American Home Shield Reviews

Even after agreeing upon $400, they offered it in a way that I can’t obtain it. Mariah sent the offer through my app, which I can see, but not click on. She and the department she sent me to for resolution said this happens often, and the process would then be she would accept the money for me and I would wait for a paper check 21-30 days. It feels like a never ending cycle of either scams or dysfunction. They haven’t seen their way through a single process, of their own creation, correctly, or timely.

Original Review: I spend $55/month and a $100 service fee. Never use it, think of it as a safety net for big problems. Finally happened when AC gave out, what a disappointment. They sent an HVAC company quickly and they diagnosed a $4000 job due to it being the compressor. AHS will only cover the compressor, not the coolant. So already $1600 out of pocket for me. Then the real problem- it took 3 weeks to get the compressor.

I spent thousands on portable AC’s keeping the pets alive in a room, and then renting an RV when the hospitality of neighbors ran out keeping my kids and family. (We live in Las Vegas where temps are over 100 degrees in the summer). None of this is reimbursable. I called AHS many times asking for resolutions, the only option was to start with a new HVAC company but would not change their process of acquiring the compressor. One AHS representative said she’d reimburse my $100 service fee and send cash out options within 48 hours, she didn’t. Her name was Raven.

I hired a private HVAC contractor for $85 to diagnose, he said the compressors were readily available in town, but warranty companies source from discount distributors and ship at snail speed so we don’t use them in these expensive emergencies and we end up paying out of pocket out of desperation. Warranties are a scam when you need them, so are the contractors that are willing to work with them.

For the supervisors, I know they're out the country, but there’s a language barrier and they don't know the process. My sister has a case right now that's open that I had to help her escalate. I was talking to one of the regular representatives and I told him I wanted to escalate it but he would not escalate. I had to put my foot down and tell him, "I'm a broker. If you look at my thing, I send over 40 people to American Home Shield." Finally, he did. I was on the phone for a long time. When I got to the escalation representative, he wasn't even really helpful. They need to train them. Because part of an escalation is to feel like you're gonna get something resolved. I’ve been with AHS for 15 years now and I'm considering looking at some other home warranties.

When I called, they put me on to this one company, which I was not that satisfied the last time. When I spoke to them, they told me I would have to wait five days before they came out. When I called back American Home Shield, that was when I got Guyana, and I told them, I don't want that first one that they assigned me to.

Then they assigned me to In Control Plumbing. I ended up calling In Control Plumbing, and they said that they would get in touch with American Home Shield when they got the service request in and get back to me. But, they didn't call me. He said he could come out within a day or two tops. Then he didn't call me, so I called him back. He said he never received a request from American Home Shield. When he finally got a request, the request wasn't clear, and he only got one. Instead of getting the disposal, he only got the sink. When he eventually got the disposal one, it was on a second email. It was supposed to be together.

When the tech came out the first time, he had no idea about the disposal. He didn't even bring a disposal with him. He established the fact in that call that disposal needed to be replaced. He had to come back again with the disposal a day later. As it turned out, it took five days for the work to be completed, but that was not because In Control did a bad job. That was because their communication with American Home Shield wasn't good. But the guy was really good, friendly and polite. He did the work and everything was good.

I was very upset with American Home Shield because of all the waiting time. But before I even got In Control Plumbing, with my third call, I ended up with the Philippines, and the girl told me that I could not change vendors. I said, "No, you're wrong. You need to go check because I can change vendors any time I want if I'm not happy with the vendor I originally got for whatever reason. I have control who comes into my house."

That was when I had to call back again. The fourth time, I started off from the beginning back in Trinidad. They confirmed with In Control that everything was fine. After I told them the whole story, they went in and they came back and they said, "Okay, no problem. We've got you with In Control and you'll be communicating with them." They gave me the phone number, and whoever I talked to was nice. I finally got everything cleared up.

Regarding AHS, I kept calling the different continents and I told them that I need somebody from America that's in a managerial position to call me because I'm not gonna keep waiting on the average of 45 minutes for somebody to answer the phone. I need to speak to somebody who's got enough pull or enough decision-making to do something for me like waive the service fee, because this is not acceptable. I've been with American Home Shield, close to 30 years now. I've left this message for at least two weeks with everybody I've talked to. But a couple of hours ago, I got a call again from Guyana, not because of any problems, but to ask me about renewing my plan.

I'm waiting for American Home Shield to send a second person because there is a conflict of interest here. The repair guy wants me to call whichever company he sends to me and thinks my AC unit cannot be replaced, or it's not the responsibility of American Home Shield and I have to pay out of pocket. I find that a bit misleading. There were times when I called for service, and the techs came and there was nothing for them to do but I was still charged.

AHS is good to have in one way. Some of it was my fault, as far as what the cap for the oven is concerned. I just went through my policy again, because it has been a while since I looked at it, and to see what the caps are for each thing. If AHS can't fix it, they should replace it, regardless of what the amount is. I was disappointed about that with my oven. I have to go out and find an oven within that cap. I have to not only find a oven, but pay for an installer. They don't make the gas wall ovens like they did before. They're mostly electric. I have gas. So in order for me to switch from gas to electric, that's a big thing. Anything over that cap has come out of my pocket. I had that insurance so I didn't have to come out of my pocket except for the deductible. I gotta pay the deductible, and the difference in price. That's me losing, not winning.

If you’ve got a fairly new home, you're probably not having problems but you could put $100 a month aside as a rainy-day fund. Whatever the monthly premium is, put it aside. Then you can pick your own guy to come get it if you have a problem. They'll probably come out faster, and you don't have to go through American Home Shield. It's a little time-consuming for me. I wouldn't have it, but my wife wants it, so we got it. We’ve had no problems getting things covered. It’s the turnaround time that is the problem.

I wasn’t on the property when they arrived, but the guy who was at the house called and told me, without much context or background, that I needed to pay an extra $300 because I needed Freon for the AC. I was surprised by the extra 300 bucks. I tried to understand what he meant or what he was trying to say, and the gentleman on the other side of the phone was rude and very impossible in getting me to move forward. I tried to explain to him, "I don't know what you're talking about. Can I find out if this makes sense?" He wasn't very helpful and I told him I didn't want it done until I confirmed a few things. I called his folks and asked them why I had to pay an extra 300, then I called American Home Shield and asked them as well why I have to pay another extra 300.

They all explained it to me and I wasn't excited about it, but at least, I had the explanation. So, I paid the 300 and didn't hear from the service company. I called American Home Shield several times. In total, I may have called both more than six times, over the couple of days. Eventually, they called me and said they could go and do the Freon, but I had to pay an extra 100 bucks, which I didn't agree with. I said, "That makes no sense, because if you call, asking me to pay an extra 300, and I'm saying I need to check and make sure it's part of my policy or I'm not overpaying, why would you charge me an extra 100 for it?"

The lady told me she wouldn't be able to proceed if I didn't pay the extra 100. I'm not the one living on the property. I told them I have tenants there and I didn't want them to have to suffer anymore without AC especially with a 90-degree plus weather and especially ‘cause they were taking so long to respond and get things done. So, I paid 100 and made it clear to the lady that I expected that to be refunded to me. After that point, they scheduled it quickly. The next day the service company was there and they had the unit fixed. Still, I'm rating American Home Shield low because they took forever to come back and install the freon. It took several calls to make that happen.

Another thing is the professionalism of the guy who was at the house was not the best. His rudeness was uncalled for, when a customer is trying to understand what they have and what they need to do. That was a bad experience. The positive side of things is the lady I talked to when I called back was really pleasant and seemed like she wanted to help and was eager to get it done. She told me that she would have the managers call me, but I still haven't received a call from them. It's been some days yet. I don't believe that was the kind of experience that one would expect at all. Plus, the extra 100 that they charged me was also uncalled for.

The first time, the guy came in and he said it was my thermostat. But, then it wasn't my thermostat. The tech had to come out two more times, and then he looked at it and said, “I don't know how to fix this. It's an older unit. I don't know how it's works.” Then he said he'll have to order a piece, and get back with me.

But then he put in that I had a power surge. So AHS did not pay for it because he said that. I had to get another company to come out. The tech looked at it, and it was some electrical component. He put that in and it fixed it.

I got a bad taste in my mouth about it. The next time I had another one with the other unit, and they were gonna send Beaches out, I told them “No, please do not send them out.” AHS sent Remy out, and they fixed it, there was no problem.

The last time, when the unit lost power, the guy from Beaches, was in there for five minutes and he said, “Oh, your magnets are bad.” He said, “I gotta order you some magnets. I'll be back tomorrow,” which would have been a Friday. I had to take off work. But he didn't come. He didn't show up, didn't call. I was able to get a hold of them late that afternoon. They said, “Oh, he's scheduled it for Monday.”

Monday came and he looked at it. He brought diagnostic tools this time. The first time, he didn't even bring diagnostic tools, so he couldn’t see magnets.

