American Home Shield Reviews

To start with, they contracted Sears to fix my fridge. Well, the ONLY way to talk to Sears is to talk to their AI agent. You cannot get a hold of their techs or a live person anywhere, which means that I have no idea what's happening on their end. They continue to schedule appointments without contacting me and without providing a reason for the appointment. Their parts department sends the wrong part 3 out of 4 times, and when they sent the right part, it didn't even work. Not that it didn't fix the problem, it performed worse than the part it replaced! My compressor fan was running with my original control board but the interior fans weren't.

When they replaced my main control board with their 'new' part, it didn't fix the interior fans and it stopped the compressor fan! The Sears tech, Kevin, straight up told me on his first day out that he wasn't a refrigerator repairman and wasn't sure what he was doing. 7 weeks and 6 appointments later (each appointment of which was an all-day window requiring my wife or me to take the day off work), he finally gave up and told me in person it was un-repairable and he was submitting his notes so that I could get a replacement. Only he didn't submit his notes. I had to wait for another AI scheduled appointment 2 weeks later before he finally submitted his notes.

I called AHS that day and they noted the un-repairable notes had been submitted and that I would get a call from their replacement department within 24 hours. 24 hours later (9 weeks and counting), no phone call. So I called AHS back, and the tech that answered on that day said there was no such un-repairable note from Sears and that the ticket had been closed out as 'repaired' and complete.

After a frustrating 20 min conversation (after waiting on hold for an hour), I was told that they would escalate the issue but that escalation team was unavailable at that time and that they would call me back within, you guessed it, 24 hours. Well, 3 days later, after receiving no phone call, I called them back. The tech told me the escalation department would call me at any time and that there was nothing they could do besides wait for that call. They couldn't call their escalation department; they couldn't walk down the hall and talk to their supervisor, nothing. Now at 10 weeks, I finally get a call from Mary in their Indian based escalation department. She has no record of Sears providing an un-repairable notice, and the ONLY thing she can do is send Sears an email and call me back... within 24 hours.

There is no workaround for AHS to realize that after 10 weeks that my appliance needs to be replaced regardless of what their process says. There is no escalation that doesn't involve waiting on the response from an email. It is absurd. 10 weeks to replace a fridge is far too long, and these people lack all humanity. You and I would be better off just buying a new appliance and leaving AHS in the gutter. If a home seller offers you an AHS warranty with your purchase, take it as an insult, they hate you. It is the only reason anyone would buy their product.

I have two contracts myself, and my daughter has one. I'm getting ready to cancel all three contracts and go with Choice. I'm livid. They're awful. They lie. They say they're gonna do things. Last year, I had a problem with the toilet. The top of the toilet broke. So, they sent somebody out. He made a mess in my house. He said he was gonna order a new toilet. The new toilet was unbelievably bad. It kept backing up. So, finally, I called and complained. They finally put in a decent toilet, an American Standard, but I had to go through weeks and weeks of that toilet backing up until they would put in a decent toilet. They're awful people. I would never recommend them to anybody.

The technician that came out this last time was the same one that did the repair the time previously. The repair had happened three weeks prior, and then it broke down again. The timeframe of the repairs is increasing in frequency. The technician said the way the things are written is that American Home Shield doesn't ask if there's a recommendation as much as they ask, “Can this be repaired?” And since it can always be repaired, it's always going to be patched up.

And that's been my biggest complaint: that this is patchwork, and the fact that the repair that needs to happen is constantly a fuse that's burning up. That feels like a fire hazard for me, and the fact that I'm smelling it now when it goes out. I've been a little perturbed with the fact that we can't get anywhere with this. They're just willing to continue to patch it up. And my compromise was, if this needs to continue to happen, then I don't see why I have to pay a co-pay if you all are aware that this is going to continue to happen.

And also, the technician that we had wasn't fully appropriate. Took it upon himself to take clothes out of my washer to put in the dryer to test the dryer, which they've never done before. They always have their own little device to check and see if the dryer is actually heating up. And these particular items in my washer were my undergarments. It felt very invasive and just not appropriate.

I definitely feel some bamboozlement with joining AHS, and not fully understanding the repair. ‘Cause I went under it with the notion that if something was a problem, whether it could be fixed or not, if it's continuously being a problem, that replacement was going to be simplistic, and that is far beyond my experience right now.

AHS has a pretty cool way when we submit a claim. We can video call. And the person that I was video calling with, he was super cool too. He was a professional. I turned the camera around, had him look at everything, and a couple of easy clicks for the actual service, and then it went from there. It was no laborious process. They also pick pretty good contractors. Their response times are decent. I didn’t have to wait to argue with people. With my claim, I really needed that fixed, and the tech got it fixed within the week.

I had the company come out for my water heater. They were like, “This is really easy. Yes, it's broken. Yeah, we'll replace it.” The guy was very nice. He was probably also professional. But at the time he left, I got a call or an email from American Home Shield about the $2,200 of excess charges that were not covered. So, it was all brand-new plumbing, brand-new shut-offs, brand-new everything besides the water heater. And they wanted to replace everything. I called and talked to a representative from American Home Shield. I was able to get the itemized quote from the company. They were charging $400 for the shut-off valve. I bought the one that I had for $42 from Home Depot.

The estimated value for the water heater plus replacement was $950. So, it was $950 plus another $2,000 on top of it for stuff that they said was bad, corroded, needed to be replaced, and wasn't professionally done. I ended up looking up that company after I found out what was going on, and they had a reputation of doing the same thing via home warranties. Like going in and being like, “We'll replace it.” And then all of a sudden, it's, “Oh, yeah. There's an extra $1,000.”

There's a bunch of online reviews for stuff that I found specifically for that company, which I called back and let American Home Shield know about after I found it out. I ended up having another independent contractor. They said I could have my own person come out and inspect it and verify that it did need to be replaced. He came out, and he said, "Yeah, just the water heater. Everything else is perfectly fine. Everything's up to code. Everything's the right items needed. Nothing else needs to get replaced, just the water heater.”

Then they ended up letting me replace it myself. I just had to have the same contractor come out and verify everything was installed properly and everything was up to code. He came out, and he said, "Yeah, it's all good.” So, past the very first assigned company for that issue, everything else, past that point, was really handled well. The best part is how quickly the American Home Shield side handles getting businesses scheduled, and that whole process is very quick and very easy to do. Even calling on the phone, doing it online, any of it, I've never had a problem. All the representatives are amazing. The price has gone up a little bit over the years, but nothing like double or triple amounts, which is amazing. I would recommend AHS to everyone.

I also like the thought of security that AHS brings. I don't have to worry about whether my air conditioner breaks down or if my refrigerator goes out or my dishwasher breaks down. I won't have to worry about thousands and thousands of dollars. I know I just have to pay my co-payment, and that's it. I like the peace of mind AHS brings.

For my recent claim, my air conditioner was leaking. I put in a ticket to American Home Shield, and the techs came out. The unfortunate thing was that it was the 4th of July weekend. But they called the day before and got everything together, and I was good. When I submitted the claim on the app, an hour later, I got a text message saying that there was a message in the app for me. And when I checked it, they had already assigned me to an air conditioning company. And three hours later, the air conditioning company reached out with the date. It was on a Wednesday, and they came on Friday. It was very easy and simple. I've used their website a couple of times, and I've had no issues with it. Before I had the app, I would go to their website, put in the ticket, and get a confirmation and someone would be calling in less than 24 hours. It would definitely be the same day.

