American Home Shield Reviews

ServiceOne Air came out came out recently for my AC. I kept it always up to date on inspections, and they informed me that it was getting a little tired and worn out and there was a leak. I submitted the claim to American Home Shield, but they didn't pay any of it because it was a complete replacement of the HVAC. They just said because it was a complete replacement, they weren't gonna cover it.

I had an outlet that was burned and when I filed a claim for it with American Home Shield, it was so easy. I didn't get people not knowing what to do. It was straight to the point. The rep was good and explained my deductible to me. She said my issue was covered and that she was gonna get somebody to come out. She had them come out right away. The electrician they sent out was great. He did the job. I had a problem with how expensive the deductible was though. I knew I have to have a deductible, but I didn't have an idea that it was that much money. I paid that $125 and that was kind of steep for me. But he was here five 5 minutes, so all good.

5. Temperature Sensor

After some time I called the AHS escalation department to get an update to discover that there were issues between AHS and the contracted vendor about the parts being ordered vs received this was around October 10. I continually had to have this matter escalated within AHS due to the lack of communication with the contracted AHS vendor. We began to have food spoilage and I indicated this matter to AHS.

Finally, around October 16, the contracted AHS representative returned with parts but the replaced parts did not fix the problems. Then this contracted vendor tried again October 24 with no results. Then October 29 a new dispatch number was assigned for the same issues. On November 7, the same company sent another representative who brought another 2 different types of seal gaskets from the previous representative but did not address the initial issue that was pointed out. Both gaskets were forced on but only the freezer one stuck on.

As I was continually escalating the matter each time I called finally Lilnel (AHS) sent me an email on November 19 to express concern. We had been going back and forth until 11.24, at which time she asked if it was ok to close the matter and I told her no because the matter had not been resolved. AHS had assigned yet a totally different matter because I told them that once the gasket was installed a crack is now present on the left side of the freezer and water leaking at the bottom of the freezer. I sent photos.

The new contracted vendor arrived on 11.25 and indicated that the cracks that are now present on both sides of the freezer are normal. And that due to the frozen water leakage on the bottom of the freezer it is due to a clogged water line and the defrost drain. After reading to the AHS contractor that this wasn’t normal. He indicated that he would tell AHS about his findings not addressing the initial issue as the previous vendors and that he would request parts for the water line and the defrost drain.

I sent the updated emails to Lilnel. Initially it bounced back indicating that the photos were too large so I resent the emails in 3-4 sections. Now there is excessive floor damage which is worse from over a month ago. AHS has been informed of this during my several calls including the escalation department and my updates to Lilnel. We are continually paying our monthly premiums and at this point all we want is a replacement refrigerator, and our floors repaired to make us whole after dealing with this for 2 months and counting.

The next day, after another long hold, AHS finally reached JC Electric, who confirmed they could not service my home on December 1st. After all of that, I was told AHS still could not assign me another professional and that I had to work around the technician’s schedule—not the other way around. How does that make sense when I am the paying customer? Their process is inconsistent, their policies contradict themselves, and their representatives keep you on hold endlessly with little to no resolution. This company has been nothing but a waste of time, money, and energy. Do not waste your money on American Home Shield. You’re better off using Thumbtack or hiring reputable technicians directly.

At one point, it was good for me. My ice maker was on the warranty. But on the next contract, they said it wasn't on the warranty anymore. Then next thing I know, it was back on the warranty. I'm thinking they're adding stuff to the warranty and upping their price. I'm paying them every month, and I still have to pay the people $125 to come out and do the service. I don't use American Home Shield that often. It's not like my appliance goes out every month or every two months. Usually, a couple of years go by before something happens so I'm thinking if having American Home Shield is really worth the money. I'm to the point now of thinking of canceling them because I'm not happy with the pricing.

We're pleased with the coverage as well. It's wonderful that we only pay what we pay monthly, and once we pay that, we don't pay anymore unless there's an issue that's not covered through AHS, which we did on one thing. That needed more internal work like making a hole in the wall which they couldn't do and that was certainly understandable. That was with the outlet that we needed fixed.

I am new with American Home Shield and when I went to the website, it said for me to sign up for an HVAC maintenance. They have that as part of my plan so I scheduled it for a contractor to come. I have a brand new heating system. They converted it from oil to hot water heat. When the repairman came out, he checked some of my thermostats. My heat is zoned out so I told him about a problem that I was having with one of the zones. You have to bleed the system. He called his boss and his boss said they could do that for $75, and that American Home Shield doesn't cover the kind of system that I have. I was asking him what does the service offer overall but I didn't get a solid response.

2nd guy comes out. Wasn't even from the repair place that was supposed to come out. He tells me he's subcontracted from the place that was supposed to come out. I help him take the unit apart because he asked me to help hold the unit as he gets the screws out from underneath. He realizes that one of the blades broke from the fan. He tells me one of the blades broke then unbalanced the unit and probably made it brake 2 more blades on the fan. Tells me that the warranty probably won't cover it and tells me that if I pay him 125.00 and pay for the parts the can fix it for me. I told him no, I just paid 125.00 for the deductible, that we'll just go through them that why we have it. He tells me ok and I help him put the unit back together.

