American Home Shield Reviews

My problem is I work for Mobile County and we're still working, and they don’t want us to have our phones on the job. But of course, we do because people realize that we have emergencies, families, and we need to stay in close contact with them, especially now. But it's still difficult because you just can't be on your phone. So, I turn my phone off all day. Also, I know that there are a lot of ruthless, lawless, and predatory companies, but no matter which contractor came to my home, they were all very pleasant. When I add up any positive or negative things, the positive always outweigh the negative.

It took this contractor a while. I called in and put the order in. But he laid it down and forgot about it. Then I called him back and he apologized for not getting it through. On top of that, they were gonna have me sitting here all day for two days. I didn't like that because I had already prepared for one day. It was their mistake because they had to cancel. They said they didn't have enough workmen working but that's their problem. Other than that, I haven't had any other problems with American Home Shield. It’s just this particular company. They don’t always do what they're supposed to do.

The next morning, I got a call from the same girl who called me the last time. She left a message and I called back. She told me that a tech would get back with me by Saturday and that she was gonna set the appointment for Sunday. She recommended that I actually cut the AC off. But it was extremely hot and it was kinda difficult to keep my air off the entire day. We were able to do it off and on as much as I could because I have a child at home. On Friday, I called American Home Shield because I wanted to let them know that I placed an order online. Normally, I call in and do it. When I called, the guy that I talked to said that he was going to do something to where I wouldn't have to pay the service fee again since it would be notated as a recall and not something new because a contractor came out before.

When he did that, I got a phone call on Saturday from another guy at the AC company. He called me and said he had an appointment for me. He said he had two work orders. I explained to him that the guy had said that he was trying to notate my account to where I wouldn't have to pay the extra fee. He told me that it would come up like that so I told him that it should only be one work order. The guy told me that he would still keep me down for Sunday and that somebody would contact me later on Saturday. Cool, everything was okay. But I never heard back from anybody. Sunday comes around and this the spot with the water had grown tremendously big in my home. I had to take the vent off and stick a bowl because I didn't know what to do.

When I called Sunday, the contractor was closed so I called American Home Shield and informed them of what was going on. The person that I talked to said they were gonna do the emergency line. She was able to call the contractor and get through. The guy said that a tech would be calling me 30 minutes before they arrived. I told the lady, the servicing went the same way it went last time. When they told me a tech was gonna call me, a tech didn't. I told her nobody was gonna call me today because they didn't call me Saturday to confirm a time that they would be at my home on Sunday. But this water was like everywhere so I was just trying to figure out what to do.

The lady gave me a number to call. I called and this time, I got a name. The guy that I spoke to was Angel. In the very beginning, Angel was okay with his tone and everything was professional. I expressed my frustration to him then he came out and told me that all he is is just an emergency call person and that he doesn't have the system in front of him. But he was going to reach out to speak to a supervisor. He would call me back within 10 to 15 minutes. This was a little bit before 2 o'clock. 3 o'clock came and I still haven't heard from him so I called back. I expressed to him who I was and my frustration. He was like, "Well, a tech did come out to your home."

First, he stated that he couldn't get into the system and couldn't see anything then he stated that he was reading a tech note. He said, "You're in Forney, right?" to which I replied, "No, I'm going to Dallas." He said the guy notated in his system that he came to my home, he put Freon in my air conditioner, and he charged me $144 to do it. At this time, my frustration was out of control and this guy was frustrated too. Both of us were very unprofessional. I told Angel that if he could see what the guy put in there, then he should be able to see that when JT came to my home, I didn't pay him anything. Why then would I give the other guy something?

I added, "Then you tell me he put Freon in my air as if it's not cooling. Why would he put a liquid when my air conditioner is already leaking liquid? That would make no sense." I said the guy was lying and that he didn't come to my house. Angel went back and forth with me and insisted that the guy said he came to my house. I told Angel that I would not pay the guy any money when American Home Shield takes money from me on a monthly basis for service. This was not making any sense to me. Angel finally said that when the guy calls him back, then that was when he would let me know. That was how bad it got.

I called American Home Shield. I even tried to go online to set up a new appointment. I was willing to pay the $75 fee because I stressed to them that I didn't want those people out in my home. I was so frustrated I couldn't get any phone call on Saturday and I was still thinking somebody was gonna come to my home on Sunday. I asked Angel who the tech that said they came out and he said it was Thomas. When I called American Home Shield, it was a complaint because I told them, "I want you to give me somebody new to go through because this guy's lying, saying he was at my house and he wasn't." The guy ended up texting me while I was on the phone with American Home Shield. He said that he could come to my house in the morning between 8 o'clock and 10 o'clock.

I texted him back and I said that was fine and that I would be at home. I told him this was really irritating me. I said, "The guy, Angel, told me that you said that you came to my house, put Freon in there and charge me $144, which you and I both know that's not true. If you're coming to my home tomorrow, I need you to uphold your end of the bargain." He never responded.

He texted me that morning and said that he would be within my house within 30 minutes. I was getting up and he turned around and he texted back, "If you don't respond, then you're gonna have to call them." I responded and told him that I was at home. He actually showed up at my house a little bit after 7:00. It wasn't between the 8:00 and 10:00 window. He fixed the unit. Because I was so frustrated, I didn't take my anger out on him. But it was the same guy, Thomas. I was really tempted to ask him why he made that comment in my file and lie about it when he didn't come to my house but I let it go.

I had to pay to get a carpet cleaning company to come out to suck up all the water that was in there. I had to go back in and suck the water that was up at my house up in the vent. It was just hectic. After all of that weekend stuff, I was okay come Monday. But it was just so unprofessional to me and I even went back as Angel was asking me who I talked to. That was another thing. Even on the messages that they left, they never left the name. It was like, "This is American Home Shield, give me a call..." It wasn't like, "This is Madilyn, calling with American Home Shield." I couldn't get anybody's name. Even when I talked to the people, all I could remember were their voices. When Angel asked me who I spoke to, I told him it was the same girl I spoke with last time.

I just really couldn't remember her name because I didn't even ask. She was talking so quickly when she answered when I first had my service with them. That was what I was explaining to American Home Shield. The procedures that they went through the first time was not the same. The first time when JT came out, I got a phone call the next day like the rep said. He scheduled a time and he texted me the time. I didn't have any issues. But this time around, it was so frustrating. I don't know if American Home Shield records their phone calls, but I told the last lady I spoke with, "I didn't wanna take my frustration out on you because it's not for you. It's for them because they are the ones lying, saying that they came to my house." I then started receiving all of these text messages from American Home Shield that my stuff was completed.

But it wasn't American Home Shield's fault. It was really the contractor's fault. I don't know what American Home Shield was able to see like if they were able to see that the contractor was coming. I called three times and I held so long. One of the ladies that I talked to was telling me that they had one in there and cancelled the order. She didn't know where that was coming from. She said it wasn't American Home Shield cancelling it. It was the contractor. I was going back and forth with the lady and it was irritating.

On Saturday morning June 27 at 7:59 AM I received an email that my service was forward to Redman Plumbing. He came out that afternoon and run his RIGID drain cleaner and got my sink unstopped. As far as my water Heater being replaced I have not heard from American Home Shield for replacement and today is July 14, 2020. The customer service is terrible at this present time. I think that American Home Shield uses K & S plumbing to charge customers for modifications that are not in contract to cover the cost of replacements and then they do not pay anything to the vendor. You the customer get ripped off and end up replacing your own products. This is sad.

Do not get a Home Warranty. Just repair or replace your own Appliances for your home. In the long run you spend more money by having a Home Warranty. Paying $61.99 month for 12 months = $743.88. Just think you still have to pay $75.00 for service call and then still have to wait and see if they are going to replace your item. I have tried to contact the CEO of this company and I have not had any success.

Again, we have paid this premium w/o fail for 26 years... You would not and did not cover any portion of the new unit, instead you wanted us to replace 2 items that would just prolong the inevitable... Your company has always been shady, you have never just fixed the issue w/o an issue... I need you to explain to me why you did not honor what your commercial advertises, and why you disregarded what the HVAC tech told you needed to be done w/o us wasting 4k first..

