American Home Shield Reviews

Excellence Air came out and said that the condenser was okay. They replaced a fan and one or two other little parts, and the air conditioning worked. Then 28 days later, again, there was no air. Fortunately it was within that 30-day time span and Excellence Air came out a second time. Now, the condenser was dead. So, they replaced the condenser along with a couple of other parts, and everything so far, and hopefully, will continue hunky dory. My experience with Excellence Air was fabulous. The owner, who's the only person I've ever met, was the person who came out both times, and he is absolutely fabulous. He explains things clearly, and does the work in a very time-efficient fashion, and I couldn't be happier.

My father used AHS quite a bit, which we're grateful for. But I was really upset. When I talked to the contractors, they put in the claim, and then they were waiting for an approval. So I was calling American Home Shield to see what was going on. I called six times, there was no way to leave a message and it just said, "Your hold time is over an hour." That needs to be fixed.

If you can't at least leave a message, and then it says “chats available” and you hit the chat, and then it goes away and says, “No, you have to call.” So that was pretty upsetting. I spent a whole day on the phone and the only way I got a hold of them was when they emailed me that there was gonna be an additional cost. Then that was a separate number and they answered right away for that. But if you're just trying to find out what's going on with the claim, it’s ridiculous. But the service of AHS has been good. They've fixed some things, but every time we've had a claim, we've had an issue. Financially-wise, it's been great because my father has had some things replaced. It was just like pulling teeth getting it done.

I kept calling American Home Shield and they kept wanting to send back the contractor from Greenville South Carolina down here. They kept wanting to send the same guy back and I kept telling them that I didn't want him. He was drunk and I have children here. He could not stand up and could hardly talk. He said he could not do it that day because he was too sick and he would be back in the morning. He never showed up. He’s calling me and saying he would be here in the morning but he never showed up. He wouldn't answer his phone and he wouldn't respond back to American Home Shield when they would send him a text or email. He would not respond to me either.

I called in January. It was the same guy and he still didn't come back. I called in April. The guy still never came back so I called again. I told American Home Shield not to send the same guy and to send me a new one. They sent me A-1 Construction. Within 24 hours, the tech called me and said what day he would be here. Two or three days later, he showed up. Within15 minutes, he had my heat and air fixed.

We had to get a certified electrician to come in and put the blower motor in because the first guy just left it all over my utility floor. The unit still would not work right. When the guy from A-1 Construction came, he said it was an operator error if the first guy didn't turn the valves right and left them open. The unit wasn't blowing any Freon out when they finally got it fixed in April. It was not blowing cold on our air. He went out and checked it. And the guy who had put all this Freon in the unit didn't turn the valves so all the Freon was gone. When he came, we didn't have any air either.

My husband has COPD and I have chronic asthma. Our little girl has asthma too. There was no way we would been able to make it through those months if that guy from A-1 Construction hadn’t come and fixed the unit. He did a great job. I would recommend American Home Shield because they were good to me and they were very prompt. They did a great job. The only problem is we couldn’t get the contractor to come out. He would not take care of his problem. I was very upset because I paid my deductible in January. It was not a whole lot but I never got the service call. I had to pay in April again for a service call that I never got. That was $150 plus waiting.

When he pulled it up, he said yes it looks like I was going to go through the replacement and that would be handled by a different department. He said he would transfer me but gave me the direct number in case I got disconnected. It was a good thing because we were disconnected. I called the direct number and was on hold almost 3 hours and no one ever picked up. I have called the customer service number back several time and selected the option for a call back and have never received a call. Again I am on hold and so far it's been almost an hour and no one is picking up! I will paste this on every review site I can find until I get resolution. The fridge has been out over a month!!

The electrician company calls me and tells me they have no space for the rest of the month. Now I need to cancel the request to get my 75 bucks back....guess what, have to wait for another hour plus. By the way the first time the a/c guy came out the total cost was 1700 and "the Shield" covered about 300. DO NOT BUY ANYTHING FROM THEM PLEASE. It has been so bad I made a account on this page just to leave a review.

At this point I doubt WOODARD is even a legitimate business. I called AHS two times. Each time you have to call it is a two hour wait and if you are working better take half a day off. First Call: The associate tried to contact WOODARD in conference and failed. Said they will contact by mail and let me know the status. Nothing on two weeks.

Second Call: Same calling in conference etc. and mailing them for status and letting me know offline. This time I insisted that I need the contractor changed since WOODARD is not responding for so long. She said she cannot do that. I insisted on it and said I either want contractor changed or cancel the warranty altogether. She put me on hold for some time and then came back and congratulated me on a successful contractor change and the new contractor is going to call me in 48 hours.

It has been 48 hours past and the second contractor never called. I checked online at AHS service order and it still shows WOODARD as the contractor. Meaning AHS either lied or contractor change is not viewable through website so me calling the contractor is out of question. My mistake I did not ask the associate name on both calls and did not ask for information on second contractor on the second call.

I am on my third call and it's been 93 minutes and counting on the hold music. I will try to hold on for two hours and disconnect if I do not get an answer. I am planning to call someone tomorrow to come and take a look at it outside AHS. I don't have infinite amount of PTO to keep calling AHS. Also, wondering what good is the warranty if this the case. I was promptly charged for the service by AHS on June-25th itself. The only way to handle this is call and hold on for 2+ hours. No email, no provision on the website. That is primarily the reason I am using this review to talk about it as well.

