American Home Shield Reviews

Every time I call American Home Shield, I have to start the entire process over again. Customer service has been incredibly frustrating, communication is difficult, and the representatives seem completely unprepared to deal with an unhappy customer or actually solve the problem. A warranty company is supposed to provide service when something goes wrong. Instead, I have spent a month making phone calls, waiting for contractors, explaining the same problem repeatedly, and getting absolutely nowhere. At this point, I don't understand what exactly I am paying for. If you are considering American Home Shield, think twice. Based on my experience, getting them to actually resolve a problem has been nearly impossible. I would not recommend this company to anyone.

American Home Shield kept saying that they were reviewing every time we called them. What was there to review when the man told them what the part was already? He said that it was a pressure switch. Then, when the man finally got here, he said he could've had that thing done in probably two days and I wouldn't have had to wait almost an entire week going without water. Everybody I talked to says American Home Shield is a nightmare to deal with. In fact, my mother's thinking about switching to another home warranty. We are very frustrated. It's been so stressful to me. Also, I can't understand them sometimes on the phone and they tell me there's nobody there that speaks English so I just have them email me.

We’ll never know if they changed the motherboard or if they put the old one back. We don't know what they did with that. All we know is that the last company said, “It needs this part, but you know we didn't know if it needed the motherboard too.” It was very inconvenient in a way because they don't give you a set time. They just tell you, “It will be Tuesday, and we'll call you.” I kept telling the lady, “Ma'am, I'm trying to help my son ‘cause he works all day, but I also need to know.” And they were like, “We're sorry. We can just give you your 30 minutes.” I said, “I don't know if I can leave work.” I just switched from another company, and I was having second thoughts about this company. The other company was more easygoing. Also, they had told me it was a 100 deductible, so it shocked me when they said 125. But the other company was only $85.

The companies that American Home Shield is working with need to understand that people work and that they cannot just tell you, “We'll be there, but we can give you an hour.” A lot of companies give you windows, 8:00 to 12:00, 1:00 to 5:00. And then you can say, “Okay. 4:00 to 7:00 or 12:00 to 5:00 would work for me and stuff.” But when they're saying, “If you can't be there, we're sending this back to the company, and you can find another company.” That was the third company, so I was like, “No. We need our dishwasher.” But they fixed it. It just took close to two months to get everything established and done.

The biggest benefit in having American Home Shield is that I save money on the repair costs. I have to pay a monthly premium, which is fine. It's not too bad. However, when I do call for service, I have to pay a service fee and with American Home Shield, it's 125. Let's say I'm paying $60 a month all year long. They've made more than whatever repair costs they have to pay. So, why have the call-in fee? To me, that does not make sense. Plus, if I need some kind of service to be done, I have to call them and what really aggravates me the most is the fact that the people that I have to talk to are from some third-world country.

The thing that makes it so bad is that when I'm talking to them, I can hear about 50 other people in the background talking on phones and it's so hard to hear the person I'm talking to. To make matters worse, the person that I'm talking to can't talk articulate English, and they're hard to understand. It's a real pain to call for service. I asked them, “Let me talk to somebody here in the United States,” but one of them told me they don't have anybody that takes these calls in the United States. It's either the Philippines or the Dominican Republic. I'd give them a 1 star. They should hire people here in the United States to do that kind of work. We don't need to be sending jobs out of the country. We have a lot of people in this country that need jobs.

When I requested reimbursement, AHS denied it, saying I should have called them instead of submitting the claim online. Where is that emergency instruction on your website? If that's your policy, why isn't it clearly communicated before customers are left in dangerous situations? This is not the support I expected from a home warranty company. I hope someone from AHS management reviews my case and makes this right. #AmericanHomeShield #CustomerService #HomeWarranty #HVAC #Arizona

I love everything about the service, including the security, but the areas of improvement could be the timeliness of the contractors. They should have a 24- to 48-hour window in terms of returning responses to say, "We got it, that part." I also can't say there's anybody who's been spectacular, and American Home Shield's prices increase. Shop around.

I still have issues so I send in a new request and find that I do indeed need to put in a completely separate claim and pay the one twenty five deductible. So a different trade can come out and resolve the electrical issues. So I do that yesterday and the first company that was selected is not in business and has a full voicemail. So I spend an hour on the phone with AHS and they finally reassigned to someone else, what I get the schedule in call with that company, they tell me it will be one week before they can come out for an issue that has been dragging on since June (it is now August).

I call AHS to try to get someone there quicker. And I am told that their system plays contractor lottery, and that I'm stuck with the current company that will be available in about a week because they've already reassigned it one time. Their escalations team member seemed to not care about customer service. Told me that we were speaking in circles, which I'm aware of because there was no resolution and provided no steps to resolve my issue in any way shape or form other than schedule with the people that are currently assigned. And wait for a week. Either this company couldn't care less about their customers because they've been paid or they have some extremely unsatisfied team members who either need to quit or be fired.

If this is the service level that I'm to expect going forward. It is really pathetic. Especially when my hvac team has been absolutely stellar. Completely professional, and they deserve a five staring. Perhaps I was just spoiled and got lucky with a contractor lottery and found a superstar in aire serve. But a bunch of losers when it comes to the lottery for the electric contractors. The rep should have just said, well, better luck next time. Maybe you'll get somebody who's actually in business. And somebody that is available within a decent amount of time. As well as maybe your next rep will read. The notes provided by the contractors for the hvac, saying that we need to schedule with a whole different trade and actually have ahs go and do that rather than tell the customer that everything is perfect.

The first tech said it wasn't getting enough water, but the machine itself would tell me if it wasn't getting enough water on the screen and it never said that. And I can see the water. Even though the washer has a black front, it has this big black hole door where I can see the water slosh. His company was called Alpha Appliance and they advertise on their website that they're the number one favored company by American Home Shield. But when I looked them up after they'd been here, which you don't always have a choice with American Home Shield as to who they send out, I saw on Google that they had 38 reviews. And only two of them were okay. The rest had the very same complaints as mine and they were horrible. Their tech also told me I didn't know how to wash my clothes. But I'm going to be 90 years old next month. I know how to wash my clothes and I know how to use the machine. I also know how to use a dryer if I would choose.

So, I asked American Home Shield to send another company and they did. The only problem is now I'm having trouble getting hold of the supervisor, Stacy, who did that, because they sent me a bill for $100 for the second company but she said she'd make a one-time exception. All in all, I still have the same problem and they said it can't be fixed.

Finally, after waiting for 40 minutes (which is the norm), I reached someone who told me that they had sent me an offer for replacement 3 days ago, and that the offer will expire in 21 days. Good thing I called, I guess. They offered two models at zero cost, but they weren't of a like grade and quality to my old one. Mine is an energy star, theirs were not.

Their decibel level was significantly higher than mine. Mine fits 14 place settings; theirs fit 12. To get a model of "like grade and quality," I would need to order what they called an upgrade - for $160. I have written to them to make these points and say that the $160 so-called upgrade is the actual fair replacement model for mine. I am needing a confirmation that they have received my email, not wanting to find myself past their 21-day deadline for responding to their offer. I have been on hold now for 25 minutes, just enough time to write this review. Here are facts, with no editorializing. Imagine how it would sound if I told you what I really feel!

Recently, I had a claim with our stove. We had one burner that went haywire, and we couldn't control it. I got American Home Shield's phone number, called it in and told them what was wrong, then I gave them the model number. They had someone replace some lights in the stove. I'm very satisfied with their process and I appreciate the efficiency. I'm on a fixed income and I have no problem with the pricing as well. If someone's considering American Home Shield, I would say, “Go ahead and see if you're satisfied.”

