American Home Shield Reviews

I explained that to the representative and she didn't care. So I'm dissatisfied in that respect because I felt like I had to settle just because it was convenient for your company while it's not convenient for me to have to pay every month and not get what I'm paying for. I now have to use a washer that doesn't have a specific feature that I had before in the LG.

I actually thought about changing companies and I am now researching what everybody is offering currently. But they're probably all going to say the same thing and if I do have a problem, that's when I find out that what they're saying is not true.

But AHS is definitely not the worst. I am a licensed Realtor and I tell people the warranty I currently have. So far, I haven't been totally disappointed, but that's because I don't have any other company to compare it to because I have been with AHS for years.

My displeasure stems from the fact that it's difficult for me to get somebody to service my claims. It's always challenging to get somebody to come out. I file a claim and, even two weeks later, nobody has shown up. This has happened for most of the claims that I filed with them. It's usually a very long wait time before I get somebody to come out. They've also had to change the contractors several times.

They recently filed a claim for my air conditioning unit that wasn't working properly and it went to three other contractors before ending up with Budget AC. The whole process took at least a week before the first appointment. But once it was assigned to Budget AC, it took two to three days.

It's been a year since I signed up with American Home Shield. I filed this recent claim online. Somebody repaired that already but they said I might file it later because I have a problem with two different things.

I like AHS’s service. They cover a good broad range of stuff in my house. The only complaint that I have is you really can't use them for an emergency. If you have a plumber need, they have to dispatch a contractor. If it's a Sunday or a Saturday, you gotta wait till Monday.

Other than that, they've been fairly responsive. They always dispatch a company. Sometimes the company can't come for a day or two. But with Maselli particularly, because I have a relationship with them, I call them and they're like, “You're a customer of mine as well as an AHS customer of mine. So we're gonna do our best to get there as soon as possible.”

A hot water heater went in my old house. On that claim, I took the payout. They came and assessed very quickly, but they were a week out to repair the hot water heater and that doesn't really work when you have no hot water. So I took the money and paid my own plumber and I got the check. 

I had a dishwasher that broke as well. They couldn't fix it, so they offered me money to replace it. I took the money again because for them to go order it and have somebody come back, it will take some time. I can go to Home Depot and it could be here tomorrow. There are just certain things like that that I prefer to take the money and get it done quicker than wait for them to order and have somebody come back. But other than that, they've been great.

Original Review: July 26, 2025

On June 12, 2025, I sent in a service request to have my HVAC unit looked at because it was not functioning properly. The contractor came out in June 16th and said the condenser and evaporator coils both needed replaced. They sent the quote over to AHS and it was approved but I was supposed to pay $ 500 out of pocket for non-covered costs. I got a hold of AHS via chat to have someone explain what wasn’t covered. I was told my unit was being “modified”. I still don’t understand how replacing broken parts with new parts is modifying? But whatever. The technician ordered the parts. On June 23rd, I noticed on my AHS app it said service complete and another claim was canceled. So I contacted AHS via chat again and the agent said, "Don’t worry, the contractor has ordered the parts, they will arrive on June 27 and then they will reach out to set up the repair date."

The 27th comes and passes, I hear nothing. I wait a few days, and contract AHS via chat again on July 5th and was told by the chat they will email the contractor and wait for them to respond. Nothing. I contact AHS via chat again July 8th, was told the same thing. Finally, on July 10, I get a voicemail from the contractor stating they will be out to fix my HVAC unit on July 17th. That day comes and goes, they never show. I contacted AHS yet again via chat on July 21st, they emailed and call the contractor and get no response. I contact AHS again on the 22, 23, and 24, same thing they emailed and called the contractor, no response. I contact AHS today, July 25th and I’m told my service request was closed and there is nothing that can be done unless I pay another service fee. Even though the original issue was never resolved.

Then I get an email from the media department stating the contractor we be out at my house on July 29th, but they still expect the $500. Even though there has been nothing but no communication and nothing but being swept under the rug by both the them and AHS. All of this during an extreme heat wave with temperatures above 100 degrees every day. I had to take money I didn’t have and buy a window unit so me and my family wouldn’t suffer. Even then, it is still 85 degrees in my house. I’ve been a loyal customer and this is how they treat me when I finally ask for the service that I pay monthly for. They are a deceitful company.

The first company they sent also wanted to do a ductwork reconfiguration, which would cost me an additional $1,600—completely out of pocket. I questioned this and was told I had the option to get a second opinion. I did exactly that, and the second company confirmed that the ductwork was fine and that the reconfiguration was unnecessary.

When I reported this to AHS, they offered me a cash-in-lieu payout, which took five days to process—only to come back with a lowball offer of $950. When I called to express my concern, I was met with rude and dismissive customer service reps who told me, "Take it or leave it. We’ve made our decision." Absolutely no empathy, urgency, or willingness to help someone suffering through summer heat without air conditioning. This experience has been nothing short of frustrating and disappointing. AHS seems more interested in minimizing their costs than honoring their service contracts or taking care of their customers. I feel completely let down and would not recommend this company to anyone looking for reliable and respectful service. Buyer beware!

We filed a claim for our refrigerator on December 26, 2024. After entertaining four different repairmen over the course of five months, it wasn’t until the fifth technician finally declared the refrigerator unrepairable. Oh, by the way, PLEASE BE ADVISED... AHS deducted the cost of all five trips from my "settlement," totaling over $1,200. That left me with a measly $800 to replace a $3,500 Samsung Quad Door refrigerator.

Oh wait, why not take the buyout? SIMPLY PUT, IT WAS WORSE. They offered me $457.00 for the buyout. YES, it took six months to receive a virtual card worth $800 to use at Lowe’s for the replacement. Fast forward to July 8, 2025. We filed a claim for our AC unit. The technician came out, was very professional, and in my opinion provided an accurate diagnosis. After submitting the paperwork, I received an email from AHS stating: "Action Required."

I logged into my dashboard and saw a message saying I needed to pay $891 out of pocket to proceed. Naturally, I asked why. I was told that AHS only covers $10 per pound for Freon, when the going rate is closer to $90 per pound. A standard AC unit requires about 12 pounds—do the math. Now, that story alone is bad enough. However, it becomes more TERRIFYING! As of today, my family and I are still without a functioning central air system.