I will be filing a complaint with the BBB for your state, and I will post my complaint on Facebook... You have the single worst customer service of any company I have ever dealt with, you can never get a representative on the line even before corona... We are now in debt for 8k for a new unit for something that should have been under warranty...Or at least you pay "Something" toward the new unit... But your cheap ** would rather us waste 4k... And then there was no guarantee would pay it then, tech said you probably wouldn't.. You are liars and thieves and after 26 years of loyalty... This is what you do... I hate this company!!!

The cash offer was 1/2 the cost of a new refrigerator - so I declined and they said, they would order the parts. It's been a week now and I called AHS back (over an hour wait). They still have not reimbursed me for the 1st appointment no one showed up for. They also have not ordered any parts as of yet. It's now been 4 weeks without a working refrigerator... Not sure how they are still in business...

I was told my portion for the replacement would be $1500.00 and this would cover the modification that was necessary and the Freon. Also, I was notified by the vendor that they ONLY ACCEPT CASH because the owner has had disgruntled customers in the past and they have canceled payments. This set off alarms for me and made me feel uneasy like this was about to be a back door deal about to go bad! I thought, "How will this protect me?" I don't even have an estimate or invoice showing me what will be done and or how their work would be warrantied??? With a cash payment I have absolutely NO proof that I paid them for a service.

I am normally very thorough in all transactions so I researched the company on BBB and found their reviews to be horrible. I immediately contacted AHS and as you can imagine my request to have another company complete the install was denied even after I told them about the reviews I read and the fact that they are demanding that I pay them in cash before they even set food in my home. I also asked AHS if they were insured and bonded. "Yes, Ma'am!" I tried to plead my case that I was uneasy and uncomfortable about this company.

When I requested a service agreement from the owner that was located in Las Vegas (go figure) he sent me a MICKEY MOUSE INVOICE, see ATTACHED. I again contacted AHS to request some type of guarantee on my air condition install, they assured me that everything would be done according to code and guaranteed. They basically told me that I did not have a choice - either I let them complete the install or I could have no air. I had a two month old baby and an immune compromised seven year son, my back was against the wall...

I allowed Pasadena to do the install. The two men that came to complete the install stated that they are just contracted under Pasadena that they have their own company and assure me the job will be done correctly. They are aware of the reputation that Pasadena has acquired. After 8 hours the install was complete according to the gentlemen. The gentlemen Josiah gave me his father's direct cell number in case I ever needed additional work or if there was a problem. They stated that they knew how "**" AMH could be so, "If there is an issue call us first." A week later my air unit was making a loud clunking sound and the air was not as cold as I believed it should be considering that we just installed a new unit. The owner of the sub-contractor came out immediately "pleasantly surprised". He stated that it required more Freon. "Don't worry. Free of charge Ma'am".

July 8th, I walk into my babies' room to see the light fixture full with water, and the NEWLY RENOVATED ceiling bubbling and leaking water onto our brand new carpet. I called the direct number for the sub-contractor and requested that he call me back ASAP and then I called AHS and with no exaggeration waited EIGHTY FIVE MINUTES before a representative answered my call. I explained the situation and according to the rep this call would be EXPEDITED because of the secondary damages. During this time I was also reminded to refer to the contract that AHS is not responsible for ANY SECONDARY DAMAGES INCURRED. So the call has supposedly been elevated to EXPEDITE, due to the circumstances of my children's health and the secondary damages, meaning I should receive a call within 4 hours to schedule a time for repair. NO CALL!

Thursday, July 9th I committed 3-4 hours of my time trying to have that representative understand that the call prior should have already expedited the request. "I am sorry Ma'am, I am going to be honest. The called was not moved up in queue, NO worries though, I will expedite this request - please allow 4 hours." Hours later, I finally get a call back from Pasadena sub-contractor BOB he says to me, "You need to call AHS and tell them that it is your drip pan that needs to be replaced. Your drip pan is cracked and corroded, we told them that it should be replaced but they denied it so we just proceeded with the install as is." I stated to BOB that this was conversation should be between them and AHS. He then said "You have to call."

I called AHS and relayed the message from BOB. The representative wanted to confirm this statement and put me on hold to contact Pasadena. She kept calling the number on file to the owner of PASADENA who is located in VEGAS, NO ANSWER! I said to her to contact the sub-contractor of Pasadena (which of course AHS was completely unaware of). "Here is his direct cell number." The representative comes back on the line to tell me that the person who answered the phone said this was the wrong number!

I began to lose my cool at this point because this was complete insanity to me!!! I said, "Call it again!" This time BOB does not answer. Request is yet again placed in QUEUE. I call back 4 hrs later to find out status. "Ma'am Pasadena was assigned your service request and they have since declined it. I will need to reach out to another contractor." I reiterated the importance because of my children's health, "Yes, Ma'am I will ensure the request is expedited!" Now, I get a notice that my request has been assigned to REDMONDS CLEANING PROFESSIONALS and that someone has 24 hrs to reach out to me.

It's FRIDAY, July 10th and I still have not had a call from REDMONDS CLEANING PROFESSIONALS to set an appointment time. I am livid because the conversation is the same, "I am sorry Ma'am - I will reach out to them to see if they can move you up, do you mind if I put you on hold for 3 to 5 minutes?" "Ma'am I am sorry they are unable to service your request until Monday between 11 to 4." There is back and forth because I want an earlier date - end result I have to wait until Monday. I reiterated 4x's, "They are coming MONDAY BETWEEN 11-4, CORRECT?" "Yes Ma'am."

MONDAY - I call AHS to confirm time because still I have not received confirmation via my EMAIL or TEXT by the company. "I am sorry Ma'am I am showing that this appointment was cancelled." It was all downhill from there! My anxiety, my frustration, my sanity was depleted at that moment! I had to hang up and step away. I have since reached out on my own to obtain service from a private contractor who has already stated that my unit was IMPROPERLY INSTALLED AND THAT THE DRIP PAN SHOULD HAVE ABSOLUTELY BEEN REPLACED WITH THE INSTALL OF A NEW UNIT and that my unit was not installed according to code.

I have so much going on in my personal life that I barely have the time to give to such things as this especially, because I pay AHS to take care of such things. I have been paying American Home Shield since 2008. The yearly fee fluctuated from $53 - $60 annually, they would attempt to raise my premiums faithfully every year. I have had to pay service fees that started at $60 and has since been increased to $75 every time someone comes out to my home for anything. I cannot move on from this, I feel violated, robbed and I feel compelled to continue my endeavor to make sure everyone knows what crooks AHS are. I attempted to cancel my account through their customer service and was told by automation that the hold time was greater than 1 hour, insane! I went directly through my bank to cancel any further withdrawals from AHS.

Now it is July 15, 2020. Our air conditioner stopped working on June 28. We put in a repair request on June 28. The repair person arrived on June 29 at approximately 9:30 AM. He told us that the compressor was the problem and we would need a new one. We asked how long it would take? He said 3-5 days. It is now July 15 and we still do not have a compressor or a working air conditioner. We have called and called! No one takes our call. There is an online chat feature that only works occasionally.

Finally, on Friday, July 10 we were able to chat with someone that told us they would talk with the repair company and find out why the unit was not repaired. Then on Saturday, July 11, we tried to chat again because no one had contacted us from Friday. We were told that no information had changed since yesterday! Then we were told that the part was ordered and it would be repaired on Monday.

On Monday, I posted a review of this “SAD COMPANY.” It was amazing how fast we heard from them. Then they told us they were going to order the part and escalate our work order. ORDER THE PART! We were told it was ordered on June 29. Then they put us on hold and then they hung up on us! We called back and they said they needed to work some things out and would call us back that evening. SOOOO, now it is Tuesday and we had to call back this morning. They have escalated the problem and someone will call us on Wednesday!

