American Home Shield Reviews

I've been with AHS for 20 years, and I've filed my claims mostly online. Occasionally if there were multiple items, I do it by phone because their online system didn't seem to do well with multiple items. I prefer not to use their phone service. It takes too long to speak to representatives on the phone. Other than that, each time I've spoken with a representative, I've had my problem taken care of. Also, over the years that I've been with AHS, 90% of the technicians have been good. Sometimes AHS sends out the same people over and over again, and I find that they are not always accurate. I had a plumbing problem where I had some kind of smell in our basement, and I couldn't figure out what it was. I gave them the information about what had been changed with the plumbing in that area and where I thought the problem was.

At first, I called the plumber myself and they looked at it and said I gotta have to do a smoke test which was gonna cost $2,000. Then I called AHS to have them send someone out. Lo and behold, they sent out the same company but a different person. And when the person came in, I told him the situation because they have been here before, we went back, looked at it, and went over the same thing. He didn't even pull it out but said I was gonna need a smoke test. I called AHS and they couldn't seem to get it resolved. And I had already paid them a hundred dollars. So I called out another plumber. He came out, took the wood in the wall where I thought the plumbing problem was and looked right at what it was. He charged me $75 and fixed the problem.

I have multiple rental properties and I put my American Home Shield on them. Having some transaction that I can get someone out and analyze a problem has been one of the benefits, but the downside is that some of their vendors are on the program but I don't think they like their contract with AHS. I don't always feel good about the AHS vendors all the time. Still, I would suggest American Home Shield to my friends but I would tell them before they choose it, they should look at more than one company and compare them.

I received the email after several attempts trying to make contact with them again, I received the email finally on April 4th, with instructions on accepting my replacement. I sent the email back. Said that I would take the replacement that they ordered. They said, "Okay. We will call in the next 5-7 business days to get it scheduled." I again received no callback, no emails returned. I emailed on 4/2/18 @ 10:49 am no response, 4/13/18 @ 2:44 pm no response. I get a call from my 15 year old son on 4/13/18 that they are there to deliver the washer but since no one over 18 is there they have to reschedule.

I NEVER received a call, text, email or anything to confirm an appointment. 4/13 I called several times and was told that nobody could help me. Asked to speak to a Supervisor, was told to leave a message, they would return my call. Here it is 4/16 @ 1:48 pm with still no response. I have 4 children and have been without a washing machine for over 2 months now.

So apparently since our repairman isn’t capable enough to figure out how to fix it American Home Shield feels they have the right to refuse to replace the refrigerator. After each visit by the technician we have trusted that he did repair the refrigerator as he stated and replaced the food in it and each time we’ve ended up having to throw food out either because the refrigerator was too warm and we were afraid of getting food poisoning or the produce was frozen solid and therefore had to be discarded. We have cataloged our refrigerator temperatures and have pictures of ruined food and pictures of frozen water in our refrigerator unit.

American Home Shield does not care about any of this. They’re now telling us that we have to wait for them to find another technician willing to come out and check it. When looking for a home warranty company I would definitely recommend checking to see how many times the repair technician can try to fix the unit before it is replaced. There are other home warranty companies that state that if the technician has attempted to repair a unit twice and cannot fix the problem, the unit is replaced. This is not so with American Home Shield. I definitely would not be looking at American Home Shield as my warranty company again. Apparently five tries by the technician wasn’t enough so they’re going to continue to drag this out even further. Absolutely ridiculous! I hope this review helps other consumers aware of the games that American Home Shield plays so they don’t have to go through the same problems that we have the last month.

After 24hrs, the refrigerator was not working so I called American Home Shield 03/09/18 and told them that it was still not working. American Home Shield told me that they were unable to do anything because they had not received the technician diagnostics. I continued calling multiple times throughout the next couple of days. On 03/12/17 I called and requested to speak to a supervisor. They told me that they did not have supervisors available but offered me to speak to a customer service professional, who had the same authority as a supervisor. After a brief hold, they told me that they did not have any available but told me that one would get back to me within 48 hrs (the customer service representative did not call me back until two weeks late and did not leave a return callback phone number).

On 03/13/18 I called American Home Shield again and since the technician had still not submitted the diagnostics, they agreed to send out another technician. On 03/14/18, a technician from All Valley Appliances arrived and diagnosed the refrigerator. The technician stated that the problem was beyond what he was able to do and stated that he would submit his diagnostics to American Home Shield. In an effort to save money and speed up the process, I called American Home Shield and informed them of the status.

On 03/16/18, American Home Shield sent out a technician from Shapiro Appliances Service. The technician diagnosed the refrigerator and stated that he needed to replace a part. However, he stated that it will take 7-10 days for the part to arrive because he did not have it. On 03/23/18, I called Shapiro Appliances Service to get an update. They told me that the part would come by 03/28/18 and that they would contact me to install it right away. On 03/29/18 I called Shapiro Appliances Service again because they had not contacted me. They told me that the part was taking long to arrive because their supplier did not have it in stock. However, he said that it should arrive by 04/04/18.

On 04/05/18, I called Shapiro Appliances Service again and the owner told me that part will arrive later on the day or by the following day. He proceeded to schedule an appointment for 04/09/18. However, I requested for the part to be install on 04/06/18 because we had been waiting for the part for three weeks. The owner stated that he was not able to do that. I called American Home Shield and spoke with Michelle. I asked Michelle if they can please speed up the installation because we've been without a fridge for a almost a month. Michelle contacted the owner and told me that she will track my work order and get back to me to see if it was possible to get the refrigerator fixed on 04/06/18. Michelle stated that she would track it and call me back with whatever the outcome. Michele also offered a refund on a small refrigerator I had purchased. However, my brother lost the receipt. Note that Michelle never called me back.

On 04/09/18, the technician from Shapiro Appliances Service came to fix the refrigerator. After working on it for about an hour, he told us that it will start working back to normal in about 24 hours. About two hours after he left, the freezer side started work fine. However, as of 04/10/18, 6:07pm (PST) the refrigerator side it's still not working. I called American Home Shield and they offered to sent out another technician. I requested to speak to a supervisor and they stated that one was not available but one would get back to me. However, last time it took them two weeks to get back to me.

I called again on April 12th because a supervisor had not called me back. Keshawn stated that one will get back to me in 24-48 hrs. I called again on April 15th because a supervisor had not called me back. Andre stated that he will resubmit the request one will get back to me in 24-48 hrs. It's been well over a month and my refrigerator is still not working.

In addition to that, I have a complaint about the claim. I wanted to fix my heater because I have a newborn and it was getting cold in my room, then it got really hot and it was just driving me crazy. And the same thing happened when it's cold, it was blowing out a lot of hot air but only upstairs, on top and it was really hot in my room. So I didn't understand why the part in the bottom wasn't getting any air, either cool air or hot air whichever one I was using at the time. When I submitted the claim, I thought I picked the right one. But when the lady from the company called to set up a day to come and look at my air conditioner, I told her that it's basically for both and that since it's the same unit, they're gonna look up both.

She said that what I did is a claim for the AC and I had to go back online and submit another one for my heater. I told her that I don't understand which one is the heater because it's the same unit. She insisted it's not the same unit. They are two different things even though they're together. So I asked her if she can let me know which one of those. I read them off to her. At that time, I was thinking that since they are in two separate areas, I had to pay $75 because I still wanted my AC looked up. Meaning, $75 for my AC and then $75 for my heater. But she doesn't know since she's just the company that will come in and fix it

She told me to submit another claim and then to call American Home Shield and have them put it together with her because they might dispatch a different company. I preferred to have her somebody do it because it's hard with a newborn and I don't want two different companies to come in two different times. When I called American Home Shield, their representative said she did put it together because it dispatched a different company for the second claim. She didn't say it was a big issue but she told me she could fix it and that I wasn't supposed to pay $75 twice because those are considered the same. I told her that I didn't know that. If I went in and asked if they could change it to just the first company, and I let it go with two different companies, I would have paid two $75 twice and I would have got ripped off. And I wouldn't even have known. I would have no clue.

Whatever she did, she put it all on the notes and it did work because the same company came to my house to look at my AC and the heater. The guy said that my house was a little bit older and since I have a high ceiling, the hot and cold air mainly goes upstairs so there's nothing they can do about it. However, he was professional and awesome.

After that though, I kept on getting emails saying that my account is past due. It was just a big mess. I had to call back and I have to explain the situation all over again. The representative from AHS said they'll look into it and they'll call me back in 24 to 48 hours to let me know. They needed to hear the call to see what the lady I spoke before said and what she told me and what I told her because she put in there that I was canceling the claim. I told the representative that I wasn't canceling the claim. I told her that lady I spoke before said she had to cancel the claim to fix it so I don't get charged twice. I never canceled the claim. They never called back though so I called back a week later and then I got an email saying that my account is past due. So they never called back and never resolved the issue. But they insisted that the issue was resolved but they kept me out of the email so I can stop getting that saying my account is past due.

This was the third time I had to call and I had to explain it all over again to this guy and it was just so confusing. It's like a big long story and I'm horrible at explaining stuff. He was nice though and he told me that it was fixed and he just had to get a supervisor to take it out of the email system so I won't be getting that email. It was unprofessional that no one called to tell me that the claim was resolved. I can understand getting an email, that's a mistake they forgot to take it out. But then I noticed, I got another email recently saying to make a payment. Given my experience, next year I'm not gonna renew my warranty with American Home Shield. I will get a different company instead.

