American Home Shield Reviews

A rep, Erica, had reached out and said she was going to authorize a Saturday service. When I would call back because nothing was happening, I got the runaround. I realized whoever was on the other end of the line was trying to do their job, but they would never put me in touch with Erica who was on a special team. They're as nice as they can but nobody would ever refer me back to that team. I assume some of these teams are overseas as they're not native speakers, and they were afraid to involve a supervisor, like it was going to reflect personally on them, that they hadn't done their job. There's nothing wrong with being a non-native English speaker but things get lost in translation. That's another issue.

I kept having to ask for a supervisor, and this went on for quite a while. I kept telling them that I had used David's Plumbing in the past, that they were authorized previously. Finally, there was an authorization, which was great. But when I called, I found out that David's Plumbing is in Hot Springs, and they didn't get the right authorization. Apparently, they had to have one because it would be travel out of Hot Springs. The lady who schedules appointments for David's had to call. It makes a lot of effort when allegedly, you're authorized, but then you're not authorized because it's not the right authorization.

It was a long time between the initial call and finally getting service. When you call back and you get to that first menu, they ask you what you're calling about. It's not a new request but you're always told that you don't have a ticket. That system is totally broken. I was very dissatisfied with this encounter. These situations are fixable. It just shouldn't have been that long. There's no follow through because you can't get to the person or even that team ‘cause you're just looped in these little call centers every time you call. I love talking to people that are so friendly, but I need to get a result.

Due to the delays, poor communication, and terrible customer service, I requested cancellation and a refund so I could purchase coverage from another company. American Home Shield deducted $499 in administration and cancellation fees. The remaining refund was sent to escrow, and escrow then sent the funds to the seller instead of directly to me.

Since 2/10/26, I have been given different explanations every time I call regarding my refund check. One representative said a check had already been mailed to me, another said it was voided and reissued, and another claimed it was sent somewhere else. Every person gives a different story. I escalated the matter to corporate management, hoping for resolution, but unfortunately, the management experience was just as disappointing. My emails were repeatedly met with the same scripted responses despite me providing proof of another customer receiving a direct refund check after cancellation.

This company has shown no compassion, accountability, or urgency toward homeowners dealing with active issues in their homes. Based on my experience, I would never use American Home Shield again, and I am currently preparing to file a small claims case. I strongly recommend homeowners research other warranty companies before purchasing coverage here.

It'd be better if we had a list of companies. That way, we can do our own review, check the reviews ourselves, then pick the companies that we want to go with. So, whatever companies are with American Home Shield, that would be better than just sign us up for whatever company. It would give the customer some options, where we can do our homework as well and check everything on these companies before we go through with them. As for the coverage, I can't complain about it. We've used it for a refrigerator before, for the stove, and the HVAC. Sometimes you never know when the techs come out if something's fixed or not, but I get it. Sometimes they got to play the process of elimination.

So the warranty has been beneficial thus far. But I don't like that every time the techs come out, you got to pay $100. That's a little steep to me because I already pay them every month. I get it a little bit, but I just think that should be a little bit cheaper than what it is. Also, when we called, we got to run around a few times with a couple of things, where some people who were trying to help us had no clue when we couldn't even understand what they were saying. That can get annoying sometimes when you're trying to get something across, and they don’t know. They just said, “Yeah, yeah, yeah.”

Cabot had to come back four times. First, they came back and lubricated it. Then they came back and tried to decide what was causing the screaming. They determined it was the part that had been replaced. They had to order another one and when that came back, they finally replaced that part. It's been great ever since. It was a good month of back and forth but they did a great job.

However, I didn't love paying $750 for freon on a unit that was only four years old. I don't know how often you have to have that recharged. But because of the part that was bad, the freon got used up. American Home Shield only covers $11 out of the $91. I paid $70 per unit of freon, which I would have preferred if it was better than that. Even though I pay a monthly fee, I still have to pay a fee for when they come to do service. It's a $125 for the service then I still have to pay what's not covered. I don't know that any other company does any better than that but since we're paying monthly plus a service fee for when they come to do the service, it would be better if American Home Shield has a better coverage.

The tech came back to look at it and he said that with the washers, just like an automobile, one part keeps the other part moving, and then once one part goes bad, it could be another part that needs to be replaced. He mentioned it was the transmission of the washer that was starting to malfunction. He said both issues could have been present at the same time. But because one was fixed, now the other one is showing. He had to go back to American Home Shield for approval, and I have been waiting over a month for approval for the new part. During this time, I can still wash, but only smaller loads.