Then I get a denial message that he said there was a foreign object in the unit. No there wasn't. Foreign object means something that wasn't supposed to be in the unit. 100 percent it was a broken fan blades 3 of them in the unit. Not by our negligence. So you're telling me down the road if our ac broke which is the biggest expense I might have or a garbage disposal blade broke can be called a foreign object and deny our claim why would I keep having this policy?

Also I got a picture, several of this guys truck with the name of the company taped off so you can't see the name isn't from the right company. This wasn't someone who is even authorized to come into our home. Also tried to make sure we we knew he could fix it on the side. I will be placing a Google review, yelp review, and also a. BBB claim on this service we were provided. Not happy at all. This dryer was only a couple 100 bucks to buy a new one. You think I trust you guys with a 5000 account unit or anything else involved with covering my home again.

At this point, I am dissatisfied. We have six properties that are under American Home Shield. We contacted them for a plumbing issue, and they weren't clear with communicating when the person will come out. We were waiting. The tenant was waiting as well. At one point, the tenant mentioned that someone had to stay in a hotel because we weren't getting any response. Again, we had to go a different route and pay a contractor to go out there and fix the issue. It's like we have the insurance but it's not working for us.

I looked at that as if the previous company gave me misinformation to either not want to do it or charge me more. American Home Shield should cover everything as far as the plumbing goes because I was given misinformation and misquoted. I was very dissatisfied with that. I was not happy with the contractor. I hope to never have them assigned to me. I would fix this myself before I try to call that company again. And I know nothing about plumbing.

American Home Shield gets different information. One associate may tell me something, and another tells me something else. AHS will take whatever money, however they charge to start a service request fee, knowing that it can't be fixed. I could tell them what the problem is, and they would take it, and I would get a tech out here and say, "We don't do that for that." When I initially talk to them, they will tell me, "We can get that covered. We'll get that taken care of." So, there's a lot of misinformation going on from when I file a claim to when someone comes out. And it's always a big difference. It's a lot of cases where they say, "We'll take care of that," and then get out, "We don't cover that.”

It's a good company once they finally do what they're supposed to do. But as a consumer, I should not have to fight and call constantly and wait on callbacks. It has been several times that I've asked for a supervisor. Rarely did I get a call back. Being business-oriented, this company isn't a good company. They get you in, and sign you up, and you pay every month. But when I have an issue, I will have to fight for what I need to get done. That's not fair to any consumer.

They should not take the service fee knowing we can't fix anything. I understand that. It's one of those things where they ask you over the phone. They have the capability for video diagnosis or you have the capability to speak to the technicians before they come. It does not have to be taken from you and applied. Most of these things you could explain it to them and they know, "We can take care of that." AHS knows what they're willing to cover and not. Instead of me giving them my $100, give me a chance to use that towards a repair that I can make outside of AHS because they were not going to cover it anyway. It's almost like a cash grab. It's free money in the air and they will take it.

Some days, I get frustrated that I'm tired of sitting on the phone and going back and forth. Once it finally works, it's fine. Once they finally say, "We're just gonna replace your product,” or this or that, that's okay. Even with those things, when they finally decide to do the right thing, it's still another fight to even get things done. I've been having a stove repaired for the last two months. That's not acceptable. They've been piece by piece fixing the stove. I'm not sure if I'm gonna have an accurately working stove even to use on holidays.

I started getting worried because they were not speaking to me. They were just telling me not to worry about it. The tech told me he fixed it, and he didn't even wait in the house. He was only in the house for less than 30 minutes, so I didn't even understand how he even fixed my AC. He left. Then I realized it was not working. So, I called American Home Shield. The tech came the second time, and the third time, it was fixed. They have a poor communication skills but because it was fixed, I cannot say anything bad.

I like that with American Home Shield, it's easy and simple to go on and make an appointment online. I don't have to do all of these extra prompts. But if you call, then that's different. I also don't like that if I'm under the contract, I have to stay within that contract for a whole year. I attempted to upgrade to a better contract, but they said that I couldn't. I also didn't receive any information letting me know that my contract is up, that I can continue to opt in if I want, and that there are other incentives that I can get if I was to upgrade.

The technician who came out had a strong accent, so it was hard to understand. He had to do an inspection to figure out what they needed. I received the parts within three days, which is great, but then I had to wait 30 days before the next appointment. Timeliness was really poor.

I’ve had other home warranties and I feel like American Home Shield is a little expensive on the per usage when they charge the show-up fee of 125. I’ve paid 65 in the past, and that was nice. So, if you’re looking for cost savings, go somewhere else.

At another time, my experience with American Home Shield was really good. But they have been terrible lately. I don't know where they find the contractors but they're not picking quality contractors. It seems like you just throw your money down the drain if they're not getting reputable technicians that's going to do what they need to do.

I have referred a few friends to them, but they have had bad experiences. The quality of the service depends on the area now. My mom's in the area where they come and fix whatever needs to get fixed. I had a friend in Tennessee, Murfreesboro where they sent a contractor over here to fix her HVAC. That person turned stuff off and didn't turn it back on. Then he never came back. She called American Home Shield and they weren't helpful. She's still without her unit working, and that's been almost a year now. My sister also had American Home Shield and she's looking to get someone new because she's in Midland, Georgia where the service is poor. It seems like whenever she talks to somebody at American Home Shield, they want her to fix her issues by herself and they won't cover the repairs.

