American Home Shield Reviews

As far as American Home Shield, if the service was just a little quicker, I'd be happy. It takes individual follow-up on my part to get in contact with the specialists that are approved by American Home Shield. After I submit the claim, they will tell me who my assigned person is. I don't hear anything from them and I always wound up having to reach out to the company. It's every single time I've had a claim. I've had to reach out to the company before they establish a schedule with me, and it really should be the other way. AHS should have some kind of quality control over the time frame from when the claim is submitted to when an appointment is scheduled. If I don't have a scheduled appointment within 72 hours of filing my claim, I'm not happy, and that's generally what happens.

The technician that came out to work on my stuff was overwhelmingly professional. They did an absolutely amazing job from start to finish. From the time that they called me right before they got here to when they were here, how professional they were, and in my house, when they got done and left, hands down, they did an excellent job. The only caveat was having to reach out to get scheduled.

What I like most about AHS is I have a peace of mind. I know that if one of my appliances goes down, I'm paying 100 bucks, and it's either gonna get fixed or replaced. That sits well with me. I've seen the cost of my plan over the years just rise. If I set something up, I would like for that to be my price. When I first started, it was $72. Now, it's almost 100 bucks. I get that costs go up and they got to pass it on to the consume, but at the end of the day, the expectation stays the same.

In all actuality, what more are they doing for me to warrant an increase in that product? Their services haven't changed. They're communicating with third parties to come and fix my stuff, and that's it. The only thing that I would say might change is the fact that the items that they might replace are a little bit more expensive. Even then, they set parameters on what they're willing to replace with. So, it's not like whenever I have to replace a dishwasher, I'm getting the Cadillac of dishwashers. They are assigning me one that's in line with the capabilities of what I had before. They replaced my washer one time with the same washer. That was awesome.

I submitted the claim online and it was easy to get to and understand. I didn’t have to call anybody and was able to fill out the details. The contractor texted me back and said when they would be there and at what time. The guy called when he was on his way and when he was down the street and said he would be here in 15 minutes. I was skeptical about using American Home Shield for the first time, but it worked out perfectly. The contractor was upfront about the cost before they arrived. They told me it would be around $100 plus tax for the service, and the parts did not cost anything extra. I would highly recommend American Home Shield and do it again with them, no questions asked. I would tell a friend to call them and let them know I sent them. Hopefully, they would be able to repair the issue one way or another.

I rated the technician who came as 1. When they completed it, I kept saying, “They're not working.” He just took a picture, snd went back, with a bad attitude. I put that also in the written email. But once I rated them as 1, they called me back. I said, “You wouldn't call me back.” They wanted me to change the rating, because it would damage their business. I said, “You are not addressing the problem, but then you wanted me to change the rating. I never received a call once from you to give me an update or address the problem, but you want me to change the rating because it's gonna damage your business.” That was crazy.

The only thing I didn’t like was the window of time when the techs could come out, which was an 8:30 to 3:00 timeframe. And for the big issues, not knowing how much American Home Shield covers. For instance, if my furnace goes out, not knowing how much that will be covered or how much they will replace for the bigger items that just go out and need a replacement, is kind of up in the air. American Home Shield finds contractors for you who are reputable. But the price keeps going up. I have been paying for this since I got my home, and it started at 70. Now, I'm probably at 100.

American Home Shield sent out Repair Rite and the only thing that concerned me was that they sent out a different guy than the one who was on the message about who was coming. He didn't wear a uniform and didn’t come in a marked car. But the guy was able to evaluate it quickly and everything turned out okay. He didn't have to even stay here very long.

My dishwasher was 11 years old and AHS took extra time while I was without a dishwasher because they had to send someone out to evaluate it. It went back to AHS either giving me a new one at a certain level they would allow or allowing me to pay the difference for another one. I'd be paying more if I paid the difference, which was very odd. The options requiring me to pay extra were a bit much. But it worked out. I opted to take a cash payment because I could buy a dishwasher that was good and the cash option helped alleviate some of the situation. My only thing is that the retail value of the dishwasher that I bought originally was more than the one that was offered.

I’ve been with American Home Shield for three years and this was our first claim. They cover quite a bit, but there should be considerations given for plumbing that is outside the home and not a city water supply, like a well, because that's what I have. If I had known about it, I might have done something such as a better connection of my well and plumbing to my house. But the reps were very nice and did their best to help me and did what they needed to do to go through their processes to escalate. The price has gone up every year since I've had the policy with AHS. It started at $70 a month and it's now $100, which is very disappointing. Especially when I haven't had any claims, that’s not right. But I’m right on with everything. After going through a claim and being with American Home Shield for a few years, it’s worth it to have something to lean on.

If I have an HVAC issue, they use one particular company. The last time I had them out, it was a really good experience, one young gentleman in particular, whom I've dealt with a couple of times. Before that, I had a shoddy experience with that HVAC situation that caused the condensation pipe to come loose. Because our HVACs are in our attic, it dripped through and destroyed the ceiling above the bathroom.

The company can be hit or miss, depending on who you have out looking at it. So, when you want to reach somebody to resolve the situation, then you have to deal with this HVAC company that is regional. Then, to go through American Home Shield to find somebody else to do the work is virtually impossible. One more thing, it's that when we were going through this whole situation, where it took months to get the repair done, questions answered, it seemed like every time I called, I was starting at square one because I had a new person every single time. I couldn't get the same person to work with me.

But we've had really good luck with AHS. Our pool pump and mechanicals on our pool are covered. And the gentleman who works on that has been really great, and I haven't had any issues. Also, their price is not terrible.

I've been a customer with American Home Shield for almost nine years since I've had the house. It was recommended to me. I'm a Realtor and another agent referred it to me for one of my clients, and then I've been using them ever since. The prices have increased, but the cost of living has increased so, it's not really a complaint. It just does seem to get a little pricey for the service. I've had a few clients end their relationship with them because $150 every time someone comes out can get a little pricey. But with this latest service with the refrigerator, kudos to American Home Shield because they have that company in place.

A few years ago, there was a different company for appliances, and I really want to say kudos to American Home Shield for getting this other company. I don't know if they still have both but this company was amazing. It's all about who you partner with when it comes to these kind of situations, and they really partnered with the right company. It shows that they care about the customers. It was really great.

I pulled out my cell phone, and I said, “Let me just look at Home Depot, what an opener costs." I saw openers out there from the low 200s to you can get a Cadillac maybe at $400. I said, “What is the rest of this covering?" He said, "You can get that door opener, but then it's $450 for labor." I said, "That's okay." Later that day, I went to Lowe's. I bought the door opener for 279 and Lowe's had an installer for $175 come out. It was about 450 altogether. But they wanted to charge me 1,175. I asked the guy from 495, I said, "Is the home warranty company going to even pay for the installation even if I bought the door opener?” But it was like the guy didn't want to do anything.

I'm sitting here, I'm paying 120-something dollars a month with American Home Shield. I hadn't gotten around to it, but I'm at the point now where I might as well look for another warranty company. I couldn't even get anything from them from a labor standpoint. The opener had to be replaced. I’ve been with AHS for twenty years, and the rate’s been going up and up every year. I'm probably going to cancel them and start the research process because it's just not beneficial when they're not covering stuff that I need them to cover.

So far, everything I've had to have done through American Home Shield had been fine. I haven't had an issue that's not been covered, so I have nothing to complain about at this point. For my personal home, I have another warranty company, and I'm not real thrilled with them. With American Home Shield, I like the fact that if an issue comes up in the middle of the night, I can enter a claim online and it's accepted.

Also, I am told one thing in a verbal conversation and then receive some sort of written communication that contradicts the verbal statement. This led to my having a repair to my AC system that I would told would be covered but then was not. I was given, in writing fortunately, the information about cancelling my plan, and that requires a phone call. But there is a specific person I must speak to, they are never available for the phone, the agent on the line PROMISES AND GUARANTEES that I will receive a call back to complete the matter within 24 hours; this happens repeatedly with no call back. This means I am paying (double over the previous month by the way) for a contract I cannot use as I do not trust the company.

