American Home Shield Reviews

What is even more disturbing is that I brought these concerns directly to AHS—including the conflicting statements and my concerns about the contractor—and it made no difference. Instead of seriously investigating what happened or protecting its customer, AHS relied on the contractor’s report and denied the claim. In my experience, AHS continues to work with contractors who have extremely poor reviews and questionable business practices, and the customer is left paying the price. When a customer provides documentation showing that something does not add up, AHS should investigate—not simply accept whatever version allows them to deny the claim.

After this experience, I have completely lost trust in AHS. A home warranty company should advocate for its customers and hold its contractors accountable. Instead, I felt like the entire process was designed to avoid replacement and minimize costs regardless of the inconvenience to the customer. **I would never recommend AHS and will not renew with them. Before purchasing an AHS warranty, research their complaint history and the contractors they use in your area.**

Somebody reached out to me to ask me if they could close the claim in the middle of it not even being fixed. The part hasn't even come in the first time. I said, “No. I'm still waiting to hear back about this part.” There was lack of communication from the first company that had come out and AHS. And they didn't know whether it had been fixed or not. But AHS was responsive. They had a second person come once they realized that there had been such a long time period between me filing the claim and not knowing where the part was or when it will come in. They quickly got the second person to come once they knew what the diagnosis was, since it wasn't reported the first time.

When I called to follow up almost a month later, after the tech claimed that the part had been ordered, AHS didn't know what the part was because he didn't identify it. Once AHS reached out to the company that they hired, they got the information and scheduled them to come to fix it. Once he came to do that, the second technician realized that wasn't even the problem. It wasn't the sliders. It was the whole door itself. He said he doesn't know if they would replace it, but he would put it in anyway, which he did.

They followed up with me a few weeks later. Someone from AHS called me and said that it would take 26 weeks because it was a custom order, and this ridiculous amount of time. What they could do is offer me $500. I could take that or they could move forward with the order that would take next year for it to get fixed. I was, “$500 isn't enough to replace my whole refrigerator, so I would just rather wait.” I had to buy a deep freezer since the freezer and the refrigerator weren't working. It wouldn't seal, so everything was frosted over. As soon as you opened it, ice would fall out. There would be water all over the floor.

AHS said, “Okay. We'll go ahead and place the order for the custom door,” since I declined the $500. A few weeks later, I got a notice that my door was ready. The guy came and installed it in less than 20 minutes. The refrigerator now works perfectly. I've had multiple issues with this refrigerator, but that was never one of them. I guess it was wear and tear from opening and closing.

I put in a claim for my dryer at one point. But AHS checked to see if this YouTube video will fix it. I followed the instructions from the YouTube video before they sent somebody out. It saved me $100, so I didn't mind that. It was a common issue that was easily fixable without having a technician come out. Once I filed the claim, it was, “Follow these steps. And if this doesn't work, then you can continue with filing the claim.” It worked.

Shop around because there might be more for less cost for the month. Because you pay $100 a month, but you still have to pay a $100 deductible to have anybody come out and look at something, depending on how many appliances you have covered. But I don't have many issues, so I've paid them a lot of money to not do a lot for a long period of time.

I submit claims over the phone and a large percentage if the time, I can’t understand what the representative is saying. I have to make it out. But it seems they do their best to help. I've had American Home Shield for over 16 years, and this is the first time I've ever had a problem like this. I'm not satisfied at all.

We have 2 seniors in our house with health issues. When I requested a refund for the AC, I was told that the part is in so I wasn’t eligible for any money towards the $7500 that we had paid. They told me as a goodwill gesture, they would refund me $100 for the trade service fee. I was informed that due to issues out of their control, “we cannot guarantee that your service request will be completed within a certain period of time.” Were we suppose to wait indefinitely to get a repair or replacement? AHS lacked integrity and accountability as it related to our situation.

Although I ultimately authorized the work because I needed my air-conditioning repaired, I made it clear that I disputed the explanation and the amount. Before proceeding, I asked American Home Shield to escalate the matter and requested a callback from a supervisor. The supervisor eventually gave me the same explanation—that the approximately $2,000 charge was for “maintenance”—without providing a satisfactory itemized justification.

In my opinion, describing such a large portion of this repair as uncovered “maintenance” appears to be a way of shifting the cost away from American Home Shield and onto the homeowner. I purchased a home-warranty plan precisely to avoid being placed in this kind of situation when a covered system failed. I do not object to paying legitimate, clearly disclosed, noncovered expenses. However, I expect American Home Shield and its assigned contractor to provide an honest, detailed, and reasonable explanation of every charge. That did not happen here.

I am asking American Home Shield to conduct a prompt, independent review of this claim, provide a complete itemized breakdown of the $2,400 charge, explain precisely what work constituted $2,000 in “maintenance,” and refund any amount that cannot be properly justified. Until this matter is resolved fairly, I cannot recommend American Home Shield to other homeowners.

I was a little shocked when I saw King Appliances come through instead of Everyday Heating and Cooling like they normally do. Every time I've had a issue with my AC, it has been Everyday that has been handling it. You get used to one service provider after a while and you're a little nervous about moving to a second one. But I'm very happy with how fast and efficient King Appliances was. It was a faster service call than I had ever had. At one point, I had put in an HVAC call, and it took American Home Shield three months to get the part that I needed. I was just sitting in the house in the heat of the year trying not to die. With all due respect, American Home Shield stepped up their game a lot.

The issue I had was when I had been given my estimate for it, American Home Shield sent an automated text message that said if I had any questions, to respond to the text message. I responded to it but I never received any information so going into the service call, I didn't have any idea who I was supposed to pay. But the owner of the company had also shown up to deliver the AC unit, and he had gone ahead and given me the information I needed, that I just pay them and that's it. Paying him was very easy but I wish I have had known that sooner because he had specified that he'd prefer a cash payment. I couldn't have the money on hand.

After that, they had to get underneath my house, so they had to remove some of the siding. The siding seems like it was put back fairly easy. But there is a spout sticking out of the side of my house that I don't believe was there before, that's constantly dripping water, and I'm a little concerned about that. I don't know if I'm gonna need to make another claim to have a plumber come and check it out. I'm not sure what the proper route to go about it is because they are contracted through American Home Shield. I don't want to call them and have them tell me I need to call American Home Shield, or call American Home Shield and have them tell me I need to talk to them, or just find out that the entire thing isn't covered, and it's my problem no matter what I do.

At that point, I decided to replace the air conditioner and the furnace, but not use Eagle Air because I wasn't sure whether they were truly trustworthy or not. It was better to get a couple of bids from other companies. After the whole thing was fixed and done, American Home Shield gave me a price just to replace the AC. But we had issues with the furnace the winter before, so it was better to replace both units at the same time. They were old, and eventually, they would have needed to be replaced.

We also had the garage door fixed. The techs fixed the wrong problem, but then said we needed to replace a couple of springs and that the door was off balance. That was extra to what they could fix for American Home Shield. My only issue is that when companies come out, they always find other issues that are not covered by whatever they were sent out to fix. It wasn’t American Home Shield, but who they sent out. Through the years that we've had American Home Shield, they've done well for us, and we've had things that were able to be fixed. The only hard part was being home when they were sending people out. Prior to this year, my son was living in the house and he was in dental school, so that made it kind of hard. Then there was also the waiting around for them to come.

Other than that, I used to have them years back when we first got the home, then they changed it to another Home Shield something and I had canceled that one about two years before I rejoined American Home Shield about three months ago. I liked the timelessness that they made the appointment to came out for our recent claim because it was the very next day. If you have an older home, getting American Home Shield is the best way to go. You can depend on always finding someone that can do the job at a reasonable price. But when calling in, I don't like all the phone prompts that you got to go through before you can talk to a representative. I'd rather talk to a representative than going through all those prompts to tell the issue. Despite that, I appreciate American Home Shield and their service. It's a good program.

