American Home Shield Reviews

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.

Then I get a call from the manager at the contractor to tell me that they can't diagnose the washer at all, unless it is 'moved out to a different room' while still hooked up. They need to be able to access all sides. What? I have no ability to do that. She then said that they cannot help me at all and to call American Home Shield to dispatch someone who can do what I need. Fine. But American Home Shield won't do that. They won't do anything until they have the report from the 'tech.'

What makes it not normal wear and tear? How did they determine anything when they said that can't diagnose it without access to all sides? Thousands of dollars and an extra fee to do nothing. Thank you for giving me the runaround the whole day. Do they let you cancel? Not easy. But I'll be without coverage. I'm without coverage now! The 'coverage' isn't real! Try and get something repaired. Good luck. "Oh, but don't cancel, we'll send someone else for a second opinion." For another 100.00 fee. No thank you. If American Home Shield wasn't such a scam they would be a joke.

I first left a message with Nussbaumer Plumbing at 7 pm stating that we’ve been waiting from 2-7 and we have a babysitter waiting as well. They never answer the phone. Ever. Then Home Shield doesn’t have any go-to plumbers that can come short notice and said they will get back to us. But if I don’t hear from them, to call them back. I told them that’s no way of running a business if you can’t guarantee any return correspondence. They should be reaching out to me.

I explained to them that I didn’t choose them but the sellers of my house did. Obviously, they chose a cheap route of warranty and Home Shield chooses sub-par sub-contracted labor. I told Home Shield they need to be quarterbacking this service and know what’s going on. I’ve talked to Home Shield a few times now and my gas remains off for over two weeks now. Every rep states they’re going to help but nothing has happened. My gas is still off for over two weeks now, no scheduled appointments and out my $125 I paid for the service request. Absolutely disappointing, frustrating and will make sure I let anyone know who’s buying a house to pay attention to the warranty company because if it’s Home Shield, they better negotiate that right away.

A couple of days later, I received an email from AHS, confirming that I needed to pay $500 for the water heater replacement. When I called to inquire about the charge, they claimed it was for "modifications and parts." I asked for clarification, but the representative was reading from a script, making no sense at all. I then pointed out that there’s no need for modifications or parts for a simple water heater replacement, to which they had no real answer. Frustrated, I asked what the payout would be if I hired my own contractor. They told me they’d have to send an email to a supervisor, and it would take another 2-3 days to get a response. By this point, I had already waited nearly 10 days without resolution.

Two days later, they offered me a mere $300. I called AHS to get an explanation, but they kept passing me from one person to another, with everything ultimately being referred to a supervisor. I reminded them of their false advertising—the claims they make on TV that if they can’t fix it, they’ll replace it—yet they continued to offer excuses. The agent said she would contact the supervisor, but again, it would take another two days, as they could only communicate via email.

At that point, I had had enough. My family, including my elderly father, had been without a water heater for long enough. It was clear that AHS was taking advantage of my desperation. I reluctantly accepted the $300 payout just to resolve the situation, even though that, too, required another three-day wait. AHS is more concerned with its bottom line than with customer satisfaction. After paying nearly $1,000 annually for years, this is how they treat me. What’s up with that, AHS? SHAME ON YOU for cheating people!

Two days later, they offered me a mere $300. I called AHS to get an explanation, but they kept saying it was the supervisor's decision. I reminded them of their false advertising—the claims they make on TV that if they can’t fix it, they’ll replace it—yet they continued to offer excuses. The agent said she would contact the supervisor, but again, it would take another two days, as they could only communicate via email.

Also, I own five rental properties and when I first got American Home Shield, I thought the pricing was really fair. It was 60 bucks a month. I get it. Prices go up. But I had plans on multiple rental properties and by the end of it, one is 117, one is 90, and the other one was at 100. Why is there so much discrepancy between the plans? And when I have three different plans, why can't they give me some sort of bundle deal? I tried talking to them about it one-time, and I got the runaround on it. I gave up and decided that when I sell these properties, I'm not gonna re-up.