In the past, if a breaker tripped, I could reset it and everything would work fine. This time, the electrician came out and said there were signs of water inside the box, but everything was still working. He simply reset the breakers and they worked normally. I asked him if the water inside the breaker box was a serious issue. He told me that depending on wind direction and weather, water can seep in from the top of the box and travel through it. He showed me photos and pointed out that the breakers have small clear windows, and that there were signs of moisture inside several of them. However, none of them had failed except for one, which is the only reason I submitted the claim. He said that eventually he would recommend replacing all the breakers, but he did not expect the main breaker to trip again. I asked what would happen if it did, and he said we could look at replacement at that point.

When I received the denial from American Home Shield, I was shocked. I had received the electrician’s estimate the same day he came out, so I thought that was just part of the normal process and documentation of his findings. I understand the policy says issues caused by wear and tear may not be covered, but I don’t know if this qualifies as wear and tear. I’ve lived here for five years and bought the house almost six years ago. During that time, I’ve never had any water-related issues with the breaker box. There is some yellowish discoloration inside the box, which suggests this happened gradually over time.

I’ve been paying American Home Shield for almost six years. When I first signed up, my monthly payment was around $50, and over time it increased to about $62 a month. Over nearly six years, not including service fees, I’ve paid them almost $4,000. And I only filed one claim during that time, about three months ago, when my washing machine broke. They offered to replace it, but I chose to have it repaired instead. The repair cost was about $600.

Based on that experience, I would not recommend home warranty insurance. I would rather save the $4,000 and pay for my own repairs than spend nearly $400 a year and receive only $600 in coverage over six years. My family is already a member of American Home Shield, and they all know what happened. They might be reconsidering if they're gonna renew. It’s better to save and put aside those 60 bucks. At least you can shop around for an electrician and have the appliance replaced.

I spent $15,000 and bought a brand-new air conditioning system because the people that they kept sending out didn't wanna fix it right. It was in the ceiling, and it was complicated to get to. They all just kept giving excuses. The drain line was clogged but nothing was done, and they could not unclog it. I got sick and tired of spending all the money to do the repairs on the drywall. I also had to get new flooring. I couldn't count how many times in the past three years has American Home Shield sent people out for the air conditioning for the same thing. But it still kept on flooding the bathroom.

American Home Shield is not worth it. Nobody understands what you're talking about when you call them up. The last guy I got to do the washer was pretty good, but the people they have sent out to do repairs, 9 out of 10 times, they look for excuses not to do them. They're just trying to get their trip charge. They don't even try to look at it. I also referred my sister to them and when she had an electrician come out, they said they couldn't fix the issue because they couldn't get to it.

They said it needed to be replaced because the year on the water furnace that's installed is 2009. They said, "You outlived the usefulness and it's leaking from the bottom. That's not something you're gonna repair. It's gonna have to be replaced." Which is fine, but tell me what I'm paying for. I can probably get a new one or have someone come out and do that. No one told me what I wanted, so I stopped communicating. I was irritated. Both parties should always be prepared to tell someone exactly what they're paying for.

I'm a new homeowner. This is only my second year in this house. I had a different home warranty last year. When I bought the house, the Realtor gifted me a home warranty with a different company and I was gonna stay with them. But I know several people who use AHS and they said they are amazing. I could have stayed with the other company. I switched based on other people saying AHS was so good. I'm gonna switch back to the other company, but I was lazy to do that at the renewal time. People need to know, especially those like me who are new and don't understand what a home warranty is gonna cover. AHS should be more transparent.

The guy was from Colorado Springs, about 45 miles away, and said he couldn’t come for a week. I asked where he was going that day and he said Pueblo West, which is right past me. He said he could stop, but only for a minute, and I said that was fine. He came the next day with another guy, who seemed very arrogant. He said he didn’t need to look at it, and wouldn’t even look at the bowed part. He pulled the machine out, put the lid back on, and they left. They never contacted me. I called several times. His write-up denied the claim, saying I was washing things I shouldn’t have. But this is a large 4.7 LG tub, and I’ve washed everything in it, including cushions and comforters. It’s an open tub with no agitator, one of those machines where you can wash really large items. I loved that washer. When I buy another one, I’ll get the same kind again because it was fabulous.

I called AHS and asked what they meant by denying it because of what I was washing. It wasn’t my fault that it blew up. I kept getting representatives I couldn’t understand, and I didn’t speak to anyone who spoke clear English until I finally raised hell at the end of all this. Eventually, a nice lady came on the line. Before that, one of the other reps told me the next step was to get a second opinion. My second opinion was through Wright Appliance. I called them and at first, the number wasn’t even connected, and it was a strange number. It seemed like you could only reach it if you were already a customer, and it didn’t match the office location. When I finally reached someone, she said they had received the request from American Home Shield. I tried to set up an appointment, and she told me to just send the pictures that I took, which I did. The techs never came out at all and the second opinion was based only on my photos.