They had to move my appointment back a day, which was understandable. They sent me a message, letting me know the technician was on his way. The technician got here, went down and looked at the furnace, and explained what was happening. Then he automatically went outside. I went with him to look at the air conditioner.

He said, “What your problem there is, it's low on Freon.” He put his gauges on there, and he said he could do that and explained the policy, which I knew through American Home Shield what they do as far as covering Freon, and he said, “You got a little leak someplace. I can add Freon, or we can write it up as a replacement. But since this unit is old, this could last for another year, two years, just by adding Freon.” I said, “At this time, let's just add the Freon, and we'll see what it does when next year happens.” It was very professional and empathetic. Everything's working fine. The problem we had before was that the furnace was vibrating, and then we turned the air unit off. And since then, everything seems to be working just great.

The other thing I had an issue with was the washing machine, and they sent repairmen, and they repaired it. Then, a couple of years later, now, it was an older washing machine, and it was going to cost too much to repair it. So, we went out and purchased a new one. And I submitted the invoice back into American Home Shield, and they sent me a check for the amount of the purchase.

Nowadays, things are not made to last like they used to, and that one started acting up. Called and set an appointment up, and the tech came and worked on it, and he put a lot of parts into it. It started doing the same thing again. That repairman came back, and then he had just advised American Home Shield. He said he really couldn't figure out anything. Put all new parts in last time, and he declared it not to be repairable. So, they authorized me to get a replacement, which I did, and submitted the invoice to them. In just a week, I had the replacement check in hand. Everything’s gone very smoothly. American Home Shield is a good company, and they respond to their customers.

The second guy that they sent out, they never sent him out. He just called and said, “We're going to take care of you.” I thought, ”Okay, they got somebody else to do it.” Then they went dark. I'm still sitting here. I was about to send them another message like "Excuse me. When you charge my account for the call, and you don't show up, I think anybody would wanna know, how come?”

First, I'm paying the payments. This guy called last week. They've asked me numerous times to send them the serial number and all this kinda stuff, like they're getting stuff done. He said, “Yeah, we're gonna try to do it Friday,” which was last Friday. But zero call, no reply, no response. I am to the point where I want to call the state of California and do a sting operation to show how fraudulent they are. Because they came out for a simple air conditioning issue I had, and every guy they sent out told me a different story. Then they were sending guys out to go up on my roof and look at it without even telling me. Then I got calls from their air conditioning company that said, “Your whole air conditioning needs to be replaced.”

I had the guy send me emails with their bids so that I can have some written evidence that they're doing this. “$22,000. We can have it done for you tomorrow.” I work for the state, and I have employees here who are air conditioning techs. They said, "No, that's not what's wrong with your air conditioner. It just needs to be rinsed off.” I went up there, and I rinsed it off, and it's been working fine since. I know they’re not the government, but they've got some real serious issues that are coming up that I see online that people just had enough.

The only other one was a water heater. They said, “Yes, your water heater is covered.” The guy came out in a car. He was wearing sandals or slip-ons, and they had me speak to somebody. They said, “Yes, your water heater is covered, but we have to charge you to bring it up to code.” And they charged me $1,250 to bring it up to code, which is about the price of a new water heater. My water heater area was already up to code, but I didn't know it at the time. All they did was put a new pan under it, which it already had a pan, and strap it to the wall, and it already had the straps.

Nothing that this guy did was anything that I didn't already have in the house. That was fraud, in my opinion, because they're charging me. They're getting away with it by claiming they gotta bring everything up to code, and then charging AHS. I think it's just to pay for the water heater. That's not cool. It's still not being addressed. It's a simple repair, and it's covered under my policy.

One more. They sent a guy out because some of my outlets weren't working, and this was three weeks ago. This guy showed up in slippers and shorts, but he had a van with a company name on it, and a license written on the back. He found that there was an outlet that went out. Apparently, the other outlets don't work because that one was out. They sent me a letter in the mail from what I call a shell company called Open Door. It said, "That repair was not covered under your contract because there was a space heater that caused that problem.” The bad part about that is, I don't have a space heater. They're just listening to hearsay.

‘Cause I remember the guy telling me. "Normally, space heaters cause this type of thing, where the outlet burns and then the other outlets don't work. They're saying it wasn't covered, so we're gonna give you an estimate." I said, "You're not gonna give me an estimate ‘cause you did the repair without my authority then. ‘Cause you came out and fixed it, then you told me it wasn't covered."

If there was something, that guy should have said, "I want to let you know I can fix it, but this part's not covered under your warranty.” That's what he should have said. But he was maybe 17 or 18. I've had a just a really bad experience with this company, and I’m about to change. They gotta make their stuff right. They need to get their stuff together.

We're still waiting to hear back on parts. There's no follow-up. It just seems like, all of a sudden, there's no accountability and that the customer is not coming first. And I don't understand what changed. Usually, you had an option of different providers if you weren't happy with someone. This place was giving us a window of a whole day instead of half a day. My husband is a physician and I'm not mechanically inclined, so I wanted him to be here. They just weren't working with us. I feel bad about giving them a 1-star because we had a great 19-year run, but this was so bad. I literally spent hours on the phone, and I still don't have a good resolution. And it's a month out now.

American Home Shield is fair, reliable and transparent. But sometimes, the operators on the phone are frustrating. They do not speak proper English and they can’t understand what I’m saying. So, I have to end up sometimes calling back again, getting the operator who speaks English and I can go from there. Price-wise, they’re sneaking and creeping up there, but I have no complaint.

AHS wasted my time. I waited for a week and the pump is leaking. I had to buy another pump. It's over $1,000. I still had to pay for the $100 service call for the contractor to come out and tell me it wouldn't be covered. So, I'm spending over $1,000 to have this pump replaced. When I called AHS to complain about the pump, why didn't they tell me it wasn't covered? I threatened to cancel, and they gave me three months free. That was okay.

The app is very good. They offer a free video chat as well, which is a good and flexible option instead of having a guy come to the house and charge a $125 service fee. The free video chat is very quick and gives you a flexible option without having to spend much money on the service. I'm enjoying the warranty with American Home Shield right now. It gives more safety and protection, so I suggested a few people to it.

One time, I had a dishwasher, and it wasn't pushing water out. It stays in there after it's done. And that wasn't covered. I was like, "Why?” “Oh, this unit’s well known for doing this problem.” Well, what do I have insurance for? I actually dropped them for two years for that one. I had to go buy a whole new one. So, stupid stuff like that. Like, “What do you mean it's not covered? It's not pushing water out.”

I also had an experience with the bathroom where the diagnosis was super long. The tech tried to claim the slab was not level, and that's why it's not flushing. “Dude, what are you talking about?” He said, “Yeah. I see this all the time.” So, he submitted that. American Home Shield was gonna believe him. All I had to do was to change the seat. I had no problem ever since. American Home Shield hires anybody who’d take their contract, and then we end up paying for it.

Now I have contacted AHS and advised of the issue and that I do not want that company so they cancelled the work order and said it would go to dispatch where they would ensure that company would not be put on the job and sure enough that’s exactly what they did so I contacted them back and they said I’d have to cancel the claim again and call back in the morning to get a new company and both my parents were on the call to witness the conversation however they did not cancel it and now they’re telling me they can’t cancel it and send another even though there’s many other available now and said it’s because they think that company can complete the work.

