American Home Shield Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

They called another plumbing company out. This second plumbing company was excellent. They came out but they had to cut the holes in the wall again, cut the hole by the washer and dryer. They redid the plumbing, which solved the problem, because it was something happened that the way they had my AC unit vent draining into the same valve return.

Now it's time for me to get the drywall fixed, because I wanted to wait a week or two to make sure we didn't have no problems. When that drywall company called, I was hesitant because they only wanted to give me an appointment after five o'clock on weekends. And that was the worst decision I made. That was a horrible guy. 

 I don't have a problem with anybody speaking English, but they spoke nothing. They also left my house. American Home Shield said they only do a dry finish. When we had that place sanded, I still got the taping that you use, the little mesh tape that’s coming through the scene from where he half-ass did it. I'm gonna have to pay somebody else to come in here and finish. The ceiling in my kitchen is horrible. It's patched and was thrown together. He didn't wanna drop cloths down to protect any of the house’s furniture. He did such a poor job. That one was a total mess and should not be used by American Home Shield again. When I gave him a not-positive review, he texted me immediately.

I've had American Home Shield for almost 30 years. I've had them come out and do repairs and I've never had issues like this where I couldn't get ahold of anybody. This happened multiple times. They said they left a message, but they haven't gotten a call back. At that point, they could have sent out a different service person.

There have been a few times when I thought it would be covered, but it wasn't. We have two furnaces that are being replaced. We had to pay a little extra for the installation. I thought they might be the same price, but one of them was $1,000 more. AHS didn't give me the credit that they gave me for the first one. Other than that, I've been satisfied with the service and having things covered. Give AHS a try.

The first people who came out were a plumbing company. We had no idea it was a septic tank, because when we would take a shower upstairs, we would get clear water downstairs coming in through the downstairs shower. For some reason, the plumber thought we had a sewer. He ran a snake down the hole where the toilet was and got it stuck. Since we had trouble with the septic tank people who swore we would have to have it pumped again in a month, we got another septic company out. They said, "Why are they saying you're gonna have to have a septic tank? Nobody ever has to have a septic tank." My husband told him, "'Cause they say my bafflers don't work." He said, "They probably broke that when they ran the snake in it because they got the snake stuck. I thought you had a sewer. That's my bad because I didn't ask you."

The plumber had to send somebody else out because the plumbers refused to get it out. The snake is rolled up down in the bottom of my septic tank. And when the guy left, he had cut it off because he couldn't get it out, and left a part of it sticking straight up out of the hole where my toilet was on downstairs. We couldn't use that toilet because it wouldn't sit back down on the hole. They had to send the plumbers back out and send somebody else, and he was mad because he said that guy should have never run a snake down there without asking which one we had.

He had to cut it off where it would just fall down into the septic tank, and had to come pull it back up out the toilet. There's still part of the snake in my septic tank. We were able to put our toilet back down. There's no way to prove that they messed the baffler up. Now, they said I'm gonna have to have a septic tank because the baffler's not working. I don't have $6,100 to put a new septic tank in. I'm outdone with both the plumber and the septic tank people. I'm out $375. I still don't have a receipt for the $250.

AHS said they reached out to Alabama Pumper, and they were supposed to call me. They've never called back. They were supposed to call AHS and put in an authorization for that 250 because they didn't authorize it. They were supposed to get it authorized, and send me a receipt. They were supposed to call me about not pumping that other chamber. I've not heard from any of them. All of this started about two weeks ago.

I'm not very happy with American Home Shield. When I had an attic fan issue, they sent some guy out. They send people that are just gonna do the bare minimum. That's what I seem to get every time. The gentleman looked at the fan and claimed he did something that would prevent it from making the noise. But he also said he thought we probably needed to replace that unit. I don't know if he gave that feedback to American Home Shield. American Home Shield never followed up on that part so I called two days after my 30 days and they told me that I would have to pay another $100 in order for somebody else to come back out.