American Home Shield is a good service. The only issue I have is that not everything is covered the way you think it will be. I also had a situation where I paid twice to have the same issue checked because the first technician said one thing, and when someone else came out for the same service, they told me something different. But it's not a terrible service. I don't always get the results from the service that I would like. But it's such great customer service with setting up the appointments and I appreciate that. I usually reach out online if I'm not in a rush.

Recently, a technician came out for an HVAC issue. I called it in over a weekend, and he showed up after five days. That’s the longest I've ever waited. But it's the hot season right now where we have 100-degree temperature pretty much across the country so I knew they would be back long. American Home Shield is saying that they're reviewing the technician’s notes. However, it takes forever to get to a live person because the teleprompter wants to always chat with you and take you in a circle. Also, I can log in on my account sometimes, but there are other times it'll say it does not recognize my account.

As for the cost, I've watched the price increases. I know things go up with time. They're about to price themselves to me out of the market, but right now, the price is fine. But there could be a little bit better communications when the yearly price goes up. Usually, I find out within a few days to a week before that price increase takes place.

Customer service is a joke. I truly do not comprehend how this company stays in business or receives positive reviews. This is a scam. I have never had so much frustration trying to have an appliance repaired or trying to cancel something in my entire life. I literally hate this company and hope they will go bankrupt. If you want no results, constant frustration, and to throw away your money.... Then this is the company for you.

Then she came into the house. She looked at it and said, "Yeah. I can't do anything about this." This was the second time she was scheduled. The first time, she was no call, no show. When she did that, I asked for a new service provider, but American Home Shield didn't do that. They sent the same one. Then her boyfriend came in, which I thought was odd. But she told me I'm going to have to get with the app or get with somebody else because she couldn't do anything.

I was very unhappy with that. So, I sent an email about it. But nobody called me. That was really strange because we've had only good experiences with American Home Shield. I was kind of hacked that I paid for the service call, and she basically didn't want to do it. But overall, American Home Shield is a very good company. They have a couple of areas they could work on as far as calling in for customer service because we don't understand each other. There's a cultural difference that makes a difference.

If you know vendors in AHS, that's the ones you ask, and that's generally how I've been doing it. I've been asking for the vendors that I worked with in the past. The vendor that AHS picked this time for the garage door was beyond excellent. This is one of the better vendors that AHS needs to keep in our area, because a lot of times they don't do due diligence to keep and get folks. AHS needs to keep them.

The contractor responded quick enough, because when I was doing AHS, it would be, "I put it in. It was on a weekend or Saturday. They'll probably contact me Monday or Tuesday and do it Wednesday." A gentleman called and said, "We do it Monday." I was, "Wow. Yeah. We can do that." But I had a doctor's appointment." I said, "Can we try to do it Tuesday then?" He said, "Yeah. We can do it." I'm just shocked that they could get that quick. Because a lot of times the vendors have said, "We got a two-day wait," or three days. They did what they're doing. The gentleman said he had to replace some things for the garage door. I told the contractor the problems I had. They knew what the problem was before, and I thought, "This is gonna take a while." No. They said 30 minutes. They exemplify what a vendor should be.

I don't know why vendors leave AHS. I know in the past, the vendors did some time up and left. I had a furnace replaced that they had to come out seven times to sit down after the new furnace was replaced because they unhooked my air conditioning. I couldn't figure out how to hook it up. I had one before for the furnace. Because the furnace I had back then was at least 40 years old, the gentleman said, "Wwe just got to clean the jets and stuff." And when this other one came back seven times and looked at the old furnace, everything was burnt up. The gentleman who had the cellphone came, looked at it and said, "I'll come back next day." Never came back. I left AHS for two years and came back. I went to some other warranties. AHS came up better since 2022. They got halfway better in seeing if the vendors know exactly what they know in the field, and if they're qualified.

AHS sent me something recently, even though mine started in January. It was called the three and three plan. Now, they call it the Gold Shield plan. I recommended several relatives to them. The only reason why I think they sent that is try to make a loophole where they're talking about things dealing with roofing. They had in there Hawaii residents not applicable. I said, "Wait a minute. My answer is January." I already got my documents in January 13th. They sent this a week or two ago. I said that's because they hit the Hawaii, that hurricane. So, they wanted to update it quickly and say, "No. We don't cover that." That was kind of sneaky becCause there's no other reason why they would send this. I didn't request it. I compared it with the one I got. That's the only thing I saw that popped out. Hawaii residents not available for the roof repair. That’s bad.

The price goes up higher. If they can work with me, I appreciate that. They try to. I'm on a fixed income. I've seen how every year it goes up, at least, $70 annually every year. During the COVID times, they got crazy and went up 125 to 150, for annual. After that, I left. After that was when I got that furnace, and they couldn't hook my air conditioner back up. And every time the air conditioner get cut on, the furnace gets cut off and fuse goes.

I remember when I was with AHS back in 2011, the vendors would come out, take cash, and write you a receipt. AHS would fax the request over instead of call. I told others I was with AHS when they went to 2017. They said they would put down and use a credit card, and went through that with them. And the next year, they had a computer hiccup that lasted for six months. They lost all types of data.

I recommend AHS to my friends. Having AHS is helpful because, when I call them, they just have contracts with people and just send someone out. I don't have to be the one deciding who needs to come out. And most of the time, the companies they send out to our house have good reviews when I checked them out online.

AHS has benefited us, but we have to go through a lot to get it done. It takes a while to get the contractors out. And a lot of times, the contractors that come aren't the best quality out there. Their job is to try as hard as they can to not replace the items and charge it to AHS. So, you have to fight to get what you want. If you're willing to take the time and do that, it's worth having it. If we have the time to fight it, we'll call AHS, and we've kept our membership with them. But if it's something we need done quickly, or if it's something that we think is going to take a skilled service person, we don't go through them. We just pay for it out of pocket.

Funny that it's only happened to one door over the past 8 years, and we open our right side more than the freezer. They also originally labeled our claim as "Refrigerator (with freezer)," but then cancelled that and put "Refrigerator" (photo attached). They keep telling me that the temperatures inside the unit are still at the correct levels, so basically the fridge is still doing what it's meant to do. It's not doing what its meant to do if they had kept the work order as "Refrigerator (with ice maker)." We haven't seen any written notes from the Accord Appliance place, which has horrible reviews BTW, because AHS uses them and then keeps denying customers' claims.

The repair place also has extremely poor customer service, but AHS forces customers to use the company, or pay another service fee for a second opinion. We'd like for our refrigerator door to be replaced, or for AHS to pay out the $2,000 maximum for a new one, which is over $2,000. We pay for the Gold Plan, and still get cheated. I have a feeling that the technicians get paid out by these warranty companies to either lie, or keep quiet. AHS needs to be investigated, as well as their service providers.