He finally diagnosed it, and he said it was a wire, and he said he couldn't fix it. He said, “I need to call an electrician.” I called AHS and I said, “I need a second opinion.” I called Remy and Remy looked at it and he said, “Oh, yeah.” He knew what was wrong with it. It was a wire replacement, and they fixed it. Remy saved the day. They stayed there. It took a little while, but they fixed it right on spot. They were amazing. I just know if I ever have another problem, I do not want Beaches to come out of my house. Very bad experience the whole way.

AHS is a good company. There's no problem with them at all. But if others ever have an HVAC, make sure Beaches does not come out, because they’re horrible.

Recently, I had a claim for my dryer and the little guy who came out to fix it was wonderful. He was thorough and I liked him. But the guy at the office lapsed on the communication end when he didn't let me know that there was an issue and that the tech wasn't coming out on the scheduled day for the service. I put my whole day aside for the appointment so that didn't sit well with me. Other than that, the dryer was working okay after the repair, though I had gone on vacation so I wasn't able to test it. I've had an overall good experience with American Home Shield and they're not a company that I would throw under the bus. But I am thinking about checking other places out just to see what their prices are for the same services I'm getting at American Home Shield to see if I can save money. I recently retired and I'm trying to save money any way I can.

Also, when I talked to their reps, they read off of this sheet and they kept on reading out the script. I just let them finish so that they could feel good. But that was weird and I realized American Home Shield contracted this out outside of the United States. I get that and I get that they want everything standardized. But along with that, the reps got to be intuitive especially when the person is telling them that they need something done and that they don't have time for all of that. Aside from that, there were four times that I've had a person on the phone that I really did not think understood English well.

On another note, I like talking to people and I don't like AI. So I love that American Home Shield don't AI you to death. I can say “representative” and I could get one. So most of the time I'm screaming, "Representative, representative, representative." Also, the different times that I've had to have things escalated, they did escalate them and we got things done. I had really nice help on that one claim when I had the flood. We had a storm and everybody had something. So the service took a while, but American Home Shield handled it well for what was going on. Even the people that come to the house, they're good at explaining it to me what American Home Shield said if I don't understand it. I've never had a problem with anybody that came to my house.

I had to go out and spend $1,000 on portable air conditioning units just so it would be safe for folks to live because it's 90 degrees in the house. Three weeks ago, the techs showed up and attempted a repair. But both those repairs failed and they misdiagnosed both times. They installed a fan that was improperly installed and imploded. So they had to redo that and it took numerous phone calls to both American Home Shield and A-US Air to get them to fix that unit. And we're still waiting for the other unit to get fixed.

We've had some challenges in the past with American Home Shield for other repairs. It takes you multiple phone calls and a follow-up to get things scheduled and fixed. They should improve on their responsiveness on scheduling of repairs. Also, there's no oversight when they do send a technician and there's no oversight of the charges they're going to try to charge the customer. So you'll get an estimate from whoever they send out that these are your out-of-pocket cost with no explanation whatsoever.

I've experienced multiple times since we've had them that I'll have to go back and request multiple times to get an itemized would be that American Home Shield said they could charge it. I've experienced this in pulling a permit for a repair which was not required or adding an additional drain pan or switch that was already in there. Also, additional manpower because the unit is in an attic when people repair it all the time. They'll pad the charges also and then there's no recourse. American Home Shield doesn't scrutinize the charges that the techs are sending out to the customers. Once they put a diagnosis in, they say that these are all the cost that you have out-of-pocket that they say American Home Shield will not cover. The last estimate I got was and out-of-pocket expense for $1,500.

One other thing, the call centers are offshore. Although there is a slight language barrier, the customer service representatives seem to be more worried about getting a 5 on their rating. Because they'll mention it multiple times during the phone call. They'll say whatever they can for you to be happy with that particular call and give them a 5. But they don't actually take action on the problem itself. Some have even said misleading things that were not true and were erroneous.

Also, you have to pay for a technician to come out on top of your monthly service charge. So, that's $100 per visit. And the first company they sent out didn't even diagnose one of the units that was on the list when I had two air conditioning units that went out. Then it took a week-plus to get even a partial diagnosis and in order to get another follow-up, they required another $100 service fee when I had already paid that. They said if I didn't pay it, they would not come out. So, American Home Shield will not send anyone else out for a problem that should have been fixed or diagnosed on the first visit. They diagnosed one unit and then didn't do anything with the other unit.

Then I had to pay the out-of-pocket cost to A-US Air but the unit broke within a half hour. They refused to come out again unless I paid for $750 for Freon even though they didn't fix the problem. I called American Home Shield and they said there was nothing they could do about it. So, I'm just not happy all around. I feel like I'm wasting a lot of monthly money to a service, then I'm not getting serviced in a timely manner or effective.

That was really inconvenient, to say you're gonna show up within 12 hours. We were grateful for him showing up, but it seemed like he could have made a better appointment time. But he came out. Regarding my stove, the flame was making an orange flame instead of a blue flame. I was worried about a connection being wrong. Everything I've looked up online said that that was not the correct flame and it could be toxic, so I had them come out.

I also had them come out from my range hood. Steve from Quality Appliance walked in, turned on the burner, said, “I don't know what it could be. You need to call your propane company and have them come out.” He also looked at my rangehood and turned it on. You could hear the motor doing something but nothing was moving. He said, “I'll go ahead and put a claim in for this. They'll usually just replace it because they're not worth anything to repair it.”

I had another claim put in with AHS. I waited three weeks for them to find a plumber for me, and they didn't have anybody to come out, but yet they took my money. They let me buy a contract through them to service my home even though they didn't have technicians or repair people in the area.

The number one issue is the lack of communication. They need to get people who speak English if they're gonna be dealing with the American public. The American language is English. Find people who speak English that you can understand. I had to call and be the middle man between my plumber and American Home Shield because my plumber couldn't understand them.

I spent almost $1,000 buying this plan, and then I spent almost $2,000 on this claim that I'm still waiting to get reimbursement for. And the worst part about it is nobody speaks English. Their English is so broken. It's so difficult to understand them. It's an awful experience. They're reading off of a teleprompter or out of a book. It's not worth it. I will never buy another plan through AHS again. I will go to somebody else.

I'm getting a reimbursement for the washing machine at some point, but it was a month of not having a washing machine. It was a company that came out four times. Until the last time, they' said, “We don't know how to fix your washing machine.” I called American Home Shield and they said, “We're waiting on a part.” I said, “What are you talking about?” Then that was after my other conversation with American Home Shield where they said they're already getting cash-in or doing a reimbursement. It was such a hassle for over a month.

I have three units outside of my home and my home wasn't cooling. The technician came inside. Pretty normal for a home technician coming over to the house. I told him I had three units and they're working on different levels, one for the basement, one for the main level, and one for upstairs. I told him the one on the main level was the one that I had issues with. Everything else was fine. He went over to the thermostat and he turned it on.

He went outside for a few minutes and he came back in and he brought some little caps that he said he had taken off of my air conditioning unit and said that this was causing a Freon leak and it had corroded and he replaced them. He also needed to put some more Freon in my unit. I didn't think too much of it right away, but it did sit with me about him going out there, coming back with the caps that he said was causing the leaks, and then telling me now I needed two pounds of Freon, which was $100 each pound. So $200 for that in addition to the service charge. But the air conditioner started cooling once he said he had done what he done.

The problem I had with them was the communication. I was gonna make payment with my debit card and I wanted to know if they have one of those machines that people carry around. I asked him and he said to make the payment over the phone.

When we went to make payment, he tried to use his phone and he spoke Spanish to the person over the phone who was gonna be taking the payment. I felt very uncomfortable about that. When you're taking payment, my money, over the phone, I need to know what we're talking about here. I don't need you speaking a different language and using your phone to do it. I expressed that. I said, "Why are we doing this this way? Can't I call her? Have her call me and we can make payment that way." And that's what we did.

She spoke perfect English to me over the phone. She took my payment without issue. I just didn't like that whole procedure. Right after that, the very next day, I called American Home Shield back to have them come back out and send me another technician because now my upstairs unit is no longer working.

I said I do not want them to send Air Design back out to my home and to please send someone else. They sent someone else, another company. I really appreciate the way business was done with this other company.

The technician came out to my house and the first thing he needed to do, was to go up into my attic. Now, I've had air conditioning work done on my home before. And he's right. That's the first place they start, wherever that is with the evaporator coil and all that other stuff is located. And that's what all professional technicians do when they come to the house. They come up and go into the attic. Then they work their way outside, and then they come up with an assessment as to what's causing the issue.

The tech then went outside, told me what happened, what was wrong and what was causing my motor not to run. He went back out to his truck, went and fixed this problem. Then, I asked him how much was the payment. He said, "Oh, there is no charge. it's covered by American Home Shield." At this point, I'm very satisfied with AHS. They did exactly what I asked them. They did not send Air Design out. Then they sent another company out and that company fixed my second air conditioning unit, went upstairs and did the whole assessment.

