And I did say, “But you said that it was gonna be covered.” We didn't mind. We paid for the unit and they paid for the install.

With our water heater, they paid a portion and we paid the majority. We understand that we're gonna have to put money out. I'm very knowledgeable about my policy. I paid the monthly premium and I know that it's gonna be out-of-pocket cost when I call for service. But I can't see paying them every month, then paying for a service charge just to be told they’re not gonna cover it. If they’d told me at the beginning, we would have found a different warranty program.

I still recommend them to my family and friends when they're buying homes. I want more people to use their service. It really is an invaluable service to have, because over the long run, there are some major issues a house can have. But American Home Shield has always been good people. This is the only area I'm having a problem with.

We asked them to reconsider. They sent a second person out, who agreed the display is not usable and you can’t read the timer. But American Home Shield still refused to cover it because, in their words, it “technically works” and still heats food — they just don’t cover anything related to the display or legibility. So we’re left with a microwave we can’t properly use, and we paid them $100 for the privilege of being told “sorry, it still heats.” If they knew they were going to deny it based on the type of issue, they should never have sent someone out or taken the service fee in the first place. Very disappointed with the way this was handled and will be rethinking whether this warranty is worth the money.

Being told that the company will “exhaust all options” before agreeing to replace the fridge is not acceptable. Meanwhile, my family and I have to throw away food that has gone bad, spend unnecessary money eating out due to a non working refrigerator. This situation has caused unnecessary stress and inconvenience. A refrigerator is an essential household appliance, and the lack of urgency and transparency in resolving this issue is unacceptable. At this point, a replacement should have already been provided.

Complications multiplied when American Home Shield insisted on an itemized bill, which my contractor wasn’t able to provide, leaving me stuck in the middle. Even providing a tentative hourly rate was met with rejection, claiming $0 was more in line with the job description despite knowing this was entirely incorrect. Throughout this process, communication was cumbersome and frustrating – escalating to repeating conversations and misinformation on undergoing repairs. They even got this completely wrong, accusing my contractor of finishing the job when they hadn't done any actual repairs yet. It felt like being continually stonewalled.

I reached out to my realtor who connected me with a contact at AHS. After that, the turnaround seemed almost immediate with a different contractor, M&P plumbing, who was exceptional and commendable in their work. Despite finally resolving the issue, my rocky experience leads to mixed feelings – praises for M&P plumbing's service but serious disappointment with American Home Shield’s handling of the process. Overall, I can't recommend American Home Shield for their customer service.

We have recommended AHS to family, and they’ve joined AHS. However, my wife was quite disappointed and concerned that the prices went up. I know that she called but ended up having to take a second policy with a different company for the HVAC system. We had major issues with the boiler or heating before and so, it’s a backup insurance.

When the AC went out, the guy said the issue was a coil but my contract doesn't cover that and I have to pay. He started throwing all these numbers at us. AHS offered us a settlement, but they said they would not cover the unit. That was what really upset my husband. We still wound up having to pay almost $3,000 to repair our air conditioner, which we were gonna do because no one wants to be hot. Our main concern is why are we paying for warranty when we're paying for what happens to the appliances when they break, and then we have to pay a copay.

I've spent over almost $4,000 on things that I thought were covered for paying over $1,200 a year for a policy for. The warranty is not honoring it. So, it makes more sense to save my own money since I'm paying for my own stuff anyway. This morning, I called to cancel and they wouldn't even let me cancel. I have to call back. That solidifies why I don't need to do business with them. It's frustrating.

I get that people are using these call centers in these other countries because it makes life easier. But it is condescending when somebody reads off of a script and says, “I'm sorry you had this problem and la la la.” You can book stuff online, which is easier to do than talking to somebody. But because I had to talk to somebody about my stupid credit thing, that was a nightmare. That should just be on my file. I should be able to book a service when I need a service. Sometimes you just need to get service faster than four days.

They were supposed to call me back in an hour. They ended up not calling me until the next day. By then, it had been two days without the air conditioning thing. I called a local person and had them deal with it. That was what a service fee would cost. Capital Cooling could have done what I needed but I couldn't wait four days because I'm not living there. When I was on the phone with them, already super annoyed, I said, “Why don't you come out and just do the heating check?” They did.