Sears came out, replaced exactly the same parts that A-Fix did. Within a couple of weeks, started the same thing. So, I called back into American Home Shield, told them, “Okay, it's doing it again, but I do not want A-Fix out here because of the problems I had with them the first time.” They told me I had no choice. A-Fix was going to come out. I said, “I don't want them here.” They said, “Too bad, A-Fix is going to come out.” A-Fix came out again, told him it was the same thing. The guy said, “Yeah. I believe you,” and left here, put in a report saying that my dishwasher was working fine. My dishwasher is not working fine. It is still not drying the dishes. So, basically, calling me a liar.

When I called it back in, he said, “They're saying your dishwasher is working fine, but we'll send A-Fix out again.” I said, “I don't want A-Fix here. I want Sears back out. ‘Cause I don't trust A-Fix. They're not a professional, reputable company.” The rep said, “No, you're gonna have to deal with A-Fix. And if he proves that your dishwasher is working fine, you're gonna pay another 100-dollar service fee.” I said, “You know what? Whatever.”

Then, the next day, I said, “I don't want to deal with A-Fix. I don't want to deal with American Home Shield again. I'm canceling my policy when my year is up." So, I just canceled it. I don't want to deal with A-Fix. I don't want to deal with American Home Shield again. I'm dealing with my dishwasher not drying my damn dishes because I'm tired of being called a liar.

They came back and said that I had to pay $2,000, that American Home Shield was not covering it due to normal wear and tear. But the plan says that they cover things due to normal wear and tear. American Home Shield would not tell us exactly the dollar amount of whatever they were covering. The rep said that's only for members to know, even though I am a member. If you decide to take a cash out instead of paying a technician $2,000, then you don't really know how little in comparison to what they would have paid to fix your system they're actually giving you.

I'm working with another local agent whose prices are much more reasonable. American Home Shield’s price per pound of refrigerant is $125. The local technician is $60 per pound of refrigerant. Because I don't have the platinum plan and I have the silver plan, they'll only pay $10 per pound of refrigerant so I was paying $115 per pound of refrigerant. The repairman told us that we'd have to drain all the refrigerant in our system in order to do the repair, which is untrue per the other local technician. It's got to do with a pressure switch and the pressure switch is a screw-on. You can just unscrew it and screw a new one on without the refrigerant leaking.

I couldn't get anyone at American Home Shield to answer the phone. Apparently, that's a consensus across the internet, that once you start a claim, they don't answer the phone and they won't call you back. I'm gonna cancel my plan, but apparently, that goes the same way. If you tell them you're gonna upgrade your plan, then you get someone on the phone immediately. You chat through text, and you get through faster that way.

I had ice in the refrigerator and nothing in the freezer. I did as he said. I left it for the week. He called me the following week, plus a day or two, and said he would be here the next day, that the parts had all come in. He came, installed the new seals, took out the old ones, took them to the garbage can, left everything perfect. Told me to go ahead and close the doors, don't put anything in it for at least 24 hours. Put a bottle of water in the freezer, and see if it actually froze, and to check the refrigerator and make sure there was no ice in it. I did that, and everything has been running beautifully.

I called Titan because I wanted to know if they covered the contents of what I lost, because I lost about $400 worth of meat in that freezer. I just bought two big things of ribeye steaks and had them cut into individual steaks. I had some rotisserie chicken in there, and some puff pastry. I lost a lot of stuff. However, they said they didn't cover the contents. They said, "Look at your policy,” but they were very nice about it. They said it doesn't cover the food, so I said, "Oh, okay.” But everything went very smoothly. The only way I heard from Titan other than my calling them was by text message. They got it done. Everything went perfect. Titan showed up, did what they were supposed to do efficiently and in a timely manner. I was very pleased.

The process felt unfair, inconsistent, and very frustrating. It gives the impression that the company is happy to collect monthly payments, but when it comes time to provide real support, they look for reasons to deny the claim. Based on my experience, I would not recommend American Home Shield to others. This experience has left me feeling misled and taken advantage of.

Moving forward we are waiting for them to send someone or for someone to call us and they never did, I called back on July 9 @14:02, just to found out the request was never place. I'm very angry that AHS play me. They try to fix their mistake and I told them no.. And the person we spoke to the 2nd time on 7/3/26 @ 11:am, did not even record that we called back the 2nd time. I'm telling you these off brand people AHS is a crook from above, I will be cancelling my service. Good luck if you are using them,, I don't have time to play with these off brand humans, I pay every month and therefore. I should have been treated with some respect, not play with.

Another issue I’ve experienced is the company they assign for my requests usually have poor reviews and once it’s assigned they will not change it. I’ve had a few bad experiences with the company assigned wanting to charge me $500 extra for a garage door spring that broke because they said they had to switch out other parts and refused to just repair the 2 springs. I had another company (of my own) come out and they changed the springs saying nothing else needed replacing. It’s been working like a charm.

Another time AHS sent a guy out to look at my garbage disposal and when he arrived he went to his truck and came back and installed the cheapest disposal I’ve ever seen! It’s a toy! Minimal horsepower. We don’t even use it anymore. We’ll have to have a professional replace it next time. AHS would do nothing. Plus, having my sister with them too, we compare our experiences all the time and information she’s given differs from information I get which tells me the representatives are also not trained uniformly. It’s been a very frustrating company to deal with.

American Home Shield is handy when you don't have someone in the home to do the things that you need to have done. But they can do better with their coverage for what people pay and not rip people off, which happened to my brother. There was an issue with his water heater and it's supposed to be covered and they wanted to charge him a ridiculous amount in order to get it done. So, they gave him a payout instead. It still wasn't enough to cover what he needed to have done. But he had already paid for so many years into American Home Shield, it's ridiculous that he then had to do everything on his own anyway. It was just disappointing. But there are all those little loopholes with coverages.

I called American Home Shield and told them that I was very displeased. They told me to give them one more chance and that they’ve contacted them and know it is urgent that they show up. The following Monday, around the same timeframe, I had to take another day off. I got a text saying the technician was delayed and would arrive between 5:00 and 6:00, so I was frustrated but at least I had some kind of notification.

Around 3:00, I left for just a minute to pick up my kids from school right down the street. One minute after I left, I got a text saying they missed me. They took a picture of my empty driveway from the street. So, I'm assuming they never even got out of the truck because they didn't knock on the door or ring the doorbell. After that, I called American Home Shield pretty irate. Trying to make everything right, they closed the ticket with Sears and sent National Platinum Services instead. The techs came a couple of days later and fixed my washer and dishwasher. I also put a note on my American Home Shield account that I do not want any repair service with Sears under any circumstances.

When submitting a claim, I usually go through the app and pay the fee. Then, they and the vendor contact me. We schedule an appointment and the tech comes at the agreed-upon time. They either fix the issue or put in a claim to have it replaced. American Home Shield was very understanding, and I appreciate them vastly. We had big repairs that needed to get done to our AC unit, and they were able to point us in the right direction.

We saved a considerable amount of money by having American Home Shield. We had to get a whole new furnace in our attic replaced, and we paid a third of what it costs to get it replaced. The customer service was great. I could tell that they were reading from a script and sometimes you can tell there is a language barrier. But they try to do their best, and I respect and appreciate that. As long as they get the job done, I don't need a Miss Congeniality. I haven't had any problems thus far that make me lose faith in the company.

The second gentleman was there for about 15 minutes. Just from eyeballing it, he said my unit was unlevel. He had no tools with him and was very vague. I'm assuming the way they diagnosed the claim was the reason it was denied. So, I got a second opinion and found out why it was doing what it was doing. Now I'm having the whole unit replaced, and I'm paying for it out of pocket. It's about $20,000.

