American Home Shield Reviews

Original Review: May 19, 2026

Please do not waste your money! AHS used to be amazing but they are absolutely horrible now. They will find a way to weasel out of expensive repairs. Their customer service is horrible!

The second contractor decided that they were so smart that they didn't have to come and look at the washing machine. They said they just knew what they'd be doing after our video call. I like the fact that I could do the video thing for free with a tech to show him what's going on, instead of paying somebody to come out and look at my appliance. But for this claim, when the second opinion techs came, the problem turned out to be different from what they thought it was. So, I had to wait yet another two weeks for the part to come in, and another week for them to come and put it in. That whole process was a nightmare and it's still only half fixed. But things are working out. At least the water from the washing machine is not pouring into the floor anymore, but it's still not rinsing all the clothes out the right way.

I also had a guy come out for the AC and after he looked at it, he said that it was gone and that I'd have to buy a new one. But at that time, I hadn't had American Home Shield for 30 days, so they told me I had to pay for it. It was going to be 12,000 after fees because they wouldn't waive any of the fees. I couldn't afford that because I just bought my house, and I was going out for surgery. Then I finally talked them into letting somebody else come out and look at it for a second opinion, which took three months. When the tech came out, he looked at it and he was there for 20 minutes. The problem turned out to be just a loose wire. So, he fixed the loose wire and was done. It's been working just fine until recently. It needed Freon and it was on backorder because of the Freon.

But what I don't understand is American Home Shield said that if I had to have the AC replaced, I would only pay 3,000 out of pocket for an upgraded and new AC unit. But wen I asked them again how much that would cost me, they're now telling me it would be almost 7,000. And they won't give me any kind of paperwork showing me what they would pay versus what I have to pay. That's the reason why I have the top-of-the-line service that I'm paying the 125, so I don't have to pay that much. And from what I was told by the supervisor, I was supposed to pay only 20% of the bill.

But I now I am told by their rep that it doesn't really matter what plan I have because I'm still paying the same amount. When I disagreed, she said that her colleagues make her job so hard because what they tell the customers on the phone and what's actually real are two different things. But I don't think so because I spent an hour and a half on the phone with somebody, and we went over in detail of what was covered in each plan. I also knew it wouldn't be long before the AC went out because it was a really old when I bought the house, and that was the reason why I chose the plan that I got so it wouldn't cost so much to either fix it or get another one. And now, they're telling me that it's going to be almost 7,000.

Aside from that, every time I called American Home Shield, I couldn't get a supervisor to ask some questions. Then four days later when the supervisor finally called me back and I couldn't answer the phone right away, I had to call, go through another spiel of an hour with their reps on the phone, then try and get another supervisor to call me back. It'd also be another four days later before I get a call back.

The second time, Conrad, who's a different guy, came out and he was unbelievably great and very friendly. I took a picture and showed him what was happening. He changed the icemaker, and for three days it started making ice again, but the ice coming out of the chute was attached together instead of separate ones. Then, a couple of days later, we started seeing on the door the same thing, which is frozen ice on the bags. So, something was wrong. But Conrad did a beautiful job and he fixed the icemaker.

The people are great. They come in and do what they have to do, especially since I don’t understand much about refrigerators. They diagnosed the issue and said they would send an icemaker, and I agreed. The only concern I raised with American Home Shield was about the service call charge. I told them I should not be paying again for the service call because it is related to the refrigerator and they should fix what they are supposed to fix. Coverage-wise, they’ve been taking care of my refrigerator. But after the first issue, they should have automatically decided not to keep trying to fix the same problem and instead looked at what else could be done.

Victoria **, Oregon

Calls get bounced around endlessly. No one takes ownership. The contractors they send are often unable to complete the job, and following up with AHS customer service means starting the entire frustrating loop from scratch. What's most insulting is that despite having two plans, I still get no meaningful help when something breaks. The coverage sounds great on paper, but in practice, there's always an excuse for why the repair isn't fully covered or can't be completed quickly. If you're considering AHS, save your money. After 6 loyal years, I'm finally walking away — and I wish I had done it much sooner.

On Monday morning, I called because I wanted my garage door fixed, so I could get my car out. The lady said she was going through the schedule right then and they were busy that week but she was gonna try to slip me in that afternoon. She told me to call her back around 2 o'clock. I called at 2:15. She didn't answer. I called at 4 o'clock. She didn't answer. I called the next day, Tuesday, twice. She didn't answer. I called Wednesday twice. She didn't answer. I called Thursday twice. She didn't answer. I called Friday morning. She didn't answer.

I called American Home Shield back and told them I had been trying to get ahold of this company all week, but they were not returning my calls. I told them I needed somebody else assigned to me ‘cause I needed to get my car out of the garage. I have a child with a disability who needed to be in this car to his therapies. American Home Shield assigned me to this other company. The other company was based out of Florida and the guy lives in Searcy. He came here and told me his whole life story about how his car broke down and that he was borrowing his mom's car. He looked at the spring, did his 30-point check and said he needed to replace the spring.

He called in the ticket, came back and said, "Here's the fine print. They'll cover your spring, but they're not gonna cover me taking off the cables and putting the cables back on. That's gonna be $200.” I said, “I paid my $108 deductible for you to come out here. Plus, I'm paying $150 a month to have this warranty. Now, you want another $200 to detach and reattach the cables. I'm not gonna pay you $200 to detach and reattach the cables when that's part of the service of putting on the spring. Just leave me the spring if that's all they're gonna cover.” He said he could not do that.

I called American Home Shield and the rep said that the way that he sent the report in was he had to change the spring then he wrote up separately about the cables on the side. I asked lady, "Is there anybody else I can speak to? The only way to replace the spring is by doing the cables.” She said no. After me going on and on for 10 minutes, she finally said they could offer me a payout. I got an email that said they were willing to pay out $90. I called up and asked how they came up with that amount. She said even though I didn't get the service with that company they sent out, they had to pay them a service fee just for coming to my house. They took the amount that they would have paid for the job which was $185 minus whatever they paid the company for coming out to inspect my garage.

American Home Shield sent an electronic thing for the $90 they put into my account. I called the local garage door repair company and they came out and said it was $145 for the spring then $50 for the service fee to come out. I wound up paying $195 for them to do it. I explained to the tech what the other company had said. He said those places are a rip-off.

Up until recently, American Home Shield has been a great company to have. I've defended them when people have talked smack about them. But it seems like they're getting companies that are trying to make extra money or they're not returning calls or they're doing shoddy work. I don't use American Home Shield a lot but when I have used them in the past, they've been pretty good. When my dishwasher went out, they sent me the money as they couldn't repair it. I didn't wanna pick what they gave me, so I paid the difference. I still got a new dishwasher.

After the garage door, my heating element went out in my oven, and same thing happened. The company never came out. American Home Shield wound up assigning it to a different company. The guy came out and fixed it right away. It was perfect. When I talked to him on the phone, he asked for the model number and I sent him a picture of it. I showed him what was wrong with it. He was at the parts store, picked up the part, and came out. Within five minutes, he had it fixed, and he was gone. That was a good experience. But the garage door claim was a freaking nightmare. My car was stuck in my garage for almost two weeks because of them.

The last ticket I opened has been open for over two months and it’s still not closed or resolved. I opened the ticket, paid the deductible upfront and the service provider picked it up immediately. They scheduled an appointment, and they came and checked it out. Then, they diagnosed it as a bad pump for the washer. They talked to my tenant and said they would reach out within a week, once the part comes in.