American Home Shield likes to keep you waiting before they decide whether to replace a part or the machine itself. This is not the first time they've done this. For the most part, AHS is a good company and send reputable contractors, but if something needs to be replaced, they would continue to replace the same part that they know it's going to go bad again before replacing the actual item, which costs more on the consumer than it does American Home Shield, because every time they send a new contractor out to replace the part, we have to pay the service fee. And by the time we pay 10 service fees, we could have replaced the whole item ourselves. Even if it's the same issue, once that case closes, I have to open a new one.

Still, AHS is worth having. I have had the coverage for about 20 years and I got it because repairs are expensive and I prefer to pay a monthly fee and have the techs come in and do the repairs. When I got the plan, it was 50 a month, which was okay. Then it went up to 75. Now, we're at $100. But I'm on a discounted rate, where I'm paying half.

The tech showed up for a couple minutes, and said, "I can't deal with this. It's still hooked up," then left. He was on the phone with his wife half the time he was here looking at it, and said, "We're gonna have to order some parts." We waited for a week, and went out of town without a washer and dryer. We had to unhook both of them to get it out to where the guy could see it. But American Home Shield said the parts weren't available, and we got compensated for it. It was bad communication, in general.

This will need to be replaced as it uses R22 refrigerant and we can no longer source a new coil for this unit. We do suggest replacement of both the AC and furnace as both are 22 years old and the technician is also seeing some signs of rust on the heat exchanger inside of the furnace. When the AC unit is replaced, it should be moved so that this doesn’t happen again."

(d) Rust, Corrosion, or Sediment;

When repairing or replacing a Heating System, if such repair or replacement requires component or part upgrades to maintain compatibility and/or compliance with SEER (Seasonal Energy Efficiency Ratio), HSPF (Heating Seasonal Performance Factor), or refrigerant standards, we will cover such upgrades and will also cover necessary associated upgrades to duct connections, plenums and indoor electrical lines up to and including the disconnect."

The summary from the HVAC company clearly states that damage was caused from improper installation (the AC unit being placed too close to the water heater flu). They even specifically note that if replaced, the new system will need to be moved to prevent it from happening again. It also mentions rust and the general wear and tear on the system due to age. Finally, it states that our AC uses R22 refrigerant which the company can no longer source (it is illegal to import into the US).

Despite all the very clear evidence that our plan should cover this repair or replacement, AHS denied the claim based on the following contract clause: Page 8 – Section F. Secondary Costs Limitation. Other than the repair or replacement of the Covered Item, we are not responsible for, and will not pay or otherwise reimburse you for special, secondary, incidental, indirect, consequential, exemplary, or other related costs or damages resulting from the Breakdown or Covered Breakdown of any Covered Item, including but not limited to food 8 RENA24 spoilage, loss of income, utility bills, additional living expenses, or personal and/ or real property damage.

4. Lastly, I will use my status as a famous influencer with social media pages that have hundred of thousands of followers to tell my story and speak out against AHS to warn other consumers.

Contractor replaced the seal on my door and the sensor - took about 3 weeks for sensor to come in. They replaced, checked temp right after preheat and said it was fixed. I still had varying temps. I told AHS it wasn't fixed, same contractor came out and found I had a not working at all lower element. All my heat came from the broiler. They replaced the element, called it fixed. Temps still varied, but only by about 50 degrees at this point, especially if the oven was on for longer. I call AHS, they sent same contractor out. She turned the oven on, took the temp and said it was correct and called it fixed and told me sometimes the repair needs an adjustment time.

I've never heard this before, but I baked and still had burned or not baked results. I told AHS it was still giving me varied temps. They basically said too bad, contractor says fixed and closed the file. Have you ever tried baking something and having things burn or not be done and constantly checking? I'm burning things so temp must be going higher again even though I haven't "caught" the temp high. I had banana breads burns before timer went off. I had what should be 5 minute cookies take 11. I've wasted time, ingredients, money. I'm an experienced baker. I know what I'm doing and certainly know how to use an oven.

