American Home Shield Reviews

Final repair (September 3): Coldwater LLC replaced the capacitor and thermostat, but by September 22 the system had failed again. Despite continued payments, AHS cancelled my warranty on September 1, leaving my home without coverage until October 8, during an ongoing A/C failure. They have not refunded the $100 service fee they claimed to reimburse, and their mishandling caused mold to develop in my laundry room. Overall, AHS demonstrated a pattern of delays, poor communication, misdiagnoses, and outright negligence. I cannot recommend them, and I will be reporting this to my homeowners insurance, state regulators, and federal consumer agencies.

After I left, Travis claimed to my mother I helped him break the nut on the inside of the washer off, pretty hard to break something when Travis was the one with the tools in his hands going the wrong direction as the nut says clockwise for loosen. Clearly, the young man has no clue what he's doing and blaming others for his mistakes. He also thinks when I mention lawsuit because he was doing a half-rearend job on my washer, I purchased for my mother in 2019, that you can't take a lawsuit out on him cause no one got hurt. He's clueless as to contractors get sued every day for stuff. Bad enough he had to use my tools to get the nut off, but again I wasn't the one holding the tools, nor the one working on the washer.

He stayed on the phone about 3 hrs while the unit defrosted and walking me thru troubleshooting the unit, he made sure I understood everything and felt confident moving forward. He could have hot off the phone and told me call back after it thawed out. Instead he waited till the unit was working leaving me with a working unit! Customer service like this is rare, and Trenton is truly a shining example of what great service should look like. Thank you, Trenton, for turning what could have been a frustrating situation into a positive experience!

The first person came to fix the air conditioner unit. He said there was no problem. He didn't find the problem. But he also said that there were bushes, so he couldn't get to the problem. He smelled like he had a long good party night because he smelled like alcohol. He wasn't drunk. Because I don't drink or smoke, I can smell it.

The second thing was the person that came out to fix the washing machine and dryer gave a timeline of three to five business days. It is now going on over two weeks now. They reached out to me and said, “He would be out today between 3:00 and 5:00.” But I'm into giving a longer timeline and meeting that before the timeline than I am if you told me it would be a shorter turnaround time and it actually turned out to be almost two weeks. I'm gonna see how he works out with that, fixing the washing machine and dryer.

The third thing is this plumbing issue. The tech came out and fixed the sink. He said he didn't find another problem with the other sink in the bathroom. He fixed the garbage disposal but I noticed that it still leaked, so I called him back. He was supposed to come on Tuesday. I could track where he is. The link that American Home Shield sent that says he's on his way, initially said 12:03. Then it said 12:33, then 12:54. I had to leave. I thought it would keep changing. I tried the number that was on the link. He didn't answer.

He came. I said, “The time kept changing. And I had an appointment.” He asked if he could come back tomorrow, which would have been Wednesday. I said, “That’ll be perfect. I'll be here all day.” He never called, and never showed up. He still needs to come out because the leak is still present and needs to be fixed. I called AHS last week, Thursday. I was in the middle of another phone call, so I wasn't sure if the lady captured what I said. I hope that the person comes and does the job to fix this plumbing issue. I also hope that the person does well with the washer and dryer, because otherwise, I'm gonna call back again. And I'm gonna try to get them to send someone else or even do something else.

Over the course of this claim, three different technicians came out to inspect the dryer, and each one gave a completely different report. None of the reports matched or made sense together, and instead of resolving the matter, they wanted to send out yet another technician. Communication was also very difficult, as none of the technicians spoke English, which made it nearly impossible to understand what was going on.

At the end of the day, they have a business scam going on here because I feel I was robbed of my membership fees, and work order fees that I paid for a service that did not deliver on its promises. American Home Shield did not stand behind their warranty and instead placed the blame on me as the customer. I do not recommend this company to anyone.

Well the “Specialist” came yesterday, and replaced the part, and it still DOES NOT WORK! So this morning I called AHS, and the agent says to me, “we must send the “Specialist” out again to make a determination as to what is wrong”. When does this stop?! When does another course of action happen?! What is the next course of action?! My recommendation to you, and what I will do from now on, is to keep say $3K or $4K in the bank to purchase any appliance that goes bad, and not wait two months for American Home Shield to run you around, telling you that “I’m sorry for the inconvenience, and I understand your frustration”, because that is a lie! If they did, they would have got me a new refrigerator a month ago.

Original: AHS sent out a total unqualified repair company (A-Town Group LLC) four times, they fixed nothing, then after a month, AHS now tell me that they are sending the specialist! I didn't get this "insurance" to be out of a refrigerator and a dishwasher for a month. Also, the repair company they sent, A-Town Group LLC came to try and repair my dishwasher and refrigerator four time, over one month, and they never fixed either. They scheduled to come between 12pm and 5pm each time, but they never came before 6pm. The last time they came, it was 7:30pm. They are terrible Technicians, with absolutely no regard for the customer.

Original Review: Sept. 17, 2025

I have been an American Home Shield customer for years and trusted them to stand behind their service. Unfortunately, my washer claim has turned into a nightmare. 3 dispatches over 2+ years (May 2023, May 2025, Sept 2025). Washer still defective: does not spin properly and leaves bleach-like stains on clothing. Technician’s own notes confirm the bleach issue exists but he “could not find the cause” – which means it remains unresolved. I’ve already paid monthly premiums and multiple service fees; by now, I could have purchased a new washer outright. AHS insists this is “not a mechanical failure” despite the contractor’s report and my ongoing damage to clothing. They will only move forward if the technician calls their authorization department, leaving me stuck in the middle.

I am asking AHS to honor their contract and exercise the replacement option, not continue partial or failed repairs. So far, the process has cost me time, money, and trust. I hope AHS does the right thing and resolves this quickly. If they do, I will gladly update this review to reflect a fair resolution. If not, I will have no choice but to continue escalating this matter through every available channel.

In May 2025, my central air conditioning system failed. I filed a service request, and AHS sent their contractor, NOVA-HVAC. They diagnosed a failed compressor and even admitted (verbally) that the unit - 23 years old and running on phased-out R-22 refrigerant - should be replaced. Yet, in their written report to AHS, they recommended repair, clearly setting up AHS to avoid paying for a full replacement.

After months of delays, on July 24, 2025 NOVA-HVAC ultimately admitted in writing to AHS rep (Hunter **), that the required part was unavailable: “The compressor is no longer available due to age and refrigerant for this job. If you (AHS) can supply the needed R22 compressor, then we could go that route with compressor replacement only.” AHS source and purchase the phased-out R-22 compressor. I escalated the issue through the proper internal channels and was assigned to a representative, Darika **, who responded by email but not allowed any phone discussions or any other escalation options. Finally, AHS offered me three insulting “solutions”:

3) Upgrade via their Sister Company: Frontdoor Pro program – but refusing to apply or pay the coverage limit promised in my plan.

Yet AHS ignored their contractual obligations. Even after I brought in an independent licensed contractor (My Heating & Cooling LLC), who confirmed replacement is the only viable option, AHS dismissed the report. They actually don't want second opinion. What makes this worse is that my case is not unique. In Facebook groups and online forums, there are dozens of similar horror stories - especially about aging HVAC systems and many others -where AHS:

5) Refuses to honor contract coverage limits.