Finally, they sent a sears repair man named Wayne D. Sears tech gets to my house at 5:01pm. Take a look at the appliance and tells my wife he knows what's wrong with it but they couldn't repair it because the parts are no longer made. He took pictures of the front back, side and freezer as well as the fridge side. He told my wife he was going to submit his report to AHS and they would contact us with next steps. We never got a call, so I called AHS they told me sears only closed out the ticket saying no services needed.

It's now going on 4 weeks with still no resolution because Sears has never kept any of the follow up appointments, they keep forcing on us in order to decide next steps. I've even escalated to an escalation team at AHS which has done nothing except call daily to tell me they are waiting to talk to sears, but they keep getting VM or Sears AI. Today Sears canceled yet another appointment, and AHS keeps refusing to send out another contractor. I'm at a lost and don't know what to do next.

Adding to the confusion and concern, the second technician is now suggesting a "temporary fix" even though they explicitly told us in person that the unit NEEDED to be replaced. According to them, the proposed fix would be significantly more expensive and only expected to last about 30 days. The ongoing delay has deeply affected my family's well-being. I have three young children. The extreme summer heat in Arizona poses very real health risks without a working A/C. The lack of urgency and coordination on American Home Shield's end has left us feeling neglected and disrespected. This situation reflects poorly on American Home Shield's commitment to customer care and raises serious questions about internal communication and decision-making.

American Home Shield asked me, did I know where the leak was coming from? I said, "Of course not. It's coming from my ceiling right here into my kitchen sink." There are two bathrooms upstairs on the second floor. They're probably right over it. They sent Melton Plumbing out for that and for the garbage disposal that wouldn't even come on.

When Melton got out there, they looked at the garbage disposal. They said, “We sent this in to American Home Shield and they said they won't repair or replace." I said, "Why not?" He said, insufficient maintenance. Now, whoever heard of maintenance on a garbage disposal

Then, for the leak, they went up there. Melton Plumbing tore my toilet loose from the hole that it sits on. And they didn't cover the whole up. They left that opening and sewer gas was coming out. We were getting sick overnight because of the sewer gas.

I called AHS. I said, "My toilet isn't leaking." Melton didn't even bother to check to see what pipe or where the leak was coming from. They went right to my toilet and they pulled my toilet up. We were sitting here in the house with the hole where you flush the toilet where the sewage go. It's a wide gaping hole.

We finally kept on talking. I called AHS every day. American Home Shield said, "We do not pay for access." I said, "What do you mean, access?" They said, “If it's leaking, we don't pay for them to take the toilet up." I said, “If that's leaking, how would you find out if that is what is leaking, unless you take the toilet up?" I said I wanted a second opinion.

They sent D&P out. They were great. When they got there, they looked at the garbage disposal. They said the garbage disposal was bad and they replaced the garbage disposal. They had to wait on approval though. Now, Melton had said that it was insufficient maintenance on a garbage disposal. Nobody ever heard of that.

Then D&P finally called me back, and they said, "Due to section, they can't repair the toilet because the flange is broken." He said, "I even called AHS after I sent in my order." He told them that that toilet had to be pried up. That is what broke the flange. So Melton pulled the toilet up and broke the flange. AHS was saying that they won't authorized the repair because the flange is what was bad. There was no toilet sitting there and there was a leak still going on. So how could the flange be bad if there's nothing there but a big old gaping hole?

They still kept on playing around for another four days. Melton called back, because I told them, "You are gonna send somebody out here to fix this. This was not broken. D&P told you it wasn't." They said, "Are you gonna be available in the morning? Because we're coming out there. We've got the authorization to fix the toilet.” It took close to two weeks. American Home Shield would not authorize that to be repaired. They're just horrible. D&P covered that hole for me. They put tape over it. They were like, "I can't believe they left this toilet like that." I wouldn't recommend Melton Plumbing to anyone. Do not go to American Home Shield as well.

The first time Heritage Air & Heat came out, they were there for about 10 minutes, which I thought was a little bit too short. But they said he just needed to power something on that wasn't turned on. So it wouldn't have taken that long. They turned on some kind of switch, and then left the first time. It got a little bit better, but not fully better. In my daughter's room that gets extremely cold, it just got worse to where it was like 65 degrees in her room overnight. And she's an infant.

Heritage came back and they didn't come in the house the second time. They were there for about five minutes the second time and said we need a new part, which seemed off since they didn't even come inside. I don't know how in 15 minutes they knew we needed a new part and they only came in the house one time a month before. I don't know if it was the same guy that came at both times.

That was off, especially when they said that American Home Shield wouldn't even cover it and it's $550. Then, American Home Shield sent someone else after them. The tech quoted us a ridiculous amount of work that was needed and there's no way we can afford that.

We're pretty frustrated because we paid a lot for a yearly premium with American Home Shield and we pay $100 per person that comes out. It looks like the most they would pay for the issues with our AC was like $300 or if we spent $2,000 ourselves. I'm not sure why we have American Home Shield if we're gonna have to pay the same price basically that we pay without them.

Having AHS is helpful. Because we've only lived in Mckinney for three years. We don't always know where to go. It's nice that if you need someone to fix the AC, at least you don't have to search for contractors or people like that. But, it's a pretty expensive service. Then, unless it's a very minor service, we end up paying for it ourselves anyway.

I'm waiting for an electrician to come out now, and then the plumber's coming out for the second time because he had to come after this electrician. I'm utilizing the services this time. The technicians that were sent to my home through AHS have been very professional and cordial. AHS just needs to improve how they handle refunds. Also, their customer service kinda sucks based on what I went through. I talked to other people, too, because they had American Home Shield, and that was the way they were treated as well. That was why they discontinued and closed out their file.

I had to call them first though as far as the home warranty company. They didn't send me any information initially. I had to call because they did tell me who the contractor was going to be on the phone. I've been protected with AHS since I bought the home. They're getting kind of expensive. So, I've been looking at other options. Also, I feel like they shouldn't take the service fee until after the service has been done. They take the $50 and put a hold on your account before that. I feel like they should take it once the appointment has been completed.

The companies that AHS send out are crummy. You look at them on Yelp, they have horrible ratings. They came out and told me, "AHS can't cover this AC unit 'cause it's too old." But what does that have to do with it? Just because the unit's old, they will not cover it? It quit working. I have a warranty. They went to AHS and they tell them that it wouldn't be covered. The company came back to me and wanted me to pay them or buy a new unit for me because my unit is bad. The unit that AHS's people put in was wrong, which is not covered by the warranty. People who put in my garbage disposal had to cut a hole at the bottom of my cabinet, which I know they didn't have to. I've had five garbage disposals in there since I've lived in this house. They cut a hole under the cabinet and left it like that. It looks like an amputation under there. I lost my shelf under my kitchen.

The last go around, I don't even know I had a vendor come out. I got charged double for the garage apartment because I have an AC unit back there. I called the guy through AHS. He came out. He said he got rid of the clog. So, I paid the $100. But it happened again. I had someone else come out again and look at it. They charged twice for having someone to come out there to do the same thing. When I finally called a regular AC company and paid out of my own pocket, it needed to be replaced. It was installed improperly. It was uneven. It was draining improperly. Not one of AHS's vendors diagnoses what was wrong back there. AHS needs to have a brand-new model. They need to start replacing things, and they keep raising their rates every month.

AHS used to be good. That's why I've been with them for so long. They're not anymore. The only time I've had anything good is when there was this nice guy who came out and did my dryer. However, I now know that I'm gonna get a letter from AHS saying that they won't cover my claim. And there's nobody there to talk to. I called one woman and asked if I could talk to her supervisor. She said, "We don't have any." It's a lot of bullshit. I spent hours and hours complaining about my AC unit that ended up costing me twice because they wouldn't honor the warranty of the AC unit that their people put in.

AHS should have some method of lodging a complaint about a particular company. One of the vendors that I've had here that stunk, someone said, "Please never use this company." Our next door and eight people all chimed in and said they're horrible. AHS should vet the vendors. They should send someone decent, if they do a good job the first time out, but have a method for their customers to rate their vendors after they use them, and have it go to someone of consequence there who can do something about it. Have somebody there that customers can discuss it with them who could help them.

The tech said they have to wait it, and some technicians won't touch it, but he took the ice out and said, "I'm gonna see if I can still see the leak." Thankfully, after he took all the ice out, he was able to see it and repair it. It was 97 degrees outside. It was horrible. I couldn't be like that all day. He said if I'm gonna need another repair if it happens again, that repair won't fix the issue because I eventually will need a new AC unit.

I pay them $88.16 a month and they need to vet the contractors that they use and check their backgrounds to see if they actually do good with customers. I shouldn't have to go to a laundromat to wash my clothes, and I got a washing machine to dry downstairs. American Home Shield also needs to quit outsourcing their customer service to other countries because it results to a big language barrier.