But the website is a front for a fraudulent operation. I purchased the policy in good safe and it turned out to be something entirely different in the way it was portrayed to begin with which is a shame. How they manage the details and what it actually cost you to have a repair guy turns out to be much more expensive than the presenting. I was told that there would be a $75 deductible per repair and now, we’re charged for the part, additionally. I have a bill for a $135 which I paid the day of the transaction. I have my bank statement. But they are emailing me and sending me paper mail weekly for a $135. I also paid a couple of parts that were needed for the repair. It turned out to be hundreds of dollars where I could’ve just called a repairman.

Also, I asked when I called to sign up for the policy if I could cancel anytime and the person said, “Oh yes of course, you can do that.” But when I called to cancel it, I got this snippy woman and I was told that I have to keep the policy for an entire year. I said I wanted the number for corporate but she hung up on me. I found the number for corporate in Tennessee and spoke with a woman who allegedly terminated my policy, but then I got another mail for a $135 that I have paid for. I have spoken with people from Tennessee and people who have called me on the phone from all over the country. It has been absolutely a nightmare.

The repairmen could’ve been better but the experience with administrative end of it has been really horrible. I'm gonna go berserk very soon because I feel like I’m being harassed. I don’t deserve this. The delightful commercial is very appealing, especially for women. But advertising is not necessarily what’s going to happen when you actually participate with this organization.

I called the 1800 number and told them the situation. There was leakage in the bathtub and they said it was not covered. But it’s a leakage. I don’t know why it’s not covered. I told them I have a sub pump that was not working and they told me it was not covered either. I asked why and they said that the contractor told them it’s inside the box but it is not. There’s a lid with four screws in it as a safety, for kids not to open the sub pump and not to fall inside the water. But the contractor refused to take these four screws. He said it’s not his job and somebody has to take it off.

Last year, I had electricity issues in my house and a very helpful contractor came into my house and fixed it with no issues. So I don’t know what’s going on with that company. I've had three claims and out of the three, I had two good experiences and the last one was awful. It was not right and the one who answered the phone that time also didn’t care. My renewal is coming this May and I’m not gonna renew my policy. She told me, “You had to do what you had to do.” So I told her that I don't care and that I would find another company.

Then there was one time where one of the AC guys came out and he didn't seem like he wanted to do too much because he wasn't gonna get paid very much. He wasn't happy working for the company. However, the incident that really threw me for a loop was when I had a claim about a year ago for the AC that went out in my other house. The guy that they were supposed to send out didn't come for about a week. The house is right in California and it was the middle of summer so it was 115 degrees. I couldn't leave the family out of it because they have children at the house. The renters also had screamed at me. I tried to resubmit a claim but I couldn't, so I went out and got somebody out there. They came out, put in a new fan outside and a new condenser, and it was all fixed. I had to pay out of my pocket around $500 and at that time, I almost switched to a different company. But other than that, American Home Shield has been really good.

The technician had to comeback out three or four times but it was not their doing. It was just the age of the house itself. With the electric outlets being out in the weather for years, eventually, they’re gonna fail. The technician said that cheap GFI outlets were installed on the outside and that it’s only a matter of time before these will fail. We pretty much have most of them fixed and I don’t think we’re gonna have any more problems. It’s important to have a warranty. On a newer home, you could probably get away without having one for a few years but we just moved to the area and purchased this home, which is over 20 years old. And I like having the peace of mind that I may just have to pay $90 or $75, whatever the copay is and they’re gonna come out and fix all the problem. I’m not gonna have to worry about it especially when I’m on the road two weeks out of a month or my wife with me coming home to make repairs.

We dealt with a contractor called Just Chillin and they told me one thing and then did something else. They told me we could pay out the Freon cost and then wouldn't allow me to after they did the work. They were very dishonest so we've requested service several times and specifically said we do not want to deal with them anymore. We've had to call American Home Shield and say that this contractor isn't working out and then they’d send someone else. It may take another two or three days before we get someone else but it generally works out.

For the AC, I knew I had a hole in my coil for the second unit upstairs, that’s why I called. When Airtronics came out, my wife was home and there two guys. One stayed downstairs with her and the other one was upstairs to inspect the AC. The fear has gone into my wife and they said how the ductwork was filled with mold and that we can get sick. They also suggested that we get a hotel. My wife called me and said that I might need to come home. She asked me to hurry up and sign so we can get the work done. They had a quote for over $23,000 worth of repairs. They asked me to sign and they can have a crew here the next day to get the work done.

After they left, I told my wife that I have a trusting issue, so I went up in the attic myself and saw that there was no breach of my seal for my AC. They didn’t even look inside my AC and the pictures they showed my wife were faux or historical photos of the place, so I called back American Home Shield. I said that I need another group out here, anybody except Airtronics and that I would like a company with a rating of over an 8 if possible because they said Airtronics was around 6.

This turned up Royal Air. There was a scheduling issue for the first time and they couldn’t make it. There was a storm that night before that knocked out their building, so they couldn’t make it to the reschedule for Friday. But the tech was out on Friday and I made sure that I was home that time. I told him exactly what the problem was and the history. He went up in the attic and he said that part of the check for American Home Shield was they had to inspect for mold. I said okay and that he can use the same open the guy did. He said that no one has opened anything there and that it was all sealed.

He went ahead and opened the seal. He said that they don’t take pictures because they don’t know what they’re looking at, they take a video. I told him that the other guy showed me 10 to 12 pictures. He said that I didn’t have any mold. It was lightly duffed, but it was in pretty good shape. He also said that my coil’s all black and that he’ll submit his report, and he did.

I called American Home Shield and they said that they got the report. They also mentioned what they’ll do and the cost that I will be paying for the R22. The same guy came out about a week later and he fixed it. I had told American Home Shield my experience with the first company and that I didn’t want them out here. All they said in the email was I wouldn’t have to pay for that second guy to come out. I’m feeling good about Home Shield since they took care of both my issues. My only concern is I referred my parents to this service. If I was an elderly couple, I could have easily been taken advantage of because an older person is not going to go up in the attic to verify. They would take people’s words, so it was very concerning to me that I can be easily taken advantage of by certain people. So, I put my parents on notice to be cautious of anything they tell them.

Previously, I had a contractor that was not very good. We had a leaky faucet and he didn't come back to fix what he was supposed to fix. He said he was gonna order the part then come back. I waited three months but he never showed up. I called him several times but because the callback timeline of 60 days that I have has already passed, he never came back. I called him again and he never showed up. That plumber is the only bad thing in my whole AHS experience and AHS needs to look at the feedback from other people to see if they don't need to use people like him. So, I was glad AHS sent me a different contractor for my recent claim. And since they were out, the plumbing has been very good. Overall, American Home Shield gets things done and they do a good job. The American Home Shield warranty is a good plan and I'm satisfied.

In the meantime, I just went to a garage sale, bought another washing machine just so I could wash clothes because I got a family of five and six weeks of not doing laundry. There’s no laundromat anywhere near so I had to buy a washing machine just to temporarily get me by. Then after it’s all said and done, AHS told me that I can buy a washing machine and that they’ll reimburse me. So, I had to go out and buy another washing machine. We were just in time for inventory at Lowe’s and even though the washing machine was on sale, they had to order it for two weeks because they don’t have any washing machines in stock anymore. So, I'm still waiting for that new washing machine to be installed. I’m now at 10 weeks by the time the first thing happens.

When I tried to call AHS to get answers, the wait time is an hour. So, I waited for an hour and I got all the way through waiting after an hour, then somebody came on the line and all I heard was, “Hello?” then it was cut. They hung up on me. I just waited an hour for nothing. Overall, I’m not happy. I just bought a new washing machine, submitted my receipt, but I haven't gotten a check yet. They were able to come out and finally fix the problem but it took a lot longer to fix the washing machine than expected. There’s probably a better company out there with a shorter hold time.

Another claim was for the pool pump. The contractor replaced it with a refurbished one but it was a bad one, so I had to call back after two weeks to tell them that the same thing is happening. It’s getting hot and making a loud noise. So, they came out and replaced it again, but I asked them about possibly getting a new pump instead of a refurbished one since I had problems with a refurbished one. The pool company tech that came out was wonderful though. The owner is really knowledgeable and very good with customer service.

When I submit a claim, I call the number of AHS and they select the company that will come and that’s fine. Everyone they've picked has worked out good. The contractors were very professional and I have no complaints at all. All the workers were very polite, nice, did their work and knew what they’re doing. I’m moving soon so I won’t be needing AHS but I’d like to have them as long as I’m still here. Once I leave my home, I should call them and let them know not to take money out of my checking account anymore. I’m glad I signed up for AHS, it’s been worth it and I would recommend it.

So I said, “You don’t cover the pipe. You won’t cover anything even though it was the original leak that caused the other damage but I thought the pipes and all of this was covered in the insurance and I’m looking at my policy." They said but now it was a secondary damage and since the motor was damaged by the fire, that would be considered secondary damage. So I said, “When you have a problem, it may cause secondary damage but it is caused by the original problem that is covered under the insurance. I don’t see why that wouldn’t be fixed."

It was $75 for me to pay for someone to come out in addition to the insurance which I knew was my first to pay. So they tried to accommodate me by giving me two $75 certificate or coupons that was just on record in case I had any future problems. So at least that was a $150 because what happened was I had gotten additional insurance on the spa itself because that was not included in my original home warranty.

