American Home Shield Reviews

The second contractor was wonderful. The first contractor just found one thing wrong, fixed it and left. That aggravates me because I had another situation with an air conditioner that I called American Home Shield about. They sent somebody out. He put Freon in, charged me $600, and then left. The next day, the air conditioner was out. It took me another week to get somebody back in. From my two experiences in this house, American Home Shield sent out the weakest person they could, who did the quick fix and hoped that that was enough. If not, then they send somebody out more professional to do the actual work. Everything's functioning fine now. But I'm really debating whether I wanna keep American Home Shield. I had them for years. But I'm really aggravated that they sent out two crap people on two different items.

The customer service said they had to wait until they got the results. But the contractor told them that it was done and they made the repairs. They came here twice and didn't do anything. The second time they said they did it and they told me to take the picture. American Home Shield wouldn't give me my money back for that. I've been with American Home Shield for a long time and that was the worst experience I had.

The work quality was good but the way the program is set up, American Home Shield selects a single vendor so that’s a disadvantage. You can't get estimates from more than one qualified contractor at a time to compare. If they have a program like an HVAC upgrade, to be able to choose bids or plans from more than one vendor is limited. You don't have a choice of saying you prefer this vendor over that one. It’d always be good to be able to have a comparison of at least two different companies because there are probably five good HVAC companies that I came across in the Las Vegas area.

I only had a verbal statement of work, which some independent AC firms provided, but the vendor contracted that I went with did not do that, which resulted in me having a misunderstanding of what was included and then me being charged an extra $400 for that service. So, I wouldn't go with that vendor again. Even though the quality of the work was fine, I didn't appreciate the interaction with A1 Quality Care.

The board was out and the wires were messed up, so the issue was intermittent. It was happening, then it wouldn't happen. It was happening, and it wouldn't happen. He then sent in his report and AHS decided to replace the washer. Then, they sent somebody out from A1 Delivery that delivered a new washing machine. But they didn't balance it when they brought it and they had to come back out to adjust it. Now, I got to call them again because it's making a weird noise when it's spinning that I don't think a new washer should be doing.

I normally go online and pull up my account when I need to file a claim. I also try to talk to somebody because I want to explain, but it's very hard to get somebody to talk to that you can understand. I went through so much with American Home Shield and we've been with them for a long time. I don't use them often, but when I do have to use them, I expect for them to come through. And I want to be able to understand what the person is saying and I want to be treated right. But I wasn't feeling that.

Last year, the techs had to come out for my AC and put the Freon. I then decided to change my policy to the upper plan so that that was covered. This year, they came out on the exact same month and had to do the same thing again. I had to pay $540 like I did last year and I was pissed. AHS found the note saying to change it to the upper plan but they said that there was nothing they could do because it was from last year. Then they tried to say that they would not charge me for the service ticket or put an extra no charge on the service ticket. But they were not handling the problem. You also can never talk to a supervisor ever and that speaks volumes. Your complaint will go to an escalation team and they don't know what you're talking about. There are never any notes taken. I got that one girl that tried to help, but she was very limited.

I told them that they were talking about somebody who's been with them since 2012 and my money is automatically taken from my account. They don't have to go looking for me to pay them and I am the kind of customer they don't want to lose. It was ridiculous how they were handling my complaint. But at the time, I had to keep the service because they were still working on the washer and the refrigerator. It also took a month for them to work on the refrigerator. Nobody called and offered to rent one for me during that one month that I had no refrigerator. It was just really sad.

All in all, I would tell my friends to look elsewhere and go to another company that has people in the United States that can talk to you and that you can understand. Because AHS is sourcing their stuff out and you're talking to people that you could hear birds and chickens in the back. If you can do the job and I can understand you, that's different. But when I can't understand and I sometimes got to hang up and call back, that's not good. I don't have time for that.

A week went by but I hadn't heard anything. So, I called AHS again but they hadn't heard from the company. Once again, they put in a false work order or said it was complete when they hadn't even called back AHS. A third technician was sent out from the same company. Another guy came out and he said what the first guy said. They need to order the part and will get with me and it should take three days. But another week and a half went by. This started in August and it’s mid-September now. It's the people that AHS is contracting with. But we're getting horrible customer service with both of them. So, my husband called American Home Shield and told them not to send this particular company out again because they've been out three times. And it's been five weeks, and we still haven't gotten anything done. So, AHS sent another company out and they went in to order the parts. It's just been a complete mess.

We've had American Home Shield for over 10 years and the quality has decreased. After getting this microwave done, we're considering dropping them because we could have gone out at this point and bought a microwave and had it installed. Before they even hear the case, they want their $100, yet it's too much back and forth to get the job done. And I have an issue with that. So, versus paying that monthly fee, I'd rather just be putting that in a savings account and handling whatever we need to handle.

AHS is getting a bad rep because, at some point, you are held accountable by your contractors. So, if your contractors aren't doing a good job, then that reflects on you. We've had a couple of bad experiences with the people that they're sending out and even with the first people that fixed the microwave, they broke the grill in the process of fixing. I don't like that they send us text messages and when I was trying to find the contact number of the company, I had to Google and look it up, and call and call. But when you're looking at the reviews, they're a one-star and two-star company. So, that says a lot as well. And if we're paying top dollar for a service, we don't want the bottom of the barrel.

This time, a repairman came in and was very cordial. I showed him the kitchen and he asked what kind of problem I was having. I explained to him what I had going on. He turned the burners on and checked the serial number on the stove. I explained to him that the right rear had gotten extremely hot and it overheated to what I considered the maximum heat there. He looked at it, got the part numbers, told me the parts would end up having to be ordered, that they would be sent directly to me, and that I should have them prior to the end of the month. When the package came, I called American Home Shield to let them know that I had the parts. The guy called the same day that I had gotten the parts available for him to put on.

The repairman who came for the AC unit somewhat politely dismissed me when I was telling him what kind of problem I was having. The fan was making a noise but it didn’t make it when he came. It was the heat of the summer and to stand around my house waiting for it to make a noise, he may not have made it that day at all for him. He replaced what saw that was wrong. The fan was turning and it wasn't making a noise, and there was another part that was bad. But the noise came back and I was without air again. Otherwise, I've not had a problem with the technicians. They always explain to me what it is that they're doing.

My appliances are now getting older as my husband and I are getting older. We need them fixed without having to go and buy, if we can afford not to have to do that. Having American Home Shield, at least we know we'll have somebody that's coming. If we have a problem with the service, at least we got a company that supposedly has a good reputation that will back us up. I gotta have them to protect the things that are costly here as far as my appliances. It's worth it for the peace of mind knowing you can get the service that you need to have done.

I would recommend American Home Shield. I have a sister who lives here in Memphis and she's had American Home Shield for 15 years. She had it in her first house as well as in her second one. I have a brother that lives in Florida. He has it in his home and he's had it for years as well. They always got good service out of it. I have a daughter who lives in Chicago and she has American Home Shield from her experiences from when she was still growing up here at the house.

When I submit claims, I just call American Home Shield and tell them what's going on. They send someone out but they charge my account $100 before they do. Then, they tell me who’s gonna come and that company comes. Some of the contractors are not skilled. It appears that they are on a timeline so, they cannot give attention to diagnosing what needs to be done like they should. A lot of people like to change parts and not know what is going on. They need to be able to have time to do a diagnostic check and make sure they understand what is going on and then do the repairs. The last contractor I had did that. After he replaced the ice maker, he said it would start up in 24 hours. But it took about 48 hours. It was about three days before it started making ice, but it started.

The tech was still on the schedule to come back. It must have been about five weeks after they came out before it was completed. They were going to order a new ice maker to put in there and then, it started making ice. So, they came out and checked it, and made sure that everything was like it was supposed to be. But it was because he had to spend a lot of time making sure and seeing what we talked about. The refrigerator was made overseas and he would have to make sure he got the model number. He got the manufacturer's number and the year it was made and then sent in for the part, because they can't just get a part and put it on there. That took him a while and once he got that and put it in, it was making ice as quickly as he thought it would. But it needed to recycle itself completely before that new unit could start. But it did start and I'm getting ice now.

American Home Shield is getting contractors for me but I don't know if they research the people that they get to do their work and if they give them time to do it like it needs to be done. They are giving service for repairs of their clients. I’m paying them $100 to send someone out to fix a product for me and $89 a month. But the service that I'm getting doesn't justify the amount of money that I pay. It is not the people's fault that they send out to do my work. It's the people who contract to get the work done and the timeframe in which they have to do it.

People should make sure that they understand the kind of service that they're seeking. I’m with American Home Shield because there are some services that I can't get anywhere else. And they provide me with a complete service line of people they could get for my particular needs. And because of that, I'd be willing to pay $89. But I'm to a point right now, where if I can get someone else to come in and repair my appliances, I’m asking myself if I wanna continue to have the appliances on American Home Shield's list.

My concern is about people being honest and sincere in what they do. We need to be given the service that we pay for. If I'm gonna pay them, I don't need to watch over them. They should do what needs to be done and do it because they want to do a good job and their company is being promoted. The company that AHS sends out should have workers who are able to do the work the way it needs to be done and not be fearful that if they spend more time on the job than they should, then the company is gonna be upset because they won't make enough money. These kinds of things are being done just to say the people are able to come out and give you a buzz and then take off. And I don't need that.

When I finally got a hold of the vendor on Friday they could only schedule for Monday the following week. Then on Monday, the vendor did not show up in the scheduled 2 hour time slot. I think he showed up late after my tenants left the house frustrated after the 2 hour time slot. All this time I was asking AHS to change the vendor to someone that would respond faster and on time. I even requested to talk to a supervisor and they said once a vendor picks up a work order AHS can not change the vendor.

Only after repeated call to the vendor was I able to get them to come out the next day. AHS was useless in this case. This is despite my explanation that my tenants were livid and the vendor doesn't answer phone calls, delays for a long time and even missed a scheduled appointment. This policy is the most awful policy, when a vendor defaults or is incompetent, AHS has the responsibility to change the vendor. The tenants are still upset with the slow repair due to vendor and AHS policies.

This last claim was good. But the previous times were terrible. I had some troubles a couple of years ago with my furnace. They sent someone else and told me I needed the furnace replaced. I called another company and the company said that it was older and it could have been replaced. American Home Shield said they would give me $2200 to replace my furnace. I tried to get that money. But they would not give me the money. And they still have that money. My furnace also went out when the weather was in the 90s and 100s every day. It took 10 days before somebody got out there and fixed my furnace. I finally called somebody and paid for it myself and told American Home Shield to go to hell. I have since dropped American Home Shield after this last thing I had.