After that, I had to keep calling Wright Appliance and American Home Shield over and over to get answers. It was taking way too much of my time. This was a washing machine that cost under $1,000, and it made me wonder what would happen if this were something bigger, like an air conditioner or a furnace. At that point, I started questioning why I even had the warranty if I couldn’t trust them and they couldn’t trust me. I’ve had that machine for a while, I’ve always taken care of it, and I clean it regularly. I would never wash things I wasn’t supposed to.

When I finally spoke again with American Home Shield, the representative read the decision directly from her computer. She said the claim was denied because they said I was washing items that shouldn’t have been washed, and the second opinion didn’t dispute the first one. I explained that the second opinion never came out, so nothing was disputed. I told them the original technician wouldn’t even look at what I was washing and refused to go outside to see it. At that point, I demanded to speak to someone who could listen and make a decision. It took a fight to get there. I kept being passed from one person to another, being told there was no number and no way to connect me to anyone higher up. I finally insisted on getting a number for the main office because I needed to talk to someone who could do something.

The woman I finally spoke with was very nice, and I explained everything to her. She told me she couldn’t reverse the claim and the only thing she could offer was a few months of credit. I told her that wasn’t going to work for me and that I wanted to close my account. She said there was nothing else she could do but offered to connect me with someone who could close the account. My account is closed but a payment was taken out of my bank account the day before and I told them I wanted that money back. They said it would be refunded. Later, I noticed the charge still showed up asa debit, not a credit. I would never recommend American Home Shield. My girlfriend was talking about getting an appliance insurance and I told her not to get them.

I had one other claim, ad it was for my hot water heater. It was in a place that had a gas extension in the garage. American Home Shield worked with me and I appreciated that. But there were no people answering the phone. The people who answered the phone could talk to you. Now, they've gone. I kept American Home Shield for 30 years because I had worked with them before and they had been so good. That’s why this was so disappointing. Also, the price has steadily gone up. I now pay $68-something a month. I was a Realtor for 40 years with Coldwell Banker, and I used to give it as a closing gift. It was an easy gift to give, people really needed it, and they were easy to work with. But I won’t go back to them again, and now I’m very leery of appliance insurance in general. At this point, I won’t do appliance insurance anymore.

We had AHS one other time for a refrigeration unit, and the company that came out was Wolf. They were very accurate in diagnosing what the problem was, but also let us know that it wasn't covered over the home warranty thing, and what our next step should be, which was to replace it with a cheaper model than what we had. That has been my two times that I've used the service and I've been happy with it.

Dryer parts were all over my floor. There were sharp objects and I have three small kids. I was waiting for someone to come out. At 4:15, nobody came out yet. Then I got this AI text message from Sears saying the technician was held up and they had to reschedule me for Monday. I called American Home Shield and told them that was unacceptable. I was very upset. They did what they could, but no one came out. I had to wait for Monday to come. Finally, someone came out Monday around 2:30. This is the gentleman that has came out to my dryer before and fixed it in 20 minutes. His name is Andrew. He's the best technician that they got and I wanna request him from now on.

American Home Shield is very good with some things. But other times, when I have a big issue and I need somebody immediately, it's never fixed immediately. It's taken weeks. They fix it eventually but it’s gonna take a while and I have to complain about it. American Home Shield also increased my rate every February without me knowing about it. When I called about it, they told me I could have called in January and asked for a promo. But I didn't even know it was increasing and by the time I called, it was too late.

I'd like to have good technicians out here the first time around instead of me getting the second or third-hand person. I had a plumbing issue and American Home Shield kept sending me this one company. They screwed up my house more than anything else with plumbing. One of the pipes was clogged in my sink and eventually, they just said they could not fix it. I had to deal with putting a big black bag underneath my sink and figuring out how to empty the sink water in the bag so I could use my sink and wash dishes. Someone came out and fixed it eventually, but it took a good month. I was doing that for a month.

I have about 10 homes with American Home Shield. Some of them have been covered for 3 years, some are 4, but the longest is five years. I like that they're prompt. If I have an issue, they'll take some two or three days, then somebody's already out there. But they could have taken care of the AC issue a little bit more, especially because it's my personal home. They don't have to give me priority, but they could have taken into consideration that I’ve been with them for a while. I've trusted them that's why I have these other 10 investment homes with them.

If you have American Home Shield, make sure you read the contract correctly. Also make sure that when a contractor has to come back, you call American Home Shield and tell them that the contractor is coming back for the same issue that wasn't fixed the first time. If you don't say that, then they'll charge you another $100 for the same thing. That's what happened to me.

With American Home Shield, I don't always know fully what to expect. Sometimes they'll cover stuff but sometimes they won't. The time that they've covered stuff, it's been a good experience. But there have been a couple of times where they either hasn't or the contractor wasn't prepared. Like anyone else, they probably look for reasons to try to decline claims.

In some cases, when you request a service, the categories are generally broad. Sometimes when you want to schedule something, it doesn't let you specifically identify what the problem is. That may have led to why they sent someone that wasn't properly experienced. On a different instance, a guy thought he was coming to fix a leak but it wasn't a leak. It was a gas pipe in the stove.