So when I purchased the home, I added it on. I said I wanted the spa covered too. So I paid out a pocket for that additional coverage which is like about $375 for the year. They said they weren’t gonna cover the spa or any of the damages that was done to it, I was like, “Well then there’s no purpose of me having the insurance. I’m just gonna cancel the spa insurance. Just give me the prorated of the amount.” And I couldn’t even cancel at that point. I’m really lost out by paying upfront. If I had paid monthly, I could just stop paying and my insurance could have just been canceled anyway. But because I paid upfront as a good customer, then I have to get the disadvantages of that.

I paid $350 to get the spa removed on my own and I lost out the $375 for the insurance. I said, there was no need for me to carry insurance for the spa if I have a car insurance without a car. They wouldn’t rebate or prorate me. They wouldn’t do anything. I just lost out the money that I put upfront for the year coverage. So what I learned from that is pay by the month and once you stop paying, they’ll gonna cancel your policy anyway.

Second, at the rental property there was an electrical problem. Two of the outlets were not working so they sent out an electrician with Castle contractors. This issue wasn't on American Home Shield but it does fall on them on who they contract out. They contacted me within the 24 hours. We missed each other’s call. I tried to call them back and I didn’t get in contact with them until four days later. I left several messages saying, "Well this is my third attempt to call." And then saying that it was my fourth attempt to call trying to set up a scheduled date for them to go out and take a look at the electrical work through American Home Shield.

So finally they said their phones were down. What kind of business has their phone down for four days. That just doesn’t sound right. So we finally got somebody out to take a look at it and according to their report they couldn’t find the problem through just checking the socket. So they said that the only way that they could find a problem was by going inside the walls.

First of all, it’s on the backsplash of the kitchen. There’s nothing hinging really on the backslash of the kitchen. I would have to get somebody to come out, remove the drywall and they don’t even know exactly where the problem is going to. So there’s no telling how much drywall would be removed. Then I got this call from the claim department of AHS.

The second option would be to tap into an existing power source that was already working in the kitchen. I said well, “Let’s just go with the second option.” “Well, we don’t cover the second option either.” I’m like, “What? But they don’t have to go through the drywall. You just have to tap into another source that was already there. That’s not a lot of work to do. So why wouldn’t you cover the second option?” They said, “Well, because we don’t know what the problem was, what caused the electrical problem. If it was caused by a nail or something, we wouldn’t cover that. So we don’t know that.”

I said, “Why does it even make a difference if your job is to cover the electrical and there’s an easy way just go through the wall and just tap into an existing source? Who cares really about anything else?” Very confusing. So I’m like, “What do you cover?” Well honestly, by the time they tell me what they cover for electrical, I’m like, “That’s something a handyman could do. Why even have the insurance?” It does seem pointless.

I called Castle contractors back when American Home Shield gave me those two choices because I have to get it fixed. It just can't not be fixed. So I tried to contact Castle contractors again. Another four days before I even got in contact with them and they only answered their phone after 4:00. They don’t work on the weekend, that’s fine, but I left three messages to follow-up to get the problem corrected.

So when I finally get to talk to a person, she seemed annoyed. I said, “I’m sorry. My name is Serina. I don’t know if you received any of my messages or if you need for me to explain to you again where we are in the process.” “No, I listened to your messages. We got them.” And this exactly what she said, “Yes, I got your messages. I contacted the electrician, and it’s not my fault that they haven’t contacted me back. There’s nothing I can do.

I told them, “If there’s some problems with your phone, just give me a quote of how much it would cost to get it fixed on my own. To tap into an existing power source which was option two that American Home Shield gave me. Send me an email and then we can communicate that way.” And I didn’t even get an email. So I’m waiting for a response and I’m not getting a response. So she said, “Well, we tried to contact the person and it’s not my fault that they haven’t contacted me back. There’s nothing I can do.” I said, “Wait a minute. I’m just trying to get the problem fixed.”

She said, “Well, we firstly have priorities. Our priorities are with the insurance.” I said, “No. This is part of the insurance.” She said, “No, since they denied your claim.” I said, “So now it doesn’t matter if my issue gets fixed anymore? That’s okay. I’ll call American Home Shield.” I called American Home Shield and talked to a different person. They were looking at my records, “Unfortunately, we can’t cover option 1 or option 2.” I said, “I’m not asking you to cover any of the options. What I’m saying to you is that you are contracting out Castle contractors, I am putting a complaint against this company."

Not only that they seemed unprofessional, now I even have a doubt with the original analysis that they gave me in the first place. And they’re kind of shabby with the way they’re dealing with it right now. How do I know that they did a thorough job in finding the original problem? If I want someone else to come out, I have to pay for a second opinion and if they come out with the same stuff, this is what they told me. If they come up with the same analysis as the first contractors, then I have to pay that $75. So now that I’m already out, I haven’t even got the job fixed. So I would be out of $150 potentially and still I don’t have the job fixed. It's very frustrating.

They should reevaluate their contractors and what their policies are because when they're selling you the policy, it all looks great. They're telling you, “This is what covered all the electrical. We cover this. We cover that. Blah, blah, blah.” And then it’s like all these little fine things that come up and you’re like, “What? Well, what do you cover? Because you’ve been telling me all this when you were selling it.”

The only thing I’m satisfied about it, is they tried to accommodate the two $75 when they didn’t do anything with the spa. But the things that they cover, you can just hire a handyman to do it. Like if you’re just gonna see if there’s power getting to an outlet and if you have to change the little outlet itself, a handyman could do that. So now Castle contractors are coming out, gave me a $395 quote to tap into an existing power outlet. That’s something the insurance easily could have covered. If you don’t know what the existing problem is, you just wanna fix the problem. You just want it resolved. To me, to pay $395 out of the insurance that I paid over $75 for the year would not be a bad way to satisfy any customer.

I want other people to ask the questions that they don’t promote when they’re trying to sell you the insurance because when things start happening, you get to runaround.” Because if I had known it, I wouldn’t have gotten the insurance. I don’t think I’m gonna renew it unless something comes up where I can say, “Okay. Maybe it’s worth it.” But right now it’s not worth it because I’m out of pocket with the insurance which covered nothing and then paying for the expenses which I pay for everything that I called for except for a simple rekeying, that is so easily done.

A person shouldn't have to spend that much time to process a claim. And then we had to put in the new double oven because American Home Shield only gave us $800 to retrofit and purchase it. We've been with them for a really long time. And we don't plan on leaving American Home Shield, but we just really like them to improve their customer service.

The assigned contractor switched back and forth from My Appliance to another company several times and the scheduling was really difficult. I ended up spending a few hours on hold to get it resolved and make sure that only one company was coming and we were only paying one fee for both items. In the end, it all worked out. The techs from My Appliance were great. They took care of everything and did it quickly. They also called and asked me to give them the model number of the microwave before they came out and they had the part with them when they got here. Still, AHS needs to hire more people. I have them now for a year and a half and I called a few times for a couple of different items. And majority of those times, I've been told that the volume of calls that they were getting was higher than normal. If volume is always higher than normal, then maybe they don't have enough capacity.

Apart from that bad experience, everything else was good. When my refrigerator needed to be repaired, I made a request with AHS and the technicians came to my house at a scheduled time and took care of the issue immediately. However, American Home Shield is not geared up to handle any issue with their service and the customer support is very poor and I’m not gonna recommend it to anybody because of that.

Called the company CNJ at 4:32 pm Tuesday to have them send the guy back out, this place was closed. I then called AHS and informed them of the issue, the lady said that as long as the water heater is COVERED it would be covered in the warranty. She also instructed us to leave the water heater covered and let them do it. Anyway, submitted a new request free of charge and scheduled with the company 2 DAYS later! Today, guy comes out. moved the shed out the way looks at the issue (the wires were corroded and the heater dead) then says let me check with your insurance, he puts the shed back slightly and takes a picture of it.

Apparently, my water heater will cost $700+ to replace and AHS is not going to cover it due to the position of the water heater and it not being covered. ARE YOU SERIOUS! This whole time I am relying on my Home Warranty to cover it and fix it just to be told "the way that the water heater is positioned and exposed it is not covered." I could have gotten this fixed Tuesday! But no I decided to go through my AHS all to be told no.

The street plumber who came out was awesome. We had dinner guests when he arrived and he said he could snake out the toilet in the guest bathroom or come back the next day. I promised him that I would not do laundry and told him to please come back the next day. When he did, we had to pay extra for the clean out because that was not covered by American Home Shield. He put in thee extra little pipe things which we also paid for, then he cleaned the main pipe out. And all of a sudden, no water was coming back in to my toilet, tub, sink, or shower. It was very exciting and he fixed the issue less than 24 hours from our blue incident. In fact, I still have a dish scrubber brush that got dyed blue in the sink. It was a great experience.

In the past, I always paid my $75 in person. Then they said I could pay it online so I've gone online several times to do that. But I couldn't figure out how to pay it. Their website doesn't show that I have anything to pay on my account and I haven't gotten any invoices. But I had that plumbing incident and a washing machine repaired.

The same plumber also came out to fix my tub when it was dripping and wouldn't turn off all the way. Then it started not working again, so, he fixed it again, which I was grateful for because I didn't know what happened. One time, he even came out the same day to fix it again. He was awesome and American Home Shield was wonderful. They recognized that having septic backup into my house was not good so they got me on the fast track and I really appreciated it. But I don't know how to pay my $75 co-pay. We also had to get a new washing machine because something went out with it. It was so old and the part wasn't fixable. AHS gave us a new washing machine for no cost and when my friends asked me how I was doing it, I told them about American Home Shield.