American Home Shield has not done a whole lot. We've had three different companies now come out and look at the fridge, and they haven't been able to fix it. One company didn't even try. They told American Home Shield they couldn't. So, American Home Shield then sent Active Appliances back again. Active Appliances came out 10 times. It was so ridiculous. Finally, I complained a lot. They were gonna send Active Appliances out again, but Active Appliances now refuses to come back out because they can't fix the issue. So, now they reassigned it to a different company. I'm very dissatisfied.

American Home Shield should be kind enough to get a portable air conditioner for the customer. When they contract with the vendor, the vendor should have everything like the crate that they needed. It should be more clear to the consumer. I don't understand why I had to pay for the crate when American Home Shield contracts with these people. I had to pay over $1,000 for the crate. I voiced my opinion to them. I talked to somebody at American Home Shield then they switched me over to somebody else. It was a long dialogue.

And then American Home Shield said, “Well, you can get a second opinion.” The first company was Aurora Appliances. So, the second opinion was from GE Appliances. They came out and they said, “Yeah. The slides are shot and missing. And there's a bearing that needs to be replaced.” They fixed it, so it was ultimately resolved but it was a frustrating experience because the first company was terrible. It was an obvious problem for anybody who knew what they were doing. So, the guy was either incompetent or they just didn't want to acknowledge there was any real problem. More likely, he just didn't know what he was doing. I would never use Aurora Appliances again.

The only thing was I didn't know that I was entitled to get a second opinion, and that if a second opinion differed from the first and that was correct, and that I wouldn't be charged for a second visit. I didn't know any of this process until I had to deal with all this. So, it would have been nice to know in advance that this was how things would work if the first shot at this was not satisfactory. It’s like, “They didn't fix it. I paid $100 for nothing. And what now? What do I do?” Calling AHS and speaking to them, I discovered what could be done and what ultimately was done.

Another problem with AHS is they're very expensive. And this past year, I don't think I got notification that the renewal had come up. Every year, I call them and say, “Gee, it's too expensive,” and they give me a bit of a discount. This year, that didn't happen. So, I'm rethinking. I've had some satisfactory results from them, but given the cost of it, I'm wondering if I should continue or not.

I dealt with most of these issues while I was nine months pregnant. In dealing with American Home Shield on one of my three-hour calls with them, I had to sit in my house, waiting for the tech while I was on the phone with them, and I almost went into pre-term labor. The only reason I still have the service is because I want them to fix my air. But I'm super over it. I pay for a service and I'm getting jack from it right now, besides people lying to me or trying to get me to pay them out-of-pocket on the side to do things.

Also, one of the techs was a super transphobic man who was making very inappropriate comments to my five-year-old. Aside from that, the first time I called, when the people didn't show up or I couldn't get an appointment sooner, the customer service gentleman told me I was getting expedited service. He told me to call back in 45 minutes if I didn't hear from anyone. So I did that. I got someone else and she had no idea what I was talking about and escalated me to some other guy. That guy then told me that a supervisor was going to call me back, and I'm still waiting for that call. That was in June.

Then, I got a third guy who told me that the first guy told me I was getting expedited service to get me off the phone even though the first guy kept me on the phone for over an hour, trying to help me. I told him I wanted to file a complaint and he disappeared for a while, put me on hold, came back, and said he shouldn't have said that to me. But if I didn't file a complaint or escalate it, he'd get me expedited service. That still didn't happen since I had to wait six days for an appointment. Every single phone call and interaction I've had with the vendors and American Home Shield has been a nightmare. I've been put out of my house and now I have a newborn and we're in South Carolina where it’s 100 degrees out.

I've had AHS fixed my fridge once, and they've also come out for my air once before. Those were experiences were decent enough. But this recent one with the air conditioner has been abysmal. I used to recommend American Home Shield to people but I will never do that again. On Saturday, I was told that a conflict team was going to call me within 24 hours and I'm also still waiting for any follow-up on that. Then, on one of the times that a conflict resolution member called me, they just said they were sorry about my complaint. When I asked what are we going to do to remedy it, they said they were just calling to let me know that they were sorry. That was the resolution and I was still out of my house. And my regular house was at 86 degrees at that point because that was in July.

The contractor who came out was very good. They came out quickly and ran through some basics, quickly determined there was something I never would have thought of, which was the switch that when you close the dryer door has to engage, and that switch wasn't working right. So, once he determined that was the problem, then we had to wait because he had to order the part. He couldn't finish the job until the part came in because it wasn't a part that he had on his truck or was in the shop. So, it was over a week before he could come back out.

I did like the fact that I got a notice saying that the part had been ordered and that the part was delivered. So, from there, I had an idea of how long then and once they got the part, they came out in the next few days after that. I was out of my dryer for over a week. Fortunately, I'm a clothes horse, so I didn't have any problem with having clothes but it just meant that I couldn't do any laundry. It wasn't just something that I can air dry.

AHS raised their prices this year, both on what my monthly charge is and what my service call charge is. I'm on a fixed income. They seemed to have gotten away from starting at the top of the alphabet, which I don't like. It also doesn't have a place on their website that you can request a specific company that you might have used before and really liked. I don't have a choice of the vendor that they assign to me. There are certain times that I know that there are certain vendors that they have sent out before that I really like and would like to use again, but I don't have that option when I'm putting in my work order. I would like to be able to have that option to say, "This is the vendor I would like if this vendor is available."

Normally, when I do a request, I go in, say what the problem is, and then they come back and tell me who my company is gonna be, and they send it to me, and they also send it to the company that they have assigned. So, by the time I know what that company is, I don't have a choice. So, I would like to be able, on their website, to pick a vendor if there's a specific vendor that I would like.

AHS is a good warranty company. The biggest problem I have is I have an old house. It was built in 1970s, and a lot of the work that was originally done by the previous owner was very bad. He did a lot of DIY stuff and he did it all wrong. So, the first company that I had was the warranty company that was holding the warranty when I bought the house. It wasn't American Home Shield. I had a lot of things go wrong. I had a lot of electrical problems. I had a lot of other issues. I had HVAC problems. I had all sorts of problems. So, I had a lot of claims. What I didn't realize at the time was that they were gonna cancel me. They didn't renew my contract because I had too many claims. They canceled me and they wouldn't renew me no matter what I said. It's like, "Well, you already fixed all this stuff, so you know it's not gonna be more repair. So, why won't you renew me?" They were like, "Nope." So, I am very leery putting in for claims.

With American Home Shield, I have a ceiling fan that's not working now, but since I just had the dryer done, and not too long before that, I had plumbing work done, I'm sitting here with one of my ceiling fans that doesn't work because I'm afraid if I place another claim this quickly after my previous claim that they might not renew me at the end of my contract this year. So, it's a little disconcerting. I'd like to get my ceiling fan repaired or replaced, but in my mind, I have to prioritize because I never know when something's gonna go wrong.

Nothing in this house when I bought it was new. I didn't realize that at the time. Every appliance was a used appliance. I also still have a problem with my refrigerator. So, there are two things that I could put claims in for, but I'm afraid to do that. I'll probably wait until winter when it starts to get cold before I'll put in a claim to have my ceiling fan repaired or replaced. In my mind now, there is this fear that they won't renew me. I'm not saying that American Home Shield would do that, but when you already had one company cancel you, you're leery of putting in claims.

That contractor came out two additional times and was not able to fix my appliance and the communication that he gave me was something totally different than American Home Shield. That contractor put in a request to get another company to come out and take a second look at it. The new company had to come out twice in order to fix it. I was without a refrigerator for three weeks. There was no type of, "Hey, let me see what I can do for you. Can we compensate you for anything?" The contractor wasn't replying to their emails and wasn't returning their phone calls. They weren't returning my phone calls. Every time I would call in, they would say, "Oh, well, we have to follow back up and contact them again and wait for their response." They are waiting on a response, but I'm without a main appliance that I need in my house that's essential.

Every time I will escalate it, it will be the same process over and over. By the fourth time the contractor had come out, there should have been some resolution of, "Okay, they're not responding, they're not answering. Let me make sure you're taken care of as a customer." I had to take off work and shift things around because their hours were a little bit different. The technicians did work on weekends, but no one was in the office to return any phone calls or respond. So it was me contacting American Home Shield versus them keeping in contact with me and saying, "Hey, this is what's going on. This is how we're working through this."

When it was time for me to renew my contract, which was the end of August, I told them that I didn't wanna renew my contract. At that point, they were trying to keep a customer. They can offer me $100 off of service or an incentive to stay committed with them, but they can't help me in the middle of a process where I don't have a appliance. Yesterday, the second technician came out, and he was able to get my refrigerator back running. We have a 30-day window just to make sure that everything works properly, but I did cancel my contract with AHS. I've made numerous complaints against that other contractor that the customer service is bad and their follow up is bad, but they continue to do work with them. They need to hold them accountable and not the customer. Their customer service reps did answer, but there was no resolution, and then sometimes there was a language barrier.

They cover my issue, but they're not working in a timely fashion. Also, the prices have increased, but there are no extra incentives or anything extra. So whenever I'm paying monthly for the plan, I have to pay additionally to put in a service request. So each time I have to have someone come out, it's $100. At first, I was paying 40-something, then it went up to 50-something, then it went up to 65, but this next go-around to renew the contract, it was $100, plus there is still $100 for them to come back out. I don't understand why I'm paying $100 monthly to have them as a service, and then when I need to utilize it, I still have to pay another $100.

I called the people who installed the door. They came out, replaced both springs and balanced the door for $331 out of pocket. On this one incident, I'm very dissatisfied. American Home Shield finally gave me back my $100, but they only wanted to give me back $92. I had talked to seven people. They're also supposed to give me some money back on the $331 but I have yet to see that. Three times, I've emailed them the invoice and the worksheets that the guy gave me. They keep saying, "We need proof of payment before we can pay you." I said, "I don't know what more proof of payment you need. I've sent it to you. Here's the number. Call them up and they'll tell you I paid them already." Up to this point, American Home Shield was great and I was happy with them. They replaced my dishwasher and fixed my washer a couple of times. It was leaking on the floor this last time. The first time, its timer was messed up. They also fixed my dryer.

However, when my ice maker kept breaking, American Home Shield kept charging me $100 every time I would have somebody come out. It was a known chronic problem but they kept charging me instead of telling when it first happened that I needed to deal with Samsung, that it's a known problem with them. After the fourth time of me paying them $100 to have somebody come out, they told me that they couldn't fix the problem, that it had to do with Samsung and I needed to contact them. It was their way of not replacing my refrigerator. After dealing with Samsung, I ended up spending thousands of dollars and getting a new refrigerator.