Thank God we were able to purchase a few freestanding units to keep parts of the house cool, but I digress. I messaged the technician to ask when they expected to return, since I had already approved the out-of-pocket cost and confirmed it with AHS. BY THE WAY, this approval is required before AHS will even order the parts needed to repair your system. The technician then told me that AHS had ordered the wrong coil for my AC unit. He tried contacting them for clarification but couldn’t reach anyone. He asked me to try. Of course, you all know how that went... NOT WELL!

July 25, 2025 — a Friday. Assuming that happens, it’ll likely be another few days before I’m even scheduled. Best case scenario: I’ll have a working AC by August 1, 2025. Keep in mind—I filed this claim on July 8, 2025.

So yes, I know this was a lot—but do yourselves a favor and LEARN FROM THE MISTAKES OF PEOPLE LIKE ME. AHS IS BEYOND HORRIBLE, THEY ARE TERRIFYING! Please stay away—not just from them, but from all warranty companies. I refuse to even calculate how much money I’ve flushed down the toilet with this company over the years. However, July 29, 2025 will be my release date. I’m ending this EXTREMELY TOXIC RELATIONSHIP WITH AHS. I’ll be better served by putting my $65 per month into a maintenance savings account and handling repairs myself. PARTING SHOTS... AHS YOU ARE BAD ON SOOOO MANY LEVELS!

This experience has completely eroded my trust in AHS. If your home appliances fail due to no fault of your own, don’t expect much support. I’ll be switching providers and warning others to read every exclusion closely—because they’ll use any reason they can to deny coverage. Look elsewhere if you want real peace of mind.

I received a replacement quote of $3,171.19, well within the $5,000 coverage limit. However, I was later informed by AHS that my out-of-pocket costs would be $5,230.00—exceeding both the actual cost of the unit and the warranty coverage limit. When I contacted AHS for clarification, I was told they would only cover the coils and compressor (even though the compressor is no longer available) and would not cover any “modifications” associated with installing the new unit.

This is inconsistent with the contract terms. The plan does not exclude such modifications—in fact, it specifically states coverage for all associated costs to ensure compatibility. There are no known code violations at my property, yet AHS refuses to provide a clear explanation for their denial. I had to repeatedly request an itemized breakdown, which should have been provided upfront. To date, I have still not received a transparent explanation of their calculations or denials.

After conducting research, I discovered numerous complaints describing a pattern of similar denials. AHS and its contracted technicians frequently use the term “modifications” in service reports—language that conveniently allows AHS to deny claims while appearing compliant with their policy. This practice appears deceptive and deliberately misleading, potentially to reduce claim payouts.

Additionally, I was charged a $125 service fee despite originally scheduling the appointment under a promotional offer for free HVAC maintenance. When I called for a follow-up—because the technician could not complete service during the initial visit—I was told I would have to pay the fee. This is misleading and, in my view, constitutes improper billing.

In summary, I believe AHS is:

Deliberately withholding cost breakdowns to avoid accountability.

I am seeking reimbursement for any unauthorized charges and a reimbursement of my renewal fee, which starts August 1st or a resolution in line with my warranty’s stated coverage.

Even with multiple escalations a week, we find ourselves with rude escalation supervisors who can only "provide a status update" that they will provide a status update the next day. If I was the leadership of this company, I would be embarrassed. We came in with pretty low expectations, but 3 months is excessive. We have filed a complaint with BBB, and we have escalated within AHS numerous times, but cannot seem to find anyone with accountability and authority to resolve this matter within AHS.

From 7/3/25 until today, 7/21/25 I could not cancel. They kept my $125 service call fee and took another monthly payment from my bank of $59.58. They won’t refund the service charge and when I asked them to refund the monthly payment since I heard nothing from the company since 7/3 he instead told me he would waive the $50 cancellation fee!!! Are you kidding me?! I had AHS with a proper home that burned down in the “camp” fire in 2018 and they were great but now they are the worst company without any customer service I have ever had dealings with. There is no phone number to talk to the company except to sign up. After that it’s routed to the Philippines where they message the company of your needs and apparently even those get ignored!

As far as American Home Shield, I like that, usually, in most cases, I have a quick response. The customer service is horrible. It's difficult to get through to anyone that can assist me when I have a problem. It appears as if they have contracted their customer service out to another company and it appears that there's never a supervisor or someone that the issue can be escalated to that has authority to fix the problem. They have an "escalation department", but they seem to be very ineffective for the customer. If you're thinking about going with American Home Shield, be cautious. In some instances, they're a good company to deal with. In other cases, they are not.

I don't know what their policy was, but my air conditioning is going out and they have people coming out every year. The last company that they got, South Placer, said, "Hey, we can repair it with this piece, but you actually need a new system." I told them to tell American Home Shield about it, but they didn't tell them. They were trying to get me to go with them to get my new system. They said, "If you go with us, then American Home Shield gives us $3000, and we'll give that to you." I asked them if they could just tell AHS that I needed a new system. They put on there that I needed a part, and that they did that little part. I don't want AHS to send them out. They need to be careful with the companies they get. I wasn't too pleased with that. I just ended up getting my system through somebody else, and I had to take out a loan when I shouldn't have had to do that.

I’ve been with AHS for a year and a half now. The first year was tied in with my closing costs on the home. And I had a great experience the first year, so I renewed for the second year. I really like the fact that it's just a flat rate no matter what the issue is. So, that's pretty nice. It's also easy to go online, most of the time, and submit a claim and get that process started. All the contractors I've worked with through AHS have been great as well. I’ve had no issues with them.

You also don't get much communication with AHS. Then when you talk to them, they don't really know much. They're just the person entering information. I buy it every year, 600 bucks a year and 125 when they come and they've covered little stuff. Then the people that I have replacing the unit now, it looked like someone kinked it on purpose, almost like they didn't want to work on it.

AHS sent someone out to see what the problem was, but when they got there they were like, “There is no problem. The water is running. The toilets are flushing. Nothing is actively flooding right now.” I said, “Yeah, because clearly, the flood already happened.” Even while it was flooding, water was still actively running, the toilets were flushing. Everything was working fine.

They had to come twice ‘cause we requested for them to come back. We said, “We're paying you guys and you're sending somebody out, but they're not even checking to see what the issue is.” The first time, they came the next day. Then the last time, they came within two days. We requested them on a Friday and they came Monday.

However, one tech came out before. He didn't do anything to even diagnose the problem to me. It was very lackadaisical. Maybe he just took whatever was required for AHS, like pictures and write a couple of things down. But he didn't really do anything. The one before that, the communication was not good. I'm assuming that English was their second language, so it was just very hard to communicate back and forth.