The plumber, though, couldn’t come until the following afternoon. By then, after the restoration company had sucked out water, there were another two inches of water in my house because the leak was still going on. So, that has caused a lot of mold in my wall. It took over 24 hours, probably close to 36 hours, to get someone out there. Still, Third Generation Plumbing repaired the damage that I had. The repair guy gave me a good explanation of what happened and what they had to do to repair it.

I've had American Home Shield for 11 going on 12 years. I always suggest them to my clients, because I appreciate their service. The one or two times that I may have had a technician who was not the best, AHS corrected that. But someone usually comes out right on time, and they call. I've developed good relationships with their vendors. So, I'm completely happy. Plus, I love the app. It makes it so easy. I'm very satisfied with my service and no matter how many other people reach out to me, along with the brokers I work with who deal with Armadillo, I refuse to switch. Even though it's a little bit cheaper, I don't care because AHS is giving me great service.

The only thing is it would be nice to be able to continue to work with the same company. So, when we use Fix It Now, I'd like to continue working with them when they're available as opposed to something from one company to the next, or at least to even have that option. There are times that I would prefer to stick with one company even if it's a couple of days later. Other than that, the overall service with AHS is good.

Most of my complaints are about the response back from the service provider. Sometimes, it takes a bit long. But this time it was because the issue happened on the weekend. I know that most businesses are closed. They eventually got back to me late, the first business day. I said, “It's Monday. But if they don't get back to me 24 hours, technically, 24 hours of business days, it'll be tomorrow morning.” They were able to get to me that Monday. It's inevitable. It’s just that things usually happen on the weekend.

I initially came across American Home Shield from the ads and some reviews that I've seen. They're a well-known company, so I signed up with them. But from what I've experienced, they decline a lot of claims and don't cover a lot of stuff. So I'm thinking about replacing them and I would tell my friends to choose a different company. I have what they consider a gold plan, which is the second one from the top. But even though with the gold plan, their coverage is still lacking and it does not cover a lot of stuff. For instance if my AC needs Freon, they only cover $10 for the Freon, but a pound of Freon is about 100-something dollars. So the money I'm paying them might as well be used to pay an outside company to do the work.

I've spent $27,000 on this home warranty so far. I've had them for 30 years and it's always a fight to get something done. I can't even get my microwave taken care of. Also, why are they called American Home Shield and the customer service is over in the Philippines? I can't even understand them. They have no supervisors. I've asked to talk to a supervisor and I have now waited four days for a supervisor to call me.

My only complaint is, I know they were busy summer months, in the air conditioning, but it took a little too long to get them in here. It took almost a full week. I thought it should have been a little quicker. The service call should also be a little cheaper, maybe in the $125 range. But they do the repairs without charge. 

What I like most is having somebody who will arrange to have a technician come in there and take care of whatever problem it is. I don't have to look up a furnace guy or an air conditioning guy. They just assign somebody and somebody gets in here. Saves me a whole lot of aggravation.

I immediately got a message indicating I should choose my next appointment. I chose for him to come today. We're in the 4th of July. The whole weekend of the 4th, I kept getting messages from Sears stating, “You need to select another appointment.” I'm afraid to do that because I would confuse that whole mess, which was already a mess. I couldn't choose another appointment because I have the 7th. I spent an hour on the phone with Sears running me around. I couldn't get to a person because it was a holiday. Finally, I called AHS and explained to them everything that happened. I said, “I have been with you eight years. I have paid religiously. I paid my whole bill annually. You don't have to send me payments. I'm easy. My service has been horrible.”

My dryer guy is supposed to be here on Thursday. I got another message from the rep stating he wanted another picture of my number. I thought, “What the hell? I already sent it.” I am not pleased. This is almost a month old. I still don't have a dryer. I live in a condo and there are a couple of people in the condo who carry AHS because I recommended it from previous experience. I would not recommend it today.

Then they came back and replaced the computer board again, and said sometimes they don't last long. He put a new computer board on but the machine kept stopping in the middle of the cycle again. Then the tech came back, took the new one off the machine, and put the old one back on.

I said, "I keep telling y'all this machine is probably 10 years old, it needs to be replaced." They kept asking, "Why wouldn't American Home Shield replace it? I said, “You keep telling them that you can fix it with different parts." But all the parts they put on, it's not fixing the problem.

They kept ordering parts, and then I had to keep calling them and saying, "When are you coming?" One time, they didn't put the hose all the way back in in the drain, and when we turned it on, it flooded my floor.

I'm disappointed with American Home Shield as well because if I'm telling them what they're doing and they keep telling me, “We have to listen to the contractor," then what do I have AHS for? Why are they servicing me? They’re not listening to me. I told them, "All these people are doing is taking your money. Every time you have a service call, they're coming out, you're paying them. They're ordering parts, they're billing you, and yet I'm still stuck with a 10 year-old washing machine that's rusted and doing nothing.” All the money I'm paying each month, I could have bought five washing machines. It was frustrating.

If they have to send a service provider out to a person's home with the same issue more than twice, either they need to change the provider or they need to replace whatever it is going on, not keep sending them out. Also, every time I called back, they were getting rude. They just wouldn't listen. So I canceled my contract.

When the second guy came out, he went into the attic. He showed me pictures of the damages and everything else that were done. The guy was really helpful as far as explaining the hows and whys. From his explanation, the problem was due to wear and tear because it looked like residue had rusted it out and some other stuff that was going on up in there. So it wasn't related to a lightning strike because I felt like it was a bit more from the outside and the inside based on the pictures that he showed me of what he found. In the end, my claim was denied by American Home Shield. The second guy just told me that they didn't approve it but I don't know why.

I've been using American Home Shield's services for about three years at the most. When I had issues with my hot water heater, they did really well with that as far as assistance and everything else. But that's the only thing I've been successful with and been able to acquire. So, overall, based on this last claim, I'm not very happy with the services.

I know that my unit is old and that the stuff that's going on with it is primarily from wear and tear without relying on other people to come out and do the inspections. I didn't like that they allowed the first guy to just say it's directly related to a lightning strike or a surge, then they didn’t take into consideration that the unit’s 16 years old and it could be just wear and tear, and them considering that they can’t service it or have it replaced. I've had all kinds of stuff done on that unit over the last few years, to replace parts and everything else, and it's just old. If anyone is considering signing up with American Home Shield, I would tell them that whenever they're calling in a claim, they should make sure that they are knowledgeable enough about their own appliances, so they have a ground to stand on when the coverage is disputed.

The issue is still happening. So, I put in a separate claim for the water heater because I didn't know if maybe that was the issue, but looking at AHS' stuff, I have to call a plumber for that one. I did that. So, the problem was happening there. The water heater is bad on the inside. It got some issues. So, he doesn't know if that's going to fix the problem that's occurring with the steam boiler. He didn't think so but because the water heater is bad, without knowing because it doesn't show that it's bad on the outside. I already got all the estimate and the quote. I'm just waiting for American Home Shield to send over the hot water heater to the other company, and then if that doesn't fix it, I'm gonna have to put in another claim back for steam boiler under HVAC.

I spoke to a representative on the phone for about 40 minutes prior to purchasing and then ended up just going through online shortly after. During that conversation, it was a sales pitch, too, in a way. It's not a bad thing. When the technician from Stellar was here for the steam boiler, he was very specific about numbers with me that were different from what was being explained to me via American Home Shield.

When the tech showed up, I explained to him that I have the Platinum coverage and we could do whatever we have to do. I just wanted it fixed. He said, "It doesn't matter what we do, you're only covered $1500." He then called American Home Shield on there. They said the same thing. I then spoke to a representative later when he departed to understand my contract better. I understand but still, I'm a little unclear. On the day of service, they can execute $1500 of work right if they show up. Their authorization is $1500. Now, if the problem is more than $1500, they have to put in the repair quote, and American Home Shield will cover up to 5000 via Platinum Plan.

So, as the policyholder, in that realm, I just didn't have a clear understanding upon when he got here what my actual plan was. I know it was explained to me number-wise, but then when he got here, I was told very different things by the technician. When he called for the authorization from American Home Shield, it is different than what I was explained as the policy owner. When the technician left, I still didn't understand. He had pissed me off well. Other than that, once I called American Home Shield, then I got the answer. I now understand. It just took me a lot of phone calls to get there. Right now, I'm overall satisfied with my experience. I'm just waiting to see what shakes out.

The first few times I used the home warranty, I was unaware that I could put multiple items on one ticket for the same company. Maybe I was missing that information somewhere, but it was not outlined clearly. So, there were times at the very beginning when I was a little disappointed because the plumber said I could have put another issue on the same ticket and because I didn't, I had to file a new one.

Working with Exmore was easy, and everything is working fine now, like brand new. In the past, I had American Home Shield in Killeen with no issues, but this time it felt more difficult to get the claim through, mainly because of requesting a second opinion. I was told that if the diagnosis was the same, I would have to pay another service fee, which is not the right answer as a consumer. I still had to pay out of pocket because not everything was covered, and American Home Shield only paid a portion. Then, we would pay for the services with Exmore. Exmore was fine, but there is the question of keeping American Home Shield if it's not gonna be beneficial to us. We're still rolling with them right now.