Sadly as I had a more positive experience with them on my last home 25 years ago. I advise others NOT to trust American Home Shield. They will say anything to keep you under contract and will not deliver reliably. I have had to tell my bank to not allow any further charges from them as there is no way to manage this on my own online and the phone calls are ignored. Can you tell I'm a bit frustrated? That's after spending hours on this!

We pushed back and tried to work toward a more reasonable solution. I even took the time to review the contract and sent a written request citing their language around when replacement may be appropriate if a repair is not reasonably feasible. I asked a straightforward question multiple times: what are we supposed to do without a refrigerator for 2–3 weeks? Unfortunately, we never received a clear or helpful answer.

Instead of working with us, AHS seemed unwilling to consider the situation or offer a practical alternative like replacement or reasonable compensation. The experience felt very one-sided and frustrating. Customer service was also difficult at times due to communication barriers, which made an already frustrating situation even harder to resolve. Overall, this experience did not match the level of support or convenience AHS promotes. I would strongly encourage others to read the fine print and consider whether this type of service meets their expectations.

Original Review: We purchased a cabin in the mountains and were advised to get home warranty coverage, so we chose American Home Shield (AHS). In hindsight, it has not been a good investment. One major limitation is that AHS does not allow you to choose your repair provider. Even though I confirmed with several local appliance repair companies that they work with AHS, my service requests have consistently been assigned to Sears (CA-North)-3. Unfortunately, the service quality has been very poor. The technician misplaced screws during a repair and only addressed the issue after my wife specifically asked if he had replacements available.

Because the cabin is 180 miles away, every service appointment requires a dedicated trip during the week. To make matters worse, appointments have been canceled with little notice—twice on separate occasions—causing additional inconvenience and expense. Overall, the level of service we’ve received through AHS has been disappointing. Before committing to a home warranty, I strongly recommend confirming which service providers they actually dispatch in your area. Otherwise, you may end up paying for a service that doesn’t meet your expectations.

They told me that I would be contacted the day before to tell me when they would be out. But I never got that. My AC went out on Friday morning and they could have got out here on Friday afternoon because with the heat in Texas, that's an emergency. But they didn't treat it as an emergency, so we waited three and a half days. On Monday morning, I called them as they opened and I told them what was going on. I told them nobody had given me a call and nobody texted me anything though they stated this was supposed to happen. They said they were gonna try to get ahold of the person that would come out so I waited. They came back on the phone and said, "We sent a text message. They're not answering, but they will come out today.”

At 12:00, still nobody called, still no answer, still nothing. I called them back and I was irate. Their headquarters is up near Dallas, so that's five hours away. I couldn't just go there in person. I sent another text message to the tech. At that point, they were trying to get the tech on the line. As they were talking to me, I got a call from the tech. I asked him how many times did his home office contact him and he said it was the second one so they lied. This company dangles a fishing line out in front of you and just string you along. The tech said he wouldn't be able to get out until 5:00, 6:00 but he came out before 5:00. He sucked out the line to see if it was clogged. It was not clogged. An hour and a half later, it started spilling up again.

I texted him back and he said he would escalate to his supervisor. He didn't come out until the next day. But I had cleaned it out and I got it back working. When the supervisor came out, he said he was not seeing anything wrong. I told him the refrigerant in the AC was low. He said American Home Shield only covers $10 for the refrigerant so it was gonna be $120 something. It's worthless service, so I will be changing AHS.

Clear Flow came out, and they told me that I needed a new hot water heater, and they wanted $3,200, which AHS denied. So, they had a second person come out. CK Plumbing came out, and they said that it was something else going on. This claim was put in on the 4th of April, and it's been over a month, and I had not gotten service on that water heater yet. CK made a diagnosis, and they never submitted a report. I've called American Home Shield umpteen times to try to get this rectified, and each time, they tell me they're going to reach out to the company, and once the company gets back to them, they will get in contact with me. They keep telling me to call back in 48 hours like what I've been doing for the past month, and I have still not gotten this rectified. So, I did tell them that my intention was to leave the company and look for another provider because this is not fair.

I've tried to reach out to the company that came out. They don't answer the phone. I know that American Home Shield also reached out to them. They called them several times while they had me on the phone, and they were not able to reach them. My hot water heater is still not working properly, and it's been a month that I've had to deal with this here, which I shouldn't have to deal with it, because that's why I have a home warranty company.

AHS said that they couldn't send anybody else out until they got a report from CK. So, I have to wait until this person decides that they're going to submit a report. In the meantime, on the 15th of this month is when the money comes out of my account, which is over $200. I'm not going to allow that to happen because why should I when it hasn’t been what it should have been?

As far as submitting a claim, normally, I call and speak with someone directly. They address my concern. They have someone call me, and it should be taken care of, but this incident wasn't. I had another claim. There was a clog in my drain. They sent the same company out, CK Plumbing. They said they were not able to unclog it because it was grease in the drain, and that's what's causing the problem. They said because it was grease in the drain, American Home Shield was not going to cover anyone else coming out to take care of it. So, I called my own plumber. They came out, and within the first five minutes, they were able to clear the drain. I had to pay a total of $740 for that one visit. I called the American Home Shield and they did nothing. I even had the report of the plumber that came out to my house, and they said they snaked it and the drain has been fine ever since.

I’ve had American Home Shield for a long time. I don't have that many claims, but the ones that I have had, they take care of them right away when I call. They call somebody and somebody calls me right back within that day or the very next day, depending on when I call. American Home Shield has good people. I will never change companies because they have always done me right.

As a service, American Home Shield is fantastic. As a homeowner, everybody should have it. But there is kind of that balance between cost and the pain associated with using it. It's tipping the scales for me. 13 years and two houses at the same time. It has tipped the scales that I'd rather just put that money in an account and use it for repairs.

I always have to call a representative when I have a claim. Their online portal is very narrow and, typically, doesn't cover most of the problems. Some of their representatives are good. A lot of them are scripted, and so they take a lot longer than necessary, but that isn't necessarily specific to American Home Shield. It seems to be a call center standard. The call takes so much longer because they can't just say, “Okay, thank you.” They have to say this whole script. It's frustrating.

My primary residence was in an area that was more densely populated, more service providers to choose from, but the service the area where I am now, there's much fewer contractors, sometimes none. Sometimes they assign contractors that aren't appropriate for the type of service request. I have had in both homes boilers and, for whatever reason, especially with call centers, the concept of a boiler is unknown. And so, it takes a lot longer to navigate, to explain. I read the contract before I put in a claim, but yet, I feel that many times I'm having to explain the coverage. In the contract, it's covered, but just from their frame of reference or experience, because it's unfamiliar, they'll say that it's not. So, it takes a lot longer than necessary.

My most recent service requests have been frustrating because the service provider does not communicate with me in a timely manner, or does not communicate. It's been very frustrating. Not with the actual technicians. Very rarely, over all the years, have I had an issue with a technician. Typically, the issue has been with American Home Shield representatives or with the service provider.

When I joined American Home Shield, I was active duty, assigned overseas, communicating with them. That was very apparent. I don't know at the time if they offered a military discount, but I ask every single organization that I interface with, or if it's not stated, I ask. And recently, I discovered that they offer a military discount. American Home Shield has become very expensive, and everything has become expensive, so I understand that, but they had an advertisement saying that they offered 20% off to active duty and veterans. And when I called, they were like, “You're not eligible for that because it's only available to new customers, which I find ridiculous. It seems to be a very, very, very narrow marketing ploy. It is a bait-and-switch tactic.

Apart from all my other issues, it has been a good service for me. I have relied on it, especially when I was overseas. But I don't understand. They offered me a token credit for one year, but I renew every single year. Every single year, it's a new contract. I don't understand why they would not then say, “All right. Well, your contracts in effect then, but we'll start the discount for the next term.”

American Home Shield has a very limited service request profile online, it doesn't reflect what the coverages actually are. I have yet to be able to submit a service request with their online tool without having to call. Their software is terrible. Whatever is listed in my contract is covered items should be reflected. I should be able to click on it. There should be submenus. If I'm saying plumbing, there should be submenus on whether or not it's this or that, or this or that. It's not. It almost feels as if it's discouraging you. It feels as if it discourages people like, “Oh, this isn't covered.” Because a lot of people don't actually read their coverage. They don't actually read the contract.