A week goes by and no one reaches out, not the service provider or American Home Shield. So we called and found out the ticket is closed. I asked why, and the rep from American Home Shield said the service provider they sent out was not qualified to work on that washer, which does not make any sense. They probably did not agree on a price, which is understandable. But still, they should have reached out immediately, and then sent someone else and not waited for the customer to reach out and figure out what's going on, which shows very poor customer service. If we didn't call, we still wouldn't have heard anything, and they would have kept the deductible, and we're just sitting around waiting. If I continue with it, it's going to take another month to close it, and that's a quarter of a year with my appliance not working. I’m not happy and it’s disappointing.

I have two accounts, and I pay. I have one account for two units and I have other units. I just recently purchased a multi-family unit and AHS would be a good option for me to have. But now, I’m reconsidering even the ones I have. So, I’m looking at other options. From what I’ve experienced, I do not recommend AHS unless they fix it. They have to do something about it. I’ve paid on time, every time. It’s on autopay. I don’t even look at it. I’ve lived up to my end of the contract, but they can’t live up to theirs.

I also had one experience where I didn't like the plumbing people that American Home Shield sent. But other than that, they do pretty good. I like the fact that they have good appliance service that's why I stuck with them for so long. For the electrical part, it's my second time dealing with them. The first time, a company came out but they didn't really do anything. They were saying they couldn't do what I wanted, which was for them to install a higher grade type plug. I don't know if American Home Shield is trying to budget the contractor that they use, or maybe they're not paying the contractors enough that's why some of the contractors look like they fall short.

When it comes to trying to contact the customer service, you almost have to get outside the app to find them. It also doesn't have my old plan and history. It looks like they took all the history when they redid my plan. When I called the customer service line, the representative said it looks like they renewed my contract. American Home Shield can also do better on the app. You can't find some things and it seems you can’t get the website’s “Contact us” till you go all the way through.

I also don't like the fact that I'm paying $125 every time I'm trying to get their contractor to inspect an issue 'cause I'm already paying almost $70 a month to have the plan. If I’m paying $60 a month, that’s almost $700 a year on something I might or might not use. It also looks like the coverage is limited. But American Home Shield has good air conditioning service, Texas Heat & Air, that they hooked me up with. I was satisfied. Also, the customer service reps are pretty nice as far as helping you. One time, they gave me a discount for one month when I wasn't satisfied with them. I didn’t have to pay.

About two months later, the tenant called me, said he didn't fix it. We asked why. He said he didn't have the part. So, then I called again. I got charged another 100 bucks for a guy to go out there and service the dishwasher. I'm into this for 200 bucks already. Another $100, I could have bought a brand new one. But I’m over $200. Then the technician said, “No.” He said, “There are rats bitten off this cord.” It was some sort of line that goes to the garbage disposal. But then he didn't send me any pictures. He said, “No. There are rats.” I said, “There are no rats.” Then he closed the claim.

I called AHS back, and said, “This guy didn't give me anything and he didn't ask what was working, if it was working, what wasn't working, what can be done to fix it. Nothing.” I said, “Can we get another guy out there?” So, they sent out another guy out there. This guy said the same thing, “There are rats.” I said, “Really? What is it?” “It’s a line that goes from this to this.” I said, “Well, what have we done to fix it?” They said, “We've got to see if we have the part.” I asked, “Is that it? Is that where it ends?” The tech said, “We'll talk to AHS about it.” But I didn't hear back. He closed the claim. But what he did, though, was send me pictures.

I took it to my own handyman that I have, and I said, “Can you fix this? Here's what's happening.” He went over there. He said, “These aren't rats. This line has to do with the dishwasher, which was on top of this line, where it cut up the line. And now that's where the cuts are coming from, ‘cause it looked like it was pressing against this line and with the water. With it being aged, it cracked.”

I said, “Okay. Can you fix it?” He said, “Yeah.” He went to Home Depot. He bought the line at Home Depot. When he fixed it, he charged me 150 bucks to get it done. But he paid for the parts. He paid for everything. Now, the dishwasher works. Why couldn't they do that in the beginning? Why couldn't they fix it and say, “Look, this is what it's gonna be. Are you okay if I fix it?” Why does my tenant have to wait from December until May or April for this to get done? The guy got it done in less than an hour.

Now, that's the frustration I have with American Home Shield. They just go. If they can't do it, they don't see that they can do it. 9 out of 10 times, it's never warranted. I'm done. I don't wanna do anything. I had four policies with AHS. One just ran out of time. I’m gonna leave it alone ‘cause I'm not gonna redo the policy, ‘cause it never works for my benefit. I pay about a $700 policy per house, and I get nothing out of it. I’m paying 100 bucks to someone who goes out there and says, “Oh, can't work on it. Sorry.” And that's it. There's no solution at all. There's nothing that fixes it.

Why am I paying this premium at AHS that I've had for years, I hardly ever use? And when I do use it, I come in with these types of issues and problems. It's not worth it. The amount of stuff that they say they cover doesn't cover for whatsoever. It pisses me off. They are also tough to talk to in the beginning. They sound like they care. But after I have to verify myself 14 million times to them before they can know that I have a policy with them, it just sucks. I just get tired, just trying to put a work order through, knowing that the first thing they wanna do is charge my credit card and then talk to me. It's a damn bad experience all the way around. I've only had one good experience, where the rep helped me renew the policies again, which was my AC. The guy found that it was old and didn't work. They replaced it. But ever since then, which was about two years ago, nothing's worked for me.

So, I called, and I told Home Shield what they did, and they said, "Okay." They were going to call Doing All Plumbing and see what all happened there. The lady was supposed to call me back, but she never called me back from American Home Shield, so we ended up paying for the aerator. The guy is still working with the septic tank. It's the control panel on the wall that controls all of that, so the guy is coming back out and we've been paying out of pocket. We did 700 so far extra. We did 450 for the sump pump. They pumped that out. So, nothing's going to work until we get the control panel. That was the issue. The guy said that American Home Shield could still reach out, and he'll let them know what's going on.

I don't even know who to talk to, because a lot of foreigners don't understand what I'm saying. They just keep saying, "Oh, I see." I'm not getting a resolution. We have home warranty and still got to come out of pocket. I've asked for a supervisor to the point where I've hung up on the phone, because they did not understand the situation. The guy from Doing All Plumbing stayed and talked for an hour on how he doesn't get anything from home warranty companies. He gets business through word of mouth, and he does right by all his customers. He even showed me what they service, the smallest thing that they service, and he told us, "Y'all need big equipment." He came in a small truck and he was just talking. I thought, "Okay. Well, if he can't do anything, it's not his fault that they sent him out," but he's scamming people. He's telling American Home Shield that he's doing work, and that he has estimates, and he ain't looked at nothing.

I called American Home Shield three times and talked to three supervisors. The last one gave me the $100 back, but the issue that I put the ticket in is still ongoing. It's been going on for a minute. We decided to take it out of their hands because we got septic running over in our yard, but at this point, I asked, "What can we do?" They said, "All we can do is provide the service fee," but then they keep sending me the email that it's been resolved. I'm looking into another home warranty company even though the price and the website are good.