This year I had to buy a new dishwasher because the thought of going through what I went last year with them, I'm gonna have to spend $800 in therapy, either that or buy a new dishwasher from Costco, because the whole experience was stressful. The people that come out, most of the time, have been good. It's just this one time with this dishwasher guy. He came out three times. He took the dishwasher. It was gone for a month but they didn't put it in right. I had to pay somebody to install it correctly. But within a year, the dishwasher broke again. I called AHS. I said, “Y'all need to just replace this dishwasher because something's clearly not right.” I told them I'm gonna call Costco and buy a new dishwasher because I couldn't stand it. I had to pay $125 to have it sealed because it's these tenants. I wish they could escalate it to somebody in the United States who could understand it better.

The contractor did that service where they come out and check your heater. It was a service that they offered when I signed up annually. I had this done last year. I said, “Let's do it again.” I called American Home Shield. I'm not crazy about them, but this is the one good thing that they offer. I said, “I'd like to take advantage of this.” So, they came out and did it.

I don't know if I'm gonna renew AHS because I don't trust the system anymore. Any time somebody comes out, it's $125. When I had to get that air conditioner guy to come out right away, he was $180 for the visit. The amount of aggravation and time, that guy was worth it. However, American Home Shield should have at least given me $125 back because I had called them multiple times, did not get through, had to wait for somebody, they didn't call me back until the next day, but I had already got it done. I could have waited a day or two. But I called multiple times on a Saturday and got disconnected, and called again and had to wait to get the approval for the free service that I was supposed to get, and they said they would call within an hour but didn't until the next day.

At first American Home Shield said they were gonna send out another company. But they were sending not only the same company, but also the same person back even though I told them I'm not comfortable with that person. I've also called American Home Shield for my washer twice so I had to pay twice for that situation. They replaced it, but I had to pay the difference on the unit. Additionally, every time I call American Home Shield, I still have to go through three different channels to get to the right people. I don't like that. I also can't understand their English and I got to keep on repeating myself.

Right now it's easy to submit claims with American Home Shield. Five years ago, it was impossible. But they've improved and done a great job. They also have a video feature where you can show them what the problem is and they'll help you. That's awesome. I also like American Home Shield because they try to fix things. I don't want anything replaced. The new stuff today is not the best stuff. They don't last as long. When they can fix something, that's great. I had a refrigerator and the ice maker went out on it. I asked for them to get it fixed as it was a great unit. They couldn't, but I gotta give them an A for effort for trying.

I encourage people to get American Home Shield. It's a great plan for the most part. It give me peace of mind. I've got my mom and dad to have policies with American Home Shield, and they've had them for years. I would continue getting the home warranty for my personal residence, for my family, and for my rentals. I always check the contractors out and I've noticed that they all have high stars. American Home Shield has gotten rid of a lot of bad people, which is good. They also have gotten a lot of companies that want to make sure that the customer's happy so that their star rating is high. I like that. The only disadvantage with American Home Shield is them allowing contractors to try to do modifications and other stuff that don't need to be done.

Overall, when they send a contractor that is excellent and professional, everything is fine. When they send a poor rep, that's when the problems come. They try to not replace anything. They try to fix things as much as they can. I'm keeping the warranty because I have an old house and I don't have a choice. I'm a fair person. I can understand both sides. So, I understand they can be useful. The tune-ups are free. American Home Shield is giving me two free tune-ups a year, which normally would cost me $125 or $200. I can't complain about that. But if I could do without a home warranty, I would because it's not to the level of quality of service compared to what I pay for.

When something is right with the service, automatically, they send the satisfaction survey. As soon as something goes wrong, magically, they forget to send you the link. I was expecting to receive the link to the survey because I really wanted to give my feedback about that whole experience that was really awful. I wasted tons of water. My water bill is going to be a nightmare. They never came to fix the leak. That was annoying, but I never got the survey.

It was a big deal at the time because I had my grandkids there and it was cold in the house. It was upsetting. But it was only for one day. We dealt with it. That was my main concern. I was charged $130 for a home visit fee for the second time that they came back. When I called AHS back and explained my situation to the rep, she put me on hold for one minute, came back on, and said, "I can't do anything for you. That was a legitimate charge." I immediately told her, "Either you didn't listen to me or you don't understand. I wanna speak to your manager."