This looks less like poor customer service and more like a business model designed to minimize payouts while long-time, paying customers are left without working systems. AHS advertises “peace of mind” and “confidence in your home.” What I’ve received is frustration, stonewalling, and financial stress. This is not just bad service - it’s contractual dishonesty and a breach of contract.

NOTE: If you have an AHS contract, I strongly urge you to reconsider. My advice: cancel before you’re in a crisis. If you’re thinking about signing up, don’t make the mistake I did by trusting their promises. After close to 20+ years of loyalty, AHS has shown me that they are no longer in the business of protecting customers - just in the business of protecting their bottom line.

While looking for a contractor to come to my house, they told me on a Friday that they’d have a new contractor by the latest, the next Tuesday morning. I waited until EOD on Tuesday, called back, only to find that no one had been working on finding another contractor for me, which is even more wasted time. I’m now sitting at over a month without being able to stay in my home, and I’ve been working with one of their newly assigned contractors. They originally let me know that the part needed for my AC was on back order for 4 weeks, so I called to see if they could find another supplier. They let me know they found one, and that the ETA would be in a week’s time (9/15). I called before last weekend, during the weekend, and on 9/15 to check the status, since I’ve lost all trust in them. I was told on 9/15 that the part has ARRIVED at the supplier, and is ready for pickup by the contractor.

I let the contractor know, only to figure out that the part had never even been delivered, and apparently there’s no ETA yet on when they expect to get the part. This is just one part!! I was also recommended a full system replacement by the contractor, only to have AHS tell me that they’ll only cover about $300 (cash in lieu option for the repair of my evap coil), and that I’m liable for over $5.5k of the replacement. What’s the point of having a home warranty, if they consistently let you down, and lie to your face when asking for time critical updates? At this point, AHS needs to make this right and actually contribute towards the full system replacement, since their lack of care is leaving me unable to live in my house for almost a month and a half. These business practices are completely unacceptable, and AHS needs to make this right, as I’ll continue to spread the word of my experience to any and all homeowners.

I called AHS. They refused to look at the company’s report. I was basically forced to use AHS company if I wanted it “fixed” but Freon is only covered up to $10 lb so, I paid $1600 for Freon. Exactly A MONTH later ac went out again! Blower motor and compressor failed. They want me to pay for Freon again! Seriously? Their “contractors” are a joke! They don’t take responsibility for them-even though they force you to use them, they tell you to call the company if you have a complaint with them but They don’t answer the phone! Or call back when you leave a message. You won’t get anything accomplished because they simply DO NOT CARE. Please beware and Use any other home warranty company!

Advanced Solutions was perfect. He showed up, came to the door and said something about my air conditioner. I told him it’s a packaged unit around the side. He was very professional. I just left him to his thing. And when he finished, he came up and said that the fan motor went out on my condenser. He got it going that day.

Before that, I had a washing machine go out. I called American Home Shield and they sent a contractor out. They needed to order the parts. Then they came back about a week later and put them in and got it up and going. So, I've had two good experiences back-to-back.

I contacted as for a refund of the 136. Because no service was provided and if that work couldn't be done without additional cost, then it should have been determined with the video chat. They just feel it's ok to provide poor service and take your money. Stated multiple times I wasn't trying to cancel service with them, I just didn't want to give them a 136. Extra for service that should have been told up front wouldn't be covered.

They wanted to take my oven apart, and make it unusable for a month. I have a family of five. That means I can't cook for my family. If a microwave goes down or my icemaker isn't working or my filter needs to be replaced, or even a washer, it's gonna take a week or two to get the right part, fine. But when you take the main component of an oven for a month away from a family, that leaves a lot of extra cost, 'cause I gotta feed everybody.

We can't make anything. And it's not for like a week. But we're talking a month. And that just seems greedy to me 'cause the part isn't made anymore, and they wanted to refurbish an old part. It may or may not work. They offered me $330 to buy me out, that's just even more insensitive knowing that I'm stuck in this position. Can I buy a new oven with $330? No. But I don't really have a choice. I got to speak with a supervisor today. This is the only time that they claimed there was a supervisor. She said that there was nothing that they could do.

I don't really trust the companies that AHS picks. Royal Flush sent me three different confirmations of when they were coming and all three of them were different times and dates. It was the same date. They were the same date, but it was three different times. So, I called saying, "You guys said you were coming out at a certain time." They changed their minds three different times without notifying me. Those were just in the confirmations. When they did finally come out, they sat out in the car for a while because it was raining and they didn't want to do any work while it was raining. So, they said they were gonna leave and come back the next day. Then, nobody ever contacted me again. In two days later, they just showed up without me knowing that they were even in my home. It was a big mess and I would never use that company if I had my choice again.

When I call American Home Shield, I'm getting somebody in the Philippines who says, "Yeah, there's nobody you can talk to, to complain." If I start a claim on August the 11th and it still has not been resolved, they should tell me I need a new system, which they have a $5000 limit, but they won't go there. They would say it was just normal wear and tear. It's a bunch of bull. It's like they are trying to put you on a hamster wheel and keep you paying. I have no issue paying for services that are rendered, but I do have an issue with a never-ending cycle of things. The other complicating factor is every time I get a service appointment, there's a large window of time. But nobody is paying me to be off work, and they're just trying to string you along.

I told him that I already paid the $100 fee for him to come out and I pay AHS monthly. He seemed in a hurry and he seemed very agitated, and I was trying to decide to see if I need it, because I use my garage a lot to open and close. Then he charged me $150 to get double springs. I went and paid for it.

After he was done, my husband told him that it was making a noise that it was not supposed to make, and then he said, “I noticed that you have a crack there. I should not put that in. I should have told you, but now I did it, I can't take it off.”

Right now, I'm getting my whole garage changed because the spring that he put in. It was opening up very hard where I do have a crack in my garage, so I have someone coming out to evaluate my garage today. And I didn't call his company back.

I've got water heater changed at my other house with American Home Shield and I didn't have a problem with American Home Shield. They were really nice and they went out of their way. It was just the person that they had contacted for the garage door was not good. Also, when I call AHS, the people that pick up, I'm not sure if they’re outsourced overseas. They seem not to understand, and it looks like they're reading a script. But AHS has been a good company, that's why I've been with them for some time now.

When the guy was here, we had a conversation about some of the things that needed to be addressed in the home. He was timely, too. I would definitely recommend American Home Shield. I was also referred to them by someone. I joined them in a promotion, and it would probably be up in a year or so. So, I am hoping that there'll be some flexibility with that when that time comes, but I'm happy with the price right now.

I spent a couple months on this. One person I spoke with said it’s going to be replaced, and then they went out there. They didn't replace it. It was a whole back and forth. I spent out-of-pocket over $1,000 for the repair of a 20-year-old unit. It's a mess over at American Home Shield. They don't do what their warranty states they're going to do. I have my house and my rental property with them, and they did not hold up their end of the bargain. The AC unit at my rental went out two years in a row, and they still refused to replace it. Also, I'm on the phone with people who don't speak English that well, and there's a language barrier. It's not good.