The main issue I have with American Home Shield is the communication. I get an email telling me to call them instead of getting details about what they found. I still don't even know what the diagnosis was for my AC unit in detail. I'd like to be able to see the documentation and have a little more communication besides just an email. I've only had two claims, and they were both denied. But I don't remember seeing an email saying they were denied until I called in. The customer service on the phone felt like they were just reading what was in front of them instead of giving me an explanation. I'm sure they don't know the technical side of why something got declined.

The app works great for submitting claims, but when I click on a claim, it only gives a small explanation instead of a detailed list. There's no diagnosis on there, so it's missing that portion. American Home Shield is useful for certain components, but not what most people think. Right now, it hasn't been great. People should go over the coverage specifics and the details before signing up.

Overall, the customer service reps with AHS were wonderful. We're covered for everything and the price is very fair. I have a two-family, so it's covering both apartments. So, it's like 104. It's perfect. Also, I can call on the phone or just jump right on their website. So, if I have to put in a request, it's very easy. I pay the 125 right online, and they set me up. It's very good. I like the way they're doing it.

Now AHS is refusing to cover installation, although the contract clearly indicates that microwave installation is covered and there are no exclusions included. They sent a letter dated 6/17 but postmarked 6/29 that they're denying this service because "Section 7, Item No. A of the contract states: 'What are the general limitations and exclusions that apply to your coverage? To the extent the following general limitations and exclusions apply, this Plan Agreement does not provide coverage for the following: costs of Construction and Modifications Limitation. Unless otherwise expressly stated in this Plan Agreement, we will not pay for costs of construction, carpentry, restoration, or any other Modification(s( within the Covered Home. In addition, this Plan Agreement does not provide any coverage for any Modification to any item that is not identified as a Covered Item in the Plan Summary."

Pardon me, but drilling 2 holes to install a bracket for a microwave is hardly even remotely related to construction or carpentry or any of the other such activity. Now, I can't get any representative on the line and have been on extended holds when I call so that I could file an appeal. I cannot file an appeal with AHS and can't get anyone to talk to on this matter.

The technician showed up earlier than expected. He was already at my house before American Home Shield called to tell me he was on the way. He worked hard and couldn't figure out what was wrong at first, but he kept troubleshooting based on what the unit was doing instead of giving up. After spending more time, he figured out the problem. I haven't had any problems since and it's working. It took about 10 hours for the house to cool down, but I was very pleased. It was the best $125 I've spent on my copay.

American Home Shield hasn't always been on point for the majority of stuff. They've tried to replace my microwave twice, but it was just a defective microwave. They gave me a flat fee, but it wasn't enough to replace it because over-the-range microwaves are expensive now. The manufacturer didn't want to cover it under the warranty. It was just a little fuse that cost about $6, but I'd pay the $125 service fee, they'd replace the fuse, I'd use the microwave for three days, and then it'd go out again. I finally told them to just give me the cash because it only lasted three days and then I didn't have a microwave again. They gave me $200, and I bought a countertop microwave that's also an air fryer. It takes up more space in my kitchen, but I'm happy with it.

I stay with American Home Shield because of the price. Nobody matches the price that they have. They don’t cover as much as some of the other ones but for the budget that I have, this is what I'm presented with. They fixed my garage door before, and my air more than once. They don't always cover as much as I'd like, and I wish they would replace an air conditioner instead of only giving $1,500, but for my budget, it works. I'm overwhelmed with joy with my experience with American Home Shield. It was a little tedious in the beginning because I had to keep calling back, but it's not their fault. They say they're same-day, but they're just booked. It's hot out and lots of people's AC goes out.

He decided it’s some trigger point from a overflow in the pan, and that's what shut out the system. He blew air into it and unclogged it, and he said it was a plumbing issue. Instead of referring it to a plumber, he wanted it hands off. He diagnosed a plumbing issue that could reoccur in a couple of weeks. I was waiting for him to turn in his report, which he said he was gonna do once he went back home. I asked him if he could put that in his report so I could call American Home Shield back but he was not willing to refer it to a plumber.

For me to call a plumber back out, I have to pay another $125. If a plumber comes out and says there's nothing wrong, where do I tell him to go? If they ask what am I looking for to do, it's gonna sound like I have no clue what I'm talking about. Whereas if the first technician did the referral, he knew exactly what he was talking about. The women who answers the phones are wonderful but they're all bilingual. How do I explain the situation to them?

When American Home Shield started, they were it in the marketplace. But till today, their limits far exceed everybody else. But their marketing is wrong. If they break that $125 deductible when they market, they would get more of the market share. Another provider's cap on their HVAC is $1,500 but American Home Shield is generous enough to include it up to $5,000. That, in the Texas market, is such a big selling point.

Several phone call to AHS and the service company, 7 months later three visits, 2 service fees, 2 repairs and still no fix. A new problem created. And a closed work order that does not reflect the reality of what is happening in my home. I have formally requested that American Home Shield authorize a replacement refrigerator, as repeated repair attempts have clearly failed to rectify the problem. As of this review, that request has not been resolved to my satisfaction.

Throughout this process, it has felt like AHS has created unnecessary obstacles rather than helping resolve the issue. Long hold times, repeated delays, and a lack of urgency have made an already frustrating situation even worse. It often feels as though the process is designed to wear customers down until they give up. This level of service is unacceptable, especially considering I pay a monthly premium and a $100 service fee every time I submit a claim. After two months without a working dishwasher, I expected far better support and a much faster resolution.

Recently, there was leak in the sink. I specifically asked for American Home Shield to give me someone local and they told me that the plumbing company in Milford is closest to me. Dominic, a local plumber in Milford, came out and took care of the issue. I put a paper towel underneath so I can tell how well it's keeping up. So far, so good. The contractors are very professional, friendly, straightforward, and black and white. When they said they will be here at 8:00, they were here at 8:00. I wanted to get out of the contract but I'm keeping American Home Shield because I've had a very good experience lately this year with them. If I get the right people on the phone and they give me the best possible options in terms of service providers, then I'm in heaven. Otherwise, it can go south. But be on top of the service call. Don't allow for time to pass by hoping that they'll get back to you when they say they would because they won't.

Now, I need a new company assigned. I've been hanging on the phone with American Home Shield and I can't get to talk to a human being for less than an hour. I left messages for callbacks but never got one. Other than that, I had a good experience with the washer claim I had with American Home Shield. The guy they sent out for that was great. He came out, did the repair, and got the work done. Everything was cleaned up in a day or two, and I was very satisfied with that.

I usually submit my claims by phone and I end up asking to speak to a rep because I need to give them some kind of an explanation. It's also hard to get to a rep which usually takes an hour at least. I would leave a call back rather than sit here and waste my battery on my phone. Yesterday, I left a message and I didn't get a call back at all. So I called again this morning and it's been a couple of hours. So they need to hire at least one more rep. I don't know how many they got, but it's not nearly enough.

I had an AC repair that the technician diagnosed incorrectly, and they were trying to charge me an extra $2,500 for the repair. I told American Home Shield the diagnosis was wrong because I had a second opinion, but they refused to send someone out for another opinion. It took almost two months to get the cash-in-lieu offer so I could use my second-opinion technician, and that was an awful experience.