The claims process is straightforward but I am questioning my ability to trust in American Home Shield moving forward. If their contractors are going to order stuff, it would be awesome if American Home Shield would have a way to check if those parts that people are ordering are, a) necessary, or b) delayed or out-of-stock so that they can go ahead and let the contractor know. It was on me to reach out to Sears but I didn't know that because I had an appointment and Sears didn't even come for the appointment. There was no notification that they weren't gonna come. The closer that American Home Shield is able to work with contractors when there are orders, the better.

The first contractor fixed the issue and put the new disposal in and it was okay for a while. But all of a sudden, it started leaking a few months later where the repair guy had connected the pipes. His & Hers Plumbing came to fix the issue but it was more than two months and we had to pay another $100. But the experience has been okay. AHS has done the right thing but sometimes, they couldn't get anybody here for a couple of days, which I didn't care for because the other company we had in Georgia used to come right away. One time, the contractor didn't come right away and the other times, they came the next day. But when I called this last time for the leak under the sink, they said four days. I said I couldn't stay four days without a kitchen sink. So AHS searched around till they found this guy who came the next day.

I called the company, not knowing that I had to call Home Shield, and they told me I had to call Home Shield who would call them and give them some kind of work order. We have gone without air now for two weeks. They scheduled somebody to come out and I understand it was a week for them to schedule somebody to come out but it doesn't take away the inconvenience of not having air. Other than that, we've had Home Shield for close to nine years and any time we've called them, they've responded right away. And I would recommend them to anybody because it's a good company and it's a good policy to have.

I had four contractors for the same problem. The last one was kind of gentleman. The one before the last, he did not check and he said, "Oh, we changed it." I said, "Well, check what's the problem.” So, most likely he's old and he cannot find the parts, and they’re gonna change it. And then after that, I didn't hear anything from him. I kept calling him. American Home Shield is waiting to get the estimate from them, and they never got the estimate. After writing so many emails, somebody answered finally. They sent this company who came on September 7th. They ordered the part, but I haven't got it yet. So, the claim is not completed.

As far as the customer service, it's very difficult to get someone. They don't have online services, too. You just gotta call them. I have this 800 number that usually is in Filipino , and the people are very compassionate on the phone but nothing gets done. I had to make a call many times. I even sent the email. I am very upset. I bought the insurance for when I need it. I said, "If it was a water leak, then my house would be destroyed because you're having a chief contractor that is not happy with you guys to come out to do the work." It's really bad. The price I pay to American Home Shield is too much because I'm not getting anything back.

The few times we've used American Home Shield, it's been very simple. My wife does the claims online, and every time we've had something, the response has been quick. Keeping that up is fantastic, but there is something that could be improved most. My wife definitely says, sometimes, getting online and getting stuff is a little cumbersome, but once the claim gets submitted, then it's usually smooth.

We've had a couple of things that we've had to do, some electrical stuff and this appliance one. The warranty is if American Home Shield can't fix it, they replace it, and they are gonna have to edge into that point. That's why we have the insurance. All in all, American Home Shield is a quality company. I highly recommend them, and so far, I have. Things are going to break down, and if someone's got a coverage, this is going to pay for itself.

One guy from A Go said he fixed our dryer and left, then it was bad again. So, they came out again with a different repairman. He said, "Oh, the guy didn't clean the heat sensor thing." He cleaned that, then he said, "Okay. Well, it doesn't appear it's working on a normal cycle. You'll have to use a timed cycle." So, I thought, "Okay. We can deal with that." In doing it with the timed cycle, our dryer again did the same thing, but then two times ago it worked. It's on again, off again, and it's a difficult situation. The problem is when A Go comes out to check it, it might work while they're checking it, but then the next time we try it, it won't. They're supposed to be coming out again, but they have not reached out to us. We've been very busy and I haven't gotten back to them to set up another appointment.

The claim before the AC unit was for a hot water tank that needed to be replaced and it was a bit of an issue. There was lack of communication with the repair company, The Rock Plumbing. They would never call me back or answer my texts, but eventually, they ended up getting the issue fixed. It took longer than it should have, but in the end, I'm happy.

Water condenses in the unit and there's a little drain pipe that brings the water down, and that had plugged off. Once the other gentleman cleared the plug for the air conditioner/furnace, it was all fixed.

I kept calling American Home Shield over and over again because I told them, “I need to talk to somebody other than just one of the representatives on the phone. I need this elevated.” It took a while before I could elevate to get somebody other than the person who answers the phone. After a week or so, I got a phone call from someone who said they were some sort of supervisor. I explained to them what happened and that the guy from One Plumbing was fraudulent, because then she told me that the report that this person turned in was that my water heater was totally rusted and it was leaking from the top. I said, “None of that occurred.” I told her, “He's taking money from you guys. And he's also asking me for another $1,000.” She said, “It says here that you agreed to pay him.” I said, “I never agreed to pay that guy $1,000 out of my own pocket.”

I told the person from American Home Shield, “I paid out of pocket for another company to come and do the air conditioner.” I also told her that the issue was from one of the small pipes that was clogged. The water was backing up and it was overflowing. Once the plug was cleared, I haven't had that problem again. She then said, “We'll see if we can reimburse that 125.” I didn't say anything about that because I didn't wanna deal with it.

The person also said, “We were going to do this payment so you have so much money that you can spend on a water heater if you wanted to replace it.” I said, “I don't need to replace it.” She said, “We'll just leave the money there in case you decide. And then if you do decide, then you need to send us receipts for buying another water heater.” I said, “I'm not gonna buy another water heater. I don't need one.” The whole thing is fixed now.

I've been paying American Home Shield now over $50 a month for a couple of years, and I had to pay out of pocket for the first thing to be fixed. Recently, I put in a second claim, which was for some electric stuff. I went on the computer and made a payment, but unfortunately, American Home Shield declined it. I'm seriously thinking about, “Gosh, do I really wanna continue with this company?” That's expensive for nothing.

We've had American Home Shield for five years and they haven't done anything to me other than raise their price. I'm planning on canceling it because we've been paying it. When we started out, it was only $50 a month, and now, we're up to $90 a month. It's almost doubled in that timeframe, and it really bugs me. We might use the home warranty once a year. It's not worth it for us anymore to keep it.

American Home Shield sent another electrician out. This electrician said the same thing. It's not the breaker, it's the microwave. So that's where we are right now. American Home Shield called me and said that they were gonna send another tech out. So I'm just still waiting on that. But one technician should be able to check exactly what's wrong. Instead, they sent four techs out and everybody's ordering parts. So I can't say what they're doing because a lot of times a month I have my granddaughter there because I couldn't take off work all those times and they were usually coming before I get off work. But they do record for me what they're saying and doing.

The customer support is standard. You call and you wait, and they answer you. I've worked in the Philippines before and they all sound Filipino. One time I said, "How's Manila?" And she said, "Oh, it's great." They're always super sweet and helpful. But they are restricted to their little manual and script there. I had two air conditioning problems, and I'm still dealing with one of them.

When I called American Home Shield, I said, "Hey, I'm having an emergency situation here. What do I do to get help with this?" The rep said, "Well, just a minute, please. Let me look at your case." She told me that the contractor was gonna be out to my house on the 8th. I said, "Well, I know that. I'm telling you, this is the issue I'm having above and beyond our regularly scheduled thing." There was nothing she could do about it. She just stated to me what the original schedule was. So I asked her, "Well, who do I talk to about any of this?" She said, "Well, we're the service support group." It's very irritating to the point where as soon as this current one is done, I'm gonna drop American Home Shield.

American Home Shield should not outsource the call lines. They're very sweet over there, but there's a lot lost in translation. So there's been many times when I've tried to describe the situation and they said, "Yes, we're gonna help you as soon as we can." I told them, "Well, I know you're going to, but when is that gonna be?" They didn't understand my current situation. They didn't understand that I was not calling about the original complaint. I was calling to update them and say, "Hey, I need extra help with this." So they need to bring their call centers back to America. They need to give the consumer the ability to talk to someone beyond their little answering service.

There have been a couple of things where the people came out and fixed it right away. But when our oven went out, it was a four-month process to get the new oven. When the contractor came out, they said, "Well, it's an older oven and the part that's messed up on it, we're not even sure they manufacture anymore. So we're gonna look for it and it may take a couple of weeks." I understood that. They came back and said, "Okay, we found the part." They fixed it but two weeks later, it went out again. They said, "Okay. Well, now, we're gonna go search for another part." That ended up taking four weeks to find. At this point, they said, "Okay, well, we haven't found it on any of our regular websites." They said they needed to search for used or remanufactured parts throughout the world and find it wherever they want. At this point, we were already going three months.

We couldn't get beyond the little local call group. At that time, they had an open Facebook page where anyone could post on it. So we got on there and posted our situation. We got a call from someone here in the States within 30 minutes who said, "We are so sorry. We're just gonna replace your oven outright." They finally bought us a new oven, which we appreciate. American Home Shield's process is not very streamlined in certain cases. So we ended up about four months without an oven and that happened four years ago.

I've got another issue going on with our air conditioner that happened this summer, where it's not just American Home Shield. It's the people that they assigned to help us. They weren't doing a very good job. I tried to get ahold of American Home Shield to say, "Hey, you're kind of our advocate here. Will you please help us deal with these people?" But the only people I got in touch with were the outsourced call center and they said, "Well, yeah. They're on the schedule so they'll be out to see you."

Our AC was worked on by Avid Air before and they fixed it right away. It was a pretty small fix. Now, we're working with a different group for the unit and they're not doing very well with their customer service. We couldn't get in touch with American Home Shield to go to bat for us and say, "Hey, you need to get out there and fix this stuff." So after two and a half months, we've only had half our AC working. It's been real hot this summer here in Southern California. At one point, we had both ACs out so we had no air conditioner, and it was triple digits. We couldn't get ahold of American Home Shield for any extra help to try and get this stuff taken care of.

This summer, when it was 100 degrees over here in Moses Lake, I turned the AC on but it never got to where it needed to be. If I tell the thermostat it needs to be at 70, then it should be at 70. But it never did that. When it was 100 outside, it was almost 90 degrees inside. It was miserable. I was calling American Home Shield saying, “The guy didn't fix it.” They said, “Oh, you need to contact him.” But why is that my responsibility in the first place? When I tried to call him, there was no answer. He was gone. Nobody could get ahold of him, not even American Home Shield. So after a couple of months of arguing with American Home Shield every day, and five days a week giving them a call, they finally agreed to let a different contractor come in and replace it. They were gonna pay for most of it, which was 4,700.