Then this month I called AHS because the shower faucet was leaking in the guest bathroom. A technician from Leak Seekers showed up the next day. He said that the parts for the faucet were no longer manufactured & he would probably have to cut a hole in the bedroom wall to install a new faucet. He left & said he would get back with me. I called the next day for the status, repeatedly got voicemail, so I texted & “Kaylee” replied that they were looking for the parts. By late the next day, they still hadn’t called with an update so I texted again asking for the status.

Kaylee replied that I should get someone else, that they were canceling my order since I wouldn’t give them enough time to find the parts. Since I was expecting houseguests that weekend & it was 2:30 on a Friday afternoon, I called a local plumbing company who had a technician here by 3:00. He assessed the situation, left to go get the part, returned & repaired the faucet before 5:30. Two problems, no satisfactory AHS resolution for either problem!

The service tech guy told him that he would have to send him a PO so he could let his boss know that while he was there, he got proper call to do an AC cleaning on the outside on the unit. The people who they referred me to called me and told me I would have to call American Home Shield back to get a new contract drawn up. I called them and another lady put me on hold for 10 or 15 minutes. Then she came back and said that I wasn't covered. I was upset about that. I would think they would wanna get that done ‘cause that helps me and it helps them so the unit won't have major breakdown. The service guy fixed what the problem was on the AC but I couldn't get it clean.

The gentleman there said, “We moved it to 1:00 to 4:00 because it would have been better for our technician.” I told him, “We can't be there 1:00 to 4:00.” He said, "Okay. No worries. Then I'll just move it back to 3:00 to 6:00.” But they didn't notify me of the change. I just happened to look at the thing. So, he said it was 3:00 to 6:00. I said, "Okay. So, we're back to 3:00 to 6:00.” But then when I looked the tracking through Fix It, it said 4:00 to 7:00. I ended up being there from 3:00 p.m. to 7:00. And nobody had shown up. And he came at 7:20.

I showed him the ceiling light, and I told him that when you turn the switch on, there was no power going to it. We just purchased this property in May. The original owners had a ceiling fan on there. And the ceiling fan wasn't working, so we thought maybe the ceiling fan was broken. My husband's an electrical engineer, and he's done all the lighting work at our own home. So, we got a new lighting fixture. He installed it. And when he put it together and did the wiring, he said, “It's not working. You have to call an electrician.” That was when I called AHS.

Then when the gentleman came, he told me, "No. This is not covered.” And I asked why. He just said, "It's not covered.” I said, "I just need this working.” He said, "I can charge you $125 to do it for you.” I paid him an extra 125 for him to do it because I needed it done. The service of AHS has been great so far. What I like most is the convenience of the app, and it’s straightforward. They are also pretty responsive in getting things started.

I requested that the matter be escalated because I do not believe it is reasonable to wait up to two months for a part when the entire garage door opener has already failed and could simply be replaced. I then escalated my issue and spoke with Rosy at American Home Shield, and in the middle of our conversation, she hung up the call and never called me back. I called back and the wait time to speak with a representative was over 1 hour. This was extremely disappointing and reflects horrendous customer service. As a paying customer, I expect a reasonable and timely resolution. Having me wait up to two months for a part, only to find out that it may not even fix the problem, instead of replacing a failed $700 unit, is unacceptable.

I didn't know the company offhand and did a little research online. I saw some bad reviews, but I did not have a bad experience with them. The guy that came out was polite and on time. He was also respectful and was never out of my sight. He wasn't like trying to walk around my house. He cleaned up after himself as well. He did an excellent job.

Given the number of service calls I could have and the price that they were offering for the warranty service, I was very skeptical. But thus far, and this is my second call for them to come out and do something, and both interactions have been on point. They also came out for the central air conditioning system two months ago. They were here for about two hours and were checking the line and looking for leaks. They also did some cleaning out of the condenser and freon and told us to give them a call if there would be any problems. So far, we haven't had any.

It was a while ago when I signed up with American Home Shield, and I couldn't get to a live person. They were trying to direct me towards getting it done on the internet. But when I finally got through, the rep went through any questions I had. I would give a good recommendation for American Home Shield. They're worth giving a try because I've had perfect service thus far. I always want to get a cheaper price, but with what I'm paying for what I've gotten, the price is excellent. I've already received more service than the cost of the process. For every service call, they have a deductible, and that's $125. One might feel they're paying more because of the deductible. But with my most recent job, if I'd had my regular plumber in here, he would charge me by the hour, and I would have gone above cost of this particular service. The service outweighs the cost of paying the deductible.

When he took the top off the unit on the back, I took the before pictures. I told him to let me know before he put the top back on so I could take the after pictures. But when he got done, he never let me know. When I went back there and looked down in the fan part to see if he even cleaned it out, I found out he did not. That was when he got smart with me. He went down, opened the fan part of it up and reached out. I got pictures for where he was going down in there after I said something. When he took the back part of the unit apart to look at it and check it, he didn't put it back together.

I called American Home Shield again and let them know. I told them I don't want the person that came in last time back at my house. They said that they were gonna request somebody who’s experienced to come out. They reached out to Fire & Ice again to get them to get somebody to come back and put the housing part together. But nobody never came back out. American Home Shield is wonderful but Fire & Ice is very disrespectful company, and I never had somebody that came to my house to be disrespectful. You also can’t directly get in contact with a person to talk to about it.

The technician was kind and he was a nice guy. He was doing everything that he could within the realm of ability that he had. I agreed with most of his suggestions. He understood that some stuff was just not necessarily in his purview, but he told us what to tell the warranty company. And I did. We just need some follow-up service. Other than that, it’s been pleasant and easy to set up a claim. It was also easy to get someone over to the house. The process was simple and we appreciated that we could pay one time for someone to take a look at two appliances since they were both in the right realm.

I was a little concerned about them because I went online and checked, and they had some 1 reviews from like ‘19, ‘20, ‘21. But when they came out, the young gentleman was very polite. He asked me what the problem was, and when I told him about it, he said he was 99% sure he knew what it was. He went to the truck, got a capacitor for the AC, put it on, and it worked immediately. Except for me running my mouth with him, he would have been in and out within 15 minutes. I was very pleased with the work he did.

I've stayed with American Home Shield because I have not had any issues in the 27 years that have not been resolved quite quickly and very politely. In that period of time, I've had a couple questionable ones, but I've been very pleased with them. I've recommended them to quite a few people, and they've gone with American Home Shield also. I don't use it that often, but it's a comfort level when your appliances are 10, 12, 14 years old. They have replaced a couple hot water heaters and a couple of washers for me. If everything in the house was brand new, it might be a different situation.

The particular plan that I'm on gives me all the coverage that I need and it's very good. I'm paying $105 a month now, so that's $1,260 a year. It's getting to be a little expensive. 2 years ago, my rate went up significantly. I called American Home Shield, and they passed me off to another manager. The manager came back and told me because I've been a customer for so long, they were going to freeze my rate at the current cost. For a two-year period, I did not get any rate increases from American Home Shield. That made me feel quite good. They were able to work with me.

In my case my refrigerator and washer went out at the same time and, because of the 3 month delay in repairs, I ended up having to buy a new refrigerator which they refuse to pay for---they also refused a rental. All you get from service reps or supervisors (once you manage to actually GET one on the phone) is "We apologize" but nothing more. I believe American Home Shield's policy is to simply outwait the insured customer. My daughter also had them and it took 6 months to get her spa fixed and incredible frustration, hours on the phone and no shows/no calls by service companies. Basically this Company is a very UNFUNNY JOKE and a person would have to be insane to sign up with American Home Shield. Don't be that person!

When the guy got there, he looked it over and said, "You need a new faucet." I didn't have one at the house. So, he put his boss on the line and talked to me, and I told the boss, "Can you schedule a way for your technician to come back out?" We went back and forth about that. He said, "Someone will call between 4:00 and 5:00, and we'll come back out and put the faucet on." I had to go to Lowe's or Home Depot to buy a faucet, which I did. They never came that afternoon of 13th.