I also had a water heater go out, and I was charged several hundred dollars for modifications that weren't really modifications. They were just needed to connect the water heater to the existing plumbing and bring it up to code. The plumber wouldn't install it without doing that, but American Home Shield refused to cover it because they said it wasn't needed. That doesn't make sense. It should have been a completed job fully covered because I wasn't adding anything extra. It was required by the plumber. Small things, like fixing a dishwasher, have been great in the past, but the bigger repairs have been a different story. My plan is to switch home warranties after my year is up with American Home Shield because of my experience.

I've been with American Home Shield for about four years and in 2023, I had a toilet issue and they sent a technician out at 9:00 at night. He broke the pipe connecting the toilet to the wall and never told me. It dripped all night, running down my bathroom wall and into my child's bathroom, which completely ruined the sheetrock. I called American Home Shield, but the technician said everything was working fine when he left. It wasn't because he hadn't done it right. Nobody came out or did anything, and American Home Shield said it wasn't their fault or the technician's fault. I had to pay for the damage out of pocket.

I was kind of mad with American Home Shield and have tried to cancel my warranty a couple of times. I also wasn't happy with the price because we were promised one amount, but within the first year, it doubled. When I told them that I thought we agreed on the price, they told me the prices had gone up.

American Home Shield was with AARP at the time I joined and it was a discounted rate. I had them in the beginning when I first bought my home. I went through a few other places but wound up back at American Home Shield only because it was on AARP. But now, the price is back up high. They keep going up on the monthly fee. I had told somebody to go through AARP to get American Home Shield. At least they're gonna start low. But that ain't gonna work 'cause I heard my friend say she dropped them because every time she turned around, the bill went up.

It's not what I'm generally used to as far as a tune-up goes on my system. And I realized after the fact that AHS does list what they will and won't do and most of what they won't do is what I normally have done. In the past, I contacted the heating and AC outfit here in town that I normally use and they would come out and go through the whole system, clean it inside and out, check to make sure that everything worked and there were no problems. Also, they'd usually be here for two hours or better going through the system. And just along the lines of what I thought might happen with this tune-up, but I realized after the fact that wasn't the case.

I was told pointedly I had the option of letting them do the repairs or they would cash me out for $300. And the price of my stove was just shy of $4,000. Technically, I had an option, but it was not at all a good one. I’ve been with American Home Shield for probably three years but it will not be much longer. As soon as my property is up, I'm done.

There are always super long wait times, and that would be another complaint. American Home Shield has this feature where you can push a button and it'll call you back. But I just use the app instead. With the app, you're assigned somebody immediately, and you could just call that person when you get the text message. I called back about the plumbing issue, and they said that they would do a recall to have the plumber come back out without me having to pay, but it was too late then. When I even called the plumbing company, they said no, they weren't going to do it.

50% of the time, it seems that the reps in the call center are overseas, and there's some difficulty with accent. I know they know what they're saying and they can speak English well, but it's such a thick, heavy accent that sometimes it's difficult to understand. That can be a little frustrating 'cause I'm trying to explain something.

Situations where it seems such an easy fix and the contractors should just do something but they don't are frustrating. But in the past, the contractors have been okay. I've had American Home Shield for a very long time, going on 20 years. I bought my first house in 2008, and it came with a one-year warranty. I've been renewing it over the years as I've gotten more and more rental properties. I just add it for every house. I spend thousands of thousands every year on this warranty, and it's a lot of money. The prices has increased so much over the years.

When my AC went out they replaced the whole unit appropriately. I have five properties with American Home Shield and in this one particular property, the AC goes out frequently. It's an old unit. I know it's probably pricey, but the right thing to do would be to replace the unit because it breaks down every single year. But instead of replacing it, they just do these little quick fixes, even though the technician who's in front of me is saying this is going to continue to break down over and over again.

I have kids in sports. I have another daughter that's a nurse. So, my laundry piled up. No phone calls, no returns. I called AHS. They told me to call that vendor. And then the vendor lied. It just was messy from the beginning to the end. Long story short, I told them, “Just close it out. I don't even want the washing machine. I'm gonna get rid of it because we're looking at week three.” I'm not waiting. I'm gonna just go buy me a washing machine. And I asked American Home Shield to just close it out. I wasn't very happy with a lot of steps in that process. I think it could have been handled better.

He brought me outside where they had dented the new device. It was dented and scratched up. So, he just said that he was gonna bring it back. So, I called American Home Shield on that day. I must have talked to 10 people. They never got me over to the right department. They just kept saying, “You have to talk to somebody in sales.” But every time they transfer me, it wasn't just one transfer. So, I had to repeat my name, my date of birth, and my email address. It was very frustrating. I was on the phone for like an hour and a half. Finally, I just hung up.

I called back, and I got to the right department. The lady got smart with me. I was trying to explain to her what was happening and she basically said, “I'm trying to give you information to try to fix this, and you keep over talking me. And we both can't talk at the same time.” So, then I said, “Okay.” There was a lull in a few minutes. But I didn't wanna hear anything else that she had to say, so I said, “Can I just have a supervisor?” She put me on hold for about five minutes. Then she came back and said, "I put in a ticket for you to have a supervisor. Just know that you're gonna have to speak to somebody from our department,” which is the sales and applications. I never got a supervisor back.

I called the next day because I got an email from the company stating that they were in lieu of the dishwasher and the damage on it and they would be sending out another dishwasher and the representatives would get in touch with me once they were on their way. So, I called into the department and told them what the whole problem was. The rep said, "Well, yeah. That's right. They're just technicians, so they don't do that. We normally have it coordinated with one of our technicians, a plumber. And that plumber will take that item out or put it back in.” I said, "Well, when they said that the first time that they didn't do it, I called a plumber that I know.” She said, "Well, let me put you on hold and see if I can get a technician and they can come out.” I told her, “You're gonna coordinate? You should have told me that ahead of time so I would have been prepared.”

The rep told me that she put in the ticket for the technician, so they should be calling me back, and that they were not answering the phone at that time. She said, "But I'm also putting in the note that if you don't get the technician, you'd get your own plumber ‘cause you mentioned you had your own plumber. You have to get your own plumber to put it in. Then we get an itemized bill from him. And we'll make sure that you're reimburse that.” That was how it was resolved.

The plumber called me yesterday and her name was Denise. She said she was a technician and asked me, "Have you gotten the device yet?” I said, "No.” She said, "Well, we're the tech. I'm the technician that American Home Help has hired. And once you get the device, let me know. And I will call you. You can call me back, and we’d come out and put it and dispose of the oven.” So, I asked her, “Was that the number I'm supposed to be calling?” She said, “Yes.” I wrote her name and number. So, I put it in my phone. Then when they text me and say they're on their way, I'll call her. She might be busy, but she said I can leave a message. It is sitting here until they can come. She can come and get it out and put the new one in.

It took forever. K&S had to order the parts. And what I didn't like about it is what they did on my bathtub. Where the hot and cold knobs are, those things were leaking. So, they had to put new stems on it. There's a decorative chrome trim that connects to the wall. They didn't even glue that back on. I said, “Sir, are you gonna glue the little faceplates back on?” He said, “Home Shield doesn't allow us to do that.” Even if Home Shield didn't authorize it, the dude could have did it or just to complete the job right. I feel every time I use the warranty with this one, this brand or that brand, it's always not quality work by any means.