In the end, AHS gave me a gift card to replace the unit because it wasn't worth putting any more money into. I got a gift certificate from Lowe's to replace the refrigerator, and I did. There was one little ding in it. No big deal. It's barely visible. I wouldn't gonna go down that whole process. But they delivered it, installed it, and everything was fine. I understand it takes a day to two days to get the people out there, then to get them back, and order parts. In the real world, we want it fixed today or tomorrow. It took me three weeks. But I have a new refrigerator that works great, and I'm a happy customer.

Recently, something exploded in my toilet and the other toilet needed the wax rings. I did the claim online and my experience was good. It's the same company that's always been there. They've changed their name, but it's same people. The plumber had to come back but he was great. He seemed to care. He said he hadn't been there that long, but I could tell he knew what he was doing. However, I haven't talked to anybody since the last person. I didn't want to talk to her. They had a thing that I did not understand. They said, "If you're calling back for the item, you either talk to a manager or you accept something else." I accepted the wrong thing and had no leeway.

I do my claims to AHS online. Then within 30 minutes, I'll get an automated message via text and email saying that this particular contractor is going to be helping me out, and they'll be calling me the next business day. I've never had a problem with AHS. They've always taken care of me. I know there was one point where my washer and dryer had messed up, and they bought me a new washer and dryer. I've been with them over 15 years, and every couple of years, the premium goes up. I ain't happy about the premium going up, but other than that, I had no problem with the service or customer service. I would recommend them.

We’ve been paying American Home Shield for a long time. I'm a real estate agent and I've always had really good luck with American Home Shield. Plus, I bought a house back in 2012 and we used American Home Shield there. To me, they give good service. They're usually pretty quick to come to my home and get the problem fixed.

I really like the process of AHS. I absolutely will be extending the warranty for the next year. I like the way it works. I like the way that there were no denials, no business such as, "Oh, we're not processing this. It doesn't cover. It doesn't do this. We don't do that." They are very supportive. They confirm what they cover. They said, "It absolutely will be covered." It's a relief to have AHS.

The problem is now I'm wanting to negotiate what I've paid and change my warranty, and AHS is not willing to work with me. I bought every single appliance in my home, right down to the potties and the faucets, washer, dryer, refrigerator, stove and a hood, and dishwasher. So, I don't need warranty. When I had left, I put the warranty on it because the old stuff was here when I got back. None of the old stuff worked, so I bought new stuff. So, I have full manufacturer’s warranty on all of those things. I told them I'd like to renegotiate. I don't need as much warranty as I bought. They're telling me I have to wait until December to do it, and I'm not happy.

I asked the guy if he could help me push the garage door back down, but he said he wasn’t going to do it and that he would need to have other people come out to help. He told me it would cost $150 just to push it back down. The whole time, he just took a couple of pictures. He submitted the information and left. The garage door was still bent and left open, and there was no help offered at all.

My neighbor heard everything the man was saying outside the garage door, and he was nice enough to come over. He said he was gonna pull the lever and ease the garage door back down. When the lever was pulled, the garage door went right back down. It was that easy and the tech would not help me do that. If he were a professional, the only thing he had to do was pull the emergency line in the garage. That dude took two pictures and got paid for nothing. I can understand that the tech gets a fee for coming out. But getting paid 100 or more dollars was wrong because he didn't even touch anything. It was a terrible experience. I've been with American Home Shield since 2007, when I had my house. They send people out. But some of them are not professional. They get paid just to come out.

I called Fix It to find out why they would make one statement and then change back. That was not fair. All these years, I've paid my bills, and I don't get the service that I deserve. I can understand if they wanted to do an upgrade. If I wanted to upgrade, I would have to pay more. But they didn't wanna replace what I have covered, and that's the ceiling fan. I only have two in here. So, he makes one statement while I'm right there and then when I walk out of the room, American Home Shield told him something. I was not gonna stress over this. There was too much going on. So how can a technician speak to a rep at your place, and then the rep changes and tells him what to say? Once he says it, that's on a recorded line. I'm not stupid. It was very disrespectful.

When I called back, they were gonna connect me to the tech. But I said, “Why are you on the phone? I didn't call you. I called them because you know they changed that conversation to have you say that. I know how the game is played.” They're not giving me the answer that I want. American Home Shield told me that they would have somebody else, but I have to pay the fee. Why should I have to pay a fee a second time? That's $200. I can go buy a fan for $200. I'm very unhappy.

So they start off well, then the pricing goes up, and you have to tell them that that's not what you agreed to. You have to go back in and renegotiate for your original amount or something similar, then they'd go back and forth, which is not the coolest position to be in. I'm a contract negotiator, so I will negotiate. But people shouldn't have to.

I have had AHS for 18 of the last 20 years and never had a problem. I have had a 2nd request denied and have talked to a “escalation specialist” and a “supervisor” and neither understood the problem as to what I was talking about. They both just gave me robotic answers. Bearings are a very common problem with washing machines and are covered under my contract. The “supervisor” mentioned he was the last person I could talk to at the company. I’m retired and have nothing better to do so I am going to continue to fight this and take all avenues necessary due to the principle. I look forward to a response from AHS with an actual number to contact someone with instead of a customer service person who answers the phone at their home in who knows where.

I call the HVAC company on Monday since it's getting more and more uncomfortable in my house. They notify me (not AHS) that AHS had denied my claim. So I ask how much the cost was and they say around $750 (well below the cost AHS claims to cover). So I ask for them just to come out and that I would pay out of pocket and take it up with AHS. On my way home I call AHS and ask what happened and why was it denied. The customer service rep reviewed the notes and it was stated that since it was caused from strain on the blower from the limited air coming in through the inlet, it was not considered normal wear and tear therefore denied. So I follow up with a question of "WHEN did you guys deny my claim?"

Remember, it has been over a week since my initial inspection by the HVAC company and did not receive a call or email (except for an email saying they are reviewing the claim) during this entire period. The rep said they physically mailed out the denial letter and that I should receive it in 7-10 business days. I respond with "that is great and all, but WHEN did you guys deny my claim? Like what day?" He reviewed and it was denied the Tuesday when I originally called for a follow up but the HVAC Company wasn't notified yet. So AHS did not call or email me... their customer... that the claim was denied.... as my house got hotter and hotter inside while I waited patiently for an update from them. Had they called me, I could have easily scheduled that HVAC company to come out sooner as in a day or two after the claim got denied instead of being uncomfortable in my own house getting hotter and hotter in the humid Texas weather.

Furthermore, I spoke with the HVAC company and if I just went directly to them, the initial inspection to see what was wrong with my unit would have been cheaper... and not the $100 Service Fee. I wasn't looking for the A/C unit to be completely replaced, only fixed. And to fix is was well within their means to do so but they found whatever little issue to be able to deny coverage.

I will not renew my coverage with this company and I recommend you just go direct to HVAC and other trade companies instead of via AHS (especially since they are overcharging the initial Service Fee just for your issue to be diagnosed). It's not right to pay decent money for a service only for them to figure out how to weasel out of coverage... especially when it was not user error at all.

As far as having American Home Shield, I feel like I got somebody to contact that's gonna get back to me and recommend what to do about my problem. It was nice that we got the recommendation right away, and they were very punctual about getting back to me. I appreciated that. The service has been very well done. There were some questions I had about functionality, and I was able to contact them through the phone.