My sister also has American Home Shield, and she was not aware of things that are covered, because when she goes to look at it, and I was like, “No.” I said, “Send me your contract.” Because she's in a different state. She may have a different plan. And I said, “Send me your contract.” And I told her, I said, “No, this is covered. This is covered. This is covered.” It feels as if their webpage is used as a barrier so that people don't put in service request. It is not to enhance or streamline or make anything more efficient or user-friendly.

For example, you have either hot water or steam boilers. But online, if I were to do a service request for a boiler, it's only steam. But then there is hot water heater. I don't have a steam boiler. I have a hot water heater, but my boiler provides hot water heat. It is both, but you get the wrong provider. And I have to qualify every assigned service provider, because as soon as they say, “Oh, I've assigned somebody,” I have to contact them and say, “Do you work on boilers?” “No, I don't.” “Okay.” So, not only then I have to call back American Home Shield, say, “This provider doesn't work on boiler.” They're like, “Oh, well, we have to wait. They have to tell us.” I'm like, “Okay.” So, then I have to call back the provider, say, “Could you please communicate with American Home Shield that you do not work on my equipment?”

Then they'll assign someone else. Again, they don't work on boilers. They don't work on boilers. What I've had to do is, if I know that there is a specific provider who works on boilers, I have to request them. It just makes it easier. But again, this is my time. And again, I can't use the webpage. So, that's why I rate it so low. It's a covered item. But yet, I not only have to spend extra time with the online thing to try and see if I can put in a service request for this specific issue, but then I'm educating the people online by saying, “No, this provider doesn't do this,” or, “This provider,” or “It's not a steam boiler.”

I recently had a service request and radiators are part of a heating system. Yet, I had to go back and forth. It even got escalated because American Home Shield says, “We don't cover those. We don't cover that. We don't cover that.” I told them, “But you do. You cover my boiler heating system and radiators, and the pipes that lead to them are part of the heating system. It's more plumbing than anything, but it's not plumbing.” It took me two days and four calls and a couple of emails just to finally get somebody who acknowledged that it was a covered item. That's the best par for the course with me. I know it's covered because my contract says it's covered, but they don't know the contract.

The second tech came. It was very cold in the Palmdale area. He fixed the heating system. But he did not fix the AC. I called back. The third tech came. I paid again. He said it was the mess with the wiring. I made a complaint every time. They need the two people right now to finalize and to approve this. Nice people. The third one, it became rocket science. They were going to review the estimate, but the kind of bureaucracy that you will obtain in the history of the former Soviet Union. It’s terrible service AHS is providing. This is torturing people. They need to improve their services.

I have not reached back to the vendor yet. The person I was speaking to said that after the day of our phone call, he was going to be on leave and he would call me. I was trying to be patient. Because I was already at a point where the food had spoiled. I went out and bought another small refrigerator for the basement to tide me over in the interim. But it means going to the grocery store every other day because it's a small refrigerator.

Submitting the claim with AHS is okay. It's a little frustrating because they only ask for minimal information when you do it online, and they collect the fee. But then, when they're not able to provide the service, there's no way to get the feedback. This brand of refrigerator, apparently, is a little bit obscure. And had I not already paid the fee, I would have sought other providers for service. But I was already committed to working with American Home Shield.

I felt a sense of urgency with the refrigerator and the loss of food. I asked to speak to a supervisor, and they told me that my contract states that they will provide service within 24 to 48 business hours. So this happened on a Saturday afternoon. That meant I wasn't getting any service until Monday at the earliest, possibly Tuesday. And that was a little disheartening, given the kind of appliance it was. I spoke with someone. She really was not giving a supervisor vibe. She was not particularly personable and didn't have a very customer service tone. But she said she was an escalation specialist.

It's troublesome that when you have an issue or a concern, reaching a supervisor or any other means of communicating your concerns is very limited. For example, I asked for an email address or even a street mail address that I could send a letter outlining my concerns and they said there is no customer service email and there is no address. It's a business. They have to have an address. But more than one person told me that.

I was disappointed with the process when we had to replace our heating system in January. They only gave us $800, and the heat alone was going to cost $5,000. I ended up replacing the heating and air conditioning systems just so it would all be replaced. I was not happy about that. The contractor they used would not give me an itemized breakdown of what they were charging for. I had three other people come out and give us estimates, and they were inflating the costs to be able to get more, and they wanted us to pay that. American Home Shield would not cover the additional charges, and if they were not even gonna tell me what I was paying for, I decided to get it done myself.

In the end, American Home Shield still would have only paid $800 even if I had gone through their contractor, and I would have had to pay extra. I got a much better unit by doing it myself, so overall, I haven’t been happy with the experience. American Home Shield pushed the price way up from last year. They got it down for me, but it’s still very high, and I could have gotten it cheaper through somebody else.

AHS ended up charging us another 125, but at least they gave us a credit for $75 'cause the whole ticket was past the 30 days. And I appreciate that. But if the ice maker works for a little bit, and then it stops, and then fills up the tray with water, I guess there is a problem. Also, our first-year rate was a low fee and then it doubled. We've been with AHS for a year, and then it automatically renewed in March. Then surprise, it's doubled without anybody saying anything from the very beginning. But their reps have been polite on the phone.

AG came out for our washer. We got a code, and it wasn’t draining the load. So, whenever the load was finished, the clothing was so wet that it would take hours to dry. The young guy looked at the washing machine and said parts were needed. They ordered the parts and the following week, he came in and installed them. He wasn't there for very long. He said we were all set, and he left. But I did not ask him to run the washing machine. That night, my wife ran a load and the washing machine worked, but it sounded like a locomotive was in our laundry room. It was so loud and there was water leaking out from underneath. So we called AG about the issue, but no one had come out yet. They said a technician would come once the parts come in. We asked what parts they were talking about because the guy had not been out to find out what the secondary problem was. Communicating with them was difficult at best.

The guy finally came and AG called and said the parts were ready. We were thinking about what parts they could be talking about. If it weren't so irritating and time-consuming, it would be funny. The guy brought something in when he came out, and half an hour later, he said there were some problems with the washing machine. He recommended that we replace it. This was on a Friday, and on Monday, we received an email or letter stating that they would not replace the washing machine because of a clause in the contract. They said the drum was broken due to abuse, so the replacement would not be covered.

The washing machine was working, except that it was draining, before the guy came out. We were back and forth with people and finally, I got a guy to throw me a bone. He said they are not gonna charge the service fee, but they can't send somebody else out to get a second opinion unless a new claim is opened, which is another 100 bucks. I didn't feel like throwing good money after that, so I was on the phone last week for probably 40 minutes with a senior supervisor. He gave me a $100 credit for the service charge. But he was reading from a script and there was nothing personalized about it. We waited three times with a four-hour window and now, they are telling me that nothing can be done. So, I thanked him for his time and told him I’m not happy.

When the technician came back, he told us he was going to recommend replacing the washer. But in his report, he stated that the damage was due to abuse and because of a clause in the contract, they were not going to replace it. I felt like he falsified the report and lied to us instead of being upfront at the door and saying there was nothing they could do because of the clause. My wife later looked online and found other reviews describing similar experiences involving falsifying reports and lying. Because of everything that happened, my wife contacted the credit card company to dispute the monthly fee, which was just under $100. We felt it was fair to try to get one or two months credited back since we had received some semblance of service before this issue.

American Home Shield is very responsive when we submit a claim. We call and we’ve got the lingo down and we know what to expect. The rep would say one of the repair shops will be contacting us. And the companies always come out in a timely fashion. We're not big on the four-hour window, but it's the way in their world. So, I get it. They make the appointments. They're good about following up and saying okay. Most of the time, our technician is 15 minutes away, which is very helpful. But that’s where it ends. Everything else is not good at all. Price-wise, AHS is just like every other insurance company. If you make a claim, your next month’s bill is gonna be higher. Originally, it was 29.95. Then you make a claim and it's $40. Then you make another claim and it's $60 a month. We're up to just under 100.