I got a second opinion and the techs came, diagnosed everything and took their time. They told me I'm gonna need a capacitor and Freon. The American Home Shield people should have diagnosed it, told me what was wrong with it, and found the solution to how they're gonna fix it so I can have an AC. It's 95 degrees in here and I have a newborn in the house. These people didn't care about that. The second-opinion technician is looking into it and they're in the process of fixing my AC for me. But I'm not gonna deal with American Home Shield now. Probably next week I'll cancel it because it’s not right.

If American Home Shield is staying behind their name, they should consider taking care of the customer and not trying to get the customer stuck with a big bill. They should come out with a better solution than sending somebody out who seems like they're trying to avoid using the warranty to cover the cost of the equipment. Instead, they're trying to get me, the customer, to pay the contractor. They're making the contractor's money, but they're not taking care of their customer. I don't have any issue with the customer service. They're on point. But American Home Shield did not meet their end of the bargain and didn't cover anything for me at all. So, I have to pay out of pocket and find somebody to take care of it for me. As a customer, I'm expecting to be taken care of as far as what I need for the service. So, that part of the experience is bad.

They said they're not gonna paint the wall. They'll just get somebody to do the drywall. I was waiting but no one still had been out here as of yet to replace the wall. American Home Shield gave me some company but that company never called me back to schedule. I had to call them. When they called me, they scheduled, but they never showed up last Friday. They said they forgot to put me down. I called American Home Shield and told them I don't wanna deal with that company. They sent me another company and they are supposed to be coming today at 9:30. That's been ever since April the 7th which doesn't make sense to me. I’m doing my part as a customer. But the business is not doing their part as a business. That's so unfair.

I've had American Home Shield ever since I got my house in 2015, and we never had any problems except this time. I'm paying almost $80 a month and I call them once every two years, if that much, so where is my money going? A lot of people are saying just drop American Home Shield, and to save money and just pay the folks when they get here. The people were nice, but I'm not pleased with American Home Shield. I'm spending too much money every month but not getting treated with the service that need to be provided.

I asked American Home Shield to get the next company out for a second opinion. They came out and said the water heater is bad. They see a little bit of a leak, and initially, they said the PRV valve wasn't bad at all. I told the guy the last company literally came out here and told me it was bad and that it was so high that I'm gonna cause pipes to break in my house. I asked this repair guy to check, but he said it didn't matter if he checked this or that water hose. It's still gonna be the same. I asked him if we could just do it for peace and sanity of my mind because something doesn't sound right. So, we went to the backyard, and he checked the hose back there. And it was high for him, and I saw it. But it was way different than what it was when the other guy had tested my water hose.

The repair guy wrote the report up and said that the PRV and the water heater were bad. But American Home Shield denied me on the water heater and the PRV valve was secondary, and it's not covered. So, now I'm upset because the guy initially told me that my PRV valve wasn't bad, but because I persisted and was insistent on him checking again, it turned out bad. Now, all of a sudden, I just screwed myself. So, I paid $1,600 to get my water heater changed out of my pocket from somebody else, because it was higher to go through American Home Shield and the company because they weren't gonna cover anything.

American Home Shield sent the third company out, and the repair guy said he didn’t know why I was being told these. He asked if any of them ever checked my water heater pressure. I said no. He said he checked it along with the three hoses and the water heater and all of them are within limits and none of them are issues. So, now I'm really mad. It's easy to file a claim with American Home Shield, though on this last incident, it took me four extra phone calls to get my claims refunded and my rate dropped. It was super high compared to my neighbor, whom I recommended. His was super low compared to me, who has been with American Home Shield for many years. I'm on a temporary price right now and I like it. If I were going off this price, it'd be great. But I've not been paying this price.

I recommended Cinch to my neighbor when I was dealing with my water heater. By the time I got done with the bad situation, I called him back and told him I was sorry I got him to sign up and wished I had never recommended them. It seems like every time I've called them to come out, they've always found an excuse not to fix my appliances or issues. It's always something in the fine print that they use to say they can't cover it. At times, they feel like a scam, and that they just go through the motions to figure out a way to deny your claim. I only got covered from my garbage disposal, and everything else has been denied.

We went down into our basement to show him the boiler. This owner of the business is not a small guy. He's a tall guy and heavy set. He sent his associate up back to his truck. We weren't even sure, but he kind of blocked a stairway from us walking up the stairs. So, we were stuck in this basement with him while he had his associate going to the truck supposedly, when we don't know if he was walking around the house looking for things. That kind of made us feel uneasy. We're not saying they were going around stealing things, but to us, it didn't make us feel very comforting that we had possibly somebody unsupervised walking around our house. So, that was another thing.

We asked for an itemized receipt or some sort of paperwork that's showing us what he diagnosed, what needed repairs, and a listing of all this and all that. This was over the phone a couple days later, and he started to get really rude with my wife, and started talking over her, wouldn't let her finish her sentences, becoming really rude, and almost just kind of insinuating that she had no idea what she was talking about, and that he couldn’t provide an estimate. We weren't even looking for pricing breakdown. We just wanted a listing of what he told us needed repairs because he kind of rambled off, “This is what you need done. Repair this, that, this,” and we couldn't remember. We were trying to get a listing of what needed repairing, so that we could budget for us. We're getting married on Sunday, and so, at this current time, we couldn't afford to obviously pay for the repairs of whatever was wrong with the boiler.

We were just asking for a listing of everything, and he was refusing to give us that, refusing, telling us that she had no idea what she was talking about. He couldn't provide it, and then it came to the point where she was just like, “Listen, this is not a productive conversation.” He got really abrasive with her to the point where he hung up on her. To this point, we are still waiting from his company. They have to submit a report through American Home Shield that's showing like a breakdown. We're not able to move forward with another service provider through American Home Shield because their company is refusing to submit this report to close out this service request, so we can go find somebody else. I've called them multiple times. We've called American Home Shield multiple times. We haven't heard anything from them.

When you call American Home Shield and you speak to someone, at the end of the call, there's a survey. She held on to the call so that it wouldn't be a hang up and I wouldn't get transferred to the survey. I continued to hold on to the call. It was like a standoff. She ended up just transferring me to someone who speaks another language. It was slick for her to not let me get through to the survey. But other than this lady, the customer service with American Home Shield has been pretty good.

On the first visit of the five visits, the repairman asked me to give him a review, and I gave a good review. He told me that he'd come back because the HVAC was still not working. I contacted him on Friday and he said he would order a special part and bring some help. Yesterday, when I called to get an update with the part and him coming to visit, he didn't respond back to my text and didn't answer the call. I texted him this morning and he responded. He said he'll let me know something when he knows something and that's where we're at now.

I went ahead and created another service request last Friday for an electrician. Although the initial repairman is an HVAC guy, he was saying that it's an issue with the wires. He's been consistent with that each time he's come. But he discouraged me from opening a service request with an electrician through American Home Shield, saying that this isn't something that an electrician could handle. Yet, and still, he's been telling me it's an electrical issue.