I said absolutely not and twice their escalations team did nothing and when I requested for a manager I received no manager call back. I also paid for them to have my washer looked at of which they didn’t fix either even though it’s still having the same issue DON’T GO THROUGH THEM they have no respect for their customers and do not manage any escalations. They also put misinformation in the notes to protect them and won’t pull up the prior calls to prove their reps are not doing what was asked.

The faucet that we had was a Brizo, and Brizo had discontinued the product that we had. The plumber said, "You should be able to get a replacement from Brizo and waited while we called Brizo,” after the part didn't work. It saved American Home Shield a lot of money because it was $1,300, and Brizo replaced it for us and sent us a new one.

We've submitted a claim a couple of times. We had to do it for garage door openers. I go online and say what the issue is, and then American Home Shield says it's being reviewed, and then they end up having a subcontractor call us. It's pretty simple. Although one time, we had a problem with the range and the lights weren't going on and off, and the contractor was not calling me back. They were not very responsive.

Overall, American Home Shield has a great value. Typically, we go three years and have no claims. Then we had three claims, and they have been really responsive. Their contractors are very qualified. They are prompt and they don't give you the runaround. If things need fixing, they get it done. More is covered than you think will be covered. I've recommended American Home Shield to two other people and to our neighbors.

Then American Home Shield sent Platinum Home Service. Their repairman took a lot of pictures of the house including the entry and exit. He said he'd get back to me with the quote but they just said they don't work on water heaters in Rhode Island. Then they sent the ticket again back to Just Plumbing, but Just Plumbing just canceled their service call. There was no resolution and it was very frustrating. I spoke to somebody at American Home Shield via chat and was told I would be given a resolution by email, that they'll bring about a final resolution about replacing the water heater. But I haven't heard anything back and it's been about two weeks. I'm going to cancel my plan with American Home Shield.

I've since called AHS 3 more times (additional $125 a trip) and all companies wouldn't work on it because the original company messed up so bad. They even included the reports and pictures. THE BRAND NEW $10K SYSTEM IS LESS THAN A YEAR OLD!!! AHS again would not only not cover it, they said it was up to me to contact the original company to get it fixed. No recall, no help at ALL. $125 a service trip x 5 with zero help. One company said AHS is by far thew worst home warranty service.

When I contacted AHS customer service with my concerns, I was told that their policy is not to cover recurring issues without submitting a new ticket each time. I explained that the original problem has not been fixed, but I was informed that was their policy. I question if the AC unit could have a manufacturing problem? I know it is supposed to be new but it is not unheard of for a new unit to have an issue. Additionally, my monthly fee to maintain the service has doubled because I had to replace the old AC unit, which they couldn’t repair.

Don't be fooled by any advertisements you may have seen on TV or their website—this company feels like a scam. It appears to be a money grab. They will replace your unit, but you may end up paying three times for it when you could have purchased a new AC unit from a heating and cooling company without the headaches or simply had the old unit repaired. I strongly advise you to steer clear of this company.

Initially, I had the company that put those heat pumps in come look at it. The units were still under warranty and that was why I called them first. They told me that it would be nearly $2,000 to fix the heat pumps and we had to wait for the part, which was almost two weeks. Then I called American Home Shield and they said it would not be a problem. When their guys came in, they looked at the units, fixed them, and they were done in 20 minutes. It was a world of difference because it only cost the copay.

My garage door opener stopped working, so I first used AHS’s video chat feature. During that call, the technician recommended replacing the entire circuit board and documented that recommendation in the notes. I then submitted a service request. That was 13 days ago, and my garage door opener is still not working. The contractor AHS assigned to my area only services this area on certain days of the week. I was willing to work within that limitation, but the experience since then has been incredibly frustrating.

On the first visit, rather than replacing the circuit board as recommended during the video consultation, the technician replaced a smaller component. The opener worked for less than a day before failing again. I immediately submitted a callback request. The return visit was originally scheduled for Wednesday the following week. Less than 24 hours before the appointment, I was told it had to be moved to Thursday with a window of 7:00 a.m.–12:00 p.m. I was then told it might be late morning or early afternoon. The technician ultimately did not arrive until after 5:00 p.m., which caused me to miss plans with my family. During that visit, the technician again did not replace the circuit board. Another component was replaced instead. The garage door successfully opened and closed three times before the technician left. I went to meet my family for dinner, returned home, and the garage door opener had stopped working again.

I have now had to submit yet another callback request, and the earliest appointment offered is the following Monday. By that point, it will have been 16 days since my original service request—with multiple appointments and still no working garage door opener. What disappoints me most, however, is AHS’s response. I called customer service to explain the repeated failures and asked whether the situation could be escalated, another contractor could be assigned, or I could hire a qualified company myself and be reimbursed. I was told none of those options were available because this is the contractor AHS uses for my area.

I then asked to speak with the escalations department, hoping someone might have the authority to find a reasonable solution. Unfortunately, that conversation was even more disappointing. I was essentially told there was nothing else AHS could do, no one else I could speak with, and no alternative solution they could offer. I understand that repairs can take time, technicians can have scheduling issues, and sometimes a repair does not work the first time. What I cannot understand is a company continuing to send the same provider after multiple unsuccessful repairs while offering the customer no meaningful alternative or escalation path. That is particularly frustrating when customers pay a monthly fee specifically for the security and convenience a home warranty is supposed to provide.

I’m not expecting perfection. I simply expected AHS to take ownership of the situation when its assigned provider repeatedly failed to resolve the problem. Based on this experience, I cannot recommend American Home Shield. The lack of accountability and willingness to find an alternative solution has left me seriously reconsidering whether the service is worth continuing.

I called them twice a day to try to get something done, and they all seem to be twiddling their thumbs with no solution. They say it's an escalation yet I've heard from nobody from the company. They still won't replace it, and still don't have a repair guy scheduled. What am I supposed to do with my food. How many times do we have to keep trying to repair this and hope it actually fixes it? Customer service is terrible. "Concierge" is terrible. The refrigerator obviously needs to be replaced. I can't get through to anyone who can actually help me. Never ever use this terrible company.

On Monday, we were informed that the contractor assigned by American Home Shield would not be able to evaluate our system until Monday, August 10—14 days after the service request was submitted. When we explained that this timeline was unacceptable and inconsistent with our understanding of the service time outlined in our contract, we spent a considerable amount of time on hold before a representative agreed that a 14-day wait was unreasonable. We were told the claim would be reassigned, but that we would need to wait another 24–48 hours for a new contractor. Although disappointed that the process was starting over, we felt we had no other option.

After waiting the additional 48 hours, we still had no updates. This led to multiple additional phone calls, extended hold times, dropped calls, and promised callbacks that never happened. On July 29, we finally reached the escalation team and were assured that we would receive a response by mid-morning on July 30.

When no one contacted us, we called again at noon on July 30. After another lengthy wait on hold, we were told that because the work order had only been reassigned on July 29, the 24–48-hour waiting period had started over. When I asked why the reassignment had not occurred on July 27, when American Home Shield acknowledged the original delay was unacceptable, no one could provide an explanation.

I also requested contact information for American Home Shield's legal department. Rather than assisting me, the representative abruptly ended the conversation and told me to locate the information in my contract. Throughout this process, we remained patient and gave American Home Shield multiple opportunities to resolve the issue. Unfortunately, the repeated delays, lack of communication, and unfulfilled promises left us with no choice but to hire our own HVAC company after four days without air conditioning during a South Texas summer. Ironically, the repair turned out to be a simple fix. The technician diagnosed and completed the repair in less than an hour.