In the summer of 2020 the A/C unit attached to my house that I bought in 2019 was on its last legs as it was 20+ years old. The tech came out and told me that the A/C unit needed to be replaced, but Home Shield said NO. The best the tech could do was to replace the capacitor, and refill the freon about 2lbs of R-12 for $300 which Home Shield wouldn't cover. The main problem with the A/C unit was a leak in the system and blown capacitor. I was pissed and cancelled the plan which cost me the $750 that I initially paid as Home Shield wouldn't refund the difference of time left on the contract. I told my realtor that Home Shield was a joke and wished he never mentioned them as it cost me money. I had to spend $6145 for a new Lennox from Blue Ox HVAC. But, to add insult to injury is that I'm a 100% disabled veteran who served for 20 years, and feel Home Shield took advantage of a disabled veteran on a fixed income.

I've had some more positive experiences too. I recently called American Home Shield for an air conditioning service. It was for something that was really simple that they could've made into something complicated, but the guy figured it out right away. It was just a couple of screws and I could've figured that out myself, but I'm getting tired of doing that stuff. Recently, we were having a non-specific potential issue with a cooking range that they had put in after replacing my original one. They sent a technician who was a very nice and experienced guy, but he was not very familiar with the unit. It's an obscure unit. It's not a unit people see every day. It's a dual fuel, drop-in, slide-in range with a center downdraft and all kinds of features. Eventually, they had to send another tech and the unit checked out okay, so there was no repair that had to be done.

When I subscribed to American Home Shield, my original stove was about to fail and I knew there were only two replacement models available. So I got American Home Shield. I nursed the thing along as long as I could, and finally, when a couple of parts broke and I called American Home Shield, they had to replace it. It was a $4,000 stove and they replaced it. However, they sent one guy to do the job and he didn't install at level. It prompted three other service calls when the fans were rattling because the machine was twisted. After several calls and a lot of inconvenience, I got them to finally send two guys that would come and level the machine properly. It was a process though. I happen to be a professional building consultant, so when somebody tries to feed me a lot of crap, I know. On the other hand, somebody who's not in the same position would find it a lot more difficult to manage these things.

From what I've heard from other people, I don't think the other services aren't any better. For small repairs, plumbing repairs, and miscellaneous things that people might need in the house, it's very convenient to only pay the $100, but then again, it's $100 a month. Doing the math, that's $1,200 a year plus $106 for a service call. When the home warranty company gives people $1,500 for a $4,000 water heater replacement, then maybe they're even.

People can pay for all these stuff on their own or they can pay for the subscription and use it more effectively. I have three plumbing issues I can call American Home Shield for if I want to take a morning off. It's best to save that stuff up because people might as well just pay the $100 once and have them fix three things in the house all at the same trip. It's not an emergency. For anything small (and even if something's not so small) and doesn't require specialized parts or tools, I fix it myself.

Well, apparently, as long as your air conditioner is blowing out cold air, they don't consider your ductwork to be broken. I spent hours on the phone with the company they sent out and with AHS customer "service". Language barriers aside, they refused to acknowledge the provision that was in their own contract. I use another warranty company for another home I own, and I have never had this issue. Not looking to sell any product, so I won't mention the name of the other company. Just stay away from AHS.

I've been with American Home Shield for 30 years. I hear a lot of negative about them but I never gave up on them. But when it comes down to me being serviced, I am totally dissatisfied. Every time they have to come out here, I have to give them $100 and then I gotta turn around and pay this and that. It's just crazy. I'm paying too much money out of my pocket and I'm not getting the kind of service that I need.

My electricity use has dropped but it's still much higher than it was last year in terms of total kilowatt hours or the average per day. So, some of it may be the heat, some of it may just be the unit's a year older. The unit has been pumping out cold air, so I don't have any complaints about that. And the main reason why I have American Home Shield is because of the AC. I don't have a problem with their personnel although it's impossible to get a live person. Everything's done over phone menus. But be that as it may.

Many times, I had called and waited. Then they transferred me to this person and that person. They always force the customer to receive a cash offer to save the money and it takes too long to process. They don't want to pay the labor for a contractor because it costs more money for them. The money they give is less than the value in the market. They try to save money and cut off the benefits for a customer. I spent more than six hours to fight them and canceled my contract right after that. I paid American Home Shield for three years but I didn't get the service.

The gas company charged me money and I've been waiting for a phone call back from American Home Shield for a month and a half now. When I called them, they told me that Big Orange never reached out to them. So, that's why they never called me back. I got irritated that I needed to be the one to reach back out to them since that company wasn't calling them.