We weren't getting cool air recently. It was really hot in the house. I submitted a claim with AHS through their website. I didn't have any issues with the website. It was self-explanatory. The CTAs are right there, and they walk you through how to submit the claim. The only confusion was some of the wording. I didn't know if it was HVAC or this or that. I had to dig a little bit there. But overall, it was pretty simple. Once I submitted the claim, they sent an email, too. That was fine. They said we'd hear back within 24 hours. It was pretty quick response. Since the repair, the air is working, and everything is cool in the house.

We had a situation where the first contractor couldn't figure out the issue, so they had to bring somebody else in as a contractor. But nonetheless, there was a refund or something that was required. It was difficult getting somebody on the phone that we could understand. It was just the accents were really thick. So, they had to escalate it.

The initial guy who came when I first filed the claim for them to, was always nice. He's been to our house a couple of times over the years. But when they had to do the work, they sent a different guy. The tech doesn't speak very good English. The tech’s level of professionalism is not the same as the guy who came out initially.

Another thing with American Home Shield, a lot of the people they have answering the phone, don't speak very good English. They're very nice, but I can tell they're reading from note cards or cue cards, wherever call center they're working from.

We've had other claims with the refrigerator, and it was simple and easy-peasy. I feel like they did okay with the AC as well, but it's triple digit heat in Florida. There were days where it was 104 here where I live. I needed to follow up and call American Home Shield and basically haunt them for days. From start to finish, it took 10 days.

Then I also called the Beach place, and then they didn't even like talking to customers who are affiliated with AHS. When you call over there, they say, “You're American Home Shield’s client." And they treat you like you're some second-rate person. I hope that AHS would look into it.

Advanced Drains is good. We've had them out a couple of times. However, regarding American Home Shield, it takes forever to get through to them. It's also getting to be a little costly. You're paying $100 a month just to be a member of American Home Shield. And if you have somebody come out, it's another $100. It just seems like the price is creeping up. And when you're on a fixed salary, you have to think twice sometimes.

Sometimes, it's also difficult with the language barrier. This last time with American Home Shield, they were sending somebody out that could not come out until a Thursday. And we had used Advanced Drains before so we have this card. The tech said, "I can come out on Monday." I had to go to a rigmarole with American Home Shield to give me a Monday appointment rather than a Thursday. They really gave me a hard time.

I also had a previous problem with my heating and air system. The company that American Home Shield sent replaced the system, but did not replace the condenser that holds water when the air is running. It rusted out, and they tried to claim the damage was caused by a flood in my basement, which wasn’t true. I had to get in touch with somebody higher up by writing a letter to the company’s president before they finally came out and fixed it. I even had to get a third opinion from a friend of my brother before the issue was resolved.

My experience with American Home Shield has gotten progressively worse. I have not been able to research anyone else that I might be able to use. And I've been looking for someone else because it's getting ridiculous. When I called to complain about some of the things that they do, the customer service rep read from a script. They're not listening to you. They just keep saying sorry, but they’re not fixing the problem. It infuriates me. American Home Shield should be honest about what they offer so people will know what they're getting. Because right now, the consumer is not getting a complete picture. They're telling you they cover your home in case of an emergency. And that's a lie.

So, the tech went out to his truck and got the replacement thermostat. He swapped it out quickly to see if it would fix the problem and it did. So, he told me he talked to his boss and that they would go ahead and change it without any charge, which was what they did. But they didn't say anything about the $600 I already paid for the Freon. I'm not even sure if they actually put Freon in there and it didn't really leave me with a trusting feeling. But I told them that I was upset that I paid for the Freon and that it should be refunded because that was not the issue. Also, American Home Shield should be the ones going back to them to insist that their customer needs a refund. Aside from that, even if there was a little bit of a charge for the thermostat, I don't think I should have to pay that.

A lady came in here and she introduced herself as Mary. She tapped the socket. And she got sparks. She said, "Yeah, this is closed." I was standing there where she took her time. She took everything out, new wire. She rewired the outlet. She said I have to get that updated, which AHS doesn't cover. Because it's only 25-watt and I need to get it updated to 50.

I’ve had AHS for years. Every time I’ve had an issue or a problem, AHS has sent good people. What I like more is whenever anybody’s coming - a plumber, or an electrician, they always tell me what they are doing. 

I had one bad experience with them and that was for something with my pipes in the bathroom. It was dripping. AHS sent someone out first, which tried to milk me out of money. Like, we got to tear the ceramic at the wall, we gotta do this.

AHS sent a plumber out one time before when I had issues in my basement. And they cleared it up. So, once I wasn't happy with that plumber, I asked for the other plumber. And they came out and they replaced the faucet. I have recommended AHS to other people.

Then I went to American Home Shield, and that was when the tech reached back out to me. By that time, it was two weeks later. So I canceled the service, so I didn't have to waste some money. The thing about American Home Shield is, if I try to call them to make a payment, I can get through to somebody. But if I try to call about a complaint on a claim, there was no answer or I would have a wait time of four hours. It took so long for me to get in contact with them, which was a week later. But when they push bills or a new subscription, I get inbound from there. It was easier to use their portal. That as what I used when I made the service request. But when I had to request another service, so used that again, then I had to pay another service fee in order for them to initiate the process. So it wasn’t friendly in that aspect because now I got to call to a live agent.

Other than that, the monthly fee is okay. But the service charge to dispatch a tech out is a little steep. I pay them 60 bucks a month to maintain subscription, but then I still have to pay a service fee of $100 for calling the tech out, then the tech was unable to complete the job and I had to follow up with them. That's kind of expensive.

Regarding this instance on my oven, the appliance company specifically told them what part was needed, but AHS just sent random parts that had nothing to do with it, and had to send it back, and the whole thing has taken months to get finished. It's not even finished yet. My cooktop has not even been fixed yet, so the appliance company is coming out today to pull out the parts to send to AHS so they know what it is that they're trying to replace.

We’ve had AHS for years now and I’m not gonna renew again. For years, I just paid and I never even had a problem. But it seems like almost every time I have had a problem since 2016, the companies that they send out are subpar.

Last year I needed an ice maker replaced. The first time, the guy just brought it out and didn't even look at the part before he even came out here. Came out here and jacked with it for an hour, and he said, “I don't think this is the right part.” I said, “Okay. That was a long time to figure out that was the wrong part.”

Then the second time he came out was with the part that it was supposed to have. But that didn't exactly fit, so he took parts from my old one, the one that was not supposed to be the part, and the one he brought, all three, finagled it to make it work.