This one where someone's coming out tomorrow will be my third service request for an electrician. I canceled the other two because he suggested that I cancel those other service requests, that this was only something that he could fix. This time I'm gonna keep the service request with the electrician to see if they can figure out what's going on with these wires because, apparently, there's a fuse that continues to blow. I have no knowledge of HVAC or the electric part of it so I trusted when he said that he could handle it. But at this point, I'm gonna go ahead through and have an electrician visit and see what input they can give.

The technician who came out knew exactly what he was doing. He was a consummate professional. He was friendly, very knowledgeable, answered all my questions, and was very competent and amenable. The product works fine, and I'm very satisfied. Having the coverage means having the benefit of not having to do it anymore. I'm 81 years old. I used to do all the maintenance in the house and the garage myself because I wanted to save money, but I'm tired of doing it now. I'm still updating my house, but you can't be an expert in everything. I'd learn how to do something, buy all the special tools, and then never do it again.

I had a leak in one toilet, but I didn't pay much attention to it until the water company called and said I had used 25,000 gallons in 60 days instead of my usual 4,000. I live by myself, so I knew something was wrong. I started checking the water meter and turned off the valves at the toilets. The next day, I had still lost another 200 gallons, and I realized there were two leaking toilets.

When I called American Home Shield, I first reported one leaking toilet, but after I found the second one, I called back and told them. They changed the work order to include both toilets, and it didn't cost me extra. I thought they were going to charge another $125, but because they were both plumbing issues, they added them to the same work order. I’d rather talk to customer service than use the automated system. So, I just keep asking for customer service until they finally connect me with a person. I'm very happy with the results, and I hope they continue.

I've had people who have had American Home Shield, and they canceled it because they never used it. I get that. But I like the peace of mind of knowing that the things I can't fix are covered and someone can come out and get them fixed. But sometimes, the quality of the people who have come out has been sketchy. The website is easy to use, but you can't say you have two sinks that are broken. You have to call it in. The customer service reps do a good job, but sometimes it's hard to understand the person at the call center. Price-wise, American Home Shield is getting too expensive.

American Home Shield said they would send me somebody, and they sent me someone from Sears. Sears then called to make the appointment. I was very pleased with the scheduling. It worked out on the right timing. The gentleman that came in and looked at the machine knew his business. He told me he was gonna order some parts and also let me know date when the parts would arrive. The parts were here a little bit earlier. Then Sears called and let me know they could come in to fix my machine a day earlier. They came in a day or two earlier, and everything worked out fine.

So far, the washing machine is working out pretty good. I have not had to call them back to fix anything. One time, I turned it on and I had to just turn it off. I've been told this by Whirlpool, when I had a problem when I first bought the machine. They told me just turn it off and disconnect it, and that will reboot it. I did the same thing, and it worked right away. But that was the only incident and I might have caused it because I turned it from quick wash to colors, and the switch threw off my sensors. I disconnected it, rebooted it, and just reconnected it again. It's been working ever since they fixed it.

My sister in San Antonio referred me to American Home Shield. They told me that they would credit them for having referred me. But when I asked my sister if she ever got a credit, she said she never got anything from American Home Shield. She said perhaps it's because the account is under her husband's name and phone number and not hers, and I didn't know that. When I signed up, I submitted her phone number, but the account is not on her phone number or on her.

After that initial attempted tune-up and then looking at the repair, it took over a week to get results back on what the next steps were. And I was calling to follow up. They claimed pre-existing conditions, and that's not the case. The units were old, and we knew that, but they worked. So, they denied my claim. And I raised havoc. I called and called. I tried to be nice, but overall, I got along with most I spoke with. I went as far as I found the CEO on LinkedIn, and I sent him a message. The next day, I received an email from a department. And now they're waiting on me, and this is my fault.

We replaced one system. My significant other is six months pregnant. And we had to get one fixed, at least my window units- we had to do something. So, they escalated it. They sent me an update back, and they offered to pay 900-some dollars towards one new unit. Then 1,200 and some. I said, "We've already bought a new one." And we also went ahead and got a matching furnace for that system, just in case. I said, "Can you just put the money towards the one we already replaced on top of that for the other? And that way you're not losing any more money, and it's still doing what I feel is right by us." And they've asked for the invoice. They can have it, but I mistakenly threw away the paperwork. But I'll have a new invoice today.

But prior to the threat of the lawsuit, they asked for my entire home inspection. I did send them the AC part section of the home inspection, because that's not on the contract. And they tried to say they wouldn't honor it. I didn't care to fight. It is what it is. Hopefully, after I send them this invoice, I'll have a more permanent resolution by Thursday. It's a really good deal on the system either way. The people you speak with on the phone are very nice, but they also can't really do anything for you. But American Home Shield, they're really shitty. It's been frustrating.

My frustration is not with the service fee but with the lack of accountability. Customers do not choose the contractors, so when a repair fails shortly afterward, American Home Shield should stand behind the work performed by its vendors. I also reached out directly to the original HVAC company in hopes they would return to address the issue. I encourage American Home Shield to improve its contractor oversight, require vendors to stand behind their repairs, and empower customer service representatives to provide meaningful solutions instead of scripted responses. As a loyal customer of nearly two years, I expected better.

Having American Home Shield, I like that I don't have to go shopping when there's a problem. However, they keep going up on the price every year. Also, when I first started with them back in 2010, they answered the phone, and they took care of the problem right away, but now, that's not true anymore. You get to talk to an AI bot, and they send somebody out. You don't get to choose or say anything. You don't have any input at all. When I had an issue with my refrigerator freezer, the resolution was almost two months.

Essentially, when they came out, they charged me the full price that they do for that, $100. But it was a small little thing that they came and did, and they ignored the rest of the stuff. I felt like they didn't do their part on the end to document it very well. Also, they didn't try to help me to make the situation better.

I had sent pictures of all of the things to them, and I was texting before they came out. I said that somebody could come back out to take a look at the things that they missed. But they said, "It's going to be another service call that we're going to charge you for.” Overall, it's really bad. They didn't really help. They keep telling me, "Oh, this is what it is.” It's pretty disappointing.

Out of the three things, only one thing was repaired. They didn't even do anything. They were trying to charge me more for them to come back out to take a look at them. I would like a refund for that service call. But they refuse to do that, so I'm just disappointed. AHS has to be worth it. If it's not worth it, why would somebody be a member?

Also, whoever their representatives are, it seems like they are overseas. They're not fully able to communicate, seems like a limited vocabulary. That was a frustrating part as well. And the other thing is, I was expecting them to at least make the situation a little better, however they can, but it seems like left high and dry.

The first time I called, it must have been like 28 minutes, and then I had to hang up ‘cause I was working from home. Then the next time I called, it was about half an hour. Again, same thing, I had to hang up. Then next time I called, it was close to 38 minutes, and I hung up. In the end, I had to go to the app and text, and somebody texted me back, and they issued the service request again. But the thing is, the one and a half hours of my life were wasted trying to reach American Home Shield, which is not a good deal. There should be a representative when you call, and when you’re trying to reach out to companies, somebody should pick up the phone, ‘cause this business is only done through phone. There is no office that I'm gonna go to.

I had one water heater replacement job. They gave me 500 for it, which doesn't even cover the cost of the water heater, let alone the installation costs. The company that they're working with is called My Cousin Vinny. That guy wanted to charge me $1,800 to connect the water heater. The water heater was like $700. So, the 500 didn't even cover the water heater cost, which it should have, but that's all they gave me. It was non-negotiable. So far, my experience with AHS hasn't been good.

