About American Home Shield
American Home Shield is a home warranty company with over 1.8 million customers. It provides home service contracts that cover major home systems and appliances in 49 states. The company has access to a network of over 16,000 licensed contractors and has paid out over $2 billion in claims over the past five years.
Overall Satisfaction Rating
- 5 stars
- 4 stars
- 3 stars
- 2 stars
- 1 stars
- 30-day workmanship guarantee
- Flexible payment options
- Customizable coverage plans
- Not available in Alaska
- Some customer service complaints
American Home Shield offers three warranty plans to cover systems, appliances or both. It's not the cheapest option, but it comes with some extra perks. Add-on coverage is available for electronics, pools and roof leak repairs.
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STILL waiting for a plumber.
We are canceling and will try to get a refund on what is left of our contract.
Damages: NOTHING WAS DONE. We will have to get a plumber on our own if we ever want the problem fixed.
I have paid for AHS insurance for more than two years, because I believed I would have help with major repairs and would have a good source for referrals to reputable repair services.
Damages: I'm not sure how quickly I can get out of the worthless contract, or at what expense. I will have to locate my own service company and find the money to be able to pay for the repairs.
AHS refused to fix/replace our freezer or refrigerator both under contract. Their reasons changed from: the units were "bar units and we don't cover "bar units", to the units were "under-counter units" and we don't cover under-counter units, to "freezers are not integral parts of the system".
Damages: We had to order new units at a cost of about $3300.
My dishwasher, admittedly old, was leaking water onto the floor because the mechanical latching mechanism on the door was not working properly. I called AHS who sent out a technician who saw one rusted screw (out of three) that needed to be removed to gain access to the latching mechanism. He refused to work on the dishwasher, claiming that if the screw broke it would then be his problem.
Damages: I purchased a new dishwasher to replace the one AHS promised to "fix or replace".
Sellers provided the AHS warranty service on home built in 1980 when bought 10/31/05. Appliances appear to be newer models and in working order with the exception of the Maytag dishwasher that ran but does not clean or even dissolve the soap. On 12/1 a service call was assigned.
I think it's time the Attorney General for the state of Florida receives my complaint to save other people their time and money.
A gas leak developed approximately 7-10 days after we moved in. The Gas & Electric Company's tech said leak was at shutoff valve and turned off the gas to dryer. Called AHS for repair. The repairman said he did not know how to relight pilot lights, and in my case the gas main would have to be shut off to make the repair.
I would like to email ALL title companies to discontinue doing business with AHS!
We purchased a home in 8/05 with a home warranty. AHS stated they worked with carefully screened service providers and would work with you until you were satisfied. What a complete JOKE!
He said it would cost $250, and an hour and a half to repair the problem and that insurance would not pay for it. I refused the repairs and refused to pay the service charge. After a trip to the hardware store, I found out how easy it is to install a wax ring. They set me up with the $2 part, and instructions. I then went home, removed the toilet, and discovered a large wax ring underneath!!!! I called AHS back, accusing them of either incompetence or fraud, and they said they would contact the plumber.
I was told that they talked to the plumber who "stands by his diagnosis that there was no wax ring" and that they have to go by what the plumber says, not by what the customer says!
On 11/03/05 I requested repairs on my dryer and oven. Because I have had 5 service calls to American Home Shield (AHS) in the past 3 years, for virtually the same problem, I opted to cash-out on the dryer. I did not want AHS to replace it because they would just give me the cheapest model available, and I wanted to select my own model. Before they would send the cash-out check to me for the dryer they said they had to deduct the $45 service call fee (even though my oven had not yet been repaired). So I got a whopping $172 for my dryer.
As far as I am concerned, home warranty companies, and AHS in particular, are an absolute fraud. I think they use deceptive trade practices and are a total waste of money.
I have an active contract with American Home Shield (AHS). The policy was purchased with the house in 1992. The previous owner had had the policy for 15 years. Between July and October 2005 I called AHS on 3 different occasions to service my furnace. The first two times had to do with the AC coil. AHS agreed to pay for the service, however when the technician mentioned the sheet metal would have to be removed and probably could not be reused, AHS declined the repair.