The outside contractor that I chose went on vacation for two weeks. He came back last week and ordered the parts. He was waiting for the parts to come in and in the meantime, American Home Shield emailed me. They said, “Well, we haven't heard from you or the contractor. We're just gonna close this out.” I said, “He didn't do it. I told you guys he's on vacation. He told you guys he was going on vacation.” American Home Shield does nothing but lie and make things absolutely miserable. I have been so stressed out. Summer is almost over and my air conditioner is still not fixed.

I'm going out of my mind with American Home Shield. I had to keep the contract going. It renewed in August because if I didn't, then I wouldn't get a new air conditioner. I’m really disappointed in them because when I first got American Home Shield years ago, they were good. They replaced the washer and dryer. I have a well outside. So there's a tank and a well pump out there. They replaced that. They also did a couple of drain cleans in the septic. For the most part, they've been good, except for the air conditioner.

To submit a claim online is easy. It’s just getting a contractor assigned and a contractor to actually stick around. I've been through four air conditioning contractors and three of them refused to do any business with American Home Shield after dealing with what they've had to deal with here. It's really difficult to get answers from them. Their call center is in India and I can't understand what anybody says. I asked to speak to a manager and they always tell me there's never a manager available every time, which I know that that's not true. They say, “Well, we'll get a manager to call you back.” But the manager never calls you back. So I'm disappointed. With the amount of money I've been giving them since 2017, they need to do better.

I went ahead and replaced the thermostat. Then they said the module had gone bad. They didn't check that before they installed it. They came back out with a motor and module assembly as one unit. They did that because the fan blower had been running on for so long. There was no way to turn it off without turning the breaker and my entire air conditioning off. However, the motor assembly was not the right size. They came back out yesterday and attempted to install the right size but it did not work. They installed a different motor and module assembly. They said it was a larger one. They ran it through some different tests and said it shouldn't be an issue. The unit's been running fine ever since. It took a month but everything turns on and off like it should be.

I had American Home Shield since 2013. I had let it lapse at one point then I came back to it. I have had issues though. There have been a couple times where I've almost cancelled. But whenever I can get to a stateside person, I've had no issues. I've kept the policy for large costly repairs. This year, I had a pressure release valve that they replaced. That probably would have been 1,000 bucks. But I had a different air conditioning issue a couple of years ago that they had to keep coming out to be able to troubleshoot. That went out for six weeks until I figured out the components that needed to be replaced.

It's hit or miss depending on what I'm claiming it for. There are a lot of things I still do out of pocket that I don't claim because I know the hassle and the response time will be. I had an electrical issue that I claimed that American Home Shield and the providers were never able to solve. When I went out of network and paid somebody, it took them an hour and a half to solve. From American Home Shield and the suppliers in the San Antonio area for the electricians that they dispatched, I was thoroughly unimpressed.

American Home Shield didn't have anything that I wanted to replace for the refrigerator. All the ones that they had were smaller. So, they allowed me to go and get one on my own. They sent me an e-card for a particular amount. I found one within their guideline. They have done what they said they would do. I have been asking friends to look into getting the plan with them. I belong to a large church and I'm one of the mothers of the church. All of us have our own homes and living alone. I tell them, “Get American Home Shield. They do what they say they're gonna do.” That is what I tell my friends and colleagues, that they honor their word. I just hope my policy doesn't go up anymore. I've been cutting things back because of finances.

This time, I had an issue and I opened another service request. AHS sent somebody and they gave me a paper saying the evaporator line needed to be replaced. After they contacted AHS, they sent me other details but that didn't include the evaporator coil, which would cost a little over $3,500. I would have to pay from my pocket and AHS would pay only 120 for the Freon. They should cover the failed evaporator coil, but they would not be paying for that. So, I hired another contractor. They purchased the evaporator coil and fixed the issue and I paid 1,950 from my pocket. I called American Home Shield several times and they offered me $278 for this repair work. But that is nothing. I do not agree with that.

After a couple of days, after my system was fixed by the contractor, using my money, I called American Home Shield and canceled my warranty service with them. So, I am gathering all the information to send the initial letter about all that happened in these past five years. From there, I will go to the next step if they do not resolve my issue by paying back whatever I paid to them. I have had an unpleasant experience with American Home Shield. They have to cover the failed part but did not cover it. So, all they do is collect the money from the user and cheat them. Whoever is trying to get a warranty should try to look for another company and research that one and look up the feedback on the internet.

When they gave their results of what they thought it was, I told my husband I didn't trust them because all they did was talking about getting two new units and being that careless of leaving parts out and screws on the ground and look out on the floor upstairs. We spoke to someone else that we had dealt with before we had AHS. They came out and tested everything, and all it needed was refrigerant. We paid for that out of our pocket, and told AHS. They got a thing where we can receive the money to take care of it. We paid for it, but we told them we would send them the money back because it wasn't what that company said it was. It came up to $1,600. But it was just refrigerant. That was in April of this year. I told them we could send them their money back, and they said no, because it might go out again. It's still running.

I told AHS to never send those people back out here again because they didn't do a good job. They were getting money out of both of us where it shouldn't have been, because if they did what they have done, they would have found out it was the refrigerant that was low. It was so confusing with that other company that I was so upset because it didn't make any sense what they were talking about.

For this claim, because it was a larger order and more expensive, it was a lot more difficult than when we used American Home Shield for the dishwasher. There were a lot of stuff that they weren't telling me. The whole process in the end was confusing. There was a lot of, "We can't tell you anything. You need to talk to the technician." Then the technician would say, "We can't tell you anything. American Home Shield has it." They were giving me the runaround and I didn't appreciate that.

I had two separate situations. One with a pool equipment and one with my air conditioning unit. I have two air conditioning units combined with furnaces located inside the house with compressors on the outside of the house. They're both the same age. I purchased both systems a number of years ago. One system started to fail and I was told that there was a problem with the compressor and they would replace the compressor, except that it would cost me another $600. In addition, they would provide a unit that did not fit or was not designed to be accommodated by the product. It's the original product. That was where the $600 came in. It was for modifications to make it work, which to me seemed absurd. Especially for something that was not originally trying to provide something that did not work and was not originally designed for the system.

The vendor went ahead and acquired that compressor. When I told the vendor that I would not accept it, he tried to charge me for it. There was all of this nonsense about a restocking fee. My position was, "I never said go ahead with this. You have no authorization." But it turned into a major megillah and it ended up taking me two months to resolve it. It caused me to have to evaluate the two separate systems that I have in the house because they are of the same age. I determined that I needed to do some research and see based on the age what the life expectancy was and what it would cost to replace one or both of them. In the process of doing that, I ended up spending another $23,000 to replace the two systems. None of which was covered by American Home Shield. That gave me the first platform on which I began to think that AHS was not a company that I wanted continue doing business with.

The second situation has to do with the pool. I have the additional coverage for the outside above-ground equipment associated with the pool. I have what are called pop-up cleaners. They are controlled by a valve mechanism that is above ground and sits right next to the pump and the heater. It was determined by the vendor that this mechanism needed to be replaced. And the next phrase was, "But it's not covered." I said, "But it's above ground." He said, "It doesn't matter."

We went round and round on the issue of why it would be excluded. The only explanation in the end that I could determine was it was an arbitrary decision on the part of AHS. Because it logically does not make any sense that it sits like the other pieces of equipment, it sits above ground, and it is easily accessible. That ended up costing me another $400 to do that.

In the last renewal, AHS increased the co-pay for any kind of vendor service. It became more irritating. I determined after that second experience that I would not renew the contract. I knew it was coming up in September. I found another firm and entered into a contract with them so there would be at least a month overlap. I called yesterday thinking that I'd better get this thing canceled. Being 80 years old and having a number of other balls in the air, it did not come back to my mind that there was an automatic renewal provision. I called to say, "I saw a charge on my credit card and what's that for?" "That's for the month of September." I said, "But we expire on the 4th of September." The rep said, "It automatically renewed." I said, "I don't want it." That resulted in a half hour and two different people going round and round trying to save the contract.

I kept telling the individual who I was trying to facilitate the cancellation of the contract, "I wanna cancel." He kept coming back with, "What if I offer? What if, what if, what if, then what if some more." In exasperation, I started screaming at him because he wouldn't shut up and would not give up on his attempt to convince me that I would not cancel the contract. A half hour into that exercise, he transferred me to the cancellation department, and I started the same process all over again. Another 15 minutes until I finally got the contract canceled. So, the combination of increase in price, reduction in coverage, and an unpredictable kind of determination that is allowed for the vendor who obviously has a financial stake in upping the cost, combined to tell me, "This isn't a company I wanna continue doing business with."

Having American Home Shield, I like knowing that I'm capped on the cost a little. If I need a plumber, I know it's only gonna cost me that copay. I'm not subjected to a plumber's $150 an hour rate if I call somebody randomly. However, I have to deal with the people they select and not who I wanna deal with. I had a negative experience with one of their plumbers a few years back. Also, I had been paying $55 a month but now I'm paying near $90. This rising cost is annoying. But everything is going up these days so that's part of it.

I was stressed about it but they took care of it. The first replacement unit was damaged but they got on that and took care of it quickly as well. We've enjoyed the new dishwasher. We've had it for a little bit now, and we haven't had any issues with it. We had another claim for a leaky toilet, and that was fixed quickly as well. But this was even faster and easier than that one was.

We've had American Home Shield for quite a while. Our best friends had it, and they said it was a great service. They had an issue with their microwave and they said it was resolved easily. The convenience of the service is the best. You can either call to put in a claim or do it online if you don't have time to be on the phone at that time. They stay on top of the contractors. This time, it was nice that the contractors that came out were talking about what a great company American Home Shield is. That was encouraging to hear. You pay this amount monthly and you almost never use the services. There were frequent times when we were thinking about cancelling it. Then this popped up and it was a good thing we didn't. For them to say that it's great working with American Home Shield is even more confirmation that we should stay.

The people that I spoke to were great. I've sometimes had to deal with people at the company, the receptionist at a plumbing company or electrical company where you can tell that they're super busy and they have no time for you. But this company was fabulous. We also had an issue with our oven and we got a full replacement oven at no cost. It was the same with our cooktop stove that we had to replace not too long ago. The only thing is that we're not in love with our dishwasher, but it's because we were being too cheap. We could have paid some money and got a better one.