I called back on the 14th, which was a Saturday. I called back on the 17th. They never called me back. I started calling American Home Shield and they kept saying, "Let us call and see what he say." Whoever it is that runs PMC Plumbing never answered the phone. Every day, I would call AHS and ask, "What is going on? I still have a leak." They took my 125 deductible. I said, "I need some compensation." I called on the 14th, 18th, 19th, and 20th. One day, they called and I talked to someone who sounded like she knew what she was doing. She credited me my 125, and charged me another 125. That was the only way for them to get a new contractor, for some reason.

The new contractor is DNA Plumbing, and I waited for them to call me. They never did. I saw an email saying they're supposed to come out today. I emailed the day before and said, "I will not be at home. We need to schedule this." That's where it is now. All next week I'm out. So, it's going to have to be the following week that somebody will come out to my house.

I'm not happy. I would call every day to find out. I would get a different person answering the phone at AHS and they would say, "We're waiting for them to call us back." But they never called me back. They go to the next contractor that's near me. They never call me back. I had to stay on AHS to get something, redress of some sort, and that's the only way that it worked.

I thought they usually call you and let you know. It's like, “These are the days we have available and the time.” But they never did that. This last contractor just sent me an email saying, "We're coming out." I was, "Uh-uh." Because I'm out. It would be great if somebody could come out on the 7th, but that's a holiday, Labor Day. I'm not sure if AHS's contractors consider that a holiday. But the week of August 31st, that whole week, I'm on vacation, and I'll be out of the town. AHS should have brought me to the next contractor. They said they were waiting for the original contractor to call back and give them feedback. But it sounds like he never called back. They need to get rid of whoever it is.

Last year, I made a request but they got back to me that they canceled that request vecause they couldn't find anyone to come out. I don't usually call them for anything. It was something electrical. I had to keep calling to find out what the status was for that. Someone said, "They canceled this." I asked, "Did they call me?"

After half a dozen calls, American Home Shield finally said they'd give me $1,200 or I could pay $700 and get one that fits. I guess I'm gonna pay $700 then I have to pay $150 for the contractor who came out here when I told him not to. Also, when I needed a new faucet, American Home Shield doesn't tell you what kind of faucet they're gonna give you. They just give you the least expensive one. The guy showed up, and it was smaller faucet than the one there. I would have paid extra for a better faucet, but they don't give you any options. It's their way or the highway.

Stay away from American Home Shield. I had them for about three years. I canceled then I went back. It feels they treat you like garbage. It’s not just one time. It’s many times. When you call them, you get someone from overseas and the contractors that they use don't have websites. There's no contact. It's like they'll fly under the radar in case there's a problem. You're better off just self-insuring or go with another provider.

The tech called and said, "I'm coming to service your air conditioning.” I said, "Okay.” I had to leave work early ‘cause I was by myself. I had to leave work early to come home ‘cause they said they’d be there. But it was no show, no call, twice. They did it both times on a Saturday. They were supposed to come Saturday morning. They gave me a window between 9:00 and 10:00. Didn't show up until after 12 o'clock. I called the phone. The phone went straight to voicemail. It was ridiculous. And I had to leave work to come home.

But other than that, everything else seems to be okay. Everybody else was very prompt, very good, and well respectable. Submitting a claim with AHS has been very easy too. I like it because all I can do is go on my phone and do everything on the app. And they send me a confirmation of who's coming and their phone number. They give them 24 hours.

However, speaking to the AHS rep, I wasn't that satisfied. Because I don't know what their guidelines are and what the do's and dont’s as far as the contractors that they sent out there, and the rep wasn't helpful at all. She was nasty to me. But I’ve had a good experience with AHS. I really enjoy having them. They are a very good company to invest in. They get the job done.

We finally got somebody out, and they addressed it. They did send an offer to get the refrigerator replaced. But the techs wouldn't answer the phone when I called them. I finally called them from a different number, and then they answered. I was like, okay. I don't blame American Home Shield for that. They sent somebody else out to deal with that. There was another one that they had out of Antioch, and they kept saying, "Oh, this is not a problem.” I said, "No, it is a problem.” They seemed to have stepped up on the refrigerator. This has been going on almost two months now. They finally sent out a replacement, and so they've been helpful with that.

Then I'm having a challenge with them on the hot tub. AHS sent out a technician. I paid $100, which was fine. It's an older hot tub. It's a 2002 hot tub. They came out and looked at it and said, "The motherboard inside of the timer is bad.” It runs the hot tub. But American Home Shield denied the claim. I said, “Why are you denying the claim? And they said, "Because it's part of your smart home management system, sir.” I said, "I'm confused here. Because when I look at the warranty, under hot tubs and spas, it tells me what you guys cover. And this is an above-ground hot tub and there's access to it. There's no problem with that.“

On their contract on page 8, it says self-contained spa, above ground, accessible operation. This is what's covered; it says all above ground. It says what's not covered, and it talks about electrical, sewer, water lines, lights, liners, defects, jets, ornaments, fountains, and all built-in. Saying what's not covered: skimmer, if you had a skimmer or something like that, fuel storage tank. This is a 220 spa. Says covers up to specific limitations. Covers up to $3,000.

I was hoping for a better relationship with AHS than how this has gone. They've done a lot for me, but they're trying to limit the stuff that they should be covering. And they advertise on TV all the fun stuff that, “Oh, we cover everything even if it's old.” Then they come up with these exclusions that don't make any sense. They'll call it cosmetic, or they'll find some fine print in their contract. But their original contract says they cover everything when they're selling it to you.

I said, “I have electronics plans. So, is it covered under that?” And they said, “That's covered by Allstate.” I said, “I bought a plan from you, not Allstate. I don't understand. Allstate was never mentioned in this.” I go to Allstate's plan that I paid $216 for on the front of the contract. Guess what it says on here on page 3 of 13? This is coverage and claims and protection. Says, “Computerized smart home systems. This protection plan provides coverage for products where the problem is a result of failure caused by defective material and workmanship, and it covers all the items.”

It's a conflict with what they're saying throughout their contract. So, they haven't taken care of my hot tub. I'm trying to figure it out. I paid the $100. I paid for the electronics plan. I also took the panel off for the guy, so he had perfect access, easy to get at. Showed them where it was. But they said they don’t cover it. That part, I'm not very happy about.

The reps just don't get it. They're reading a script on their computer. When you're speaking to the folks in the United States, they seem dandy. They're helpful. But when you get somebody overseas, it's a script, and you could be talking to somebody in perhaps the Philippines, or even over in the Caribbean. Happy with them replacing the refrigerator. Didn't like the leak in my laundry room after the guy left, half an hour later. The plumber was great. He said that it wasn't related. I found the leak for him. The drywall guy fixed the repair on the drywall. They don't cover the stucco drywall repair in terms of finish, which they only do one coat, which is in their contract. I had to take care of that. My wife had to paint the wall. So, it's been a love-hate relationship with AHS.

Three days later I received the call that my warranty does not cover the labor for the part to be installed and will cost me $798.00 to fix. I called this company and asked that why the labor is not covered now? They blew me off and would not answer my question. I paid $798.00 to the company to fix the problem. Later I found out that the part I needed was $9.00 and time to replace was 45 minutes. So I paid $898.00 for 45 minutes job with part of $9.00. After searching I found out that they with these shady contractors to fleece the consumers all the time. This company is committing fraud with the consumers.

And then I'm already having problems with the unit. They've already been out here twice to look at the unit because it was not cooling. So, the second time they came out, the man tried to accuse me of not cleaning the filter. But why would I not? You pull it out, you put it in. It's easy as pie. And he was very rude, too. He also said that he was going to tell American Home Shield that I wasn't servicing my equipment. But it's not even two years old, so how could it not be serviced? It didn't make sense. So, the unit still wasn't cooling properly and I had to call and pay for somebody else to come out after I've already paid American Home Shield to do it, which I shouldn't have had to pay for. The tech I called came out last week and the AC is fixed now.

