American Home Shield Reviews

I've had real good experiences and twice I didn't. Not that the issue wasn't taken care of, it was just drawn out lengthy before it was finally resolved. One of them was on my microwave. That aside, it's always been expedient and the technicians have all been professional. That experience has always been great.

Sears came out on a Saturday and said they were gonna order some parts. They ordered the parts and moved us back into Tuesday. A guy came out, put the parts in and said the ice maker should start working. But it didn't sound like anything was going. He said it would take all night for it to kick on, but nothing happened.

I called him back the next morning and said the ice was still not being made. They sent another guy three days later and when the guy put the little piece that they ordered, I asked him, "Shouldn't you troubleshoot it?" Nobody came out to troubleshoot it at all. Another guy came out and I showed him the part that they replaced. He said, "Oh, well, if it's not those parts, it's probably this part right here." We ordered that part and it took him another six days. So I was without ice for three weeks.

The parts arrived and I had an appointment scheduled for Thursday that week, and all of a sudden, it got changed to Saturday. I had moved some stuff around trying to make it on the Thursday appointment. So, now, my Saturday's blown because of the 10-hour waiting period.

I totally get the window part because they can't anticipate how long the previous job is gonna take. But most places give you somewhere from a two to a four-hour window. So, I'm stuck going to this house and waiting. I'm looking at the website and the Sears and by 6 o'clock, which was the end of the window, nobody came.

I tried to call somebody at Sears, and I never got a live person. I got this chatbot that didn't tell me anything different than what was on the website. When I finally somehow got a person, they said that the repairman was coming. I waited till 7:30 that night. I was there since 7:00 AM and he never showed up. So, my whole day was shot.

I rescheduled for the following Saturday and waited and finally, he showed up about 4 o'clock in the afternoon. All he had to do was put the new heating element in, but he said the heating element's working and replacing it could create a situation with leaks down under the dishwasher.

I sat around again for nine hours for him to tell me that he didn't have to do anything because I installed the spinner. It was the most frustrating experience I've ever had in my life. Sears gave me a special number to call, and that number didn't go where it was supposed to go. AHS should think twice about Sears being their primary contractor. In the past, I've gotten generally a pretty good turnaround, which is why this was so shocking.

When I told American Home Shield, I provided them with pictures and additional details, and they said they'll just have to stand by the original assessment. I requested for a second look, and they didn't really act on it. But overall, they're pretty good.

Recently, I filed a claim for my washer and dryer to AHS. The washer was just unstable and it was cycling through loops. The dryer would just intermittently shut off randomly. Somebody from Amtech came out, assessed it and I found that it needed some parts to be replaced. They placed the order and when they got both of those together, they communicated when they were coming out. Then they came out and did the repair. Amtech is pretty great.

Most recently, our AC wasn't cooling like it should. Everybody who came out after I filed a claim to AHS was more than professional. The young man was very knowledgeable. They provided the service but we had to pay. But it could have been worse. Other than that, everything was done in a pretty quick manner.

When the fuse blew out again, I went online. They said, “Are you filing a claim based on an issue not being fixed?” I said yes. There’s a drop-down list of items that you could select, but for some reason, the dryer wasn’t there. Because of that, I couldn’t submit the ticket online. I tried submitting that way two more times, but the option for follow-up just wasn't there, so I had to call in. This time, it didn’t have a long hold time when I called, but in the past, sometimes it did. That would be my only critique.

The other issue is the washer. We’ve noticed since we use it regularly that it’s been thumping. The contractor said it’s a broken counterweight from excessive usage. American Home Shield denied the claim based on them saying it’s our fault. If you google the same washer, you’ll find that it’s a major issue on that. Plus, we’ve only used it for 45 days.

They denied the claims, but I paid $100 each time for someone to come out. I still have to pay for a brand-new hot water heater out of my own pocket. They didn’t even offer to reimburse me. If I want to appeal, I have to pay another $100 for another visit. And when I asked them the last time if I can get my money back and cancel my warranty, they said no. It’s the biggest scam ever. I’m really debating on filinga a suit against them.

On the last thing they did, they’ve been pretty straightforward. It’s unresolved and I’m waiting on Sears to resolve the matter. It’s not poor service, but it’s also not amazing. What’s frustrating is the repair time is the whole day, 8:00 to 4:00, and I’ve expressed that to both American Home Shield and Sears. An entire day of a window is not super flexible for most people. Outside of that, they’ve been fine.

The technicians need to be vetted more. I needed a small repair on a dishwasher. I told the tech what the issue was, but he didn’t fix it the first time, so he went back out again. I’m paying a monthly fee and a deductible, $150, to have someone come out. It’s not being repaired the first time, so I have to call back a second time a week later, two weeks later, to get it fully resolved.

There’s also been times where the problem wasn't resolved. A few years ago, a tech came out and did shoddy work. They weren’t able to track the gentleman down. I had some water issues in my previous property, and the plumber didn’t fix it. Instead, he told my tenant he could fix it for this price. He took some extra money from my tenant and fixed nothing. I reported it on Better Business Bureau and called American Home Shield. I never got further clarification on whether or not he was terminated, and it was never resolved. They had to go ahead and hire a second contractor to fix it. That was rather frustrating.

The contractors that came out were friendly and knowledgeable. I have had interactions with customer service because when it comes to plumbing, they have to cut through Sheetrock. There’s a repair that has to happen after the actual plumbing has been repaired. When I call them, they respond pretty quickly and set up time for the Sheetrock people to come out. They usually fix things pretty well. The way they do it is that if they cut through Sheetrock, they leave for a week to make sure that the problem doesn’t reoccur. If it doesn’t reoccur, then they go ahead and close everything up.

The only thing I would say is sometimes it’s very hard to understand what people are saying. I don’t know if they’re using outside call centers, but you can’t really pick up what they’re saying. That can be a bit of a difficult thing. I have had issues with them in the past, they were a bit worse. I’ve had them for going on 20 years now, and back then, there was always an excuse why something couldn’t be fixed or why a problem was my fault. It used to be difficult for them to acknowledge that something fell under their contract. However, I’ve noticed that in the last couple of years, they’ve been a lot more responsive.