About an hour after the service window closed, I got a call from the company. “Hey, I'm sorry. We're gonna have to reschedule.” I said, “Wait a minute. I sat here all day. I called. And I was told.” The girl said to me, “You're lying. I'm looking at the transcript right now. Nobody told you that.” I said, “You need to reread that transcript then because that's exactly what she told me. And I made notes of it.” She asked, “Do you wanna reschedule or not?” I said, “Well, obviously, I have no choice.” She rescheduled it for that Saturday and I said, “That's fine. But I do need to speak to a supervisor.” She said, “There's none available. Somebody will call you back” and she hung up on me.

That particular Saturday, I sat here the entire time. Since it was Saturday, there was no number because I can't call them. I had to call American Home Shield and they were closed. I waited and waited and about 20 minutes after the window closed, I had to leave because I had to go to the hospital. I was having medical issues. I had kidney stones and I was on the floor, in pain the entire day. But I did not want to leave because I had already been waiting for weeks. The service window was from 11:00 to 3:00 and the guy showed up about 40 minutes later than the close of the window. He called about 3:40 and I answered the doorbell from my phone on the way to the hospital. I said, “Look. I waited.” He said, “I'm so sorry. I didn't realize I was as far behind as I was. But I promise I will get you rescheduled asap.” However, I didn't hear from anybody. I was in the hospital and ended up having to have kidney surgery.

When I got done with my surgery, I called to schedule and they said, “We can't get you in for 10 days.” I said, “This has been a month now. First of all, I had to pay a $100 deductible and I'm without a microwave,” They rescheduled but would not do it early. Finally, the supervisor, at that point, called me back and I told her what happened. I said, “Honestly, every single person’s been very nice except for one who just ignorant.” I told her the whole story and the supervisor was apologizing to me. She was very nice. She said she pulled the phone records and everything I said was factual. She said, “I will put you on a list if we get a cancellation.”

They got a cancellation three days early and the guy that came out could not have been nicer. He fixed the issue and did a good job. He was phenomenal. However, the fact that they canceled two times and pushed me back another almost two weeks the third time was ridiculous. It was their fault both times. Plus, I was not happy dealing with the second girl from the service company. I even called American Home Shield and they were not helpful at all. The lady I spoke to was horrendous, basically telling me, “Sorry. Nothing we can do. They already ordered the part.” I said, “It was a $4 part. The guy that ordered it told me that it cost four bucks. You couldn't eat that $4 and just have somebody else come out here?” I pay American Home Shield $1,000 a year and don't really use them. Their site's good though.

The service person who came out was excellent, and I like him. He said he had to reboot the system and in order to do that, I noticed he used a couple of electrical clip lines to short something out. I could not see exactly how he did it, but once he did it, the system came back up and running. Currently, everything is functioning perfectly as it should.

When we get in touch with AHS, the majority of the time, we get individuals from a foreign country answering the phone. And once in a while, we have difficulty communicating. But I have no problem getting in touch with AHS. It's a problem getting in touch with Fix-It. We have been with AHS for over 33 years and this year, all of a sudden, we've been having problems with the people that they send. The service contractors that they hired are cheap labor that, the majority of the time, don't know how to fix the problem. The experience has been lousy this year.

Before I submitted for payment to set up the service call, I looked American Plumbing Solutions up on the Better Business website. They had a 2.3 stars, which is really bad. I read some of the reviews, and most of their reviews were negative, and there were a lot of people that were very dissatisfied. I called American Home Shield and I did ask them if they could assign someone else. So, instead of me completing the request online, I called in, asked them if they could assign someone else because of that rating. I explained why I didn't want them and what I saw online in the Better Business Bureau website. The gentleman I was talking to assigned a company.

It turned out that the company he assigned only handled stoppages. So, they did not do the plumbing repairs. The guy came out, he fixed the stoppages and he said they shouldn't have put him on the repair. He said AHS has to have them reassign me for the other two issues. A guy came out and he fixed the toilet issue. I was happy about that. On the shower, he said he had to order a valve and then they’d reschedule for him to come out. I went out of town, so it took a while to get things coordinated. When he came back, he said he wasn't sure if he could fix it. He said he had to reach out to American Home Shield. I didn't hear anything back. He said he was gonna call me back, and he never did. The next day, American Home Shield reached out to me.

My issue with him is he left the shower broken after telling me that I could use it. So, I was only getting a trickle of cold water out of the shower. He did not put it all back together the way that he found it. I called him and he was like, “Well, I can come back and fix it.” By then, my confidence was shot because he said it's gonna cost me $1,200 to fix a valve. He was gonna have to break out the wall. I called American Home Shield. I was upset. They sent out another company, and the guy fixed it so that I could at least get water. It turns out that there's a sediment issue in the cold line and that needs to be repaired. They said because it's sedimentation, they don't cover it. To me, a bad valve is a bad valve regardless to what caused it.

They could make it easier for clients to reach a customer service problem if they have an issue. I have someone else who's gonna come out and look at it outside of American Home Shield. If I had a complaint about AHS, that would be assigning someone who does not have a good reputation, and on Better Business Bureau's website, there should be some type of screening for their contractors. I still recommend AHS. If you get a good contractor with American Home Shield, you'll have a great experience.

I am really dissatisfied because now I gotta wait till I get some money, and I've been paying American Home Shield 80 something dollars every month. They take it out of my account. I can't get the service unless I go and purchase a commode to get put in. They don't honor everything they said. They told me if something can't be fixed, they will replace it, but that hadn't happened.