The other people that I had acted like they couldn't find it. It was new and they wanted me to buy a whole new system. I said that I can't buy a new system every three years. That doesn't make any sense. The guy from Sun Powered said that he doesn’t know where the leak was but he was gonna find it and he did. So, I appreciate the time they took to find it and they did an amazing job. It was very hot but they stayed with it. Sun Powered is the only reason why I'm with AHS because I did get good service on one of the people. So, let me not just quit.

On the other hand, I had a washing machine that was making so much noise and AHS told me that as long as it was working, it didn't need to be fixed. If you put something in the washing machine and when it gets to spin, you just wanna go outside. It's so loud. My clothes are clean but with that noise, at some point something is going to break. I just got over a flood and that was devastating to me. So now, I'm really careful. If anything happened, I address it. If the toilet looks like it's gonna go over, I'll plunger it one time. If it does it again, somebody has to come and check to see why it’s doing it. But it's not like that with AHS. Also, I pay the $100 upfront. I told the lady that took the call what was wrong with the washing machine. I said that I'm still able to use it but it's making this noise. She should have told me that it was not covered instead of taking my $100.

My family hasn't gone out or left the house in three months and I'm the only one that has left the house to work. So we're very observant when it comes down to things like that. After he left, my wife put a bunch of Lysol aerosol out to feel safe again. With everything that's been going on nowadays, you would expect everybody to be considerate. If you're gonna go into someone else's home, make sure you wear your PPE. He did get the job done and nothing happened but I wish he could've been a little bit more careful and conscientious of that. We’ve had American Home Shield for 12 years and I like it. I'm very happy and I'm satisfied. I can count the times I’ve used it with the fingers on my hand but it's a good security blanket to have and if it provides extra protection, it's worth it.

We had to get a new unit but American Home Shield didn't do that replacement. They said the unit we had was too small for the house and that was why it was having problems. Otherwise, everything was running properly. When the inspector looked at the house, they didn't notice it was a two-ton unit inside and a two and a half-ton unit outside. I won't renew my policy with American Home Shield. Even if the unit was not the right one for the house, I would think they would have done something for us since it was under warranty and we were sold the house with that protection.

The company was lying to them, telling them they were coming out and they weren't. I had to call American Home Shield every single day for two weeks and the last person I spoke with regarding that issue is the one that helped me. I finally got someone to listen to me. Other than that one experience, American Home Shield has been okay. On my most recent claim, my hose bibs outside were both leaking. The guy had to order a part and then he replaced the parts in it.

I had a problem with them. Josh (a technician) came out here last year, and he came out three times. I told the company to send someone out who had more experience than he did the next time he came back out here. That's because when I try to call American Home Shield and if it's past 30 days, I have to pay another $80. Anyway, American Home Shield fixed what they had to fix on the third trip and then I was told that I would have to pay for Freon because they don't pay for it. I needed five and a half pounds. I had to wait till I got my income tax and when I did, I got it fixed.

Recently, I submitted service requests for the refrigerator, then the air conditioner again and the last thing, the dryer. So much was going on and I wonder if American Home Shield is going to get rid of me 'cause too much stuff was breaking down on me. I'm not doing this on purpose though. I bought a brand-new refrigerator. It was marked down when I bought it and I was having problems with it quite a bit. Four months ago, they replaced that. The dryer was messing up as well and when Big Ten Appliance Services came out for that, they did good. The guy looked and he told me that several things were wrong with it. He then told me that it had to be replaced and they replaced it. Two days in between, I had Fast Response come out and do the air conditioner.

When I put air conditioner on, I would have a problem with the air coming out. It would come out, but it's low. I called in June and then Fast Response sent Nate out. That technician told me that my air conditioner was over 30 years old and that parts would have to be replaced. He then went out there and fixed a couple of things that was wrong with it, and then he advised me that I would have to get a new unit. I had to get a loan from Telhio to buy a new air conditioner and it was 4,000 and some change.

When I went on my account that amount came out, but Fast Response was just going by what their mouth was saying. It could've been 2,800. I don't know. I called Fast Response and I asked them for a receipt. The first person I talked to, Ashley, said she was going to send it to me ‘cause they already had my email. I called back the same day and another operator answered the phone. She took the time to listen to me and said my receipt was going to come from someone else. It would then come to them, and then she would send it out to me. However, I haven't gotten that receipt yet.

Initially, my air cut off, and then it came back on. I poured some bleach down the pipe, but that pipe is not the one that was clogged up. The guy told me what was going on and he was able to come in and fix it right away. He had to cut a line and somehow the thing is horizontal, but he worked it. It works great still. I haven't had any issues since. He also cleaned up whatever he was doing. Another thing is that I was in the middle of training and he was very respectful of that. He didn't want to make a noise with the cutting saw while I was on the phone because it's right in short distance of where I was working.

I also had a plumber come out this last week and so far, contact via the website has been very good. However, I had a question and I was trying to call, but I couldn't get through. It's either my phone or Home Shield's phone would get through to a certain point, and then it would hang up on me while I was talking to someone. The call hung up when they called me back as well. Still, that was last week. It could be fixed this week.

The techs came with masks and stayed their distance. There was six feet between us the whole time they were here. The techs were very conscious of it which I appreciated. They put in a filter contraption on my refrigerator but then both the tech and I failed to check the light that alarms us when the filter needs to be replaced. I tried to restart that but it won't get off of red so I don't know whether the filter is working or not. So, I've been meaning to call Home Shield back. Despite this issue, Home Shield makes sure that their techs are covered as well especially with Coronavirus around. I offered them bottled water and the tech told me that they were prepared and had some in their truck.