We are extremely disappointed with how this claim was handled. What should have been a straightforward service request became an exhausting and frustrating experience marked by poor communication, unnecessary delays, and a lack of accountability. As a result, we will be filing formal complaints and exploring our legal options. We expected much better from a company we have trusted for years.

My initial problem was not leaking. It was a loud sound. They came back and forth three to four times doing different things. It never fixed the leak, so it never did a complete cycle. Instead of fixing the problem, they created another problem, and three to four months later, they offered to give me 200 and something dollars toward the replacement of the dishwasher. I said, "No. That's not what my contract reads." It says, if it can't be fixed, it's going to be replaced. They said, "No, it can be fixed." I said, "These different guys have told me that it can't be fixed." They said that I would have done the same thing the previous guy did, so we don't know what else there is to do. That happened for a couple of months. I said, "So, if you say you can fix it, then fix it, because I don't want to take this measly $200 toward the replacement of a new washer, a new dishwasher, because that's not what my contract reads.

Another couple of months rolled by. They came back and said, "We're going to replace it for you." That has been four to five weeks ago. I chose a dishwasher. They had someone come and bring it out. The guy claimed it needed an extended drain hose, which it did not. He said it needed an extended drain hose that needed to go through three walls and that I needed a licensed plumber and all this other craziness. I just had this plumber come out the day before. I had to pay another $249. And this plumber said, "Ma'am, you have everything you needed here to have this guy replace this dishwasher for you. You don't need an extended hose or anything like that." So, he set it up. He said the only thing he needs to do is just come and plug and play. Because the guy was so lazy, and that's what it boils down to.

They speak, but you can barely understand their accents. They act like they want to help you, which I know these are people. They're not the company. They're not the organization. They're doing what they're told to do because it looks like they read from the script. But they are courteous. They are responsive for the most part, but it's the back and forth. But when I come up with an issue where they need to do what they're supposed to do, they do everything to breach that contract with me and not do what my contract says that they're supposed to do.

Right when I put in the dishwasher, I also put in a refrigerator claim, and they ended up giving me the option of being without a refrigerator for up to three weeks, or them giving me, 500 and some dollars for the purchase of a new refrigerator. I couldn't be without a refrigerator for three weeks, instead of replacing it, which is what they advertised. They advertised everywhere. "If we can't fix it, we'll replace it for you." I had technicians come out as well on that one several times, but they couldn't fix it. And they said my refrigerator would have been rendered inoperable. The tech said I wouldn't be able to have my refrigerator for up to three weeks. I said, "You know what? I'll just take the $500 toward the purchase of a new one," which is what I did. I thought that was very shady. It seems AHS discourages their contractors from saying it can't be repaired.

He told me that if my duct had been disconnected, it wouldn't have been covered by my American Home Shield. I wanna call them again for a plumbing thing, but the policy is a little vague to tell me exactly what's covered. Even when the website says download your policy, the information is a bit fake to understand what’s covered and what’s not. That's the only thing that I worry about because it's $100 for them to come out no matter what? I’m still trying to figure it out.

Our tankless water heater had always worked, but for some reason, it wasn't working. The home warranty company sent someone out that met our schedule and fixed it within an hour. It was something simple, and we were super grateful. We've never had an insurance claim or needed anything like this before. It was lovely to have someone to call, and they fixed it immediately. The gentleman they sent out was really great and knowledgeable with wonderful customer service. I can't say enough about it. We've already told a couple of friends about American Home Shield and that they should switch.

The first person didn't work out. Here's another person. They said, “No. That first person needs to say, ‘I can't do the work,’ before we can send another one.” I said, “This is your name. If they fail to provide a service, your contract required to get my stuff fixed. They said, "No. Write back to us." "But if they're not answering my calls or anyone's calls, how am I going to get them to do that?" They didn't answer it. So, I had to locate them on a next-door app, because they were trying to advertise. I private messaged them saying, "You were supposed to repair my thing. I see you soliciting other work. If you cannot, I need you to send a letter to American Home Shield to close it out so I can get someone." It took over a month for that to occur. During that time, my family suffered some seriously cold weather.

They just changed parts every time one without any proper knowledge. They just kept changing parts one after another. And each time you change a part, you wait two weeks out. One week to arrive, one week for another appointment. You are not even sure if that part will fix your problem. I have submitted a complaint to the Better Business Bureau. I've shared a lot of history, videos and screenshots with them. AHS hasn't done anything. Even after disconnecting their plan, and I already bought a new fridge in July, I get calls to schedule repairs.

When a problem was found, the contractor reported no issue found so that the ticket was closed. Their response for why was because they knew AHS would not approve the service and that was the easiest way to resolve the open ticket. AHS creates friction at every step and has a lot of fine print to make sure they pay as little as possible to fix issues. I am disappointed we didn't know more before we had the seller pay for a warranty service. We are handling even minor issues ourselves. We are happy we didn't pay for the service but wish we actually had some value for the warranty we were expecting to have.

AHS rescheduled the appointment for Friday, July 24. Wanting to avoid another wasted day, I called the contractor that morning to confirm the appointment. The technician did arrive this time and completed a diagnosis. However, he did not submit his findings to American Home Shield until Tuesday, July 28, and only after I contacted AHS myself to request a status update.

To make matters worse, the technician reported that my HVAC failure was caused by storm/lightning damage. This diagnosis does not align with the circumstances surrounding the breakdown. There were no storms in my area when my HVAC system failed, and none of my other electrical systems or appliances sustained any damage that would indicate a lightning strike. Based on this diagnosis, American Home Shield denied my claim. Additionally, Thermodynamic Technologies failed to provide American Home Shield with an out-of-pocket repair estimate, leaving me without the information needed to move forward with repairs.

After my experience, I reviewed the company's online customer reviews and found numerous complaints describing similar issues with missed appointments, poor communication, delayed service, and unsatisfactory customer experiences. Based on what I found, I am surprised that American Home Shield continues to utilize this contractor.

I cannot recommend this company, whether through American Home Shield or as an independent HVAC contractor. I strongly encourage homeowners to research the company before scheduling service. I'm surprised that American Home Shield continues to utilize a contractor with such a poor reputation. After reading the numerous negative customer reviews describing missed appointments, poor communication, delayed service, and questionable diagnoses, I would have expected American Home Shield to hold its service providers to a higher standard. Based on my experience, Thermodynamic Technologies did nothing to change that perception.

I had a plumbing issue before, and I also had a problem with my microwave where it wouldn't open or close with a button. The spring needed to be replaced, but the guy wanted a video of it happening. That's just ridiculous. American Home Shield doesn’t trust the people that they send out. I could have just as easily paid somebody for what I pay.

I submitted my claim online and the process was seamless. The technicians have come out to my home three times now. The person that they sent out originally didn't really know how to work on tankless water heaters and didn't have one of the tools needed to diagnose it. So they sent somebody else out, but he also could not work on it. Then, American Home Shield sent a third tech out and he's been great. The repair seems to be moving along and if it all works out, then I'd be happy.

Despite the emergency approval, I have not been contacted by any assigned vendor. Sunday, I was informed that I could not hire my own licensed HVAC contractor, that the cost of a hotel would not be covered, and that I would need to wait an additional four hours for a new vendor to be assigned and accept the work order. I was then told the newly assigned vendor could take up to another 24 hours to respond. This means that an emergency service request approved on Friday afternoon may not receive service until Monday evening at the earliest—approximately three days after the emergency was approved.