I always do my claims over the phone because talking to somebody is always better since you can explain what's going on a little bit better. But half of their reps don't speak English, so they don't even really understand very well. Also, they're adamant on not paying for something. They'd say that American Home Shield doesn't pay for this, or that is not covered, or that they're not doing that, or that they have to get the claim approved. But I'm paying for a service and they take my money from me every single month without fail. Even if one of my cards is messed up, I still make my payment. So, shouldn't I get the service that I pay for? Overall, they were times when they've been okay but for the most part, I don't really use the service that much. But when I do need to use it, it's too much trouble for me.

The techs were really nice. They explained to me that there was an emergency at a nursing home and said it would be really late; that he would come to my house at 9:00 and he would be muddy. But I didn't want that. And he said to come early today, this morning, but I had meetings today. I freed up my day yesterday for that. Submitting the claim wasn't the issue. But just getting the claims taken care of, that's just been my biggest issue. I'm really frustrated with the whole system right now. I spend almost $200 a month, and I haven't used it. But then, when I need to use it, I'm frustrated. I am not satisfied with my service with AHS.

I initially submitted the claim online, and American Home Shield assigned a company to fix it. Then it blanked out of the system. I was waiting and waiting because the email that I received said to wait and that a person would be in contact with me. Then, when my original claim was canceled, I didn't know that. The only way for me to know that was to log back into the system to see that it was voided. So, I was waiting for almost a month to have my repairs done.

The only proof that I had that I had submitted a claim was that I got a text and an email from American Home Shield. So, I had to resubmit, and Hale contacted me to set up an appointment. The tech was polite and on time. He was in and out quickly both times. When he came to do the repair, I had taken half a day from work and ended up not even needing to because he was so fast. I was 30 minutes late to work instead of having to take half a day. My dryer has been working amazingly, and I ended up replacing my stove. After it got fixed, I donated it to Habitat for Humanity and got a secondhand one. But it was working fine up until the time I donated it. Hale Services was wonderful but I would give American Home Shield 3 stars because every time I have to file a claim or do anything, I have to jump through hoops.

I like, though, that for one fee, I was able to get two things fixed. It happened to be that they were from the same category. I also like that American Home Shield liaises with other people, so I don't have to worry about getting a reputable company to come out and do it. American Home Shield also guarantees the work that gets done. So, if Hale came into crappy service, I know that I could call and say that the repair that they sucked and ask them to fix it. And American Home Shield would have to do that. The people that I've talked to are lovely. Overall, I'm pleased with my experience and the biggest benefit that I got was not having to find the contractors myself. People should get the warranty from American Home Shield or something similar.

My AC has been out since June and here we are nearing the end of August and all I keep getting is lip service but no repairs. My electricity bill was nearly $1000 because I have keep the upstairs unit running so I don't pass out in my house due to the extreme heat. I will warn anyone who will listen to find a different warranty company, I'm planning to take my service to someone else who can provide me with the service I'm paying for.

The technician met somebody at the property. And the house is vacant. I'm in between tenants, and my Realtor met them out there. They fixed the issue, but they would not go in the attic to inspect the furnace. Because the attic door in the hallway, the string that pulls down the attic door ladder, broke, and they refused to get on a chair just to lower it without the string. And that was all the service that they provided, as they fixed an item on the AC outside and left. I'm disappointed they wouldn't go in the attic and inspect the furnace, but it appears to be working.

As for the technicians, I believe American Home Shield does not pay them enough, and that they probably do the work just for the volume. But they don't provide the same special attention to the service call that you get via the claim, as opposed to if you were to just reach out and call that vendor. My guess is the vendor would charge me more for the services they provide than what American Home Shield is willing to pay them.

And so, you are going to get a minimal job done based on the limited amount that American Home Shield will pay them based on contracted rates. For example, I had them come out with an issue with my kitchen sink faucet. And the kitchen sink faucet that I had replaced was brushed nickel. The vendor would not pay for a brushed nickel faucet. They would only pay for a stainless steel faucet. I had to pay extra outside the claim for a brushed nickel faucet. I had to pay extra above and beyond what American Home Shield paid them.

I also had a faucet that had a sensor where you could move your hand in front of the sensor, and the water would turn on or off. And my plan would not cover a faucet with that sensor. I had to put one back that did not have the sensor, that just had a manual that you would turn on and turn off, and that was fine. But I had to pay extra for the brushed nickel faucet I had, because American Home Shield would only pay for a stainless steel one.

Then I wait two weeks again, and then they are here again. The last time, they told me it might be the thermostat, might be something else. Because the bottom arm that spins over the heat element keeps getting caught on the heat element. And I don't know where we are right now. I called American Home Shield yesterday, and I called Sears today. And American Shield said they have to wait till a Sears technician writes on the paper that he recommends getting a new model.

The technicians are great. They're very friendly and professional. They talk with us and show us what is wrong, and come up with different ideas, like the motor and some other stuff. They couldn't find the model number for the first three or four rounds here. And we told them to look it up with American Home Shield, that they had replaced a dishwasher before, and they were the ones who put this one in. They got the model number at least, and they're ordering parts that they think are close to it. And this last time, I said to them, "Don't even bother ordering." I said, "I'm tired of waiting. It's almost three months now."

AHS has been great in the past. They fixed my other dishwasher one time. And then they came, and they had to replace it the second time for some reason. And every time I've talked to the reps on the phone, they're very nice and professional. Nobody's screaming.

Later, I found out that I had to call customer service and ask them to add another unit for inspection. I had to unnecessarily pay $100 more for my second unit. Had it been communicated to me before, I would have inspected both of my units at the same time without paying $100 more. This was very unpleasant. With this issue, I requested American Home Shield to cover this because I was not aware of it. Proper communication should have been given to the customer. And they have not given me at least the flexibility to waive the charge when I created the second time.

American Home Shield’s customer service is great. But as far as the service part of it, they need improvements on it a little bit. I wish the process would be better. I get that for budget reasons, they have to buy in bulk and then ship them to the suppliers or to the servicemen. But I don't want to have to wait seven days again if something were to happen.

I'm a realtor by profession and I've come across a lot of people that have home warranties. American Home Shield's flexibility of work is one of the better ones out there and to friends, I tell them that I'm happy with who I have. Also, American Home Shield's price is competitive and customer service reps do their job well. But they can be difficult to get information back and forth. But it’s not because they're bad. It's just an issue with timeliness and easiness to get ahold of.

I've had American Home Shield since 1993 and we initially had it through a realtor when we bought our house, and I expanded it. I even referred people to them. But in the last five years, it has been horrible trying to get ahold of them because they switched to an answering service out in the Philippines. It's difficult to get customer service satisfaction here from somebody who lives in the Philippines or India because they don't understand how we think and the speed of service that we need. All they do is read a sheet. I had to make three phone calls to get to somebody who's halfway decent to get this thing going.

About a year ago, I had to go to the Better Business Bureau and write a bad Google review for somebody to reach out to me and help me resolve an issue. When American Home Shield switched to overseas customer service, their service quality went down to nothing. The last person I spoke to was good, though. She tried to make things happen.

I keep calling about this AC, and that's the third call we've had in probably five years. They keep putting Band-Aids on it. I found out they put a limit on air conditioning of $5,000, and all the Band-Aids they've been putting on it are deducted from that $5,000. So when it comes time to replace it, there won't be any money left, and they're going to tell you that you have to pay for it yourself. I'm sitting here evaluating whether I want to keep that coverage because I can replace the AC with the money I'm paying them for the coverage.

I've tried going on the website to get service done so I don't have to deal with anybody, but it wouldn't let me. I had to call somebody and wait, and they called me back an hour later. People should shop around if they need a service like this until they find a good one. They shouldn't jump into American Home Shield at all. I don't recommend them. I'm stuck with them right now because I haven't had a chance to change it. I'm shopping for something different. The company has been bought by different entities about twice since I've been with them, and they've gone through management changes, so their customer service has suffered a lot.