Two days later, the manager called me back and said, "You shouldn't have been charged." It was ridiculous that the rep couldn't make that decision herself. It almost sounded like she was from another country. I had to go through all the steps. It was a legitimate mistake that the mechanic made. He immediately apologized, turned it back on, and got out of my hair as quick as he could. I appreciate that. Because I worked in the field myself and I know how it is. But it was the stuff after the fact that I got pissed off at.

The same thing happened this morning. United Air's techs told me they didn't want to touch the washing machine but there's nothing bad in there. So, I turned off the valve by myself and I took out the cable from the valve because I didn't want to touch it and they were not cooperative anyway. Next time, I don't want them to come to me. There were three companies who came to see the washing machine and they couldn't fix it. Finally, Alpha company came and they're the one making the final decision on that.

The contractor sent me a receipt that said $400-plus for a modification and I paid that, but there was no explanation whatsoever of this modification. I said, "Can you at least put what pipes, sizing, linear feet of pipes, type of pipes, whatever you modified? Explain it." Nope, it just said modification. To me, it felt like the contractor just wanted to put something different on his diagnostic so he can get me to pay something out of pocket.

There is no other way to replace a valve but to open the valve, and to do that, one definitely has to open the pipes. There's only one way. The contractor said, "Oh, no, my manager said it's a modification." It was just the shower valve that had an issue, but I had to come out of pocket for something that they're still hiding behind the bushes. I have a feeling that American Home Shield and the contractor are both in bed together. American Home Shield hasn't given me a clear explanation why they considered that as a modification and not a replacement if the part is actually covered. They said, "We're gonna run it through the authorization department. We'll get back to you." This has been open since last week. I emailed them this morning, but I haven't heard back.

Calling American Home Shield is not the greatest experience because I want to speak to someone who is from the authorization department or a supervisor. Usually, I just get people that can barely understand me, and when I finally get a supervisor, if I get that, it's after an hour and a half of wait. I have all those conversations recorded and I got the emails. I'm just waiting for them to get back to me to see if I'm going for legal action or if they're gonna resolve it. American Home Shield came through for the past year, but this last time is probably gonna end up in court.

American Home Shield, very graciously, and I am thankful to them for that, sent a second plumber. He stood there with my husband and me and our house manager and told three of us, "Oh, this is absolutely normal wear and tear. We know. And I see you guys. There's no way. And I'll let American Home Shield know, and we'll get it fixed." Then nothing happened. I kept calling and calling, and then I was told, "Oh, you know what? The second plumber also confirmed that it's a regular wear and tear."

I called the second plumbing company twice, and the guy said, "Oh, I'll check with our plumber and get back to you." I said, "I know what your plumber told me. I have a witness, too, apart from my husband. So, please don't change your story." He said he would call me. But he never returned my call. I called American Home Shield a few times and told them, but nothing happened. But each time I called American Home Shield, the reps were so nice and said, "We'll put it back again. We'll let our leadership know."

The reality is my husband and I, fortunately, can spend a couple of hundred dollars, which we did, and got our own plumber. He is an experienced guy with hundreds of 5-star reviews. He fixed it for 200 and some bucks. I bought a part for him, and that was extra. But my frustration is we've been American Home Shield customers for about 30 years, and this is how they treat us? How do they vet their subcontractors? Are these people professionals, or are they deceitful and liars? It is of grave concern to me that they can twist the story like that, so they don't have to pay.

When I said, “We're gonna go back and fight that,” the customer service rep laughed and said, “Good luck.” I said, “You put it in that a possible reason could have been the capacitor” and the lady said, “We wrote in there that it was broken. It was unsafe.” They said they asked for multiple reasons as to why this happened, so the tech gave a couple of reasons as to why it would happen and those reasons were why the claim was denied. That was exactly what was read to us as the policy. They read the full report and used that to deny coverage two times. “You can't do it because it's worn out,” but there was not a possibility that there was an issue with the capacitor. They asked a leading question, then turned around and used that leading question against us.

Up until this past week, we have had American Home Shield for 15 years. This is our fourth home that we had them. I submitted service requests online and it was easy. However, the customer service is very frustrating and that is why I stopped being an American Home Shield customer. All the customer service did was read the policy as to why our claim was denied, and I get it. They have a book in front of them that tells them that this is what they say, so that's all they did. There was not any customer service until I went to the next department where they were trying to talk me into not leaving as a customer.

