American Home Shield Reviews

I had recently filed a claim for plumbing and it was the only the first time American Home Shield has ever sent somebody the next day. The guy they sent was great, but that was rare to me. On the other hand, it took them six different vendors to come out and four months to finally agree to replace my mom’s refrigerator. They would fix it and it would work for one day. That was crazy. My mom was out of fridge for a while. Also, one vendor will come out and say a thing needs to be replaced and another would say it would not be replaced. And then, I have to wait American Home Shield for three months to get things replaced. That’s a danger and a hazard towards us. In addition, my mom has a really nice apartment and I’m paying out of pocket over a $1000 for some electrical work there even though it’s covered. I don't trust AHS to send in a good vendor.

My boyfriend has a bunch of rental properties and he has a bunch of bad things to say about AHS. We have a week in our bathtub upstairs and he doesn’t even want to use American Home Shield because it's our primary residence, the fixture for the tub is really expensive, and not all of their vendors are great. He'd rather pay out of pocket because he doesn't need some schmoe coming in and making a mess out of a very expensive item. Lastly, I put our primary residence in Roger’s name. Now, my five properties are in his name now. They are a mess and it is really disorganized. I never want to spend a time waiting an hour to call in and every time I have to talk to them, I’ve asked them to change it, but it doesn’t seem to get changed. American Home Shield is awful in general but they’re the only one in town.

When there was a clog in the kitchen drain, I used the website to submit the claim and that has always worked fairly well for me. They called less than a day later. It was at a time when there was a lot of water main breaks in our area because of the weather, and the woman who scheduled my appointment went to some concern to make sure the technicians could get there quickly so I was happy. The technicians came about a day later and they were really nice. They came in, did the repair and moved on. They cleaned up and all is well. It was quick and easy. Before the repair, I couldn't use the kitchen but now that it’s repaired, everything is fine and all is good.

We had the same contractor four times and I had to leave from work four times. The first time, they fixed one problem and then that went out. And then they came back and identified that in fact that had gone out and that they had to get the next thing which I believe he already knew that it has gone out. And then they didn’t order it right away so it’s a terrible day to come in and this was in a dead of winter so it’s very cold. It could have been slightly more efficient by identifying all the problems and letting me know that if this breaks and that happens, then we should go with this right away. There could have been probably a little bit more proactive work done to get us the number of visits down. But overall, the contractor was friendly. For what you pay and what you get, American Home Shield is probably about on par.

While they were a nice company to deal with, the contractors sent by American is different every time. They don’t send the same person out twice. The last one who came was very professional. He was very good at his job and he didn't try to sell me all sorts of other things. He did what I needed. In addition, he told me that there were a couple of things up in my attic that needed looking after. But it was just something that he wanted me to know about more than anything else. Other than that, it's very difficult to get hold of a person at American Home Shield. One time, I waited for three hours to get hold of a person on a computer. They said it was only going to be half an hour and so, I thought I can wait that long since I needed to get something fixed. Then, in an hour they came on, only to tell me that they're switching me over to the people who will be taking care of me. The wait will be another hour.

So I ended up waiting for over two hours and when I finally got hold of a person, that rep told me not to do it online because they would never accept that claim. However, their service is always awesome and it's immediate. In general, I'm always grateful that I've got that coverage from American Home Shield. It's something that I never let to lapse. Additionally, I would tell somebody to be sure to talk to a person and have lots of time to wait. While something has to be done about their system, their service is tremendous and it's reasonable.

In addition, a lot of the other contractors were not so great, and I submitted quite a bit of an information about some of the contractors that they had come out working on HVAC. The last issue was some pin was uncapped and the air-conditioning Freon escaped so I called my people and have them take a look at it. We simply needed more Freon and the pin needed to be capped but American Home Shield wanted us to get a whole new system. Enough is enough and I would not recommend them. Save your money because the contractors in our area aren’t that good. If AHS could ensure that they had better quality contractors, that would be a lot better service for us.

Getting a home warranty is a very valuable option because I don’t have to pay the full price to get things done. I can just make arrangements with AHS and they send someone out. I would recommend them to others, but I’d also tell them to check around to find out if they can find somebody cheaper because I noticed that AHS' prices went up. I’ve also been contacted by some more companies that are less expensive as American Home Shield and I haven’t made up my mind yet whether I’m going to change.

Also, there was an issue over the summer where I had water coming down my ceiling as a result of negligence in previous calls that I made to indicate that there was an issue with my air conditioning. Their service records would show how many times I would call giving little bandage and fixes on the problem and then ultimately, having to deal with the water damage, I had to pay out of pocket. I got the situation repaired, but not without extra headache. Whereas, if I had called my own technician, I would have gotten a resolution a lot faster versus paying $75 to somebody who simply wanted to put a band-aid on it.

The upside recently was they replaced the compressor part on my air conditioning which was going to be a relatively bigger expense. But it was days before the actual technician came out and I was without air conditioning with four kids in the house. So, there was a trade-off. I would get the service that I pay for, but in the end, many times with American Home Shield, it's like a cost-benefit analysis. So, it has been a pleasant experience, but in the end, if I soak in x-amount of dollars and I expect the x-type of service, it doesn't always pay them out.

Until such time that there's really egregious behavior from the representatives, then I'm going to continue to pay the service fee and the monthly fee. I'm always on the fence every single year about whether I want to go with American Home Shield or go another route. It's just that I soaked enough money into it that I'd like to get something more substantial out of it.