There was another time that this appliance company had come out to fix up my freezer, and it was the most botched job I've ever seen. It's Axis Appliance, and they're so knowledgeable below level, but AHS still uses them because they're cheaper. AHS cuts corners so much that there's absolutely no quality.

When I had an issue with my oven, they tried to send the exact same appliance company out that I'd had two times before that did botched jobs. I said, “I am not using them.” They said they're the only ones in our area. I said, “No. There's no way. There are 100 appliance people.” So I had to argue with them to actually get somebody that was reputable. They finally sent somebody else down there. I will not be re-signing back up with AHS because they're just all about cutting corners and making a dime.

But the guy was transparent. He said, “You're going to need a new this and new that.” He said, “I got it working better, but you're on borrowed time.” Springs were worn out. The motor was overtaxed ‘cause he said the opener was a cheap garage door opener. But the garage door was way bigger than it should have been. He did his best. But if I called him back, I really don't wanna spend more money just to cash up the same shit I was gonna try to save up and replace it.

I've had good luck, though, with everybody else AHS has sent out. I've had to get plumbers come out a couple times and I've always been happy with them.

Everything has been good with AHS. The only thing, their prices went up. But I'm happy to have it ‘cause it has saved me. I've also had a water heater replaced. I don't know if I'm breaking even, but at the very least it’s paid my monthly over the course of a couple of years instead of having to pay $1,000 for a water heater. I was happy about that. They’ve been pretty good.

Then Mr. Appliance came. They had to do the diagnosis but already had the parts because Sears had ordered them when they were here. The diagnosis guy had to come back to do the actual repair.

Then we let it run for the better part of the week and it was not making ice and it wasn't functioning right. The freezer was not getting down to close to zero.

It turned out that it was a leak inside. They replaced the compressor, but there were coils that go throughout the refrigerator. Apparently, there was a leak and they deemed that it needed to be replaced. So American Home Shield opted for me to replace the refrigerator.

They gave an e-card. But the thing was, they didn't pay me for the whole amount. What they did was they took the amount that Sears charged, the amount that Mr. Appliance charged, and the parts and added them all together, and reduced that from the total. The refrigerator should have been paid 2,500. But they only paid me 1,200. Up until that refrigerator deal, my experience with AHS was 100% perfect.

They had it on file that it was blowing so much cold air or, then my tenant called me later on that day and said that it wasn't working again. So, I called American Health Shield and they got Third Generation to go back out there. They said that there was no power to the unit and that it was an electrical issue. I asked them if they checked the breakers. They said they did and that everything was good. They insisted that the problem was on something in the unit. So, I went in there the next day and I pulled the breakers out. They were blown, so I changed out the breakers. The next day, the electric electrician came in. He checked everything and said everything was fine. He said that the unit was getting the power that it needed but it still wouldn't work.

So, I called American Home Shield back. They got somebody to go out, and the next guy that went out said that the compressor was bad, and that it had dye in the Freon. I said I didn't know where the dye came from. The only people that has worked on the unit since I've had it was them. He said they didn't put dye in it and I told them that neither did I as I didn't know how to do all that. I said it worked fine up until two months ago. Then all of a sudden, it was dead in the water. He said that he was going to write a report, so he sent the report to American Home Shield.

I waited two weeks to finally get told yesterday that they were not covering it because it was due to unusual use. But there was no usage to it. I bought the house in September of last year and everything worked until recently, and now they're telling me that it’s misused and that somebody put dye in it. I don't have the equipment to put Freon on it and it didn't have a leak. It just stopped working. So, supposedly, they put a new circuit board on it. Then they put a new fan motor on it, and now they're saying the compressor’s shot and it needs a new compressor. In the mean time, I've got 2.5 months without AC and I'm dying. So, I told them that I'm tired of waiting and that they wouldn't see another penny from me. I would also tell others to stay away from American Home Shield.

I was pretty upset because I called him a couple times and he said he would send it via email. But I told him that I haven't received anything via email. When I called back, he never returned my calls. They even went to the voicemail as he was not picking up my calls. So, I asked my wife to call using a different number and he hung up on her. When I got the survey from American Home Shield, I stated that I was not happy with that person. I sent him the money, and I never received any receipt or any details about the service. But the unit has been working fine.

In previous service requests, I got emails or the persons were very responsive, called me back, and explained what they did. Also, if I had to pay extra for the work that they needed to do, they sent me a receipt via email or even through text on my phone. All in all, American Home Shield should do a little bit more of following up with the service providers. Because in this case, I got the phone and name of the service provider, but after that, I got nothing from them. Even when I called the number and he knew that it was my phone or it was my wife's phone, he didn't pick up the calls.

Today, I'm having similar situation. I have another claim and the person came out for the assessment of the issue. Then, I called the service and I just left voicemails. So far, I left three voicemails and no call back. So, I’m puzzled. This claim is for the sump pump and I need to know if it's covered because I don't want the basement flooded. And it's raining season, so I'm concerned about that. Other than that, I've been very happy with the other claims that I submitted with American Home Shield and there had been no issues. I was also satisfied with the response from the service provider and the repairs.

It's because of Band-Aiding. I pay a lot of money for them to Band-Aid stuff. We've had them since we've lived here, for 10 years now. We've had Fast Response Heating come out a dozen of times to repair some of the same things because the furnace is old. It needs to be replaced. And the air conditioning, too. Instead of dealing with the problem, they just keep replacing, which I know they're an insurance company and the goal is to spend as little money as possible. They'll find the cheapest fix for it, and that's all that they'll fund.

We just end up every year, on the hottest day of summer, when it starts to get hot enough that we actually need the AC, the AC will go out, and we have to call them and have them set up something with the heating company. Then, whenever the coldest day of winter comes, the heater goes out because all they do is they fix whatever one small, teeny-tiny thing.

They just kick the can down the road as long as they can. And that's the general attitude about the home warranty. You could probably have it just because if you're in a pinch, it might be useful. But it's not something that is a great service.

However, Chris from 24/7 went downstairs to take charge of a valve that was leaking in the boiler of the furnace. He said it was not a plumbing thing. He said that it was for a heating and air conditioning person. They came out and took about two minutes. Took them longer to walk down the stairs. They were rude and walked out and they didn't do a thing and said, "No. If we fix it, we're gonna have to charge you for it." The thing is still leaking.

I cannot get any kind of help from AHS. When I call over to see if something's covered, I can't get an answer. 'Cause that somebody is in India or the Philippines who cannot speak English. They have limited their administrative assistance and it's terrible. You're calling to get an answer, to see if something is covered and they say, "No, it's not covered."