So far, for the claims I made, everything has been paid. Right now, I'm waiting for an issue to be resolved and it's a matter of waiting for the part to come in. Whenever I have a claim, the tech comes out usually a week to 10 days from the time I submit my claim. Sometimes I wish it'd be a little faster. But other than that, I can't complain really because I usually want the same person to keep coming back. So, if I got to wait for him, I would. He's a nice gentleman and if anything comes up, he tells me what I'm entitled to. He'll call and check to make sure everything is working. So, some of the technicians are worth their weight in gold and some of them are worthless.

I called Family Heating & Cooling. I left them a voicemail two weeks ago. Nobody got back to me. Somebody should have followed up on that. It should not be me looking at my stuff and realized they never pulled the permits for it. When I got my HVAC systems redone in my primary residence, the permits were pulled for that. They said it was replacing the same or similar unit. When I got my ductless unit done, it was adding ductless unit to sunroom. When that had to be replaced, again, a permit is like replacing same with a Lennox. You have to submit that to the county. It ended up hurting me in the end because my property taxes went up. Because it's now considered livable space, that particular room, but still, it should have been done. Just make sure to pull them.

The last two times I had to do a service request, I did it on the app, and it was efficient. Within 24 to 48 hours later, the contractor was on the phone. One of my houses shows as inactive on the app. I get on my laptop and do the dropdown, and it lets me put a service request in. It's finicky. It shows as inactive, the contract expired on the phone, but when I log in on the actual website, it doesn't show that. It's a transmission issue between the apps. A couple of times, I've had to call, and, "This is what's showing, but you guys are taking money out. What's going on?" They said it's a system glitch.

The price is high as hell, which is why I discontinued it for one of my rental properties. I did the math. It was $1200 a year. Everything is new in that house, so I'm not paying that kind of money. I could keep that in my pocket and just see. Once this contract is over, I probably won't renew because it's 89.99 a month for my house. And then for my other house I just have appliances and HVAC system covered. Those are old, but they're being maintained very well. I get them tuned up and I make sure there's oil in that house every year to make sure it runs adequately. The same for my house. I get it serviced. I don't go through AHS. They offer like free tune-up bull crap, but I use a local company to do the tune-up and seasonal maintenance on it to make sure that it's running at its best capacity.

I got a remote for the front gate and a remote for the garage door, and if I pull out and hit it, it closes. Particularly in the summer, when it's hot, if I pull out, shut the door, and my wife pulls out, you gotta sit there and hold the remote until the door responds. He said we were supposed to hold it. I asked, "How come when the door's cold, if I punch it or just click it, it responds? Now I gotta stand there and hold it for 8, 9 seconds before it closes. That's not how it worked.” He said we've resolved the issue and to just hold it.

At one point, he said I could go buy a universal remote at Home Depot. I told him that does not correct the problem as the old remote is working. You can see the little light blinking on the remote, so it's sending a signal. He said we probably have to just change out the unit but American Home Shield won't that because we already have a solution. If it doesn't work after me sitting there and holding the button, then I'll just call back for another service.

American Home Shield takes care of issues very quickly. I don't have to wait on the phone line and they take care of it. But the only thing was that they didn't refund me even though one of the representatives gave me the false information. When I called American Home Shield, the rep who picked the phone said the garbage disposal was not covered in my insurance, so I purchased by myself. But when I asked again, they said, “Well, actually, yours is covered.” So in the end, it was covered but I already purchased. I wish Home Shield at least provided the price of the garbage disposal to refund, but they denied that.

Also, the plumber tried to tell me that the primary cause was the damaged regulator and that the hot water leaking, the tank itself, was secondary damage. I tried to tell him no because that's connected to the plumbing. The hot water tank is the cause of the leak and that's the primary where the water's coming out. I told him that we don't have secondary damage because it's going down the drain. The floor and carpet were fine, and none of my belongings got wet. He even told me that the PSI to my house was 130. Colorado tested the PSI of my water pressure in multiple faucets at the laundry, in the kitchen and at where the hot water tanker is and they got the reading as 115. They tested the regulator and it was never broken.