I'm older and I've been married for 45 years. We've moved a lot recently and when we sold our houses, we automatically purchased an American Home Shield policy for the next people to offer as we moved, because we believed in it. We've only had three claims in the entire 15 years that we've been with them. So, it was not like we were trying to get an entire new everything.

When I spoke with American Home Shield, they said, "We're gonna have the plumber call you." Then the plumber called me. I had to hire somebody to give him access to be there. Then when the plumber was there, he called me and I told him what the problem was. He said, "Well, I didn't know any of that." I said, "Well, why wouldn't you?" He said, "Did you tell us?" I said, "No, but I told the insurance company for over an hour." He said, "They didn't explain any of that to us. They just said plumbing problem. That was it." So an hour of conversation and all they put down was plumbing problem. I did not like American Home Shield and I would not use them again.

I called American Home Shield and reported this situation. They said they would send someone out. However, if they sent him out and his report wasn't sufficient, then they were gonna charge me another service fee. So, I told them I'm not willing to take that risk and I would just do something different down the road. They did offer me a credit in the form of monthly payments. They told me it would be a refund, but it ended up being a credit towards my monthly payment on the service contract in the amount of the service fee from the original claim.

The part wasn't fixed because the technician really did me dirty. However, I don't want to use that company again. AHS said if I ever had a claim on HVAC, it wouldn't be that company. I don't know if that's indicative of the whole company or if that's indicative of the technician they sent out. Either way, it's not worth the risk. There's lots of HVAC companies. I'm gonna get my problem fixed eventually on my own, but not through that company or through the home warranty because it's expensive.

I'm an easygoing person. I'm mellow if I would allow it to go six weeks. I've never been treated so rudely and disrespectfully. It became like I was an irritant to them. How dare I question them? When all I asked for was my microwave to be repaired. It was an awful experience. There was an obvious disconnect between them and the appliance people. They said I did not reply to the email request to schedule an appointment which was not accurate. I waited for a part to be delivered. It was not delivered, not even ordered. Something happened somewhere on their side.

American Home Shield tried to get in contact with the contractor to see what was going on but no one could get a hold of them. We got the approval to get a second opinion. Then my wife finally got a hold of Advanced Comfort and the guy started screaming at her on the phone because she was upset with how it was handled and she told him that. AHS shouldn’t use this company. It sounds like they didn't want to replace the evaporator coil. It's about to get cold and they were waiting for the cold to come in and we would forget about it. If anything, AHS is the one that would have an incentive to play games. But they don't seem to be.

We've had American Home Shield for over 25 years and it got to a point where it was a disaster because most of the vendors they were working with were dishonest, incapable, and unprofessional. These people are con artists, and American Home Shield would send them to people's homes. I was also extremely displeased with them because they raised the rates but didn't offer anything. Many times, I would call the people myself and pay for the service because I couldn't waste my time and my tenant’s time having them send these terrible people. But they're trying to improve the quality of the vendors. Arsenal Plumbing and West Coast Chief Repair are two companies that send professionals, and they're there to resolve the issue. All the other little ones, all they do is charge for the visit but do nothing for us.

When it comes to customer service, I deal with a concierge. Otherwise, it would be impossible. You would get these people overseas where you barely understand what they're saying. American Home Shield needs to get people who are a little more competent in the English language and knowledgeable. They're saving money, but they're not making our lives easier, because we cannot communicate with them.

I have some properties that have high-end appliances, so I need a special vendor who is certified. They will say the vendors are all certified. We set the appointment and they come out but they tell my tenant they don't work on Viking or Thermador and leave. They waste everybody's time then they do it again. I have to call my own person because my tenant needs the service, and American Home Shield will not guarantee that they will send a person who's competent. Their website is unreliable as well. They schedule you with the worst vendors. Then you can't get out and you pay the deposit.

I've seen the downfall of a company that was fantastic and offered a much needed service in a very competent and professional manner. Then they started cutting corners and they became this company who offered nothing but headaches. Now I get the sense that American Home Shield is trying to redeem themselves and regain their customers. They're trying to hire better vendors. But it's yet to be seen whether they will actually follow through and become a reputable company again.