Bestway Mechanical came out for the water heater claim. I felt a little uncomfortable because the technician came by himself. He needed someone here to help him. He's a little rough around the edges, but he's a nice guy. He installed the water heater, but it had a big dent in it. So, he had to get another one and install it the next day. But he did it.

American Home Shield advertises that everything is covered, 100%. So I was really disappointed because there was actually $650 that I ended up paying for, which was just ridiculous. You can almost buy a water heater for that from what I had been told. I felt very ripped off. I'm in the process of moving and I will not be using them after I move.

American Home Shield is also hard to get in touch with most of the time. You have to go through a computer voice and then they would tell you to call the people they assigned to the case and find out when they're coming. But I'm a customer. I don't wanna do someone's business for them. Then when the contractor calls and says they would be out there between 1:00 and 6:00 or 3:00 and 8:00, I think they need to narrow down their time span. But I realize that some jobs take longer than others. Aside from that, they have also been known not to call the right numbers when I give them that information. I had an ordeal the other day where they called me and said they couldn't get anybody at this number. But they had been trying to call the number of the gentleman that passed away three years ago even though I gave them the appropriate name and number to call.

On top of that, I'm a little upset right now because I've got another case right now for the same house and it has taken over a week for the contractor to get back out there because they got there late and they didn't have time to work on it. Someone along the line is not doing their job to keep things progressing on a timely basis and that's inconvenient for me and for the tenant who lives in the house. She was always there when they called and said they would be over there in 20 minutes. The case that's still open for this house is a faucet in the kitchen that was leaking and a piping in the master bedroom shower that was leaking. The technician said, "I think the shower won't leak anymore, but I can't promise you." Then for the kitchen faucet, they said they've got to get a new faucet to put on there. Well, they waited until 6 o'clock to tell us that and then it still hasn't been repaired.

American Home Shield is not high-quality on my list. They need to work on their processes and their time frames. I also don't like that they don't respond within three hours. If you had an emergency, you're just stuck. The only reason I'm with American Home Shield is because number one, I've had them for several years. I've had the house rented since 2005 so I guess I've had them since 2005. Number two is that I'm a Realtor and I get a discount because of it. I've had experience with other warranty companies and they're not much better. So I'm staying with American Home Shield. But if they get under my skin, too bad, I'll find somebody else.

The gentleman that came out was very professional and very knowledgeable. I had an RFI in my garage that went bad and it was causing several of our electrical socket to not work, so he replaced that. When he came in, he was covering himself because of the virus, so he was protecting us and himself. Once I let him in, he didn't even come inside the house. He went in and out of the garage. So I'm very, very pleased with Kelly and with the gentlemen that came out. Everything went well. It's been three weeks now and everything is working great.

One time, the washing machine in Tucson was broken for six weeks. They finally told them my husband could replace it because they had these companies coming out that weren't returning the call. We called American Home Shield about four times with that, and on the phone for hours, and every time, "We have to have somebody else come back out." Finally, they said, "It's not fixable. The part's not orderable." So he was able to go get a washing machine.

We also had a leak issue when we first moved into the house, and that was resolved as well. With everyone else going through COVID right now, it was a lengthy process as far as waiting on hold. But I understand they're probably on limited staff at this point. One time, I held on the phone for over 45 minutes. Other than that, I'd tell others to get AHS. It’s well worth every dime to get it. It’s already more than paid for itself in two claims.

I use the company through them called Island Breeze. I had a tech service named Shawn, and he was very customer service friendly. I am the person that treats customer service as the number one priority. When the sales representative treats a customer with respect, honesty, and truly salesmanship of wanting to help solve a problem, I feel like that should be rewarded. Shawn treated me with the utmost respect. Because of this, I bought a product from him. I felt like that was what good salespeople do. So I bought an additional service. American Home Shield's efficiency of getting someone out here took me two days.

I'm getting upset with the contractors that American Home Shield is using because they would come out but not necessarily do what they were supposed to do. They just wanna get the $75 fee and get a signature from the client to get paid. They're not interested in fixing the problem and I'm having an issue with that. If they're not gonna come out and take care of it, and I'm paying this with them every month, I should just call somebody, pay their regular fee and not have a warranty. I paid American Home Shield and I didn't like how the contractor serviced me. They left and I still have a backed up toilet coming in my tub. So, I got toilet wipes coming everywhere. This wasn’t right. I have elderly grandparents. I ended up calling somebody else and spending another $300 but this is what I pay a warranty for.

American Home Shield is good for certain people. It's good for my grandparents because they could have someone that can relieve the stress and not be concerned about whether or not something is gonna get fixed. So, it's more of a mental thing for them to just be comfortable. But when it comes down to whether or not something is gonna be repaired, if it were not for me and my dad, and being able to get on the computer and looking up items that need to be replaced, I don't think that half of the things that got done in here would have gotten done. Because I literally had to call and get item numbers. I had to find appliances that matched the standard that we already had. We would not have been successful with that if it were not for us having internet access and being able to work a computer.