We pay money into the service hoping not to need it, but when we do, it feels like they try to avoid covering the claim. This was our first claim since being in San Antonio, and at least American Home Shield authorized a second opinion. We're happy because it saved us from having to pay for another washing machine. In our past experiences, the price was right. But that's before they bumped it up to where it is now. It used to be that what it cost us a month to have the services is what we pay for them to have the call out to the property. Now, instead of $70 for the plan that we have, we're paying about $38 more because of the taxes for them to come out to assess what's going on.

American Home Shield doesn’t cover water softeners when we had an incident with ours though they cover parts of the plumbing. Our washer went down and the water softener shot up like a geyser for so many hours. But we got that part squared away. The thing is, when something happens, you think you’re alright but then the warranty comes back and says it’s not covered. If it’s normal wear and tear or something unpreventable from the owner, like pipes getting old or bursting where you can’t see through the walls, then the customer shouldn’t have to pay the service fee, and American Home Shield should cover it. If it’s something that’s not normal wear and tear, then maybe that’s when the customer pays the service fee, and even if American Home Shield doesn’t cover all the parts, they could cover some, and the customer would pay the remaining balance to get the service done. This way, they’re still getting money in.

The gentleman who I spoke to after calling back the second time was pleasant, and he came right back to fix the problem. As far as American Home Shield, they contract these people out. The initial conversation was okay. Customer service could have been a little better. I did ask their tech, “Well, can you show me?” I just purchased this home and being a widow, I wanted to know where my shutoff valves and things were. He said they couldn't do any of that. I thought that was not so good. It’s just a matter of showing me where the lines and main shutoff are. He didn't wanna do that. I thought they want me to keep paying $100. All I asked was for him to show me where the shutoff valve is in case of an emergency. He would not do it. So, I'm not satisfied with A-1 Plumbing.

I've been with them almost over a year and a half. They came out one-time for my water line in the basement. They took care of that. It was very decent. I was very likable about that. But my roof was on the contract too, and they denied me. When I put in the claim before we had all this storm and stuff in Pittsburgh, I had to come up with the $125 in order for them to send a contractor out here to look at it. I'm 62 years old. I live on one income. I have to save up for that next month to give them that $125 for somebody to come out here. Still, they denied me and took my money. When I canceled them, they were rude with me, and I didn't like it. I was very unsatisfied.

I called American Home Shield back to make sure what we had was covered. I spoke to someone who confirmed it was. But then I got a call from a supervisor that same day, who said they weren't gonna cover it. In fact, I talked to two different ones. The representatives were friendly and fine, but either they don't understand the coverage they were reading, it's not clear to them, or they weren't educated on American Home Shield's coverage.

My only complaint is that we’re getting charged way too much a month by American Home Shield. We started at $37 a month and now, we’re at $137. We haven't even put a claim in forever until the garbage disposal broke. So I have no idea why it went up so much. It’s not fair. Another thing is, sometimes, it takes a long time for stuff to happen when something goes out. But for the most part, it hasn't been bad. Being in the program gives me comfort knowing I have it. AHS has replaced a lot of things for us. Compared to what you would have to pay for a big appliance, they are covering it. They’re good. You just need to keep an eye on your costs and ask them for deals.

Original Review: If you’re looking for a dependable home appliance protection this is NOT your company!!! Been waiting for my refrigerator to be fixed for over a month now and still no date for parts to complete repair. To top it off had to buy another smaller refrigerator in the mean time to keep my wife’s medicine. Totally unacceptable!!!

AHS didn't really do anything about it. I got a new washer only because, finally, All Pro Services said, “This washer needs to be just condemned. You have to get a new washer.” But other than that, I didn't really get any backing from American Home Shield to speed up the process of getting the technician back out here.

But there was a technician, Richard. He came out to check some electrical sockets for me when I thought electrical sockets were the problem. I got him through American Home Shield and he was great.

I feel like I had to be my own representative with a lot of things when it's American Home Shield who's in contact with the people, who's paying them to do the fixes. Me having to continuously call and find out things myself when I feel like American Home Shield should be that buffer between who's fixing your products and who they send out to fix your problem. I shouldn't have to advocate for myself when I'm paying them.

And for Foxcroft, the gentleman they sent out was very nice. He countered a previous person we had who looked at the air conditioner. And he said it was not the compressor. It was something more on the internal part of the air conditioner, not the outside unit. He was gonna go back and file a report.

It took Foxcroft long to get here in the first place. From the time after AHS had notified them and they called us, it was eight days before they got here, which is a long time when your air conditioner is dying in 90-degree weather. He said he had to go back, file a report, and then they would be out here to fix it and get the part.

But Monday came and we didn't hear anything. I tried to call Tuesday, didn't hear anything, tried to call, left messages. Wednesday, I had called and nobody answered at Foxcroft. I called American Home Shield back. I really had a problem with the rep’s accent. I also asked her to slow down. But she was saying that they said it couldn't be fixed and it wasn't covered. And I repeated it back to her. I said, “Are you telling me that this can't be fixed?” She said no. There was nothing they were gonna pay. It was a horrible time understanding her.

I couldn't understand any of this, because the gentleman had said he was gonna get a part. Plus, he had said we had too much Freon in our unit and he drew some off. After he did that, we noticed that, again, the air conditioning is limping along. It limped a little more after that, because there was even less cooling going on after he did that. Finally, I left another message with Foxcraft. They called me back.

The lady was abrupt. I said, “I need to know what you told American Home Shield about our air conditioning.” I said I understood it was gonna be a part that needed to be replaced. And I asked if they said that it could not be fixed. She said no. That was not what they said. She said, “However, can I offer you a new air conditioning system at 50% off.” It was weird.

Trying to resolve anything with American Home Shield was an issue. What we have found, the problem is, there are no local contractors in our area that are associated with American Home Shield. These people were coming from north of Columbus, which is way over an hour to get here.

Then AHS had said they would send somebody out. I got hold of another person, saying, “I just heard this from Foxcroft.” They said our whole thing's really dead. And AHS doesn't replace anything if it's really dead. The rep said they'd send out a second contractor. There was an email saying who this contractor was. It was another one who is from north of Columbus. I gave up. I was like, “No. We need somebody local, somebody I can actually see face to face and talk to.”

I just said that we were not gonna deal with another contractor that's however many miles that is, over an hour's drive to our house. The AHS rep said that we would probably have to pay another $100 for fee.

Regarding Foxcroft, I was not happy with them and their communication. Foxcroft’s communication was horrible. I know this time of year everybody's busy with air conditioning problems. They're working them to death. I understand all that. But the communication should not have been an issue. When you call days in a row and leave messages and they don't call back, it’s not okay.

The last couple of summers, they've come out and and fixed our air conditioner. We've paid just our minimal deposits and what they required for us. So, the contract with them is great. We pay around $100 a month. For us, having AHS has been a blessing with five kids and two grandbabies. We enjoy it. If we could afford to take $15,000 out and pay for an air conditioner, then I probably wouldn't pay $100 a month. I live in a small town in a rural area. So, trying to find technicians for certain things is a little bit more difficult with American Home Shield, but they work with you and allow you to find your technicians. So, it's been great. If you can afford American Home Shield, go for it.

When I called American Home Shield, they told me the contractor claimed he had been calling, texting, and emailing me and couldn’t reach me. That was a lie. I was outside my house waiting for him with my phone in my hand. I had no texts from him. AHS refunded the $100 service fee and said they would assign another company. A manager told me she would find someone else for the AC maintenance and call me back. That was over a week ago, and I’m still waiting. It feels like a complete waste of time and a complete disrespect to me as a customer.

The second issue was plumbing. I had a blockage in my main pipe. The contractor came out, looked at it, and said he would send a report to American Home Shield. Supposedly, he sent a report saying he couldn’t access the main plumbing. That's a complete lie because the access is outside and you can see it in plain view. Even my five-year-old granddaughter can find it. Because of that report, AHS denied the claim.

We had no water in the house so we couldn’t cook, take a bath and brush our teeth. I had to put my family in a hotel for four days and spent about $1,300. When I called customer service, they stood by the contractor’s report. A supervisor told me I could request a second opinion, but I’d have to pay another $125. I said if I’m lying, I’ll pay it. But if I’m not lying, I asked why I should pay again. At that point, I hired my own plumbing company. They came out and fixed the blockage in about three hours. It cost me $711, but it was done.

I'm so frustrated with American Home Shield that I'm planning to cancel my contract with them. I’m disgusted with the customer service and the managers who never returned my calls. It was a disaster, two times in a row. They only care about collecting my money automatically from my bank account, but when it’s time to provide service, they’re nowhere to be found.