Mile High Plumbing wanted me to buy a new regulator and then pay $3,400 to them out-of-pocket for a hot water tank. I looked up online from my area and $4,000 for a hot water tank is really high. I had a hot water tank that was in a closet and they didn't have to cut into the wall or change anything. I was gonna keep the same size so it was just gonna be a switch out of the tank.

And so, I was denied the claim from AHS for secondary damage on the hot water tank. It was frustrating that they didn't look at the evidence, review his estimate and question it. So I asked for a second quote.

The second company that came was excellent. I did not have to get a new regulator but I got a new hot water tank. He told me what was covered by American Home Shield and that was up to $2,000. And he said that the lowest brand of tank though would only last me six years. He showed me a model of Rheeme and said that it would probably last 10 years. So, out-of-pocket I paid $1,495 instead of $3,400, it was a much different price. He turned up at 7:10 and was done by 7:45. And our hot water was back on the same day.

This is my first experience with AHS and I had to tell these people to send somebody competent. It's not American Home Shield's fault necessarily, but I know that they can't vet every person. I also would have liked American Home Shield to have called me directly and managed it instead of the contractor calling me. I would like to just deal with one entity instead of being funneled to all these others that I don't know. But they fixed two of my appliances for the fee that they had said. They honored that. It was 125 for each, however that worked out, and then they executed. So, I'm grateful.

As far as American Home Shield, so far, everything's been fine since we came back. We left them a couple of years ago because two out of the three air conditioning companies that were being used were utterly corrupt and were trying to charge us thousands of dollars that we shouldn't have had to pay, and then they were lying to us about it. We haven't had to do anything with air conditioning this time around and I talked to a customer service person when we first considered coming back, and they assured me that things like that would be taken care of.

The guy who came and did the furnace tune-up got me to call American Home Shield to see if they could replace the furnace for me. They said they were gonna send somebody to do a service on it, and they sent somebody else that day. A guy came and did a carbon monoxide test on the vents. He said I don't have any carbon monoxide coming into the house at the moment, and if American Shield is to replace the whole unit, I will have to come out with $2,000 to $3,000 out of your pocket. You pay American Home Shield every month but they don't cover certain things like that. Also, most of their people are outsourced. Sometimes you can't even understand them. It's easier to talk to an American.

In 2024, I was paying American Home Shield $38 for almost a whole year. But when I went and looked at my bank account, they raised it up to $125. They didn't send me an email or a letter. They didn't call me. I have automatic payments so I won't forget but they just went and took the money out of my account. When I canceled with them, they called me and asked me my reason for canceling. I told them that and that they have to let people know that they're gonna raise the rates and see if they wanna still continue or not. Through AARP, I was able to get a plan through for $30 a month.

I was disappointed that before they left, they said that a line had to be installed. So I asked them, “Okay. What kind of line?” The guy had me agree that I was gonna pay $250 for a line to be installed. So when the other technician came out, he didn't install anything. He just installed the unit. I had no new line installed. They charged me $250 for something that American Home Shield should have been paying for.

Overall, I've been very satisfied with American Home Shield. I've told a couple of single females that I have American Home Shield and that I recommend it. For the price and service, it's good. My experience has been good. I've not had any problems so far other than things that are beyond my control, like the parts.

Elite Appliances were great. They came back as soon as I called them to report follow-up. The guy, Gabby, was knowledgeable. He heard our concerns. He looked at all the equipment and he found issues. He fixed them. All around great experience with them.

The only thing is I'm a little confused why American Home Shield wouldn't cover the compressor. I was told my system needed the compressor for both the heat and air to work, but they wouldn't cover it. Maybe other plans would be better but I was not 100% satisfied with what I got. I understand the compressor’s mainly for air, but I had to have it to where my heat would work. So, now, I got to find a different source of heat for the winter. Overall, I got a great price for my policy. It's just that the policy is not 100% satisfactory.

When the contractor came out several days later, he looked at the situation. I explained what I thought was going on. He said they have to put a recommendation in for what they thought needed to be done with the repair. He did say they'd mention there that the floor might need to be jackhammered out to clear up the situation and that it would need a camera. This whole experience was awful. He told me that I should hear by 4 o'clock that night a response from the company. Then they would be out to do whatever it was that they were okay. I never heard from them that night. So, I called Five Star the following morning, and they explained that they didn't get the recommendation to AHS until that day. They should hear sometime that day, and they'd know what they were gonna allow them to do.