I'm not happy with the wait time. I was told that it was because of the pandemic, but that shouldn't have anything to do with them making appointments and coming out. If so, Home Shield should hire more people but they said that this is the only company that services this area. They need to have two pool people ‘cause it's very frustrating when I have to wait so long for the repair guy to come out. The most recent one we had over was the plumber and he was okay. It was just the pool stuff that got me very frustrated.

One time, I had a stopped up toilet. I did an order online and they had that fixed. APC then came out because my toilet tank was leaking, but the claim was attributed to the other plumbing issue. When APC got the order, American Home Shield had given them the order for the stopped up toilet, which was a couple of weeks earlier. I had to resubmit a new work order and then it took them two days to get out here for scheduling to get out to do the leaking problem. Apart from that, there hasn't been a problem with either issues since.

That took about three weeks to do. I clearly told them before that I was flying out. I needed the work done in a timely manner and he misled me to believe that they were gonna get right on top of it. Then when I called them back out, American Home Shield told them to call me within 48 hours. That didn’t take place. When they did call me, the service tech that came out to bring the faucet had no clue that he was supposed to repair everything that was on the first prior order as well as replacing the faucet. He called them and they said, “Okay, if you don’t do it, she’s gonna complain again, so go ahead and fix it,” when all they had to do was say, “Hey, all the orders were not completed and let’s make this right because she’s already called and she’s already stressed that she wasn’t satisfied with our service and we know we dropped the ball. So let’s get it right.”

I did not like their mannerism. They were not professional. The techs were professional when they came to the house. However, they should have completed everything. I have no problem with American Home Shield. They don’t do the work. They vend the work out to vendors. I’m very happy because they did not deny me any type of service. The first company that came out, I used them three times. The last guy that came out to fix my air conditioner days ago knew what he was doing. He came out and he rectified the problem and that was it. The first guy fixed my washing machine. He came out. He fixed it, and that was it. Overall, I love American Home Shield. I love their service. We definitely recommend them. I went online and placed my repair ticket on Saturday and right away, a company called in like less than half an hour. They came right out that same day. So, that’s excellent customer service.

It's easy to get a claim going with American Home Shield. Everybody got back to me right away and it worked out very well. Their service was great. It was much better than when I was with First American. I had a water heater that sprung a leak. We didn't know it ruined the carpet in one of the bedrooms, which wasn't their problem but replacing the water heater was. But First American's contracted plumber came out of Fresno.

We live up in the mountains and there are several of us up here with First American. Every once in a while somebody says something about it. I said I was gonna get out of that deal. Also, when the contractor came up for our water heater, they gave us a bid instead of just replacing the unit. They said they would have to bring everything up to code and that they would have to redo the wiring. But there was no reason to do that. The house is only 12 years old. It would have cost us about $1300 on top of it. They would replace the water heater but we would have to pay the contractor $1500 extra. It was kind of a racket. I told the contractor, "So you guys don't make much money coming up here in the mountains to fix the water heater. So you're gonna get all this other work laid on there so you'll make some money." The guy replied, "You didn't hear from me but yeah, that's what's going on."

The buyout was if we didn't wanna use First American to do the job, they would pay us $435 for a water heater because that was what they would have to pay for anyway. We went that way just because. But I still had to hire a local plumber for $200 to put the water heater in. He said they didn't have to bring this stuff up to code. We have two water heaters in the house and about six months later, the other one started leaking. I called First American and told them that I knew I was not gonna want to use them again. I was just letting them know this was what had happened and that last time, that was bad. They said I was right and that nothing had changed. I told them I was just gonna go buy the water heater. I called my local plumber to put it in. They sent me the $435.

That was why I went with American Home Shield. I switched and I feel really good. When I talked to the sales gal when I first switched and she kind of asked me, I asked, "If I sign up with you guys and I lose the water heater, how would you handle that?" She told me and it was 100% different. I felt a little more confident. I was not jumping out of the frying pan and into a fire. I'm really happy with what has happened with American Home Shield as well as their service. I'm not one that wants to use insurance. But we kind of start thinking like what would happen if the air conditioning unit breaks and it would be 3000 bucks. We are at an age, we're retired, and we got a lot of places to spend money. I have recommended American Home Shield to other people that have asked.

I love the service with American Home Shield. It’s convenient to know that you can call and get something repaired easily. It’s a good deal. But they should list off a refrigerator that they know has a defect issue, and before sending a technician, they should have sent an e-mail questioning more in-depth whether it was gonna waste my 75 bucks. I was frustrated at having to pay $75 when they couldn’t fix my refrigerator.

I did my claim with American Home Shield online. I thought it was a $100 deductible for each and every item that you needed, but you can put four items. There was a little thing in my dishwasher that needed to be corrected, but I didn't put it down because I didn't think it was worth $100. Also, I told them over and over again that I needed local contractors to do the work. After the first plumbing incident from King's Plumbing, it was hard to get in touch with them. And they came from out of town. They came, they did whatever they needed to do but the guy didn't do what he was told to do. We called him back and we couldn't get in touch with him for about another 10 days. I paid another $100 the second time around for him to come, but he never did come. After 10 days, I cancelled it. It was a plumbing issue.

So, I told them I want local people and that I also need a refund. I did everything to get the refund, I still haven't seen it yet. I can't contact American Home Shield because of the COVID. You have to wait 35 to 45 minutes on the phone for them to even answer. I don't have that kind of time to stay on the phone that long. But they were so nice when I first talked to them last year. Also, I did get a new stove and microwave. They fixed everything, too.