For the refrigerator, the freezer section’s drawer wasn't opening and shutting properly. When it would shut, it’d leave a gap. They said they had to replace the track. In addition to replacing the track, there was a little gear in there that was supposed to be replaced. The gentleman replaced the track, but he never replaced the gear. He told me he had to go order the gear. That's why I don't agree with those Zoom type first inspections because you're not gonna see everything that you need to see in person. Now I have to wait for an additional call for them to come back.

I had asked them about my dishwasher. Because the first time, when the initial call happened on Zoom, the dishwasher wouldn't power on. They told me I have to have an electrician come out. An electrician came out and looked at it. We just learned it was plugged into the wrong outlet. Then there was no water going to it. So, we powered it on. I made sure the water was on under the sink that led to the dishwasher.

On that day when the gentleman came to change the slide, the track for the freezer, we checked the dishwasher. The dishwasher not only powered on, but the water came out. He said, “Okay. It's all good.” I don't know if maybe the water pressure needed to be built up for the dishwasher, but he felt like it was all good. He finished the track for the freezer. He was gonna order the gear and left. I left the dishwasher going. When I left the dishwasher going and went back into the kitchen, there was water all over the floor. I called him. He said I had to call AHS. They said they were relaying it back. So, whenever they were gonna come do the gear, they were gonna check out the dishwasher.

Then theyy had called me and wanted to schedule for them to come change the gear. I said, “What about the dishwasher?” He said, “Oh, no. You need an electrician to come out for a dishwasher.”  I said, “No, I don't. The electrician's already come out. That's already taken care of.” He put me on hold and when he got back, he said they couldn't do anything about it. If I wanted somebody else to come out, I had to call American Home Shield so they could call back and send me somebody else because everything was fine on their end.

It was a couple of times of back and forth with AHS. I finally got a rep and she was polite but snide. She said, “Let me tell them to close this off, ‘cause we can't move forward unless Allure closes whatever they need to close off.” She said she was gonna put in a new ticket. She said, “I just want you to know that we’re gonna send somebody out. But if they come out and nothing's wrong, you're gonna have to pay for it.” I said okay. They sent Hotshot out and they saw it was a leak. They fixed it. I haven't had a problem since. The tech was also friendly and came in and took care of their business right away.

If I talk to a representative at American Home Shield, they're really good. They try to resolve the things. They're really professional and they try to explain things in detail. Whatever question I have, they respond quite well. However, there is also a long wait time. I understand that there are so many customers that might be calling at the time. But they could have an option like if the call wait time is 20 minutes or 30 minutes, they would be able to call me back, rather than me hanging on the phone for 20 minutes then getting into a call with the representative. Plus, the menu option is not clear. If I just want to speak directly with a representative, there could be an option to do just that rather than going through some 10 menu options. Another thing is the service call fee is pricey. Every time they come, even to change a bulb, it costs $125.

Attentive Plumbing came out and fixed it in a shorter amount of time than it took for the previous company to decide how to figure out how to not fix something. They are are good guys. They are nice and responsive. Those other people could have fixed it when they were out, but they spent more time trying to figure out how to not cover things. It was also very frustrating for me because American Home Shield could have given the claim to Attentive Plumbing. I had to wait a couple more days although they could see in the record that the other company already denied me once.

When I first put the claim in, American Home Shield had to reassign it and do a new thing. I paid the service call twice. I told them what needed to be fixed but somehow, the wrong thing came on the work order. American Home Shield told them to see if the contractor can just accept the new one. But they refused to accept the new thing and take off the old thing. I tried to fight American Home Shield to reimburse me, but they never did.

I'm considering just canceling American Home Shield. For the $160 I spend a month plus the $125 fee, I might as well just save my money and pay the full amount when there is a problem. Unless you have the right vendor, a lot of them just spend more time trying to figure out how to not fix something. I've had American Home Shield for a long time, and it's not been a great experience recently. It seems like every vendor is looking to not do anything. They're lazy and have all kinds of stories, and I'm stuck paying the $125 service fee. Having American Home Shield is not worth it anymore. Half of the time, nothing's covered and a lot of time, the contractors want me to pay on top of what I had already paid American Home Shield. Also, I normally get a non-English-speaking person and they don't understand. There have been all kinds of miscommunications which have happened then it would fall on me, which is awful.