American Home Shield has improved since the last time I used it. But I don't want the air conditioner people anymore. I have a problem with the air conditioning. It is set to 60, but my house is still not cold. American Home Shield said something was wrong with a hose and that it was approved, but the contractor hasn’t contacted me back. I’ve got fans running and my electric bill is going up.

I had a problem with the coverage and I let them go. I’m on a fixed income and I told them I couldn’t afford the high price when I had never paid that before. The first time, they didn’t want to hear it. But when I called back, I got a representative who worked with me. I told him I wanted the same coverage at a lower rate, and he did that for me. My sister is fighting with American Home Shield now for the same thing, and she dropped them. She said the price is outrageous for the coverage. I liked the American Home Shield because I always dealt with them. When I first got them, they were great. But they need to do something with the coverage and the price that they want people to pay.

They came back with the bearing. Two of the guys were here, and they worked so hard and even took it apart and carried it out to the driveway so they could pound on it a little harder than they could in the house. They came back in and said, "It's just not working. We can't seem to make this happen.” They said they were gonna call their president and see if he wanted them to keep working on it and replace the hole inside of the washer or if American Home Shield would want to do something different. They left it at that. The people who came out to work on it were wonderful and friendly. They were professional. They walked my husband through every step that they were doing. Unfortunately, it was just not something that they could fix.

We heard from the tech place that said our order has been completed. I thought, "No. It can’t happen.” But, American Home Shield said, “It's because we've decided to replace it." American Home Shield was amazing. They sent me an email within a few days that had six different washers that we could look at. They offered us the gift card that would be the cash of buyout. We looked through the ones they had. We read their reviews. We read all the information on each one and we chose one. We had to pay a little additional, because it was more expensive than the amount that they were gonna pay out. But it covered delivery, installation and taking the other one away.

The people who came out here to install were again two gentlemen who were from a company I've never heard of. But they were so professional and they took care of our home. They made sure they didn't touch anything, hit anything, knock anything down. They installed it and it works beautifully. We're incredibly happy.

We've had AHS for almost 25 years. Out of all those years, it's only the second time we've had to replace an item or an appliance. One time, unfortunately, it was during COVID, that we had to replace our air conditioner. Another time we've contacted them, they've sent a repair person out. They've had to put a new gasket in the dishwasher. We've never had any issues with them. They've always been very quick to respond.

I've also never had an issue where they've sent someone out here that wasn't top-notch. They don't always have control over that. They just choose the place. But so far, all the time we've used them and we've used them a lot from plumbing to appliances to electrical, I can't complain.

I suggested to AHS that we get another company and they said that was fine, but it took multiple tries just to get the right people out there. It was a waste of almost a whole month of technicians going back and forth. They couldn't even diagnose something that one technician diagnosed in five minutes. I’ve only lived in the house since January and this was the first time I dealt with this. I kept getting the feeling like AHS wanted to try the easy or the cheaper way out. If they just got the right technician out there at the right time, it would have been diagnosed, and I wouldn’t have had to go without air for a week and a half. Since the final technician came out, the AC has been good. If something goes wrong, I’m calling back. But it could have been handled better.

JG Services has been very kind and done what they can do. I understand they can't push everyone first and weekends happened and holiday happened, but my health has been horrible trying to go through this on 102-degree weather. I have an 81-year-old husband that has been wandering through the rest of the house and all this heat trying to take care of me and it's very hard.

This isn't our first issue with American Home Shield. We were two months without a refrigerator until they decided that our refrigerator was so broken that it had to be replaced. The only way we got answers fast with American Home Shield then was we had to contact our local TV station called Channel 6. They then took care of my problem. Any time that I need something replaced, I have to wait a long time before it's replaced even if the company that comes out to do the repair recommends it. We went through this with a toilet not too long ago. The guy was here all day trying to fix it and the guy didn't even know what he was doing. He finally said it had to be replace. It was a plumbing company. The guy said he had to come back. I told him he couldn't leave us without a toilet and that he had to take care of it that day.

He had to set the appointment up for two days later. The only toilet on this floor was not working for a handicapped person and an 81-year-old. We had to wait. They came back. It took this guy 10 hours almost to install a toilet. My concern is AHS is not vetting their people well enough. These are critical things that people need. They need their toilet. They need a refrigerator. You can manage with a cooler for a day or so, but you can't do it for a month or two. Milk wouldn't stay cold enough, it would get bad no matter how much ice you put in. We have had to spend almost $1,000 to get two units of air conditioning and to buy a bunch of fans. We have central air conditioning, but who owns extra air conditioners when you have central air?

I've had some situations that we've considered canceling AHS. We were gonna cancel last year. When the time came up, we though about all the things that could happen. I'm really considering putting that money away every month because I was told that my unit is gonna cost me that much because it's old and it's wear and tear. I just don't know what is considered as wear and tear. They have you over a barrel. They're saying it has to be replaced and it's not totally covered. It's either October or November where it comes up and we are gonna try to make a really hard decision because the older we get and the sicker I get, I can't put this on my husband.

I'm reasonable, but we have no trash pickup. So, where my windows are normally shut, I have fans pulling air into my house with everybody's garbage out in my driveway because they haven't been picked up in six days. It's not their fault, but it adds to the stress of it. The gentleman from the air conditioning company had been very kind with me. They have texted me in the evening. They have been on top of things. They've left here and written reports to American Home Shield to get the ball moving. So, they have been great. The first guy they sent out was a junior and he just didn't know exactly what he was doing. Not everybody is seasoned.

The plumber came out three times and he couldn't get it to stop leaking. But I called another one and paid $150 and they fixed it. I sent AHS a receipt and they said it was not a valid receipt.

The guy who came to fix my oven was awesome, though. It's worth my while for them to fix my oven because it would cost me a lot more money if I didn't have American Home Shield. The guy came in and he was professional.

The air conditioner company that serviced my in-laws was awesome also. But I called three different times because they kept saying that it wasn't covered. But then it was covered. The one guy wanted me to change my whole AC unit. I called again and said, "I need someone else to come check it. I don't understand why this wouldn't be covered." Then the other guy that came said, "Yeah, we'll fix it." It's hit or miss on some of these companies that AHS sends out.

However, AHS will never replace your item, especially your air conditioner. They fix it regardless of its age. They'll never say, "We'll meet you halfway in replacing it.” They find the part, they'll fix it, and they'll just keep patching it up to the cheapest possible way.

We’ve been with AHS for five years now. But we're about to get rid of it because it's really time-consuming to get anything done. This is the second time something like that has occurred. Even though I have an issue or report an issue, if it's not experiencing the same thing when they're here, they won't do anything. I'm not calling people over to my house just to call people over to my house.

I had an issue with an AC unit last year as well. It usually takes two, three, four weeks for them to even accomplish anything and I wasn't gonna go two, three, four weeks in the middle of Texas summer without AC. So I just took care of it by myself.

We went out of town during that time to see our son in Oregon. We were gone a couple weeks. By the time I got back, I had missed my 30-day window, so we had to reopen the service and repaid it. We had paid $100 originally, then we paid another $100 to start the service over because American Home Shield has a 30-day rule. That was fine. We got it started over.

Sears came out again. But they didn't know what was wrong with it, so they said they would send a higher-level technician. During that time, they would send different technicians to come. Nobody seemed to know what it was. One technician suggested that it was the door not closing properly and ordered door hinges. They would have the parts sent to the house. I would receive the part. I would have a date scheduled for service. But then Sears would send me a message saying, “Your parts won't arrive on time. We'll need to reschedule.” I have nobody to contact to tell them, “Yes, I do have the parts. They're right here.”

I really didn't think it was the door, but I was gonna go along with it and let them do that because I thought, after they do the door, surely, they'll buy us a new oven at this point. They have put more money into this oven than it would have cost to replace it. Never ever get a contract with American Home Shield. What I would like now is for them to replace my oven, and then I will consider if it’s over. I'm considering just canceling, but I feel like I have so much invested in it at this point. I wanna see it through.

I had multiple problems with the central air. Different companies came out several times because every couple of months something was going wrong. I felt like if the repair was done initially better, I wouldn't have to pay $107 every time they came out. But at least I had a peace of mind that if this goes out again, I'll pay it and somebody will repair it.

I submitted the claim over the phone. I don't like to do it online because I wanna talk to a warm body. Getting a hold of somebody is not too bad with AHS. Sometimes, you have to hold but I don't mind the hold time. We also didn't have any issues with calling the service guy up. It did take him a week to come out the second time, but it was a doorbell. So, it was not a big deal.

We think the price with AHS is a little high. They always give you a good price the first year, and then the second year it goes up. So, we've been looking at other warranties just to see what we want. I've not researched it enough yet, but we don't need the whole house covered. We need the heat and air, the appliances, and a couple of things. I don't know if AHS has that, but I have noticed that other companies don't make you do the whole thing and that's more of what we're looking at right now.