I paid for the work, along with a $50 service fee, for a total of $430.00.
On 11/10/2005 I contacted another company and they also concluded the furnace will not survive the extensive plumbing job and the removal of the furnace's sheet metal. They provided AHS with two estimates - one for plumbing and one for the furnace. When I had not heard from AHS by 11/22/05, I decided to proceed to pay for the work.
I strongly believe American Home Shield should not continue to do business in Illinois
Damages: I had a loss of income ($900) when AHS told me to wait for service that never showed up on three different occasions and $7,800 out of pocket expense.
We purchased a five year old home about four months ago and were happy to learn that we had a home warranty as part of the purchase. When the kitchen faucet started to leak we called American Home Shield to make sure it was covered. It was, and all we needed to pay was a $45 fee to have the plumber come out to fix it.
We wanted to upgrade the faucet and both the plumber and my wife were told if we purchased our own faucet we would be reimbursed up to $180. We found a faucet for $171. The plumber submitted the paperwork for $171 and within two weeks I received a call from American Home Shield confirming the $171 payment.
To my dissatisfaction we were only refunded $120 with no explanation.
I have had to place numerous claims with American Home Shield and after three months NOTHING is working. I have spoken to service personnel who are clearly afraid of AHS as they seem to give their "service providers" with an incentive not to perform repairs. One "brave" plumber said the toilets need to be replaced and that AHS doesn't want to incur those expenses so they are happy to keep sending plumbers out.
AHS sent out a pool service company who falsely claimed that my pool was not maintained properly. My insistence on a second opinion netted a very different opinion and now AHS is simply causing delays in the repairs required, as it has been over two weeks.
Today, my kitchen sink backed up and, as I have no operative dishwasher, dirty dishes are piling up and so is my frustration.
As part of my home purchase I got a warranty from American Home Shield (AHS). When I developed a water leak in my attic I placed a service call with AHS. Things went well as far as getting the leak repaired. The leak was accessible through my attic ladder but some how, while the plumber was here fixing the leak, a hole was created in my ceiling (looks like a foot came through). The plumber reports the hole was there from the water.
Damages: I had a damaged ceiling from water. I now have a hole, that was not there before, in my damaged ceiling from a fairly minor water leak.
I reported a plumbing problem to American Home Shield. We waited four days for a plumber to come to the house to fix a clogged toilet that had been flagged as an "emergency". He spent about five minutes trying to fix the clog, then left saying "Call AHS back. I can't fix it". Apparently he never informed AHS that he had been out, or submitted whatever info they needed in terms of an assessment. He never identified himself, gave us any paperwork, just walked in, tried a "snake" and walked out. That was it.
Needless to say, the day went by and the plumber never called -- so our toilet is still clogged. I am absolutely appalled at the treatment I received from this company.
I have a home warranty on my major appliances and heat/cooling system. The warranty cost me $500 a year, with a $50 service charge for each call. On Saturday I called for service on my air conditioner.
The technician that American Home Shield (AHS) sent to look at the unit told me that it was old (30 years old) and inefficient. He said he would have to get an authorization to repair it and it might be more reasonable to replace it. The technician said he would get back with me on Monday and charged me $50.
AHS denied the claim because the unit needed to be cleaned. This is an outside unit and it has been windy, rainy, and hot and muggy. This is August in Texas. My family has been at each other's throats because we are hot and uncomfortable. And I still have to buy another unit that I thought was covered under the warranty.
Currently, I am awaiting installation of an OFF BRAND 10 SEER air conditioning unit. Fortunately, the temperature has lowered to the tolerable low 80's. I have been told that the contract calls for AHS not to replace with the same or like brand, dimensions, or color air conditioner.
We are furious because we feel that it could cause potential damage to the value of our house. Beside the $60 service call, I find that I will also have to pay $225 for the disconnect and recapture of the Freeon. I am a Realtor, I have had AHS since the 1980's. I have sold AHS to clients, and I can say that I am probably not going to renew.