The next one was regarding a secondary drain. When you have hot and cold with metal involved, it drips off water. For example, when we run the air conditioner upstairs, the excess water is drained through the primary drain that goes down into the plumbing system and out to wherever the plumbing system goes. Henry recommended that to not have this problem anymore where it leaks badly is to put in these little float switches which are inexpensive little devices that you can buy on Amazon. He even told me how to do it and how to wire them in. I'd rather not mix water and electricity so I paid him 125 bucks to come out and put all three of them in three different units. But that wasn't AHS.

The next time, a different unit just quit working and we couldn't figure it out ourselves. Henry came out and he discovered a fuse that had blown which was a little tiny automotive type 5-amp fuse. The system won't run without it and he showed it to me. He replaced that and he said that it shouldn't be blowing these ever, but if it ever does again, to call them back so they can come out and research the thing and try to figure out what's wrong with it. That was the last time he was out and then, we put another call in because we had seen a water stain in the ceiling but I cancelled that because there was no reason air conditioning would be leaking there. That's a plumbing issue.

We've had no problems with Quantum. AHS had assigned our work to somebody else but I told them that I didn't want anybody except the guy we're used to, Henry from Quantum. If he says he'll be here, he'll be here. It's always on the same day. They're in this area on Thursday and we know how to deal with him. He was very helpful. He explained what was wrong with the system, why it was doing what it was doing and how to avoid problems in the future. Everything's perfect.

Two techs came and I told them even before they entered the house that I wanted to have the dryer vent cleaned. They didn't even bother to come in and they felt that I have the wrong person because their specialty was more heavy-duty, like if a vent is not working, they would rectify it or replace it. They said that they would call Home Shield and refer me to another person. I was switched on to this other person who came. He replaced the circuit board on the dryer but that didn't fix it because I still have the issue. But I can't get anybody from Home Shield's site, so I gave up on that. I got tired because I'm going around in circles. I am paying another company outside Home Shield.

I don't understand all the dynamics but I like Home Shield and I had a good experience with them. They fixed my fridge that had some very technical issues that needed dealing with, even though it took a while sending somebody from Sears. The first person that Home Shield sent out came in and looked at the problem. They said they couldn't fix it so they referred me to Sears. I've had the fridge for 16 years and they came in and did some high-level work. The fridge is still working. A friend recommended me to Home Shield and I can see benefits. It has saved me, especially with the fridge.

So far, I've been satisfied with AHS because I had First American for about two years, and I didn't need them for anything. Then finally when I needed them when it got hot last summer, they sent a tech out. Instead of them coming out to take care of my problem, the technician came out with a camera, took a picture and indicated that something I had done was wrong. It was some kinda wire hanging down but there was no wire hanging down. I keep an immaculate house. They did not fix the problem and it was hot in my house. I dropped them. My mom has had First American for years but I had bad service with them.

They showed up the next day and told me what was wrong with the units. One of the units had the circuit board fried, and if he ordered that, I'm gonna have to wait for about a week to get here or I could replace the furnace and that could be done the next day. I chose to replace the furnace. On the other unit, he said that the one with the coils had lost Freon. American Home Shield gives a replacement for the coil thing, but pays $10 only for Freon per pound, and the actual cost for the Freon is like $50 a pound.

He said that in order to do the repair that American Home Shield would wanna do, he needed to wait for AHS to send them the unit, and then after they send it to him, then he could install it. If they send it to me, it's gonna cost me 1,200 bucks to install out of pocket. That's for the standard unit that American Home Shield sends. However, they can get a Trane one and that Trane would cost me $2,400 to install. He claimed that the unit is 14 years old so he recommended to go and replace both outside and inside units for the upstairs and that could be done the next day also so I chose to do that.

American Home Shield could use less automation and have more people helping you. Also, they've got a situation where they used subpar handymen. I just had to put $1200 of air conditioning repair on my air conditioner because I didn't wanna call them because the last couple times I had a problem. They were idiots. They didn't know anything about it. They were trying to sell me more stuff. I don't know if people don't wanna work for AHS, but it's just the people usually don't know what's going on. They need to improve their vetting of their trades.

Right now, I'm very unhappy because I've been a longtime customer, and they've raised me up to $92 a month. I was at $60. Now, I did add some extra stuff on there, but I think their rates have gotten expensive. That was why I switched before. But then I found when I did switch that the other company had problems too. So, it's damned if you do and damned if you don't. Compared to the other places that do home warranties, I've been with AHS off and on, but I always end up going back to them because they have less small print at the bottom of the contract. They're the best of the worst. The whole industry needs them.

I was promised a follow-up call, but by July 15 there was no further contact. I was on hold for over an 1.5 hours to speak to an American home Shield representative. She told me that they still did not have a diagnostic report and she called the AC tech to get it while I was on the phone. She then said that it would take an additional 3 to 5 days to find parts and the repair would then have to be scheduled. We may not get our AC repaired this month! When you look at the customer reviews of these companies they are glowing, diagnostics in a day or two with a repair within the week. What a sham! We are elderly and at high medical risk for Covid 19. We are suffering in the heat and have nowhere safe to go in this pandemic.

I asked to speak with supervisor or someone that could do more than assign a computer claim. I was told several times there is no one else to talk to. I asked if they could provide me with a list of AHS authorized contractors and I would call around to see if anyone had better availability, again “no it’s all computer generated”. There has to be a more personalized way to establish contractors for services. I realize it’s summer and everyone is having issues but if I can call a well respected company and get service today why would you not honor that!? Provide better services. Still awaiting to see how the saga will continue once the tech can come out.