We had an issue with our air conditioner not working back in May. It just wasn't cooling. So, we put in a request and they sent a company out and the tech who came out was not great. She didn't have her own tools, and only seemed like she knew what she was doing. She diagnosed the problem as an issue with our blower wheel, and then they had to order that part. It was two weeks before we heard back. Then, they came back out and replaced the blower wheel and stayed for a bit. It was working. Then they left. A couple of days later, our air conditioner was not working again.

We put in a recall request, and that was a pain because, apparently, the blower wheel was part of the furnace and not the AC. Even though the problem was the same, they replaced something in the furnace. So, it is a new call. We had to pay the service charge again. I told them it was the same issue. After some arguing on the phone, they finally sent the recall out. A different tech came out. He looked at it and said the motor was burned out and then I should probably replace the whole AC unit because it's off level because of soil erosion. He apparently put that in, but they didn't tell us the soil erosion part. We don't see what the people tell American Home Shield. American Home Shield denied the claim. They said it was not their fault. So, they were not gonna do anything.

I argued with them a little bit and they finally agreed to send out a different company because we argued that the first company just didn't seem like they knew what they were doing. They said the motor burning out was our fault. I told them they replaced the blower wheel part of the motor so how was it suddenly not working our fault. After a little bit more arguing, AHS agreed to send a second company out. They took a look at things and they said the problem was the first tech wired the blower wheel incorrectly. So after about five minutes of rewiring, the whole system started working and it worked fine. There was no problem with the outside unit that it needs to be replaced. We're six weeks without AC because of incompetence. In the end, they did the right thing for us, but it took a little bit more arguing than I would have liked.

We have been with American Home Shield for over 20 years and have been pleased with most of the work done. We had past issues with a contractor, though, and we asked AHS not to send them again. The coverage is good, but they no longer cover a water softener. My mom pays less per month for a very similar coverage, and she does not pay a service fee at all. With American Home Shield, we have to pay a service fee of $100 each time the techs come out. So we're looking at other options now and would tell friends to shop around.

I called to try to change the vendor. The wait time just to talk to an agent at AHS is 30 minutes forced to leave my number for call back - waiting to see if I actually get a call back. The chat feature is disabled due to high volume - I can see why. You are better off banking your premium and paying repairs out of pocket. I could buy a washing machine five times over for what I have paid AHS.

Neither AHS nor the contractors care about the customer's well-being. American Home Shield refuses to escalate the AC repair to a replacement since it hasn't received a report yet from United Air Temp stating they cannot get the part. United Air Temp won't escalate because they are not authorized to do so. United Air Temp states that the compressor is defective, there is a leak, and a breaker issue is present. AHS has me now waiting on an electrician. The company they assigned says they don't have availability for the next 2 weeks. When I call AHS, they say my words don't mean anything; they will need to reach out to the electrician. Which they say they will do, but won't. I have been thrown into this endless loop between AHS and the contractors with no solution in sight. Meanwhile, my family is suffering. The warranty company is not fulfilling its obligation. It is already unreasonable to have to wait several weeks during midsummer without AC.

I haven't had a great experience. We recently had our Samsung fridge in the back serviced. It wasn't coming on. This fridge was the first time that AHS covered something. Otherwise, there's been four times where they have charged me the $100 and no work was done. Up until this fridge thing, I was ready to cancel service. But my wife said we'll just keep it until the end of the year because we've already committed to it, and then we'll decide what we wanna do. I'm a little double minded whether I'm gonna renew after this year.

I called back the next day on Monday morning and I spoke with a lady, Daffy. I told her that I needed to change the payment method because there wasn't gonna be enough money in the bank and my sister-in-law had agreed to charge it on her card. She said it was fine and to call them as soon as I get the card info. I called back and spoke with a lady named Alexis, and the problem started. I told her not to charge my card but this other card that I was gonna give her and that I'm paying her by a different method. It seemed simple enough, especially since American Home Shield wasn't gonna charge my card until the following day. I gave her the card information and asked repeatedly if she was sure the payment was not gonna come off the original card and that she was gonna change the payment method to this card I just gave her. She said yes repeatedly.

The following morning, the technician came and they did great but my debit card was charged, which caused my bank account to be overdrawn. I called American Home Shield and spoke with several people. Explained what happened to a lady and she said once the service is scheduled, it's associated with the payment method. And there is no way to change that payment method without canceling the service request and starting over again. The service request had already been completed and I told her that was not acceptable. I went back and forth, and I insisted. I got her to transfer me to the escalations department, and I spoke with a guy named Richard who informed me that Alexis shouldn't have told me that and the other lady was right that they can't do that.

I don't see why there's any reason they can't change the payment method. That happens. I deal with credit cards and all kinds of accounts online all the time. And when I need to change the payment method, it's no problem at all. But all of a sudden, it's a problem with American Home Shield. I insisted on speaking with the supervisor but Richard said there was nobody to speak to but he could have somebody call me back in one to two business days. I said the very least they can do is review the conversation with Alexis and try to retrain her. He said they will and let me know. But my point is that it’s ridiculous that I told them in advance and I just wanna change the payment method, which is not a problem for any other company, except for these people. So, I made other arrangements, and I got it covered, but I shouldn't have to go through that, which is why I'm not happy with American Home Shield.

The experience was pretty good. He explained everything to me, what he was gonna do. He said that he was going to look at the pipes to make sure that they weren't dirty or clogged. Then, he looked inside of it. He took it off and cleaned all that out. Then, he went on the outside and just sprayed down the outside and the cobwebs down. It's working fine now. There's no more leaking and it's great.

Every time I called AHS, the techs came out as fast as they could. It was no more than a couple of days I had to wait. It's been pretty good. For my recent claim, the tech was fast. Didn't take all day. He told me exactly what's gonna happen. I asked him, "Is there any way that you could come back again if I need you?" He said, "Possibly. This is what we do." He was really nice.

However, maybe they could carry a little more equipment that they could work with. With our claim, it needed a pipe that went on top and he said he didn't have any. He said, "I don't carry those." So if they had extra pipes or things that they needed, that would be more convenient for them and the customers.

I also lost my furnace in December, and it took over two months to repair it. And it was because of the very issues of number 1, qualified technicians to be available, number 2, getting people scheduled. In the meantime, I was without heat for over two months in the winter. So, I'm not thrilled with American home Shield. But the technician that I finally got was fantastic. He was really good.

I also went to the Better Business Bureau because I have an insurance policy for my refrigerator with them. The refrigerator went bad. The guy who came out to look at it said that I damaged it. My refrigerator was brand new and I never damaged my refrigerator. It's a $4,000 refrigerator. I went to Better Business Bureau and sent them pictures of everything inside my refrigerator. American Home Shield just sent me a check for 1,800 bucks. My insurance policy was for 4,000. And that's what my refrigerator cost. It was a constant battle with them. 

For my recent claim, Universal Repair was supposed to come out and inspect my home appliance. Instead of a thorough check, they just provided a video assessment and decided the vent pipe was the issue. A piece of a dryer sheet had made its way through the vent pipe, but they never checked it. I also had a claim for the garbage disposal. They replaced it with a lower-grade model that lacked the same power as the original. I fought with them but got nowhere.

My son went to Home Depot and got a $12 part, fixed the leak inside the chamber of the water tank and he put the part in. It was a plastic part and he got a copper part. That was part of the problem. He fixed it, it stopped leaking. I was able to use the water heater. I got lots of hot water. The galvanized pipes are still leaking on top. We still had to deal with that. But I didn't have to have a new water heater. The guy was wrong. I told AHS that when I called back. Yet two days later, I received a letter that said they couldn't fix my water heater. I said, "Nobody communicated with anybody else." It was amazing to me. It was stupid. It had nothing to do with anything. I was the one who declined the service, yet they told me they're declining it after I already did two days earlier.

The other thing was a billing problem. They don't communicate with each other. AHS wanted to know if I wanted a cashout of $530.66. At first, I said, "Yeah," but I looked at the stipulations on the email they sent me and I called back and said, "I don't want the cashout." They contacted billing and stopped it. But someone else contacted me who didn't know anything about that and said the cashout is in process. I said I already called and stopped that. AHS should communicate better with their own internal mechanism because three departments had three different responses at the wrong times.

When they came out, my husband was here. I was at work, and he said that they were in a regular minivan with kids in it. It was weird. They weren't professional. They didn't have anything on their van showing that they were a business. They didn't have any outfits on to know that they were a business. So, my husband was a little skeptical. They didn't speak very good English, too, so he was having a hard time understanding what they were saying. When I got home, he was like, "You might wanna call them. He said they have to get a part and they'll have to reschedule or something." It was hard to get ahold of anybody on the phone.

Someone called me and I couldn't understand him very well on the phone, but he said they were gonna have to order a new capacitor. Then he said something about the R-22, and we can't do that anymore. He mentioned that even to find a part could take a month. We were getting ready to have family come in town for a week, and all the bedrooms are upstairs, and I couldn't afford to put them in a hotel. We can't be without an AC. So, the guy said I needed to get a whole new system. When I asked him how much it would cost, he said he had to get back with me because he didn't know. It's been a week, and we still didn't have a solution.