Who do I call to get an answer, to see whether something is covered or not? Like that boiler, that should be covered. That's the water tank. They've also never paid me back for a washing machine that I had to get brand-new. We also got an air conditioner that was broken. The air conditioner we have gone out was about 24,000 BTU through the wall and they never called me back.

For my recent claim, I was having issues with my air conditioning unit. It wasn't blowing out cold air. Comfort Masters came out the next day and the AC just needed a filter. I’ve recommend AHS to my son as well.

I get that AHS is very busy, but they need more vendors on board so they can meet the demand, and people don't have to wait so long to get things fixed. I’ve even called a vendor before and they told me they were very busy and asked me not to keep calling. I have been waiting for over a week now, and these are critical appliances. Sometimes it could be a refrigerator or a washer. Other than that, they have replaced a couple of large items for me over the years. They replaced my hot water tank and my pool motor, as well as my washer. When they do replacements, they usually replace them with an equal or better model.

When you call, you get a lot of foreign people, so it's hard to understand them, and it's hard for them to understand you. So, it's frustrating when you're trying to talk to them and ask them questions. And that's a big part of the miscommunication. There was also a time when two payments were taken from my account through direct debit, and it turned into a big mix-up when I called to ask why. I’ve also had situations where I called in and some representatives said they couldn’t find my account, even though I was covered. Other representatives were able to find it, so I’m not sure if they’re using different systems or what the issue is. The online account also doesn’t update right away, which makes it harder to see changes or keep track of things.

The vendors themselves have generally been good once they get there. When the pool people replaced my pool pump, it wasn’t working properly afterward. I had to call again to get someone to come back out. When they returned, they found that one of the wires hadn’t been seated correctly during the installation. At first, the technician asked if my pool service person had touched it, which upset me because I know that would void the warranty and nobody else had worked on it. Once they checked it, they fixed the issue. But I have to keep calling and following up to make sure things get done, and customers shouldn’t have to do that. The last customer service representative I spoke with was helpful and suggested doing a recall so the vendor could come back out. But overall, the process is messy and American Home Shield should step up and make sure stuff gets done.

We've had AHS for 10 years now and we've never had any issue with them until now. And it's not necessarily them, it's the people that they’re hiring. We've had a stove fixed couple of houses ago, an oven, a couple of AC units, a couple of washers and dryers and a couple of water heaters too.

The guy that came to our house, put down that we weren't taking care of the stove, which we bought the house and the house is 20 years old. We've been there for six years, but we weren't the original owners of the house. That was like him saying the fence line was never taken care of. But the house is 40 years old and the termites ate the back of the house. How was that my fault? So we went ahead and bought a new stove. We're not gonna deal with AHS anymore. I'm not sure we're gonna keep them in service.

I've been pretty satisfied so far with the service I've gotten. They've come out, look at my dryer and my washer, and the companies they send out have been good. However, sometimes they have a delay, like three or four days. That would be great if they could get people out a little sooner. But overall, I'm very happy.

American Home Shield and the service company weren't speaking the same language. I ended up calling and got it figured out that they didn't make my compressor anymore, so we couldn't fix it. We had to do an upgrade and once that got all figured out, it was within four or five days. They did good and the unit is now running perfectly and repaired. We got American Home Shield when we bought our house in '19. Our record says we've been a member since '21, but that's not correct. Besides that, I recommend the home warranty to people all the time.

The tech who came out was really good. He also sent me the little picture and said he was on his way. He was very professional. He did what he had to do. He came right on and he did it. It’s been fine since the repair.

I’ve been with AHS for five and a half years now. Maybe the customer service could be a little bit better. They try to accommodate you. I've had an issue once before and they sent somebody out. And they just were garbage. I told them to not send them any more. They sent somebody else and they had to replace my stove. I like that about them. They didn't question. They just went ahead and replaced it.

I've used them for different things three times. And each time, it's been okay. But this last time, I didn't like the service because it took them too long. They should have an emergency situation, somebody on 24 hours standby. But other than that, overall, they’ve been all right. I’ve recommended them.

Then I had a second guy come out, and he said, "You can hear that it's a problem right here because this is making noise and it's leaked water, so I need a new boot." He came back two days later, took him less than an hour, re-did everything, and the washing machine works great.

Some of the techs that AHS has sent have been good, but some of them are just out there to make a buck and tell you that they can't do anything. I had the same thing when I had pool issues. The first people who came out were lousy. The second people came out, there was no problem, they fixed it and everything was great.

The problem is it's been leaking like a sieve that goes right straight down into my basement. The Sears guy came and he said, "Okay, we need these four parts and we should be good." He got the parts and it didn't leak when he was here. It was great. I didn't try it for a few days. The problem was it's got to run for 20 minutes before it starts to really leak because it's a gasket and tub problem.

I called American Home Shield right away and I said, "I don't want anyone but this guy from Sears. He knows what's going on." Bill came back and he looked at it and he tweaked it again and he ran it and he went, "Oh, jeez." He called American Home Shield and said, "It's gonna be about 810 bucks." They did the math and went, "Okay. We're replacing it.

The order had been placed. I looked at what they sent me and said, "This doesn't have all the features that my machine has." I said, "Can you help me out? Because my machine has this and this. The machine that you're showing me doesn't have all those features."

He said, "I'll send you another option." He sent me the other option. It was exactly what I wanted and I ordered it immediately. I just haven't gotten it yet. I got an email saying it's ordered, it should be on its way, but that's all I know.

However, I was paying $76 AHS and then, all of a sudden, in March, it jumped to $89. That was the only thing that was an epic fail. 

I spoke to a gentleman when I was calling about my dishwasher and I was telling him, "I haven't ordered my stove because our stove is 28 and all the stoves are 29." He went, "Your stove can't be 28. They only run 27 or 31." I said, "How come no one else could tell me that? I called five times about this and no one could explain that to me." He said, "I've been doing this for 25 years." 

He was also one of the guys that orders the stuff. Now, if I ever have to order anything, I can call those people and they specialize in the equipment end of it rather than the service end of it. So if I have to talk to someone about equipment, at least now I know that number for equipment.

Because I have a stove replacement as well that I hadn't ordered because I just didn't know what to do because of size. So I got a great education on that. The guy was fantastic. He was absolutely brilliant. In the beginning, it was rough. But now, it’s been A++.