He told me to go ahead and do it again. I submitted the paperwork and two weeks later I get a denial because a compressor is not specifically listed on the pricing of the full system. The cash equivalent they said we were approved for (originally) is only about 1/10 of what the system replacement cost. We weren't wanting the whole system covered, although that is what THEIR contractor said would be best, just the minimum. I'm done with the company. I spent more in a year for coverage for absolutely no reason. We would have saved money by not having AHS to start with.

Then the customer service representative tried to use scare tactics by telling me other companies use refurbished materials. I called 5 companies and they all said that was a lie. So now they are using unfair practices by lying to keep customers. Not ok with this practice. Now I feel like they have not been upfront and honest with anything they have said to me.

I disputed, they denied, I called back in, and a Michelle with AHS told me that she was going to get someone out that same day or first thing in the morning since it was still leaking over a week later! Nobody called, nobody came out, I waited 2 days, so I had to take matters into my own hands about 10 days after initially calling AHS. I had a plumber replace the water heater for $1,500, a fair price (I called around several contractors and most were between $1,500 and $2,000).

I sent an email to every AHS executive I could find on Linked In because I was not going to hold for an hour (average wait time of 4 calls into AHS). I sent the email the evening before my plumber was to replace the water heater. It apparently caught the attention of Holly ** who reached out with an email not copying everyone else. She told me that another plumber was going to be calling me. Roman's Rooter came out the morning my plumber was to replace the water heater, for an assessment. He told AHS the failed unit had nothing to do with the water pressure, it was just an old unit that needed to be replaced.

I requested reimbursement for the full $1500 spent to replace the water heater, and Holly **, Executive Relations, is now offering me only about a 1/3 of the cost ($581.41). She says it only costs them $581.41 to get one replaced. No plumber is going to purchase and install a water heater for $581.41. They would simply lose money. In fact, I talked with one of the local plumbers AHS uses and he let me know that is fake news.

They cover nothing! You cannot even get anyone on the phone unless you wait for over an hour. The person you get on the phone is from another country with broken english that has no supervisor to be transferred to. They cannot transfer you to anyone in the same country. They will do anything (delay, delay, false claims, delay, delay) just so they don't have to cover anything. It gets better too. I know several real estate agents, including the owner of one of San Diego's largest firms, who get treated very differently when they have claims at their personal residences. They have different avenues to take (through the sales rep), different phone numbers to call, and AHS does not dispute any of their claims because they sign up buyers left and right with the AHS scam. I would be simply embarrassed to say I worked for a company like AHS who could care less about their customers. AHS is useless.

They had Hilliard Heating & Cooling come out when we were not getting the temperature right in our home. My wife did the claim for that as she handles calling for repairs and things like that. The tech was professional and nice. He tried several things. It was sort of like what could be the problem? He seemed very good. Our unit has been functioning very well since then.

Nobody knew anything about it and AHS never confirmed my claim with GE. Home Shield was saying GE wasn't open and the number that they were trying to call was like a disconnected number. So they couldn't get through with anybody. But then, I was able to get through with the 800 number that they had supplied me and GE was open. Someone from AHS then helped me to schedule an appointment with GE for later that week. She told me that the first person I dealt with never got a confirmation number. The man who came from GE was wonderful. I lost my food by the time GE came but then AHS credited me $50. Despite the issues, I'm satisfied with AHS.

It used to be that almost within 48 hours, everything would be taken care of. You call, they send the person out and they usually have the parts or whatever was needed. If you called on Monday, they would probably be there on Wednesday, and it gets resolved that day. If they order something, it would get resolved by Friday on a worst-case scenario. Now, it might take two weeks to get whatever resolved. In this case, it's something as simple as a microwave. It shorted out, and it has been six weeks and they still haven't gotten it fixed. But I'll just buy another microwave.

Before, they would pay for the sales or I could go buy the product myself or get somebody else to fix it. It was up to you, and you just call and they offer it. But now, that's the hassle. They would do it all at their discretion. The time to get stuff resolved, probably in the last three years, it has gotten bad. So whenever I get this last one cashed out and resolved, that'll be it for AHS. I’m probably gonna go to Old Republic.

When I submitted the claim over the internet, the website was kinda hard to use. There are some other issues with the house that I hope to be able to resolve. But when I log in, the website is showing that the claim is complete, but my pump isn’t fixed. So this is strange. Also, I'd like to know what are the qualifiers or disqualifiers for the equipment that's under the insurance so that I know whether I’d even bother to make a claim or not.

Original Review: July 15, 2020

I had a plumbing claim with AHS. The contractor came out and they said it needed a cartridge. The guy came back and put in the cartridge and he said it works but it didn't. He came back again and he put in a new cartridge but it still didn't work. He said he would have to replace the valve and cut through the wall. I asked for another opinion so another company came out and they said that it's the cartridge. The cartridge was bad and they're coming out to replace the cartridge. I'm hoping that it will work. If not, we'll have to go through the wall and replace the valve. Thank God we have another shower. It has been three months.