I have been a customer for AHS for more than five years. In between, I tried a different company which didn't work out well, so I just came back to American Home Shield. The customer service is really good. If they say they dispatch within 24 hours, they did make them send somebody within 24 hours, which I really appreciate it. The bad thing is they assigned somebody, and then this is the third contractor who got assigned within the 24 hours and who made it to my home. The contractors kept being reassigned. There was a lot of phone calls. That can be improved a little bit. Other than that, I'm happy with the service. If someone I know is looking for a home warranty in the market, I would definitely recommend AHS for them.

At this point, I like American Home Shield's service, that's why I've kept it. It really helps when emergencies arise and having to find someone to service whatever is needed. When I've had to speak to a customer service agent, it went well enough. Sometimes it was difficult in understanding them when they were speaking. They have an accent but I was able to communicate with them and we were able to resolve the issue or do what I needed done. I wish there could be improvements on the cost of things, but that is life. It used to be $50 for the service call, then it went to $75, and now it's 100. Then, my monthly plan is now up to $123 and some change. Other than that, I have recommended it to friends and family. Just to be able to pick up the phone and make that call is a help, especially when things have gone out of their warranty when you bought them.

American Home Shield doesn't cover half the stuff that's wrong. On another claim, we had a bathroom faucet that was leaking. American Home Shield sent a plumber out and he came in with some type of grinder because he couldn't get this valve loose. He cut a hole in the pipe then he blamed the hole in the pipe on me. I ended up contacting the local news and the local news reached out to American Home Shield. We made an agreement that they send an independent plumber out. If there was any way that that plumber determined that that crack in that pipe was not caused by him cutting it, I would pay the plumber and the repairs. The plumber was here for two minutes. He said, "There's no way you did this. There's no way this was already here." He did that then turned around and said it was like that when he got here.

American Home Shield ended up sending another plumber. We had to cut a hole in the other bathroom wall to get to this valve. The other plumber fixed the leak and replaced the valve. American Home Shield paid for that and they also paid my neighbor to patch the wall. It was a good result but we shouldn't have had to go through all of that.

I've been with American Home Shield for quite a while. My wife and I had them as our home warranty years ago. After my divorce and when I bought my own place, I just kept them. The biggest issue is they work with not well-known contractors, and a lot of times, it takes them a long time to get back to me to schedule an appointment. There's been many times I've waited days and haven't gotten phone calls back, and I've had to reach out to them.

Some of the coverages are very weird, too. For instance, when the pipe was leaking inside the wall and it damaged a lot of the drywall on my wall, they paid to have the pipe leak fixed, but they didn't pay to have the drywall fixed even though the drywall was damaged because of the pipe leak. I ended up paying extra money out of my pocket to have extra drywall repaired, which doesn't make sense to me because the drywall was damaged by the water leak that American Home Shield covers. All they said was it's not covered under my plan. So, they're just gonna come out and repair the water leak and leave holes in my wall and wait for me to come up with the money to have the drywall fixed.

Another thing is I haven't had a lot of things that I've had to have repaired, but their service fee is 125. I had a pipe in my basement where the dirty water drains out. They got clogged up, and I have a guy to come out here and just snake it out quickly. He was here for 10 minutes, and he was out the door, and it was 125 bucks.

The next day, they called and told me they couldn't get the part they needed. The first time was on Thursday, so now it's Friday. They still needed to order the part, and it's not going to be there until next week. When the part came at the end on Wednesday the following week, they called me to try to schedule an appointment again. They finally got a day later to my house then they told me the part was wrong. It's been about a week and a half with me without gas. At that point, I said, “If you guys give me the money back, I'm just going to do it with someone else because I need to get this fixed.” Sewer Medics didn't do it. They denied the refund, so I called American Home Shield and tried with them, but they couldn't do it either.

I ended up waiting a couple of more days, and they finally came, but they didn't have parts. They needed to get more parts to adapt the wrong part and to fix the situation, which they end up doing. So here we are, two weeks later and they finally fixed it with a bunch of adaptations to the wrong part. They never called me or gave me any money back, so I was really disappointed with them on the whole deal. When suppliers make you pay in advance, you expect a service in return but they could not hold their work. I feel like they took advantage of me, because they made me pay in advance and they left me without service for two weeks. I have my own business and I know how it works, and that's not the way that people manage with their own business.