Right now, I'm still trying to see if I want to keep American Home Shield because 9 times out of 10, the companies they send out always charge me money. This was the first time in a long time I wasn't charged money, but then I was charged money because it wasn't done right. I ended up paying $125 for the service call and another $83 to have him fix it the correct way. I also had a service call when my tenant needed the dishwasher fixed. There were four attempts to fix my dishwasher and AHS was not sending anybody out who was knowledgeable.

The service when the water was leaking was terrible. The technician went up there and had us turn the AC on and off while he fixed the problem. Then he turned around, lied and said somebody else had been up there working, and it was why the water fell. I told him I have receipts from 2022 when I changed the sheetrock in that particular room. But he put in a bad report to American Home Shield and said there was nothing wrong with my ceiling.

I came up with a solution myself by calling American Home Shield and telling them I didn't feel comfortable with those people coming back into my house. I told them to give me one or two other contractors that they use. They gave me two and I called them, but they said that they didn't do inspections or a second opinion. At that point, I didn't have a choice but to deal with Feels Good. But it wasn't until I read my contract that I found out that they were supposed to give me a second opinion and that didn't happen until a whole month later.

I've been dealing with this since July 19th, and the second opinion is coming out on Saturday. I realized American Home Shield is going to try to take the side of the contractor so make sure that whenever somebody comes to your house, that you record them because it's gonna be your word against theirs. At first, American Home Shield didn't wanna deal with this and kept telling me to call the contractor myself and handle it. I said, “I wasn't the one that called them. I'm not the person that sent them to my house. You need to intervene.”

We wanted someone from American Home Shield to get that fixed. But the contractor came and said that it was because of wear and tear that it happened and they could not cover the cost. We would have to pay out of pocket. But we started living there a month ago. We asked them that it wasn't our fault. We didn't use this tub before. It was just a month old. But AHS said that didn't matter. It was wear and tear so we had to pay.

We asked for a second opinion from another contractor through AHS and they said, "If the second opinion from the contractor also says that it is wear and tear, then we will charge you another extra plus the amount for fixing it." So we ended up paying a lot of money. We paid $85 or $75 at that time twice. We didn't have any answers to that. We didn't fight it. We didn't say anything. But we have always been cautious when we ask AHS to send a contractor to fix things in the house unless it was necessary. Other than that, we recently had some issues with our dishwasher. We called American Home Shield and they sent us the details of the contractor. Whoever came did a good job. He fixed the issue and the dishwasher is working well.

We used to do submit claims by phone, but we couldn't get any answers so she would go online. It used to be a time when almost three days before a vendor would reach out. But over the last year and a half, it has changed. It has become a lot better on the service calls. There were some people that had some bad attitude and didn't have good customer service. Now, we don't talk to anyone. It's done online. The contractors that come out have been respectful. They come in and do a good job.

Only The Best is local and they do a lot of things. I like being able to tell American Home Shield to contact them first if they're available because they now know our place and our stuff. It's not back and forth. It’s just like the old days when you knew who your service people were. So I like that they’re able to do that. They have always been responsive. I found that out after one of their calls several years ago. So I tend to want to request them because I know that they'll get back to me and they don't live an hour and a half away and will cancel the day that they say they're coming out. I've always found them to be professional and courteous. So I would highly recommend them.

I've been with AHS many years because we used them years and years ago in a different residence. And now, it's a little bit more difficult. The people who you initially call are lovely, but they're working from a script and it's hard to get to the point. It's just what it is. But in terms of eventually responding and being good to work with, things have worked out. The intention and the ultimate customer service are good. But, especially in the last several years, it's just a more difficult process in the sense it's frustrating when you first call in on the phone tree and you have to give your name, address, and all that information. Then when you get to a real human being, they verify everything again. So it's little stuff like that that are on the annoying side.

My daughter still has AHS but when the rate goes up, they might find somebody else. I started because of her with them and I'm a person who will stick with them more because I'm gonna need them. I know the system, except I don't understand how it works. I wish I understood more and that they had more room for comments when I submitted the service request. I did the service request online and I might have hit “Clogged drains” but you have no place to add a comment or a request. You just have to choose.