I'm disgusted with American Home Shield. I called them and told them that I shouldn't be charged for that first repair person that came out because my AC didn't need a repair. They said nothing. They were gonna charge me all this money for a repair that wasn't necessary. In fact, right now, I'm considering canceling American Home Shield, which I've had for well over 10 years. Another thing is that when I started with American Home Shield, it was $39 a month, and now, it's up to 125.

It was escalated to a different team, which then called Anderson. Anderson came back, but they weren't able to fix it. They told me the problem was resolved because the dishwasher runs, but that's not my complaint. AHS assigned it to another company who never returned my phone call to give me a date. I learned yesterday that AHS reassigned it. The company that they reassigned it to will come out today between 1:00 and 3:00.

The only reason I'm not left paying $100 for the call is Anderson said they would pay for the other company to come out. They agreed there is something wrong, but they didn't know what it was to make the drawers line up. The company did not leave my dishwasher whole. It runs, but it's not left the way it was. I should not have to pay for that. AHS needs to change that policy. The customer doesn't have to pay to make that happen, because I didn't cause it.

It took almost three years to resolve another issue that was escalated again. AHS sent a company to work on my Viking stove. The young man did not know what he was doing. He took the whole thing apart, trying to fix the problem, which another company had come before him and told us what the problem was, and he learned that you didn't have to take the whole thing apart. When he was told that and the problem was pointed out to him, he left the stove. It wasn't repaired. My ovens didn't work and the knobs would fall when you touch them. It's an expensive stove. One of the knobs stayed that way. AHS kept telling me that they were would make that repair company replace it, but that didn't happen.

After years of me fooling around with this thing falling off, I made another complaint. Once again, AHS wanted to open up a new ticket and make me pay for it. They had to research and go back, where they kept putting it off and telling me it was being handled but never was. Three years went by. Finally, last year, just before Thanksgiving, a technician looked at the stove while he was there. They reopened the ticket and he said they couldn't order a little gasket to make the knob stay on. They had to order the entire knob. We learned from that technician that Viking no longer made it. AHS did their research and was able to find a knob like the ones that are on the stove and replaced the entire knob.

Three years ago, I had an issue with my furnace. It wouldn't shut off. In order for it to come on, we had to manually light it and it would stay running. However, it wouldn't shut off when it reached the temperature. AHS sent out a company. Two young men came. I had a ticket open for my air conditioning this past summer. When I saw the assignment, it was the same company that AHS had assigned the furnace.

We knew we could light the furnace and it would stay on. The two young technicians were in my basement for an hour. They said they tried to see if they could fix it. Finally, they came upstairs. They told John and I that they did everything they could. They lit it, but it wouldn't stay lit. However, John had been lighting it for a month, and it would stay lit. They said that we would need a new furnace and the company would send me an estimate of the cost of repairs. We knew that the part they said they couldn't get it lit, and when they did, it wouldn't stay lit, was wrong. Because after they left, we went down there, lit the thing, and it stayed lit, just the thing that John had been doing.

I called. When I got the estimate, my portion is close to $3,000 for the repair. I said I wouldn't do it. I wanted another opinion of whether my furnace needed to be replaced. AHS told me that I could have a second opinion, that if the second company came out and diagnosed the same opinion, I would pay the $100 deductible. I said, “I'm fine with that. I just know that these guys told a lie. It's not true what they said. The furnace, we can light it, and it will stay lit.”

The second company came out on a Sunday morning. The guy said, “You need a new motherboard. And I have the exact one. But I got to go back to my home and my company and get it. I left my family and I told them I was coming back and taking them to church. If you can wait till later on this afternoon after church, I will come back.” The man told me where he lived in relation to where I live. I live in Olympia Fields. He lives in Aurora. I'm in the south, and he's in the in the west. I didn't tell him what was wrong, but he I needed a new motherboard. He came back at 2:00 in the afternoon and put a new motherboard. My furnace is still working. I told AHS what happened. “They lied. It wasn't true. I didn't need a new furnace. I need another opinion. And you guys need to check these guys. This company is not honest.”

When they assigned me this company in June, I called AHS and said, “No, no, no. This company cannot ever cross my front door again. They're not an honest company. And I'm not sure why you didn't take my complaint seriously.” They told me once again, “We don't choose the company. The computer randomly chooses the company.” When their representative tried to find another company, that company kept popping up as the one assigned to me. I refused. The rep said, “Why don't you wait a few hours? And maybe the computer will give you someone else.” They gave me someone else and I was happy about that. But because of that experience with that heating and cooling company, they can never grace my property again. AHS needs to take that complaint seriously, because if they did it to me, they're doing it to other people. They purposely misdiagnosed to have me buy a new furnace.

Like I told AHS many times, words mean a lot. I stick with them because they have taken care of me. I started off paying 55.99 a year. I'm now up to almost a hundred and forty dollars a year. However, the technician for my refrigerator said in his report that the part was no longer available. AHS interpreted that as the part that needed to be repaired/replaced was not in my refrigerator. It wasn't there. They would not compensate me because the part was missing. I called the repair person. I said the refrigerator is a Sub-Zero. It has a dual motor. In 2020, right around COVID, it was rebuilt. The company that did it told me, “This is like when your engine goes out. You got a new engine.” They've rebuilt these two motors for the refrigerator and the freezer. And only AHS has serviced that refrigerator. How is it from then until last year that it's working and, all of a sudden, tech told me the part wasn't there? The part had to be there.

I told the tech, “You need to call American Home Shield. You told me you're gonna call.” But he didn't. Six months went by, and my refrigerator and freezer still didn't work. It was because AHS interpreted that the part wasn’t there. The tech said, “No. I didn't say the part wasn't there. I said the part is not available.” I kept arguing. “Not available? “The part is in there. It doesn't work.” The man told me Sub-Zero no longer makes that part. Finally, I got American Home Shield to honor the fact that it's not repairable because the part is not available. AHS needs to look at the language that the technician put in their report, because not available doesn't mean that the part wasn't there.

Some of the technicians listen. Some don't understand. They just go by what they read. They said, “That ticket was closed because the part wasn't there. And we don't honor it because the part wasn't there.” The part was there. I became exhausted trying to get someone to hear, understand, and reopen the ticket to understand that the language was misinterpreted.

I learned a lot. I didn't know my contract had a limit for appliance replacement until my $8,000 ovens went out. They only gave me $2,800. That can't replace my oven. I didn't know that. The was because I didn't read my contract. I had learned everything until that refrigeration company came out for my air condition this summer. I ended up spending $560 for Freon because AHS only pays $5 or $10. They said it was low on Freon, that it was because it was low, which wasn't the reason it leaked. I was informed before the technician sold me the Freon that it would cost 200 and something dollars per pound. I needed more than 2 pounds. He stopped at 2 pounds. That's how it would be fixed, but it wasn't. But the company came back and fixed it.