I'm in the service business and I know customer service backwards, forwards, and in between. So, if I were the president of American Home Shield, heads would be rolling. They have no idea of the definition of customer service. They're robotic and unyielding. I would never recommend that somebody engage American Home Shield in business, and we certainly are no longer a part of their insurance company. If I had the time and the energy, and it was worthwhile, I would sue them for several different things. But I'm not litigious, and I don't have the time or the energy.

I asked American Home Shield to assign a different contractor because the first contractor they assigned eventually called and wanted to know what the situation was and what was happening. I explained that I was looking to upgrade the system from the old refrigerant because I had heard the newer systems are more cost-effective. Over the last few years, a few technicians who came out for the same issue had told me the system was old and that I would probably need to upgrade it within the next few years. But with American Home Shield, the contractors seem a little shady. I’ve had other contractors come out for other things, and they were trying to get over on people. One contractor came out when my hot water heater went bad and wanted to charge me an additional $1,600 to replace it. I talked to a friend of mine who is a master plumber, and he did it for $600. Somebody needs to look at these contractors.

Submitting the claim is easy because you go to the website. But when I called and tried to explain to the customer service rep what the first technician had told me about speaking with American Home Shield regarding a possible upgrade, she told me that the technicians had said the coils were bad. I was trying to tell her I didn’t want to just fix the coils again, because the last time that happened, they ended up replacing the whole handler upstairs. I said I was just looking to do a full new system. But she kept saying they would need to send someone out again to do another estimate. Then a new contractor called me today and said he would call me back after getting more information, so I’m not really sure where I stand right now.

I would probably just look on Google, and have somebody check the contractors and see the negative comments. I went on Google for the first contractor that AHS assigned me, and people said they didn’t get back to them for a whole week and didn’t install things properly. Sure enough, those people didn’t get back to me. When contractors are assigned, the assumption is that they are responsible, but that’s not always the case.

My wife upgraded the warranty so it remains to be seen. I’ve noticed that the contractors come out here and sometimes want to do things that probably don’t need to be done or add extra work. I was a contractor before, so I know when they’re trying to do that. If I see they’re just trying to make a little bit of money, that’s life. This is the first big thing that I'm gonna do with American Home Shield, and I've been with them for probably over a decade. So, it all depends on what happens with this because I don't know what to expect anymore. I just got home a month ago from the hospital and I had to deal with no heating and no air conditioning. So, I’m just putting up with it. It’s just a waiting game.

Despite repeated calls to customer service, we are still waiting for a final decision on this claim. The lack of accountability and communication has been extremely frustrating, especially with young children in the home and multiple service visits creating ongoing disruption. At this point, we are trying to understand whether this is an isolated experience or part of a larger pattern. If you have had similar issues with this company, how was your situation resolved? Or are you still waiting as well?

I called multiple times getting the same runaround. I requested to talk to a supervisor or someone else and they could only "put in a ticket" for me to talk to someone, but couldn't give me direct contact information for any other department. After three weeks of zero movement, I finally decided to try and cancel my plan because it clearly did not do anything for me. I was on hold for over an hour with them before it automatically switched to the survey and hung up. My time and loyalty was of zero value to them. Since I'm calling them back now, I have had another hour to write this review.

AHS asked someone to come again. And the second opinion inspector came and told me that they have to share the photos and their report with AHS. Then he could make the right conclusion. But I think it should be the other way. This should be judged by the inspector instead of reporting something back to the warranty and then discussing the root cause. I think the inspector should have their own judgment instead of going back to report something and discuss it with them. I don't know why it's handled that way.

American Home Shield does what they promise. But it's hit-or-miss with them depending on who they send out. Some of the “professionals” American Home Shield sent out were less than. We had a contractor out to clean the dryer vent. They did not come out with the correct equipment. They wanna use our ladder. The guy also left a very large coffee mug and we had to climb up on our ladder and pull it out of there. A contractor also made eight visits before they fixed another issue. We were not pleased with them at all. The guy kept trying to divert the problems and telling us we don't have enough insulation. We told him it's the same amount of insulation we had last year when it was working. We also did a claim for the microwave and three months in, they were still wanting to redo the microwave. By the time they finished up, we had already bought a little standby microwave.

But the plumber who found the dishwasher leak was good. A contractor also had to come out for the refrigerator. The ice maker went out. Instead of making us wait the 26 weeks of lead time on getting the parts as we had to replace the entire refrigerator door for our ice maker, they offered us cash so we could go find a refrigerator, which is what we did.

I also got a phone call last week that American Home Shield was sending out a second person for a second opinion to look at my washing machine, and that's supposed to be sometime today. They said I could either have a second opinion or they would give me back the $100 I paid for the technician to come out the last time as my deductible. I was a customer of American Home Shield for 12 years. I had them back in 2007 and when I purchased the house, it came with it. I had no problem when I used them back then, and for 12 years, I really haven't had any problem until this.

We have a two-story house and about seven years ago, our air conditioning unit went out in the house. It was for the upstairs. American Home Shield brought a company in that we had never heard of. The guy came in, looked at it and he said it needed a part and then he left. So what happens is you call American Home Shield and they send somebody and they look at it and they always need a part. So they leave. It always takes at least three visits. Then they say, "We have to order a part." Well, it can take two days or three weeks to get the part. None of these people will make an appointment to come back and fix it with the new part. They wait until they receive the part. Sometimes they're backlogged two weeks. We've had this process take 6 to 10 weeks before. But when the guy came in, he said it was either a $350 or $380 part to get this thing back working. I said, "Fine." He said, "And I will send you the estimate."

Within two hours, I got an estimate to replace the unit for $8,500. I called him up and said, "What is going on?" He said, "Well, due to local North Carolina ordinance, when you replace this part, you actually have to replace the whole unit." I called a friend that I trust immensely in this business, not the people you sent in, and he came and looked at it and he said it does need that part, but my quote will be a little more. So the way it ended up, I had to spend $8,500 to replace the unit. American Home Shield paid for the $305 part for it. But it was all a bald-faced lie and I'll never forget that and never forgive them for that.

The people that I talked to at American Home Shield on the phone were all foreign and it's very difficult to understand their English. Sometimes I have to ask for a different person. But a lot of people have outsourced stuff like that, not just American Home Shield. Over the years, we've paid thousands of dollars for a couple of thousand dollars' worth of repair. But as things get older and you might want to sell your house, you don't dare give up the home warranty because you don't know how to replace a refrigerator or something else on your own. So you hold on to these warranties. But if I ever go to another home, I won't have one of these things.

I recently called American Home Shield for the air conditioning and they were very nice. But it took a long time for the person to get here to fix the unit and that time was too hot, so I had to get my neighbor a small air conditioner unit in her room. Other than that, the guy who came out did the job. He was nice and he explained what happened. I also used to have American Shield and I had them for a lot of years. Then I had to cancel for a few issues I had with them. But my neighbor kept them and their rate is very good right now.

Overall, American Home Shield is responsive. The only downside is that on the weekend, we have not been able to get anyone scheduled for an emergency. In previous years, the air conditioner went out on a Friday night after hours and I was not gonna get a call to schedule until Monday. Then, nobody will be out there till Tuesday, at the earliest. And that was in the middle of summer in Arizona. But other than that, AHS has been good. The customer service reps have been able to help and the price is comparable to any other service like that.

I called them back because I thought that a number came through from an 800 number, and it was them, but a woman told me that it's still in limbo right now, and that they would call me back yesterday. So in the mean time, I have no refrigerator and I can't buy anything that's got to go in the refrigerator. And this has been going on for over two months.

This is the last time that I'll be using them, because I got a few friends that have Choice Home Warranty and they never had a problem. So, I'm going to switch over to Choice. Because you can't go two months without a refrigerator. Aside from that, Sears subcontracts guys who cancel appointments and tell you they're going to be there at 3:00, but they're not there at 3:00. Then they tell you they're going to come at 5:00, but they don't come at 5:00. So, you're waiting around all day and you lose a day's work. The people that American Home Shield contracts to do the repairs are subpar and they can't make a decision because they're waiting to hear back from the warranty company. It's a whole three-ring situation in circles.