After the fourth visit, the technician told me, "Okay, it's working." I said, "No, it's not. It's not starting. What are you talking about?" He said, "Well, in my report, I'm going to say it's working." I said, "Why?" He said, "Because I don't wanna come here anymore." So he sent American Home Shield a report that everything is working and he wrote on the form the machine is working, but it wasn't even remotely working. So I called American Home Shield and tried to explain to them. They said, "We will get a second opinion. But if they find that the machine is working, it will cost you $100." I said, "That's perfectly fine since the machine is not working. It's not turning on. So yeah, no problem. I'll stop in for $1,000 it's not working."

American Home Shield sent a different company and they saw the machine was not working. They changed and changed parts. After eight months of me suffering, doing laundry for five people in the sink like a caveman, I already knew what the problem was and I kept telling the technicians. "Stop changing the parts you already changed. This problem is with the door sensor." I showed them that if I place the door in a certain angle, the machine starts. Everything comes and starts with the way the door is closing. I begged and begged all the technicians that came, but for some reason, nobody was willing to just replace the stupid door sensor, which would have cost a lot less than the $3,000 it cost American Home Shield in parts by then.

American Home Shield offered me a $500 in lieu of offer for a machine that costs $2,000 to replace. My first aggravation was why didn't they just replace my machine? It had been eight months and they couldn't fix it. They've also admitted that they couldn't. They needed to buy me a new machine. That was the right thing to do after eight months of suffering. They said, "We don't do that." I initially declined the cash in lieu offer and got my own technician, which found the problem. Guess what? It was the door sensor. At that point though, all the parts on the machine were refurbished, so I decided to take the cash-in-lieu offer and bought myself a new machine. It cost $2,000 to replace it. So I was at a loss of $1,500 on that one.

After the washing machine, the toaster oven broke. Initially, when I applied to American Home Shield, I specifically asked, "What happens when my toaster breaks?" They said, "Oh, it's covered," but when I called for the toaster, now, it's not covered. Years went by and my AC broke and American Home Shield fixed that properly. They added freon and originally, they wanted money for it, but they gave up.

My water heater and my kids' toilet broke as well. The water heater was so simple. It's sitting on a piece of concrete in the house that people can reach from everywhere. It's not in a closet or behind anything, but American Home Shield told me I had to give them $550 for the labor because the vendor said he'll need three men to replace the water heater for installation. It was ridiculous because it was right there. A new water heater costs $400 and one person can install it in an hour. They'll pay for the heater itself, but not for the labor. Again, I was mad. Home Shield gave me another cash-in-lieu offer for $500. I took it, bought a water heater and paid a guy $200 to put it in. Again, I ended up paying more.

As for the toilet, it was really important because my kids use that. It had an issue with the pipe that had to be moved, and it wasn't that expensive to do it. American Home Shield said, "No, that's an upgrade. So this upgrade will cost you $140." My handyman wanted $150 to do this job, so I told American Home Shield, "You know what? Fine. Just give me the $140 and cash-in-lieu offer and I'll have somebody do it." That would have been $10 more and I would have had this job done.

At that point though, American Home Shield stood on their back seat and said, "Nope, we're done. We're not giving you anything for this one. We're not paying for upgrades." I said, "But the toilet doesn't flush. The poop gets stuck in the toilet every time they poop. That's not an upgrade. That's the solution to a problem." They put their foot down and said, "No, this is where we would draw the line on that one." This was the hill to die on for them. I said, "You know what? Just leave me alone."

The one thing that American Home Shield did at the end of two years was fix my AC, but all the other frustration over the two years was unbelievable. Eight months I was doing clothes in the sink, washing them like a caveman, suffering so much with laundry. They were so proud they gave me a cash-in-lieu offer, but that didn't cover even a fraction of the cost of the new machine. They tortured me. With the toaster oven, I got nothing. That just disappeared from the terms and conditions for some reason. They didn't want to fix the water heater or my kids' toilet. Even with the AC, I had to call for a second and third opinion. The first time, I was rejected to have the unit repaired. The first company said, "No, this is a physical damage." I said, "What do you think I did? Took a hammer to my own AC? What the hell are you talking about?"

The agent was nice enough to read me the entire report that the technician submitted to American Home Shield, and I googled it. All I did was I typed what they said, verbatim, into chatgpt and I asked the agent to do the same thing. The report indicated that there was damage to the plastic part of the water bin, and chatgpt said this is typical wear and tear for an AC machine of that age. American Home Shield kept fighting and fighting me along the way with everything instead of coming my way, and everything had to be a second and third inspection always. Eventually, I put my foot down and they gave me a second opinion on the AC. The second people really said, "Yes, clearly this is damage that we need to pay and fix."

American Home Shield put me through hell and I don't need to pay somebody for that. Two days ago, I decided to end the relationship with them after two years. It's not that I didn't want to keep the home warranty. Their retention people were not good enough to retain me and American Home Shield never gave me a chance to stay with them. Everything I wanted or thought that they would help me with, they denied. Everything I thought they would fix was just more headaches for me. Between all the technicians visiting, I lost about 50 days of work. I stayed here waiting for technicians, especially when the washing machine was broken. It was constant, nonstop, with the washing machine, and at the end, it was me who had to fix the situation.