I did a survey. The owner of the company called me on a Sunday morning because he was disturbed by my rating. I told the truth. I told him again, “Although you came out to check, I felt like the technician was there to sell me Freon.” The first thing he said was, “You're low on Freon,” and it would cost this much money, but AHS only paid $10 towards the $560. That was on me. I should have said, “Let me get another opinion because that sound expensive.” We did some research. We could have only spent $200 with a company outside of AHS, because that's their price. We called a woman that has a company. Her price was half. We did not tell her anything about what happened.

I recently contacted AHS for an issue with my doorbell, which wasn't installed in a normal location.I didn't think that AHS would fix my doorbell. I didn't know that was covered. But I thought, “I'm gonna ask first,” which I did. I could have saved $100. But I called anyway because we ended up putting in the transformer ourselves. The woman came. She worked with us to find it. She had to find the transformer, which took hours. We found it. We called an electrical company. They had it. It was only $23. We had to move some heavy equipment to get to it so the tech would be comfortable replacing it. John said, “I can replace it without going through all the trouble that we have to in order to get the company to replace it.” We went and we bought it. He is a retired electrician. It's done.

After waiting for almost a month, American Home Shield came back and told me that my washer problem had a pre-existing condition so they won't cover it. If it had a pre-existing condition, then what is the need of showing parts were ordered? If a washer is not working, it's hard for the consumer and I was waiting for a month to get ours repaired. Otherwise, I would have gone for replacing it.

There here should have been a notification that, "This is what happened. And unfortunately, that's not covered. So you'll need to reach out to DNB." We were already in the process of going through because DNB didn't think it was covered either.That should have been AHS telling me, not DNB. That was the only thing I was dissatisfied with.

When I had a plumbing issue, it was stressful to get the information from the time I placed the call for the work to get done. Somehow, stuff got lost. I had to call and have someone come back out because what I had originally called in never got put on the work order. Eventually, the claim got finished and the service people did a good job while they were here. It looks good and everything's working like it's supposed to. The customer service was pleasant too.

Overall, we're okay and we like American Home Shield even though the price keeps going up every year. We were told at the beginning of the year that we had to go on the platinum plan. We had the gold plan and I never could quite understand why we had to go on the platinum plan. It was more expensive and I don't wanna keep paying more and more every year because there are other alternatives out there.

We confirmed my appointment for Wednesday morning, but then they texted me on Tuesday to inform me that my appointment had been moved back to the afternoon. I had already taken off time from work. I asked what was the reason that it was moved and they said because another appointment came in in the same area. Somebody stood behind me and we've already confirmed my appointment, but now they're in front of me. They'll get to them beforehand. I had to wait three days for this to happen so I had a real problem with that. If it was in the same geographic area, they could wait there 15 minutes for the service repair person to drive to them like I had to. That was unfair. I will never use that company. I also need to check and see if I got credited for 50% of that.

According to American Home Shield, they don't control the companies. But they control who they decide to contract with. I haven't been very happy with them for a while and I'm in the process of trying to find me another home warranty company. I just got something from them telling me that the service fee is about to go up, and I know there are other companies out there that provide equal service with a lower service fee. I'm not paying 120 every time somebody comes out.

The gentleman took pictures and said that he would need to order the parts and that they would be calling to reset an appointment to come out. He determined it really couldn't be fixed. It needed to be replaced. So, he was gonna order the appropriate part and then come back and do it. That took a week and a half. But when he came back out, he brought a part that was not the correct part. What the individuals did was called the office. The office said that I could choose to do a buyout.

I kept getting emails from American Home Shield asking if it had been taken care of. My response was, “No. I'd rather link the email to them and let them know what was going on.” I was very unhappy. The plumber had told me, “I need you to contact American Home Shield and tell them you want a buyout.” But when I called American Home Shield, they said, "The part's been ordered and we can't do that."

I called multiple times to Aladdin and I explained the circumstances. After the first time, the rep said, "We'll have someone call you back by the end of the day.” No one called. I called the next day, spoke to the same person. "We'll have someone call.” No one called. It really was going nowhere. I asked to speak to a manager on my third call. I was told again the same thing but I didn't get a call. A few days later, I got a payout notice from American Home Shield and a text message from Aladdin saying that the payout had been approved. It was credited back to my account. American Home Shield handled it. But their plumbing representative was very unacceptable.

AHS sent another guy out. He checked the seal, which would be a reason, warm, humid air coming into the refrigerator could create that condensation. It wasn't the seal. He went out to his truck and got a block of wood. He opened the refrigerator door. He leaned the block of wood up against the bottom of the refrigerator and closed the door as much as he could can with a block of wood in there and yarded on the door. He said, "It's probably the hinges or maybe it's the hinges." In doing so, he bent the hinges. He said, "You'll have to wait for American Home Shield to call you back because this is a bigger job. I need another person. The door is heavy." I watched him do it.

AHS called me back and said the problem is not with normal wear and tear. It was the bent hinges. Therefore, it's not covered under my contract. The technician bent the hinges. They said, "We're gonna call our vendor and see what they have to say about it." Of course, they denied doing that. I watched them. I was there.

I'm in limbo. I said, "I wanted to speak with a supervisor." They said, "That's not possible to transfer you. We'll have to have him call you back." I never got that call. That's a $15,000 Sub-Zero refrigerator that I now have to go out on my own and find somebody to replace those hinges, because AHS washed their hands off it. Premier Appliance Services denied they did what I saw them do. I'm not happy about it. I can do a second opinion, but what is that gonna do? He's gonna say, "There's your trouble, little lady. Your hinges are bent." I know that. I watched the guy do it. I'm sorry I renewed with AHS.

I've been with American Home Shield for many, many years and my experience with them has been positive. It's getting more expensive, but it's still worth it.

I have two policies with American Home Shield, and I was kind of unhappy with the way they handled my latest claim. The air conditioning unit was old and needed to be replaced. I didn't understand why I still had to pay $6,000. 10 years ago, they replaced it and I didn't have any problems. They operated differently this time.

Eventually, American Home Shield offered to replace the dishwasher. But the tech was trying to look at the icemaker again and that would have been the eighth time someone would have been out. And that particular day, I was busy. I called a couple of days before that and canceled that visit. So, that still doesn't work. The people who came out were nice enough but simply were not able to take care of the problems.

American Home Shield has a thing called 30 days warranty and if the same issue reappears within that timeframe, the home warranty company will do what they call a recall to the same company. If it's after the 30 days, they will assign it to another company. They have a vendor, A-FIX, that has been assigned our work a lot of times and there were times they fixed the problems, but we've also had a lot of issues where the problem they fixed came back after a while. There was a problem that came back after two months and the work order was assigned to another company. When that company came, they said the same thing needed to be replaced. I said, “What? The same part? How come?” They told me, “Oh, whoever fixed it used cheap material. And that's why the problem came back.”

The other big problem I have with A-FIX is they keep rescheduling. For example, the last one I had was the dishwashing problem, where they came and looked at the unit. They had to order a part and I had to call them to make the appointment to check up on the part. Two weeks later, they said, “We're getting the part this week. Okay. Let me put your schedule out.” On that scheduled day, they texted me, “Oh, our technician is sick, is not gonna be able to make the schedule. So, can we reschedule it?” They gave me a date that was four days later and asked if it would work for me and I took it. I thought, “Okay. It's not bad. Four days, I can wait.” The second schedule was canceled again, and I was given the same reason. The technician was sick.