Other than that, I always call in to submit my claims and the people that you're speaking to barely speak any sort of English. You're trying to explain to them what's wrong, then they're just trying to put in a claim and get you off-line, and they're not listening to what you have wrong. Half of the time, when the person's calling you up to come and service, he has no idea what's going on because the reps don't know how to punch it in correctly. So, if you call them up for a refrigerator, they'll put in a service request for a refrigerant system. Also, I don't even believe that they're in the United States and that's the problem. Then, when you log in on their website to see if your service is closed or to see your appraisal or what the guy wrote, you can't even do that. All you see is that it's an open claim, then it'll say “Closed claim.” So there's lack of information.

American Home Shield charges you $132 to make the call to come out, and 100 and something dollars a month. So in one year, if you put all that money aside in a savings account, you could buy a $400 refrigerator or a $380 dishwasher. With Choice Home Warranty, from what I understand from people that have it, there are no questions asked and they do things quickly. They are cheaper, too.

I called them on a weekend and told them it was a plumbing issue. They said they would get in touch with me in a couple of days. They called on Monday and made an appointment for Wednesday. The repair people came on Wednesday and did what they had to do, but the problem came back. I called them again and they scheduled me for next Wednesday. When they came out that time, they explained everything that was going on. The repair guy told me what needed to be done and talked me through it. He said a lot of wipes were stopping up the plumbing, and they did what they could. They said they needed to do something else and gave me an estimate of what it could cost, and they got it straightened out. I did what I had to do, so it’s repaired now.

Submitting the claim was cool because the only thing I did was did it online. Then, it came right through email and then they were calling the next day to schedule. I'm happy with American Home Shield. I've received good customer service from the contractor that they sent out and I didn't really have to have a conversation with American Home Shield other than finding out about the replacement of my refrigerator.

Each time I contact customer service, I’m told the issue will be “fixed,” but nothing ever changes. Now I’m being told different explanations depending on who I speak to, and no one seems willing or able to actually resolve the problem. This has turned into a constant runaround with zero accountability. It’s incredibly frustrating to be harassed over an error on their end while also being unable to reach anyone who can take real ownership and fix it. At this point, I’ve lost confidence in their customer service and their ability to properly manage accounts.

Then, I had to call back, resubmit the claim again, and they charged me again. I'm still waiting on a refund for the first one. Then, they had to escalate it to the escalation department, which they said they did the first time and it didn't happen. So, once they submitted it to the escalation department, the young lady was able to find me someone in about a day. Then, from there, it went to the people. They came out three days later. Then, we had to wait on American Home Shield to order the hot water heater.

There are a lot of things that American Home Shield don't tell you that are not covered, which I'm very frustrated with. In their ads, they say, "Okay, if it can't be fixed, we'll replace it." But it doesn't say that, "We'll replace it for free as long as you don't need modifications or bringing it up to standards or anything." They don't tell you all of that. So, I wound up still coming out of my pocket with a lot of money. The plumbing company was very good. Their guy communicated well.

If someone asks about American Home Shield, I'd tell them to read the fine print because everything is not covered. I'd tell them to make sure they're getting the policy that fits their needs and make sure that they inquire about certain things first. When you call in to AHS' call center, sometimes it's hard to understand the language barrier between some of the representatives. So, that can be a little frustrating at times. Then, they tend to put you on hold.

So, one thing that could be improved is maybe gapping that language barrier and the hold time. To hold after every statement drives me insane. I understand the customer service part of it also because they repeat back to you everything you just repeated to them, but then you still don't get the answer to what you actually call for. The other day, I called about my refund of the first service fee of $100. I was on the phone for 45 minutes just to get the status of it, and then they had to escalate it. I still haven't gotten it and they told me it would be three to five days. Overall, AHS has been pretty good for me but at the same time, I don't expect to have to come out of my pocket anymore because I'm paying for a plan and here I am coming out of my pocket with another cost.

I've been with American Home Shield for 16 years. They can improve the payment because I'm paying too much money. It's too expensive and I'm thinking about leaving because of that. But it's something good to have because it's like a security blanket. So it does feel good when you can call someone when something goes wrong. You can just pick up the phone and call them and they'll get someone out to you. That does make me feel a little secure.

Any time I've had to use American Home Shield in the past and file a claim, they've responded quickly. But unless I'm going on their website, I have no idea about Frontdoor Pro. They could do better about advertising those partnerships. Other than that, My experience with American Home Shield is always quick and efficient, and their website is one of the better ones that I’d seen. However, in the last year, I've been reevaluating if it's necessary or not to continue with their services because I'm not filing as many claims.

My issue with this is that nobody has reached out to me to tell me what's happening. Why not an email? Why not anything? When I called Sears, Sears is all AI. They told me there is no person that I can speak with. And when I tried to communicate my issue, it just did not understand what I was my problem was. So that's when I went back to American Home Shield. I said, “Hey, something has to be done.” So then she told me, well, I can put in another request, and then you have somebody different come. And I said, “I don't care who you send. I just need my refrigerator fixed.” So they send, somebody else. And he came out, and he looked at it, and he was a little bit faster, anyway. He did come out a little faster. So he came out, he looked at the refrigerator, but he also told me, “I need to order parts.” That took another couple of days.

When he got the part, he came back, and he said he would change some little sensor or relay. He changed it and he said, “Okay, the refrigerator -- put a cup of water in the freezer and check it in a few hours and see if it freezes.” It worked. So he fixed it, and then that lasted four days, my food and medication went bad again. I told the American Home Shield that I take injectable medication that needs to be refrigerated and it had to be thrown away. Not only did I not have it, my insurance would not give me new one because I already picked it up so I couldn't have to go without.

So I was upset with them, and I said, “I just want my refrigerator fixed.” So that went the five days, and I told you it broke. I called the repair man again. He was very rude, and he told me, “Well, what did I do when I went out there?” And I told him, “You switched some small little relay I saw that you had.” And he said, “I told you, don't buy food right away because it might not work.” I said, “No. Wait a minute. That five days. That's plenty of time. You told me, If the ice froze in the freezer, it was good, and that I can use it, which is what I did. I put a plastic cup of water, it froze solid.” I said, “Great. It's working.” I went out and restocked my refrigerator, which was not his fault it broke the first time, but it was the second time that I restocked, and he said, “Well, you shouldn't buy groceries.”

I said, “Please just come out and repair my refrigerator.” So when he came, he said, “I'll stop by.” So the next day or whatever, he did stop by. And then he said, “Well, I have bought a generator.” I said, “No, you never brought a generator.” And he said, “No, I ordered a generator, but since it worked with the relay, I didn't need it, and I sent it back. So now I have to reorder that, and you have to wait till that comes back again.” I was very upset with that. I thought, “Why did he just not put them both in? He's being paid. Why didn't he put them both in? Why take the risk?” If I can understand if one of us was paying and I'm like, “Oh, I don't want to go with the expensive part if I can get away with, “Oh, it was just the small part.”

So he didn't put it in. He, “Okay, well, I got to order it.” So he left. So two days ago, the box shows up on my doorstep, and I said, “Oh, my gosh. This is the part for my refrigerator, which must be the generator thing.” So I'd lug it inside and wait for him. He does not know nothing from him. So then I send him a text message, because he answered when I did that, and he never answered me, because I had just said, “Hey, any update on what's happening?” And then again, “Hey, the part finally came to my home,” and nothing. So yesterday, I called him on the phone, because most of the time, his voicemail thing is full. Oh, no. You can't leave a message because it's full. So I text messaged. So I called him, and he did answer.

The mechanic said, “Oh, well, what did I do at your house?” He also said, “Oh, you said you were going to put in a new generator, and it already arrived on my doorstep. So I want to know when can you come out and finish my refrigerator?” So he said, “I cannot come out today.” I'm hoping that he actually will come out today and repair my refrigerator, because this is just ridiculous that I'm going this long. And that's what I keep telling everybody at American Home Shield. That's why I got upset and canceled my thing with them, because this is very long.

When I started with American Home Shield, the price was 79.99 and it's gradually increased. The last time I saw my bill, it was in the 100-something and that was unfair. AHS is going on an economic pressure, and we also have the same economic pressure going on. So, they can’t just increase. The price is unreasonable and I wasn't informed about it, so I'm not too happy. The work is good, but they went into the process. They say I'm responsible, but I shouldn’t be. We should work together and meet in the middle. If they continue to increase, I will have to find another home warranty company because they obviously have a better price than they do now. American Home Shield is available 24 hours, and the customer service is fine. It's just that the way they do the process is not fair to the consumer.