We have been without air conditioning since June 28. It has been 18 days and each day the temperatures are topping over 90 degrees. We are TIRED, MISERABLE, and ANGRY! All we get from this company is a one-person saying anything that might appease us and another person saying something that contradicts the last person, but also trying to appease us! Our family is really suffering from the heat. WE NEED A RESOLUTION!

Original Review: We had to give this company 1 star. They deserve zero stars! We have had American Home Shield for almost 20 years. It used to be a great company! Now, we can't get our air conditioner fixed. Our service request was June 28, 2020. It is now July 14, 2020 and still no air conditioning. We live in the south and it is 90+ degrees every day. Due to COVID-19, we work from home. AHS will not call us back to give us an update. We call them and sit on the phone for hours waiting for someone to take our call with no luck. We were successful in using the online chat feature this weekend, but shockingly now that does not work! However, when we did chat with them this weekend, we were told the part was being ordered by the repair company and had been ordered July 3 and then they said "No, it was ordered June 29." Yesterday, we called the repair company and they said AHS had ordered the part on Friday July 10.

Honestly, I am tired of the lies! We pay our money every month and we paid the service fee before the repair person arrived, but we still do not have a working air conditioner and we have a lot of inconsistent information. We are MISERABLE and ANGRY! We feel scammed! Any upstanding company would contact their customers and give them an update! At this point we just want our air conditioner fixed and honest information.

Original Review: July 14, 2020

As of July 6, 2020, warranty service or cash out has not been completed after 40 days. Two service providers ID'd HVAC is broken. Temp is 95degF. I requested service for a broken heat pump on May 28, 2020. AHS Provider A diagnosed equipment on June 4 as nearly empty of R22 refrigerant and saying the cost was $145/lb, which AHS covered at $10/lb. Provider A stated to me the following week the diagnosis was submitted on June 1 and no further info would be provided to AHS. I called AHS 3-4 times each week from June 1-14 and AHS repeated that Provider A hadn't submitted a report. I contacted Provider A and was told that Provider A wasn't working with AHS anymore. AHS assigned Provider B on June 16.

On June 25, Provider B confirmed heat pump was broken, stating both the compressor (outdoor coil) and air handler (indoor coil) were broken and would need to be recharged with 10lb of R22. I called AHS on June 26 and they stated everything AHS would not cover. I said I wasn't interested in repairing the heat pump because it was 17 yrs old. I was contacted by AHS the following week and told they would be covering replacement of the broken air handler, a leak/seal repair, and $10/lb for R22 refrigerant. I said I was interested in the cash in lieu of (CILO) option and not interested in repairing a 2003 heat pump, based on the fact the leak/seal might fail and the cost to me for refrigerant was more than $1100.

When I called AHS again on June 30, they said that they had already authorized Provider B to order the equipment and the CILO option wasn't available. I said I never authorized the purchase and the agent said they would cancel and request the CILO option. They said the CILO department would contact me within 24-48 hours.

I called back on July 4, and the agent said no one in the CILO department was available and that I would need to wait. I called back on July 6 and the agent said I really needed to wait 3-5 business days to be contacted by the CILO department. My heat pump has been broken for 40 days and my house is 95degF. The government tells me I should stay home, but I have to wait for a warranty company to tell me my heat pump is broken twice, then offer to fix half the system and refill it with a banned refrigerant at $135/lb, and then wait a week for a CILO department to call me. The only time AHS has called me is to tell me what they will not cover.

As 13 July, contacted by Provider B, equipment arrived. Still no calls from AHS. Provider B is trying to be helpful, but AHS clearly never requested the cash out. The last customer service rep actually sounded sincerely apologetic, as if he was sorry but I’m just out of luck. Worst experience ever. BBB complaint filed. Feel like no one is home at AHS while my family and suffer in a pandemic.

AHS tried to replace the water softener with something that was worth 10% of what the system that we have was worth and also, it was not the same quality as what I had so I wouldn't let them. AHS took it off my policy now so we don't have it. I wound up replacing everything else that I've had that they've had to come out multiple times. It was ridiculous. I keep paying this money so, I could have bought a new one by the time. I've bought new appliances through the years because American Home Shield likes to put a Band-Aid on things. They just fixed my refrigerator for the third time for the same issue. It’s just laziness on my part that I'm staying with AHS but being a homeowner, it's something great to have in place for those things, just in case.

This past Friday, it went out completely again. I was able to get ahold of them Monday morning and they told me I had to get ahold of the home warranty people and put in another claim or readjust the original claim. I did that and the guy was here yesterday. He determined that whatever happened fried the electrical control unit that's why it shut down Friday. He got the control unit replaced but it’s still not running. I've put in the claim yesterday that the system’s still not working. We're still working with Efficient Air and the guy said that he'll try to either get back out here today or tomorrow. We're not pleased at all. It's been a month now in the hottest part of the season, and we’re dying on here. My animals are also suffering.

So I called American Home Shield and let them know about that. They transferred me but they said the contractor has to mail it and they can't email it. So that was a little bit frustrating. I'm not gonna get that report. I'm gonna have to call back and ask them to resend it to the correct address. I don't understand why they can't just email me a report or at least have someone call me to let me know what was going on. I got an email on ways to take care of their air conditioner. But when I clicked on it, it just said to change the filter and I did that but the temperature is still not cold.

There are some people that are on the call that are incompetent about the contract. The biggest issue I've had is I've spent eight hours on hold in the last week. And I have it all documented, trying to get somebody on the phone. On the portal, you can't send any message or file a complaint. You can't send anything. And I've still got a pending $75 service charge for a call that was the same people, the same day. They sent him back out there, and then they tried to bill me three different times for the same thing.

I went to the contracts department and got a gentleman by the name of Terrence on the phone and had to explain to him that it's in my contract. He said, "Well, these are all confusing and you've had this for a long time. And that's why we don't sell this kind of contract anymore, 'cause it's confusing." And I said, "Confusing for who, 'cause I understand it. It's written right here." I spend almost $100 a month yet they told me that they don't cover a leaky faucet.

It's always an ongoing fight about what's covered and what's not. I said there was a leak but I don't know if it was from my toilet, or my faucet, or the tub. I need them to come check it. And if it's not specifically written, then you have to go back and say, "Make sure they check the toilet, the faucet." It just says "leak". So, it's not fixed. And then, I pay for three water heaters and you have to say, "Which one?" But I don't know because I'm not the one in the attic looking at it. I don't know which one it is. You have to be specific.

They have to do a recall on the order and then they try to charge me again. It's too much money. If it's not, then it's not. I wasn't sure where it was coming from, but there were two notes that said "leak", and I specifically said that. So, Home Shield had to send somebody else out. And the guy was there, but we waited an hour on the phone and he would've covered it, but he couldn't get anybody on the phone to say, "Hey, I've got to check all three of these. We're not sure where it's from." So, he had to come back and he said, "I'll stay in the area 'cause I've got another call and I'll come back out, but they have to dispatch me." He was nice. He had to have the okay. So, Home Shield is trying to charge another fee for the same thing he was coming out for, and he was already there. I already paid it once, so I'm not paying $150.

I was so impressed with how fast the garage people came and how he fixed it and how well it went. I've never had a call go that smoothly. But two calls on order, and then it took a week for a plumber to come, even when I said it was urgent, and then it's still ongoing. And then, they can't come back out until next week. But I'm still getting emails every day saying, "You're delinquent on your service fee", which Home Shield charges before anybody comes out. So, I pay my monthly bill. It's ongoing, yet somebody didn't detail everything to check or one toilet wasn't written on there.

Aside from that, I bought appliances and I'm still out probably $4,000 in appliances that I haven't been paid back for. I've submitted receipt after receipt and I still don't have the money. I've paid for several washing machines, an oven, a refrigerator, yet still don't have the money back. This has been going on for two years. I've had a lot of health stuff and I haven't looked into it, but my contract is up in August so unless something changes, I don't know if I will continue to have Home Shield especially because I'm out that money and because of the last issue with the plumbing. I'm very unhappy right now.