I thought, “You know what? Okay. I'm gonna be patient with them because I'm gonna go through with this. And I would let them know at the end.” I asked, “What's the next appointment you can give me?” The next appointment they gave me was a week and a half later and I thought that was crazy because they already had the part. However, I still took that schedule.

Six days before the appointment, they called me and said, “We'd like to give you early appointment. Is tomorrow, Sunday, okay with you?” I said, “What? Tomorrow, Sunday? But I have to talk to the tenant. I'm not even sure if she's okay with it, if she's gonna be home. But you're giving me a short notice. And I already have the schedule for September 4th. Maybe I can take this one. In case it doesn't work out, I still wanna keep the September 4 one.” They said, “no. You have to take this. If you take this one, you can't keep the September 4. We're gonna take you out from that.” I said, “Oh my goodness. Okay. Go ahead. I'll take the tomorrow one.” That part could be my fault ‘cause I took the next-day appointment.

I called my tenant and she told me, “No. Tomorrow I have to go to church. I can't.” I called A-FIX right back and said, “You know what? You guys had just called me. I accepted an appointment for the next day. But actually, I wanna keep the original one.” They said, “What was the original one?” “September 4th.” “Oh, no. We're booked on that day.” “What? In two hours, you're booked? That's crazy. All right. So, what is the next one you can give me?” They gave me September 8 and I still took it. My tenant shared some information about the technician that came out, but I don't wanna get into that. My concern is getting the dishwasher fixed. I don't care if the technician was appropriate or not. My biggest concern is getting the unit fixed on time. Still, I'm not happy with A-FIX.

We have multiple properties and every time something goes down, we call American Home Shield. They usually assign me A-FIX. In the beginning, I was okay with them. I was happy with the first job they did. After that, especially with the stove, I was so disappointed with them because they kept replacing parts and it kept going again and again. I don't know what they're doing.

I was very confused because they needed the part they thought. They made an appointment in three days then they extended it. So, they made it seven days. They set up times for you. I'm not a morning person, but I wanted it to get done so I told them that they could come in the morning. What happened was the repair man came really late. I'm retired, but he was supposed to come at 9:00, and he came at 4:00. He told me his route was a four-hour route and that was without the time to see people. He went to Marin and from my place, he was going to Vallejo, which at normal hours, it’s a 45-minute drive. At the time he had to leave, it was an hour and a half drive.

I got to know him because he spent time with me. He was able to fix the issue without replacing any parts. He explained to me what to do if it happens again. So, he was great. He cleaned out my dryer, too. There was an issue with that. He explained how that worked. He spent a chunk of time, but a lot of the time he spent was putting them in the report. He had to do all these different things. So, he was with me half an hour doing whatever Sears wanted him to do, taking pictures, and telling them exactly what happened.

I have his number because he called me to tell me when he was coming. So, when the issue happened again, which he was surprised, but I went through the system and got everything set up for him to come out. So, I could request him. I texted him and I told him that the same thing happened. He said he had the part. He knew exactly what was going on with the machine. I then got a message saying he couldn't make it that day. I called him and I learned that they just canceled him from me. He was coming to see me and they canceled him. So, it was three weeks before I was seeing him the second time. He had to cancel because it was really late at night. He was in Marin and it was 5 o'clock. That was fine. What was terrible was, first of all, this man sees too many clients, goes too far, and I don't want him to get blamed because he did great. To expect him to call about six clients in the morning is ridiculous.

My plumber doesn't call me. I get a message that says, "He's on his way and this is where he is,” and I can track him. So, I don't need to interact with him. Another thing is when I call customer service, I can't even get through sometimes with the numbers that I pull up. They never give you a number, and the AI person you're communicating with with text isn't a person. So, they don't answer when you say, "What the hell is going on? Is he coming today? What's the scoop?"

The last time, which was the third time we set up the appointment when he came, I wasn't sure again because I have no confidence. I got a text that said, "If you wanna cancel your appointment." I had clicked on one like that the first time, and I've canceled my own appointment by accident. I clicked on it anyway, and then it had a whole information about what my repair man was doing.

They're trying to fix the whole system. If you're sitting there waiting for an appointment, you should be able to talk to somebody instead of disturbing your driver. The repair man and I are texting back and forth. It's so stupid. AI should be calling and saying he should come at this time. Then AI should call me and tell me he's late. They know exactly where he is. He shouldn't be taking time in his day. When he was here the first time, he got two calls while he was talking to me. He zoomed in. He knew exactly what was happening and he fixed it in 15 minutes. He sat in his truck for a half an hour doing the paperwork. That was ridiculous. I appreciate it because they show up and they do good work when they get here, but the whole other process was ridiculous.

American Home Shield does well, but the cost is going up. I started at $25 a month. Now, I'm up to $50 a month and then I have to pay $125 each time. Another situation involving a refrigerator that’s dying. The freezer part leaks into the refrigerator part. I keep a large bowl and a small bowl inside to catch the water. I don’t have a packed refrigerator since I’m just one person, but the first time it happened it soaked everything, and I had no idea what was going on until I figured out where the leak was coming from. I called American Home Shield. A young technician came out, and he was great. He unpacked my freezer, took a picture, and packed it back up. He said there was some tubing that he cleared out and told me it would be fine, that it happens sometimes and it’s not really a problem. For a while, it was fine but about a month later, it started leaking again.

I called AHS again, and somebody came out. He fixed it, and everything seemed okay but about a month later, it started leaking again. I called AHS and told them I needed a replacement because it’s old. They told me that if I need a replacement, I would have to call within 24 hours after they fixed it if it’s not working. The problem is it’s a slow leak. It takes a while to show up, and it’s never going to fail within 24 hours. I just kind of let it go, but that to me is not a fair policy. I gotta pay another repair man a $125 to lie. I have to lie to get the reimbursement or he has to lie because he has to say it is unfixable. I didn't think that was great. But I did that.

My experience with American Home Shield so far has been great. While not necessarily an improvement, it would be really cool if there was a list of the providers available for specific types of tasks, whether that's electrical or plumbing, so people see who a claim can go out to. American Home Shield shows us who gets the claim itself and who will be contacting us, but seeing a list would be really great. Because my wife had some guys that came out to do some electrical with the claim with American Home Shield and she couldn't think of the name, but I wonder if they'll come back and do some recessed lighting.

In August, the electrical stuff on our stove where it sets the clock, the temperature and the time wasn't working. It was beeping and the tech was able to replace the computer part for that. Luckily, I didn't have to get a new stove. We've been with American Home Shield for a long time and the price has gone up every year now. My husband changed our plan, so we pay less monthly, and they got it if we have another repair, it costs more 'cause they're raising us again.