The last person I spoke with was clearer and explained that the claim was already in the decision department and that I just needed to wait a few more hours or a day. I did that, and the issue was taken care of. On my first two calls, they kept telling me that Zen had not sent the diagnosis. I questioned why it was taking so long since the technician came out four days ago. They should have already sent it. So, communication was an issue.

American Home Shield has helped me with repairs or replacements twice, although there was a bit of a hassle during the process. I’ve been with them for about five years because appliances are necessary and you want them working all the time. When something breaks, you don’t want to deal with the hassle of not having the money to replace it, so we hope it can either be fixed or replaced. I’ve purchased the warranty for my children when they were getting started on their own. The washer and dryer coverage is the most important thing for me, so I bought the plan for them for a year. Overall, having American Home Shield has been a nice comfort and convenience, and I would recommend it.

We're thinking about canceling our AHS policy. We've been with them for 15 years, at least. When I have insurance, I didn't expect you would pay for the entire job. When you do have it, in essence, if my house burns down, they're probably gonna replace my house. But that doesn't seem the way AHS works. And I'm not sure what their formula is. We've had very few claims with them. It just didn't work out the way we expected.

We've had other instances where the work was a little shoddy. They put in a new water heater one time, and they chipped a lot of paint out there. They also didn't even sweep the floor. They didn't clean up. They didn't even say sorry about the chipped paint or even sweep the floor. They just left.

There have also been times they’ve sent somebody out for an air conditioner, and they couldn't get it going right. So, they'd have to call another company. I'm not sure if they use the best companies in the world, or if I have always suspected they use startup companies that they can probably get cheaper.

But they're pretty good to get hold of. When you reach them, we're in modern times now, but you're speaking more to a computer than you are to a person. And that's fine, as long as the computers can hook you up with the company you're after, a door company or water heater. It doesn't matter. That's the world we live in now.

We opened another claim. We were appointed with All City Appliance Repair Inc. It took them at least two weeks to schedule and show up because they kept on scheduling, never showing up, and never sending the diagnosis. So, with them, it took us almost a month to get to the same diagnosis that the vent cleaning was not done properly and it needs to be cleaned. We have not received any updates or diagnosis reports from AHS. The experience that I had with All City Appliance Repair was horrible. We would call them, and they would say, "We're going to call you in the next 24 hours," but no one would call back.

This issue has been ongoing ever since February 2026. The tenant is threatening to leave the property because we haven't resolved this issue. So, I am at square one. Still, I have a dryer that is not clean. So after all these things, we had enough with All City Appliance. We called AHS back, asked to be designated to another vendor, then came American Express Appliance Service. They seemed to be more hands-on, but they still have not sent a diagnosis and the estimate.

What we heard from the tech was, again, the vent cleaning was not done properly and it is the vent. So if it is indeed the vent, thinking that it may be the vent issue indeed, I went back to Frontdoor and I asked them to send a free-of-charge service to check the vent cleaning they did and clean it up if it was their mistake. They refused to do it free of charge. They want to charge me again. So, I have complained about them as well. Frontdoor has been extremely non-cooperative. They keep on telling me, "You have missed the 30 days of grace period." I missed the 30 days of grace period for a reason because I was trying to find a way to resolve the issue with the dryer. At the beginning, I didn't believe that the diagnosis was right until American Express came and told the same thing.

Frontdoor didn't own up to their mistake. It was escalated. Someone called me yesterday from the management and they again offered me a reduced rate to do it. So I told them, "I refuse to pay you a single dollar. You have to come up with something that would address the issue free of charge." Seven minutes ago, I received another email from their help desk that said they cannot schedule a free-of-charge service. Right now, I am at the same point I was in February. It has been almost three months. In the meantime, I have paid for Frontdoor vent cleaning. I have paid for service two times or three times to AHS. So I have already paid the money of buying a new dryer on these services to be ending up in this situation.

American Home Shield's customer service team has always been responsive and attentive. Some of their vendor have been really great vendors as well. It's just Frontdoor and All Appliances are horrible. I have never seen in the states non-responsive service like Frontdoor. They should own up to the mistake and at least send someone free of charge to check. The AHS app still recommends them. In the offers part, I still see them. I don't want to see them. American Home Shield is a good establishment because the app works well. When I call the customer service, they try to help, but they should vet their vendors more carefully. I am hoping that American Home Shield would offer me some sort of solution. I already have two ongoing service agreements with American Home Shield and I was looking at using it for my main property as well, but now, I'm thinking.

AHS sent somebody to fix our furnace and the guy got it working. Three months later, it goes out again. It was long enough that I had to spend another $100. The person asked who was here last and I said that it was this company through American Home Shield. That tech had installed something backwards. He's lucky that our house didn't catch fire and blow up. So, the new guy fixed it. I told him to make sure that he tells American Home Shield that he was fixing a mistake made by somebody else. And he did. But AHS didn't care.

We ended up doing in lieu of cash on my refrigerator because I went almost three weeks without it. My medicine has to be in the refrigerator, so they had to be at my neighbor’s. Then some of our groceries were in a cooler on our back porch. Some of our freezer stuff was at my sister's, 15 minutes away. I couldn't babysit my grandchildren because I couldn't cook them breakfast or lunch. So, it was ridiculous. AHS sent one guy out who was nice and he said it was this. Then he came back with another part, but it wasn’t it. So he said it was not that and that the refrigerator was dead. AHS didn't like that answer so they had someone else come out to my house. In the meantime, it takes a couple of days for them to send out somebody else and for that person to schedule.

The other guy said the refrigerator needed a whole new compressor. AHS wanted to fix the refrigerator. But you don't fix an appliance that's 22 years old. I had to fight with them to do the cashout, even though it’s in my contract. They're a joke. I had a plumbing issue and they had one of their professionals come out. The guy went under my house and said my plumbing’s all wrong. I've lived in this house for 22 years and this is the first time we've ever had a plumbing issue. So, the guy went back to American Home Shield. They said they have to send somebody else out with a camera to see what the problem is. This was over the holidays and I didn't have a sink for two weeks during that time. Finally, the guy came out with the camera. He talked to American Home Shield, and they said they didn't authorize a camera and that it costs more money. The guy said they authorized the camera. But AHS said no.

My husband cut a hole in our plumbing and found whatever was clogging it and fixed it. Now we're done. It took my husband maybe two hours to climb, go to the store, get a little piece of pipe, get some plumber’s glue, and put it back together. But yet, every month, like a good girl, I pay my premium automatically. AHS has never had to ask me for money. It's ridiculous. I have other friends who use American Home Shield, and they have the same experience. We've been members for 10 years and in the beginning, AHS would send good, qualified people. Now, I'm looking at another company because it's crazy.

I ended up going somewhere, and then I came back home later on. My refrigerator still wasn't getting cold. My food still was not freezing. I called them back and I said, “Somebody came out from your company, and they looked at my refrigerator. They didn't do anything. I'm still having the same issues that I had when they first came out.” They said, “We’re gonna send somebody out there.” Unbeknownst, no one ever showed up.

I had to call American Home Shield and say, “You all sent somebody out to my house. They did not repair the problem that was wrong. I called them back. They were supposed to send someone out. No one has ever shown back up. And I'm still within my 30-day time frame.” The customer service rep ticked me off. He said, “We could send somebody out there. But if it's a different problem, you're gonna pay another deductible.” I said, “I'm not paying anything ‘cause they should have repaired the issue.” He kept telling me that I was gonna have to pay another deductible. I said, “I need to talk to a manager, because if I pay a deductible, your mother’s gonna pay it,” because at this point, I felt like the customer service was terrible, too.

Long story short, I just got a refrigerator. I'm not even happy with the refrigerator, because I wish I had a picture of my prior refrigerator. Which was a two-door refrigerator with a drawer freezer. Now, I got a standard, cheap refrigerator ‘cause I didn't have the means. I probably could have, but I'm not gonna go out of my way to pay an upgrade fee. And the upgraded refrigerator they were sending me was like $400 to $500. I'm not doing that. I might as well go out and buy my own refrigerator.