It was frustrating and I will spread the negativity around. Whenever somebody asks me for a recommendation on American Home Shield, I will tell them what a horrible company this is simply because I believe it's true. I don't believe American Home Shield wants to help customers. They are in the business of torturing customers and maximizing profits over giving customers even a little bit of help. The worst part is there's not even empathy. Not even, "Oh, my god. This is the 13th time this month you have to stay home to wait for a technician. We are so sorry. We are going to give you a credit of $500 for all your suffering, for all the time you had to stay home because you didn't go to work. After 30 technician visits, we're just gonna replace your washer-dryer."

Before American Home Shield, I had another home warranty company and they were much better and quicker at fixing and repairing things compared to anybody else, but getting to that point was also frustrating. It was not easy to reach them on the phone. In order to start a claim, I had to wait four hours on hold before I could talk to a live person. I don't want to be on the phone for four hours on hold and I would have no problem returning to American Home Shield, but I seriously would have to be compensated for my time, my efforts, and my suffering. Those conditions have to be met. They have to give me back what they took from me.

I've always had good technicians who are very helpful. It was kind of rough around the edges when the most recent plumber came in. He wasn't smiling and I thought I should leave him alone. But when we started talking, he was the nicest guy. He showed me everything that he was doing, what was wrong, how it happened, and how it could have been prevented. He was amazing. I have recommended American Home Shield to friends. I haven't had a lot of issues, but when I have, my service has always been great on both ends. When I had an issue with my air conditioner in my rental house years ago, American Home Shield was spot-on in taking care of that.

They just did this yesterday. They had to submit it to American Home Shield, and American Home Shield has to approve it, but it is taking too long. I can buy the part and they can reimburse me, then they can come and put it in, if that'll help. All in all, it has not been a good experience thus far because I'm still without a shower.

I was supposed to get the valves on my tub fixed and the plumbing company told me that they would charge $600 to do it and that we had tampered with the valves which caused the faucet to leak, but it was leaking when we moved in. It's our word against theirs. It was a big mess. We fixed one of the faucets by ourselves. We went ahead and ordered the parts on Amazon and got it done within a day. I already paid AHS $125 and the plumbers wouldn't fix it. But all I need them to do now is our toilet which still stops up.

They were jerks. The tech huffed and puffed when he came in here. He was frustrated. He sounded mad. American Home Shield told me they would find another company to do it instead, but nobody else services through them. They're the only company that works with AHS to do things. We were also supposed to have Ohio Valley Electric come out to look at some of the electric things. They never called me or showed up. It has been very irritating. AHS is so rude to me. I almost cried. I thought about switching from AHS because if I'm gonna have to deal with them indefinitely, I don't wanna deal with them.

Then right about the time the weather changed here, he had called that day and said that he couldn't do it. He said he had been sick or something and hadn't talked to us. It had been at least a week since we had any communication with him. I tried to appeal it through American Home Shield. AHS said that the tech reported it was wear and tear and it wasn't covered.

The people I was speaking to with AHS were not in the United States and they spoke textbook English, but not idiomatic English and had a real hard time communicating with at least one of them.

Finally, I managed to call back enough that I got one who spoke practical English and has a basic understanding of electricity. They told me that I could try to get a second opinion. I'd have to pay for a second deductible. They were gonna send someone out of Henning, Tennessee. They told me that if the second contractor agreed with the first and they still wouldn't cover it and that they might do the cash thing where they pay for some components. I waited for 24 hours. The second contractor never showed up, never heard from him. I called the number that AHS provided, I was never able to get a human.

48 hours later, I went on the AHS app. I canceled the second contractor and ended up finding someone local. They came, analyzed the problem and explained it to me in just a few minutes. I'm out about $3,500 for the repair. Very disappointed with American Home Shield. I wouldn't recommend them to anybody. But when it works, it works. We've had a couple of appliances repaired, minor things. As far as cost benefit on repairs, even though with the monthly premiums and the deductible, it still ends up saving me some money on simple repairs.

We're out of money because we've been paying at least $1,000 to $1,500 a year times three for 20-plus years. Also, the $100 charge for every service call keeps going up. 90% of the repairs that AHS has done over the years have had some type of issue or we've had issues with the company that they have sent. Never has it been done in the same day. It's a scam. I might get somebody out there in two to three days after I've called because I have to wait 24 hours after they give me somebody. I can't even call them until they get something from AHS. It's like having an HMO. You have to get a referral through such and such and you've got the lowest insurance possible and the worst doctors out there.

The contractor was given to us by AHS and called the next day. I had to get back to them. We had them come out three days later. We had an issue with them just even getting there. When they did come out, they weren't there long. They said it was something with the drum but it was based on overuse so it wasn't covered by AHS. They said they would give stuff and they would change it for $50 and to get back to them. We got back to them. Didn't answer, didn't answer, didn't answer. Finally answered, said, "That's closed. You need to call American Home Shield." Called AHS and that was that. We said, "Nope. Give us somebody else" because we wanted a second opinion. They sent somebody else out which took another few days. So, they were out of a washing machine for at least two and a half weeks.