Both Derek and Robert were great. The AC is now working great. They put more Freon in it. It was running low. So, everything was great. As far as submitting my claims, I normally just go online. The options for the AC were a little weird because I don't have a window unit nor a couple other units that I didn't know about. I did google them. I just put “Other” and put my HVAC system and then attached a picture of what it looked like. Overall, my experience with American Home Shield was smooth-sailing. Customer service was great. Fast Response Heating & Cooling got back to me relatively quickly. If they needed to come back, they called me right away. So, communication was good.

American Home Shield also doesn’t give you a choice of who to pick. When I looked up the company’s reviews, most of them were negative, and they were non-responsive. They told me a part was going to be delivered to my house, but I didn’t hear from them for a week. I finally called them and they said the technician wasn’t sure he had the right part and that they would need to set up a time to come out. American Home Shield is not worth it.

I've had 24/7 here before with my air conditioner and they did the same thing. They come out and looked at my air conditioner. It wasn't working at the time. Their guy unplugged something beside the unit and plugged it back in and then wanted to charge me 500 for a new air conditioner. They charged $115 just to look at it. So, I called another air conditioner guy out that was nearby me here and he came out, looked at it, and he pulled that same unit out and he put it back in. We turned it on and it worked. So, there was nothing wrong with it. He also said, "You don't owe nothing. I didn't do anything." That was two years ago, and I've had it worked fine last year and it's worked this year already. I won't have 24/7 back at my house again. I've had them come and tear my furnace apart about 13 years ago. They said, "By law, we can't put it back together. We got to replace it." So, they charged me an exorbitant amount for a new furnace.

I heard another guy tell me the same story. He had somebody that knew about this system come out and look at it and there was nothing wrong with it. It was something just minor that had to be fixed. So, 24/7 was just in here to replace everything without even fixing it. I think this pump here for me this time must have reset itself when I unplugged it and plugged it back in, but their guy never checked it. He even thought that the drain pipe needed to be replaced because he didn't ever look at it. He did shake it a little bit. It was loose, but that's because it sits on the pump itself and that's normal. It is not fastened on anything. It's fastened to the wall, but down at the pump area, there's nothing holding it down there other than the pump itself. So, if Home Shield is contracted with these guys, I would suggest you guys to find someone else to contract with.

I called American Home Shield back and told them the situation and they refunded my money. So, that tells me that they're an upstanding company. I was happy with that. If they didn't refund me that, I would have been disgusted and dropped them. I've been having issues with my water heater. I've been struggling along with it. I figured, at some point in time, I'm going to have an issue with it. So, if that happens, I was going to see how it's handled this way and see how it goes. I'm going to ask them who's coming to see if I have any issues at all, and if it's 24/7, I won't allow them in my house.

I've spent $500 on my AHS plan and then $200 on two separate service calls. I'm $700 in for this American Home Shield deal. And I haven't gotten anything out of it. SWAT came out, and they said, "From what we can tell, this is a pinhole leak, and this is what we need to do to fix it." American Home Shield said, “We won't fix a pinhole leak." However, SWAT did fix it, and they figured out that it was a bad coupling. The coupling was bad, not necessarily a pinhole week. I don't know if that can be re-evaluated or not. But my experience with SWAT was great.

I used American Home Shield’s service to have a thermostat installed, and the tech ended up blowing a fuse in my furnace. I was told they could not fix it, and when I tried to get another call out, American Home Shield told me I had to pay another deductible. It took several hours and several phone calls before I finally reached the right person and got them to come out with no charge. So, that was not pleasant. And it was during the winter and I had no heat. But American Home Shield has covered everything I’ve needed so far, except for the color that didn’t match. They're okay. I'm not super impressed with AHS, but not totally dissatisfied either. The warranty was paid for by the seller of the home, but when I renewed it, AHS gave me a better deal. So, that was good.

I called American Home Shield and paid the $125, and they put in a service request and sent the same company. A different person came out and put batteries in it. I told him there was nothing wrong with the batteries and that it felt like a scam because I was just told it wasn’t the batteries. There wasn’t anything wrong with it at the time. I had been out of town and hadn’t been around the machine or thermostat. I trusted the tune-up was just maintenance and a check-up.

When I called the contractor’s office, I told them they needed to call American Home Shield and refund it because their technician said it wasn’t the batteries. The person I spoke with said he didn’t believe the technician would have said that, and I said I wasn’t lying and didn’t need to lie for $125. He said he would call the technician. He went back and forth with me, then came back after putting me on hold and said the technician confirmed he told me to put in a service request. I said that was a lie, but they still said they were not refunding it.

A couple of weeks later, there actually was an issue with the thermostat and it wasn’t just batteries. The buttons would get stuck and you couldn’t press them properly. I had also been doing work in the house, scraping popcorn ceilings, so I was noticing things more closely than usual, including possible ductwork issues and insulation visible in the AC vents. While doing that work, I also noticed the water heater vent in the attic was not properly connected to the roof vent, which I considered a serious safety issue because of fire and carbon monoxide risk, so I called AHS right away. I also learned the gas was not connected yet and informed the tech, but a ticket was still created to replace the water heater.

The gas company came out the next day and turned the gas on, and the water heater itself was fine. The code upgrades that he put in the system, saying I needed them, are debatable. Maybe if I'm selling the house, you need code upgrades. But the code upgrades are not stopping the functionality of the water heater. It seems like some of these service providers that AHS has in their system cannot get business outside of their lead. I can put two and two together and these service providers are scammy.

She said that she called the second company, and they said that they would be able to come out that day, and she gave me the number. I ended up calling that company, and the owner said that they may have called and left a voicemail, but she didn't talk to anybody, and she couldn't come out at all. They were fully booked for over a week and a half. She said that I had to call back.

I called AHS back, and I said, "This is the third time I'm calling you guys. This company can't come out for a week and a half or something like that." The third representative said, "Okay. Let me go ahead and find you someone." They set it up with D2 again. I said, "I just talked to D2 the first time. They're not even supposed to receive phone calls or whatever." So, I asked for a supervisor, and then the supervisor who had attitude was like, "These are my only options." So, she set it up with D2. Since D2 came out a while ago through them, I spoke to the owner, and he was such a godsend blessing. He was like, "You know what? I'm going to fit you in because your basement is flooded." So, he came out and he provided service and got my pump up and running.

This was my first time having this type of issue. I shouldn't have to talk to so many representatives and deal with the supervisor who was clearly not motivated to help me out. She had an attitude. Other than that, I've used AHS in the past, and I've been with them for quite some time, and I really haven't had any issues. I pay my deductible. They send somebody out, or I call them, and then I make arrangements for them to come out, and they resolve my issue. The only time that AHS didn't resolve my issue was with my AC unit because my Freon was worth more than gold. It was an old unit. AHS just gave me a cash value, and I took care of it myself.

After ending the call, I attempted to contact the assigned service provider but received no response. Due to the continued water leakage and risk of further damage, I researched AHS policies and learned that outside vendors may be used with proper authorization. The following morning (May 2, 2026, around 8:00–9:00 AM), I contacted AHS again and was advised by a representative that I could use my own contractor, provided I obtained authorization. Acting on this information, I secured a licensed contractor and had them speak directly with an AHS representative later that morning (approximately 11:00 AM–12:00 PM). During that call, we were informed that authorization would not be granted and that the situation was not considered an emergency, despite the contractor clearly stating that ongoing leakage would lead to water damage.