So, I contacted American Home Shield again. The techs then said they were going to recommend replacing the dishwasher. I asked if I needed to contact American Home Shield for that and they said no. They said they would take care of it. So I gave them a week or so, then I contacted them when I haven't heard anything from American Home Shield. I asked if they had any updates and he said he didn't have any. So I called American Home Shield and they said they never got contacted by the techs for the replacement of the dishwasher. I told them I was just going by what they told me and I had the date of the texts. So, they said they would contact the techs, get them to resubmit the paperwork, and they would replace the dishwasher.

But I got contacted last week that Atomic Tech is going to come out. So, I've got an appointment set up with another company to come take a look at the dishwasher. This is going to start the whole process over again and this claim has been going on about three months now, so I'm not really satisfied. I could have replaced the dishwasher myself, but I've got the warranty process and I've got to go through their process before I can do anything, so I'm stuck. Other than that, when I reach out to American Home Shield, they're very polite. They say they understand what's going on and that they'll do some research. Then I just got to wait. Also, their website is pretty easy to use when I use it to report problems.

I tried to get AHS to contact that appliance repair company to confirm that they actually meant “plant and flint” and didn't mean “lint” in a dryer. They could never get a response from Superior Appliance. Also, they refused to follow up with Superior, because it seemed it was a transcription error. The tech probably dictated it and meant to say lint, but it came out flint, which is a rock. And because the report said that there were rocks and plants in my dryer, AHS denied the repair. They said, “It says you've got a plant and a rock growing in your dryer, so that's not our responsibility. There's nothing to fix. You gotta have that taken care of.”

The tech called me and said, “You've got lint all over your dryer. I'll clear the lint out of your dryer for $400.” How does an appliance person know that it's flint as opposed to some other type of rock? It’s in the middle of my home. It's not even on a wall that's in our exterior wall. Superior Appliance tried to upsell me on some kind of thing that I needed to do outside of the warranty repair, so they wrote a report specifically to try and get me to do that as opposed to actually using my warranty. The fault lies with Superior as opposed to AHS. AHS offered me to pay for another company to come out. But I didn't want to pay another $100 on a dryer that is 17 years old, so I decided to buy a new one.

I've had claims for my microwave, too. It took a while for them to figure out what was going on, and they had to replace it. I had an issue with my refrigerator. It took a while to get it done. I have two AC units on my house and last year, one went down. It took a while for them to figure it out. This year, I have the same issue with the first AC. You would think because it was the exact same problem, they'll figure out what's going on and fix the problem, but it's been a while.

I shouldn't be the one between American Home Shield and the service company. I shouldn't be chasing American Home Shield, and they're referring me to call the service company to see what's going on. They should do it because I only have a contract with them. If they assign a company to perform service in my place, I shouldn't be the one chasing the service company or chasing them. I shouldn't be the intermediary trying to make sure my stuff is done. I am so much disappointed. American Home Shield should know that there are competitors out there. So, if the service is not good, I have the option to switch to a different service provider.

From my experience, the coverage of AHS is not really as comprehensive as for trade. The garage door case in point, they said the torsion spring is covered, which is true. However, they didn't cover the bearing that was supposed to be changed alongside it. They didn't cover the adjustment of the door that was supposed to happen with it. They covered the spring that's worth $50. But I ended up paying $350 on top of that just to get that situation fixed.

It seemed that the AHS service was offered as like a quick turnaround on repairs. But a lot of times, what I'm finding out is since they have to work with companies to do the repairs, it's not an immediate service. One time, it took about a month to get the problem resolved. I also had a lady call me a little while ago, wanted to sell me some Platinum service over the phone. She wanted me to make the decision right then and there. I told her that if I could see what the offer was on the website, then I might do that. So I know exactly what I'm paying for. They’re gonna up the service and charge me more, but I don't see what I'm getting. And I like to see what I'm getting.

I got in touch with American Home Shield, then they got to get in touch with Sears Home Improvement, which is their secondary repair person. Turns out that Sears Home Improvement is AI. I couldn't get in touch with a person. To correct this matter, I really had to go online and fight with their system and I made an appointment to get them to come. A maintenance person called, and I said, “Hey, this really has something to do with American Home Shield. Do you have that in your account?” He said, “Yeah. I had the one that you made and then the one with American Home Shield. Sure. Fine.” We made the appointment. A young guy named Miguel came over. Miguel looked at the refrigerator and said, “Hey, you need a couple of parts. No problem. If you order it, it’ll get here, and then another guy will show up.”

The other guy showed up two weeks later and looked at the refrigerator and then he said he didn't know how to work on the refrigerator. It really made me upset because a month has expired since my refrigerator has been broken. The mechanism has been broken. He didn't even try to attempt to open the Ice maker mechanism part. I was already upset because I paid American Home Shield a lot of my money.

At first, when I had my first house with American Home Shield, they were excellent. I had a problem with an air conditioner. They replaced it. I had a problem with plumbing extending to the city side. They called the city, and they came and fixed it without any problem. I only had it for two years this time. I just bought a house, and I immediately went to American Home Shield. They done such an excellent job back then. I thought they would do it this time. The first issue I had was on the air conditioner that broke down. The coil had some holes in it. They replaced it but I was upset that I paid $3,500.

Then there was a little leak in the garage. I called American Home Shield and a guy came out. Two months later, that leak appeared again. I called another guy, he so-called patched it up, and now, I'm waiting for the next big storm to see what happens. I've only been with AHS this time for two years and I'm disappointed with them this time around. I'm wondering if I should have went with someone else. I can't get in touch with their customer service, too. When I call them, it always hangs up on me.

I have full coverage, and I had to pay five freaking thousand dollars to get my air conditioner fixed. What a rip-off. It is theft. My service contract says that my air conditioning system is covered. It will be replaced if it wears out. American Home Shield told me that I have to pay for modifications. The modification was they unhooked the wires from the old system. Then they hooked the wires to the new system with the same wires, and it was $550. They take the condenser off the pad and then set it on a new pad, and that's $550. But all they say in the contract is, “You're responsible for modifications.”

If I had to have new ductwork done, that's a modification to me. If I wanted a condenser in a different location, that's a modification. But unhooking the old one and hooking in the new one is not a modification, except for American Home Shield. I've got a full warranty and had to pay $5,000 to these people. If I had to do it over again after what I've gone through for two and a half months, I would forget the contract and hire somebody else and get it done right. Because when I called up Elite and told them it was not working, they told me to call American Home Shield. But American Home Shield then had to call Elite, and then Elite called me up. Then Elite put me at the end of their service schedule whenever they got an opening.

There's a big difference between living in an area where there are people who are willing to become providers for American Home Shield and living in an area where they aren't interested. We had to have our really large garage door fixed there and there were only two providers in that area. When we asked the man who fixed the garage door if he would come back if we called him, he said he would not work with American Home Shield again. We also had that said to us more than once.

Here in Florida, we paid our $100, American Home Shield found the person, the person came, and we had the service. He also solved another problem because we only had one garage door opener. So we bought one from him and that wasn't something he suggested. We asked if there was anything he could do and he said they sell garage door openers. And then, American Home Shield took care of everything. Back in Wyoming, we still had to pay the $100, then we had to do all the work. We had to find the person, pay the person, then fight with American Home Shield to get our money.