I do have a complaint. I had a refrigerator that couldn’t be fixed and AHS was gonna replace it. It was shipped to some place and they never called me. I drove out there and it was an abandoned warehouse. No one was there. I called American Home Shield and said it was abandoned. I emailed them and they called back saying they could set up a time to bring it. Well, they didn’t show up.

I got a text saying it had been delivered, but there was nothing at my house. They had the invoice with my signature on it, but I didn’t sign it. That’s still going on, I still have my refrigerator here. That was a horrible experience with American Home Shield. I called after this and the rep said she would give me a call back within two hours. It’s been two weeks, and they still haven’t called me back.

I would really appreciate some feedback if there is a process to really expedite the urgent things. There are certain things that should be more expedited rather than for me to wait a few days. American Home Shield needs to create an allowance and put some guidelines on how to get paid back for an emergency service that I could not wait for them. I have the platinum plan, the highest, and I’m paying higher monthly premium, but I’m paying out of pocket. Doesn’t make sense. There should be a tier where you have an emergency fund. They have been a good partner, but what does it matter if you have the best contractor in the world if you cannot get them in?

He was sent out for the first job, which was the faucet in the bathroom sink, and he spent as little time as possible on the repair. My tenant let him in, and by the time I got there, he was gone and had told the tenant it just needed to be tightened. Later that day, the tenant called me and said it's still leaking. He came back a second time, and this time he said a valve needed to be replaced. And he replaced it wrong and created a second leak instead of fixing the first leak. So we told American Home Shield that we don't want this guy sent out anymore. They allegedly put his name on a list so that he would not be assigned to us.

Two weeks later, we had the garbage disposal problem and they assigned him to us. I called back and told them that we already said we don't want him. They said okay, but then they couldn't find anybody else, so they assigned him back to us later. And we had to escalate to the executive relations team for them to give us outside authorization so that we can go and hire our own plumber.

They make it a hassle to get reimbursed for that too. You have to have an authorization number. You have to get through their maze of telephone punch in this and then punch in that. We've put up with it over the years because we have rental properties that we knew there would be appliances in particular that would need to be replaced. And so we've actually benefited, but it's taken years off my life, having to deal with it. The money is a far cry from what would compensate me for the hassle, so we've canceled some of our warranties with them.

We've kept some of the warranties, the ones where we still have appliances that we're pretty sure are gonna need some work. And in our primary residence, we had a new oven, air conditioning unit, boiler, cooktop, all that they installed. So we felt like we got what we needed and were willing to cancel the contract. But they have a horrible system and they make it purposely difficult for the customer to navigate the system so that people basically just give up.

In the past, I had several issues with the contractors. American Home Shield should have more knowledgeable people and people that are actually in the area of the home. They have to make sure that the contractors are aware of the issue and have the experience to deal with it.

I also wish that they would inform me before they increase the monthly fee, because I was paying $79.99 and I’m being charged $83.99 now. I did not receive an email or anything letting me know about that. They just take it out of my account because I have it on auto draft. It happens every year, and I’ve told them that in the past, but it still continues to happen.

I found out I had a leak in my sewer system. The company gave me $354 to find someone to do the work. Of course, the money that they gave me wasn’t enough to find somebody because they have to dig up my floor. I had some faucets that needed to be replaced, and they sent me checks for that. I still hadn’t gotten those fixed because I haven’t been able to find anyone. My tub had a leak too, and they couldn’t find someone, so I called someone on my own. They said it needed to be re-caulked, which my grandson ended up doing. I went on YouTube and I was gonna try to do them, but I take care of my daughter with disabilities and my husband who is deaf and has a brain tumor. I really don’t have the time to do it myself.

The customer service is usually pretty good. If I have a problem, I’ll call them. Their people are patient, courteous, and professional, but some of them are reading from the book. That’s sometimes annoying when you wanna talk to someone that’s real and know how to answer your questions without looking in the book to find them.

I had an issue with my central air and an in-wall unit in my daughter’s room. It was staying very, very cold only in certain areas. The guy who came out didn’t find anything wrong except for the fact that I needed to change the filter. I was under the impression that I have change it every six months, so that’s what I was doing. The guy told me it needs to be changed every 30 days. I had to replace the filter in my central air, while the in-wall unit just had to be washed. The young guy was very knowledgeable and polite. I’d use that contractor again if I needed to. Since he came out, it went back to normal.

It turned out the contractor wasn't submitting their reports to AHS for three weeks. I had to contact AHS almost every other day. I reached out through chat and calls. I asked them if they can stop the payment of my fee to the contractor.

I have a very negative perception of the technicians that American Home Shield uses. With my recent issue, they were very fast in diagnosing the issue. What I didn’t like is they told me how much it will cost me if they repair it the next day. They even asked me to fill out a survey. The technician clicked 5 stars and told me I can just write my concerns down so AHS will read them and address it. That doesn’t make me feel comfortable as a customer.

I trust American Home Shield. I don’t trust the contractor. AHS has to be the one to tell me the diagnosis and how much they will cover and the cost if they won’t cover it. This is second time I used them. The other claim went very well. With this one, I’ve been waiting for a long time and I don’t know what's happening.

My AC system wasn't cooling to where the temperature was set. I filed a claim through their app, which is easy to use. I got a call to set up an appointment, and the contractor came out. I wasn’t really happy with their diagnosis, and what they wanted to do didn’t make sense to me. I felt they were just trying to get money off of me. I called around and ended up paying a different company to come out and do the work, which was a lot less expensive than going through American Home Shield. I’m disappointed with that. When I reached out to them, they didn’t care. They’ve got people from other countries that are handling their stuff. I felt I’m just a number to them.