My deductible was 75 but it went up to 81. I understand it’s never gonna go down but sometimes, I'll Google or YouTube what the problem is and if it's way more than $80, then I go ahead and hit my American Shield because I'm a single woman and I don't have a man in the house around. It's my peace of mind. I would recommend AHS to my friends. I have a lot of friends who think I shouldn't pay it and save that money a month and then, if something happens, then I have that money saved up. But it doesn’t work like that. Somewhere somehow, that money gets spent.

What I actually like to do is, for example, I had a garage door that broke and I didn’t realize that the warranty didn't cover the spring. It only covered the actual garage door opener. And once the guy showed up, even though it wasn't under warranty, I was able to at least fix it out of pocket. I didn't have to search for another person to come fix my garage door. So, that was good. Even if somebody shows up and it's not covered under warranty, then at least you have a mechanic that's right there that's already vetted, that you can potentially pay out of pocket.

For a while, we noticed the refrigerator was getting a lot of frost on the inside and we couldn't figure it out. It has an automatic ice maker on it, and when you push that lever, it opens up a flapper that allows the ice to come out. It keeps the hot air from going into the refrigerator through the opening for the ice. However, that flapper wasn't closing all the way. So the cold air and the hot air which was seeping in through that opening was causing the frost. Appliance Tech came out and they replaced it. It's good to go.

They said that I would hear something within a couple hours. It was 3:00 in the morning, so I knew I wasn’t gonna hear by 5:00. But at 9 o’clock, I still hadn't heard anything. I knew businesses were open, so I called them back. I don't know what happened, but I don't think that they assigned it to anyone. I was on hold for quite a little bit and within a few minutes, I got an email stating that Houston Air had been assigned. I called Houston Air, and they said that they had somebody in Victoria. That's fairly close. Houston is a total opposite direction. But they said he had a full plate. I told them we've got children in the house. They came back and said somebody would be there by noon. They got there at quarter to 11:00 and was gone by 11:00. It was fabulous. They put a new capacitor on it. But now, it's not working again so I had to call back again yesterday because it was 78 degrees in there last night.

We have 2 homes warrantied with American Home Shield and I'm getting ready to renew with them but I had some issues. When we got here at our home in Corpus Christi at 10 o'clock in the morning, it was a 85 in here. We filed a claim with American Home Shield. They told us who our people were going to be. I called them and the guy said it had to be tomorrow morning before they could get out and they had to order a part. We had to wait on parts and I was panicking. My husband said to tell the guy he'd give him extra money if he'd come out. Lo and behold, he texted and said he'd come that night. He put Freon in it and we paid them 100 and some odd dollars. He told me he'd sent me an invoice, which he never did. We went to bed at 10:30. At midnight, we woke up and it was 80 in here already. So it had quit. We had no air. The guy just did something to get it over with thinking it would last at least longer than three hours but he never even attempted to come back.

I called the gentleman the next morning, Saturday. He said he got a full schedule that day. He'd try to get back out sometime. We texted him several times but he wouldn't respond. I was on the phone with American Home Shield 3 times a day and it's a long process when you call them. It’s horrible. I would get a different answer every time. When I called somebody else back the next day, and I did this for days, I finally got ahold of somebody by the name of Car. He said that he had escalated the issue.

On Tuesday, we got a message that that same company was supposed to come out. I didn't want anything to do with them. Then we got another one that said a different company was coming out. They came on Wednesday and said the AC needed a coil on the inside. They got the part on Thursday and they came and fixed it. It wouldn't work. Then he checked the outside and it had fried the outside unit because of that low freon. He had to get authorization from American Home Shield to fix. We've got inside and outside unit, and they just got it fixed the day before yesterday. We were without air for 9 days and it's 100 and something degrees here. They just kept telling me they escalated it. I don't know what escalated means, but it wasn't good. They were not getting anything done.

The owner of the first company called me and said they were supposed to come on a recall on me the day before. He apologized that they didn't get out. I told American Home Shield that the gentleman took cash to come. That was a bribe so they must have said something to the owner. The owner called and said he apologized. He understood that his employee took cash and he was going to come out to our house physically himself and bring us back that cash. But he didn’t ever come and it’s almost a week. They're a lowlife. I don’t think they need to be doing business with people like that because that’s not right.

I told the lady it’s part of the furnace. I figured when I say furnace, they know that because you will think you want the furnace in the wintertime. But since the air conditioner’s part of the furnace, I told the tech that my furnace is not working very well. My house is hot. My fan doesn't kick on. They just checked the furnace itself and never checked the air conditioner outside. I called that guy because he called me so I called him back and said it’s just not working very well. He told me, “Well, it’s a different problem.” He was supposed to be here last week. He asked me to change a part, and I told him, “Well, if I change a part, are you gonna pay me? Because I pay the insurance.” He said, “Well, that's up to your insurance.” I told him I'm not going to change anything because that's what he's getting paid for.

I've been with Home Shield since September of last year. I've never had insurance before but since I've had the insurance, I've had a lot of things go out. All my other claims with American Home Shield have been great. They have great people to work with it. The air conditioner guy is great to work with too but he’s too busy and doesn’t have time to drive 100 miles to my house because we live pretty far from anybody. That kinda makes it hard for people to show up. We have local people in town but they're not part of Home Shield, which I wish they were, and it’ll be probably a lot easier.

Home Shield’s really good at what they do. But one thing they should do is as soon as they get the report back that the guy showed up already, they need to call the customer right away to confirm that what the company’s telling them is correct to what I'm going to tell them. When the tech came to my house, he said, “Oh, the filter was dirty.” I already knew it was dirty but that was not the problem. He recommended for my ducts to be cleaned, and I got them cleaned right away within three days later. Then I called and said, “Hey, dude. My stuff’s still doing the same thing.” He said it's a different issue. I said, “No, it's not. It was doing the same thing. It's doing the same exact stuff that when you told me that you were gonna recommend for me to clean my air ducts, and I did it and it's still doing the same thing.”

I went out there and powered it down for a couple days and let my house be hot, and it was hot. I turned it back on and it seems like it's working now again, but it's not okay. He told me that it could be two things, but he wanted me to buy the part. I'm not gonna buy any part. That’s why I pay insurance and the $100 deductible. I already made the appointment. Home Shield's customer service ought to be calling us. When they made the appointment, they should be calling us within three business days after those guys came to our house. The job's not done. That's should not be my job. I can fix my air conditioner. I'm electrician but I paid for this so they should come and do it. They should be calling the customer to make sure the customer is satisfied.

I’ve been with American Home Shield since 1999 and I'm not happy with how they handled my air conditioning. The toilet with Brick Street is fine but with my air conditioning, the guy came here and said that my unit had a hole and the unit itself needed to be replaced. He said someone would call me and explain what needs to be replaced and what American Home Shield will cover. No one called me and right now, I'm still suffering with no air conditioning. So I bought four portable air conditioning units worth $425 each. I placed one in my kitchen and the other three on the three bedrooms that we have because it's too hot. It's 101 degrees inside. Yesterday, it was 97 degrees.

This is the second time that I've called and I'm tired. No one called me from United Air Temp to discuss to me about what my option is for my air conditioning. It's still broken. I'll probably call American Home Shield later again and do the same exact things for the air conditioning because until now it has never been resolved. It's very hard to get an appointment with some of the contractors. I told American Home Shield that I don't have my home number anymore but they still have my home number on my primary number. I already called just for that particular thing to be changed and apparently, the one that I called didn't change it. So United Air Temp has been calling me on my home number which does not work because I got rid of my home number.

It’s almost like a hit and miss with AHS and lately, because of the pandemic, there's nobody that you can talk to and resolve your issue. You'd be on the phone forever. You can only do things online and then, there's just no follow through. I don't think there's any person working there at all and you just make an appointment online because I've never talked to a person. So, I don't know how they keep their business. I'm a loyal person and I've been with them forever. But I just haven't had a chance to research and get another insurance warranty company.