I spent nearly an hour advocating for approval and offered to submit a same-day estimate, but my request was denied without reasonable consideration. I again spoke to a representative on the morning of May 3, 2026, seeking further assistance to authorize my claim. I was told that someone would reach out to me; however, no one followed up, and in the meantime, the water leakage continue additional damage. After my service was finalized on the morning of May 3, 2026, I received a call from an AHS-dispatched technician at around 2:00 PM. At that point, the damage had already occurred and the service had been completed in the morning 24-hour service company based in my hometown. This delayed response further demonstrates the lack of urgency and coordination in handling my claim.

This situation involved a major appliance—my water heater—which is a necessity for daily living. Due to the lack of support from AHS, I was left without hot water. This directly impacted my ability to work, loss of income. Given the circumstances, I expected urgency and support, especially as a long-standing and loyal customer. Furthermore, a reputable licensed contractor clearly communicated the severity of the issue to your representative on May, 2, 2026, yet the response I received was a rigid interpretation on of contract terms.

With the current rise in gas prices and overall cost of goods, this situation has placed me under significant financial hardship—one that I should not have had to endure had AHS acted appropriately. I enrolled in your program with the expectation that you would provide support during situa ons like this. I have referred family and friends in the past; however, some have since disenrolled due to high costs or poor customer service. Despite that, I remained a loyal customer, consistently paying monthly premiums for 14 years.

This experience has also caused mental and physical distress. Since May 1, 2026, I have endured sleepless nights and have had to continuously mopping up water throughout the day and night to prevent further damage to my home. Due to an active water leak causing immediate risk of property damage, I was forced to migrate damages by securing emergency repair services. I attempted to contact AHS from May 1-3 but could not delay repairs without further loss. Due to the lack of support and the ongoing water damage, I had no choice but to proceed with repairs independently. As a result, I have incurred out of pocket expenses.

I had to make arrangements to have someone be at my home, since I could not take off from work. I had to pick someone up the night before from Cincinnati, two hours, to be at my home for them to monitor and do the work that they never showed up to do. It was an inconvenience. I asked American Home Shield to send someone out the same day. They, of course, were unable to do so because they were telling me that they had to wait until the person who was supposed to come closed out and confirmed that they couldn't make it.

Of course, they did not want to confirm and say that they couldn't make it because they still wanted to come, just on their own time. I don't like my time and my money being wasted. I requested that a new company come out. The next day, another man from another company was supposed to come. He didn't get to my home until 7:30. He came into my house for about 15 minutes. He sat in his car for at least about the same timeframe, and then came in, but he didn't process my request.

But at the end of the day, the man had told me several times that he had been at work since 8:00 something in the morning, and at the end of the day, I feel like that he only came to my house so that he could get another 100, whatever dollars he needed from American Home Shield's to say that he had came out to my house and honored the request for that day. He did no work. Then my claim was denied.

I'm not happy with American Home Shield this time around. I'm actually looking at other companies. If someone has worked a 12-hour day, he said he was in the Columbus area, had been working in the Cincinnati area, which was an hour and a half to two hours from Columbus, and then I'm in the midway point of both places.

He literally just stopped at my house on his way home to sit in his car for 15 minutes and get paid, and then went back home, did no work. I specifically asked him, when he asked me if I still wanted him to come out that day, and I said, “Since you said you've already had a long day, I don't want you coming if you're not going to be able to do any work." He said, "Oh, I should be able to get some work done. I have everything on hand that I need." He knew he wasn't doing any work.

He came, sat in his car for 15 minutes, and said the system was down. He couldn't process the request, and went home, and got paid. I was left with nothing, no work completed, a denial of a complaint, which I feel like is somewhat bogus, and money wasted and time wasted. So, I'm not happy with American Home Shield, or the people that they sent to my house.

I have called a/c companies in the area, and they can be out the same day, so why does it take AHS contractors 1 to 2 weeks to come fix your a/c when the heat index is 107°? When you call the customer service number, they just give you a handful of excuses on why it is taking so long, which are NOTHING short of lies!! This company should be investigated by the federal government and shut down while forcing them to refund ALL past customers for their monthly payments. This is 100% unacceptable and they need to be put out of business for taking advantage of people. I actually tried to cancel my policy once, and the woman on the phone told me that I cannot cancel my policy unless I am selling my house, AHS is very deceitful!!!

The contractor who came was professional. The issue wasn't resolved at once. He said something had to be ordered and then he let me know what the issues were. They explained to me and walked me through it. It wasn't something that was hidden. The part came here, and then they came back out. The dryer is working very well now. So, I'm satisfied with that. The only issue I had was the amount of time it took to get the part. I had to go to a laundromat a few times to get things dry, and I had to call back a few times. Overall, I've used American Home Shield for a long time. I've told people to also use them because they're good.

I needed a new line from the trunk line in the attic to go to the laundry room that I'm assuming was built on after the house was built. Also, they never put a vent in there. So, while the young man was here, I asked him if he could set me up for May to have that ductwork and ventilation put into my laundry room. And they did a great job. American Home Shield helped me get that put in. The people who came out to do my ductwork also told me that I was shallow in spots in insulation. So, I've got it scheduled for next month for someone to come out and spray in insulation. Over my laundry room, there is none, so they're gonna spray that as well as the areas that are low in insulation.

I called American Home Shield. I logged another ticket for a recall. They said, “Okay, we'll send someone out.” Then they sent a guy back out. He reinstalled this piece that was loose, one of those spindle things on the inside, like a plastic piece. He said, “That's the reason why it's having this issue.” He said he was pretty sure that was it. Then, within three days, I let them know that it was not fixing it. I was still having this code come up. They said I need to call American Home Shield, have it re-serviced, or have it recalled again. So, I did. Runyon Appliances said, “We'll give you a call back within 30 minutes.” I never got a call back within 30 minutes.

I had to call them the following week because it was a Friday. Then she put me on the schedule, and it was for the following Friday. So, the guy came back out and said, “Oh, we're gonna have to call LG and see if there's a reason.” I asked, “Is it a sensor issue? Is it possible that maybe the sensor is faulty?” He said, “Usually, I could bypass this code and just turn it off with the machine, but this machine doesn't let me.” He said he’d look up online, too, and see if there was any other way to fix this. And I have yet to hear from them again.

Runyon Appliances has been awful to deal with. From scheduling, the lady told me, “We expect you to take work off to see our technician.” I've never had this issue with another company to where they don't have more realistic hours. Their cut-off time to see anybody is 3:00 PM, which I'm so used to having people have a time slot of like 1:00 to 5:00 PM. Then, when I looked online, it said my time slot wasn’t from 11:00 to 1:00. It said my time slot was from 1:00 to 5:00.

I was like, wait. So, when the lady called me, she said, “The technician’s almost there.” I said, “I asked for you guys to give me a 30-minute heads-up, because I'm at work and I need to leave, ‘cause a four-hour window is a long time to just leave work for four hours, and maybe you come at the end of the window.” She said, “We expect all homeowners to take off from work for this.” In all my years, I have never had a place tell me that they don't give a 30-minute heads up. She said he forgot to call me, so she was calling me now.

Then the guy called me 10 minutes later, saying, “I'm here.” I said, “The lady told me you're 15 minutes away. She said you're willing to give me 15 more minutes ‘cause you didn't call me.” He said, “15 minutes? I'm not gonna give 15 more minutes, so I'm just gonna get started.” Runyon Appliances has been a nightmare to work with.