Given the extreme temperatures and the lack of timely emergency assistance, I had no reasonable alternative but to hire my own licensed HVAC technician to restore cooling to my home. I also had to purchase a portable air conditioner to prevent my pets from suffering heat-related illness or death, and I incurred the expense of one night in a hotel because my home was unsafe to occupy without adequate cooling. I fully expect to be reimbursed for the emergency HVAC repair, the portable air conditioning unit, and one night's hotel accommodations, as these expenses were necessary solely because emergency services were not provided within a reasonable timeframe.

This is where the nightmare began. Under the Platinum plan, HVAC coverage limits are supposed to be high, but AHS is trying to force me into a meager cash-out offer of only $780.00. Their excuse? They claim they already paid their incompetent contractor $4,280.00 for the endless weekly Freon refills that never fixed the problem. When I demanded itemized receipts or any physical evidence of this $4,280 payout, they flatly refused, stating they "do not give out" that information. They expect me to take their word for a massive payout that directly eats into my replacement fund.

To make matters worse, resolving this has been an absolute brick wall. Every single customer service agent I have dealt with is located in an overseas call center in India. When I explicitly asked to be transferred to a US-based representative to escalate this lack of financial transparency, I was told they do not have any US-based representatives available. After six years of loyal payments, AHS is leaving me in the dead of summer with a broken AC and a $780 check that won't even cover a fraction of a new system. Do not trust their "Platinum" marketing—they will bleed your coverage limit dry with temporary repairs and leave you stranded.

Even the American Home Shield technician said the air conditioner was a fire hazard and should have been replaced. But they refused to replace it. So, I just canceled the entire policy. Every single claim I made was a hassle. They don't understand what's going on. I would give American Home Shield 0 stars and would never recommend it. I would never use them again. It's 100% a scam.

I had to risk paying a second deductible to ask them to send another contractor out to review the claim. That contractor agreed with me that there were mechanical failures, things needed to be replaced, and that it should be covered. It was a long process. It was a headache. It took me a month to get my appliances fixed. I had to risk paying a second $125 deductible to get it done. So, my initial experience was not great. Now that it's all fixed, it's fine, but it was a headache.

When I was dealing with the issues with trying to get my claim handled, the people who I talked to on the phone sometimes were hard to understand. Some of them had very thick or heavy accents, and it made it difficult to communicate sometimes. And they had a lot of canned responses rather than hearing the issue and trying to work through a solution. One night when they called me back to go over the problem, the rep ended up hanging up on me, telling me that I would just have to talk to the escalations person who would reach out. I brushed it off. But if I have another claim that goes like that, I will probably cancel my plan. It might be a one off, but we'll see.

Of course our own HOAs trusted a/c company did not agree to their non-sensical claims, but AHS only considers their own contracted a/c scam companies. As long as they insist having these clauses, know that they are purposely scamming people. They are notorious for using language like "not normal wear and tear" or "foreign debris" or "missing parts" to deny service you have paid for and are entitled to. Oh, and I forgot to mention that each of these contractors/scammers were happy to replace my a/c for $10,000 or more.

American Home Shield hasn't made a determination as of yet and I've yet to receive a call back from them. I've called multiple times, and I get the same response to give them another 24 hours. I put the original work order in on the 2nd and today is the 20th, and I still haven't heard anything. I'm getting ready to call them back and tell them I want a refund for that $100 that I paid towards the plumber coming out to take a look at that, because they did nothing for me.

I'm still within my first year with American Home Shield and this was the first time I had a claim. It was just denied so I was livid. I asked how to get off autopay and they said it was not something they could remove for me. I was told I would have to call back once my card is charged and cancel American Home Shield, which is the dumbest thing I have ever heard.

American Home Shield raised their price twice as much. It used to be $50. Now it's $100. I could see them raising the price 5% or 10%. But they doubled the price, and then they give us guys that only have 1-star ratings. I didn't appreciate that either. The guy never even showed up. When I called him, he said his truck broke down. But if you're a business, you probably have more than one truck. He told me that his truck was in the shop and that he would call me. But he did not call. I had to call him. I called Home Shield and told them that I wanted the guy that always comes to my house. We've been with them for quite a few years, so I've gotten to know the businesses for the things that they come out to fix, which is usually the same things.

I have two houses, and I had a contractor on the other house that I have. The electrical in the whole house was messing up, and they sent out somebody. They saw one thing and then I requested another company to come out, and they saw something different. So, the whole thing was denied, and it was going to have to come out of my pocket. American Home Shield wasn't going to cover anything. If I didn't fix it through them and show proof that somebody with them fixed it, then if something happened, it was not going to be covered in the future. So, I canceled the contract, fixed it on my own, and then American Home Shield called me and offered me a better package. So, I went with them again.

I told American Home Shield that I would remove the first company from their vendor list because they were terrible. We're still without ice and we're at the six-week mark. So, it's not a great experience. Once we get past this, I may have to cancel the service because it's just been a nightmare. The other company was called Ascent Appliance. It was very hard to understand them. Their English was very poor. The second time they sent somebody out, they had not prepped me to tell me they were gonna be changing the refrigerant. The tech had to unplug my refrigerator and he opened the doors for two hours. So my food was not being refrigerated for two hours. Nobody had told me I needed to move food. So, that was concerning. It makes me wonder if American Home Shield is hiring subpar companies because of the experience.

Last time, I called someone to fix a faucet. AHS rejected it because somebody said something about it's the pipes of the house. One pipe across the faucet on the kitchen was the cause of the other one on the across wall malfunction. I didn't like that. Because with that concept, if something else malfunctions, AHS will pin it on the pipes, which is not my fault. It is not a new house. If AHS only covers new homes, they should have said so. If they cover homes that are built on 2011, they should cover the damages. That's what we pay them for. The fact that they deny that, I was ready to drop them and go with someone else. I just don't have the time to shop around. I'm not 100% satisfied.

My coverage with American Home Shield is very good, as well as the price. I paid for the upgrade. But the person who sold me the house, the real estate agent, paid for the original warranty because they wanted me to have confidence in the insurance. The only thing I would like to see is a lower copay.

American Home Shield would like to try to fix everything. Despite the problems we're having with the contractor, they seem to wanna help. If it wasn't for my good experience with the electrician, I would try to discontinue my contract with AHS. I was very impressed with the electrical company that they selected. Those guys handled themselves like I would expect. I was doing a renovation, and we hired their company to do the electrical work.

For every phone call, I had to provide the AHS representative a complete background and history of the claim, as no one of them were aware and without exception tried to restart the claim, trying to reschedule an initial home service that had already performed and reported back to AHS. They finally offered $65.00 to replace one of the 3 fixtures the plumber said had to be replaced, which we paid over $2,000 for 20 years ago. We are drafting correspondence to the Better Business Bureau so that the BBB can provide AHS some help developing more professional and responsive business practices.

Your response simply restates your repair policy without addressing the fact that there is no estimated availability for the backordered parts, no reasonable timeline for completing the repair, and no meaningful resolution after months of delays. Continuing to tell me to wait indefinitely is not an acceptable solution. Additionally, I raised concerns about the performance of your assigned contractor, American Air Conditioning and Heating Co. The initial diagnosis took approximately two weeks to submit, communication has been poor. Instead of investigating my concerns with that company.

I have also spent countless hours contacting customer service, only to receive inconsistent information and repeated promises of callbacks within two to three business days that have not resulted in any resolution. Also the part that was out of pocket part got fixed. We told your representative that and still we are without ac. The parts you cover are still not replaced in my AC unit. Plus I did cancel yesterday. I did get a confirmation email. Wish I could upload the image of my cancellation. The offer of 256 is ridiculous by the way.