The second one came out again. We've dealt with them before, and they said it was something different, but came up with the same reasoning. It was overuse and it wouldn't be covered, but they didn't tell us it wouldn't be covered. AHS did when I had to call again and the contractor said, "You have to call American Home Shield." I've been with Mr. ** for over 20 years. AHS was our main person for three homes they owned. We've had issue after issue and we are no longer going to deal with it again.

I reported the same concern seven months ago and another company came out and said they could not fix it because it was still working. It was odd to me because it was making a lot of noise and it might caught fire. It didn’t sound right to me so I called AHS. They said if there was nothing wrong, they couldn’t fix it. I should wait till it breaks. I let it go.

Six months later, it was making more noise and I was smelling something. Excellence Air said they definitely need to replace the motor. I complained to American Home Shield and they waived the service charge. If there's an issue, they should be able to send another company out right away instead of arguing with the company that's obviously wrong.

My interactions over the phone have been wonderful. When I called and explained that the techs needed to come back and fix what was done incorrectly, I was clear that I wasn’t paying another service fee and just wanted my system put back the way it should be. That issue originally happened back in February or March, and they finally came back recently and fixed it properly this time. The rep did a good job and got it right. I had an issue with the air conditioner before. The technician removed a metal shield that covers the electrical wiring coming from the outside unit. He told my son he needed to take it off to access the wires, even though that cover is there to protect the electrical. They ended up ripping half of it off, then realized it wasn’t what he thought it was. They left the box hanging off my house and never fixed it.

After that, he went into the attic and stepped through the ceiling, leaving a large hole in my garage. I called to report it, and someone was sent out to fix the hole, but the repair was sloppy. He plastered it, never came back to finish, didn’t paint it, didn’t clean up, and left equipment behind. Now there’s a big white patch on the ceiling and plaster everywhere. At that point, I was done and stopped calling. I’ve been with American Home Shield for 13 years, and I don’t blame them for the people they contract with. But they should watch the people who do the work because they hire them.

The guy said that they would not have the part needed because I have a mobile home. Home Depot wouldn't carry that. I've already replaced faucets, so I questioned him on that. He said, “Oh, no. But this one, you can't." He didn't touch anything. How did he know? They told me they would contact me either that day or the next day to let me know who had access to those parts that I would need. I had a bad feeling about them so I canceled the service that night. They called me back a week later and said, “We've got your part.” I said, “No. I already took that.” They knew I was out of water. They had no problems letting me be a week without water. It cost me $100 from American Home Shield. I went to Home Depot. I bought the part. I got somebody to install it. And it was no big deal.

This is my first experience with AHS. I'm up for renewal in February. I'm questioning it because I'm not sure. I wanna be fair. It's not AHS's fault. But at the same time, is it gonna be worth $1,000 if I have to pay AHS, plus I have to pay the service charge, and I have to pay somebody to fix it? I'm sorting it out for myself at this point. I'm on the fence with it.

He looked at the thing that was in the ceiling like a tick and touched it, but no water came out. So he said that he was going to have to open up the ceiling. But I got decorated ceilings, so I asked if he could check something else. He insisted on opening up the ceiling then he made a big old hole there which I still have until today. They put in some plastic and told me to call them back in a couple of days to see if the water came. American Home Shield said they'd send somebody out to fix the hole, but they were not going to fix my ceilings back to where they were originally. They would just put a piece of plaster up there.

But lo and behold, a man came, looked at it, and said they didn't work on that. So American Shield Home Shield offered me a $210 payment so that I could get somebody to do it. I then called my insurance company and they said it's about $4,000 worth of work because the way the tech opened up the ceiling was all jagged. They have to even it out, and they have to replaster. Then they have to match the design to the design that's in the ceiling already. So American Home Shield's offer is not even enough for the new contractor to come and even out the jagged mess made by the tech they sent out. I'm not saying pay me $4,000, but $1,000 would have been worthwhile.

American Home Shield is absolutely wonderful. I've never had a issue like this before at all. This wasn't really a big deal. I've used them several times and everything has always been great. Even when I called to report this to the person I spoke to, she was absolutely wonderful. I was all upset. I'm a older woman, and it seemed that that tech took advantage of me. When he asked me to pay him, I said I would put it on the credit card. But he said, “No. I can't take your credit card. It has to be cash, check, or Zelle.” I thought that was funny. When I paid him, I paid him to his name. I shouldn't have done even any of that in his name and not the company name. So I should have known better.

I always tell people they should look up AHS because the warranty is so important. It saves much money than replacing the entire item. What I like about the service is some of the things that are covered that I don't have to vet contractors because that could be a painful headache. However, it will be good to see from a functional standpoint if more things can be covered when calling for service. Sometimes, one of the items in the garage isn't covered. I had an extra expense.

American Home Shield's claims process works and it only takes usually a day before the recommended contractor gets ahold of me and schedules the service. But they could have a better approval rate on air conditioning systems, especially the older ones. Also, I've had other things fixed at the same time they did my pool deal. They fixed my dishwasher and they assigned a different contractor for that. But he came out quickly and he was very efficient. The issue turned out to be something that was fried in the system somewhere. Overall, I would recommend AHS as they've treated me well for many years.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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