The contractor sent by AHS wasn’t actually able to repair my AC, so they cashed me out instead, and the AC ended up being serviced by a company I contacted. .

Overall, American Home Shield satisfies everything I need. They’ve been very helpful in 100% of my issues, even this one. They understood my issues with the contractor, and so they cashed me out and I was able to get the AC repaired. It turned out that that I made the right decision.

The contractors were friendly and good, but that’s it. I’m dissatisfied.

The tech was fine, but it’s expensive for not a lot of anything to happen, though.

I was confused though and got concerned, when American Home Shield sent me an email after the repair which made me think that we were gonna have to pay more money. They sent two emails telling me that they were calculating the balance, reviewing our claim, and they would let us know if we owe more money. It didn’t make sense because that’s not how our policy works. We paid the deductible once the order was placed. Then they never got back to us.

To not have a fridge in your house is pretty inconvenient. I’m at the point where me and my wife are actually going today to just buy a new fridge. We’re at the point where American Home Shield is not going to replace it or pay us for it, and the contractor can fix it. Overall, the price for the American Home Shield gold plan is reasonable. We pay for the full year, so we don’t feel the impact of the price.

When the AC was not cooling, J.E.T. Mobile Engineering Services came out, and they were very friendly, very quick, and efficient. He needed to clean out something, checked to make sure that everything was in working order, and checked the line to see if it was frozen. Everything is operating excellent at this moment. AHS is very reliable. They’re very quick when you have an issue.

However, I have another work order that’s been out there for about two months. The guy replaced every part in the dishwasher and couldn’t get it started. I’ve been without a dishwasher for about three months now, and I’m just waiting to hear back to see if they’re actually gonna give me a brand new dishwasher.

Almost every work order I’ve had, I’ve had to call back and ask what the status was. I have to do it online, then I have to follow up with a phone call. It’s still an issue trying to get things resolved in a timely manner. I’ve been in this house since 2013, and it’s been a lot of negative stuff with American Home Shield, but it has improved.

The heating and air conditioning company kept calling to make sure I knew they were working on it, since they had to order the units and were waiting for them to arrive. The price has gone up a little compared to when I first started about 20 years ago, but it’s still fair. Since the repairs were finished, everything has been working perfectly.

I got the warranty with American Home Shield because I needed a quality company to insure all of my appliances. I like that you can go ahead and put your request on an app where it’s very easy to do. You don’t have to be on the phone, waiting for a representative or be on hold. I would recommend them because their timing was very quick. They got back to us immediately, and a representative called us right away and told us when they would be out.

So, we talked to my husband. And even I upgrade our service with AHS to see if that will give it a little bit of more. I would really like it to have a replacement. But they gave me the stuff, and they were very helpful. They were more helpful than the previous company. Because the previous company was like,Oh, no. Just use the hair dryer to help you. And that was the solution they gave us.

When I talked to AHS, I said I really don't want the same person to come back again. I want something different. And that's why they send this to another company. As I said, everything I said to them was more, we will repair it, but do not do what the other person told us to do.

I’m a senior citizen, and I have things that need to be done. My faucet came out of my hand last night and I just pushed it back on there and turned it on. As long as it’ll work, I’m all right, but it has to be taken care of ‘cause I hate to wait until it just completely gives out. That’s why I make sure I make my payments so if something gets really bad, I know I can call them.

I pay $54 a month. Then, I have to pay $130 for somebody to come, and wait two to five days, they could have improved the wait time. And every time I talk to their customer service, I have to really listen and understand what they’re saying because they’re foreign.

I would still recommend American Home Shield. It’s just that they need to let people know that we’re liable for any type of code upgrade since my policy says everything is covered, including pipes and all that stuff, but the rest of it wasn’t covered, which I didn’t appreciate. At the end of the day, I’m glad I didn’t have to pay over $3,000.

I've had American Home Shield for several years, but I don't think it's worth it because I pay 100 a month, over $1,000 a year, and you still have to pay when they come out. The appliances cost less than that. I don’t think they’re really worth it. I'm basically throwing my money away. So I'm considering cutting them out because it's too expensive.

American Home Shield is fantastic. The claims are settled within a day or two. One time, they sent a worker out for my fridge and they didn't fix it. But the second guy they sent out was just more knowledgeable and he fixed it right away.

They did a check recently on my air conditioner. It was a free service to have it checked it yearly. They couldn't fix my dishwasher because it was too old and they couldn't find parts so I got a new dishwasher.

One time, they came out and they worked on my old refrigerator. I kept hoping they would condemn it because it’s 20 years old. But every time I get a technician they say the older refrigerators are better than the new ones. They last longer. The technician came back after two weeks with the parts, fixed it, and now it's running great.

I usually wait till I've got two or three things to file a claim for. It's $100 per call, so if I did two or three appliance claims, then I'm gonna be paying 100 instead of 200 or 300. They're always very positive and very helpful. My concern is that they let me evaluate at the end if I was able to understand them.

Every one of the contractors I've ever had has always been very personable. But there were a couple of guys who came one time who refused to move my refrigerator. I called and complained, and they sent someone else out and he move my refrigerator.

I live in a senior complex with lots of limited-income people, and I recommend AHS to everyone. Because if you get a $700 leaky sink, they can't afford it. So, if you pay your 40 bucks a month, then it's $100, and they'll fix it.

AHS was going to get a second opinion, and they said if he’d say the same as the other guy, then it needs to be replaced, which I agree with. They made an appointment but nobody called me back. I was working four days a week, 10-hour days and I couldn't be home on the schedules they set.

I tried to call the company that they assigned. I got hold of some woman, and I couldn't hear anything that she said because kids were screaming in the background. Since I was busy, I had an outside plumber come and he said he will only have to replace 6 inches of the pipe and not the whole house. It cost me 1500 in total.

I tried to cancel my policy because my home was sold, and they couldn't do it over the phone for some reason, and just hung up on me. They said they were gonna call me back, and nobody called me back.