I'm usually not happy with Murray's. I made a note not to use them again but you don't have many options. There's a difference between incompetence and just not having good customer service. The first group was incompetent. Two calls ago I had another problem with the faucet upstairs and that was never fixed correctly. The guy didn't know what he was doing and he had to come back twice. It was a year ago but the faucet has never worked properly since. This time, the guy knew what he was doing. He unclogged the sink and installed two new handle vanity faucets. It was a cheap vanity. I would recommend AHS because I don’t have to hunt down a person for the most part. It’s hard to schedule people. But I wish I understood more about how they dealt with their vendors. Some of the vendors are very good about calling. Murray's not one of them. But the refrigerator guys are good. They call ahead of time and find out what's wrong.

Upon calling AHS I was told that there was nothing they could do and no they would not compensate me for any spoiled food. I asked if I could hire someone local to do the repairs since I already had the parts and have them compensate me for the labor and was told that I couldn't do that. There is no way to register a complaint with the company, they make it impossible to contact anyone but the service or sales department. There is no accountability with this company and I would highly recommend NOT doing business with them.

But I always have issues when I call in and before I can even talk to anybody, they want me to pay upfront. That bothers me because I would like to be able to talk to a person and tell them what's going on before I'm charged a fee. Also, I had to talk to one of their supervisors and we went back and forth but she tried to make good on that particular issue. Beyond that, I am pleased that American Home Shield does a payout when they can't repair it, although I wish it was a little bit higher.

Finally, a guy came out and he said something about the electrical work. So, an electrician came to fix something for him. Then he said it was our condenser and they wanted to charge a couple of grand. They were going to charge that to American Home Shield but we had to pay 900 of it, plus the Freon. But the electrician said that it was not the condenser and that the unit needed a new motor. They said it was going to be another two weeks to get the part. At this time we've been out of air for weeks. We live in Lake Havasu and we were dying.

The electrician was going to get the part for the Air Magic guy but he didn't have it. He said that if the tech needed to do the work, because it was under American Home Shield, he would get the part for him and he could put it in. The Air Magic tech said, okay but then he had another call. He was supposed to come back but he never came back. We then called another air conditioning company, someone who the electrician knew, and that company changed it for us. Then we sent the bill to American Home Shield and we told them that the people they called never fixed the AC. It was a terrible experience.

But American Home Shield did okay with our claim on a washer that went out once, and a toilet. On the claim for our swamp cooler, we had to wait over a year and a half to have it completed and that was a nightmare. But we had an AC, so we were okay without the swamp cooler. We've now canceled our contract with AHS but they still haven't got back with us, because we asked them if they could pay the AC company and the electrician that we had to pay. We sent them those bills and we still haven't heard anything. I would tell my friends to find another company. But my family members don't have to be told. They've seen what happened.

However, I have to call them right now for the same air conditioning unit. I need them to look at it again. Every time I call, it doesn't matter how long it is, I have to pay another fee for the same thing. I've been paying this $125 fee every time, and I've had to get the same air conditioning unit regardless if it's to come back out and look at it again. I gotta pay another service fee. I'm satisfied with AHS except when it comes to air conditioner or heating issues. It's not worth it if you're doing it for that. If you have small appliances and other things, then it's beneficial.

I had to get a new air conditioning unit they told me the date that the techs were coming. We waited but nobody showed up and nobody called. So I had to be on the telephone calling back and forth to try to find out what was going on. I understand that things happen, but communication is the best policy for anything. My father always said, "If you do something with somebody and you can't do it, you let them know what's going on and that will ease the person's mind." There is no excuse now. It's not like we live in 1940s where you got to send a pigeon. All you got to do is pick up the telephone. When the techs finally came out, they put a whole new unit in. I had to go through PowerPay to get it.

Other than that, I've been with AHS since 2009 and it's been great because at that time, my husband was in the military and I didn't have to worry about running around trying to find somebody to fix things. My cousin told me about American Home Shield and gave me the number. I called them and it was great for me for being a woman alone that I didn't have to go looking in the Yellow Pages and trying to find somebody. All I had to do was call American Home Shield to come out and fix whatever problem I was having. And I suggest it to all single women. That way, you don't have to worry about getting a stranger into your home.