Currently, there's another issue with my AC as it goes on all night even when it's cold. But then, it never gets to 72. Instead, it's at 75-77. That's as cold as it gets so there's definitely an issue. Regardless, the second contractor did what they could. After they came, my AC is definitely better though it's not what it should be. I like how AHS covers whatever breaks for me.

Recently, Altra Pools fixed the pump. Then I had a water leak in the plumbing underground so I had to give an extra $600 to get the pump that was on there replaced because it was shot. They were nice and courteous. I liked them. They're good guys. They showed me where the pool was all locked up. They explained everything they were going through and showed me everything. I don't do pools, but I do other kind of pumps. I didn't notice it was shot. They weren't trying to get over on me. They even rewired my thing for me with no charge. It's just a couple of screws, but they went beyond. Everything is perfect right now. It's hot out here and we can swim.

We had to wait until the second opinion came, so we're still out of air conditioning. The second opinion came. They took a completely different approach, and they said that they would run dye through it and give us refrigerant. What we didn't like is that when the first company came, the air conditioning was at least running, but it was leaking. They shut it off in the middle of summertime and we went for like a full seven days with zero air. When the other company came, they said, “Okay, let's run dye through it and find out exactly where the leak is. It's not our company policy to just up and wanna fix something. Let's see what’s leaking,” which was cool.

The guy told us, “If it starts to become less cool, call us back.” We called them back. We called American Home Shield, I put in a work order, and then shortly a day or so after I put in a work order for them to come back, we had a situation where the blower for the other air conditioning unit caught on fire. So I had to put in another work order. So somehow the original work order and the second work order got confused. I don't know if this was American Home Shield’s issue or if it was AAction Air’s issue. But we were sitting here with no air conditioning being told that parts were being ordered. Finally after sitting there for two more weeks without air conditioning, I said, “Okay, so when is everything going to be ordered? You know, we have the upstairs situation, we have the downstairs situation.”

The lady on the phone said, “You know, downstairs, we were just ordering one part.” So now, me and my husband and kids are at a resort in Myrtle Beach, South Carolina. We took a trip because we couldn't stay in a house anymore. We've had American Home Shield for 20 years. We've never had an air conditioning situation for this amount of time. This is the first time we've run into a situation like this. But AHS need to do better with communication so that everybody knows everything that's going on. There needs to be a way to put a rush on things, too. It shouldn't have to go this long.

I would recommend AHS for anyone that's selling a home. But my only concern now is that it's best to have more than one thing go wrong, because each time they come out for just one thing, it's $75. They have to be able to say, "Yes, it's broken," or "It can be repaired," or "It can be replaced." I had my disposal replaced because it was scary. When you turn it on, you would jump. The blades were just horrible but it worked so it's hard to know if it's broken. When I sold my other house, I definitely had an American Home Shield on the contract.

American Home Shield called Monzon Appliances. When Monzon came out, the first thing the tech said was the circuit needed to be changed. He said he had to call American Shield and order the part. Then he put it in and fixed it just like that, one time. But my dishwasher went out again recently. I called and requested Monzon because at least their guy knew what was wrong and was able to fix it while the other company never did and tried to blame it on me. The tech from Monzon came out and told me, "This time, it is bad. I can't fix it at all." He requested for it to be replaced.

Selecting the replacement was a mess. They sent me a text and a list of different choices. I chose one that they would cover and they told me it was 2 weeks later that it would be delivered to my house. Monzon called me that day that it was supposed to be delivered. The guy said, "I got a text telling me that it's gonna be delivered to your house today. I'm gonna install it." However, I got a text that this other company was gonna install it. He said "No, just call and let me know when it gets in and I'll come." The day went by but nothing was delivered.

I got on the phone with American Shield and it took me 2 and a half hours. I was on hold for an hour and a half then when I got a girl, she said she couldn't help me and she was gonna send me to the department for the appliances. Then she said the phone lines were down and there was nothing she could do. I asked to speak to a supervisor but she said they didn't have any available. I finally got somebody the next day. They said the one I chose wasn't available and Whirlpool wouldn't be able to ship it to them until August the 20th. They said that because of COVID, Whirlpool was not manufacturing as many as they would previously. I told them to send me the payback so I could pick out something different and they said they couldn't do that. If I wanted to go and purchase one, they'd send me a check for $400. I said I didn't wanna purchase one. I wanted them to send me the one that I chose or either they let me pick another one. So now, I'm waiting.

Customer service is not good and American Home Shield needs to improve on it. When I complain too much and ask for a supervisor, I mysteriously get cut off and I've already been on the phone for an hour and a half. What I've learned to do is when I call at the beginning of the conversation I ask the rep their name so I can write it down. It is really critical that they have good vendors that will make them look good. They really are gonna lose a lot of business with their customer service. One my best friends had American Home Shield and she left. After her experience with her water heater that broke, she didn't want to use them. Also, a friend of mine called me last week and asked me about American Home Shield. I told her she's gotta find somebody else.

We called Home Shield. The guy said, “That’s our policy. We have to take it to the shop and see if it’s repairable. If it’s not repairable, then we will change it. We can’t change it now.” I asked how do I live in temperature of 115 degrees without air conditioning and he said that was not their problem. I had to pay for a new unit out of pocket and they also charged me $100 for the man to come in who didn’t do anything. I have 2 houses and one is in another place. That one was much better. They took care of my problem reasonably well. This one was a disaster. Home Shield has to be a little bit sensitive about the customer's need. How do they expect me to live in 115 degrees temperature without air conditioning while they could have changed that coil quickly in a day rather than having it brought to the shop and sit there for 10 days to test it. I felt that it was really inhumane.

The thing that bothered me was that I was pushed to pay $3,000 out of pocket for a new unit because they didn’t give me any other option. They didn't even agree to pay back that $100 that I paid for this guy to come in. He didn't do anything in terms of working on my air conditioning. There was no service. $100 compared to $3,000 is nothing but I thought that there was no principle in there. My son was very upset about that. He made multiple calls and talked to Home Shield about this issue but they just didn't care. I have this kind of policy for this kind of situation. If it doesn't work in this kind of situation, why do I pay them a year to expect them to help me when I need help.

Recently, I filed a claim for the compressor. I have an older unit that uses freon. The service and labor were covered and I was responsible for the thermometer and the freon. They paid $10 towards it. It was a total of 125 a pound and I needed 9 pounds. That’s the only part that you hate when you have these major fixes. You would love for most of it to be covered because you pay every month. But it was so worth it knowing that we're at 105 heat index here. American Home Shield is doing good. They also send a survey out to you after the services have been rendered. They're very thorough.

It's $70 a month for my home, which is $840 a year, which seems like a lot. But if in the case of the actual plumbing backing up into the basement, that would be at least $400 just for them to show up after hours. Fixing the shower wasn't an emergency thing, so they came back the following day for that. I would've been out probably at $600 in one sitting to have that done so paying $70 a month to be covered for that was fine. The only issue I had with them is that when something's going bad in the house and calling during an off-hour, I'd get a call center and may have to call a couple of times to get somebody to move everything through correctly. But aside from that, it gets done.

On my refrigerator repair, they could have called me and told me what that first contractor said instead of me having to call and find out what was going on. I thought my parts were being ordered, and the whole time, they weren't. The first company that serviced my fridge submitted incorrect information saying my husband had taken apart the fridge which was completely untrue. It also took two weeks for them to come out. If they're too busy to service, they should say, “I'm too busy so I can't book anybody.”

Finally, I called American Home Shield and they said they were sorry. The customer service person did a great job when I talked to her. So that was very helpful too. She made me feel better about the whole situation since she resolved it. They sent somebody else and the second company came out within two days of me calling. Too bad it wasn’t him that was called the first time. Now, I'm waiting on the part for my fridge. It looks like it's being taken care of.