When I submitted a claim with AHS, I called. And they sent someone and said they came out there to fix it. They left and said that they got a simple gadget or something goes in the back of the machine. That took about three weeks. They came in with a new computer and they hooked it up. But it didn't work. So, they said now they gotta send for another one. They came back the third time and it finally worked.

As far as the service, the wait was not good. I had to go and pay to get my clothes cleaned or washed somewhere else because they couldn't get it done. It cost me some extra money. I've been with American Home Shield for almost 20 years. For the money I'm paying, I thought I should have had a better service than that. I also didn't hear from American Home Shield. I kept hearing from Exmore. I sent an email to American Home Shield, that they should deal on my washer. But I did not hear from anybody.

When I submitted the claim with AHS, it was pretty quick. They got back to me right away online. Sent me an email, said they had gotten my request.

The rep said, "Yeah, it's this, but it's past your level now. We'll have people come out to your house. I would recommend to pay the thing and have people come over." The first tech before Ambient was this company. They tried to sell me the whole system. I was like, "That's weird."

Then we had Ambient come out, and the same thing. I took them up to where it was. The reason why I brought up that story is that they had said that when a third party company like Ambient comes out, that they would review the video and know where to start off. But both companies that AHS sent out never reviewed it.

When I took Ambient up to my area where I was having issues, I said, "It's right here." He said, "That's just air going through the filter." As a homeowner, that's what I thought originally. I thought I just had to change out the filters and it would be fixed. I said it was not there. He said, "Well, yeah. Then we're gonna have to go up in the attic."

I said, "Yeah, that's kind of what you gotta do. But I'm not gonna tell you. You're the professional. You're gonna have to find it." There were two people. When they went up the attic, they were like, "Oh, I couldn't hear that downstairs."

American Home Shield is awesome when it comes to fixing small appliances. They have fixed everything that I've needed. But when it comes to air conditioning, that's where they make their money. The more people that pay the deductible, the more money they make. I haven't had issues yet other than AC. But, it's part of the contract where it has to be completely broken.

The item, unfortunately, did not work still, so I had to call back. I don't know if it was the same claim that was reopened or if it was a new claim, but they took the item back again. Now, they just messaged me twice within in a week, saying, “Hey, we're delaying this because we had to get the part. Delayed again. But now we're shipping you the item. It looks like we had to replace the item,” because they weren't successful in fixing it.

Overall, the level of ease in using Allstate is amazing. I started the process online, but I just had some questions so I called. The person told me everything that I had already done and just to make sure. I’m old school. I can do everything online, but I still just like to make sure that there are no gimmicks or games. I called them because they were asking for the serial number. These particular headsets, the Apple iPhone, iPod, AirPod Max don't have serial numbers. So, I was making sure that they understood that there were no serial numbers on these items. They were very informative, giving what to expect and all of the things.

Other than that, I have a challenge, somehow, some way, where my iPhone and my iPad don't like to communicate with American Home Shield. So I do everything manually over the phone whenever I have a claim, though I would prefer not to. I don't mind the automated thing though and most of the time, things seem to go pretty smoothly with American Home Shield. Also, their price seem to be in line with kind of the reality of the world out there.

We can feel the cold air now but it's not even cold. It's lukewarm air coming out the system. I called them back and they came out, they said that the dryer filter needed to be worked on. Now we are waiting for the parts for that to come in. So, this whole summer, our house has been hot and it has never really cooled off. I don't think it's gotten past 79, and it only gets that in the wee hours of the morning when the temperature drops outside. The techs that American Home Shield sent were very professional when they come out. I just think that we may be getting to the end of cycle with this heating and air, because we got it originally back in 2011, so I feel like we're just putting Band-aids on it. I'm also dissatisfied that we haven't had any cool air. Right now, my thermostat says it's 85 degrees in my house.

The last gentleman who was here was very helpful. Everything that has happened has been within the last 30 days and it hasn't gone past 30 days. They've been accommodating, so I don't have to pay a fee for someone to come out every time. But it's really been an overall bad experience, because we're not getting any kind of relief. I called American Home Shield on July 5th for this last time, which was a Saturday, and the company didn't come see me until that following Friday. That was too long. They need to get more people in their system and they need to be more accommodating. My mom, who is the policy holder, is 80 years old and she's in this type of heat. We bought two portables and five fans, so we've spent so much money this summer just trying to stay cool. Also, with our home insurance, they do not cover new heating and air systems. Then American Home Shield only gives us a portion of what a new system would cost.

So the techs were awful and I left a bad review about that when I got the survey. That was the worst person I've ever had in my house. He wouldn't even take off his shoes when I asked him to when he came into the house to get to the air conditioning unit. Then when he looked at the air conditioning unit, he lied and said he wouldn't be able to test the capacitor without replacing the fan, which I confirmed with two other companies was not true. It's like he just did not want to take the time to even properly look at the unit.

I’ve been using American Home Shield now on my own for three years and I've always been satisfied. The only thing I didn't like is when my washer and dryer went out at the same time, but the system would only let me put in one. I was only able to do the washer at that time 'cause it's $130 each time I call and that was a lot. I'm still waiting to get money together to do the dryer. ‘cause I was getting ready to do the dryer, but then the air ran out, so I had to sacrifice the dryer still to get the air going. When someone's on a fixed income, it’s really tight, but there's no way I could afford to just do it straight out of my pocket. The price is not that much. It's just that when I purchased the home three years ago, I was working. About six to eight months after I made the purchase, I got ill. So, I've been on a fixed income. What I get in a month is what I was getting in a week.

There was a week when it was outright 100 degrees outside, and it was hot in my home. If I put my air on at 68, it normally gets the home up to that same exact temperature, both upstairs and downstairs. However, it was almost 80 degrees in the house. So, I thought, "Okay, it must be broke." I figured I needed freon and submitted a claim with American Home Shield. When the tech came out, he said that it needed to be a chemical clean because he couldn't read the pressure. We had to call American Home Shield in order to get it approved. We both spoke to the people in order to let them know, then they approved it. He did the chemical clean, and it was working. He said that it didn't need any freon.

American Home Shield also covers garbage disposals and I was getting ready to call them again until my friend stuck a broom handle down in there after he pressed reset, and it started back working. Overall, I like American Home Shield. I paid $600 and I got a discount with the premium this year. The service call fee went up to about 130 though, It used to be about $120, but they might have had to go up since inflation and everything else went up.