With AHS, you got to pay to be a member and then you got to pay that vendor fee. And their price keeps going up. When I joined AHS, the price was $50 and now, it's almost $150. Then on top of that, the service call is $100. So, that's $250 right there that you spent. And that's what deters a lot of people. But I got involved for security reasons.

The times that I've used AHS, I've got a call back from whoever was gonna do the repair for me on the same day. If not, the next day. If it was on a weekend, it might have taken a little longer. The techs have always left the job and cleaned up, at least as good as it was. Sometimes, it may be better. They always picked up after themselves and took away anything that they replaced. I didn't have to worry about disposing of it. However, I was a little disappointed because when the new contract came up, the rate went up. It used to be $75 several years ago and it went up to $100. Now, it’s $125 a month. In addition to that, they raised my fee, whenever I call in to get it taken care of from 75 to 100. I was a little bit surprised at how fast that price increased.

We had American Home Shield on our home we owned in Plano, and then this home we're in now, which has been here since 2000. We've been customers for a long time, and the home warranty is affordable. I recommend them all the time to people I know because they've helped us with ACs as well as our refrigerator, dishwasher, and plumbing. They're our first call and we appreciate the service. Everybody is very professional and attentive.

I have a claim with American Home Shield right now. It's been almost a month and I still haven't received anything. It'd be nice as well if they brought their customer service back to the States. It's very hard to understand and deal with them. Their customer service is really bad. They also need to have an option to speak to someone.

I live in Houston, Texas. Air conditioning is important and it's expensive. I had one air conditioning unit go out at one point and the insurance covered it. So, it was nice that that happened. It's just they usually have low-quality people come in. I had a fridge that I called them out three times to fix and paid the 100 bucks three times, and they didn't fix it. They said, "It was this," and then it wasn't that. Itt was the same thing with my stove.

American Home Shield has contractors that they don't pay enough and they don't want to do the job. They know my unit is 30 some years old, and it probably needs to be replaced. It can't be repaired. The contractors have to provide their insurance for my building. It's a law there, and these guys don't wanna be responsible for their work. They don't wanna do the things that American Home Shield tells them to do because then they're gonna be responsible for damaging the equipment, so they just don't wanna do the work. I have two other contracts with AHS and they did the same thing to me when I had water heater repair requests.

Anything that's over what I pay in premiums, American Home Shield wants to make my life miserable. It wasn't always this way though. I was with a predecessor company of theirs called HSA that they purchased about six years ago. I've had them at least 25 years on the various properties, and it's really gone to crap. The customer support is awful too. It's overseas, and they lie, lie, lie. “Oh, we'll get back to you in 48 hours.” “We'll call.” “I promise to call you.” It's all, always, lies.

When Royal Flush came out, they made the repair and put in a new compressor. However, the unit still wasn't cooling and eventually, the compressor is still gonna go out again 'cause I had somebody else look at it. I travel for work and when I called in, it was after the 30 days. The frontline personnel said, "No, you gotta pay another 100 bucks to have Royal Flush come back out." I had to escalate that to the supervisor, and even then, the supervisor in the beginning said, "No, we can't do it." Finally, after threatening to leave and some persuasion, which it was only 30 to 45 days out, they decided to waive the $100 service fee to start another claim. I'm still having the issues with the AC unit and don't feel like it's doing what it is supposed to do. The unit is still not cooling as I would have it to.

I pay American Home Shield religiously on a monthly basis, about 50 to 100 bucks. I do my part by paying the premium, but when it's time for service, it's like they have all these objections and nos, and that doesn't feel good. This last instance, I didn't call them within the 30 days and they were gonna hold tight to the contract. What if I paid them in 45 days? They wouldn't like that. I was just outside the 30 days of the unit not functioning properly, but now they want another 100 bucks out of me. It makes me feel like they don't value me as a customer, that they just want my money.

Every time I think about canceling American Home Shield because I think, "I don't need it anymore," something major breaks at my house, whether it be the AC or something that's gonna be a lot of money, then I feel like it pays for itself. For example, the AC breakage would have cost me out of pocket $1,000 and it was only the $100 service fee plus whatever I pay monthly. We're first-time home buyers, and for us, AHS takes off the stress of anything major happening with our appliances, AC, water, etc. American Home Shield is pricey, but then again, it cuts the cost, especially if someone's buying an older home.