The contractors that have been coming out lately are fine. However, I don't see the need of me sitting for 7 hours waiting for somebody to come. It was from 12pm to 7pm. I went to work and came back home and I could've stayed at work all day long. He didn't get here until 6:15. But overall, American Home Shield has been fine. I guess since the pandemic, everything is a mess now. I've been calling them and nobody calls me back to say anything. I have to keep following up for somebody to tell me that it's not covered and I know what I'm paying for. We've been waiting for weeks now.

I undid the wall plate and when I did, the plug fell out at me. It was not secure in the wall when I took the wall plate off. The plug was supposed to stay in the wall. I knew that it wasn't right. Plus, I could see copper wires. You're not supposed to see that. It's supposed to be insulated. That scared me that was why I called American Home Shield. But all the tech did was stick a tester in there then said that according to his tester, both plugs were working. When I plug my stuff in and it does not work, I don't care if the tester is working or not. If my appliances aren't working in the plug, it doesn't work. Plus, when I take a wall plate off and the plug literally falls out at me and I can see copper wires, without any installation, there's a problem.

The guy just pushed it back in, put the screws in it, put the plate back on, stuck his tester in that one plug, and repeated, "See, according to my tester, it works." That's not good enough and that really upset me. He didn't even look at the other plug when I asked that he look at two. I paid my money and as far as I'm concerned, he did as much as I did. He didn't do anything. He didn't change the plug out. I told him that copper wires were showing there which was not right. I used to be a builder too. But if you're a woman, you just get laughed off about that. Regarding the copper wires I pointed out, the guy said it was just the ground plug and it didn't mean anything. But that was not true. I wasn't happy with it at all.

I'm really frightened about the plugs and with my house burning down on me. I've had two strokes and that disabled me from working. I got run over on the interstate one evening and got my neck broken. Now, I only have one arm. I have a real hard time. I'm paying money and I just want somebody honest to come over here and help. But I don't like some of the people that American Home Shield sends out. There were really bad people from them.

Friday comes along. Five minutes before the appointment, they canceled it again and they said, “Well, we’re not gonna send someone out ‘cause of the root problem.” We paid somebody to come out on a Saturday to clean it up, and after they cleared it up, they ran a camera through there and what it was is AT&T had bored their fiber optic line through our sewer pipe. We sat a whole week with everything on our carpet and our tile. If they weren’t gonna send anybody out, they could have canceled on Monday and I could have had someone come out Tuesday instead of waiting the whole week. People we talked to were no help at all. Also, not knowing if there is an underlying problem like what happened, American Home Shield just took it upon themselves to say that the root was the problem. I’ll never use them ever again. It was a horrible experience.

This whole ordeal has consumed two full days of my life and as of today, I still have no resolution, and why, because I can't speak to anyone who can resolve my issue. Oh and the supervisor who is supposed to contact me, have heard from them since I requested to speak to one. Understandable, the current state is going to have some difficulty for any company, however, when you're the customer and a major appliance goes down, I feel like waiting over a week to get some resolution is a bit excessive. Good luck to those who choose AHS.

Each time I've tried to call AHS to have them service my claim I've had to wait over an hour. I've counted 8x that I've had to call, which is 8 hours of my life I will never get back and my washing machine is STILL BROKEN. I pay $58 a month for absolutely no service, plus they took my $81 service fee and have not returned it when I cancelled the claim. I'd love to talk to someone at a supervisor level to get this settled, but I can't get ahold of anyone. I'm ready to cancel, but they have no place to even cancel their policy. My next step is going to be to contact the BBB and a lawyer. I never thought they would actually steal my money!

#2 Every customer service employee is trained to say "this will be submitted for review and should receive an answer in 24-48 hours. Been well over a week and still no answer.

#3 You are going to pay a bunch of money for a policy. When they do actually fix something it is only something like 4 screws. Everything else is NOT COVERED. With the amount I pay for a policy in 1 year would easily cover any service I've needed to date.

#4 If the technician does not say EXACTLY what your contract says, forget it! They will not approve anything. My Salt Water Pool broke and the tech wrote the "System" needs replaced vs. Listing each part. I've been on the phone (95% on hold) and same answer. "We will submit for review. Should take 24-48 hours)."

#5 "AMERICAN" Home Shield. I have not spoke to anyone American yet. Every person I've spoke to is from the Philippines.

Bottom line, find a better company. This is the biggest scam ever!!! I want my money back.

I made an attempt via text with vendor to move time up as we were in an emergency, although professional on text the vendor said they could not adjust time but put us on the cancellation list and was told to contact warranty company. I then spent 90 minutes on two calls trying to speak to someone from American Home shield. I finally had a very polite lady answer. After explaining our situation she said she'd call vendor.

After a brief hold I was given the same time the vendor offered during initial call, I asked the agent to please find another vendor to come as we will have to leave house due to heat, medical conditions, and pets in house, simply an unsafe environment. She advised me they have no other vendors and she's following protocols. I asked to speak to a supervisor, manager, or escalations department which was met with sorry we have no one you can speak to. Out of curiosity it didn't sound like she knew much about the area so I asked where was she located, she advised me she was in the Philippines. I then advised her this was unsatisfactory at so many levels and that I would be writing a poor review on this process.

Due to the professionalism of the assigned vendor I will withhold their name as they have been professional and spoken to me on the phone apologizing for the inability to get here sooner. I did advise them I was writing AHS up with hopes things would be better from their end. We were advised to consider go buy a portable AC or window unit from Home Depot, Lowes etc. or a hotel.

I leave messages and messages, and I would have someone every once in a while when I call. And I have waited for one hour on hold before anyone answered only to tell me that that was the wrong department and that they would transfer me, which of course it hung up. Home Shield sucks because I’ve called them, they cannot get anybody to answer you. Unless you called sales then they would answer right away. I’m going to switch from Home Shield.

Recently, South Cooling came out and said that the AC unit is working fine. So, they didn't do anything to it. The house wasn't cooling enough. He said it was because the temperature was too high and that's the maximum potency of the machine. I have air conditioning in my other property. Outside usually it's 110 degrees. It cycles on and off. But this one, it doesn't cycle on and off. It just keeps going straight and the bill went off the roof.

We bought a house a number of years ago. It had this beautiful sink, kind of an antique type sink with this nice faucet which started leaking. The contractor came and said I had to replace the cartridge in the tank. They had to order the cartridges and had it delivered to my house. It came in about 4 days and they came and installed it. I was very pleased with them. The Cascade guy was very good. He's a nice guy and very professional. He figured out what was wrong almost immediately. Unlike most plumbers, he was a very neat guy. He did exactly what he said.

Original Review: July 13, 2020

I don't know that American Home Shield uses the most quality vendors because both of my issues that I've been dealing with, with the air care and the first one, are still unresolved and they've been ongoing since June. Good Guys has been out twice now and the issue is still not resolved, so they'll be coming back for a third time. The guy was supposed to hopefully be coming back again today, which will make it a third visit. The first visit was the diagnosis and the second visit was an install that didn't quite finish. I kinda had to fuss a lot to get somebody back out the next day.

American Home Shield has always been nice to talk to. I'm really surprised because I heard nightmares about home warranty complaints. Now, it takes an hour for them to answer the phone, but I'm sure that's everybody right now. Once you get them, they have always been very easy to work with. But as far as vendors, I would call my own people in a heartbeat if I could.

I found out last night that if you get into a situation like I'm in right now where it's kinda been a nightmare with my air, I could use my own. If theirs completely failed and I raised a fit, I can use my own, but I cannot to start off with. Otherwise, I would've never used any of their people. The people they send out are all nice. I just don't think the quality is there. Overall, AHS is still a good investment, but you need to go into it ahead that it's gonna be some work, and I didn't realize that.

Filing the claim to Home Shield was super easy. I always do it online when I do it. The people from Home Shield are really helpful most of the time. I haven't had any big complaints with them. We actually dropped American Home Shield for a while because we didn't realize the payment wasn't going through, and that was like a cascade effect. It was too much to pay all at once, and then we said, "We'll just cancel it." Then a few months later, I said, "You know, let's get Home Shield again.” Life is complicated sometimes, and American Home Shield helps reduce that complication.