My problem with American Home Shield sometimes is when you expect them to be able to do something for you, it’s like, “Oh, well, we don’t have access.” I then spend a bunch of money to try to give them access. I had a plumbing issue before. It was with my kitchen sink and the water was backing up. They said they needed to tear the wall down in order for them to go do what it was that they needed to do. That was crazy.

Also, I use American Home Shield once a year on the average. But yet still I’m spending $600 or $700 even if I didn't use them in a year. And then when a contractor comes, I still pay an additional $75. I don’t like that type of thing. It gets to the point where I think I should cancel my account and I might as well save the money somewhere else and then when I have a problem, I’ll just have this emergency funding.

The contractor did a great job too, but I was hoping to have a different overall result out of the experience. The company came out and agreed that the furnace needed to be replaced. Since American Home Shield wanted to replace it with one of the lowest end furnaces that they could, I asked the company if I could pay the difference and get a better furnace. The company said I could try but American Home Shield won't do that. So, I talked to American Home Shield's customer service several times and it got sent to a few different places, but the end result was that they were not willing to allow us to upgrade the furnace. We just went with the furnace that they would have installed and that would be in our house for the next 20 years.

In terms of emergency crisis response and being able to get some very basic level of coverage, American Home Shield is worthwhile if you have older equipment. But they're going to control your choices along the way. You're not gonna have a lot of freedom to choose what actually goes into your home, which is unfortunate. Homeowners should have a say in what's being installed in their house.

Also, we moved into a new house a year and a half ago and I thought that we just have some really bad insulation up there. I got AHS this year because of the appliances and I knew that the HVAC was aging. We have two systems and one was replaced in 2009, so it should be fine for a few more years. However, one room was cold and it seemed to be using emergency heat a lot. When I was leaving the garage coming into the house, I heard the heater cycling on and off within 12 seconds and that was not a good thing. I went out to the external unit that was cycling on and off so quickly and I saw that it was frozen. So, I shut the system down and called a local guy to come and look at it. He came the next day and it was thawed at that point and he said that we had a hole in our coils. He then said that we have to replace the coils as we need a new coil pack.

Since I have American Home Shield, I called them and had them come out. The local guy left me his notes and I showed it to the people who came here, but they did an independent inspection and said that our coil pack was done. The problem was that they’re going from the R22 refrigerant to the R4 by 2020. They said that they could replace the coil pack and get me a new refrigerant but it was getting more expensive since they were phasing it out. And so, we opted to get a whole new unit.

But then, AHS did not cover the replacement unit since they could have covered the coil pack, which I understand that. They were gonna replace what is actually the problem. A week later, my whole compressor could have gone since it was 16 years-old. And if I’m gonna give some money for this, I might as well just use it and put it to a whole new system and not have to worry about it for another 10 or 15 years. That was the thought process. The guys AHS sent were great. They gave me a number and said that AHS was gonna credit me $800 or $900. However, I’d come to find out later that they never talked to AHS. And so I thought that was weird. I would like to have known how that process was working.

This year, our claims already paid itself off by about $500 for our positive. It was interesting because AHS actually called and they said my wife was complaining and she wasn't. It was a miscommunication. I don’t know where that blame would be. Would it be me asking the right question, or would it be him being more forthright and explaining the process? Despite that, the job was done quickly and done efficiently.

They ended up replacing the unit and that was a smart business on their part. They did a great job. We have a walk-in attic where the unit is on the inside, and so they had a completely open space to put in a new unit. They advised me on what to do and what not to do. I wanted to upgrade the unit because we’re adding about 350 square feet to the house in the next couple of years. He said to just go up a half ton. If it goes up too much, it cycles too often because it’s a powerful one and then it wears out and I didn’t need that. I was very happy with their explanation, their expertise, and the timeliness. It took them almost seven hours to do the outside unit and inside completely, which was fine.

I asked my roommate to pay but he didn't want to. The repair guy said he wouldn’t come for free. I talked to my roommate and we had a big argument. I called the company back and told them I was sorry and that I don’t know how to pay them. My last experience with American Home Shield was not good. But if a friend asks, I’d tell them that AHS is good and I love the company. I'm very happy about them.

I like American Home Shield and the only problem I had was the dishwasher never got fixed so we don't really use it. I made two claims. They came out and I don't know what they did. I even stopped worrying about it because I'm just paying the deductible. The first time I called for the dishwasher, they came out and fixed it. We used it one time and then it stopped draining water. And then, I called again. Someone came back and it was a waste of money to me. It was already $150 and getting another dishwasher is $200. When I talked to someone about it, they said they have to come and check it out. If they come to fix it and not replace it, that will be over $200. So, I just stopped dealing with that.

Overall, everything else has been awesome apart from that one experience with the dishwasher. I would recommend that people get American Home Shield because, for instance, the cost of fixing the heat would be over $5000. And most of the time, with others like Home Depot, you have to schedule for an appointment but with American Home Shield, they can come out the same day.

So either go with someone else or don't use a home warranty. At least with other companies they will offer something off your bill or such. Not this company. For the last two years, they claim to have mailed renew notices, but what about catching up to the 21st century and not only mail, but also email. And if contract is to be renewed, why do you send it out in January, when it doesn't renew until March. Seems a little early to notify the customer. But again, this company is all about the money and not the service.

Updated on 07/24/2018: I was contacted by Mariah **, social media specialist of AHS. She offered to send me an additional $670 on my AC. That was also in May. I never received the check she said would be sent. I have called and left multiple messages, but she will not return my calls or answer my multiple emails. This adds insult to the already lack of adequate payment.

It took me approximately 12 days to continue trying to call AHS and reach someone to confirm and this was in the middle of the winter with no furnace. They confirmed that they agree that the furnace needs to be replaced. With AHS, you have to get that confirmation, else, you do not proceed. They said that if I don't want to replace with them, I have to talk to somebody else which would take another who knows what it takes to be on a phone call for three hours before somebody answers the phone or hangs up on you.

So, I decided to proceed and replace it independently because I had no choice. My house was freezing in the winter and I have pets and family so, I couldn’t quite wait. We were in the middle of a storm and I couldn’t get anyone at AHS to answer any straight answers for me other than I should replace it. But my question was how much would they give me if I did it independently or not. So, I went ahead, paid out of my pocket and replaced it with the company that normally services my unit because I’ve had good experiences with them in the past.

I continued talking to AHS and finally, I got through somebody and it took a number of days and hours on the phone waiting for somebody to answer the phone. I got a person on the phone for approximately five minutes who said that if I was to replace it myself, they would give me $566. The furnace costs $2,500. I had replaced it already and they said to me that I needed proof of the replacement done. I sent them that proof and I received a check recently for the $566. Had I not proceeded, I would be without a furnace most of December.

The biggest hurdle for me doing business with American Home Shield is the inability to talk to anyone. There’s a department that does customer service and there’s a department that determines whether your item needs to be replaced or not. And then, there’s a department that it separates and determines what you would pay if you are going to do it on your own. Those are three different departments. On those three different departments, I have to hold on forever which was not the case before. Everything used to be a lot faster when I call them.

The second thing is the encouragement that I received from every angle was, “Do not talk to us. Go to the website.” When I go to the website, the only thing I'm able to do is to open a new ticket or a new item that is broken. There’s no ability to send an e-mail to the people who can reimburse me or an e-mail to the people who determine if my item should be replaced. So, I'm completely shut down and isolated from any decision maker of any kind. That makes it very difficult to communicate with AHS. I’m being herd into a path of either I take the deal or go away and pay it myself. It diminishes the value of paying a monthly fee for insurance that supposedly was covered if something goes wrong. In this place, it definitely didn’t.

It’s the second time that happened because there was an air conditioning about two summers ago. I had to do the air conditioning and I spent over a month without air conditioning in the middle of July. Same thing, same pattern and same scenario. I’ve been a member of AHS since I purchased this house in 1994. They’ve had some things that have changed in my house at least a washer and a dryer, one furnace, one air conditioning, and now the second furnace. Those were the things that have been addressed with American Home insurance and about a good half of those I’ve had to pay out of pocket.

My husband and I have already concluded that if we were to sell this house, we would not pursue having that insurance for a home again because of the time, the hassle and the rate of return. I don’t make decisions, I don’t know anything about furnaces and I’m not an expert in that area so, I would rely on them to help me think through. Is it really worth it for me to buy the more expensive one with my individual service provider or should I just take the one that they give me which is probably going to be good enough for the same amount of time? That is the decision I need to make and I need some support from them. I would hope they could explain to me what brand and model I should get and that allows me to compare. Since I can’t even get to them, I don’t even know.

Also, once the contractor came to put the new compressor in, he tried to make it easier for himself and rode off on my property. Instead of parking in the driveway or on the street, he was on the grass and he got stuck. He was very preoccupied with getting his truck out. Still he fixed that problem. But then, not even a month later, I have no air again. So I called American Home Shield and they sent somebody else out. This time, the problem was with the capacitator and he fixed that right away.

Most recently in November or December, I turned my heating unit on but nothing was coming out. I called American Home Shield and Perry Mechanical came out again. For some reason, they came out at almost 6 at night. I have a lot of trees on my land so it was very dark. The technician then said that my heat pump was not hooked up. At first, he made me feel like I was stupid and that it was only a breaker that wasn't on. I told him that didn't make sense. So, he turned the breaker on, came inside the house and turned my heater on which tripped the breaker again. It did that three times. He then went upstairs and told me that my house was wired for a straight cool.