Original Review: After five years as an American Home Shield customer, I finally canceled my platinum policy. I rarely needed to use my home warranty, but the two times I did were some of the most frustrating customer service experiences I’ve ever had. Right now, my family has been without air conditioning for two months in the Texas heat. I have a 3-year-old and a 7-year-old, and despite explaining the urgency, I continue to get the same response: the parts are on backorder, there’s no estimated arrival date, and they refuse to replace the unit. Every time I call, I’m transferred from one representative to another and told to wait another 2–3 days for a response. It’s an endless cycle with no real solutions.

To make matters worse, American Home Shield assigned American Air Conditioning & Heating Co. as the contractor. It took them two weeks just to submit the diagnosis. When I finally spoke with someone, the customer service was rude and dismissive. Their technician’s work actually made the situation worse, resulting in two additional parts failing. Instead of taking responsibility, they claimed the damage was “pre-existing” and refused to cover the repairs.

American Home Shield seriously needs to reevaluate the contractors they hire. A home warranty company is only as good as the service providers it sends. Contractors should have knowledgeable technicians, timely communication, and quality customer service—not ratings below two stars and a history of dissatisfied customers. This isn’t my first bad experience. A few years ago, it took two years to resolve a repair on my washing machine. Now I’ve been without AC for two months. Two claims in five years, and both have been handled terribly.

If you’re considering American Home Shield, I encourage you to proceed with caution. Read the reviews—especially the negative ones—before making your decision. I wish I had paid closer attention. This has been an incredibly disappointing experience, and I will not be using their services again. My family has also cancelled with them because of this situation. I almost forgot. They also wanted to just give us $256 to get our AC fixed after all the runaround.

Other than that, American Home Shield is a little tricky when it comes to the bigger ticket items, like the air conditioning. Unfortunately, I had to put an overly complicated air conditioning system in my house and it's been a hassle to get some service out quickly when it comes to air conditioning issues. They could be a little bit better on that, especially since I live in Arizona. Also, every once in a while, the claims process with American Home Shield gets a little overly complicated. I like to be able to pick up a phone, call somebody, and not have to haggle with them. But sometimes I have had to haggle with them. For the most part though, their service seems solid and any repairs that have been made have lasted a good amount of time. So, it's not like I'm getting nickeled and dimed to death. Overall, I would recommend them.

To Whom It May Concern:

I am submitting this formal complaint regarding the unacceptable service I have received from American Home Shield (AHS). I have been a loyal customer for more than eight years, paying my monthly premiums faithfully through automatic payments. I purchased this home warranty believing it would provide peace of mind and protect my family from unexpected home repair expenses. Instead, my experience has been one of repeated HVAC failures, excessive out-of-pocket expenses, extended delays, misinformation, and a complete lack of accountability.

From the beginning of my membership with American Home Shield, I have experienced recurring issues with my home’s air conditioning system. Nearly every summer, my HVAC system has failed. Each time, I have paid the required service call fee, in addition to numerous charges from the contractors dispatched by American Home Shield. While repairs were made, they consistently proved to be temporary. The underlying problem was never properly diagnosed or permanently corrected, resulting in the same failures year after year.

2025 HVAC Failure. During the summer of 2025, in the middle of an extreme heat wave, my air conditioning system failed completely. My home became uninhabitable due to the excessive temperatures, forcing my family to relocate to a hotel for approximately three weeks. It took nearly one month for American Home Shield to authorize and replace the compressor. Because we could no longer afford to remain in a hotel while waiting for repairs, I purchased multiple portable air conditioning units with my own funds so that my son and I could safely return home. These were expenses I should never have had to incur after faithfully paying for home warranty coverage for years. I accepted those expenses because I believed that once the compressor was replaced, the issue had finally been resolved. Unfortunately, that was not the case.

2026 HVAC Failure. In 2026, just before my son’s high school graduation and graduation celebration, I noticed that my system was once again not cooling properly. Wanting to avoid another emergency, I proactively contacted American Home Shield before the system completely failed. The contractor dispatched by American Home Shield informed me that the company who installed the compressor the previous year had failed to properly clean the outdoor unit. I specifically asked whether cleaning the unit would resolve the problem and was assured that it would.

I was also told that my refrigerant had been discontinued and that additional refrigerant would be required. Initially, I was told I would need approximately three pounds. While I stood with the technician, that estimate changed to one pound. Based on the recommendations provided, I paid more than $600 for cleaning services and refrigerant.

Only two days later, immediately before my son’s graduation, the air conditioning system failed again. The outdoor unit became extremely loud, and it was obvious something was seriously wrong. Unable to obtain a timely appointment through American Home Shield, I contacted another HVAC company at my own expense. The technician immediately recognized the problem simply by listening to the unit. Within minutes, he informed me that the compressor had failed—even though it had been installed less than one year earlier. After confirming the diagnosis, he charged me $200 for the diagnostic visit.

I immediately contacted American Home Shield and reported the findings. Another technician was dispatched, and he confirmed exactly what the independent contractor had already diagnosed: the compressor had failed. I was shocked and frustrated. I had just spent hundreds of dollars based on an incorrect diagnosis. Had the compressor failure been properly identified during the previous visit, I would never have unnecessarily paid for cleaning services and refrigerant while the actual failed component remained unrepaired.

One Month of Delays and Misinformation. What followed was more than one month of delays, conflicting information, and constant frustration. For over four weeks, I repeatedly contacted American Home Shield requesting updates. Every time I called, I was told that the compressor had been ordered and was “on the way.” American Home Shield repeatedly instructed me to contact the servicing contractor. The servicing contractor repeatedly instructed me to contact American Home Shield.

For approximately two and a half weeks, I continued receiving the exact same responses. Finally, I insisted that someone actually investigate the status of the part instead of simply repeating scripted information. Only then was I informed that there was no tracking information because the replacement compressor could not even be located. I later learned that despite repeatedly assuring me the compressor had already been ordered, American Home Shield had not actually secured the replacement part. Throughout this process, I escalated my concerns numerous times. The only compensation ever offered was a waiver of my $125 service fee. While appreciated, waiving a service fee does not begin to address the financial losses, repeated delays, inconvenience, disruption, and emotional stress my family experienced.

Refrigerant Charges. Another significant concern involved the refrigerant charges. Initially, I was informed that my system required approximately eight pounds of refrigerant, resulting in an out-of-pocket cost of nearly $1,400. This immediately raised concerns because I had recently paid for refrigerant to be added during the previous service call. When I questioned the discrepancy, the contractor contacted their office to review my account. They confirmed that I had, in fact, paid approximately $1,400.

However, once the compressor was installed, it became clear that my system did not require eight pounds of refrigerant as originally represented. I was informed that my unit actually required significantly less refrigerant, and I was eventually refunded for the unused amount. This experience caused me to question the accuracy of the information I had been provided and whether I had initially been charged for services and materials that were not actually necessary.

Impact on My Family. The impact of these repeated failures extends far beyond financial loss. In 2026, my son’s high school graduation was one of the most important milestones of his life. Our family planned a graduation celebration at our home. Family members arranged travel plans and intended to stay with us while celebrating this once-in-a-lifetime accomplishment. Because our air conditioning system failed yet again, our home became too hot to safely or comfortably host guests. I was forced to cancel the graduation celebration.

After receiving repeated assurances that repairs would soon be completed, I rescheduled the party in good faith. Unfortunately, those promises proved to be inaccurate, and I was forced to cancel the celebration a second time. To this day, I have not been able to properly celebrate my son’s graduation in the manner he deserved. Family members who intended to stay in our home had to change their plans and incur hotel expenses because our home was not suitable for hosting them. What should have been one of the happiest and most memorable times in our family’s life became another period filled with stress, uncertainty, disappointment, and frustration. These are memories that cannot be recreated.