The contractors don't seem to be qualified. They came out to put my washing machine in last Friday and they didn't put it in simply because there was something in the way of the washing machine that they needed to replace. They are supposed to come again tomorrow to replace the washing machine and I'm waiting to see what happens with that.

The guy snaked the toilet and then went into the kitchen and worked on the kitchen faucet. He didn't do a thing about it and told me I needed to soak it in some vinegar and left. My toilet plugged up again and I just hired the local person to come in and do it so that I could get it done and paid out of my pocket. I had another problem so I went online and American Home Shield tried to assign me that same guy out of Tucson. I told them not to and they said they would cancel that. I went back online and they assigned that person the second time. I finally got on and persevered until I could talk to a person and told them not to ever send those people to me again. AHS sent my local guy and he fixed my toilet.

I've been a member of AHS for years and they’ve taken care of me. I've always been happy with them until this one last time. This guy is the only person I didn't like or didn't do his job. It cost me $200 because AHS kept wanting to send him here. Another problem came up again with the toilet but it was a different one. There was a problem within the tank. I called AHS and got my local person. He fixed it and it was fine.

I'm old, so I like to be able to talk to a person. I realize why AHS has everything automated but they could make it a little easier to have access. If there is a problem after you go through the whole process and you could punch in a number and speak to a representative, that would make it a lot better. But younger people probably don't feel the same way as I do. There's something offered in the automated thing that if you haven't solved it, you can go all the way through. Sometimes it goes through very easily. But you need to be able to get to a person if you have a problem more easily.

The last appliance I had a claim on was the dishwasher and the person who came out didn't accept what I said about it. He said he had to look at it. But instead of checking what code was flashing, he cleared all the codes and said mine doesn't keep it in memory. And it's supposed to. So, he had to go back. It would have been a quick fix. Instead, he had to go through and check everything. When I asked him questions, he would start answering, stop in the middle of a sentence, call his boss and start speaking another language. I can understand that but when he came back, he didn't finish answering the question. So, it was frustrating. I had looked up the code, and it would have been an easy fix for me, except I didn't have the right tools. It was for the access panel and I had to call American Home Shield for it.

What causes that code is either a leak, but no leak was found, or excess bubbles. I hadn't realized that one of the boys put dish soap in the cup. So when I put the cup in the dishwasher, when it stopped working, I opened it and there were a lot of bubbles in there. So that's probably what it was. The person said it couldn't be that even though on the manufacturer's website, it says that's one of the things that can cause it.

We usually try for energy-efficient or Energy Star appliances and the ones we've gotten when we requested them were not. Our energy costs have gone up because AHS is replacing Energy Star ones. If the website where we're supposed to pick our replacement appliances from says they're Energy Star, they should be Energy Star. Another thing is, for some reason, the online service tells me my account has expired even when I had just paid it. And I pay it two months in advance of when it's due. Paying two months early makes it three months before it expires. So, I don't do it online, I call. When I do, I have to enter my contract number and/or my address at least three to five times before it would connect me. If AHS could improve its automated system, that would be a great assist. I have told their service people this. So hopefully, it's getting to AHS. Most of our experience has been very good with them.

Now, I've replaced the screw. There's just one screw that holds the knob that sits over the cartridge. But I don't think that the handle is right for it because I can't control my water in my shower. I just have one knob and had to put it in the middle, and that makes it warm. If you go to the left, it's hot. If you go to the right, it's cold. I can't control whether I have hot water or cold water because if I move it, I don't have the slight movement. It either goes all the way to the left or all the way to right so I'm not even using that shower now. It's very frustrating. They should have replaced the old handle if the two don't match because it's a new part. I've left American Home Shield a message and I'm waiting for a response. It's been five days.

I had an issue with my faucet out front. It was leaking. I was disappointed because I was gonna do that first, I was not gonna do my bathroom shower. The guy came out, looked at my faucet out front and said it just needed to be tightened up. I asked, "Can I use this call now to address my faucet issue?” They said no. I paid $137 to have the gentleman tighten the faucet 15 seconds. When I had an electrical issue, and the repair person they sent out was fabulous. He knew what the problem was. He diagnosed it in a heartbeat and had it repaired in 30 minutes. I had another company come out, but the guy that they sent out was clueless. But I would still recommend American Home Shield. I also used them for a service call on my stove that had an electronic issue, and they ended up replacing my stove. But there's so much money that they'll spend on repairs before they replace.

There are only two pipes - the water pipe that goes in and a pipe that goes out of the hot water heater. American Home Shield said they could pay $250 and I'd pay $750. But it shouldn't cost $1000 to get this done. All they have to do was cut the pipes, put a splitter line in it, and replace it. I had a neighbor who had replaced four water heaters and showed me how to do it. I got the new water heater, cut the line in the center, replaced the water heater and put a gap in between and clamped it on the end. What it cost me to do it on my own and the tool to do it was $40.

American Home Shield is a good warranty to have. I recommended that to my son and my sister-in-law. There are several plans and I got the premium plan. The reason why I got that one is when your air conditioner goes bad, it costs $100 a pound to put freon in. But the problem that I have with American Home Shield is most of the companies they go to are small businesses. The two companies that I've used with American Home Shield, DrainGo and another company that did my air conditioner, were trying to sell me more than what I needed. DrainGo came out twice. The first time they came out, I told them my pipes were rusty. They said there was nothing broken. It's just galvanized pipes.

According to American Home Shield, since it wasn't broken, they couldn't repair it. But I could pay for it on my own and give them $600 to do it. Brown water was coming out of my pipes but American Home Shield said they couldn't do it. I gotta get rid of these rusty pipes and it wasn't the whole pipe. It was a connection that connects the pipe. It was the elbow when it makes a turn straight up the wall. DrainGo replaced six of them and charged me $600 for it. So when my water heater went out, I told American Homes Shield I should not have to do it because what was wrong was my water heater was bad. I had already paid DrainGo $600 to do that, and I was not gonna pay them another $1,000 on top of that. This was a three-week period difference.

The technicians aren't the highest quality as well. They don't seem to be as on the ball as much as they should. I had a refrigerator that had an ice maker that had to be repaired, and the guy only took 15 minutes to repair it. Unfortunately, he didn't realize that the reason it was messing up was because the hose that feeds the water was pushed in too far and it was spraying, and it caused it to lock up. So, I had to threaten American Home Shield with canceling in order to get them to come out and do something about it. They did, ultimately. They even reduced the price that I'm paying to try to keep me on as a customer, which was nice, but it's a shame I had to do that.

It had been a couple of months, and I know American Home Shield's deal is that it has to be done within 30 days in order to not have another service call. Still, I told the guy when I called that my wife has been in and out of the hospital several times. I'm her total caregiver, and I didn't have time. I just put up with the issue for three months, until finally she got a little better to where I could spend some time to call them. I got a resolution, but only by threatening them.

We started the claim on June 6th and on the 16th, the technician came and assessed the fault. He knew the part that he would need to order and he said we could expect to hear from the office in a day or two. I waited until the end of the week and called American Home Shield to get an update because nothing was reflected on the website. They said they still didn't have the evaluation of the repair. So, I called the contractor on Friday and they said that the repair estimate had been sent to American Home Shield.

When I called American Home Shield back, they had closed for the weekend. When I got ahold of them, finally, on the 23rd, which was a week away from when the evaluation was made, they said they got the evaluation and it had been conditionally approved. But I haven't received any communication. I asked what conditionally approved meant and they said they've decided what they would repair versus what we would have to pay for. And they said because the compressor fluid costs $100 a pound but they only allow $10 a pound and they need three pounds, I had to approve a $270 charge.

Then they said I had to approve modifications for the repair. I asked what modifications and their reps said that that was just what the submitting company said. They said they didn't know what they were. I then asked if I didn't approve those modification, would the repair go forward. They said nothing would happen until I approve that. So, I told them that I'd approve that conditionally, but I wanted to talk to them and find out what I was approving and if modifications are needed. So, I talked to the local people and they said they'd have to see that and that they may need to make modifications. Then, I waited for four days and I still didn't hear anything again. After that, I called and they said they were waiting for the part because AHS would be sending it to them. So, I called American Home Shield again and they said the shop was ordering the part. So I called the shop back and they insisted that American Home Shield was ordering the part.

I spent two weeks going back and forth between American Home Shield and the local people before finally getting to the point where a part was ordered. It turned out that the claim was frozen because the customer service people didn't forward the approval for my cost component to the approval people in order to send it to the parts people to get the parts sent. So, when you put it all together, I was without my air conditioning for six weeks during the peak of the summer and none of the communication was initiated on their part. When I counted them up, I had made six calls to American Home Shield and 16 to the local repair people who were handling it.

Then, when they did the repair, they pulled the compressor out and they installed the new compressor. The compressor is a soldered in component. They cut the pipe and they reattached it. So, nothing needed to be modified. It was just the same part that was pulled out, put in, and installed. But they still charged me $285 for modifications. When I called to talk to the local people about modifications, they said they always charge a modification fee to put in the compressor. But American Home Shield told me that they covered the installation.

The contractor then said that I'd have to take that up with American Home Shield. So, I got ahold of American Home Shield and they said that installing the part was not part of the installation, it was a modification. I told them that I didn't think that was right because the techs were taking one part out and putting the exact same part in with no changes required. But they said they wouldn't pay it. So then they elevated it and the rep I talked to gave me some contract paragraphs for reference.

I asked to talk to a manager and it took two days for the manager to get back to me. She said she understood that I was unhappy with the repair. I told her my problem was that a part was replaced and I'm getting charged $285 to install the part when installation was supposed to be covered. She agreed that installation was covered but what was done to my unit was a modification. I told her that there was no modification since they just removed one part and installed the other part. She then said that the contractors always charge a modification to install the part. But I said that would make it a part of the installation.

I also read the portion of the contract that she told me allows them to refuse to pay that fee and it clearly did not apply. It said any modifications that are necessary to be made to our premises in order to facilitate the repair would be at our expense. I understand that if they have to re-run a pipe or if they have to do something on my end to make the repair fit. Or if they couldn't get the same part and they had to make a modification for the new part to fit. But none of those things were required in my situation. She then said that we were going around in circles, and she hung up on me. I was going to ask her if there was an appeal process or what the next step would be. And the next step when they hang up on you, I assume, would be binding arbitration. But for the $285, it's not worth binding arbitration, especially when they're the ones that pay the arbitrator. I also don't want to get my policy canceled.

Other than this claim, AHS has been pretty good about assigning somebody to my other claims. But the response typically is slower than I would expect if I call the local repairman and I don't know if that's because they over-contract the people that they start with or that's how busy the local people are. Usually, it's reasonable until you get to the point where it looks like they might have to replace the product.