Patriot Plumbing came out one day last week because I had reported a leak in the kitchen. The young man came out and replaced the faucet. I didn't think any more about it, but it's not a quality faucet. It is defective. I sent him a picture of that. I also called them yesterday because when I went under my sink to get something out, the whole bottom of my sink was flooded. I got out the water, and just using the camera because I'm not a plumber, I could see where the faucet itself was leaking. I don't know if it's the connection. I reached out to American Home Shield, but I didn't get an answer at that time. So, I reached out to Patriot to tell them that the sink was leaking. I called them because it wasn't leaking before they got here. The rep said that she would send someone out today between 2:00 and 7:00 and I have since put a bucket and tray because the water still comes.

Within two weeks, the seals failed and the pump began leaking. Although the seals were replaced, the pump still does not operate properly. The RPMs are too low, it shuts off intermittently, and the pool is not skimming correctly. This has contributed to recurring algae, and I am paying my pool technician for additional chemicals and cleaning.

AHS has already sent contractors to inspect this problem multiple times. Instead of providing a proper permanent repair, they keep trying to send yet another company to “diagnose” an issue that has already been diagnosed. I declined the latest appointment because I see no point in repeatedly starting the process over while my pool continues to deteriorate.

I purchased a home warranty so that covered equipment would be repaired properly—not patched with an unsuitable replacement motor, followed by months of delays and repeated service calls. American Home Shield’s handling of this claim has been frustrating, costly and completely unacceptable. Based on this experience, I can no longer recommend American Home Shield to my clients or other homeowners.

Please think before using this company AHS. Lack of response and unable to convey through email. They love to stalk and never put anything in writing, slow and unresponsive. Spent 5 days waiting for a response or tech to show up, could have bought a new/used washer and installed it by now. Good luck using their app or actually talking to anyone that can help you. They hope you just pay monthly and fee, but not actually getting it resolved.

The contractors are still good and I am 90% satisfied. My most recent experience was a plumbing issue on my rental property. It turned out to be a small problem, but it’s fixed and it was good. My tenant said the repair went well and there was no problem. There are a couple of home insurance company here and there, and I would pick American Home Shield compared to other companies. American Home Shield has better service as well as better coverage.

I asked him if he knew what the issue was. He stammered a bit saying there was a buildup of carbon. There was also some mention of the horsepower. The one that we had was a three-quarter horsepower. I wanted him to go and get what he needed and if we needed to schedule, he could come back out when he's got what he need to be able to make the repair. But he said he got one on his truck that's a third of a horsepower, and that one would be covered by American Home Shield but he'd have to charge me another $250 for it. That seemed odd ‘cause if American Home Shield was covering the repair, it should be covered fully.

He made the repair as I went to get my daughter. It was five minutes away and when I came back, the garbage disposal was fully installed. The longer that I sat with this, the more it didn't sit right with me. Part of the reason why we have a three-quarter horsepower in there is because we're a family of five and we do entertaining. When we have a disposal, I don't wanna have to think whether the volume of what the garbage disposal can handle is gonna support our family of five. The second piece that pinged my radar is, from my understanding, for American Home Shield, if something needs to be replaced, it needs to be replaced. I'm not asking for an upgrade. I'm not asking to have the Cadillac of garbage disposals. But it should be at or around the value of what is in there, not a downgrade.

I made the call back to American Home Shield to be able to say we needed to revisit it. The rep I spoke with took it to Iplumb and there might have been some pushback. She came back and I reinforced again what my position was. She was empathetic and seemed to understand. She had a solution. She mobilized a call for Iplumb to be able to come back out and make the swap for a three-quarter horsepower garbage disposal. I saw an email that came along and they identified a day. It was an interval time to be able to see if that date and time would work, if we could accommodate it on our end. They're supposed to be coming back out to make the switch out, and we'll go from there.

I've been with American Home Shield going on 20 years and across multiple properties. Even the idea of replacing a garbage disposal is not the most expensive repair or replacement I've ever had with them. But it seems like it is becoming the most involved on my part of having to call back and reschedule. I've had more expensive claims with American Home Shield before and have not found them to be something that was equivocated on or where the repair was not equitable to whatever needed to be replaced.

Additionally, the organization and layout of the app is simple enough to be able to identify what system needed repair and be able to drop in the request for service. But the service fees have gone up. Almost 20 years ago, the pricing was 50, 60 bucks for a service call and it was 75 for a bit. Now, we're up to 100 bucks. I am not happy about rising prices but I recognize that the world as a whole is becoming more expensive.

So, the tech came out on a Friday earlier in the day, and he was down there looking at the water heater for a little while. When I asked when would he be able to fix it, he said he didn't think it was fixable and that he was going to put it in his report for it to be replaced. He also said that somebody would get back with me, but I never heard anything. Even American Home Shield did not call to tell me what was going on. So I looked online and their website said parts were ordered. So I thought they decided to fix it instead of replace it, which was okay with me. I also I thought they'd maybe call me on Monday and that was what I was telling my family here.

But on Sunday night, I happened to call AHS and the girl I was talking to said that they denied that claim because the unit was 30 years old. I told her that when I was looking for a home warranty, I was told that with American Home Shield it did not matter how old the appliance was and that was one reason that I chose them. She said their record also said that the tech put in there that my unit had been leaking at least 45 days. I told her that he didn't tell me that and I didn't know anything about how it was leaking. All I knew was that our hot water went out and none of us could take a shower because we didn't have hot water. The rep said she didn't know the answer to my concerns. At that time, in two days it would have been a week with no hot water. So, I had to break down and go buy a water heater the next day, then I was canceling AHS.

To this day, I haven't heard anything from either Doing All Plumbing or AHS. Nobody called or sent a message to tell me my claim was denied. I ended up calling somebody else to come out here on Monday and when he looked, he confirmed that my unit had been leaking on the inside, which I wouldn't have known. He said that there was a little bit of water on the floor where the water heater is in a closet. But I'm not going up in that older-looking closet looking at that stuff and there was no leaking on the main floor right before the closet.

Other than that, I put in a review online for AHS. I also looked up reviews and there are a lot of people unhappy with them. It's like they just take your money, but when it comes down to fixing something, they have some kind of excuse for it, which is why I was afraid to get a home warranty anyway. Maybe other warranty companies are like them as well. But the thing that really irked me was that the claim was put in on Wednesday and to this day I have not had AHS call me that it was denied. I told the one girl when I called that the lack of communication is off the chain. They just leave people hanging, thinking they're going to get something fixed or replaced. Also, when I googled up Doing All Plumbing, the reviews on them were terrible.

As far as the second refrigerator, the guy from Advanced Appliance came out, and there are two problems with it. He said he was gonna order a part, but he said somebody from Home Shield was going to get back to me, and this has been three days, and nobody's reached out to me yet. I'm still waiting for my second fridge to get fixed.

Recently, Aire Serv came out, and the repairman was good. He came in, tested the unit, and told me what was wrong. Before he left, he had somebody from American Home Shield on the phone saying I knew that it was already low in refrigerant and that they were not going to pay for it. I told them to go back and listen to the phone call that I had with the sales agent when I bought the policy but they never got back to me on that. They just followed up with texts saying the claim was denied because of a pre-existing condition that's why I canceled American Home Shield. They lied to me. They're ripoff. A legitimate company would take the time to call me and explain to me what they found in that sales call, especially after I took the time to call back to them, and they assured me they would go back, open up a ticket and look into it. If they had any fortitude, they would give me a call back. But they're not going to do it.

The second time, American Home Shield assigned somebody else, but I asked for Stockdale Service again because I thought it might be the same issue, and I was able to do that. The communication with the company was outstanding. They were timely and told me when they were coming. They were very reactive and if I had a question, they answered it right away. I've been satisfied with American Home Shield and I'd recommend them. My neighbor recommended them to me and although he switched to somebody else, they’re worth a shot. Having them provides me reassurance.