Our garage springs were broken and AHS said they would send some third-party agent. They wouldn't be able to repair, and we have to do the modification, even though the parts are available in the market very easily. They wanted to remove all the existing hardware for the springs and put new ones for exterior springs. They quoted $600 for that one.

Before signing up with AHS, let them go through every appliance you have and let the customer service representative explain what is covered and not. They will say everything is covered but when the actual problem comes, they will say, "Under section xyz, it is not covered. Under section abc, only this much is covered." No one reads all those documents.

The second technician came out, spent more time here, and diagnosed the problem with pretty similar wording to what the first technician said. He said, “I'll put the notes in. And if American Home Shield approves it, I'll order the part, and we'll fix it.” That went pretty smoothly. It took about a week for the parts to get ordered and then scheduled them to come back. They came back to fix it. It took a couple of hours. I came down and the technician showed me that the drum was indeed working. I said, okay. But it went downhill after that. I went to use the machine later that night. The cycle ran for 15 minutes, and all of a sudden, I got this weird alarm. When I went to look to see what was going on, there was water everywhere. It flooded a portion of the basement.

I called the second company back that night. I knew that they were closed, because this happened about 8:30. I said, “I don't know what happened. You guys were here. Water was not the issue. It wasn't leaking, so something happened during the repair. I need you to call me back first thing in the morning.” I called American Home Shield and after being on hold for 45 minutes, I finally got a person on the phone to explain what was happening. They said they were gonna put in another ticket. I had to call both American Home Shield and the company again the next morning to say this repair wasn't done well or wasn't done correctly. The company did send somebody out.

The technician told me that several screws were not tightened properly. It was loose. So, apparently, that caused this leak. I've since had to rip up my entire basement. I have no carpet down there. I've had to pop the baseboards off. I called my homeowner's insurance, and I explained to them what happened. While they are paying a portion of the damage to my house, they were gonna try to recoup that payout from the contractor. I am annoyed at American Home Shield and how they handled the situation. If I'm using them as my warranty company and they're telling me that I have to use their people. I'm relying on them to send somebody that's going to do the work and do it well without causing additional damage to my house.

I had a small problem. AHS said, "We'll send the company out.” I tried to look the company up on the internet, tech reviews, but I couldn't find the company name. But I thought, "I guess it's okay.” I've used AHS before. I never had a problem. The company came. I described the problem, that the water kept running. I said something's wrong inside the tank. The water keeps running. I went into the office, and after seven minutes, they said, "Okay, it’s fixed.” “That was fast.” I went in and said, "It's still running. You didn't fix it.” They said, "We put a new handle on.” I said, "But that didn't fix the problem.” I spent probably three weeks on this. I kept calling AHS to say the company did not fix the problem. They were very unprofessional. I couldn't even find a review. And AHS kept telling me that there’s nothing they could do about it. I had to use that company. I asked another company, and they said, “We can't do that.” It went on and on.

Finally, I escalated. The managers would promise me, “We're gonna give you another company.” “They would come back. I would call three days later. I wouldn't get any notice of anything. They'd say, "You have to use the same company.” This went on for a couple of weeks. They would say, “Just give us till tomorrow,” whatever. You call back the next day, late in the day, and it's, "Oh, no. You gotta use the same —" over and over. It's not a big request. I’m not asking for a whole new heating system.

I made up my mind. I tried calling their headquarters, which routes you back to the same group that I started with. Some guy said to me, “I see what you're going through. I'm gonna take care of this for you. I'm going to assign you another company.” That's what it took. And the next company came out and fixed it in 10 minutes. I've been with AHS since August of 2020. They were fine before. Something dramatically changed. Last time I used them was last year for a small thing, but they were fine. The whole process this time, all of a sudden, changed. I don't know what happened. They clearly it, but it was so aggregating. And only because somebody finally took sympathy and said, “I'm going against the process here. If they ask me about it, I'm just going to say, I can see it's been going on for weeks. I see all the notes. It's ridiculous. It's a waste of our time and hers.” I'm thinking of looking for another company.

When I called back to know the status of the claim, they told me that the technician said it was the coil that’s the problem in my AC. Prior to them coming out, I had called about one or two people. They said that working on that AC is just a waste of time. When they mentioned that the technician said coil, I said, “Coil? That's not what he told me.” I asked, "Okay. What do I need to do about this?" They said it's either I pay them, Beaches Air, about 2,200 for them to come work on the AC, or I take the cash in lieu, which is $600 for the coil. And $600 for an AC unit is like nothing.

I stressed about it, and I pleaded with them, “Can you guys send us a different vendor? 'Cause this is a clear misdiagnosis. It was not the same as what he told me.” They refused. I said, "Let me speak to the escalation team,” and I spoke to one of them, and still saying the same thing. I said, "No problem. If they cannot send out a different vendor.” "What if I take that cash and fix the AC, and then the same thing- it's still having the same problem? What happens?" They said that I will be responsible for doing that on my own. I said, "I'm not getting the services that I need here." I'm going to take the option that they gave me, which is taking that cash, and then figure out what to do on my own. And I called to cancel my account with American Home Shield yesterday.

American Home Shield attempted to get out of paying for anything the first time. So, that is bad business. It's fraud, practically. The second time, I asked if it would be better for them and for me to get a new dishwasher. And two different people said it was possible, and I would be given an estimate for the so-called cash out. American Home Shield apparently lied to me because it turned out the parts had already been ordered for the replacement before I received communication from the company about it. So, because of that, they could not offer a cash-out option. I spent two hours on the phone with people asking about this for no reason. So, in the end, it was repaired by a fellow who was perfectly good and seems to have fixed it.

Numerous people told me one thing, and it was false on the phone. So, I would not recommend American Home Shield. It was a bad experience. I’ve been with them for six years and they've done some other repairs that have been satisfactory. There were maybe three other incidents that did not have that kind of response, so this is something new.

American Home Shield did a good job and I’ve had no problem at all with them, but it took forever. I’m not the only one who has a long experience of getting something fixed. There should be a backup plan. They should be able to supply a backup washing machine that they could just roll in, even a cheap, end-of-the-line washing machine that nobody wants, so I could use it until they replace my machine. You think something's gonna break and it's gonna be fixed right away. I shouldn’t be paying 50-some dollars a month and have to wait three weeks to get a machine fixed.

Overall, my experience with American Home Shield depends on the nature of the issue that they're trying to resolve and also the actual contractor that is selected to come out. The contractors really determine the quality of service that's provided. Sometimes, you get a great one. Sometimes, you get a not so great one. It varies.

I've been protected with AHS for five years in my previous home, and I've had them another five years on a different property now. So, I've been covered with them for 10 years. With the older home that I had before, it gave me peace of mind that if something went bad, I had a way of getting things taken care of, and not having to come out of pocket 4 or 5 grand all at once. The peace of mind is the thing that makes me feel good about the service. The house now is just new, but still, things happen. So, American Home Shield's connectivity and availability to all sorts of contractors to get things done is really nice. They even offer an opportunity for you to call in and get advice from professionals before you even file a claim. So, customer service is great.