The plumber was excellent. The appliance repair tech was very professional. He was very good. But he wasn't needed. All the technicians that AHS has been sent out, we've always had very good people coming out. But this one-time, they just sent the wrong person out. We needed a plumber.

And because It was from a call center outside the US, there was a language barrier. I don't have a problem with the English language, but I felt that the person who took the call did have a problem with the English language. We've been with American Home Shield for 20 years, and that was the only time that we've been dissatisfied.

But American Home Shield is pretty awesome. Submitting a claim has been simple. Even I can do it. I use the phrase, "It's simple enough for a caveman to figure out or do," literally, it's that easy. They listen. If you don't understand something, they explain it to you in terms that it's easy to understand. They're available all the time. They call back on a regular basis and check to make sure everything's good. Probably some of the best customer service I've had in years from any big company. I recommend them to everybody. Even through this whole issue with Comfort First, American Home Shield was awesome. They went to bat for me. They made calls to make sure they got back out here so I didn't go another day without AC. I really believe that it was the pressure that American Home Shield put on them that got them back out here. All of the techs have been good as well except for this last one. I would not use them ever again. I would rather not have AC.

AHS should listen to the policy. The whole point of getting a policy is that if you have a problem, you call them, and they get it fixed, but they don't do that. You call them, they send someone out, they don't fix it, and they don't pay for it to get fixed, and then you still have the problem, and then all you do is waste time and money, and you get nothing.

AHS would either give me cash, in lieu of my refrigerator being broken, which, by the time three technicians had come out. I should have gotten $2,000 but they gave me $878, which I fought for, for many weeks with them.

I made a report with Better Business Bureau. Yesterday, they finally agreed to give me the $1,100 which would equal my $2,000. They weren't going to at first. I spoke with many supervisors who hung up on me several times because they didn't like that I wasn't happy and they didn't know how to talk to me. I was so frustrated with the whole situation because I was told that I had $2,000 for every appliance, and if it couldn't be fixed, it would be replaced. I paid well over $2,000 for my refrigerator, and $800 is not gonna replace it.

Also, there's no way to contact AHS online. And every time somebody had to call me back, it would be at least 24 hours. So, it's been since March since I haven't had an ice maker.

The timeliness met my expectations. My microwave matches with the gallery collection. But, they didn't have it online for me to order. So they sent me a coupon, and I went inside the store and purchased it with the coupon.

I haven't had a problem with American Home Shield. Only one person that American Home Shield sent to me that I had a problem with. But I don't think he no longer deals with American Home Shield anymore. They went up on me a little bit on the cost. But I can't really complain because having AHS is worth it.

We contacted American Home Shield and talked to them yesterday. The guy ordered parts supposedly, and he could never give me an answer where the parts were. He kept telling me I needed to call. And when I would call Home Shield, they said they would get back to us. Eventually, I got an email saying that the ticket was closed and the repairs were made. I called Home Shield, and they said that the contractor said that he made the repairs and that it was fixed. I called him, and he said that he couldn't keep waiting for parts and he had to get paid.

So, I had to have the ticket reopened, and then they started from scratch again. They had to come back out, look at it again, and order more parts, and it took about a month before they finally said that they'll repair it, but I had to pay so much more money, which is fine. This was all just in the last few days. I finally got an answer on that but I'm still waiting to see what they're gonna pay me. I got another email saying that it was closed because we need repairs again, and I was like, "I'm done with this guy." It was a lot of back and forth. I've had AHS for two years now. I'm very happy with them up until this year.

After 2 days I had a contractor come out who went on the roof, took pictures and said it would be a minimum of $1200 to repair. I denied this service and once again went directly to an air conditioning repairman who charged me $180 to fix my air. I don't know why I kept their coverage after my first 2 experiences, but I finally learned my lesson after the air conditioning situation. I cancelled my service and will be taking the money I was paying monthly and putting it into a slush fund for any future repairs which I think will be more beneficial.

Overall, I like the responsiveness and the promptness of hearing back from American Home Shield once I submitted the claim. Also, they sent me a very good contractor. We've had another warranty company that we were really dissatisfied with, but our experience has been really good with American Home Shield. They are very different from other home warranty companies that we've had. Usually, when you're reaching out to these companies, it's already a stressful situation because you're dealing with some issues but AHS made it much easier on us.

The second group that came, took longer to get here, but they did an excellent job. They were here within their timeframe. They were very conscientious and found the problem, fixed it, and got on their way. We were very happy with what they did.

We've had Best Care here before. So they came and they went, and that was it. But they were very prompt. They let us know when they were coming, and they were here pretty soon after we made the request.

We have had some problems with some of our workers before putting in either, again, the wrong stuff or inferior work. We also had some plumber guys come in, and they were terrible. I said those guys are never stepping foot back in this house even if we have to pay for it ourselves.

I've also had some trouble with Best Care in the past, but it all worked out. It just wasn't what we expected and we ended up having to pay more because of that. 

I still believe it's worth it to have American Home Shield even though I know the price has gone up from $75 to $100 or $125 for a service call. But that's what you're gonna have to spend just to have somebody come look at your issues anyway.

American Home Shield had my wrong email address, which they have for a few years. I've tried to correct it a few times. I finally figured out that they had sent me a notification which I had not received to accept the uncovered cost, which ended up being way more than I thought. I thought they would cover a lot more.

I ended up having to still pay 1,200 by myself, which I don't think was very good. I called customer service to try to understand this one to try to change my email, which eventually, they did. And they said that they would send out an email in 24 hours, which never arrived. I just had to create a login for myself. It wasn't very ideal to go through that.

They should be transparent about what they're covering. Because not only did it seem like I was covering way more than they were, but then I couldn't tell what they were covering and why they were not covering so many things. I would have liked a much clearer understanding.

Poseidon was very helpful and very communicative. Poseidon told me that it's possible that there are different gradations that they cover. But from my understanding, I don't think there's any tier that would have done much more within American Home Shield. I've actually considered cancelling my American Home Shield. But I might wait maybe till the next time something breaks and see how much of that they cover.

I'm still not sure if that's even worth it because for the amount I've paid American Home Shield for the last five years, I could have covered the whole cost myself anyway and just saved myself paying American Home Shield at all.

My wife was there for the service and she didn't have any complaints about the assigned service company and about how they functioned and operated. They were very timely. They took care of business and got things done as quickly as they could, which was great because not having hot water is a pain. The only thing is, they're not following up very well with getting the final inspection. I'm still waiting on a final inspection because they did not pass. They know that the inspection failed, but I haven't heard back from them as to what they're going to do to complete the job.