I have been waiting since the beginning of June for my air conditioner to be replaced per my warranty agreement with American Home Shield. I live in Virginia and temperatures have reached the upper 90's this summer. AHS does not care about my safety, the loss of rental income, and the extra expenses I have incurred (purchased window AC units & fans.) I had to have 4 companies come to give a "second opinion" that the unit needed to be replaced - and of course I had to wait weeks between visits. My new unit was supposedly ordered on July 11th - but here it is Aug 1st and the status is still unknown.
I have been calling AHS almost every day for 2 months - yet the customer service reps seem clueless as to my situation. I have, however, received at least 6 letters in the past 2 months reminding me that my policy will expire Aug 31, 2005 and to send me my payment for renewal. I will not be renewing. I would like compensation for my suffering, the time spend on the phone and waiting at home for companies (that AMS selects)to look at the old unit, the loss rental income, and out of pocket expenses. Please let me know if there is anything you can do for me, in the least make others aware that AHS is much more trouble than it is worth.
I lost an upstairs tenant because the 97 degree temperatures were too much for himself and his cat. The rental income is $750 per month. I spent over $300 on window AC units for the back of the house (not permitted in the front due to home owners association rules) and fans. I have wasted at least 20 hours between phone calls and waiting for AC companies to give a "second" opinion to AHS.
AHS denied a claim for leaky pipes saying they do not cover sinks. I would replace the sinks myself, but the pipes are leaking in the basement. The Attorney General's Office is willing to mediate, but AHS does not respond.
My husband and I just purchased our first home in 2001. After 3 months of living in our new place something happened to our bathtub. We called AHS and they sent someone out. The person that they sent out was incompetent and had no clue as to what to do. They gave us some sort of "trite" answer took our money and left. We've been annoyed ever since.
So here we are May 2003 and the problem has come up again and we called AHS only for them to be extremely rude to us and state "your contract doesn't cover that kind of work". We asked why had our contract covered it in the past but not now and they responded with "the contractors didn't tell us" we asked "tell you what?" The incompetent operator couldn't answer the question and wrote a message in our file that all request for work on plumbing is not covered in contract.
I hung up and called another AHS representative and they weren't helpful at all. I threatened to cancel my contract and before I could get my entire sentence out they proceeded to tell me the steps I needed to take to cancel the contract.
The damage to my plumbing was so bad that my husband and I just called Roto Rooter who came out, immediately took care of our needs and charged us $3500 bucks! At least it's fixed.
We noticed a leak under our hot water heater on a Monday Night. I called the 24-hr. number for service from American Home Shield to get a plumbing technician out to look at my house. The appointment was supposed to be for Tuesday. I get a call from Heritage Plumbing of Wichita Falls on Wednesday Morning. He sends two so-called plumbers to my house around nine.
Well, Saturday, I have enough and I go to Lowe's Hardware and buy a new Water Heather, PVC Connections, and all the wood to build and a new platform plus all needed materials for the job. Eight hours of labor and over $300, I fix it. Monday comes and the plumbing company still hasn't called me. Tuesday goes by and still no call. Wednesday morning comes and the owner finally has the tenacity to call me again and says, "I'd like to come out and look at your leak again." I tell him, "Don't bother, I fixed it myself." He replies, "O.K." and hangs up.
Three weeks later AHS sends me a bill for $45 saying I owe Heritage Plumbing for their service fee. I call AHS and tell them, look this guy came out and looked at it and didn't tell me anything I didn't know already, stayed less than five minute, didn't even give me quote on the work, didn't ask for any money over the phone or while he was here, didn't call me back for almost a week while water is running in my house, blamed the slow progress on you guys, and didn't even fix the damn leak. Over my dead body, he ain't getting a red cent from me. She gave great customer service and told me I had to pay it anyway. She wouldn't give the phone number to their dispute department, only the address. She told me I had to submit my complaint in writing and still refused to give me a phone number for that department and stated all complaints were handled through her department. Then she got tired of me and put me on hold for 15 minutes.