That wasn't right. The first time I called, I wasn't in my house for two weeks. Before that, I had a very intense inspection which showed that my air and my heat were working. The gentleman who did the inspection left both on at for 20 minutes at a time each. He took pictures of what the thermostat was to what it was before he shut it off. So, Perry Mechanical's technician then said that I needed an electrician.

American Home Shield sent the electrician and he asks me to go outside to talk as it was colder inside my house than outside. The electrician told me that whoever put the compressor in my AC unit never hooked up the heat pump. So with the heat pump disconnected, my house was running on straight cool. The wiring was not proper and so the technician said that he could fix it for $900. He then told me to call Perry Mechanical and ask them to connect my heating pump.

Again, I called Perry Mechanical and they sent out the same guy who came out and told me to get an electrician. Again he comes out at almost 6 o'clock at night and tells me it was too dark for him to do anything with the air conditioner. He went upstairs to my air handler and disconnected some wires. He rigged it so that it would give me heat until he came back. He told me that his wife is going to surgery and he couldn't be out the day after. That was a Wednesday and he said that he would be out on Friday or Monday to take care of the problem. Still, I didn't know what he did up there. The first time, he ripped my air handler door which he broke and so he had to tape it back up. So, I told him that he had to come back and fix it because I didn't need my house to blow up on me.

That technician then said "I'm not a technician. I'm not an HVAC person". He then added that what he did was not going to give me heat but it would heat up my house a little bit so it would not be as cold as it was at the time. Even so, it was 60 degrees outside and my house was 40 degrees at the time. With what he did, the temperature still didn't go up further than 50.

The following week, I waited and waited. Finally, I called when I saw in the news that in a couple of days it was going to get cold again. I then called Perry Mechanical and spoke to a Kimmy. I explained to her that their guy came out, rigged something and told me he would be back but then he never came back. Kimmy then told me that she talked to her boss, the owner of Perry Mechanical and he said that the guy who installed the compressor and the Freon had gotten fired. He also told Perry Mechanical that he didn't touch anything to do with the heat pump. So, I had to call American Home Shield because Perry was not going to come out to fix anything.

At that point, it was the 26th or 27th of December and I called American Home Shield again. I stayed on the phone for two hours waiting for a representative because my call with the first representative whom I waited an hour for got disconnected. She never called me back. Then, I had to wait another hour and fifteen minutes until I got another girl. When I spoke to her, I told her everything that was going on and she told me that she requested some feedback from the electrician which told me that all they needed was to hook the heat pump back up and my unit would be fine again. Apparently, that electrician never sent any paperwork to American Home Shield. The girl said she was waiting for that feedback and she was going to get her supervisor to look into the matter.

It's cold again in Florida and I'm petrified of putting the heat on because I do not know what's going to happen to my house. I haven't heard back from the investigation which was supposed to have been gone almost a month ago. I looked at my AHS account to see if there was a status order open but then I looked in My Key and saw that Perry Mechanical had a work order which they completed on my heat pump. They had one for the 31st of August stating that my air conditioner was finished with a reference number for that. They also had another work order on the 3rd of September stating that they worked on my heat pump and that was completed. That had a different reference number also. Before Perry Mechanical worked on my AC unit to replace the compressor, I had no problems with my heat and my air. Ever since they touched it, I've had no heat.

So, I called American Home Shield last night, waited for 48 minutes to get somebody and explained to them that their service was unacceptable. They told me to call the authorization department to see what was going on. The representative told me that she called Perry Mechanical to come back out. However, when I looked this morning to see if there was an active order, I didn't see one. This has been going on since September and I'm going in February and I still don't have heat.

After they fixed the valve they started putting Freon. And they sort of figured it out that there was still not enough pressure. And they found out that in the condenser there was another valve that they had to replace and they replaced the second one. They put Freon on it there and the pressure started holding. I filed that claim online and it was quick. The website was really user-friendly.

There was a second appointment that was needed. And the reason for that is that the valve that was leaking was like a standard valve so they just replaced something that they had in the truck. And when they realized when they started putting Freon, the other one was not holding. The other one is product specific so we had to call for the part and they came in maybe a week. But they actually called me back like, two days after that. When the part arrived they went right away and fixed it.

And I was one of those customers that annoy the contractor. I’m always following them and asking them questions. And they never got mad. They always answered the questions and fixed the problem. But everything’s cold here. We’re still in the winter cycle so we haven’t turned in the air conditioning. So what really worries me is that supposed there was a repair that wasn’t done correctly and Freon is leaking. I would not know until we need to turn on the air conditioning.

It may take months for one of those leaks to manifest and what sucks is the warranty is for 60 days. But AHS were really quick and not intrusive. I really like the service. The nightmare situation for people was that when the problem happened, they discover something and they have to wait for parts maybe weeks while it’s really hot. So my situation was kind of different because I could have survived as mainly opening the windows. Like what we were doing in those days. So at least in this cold, the part came in two days waiting and we were not dying of heat. So the experience was good.

The first part that he replaced was the correct part and it was new. He was trying to save money and I get that he was just doing the repair that was needed, but apparently, the toilet needed a more involved repair with replacement of another piece of the assembly. So he came back again to do that. It was a minor issue though and everything is perfect now. He was so sweet, professional, and very accommodating. Truthfully, if I were to hire a plumber not through American Home Shield, I would recommend him. He was a nice guy who did a great job.

I'd recommend American Home Shield, too. I've had my policy since I bought my house 16 years ago. My realtor recommended it and since then, I've had a lot of stuff replaced and repaired in the house. Within the first six months after I moved in, the hot water heater went out. Then I had a problem with the furnace and they came out for that. The dishwasher has been repaired a couple of times as well and I'm waiting for it to die. The dryer has been repaired twice, too, and I've had a couple of plumbing repairs. A few years ago, the original air conditioner died and they came out and replaced it beautifully.

I've been very happy with every single workman that American Home Shield has sent out. And even if I just need a repair, I'd much rather call them and get that repairman to come out because I know he'd been vetted and that person’s not going to rip me off. I can trust the repair person to do the right thing and not do more than he needs to or not tell me I need stuff that I really don’t, which some unethical people would do. If I picked somebody out of the phonebook, I could get repairs that weren't necessary or get overcharged. So I'm real happy with American Home Shield as a service.

I’m learning about what AHS covers and what it doesn’t. My pipes also froze this last week. I looked it up but AHS doesn’t cover that. That’s not something that makes sense for them to have to cover. So there should be more transparency especially with the service and with all this information. And AHS sent me six pages on what they cover and what they don’t, which is really helpful with the home warranty if someone is new at this thing. They kept saying service fee but they never told me once what it was. So I had to go and find it.

I called about another issue that I was hoping they would cover and it was something that was a pre-existing condition. But I did not know it was broken. And so it was upsetting to me to find out that AHS was not going to cover. I thought it was just a knob for a shower, but the whole plumbing had to be torn out and redone. But other than that, I’m glad I have AHS as this is an old home. And who knows what’s going to show up in a year. I've called them three times and two times were good.

Prior to that, I just called AHS and left a message. And then the repair company called me back and set an appointment. I’ve been really pleased with American Home Shield. I know that they’re busy and really service-oriented. And I worked for a heat, air and major appliance company several years ago and they were a service company for American Home Shield, so I know what they’re about.

The scheduling of the service was fairly easy and pretty good, and there was no issue at all with the service. The next morning, I got a call from the contractor that was assigned to the claim to finalize the time and the date that they were going to come and send the technician. I had to change the time a couple of times because something came up and my wife was not going to be at home so I had to call them back and they were flexible and changed it right away. Then the contractor came and looked at the whole thing. The technician then left a little explanation of what happened to my wife and got a signature from us to make sure that he showed up and fixed the appliance. Maybe AHS could have emailed or called us afterwards to check if our problem had been fixed. But then, if I had any problem, I would've given a call right away to AHS. Everything else was simple and straightforward.

The tech guy came back out and he was excellent. He remembered exactly what the issue was the last time. The thermostat was the one that was causing the problem. So, he replaced the thermostat and he checked both the AC and the heater and then it worked fine. But I felt like the AHS wanted to just bill me for the service without even considering that I explained to her that I was within the 60-day window. I knew that it was the same problem ‘cause I was there with the guy when he first came and started doing the testing, and I saw what he had done. The representative was just doing her job but I felt like there wasn’t so much concern about my heater getting fixed, but she was more concerned about the billing.

Before this claim, my septic system backed up in my house and I paid the 125. When I first started with American Home Shield, I specifically remember the rep telling me that the covers on my septic tank was good for only one use. I ended up paying for the work that the guys did on my septic tank. They didn’t replace the tank itself but the drain lines had to be redone again. But the septic tank was full and they only let out enough of the stuff that was in the tank just so they could do their work. They even told me that I needed to have it emptied.

When I told the AHS rep that I needed to have it emptied, she said that the insurance doesn’t cover someone coming out to empty out the tank. Waste started backing up back into my house and that was a cause that would cover it, but the representative that I talked to made it seem like they would do nothing at all based on that. It was rude, the way the representative was trying to explain it to me. She did not help me and it was my worst experience with AHS. Overall I’m satisfied because it was good enough to have someone come out. I don’t know of any other company that does this type of work, but I would change based on that experience with my septic tank. I know it would be years before something like that might happen again, but I wouldn’t want to be on American Home Shield if it came to that.