Also, we are in a location that's like 45 minutes from Bakersfield and AHS sends people in from Bakersfield. One company comes up once every other week. I'm thinking about switching because I've talked to other people that live in this area who have a different home warranty plan and they get much better service than what I've been getting. Another thing is that they like you to do everything online but you can't be specific online. It's very generic and there's no place to put exactly what the problem is so I would call and I would be on hold. The people are nice but I hate that I could be on hold for 45 minutes to an hour. It's ridiculous.

American Home Shield was right on point. I've had them since we purchased this house back in 2002, and they've been there the whole step of the way. I continue to pay them because they come out quick. I don't have to sit around and wait. I'm a happy camper. When I get somebody out here that doesn't work, I usually will call them and let them know about it.

The rep set me up with this Rush Heating & Cooling. They came out and looked at my air conditioner. They said that I needed a new unit so I asked what I needed to do. They said that they needed to call American Home Shield and they needed to order the new unit, so they would be in touch. I asked what it would cost me but they said that AHS would call us which they did. AHS reached out to me and said that we would have to purchase some accessories. We would have to spend $150 on the coil and a $50 pad to go under. I'd have to go through Rush Heating & Cooling to purchase this stuff out-of-pocket for 200 bucks. I had inquired about maybe using my own contractor so I asked them what would that look like. Then the rep said that they would reimburse me $561 if I wanted to use my own guy. It was not going to cover anything. So I told them to go ahead and order it and l would use Rush Heating & Cooling.

A week and a half went by in the summer. I still had no unit and I got a survey sent to my phone asking me to rat the job completed with Rush Heating & Cooling through American Home Shield. They never followed up with me and they didn't complete my job. The last I heard, American Home Shield was ordering me a new unit. Rush Heating & Cooling called me five times in a row at 7:30 the next morning. The rep said that my job was completed was because American Home Shield told them that I wanted to cash out, which was not the case at all. In fact, when I talked to American Home Shield, the very lovely lady said that they would order the unit.

So I had to sign up for another service contractor to come out to my house. Every time this happens, I have to wait on hold with you guys for 45 minutes to do this. It was just a nightmare to figure out what was going on. But they said that they couldn't go back to Rush Heating & Cooling because they already closed it out. We needed to send somebody else out. I got Eagle Heating & Air.

So Eagle came out to my house and they said that they couldn't diagnose our unit because it was tampered with. Somebody was already out here which was right because it was Rush Heating & Cooling. They told me that I needed a new unit and they told me they were gonna come out and fix it when they got the new unit from American Home Shield. So then Eagle that they couldn't handle us and they closed it out. So I had to wait on hold with AHS for another 45 minutes to an hour.

AHS then sent out Crown, but you had tried to assure me that this was one of your premier vendors and their tech, no matter what, was gonna take care of me. I told them that Eagle said that they couldn't diagnose the unit because it had been tampered with from Rush Heating & Cooling. Then they said not to worry about it and that they would make sure that I was taken care of.

Crown came out. This was the third person I had out. He was able to diagnose the unit. He told me that I needed a new unit. And then he went to tell me that my warranty didn't cover any labor in an additional part. So the only thing that AHS would cover was the unit, but he told me it was going to cost roughly about $2,200 or $2,400. He then urged me to just go directly through him and I'd save 200 bucks. It didn't make sense. Rush Heating & Cooling, the first people that I had come out, told me I was only gonna have to pay just $200 for the stuff that wasn't covered in my policy, but that all my labor would be covered.

I looked up Crown Heating and Cooling and it sounded like he had been scamming people on American Home Shield warranty for a while. I told AHS that I didn't want to deal with him. But they said that the only option that I had was to cash out and use my own contractor because they were not sending me another contractor.

When I finally said that I’d cash out, AHS told me you’d give me $1,300 dollars instead of 561. I went ahead and I hired my own guy. I got the work performed and I would say that I'm very far from a satisfied customer because it was just abysmal. And the guy cost me $2,400 so I still had to spend out-of-pocket. But it was still cheaper than if I would have gone with this Crown Heating & Cooling and not cash out. I paid out-of-pocket rather than going through you guys because I filed this claim June 8 and I just got the original unit replaced last week. I couldn't do that anymore. We're in the middle of a super-hot summer. It was really bad.

I went online to make a claim when my furnace wasn't clicking on. I loved the AHS website. It was quick and easy. And I had service the very next day from Liberty Plumbing and Heating. I love them and I was very happy with them. They came out twice and everything has been perfect since then. I was very satisfied with this claim. I wasn't happy in the past.

The capacitor on the fan motor blew. It was a normal AC problem here in Florida when it would get really hot and the air conditioner was running continuously. They replaced the capacitor. And it runs fine now. Overall, American Home Shield is good. I just wish more services are covered under my plan. Sometimes, I find that things get broken are not covered under the plan, like a ceiling fan or a doorbell. Other than that, it's fine.

I was okay with the fact that they didn't contact me the same day in order to schedule an appointment. But after the very next day and I didn't get that company to call me in order to schedule the appointment, customer service should have said, “Okay, let's go ahead and find you another contractor in order to come out there,” instead of saying, “No, we have to give them some more time.” That took too long. I was very happy with the fact that the gentleman that came in was able to figure out what the problem was and got it fixed in less than 15 minutes, but I wasn't happy with the whole process.