Then he said I may still have a leak. So he didn't check for the leak first and when I asked why he didn't, he said they didn't do things that way. But I told him that they were supposed to check for the leak first and after confirming that I didn't have the leak, they could put the Freon in. Why would they put the Freon in and waste my $400, then say I may have a leak? That means my money just went out the window. And that was exactly what happened now because the Freon went out and it's gone now. He called the person at the office and they justified his actions by saying that they just wanted to get the unit up and running again. But I told them that that was not for them to decide. That was for the customer to decide and I would decide to get it up and running, but I would rather do it right. Because now they've cost me more money.

Then, the technician went through all the steps to check the leak and started explaining them to me. I then understood why he didn't check the leak first. He didn't do it because he didn't want to do his job. He started saying it was going to take too long and when he got done with it, that was going to be about a 12-hour day. So he wouldn't get home to his family until about 10 o'clock. But that was what he signed up for and that was what he said he was going to do when he came to my house.

So I called two companies over there and they told me I should sue Comfort Pros. They said there was no way that a licensed technician couldn't tell me how much Freon my unit needed. Also, my wife is a real estate agent and currently, has a client that is suing Comfort Pros. Aside from that, when I did my research, not only did I find out what kind of Freon I needed, I found out that my unit took six pounds. And I found that out because it was on the label on the side of the unit.

So it was that horrendous experience and for the insurance that we paid American Home Shield for, I'm ready to drop that insurance because they refer Comfort Pros. Right now, my unit is still leaking. If I contact American Home Shield and they send somebody else out, I got to spend more. But I don't even trust them to send out the right people anymore. In life, if you vouch for somebody, you put your name on them and you assume the responsibility that comes with that. So I would not recommend American Home Shield because they contract with Comfort Pros.

In April, I decided to cancel my plan. Since the company’s website doesn’t clearly list a contact number, I used the online chat feature and was told my cancellation had been processed. However, in July I noticed I was still being billed. I then found the phone number through a web search and called directly. The representative confirmed there were notes about my earlier cancellation request, but claimed I was supposed to call back to confirm the date I wanted to cancel—something I was never instructed to do. I had requested cancellation on the day my plan renewed, so I asked for a refund for July. I was told, quite bluntly, that no refund would be issued. The representative then canceled my plan effective immediately, but I was still charged for July, despite no longer having an active membership.

Unfortunately, my experience reflects a broader pattern: customer service has significantly declined, and many of the contractors appear more focused on denying coverage than resolving issues. The fact that they don't allow Facebook reviews should be evidence enough to stay away.

I called American Home Shield, and American Home Shield told me I had to contact the contractor that was supposed to do the repair. I called them and they told me that that AHS was supposed to take care of that. All they did was looked at it.

I called American Home Shield, and I was told to call the people, and they told me, “The technician said that that was already leaking water," and that was a lie. I just got tired of it, and I had to get my floor back together. If it was already leaking water, water would have been everywhere 'cause I had to call the restoration people in to get the water out. I had almost 3 inches of water on my floor.

When they came in and I had the plank panel down, the water got under the panel, and then you could step on the panel and water will come up through it. So, it never got fixed. I'm sitting here now looking at the floor, and I had to go ahead on and pay for getting it done, and that was gonna be about 10 grand.

The quote I was provided said, “We sent a report to the warranty company. Unfortunately, the claim is denied. Here are the repairs I need to make.” The drain pan needed to be replaced, and the first company didn't even notice that. The quote said I needed to have a P-trap installed as well, then the quote said, “Install a safety switch and perform a maintenance service.” The safety switch is definitely an added cost that the home warranty company wouldn't pay and I don't have a problem with that, but the freon and the P-trap were not necessary. The second company wanted to charge me $1,485 and American Home Shield ended up giving me $500. They anticipated the cost for the drain pan and gave me that in cash, then I hired my own contractor and that went great.

The total charge with the safety switch was 725. It was fine, because that could have been just the safety switch. However, when I asked the contractor I hired, “Should it be cleaned? Is it dirty?” He said I didn't need freon and maintenance. This was not the first time this has happened with American Home Shield. I'm in this space. I sell advertising, so I deal with contractors and most of the people that American Home Shield hire or use have a google star rating of less than 2.5. I had a contractor that I work with that wanted to become an American Home Shield contractor. He's got a 5-star rating and they said, “We're not taking any more people.” Because the whole premise of a home warranty company is they don't get paid a whole lot and the only way they make money is to charge people things that they say are not included.

When I had a water heater replaced, it cost me $1,200. The service company told me I needed to replace things that didn't need to be replaced to be brought up to code. Contractors usually lie to people, so they can charge them something and contractors walk away with money, because American Home Shield does not pay them well. Apart from needing to hire qualified contractors, American Home Shield should improve upon taking the word of the contractor. The client doesn't necessarily know these things, but since I'm in this field, I called a contractor and asked, “Hey, do I need a P-trap installed in my air conditioning unit?”

The contractor told me I can install it, but it's not code for what I have. I have a heat pump in my house, so there's no gas. It's all electric and a P-trap is used for a forced air unit or for a water heater when there's gas. If there's any condensation, that's what a P-trap does. The second company told me it needed to be installed because that is the California code. They were telling me it is code for them to charge me and because it needs to be up to code. My problem is I can't go to the state contractor's license board with this company because I didn't pay them anything.

At another time before my AC had a leak, I had a washing machine issue, and it took the service people four visits to fix it. The first time they came out, “This is what’s needed.” When they came back out, “Oh, we need this,” then I said, “Hey, this is not right." "No. That's right.” Until I sent American Home Shield's executive board a video and they said, “No. That's not right,” then they had the contractor come out and fix it.

Dealing with the normal customer service people that I talk to from wherever, they read off of the script and they tell me they'll call me back, but they never do. At the end of the day, I deal with the executive wing of American Home Shield when there's a problem and they are the ones that call, follow back and resolve the situation. I get what is needed, but that's not what 99% of customers get.

AHS website said there was 'a detailed diagnostic report' for me to review but there was not one for me to read. I asked them to email it to me, they refused. Repair decisions over ~$200-250 are made by the AHS department not the contractor. Clause 7k appears to be a catch-all for them to deny any claim since it is subjective. My understanding is that in California the burden of proof is on the company not the consumer. My only recourse is to take them to arbitration, file a claim with the State of CA and BBB, and to warn others on social media. AHS has one of the lowest ratings on this website; I only wish I had seen this list before I signed up.