The first guy showed up, took a look at the washer and dryer and said they would order parts and it would be good to go. The second guy showed up and checked the dishwasher. He said they would order parts and left. The third guy came out and said he knew what was wrong with the refrigerator but it was under warranty. So he was going to call American Home Shield back and let them know that Sears needed to come out and take a look at it. The week before Thanksgiving, I had a bird that was slowly thawing in my freezer as well as produce that was obviously not going to last because it had to be refrigerated. And the wife was ever so eagerly getting slightly annoyed at the fact that it still was not fixed. So I called American Home Shield the second time.

They told us Sears was supposed to be reaching out to us set up an appointment. Two more days went by and it was the week of Thanksgiving. My wife called Sears asking where we were at and why we hadn't got an appointment, and Sears responded with, "What appointment?" I made the phone call to American Home Shield and said that there may be a miscommunication but it needed to be fixed immediately. They said, "Well, it's the holidays." They were damn right it was the holidays and they waited almost three weeks to fix an issue. They could've turned around and told the technician to fix it whether the unit's in warranty or not and called it a day.

The refrigerator is still having an issue because the refrigerator side stays cool but the very base of the freezer doesn't stay below freezing. Case in point, I have some popsicles that I keep at the very bottom of the refrigerator for the summertime and they don't stay frozen. I called American Home Shield back and told them that I don't know what they were trying to run but it was the worst service I had ever received out the three home warranty companies I've used. But I had not had any issues previously like this with American Home Shield. At first I chalked it up to maybe it's not necessarily American Home Shield. Maybe it's the technicians that are coming out. But then I looked at the technicians that were coming out and they were the same technicians that other home warranty companies have also sent out and they had fixed issues for us with no problem.

We've worked with the repair technician that they sent out and we love the guy to death. He's a great guy and a great technician. He did his damnedest to bring our last refrigerator back to life. He was very informative and professional the entire time. I've got two small kids and animals running around and he moved with the punches and he was good. That being said, the technicians American Home Shield had sent out have been flawless.

The technician said that the refrigerator needs coolant but that it's under warranty and that Sears will come out and fix it. So if that was the case and American Home Shield said they would come out and fix it, then that should've been the case. But they didn't say that. They turned around and said it's not under warranty but the repair technician could fix it. If that was the case, then why did the technician not come back out and fix it? This could've been solved because the refrigerator needed coolant and that was it. It was so simple as far as connecting a charge line, charging the system and making sure it works. It could've been fixed in a matter of 10 minutes. It went to the point where I went out and purchased a deep freezer just to be able to work with the kinks of this other refrigerator. Because they were unsuccessful in fixing the gripes in a timely manner.

There had been no follow-up either. For me as a consumer, that tells me they don't care about their client base. If they can't deliver the product that they founded their entire company on, then what kind of a company are they really running? I was very annoyed at the fact that that's what the service industry has come to. I called their customer support and I got on the phone with a young woman who then proceeded to argue with me after I've already forwarded them all the information directly from the technician. She told me that it was my own problem to get a hold of Sears. But they were saying that it's not under warranty so why should I have to get a hold of Sears? They were contradicting themselves on, not one end, but both ends.

I once sent a nasty graymail to some of their executives saying that they weren't holding true to their contract and that they might want to look into it. The next thing I knew, I had technicians knocking on my door, a little within a 24-hour period. It was interesting how that worked. All of the sudden, they wanted to jump through hoops for me.

On the other hand, the technician they sent out for the washer and dryer was very informative. He told us down to the nuts and bolts. He told us about an issue we're going to run into now and a risky issue we're going to run into six months from now. I asked why and he said it was because these things are not well designed. But he also told me that we were going to have to unstack the unit but he didn't have anybody here with him who could unstack it so we were going to have to unstack it for him.

But nowhere in the service contract does it require the owner of a piece of equipment any physical limitation or a requirement to have to unstack anything. Technicians are supposed to be able to come into the household and work on a piece of equipment in the current condition it operates in. So why is it then that they were telling me I have to go out and find somebody to come unstack this thing and do it? On top of that, it was either they were going to unstack it at their convenience or it was not going to happen. Those were the only options they gave us. Despite that, the washer works properly now. One out of the three had been successful in restoring it back to fully operational.

The third work order we had in was for the dishwasher and when they came in initially, the dishwasher wasn't operable. It wouldn't close all the way or sometimes it would close all the way and it would operate properly but sometimes it wouldn't. They replaced some parts and now, only the bottom half of the dishwasher works. Still, it's better than where were at before.

There were also a couple of different supervisors we'd talked to and I talked to this woman who said that she would give us a phone call back the next morning to give us a status update that we knew what was going on. I said that we just needed a little bit of communication so we would know what was going on. I said that if it was not going to need a fix, that was fine but to let me know in advance. I could go out and make other accommodations for the turkey. All I wanted from them was a little bit of professional courtesy. Not only did I not get a phone call back, but three days later, after the holidays when their offices were finally open, I finally got a hold of her and she proceeded to argue with me on the status of the ticket. I was like, "This is a joke, right? I talked to you 96 hours ago and you knew what you were supposed to do." And I said that while all of their phone calls are recorded for quality assurance, they were not the only one.

American Home Shield is dealing in an industry where literally 100% of their clients is based off of customers 'cause customers are going to call in and say something is wrong and they need help. That means their sole revenue is through customer support. It's their service and they failed, not on one issue, but on three separate issues that they sent out three technicians for. And every step along the way, I had nothing but headaches and grief. And the result wasn't satisfactory. After the third time, I decided I was done with this and I was over American Home Shield. When the consumer no longer wants to use their products, they have failed as a company.

I looked at this thing and evaluated to get to the root of the problem, and every step along the way, American Home Shield had dropped the ball. They just didn't cooperate, which is more frustrating than anything else. I'm at the point now, where not only will I not use their services anymore, but I’ve printed our whole conversation and I've already forwarded all the supporting information to my attorney.

I told him that these guys are not delivering what it is they're supposed to be doing. It went to the extent that I pulled the contract that they had signed electronically and the legal staff was said if they're not delivering on their end and they're not conforming to the terms of their agreement, I shouldn't pay them anymore. But of course, every month I get bills and at this point in time, it's a nuisance. Because if I terminate the contract, I'm going to get bills regardless, 'til the end of that period. And until all three of these tickets are resolved, I still have to pay them and that's even further headache.

I'm almost tempted to go back to the original home warranty company that I got when I moved into the house. Because they sent up the same technicians and when there was an issue or they had a status update, they would call us. That's the level of customer service I can respect. With American Home Shield, there were a whole lot of headaches. The wife was not happy by any stretch of the imagination and she was pretty furious the week of Thanksgiving dinner.

My dishwasher is still up in the air because the guy who came out for that was going to see if he could actually repair it, and I found out that he was not able to repair it. So American Home Shield needs to replace it, and it has been up in the air since December. American Home Shield got a way to go to improve. Communication is the whole key and there is, virtually, no communication. I'm considering canceling them and I'm looking for somebody else.

Now, since they cannot fulfill their obligation, AHS has offered to "cash out" with us, which means they are washing their hands of us by offering to pay us $1,000 to put towards a $2,500 job. I am absolutely astonished that anyone can stay in business treating their customers in the manner these companies do. Do yourself a favor and stay as far away as you can!

We were fortunate that the weather was very cool so we didn’t have to use the air conditioning much. It was just a day or two where it was uncomfortable. But not too bad. If you have a home where you want to have some certainty on repair times and support, Home Shield is a very good option. We’ve had them for other things and it’s all been good. From promotions to all the claims that we had over the last year and a half, they’ve been really good for most of them.

I requested a second opinion and it turned that there was a loose wire that was in the wrong place. He pulled it out where the other guys connected it to and then put it on another pin and all of a sudden, it worked. He was here for five minutes. And then, I got a notice that I owed the contractor $75 for the second call. I called them back and told them from what I understood, if their diagnosis was wrong, I wouldn’t owe another $75 because it was the same service call. Then, I called American Home Shield. First, there was a young lady who said she couldn’t do anything and recommended that I call back another day. After that, I talked to a gentleman who understood what the problem was and gave me credit for the second $75.

We also had problems with the air conditioning one time and it took them a long time to come out in the summer. On the other hand, I had a pool pump problem and a gentleman came within hours after the service call. So the quality of work varies from the contractor that AHS uses. On that note, I would tell others to shop around since AHS is not the cheapest and not the best. But if the wait time wouldn’t be as long as it was in some cases, they'd be better.

The only problem we always have with them is if you have any issues with them and you wanna talk to an AHS customer representative over the phone for certain follow-up matters, it's really difficult or sometimes it takes them one to one hour and a half to respond. They probably have a volume of customers. Also, when they call you sometimes for any estimate, they don't give you a number that you can vision the individual. They just say you call this number, and then you have to trace that person who actually left me a message. And if they need any certain approvals, then they have to wait for American Home Shield to call back or to respond on the phone. But despite that, I'm happy with them.

Our overall experience with American Home Shield has been really good. I've been pleasantly surprised, especially with our ability to just go online and schedule a service. We've now done this twice and it was super easy to do, and that part really helps. Then the people at American Home Shield call us within 24 hours and we also get a phone call from whoever is going to come out. I would tell a friend to go with American Home Shield. Our warranty with this company is only for a year, but we would renew it as it seems to make good sense.