Continuing Concerns. Even after the compressor was finally replaced, I remain deeply concerned about the long-term reliability of my HVAC system. For years, American Home Shield has repeatedly authorized temporary repairs while declining to address what appears to be an ongoing systemic problem. Given the repeated failures over multiple years, I have little confidence that these repairs represent a permanent solution rather than another temporary fix until the next breakdown occurs.

Requested Resolution. After more than eight years as a loyal customer, I expected American Home Shield to provide the protection and peace of mind that I have faithfully paid for every month. Instead, I have experienced recurring system failures, repeated misdiagnoses, prolonged delays, unnecessary expenses, and the loss of irreplaceable family moments that can never be recreated. I have remained a loyal customer for more than eight years, paying my premiums month after month without interruption. I fulfilled my obligation under this contract. Unfortunately, I do not believe American Home Shield fulfilled theirs.

This experience has cost me thousands of dollars, countless hours on the phone, weeks without reliable air conditioning during the hottest months of the year, repeated disruption to my household, and, most painfully, the opportunity to celebrate one of the most important milestones in my son’s life. No homeowner should have to endure years of recurring failures while faithfully paying for coverage that promises protection and peace of mind. I respectfully request a prompt investigation and a meaningful resolution to this matter.

Evette **

I’ve spent hours trying to reach customer service, with estimated hold times of up to 120 minutes, and have been unable to get a supervisor or case manager to return my calls. It’s unacceptable to leave customers without air conditioning for this long in extreme heat while providing little to no communication or updates. I expected a home warranty company to help coordinate repairs during situations like this, not create additional delays and frustration. This isn't an accidental oversight—it's a deliberate business model designed to exhaust you until you either pay out of pocket or give up.

Later that day, I received information that American Home Shield had reassigned me. But in the meantime, the person who had been reassigned had called and scheduled. And I sent them what they needed to have. It was 11 days later that the water heater that had died was put in. And the hesitation was with American Home Shield, whether to approve it. I'm a premium member, in the upper tier. It took them I don't know how long to decide that they would approve it. But they were gonna order it, and it wouldn't be in until the Saturday before Easter. It wouldn't be delivered to the plumber and installed till then.

The plumber worked on his own, so it was installed beforehand, or as quickly as he could get it, because he kept having to wait for approval from American Home Shield, and they kept delaying it. I was very upset because I used them initially and I wasn’t happy that whoever they had, you couldn't contact them. I had to end up rescheduling two appointments that you schedule a year in advance, and the other one, six months in advance. So, I let things go and didn't call them. I didn't trust them.

American Home Shield is very efficient about certain things, though. They are very efficient about deducting their monthly payment. On the 2nd of each month, it's gone. They are also very efficient about raising the cost each year without delay. I've gone through a spell where I've gotten very lazy about watching things, and they were extremely efficient that they're not going to do diddly until they get their $125, which I understand. You're gonna put in a request and you're gonna pay this money up front. But I've called them and I've been frustrated. I've been on the edge of tears with this water heater. My tea kettles and I have become very good friends. Sponge bathing is something I haven't done since a child and it’s very inconvenient.

The plumber would say he would be out, but it was delayed. On Good Friday, he said he would be out but couldn’t say exactly when as he was scheduled very tightly. He made it at 5 o'clock that evening and he put in the water heater and left. Everything's been good. So, I'm not faulting him in any possible way. On top of everything else, he was coming to Lansing from over by Kalamazoo. I wonder why American Home Shield does not have people available in the relatively immediate area. There are a lot of people out here that can do things. That was maybe their way of retaliating because I refused their first offer. But the contractor was most helpful and worked with me. He listened and understood my frustration and did his very best to handle the issue. But he had some issues with American Home Shield too. He's just a man trying to do his job.

I’m neither satisfied nor dissatisfied with American Home Shield because when the people get out here, they do the job. I had also, at the same time, called in to have my installed microwave fixed because it had died, and they were not able to get someone out until the Friday after Easter, even though the request was made at the same time. That was okay because I have a small portable that, if that one goes down or we have a lot of company over, we can pull it out and use it too. So, I wasn't as anxious about it. But the guy showed up and fixed it. He was gone within a very short time. It was not longer than an hour. He was very polite, efficient and respectful. So, it's not the people that show up necessarily. It's my contact with American Home Shield that I'm frustrated with.

My daughter in Arizona had used American Home Shield for several years and was very pleased with it. A friend of mine up here had gone with them, and she didn't have anything bad to say. But she hadn't used them that much. Then AARP recommended them. So between the three, I gave AHS a try. It was gonna cost a little bit more. What originally was $68 per month jumped up the following year to 80-some dollars. And now, it’s at 90-some dollars in a three-year period. I'm retired and on a fixed income. It's not gonna get better. If anything, it may get worse. But when they come through, it’s perfect. At the most, it's gonna cost me 125 each shot. Over time, things wear out too. But I'm hesitant.

My doorbell doesn't work, and I don't know if I want to pay $125 to have someone come out and fix it. I don't know what it would cost to fix it otherwise. I've also got some exterior lights that need attention. The first time I used the service was when my stove had a gas leak and my overhead microwave stopped heating. They wanted two separate tickets because they were two separate items. I don't know if they'd want separate tickets for the exterior lights too, or if I could get the work done somewhere else for the same amount of money. At this stage of my life, I'm tired of having to find people to fix things that I can no longer fix myself.

In talking with this gentleman, it sounded like that's the common theme. These guys go out to people's places, and they don't do anything to service or help fix anything that's really going on, which would require them to come back out. You pay additional money, and it's a scam. I've been paying for Home Shield since I bought the house six years ago and I hardly use it. I was wasting money. I was only keeping it just in case the air conditioner or something else went out. But I'm financially able to just buy my own air conditioner without them. They wouldn't replace the air conditioners. They'll just fix it.

To that end, I did have the motor fan in my air conditioner go out, and the contractor came in and replaced the fan. It was not a problem. But then a short time later, it stopped working. When the guy came out, he said, “Oh, the wire burned up.” So, he just put another wire nut on it. I wasn't there to see what he did. Then it happened again, and he said, "Well, it's going to keep happening.” That's because my house has an aluminum wire coming from the electrical panel to a copper wire in the fan. This guy knew that it was going to happen again, and it did.

I went out to Lowe's and got this little thing that he should have used to put between the two different kinds of wire because the wire was heating up and it could have created a fire in my house. So, these people are incompetent. This guy knew it was going to happen again, and all he was going to do was stick another wire nut. I'm an engineer. I know about this stuff. I'm not stupid. I just needed someone to help me.

Fast forward to February, I got a call from the tenant that she was not receiving any heat downstairs. So I had them go out and check it, and they said there was a hole in the furnace. They could repair it, but they recommended that it should be replaced because of concerns for carbon monoxide. They tested it a couple of times; there was no carbon monoxide leak. But my tenant, being who she is, bought an extra carbon monoxide detector.

I had some all over the house, but she brought extra. And they recommended that they should keep it off, even though there was none. So she kept it off. It's a split unit. Upstairs was heating, but downstairs was not. So after two weeks, I paid 2,900 to have it completely replaced. Then, a week later, after they replaced it, I got a call from the tenant that she was not receiving any heat upstairs. Or she was receiving heat, but it wasn't enough.