I called and, within a couple of hours, got a message saying they had assigned the claim and the person came out pretty fast. I was really satisfied. The technician came in and introduced himself, but he was mainly working. The dryer’s working very good now with no problem.

The technicians they send out are also good. They do what they're supposed to do. But if something happened on a Friday, they're not going to get back to us until a Tuesday on the earliest convenience whenever they make the appointment.

I only had one issue -- it wasn’t really an issue, but I sent for a plumber out once. He was an apprentice, but he was with an actual plumber who was great.

AHS should not keep a contract with a company that has hundreds and hundreds of complaints against them for not showing up or doing repairs properly. The same company charged us $1050.00 to upgrade our furnace and did not bring it up to code as required. I plan on filing a complaint against AHS and Melton Plumbing with the BBB and the Attorney General's Office.

I’ve lost hundreds of dollars in spoiled food, have been living out of a cooler, and my health and mental wellbeing have been affected by the ongoing stress. Their customer service representatives offer apologies but no action, and their contractors are inconsistent in communication and professionalism. While I appreciate that my $100 service fee was eventually refunded, this experience has shown that American Home Shield does not prioritize customer care or timely resolution. After this ordeal, I cannot recommend their services to anyone seeking dependable home warranty coverage.

I've called AHS three times and they always say Sears will wait for 24 hours and will give me a call. I checked in with Sears but they have no work order. They said they will be here on a Thursday. I waited all day, nothing. I then waited a couple of days and I called and they said there's no work order for Sears to come out and work on it. Other than that, the claim process was good.

But right now, we can’t tell whether it’s working yet or not because they just left a few minutes ago, and the temperature in the refrigerator is off because it was open so much. So, it could take a few hours to stabilize. The only thing we had to do is they asked us to resubmit to Home Shield to get them to come out a third time. We didn’t get charged for it. It’s just some procedural thing, maybe because the ticket got closed.

We’ve been with American Home Shield for more than two years. And one thing we like a little more is having the option to choose what place fixes our stuff. Because with this one, we felt like the first technician who came the first couple of times wasn’t qualified to fix it. And the third guy, the guy who came this time, is different, and we think he fixed it.

And so, I don’t know whether we can choose which companies will come. But with the first guy who came for the refrigerator, we think he knew what needed to be done. He was trying to charge us for parts that we knew were covered by the insurance. But the way that he addressed the situation seems like he wants to charge us. And he was not very honest when he addressed the situation. The part was covered by the Home Shield.

And then, we had a similar situation with a plumbing thing twice, where one of the plumbers didn’t seem to know what he was doing. They said that it’s not covered by AHS, and that we’re gonna need to pay extra. And it seemed like they were trying to make side money on the thing. And one time, we just told them, “No, this is covered.” And then, they fixed it. But he tried to convince us to replace the whole system, instead of replacing one part.

So, sometimes you have a not-so-great experience with a company. Maybe you wanna try someone different the next time, if that’s an option. But at least from my experience going on the website, they say who’s gonna contact me. And so, we’re a little disappointed one time because it’s that company again. They don’t work good. But then, thesecond time they came through, they were good. The first time, they were bad. And the third time, they were bad again. I guess it’s just which technician to get out of them.

I understand that technicians are gonna be different and that’s a whole different experience. It’s just that we haven’t used Home Shield that long, but we’ve been in Vegas for a couple of decades. And so, we know that certain companies are good and certain ones have not been good. And sometimes it’s based on people they have with commissions and they try to upsell you. And other ones, they don’t do the commissions. They pay their guys well, so they’re a little more honest.

On the third visit, they finally had the correct parts and were able to fix it. But they only replaced the squeaky wheel. Every other service provider would replace all four wheels. I wasn't happy about that. There was something broken. When I pointed it out to them. They said it was okay. So I had to tell them that if it’s broken, they have to fix it. This service took a lot longer than I hoped for. They didn’t even apologize for the inconvenience.

American Home Shield is the lesser of all evils. I stuck with them because I had some familiarity with them in the past, and they have a little bit more coverage. But every time we turn around, they're cutting back. Before, they used to cover things for $4,000. Now, if you read the fine print, the $4,000 coverage in the past, with the same rates, has dramatically dwindled down to $1,500. They put all kinds of restrictions and everything else, so that you can't use whatever it is. I'm just lucky that the things that have failed on me have been simple things. It's more fine print than ever before. You have to read through the qualifications for the repairs with a lawyer to make sure that things are covered.

We found out that an evaporative unit wasn't draining. The tech blew the pipe out and it started draining. We thought we're good, but then it did the same thing. He had to come back out and replace the valve, and that fixed that issue. Then the same unit’s outside fan was not turning when the cool was engaged. He diagnosed it, and as soon as he had opened up the access panel, he knew I had a bad capacitor. He switched it out and we were done. It’s been working ever since.

It was a pleasant experience all three times with Myers. We got the same tech, too. My area is remote, about 55 miles east of Birmingham. Myers only comes out here on Tuesdays and Thursdays. But despite that, the last time I called them on a Friday and they came out the next Tuesday. AHS was good as far as scheduling the service and following up. Overall, I would recommend AHS. Their monthly cost is very competitive. I had a home warranty with another company and it was costing me $125 a month. AHS is $35 a month. That's not bad at all comparatively.

I never did hear anything from American Home Shield about the parts, if they’re going to cover it or what to do. I had to call the contractor myself to find out what the deal was. He told me the fan did come in, which I did not get a return call letting me know. I had to make all the decisions as far as calling and finding out what’s going on. I’m very disappointed. It hasn’t been fixed yet. He’s supposed to come out with the part and fix it.

I’ve had American Home Shield way too long. I think I’m gonna quit ‘cause you’re not like you used to be, you’re not covering anything. The three things I’ve called about, you’re not covering any of them. I would not recommend American Home Shield to anybody right now.