The only issue we had was when the contractor came to take the motor out and to check that part of it. They needed to replace the motor. We've had the AC for about 10 years. But the newer ones' motors, he said, motors are different. When they hook them up, they don't need a belly band. Ours needed one. He didn't have one with him and he didn't have any when he called into their office. They didn't have any in stock, they said they would have to order it, but he came back within just two days. So far, everything is running fine. We never heard of them before, but they've been coming out on TV after we got service with them. But we have a service plan with Home Shield to get our AC serviced twice a year for three years. There was a certain dollar amount they charge you. If you wanna do that, they could do that also. They come and inspect your AC.

The plumber said he didn't have the part and that I have to call an appliance guy. Now, I'm supposed to have an appliance guy so my cost for the garbage disposal is gonna be $375 when it's all said and done, and it's all because of a 15-inch hose. I think they were trying to squeeze some extra money out of this thingI've been having to hand-wash dishes for two and a half weeks now. They didn't do anything with the plumbing. But I've been happy with American Home Shield and I have used them for years. They generally have some good people working for them.

I like American Home Shield. It's a process to get things replaced. But if it needs to be replaced, they will go ahead and replace it. But I noticed recently that the call volume is very heavy. I think that's because of the pandemic. People are at home and stuff are breaking. So I've had very long wait for that. Also, I've noticed that the experience was a little bit different this time when they sent me choices on what I could choose to replace the dishwasher with. Whoever sent the link did not realize none of those things were available. So I had to call them. The lady sat on the phone with me, which I appreciated, and to go from website to website to find a dishwasher that was available. But I think that's a pandemic woe. I had an experience with them before and it was much smoother. They're a good company.

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.

I called AHS to tell them to order the control panel or have the guy from 1st Choice call me. That guy never called. I called back several times and finally got a lady in the office and I told her what was going on. She got the numbers from me and ordered the control panel that was needed. I also told her that I didn't want the guy who came out to come back because he I didn't get a response or a return call. Also, he was a smoker and he was coughing in my house. There is COVID and I don't want people coughing at my place. He didn't wear a mask as well.

The lady whom I spoke with said she was gonna things up. As soon as the part came she said she would call me and have the owner of the contractor company come and put the part in. It took several weeks and the part came. The rep called me like she said she would. The owner of 1st Choice came and he told me that the part had been on order the whole time. He puts the panel in and the dishwasher has been working fine since then.

I had already paid for the service call and everything. I asked why the contractor had to come out if that was not covered under warranty. I wasted $75 for no reason. I tried to call and email American Home Shield about that but I never got a response back. When I tried to call, it was like a two-hour wait on the phone and I wasn't gonna wait that long so I just gave up.

We're very dissatisfied with American Home Shield. When I talked to them the first time, I told them what the problem was. I kinda wish there had been more communication about how that was not going to be covered under the warranty then I would have never had anybody come out. That was my main thing. They said they'd cover everything on your appliances then they tell me it's not going to be covered. Why do I have this warranty then with American Home Shield?

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.

Over the past four years, Aerotek said that it looked okay. Then this year, they put on the air conditioner, and when they were doing that, they could see that there were some other problems. They showed me what the issues were so that I understood what was going on. They weren't just trying to sell me a product. Aerotek called me yesterday and left me an estimate. But I just haven't made a decision yet.

Trying to get through American Home Shield is a pain. I've waited on the phone for at least 55 minutes almost every time. One time, I lost connection after waiting 45 minutes. You could be on the phone for an hour and a half just trying to say that you have a problem with your furnace. I have some other friends that are using them and they're having the same issue with waiting too long on the phone. But the people that answer the phone have been very courteous and nice. Some of them, I have a little difficulty understanding what they're saying. But we worked through and it had been fine.

I reported Universal Refrigeration to the Better Business Bureau because when I was looking to Google them to find out where their company was, it says that they were closed and it gave another address for their location. After three and a half weeks, they never showed up. They were supposed to come on a Wednesday to fix it. They were supposed to call me Thursday morning. They never called. I called in the afternoon and the lady reassured me that they were gonna come that day.

I texted the tech late in the afternoon and he said he wasn't gonna be able to make it. Friday, they were supposed to call me in the morning, they never called. So I contacted Home Shield, and within 20 minutes of contacting Home Shield, the Universal Refrigeration owner called me and was very rude. I didn't even know he was the owner until I asked to speak to a supervisor. He told me that it would do no good to complain about them because it wasn't gonna do any good. Then he told me he was the owner. I told him I did not want that company in my home.

If Home Shield is gonna send them to my home again, I would refuse their service. SNL was exceptional. Kim called me on Saturday and had the problem resolved by the end of the week. I liked Home Shield. They were quick. This was my first claim with them. I have a rental house, and I've used them before. They were great at the rental home, but when it came to this situation with Universal Refrigeration, I almost canceled my subscription with them. But they had somebody contact me immediately. So they handled it very well.

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.

We were disappointed that the modification wasn't covered because it was a bit of a pricier issue. We were hoping that at least part of it would be covered for the modifications, especially since the sellers wouldn't fix it. We were going through the plumber ourselves to get the modifications done, though American Home Shield did say that they could at least cover the cost of the fixture installation when we sorted it out with the plumber.

We are glad that we have American Home Shield. We've been using it as a tool to ease into homeownership, which has been nice. This is our first house so we don't exactly know what we're doing in terms of getting things fixed when they break, now that we don't have a landlord to call. So it has been a little bit of a comfort to know that we can always get something scheduled through our home warranty, and we don't have to worry about finding someone to come out, and we know that at least part of the cost is going to be covered for it.

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.

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.

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.

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.

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.

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.