I called three times on November from the initial time that the plumber came out here and he told me to contact American Home Shield because he didn’t know what happened. And each time I called, American Home Shield said, “Well, we'll contact the plumbing service and get a report from them,” and call me back. Two weeks ago I called and told them that no one called me yet. And American Home Shield said they were still waiting for the plumbing company to call them back. So I told them that I'll wait another couple of weeks.

I called back American Home Shield in December and the lady told me that they will contact the plumbing company again. I haven't called them back again, but I'm not going to keep calling back. I'm just not going to renew with American Home Shield when my contract is up in May. I'm very dissatisfied with them. The service has been usually good as far as them sending somebody out here to take care of the problem, but it seems if you're talking getting reimbursed for something, it's not like they want to jump right on it and solve the problem or let you know whether they're going to reimburse your or not.

I submitted all my claims online and their process was super easy, I love it. I could click back and see that in December I had submitted the claim and the guy came out and fixed it. And then there's a little tab that says "still not fixed". So, I just click that and then it resubmitted the claim again without the $75 fee because I had already paid that. The contractors were excellent. I was also happy with the guy that came in December. They give me the window, they came on time and did the job.

The girls took a bath last night and it didn't leak. Now we have a hole in our ceiling, which sucks, but my dad can fix that so that's not a big deal. Having AHS is definitely worth it. We actually just re-upped for our second year. We bought our house in June last year with the option to re-up and keep the warranty, so we did that because if you had a plumber come out and fix that, it would cost way more than $75. And they did the rekey when we first moved in, which was super nice. They did all the doors for $75 and all the same locks and keys which is huge, so it was nice.

A guy said that it was because the silicone was loose underneath it, which makes sense because they used silicone so it won’t leak underneath there. But probably some bolts had rusted out. The point was that my faucet was still working. It wasn’t that big of a gap and there was no leakage. I called the first group out and the guys seemed nice enough. They worked on some toilets and other faucets that just needed their handles straightened on them, so they didn’t look all askew. I told them that the faucet was not moving from sink to sink.

I thought it was perfectly understood that that calcification was the main problem. However, the guy who came out went home and he sat on it for a month. He did not turn in the issue to AHS. I called twice and it took an hour in November and December to get a hold of somebody. With me urging and calling his office, I told him to turn in the report and I was confident he was going to say that my faucet was calcified or fossilized. The main thing was that the faucet wasn’t moving where it was supposed to be moving. However, the guy didn’t mention that. So the woman from AHS who I spoke to on the phone asked me if I wanted somebody else to come out and give me a second opinion. I agreed since I had all the confidence in the world.

AHS sent out Roto-Rooter. I’ve had Roto-Rooter before and they’ve done a good job. Their guy came here and he was prompt. That is the only thing good I can say about it. He told me that he's the faucet man and that he's the expert. He was super confident. The gist of it is that he thought he could save me and AHS money. So he went over there with his wrenches. He said that the faucet was calcified, petrified and was not moving. He also said that he could fix the problem, and so he started greasing it up and then he put his wrench on it, metal on metal. I asked him not to scratch my faucet and that I have rubber for him. But then he said that he doesn't need it. He used the wrench to loosen it up and I was very surprised. He was holding the piece in his hand and then he said that he broke my faucet. It was in two pieces.

I could use the dishwasher. There’s no water leaking because I haven’t turned the faucet on. But I have the dishwasher that I can turn the water underneath it and it will turn on. I’m very careful when I do that. But in one minute, I came holding those two pieces in his hand. He said it was not his fault and that it was going to break anyway. I told him the faucet was working, and he said that someone has forced it. I then told him that I have arthritis, I’m 53 and that I can’t force anything. I also said that he was the one who put wrenches on it, greased it up thinking he could save us money. Maybe he should have used the solvent.

Nevertheless, I’ve been without a faucet since the 18th and I’ve had to use the bathroom sink to bring water into the kitchen and sink. But I live alone, so it’s not like I cook every day. But he changed his mind even though he has said he broke it and I sympathized with him. I said that it’s still broken and I’ve never put a wrench to it.

He told me to see a little knot and that if he would write them in, AHS would cover it. But they’re not going to cover it because the knot has been cinched off. I was looking at it and said that somebody put wrenches to it. It tore at the very knot or these little things that make it rotate. It was seared off. It was broken. He tried but this was wear and tear and that was what I read on the warranty. The base of the faucet was loose, but it was never been about the base. But still, he didn’t do it. He went back, waited three weeks with me calling AHS begging to call them at Roto-Rooter, and talked to the office manager.

They didn’t mention that the faucet was fossilized. They only looked at the base of the faucet. I have the pictures and the faucet. I also have a witness and I told AHS that I know these are women who answered the phone. I wasn’t rude because I’ve been with them all 12 years. I’ve had two houses with them and now back down to one. But the thing is, the woman kept saying that it was finalized. So I asked to speak to her supervisor but she said that the supervisor was busy. And so I told her to please have the supervisor call me.

Right now, I’m dissatisfied with my experience with AHS. This faucet thing is a frozen faucet. That’s all it is. AHS cares, although some of the comments I read about them were awful. I haven’t been contacted by mediation or a supervisor and that’s not good. Overall, American Home Shield has been good. But I hope they rectify my situation because I’d be so disappointed.

I submitted the claim online. Then I got a message saying the contracting company would contact me within 24 hours. But I was off the next day, so I reached out to them myself to see when they could come out and they were there the next day. The techs were very nice and helpful. They told me what was going on and they were able to fix all the problems. They did a good job and everything is working good now. My experience with American Home Shield and with the electrical company were both very positive.

American Home Shield assigned the claim to another contractor and W.L. Brady reached out to me within an hour of me getting off the phone with American Home Shield. They scheduled a service visit for two days later and showed up on time. They fixed the problem and radiator is working fine now. When it was broken, it was a huge inconvenience because while we had no heat in a bathroom upstairs, one of the pipes broke. We've lived in this house for years, and we've never had a pipe freeze so that was something.

But my wait times when I call in to speak to customer service vary from one hour to two and a half hours and I don't know what American Home Shield needs to do, whether it's as simple as hiring and training some more people. But other than that, I like the service and the ability to know I'm protected on the cost of repairs for things around the house. I'm satisfied with them and I would recommend them to a friend.

Their expenses are minimal and they are responsive. They got great vendors and I feel that the vendors themselves feel the service that they provide are important to the consumers. Overall, I think AHS made us a dream and I connected three other people to them. I told them that it made sense economically. Things in the homes are going to go out. And they're going to be paying $4,000 because people tell you that you need to replace the unit through them but most of the time, they just need to be serviced. My daughter was told she had to pay about $6,000 for one of her units and when I told her about AHS, she went to them then they fixed it and she paid $75.

The process of submitting claims online is very easy and very good. Everything is flawless there, but the phone system is horrendous. It takes 45 minutes just for someone to come on the phone and talk to you. It’s a long wait. But once you've gotten on the phone with someone, they generally try to help you out, and they're very nice on the phone and they try to give you options.

American Home Shield provides a very good service when they give customers options to select a few items that the customer that will be using. But they probably can do better by having somebody answering the phone a little bit quicker than 45 minutes. Most people don’t have 45 minutes. Even though I placed my order online, I needed to talk to them sometimes. For my garbage disposal, the person told me that I called in on a Wednesday. I processed the thing on a Wednesday. They wouldn't be able to come out until the next Wednesday. It's my garbage disposal and I had to wait for seven days, so I finally canceled it out and tried to fix it myself, which I ended up doing. They would need to have more than one vendor that is able to meet things that are kind of critical for a client to be taken care of. Other than that, I've already referred them to four other people. We are sales agents as well, so I also use them for my clients.

If I ever have the need to have plumbing I would tell AHS I do not want it with that company. But since they unclogged the drain it has been fine.The only other thing is I had an issue with one of the toilets that kept running. And so the gentleman came out and said he thought he had fixed it. It still continued to run. And so he said he would have to get authorization for him to do whatever something about the pressure was too high or something. And I had to pay another $75.

I was really disappointed. My husband has always fixed anything that happens around the house but he has been diagnosed with dementia and he can't do that stuff anymore and my son's busy and that was why I got the insurance. I almost quit it because of that other $75. And the fact is I pay for three policies. We have a rent house, our home and my son manages the rent house. So I bought a policy for his home also. It's not as if we're just a little fly-by-night. I know the scheme of things but still we had three policies with them.

I had an electrician that they had sent out in the past to look at some faulty outlets and switches. That contractor spent over two hours pulling plates, looking at wires, taking pictures, and documenting. But apparently, their bid came in a little high, and so, AHS sent out another company. The other company that came next wasn’t here for more than 20 minutes. They never took notes, never pulled a plate, and then they told AHS that I needed three switches and a couple of outlets. Then, AHS said that they would use that company. I had the right to refuse and so I told AHS that I would just take cash and pay the rest, which was a lot out of my pocket. I knew I was going to end up paying big time. But then, I felt safe with my family that all of it was taken care of.

The dispatch people did switch boarding. Sometimes, after two hours, they’ll drop me off, or I’ll be in the middle of a conversation explaining my situation of what repair I needed, and they’ll drop me, and then I have to start all over again. I have had several companies that AHS sent out through the years. As a firefighter, I become aggressive. Although I’m very polite, I don’t take no for an answer. I hooked my son-in-law, Doug, up with them. He’s a doctor and he’s more compassionate and more soft-spoken. And he dropped them the first time. He had to wait on the phone over an hour and had issues with them. He went with another company, and he told me that there are other companies out there that are good and cheaper. AHS is not cheap and I expected the best of the best from them.