I had an issue with the dryer, and the contractor came and said that it looked okay. He told me that I needed to clean the outlet where all the lint goes, which we did, and it still did not change the performance of the dryer. So, we ended up replacing the dryer on our own. The contractor was really underperforming. To be fair, our garage door opener did fail, and the contractor came out to fix it, so that was replaced under the coverage. I feel like I spent more money than I got.

In terms of American Home Shield’s customer service, they were very responsive and quick. The people they sent out were good, so it’s just the coverage that was disappointing. I would be hard pressed to tell a friend of mine to use American Home Shield again.

During all of this, I couldn’t get ahold of American Home Shield. When a representative finally called back, they were able to put the parts in it three weeks later. The same thing happened with my refrigerator and a plumbing issue. It took around two to three weeks each time to get someone out to fix the problem. You can’t get ahold of anybody and there’s no communication at all. The people who they have servicing these things are terrible. These are companies that I would never call.

The next time we called them out, the sink was in a new home. We’re not used to the disposal. I basically put some potato peels down the garbage disposal, and I thought I’d gotten them all taken care of. It ended up plugging up the kitchen sink. The plumber told me potato peels are the one thing that you really shouldn’t put down there.

The second time, I called them out for that same thing. It got plugged up again, so he came out and he unplugged it for me. And the back toilet, I had also called it in with that call and said that the master toilet was still flushing real hard. He replaced something and everything is fine.

I’m happy with AHS but the only problem I had with the sink was they couldn’t get someone out here until four days later. But it was fixed, so I was unhappy with that.

They agreed not to do the work. The next three contractors that came were the same thing. They didn’t want to do the work because it would entail two people which the contractors couldn’t spare.

I had contacted the manufacturer that made my oven. They told me they have a guy that I could call who works on their units. The technician was not really far from my house, and he agreed to come out.

I’ve been telling American Home Shield the whole time that I finally got a person and was asking if the warranty would allow him. I kept calling back and sending texts, but there’s no response. I get a different person every time I call, and they were from offshore and had a real heavy accent.

I finally asked American Home Shield for a cash in lieu so that I could get my own guy. They’ve already wasted over a month sending people out, only to find out they didn’t wanna do the work. They representative said they were gonna discuss and figure it out. I waited over a week then called back, and they said it’s still pending.

In the end, the warranty agreed to cut me a check that was way below what the actual repair would cost. It wouldn’t cover the parts. Take it or leave it, basically, is what they said, so I took it. I paid out of my pocket for the service call fee, plus the additional fee to get my ovens fixed. The oven works fine now.

The guy came out and was able to do everything, and even calibrated my ovens. It was wonderful. The other guys from American Home Shield, one of them didn’t know what he was doing. So, I think I gotta say goodbye to American Home Shield.

It was like that when I did my air conditioner the first time. The blower motor was bad. The guy who installed it told me to go through my home warranty service to get it replaced. I called American Home Shield and made a claim.

The contractor who came out tried to sell me a cleaning service for the fan blades before they would do the work. I told them I don’t want it and will clean the fan blades myself. They insisted that I buy the cleaning service or else they wouldn’t be able to work on my air conditioner.

So, I paid $400 for that. It cost more, but I negotiated it down to something lower. They finally replaced the blower motor and did the cleaning.

I didn’t wanna fight with the warranty but I kept fighting with them. So, you could see my frustration with American Home Shield, especially the ovens. That was horrible. During those times that they come out, I had to wait and stay with them the whole time. It just ruined my day. If they could change their ways, maybe they’d be better.

Although the guy wasn’t able to fix the refrigerator, he was still able to take care of the washer and dryer. So, I’m very happy. I’m also really happy with the customer service. They called me before the technician came.

The representative told me it would take five to seven business days. I’ve been calling them all week asking for an update on when the part was coming, but they wouldn’t return my call. I called American Home Shield and they couldn’t reach the contractor either. They also couldn’t get me a new contractor.

The first contractor canceled my appointment because the part hadn’t arrived yet. I called American Home Shield on Friday, but they couldn’t do anything for me till Monday. They said I have escalated the situation, so I have to wait for escalation to call me back

Escalation didn’t call me. Also, it’s hot and I have a child here who has asthma. So, I called them on Monday, paid another service fee, and got another contractor out. The PRECO technician had the part in his car. The technician said it’s a universal part so he didn’t know why the previous company didn’t have it.

So PRECO called American Home Shield and they told him it’s not covered. I waited two weeks for my air conditioner to be fixed. They could have told me that it wasn’t covered when the first contractor came. I could have just paid for it myself and got it fixed the next day.

I ended up paying the new guy, sending them off, and canceling American Home Shield. It caused me a lot of anxiety and my family suffered. It was an absolute nightmare. American Home Shield offered me no help. They did not care.

I understand they deny claims. But for me to wait two weeks on a part then tell me my claim is denied, it was unacceptable. It’s a terrible company and I wouldn’t recommend them to my worst enemy.

Every time you call the warranty, it takes 30 minutes before you even get to talk to somebody. Then you talk to somebody, and you’re on the call with them for an hour. The customer service representatives are rude.

It felt like they knew I was at their mercy. They knew what I’m going through and what they’re dealing with. Even the escalation team, they didn’t care about my situation.

American Home Shield has increased their prices since I signed up. I started off at $69.99 and after six years, I was paying $139.99 for the same coverage. My deductible went up too.

American Home Shield did cover a few things for me. You pay a service fee, but it’s a 50-50 chance that they’re gonna cover it when you call them. It’s not worth it. I can just put the money in a bank account and when something breaks, I’ll just fix it myself.

Over the years, I’ve met some crazy people that just wanna hurry up, get in and get out, and not necessarily do the best job. But American Home Shield have always stood behind the claims. The technicians always come back and fix it if the people don’t do it right. So, I can’t complain.

The warranty used to be reasonable. Now, it’s a lot more expensive, two or three times more than it used to be. Overall, it’s all right, pretty good.