Initially, when they saw everything, they said that the spring was the issue. But then they said that it wasn't that. It was the way the garage door was set up. What got me a little confused was they said they were gonna reach out to American Home Shield then they'd let me know what they'd say. Normally, when AHS sends someone, they come, do their findings, and leave. Then AHS reaches out to me tell me what the findings were, what needs to be done and if it's covered. But these guys said that the company had said that nothing was gonna be covered so they could sell me their product. They said they could do the job and charge me $900 for everything.

I told them American Home Shield was supposed to reach out to me and tell me what could be covered, that I'd wait to hear from them, then we'd go from there. The guy seemed a little upset and left. They didn't report anything initially and three days later, I get the whole denial. The issue was with this specific person that came out to check my garage door. I've done other things with American Home Shield, and they've done great. I just got my fridge fixed. They did some plumbing fix too and I had no issues with the pros that got sent out.

I am displaced out of my house and I was promised that somebody would contact me on Monday 08/17/2026 and come out to repair my HVAC; however, I had to call and go through the automated messages to get a phone number of the service provider assigned, I called them myself, and was informed that no one had alerted them from AHS that I requested a work order. The vendor told me that they didn’t have anything available until Wednesday 08/19/2026. And also told me that the reason for the work order was because my AC was leaking, which is incorrect! My AC unit is completely down. It’s not running at all ..It’s not cooling. It’s not doing anything. I called again to be placed on hold for 50 minutes and then somebody came on the phone letting me know that they couldn’t find anybody else until the following Friday, which would be 21 August 2026.

At that Point I told him, "Why would you even bother to send somebody here on a Friday when I have already missed work. I’m displaced out of my house. I have to travel out of the country next week, and My AC unit repairs would probably be delayed over the weekend, and take place place until the following week." The agent did not offer any other options. Did not try to call another vendor this area that could come out sooner. I asked to speak with upper management and was told no one was available. No one even bothered to contact another vendor in this area after requesting it multiple times. Nobody offered even for me to be able to hire somebody on my end so I could be refunded for the repairs. There are so many vendors in this area where I live; however, they still keep going out to the Atlanta area and I don’t know what else they’re doing.

This is a lack of professionalism and consideration of the fact that it is hot in this home without AC now.

I have pets and kids in this home. We are completely displaced and nobody seems to care about contacting anybody out there or allow me to hire somebody and at least approve of their services so they can come and fix it right away. The only option that I was given was, "Will reduce your monthly due," which were raised without noticed from $58 to $78. I asked the person in the resolutions department (Benj) to possibly provide another contact for another vendor or at least make an effort to contact them and he said “oh there’s nothing I can do.” You’re going to have to wait until Wednesday or Friday.” Yes, of course that’s all they offer, because they don’t care all! All they want is your money up front for services not rendered.

I asked several times to cancel my services, because I was not going to pay for services every year where if I have some appliance breaking down, I have to wait weeks or months for repairs. The last time my appliance broke down. I had to wait months for somebody to come out and service my refrigerator. This is a ridiculous plan. They make false promises. I discourage anybody to obtain services from American Home Shield. I did not obtained services from them in a timely manner the past, and that’s very reason why I canceled. I was dumb enough to give him another opportunity and this time, because I was promised a lower monthly rate and services being improved. I’m canceling again for the last time.

I asked her to cancel my subscription with them; she said she would, but that same day I was charged another monthly fee. So they do absolutely nothing just to get a "handyman" for you, who also does not want to move the unit, but wants it moved when he gets there. Completely useless service. I don't know if it was bought, but I think this is a Chinese company acting as an American company.

In June, my air conditioning unit went out again. The thermostat on the wall was blacked out. The battery was good but I didn’t have air conditioning. So, they sent May back. They said it blew a fuse and they replaced it, turned the system back on, everything lit up, and the air conditioner came on. It ran for about 10 minutes, but it was just blowing warm air, and then it stopped running again. During the troubleshooting, they found that the reversing valve solenoid on the outside condenser unit had gone bad and was causing the fuse to blow. They’ve ordered the part to replace it. But I have not had air conditioning since June 28th. There is zero satisfaction in that. People considering American Home Shield should find something else.

I had American Home Shield in my old house when I lived in Maryland before I moved here 20 years ago, and I picked them up when I got down here and bought this house. Over the last several years, their customer service has gone to an offshore service and the ability of the people to speak and understand English is horrible. They don't have real conversations with you. All they do is read from a script, and it’s very poorly. They're courteous and have all the right things to say, pleasantry-wise but they don’t solve any problems. And at the end of the call, you have to rate the customer service person and not the service or the repair. So, it's very misleading.

When you go to their website, they have a chatbot, and it's almost impossible to get a real person. If your problem isn't one of the multiple-choice answers, it cuts you off. If you call customer service, there's always at least a 40-minute to an hour-and-a-half wait. They tell you to hit 1 for a callback, but for me, only one out of four times have I actually gotten a callback. The customer service representatives are very difficult to communicate with and read off a script.

My air conditioning is still broken down today. I spoke to American Home Shield yesterday, and they're supposed to get back to me today, but I haven't heard anything. DM was the last contractor that they sent here, and they were sent to provide a second opinion for the contractor that was here prior to them, called Fix It. May HVAC had already identified the problem as a bad low-voltage wire from the thermostat to the control on the condenser unit outside. They told American Home Shield that a different contractor was needed to replace the wire because of the structure of the house and the existing plumbing and electrical.

American Home Shield sent the wrong contractor. They picked Fix It, who only does exterior high-voltage wiring, not the interior low-voltage wiring that needed to be replaced. Fix It looked at something totally unrelated and told me I needed $1,100 worth of repair work that American Home Shield wouldn't cover. He said it involved replacing two breakers and rewiring.

I questioned him because all the wires were already there and, based on my experience with low-voltage systems and as a former MACS-certified air conditioning technician, I knew that what he was describing did not involve rewiring. After I questioned how he could justify $1,100 for the work, he lowered the price to $675 and said he would tell AHS it was $1,100, which they wouldn't pay, but he would do it for me for $675. I asked him to provide a written estimate and scope of work before I would agree to anything. He said he would email it to me, but about 10 minutes after he left, I received an email from American Home Shield saying that Fix It had analyzed the issue, that it wasn't covered under my home warranty, and that it would cost $675 to fix.

I contacted American Home Shield and explained that they had sent the wrong contractor. May HVAC had specifically said I needed a low-voltage wire replaced, while Fix It only did exterior high-voltage wiring. Fix It tried to rip me off, lied to me about what I needed and what he was going to do, gave me a bogus price, and then fled the scene.

Recently, I had a water line issue. I contacted American Home Shield, explained what the issue was and they connected me with MJ HVAC. They reached out to arrange a time to come out to hear what the issue was. When they arrived, my partner showed them exactly what the issue was. Initially, we had a little issue because they weren't able to "shut off the water." We went back and forth because they were saying the city should be able to shut off the water in order for them to do the work real quick. I got a little bit of the runaround to contact the city for them to tell me they don't do it. But eventually, the issue was fixed. It was a little messy, but it was what was needed to be done. The task was completed, so I'm happy with that. This is my third claim and the previous instances have been positive.

Recently, they sent out an electrician from Jagger Electric and he said the unit needed a new breaker switch. So he came out, didn't do a thing, said how much it would cost to fix it, and left. But then he said he didn't know how to find the replacement circuit breaker, that they weren't electricians, so they had to notify another electrical company. I called American Home Shield and got nothing out of them. I have screwed with all of them for about nine days for appointments and one thing or another. I ended up calling Comfort Air, I got them that same day I called, and had them fix it. The price that Jagger Electric told me they were going to charge to put in the new breaker was the same price that Comfort Air charged. I was completely pissed over the whole deal and I'm going to cancel American Home Shield.