Then I got a letter yesterday in my mailbox that said that American Home Shield was denying my claim for my dryer. This is back before the third visit. ‘Cause the one technician visited me three times for the same thing, and the first guy I visited once. He said he would get on it and come back and fix it. Never fixed it. I called back. The other guy found the part and said, “Here, it's right next to your washer or your dryer. I'll put it right in.”

I did everything they asked me to do. It's still an issue. It's a manufacturer's error. But it was installed correctly. Everything was done right. I have no idea what's going on. AHS has honestly gone down. I used to rate them pretty highly, but they've definitely taken a turn somehow. They're all into denying claims and not fixing, and just continuing to send people four times out. I would think, at this point, it'd be cheaper to buy a new dryer.

The only thing was that he just came out for the AC but I thought I submitted a claim for the heating and air. Apparently, it was because of how the request was submitted. We told him that there was also a problem going on with the heat and he said we had to submit a separate request. So we were confused. He also told us to call American Home Shield and that they could probably clear it up. But I got busy and I forgot. So I never got a chance to follow up. At any rate, things have been better since he was out here. At first, it wasn't getting cold. But now, it gets pretty cold in there and I have to be bundled up in the house. So that's a great thing. Whatever he did, it worked. All in all, I've been with American Home Shield for quite a while and I've been an advocate for a few years now. I've never had an issue and even when I did, they rectified it in a timely manner.

Every time I call to have something covered, they say it's not covered. All the people who have come over, they say, “They have to buy permits for all this stuff.” I know damn good and well, they're not purchasing permits for anything, ‘cause it takes longer to buy a permit than two seconds. They're doing nothing but lying to us consumers. It's horrible. They can improve by shutting down ‘cause it's horrific.

I always have them come out and do my cleaning of my HVAC. They did that. It was really strange ‘cause the people that came out just didn't check the temperatures inside the house like they normally do. All of a sudden, it was, “Oh, you got a compressor that's out.” Then they went out, and they called American Home Shield and said, “That's 100 bucks.”

Then my water heater went out. I had them come out. They had also told me that I needed to bump up my coverage, because water heater goes out, they're not going to pay for anything. So, I bumped up my thing; they said, “The most would probably be $200.”

My water heater went out, and it cost me $800 out of my own pocket for them to fix it. Like, “What the hell?” So, I took a cash payout for that instead of having them repair it. ‘Cause the guy that came out, came into the house five times to look at the water heater, then went out to the vehicle, and then came back, took more pictures, and said, “Oh, I just need more pictures of this.” And he said that I can't have a wooden stand next to water. We have to redo everything on here. He just kept upping the price of everything, which was crazy.

Then I had had somebody come out two times before for my bathroom faucets. I have the kind of faucets to the shower that you have to turn the middle one, which makes it go up, fill the tub, or else it’s a shower. The other one's hot and cold. I have been lied to about so many times, where the guys are like, “It's the middle button that you have to turn the water on and off.” That doesn't make any sense, ‘cause it should be the hot and cold. That should be on and off.

The last time they came out, they told me it was going to be $1,300 to fix it because I had aftermarket products in there. Because it's not original to my house. I said, no. I said I want to see what their cash payout is on it.

They offered me a cash payout of $115. The next day, the boss of the people who came out was telling me that I didn't understand what was going on, and he was going to offer me, instead of $1,300, that I needed to get the cash payout and then just accept their stuff. Then he was only gonna charge me $950 and tell me how stupid I was.cI said, “I don't understand.” He said, “You're old, and you don't understand. You're a woman, you don't understand.” I was like, “What the hell?” None of this was making any sense to me, and he was just strong-arming me and pressuring me about how stupid I am.

I have been trying to cancel this stuff since the middle of April. They were like, “We'll give you $100 off. We'll give you $100 back from your service fee.“ ‘Cause that's how they got the other guy to come out with my faucets, is they just paid them that $100 service to come out. They gave me $100 back for that. I said, “No, I just want to cancel.” They said, “We'll give you a month free. We'll give you $105.24. We’ll credit your account.”

I said, “You're to credit my credit card account.” But, they haven't. They put it on the account, and they won't give me the money back. I tried calling back to cancel again. It was a Thursday. They said, “We're going to call you back.” But, nothing. I called a couple of times on Monday. I couldn't get through. Yesterday, I called for three hours, and people kept hanging up on me and then putting me on mute and not responding to me at all. It was horrible. It was the worst experience of my life.

The last time, I spent an hour on the phone with them just saying, “I just want to cancel. I don't care about what offer you have. Just cancel it.” In the end, the rep said, “If you want your money back, you're gonna have to keep the year and have to keep the service.” I felt like I was in a service that I could never cancel. It was horrific.

Years ago, when I had gone and called about my hot water heater, I was told that if you have a bad one, you get it replaced. But I ended up dishing out over $1,000 for it. It would have been nice if, ahead of time, I would have known that because I would have gone to a different contractor. And I had friends that would have been able to do it a lot cheaper than that. So they don't tell you that you're going to be charged for it when it's supposed to be a home warranty program that's supposed to work with you, and you put money in every month. But that was the only thing that really irritated me and cost me quite a bit at the time. Other than that, the more recent claims experiences I've had have been very good, but they've all been small.

I had another claim, and it was a disaster. When we had those consecutive freezing days, my toilet in my hallway, every time I would flush it, it would come up through the shower floor. Then, it would come through the sink as well in that bathroom.

The plumber came out here, and he didn't do anything. He just looked at the bathroom and said, "Oh, your pipes are frozen.” I live in a manufactured home and he removed a piece of the skirt, and he looked under there, and he came back, he said, "It looks warm enough. Once it warms up, it'll be fine again."

They never repaired anything, did nothing, and we were out of water for a week. I thought the home warranty would fix the issue but they didn't. He told me, "I have to get with my boss and see if he'll let me come back with some heaters to blow under the house to get it unfrozen." Then, that was denied. He acted like he was going to come back, but he didn't.

AHS is good. But I’m not sure about the people that they send. Also, I’ve had to use AHS three times. My furnace went out again during that freezing time and the gentleman who came out was a sweetheart. But he said, "I ordered the part." We had to wait for 10 days to get the part. Thank God I had electric heaters. It's like I'm paying $135, and 10 days later, you fix it. I don't like that part. If you pay for it, you should get it done that day. But the tech got it done.

I have recommended American Home Shield to my neighbor. She had a problem with her water heater and was asking how much it was going to be. I told her about American Home Shield, that I pay $65 a month and for anything that gets broken in the house, like a washer, dryer, microwave, stove, water heater, even the ceiling fans, they will come and fix it. I just pay $125 copay, and that's it. If they cannot repair it, they will do everything they can to fix it. She then asked for American Home Shield's number which I gave to her.

A.R.T. came out there and told AHS a lie about my AC unit, saying it was negligence and somebody went over there to destroy the AC unit inside and the outside. I called AHS to send someone else out there and come to find out, what A.R.T. said was inaccurate. I had to go through AHS to find out what they will cover and what they will do. So, two years ago, I had everything replaced and everything by A.R.T. All of a sudden, everything had to get evaporated. Coils had to be fixed because it leaked. I had to come out of pocket 1,500 bucks. I asked for a payout, but that wouldn't cover the expenses for the AC unit, so I declined it.

I called AHS back last week, and said, “I just take whatever Anders is going to do, and I just paid the 1,500 bucks so I can get this AC unit fixed." Because this is my rental property, and I got people living in the house in the state of Texas. I can't have them without AC. The people had to call around to order the part for the AC unit. The AC unit been there since 1999 with the house being built. I don't know if they still make these type of things for the AC units.