We had one washing machine claim where the techs came out seven times. The first guy came out three times, then AHS said they would be sending somebody else out. So, they reassigned it and the second guy had to come out three times to confirm what the first guy said. Then the seventh trip was when he actually fixed it. The techs were changing different parts and trying to fix it, when the first guy had recommended they scrap the machine on his first visit. So, AHS ended up replacing the machine, but not until they've sent the techs out for seven times.

When I talked to the service guy, he said they get a flat fee from American Home Shield, so he didn't want to come back anymore. But every time they would send him a part and tell him to try it, he would have to make a trip out and he told me that he didn't get paid for anything except the initial trip. Maybe that's why the contractors are slow. Also, after my calls to AHS, they sent me a survey asking about my experience and I gave them one star. I also gave one star for the technician mostly because of the lack of communication. But even after giving them a 1 star and putting a small description of what my complaints were, I expected somebody to call up and follow up, but I got nothing.

But in the end, AHS would always come through if they have to and they've come through a couple of times. But part of that relationship upfront is that they know that with what they're paying these people, they don't want to make return trips. So, they're more likely to tell us to tear the whole unit out and replace it, so that they have to come back once to fix it. Whereas, on the other side, they want it fixed with the right part early on. And so, you have that initial conflict where the contractor doesn't want to waste a lot of his time troubleshooting it and the other side doesn't want to scrap it until they have to.

About three years ago, someone in my office was talking about their air conditioning that broke, and they called American Home Shield and they were great. So I gave them a try, and every time I have needed something, it was within a day or two, I had service, and the issue was solved. They came in the beginning of the summer too. My air conditioner was blowing hot air and I needed Freon. They came to put the Freon in, and that same day, it was up and running. I tell everybody about American Home Shield, and I would recommend them to anybody.

Somehow, the appliance repair company miraculously found and had the part, and the technician was at our house in a couple days fixing our refrigerator. The claim took three weeks. Typically, the length of time to get something fixed is a lot shorter, but that's largely dependent on the repair company that American Home Shield reaches out to. Besides that, my experience with American Home Shield has been easy.

American Home Shield turned me down on some ducting work that I had to pay out of pocket. That was 500 to get under there and re-attach some ductwork to the furnace. American Home Shield said they didn't cover that. I was disappointed because it did say ductwork on my contract. When I went to cancel, American Home Shield offered to take back the $100 that the tech charged me to come out and say it wasn't his problem. But he didn't touch anything and he didn't give me a referral, so they felt bad enough to wanna reimburse me if I signed back up. But I told them that I've already made up my mind. Overall, everyone's done what I thought they should do and most part, I love the contractors they've sent to me, so it's not bad. It's just one incident, and then the fact that I am paying $70 a month. I can save enough in six months to buy myself a new whatever.

With American Home Shield, I like the peace of mind that if equipment breaks, they'll cover it. But my biggest complaint is that they usually hire very cheap, poor contractors. They get the cheapest contractors who I found a lot of times were not very reliable and not good and often require follow-up visits. In fact, I've gotten to the point where I have a list of the contractors and if they assign one of those, I call up and ask them to change them.

The other thing I'm very dissatisfied with is when I call American Home Shield, I usually get someone who I have a very hard time understanding. They also seem to have a hard time understanding me and are not very responsive or don't seem to be motivated. They definitely are following a script from AHS just to say no to everything they can and are not really customer-oriented. So, that's also another frustrating point.

They came because it went out again. They said they would not charge me because it was the same service, the 125. But they came out and fixed it again. After that, somebody else was called and came out to my house and I said, "No. The problem has been resolved. It's working fine now." A third person came out and I explained to him, "No. I don't have another order in. They may have been mistaken. They came out and they resolved the problem." I don't know why there was another person who came out. I don't know if the signals were crossed. But they didn't even come into my house because I wasn't home. I didn't expect them to be there. They called me and said, "We're outside." But that problem has been resolved.

I don't know what's going on with that. I've been waiting for the refund. I would pay that because I keep getting a statement saying I owed 125. So, I don't know what the deal is. I had called before. I said, "I keep getting a thing that says I owe 125." The lady I talked to through customer service said, "No. We're refunding you the money back." I said, "Okay. And I'm gonna use that money that I refund back to pay for this service then. Can't you instead of refunding me just put it towards the bill?" She said, "No. We have to refund it to you." But nothing has happened. I don't wanna have a bill out there that collects interest. I don't know if it does. This whole situation was crazy.

There are things that American Home Shield doesn't cover that they claim they have to do that I end up paying for and that's real frustrating. If they can't make money on what you're doing with them, then they don't need to be making money by charging me more. The other thing was a compressor replacement and American Home Shield paid for the compressor, but they had to put in some additional things, or at least they claim they did, that weren't covered. So to me, there was a disconnect that cost me money. That was frustrating.

Submitting a claim was pretty straightforward, except online, it didn't have HVAC system. There were fewer options than usual. It wants you to identify what you're calling about, and so I went to the air conditioning, and there were only three options. So I ended up calling it in instead of doing it online. That was kind of irritating. The contractor came out and checked it out. But they couldn't find anything wrong with it, and that was it.

American Home Shield sent people out for the refrigerator that weren't qualified to do the work. They went out there, looked at it and said, "We don't do that." That happened twice. A year before last, we had a washing machine that went out. We were without a washing machine for six months. It's just not clear what the guidelines are. This last time, we bought a stove and American Home Shield wouldn't even entertain trying to help us get somebody to install it and do it right. So we had to buy one and make a deal with American Home Shield. We take the money to go buy one and then hire somebody to put it in and take the old one off. It's just inconsistencies.

We've got a company out of Oneonta, which is close to us. They've come out and done several things and they've been fantastic. All the contractors have been fantastic. But everybody else is incompetent. I don't know how American Home Shield chooses their people. They don't let me have a say-so in it. So I'm just not gonna participate anymore. I'm gonna be 68 on my birthday and I don't hear as well as I used to.

It's next to impossible to get somebody on the phone that you can understand and half the stuff on the computer doesn't give me the option I need. So I have to call somebody, and I get somebody in a foreign country. They got a canned speech and no matter what you say, that's all they know what to do. If I hear, "No worries," one more time, I'll throw up. I wind up getting put off and put to another call. Then they put me on hold while they contacted somebody else. This happened about five times in the past few years. When they put me off, I wind up getting cut off and have to go through the same process over and over again.

The good thing about American Home Shield was that they offered a second opinion. I liked that The second guys came out and said, “Well, we don't know, but it cannot be a power surge because the board would be completely fried if it was a power surge and it wouldn't work at all.” They said it was likely the switch. They were able to solve the problem. I am happy to recommend American Home Shield.

The nice thing is I've had claims where American Home Shield couldn't get the part, and they had to come back out, and I didn't get charged anything else for it. Everything was still covered on the deductible on the original case. I had a claim that was related to the same issue, but it was three months apart, and American Home Shield said, “We're still gonna count it towards that first deductible. You won't owe another one.” This is super helpful, and they were really good about it.

The people in the chat and the phone could only say or do so much, and I understand that. I don't blame them at all for that. But I was hoping that in expressing my frustration to anybody that it was passed on to the people that might be able to do something about it. In one of my chats, I told them, "These people have a 2-star rating and they don't have good reviews." One of the individuals on the chat turned around and told me that they do not consider reviews from any vendors or any outside people. This was a customer that was telling them and they just brushed me off. At the end, it worked out okay. They couldn't fix it, so I got a new refrigerator, which was fine.

Initially, the contractor for my refrigerator was Sears because it was a Kenmore. I said, "Great." Sears is a great outfit. They gave me a commitment on the 19th of the month. So then I said, "Good. That's only two days away. I can handle that." Then Sears sent me an email telling me that they have pushed out that date to come out here to the 21st. I said, "I can't have that. I need to get you guys out here." They said, "Well, we'll see what we can do." They sent me another email telling me that it had now been pushed out to the 26th, and I said, "I'm not gonna do that. I'm not gonna do that."

I called American Home Shield, and then that was when they assigned the FAS. It took five days for the initial repair technician to come out. I don't know what they all consider an emergency, but I would think in the middle of summer, your air conditioner, refrigerator, or freezer is an emergency. The response time would be my only complaint on that. I also wish American Home Shield would listen to me when I tell them I don't wanna work with the contractor. But that's where we're at right now.

Overall, American Home Shield has been good to me. They worked on the claims. Some of them took longer than others because of the contractor they assigned. But once it was all resolved, everything was good. It's just this monthly thing that went up from 83 to 95. That's $12 a month. If American Home Shield is gonna be increasing my monthly fee every year, then I'm not gonna deal with them anymore. My wife and I are both on Social Security and we're on a budget. When this happened, I mentioned it to her, and she told me, "You need to start looking at other companies." There's one company that's quoting me right now that's one-third of what American Home Shield is charging me for the month.

I called AHS and they told me they talked to the contractor and that they would come out that day. They would reach out to me about the time. I said, "Okay. No problem." When I got off the phone, I looked at my phone and it said a missed call. They let the call go through enough so to say a missed call because my phone never clicked. I immediately called back and a girl said, "My manager is gonna call. He's on the phone right now. He's gonna call you right back." Never got a call back. I had to keep calling them back.

I called AHS back and they told me that they got in touch with them again and they said that they were trying to contact me, but I didn't answer the phone. I said, "They called, but I promise you. My phone never rang. They did it where it would ring and hung up." My theory was correct. I called them back. The manager answered, "Hello. Is this Miss **?" I said, "Yes. Listen, I need y'all to come out." He was said, "We tried to call. The guy who was in the area, he's already gone for the day." I said, "You never called me as far as the phone rang for me to answer it. I know what you did." He said, "I texted you, too." I said, "What number did you text? I don't have any text message on my phone." He called out a different number.

I said, "Where did you get that number from?" "AHS gave me that number. Then they gave me the right number." I said, "AHS could have never given you the wrong number. I've had this policy with them for a couple of years. I have never changed the numbers. Only two numbers that will be on that account, my number and my husband's phone number." So, she lied about that. It all came to fruition.

The tech came out that morning. I said, "I was looking for you to come yesterday. It was hot in here. My parent was hot." He said, "I'm so sorry. I wouldn't have made it yesterday anyway. They had me in Lafayette till 7:00 PM. And I'm the only senior tech." I called AHS back and told them what happened. I said, "Believe your client. I have no reason to lie about anything and how it happened, especially if I'm trying to get my air fixed." Why didn't he leave a voicemail message? He changed the capacitor. The ac is cold as hell. But these contractors that AHS has, especially these AC people, are full of it.