I like that American Home Shield is a great service. We paid for a little bit higher than the basic program so it covered everything that we needed. They have been awesome. But I also went to their website and there's a lot of bad comments about the service contractors, which I understand why.

The plumbers ended up calling us and saying they've got somebody that can come in earlier. They showed up when they were supposed to be there. He had to replace the shut-off valve. He came in, he took care of us, and everything’s good.

I like the fact that if I call them, they get somebody. They come out and it’s taken care of. If the appliance could not be repaired, they replaced it. Paying $125 is a lot less than I would pay the plumber myself. Plumbers are expensive. We’ve had American Home Shield for 10 years. It serves me.

So, we’ve had trouble with our garage door before, and it has been worked on several times. The guy came out and said I needed new rollers. Well, the garage has been broken at least three times since then, with the brand new rollers on it. So, it’s still not fixed, and we’re still having to park outside the garage. So, we need to get someone different. 

So, I think for what we pay, it sucks. For $226 a month or $85 we pay, it’s too much. It’s close to $2,700 a year. And they replaced approximately one thing, maybe two partial things a year. For instance, last year or the year before last, it was our dryer. Our dryer is 20 years old or maybe a little more than that, and it’s not working. So, all they replaced was the heater coil. 

When we first got American Home Shield, they had someone come out because our air conditioner stopped working. So, we didn’t know what was going on. So, AHS told them what they needed to do. And the guy said that it was not going to work and that it was wrong in the state. But AHS said that that’s all they’re going to do, and that’s what he should do. So, in the end, the guy did it. And then it broke several years later, and someone else had to come in, and he was shocked at what he saw. He said that I got a split unit and it was illegal in North Carolina. So, I told him that it was AHS who did it. So, American Shield makes the decisions, and we get the blunt end of it. 

The only other thing is that when we had to replace our air conditioner after the split fiasco of the heating and air conditioner that we had, and it cost us $9,200 out of our pocket. American Home Shield only paid $2,200, and we had to pay $9,200 to get it replaced. So, that was the biggest one. But it wouldn’t have happened if American Home Shield hadn’t made the other guy put a part on there that was against the North Carolina code, and that was the reason for the whole unit having to be pulled out and redone. The other piece was our refrigerator, but they paid half, and then we had to pay the other half. But that was because we wanted to upgrade, but that part was on us. So, I was okay with that.

So, we’re trusting American Home Shield to get the contractors who are best suited to do this job, to do it sufficiently right, and we’re trusting them to do it, and not overcharge us for anything extra. But what’s happened this time was they come out, and we thought they’re gonna come out and adjust it, but no, it’s gonna be 330 some more dollars, other than the $100 that we just paid for them to come out, besides the 220 some dollars we pay a month. So, we are looking for other home warranties now.

At first, it was bad because they sent this young man out. He came in a little beat-down Chrysler van with no person’s name on it and no company’s name on it. He came in not professional at all, and he followed up at not being professional. But after I questioned AHS on what they did, they came back, and they did well. This young man from Supreme Appliance was good. He was a little older and more mature.

My problem with most of the companies nowadays is that they have these people on the phone who don't have English as their primary language, and there is a language barrier. But nothing else is wrong with them other than they give you these people who do not understand all the terminology in English that we have.

This wasn't the first time that American Home Shield didn't cover things. A couple of years ago, I had other air conditioning problems and they didn't cover those. They said that they just didn't cover the parts.

When I purchased the policy, it'd make various repairs. But obviously, when something goes wrong, it seems to me like they find a reason not to cover it. Also, their price keeps going up every year.

Recently, I put in a claim to AHS because my pool pump was going out. Filing the claim online was easy. I paid $100 for someone to come out. When someone came over, they said they couldn't do it until it went out. They said the pump still works and it was just making noises and it was heating up. If it happens to go out in another month, then that money will still be good. Otherwise, I have to pay another $100.

The people who came out were nice, but dealing with their customer service was horrible. They didn't have information, they lied, and I had to escalate multiple times. I told American Home Shield I didn't want the contractor on my account anymore.

Some technicians were cool, but other people really just seemed like they didn’t wanna do the work. One guy said I needed a fan, another guy said I needed to change something in my electrical box. It’s a brand-new house. Obviously, something was wrong with the oven. They cut me a check, I put $600 to it, and got an oven. It worked. I never needed to change anything in my electrical box. It was the oven.

I wish they had one company come out and service so they can keep track of what they diagnosed. If you send 10 different people, they’re gonna have 10 different answers. It doesn’t seem like they are real techs. I knew more than they did. That’s the only thing I would change. Currently, I’m looking to get out of my contract and get somebody else.

I have used AHS twice for the same issue with the air conditioning. The first one came up about the December timeframe or November of last year. And they came out and, supposedly, they did a cleanout of the air conditioning and the piping, so it didn’t leak. I had to call them back two days later because it was still leaking.

So, they came and did a deeper cleaning, and they managed to get it to stop leaking. So, that lasted about six or seven months. And now, about a month ago, I had an issue. They came out, they were not there for five minutes, and they said that whatever cleaning they needed to do, it was gonna cost me $1,100. 

And then, whenever I looked at their paperwork that they were leaving behind for me to sign, they said that they cleaned the pipe going out. And I know that that was not the case because you can’t do that in five minutes. So, I didn’t want to sign it. And so, I called AHS and reported it, and they gave me a credit for $125 that I paid. I haven’t even looked to see if they actually reimbursed me the money. So, I had to contract another company on my own dime and pay for them to come out and do the service that I thought I was getting with them. But on the customer side, whenever I talked to them, they seemed like they were trying to solve the issue.

Before I moved here, I had a different place, and they used to give you a two-hour window. That could be hard. But I think the window has to be made smaller. I’m sure they can figure it out if they have eight calls and I’m the eighth one. 

American Home Shield has a lot of vendors, and they told me that the smaller vendors give you a smaller window. Sears is a large vendor. So, I told them that from now on, I’m gonna ask for the smaller vendors. But they did a great job. They came out in a good amount of time, but it’s just too long a time to stay home.