They took pictures of whatever that the customer has, but why don't they have a picture to show us as a customer? I went out there, when the tech went out there and said those statements. It took me two hours to get there. I drove all the way back home to check it out. How does AHS stop having these techs come out there making these false accusations against the customer? If I made a false statement against AHS in the future, people will always think that they do these types of activities.

What trust do I have in them if I got information from somebody that gave out false information regarding all your appliances or AC units at your home. How do I know if you was out there doing it just to get insurance money? I wish that AHS would do a better job investigating this, being a loyal customer since 2010. At least be, “We never had no issue with this gentleman or with this customer. We need to send a second opinion out there.” I shouldn't have to fight for that second opinion.

The first time they fixed my water tank, I don't even know if I needed the products. Because most of the time, when women are here alone, we don't know anything about that. So, I had to pay $600 cash out of my pocket. But the next time, I made sure a male was here and he was doing something because he’s a contractor too. He asked the tech of a different wy of doing it, and the tech said he could. If I didn't have anybody else here with me, the tech would have told me something else about the part.

It was two times that the techs said they were coming and didn’t show up. I lost wages. And after that, I had to keep calling them back. I wouldn't go to them. And he's not the only one. That's what contractors do. If you're not knowledgeable about certain things, they take advantage. Also, they didn't take credit cards and took cash only. I told American Home Shield that if I ever had a plumbing issue again, I didn't want them to come. American Home Shield just sent me a message and the price is going up again. I have a friend that I just referred to them and she just told me $49. So maybe I should cancel it, then start over again.

We did have a day where we thought it was broken again. The heat went up. It was when I was far away from home, and so was my husband. But my friend came over and just messed with it for a second, and it went back down, and we haven't had a problem. I'm not really sure what it was, but it's been good ever since then. Overall, I've been really satisfied with AHS. I like having the backup. If something goes down, I'm like, "All I have to do is go on American Home Shield and ask for someone to come out, and they'll send somebody." They have an easy system to use.

I was trying to explain to the person on the phone from American Home Shield that I was a little confused because I thought that they have contracts with these contractors, so their customer gets the value out of the warranty. Plus, I've never seen anything about plumbing that would cost that much. American Home Shield just replaced a pool pump on my house that cost nine times that amount and I just paid my $100 fee that I had to upfront, which was awesome. The gentleman on the phone from American Home Shield was trying to be very courteous and I was getting heated because he just kept on saying that I should have read my contract.

But I told him that haven't read anything about plumbing specifically in my contract. That was kind of lousy. I know the line was recorded, but I didn't curse or anything like that. Then he kept on trying to get off the phone and I told him that it didn't sound like he wanted to keep my business. I told him that it made no sense paying out $140 something a month and $100 upfront cost to get the contractor out here, then now have to jack up another $500 out of my pocket. Money is not tight for my family right now but I felt that that was a really bad way for it to get through to me.

Other than that, I've been a customer of American Home Shield since 2022 and I signed with them for their reputation. As a matter of fact, I even recommended them at one of my facilities I went to. The young lady I was speaking to was talking about buying a house, so I gave her American Home Shield’s referral code and told her to check them out. American Home Shield has always done me and my family well, and they've always been very courteous. I just don't like it when somebody says they need to talk to their supervisor bout my concern. Also, I got put on hold twice and their reps were always coming back saying the same thing. That was a very disheartening experience.

As it turned out, I accepted cash in lieu, which gave me a whopping $900 toward a new $17,000 HVAC unit. That was a surprise and not a very pleasant surprise. The service technician that American Home Shield sent advised me that if it were done independently to repair the coil, if they could find one, with the labor, it would have been almost half the cost of buying a new unit. But instead, American Home Shield said, “No, if you wanna repair it, you've got to pay 3,000.” I told them that was crazy. So, not too happy about that one. But we've had a couple of successful claims. The contractors that American Home Shield insisted we use, like for HVAC, were over 100 miles away. I'm in Columbus, Georgia. It's the second largest city in Georgia, and there are plenty of contractors around here. But for a lot of reasons that I can see right now, many of them don't participate in American Home Shield.

The first claim we made to American Home Shield was for a washer. I specifically asked for a certain contractor who's got a great reputation here but they sent a different guy. When the guy came out, he repaired it, and within a couple weeks, the washer was noisier and wobbling more than before he started it. That contractor wasn't invited back. American Home Shield finally got someone here who said that the repair was terrible, and they had to redo the whole thing.

The second claim was another strange one. I have a double oven, and the door hinge fell off. American Home Shield insisted that we take pictures and video, which was a large hassle. Even for accomplished photographers, trying to show why an oven door wasn't working was a little challenging. But in my case, the door just fell off, and then American Home Shield insisted it be repaired. The technician got a new door and came out. Unfortunately, the part of the oven that was inset into the wall had broken, and there was no way to attach the door. Hence, after about four weeks of back and forth, I gladly took the cash to replace the oven because these double ovens are not cheap.

I've had American Home Shield since December, and I haven't really had any used case for it. I did have some issues scheduling with the initial visit of the AC technician. I worked with private contractors, and specifically like home renovation companies and contractors, so I know how that industry works in particular and how the scheduling side of things isn't like the most efficient process a lot of times. My thoughts about American Home Shield is still up in the air, but the price and what the coverage allows are very attractive, especially when I signed up, which was a Black Friday sale. So, I like the pricing of everything and the coverage and what that allows.

Submitting a claim with American Home Shield is not hard at all. At first, it was because I'm a first-time homebuyer. But once I got into the website, looked at everything, and figured it out, it was easy to submit claims. I did a claim for the AC prior to my plumbing claim and at the time, I was confused on which option to pick. But after that one, I'm a pro now. American Home Shield's customer service reps are also excellent. When I talked to one of them about covering the repair of my recent plumbing issue, she was nice and polite. She had to go through the procedure of telling us why it wasn't covered, getting our consent, and making sure we understood. The coverage is good. It's just that we are new to the home, so a lot of the things probably won't be covered up front because they are stuff that were here when we got here. But the home warranty will really start benefiting us over the years.

Initially, we signed up with American Home Shield through our mortgage company, so we had everything set before we moved in. They gave us options and I chose American Home Shield because they offered more. So, we got a good price for the year plan that we got. All in all, my experience has been good and I don't have any complaints so far. I've also been telling everybody at work to sign up with American Home Shield.

I waited for five days just to be assigned a contractor and that was why I would make multiple calls. The first time I called American Home Shield, I was told that they were working on it. On the third day I called, they told me, "Well, give it 24 hours." I gave it 24 hours but there was nothing. So I called back again and I called a company that had serviced me before through American Home Shield a couple of years ago and I asked if it's something they could do. She explained to me that perhaps I could call them and just give them their name because they do service for American Home Shield. So that was how I was able to make the connection.

The contractor was able to do the work in one day. They emptied my tank. But when you take the covers off, you have to remove that dirt around it. They didn't pack the dirt back. When it rained, all that rainwater went into my tank. The water is not gonna hurt it as long as it's not full of sewage. But my yard is now foggy and wet from that. That was a week and a half ago now and my yard is still a mess behind it.