My conclusions: AHS doesn't like to pay out, especially for expensive repairs/replacements. I did research to see if I could replace it on my own. My oven is a 27-inch Thermador wall oven with a warming drawer and microwave. I have some really good perks with this oven - convection, conventional, dehydrating, proofing, just fun oven when it's working. Thermador no longer makes 27-inch ovens so they cannot replace it by pulling the oven out and putting a new Thermador oven in. They cannot put a different oven in because then nothing else would work. So basically, to replace my oven with the equivalent, they would need to replace all of it. And the likelihood of replacing with something that would fit the slot I have for my Thermador is unlikely so there would need to be an adjustment of some kind to my cabinet. They don't want to do this.

I'm angry with AHS and I'm rather angry with the contractor, too. I liked them. I trusted them. I know my oven doesn't work right. It turns on, it heats up, it's the correct temp occasionally. I'm a baker. It's my relaxation. Now it isn't. I can't even count on a chicken or ham, or lasagna turning out. It burns, it's dry, again, I have to check on it. It's difficult to plan around sides when you don't. know what your main dish is going to be done. I've gone better than 2.5 months w/o a working oven.

I gave in and bought another one last night. Not a Thermador. Frankly, I can't afford that and to go with a 30-inch, I'd have major renovations to my cupboards (which I wouldn't have wanted anyway because I like my cupboards). I would have been happy with a similar oven. I couldn't find anything that would work in my slot so went with a Kitchen Aid double oven and will just make the slot smaller? I'm hoping I can find someone to do so. It doesn't have the perks my Thermador did and I won't get it til June 2 - almost 3 months w/o a working oven. That gives me another reason to be mad at AHS. I'm not done with them yet. I will continue to fight. And in the meantime, I will continue to leave reviews for them anywhere I can.

American Home Shield sent two other people after that, then they transferred it to escalation. They said the next people who were going to be dispatched were going to be a different plumbing company and if it won't work out, they'd pay for it because they said the last three excuses were not acceptable. But they couldn't get to the person who said she would take care of it. Then they started off in these discounts. Why would I need a discount to something that they're not honoring? It didn't make sense. It seemed like it was just a game. It's horrific. I can only tell people who I know not to do American Home Shield.

I contacted them to have my common wire that connects to my programmable thermostat replaced due to them coming out. My thermostat went out. I had someone come out and he said, “Your C wire needs to be replaced.” I contacted AHS to see if they cover the thermostat. They said yes. The HVAC person came out, said, "No, it's not HVAC. It needs to be an electrician.” I let AHS know. They sent an electrician out who said, "It's not a electrician problem. It's a HVAC problem, because it's not high volume. It's low volume, the little small wire that goes into the thermostat.”

What happened was when the first person came out, they pulled it out so far. My thermostat’s dead. There’s not much left. There have many people who came out to my house. I've seen 10 people. Pleasant Valley has been out twice. The first time they came out, they said it wasn't an electric problem. It would need to be an HVAC person, and that it has to be put in the system correctly. Because even though they do both, it has to be worded if it needs to be HVAC or AHS. I resubmitted it again by talking to someone on the phone with AHS, letting them know, “They said it needs to be on their HVAC side, not the electrician side.” The person that I talked to kept saying it needed to be an electrician.

At the end of the day, they decided to say, “Okay. We'll send someone else out.” Instead of sending the same contractor out, they sent Fix It out. They asked, “What are we here for?" I said to change my C wire. They went up, looked and said, “Yeah, the C wire needs to be changed out.” I said, okay. He said, “But I'm not the person to change a C wire. It needs to be an electrician.” I said, “Oh, my god. Here we go.” So, it is still not fixed.

I've been paying AHS 125 because I'm not going to keep arguing with the AHS person, telling them what I need. So, when Pleasant Valley came out, they told AHS, “It's a wire that's coming out of the wall. The thermostat comes from the wall. So, yes, of course.” That was when AHS came and said, “From what their notes put, we're not covering it.” I asked, “What do you mean, it's not covered? It's a part of my AC unit. It's a part of all of that.” I spoke to someone. She said, "Let me check into this and see.” She said, "We're gonna send somebody out.” Someone else came out, and they said, "We're not aware that we're supposed to change the C wire. We were just told to come out and look at your thermostat and AC unit.” I said, “If that's what you're coming for, you're not coming in my house,” because by then, I was tired.