I went through all of American Home Shield’s paperwork and got in touch with various different executives and pointed out in the documents that stacked washing machines are covered and it's their responsibility for their technicians to unstack them, to operate on them, to do whatever means necessary with limitation of modification of a structure. They assigned me another company and I talked with that company before they came out. They said they wouldn't unstack it either. They refused to assume liability for that. Although American Home Shield chose to put on the website and tracker saying that it was resolved, it was never resolved. They never fixed anything. They never refunded me my $100 for the first guy coming out. They're awful. Their tactics are to get you to give up so they don't have to do anything.

American Home Shield is a horrible company. They're deceptive. They hire companies that will intentionally file the report so they can discredit it and not cover the claim. I dealt with a scenario where they sent a company out, and that company gave me a diagnosis verbally, which I recorded on camera and had video evidence of. But the report said something completely off, opposite and different. American Home Shield denied my claim so I bugged them for three months. They finally sent out a second opinion who was able to fix it instantly and had nothing to do with anything that the first company said. But that was not without an arm wrestle from American Home Shield and them completely disregarding everything that I was saying. They were not listening.

I've been using the app to submit claims to AHS. This time was the first time that I tried talking to somebody virtually just to see if he could help me troubleshoot it, and he wasn't able to do it. So, then, we had the claim through the app. The app is really easy to use. The people that came out contacted me right away. They came out fast. It was really easy getting it done. Sometimes, in the past, when I've used other home warranty companies, it was not that expedient. So, the entire experience was great. So, I'm completely happy. The service wildly exceeded my expectations. The gentleman that came out was extremely friendly and informative.

It's good to have American Home Shield, but it’s not gonna be satisfy you 100%. Some of the people you get in customer service don't speak proper English. They follow a script. But I’m still okay with paying for the service. If the first try doesn't work, then continue keeping it and get somebody else and pay for it outside. It's a good backup and I like that the deductible is a flat rate. Other people I call would charge 500, 600.

The tech that came out the first time was great. He did really well. He was nice, friendly, and was quick about getting it started. However, when I had a plumber who was supposed to come out and fix a leak that was coming from my upstairs bathroom, that whole situation was terrible. The plumber came in, did his investigation, and said that he needed to see behind the walls in the bathroom. We ended up tearing the wall down, tiles, sheet rock, and concrete board or cement board. Then, when he got back, he didn't find the leak at all.

During the demo part that my husband was doing, the spout that goes into the tub that's on the outside of the wall ended up popping off. And my husband had to stop the demo and fix that, and come to find out that was the actual problem. Water was leaking inside the back and into the wall. The plumber didn't see what he said in the first place. And we got stuck with a wall still not being replaced. American Home Shield didn't want to hear anything that I had to say about it, because they just listened directly to the contractor, when the contractor denied all of this, as if I would want to demo a wall for fun.

Then they ended up giving me the low quote of whatever it's called, to get the replacement, like the sheetrock and stuff put back up on the two holes that they put in my kitchen, to see where the initial leak was coming from in the first place, before the wall. They gave me that because they couldn't find anybody in the area who would go for the price that they were willing to give.

I still had to do a homemade patch job, even though they knew there wasn't a contractor in my area that would take such a small job. Now, over a year later, I still don't have a wall in my bathroom. I was not very happy with my very first experience with that plumber and the whole situation, because they screwed up and said they needed this wall down.

They were not gonna admit their wrongdoings to American Home Shield. So, they made it seem like we just tore down a wall for fun, and American Home Shield didn't take the time to listen to me as the customer with a missing wall, and did not do anything to help compensate for that. Now, anytime I call with a plumbing issue, they automatically dispatch it to that particular plumber. Now, I can't even use AHS for plumbing. That's the only one that they work with in my area. But other than that, the air conditioning people were really good.

The two guys poured fluid down the drain because the AC had stopped working after water backed up. There was a little bit of stuff that came out and they said it should be okay afterward. The AC cooled for a short time, but then it stopped working again. So, I called American Home Shield and they said they would expedite it. They sent a different company out and this time, there was only one guy. But he went through the unit more than the other guys did. He took panels off and looked inside, and made sure everything was clean. He poured a lot more water down the drain and high-pressure air and everything's been working good since then.

I always submit claims over the phone because I need to explain my health problems so they can expedite it. But that’s in the summertime. It’s different during wintertime. Once in a while, but far and in between, there's a language barrier. But not that bad. My experience with American Home Shield has been outstanding, and I'm happy. I've never had a problem. I've been with them for years, except for when I went overseas. But before and after my military tours, I always had them.

I had a house for a number of years, and I had Home Shield at that house. So, when I bought this newer one, they stuck Old Republic in, and I have never had very good experience with them. So, as soon as that contract was over, I got Home Shield, and they gave me a good price. It's a little high but I got the full coverage package. Overall, Home Shield is a good company. I've had good luck with it.

I told the guy that I had a photo of it when he got here, but he had told me that if I can have a video, that would be more helpful. I don't know if there's an option for me to upload that or not. The gentleman also told me that if it happens within 30 days from the initial day that I submitted the claim, then they can come back out underneath the same deductible. We've been happy with American Home Shield, but I know sometimes it's hard to get things approved. We've been them for a couple of years. We were customers before, too. When we moved, we had switched since the previous people had somebody else. Then we went back to American Home Shield.

When they schedule their appointments, they get a work order from AHS and they just schedule the appointment without talking with me. I don't sit in my house 24/7 and wait for electricians. I've reached out to them. We have an appointment tomorrow. Originally, I would be gone for work, so I sent them a message and said, "That doesn't work for me. Can you please give me a call so we can reschedule?" But I didn't hear back from them. They just carried on. I've had multiple no-shows and cancellations from them. That is why we're almost at mid-May and we still don't have a fully functioning doorbell system.

When I called American Home Shield the first time, I really liked it because of their video conferencing call. That was awesome. So the person was in the video. He looked at my issues and tried to troubleshoot. Then he helped me to get my ticket. So it was definitely a good experience for me, which I never had in the past with previous homeowner insurance company.

Also, the response time was very fast. When the ticket was created, within 24 hours, I got the call from the appliance company for appointment. Then within three days, they gave me the options, and what time works for me. So overall, my experience with the two incidents was positive. I'm really, really happy. I'm paying $135 per call. It's a little bit high. But the services that they are giving me are very good.

The plumber (appeared to be an apprentice and no older than 18) then told me he called his boss, and I would have to pay an additional $85 for him to caulk the faucet (that was not feasible after I just paid American Home Shield $125) because "caulking" was not covered under my warranty. Needless to say, the plumber left and my sink is still leaking, and I'm left to search for a private plumber on my own. I wouldn't recommend anyone using American Home Shield; total rip-off and nothing is ever covered under your warranty plan, no matter which rate you pay.

The AHS refrigerator repair company, Arctic Air, was called out in Jan. 2026 and Feb. 2026. Both times were for the same issue, which was related to the food freezing. Arctic Air changed the Damper, Air Diffuser, Control Board, and Defrost Sensor. This didn't fix the issue and my refrigerator still froze our food. I kept in touch with Joe at Arctic and I did what he advised which was to put the temperature gauge in the back of the shelf.

In April, I sent Arctic air a picture of the temperature gauge in the refrigerator which showed the temperature at 20 degrees. The temperature eventually went down to 10 degrees in the refrigerator. Joe From Arctic Air responded by text with his diagnosis. His diagnosis was, "I am stumped. I'm out of ideas. If you feel you need to open up another ticket, tell them (AHS) that Arctic Air Appliance has been there a few times and replaced a few parts, and if they could please send another company out because I am out of Ideas." I decided to call my own company, H & H appliance repair who has been in business for close or over 20 years. I told them the parts that Arctic Air replaced and H & H said that those parts are the main components of the refrigerator and if that didn't work then there is nothing more that can be done.