The other one that he told me about, that I didn't know about, was about the same spot over in the kitchen. I told him, “Go ahead. Let's do those. The second one that I called AHS about, the one over in my room, I'll do next year.” ‘Cause it wasn't that bad. But I was gonna get both of them done at once. But I didn't know about the third one. So, they went ahead and did the two worst ones.

I live in Houston. So, we had no rain in over three weeks since I had it done. Then we had a rainstorm this morning. And one of the leaks fixed- I even have a leak that wasn't leaking in the house that started leaking in my kitchen. I had to call AHS this morning. And they're sending them back out Monday to fix it, ‘cause I paid them to fix it and they didn't fix it.

But on AHS’ side, they're good. We're just having trouble with this company. I'm new to AHS. Only been with them a little over 30 days. And this was my first claim with them. AHS told me if I ever had to get somebody back out here to re-fix any problem that I made a claim on, it has to be the same company first. But if the same company refused to fix the problem that they got paid to fix, then AHS told me to call them back and ask to speak to a supervisor.

But I just got contacted by the company about an hour ago. And they scheduled a reappointment to come out Monday and take care of it. At first, the company acted like they didn't want to, but I was like, “But AHS paid y’all to fix it, and it hasn’t been fixed.” I said, “I need to call AHS and tell them you refused to fix the work that never got fixed in the first place?” And that was when they said, “No. We're gonna send out our manager on Monday between 10:00 and 12:00.” I said, “’Cause the problem that I'm having, I didn't even call y'all about. Y'all caused it.” Customer service-wise, AHS has been totally professional. They helped me every way. And they told me it would be under warranty. Anything that I had under my plan is under warranty after the work for 30 days.

The second company came out and it was a different experience. Great customer service. Great communication. Found the leak. He was only supposed to come out and diagnose. He found exactly what the problem was immediately. Didn't try to pressure us for extra services. They will come out tomorrow to finish it. There was a backorder on parts.

I ended up having to call someone else and have them come and fix it because we couldn't go that long. And that company came out. When I called, they came and they repaired everything. AHS gave me a bunch of back and forth, this resistance, and other options because I asked, "Are there any options for reimbursement?" I asked that before I booked the individuals because I was like, “Can you send somebody else if that company can't do it? I know they have various vendors. So could you get a different vendor to come out so they can fix it immediately?" They said, “You have to pay another fee if we get another vendor to come out." That was when I asked, “Can I just get someone else to do it and then you reimburse?" The rep acted like that wasn't an option. I was like, "You sure? I just can't see how you can't get it done, but I can get it done and you can't."

I was like, "I'll have to get someone else to answer..." She told me no. Then, I said, “Is there anyone else I can talk to?" And that was when they got me another supervisor or manager, someone to share with me about that being an option. The company gave me one quote of how much it would be if it was fixed. I was like, "Okay. If they're going to settle at 2,500, then why are you going to give me much less than that? Why couldn't it be equivalent?"

But I didn't want to continue to go back and forth with them. I called somebody else, got it done, and just did that little process. After that, we called them out to fix what we’re experiencing with the refrigerator. Our refrigerator was producing ice. The ice bin is always full. But when you select between crushed and cube, it always crushes the ice. So it takes some time for it to come out because it's grinding the ice to make it crushed.

We called them out to see if they could see what the issue was with the ice maker. The tech came out the next day or two, and they supposedly fixed it. But the ice maker isn't even making ice at all. We called, so they were coming today. They came today, and they said that it was supposed to be fixed. My husband was here this morning. At 9:00 this morning, they came and fixed it. They said the ice maker wasn't on.

I guess it's a digital thing. You have to go in and select the ice maker to be turned on. Evidently, that had been reset and wasn't turned on, is what the individual said today. My husband left, and we both came back around the same time. I said, “Make me something to drink," because it was hot outside and there's no ice. And the ice maker is saying ice maker on in the system and the settings, but there’s no ice.

I don't use AHS as often as I may should, but I pay every month. I just think when I pay for a service and when they come out, I should at least be able to get immediate service or have something explained, especially something like air conditioning or hot water heater or anything with necessities for life. But for them to have no consideration or no sympathy or empathy for my situation, and as I had guests here from out of town, it was so humiliating. But we got through it. But it was just embarrassing that I have a service, I'm calling them, and I can't even get it done with the service that I pay for.

They're also constantly sending things. But if I'm already a member, I don't know why I continue to get emails to sign up. It seemed like I could opt out of that, but I was too scared to opt out because I didn't want to miss any updates or any information that I may have needed to get. I didn't know how it all works and synced together. So I just delete them when I get them. If there's a way they can separate non-customer advertising, updates or specials or reminders or correspondences, just follow-ups or something like that, that would be good.

If I can go back, I would have kept the savings account in 'cause it's like I'm paying AHS each month, and the technician is on the same page with me. It's an older unit. It needs to be replaced. But American Home Shield just keeps pushing back. And I've had issues with the same unit for years. I'm paying $100 each time for somebody to come out, and then I may have to pay for Freon to put in. They should just replace the unit at this point. But they keep fighting. They just want to keep putting band-aids on it.

Then when he came out, he took another couple weeks after the service was approved to get fixed, and he never came. And then two months went by, and he still never came to fix the stuff. And they refused to switch providers when I was complaining about how he didn't call or how he did not show. He's ordered parts and has no plans on bringing them. He got upset because I wasn't getting all the services that were out-of-pocket to me to be fixed.

So, he just took his time to never accommodate my schedule. He would always say stuff like, "I'm not gonna be in the Dayton area. I don't know when I'm gonna be in the Dayton area.” He plans according to where he wants to go instead of attending to appointments that are scheduled. He doesn't call clients back. He never answered American Home Shield calls. So, to this day, I'm out of $100, and it's not right. American Home Shield has a hard time getting management on the phone. You get management on the phone, and they don't do anything about something. They also don't cover a whole lot of stuff.

I'm dealing with a home inspection service call for a refrigerator, where they sent out a technician, and the technician reported that the fridge had a pre-existing condition. I disputed that since I had a home inspection done prior to purchasing the home, and the evaluated the refrigerator was in good working order. I submitted that to AHS. They turned around and said, "We can't override the technician's report, so we have to send a second company out." I'm going on two weeks without a working refrigerator because of AHS' vague policies. They should honor the policies and not have vague and obscure practices about what's covered and not.

American Home Shield has some obscure policies saying that you must perform a home inspection 90 days prior to purchasing a home warranty, which no one in the real estate or commercial marketplace does. Nobody does a home inspection three months prior to them closing on a house. You do that within the first month, or at least, less than a month before you close. So, to ask customers to have a home inspection 90 days prior to purchasing a home is like an impossibility to perform. The customers don't know that, and they're at the mercy of the contractors and the report that they submit to the home warranty company.

Most of the time, the contractors will say that there's a pre-existing condition which invalidates the claim, meaning the home warranty company won't repair it. The customers are left with no alternatives. They can ask for second opinions, which will cost them additional service fees, and even then, the second opinion may not warrant a different outcome. Therefore, the home warranty company doesn't have to fix anything. That's the biggest problem. And the customer service process is horrible. There's never a manager available. There's always some obscure escalation that doesn't result into anything, and claims go denied frivolously.

They tried to nickel and dime everything they can and they never wanna change anything that’s broken and they prefer to send a technician to consider work on the same piece of equipment multiple times you would think they’d be smart because it’s costing them more to send a tech. You would think they would try to work something out with me since I’ve been with him for 10 years and have even recommended two people and they have signed up but instead they said they will not be covering anything but still try to convince me to keep them so they can fix what nothing.