I've never encountered anything like this. I've had home warranty companies before. They come out. They know what needs to be done. They do the work. Then, you're done. American Home Shield makes the contractor jump through unnecessary hoops. Two weeks later, I still have a clogged floor drain, and work was never done. So, I called American Home Shield and told them I wanted to cancel my contract. Also, another problem is that they had already deducted the $125 service fee from my checking account, and I got nothing for that. Finally, they came out a couple of days later to take care of the problem. I told them, "You guys need to bring a snake because this line needs to be snaked."

They came out with a snake but it was the wrong size. The tech should have known what he was dealing with. He didn't even put his hand inside the drain to check what size a pipe was coming out. It was just, "Oh, I can't get the snake in." The other place where he might have been able to put the snake in was too cramped. So, he said that they would have to jackhammer that up in order to put any kind of a snake down.

It's complete and utter chaos. I got nothing for what I thought I was paying for. And then the company tried to offer an incentive of me staying on the contract. I was telling them I wanted a refund of my payment because nothing was ever done. They said they can't cancel the contract unless I want to pay a $50 fee. I said, "So, you're going to refund me my $125 and charge me $50 to cancel the contract? Seriously?" They said it has to be one or the other. They'll refund my $125 if I agree to stay on the contract. I told them that won't happen.

Finally, I got an email from the company saying that they were refunding $826 and whatever charge, but they were charging me the $50 cancellation fee. I'll never ever deal with this company again. The contractor tried to do his best to get the job done. Another problem too is that he told me if he were to snake the line, it would cost over $1,000. I had a guy come and snake my line a couple of years ago, and he charged me $150. I'm not paying anyone $1,000 to camera the line.

I have had services with American Home Shield before that have been resolved a little better than this time. I've had this warranty for about six months. It's in a different house and I've had different issues, and I'm not really as thrilled about it as I was in the past. I thought they were going to replace the sink. Because of the leaking that occurred in the sink, the sink is crumbling at the bottom.

American Home Shield said they were gonna send another company out for a second opinion, which is Beaches Air. This is the second company, but this is the third visit in less than 30 days. Beaches said it was gonna be $1,040 for freon. I tried to escalate it up to disputes in American Home Shield, but they never called me back and wouldn't take my call. They just ignored me. I need heat and air conditioning so I wound up having to come out of pocket with Beaches, to another $1,040. I could have bought a half a system for what I paid for freon.

I want my $1040 back. I'm leaving American Home Shield the minute I find a chance and I get time. I'm gonna write them up on every consumer thing I can possibly find to talk until they give me my money back. For a while, I had American Home Shield on my personal property and my rental property, but the deductible went up so high. I just did it with the property in Florida but I'm very dissatisfied them.

The rep came, investigated everything, told me exactly what the problem was, and that it's absolutely covered. I have the same problem again on another piece of the equipment. He said, "Hey, you can go ahead and call American Home Shield if you want and file another claim at the time that it breaks. But it is gonna be the exact same."

After talking to my dad, we went ahead and got the other thing done. And I paid the same deductible. He installed it and within 45 minutes, I was back up in business. The gentleman was very professional and respectful. I would definitely use United Garage Doors again.

Getting a home warranty was one of the best things that I've done. I only got it three years ago and I've lived in my home since 2012. So I went a lot of years without a home warranty, and thank the Lord, I was very lucky during that time that I didn't need one. Now, I am able to contact them about any of my homes that are on the list. So I tell everybody that if they’re thinking of buying a house, to factor that in. You are paying for the cost of the service altogether because you don't have something break every time. Think of it like a portion of your mortgage. But when you have something break, it's very significant.

I set up those claim online with AHS and it worked wonderfully. I had a response back in minutes. D&A got ahold of me within a day. It was the very next day they called and made the appointment. But the first appointment they could have given me was the next day and unfortunately, I couldn't be here. So, it was two days later. It all went really well.