Also, if you get a technician who isn't part of American Home Shield in any way, they have to call American Home Shield and convince American Home Shield that a repair is needed. When we had to a plumber out, American Home Shield indicated to him that we had to buy a product. But he had nothing to do with selling things. So, he came back to us and said, he was going to give us a choice. Either he'd put in what American Home Shield said we should use, which was a low-grade faucet, or he could put in the good stuff. We went for the good stuff because we have a very nice home, so we ended up having to pay about 1,200 dollars more. All in all, I'd rate American Home Shield's service here in Florida about a 4. In Wyoming, I'd give them a 1.

Then, when the third technician came out, he kept bouncing back and forth that I was the next stop. That went on all day and in the end, he never came and rescheduled. Every time they said they would come, I had to take the day off from work, so I was losing money. Then, the fourth guy came and at the time, I was at work. But he was able to fix the problem. I don't understand how American Home Shield works with a company like that because I couldn't get in touch with them in any away. That was crazy. I got on Sear's website and gave them a bad review. American Home Shield should not deal with them.

So far, I'm pleased with everything that American Home Shield has done. This is the second time I've been with them. The first time was for my first home and they also provided a great service there. If something would go wrong with the vendor that they assigned to us, they would get a new vendor in place to get the job done and make sure everything was done correctly.

The warranty is pretty good. It's just that the diagnostic fee is high. You're paying a monthly fee for the service. It covers a number of things, but not really. You still have to pay to visit and they may or may not cover the parts. When you can get through somebody, American Home Shield is pretty helpful. But it took me multiple calls for them to do a claim with another person and they wanted to charge me for it and I refused. I told them, "It wasn't fixed the first time. I'm not gonna pay again for having something in which I've been complaining about for a year." So they did not charge me for it.

The American Home Shield website itself is fine for you to get the claim. But for follow-up, it's complicated. You can't really follow up online. Even if you leave a message, they're not responsive or it's responsive a few days later. So if this was an emergency, what do you do? Then the second thing to be cognizant about is that even when you call, you're trying to go through the process, and then it keeps kicking you out. Sometimes it's easy to connect and other times it's not. You have to dig for that number. It's not obvious. So the website is missing a few things in order to make the customer have a better customer experience.

American Home Shield wants you to use the website. So they have now a telediagnostic, which is useless. I haven't used it, but I don't think it's the most efficient way. That said, if you do your thing, they'll tell you this is an order and then they ask you to call directly the company that is doing the issue. So if you have an issue with the company, but you can't get through the company, which is what my problem was, I had no other way to state my complaint, that even though I said they're not coming, whenever I had to call them to let them know that this was an issue.

I waited a long time because my refrigerator wasn't working, and then it worked, and then it wasn't working again, and then it worked again. There was really no recourse other than complaining on a regular basis. I have other issues that I'm dealing with. The first problem happened on August last year and the company came on October. They were supposed to come back but they didn't. I complained in May and I complained again in August this year and they finally sent me this new company. I had to let them know the machine that I was using because not all repair people repair all machines. But I will work again with Creative Connection because they were very efficient. Plus, they're Caribbean. So I trust them better.

It was a very frustrating experience and trying to get him to transfer me to someone else was very excruciating. I nearly canceled everything right then and there, but I desperately needed the HVAC system so I couldn't. It was probably one of the worst experiences with any customer service I'd ever had. This time around, there were no problems at all. It was as easy as could be.

Now, we're going back and forth with American Home Shield. They were saying they haven't gotten the diagnosis report from Sears and they couldn't reach Sears. Sears came out on the 21st of August and we've been going through this whole issue since July. At this point, I'm getting a runaround. Also, when I call with the number provided by AHS, it's just an AI representative. I can't talk to a human being.

Before the last craftsman left, I asked if it would have been wiser for the company to replace the unit because my unit is very old. He explained that they can't do that that. I would have to talk with AHS and tell them I want to look into getting a new unit. He explained a bit of that, and I said, “Okay. Makes sense.” However, I'd appreciate a better explanation because going without AC for three weeks was brutal. Last year, I had issues with the AC as well, but they said it was because the refrigerant was overcharged. It was a different company that came out then.

Right now, there's nobody to call. It looks like they don't want any customer calls. I've tried to go in and self-correct it, but they won't let me do it. So, that's been my frustration. Other than that, they've been good about the services. The technicians have been good. They've been responsive and they've done well with the repairs.

I left American Home Shield and went to Choice for a while because they were offering that service and AHS wasn't. When I came back to American Home Shield and signed back in for my new policy, I thought that I was getting that service in the renewal of the policy. It did not turn out to be the case. They signed me up for what I had previously ha, and that was not what I asked for. Once I'm already locked in for this new policy, I can't get the policy that I actually asked for in the first place.

It is the first technician call that I've had that I was not there for because I have purchased a new property that is now an investment property. The tenants did not know the history on the service that has been provided. AHS serviced my AC in August of 2024. I called in about the AC again on August 2025. The technician came and said it was misuse and abuse. I said, "Absolutely not," because I had a service plan on my AC unit before I became an AHS customer. A technician was out last year to look at it. That doesn't sound like the definition of misuse and abuse. I don't fit that qualification.

I called AHS and requested a second opinion. However, several days passed but I haven't heard anything about it. My app showed that the second opinion service request was canceled. I called because I didn't cancel it. AHS said, "Dispatch canceled it because they couldn't find a technician." I said I still wanted a second opinion. First, they tried to tell me, "It's been more than seven days so we can't submit the second opinion." I had to wait for a supervisor to call me back so I could get the second opinion resubmitted. They resubmitted it, but they cancelled it within 48 hours. They never communicated it to me. I called back again to find out what the heck was going on because I saw it was canceled. I've been escalated to a supervisor twice to get the second opinion request put in and both of them got canceled, and neither time AHS communicated them to me.

I was done. I called to cancel. It took 30 minutes to cancel my plan because AHS kept trying to upsell stuff and, "We can refund you this and you don't have to worry about that. You do not have air conditioning technicians in the state of Florida, ma'am." Florida, Texas, California, Arizona. If AHS doesn't have AC technicians in those states, they should not write home service policies for AC units in those states. It's hot as hell in Florida. The technicians that I have talked to don't like working with AHS. They would rather work with the other home warranty companies.

The service guy was outside already when I said, "What about the faucet?" He said, "Nothing's wrong with the faucet." I said, "I put in the ticket for two things." He said, "No. The person said that nothing else is wrong. I turned the faucet on and off, and it was not a problem." I said, "There is." He went and looked, then he came out and told me it was a pre-existing condition 'cause it was an old faucet. I said, "What do you mean it's a pre-existing condition? That whole damn house is old. Everything is a pre-existing condition at that house." He told my tenant that the leak has been going on forever. I said, "Wait a minute. He just told me outside that he couldn't even find it, and now, he's gonna say it's forever?"

So, then the service guy paused and said both of them are a pre-existing condition. There was no water damage in the cabinet where the water valve is, so that wouldn't be a preexisting condition. I work for an insurance company, so I understand the whole concept. The service guy put in a ticket and said that both of them are pre-existing, that they're old, so the claim was denied. I called American Home Shield and they said, "Let's send a second opinion out." However, they couldn't find a second opinion, so they canceled it. I'm still having the issue in the property 'cause the service guy fixed one bad leak and didn't fix the other one.