Original Review: The AHS refrigerator company came out several times, but my refrigerator still freezes everything inside. My daughter and I made an expensive, time-consuming meal last night, and this morning I found it frozen. Strawberries, cheese, liquids, lettuce are all frozen. We are having to put our food in mini refrigerators. We are wasting our money on food that gets frozen over. This has lasted for months. The AHS repair company replaced parts, and my refrigerator still freezes. I have been with AHS for over 20 years. I feel like I'm wasting my monthly payments on them. I contacted the AHS appliance company, Arctic Air, and he stated that he replaced parts and he's stumped. He said to let AHS know he was done. It seems that this refrigerator is unfixable. I feel that at this point, AHS should replace my refrigerator or cash out.

I called AHS and spoke to Dana. Dana said she would email Arctic Air to send a form to send to the department that will contact me to replace my refrigerator. It looks like she lied to me. She sent a service request to Arctic Air, who just called me. Arctic Air said that AHS doesn't send emails, and he didn't receive an email to send a form. He said that Dana never contacted him. It looks like Dana lied and told me that AHS would replace my refrigerator to get me off the phone. I'm stuck with a faulty refrigerator that freezes my food, and AHS needs to replace my refrigerator because it's looking like it can't be fixed and my AHS plan covers up to $2,000 to replace my refrigerator.

Submitting the claim is easy and super simple. It just says “Stoppage”. It's just that the toilet isn't flushing, or the water's not going down. I don't know if it's a broken mechanism inside the toilet or if there is a stoppage. The website is very convenient, but it also doesn't list a lot of things that is needed on the app. I called American Home Shield. And to fix the issue, I'm paying for F6 Services to come out and do a main line snake. They are scheduled between 2:00 p.m. and 6:00 p.m. today. It is through American Home Shield. But they no longer cover main line snakes, which I don't fully understand. If they don't cover stoppages, I don't get why enlist that they cover stoppages.

We purchased the home and American Home Shield was recommended by either our mortgage company or by the realtor as to who they use. AHS has done a lot. I just wish that their communication and the ability to get a hold of them were much easier. You typically wait anywhere between 35 minutes to an hour, and then it's usually somebody overseas that you can't understand. So, I stopped even trying to do anything, because time is money. And I'm losing money by not doing anything about it, but it's such a headache to talk to somebody at American Home Shield.

If people can find someone else, do it. Just try to find somebody who has a call center in the state, so they can talk to somebody that you don't have to wait forever to talk to, and you can understand. American Home Shield was good at first. But over time, they have been offering less and less service, to the point where we're gonna drop the service altogether. It's pointless to have a home warranty through them. We’re gonna do away with American Home Shield. It hasn't paid off for us, especially regarding plumbing issues.

When I signed up for the service with American Home Shield, it was the same time as Valentine's Day and they had a 50% off. But they did not honor it. When the first bill came, it was full price. When I called them, they gave me the runaround, transfer from one number to another, and transfer from this office to another. The sales department made it very scam-looking and they refused to do anything until I pushed, pushed, pushed, and then they fixed it. But they tried to scam me in broad daylight. It was very stressful and they should not be doing that. They should not be doing that. It should not be the way to do business. I've had American Home Shield in the past and now, it's a very good company, but sometimes there's unnecessary stress for no reason.

The people who came out for our unit was really professional. They gave me three different appointment availabilities. I picked one and it worked out good. When you schedule your appointment for the service provider, you have to have your money upfront to pay for it right then. It is not when they come and do the service, and then you pay then. You have to pay that upfront.

It took over two months and three different companies to finally realize that it wasn’t fixable and for American Home Shield to give me a cash-in-lieu. The person from the executive customer service line was the one who helped me with that. For two months, I was on the phone with American Home Shield every day. It was a bad experience, a big mess, and a nightmare.

Since it was the third time trying to get service done with American Home Shield, things went smooth and easier. I usually do it online, but the second time that I had to request service, I had to call because I wasn't able to locate exactly the service that I needed. I requested something different, what it was close to. They told me I needed to call the company. I called the company, and whoever answered me was very helpful and made things easier for me.

The first one that came, which was the second one who came again after we continue getting the leaking, was nice. He was respectful, too. But the first time, he told me it was the filter. He did what he had to do, and it was fine for 12 hours. When we came home, my floor was full of water. That was when we realized that there was still a problem. When he came again, he went and inspected everything. He told me it was not a plumbing issue. It was a connection that has a hole in there. He briefly described the problem and said he was gonna report it to the company. Immediately, when he left, I called, and the person who helped me said, “I don't have any report. If you want, hold on the line while I find out what it exactly is." She called the company to get that report, and she was able to book me today's appointment. I just need to call them and see if I can get a little more coverage in some of the stuff.

They ordered the part, and we set up an appointment for him to come on Monday and install it. On Sunday night, I got a text, “We had a massive front of thunderstorms come through.” And the area that they lived in was hit hard. They were out of electricity, and trees were over the road. We're in a real rural area. He said they were not gonna be able to get out in the morning. So, we rescheduled it for Thursday, which was the first day I had available. And he showed up on Thursday and made the repair.

All of this happened in two to three weeks. On Point never called back. I called one week later to American Home Shield, and they said, “Okay, I will find out what happened.” They always say, “We canceled the request.” For both American Home Shield and for me, it was showing open, but they are saying it's closed. I don't know what is happening. Then another person came and he said, “It is external, so I will not be able to do it if it is external.” I just sent him off.

I did not get a second opinion because I was very frustrated with On Point. I didn't make a complain against American Home Shield or On Point because I thought I can fix it. I think it is better for me to fix it than depending on some other person. Every time I talk to American Home Shield, they’re very good. I thought they are helping me. But there are two letters from Home Shield saying that this is not part of our plan. I was lately frustrated that whole thing is happening and it is taking a lot of time.

He came out. He changed a part that was in the door because the microwave was popping the circuit breaker outside. If you turned it on, it would pop the circuit breaker outside. Apparently, it was a switch in the door when it locks. I watched it on YouTube, and did it myself to see. He changed the switch that caused the circuit breaker to pop. He put the new part in there. Now, when he shut the door, the microwave came off all by itself, without touching anything, just shutting the door. So, he grabbed the handle, started turning it up and down until the microwave turned off. Then, when he let go of the handle, it came back on. He said it was the control panel.

He said that his company does not remove and replace, and that I will need a new microwave because the control panel is bad. He said, "Call American Home Shield, and they'll order you a microwave. And they will send somebody else out to install it. My company does not remove and replace. We just repair.” The tech said he was gonna submit paperwork saying that he can't fix it, that it couldn't be repaired, and it needed to be replaced. Fixed the part, but it still didn’t work. It needed to be replaced.

He was supposed to send in a request to American Home Shield, which he never did, because I followed up on that. I called American Home Shield, and they said, "No. We never received anything." They called Appliance Plus and left a message. And that same day, I called them too and left a message stating that American Home Shield needed that paperwork requesting the microwave to be replaced.

I followed up again, a couple of days later, and called American Home Shield, but they never received the paperwork for the request for a new microwave. So, they called Appliance Plus again, left a message, and an email. I did this process three times. I followed up, called American Home Shield, asked if they received the request for the new microwave from Appliance Plus, and they said no. If AHS can't reach the contractor, they need to get a hold of somebody else.

One of the contractors that I did not really like was the first time that I had, and I told American Home Shield that I don't want them anymore. I had a bathroom toilet problem that they came and fixed, but they were not as courteous. They were asking me more money for everything. I said, “No. I'm paying monthly to them. And every time they come to my place, I'm charged certain amounts, 100 and some dollars, 25, $130, whatever it is. And that was it. I'm not going to do anything.” They left.

Having American Home Shield, I like that I could call and they have somebody on hand that will address whatever problem we got. I like the comfortability of that. But I don't feel American Home Shield took care of me on the air conditioner claim. I don't like that I'm paying money for service and when something major goes out that's supposed to be covered, they start giving me excuses on why they're not gonna cover it. If they're not gonna cover it, then they should tell me that before I give them my money. I don't have a problem with paying them every month but getting somebody in becomes an issue at times. They also try not to fix the major stuff. I've been on the phone several times with technicians and I had to really get rough on the phone with an American Home Shield agent and they had to go back and check with management before they were able to approve certain things.