Being a consumer that works a full-time job outside of my home, I don't really know home repair things. Being able to call AHS and at least figure out the problem or even if they cover a big expense is very helpful instead of me having to shop around and find a person. As far as the contractors, I've had good ones, but I have had enough bad ones. One-third of the time, I get a really great one. One-third of the time, I get ones that are okay. They get the job done. Then one-third of the time, I get horrible ones. One time, my heat went out in the winter, and I called. So, that's another thing that sucks. Sometimes the contractors can't get out for days. I just called them. They just came to my house last Monday, but I had put in a service request the previous Monday.

In the midst of me trying to get the HVAC people out in the winter with my baby in the house, my aunt was telling me a HVAC guy could come over while I was waiting for the scheduled appointment. He wanted to charge me like 175 just to diagnose. I was like, "That's not gonna work, baby. Thanks.” So, I put up these space heaters.

I just had a leak in my house, and I put in a service request on May 19th. Nobody came out. The contractor lied and said he put it in their system that he had scheduled an appointment, been to my house, which he hadn't. Then when I contacted him, he said he tried to call me and I didn't answer, which is not true either. Anyway, he came out the next day. After maybe 15 days, he still hadn't put in a diagnostic. So, I kept calling them, and they said they were waiting for the diagnostic. I asked how long is that supposed to take or how long do they let them just sit on that. They said something about only the authorization team would know. When I run into issues like that, it really runs my gears. They just keep repeating the same thing, which isn't helpful.

The second technician was nice and said the same thing. He explained that it was an older machine, the compressor was failing, and it wasn't working correctly because of its age. American Home Shield called me back again, talking about mechanical errors and using wording that seemed like they were trying anything not to cover the HVAC unit.

I will never invest in a home warranty company again after dealing with American Home Shield. It's terrible. I can't ever get anyone who speaks English when I call. I can't ever communicate clearly, and I never know what's going on. The whole experience over the last 11 years has been more work than anything else. Foxcroft was decent, but both technicians said the unit needed to be replaced, and American Home Shield just kept saying they couldn't cover it because there was no mechanical error. I would give them 0 stars, but since I don't have that option, I would give them 1 star. They're just collecting money and not covering anything.

Now, my fridge is working, cooling perfectly well. I really appreciate it. I didn't have to call and remind, “It's taking forever. When are you showing up?" And each time they had an order, they sent emails, "This is the status. We are ordering. You're getting it in how many days." Before I knew it, they were calling to schedule an appointment. I referred my brother to AHS, and he signed up with American Home Shield as well.

I called on the 24th and told them the tech hasn’t fixed my garage door. I cannot use it because the technician said that it's not safe for me to use it because the cable needs to be replaced. I just wanted to make sure that American Home Shield was going to cover it or, if not, they could give me an answer. The rep said the company hadn’t sent a report and would call Ace Garage Door to see what was going on. I was told the company was going to fax the report that day so American Home Shield could make a decision. I was told to call back on the 26th, but I waited a couple more days and called on the 28th. I got the same answer that they still hadn't received the report. They put me on hold, called Ace Garage Door, and told me the report would be sent that day. According to the rep, American Home Shield would make a decision by the following week.

If I called back next week and got the same answer, it would already be more than 10 days without a resolution. If they don't approve the repairs, I'll have to look for another option because the garage door has to be fixed regardless. They're giving me hope that American Home Shield will pay for the repairs, but it's already been more than 10 days. I just want them to give me an answer. I’ve been with American Home Shield for 12 years and this is the first time that I have encountered this issue. I was happy with that technician. He was very nice and helpful. But American Home Shield has wasted my time going back and forth. It’s a nightmare because I need to use my garage door. So, for this situation, I will rate it a 1. But overall, over the past years, it's been a great experience and I will recommend them.

My unit is a 2012 model. I live in a condo and the unit needs to be replaced. But instead of replacing the unit, they were saying I could just get freon which would cost thousands of dollars for a temporary fix. They gave me a quote for two other units. When I researched the quotes, they were for outside units. The vendor did not give me anything that was comparable so overall, it was a very negative experience. I pay American Home Shield monthly but it wasn't worth it. I would've been better off saving that money for an $8,000 unit.

The gentleman was so professional. They gave me a call 30 minutes before they got here. I love this new tracking thing where you can track your person and see how close they are. He was two minutes early, which was fine. He came right on in and within less than 30 minutes, I had air. He told me it was the compressor and that he also checked my freon and made sure everything else was good while he was in there. I was waiting and thinking it's gonna be out again 'cause that was too good to be true, but it's still going. Everything is perfect.

I switched over from having 2-10 after about 20 years. When you have a relationship with someone or something that long, it can be a little difficult and a little scary. But it was the best switch that I've ever made. The cost with American Home Shield is less than 2-10, and they provide more than 2-10. I've been with American Home Shield for about five years now, and I've used them for the microware and the dishwasher. So far, I've been completely satisfied. If you don't have American Home Shield, you need to get them and protect your home and appliances.

American Home Shield in general has been great for us over the years because we've been with them so long. We have them on all of our properties. The process of getting a scheduled appointment is relatively easy because you can do it online. As before, you used to be waiting on hold, and you could be 45 minutes to an hour waiting on hold. So, the process is much nicer now. The thing that I did like was that at one point in time, they had landlord package type scenarios for people that had multiple properties like ourselves, and then that went away, which was an unfortunate thing. As an owner of multiple properties, there's a great benefit to being able to have a department that handles that.

We had a contractor that has claimed that they've corrected something to American Home Shield, stating that they replaced that hot water heater, but they did not. They went back to the house multiple times and told the tenant they were going to be going back. We have had more than one contractor, which we had specifically said, "We do not want them to service any of our properties." I can't believe that those companies had still been held with American Home Shield as contractors. So, I have to monitor when we do put in requests for some of the properties that I have to bypass. If I can't do it online, I have to call in and say, "I'm not utilizing this company. I need another company assigned." So, that's a frustration point for me. This is one of the things that American Home Shield should really listen to the clients when there is an issue, and they're having a particular contractor that is clearly doing a bad or an unethical job.

I asked AHS to review the $1,250 of charges as fully reasonable last Tuesday. I heard nothing...I am on a chat with AHS for an update on 8/12 for 35 minutes now (4:40pm)....The vendor sent me a list of charges that totaled ~$350 as best I could tell as the list has no '$' to denote a charge. Several checks confirm that the cost of the replacement for an under warranty system is about $1,200 to $1500. AHS is trying to approve a $200 charge for $16 screw on Locking Caps. Same tech that originally said no leak now says there is one, but did not do a leak check and wouldn't tell me the approx freon level now....

She also told me that if I had called earlier in the day, they might have been able to help me. I actually called around 3:00 (because the service representative told me the day before she would call me) but there was a one hour wait time and I opted to have them return my call. I was very frustrated with being blamed for not calling earlier and for AHS trying to make this MY mistake. This is an AHS PROBLEM. I pay them monthly, on time, and have for over eight years. I have never said, "I couldn't get the fee to you, sorry. Maybe tomorrow, maybe not. I don't really know when..." My job is to pay the fee. Their job is to provide the service. It's pretty simple. I'm sorry their contractor is not doing his job, but I pay them so I don't have this problem. At this point,with countless phone calls, they have said they have to wait until he contacts them to see what's going on. There is no date to try another option.

Two people in this home are over the age of 70 and one is diabetic and needs to keep medication refrigerated. We have no refrigeration, no food, no ice during August, and they are ignoring my repeated requests to resolve this. An ice chest is not sufficient to keep medication refrigerated. I need a refrigerator. My diabetic sister is having back surgery in two days and will be needing ice and food in the house. I'll be purchasing a new refrigerator, in spite of having a top tier plan with AHS, because AHS has not been able to resolve their problem and is making me deal with the consequences.

Moved in at the beginning of the year. No HVAC issues the ENTIRE time I was here with two elderly parents with dementia. It was actually freezing in here or just hot half the time because they their bodies didn't regulate their temps so it was always on automatic. Do not waste your time or money dealing with these crooks! I'm on the phone holding now to cancel this crap!