I had another one because I got another house in New Orleans east, and it has always been a problem with the AC techs. They have never even fixed my problem in the east. One tech didn't do anything. He said the unit needed to be cleaned before he could do anything to it. I said, "What do you mean? The unit was just cleaned three months ago." He said, "If it's been cleaned three months ago, we don't have to do it." I said, "Okay." Then he came back, "Well, no. It needs to be clean and it's gonna be $150 and AHS doesn't cover that." So, he never fixed it.

Aside from that, the rates just keep going up. I paid 85 the first year, then it went up to 108. And now, it went to 124 just to have the service. So, that's $48 more than I was paying and that's just to keep sending somebody. But the headaches were horrible and I was not getting the service that I needed. You can't give me crappy service and raise my premiums. Also, I like to call when I have a claim and make sure that they understand. However, the last time, it was an automated call and that was horrible. And when I get to speak to their reps, their attitudes are good, but their knowledge is basically what's on the screen in front of them. They don't really know any more to say other than that is what they have. And they don't really elevate unless you request them to elevate your concern.

I'm done with this. I am so upset right now, because I've never had an experience like this from AHS. They have always had somebody here. If they couldn't fix it, they got me a new one. When my air conditioner went out, AHS had somebody here the next day and fixed. But Sears told me that AHS gives them 21 days to find the part. It doesn't take 21 days to find the part. If they can't find the parts, they need to do stuff with my stove. AHS should never send Sears here again to repair anything for me. I see why Sears went out of business in this town. Because they don't tend to make their customers happy. I can't wait until October 3rd to get a stove. I need to cook now. I wanna know what AHS is gonna do about this. They need to do something immediately. I want somebody from AHS to call me and tell me they better get this resolved.

I saw when the tech removed the motor out from the box that it came in and he broke the wire. That is what caused the delay. When the part got here, I was scheduled for them to come to install it, but instead they canceled the appointment, told me that the technician had a family emergency. So, they rescheduled it again. When they finally came, they sent a different technician, a much older man. He installed it, but he never installed the kick plate. He never put the screws back in place to keep it mounted to the cabinet that it was mounted to. And it leaked. I wound up calling AHS after four visits. Ramb’s came to my house four times, said they completed the job. We used the machine and that night it leaked.

I called AHS back. They sent Ramb’s to come over just to tighten it up, put the kick plate back, and put the screws back in. But when he came here, I chose to record because they had already been here three times. Here's the fourth time. They had already lied to AHS that the wrong part was ordered, but in reality, the right part was ordered. He never took the unit out. He has to take the unit out, flip it sideways so he can tighten the hose from underneath, that's where he installed the motor. He never wanted to do that. He hand-tightened it and wanted to leave. You could see in the video that I recorded. You could hear me asking him, "How come you're not tightening that with a wrench? You can't tighten that with your fingers." It would not gonna do any good.

He refused. He didn't put fresh Teflon tape on it and put that fitting on. He just tried to hand-tighten with two fingers that fit underneath the machine because not even his whole hand fit under there. And he tried to tighten the machine. He said, "It's tightened and that's it. I don't see any leaks." "No. That's not how that works. I know that it's gonna leak again.” I insisted that he do the job correctly. He refused. He gathered his equipment and would leave. I've been recording him and calling Ramb’s at the same time telling them, "He's here, but he refuses to tighten the hose and he's leaving. He doesn't wanna do the job." He left. They said, "We'll talk to him when he gets back."

The next thing I knew AHS assigned Mr. Repair A/C. They came and found that the hose needed tightening. It also needed to be balanced. It was off-balanced from when the RAmb's tech installed the motor. He never rebalanced the unit and never put the kick plate back nor did he put the screws back in. Mr. Repair A/C is walked in saying, "Where's the screws for this? So, I can put it back. And where's the screws for your kick plate?" I didn't have any of that. I didn't have that to begin with because I wasn't the one who assembled the unit. That was Ramb’s. Ramb’s lied to AHS, "We don't have any brackets. It never came with brackets. And the screws, he had it in a bowl.” I don't know what bowl he was talking about. I never had the screws. I never touched the screws or the bracket. The only thing I have is the kick plate that is still on the floor. And I'm waiting so that my unit is repaired.

Mr. Repair A/C is going back to AHS saying, "The brackets are missing." AHS has a policy where, "If there's missing parts, we don't deal with missing parts." But the parts were not missing to begin with. If they were missing, wouldn't have Ramb’s told AHS, "This thing is missing parts”? They ordered a bunch of stuff. Why didn't they say, "He needs brackets and he needs screws for his kick plates"? Ramb's didn't tell AHS that because that stuff was already there. AHS kept sending me to an escalation desk, where for some reason, they were not able to comprehend this. I had some supervisor on the phone yesterday and I had Mr. Repair A/C on the phone. I tried to get Ramb’s on the phone too, but they didn't wanna talk to us. But Mr. Repair A/C spoke to both me and AHS.

I wound up giving Mr. Repair A/C a bad review because I got an email from AHS that said, "Mr. Repair A/C has closed this claim out saying that the work is complete. Please rate their service.” So, I told the truth. They called me back, "Why did you just give us a bad rating? We're waiting to get an approval so we can go and help you. Why would you do that to us?" I said, “According to this email, you told American Home Shield that you completed the job and you want a rating. So, here it is. I'm telling the truth. You guys never came back to repair nothing.” And they wanted to make sure that they got paid at the same time because they clearly stated they didn't wanna touch anything. They said, "We just wanna make sure that we're getting paid for whatever we do there. And we're just waiting on American Shield." It's horrible.

We're about to pay for another 12-month contract. AHS is getting ready to take this off of auto pay, but we haven't even resolved a claim from the last 12 months. So, I'm baffled. I'm stuck thinking, "Wait. What happened here?" We told them we had a video. "We'll send it to you guys." Everybody said, "No." And we were, "We're trying to prove to you guys what happened." They kept saying something about, "We're waiting on the field technician's report." I said, "Why don't you just have the field technician come to my house? And they could take pictures. They could look at this video. They could see exactly what was done.”

I would like to know what's gonna happen. I've been waiting for over two and a half weeks just for a manager to call me back. An actual manager, not someone from an escalation desk or someone who is contracted by AHS. I'd rather speak to an actual employee of AHS. I do business in this country. I pay taxes in this country. And I know there's a process that both AHS and me as a customer has to follow. I'm just asking AHS to respect that process, that when I escalate a call, to let me speak to somebody in the company. Because it's bad when you transfer the call or the person that is returning the call is a vendor. And you could tell they're vendors. You can tell they're not from here.

This is about talking to a company that has the authorizations and the authority to make things happen for their customers, whereas their vendors do not have that same leverage. I'm only asking to deal with the actual company that has my personal information, who contracts third parties to come to my home, where my wife and my children are, that's my treasure. On top of that, I am making business. I'm doing clean business, making on-time payments with AHS' auto pay process. That way, when I have a discrepancy with an appliance that AHS is able to help me within the contract terms, not that I have to keep waiting.

I understand that AHS has to investigate and take statements from the vendors. But for their vendors, the ones that have been calling me back, posing his managers to tell me, "This is the statement from Ramb’s or from Mr. Repair A/C or the contractor that we're sending to you,” and telling me what they're commenting. That is a lie. I almost feel as if I have to prove myself where I shouldn't have to. The whole thing is very uncomfortable. If they don't trust and believe in me, why are we doing business? It's the same. The shoe is now on the other foot and now I have to weigh in on how much I trust AHS to take care of my issues because they have been taking my payments, but they have been stretching my issues too far on for me to wanna even deal with it.

This is the second time I've put in a claim for the same dishwasher. I'm not sure why the first guy didn't come and see, "All these things needed to be replaced. Let's just replace it." Warranty companies fix the problem and that's it. They move on. They don't look for any other causes. But at the same time, if I've been spend this money, I expect a bit of professionalism and more of timely responses. We're two and a half months later. This is not cool.

When I told American Home Shield the situation they only kept repeating the same thing offering me a payout for a system they chose, but would not tell me what that system was at all. Once I agreed to the payout due to the fraudulent quote, they the amount was half of the cost of a replacement unit. This company is extremely crooked. Went for several weeks without AC during the hottest time of the year because of them. DO NOT DO BUSINESS WITH THEM!

I've had AHS for quite a while. I was told by a friend about it and so far, I've never had problems. It’s been a wonderful experience with AHS. They send me a letter during the first of the year when it's time to serve my AC unit. They send information how to keep your house cool and, in the wintertime, they send the thing that it's time for your heater to be serviced. I love AHS. I wouldn't trade it for anything in the world.

Submitting a claim to American Home Shield is simple. They sent me an email and a text message that it had been submitted to Ideal Electric. Before the tech came, he called to set up a time and then, he texted me 30 minutes out that he was coming. He did a great job. The gas line was getting worked on at the same time. So, it was a little bit crazy at my house and he was good with it. I got AHS because I got divorced and I am not very technically inclined. So when things happen, I need some help. They've come out and replaced the refrigerator for me as well as the pool pump. I've been protected since 2020 and it's worth the money.

The first company finally called and said they would get back to me when it fits their schedule and set up an appointment. Because it was a half-hour drive for them. I called and complained to American Home Shield and they found a contractor that they thought was local. AHS didn't know anything about the people that they were using and I had to do the research myself, and this is not why I had a home warranty. One of the main benefits would be convenience for me. So now, it had become inconvenient. This company they hired had no local footprint nor local employees. They were located in Arizona so they tried to find a local subcontractor to do it and failed. I was trying to be patient about that.

I got back to American Home Shield and went round and round. I tried to communicate with them through their call center and I eventually bullied them into getting somebody new. But I hate dealing with the call centers. They are not local and don't know what they're talking about. I had to explain to them about the difference between Arizona and Washington. Finally, they researched it and found Harmony out of Vancouver which is 40 miles away. They were very responsive and came out within 24 hours and fixed it.

I no longer have coverage with American Home Shield. It was bought for me when I bought the house and it seemed reasonably priced at the time. I had a year's coverage and then, I kept it. At that time, the price was $60 a month. It is now over $120 a month, which is not a good deal. I had AHS for seven years. It seemed like a good way to know what my expenses were gonna be.