Home Shield was really understandable with me, and they tried to help me, but the supplier was terrible. Getting my money ahead of time tied my hands because they didn't want to do a refund, so I couldn't call any other plumber. They were holding around $1,000. American Home Shield is always helpful with me, and they try, but I was disappointed that they couldn't manage the supplier they picked. When they asked me if I would recommend that supplier, I told them, “If I were you, I will not use him anymore.”

The second technician that AHS sent said that the dryer needed a part, but the dryer was already 25 years old. After that, it was constant back and forth. American Home Shield said they shipped the parts to the service company, but when we tried to contact the company, nothing moved forward. It took about seven months before the dryer issue was finally resolved, and I was taken through multiple changes during that time.

I believe the delay happened because the technician told his boss that I had someone else look at the dryer, which was not true. His boss then contacted American Home Shield and claimed that someone else had worked on it. I’ve been with American Home Shield since at least 2012, probably longer, and I’ve always relied on them for this reason. Eventually, I saw an email from American Home Shield telling me to shop for a replacement appliance. I was shocked and relieved because I hadn’t heard anything for so long. I’ve been with American Home Shield for many years, and I know people complain about them, but I’m a single woman in my 80s. Calling outside contractors is expensive, and I don’t know who to trust. A plumber can charge hundreds of dollars just to show up. I trust American Home Shield, and that’s why I continue to use them.

The contractor came back again and said, "I know what it is now. It's gonna work. Just give it a day." He did it, but it didn't work. I called him back but he said to call American Home Shield. About the fifth or sixth time that I called in, that was when American Home Shield started to tell me that there was nothing they could do. I've used my $2,000 and each appliance is worth $2,000. The only thing left was $50. There was not even a trade-in and I didn't even qualify to get a replacement. When I went to talk to American Home Shield, they said the contractor said it could be fixed and they bought parts. But they didn't buy parts. I bought parts.

For the my main refrigerator in the house, they put different parts that it didn't even need, and it still did the same thing. The bottom leaks. One of the other guys said it was building up mold. They also said I need another door and to call American Home Shield back. I called them back and when the repairman came back out, he said what he was gonna do and he needed to order a part. Weeks passed by so I called American Home Shield back and they said they couldn't do anything about that because the part has been discontinued. They also said they don't have a replacement because I ran out of my $2,000. They could only give me $200.

I've been with American Home Shield for a decade but I can't even go out and buy a refrigerator because they can't replace the refrigerator. I'm out of refrigerators and all they can give me is $250 for two refrigerators. I'm very dissatisfied. The customer service people that call are nice. They try to call the people and see what's going on. But it's obvious that they are programmed as to what they say. American Home Shield is a scam. They keep sending people out till it's no more. I had a washer and dryer that went out and they replaced it. But I guess they don't do that anymore. They just work that $2,000 down.

I figured AHS sends out people who are not professional to come out to work. The second team that came out asked me. I told them those who were sent out at first. The facial expression they gave me said everything. If you think by American Home Shield's name, everything is covered, and then something happens, and they tell you after the estimate, it was not professional. They have to determine if the damage is naturally caused and what is not because only one of the services I requested was taken care of. Since it was dripping on the floor and I tried to tape it, AHS said I shouldn't have. So, I tried to fix it. It is not natural. I have it there just the way it is, looking for a way to fix it myself. I would tell others about the customer service, and they should see if AHS is something they will be interested to do. If you have damage, it's gonna depend on what it is before AHS will take care of it.

Our communication with them couldn't have been any better. We received a text message letting us know that they had to order the parts. Then we got a call from the technician letting us know the parts were in and gave us a timeframe of when they'd come back. After the repair, the dryer has been functioning perfectly. There's no noise, and it's heating like it's supposed to. I wish the price was lower but in spite of that, American Home Shield is still a good benefit for us. One would feel they're spending this money every month and question what is it going for. In our case, we had to pay $32 for a new dishwasher. You just gotta trust the process and know that in the long run, it's the best deal. American Home Shield is well worth the money.