She put the thermostat up, and it just was not heating up, only to find out that the thermostat needed to be replaced because the batteries were corroded in there. They replaced it, and I had to pay again because they said it was a different event. I had to pay to get the thermostat replaced because it was a separate event. It wasn't the same repair event, which I thought it was. It would have been covered under the same service call, but they said no. So I paid it.

They were very friendly and responsive, but I like transparency. I like people telling me straight up. I didn't know all this time I was working with them. Tell me when I put a request in that I have to tell them it's a split unit and which area they should look at. I don't know that. That's not my area. I'm not a subject matter expert. I can't tell them, "Check the upstairs unit, check downstairs." I would assume that they would check everything. So I ended up paying two service fees for them to go out. So that is what I'm not happy about. But when I submit a claim, I go online. I have my account. I log in and put it in, put in the address. All of that is already there. Then, I put the claim in, and whoever's assigned to it would call me, or I call them. I tend to call them because I want to get it expedited. Then, they're very flexible with their schedule.

The contractor having no tools is disappointing since it takes time out of my day to wait and I was lied to that he checked the Freon levels in the fridge. American Home Shield sending out contractors that don't speak English and don't know how to work on the item that they sent out to work on is very frustrating to the homeowner who is shuffling their schedule around. But the contractor we had last year with the fridge came out here four times and chased his tail around, and did a good job. He knew what he was doing. We just had a faulty refrigerator, and the very last time he was here, he said he was going to put some gunk in the Freon line to try to plug the hole since he can't find it. If this fails later down the road, he said I probably just need to get a new fridge.

I've had American Home Shield for about four or five years, and they have always done what they said they were going to do. I usually recommend them. They're there when I need them, and the online app is very easy to use. We typically see someone within two to three days after placing a claim. The price is fair, especially considering inflation, and for the number of times I've used the service, I always seem to at least break even. But I wish they would give customers a heads-up before renewal. The last couple of years, my premium increased by about $50 because it renewed automatically, and I didn't know why until I called.

I’ve been with American Home Shield for a year and it feels like a safety net that you're able to call someone. The disadvantage is you don't know if it's going to be covered or if it's going to be approved or denied. But so far, I haven't had that experience. The customer service was average. When you need to escalate a complaint, it is a very troublesome process. It's almost like someone's reading from a script, and you're trying to tell somebody in real time what's going on. You have to ask for a supervisor, or there's no follow-up. I was told someone would contact me, but I never received a contact from a supervisor or anybody who was able to get immediate results.

I had to call back and ask if there was a supervisor or escalation specialist I could speak to. This was on a second occasion with the same company I was having an issue with. I spoke with someone, but it felt like they were also reading from a script and just said they would send an email to the company. That didn't help when it was 100 degrees and no one had shown up four hours after my appointment window. The communication with the contractor was bad. One technician came out to do a diagnostic but didn't have all the tools, so the visit was a waste. He said he'd be back the next day or in two days, but he never showed up. I had to call again, and they said they didn't have the equipment yet and would come out the next day. They kept giving me appointment windows, but they were late or no-shows.

The technician said he would call me on Monday, but he never did. Later, they scheduled another appointment, but no one showed up, and nobody called me back. The technician eventually arrived four hours late after telling me his truck had broken down, but no one from the company communicated any of that. This whole process took two weeks to get my air conditioner fixed. I only had to pay my deductible, but having to deal with that type of company was excruciating.

I’ve been with American Home Shield for about three years now, since I bought my building, and they have replaced the washer and the dryer. The warranty is handy and I have no complaints about the repairs. The techs who have come out are excellent. The vendors that they choose to partner with for repairs are good. But for the most part, 90% of the reps I’ve talked to speak English, but it's not clear, and they don't help you as far as getting claims done the correct way. They try to make you put claims on each thing separately, and I've been trying to work around that and figure out why they do it that way, but that's currently how they do it.

When you ask a question on the phone, the reps don't give you a general answer. They give you an answer off a piece of paper. Then, when you try to put the claim in, it's not always accurate and when you have them pull it up, the last person you talked to did not correctly put it in the file. And I dislike that.

In July 2026, AHS’s own contractor confirmed the evaporator coil is leaking, cannot hold refrigerant, & that the condensing unit must be replaced to match the coil per NC AHRI requirements. These components are explicitly listed as covered parts, & the plan includes a $5,000 coverage limit for HVAC systems. The contract also states AHS will cover necessary compatibility upgrades when replacing an air conditioning system.

Despite this, AHS demanded thousands of dollars in “non‑covered costs” & offered a small “credit” that is nowhere in the contract & far below the coverage limit. They are misclassifying required compatibility components as “upgrades” to avoid paying what the contract requires. Customer service has been equally unacceptable. I experienced repeated call hangups, abrupt transfers, long holds with no return, & contradictory explanations. Representatives used pressure tactics to push charges that conflict with the written contract, including attempts to convince me that clearly covered items were “upgrades.” At one point, an agent disconnected the call immediately after I cited the contract language.

This pattern shows clear avoidance, manipulation, & bad‑faith handling instead of any genuine effort to resolve a covered breakdown. AHS has failed to repair the leak for years, refused to replace covered components, refused to honor the coverage limit, & attempted to shift covered costs onto me. Homeowners should be aware of these practices before relying on AHS for critical home systems.

Like many people, I felt confident when I signed up. The coverage sounded reassuring. Unfortunately, my experience didn't match those expectations. I was paying about 75 dollars a month, and when I submitted my first claim, it was denied and they called it a pre existing issue. That immediately made me question the value of the coverage. It also made me think how frustrating it would have been if I had faithfully paid those premiums for years, only to have my first claim denied when I finally needed help.

Based on my experience, that possibility is something every potential customer should seriously consider. The claims process, communication, and overall experience completely changed my opinion. What disappoints me most is knowing that I recommended American Home Shield to so many buyers and sellers over the years based on trust. I sincerely regret those referrals. If you are considering purchasing a home warranty, please read reviews carefully, understand exactly what is and isn't covered, and make an informed decision. Based on my personal experience, I can no longer recommend American Home Shield to my clients, friends, or family. I hope sharing my experience helps others avoid the same disappointment I went through.

We were not looking to buy a new system. We simply wanted our A/C repaired—the very reason people purchase a home warranty. This situation is especially urgent because we have a **2-year-old child** at home and an **expecting mother** in the house. What is even more concerning is that our service request was **closed as if the problem had been resolved**, even though **absolutely nothing was repaired**. We were left with a broken A/C and no resolution.

After doing some research, I found another American Home Shield customer who gave this same contractor a **1-star review**, describing the exact same experience: they were pressured to purchase a new A/C system because the contractor claimed AHS would not pay for the repair. That is exactly what happened to us. The contractor's only solution was to finance a $12,000 replacement through his company and then effectively told us not to contact him again.

The most disappointing part is that American Home Shield continues to use this contractor despite multiple customers reporting the same behavior. After faithfully paying premiums for seven years without making a claim, I expected a company that stands behind its customers—not one that sends contractors whose primary objective appears to be selling expensive replacements instead of honoring the purpose of a home warranty. If you're considering American Home Shield, be aware that paying into the plan for years does not necessarily mean your covered repairs will be handled when you finally need them.

Mind you, the dryer vent had been cleaned out prior to technician getting here. So that just tells me the tech didn’t want to fix the dryer. Called AHS one more time to get the issue fixed and kept getting passed from one representative to another to finally be told that it was not their problem and I would have to pay another fee to get it looked at because it had been over 7 days since technician had been out. There again, it took over a month for the tech to even turn in his report. I’m done. A customer should not have to pay a service fee for a repair that was never properly handled. I will be cancelling all of my properties service contracts.