The other thing I didn’t like, and I don’t know if it’s just Sears or every vendor, but you can’t contact them. So, after waiting at home from 8:00, and it’s almost 4 o’clock at night, I cannot contact them. The American Home Shield gave me their number, but I couldn’t get a live person. And probably with a smaller vendor, you could do it. So, the communication wasn’t great. 

But the representatives at AHS were good. And the price I got was also good. I got a good deal and just have to pay half the price, and not the full price, which was great.

I reach out to American Home Shield by phone and customer service has always been very difficult. I've thought about changing several times because you get people who don't speak very good English and aren't understanding what you're telling them you need done. I become very frustrated with their procedure. And I went from paying $69 to $151 but they're not covering anything different. For some place you've been with for 30 years, that's quite a bit.

My most recent experience was the final straw. On 10/10/25, sent a vendor to assess our refrigerator, which had been repaired last year for the same issue but now there was leaking of the fridge as well. That vendor wouldn't touch the actual issue but ordered parts for other issues around the main one. When I asked about get a cash out to get a new refrigerator, it was a mess. I ended up in the resolutions department asking to cancel my warranty. The resolution agent quickly ordered a second opinion to get a complete assessment. When the next technician, from a new vendor, came I clearly told the technician that I did not want to waste their company’s money or time and specifically requested a diagnostic only, not a repair, as I was seeking a cash-out option for a replacement refrigerator.

However, when I called AHS the next day, I was told that the vendor had already ordered parts, against my explicit request, and that AHS would no longer offer a cash-out. Instead, they told me I would have to accept the parts and "call back if the issue happens again". I was transferred to the Resolution Department and held for over 30 minutes, only to have to hang up when my next client arrived. During the call, I was told they would try to contact the vendor to see if the order could be stopped, but no resolution was provided. I’ve spoken to at least ten representatives during this time and only three seemed knowledgeable or empowered to help. Most seemed to give scripted responses, appeared unfamiliar with what previous reps told me or emails that were sent to me, and offered phrases like, "Sorry, that's all we can do", without any effort to genuinely assist.

I absolutely do not fault anyone for having an accent, I understood them perfectly, but there is a clear disconnect in understanding customer advocacy and service recovery work for U.S. consumers. There was a very very distinct difference between the 7 reps I had to speak with that just apologized and encouraged me to go with the flow because there was nothing else that could be done and the 3 reps that got right to the issue or transferred as requested, without trying to stall or talk me out of my decision. AHS would do well to incorporate customer service training on the different nuances of the different regions of the US that AHS serves.

After nearly two decades with AHS, I cancelled my warranty. Home warranties are supposed to provide peace of mind, but this experience has provided only stress, wasted time, and disappointment. After nearly 2 decades, I've put out 20K in monthly fees for a warranty and I've only have about 4K worth of work needed, much of which I had to pay out of pocket when AHS couldn't help.

They could have been quicker. I called on a Friday and it was Tuesday before they could get the technician out. At that time, it was up in the 90s in Texas, so it was very uncomfortable. But I was able to survive as long as I knew that they were going to take care of me. I was very satisfied with the way they handled my situation. I would highly recommend American Home Shield.

I told American Home Shield to never have the same technician come to my house again. But they didn’t listen. The same technician came and advised us to contact the appliance’s specialist to look into it. I'm not really happy about that at all. If they couldn’t do the job the first time, why should one think that they could do the job properly the second time? Then, the actual appliance specialist came out, but had to order parts, so I had to wait several weeks for that. After six weeks, the repair happened yesterday. The specialist was professional. It was ridiculous that I made so many phone calls about this. It was a horrendous experience.

On another occasion, there was water on my carpet. When I told the representative that it was Sunday and I needed someone there that day or the next because it was an emergency and I had waited long enough, they said the earliest would be the next day, six days after my request. I then said I would find someone myself, even if I had to pay both, and so, I asked them to cancel it.

When I escalated the issue, they said that they couldn’t do anything because I had canceled the request and there was a process for getting my own plumber. I explained that I canceled only because their representative told me to, after I had already called about it 10 times. They said to speak to the representative, and that was all they could do.

Back in January, I had some complaints because one of my items wasn't covered. So there was just some back and forth with that.

Submitting a claim through American Home Shield’s online system is easy. They assigned the technicians very quickly. I don't have a problem with that. And I like their coverage because most companies will only cover major appliances that are in the house. American Home Shield covers. If you have two refrigerators like I do and ones in the garage, they cover both of them. So they're very flexible.

I'm concerned that the contractor shouldn't even be in business. They're very rude on the phone. Their appointments are not accurate. They'll give you a time and they don't show up on time. The technician doesn't seem to know what he's doing. They don't seem to be very professional. And they lied to American Home Shield and said that everything was fixed and it wasn't.

It was terrible. I've been on my second contractor for the same problem since June and they're no better. Not to be discriminatory, but they seem to be foreigners coming in. They're coming in from Ukraine and places like this. They have a hard time with the English language. And I don't know. They just don't seem to be professional. They know a little bit about it, but I think they're more. They're not very technically-oriented. I think their main thing is to replace parts. They don't try to troubleshoot it. They just order parts and replace parts.

And the thing that's improved, I think they need to hire a better quality or vet their technicians better or their professionals that they're sending out there. They need to vet to make sure that they are all licensed in the area that they're gonna be servicing. Not necessarily just the company, but the actual technicians that come out should be licensed technicians. Not just somebody who knows how to hold a screwdriver.

I usually have a great experience with American Home Shield. For a time there, I thought it may have been their fault, but it wasn’t. It had to do with the people at Astro that were working with American Home Shield maybe for the first time, but it was bad. I was not very happy. The interaction with American Home Shield has always been nice. Even the representative from Astro was really good. Just nothing was getting done.