Finally, I called Heather and said, "I don't know. I'd like to use you guys as a service, but I don't have a lot of options here, and he's not getting back with an estimate. I don't even know when he can come replace it." I've been with AHS for about 14 years. This was not a normal experience for me. Meanwhile, we were trying to figure things out and we were trying to shuffle people around in the beds, and the air was out. Heather told me to go get a portable AC unit and that would be on her until we can get things figured out. My husband was desperate and he said, "Well, if we're gonna just have to get a whole new system, I don't know if I want this guy that can barely speak English and is not getting back with us putting it in." We couldn't get American Home Shield to send somebody else out because they hadn't closed out their claim.

I'm a real estate agent and I used a lot of different AC services with buyers when they need an inspection, and I was familiar with Christmas Air, and I asked them to come out, and within 30 minutes, they gave me a quote and told me when they could do the installation. It was such a different experience. I called Heather and asked what my options were. I couldn't wait a month for a part to come in, and I didn't feel comfortable. She said they'd send A-US Air so I could get a second opinion. We were a week and a half out without air, and my company was coming in three days. So, I asked Heather what we were gonna do and she said, "Well, we could possibly do a cash-out if A-US Air can't figure out what to do." A-US Air came and they said they could order a part but it was gonna take a while, and we probably should just get a whole new system. So, they were saying the same thing.

At the time that Christmas Air came out, they said they could install a new system in the next day. A-US Air said they'd have to see what they could get covered from American Home Shield, but it could be in the next week. We were in a weird position. So, I reached out to Heather and I said, "Is there anything we could do for like a cash-out or where are we at, at this point?" Meanwhile, I still hadn't gotten an estimate from Air Rescue. They didn't respond.

Finally, I called Air Rescue and told them we've been waiting for an estimate. The person I spoke with told me to call his manager. I told him it would be nice if his manager could call me. I got a call from the manager and he said, "Yeah, we can't come out right now. It's gonna be a couple of weeks for a part. I don't know. You can check with your American Home Shield about doing a new system upgrade." I told him we needed air installed. We couldn't just sit here and wait for them to figure out what to do. He then said, "Ma'am, I don't wanna talk with you anymore. I don't wanna work with you anymore." He was really rude and he said he'd never want to come to my house again. Still, we hadn't had an estimate from them.

Initially, they diagnosed that the compressor was the issue. When Christmas Air came out, they said that they don't know how Air Rescue missed that the coil leaked all through the pan upstairs in the upstairs unit. My husband said they went upstairs and looked at everything. So, the whole problem according to both Christmas Air and A-US Air was the coil. Overall, Heather helped with a lot of issues. Carolyn was not helpful at all. When I was connected with her, the experience was terrible. Victoria was really helpful, but Heather was what brought this all together. If it wasn't for Heather, I would have lost my mind.

Majority of my experiences with American Home Shield have been fine, but with the one most recently, they gotta get their stuff together. My husband doesn't want to renew our membership with American Home Shield going forward at this point. I think we're just a little raw from that incident, but they did resolve it as best they could. I just think it could have gone a lot better. Air Rescue needs to be removed from their list of vendors because my experience with A-US Air was much better. If I would have had them initially, things would have gone a lot differently.

He tried to fix the faucet. It's over 10 years old, and it had corrupted. He wasn't able to fix the problem, and he was afraid he was gonna break it if he push any further. He said it was gonna have to be replaced. He said that he would submit details to the insurance, and then they would let me know if it was approved or not. They would also order the part and bring it out.

A service person from Summit Plumbing came out, and again, agreed it was the water line. When I got back to American Home Shield, they said, “It's not covered.” I said, “Then why did you send him out?” It didn't make any sense. The biggest concern for me was that was delaying me getting that water line fixed, and I have fruit trees in Arizona that need to be watered. It's 112 degrees, so I couldn't let them go very long. I ended up going through my insurance where I had coverage for that line with a $500 deductible. Because Summit Plumbing came out and I'm in Pennsylvania, I thought, “Okay. They must be a reputable company. American Home Shield uses them.” They were the ones that fixed my line, but there was certainly a delay there.

American Home Shield should not have sent Summit Plumbing out. They should have just said to me that it was not covered. This is a basic water line. It is or it isn't covered. So, I called American Home Shield back and complained. “Look. I want my $100 back, because you sent somebody out. It caused me an issue, but in addition to that, it cost me $100, so the least American Home Shield can do is give me back that $100.” They didn't refund me. I've been with American Home Shield for at least a couple of years. I've had them in the past, and I have them on another property. I've been okay with them, but I've heard other people say differently.

Augusto Garcia HVAC came out afterward and inspected the system. I thought it might be the damper because it was making a noise, but the tech identified a communication glitch. The control board that controls everything was not talking to my system the way that it needed to. He said he could submit a request to American Home Shield to see if the board could be replaced. He was very knowledgeable, informative, and thorough. I walked him through the history of the issue, and he was appreciative of the information. Since his visit, I have not had any issues. He asked me to reach back out if the issue continued to persist.

Overall, I am pleased with American Home Shield. They contact me within 24 hours of a service request and send technicians in a timely manner. Those who come seem to do a decent job. The one thing that I am questioning is what the vetting process is for these vendors. But as long as American Home Shield is sending out a reliable, informed company, people are in good hands.

I had an electrical plug that overheated and sometimes would not work, and a dimmer on another light switch that would also not work. I went online to submit the claim and it was fast and easy. Very little thought required. From the time I went online and filed a claim to the time that I spoke to the contractor's office manager, it was same day. The contractor communicated everything with me. The tech explained some stuff that I already knew, but he explained it just to cover his own bases, making sure that I understood some of the concepts behind what was wrong and how he would correct it. Great communication. Everything functions exactly as intended.

When the furnace had a problem, I ended up having far more out-of-pocket than I intended. There was a gas leak, and we could smell gas for over a year. We could never prove where it was coming from. It was finally traced to the furnace, but we could not prove whether it was a valve or the electronic control board. Also, the age of the unit made it almost unserviceable, so it was a full furnace replacement. AHS contributed a certain dollar amount toward the situation, and I needed to pay the rest. However, everything else that AHS did has been great.

The first issue the contractor came out about was for plumbing. I have a spigot on the outside of my house that constantly leaked. And I had a toilet that consistently ran, and I had a leak in the shower. The tech stopped the toilet from running, but he said that the shower was something that needed a little more. Also, he would have to come back for the spigot on the outside. They came back a second time. The first contractor didn't have a lot of knowledge, but was polite.

I had another runaround with a company where they came out for my AC and determined that it needed to be completely repaired. The tech seemed like he knew everything. The third time they came out was a follow-up to the plumbing and that representative explained that I was charged $99 in error and he was supposed to get me my money back. He let me know that the first one that came out for plumbing had some issues on the job with messing up jobs and that's why I was charged in error. Also, he's supposed to have them call me back to reschedule an appointment to fix my spigot. But I still haven't received a call.

I'd still recommend American Home Shield to a friend. It has been worth it every single year. There's always something that fails in your house that is always more expensive to fix than it would have been to pay the contract for AHS. So, for us, it has always been a net positive. When I tell people about it, I say that it has been valuable to us. It saved us money every single year over the cost of repairs. I encourage people to go that direction.

The young man was supposed to come back on Tuesday. They sent me an appointment saying Wednesday when I called, and I told them I'm not available Wednesday. The appointment was supposed to be Tuesday morning between the hours of 8:00 and 12:00. And that's what the young man and I agreed on. But when the company sent me a text message, they said that that was not available. They made it for Wednesday from 8:00 to 12:00.

I called them and the young lady, Serena, from the door repair company changed it to Tuesday to accommodate me, but from the hours between 2:00 and 6:00 that afternoon. I was home all day. I called the day before to confirm it. It was 2:00 to 6:00 and I called the day of. About 5 o'clock, 'cause nobody had contacted me, I asked, "Are you sure I'm on?" The rep said, “Yes, ma'am. He's in Tallahassee, and you're next on his list." He never showed. He never called. I told them, "I didn't want that young company to come out anymore. Give me the next company on the list to come and service my garage door.” AHS’s response was, they were gonna refund me my $100 service fee. But they still haven't put my money in my account. My desire right now is to leave them. 

They weren't even accommodating. This was the worst. What makes it so bad is I just changed in February to their Platinum premium. I went from paying $141 a month premium to $189. I'm thinking I'm gonna get top-quality service with that higher pay package. But it was piss-poor. It was worse than when I was paying the 141. 

Over the years, I have worked with AHS and I've gotten the repairs done in a timely fashion. I've had a few hiccups, but it wasn't per se on American Home Shield, it was on the people they have. And, a lot of the repair guys even said that they don't like working with American Home Shield 'cause it's like pulling teeth to get paid.