I contacted AHS on Saturday April 26, 2003 after having to shut my electrical main off because it smelled like it was burning. AHS was unable to locate an electrician to come out and see the problem. I was informed someone would be out Monday first thing. I had to leave my home until then. Monday we contacted AHS in mid-morning to ask why we had not heard from an electrician and I was informed they still were unable to find one. Informed me I should contact an electrician and pay for it out of my pocket then submit it the claim to them and wait several weeks for reimbursement.
My husband contacted AHS and he was then told that we didn't receive a call from the electrician because the ones they contract with didn't offer emergency service on the weekends ... they had faxed them our contract order that day but the fax machine at the electrician's office was broken. My husband informed them they needed to have someone out that night Monday April 28, 2003 -- they said they could not and it was basically our tough luck we were not able to stay in our home. We then informed AHS that since they were not able to meet the contracted requirements we wished to cancel our policy and he was informed we could not. The contract clearly states I would hear from a contractor within 48 hours on a weekend or holiday and 4 hours during the regular work week. Now I am not able to stay in my home, I am out the money for a place to stay, the repairs and the home warranty!
My water heater was deemed hazardous by the local gas company. It had a leak that the gas company repaired, but also has a problem with the flame burning too hot and too high. The gas company said it should be replaced. I called American Home Shield (AHS) to request the replacement of the unit. They said they would send out a technician to look at the water heater for a fee of $35.
I asked for both a refund of the $35 service fee and the contract amount, but they refused.
The repairman who was out told AHS that the indoor evaporator coil (which had leaked all over the ceiling) was leaking and needed to be replaced as well. As it turned out, there was no leak in the evaporator coil at all! Instead, the water was coming from the ice on the evaporator coil because of the leaking freon caused by the faulty valves they refused to repair. In addition, they said they would replace the evaporator coil but that I would have to pay $300.00 myself to have it "fitted." Again, as it turned out, no such "fitting" was required. Again, the water leaked on to my ceiling because the hose was clogged. This was repaired by simply blowing air through it.
I am very disappointed with AHS who has been receiving my monthly payments for 5 years only to refuse to properly diagnose and repair my AC unit.
Because of this, I replaced the outdoor unit, the drain pan, and will still have to repair the sheet rock. The representatives at AHS were no helpful than a spurned IRS agent. I have spent $1,137 so far for what I thought I had purchased an AHS contract to protect me from. They used every loophole in the book to prevent having to pay for what would have been a simple repair. They get an F- in my book.
If you have an older home BEWARE of this company. You will think your system is covered when in fact they will claim "IMPROPER INSTALL" and deny coverage. American Home Shield Contract states "During the contract period, American Home Shield of Texas, will repair or replace the systems and components mentioned as protected in accordance with the terms and conditions of this contract so long as they: 3. Are in good working order on the effective date of this contract; and 4. Are properly installed throughout the term of this contract ..."
When the air conditioner began leaking, they sent someone out who cleaned out the line and said that if that did not fix the problem we probably needed a plumber to check the pipe. Two weeks later it began leaking again. When we called Home Shield and asked for a plumber they decided it was "IMPROPERLY INSTALLED" because is was OLD PIPE and they "only cover PVC pipe" ...
They told us we were entitled to a second opinion but if the second tech agreed with the first we would have to pay yet another 50.00 for the "service call". Since we were being told it was the pipe we declined. When I complained to the head of customer service that I felt this "improper install" business was a scam his response was to ask why we had kept Home Shield for over 5 years if we thought it was a scam and started reading me the history of our service calls...
When our water heater went out the guy they sent us wired it wrong. It shorted out and caused a fire. This was on a weekend so they refused to call it an emergency. When our dishwasher went out (the door catch would not lock to start the machine) the guy they sent was rude and said that because my husband had attempted to fix it first he was reporting it as "dishwasher abuse" and it would not be covered.