I reached out to American Home Shield after the second visit to explain what happened, but all they told me was that based on the tech's report, they couldn't help me. So, their customer service wasn't really helpful. Also, Ukon Appliance was the contractor and if you look them up on Google, they have 1 stars everywhere. In the end, I had to buy a whole new machine by myself. So, setting up the claim was kind of useless.

That incident bothered me. I looked at how much I've paid into my warranty and and I don't think I've gotten my money's worth out of my warranty. I live alone and there's not a lot of wear and tear in my house. So, I need to cancel my warranty. It doesn't cover all that I think it covers. Right now, they're offering for somebody to come out and do the fall and the winter tune-up, but they don't really advertise that. They have a lot of new stuff that I didn't realize they had and I don't know if there's a better way to get that out to their customers. For instance, they have a service now where they'll put in doorbell cameras. I struggled with that last year as I needed one installed and I searched all over. Then I went on their website and I found that they could do that. Had I known that, it would have been so much easier. All in all, AHS would be a good service, but I don't need any of those things right now.

When my washer was out, AHS sent Atria to check on it. They said that my controller is basically broken and that we have to replace the part. They ordered it and as soon as it arrived, they came in and installed it. Everything was done very quickly and efficiently. They did a really good job, I was very happy with the service. AHS took less than 24 hours to respond from the time I filed my claim online. But there was a time when I put a ticket on Friday before a Monday holiday and they were closed, then it took longer. But as soon as they got open, we got in contact, arranged the appointment and then they showed up as they said they would. Overall, they are very efficient and not wasting time.

American Home Shield sent me a thing saying the job was approved, but there was one thing I had to pay for. I was out with friends at dinner and the AHS phone app was down. I didn't enjoy the dinner with my friends because I was continually trying to get on the app. So, then I called them. I went outside of the restaurant in the cold 40 something degrees, stood there and talked to the automated system. The automated system can't fix problems, so then I said, "Speak to a representative," and it said, "I'll transfer to representative." I sat on hold and after 20 minutes and freezing, I hung up and went back in the restaurant. When I got home, I got on my computer, then I was able to access my account and approve what they were asking for.

American Home Shield sent the approval back to the heating company, but it's all done by computers and all they see is an approval. They don't see that I'm a senior citizen. The tech saw me when he came out but he didn't know the job was approved. It's gonna get below freezing here Sunday and Monday and nobody's contacted me to say, "We're gonna come out and fix this right away." Right now, I haven't had heat in my home for two weeks.

It seems like customer service since COVID has went out the window with everybody. With American Home Shield, I gotta make phone calls to figure out what's going on, and when I call them, I'm on hold forever. Plus, when I've had to call them in the evenings, I couldn't get ahold of them. This has happened quite a few times.

I've talked to the techs that come out over the years to fix things, and they said American Home Shield's a good company for them to work with. I also don't have a problem with home warranty company. I just have a problem that I can't get ahold of them when I call them. This is something that just happened in the last year. I've had American Home Shield about five years now and it used to be that when I call a man, I'd have somebody one or two minutes after being on hold.

Generally, I've got some mixed feelings with American Home Shield. On some occasions it's been really fabulous. However, I've been uncomfortable one time when I had them come out and do a dryer service. My dryer was messed up and they said that they wouldn't do anything with it. They couldn't repair it and they wouldn't replace it. They said there was too much lint around the outside drum, a part of it that I can never see and never get to without taking the dryer apart. And I was quite uncomfortable about that because it seemed like they were just avoiding the situation. That one was truly disappointing.

And then some of the stuff around the air conditioning repair, I clearly understand the price of the coolant that goes into them. But a few years ago, they had some folks that were coming out and they were overcharging for the coolant. They were saying they were using more than they actually were. And that made me really angry because I went to the point of weighing the guys’ Freon container before and after. And he charged me more than my air conditioning unit would even hold.

When I called to complain to American Home Shield, they were not supportive of that. And I even took pictures of the scale that I had before and after. And that led me to believe that there was some complicity. I think that the company is too big to be complicit in something like that, logically speaking. But something was wrong there. So, I'm hoping they got rid of that company. Except for those two occasions, I've been very pleased with American Home Shield.

It took about a whole month before we were transferred to Sirius. They did very well, and the plumber was able to find the gas leak.