My wife and I had used AHS quite a bit in 2017, and it had been a damn battle. There was a company that I had to fight with to get them out here, and then AHS had sent them out here. Sears came out and said that my door boot was bad, as well as the washing machine and my thermostat. Also, I can literally fry an egg on the top of my dryer, and that was a fire hazard. And so, Sears reported to AHS, and then AHS sent another company out here probably because of the cost. The next company was great. Our clothes were coming out stinky since that boot was holding all that water, and Rob, the technician who came out here, was very professional and he fixed the thermostat. However, this was the third time AHS has had to have a technician work on the washer/dryer.

When the ice maker on our refrigerator went out, AHS sent multiple people out to try to fix it and a couple other companies were duplicates, wherein the technicians tried to figure out why the ice maker wasn’t making ice. They finally told me that the cost of the four technicians that AHS had sent out could’ve bought me a new refrigerator. And then finally, AHS told me how much they were going to give me, which was a joke. They told me to buy a new refrigerator because none of the technicians could figure out the ice maker.

I realized by reading the contract that AHS looks at years, and wear and tear. And then they figure out a dollar figure. But I have learned from talking to supervisors and people at AHS that they lowball everything. By the time we ended up buying a similar refrigerator that had a working ice maker, we put out almost $1000 out of our pocket. So, that was really lowballing. Obviously, we needed a refrigerator and we were appreciative that we got something back from AHS. But the fees have gone up each time a technician came out. It was not like what it used to be.

I bought the best of the best warranty and I’m paying the premium. And I can’t see buying part of AHS if I need something else fixed. With the AC, AHS found that it was still under warranty. So, the company that AHS contracted has been waiting for this part. And now, we’re going on over three months. I’ve been out of the country for 21 days, got back and called them. They said that the part was in the warehouse and that they’ve been calling us to pick it up. Also, they said that they were going to need a dry day to do the job. And so we put a day on the calendar.

I’m very experienced with AHS and one of the supervisors told me that she was working with a new person. And I even heard her tell that person to document what’s going on. Come to find out that the person didn’t document the conversation and that became a month-long battle with AHS to get the job done. There were so many people that work there and my mistake was that I didn’t write that person’s name down, and I should’ve because I was so frustrated at that time. And because of that, AHS kept giving me the runaround.

Also, my hardwood floors are imported from Canada. They’re all from old growth trees and we don’t even let the grandkids in here with their shoes on. And I have to very seldom ask the contractors to have footies. They have them in their back pocket. They slip them on and they come in. Over the years, I kept a lot of technicians but there was one technician who said no. I was sitting there, reading the newspaper when that technician pulled up. I could tell just by the way he got out of his truck that he didn’t want to be here. He didn’t want to put his footies on. I asked him if he has footies and he said that if I was going to make him go back out and get them, then he’ll have to put them on. He was a jerk, and I let AHS know that. I told them that I’m not using that company and wouldn’t let that technician in my house. AHS needs to wake up.

The claim prior to that, the washer had a leak. And it was the same thing - the guy needed the part, came out, and my wife said he knew what he was doing and got the part and fixed it. I have promoted AHS a few times. Last night I was talking to one of my neighbors about American Home Shield and what I did and how pleased we were because she just spent 15 grand on air conditioners.

On the 3rd of April my husband called AHS, they placed a call to the company and the company "claims" that the part was damaged and they had to send it back. On April 6th a guy contacted my husband and reached out to Intertech again. At this point Intertech states the part will be in no later than Monday which was the 9th. It is now the 11th. The refrigerator has completely gone out. We are having to spend money that we do not have on eating out, because we can't buy groceries. The entire situation has left a very bad taste in our mouth. Not to mention I called and requested to speak to a supervisor also on the 6th and to this date no one has attempted to contact me.

I called back on yesterday April 10th and was on the line a total of 2 hrs JUST TRYING TO GET A SUPERVISOR!!! I was transferred around 3 times. The 3rd person took my information and claimed once again that I would get a call from the person that handles the account with Intertech. That was now 24hrs ago... no call. Now the time frame with Intertech has turned into next Monday. No one is considering the fact that at this point we do not have a refrigerator. If this is how you treat loyal customers that has told every homeowner that they know about getting the insurance with you guys, I'd hate to see how you treat your enemies. At this point we are just waiting on this nightmare to end and for our contract to be up. AHS contracts this company out not us, and they aren't taking responsibility. At this point the refrigerator should have been replaced. I have never encountered such bad service with a company. Giving 1 star was being generous.

Upon contacting AHS multiple times over a 2 week period it became apparent they use the cheapest unreliable contractors in the hopes of saving money. Try asking AHS for a supervisor or someone else that can help and you will receive 1 of 2 responses, "They are all in a meeting today," "They are unavailable at the moment," followed by "I will request that they give you a call." They will not call and they will blame their phone system on dropping calls when you push to have someone actually help make sure your work order gets completed correctly. There are plenty of home warranty companies out there and I wish I had never switched to AHS. If you use AHS pray you get a competent contractor to fix your issue but it doesn't seem worth the risk when you can pay the same amount for a different warranty company.

According to the contractor; no tracking number has been made available after repeated inquiries. Additionally, he has been given various delivery dates of which none have been met. Even today, AHS claimed the part had been reordered (today)... and will take another two weeks to be delivered. With the exception of China... mail never takes 8 days to get to our home. BTW, we were charged and had to pay our portion of AHS's bill immediately. We've made five calls to AHS on this matter. Overall, their customer service is not helpful, and their ability to honor the terms of our warranty... at best is questionable. I would NOT recommend this company.

I ask him to at least turn on the unit and test it. He turns the unit on and the unit starts to fill and leak. He notices that the unit is not draining. He has no Shop-Vac to collect the water or any tools to diagnose the issue. He states the unit must be removed to be diagnosed. He looks under the unit and sees a waterline that goes through the bottom of the unit. He then says he can't remove the unit because of the water line "That's not covered". He tells me I must contact AHS to contact a plumber to remove the water line to get access to remove the dishwasher.

I call AHS and they transfer the service call to a plumber. They say I can contact the plumber directly to set up the appointment. I call the plumber and before he even goes out to the property he tells me over the phone "That's not covered." I call back AHS and they tell me a tech cannot say what is and is not covered. I explain my worries that the plumber will ultimately give a report saying the item is not covered and that I would like a different plumber. AHS refuses and 4 days later sends the plumber out. The plumber is there for only a few minutes and calls AHS to say "That's not covered". AHS calls me and tells me "That's not covered".

First they say it's not covered because there is nothing wrong with the plumbing line and I need to refer to my contract. I 3-way call with the dishwasher repair and AHS. Desk clerk at appliance repair states that there is an access issue. I ask the appliance repair representative if it is customary for a dishwasher to be installed with a water line running through it. He says no. I ask if it was incorrectly installed and he states that the waterline was incorrectly installed. AHS responds that even though the waterline is incorrectly installed they will not remove it because the waterline is functioning properly.

AHS states that incorrectly installed items are only replaced if they fail. They state the dishwasher was incorrectly installed, the waterline was. The two items were installed at the same time, but AHS classifies the water line as a separate system. I read my full contract and the contract states that for appliances "AHS will pay up to three thousand dollars ($3,000) per Covered Item malfunction for access, diagnosis, and repair/replacement of any covered Appliance." AHS then states that the waterline that prevents access to remove the dishwasher is not the same kind of access that is covered. They cannot define what "Access" to an appliance is.

AHS then states that a different section of the contract states that AHS is not liable for "Providing or closing access to covered items or costs of construction, carpentry, or other modifications necessary to remove, relocate, or install equipment.” AHS fails to mention that this section of the contract is preceded by the statement "Except as otherwise specified in this contract, AHS is not responsible or liable for."

The appliance section of the contract specifies that access is covered, therefore the section of the contract that AHS quoted for the denial does not pertain to appliances because the appliance section [otherwise specifies] that access is covered. I was then transferred between departments for over an hour and will now have to file an arbitration claim. AHS is like many other scrupulous insurance providers that love collecting premiums, but will fight tooth and nail to pay out their contractual obligation on a claim.

There were also some issues with the customer service rep at AHS. He was being argumentative and not really helpful. That person can't make certain decisions or just keep wanting to pass me back on to the technician. Also, they were supposed to contact me back which they did not. The service technician that came out ended up having this additional little heater part that went in and hopefully it has finally fixed the problem. The contractor was wonderful. I called them again and let them know because it was the same company that had kept coming out about six times in the last two years. I had told them the same problem, so they sent a senior technician this time and maybe that made the difference.

He went down and found it was a circulator pump and a switch. He replaced it and it was excellent. He was very knowledgeable about the boiler system that I have and he even made recommendations if I ever want to replace it with a better boiler. The guys that I usually used were called Blue Sky and they were very knowledgeable too but it was a hit and miss on who they sent out. One guy they sent out didn’t know what he was doing and another guy knew what he was doing but gave me some wrong information and it almost cost me about $6000. The people that American Home Shield sent out were much better. I had AHS when I was in Florida and they were very good there too.

For people who don’t have significant funds set aside to do repairs, having a home warranty would help them offset those costs. I would encourage them to research their options. But I would also say that I have American Home Shield on two different properties and I plan on renewing those contracts when they come up for renewal.