They came out several times on the dryer. It never stayed fixed and we ended up also buying a new dryer at our own expense.
I contacted AHS about service to my A/C unit. I was informed that they would not service it due to the fact the routine maintance had not been performed. I was told when the work was perfomed I was to forward them a fax or mail a letter to them letting them know the work had been done. We contacted an A/C company to come out to perform the work the work was done and the information was sent to them. The next day I contacted AHS again to find out if they received the fax. I was told the information I sent was invalid. They still will not service my unit.
Our home is still without air. We have contacted another A/C company to repair the unit. We will spend $300 trying to get our unit serviced. That is the reason we invested in the warranty service to save money.
3/20/03 - call placed to AHS. Told their contractor, Midland Plumbing and Sewer Services would contact us within 4 hours. They didn't. I contacted them and they set an appointment for 3/21/03 between noon and 4pm.
3/21/03 - AHS contractor arrives at 4pm. Immediately asks for the $35.00 service fee. He then contacts AHS and states to them "hot water heater is leaking out the top it is improperly installed with no di-electric unions" which he states is State required code. Based upon his diagnosis AHS denies service to the water heater. We get stuck paying $575.00.
Angry about this we contact the village code department and are referred to a Mr. Bill Werth. He is not available but will return our call. 3/22/03 Mr. Werth returns our call and informs us that AHS's contractor is mistaken, di-electric unions are not a required by the state code. I immediately contact AHS to let them know of the error, but am informed that because their contractor had already installed the new heater (and hence the old one was no longer installed) the water heater that we had placed the call on was no longer under warranty.
I spoke with the customer service supervisor who was very unprofessional in her attitude regarding our plight. Admitted that it was possible that their contractor had made a mistake but that was really not her concern as the water heater was no longer installed and was no longer under contract. She went out of her way to argue and rarely gave me a chance to even finish a statement before she was jumping in and talking all over me.
We have had this same problem before with denial of service. Last spring we had an unfortunate dryer fire. When I contacted AHS they immediately denied my claim stating they didn't cover lint traps. I never had said it was caused by lint trap and let them know that according to the fire department report the cause was malfunction. They then stated that coverage was denied because the fire department had disconnected the dryer.
I bought a house in August 2002, and I paid for AHS in the closing costs of the house. The first thing that went wrong was our disposal in the kitchen didn't work. So we got someone out to fix it through AHS, and of course they finagled their way out, saying that the disposal was rigged with sealant, and they wouldn't cover it. $45 out the door for absolutely nothing. Now, this week, my bathroom toilet completely overflowed, and water started coming out of the bath tub, there was stoppage somewhere in the pipes. We called AHS and they got someone out this morning, and sure enough, they wouldn't cover the cost because there was "no cleanup pipe", so there was another $45 out the window. AHS finds all kind of loop-holes to NOT cover things that go wrong in homes.
I called on a rental property to get an assessment of a stove problem. They decided it would cost too much but they would give me a credit on a new stove. This took over two months to get to this point. After that, the stove arrived, there was no provision to install the stove, no provision to remove the old stove and taking the old stove away would be at my tenant's expense.
Took too long. It is just poor service for a contract which is supposed to be helpful.
AHS has sent an Air Zone (local) contractor to repair our heat pump more than 5 times over the past 2 years. Each time, minor repair have been made, but the unit continued to break down. Each time, we paid the $35 service fee. Not once in all those visits had the contractor looked at the air handler in our attic, merely added freon and once replaced a motor.
He left without repairing anything, but did tell us that we would have to cut a new opening in the ceiling to bring down the old handler and install a new one. We then had a second opinion contractor look at the system. This contractor said the unit was indeed dirty, but that cleaning it would do no damage. He said that a secondary heat strip was not properly attached and that the outside unit had been broken by a loose strap. No freon was in the system; in fact, a vacuum was created in measuring the amount of freon.