I said, “If you're not coming to change the C wire, there's no need for you to come in here. I will contact American Home Shield back.” I did, and they stated, "They have to look at it in order to know what they have to fix.” I said, "But they've already been out to my house once to know what they need to fix. It's the same company.” When Fix It came out, they said, “Yes, we could fix it. They just need to change it, instead of saying electrician, for us. It just needs to say HVAC for us.” I called AHS, and let them know that. But every time we change it to HVAC, they send someone different. When we change it to electrician, they would send something different, even though they do the same thing for their company. I had to have them put in a temporary thermostat in, in order for me to have heating and air. It's not fixed, but they said they've completed it because they came out to the house. And it has been ongoing, back and forth.

AHS hasn't even contacted me anymore to do anything else. They just let it be what it is, and that's unfortunate and sad. Because I spoke to a higher representative, and she said, "Let me get back to you and see what it is that I can do, and I'll call you.” However, she never called me back. And when I call, I get a regular representative who keeps telling me the same thing, or “You need to pay the $125 before we can send someone out.” I said, “How many times do you expect me to keep paying this and the service is not getting done?” I started requesting for a refund because April 15th was when the first time the contractor came out to try to start this and it's still not done.

Original Review: May 19, 2026

Please do not waste your money! AHS used to be amazing but they are absolutely horrible now. They will find a way to weasel out of expensive repairs. Their customer service is horrible!

The second contractor decided that they were so smart that they didn't have to come and look at the washing machine. They said they just knew what they'd be doing after our video call. I like the fact that I could do the video thing for free with a tech to show him what's going on, instead of paying somebody to come out and look at my appliance. But for this claim, when the second opinion techs came, the problem turned out to be different from what they thought it was. So, I had to wait yet another two weeks for the part to come in, and another week for them to come and put it in. That whole process was a nightmare and it's still only half fixed. But things are working out. At least the water from the washing machine is not pouring into the floor anymore, but it's still not rinsing all the clothes out the right way.

I also had a guy come out for the AC and after he looked at it, he said that it was gone and that I'd have to buy a new one. But at that time, I hadn't had American Home Shield for 30 days, so they told me I had to pay for it. It was going to be 12,000 after fees because they wouldn't waive any of the fees. I couldn't afford that because I just bought my house, and I was going out for surgery. Then I finally talked them into letting somebody else come out and look at it for a second opinion, which took three months. When the tech came out, he looked at it and he was there for 20 minutes. The problem turned out to be just a loose wire. So, he fixed the loose wire and was done. It's been working just fine until recently. It needed Freon and it was on backorder because of the Freon.

But what I don't understand is American Home Shield said that if I had to have the AC replaced, I would only pay 3,000 out of pocket for an upgraded and new AC unit. But wen I asked them again how much that would cost me, they're now telling me it would be almost 7,000. And they won't give me any kind of paperwork showing me what they would pay versus what I have to pay. That's the reason why I have the top-of-the-line service that I'm paying the 125, so I don't have to pay that much. And from what I was told by the supervisor, I was supposed to pay only 20% of the bill.

But I now I am told by their rep that it doesn't really matter what plan I have because I'm still paying the same amount. When I disagreed, she said that her colleagues make her job so hard because what they tell the customers on the phone and what's actually real are two different things. But I don't think so because I spent an hour and a half on the phone with somebody, and we went over in detail of what was covered in each plan. I also knew it wouldn't be long before the AC went out because it was a really old when I bought the house, and that was the reason why I chose the plan that I got so it wouldn't cost so much to either fix it or get another one. And now, they're telling me that it's going to be almost 7,000.

Aside from that, every time I called American Home Shield, I couldn't get a supervisor to ask some questions. Then four days later when the supervisor finally called me back and I couldn't answer the phone right away, I had to call, go through another spiel of an hour with their reps on the phone, then try and get another supervisor to call me back. It'd also be another four days later before I get a call back.

The second time, Conrad, who's a different guy, came out and he was unbelievably great and very friendly. I took a picture and showed him what was happening. He changed the icemaker, and for three days it started making ice again, but the ice coming out of the chute was attached together instead of separate ones. Then, a couple of days later, we started seeing on the door the same thing, which is frozen ice on the bags. So, something was wrong. But Conrad did a beautiful job and he fixed the icemaker.

The people are great. They come in and do what they have to do, especially since I don’t understand much about refrigerators. They diagnosed the issue and said they would send an icemaker, and I agreed. The only concern I raised with American Home Shield was about the service call charge. I told them I should not be paying again for the service call because it is related to the refrigerator and they should fix what they are supposed to fix. Coverage-wise, they’ve been taking care of my refrigerator. But after the first issue, they should have automatically decided not to keep trying to fix the same problem and instead looked at what else could be done.