We had a dryer that was messed up. The only drawback is the time it takes for them to come out and do a repair for like a washer and dryer. That speed's not there. To me, if you have a house, you have critical systems that need to be kept up all the time. When American Home Shield's contractors are very slow to respond or to come out, especially for air conditioning, that's where they fall short a little bit. But they do have a thing where you can have your own technician come out and pay for it and they reimburse it.

I called Morris-Jenkins out. They came to my house and charged me $1,000. They put two parts on my air conditioner and told me that the technician unhooked my compressor. He rehooked it up and said the compressor was not bad. He also told me that there was a leak. He went and looked in the attic and told me that the condenser was leaking. He said it was a small leak so he'd charge it up. I got air conditioning 'til a guy came.

A new tech looked at it and said the compressor was good. It was the condenser. He had to order the new condenser and they sent the compressor back. That was a whole another week. I would have been down over two weeks dealing with the first guy. During the third visit, they put a condenser and those guys did an excellent job. I had no more problem with that air conditioning unit. But when they charged me for the freon, I wanted to ask American Home Shield if they overcharged me 'cause I think I get a credit for so many dollars per pound. I came out of pocket of $300 for it.

It is really unfair that if you have a project and if you call back before they come out to look at that project, you pay extra $100. I don't agree with that especially if somebody was here the first time around. If they come back and they still have to come out, they want to charge you an extra hundred dollars. Still, overall, AHS is fine.

The man told me I needed a new filter. And so, they said because I told them about it the first time that there wouldn't be an additional charge. They came out and some kind of flap was not fully closing where the ice comes out so, the ice was melting and causing the water to drip. So, they had to order the part and they left. While they were gone, the ice maker stopped dispensing ice so when they came back, I said that the ice maker was not making ice. The guy said that it was because air was getting up in there where the flap wasn't closing and because air was getting in there, the ice was damming up. They brought the part back and they got ice out from where it has solidified. I said that I didn't know that was what was going on because that has been going off and on for a while. They said that it was what it was. They replaced that and the ice started coming out, and they left.

After that, when you would go to push water, it would run into the container you're trying to get the water into and run down the back of the dispenser. So, I had to call Hotshot again. They came back again and said that it wasn't connected right. They took the ice part out and there was ice inside the freezer. They took big blocks of ice out and I asked if the person who came last time didn't know to do that. He said no and they took big chunks of ice out and put the freezer back together and it worked. They were gone for about five days and the water started running down the back again. So I had to call again.

Each time, Hotshot sent somebody different out. This time, the people came out and they took it loose and said that they didn't put the water spout in the right place so that all of it would run. I just wanted it to be fixed and they did. The guy did something and after he finished, it started running like it should. But I noticed that once you stop running the water, it still runs for minutes. He said that it was because it's right there. I just haven't called back.

Every time I called American Home Shield, the recording comes on telling you to go online and fill out a request. You don't talk to anybody. You have to call in, you put in the information and pay $100 but you never talk to anyone at AHS. When they finally send somebody out, you have to keep emailing them to get anything done. If I've done it one time and I'm still calling you about the same thing, three times more, I ought to be able to talk to somebody. AHS doesn't tell the people at Hotshot. They tell you to call AHS and then, they tell you when you call them that it's still under warranty. That’s well and good but I have to keep calling about the same thing.

I called the contractor the first time and they came out and fixed one thing but they didn't even look at the other thing. They just said I needed a filter but they didn't look to see if the filter was bad. He never even opened the door to the refrigerator to see what condition the filter was in. You can't go to Sears and get a filter so I had to call them and order it because they aren't open. So they sent it out, which took a few weeks. It took some time, it came and we put it in. But it’s still doing the same thing. So when I called them back, they told me that I would have to call American Home Shield.

I've about five seconds from canceling AHS and going somewhere else because I don't see why I should pay them 50 plus dollars every month and have to call five times to get something repaired on the same refrigerator. I called them and they asked me if I'd ever called them about anything else, and I had. I called them about my standalone upright freezer and they told me they didn't repair those. So I ended up throwing it away because it wasn't working.

AHS contracts with other people and it takes anywhere been 10 to 15 days for someone to come out. And you always have to wait between certain hours, from 12:00 to 4:00 or 4:00 to 8:00. You have to waste the whole day waiting for the guy to show up, and he may or may not have the right part. So, from that aspect, I'm not happy at all. But that is in general and not just with American Home Shield.

I got the contractor assigned to me today and so I called him. He couldn’t come out today and it will be tomorrow. Hopefully he shows up. I don’t know anything about this contractor but if he doesn’t show up, then that’s another hour and a half phone call to try to get through to let AHS know. I had an issue with the washer this year alone and the contractor never showed up. He was supposed to be here on a Tuesday and I took off work so he could come. It was frustrating that I couldn’t get through to American Home Shield to let them know. On the other hand, the contractors that I’ve had have been good. I had a clog in my toilet and septic line, and Feezell was awesome. They came out that day and were very professional.

I've had American Home Shield for a year this time. I've had two other times in the past. I hadn’t had any issues with them. If there was a problem, then they did what they had to do to make it right. As far as if something wasn't repaired the way it should have been or whatever, they would give me a free deductible if something else happened. It is a fantastic relief not to have to completely replace something. Usually, it's a large ticket item and not everybody has that money on hand. So it's better to pay 75 or $100 deductible with American Home Shield than to fork out around $900 for a new appliance.

They were sent to repair a circuit breaker, which is a safety device. When you remove the connection thing to a 220-volt circuit thing, a repairman assumes that he's safe. But instead of replacing the broken circuit breaker, the Myers guy just shorted it, so the current ran right through even if you pulled the circuit breaker. So this guy was not happy.

American Home Shield started telling us that we were not gonna be allowed to select our vendor. They were gonna send whoever was next to the list and that was usually Myers. So we told them if they do that to us, we're no longer an American Home Shield customer. They now allow us to use Trinity Heating & Air, which is, by far, the best for heating and air. We have a great plumber called BC Plumbing. It's a couple old guys but they're fast. They come. They do the job and that keeps us happy with American Home Shield. But we were very unhappy for a brief period. Other than that, we are moving and we are gonna use American Home Shield in our new house.

American Home Shield could improve on their response time for certain things, just like right now, we put a call in for our air conditioner, and they said they were supposed to call in 24 hours. They never called. I called and they said, "The contractors ain't taking any more appointments." I can see why because it was super hot. Maybe they got overloaded with the weather. But at least, if they can't make an appointment, they should call and say, "Hey, we can't make an appointment" instead of having us call, get put back in the queue and wait for another 24 hours, which we did and they never called back. Even though we got a text saying they were gonna call, they never called. Now, we're gonna go for outside authorization, so we can get somebody in there and get reimbursed.

All without contacting you once to explain what's going on. You will soon think you are near the end of your AHS-sponsored home sauna, when they finally send you a detailed 3 sentence email stating that your repair has been miraculously "Completed." Just go check on their repair portal, perfect "Completed." Then reality sets in...The contractor didn't actually complete the repair yet. Now you need to contact AHS customer service by phone, which requires a minimum 20 minute hold time before someone will answer. They will explain that someone should have contacted you to disclose that there were "Denials" that were not covered with your service request, without apologizing for their neglect to inform you the customer. You will need to pay $900+ more to complete the repair.

If you agree to pay that, then they will finally schedule the repair and actually order your parts. But it may take a few more weeks before the compressor part will be available for the contractor to install. Resulting in multiple status-check phone calls to AHS customer service. With almost every call still prefaced with the 20 minute hold time requirement, they will eventually tell you the part has finally arrived and now you can call the contractor to truly schedule your repair yourself. To be completely fair, one time I was offered the opportunity for a call back through their phone system, and this did work. But why this isn't an option for every call is unknown to me.