We are still (4 weeks later) stuck with no heat and no air conditioning since AHS refuses to honor their warranty and replace a heat pump that cannot be repaired. Of course, they have been hounding us by mail and phone to renew our policy with them -- which we will NEVER do if this is the best service they offer.
We have paid $200 to speak with a lawyer who advised us to write to AHS asking for them to honor their warranty, rather than spend $2500 to retain the law firm. From the numerous complaints found online here and on other sites, it seems a letter will do nothing other than cause more delay and frustration. We are now out $45 for the second opinion and $200 for the lawyer, and still no heat or AC. We have also spent $80 for two small space heaters so we don't freeze during the cold spells.
Part of the purchase price of a home I bought was an American Home Shield (AHS) home warranty (cost $399). The warranty was to cover all major systems in the home. A week after I moved in, there was a problem with the furnace and I called AHS. The weather was the coldest it had been in many years (since the house was built).
I spoke with SAS and they said the problem with the furnace was not unusual for furnaces in the subdivision (all the homes are similar) and was normal wear and tear of the unit (which IS covered by the AHS plan). I spoke with the prior owner of the home, and he said he had never had this type problem before, and there were no problems disclosed in the home settlement papers. I complained to an AHS supervisor who said SAS said the unit was in poor condition. When contacted, the SAS representative denied he said this and said AHS had never asked him to comment on the unit's condition at the time of purchase. He said that since the unit was only 6 years old, it needed some work but was not considered to be in a state of disrepair.
AHS refuses to pay for the repairs, and contrary to their promise, did not send out another technician. When I called, them they claimed to have contacted another local HVAC company. When I called that company, they denied being contacted by AHS and claimed this "happened all the time with AHS." At this point, the temperature was dropping to around 5 F so I contacted another contractor to have the furnace fixed. I paid that contractor myself. AHS refuses any responsibility for anything, including reimbursing me for the covered repairs. It appears their tactics are to delay until the homeowner has no choice but to fix the problems themselves, and then claim no responsibility. I wish I had my $399 back!
Three weeks later, I notice water dripping from my light switch again. CONTRACTOR #2: I call AHS. They send a new company as after 3 weeks it is a new job to AHS. My wall is not that badly damaged so I accept crack in newly repaired door jam. Contractor 2, slower than #1, repairs job. ~Four months later, my ceiling falls in again.
CONTRACTOR #3 AHS assigns work to new contractor. When I call this contractor, there is never a secretary or receptionist. I am talking to Leon, who is working out of his truck. I can rarely contact Leon and often leave messages that often are not returned. Leon never sends the same person to my house twice. It takes six different visits by 8 different people, some of whom speak no English, to finally repair my AC after two and one-half months. I do not repair the hole in my ceiling as I want to watch and see what happens. Two and one-half weeks later, water drips through the hole in the ceiling.
CONTRACTOR #4/ DISINTERESTED DENNIS AHS sends a fax to contractor #4. I give him a call and talk to Dennis. Dennis has not received a fax but will call me when he does. I get no call. I call Dennis but only get the answer machine. I call Dennis two more times over two weeks and never get a response. I call AHS, and they resend the fax to Dennis. I call Dennis again and leave a message. Dennis calls my home and makes an appointment for the following week. My wife comes home for the appointment but no one shows up. No call, no warning. I call Dennis but only get message machine. I call AHS. They assign Contractor #5.
CONTRACTOR #5 I get a message that Contractor #5 has called. I return his call the next day. Again, no office, just some guy who answers the phone, "Hello?" Kids scream in the background and wind blows over his receiver. I tell him I am returning his call but he doesn't know who I am, and does not have enough English to explain what I as a customer should do. I hang up and call AHS again who is assigning another Contractor.
I am out of pocket over $2,000 for drywall repair. I live in Santa Clarita heat without AC. My carpets are dirty from workmen and drywall. I am angry at the quality of contractor AHS contracts with.
American Home Shield Company Information
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- Company Name:
- American Home Shield
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- Year Founded:
- 150 Peabody Place
- Postal Code:
- United States