Overall, I'm not happy with the home warranty company or the plumbing company. Truly, American Home Shield is gonna be a one-hit wonder in one year. I have a contract for one year and as soon as that's over, I'm going to somebody else because it was wrong for them to offer me a second opinion and then cancel the request after 48 hours when they couldn't find one.

American Home Shield didn't want to pay for it and they haven’t been responding. I’m going to drop them because I don’t want to keep paying money if they’re just looking for ways not to pay out or honor what they say when I have a problem. This wasn’t a preexisting issue. I wouldn’t waste my time or money signing up if I already had preexisting conditions.

I had to pay for two service calls. That's 250 bucks. According to the second guy, the repairs may not fix the bigger problem. So, we're looking at if I can afford a refrigerator or not. When I tried to go back to the out-of-pocket expenses to fix the rusty and corroded water valve, American Home Shield said, "Well, the company that comes out here doesn't do that." I'm not a happy American Home Shield customer.

I couldn't reach the new company that has been servicing the fridge to get an update because there has been some confusing communication. American Home Shield sent out a tech who diagnosed it as a compressor shortly after Sears wouldn't come out. We got that taken care of. They ordered the part and gave me the timeline for it. But for some reason, they sent out another tech close to a week later, who diagnosed and suggested the problem was bigger. I've been trying to call them to get some sense of what this all means and what they have to do. They weren't picking up the phone. The voicemail was full.

I talked to AHS about it. AHS reached out to the contractor and got back on the phone with me to say that whatever they ordered would be in tomorrow. However, the guy that I talked to today said they don't know if they can get the parts and they will know by the end of today. I don't know if I was satisfied with American Home Shield's approach.

The AC has been working fine since with no further issues. But after the technician hurt himself, he removed the plastic bags while inside and just walked out. But no worries. American Home Shield deals with a couple of companies. So, I can just tell them I don't want this company. I want another one. American Home Shield was good with me.

The tech was good and honest. He also replaced a part on my dishwasher that melted. He ordered the part and he brought it at the same time with the washing machine. American Home Shield is s really good company, so far.

I told the contractor I'm covered under AHS warranty. But they said they have to charge for that. I didn't appreciate that. The contractor said that it's how they do things when they come. I said, "No. You're supposed to be paid by American Home Shield no matter what you do so that needs to be filed with American Home Shield." The tech said it does not. If I want them to look at my air conditioning and do cleaning, I would have to pay them. I called AHS. I asked the lady that I talked to why did I have to pay. She said she didn't know why, but she didn't bother to look at it.

American Home Shield sent another tech from Subcooling out, which was the last one who just called. They came out and looked at it. They said that the water that was in my unit, the thing was stopped up. And because the drain is not at the bottom, it's why the water sits there. They supposedly have connected it where the water will drain out. But that's not happening. Other than that, he said that was not what he does. He would put in his report for AHS to send out a plumber.

But after a dozen phone calls, they refused to come back and just said it was the machine. One Stop kept saying it was a faulty equipment. So, American Home Shield finally got Sears that's supposed to come out tomorrow. I didn’t see it on the app, but the rep told me they were coming and I hope they are because I'm staying home tomorrow. I had other claims done on my dishwasher and the toilet. But this one for my washer is the only one that's giving me so much problems. It's so inconvenient and it's been such a headache. I've been going through this for almost a month now. American Home Shield tried their best to help me. They tried to send someone else before Sears but they didn't respond because it looked like they don't cater to the Norwalk area. So, American Home Shield had to find another person and I like the way they found Sears quickly today, and got them to come out by tomorrow.

A few days go on and it kept saying that it was in process. Finally, after about five days, I called and they assured me that by that Friday afternoon, it would be fully processed, and that it was being reviewed by their team. That didn't happen. So on Monday, I called. They said it was still under review by the team. What we were gonna need is a second estimate. We've never had to do a second estimate on anything. We even had a heating unit that had to be replaced, and there was no second estimate on that.

I live in Murphy, North Carolina, which is a small mountain town. There's not a whole lot of full service plumbers out here. There are a lot of handymen, but not service plumbers. In fact, they had to come from North Georgia to do this. So, I asked to speak to a supervisor, and one did call me back the next day. Her name is Mavis. She said that they needed the second opinion and that I could call around. I said, “Well, I'm not supposed to be doing that. That's part of your job.” I asked to speak to her supervisor, and she said she is the supervisor. I asked for whoever is above her, and she refused to give it to me. At the end of the second week, I finally got a call from Christian Plumbing. They had received the okay from American Home Shield. That was on a Friday afternoon and they said they could be out that Monday morning.

They came out on Monday morning. They got there about 9:30, and the tech took the old one off and called it out. It's up from upstairs. About 10 o'clock, I got a call from Mavis at American Home Shield. She said it was approved. I told her that the plumbing company called and we've set our time, and that he was already replacing it. She said there would be a $724 co-pay. I had her on speaker so that my husband could hear the conversation, too. The tech upstairs looked over the rail and he was mouthing to me, “We don't have anything that's $700.” I said, “Hold on. We paid our monthly premium, $123. We paid our $134 service fee for them to come out initially. That's supposed to go towards it if we choose to do it that way.” Mavis said, “Well, there's still gonna be a $727.”

Mavis asked to speak to the tech. She started talking to him, and the tech said, “Ma'am, I've already taken the toilet out and put it in the truck. Ma'am, we've never had to do a second opinion either. It was really broken beyond repair because of the lines going to it and the bad valve on not only inside but outside.” She kept on saying there was gonna be a $727 co-pay. When the tech asked her what it is for, she said it was for the toilet seat.

Apparently, my husband's disabled and he had put on there that if possible that they had a seat that would extend the height of it. Mavis kept going on and on, and finally, I got her away from him because he had nothing to do with it. I just told her, “Ma'am, if you had told us initially what this was for instead of continuing to say it’s a co-pay that we owed, we wouldn't have had this long conversation.” We talked for over 25 minutes, going back and forth about this, and she still refused to give me her supervisor's name. She never even apologized. We were not happy with that because the process took 2.5 weeks.

Other than that, the plumbing issue had been fixed. Christian Plumbing was on time, spot on, and cleaned up everything. You never even knew anything had been in there, so I have 0 complaints for them. We were just both put out so much with American Home Shield that we probably will not renew in October. We've been satisfied with them all along, but it seems like they're taking a different turn. They've gone up with their price, too. When we first started using them, they were $40 a month for the same coverage that we receive today. Currently, we're paying $123.

Their response time is very slow when the situation is emergent. A basement flooding is emergent. A lot of stuff was damaged in my basement that I had to get fixed. A week after the first pipe burst, another one burst in the same area, and this was Christmas time. To this day, I don't know if I'm gonna call American Home Shield because who knows how soon they're gonna respond. Setting up a request is a little better when I use the online service because I don't have to talk to someone. I have an issue when I have to talk to somebody.