AHS was bought out by corporate interests and then costs were cut. I used to be able to contact them directly. But they fired all those employees, the new corporate bosses and outsourced everything to the call center. It is impossible to contact American Home Shield. I asked the call center where they are located and I was told that’s a secret. The rep said she couldn’t tell me what their home office is. I don't know that AHS has a home office because they don't do anything. The call center is the one that's calling from South Asia to find local contractors. They do that part and take my calls and complaints. I'm not sure what there is left for American Home Shield to do except cash my checks.

Had the tech just told us what he needed, it would have taken us five minutes to provide an access thing for him to stand on, because we had things in our garage that we were then able to lay out for him and attach to the boards in the attic for him to stand on. However, we've already worked that out. We had to call the vendor and American Home Shield, and they were able to come back out and complete the service call. Now, the unit is on, but we may have to do another service call because it's not cooling. To see if we need to place another service call or not, we're trying to determine if it's because it's just really hot or if there is a cooling problem.

Our air conditioner went out the 29th of May. We waited almost six weeks for them to send a compressor but American Home Shield sent what they called a refurbished compressor. They picked a local company, and we knew of them. They got up there, put the compressor in and said, "We don't like using these things, but that's what they sent us." We waited almost six weeks to get it, it lasted three weeks then it went out. We waited four more weeks for another one to come in to replace it. They came in, put it in and it completely went haywire and blew up our air conditioner. Smoke alarms went off and the fire department showed up. We exited the house and thought the roof was on fire the way the smoke looked like. But it ended up being freon gas. It filled the house up with freon gas and set off the smoke alarms. It was venting out the pipes where it blew up the metal lines, and that was their refurbished compressor that did that.

Now, we still don't have air conditioning and we've had record heat. Here in Bakersfield, California, it's 114 degrees. It's been 92 degrees inside this thing downstairs. We've been sleeping in recliners because we can't stand upstairs. We ended up buying some portable things that stand around and vent out through the windows. We have one downstairs and one upstairs. You can't get more than 10 feet away from them. Otherwise, it doesn't work.

We're on the third air conditioner company. They were here Monday, went up there and said it needs to be replaced. They turned around and sent that information to American Home Shield but we are still waiting to hear what they're gonna do. They are familiar with our situation and they're a Bryant company. We have a Bryant unit on the roof and they could swap it out in a day, but American Home Shield doesn't move that fast. It would take them a week if not longer to determine what they're gonna do. If they say, "We're gonna send the unit," they'll put it on a freight truck and it'll take a month or longer to get here. It would come from Tennessee and it doesn't come quick.

American Home Shield doesn't move quick at all and don't pay these people fast either. Because of the heat, the control board in the refrigerator went out. We thought of calling the repairman ourselves. It cost us $422.69 for him to fix this thing. He used to do contract work for American Home Shield, but because they're so slow on paying, he told American Home Shield for them not to ever call him again, that he's off their list.

I would never recommend American Home Shield to anybody. In fact, I went on Facebook and was asking if any attorneys out there want this job. When we read our contract, arbitration is the only thing we can do and their part is limited to $50,000. If they don't get this thing done, I'm going after them for that, and I will get 50,000 out of them because of how long this has taken. I've threatened them with that three times. It's the only reason that they started moving. Otherwise, they were ignoring us. My wife and I are in our 70s with health issues, but they don't care. I haven't been able to work because I can't leave my wife in this place with no air conditioning. It's costing me half a year's pay because of this mess.

They didn't know what they were doing. They didn't do the lines properly. The lines had to be redone. Also, when Sloan left, the air conditioning was turned on and it was only stayed on for just a few hours. And it had all frozen up because of the coil not being compatible. I'm upset with Sloan and I dropped American Home Shield. I got the coverage of AHS because I'm 72 years old. I live alone and I can't fix this stuff myself. I can't afford to and so I'd only have to pay $100 out of my own pocket. But it wound up costing me $2,000 out of my own pocket with American Home Shield. They didn't cover the freon and the labor. They just covered the cost of the condenser itself.

According to my wife, they came, knocked on the door, and told her they were here to evaluate the air conditioning unit. My wife said they were only there for 20 minutes then left but didn't leave her any paperwork that they even came by. I called them later on and asked them what they found. They said they found that the system was unrepairable, so they were gonna do a write-up to American Home Shield, letting them know that the unit could not be fixed and recommending that they replace it. They also said it would take them a day to get that write-up over to American Home Shield. Two days went by, but I hadn't heard anything from AHS or that company, so I called the company. They said they'd already submitted that write-up to American Home Shield and that they recommended that they replace it.

I called American Home Shield, and American Home Shield’s a nightmare because no matter what number you call or what department you ask for, you get the same people from out of country. They told me they haven't received a report yet. I told them the contractor said they submitted a report yesterday. It was a day later that American Home Shield called me. I said, “They said that they filed the report.” The girl said, “We haven't received a report from them yet.” I said, “So the people that you deal with are lying to you and me. I don't feel very good about that company being reputable if they're gonna lie to you and me.”

I had some words with AHS, so they turned around and called that company. They found out that they lied to them and it took them another 24 hours before they got the report from that company. Then American Home Shield wouldn't answer me for two weeks. I was on the phone with them every day. It was in July and we were in triple digits every single day up here where I live, and I couldn't get anybody from AHS. Every time I talked to them, they were saying it was under evaluation. After three weeks, they turned around and said, “We're not going to cover your air conditioner or the ducting work that has to be replaced because it's not to code.” I said, “It was to code 30 years ago when it was put in. You can't hold me accountable for that." It was a $16,000 unit and they were only gonna give me $1,900 even though my contract says they cover heating, air conditioner, and ducting work.

I've had American Home Shield since I bought the house 20 years ago. I hadn't even moved into my house when we found out that the water heater had failed. They were right on the spot. They came out and put a new water heater in. Then two years into the house, the dishwasher took a crap. They couldn't get the new computer board for it so they said they'd put a new one in and they did that. They also repaired my ceiling fans. A year ago, my dryer went out and it was unrepairable. They said, “You can upgrade. Just send us the receipts so we can put the ones that you bought back on your warranty.” They were wonderful to work with that was why I kept renewing every year. For all the small stuff, they're perfect. But don't expect them to be there when the most expensive thing in your house breaks, even though they said they'll cover it. It was so hard. For two weeks, I couldn't get a live person on the phone.

But the last time I had to have a water heater replaced, there were so many other things that I had to do and come out of pocket to pay for. Recently, a repairman came in and fixed the little problem that I had. The little container that makes the water blue has fallen down into the toilet, so it was blocking it. It was ridiculous that I had to pay $100 for that. That was not worth $100. He said, "I'll give you a new flapper because I'm here." I was thinking about changing to another company because the rates have gone up too high. It cost me $100 just to have somebody come out here and look at a toilet that the water was running in. It used to be 30, 40 then it went up to 50. Now it's 100 and I still have to pay every month to have the service. That's gone up, too.

I had an electrical panel that was 30 years old and it overheated. It was easy enough to file the service request online and answer a couple of simple questions. It was vague, but it got me through to an electrician, which was what was necessary eventually. However, the assigned contractor, Turner Electric, wasn't gonna be able to come out for at least a week and I didn't have power. So I had two different electricians come out and they said that, over time, the breakers arc on the main buses and things just happen over time and apparently mine was too old and worn out and it melted.

Turner Electric's communication was horrible as well, and when their technician finally showed up and looked at my panel, he said, "Yep, it's melted." That was about it. When he left, he wrote a report saying that some other component attached to my electric panel was the cause and it wasn't covered. American Home Shield offered to send another contractor out, but I didn't have time to wait because I didn't have electricity in my house. I had to spend about $6,000 and pay a private contractor to come and replace my panel.

On the other hand, I didn't care for the people who handled the claims on my two appliance issues. That was a lengthy process. It took weeks to get my refrigerator and dishwasher serviced. The two technicians came the same day, but one was for the dishwasher, while the other was for the refrigerator. I still have a problem with the refrigerator as well. I'm reluctant to pay another $100, especially if the same people come back out and it still doesn't get fixed. They tried to get me to pay more to use some of their other services, and I didn't appreciate that. Also American Home Shield's price has doubled since I signed up with them. They should bring the prices back down.

I looked at the charges, and it was over $4,000. I agreed to them but I needed to talk because if we replace the air conditioning unit, I wanted to make an upgrade and it was not straightforward how to deal with that. I tried to give MS a call back and it was very difficult to contact them so it has gone for many other weeks. I contacted them last week finally, and they sent me a quote of 15,000. Their basic quote was more like 12,000 and included the replacement of the air conditioning unit and the furnace, which was why it increased because the furnace is also very old. But it's also covered with American Home Shield. Still, it seemed a lot.

I haven't checked it myself, but according to MS, if I go to Costco, that would be even more. They're using Lennox as the brand, which is well-established. I'm assuming that the way in which they are doing it is American Home Shield might get a certain price with Lennox. I understand that it's not the full price that I will be paying. But I was expecting for them to cover a little bit more. I need to do it anyway. If they are giving me a better price than Costco, then I will move forward with them. Although I’m left with this feeling that it's not covered. If I pay 30 percent, let's go with it. But this feels like it's more than that. I would have to look well into the quote and what's included.

I said, "Well, that doesn't sound fair. I've been waiting patiently for you guys to come and fix this appliance.” Plus, when they got the parts, I had to call them to verify that. They should be doing the appointments once they know they've got the parts to fix whatever it is. That's their job. I shouldn't have to call them to set an appointment. Still, they got the job done eventually.

If something's broken and they can't fix it, I've never had them say, "We can't replace this.” They always did a great job. But the last two years I found that the contractors that are coming out and the service that we're getting is not as good as it used to be. The price is too much as well. There are other companies out there that charge less and don't care what appliance I buy. Also, for a while, when you called in to make a service call, it was being ship to different countries and they could not understand a thing you were saying. It was horrid.

When the second company came out, they said the blower motor inside the unit was bad and it was gonna be eight weeks to get the motor. So, I kept calling in. I knew the motor was available even before then, and I didn't know what the holdup was. Apparently, the company quit doing business with American Home Shield, but nobody ever told me until I called the company back nine weeks later and they told me. I called American Home Shield, then they sent out another company, which was AG. They had it fixed within three days.

I've had American Home Shield since I bought the house 17 years ago, and I've only used them four times. It's been good except for my HVAC. They always have trouble getting out the proper service company for my AC. However, most people don't have that type of unit. For the other two appliances they fixed, I've got no issues. Everything was fine.

Also, customer service was fantastic this time. When we asked for help last year, three gentlemen came and they did not solve the problem, and everybody was there to promote their own thing. "You do this, we will charge you 800. You do that, we will give you this much rebate." Out of the company, they were just offering me a few things. But this time, it was good.