This company is not transparent. This company is not honest. AHS have intentionally incomplete customer management processes that leave customers blind to the repair timeline. They fail to deliver on their home protection promise by leaving the customer to pay for a significant portion of the repair, even after all the phone calls and hassle. Many realty companies tack this 1 year AHS warranty on the sale of older homes as a placebo "peace of mind" to get you to make an offer. Gamble with them for 1 year, and then be sure to make a smart consumer decision and reject all attempts at a renewal they throw at you.

This company's business model consists of sleazy home repair statistics, intentional customer-service delays, and cheap contractors to prey on uninformed homeowners. I truly hope I am one of the few customers with this poor of an experience with AHS...but I doubt it. And just so you know. My air conditioner is finally "scheduled" to be repaired tomorrow, 07/13/2020. Only 35 days after I put in my service request. Thank you for your unrivaled service AHS!

Finally, he came upstairs but he never went in the attic. He looked at the air conditioner and did a lot of talking. He appeared to be a lazy man. I called somebody else. I wouldn't have him back. I'm not happy with American Home Shield. That was the first time we used them. We called them out 'cause we paid for it to see if anything is going on. We have a warranty and this stuff is not clear when we signed up with them. If we call to fix an appliance we have $100 to pay each time.

AHS constantly advertises on TV. I thought my sister has them although I didn't check with her before I signed up. I think they have people who sign up and these people are not working in the customer's interest, they're working in the warranty company interest. The guy told me he was doing it for 11 years. I don't believe that. I think he was doing something else that didn't require him to pushing a pin and that he was out of a job.

I called American Home Shield and told them the problem I had with this Contractor. They told me to give another chance for him to come out and connect the AC. I did and guess what he never called me and showed up. The date was 7/11/2020 and also I had to spend $1000.00 to my 3 window air condition and a portable one. The best thing is that my central air was working before he replaced my heater. I don't know what his intention are, I have all the text message that I had with him. It's still a nightmare. I think the company should face up to this and fix my central Air.

They say it's in the paperwork, but I didn't feel like it was fair that they would not let Greenway, or so Greenway told me, follow up on the warranty for me and just have me pay for their work. Greenway came out and serviced my five-ton unit which cools most of the house and found that it needed one or two small things done to it, which they did. But they also said I had a leak and supposedly, they fixed it after two or three visits. But the last time, they sent out two young men the first two times. The first one didn't get it and he wasn't very pleasant. The second one was pleasant, but he missed something. They said it was ready to go, it was all done, and I paid like $400-something for freon that had leaked out. This young man left, and the next thing I know, it was not working. I called him back out and they were supposed to fix that. All the freon leaked out and they wanted me to pay another $100 for each pound of freon that had leaked out.

I'm not happy about certain things with American Home Shield but not all of it. A lot of it's been pleasant, but a lot of it has not. Recently, I've been calling people. A lady called me and said, "You could cash out on the two-ton that operates your add-ons 'cause it was condemned." I needed a new unit. From Greenway's estimates it was in the middle of $6,000. I would have to make payments and get a loan in order to do that so I'm trying to hold off and not do that.

I wanted to go ahead and get the money so whatever I decided to do with that air conditioning unit, I would have the money in my hand, or I could use it. If I couldn't get the warranty to cover my coil upstairs, I was gonna use that money towards that coil. I called 2 other people after that lady to try to cash out. I called around 4:00 and the guy that finally said he had to put me through to cash out couldn't do it. After he reviewed my whole list of things, he said they closed at 6 o'clock. The next time I called, I was on there for four and a half hours. That was 2 days ago. I got disconnected twice. The next person told me it wasn't 550, he said it would be like 490. When I talked to that last lady, she said 450. No one knew the right amount.

I called them yesterday regarding the air conditioner and waited for over an hour. Apparently, from what I understand, they're behind with authorizing parts for dealers. There were very few people in the authorization department and things are starting to get backed up with approving parts. Then I got a call from Cooper this morning to give me an update on their troubles getting through to American Home Shield and getting somebody on the phone. I told them what happened on my call to AHS.

I also had to call on a Friday night as our air conditioner was running into some problems. AHS was right upfront with the message, "Your wait time is greater than an hour." I was okay with that because it was about air conditioning. We live down here in Florida and it's summertime. I waited probably an hour and 10 minutes then they picked up. I was put through to an agent and put in a request.

Cooper's done a good job. I've also been in contact with a company out of Tampa called Ace Heating & Cooling. They're working hard on my air. As a matter of fact, I had to have them back out today for a second time. Overall, I'm happy with American Home Shield. They're great. I just wish that they have more agents available during peak times to take our phone calls so that the wait times aren't extraordinary long.

We asked American Home Shield to give us another opinion. They sent Jea's Appliances and this guy came over and within 15 minutes the washer is working. He said, "The motor was gone. You have a 10-year-old washer, so the motor doesn't work anymore. There is no physical damage." So, he just came and replaced it. I'm thinking of canceling American Home Shield because this is the fourth time they have done that to me. I'm very dissatisfied. They need to get rid of some of their contractors because they are giving them wrong information, and the customer is getting hurt by it. We are gonna change to First American Home Warranty now.

I got sick and I called them. I told them, "The only thing I'm gonna request from you people is please put on my chart a red flag that if I call and I say my air conditioner is giving me trouble, I need someone here immediately and as fast as you can. Any other product in the house, I don't mind waiting for. Because I had a pacemaker put in, I have three stents in my heart and I suffer with COPD, so I need my aircon."

Every time I called them, I used to have a fight. Till one day, I called South Cooling and they came in no time. So anytime I had any problems with my air condition, I would tell American Home Shield, "Call South Cooling." Right away, they will call them and Olivia will call me back from South Cooling. "Someone will be there in two hours or an hour and a half." They're very wonderful. They come on time. They do what they have to do. They show me everything that they're doing step-by-step. When I have a fight with AHS to get somebody to come and fix anything, I will tell them, "Get me South Cooling 'cause they know what they're doing."

But two weeks ago, I got up, got to the kitchen to get me a cup of water. I turned the faucet on and for some reason, the water wouldn't stop running. So I went right away and I picked up the phone to call American Home Shield because I couldn't bend over to get the thing under the sink turned off. I called my nephew, he tried, but he couldn't get it. I said, "Don't make it any worse. I'm on the phone trying to get American Home Shield," which they have the habit, but it takes them 45 minutes to an hour to pick up that phone. But I didn't wait that long. I went and I called Roto-Rooter plumber to come and fix it.

When they fixed it, I called American Home Shield. I said, "I had a problem. I had to have them come here." I explained everything to them. I said, "I've been calling you people and you people haven't answered." I said, "Right now, I've been on the phone with American Home Shield, waiting for y'all to answer me for 45 minutes. My question to you, Miss, I want an answer, yes or no. If I mail this bill into American Home Shield, after being with you people for so many years, are y'all gonna reimburse me my money?" She said, "Oh, do you know that you had to call us first?" I said, "How am I gonna get you when you won't even answer the phone? This time, it's 45 minutes. Do you want me to keep the water running?"

I said, "Now, I'm gonna repeat my question. Will you people pay this bill that I have in front of me? Yes or no?" She said, "I can't answer that because you know you were supposed to..." I said, "Miss, you're making me mad, and if my pressure goes up and something happened to me, I'm gonna sue you. If you can't help me, give me a supervisor." She said there were no supervisors right now. I said, "Okay, you write down on a piece of paper a memo that, I want to speak to a supervisor for the problem I had with the plumber. All I want is a yes or no answer when they call me." That was on a Sunday.

Monday came, nobody called me. Tuesday, I had to call them and I was on the phone for 20 minutes waiting for them. So when they answered, I said, "About the plumbing, why didn't the supervisor call me?" She said, "What? No supervisor called you?" I said, "What department it is to cancel my agreement with you people?" She said, "Please don't do that. You've been a member of ours for so many years. Let's see what we can do for you." I said, "You know what you can do for me? Give me the department that cancels the agreement." And I canceled it. I went to another company, right then and there. If anyone ever tells me they're gonna join American Home Shield, I'll tell them, "Don't do it." They're a piece of crap. After 20 years, I found that out. I got sick of them.