I pay $125 for American Home Shield to get someone to come out, but I've had instances when someone comes out and they can't accommodate me. So then they have to get someone else. I don't get that part. If it winds up being something different, then just say it's a stoppage. My original claim before was for my toilet stopping up. I didn't know it was because my septic tank was stopped up. So I paid $125 already for the plumbing for stopping it up, and then had to pay 125 for a separate order for the septic tank. Then my premium is just increasing. So if I got the plan some years ago, now my plan is costing me just as much as somebody that's coming in new. So they're actually able to get a cheaper price.

My niece just got American Home Shield and she has the same plan I have, but her plan is now cheaper. She's getting 30% cheaper than what I pay. It was explained to me that if you file the claim, then that's the reasoning for your premium to go up. But that's the point of having it is to save money, not to never have to file a claim. It's supposed to be a safeguard for you to not have to spend as much money. So I'm really been debating to let American Home Shield go.

I have this problem with my water heater. I asked American Home Shield to just give it in lieu. Because this is too intense for me. I'm uncomfortable. I gotta deal with my water issue till I get it fixed. And I don't want to deal with somebody I don't understand what they're saying. The communication is dominating, and I don't want to get into all that.

This company came off very negatively, dominating, as the guy said to me, "If you've got to get a new water heater, you're talking about $6,000." I said, “$6,000? Buddy, what planet have you been on? Sir, do you know how long I've been a homeowner? I grew up in homes. So what are you talking about?" He just rabbited. I didn't really care for the whole communication with them. After they came and diagnosed and said what it would be, and I made up my mind, I looked it was American Home Shield. They were great. They sent me what I needed. They responded. And I elected to do the cash-out lieu. I said, "I found a plumber. He's coming out today, and I'm willing to do that. Let's take a picture with it."

So they're a little more expensive. I asked the guy who's coming out, I said, "How much would you charge to install one?" The plumber said, "I want to give you the exact amount, but I wouldn't be more than about 450 to 500." And these people charged me 700. They were gouging a little bit too much. I said, "You tell me my out-of-pocket money is gonna be $700? No, sir."

They said, "But you need to put this part." I said, "Sir, that's a pan that drips the water like you got a flower pot. Stop acting like it's so technical. Yes, you have the knobs and the noodles. But those knobs and noodles or whatever you want to call them, they ain't all that. “ I wish American Home Shield would just scrap them because they're just not good for a plumbing company. Now, my air conditioning company that I had was pretty good. I've had them; they came out, and their communication was good. They responded to me. Communication is everything with me.

For this particular claim, I have been dissatisfied because the explanation I got was very choppy. The person I spoke with did not do a good job explaining what was going on. I'm pretty sure she hung up on me for no reason. But American Home Shield has been generally a worthwhile thing for us notwithstanding this most recent claim, and we're continuing it with the other house that we have. We're going to be selling this house and moving, but we're going to continue American Home Shield.

I checked the ratings for the decibels. I called the manufacturer. I said, “Tell me, one, two, three, four, what are the decibels that I should be expecting?” The manufacturer told me. But it's way above that. I contacted them again. They sent somebody out. They didn't help either. But they're not willing to replace that microwave. But they're also not willing to fix that microwave because they don't consider a noisy fan being covered. I said, “Are you kidding me? How many times are you gonna fix the microwave anyway?”

The recent contractor was good. It was an annual freebie where they come and do a service of your HVAC system. There were two gentlemen that were here, and they were great. The offer was appreciated. They double-checked the HVAC system. They said it was all good, but they would check the Freon because it was low, and they fixed it. It’s cold. It works. That was part of my service that was permitted, so there was no out of pocket for me. The gentlemen were courteous and very professional. They were English as a second language. They were more worried about that. Their English was fine. You know how when you have English as a second language, sometimes people treat you poorly? I had a vibe about that. But they were so nice. And they were minimally in my house. They were mostly up on the roof. I had no issues with them.

I’ve had good things with AHS. I've also had not so good things with them. However, I keep them, because I have an older house. It was built in 1956. And when I moved in, we had to have plumbers come out. It was on the seller. When the people checked out the plumbing, they said, “You better not lose your home warranty because some of your pipes are pretty darn old.” So, I only keep AHS because I assume that my plumbing will fail someday. It’s that bad. I pay them 100 bucksa month. But that is why I keep them, even though I've never told them that. They've always been polite enough, even if you get the response, “That's in our policy” kind of thing. My next response would be, “So, can you show me your policy?”

When I called about my air conditioning unit, the AHS rep said she would get somebody out. I said, “I think they've come out here before.” She said, “No. They haven't.” I said, “No. ‘Cause they sounded so familiar. You sure?” She said, “No. I'm looking in my system now. They haven't. I can assure you they have not come out there before.” When I got off the phone, she had already called them. I went to look back. Sure enough, they had come out here for my water heater. What if that was a company I didn't want to come back? And I'm being told that, “They've never been to your house.” I need that to be fixed in some kind of way in the system. I don't know how it wasn't shown that they had come out before. But that needs to be fixed, because if something was to happen, and I don't want that company coming back.

The first time the contractor came out for my water heater, the tech had to go up in the attic. My daughter had to come over because I was at work. When I got home, there was stuff from the attic that he left on my floor. The broom was in the kitchen. He could have swept it up before leaving. But I talked to them about that. They came back out a second time. And everything was fine.

What I pay monthly, is good. When contractors come out, I pay a flat rate of 125. The only thing I don't like about that is that before they even come out, that 125 was already taken. Maybe it's because AHS has to pay them. But what if they come and they can't fix the issue? When I first got AHS, I was told that if they couldn't fix it, I wouldn't have to pay, yet they take it up front. I guess they would give it back. But that doesn't make sense to me.

American Home Shield then asked me how I was doing. When I hadn't heard anything from them or Mike, I informed them that I still had to go into another town to do laundry, so I wasn't really happy at that moment. But then, my husband received an email from American Home Shield and they were offering a replacement of value. So, we took the card because I didn't know exactly which machine to get. When you look online, they don't give you the details. There's a couple of features that I like and that's how to tell how long you have left in a cycle, plus the delay. You could set it to delay so you can wash off peak hours. The old washer here had that and every washer I've had that. It's really convenient. So we went down to Lowe's and researched on all these machines. We ordered one that's got those features and it's supposed to be here on Friday.

I'm just holding out and I'm hoping that the dryer sticks with me for a while. It's just as old, but sometimes you get extra time out of a dryer. So far, I'm very happy with the way American Home Shield handled my claim for the washing machine. They were great and their response was quick. We've had them for a few years, but we've never had to have a claim. It was funny that we bought this beautiful house that was perfect and checked all our boxes, then, when I went to do the laundry, I had to file a ticket with American Home Shield. But that's okay. And if that's the worst of it, then I can't complain.

We have to get this laundry room ready for the techs to set up the replacement on Friday. The house that we're in is a very nice house. But it started out as a little house and later, things were added on, then it was rebuilt, and remodeled. Where the laundry room used to be is in the bathroom closet and they didn't put any new plumbing in when they did that. So, the plumbing is Jerry-rigged right now and we have a plumber coming today because there's no way that Lowe's is going to come and hook up a new washer to this existing plumbing. We're just realizing what little things we need to take care of but we're still happy, in a good location, and have great neighbors. So we're blessed.

With American Home Shield, things can be a hit or miss, but I've had a majority of great experiences. I would warn potential clients to read the fine print because there are certain things that aren't covered in scenarios, but other than that, it's very easy to get quick communication and updates. And the portal is very user-friendly.