The lady called to thank us and to tell me how things were going, and I said things were great, but American Home Shield needed to approve my claim. She kind of argued with me and I argued back and I got very upset. I had a really bad experience with that lady. We’ve been using American Home Shield for more than 10 years now. That was the only time it was a negative experience, but I don’t think it was her fault. I would think it was just that I had wrong information.

Since they repaired the washing machine, I have not had any other issues at all. They got the right part. It just took two weeks. We’ve been using American Home Shield for a long time. We have it in our rent house and in our own house. I’m a real estate agent, and I’m gonna continue to refer it to my clients. AHS is a great company.

The thing about American Home Shield is they charged 125, and then the first call with LNS, nothing was covered. I had to pay for everything as far as the ductwork. On top of the service fee and monthly fee, I had to pay extra because it wasn’t covered. The first time I had to pay out of pocket, the dishwasher wasn’t working, and I paid the 125, and then they fixed the dishwasher. But overall, AHS has been good.

A young man came out this morning and my husband said he did a wonderful job.

I usually submit the claim by phone, and the representatives I talked to were nice, easy to communicate with, and helpful. And they have a 24 to 48-hour turnaround time.

Any technician coming to our house has been very professional, very helpful, explains what's going on, does the job very well, and usually, fairly quickly, too. Now, this last one with the plumbing, I'm waiting on parts that are under warranty from Delta to come in, and then I'll have American Home Shield send out the plumbers to install the new device.

I’ve had them for four years, and I just stay with them. I’m out in the boonies, so it’s hard to get anybody to come out here. I’ve had a plumbing issue, a microwave issue, and a couple of other things. It’s good to have them. Requesting service online is fine, and the website is very easy to navigate. I can file a claim and check status of my order or what’s going on. I’ve had a couple of issues different times about filing a claim where I had it wrong, and somebody got with me and helped me right away. I’ve been very happy with them so far. My only issue is the prices are getting a little higher, both the insurance fee and the service fee.

I had an issue with the washer that took two months. The first guy who came out said he couldn’t do anything about it, so he didn’t even attempt to fix it. The second person came out and said he needed another person, but they would try to fix it. He fixed two pieces, but it needed a third one. The price of the part was too expensive to get, so they recommended a replacement. When the new washer came in, it matches the one I had before. It was awesome! This one was as big as the old one and it had all the features. What's better is that the seal of the door is not made out of rubber but made out of something else that keeps from getting mold. It was really nice.

The guys that showed up were real professional. They did a good job and were working from the time they got here to the time they left. There was no trying to upsell anything by the actual people that came in and did the install. American Home Shield paid for the unit, but I had to pay $1,700 to have the thing installed with the new piping. Some of it was bringing it up to code. I would say to read the contract carefully so you have a better understanding of what is covered and what is not. There was a level of dissatisfaction when I found out that I would be on the hook for $1,700. I think more clarity is needed about what actually is being paid for, and then what is not.

There are a lot of costs that they don’t disclose. I had my furnace replaced, and I thought everything was gonna be completely covered, but I ended up having to pay $1,200. And when my hot water tank went, I had a similar experience, and I paid $500.

Right now, I’ve got the Platinum plan, which is their highest level plan. And I had an issue with my air conditioning, it wasn't working, they refused to pay the claim because they said it was due to rodent damage. I had to pay the service call while they weren’t paying any of it, which was really shady since I don’t remember reading that rodent damage wasn’t covered. I also had another complaint about my washing machine, which took two or three weeks for them to address, making me wait a long time for things I thought were covered.

The whole reason I have this warranty plan is that I don’t have to pay out of pocket. They also said that they would offer an annual furnace checkup. I got a call and they said, there’s nobody in my area, so they supposedly are sending me $100 that's supposed to go towards the furnace checkup, but I still haven't received it, even though they say they’re gonna take care of it. There are a lot of things that are sneaky about it.

When it comes to their technicians, most are really pretty good. But I just recently had one that found an issue, and it was gonna require crawling under the house. Magically, they can't do anything that requires going under the house or in the attic. It's not a great, fun job, but that's what they do for a living.

I don't know if it's because American Home Shield doesn't pay them to do those extra things, but I had an attic situation and an under the house, and both, I had to call back a second time. They said, "Oh, I'm sorry, we can't fix that." I said, "Yes, you can. The technician just didn't want to." But they sent out a second person that did complete the task.

Also, my prices increase every single year, every time I use it. It's almost doubled over the time since I started. Now, it's not cost-effective. For what I pay a year, I could pay the technician. It's now hit that point where it's not a deal any longer.

Then Sears came out. The major issue for me with Sears is that when you call their phone number, you get an automated system. There is no one to physically speak to 9 times out of 10 without calling 500 different phone numbers and pressing every button under the sun.

It was also a very long process. We opened two different tickets. The first ticket started in August and they closed it. 10 minutes after that Sears technician, we had to open it again. And unfortunately, they don't have a “supervisor” or somebody above the technician that comes out for you to speak to when you have an issue.

I called American Home Shield because I pay them and they're the ones that contracted Sears. And even reaching out to American Home Shield and it going to escalations, the people that I pay to take care of these things are saying there's nothing they can do and it's up to Sears.

But they said they couldn't recommend a replacement until Sears said it's not fixable. Nobody could ever figure out what was wrong with my dryer. And it took two months, four different technicians, and multiple phone calls. At the two month mark, somebody finally decides to go, “I don't know what's wrong with it.”

And then after that, it took another two weeks because somehow, the report from Sears to American Home Shield got lost. At no point in time did AHS say, “Wait a minute. You've been out to our client's home multiple times and you still can't fix it, then you all need to put in for a replacement.”

I was without a dryer for two months and had to take it into my own hands to finally buy one. I would not go with AHS. Maybe 5 or 10 years ago they were great. But at this point in time, I would not pay them $100 a month, hoping and crossing my fingers that if something breaks, that they're going to fix it. I would not recommend them.