When we had a service at my Brookworth home, the occupants there said that they paid the $75 but AHS said that the payment wasn’t made. So I called them to rectify it and I went back and forth trying to get it solved. Ultimately, I paid the $75 again just to stop it. I have another landlady there that submitted payment but it was rejected. Then it went back and was rejected again. Finally, we got a reference number to fix it but then, it still came back. And AHS said it wasn't paid, so I went ahead and paid it myself. The landlady said that she’s going to try to get the documentation saying she paid it back in March and that the issue happened because AHS’ system was down in May.

So later, when the dishwasher was backed up in my personal home, I submitted my claim online so I wouldn’t have to go through all that. However, nobody came after about a week. So, I called them up to ask for some assistance. I had to wait about an hour and 20 minutes to get through which was crazy long. Then, the rep I talked to said that they were still working on it so I let them continue with that. After three days, somebody finally came out. I paid the $75 but he said that the problem was with the hose to the drain that went into the garage disposal and I needed to call someone else to fix it because he couldn’t deal with that. So I called somebody else up and paid another $75. Meanwhile, I had to go on for a couple of weeks with this thing not fixed.

The people that came were fine but I could have had this whole thing fixed with one phone call on the same day versus waiting for days for a response and hours waiting on the phone to walk this through people at Home Shield. Waiting on the phone for them was incredibly burdening and their online system seemed to lag. But once I got their customer support reps, they were great.

The second people that came over were pretty good, too. They were spot on and they took care of the problem. But I found it surprising that while they came and knew what was there, they needed approval to do something so they had to call AHS first and ended up waiting out on my garage while waiting on the phone for AHS to pick up.

We had one experience though where a technician came out for another heating unit. He said that American Home Shield won't cover it because it was coming from outside my house. The whole thing didn't make any sense. It was very hard to talk to anybody on American Home Shield because it was so hard to get through. They need to get more phone support. We finally got in touch with a manager and he said that he would send someone out for a second opinion but we had to pay for it, which was fine. The second person came out and fixed the heater quickly. The heaters have been working since.

Another time, we had a dripping faucet in our bedroom but when the contractor came, it wasn't dripping. They said that they can’t do anything about it. They didn't even try to play with it or do anything. They just said, "Oh, it's not dripping. It's fine." You can't fight with them. There were some contractors that we just don't ever want coming in our house again and I don’t like that I don't have a choice to exclude them without calling as I could spend hours on hold with American Home Shield. I suggest that they keep track of who I used before and that I could choose who I want if they're available. As a whole though, I’ve had a good experience with this company. If you're patient and you don't mind waiting a few days, American Home Shield can save you money in the long run. But if you want the repair done that day, it's not the service for you.

My dad then needed electric work in his house. I submitted a claim for it online and their website was very friendly. You go in, you tell them what's wrong and they have someone contact you within 24 hours. The contractor usually calls on time and they schedule a date they can come out. They then come out and do their job. The contractor who came out for the claim did the work but had to order some part so he'd be coming back out tomorrow. I would keep AHS because they have been very helpful. You would not be sorry with AHS.

The customer service rep that I talked to at AHS was listening just to listen. She wasn't concerned about getting anything resolved. I was told that K&S Plumbing was the only service in this area that could deal with plumbing. I was persistent that I did not want to deal with K&S Plumbing anymore. And then they said that they had someone else that can service my plumbing. So, AHS was forcing K&S Plumbing on us and not giving us any options for other plumbers. It should be optional who I want to service my house if I'm not satisfied with some contractor's work.

I wasn't happy that the fact that it's been the same plumber coming here for five years and now I feel like I can't trust any of their work. I have requested AHS not to have K&S Plumbing come to our residence again if I have any issues. But, other than that, other plumbers that AHS had sent out, such as the Drain Go Plumbing, have been exceptional, very detailed and very informative. The heating service that had come out have been very good as well.

After the gas company came out, red-tagged the unit and said not to use it, I had to call American Home Shield a second time to tell them the gas company came out and said there was no leak and that it would be okay to send the technician out. And it took another good hour to get through. When you're trying to get something repaired, that's an awful long time just to discuss it. Then they said they would make it an emergency thing. But still, people didn’t show up for four days.

Another thing that irritated me was that I called the contractor and they had no idea about us. They had no work order from American Home Shield and if I hadn’t made that call, I wouldn’t have known that. I called American Home Shield back and when I finally got somebody, of course they were pointing a finger at the contractor. I’m 80 years of age and it was 48 degrees outside and 500-something in the house. We sat here for four days until finally, two men came out.

They were here for some time and they replaced some part. They informed me of everything that they were doing, asked me questions and answered my questions. They also said that the unit needed professional cleaning which was not covered by American Home Shield. I said okay so after they were done doing the repair, they brought some equipment and “professionally” cleaned the heater. I paid them out of my pocket for that. Everything is working properly now. The contractor and I had some discussion about the proper use of the heater when it's extremely cold out and what to set it at. They also emphasized that the heater should be inspected at least once a year to prevent any problem from happening.

When I called American Home Shield originally, they wanted me to pay the co-pay of $75, which I did over the phone. I gave my credit card and they said that they would not deduct it until after the repair was made, which was the way it happened. The same day the guys were working on my heater, the man across the street had his whole heater unit replaced. He paid $6,800 for his heating unit while if my unit were to be replaced, I would just have paid $75. I have mentioned American Home Shield to people when they were talking about some plumbing problems, especially for people on a fixed budget. I've had used American Home Shield for several things, and this was the only one out of seven instances where they sent somebody out to fix things and I was nowhere near pleased. But I’ve had them for three years now and they seem to be slipping.

I was going on vacation at that particular time period and the guy from A-Affordable could not come out when I needed him to so we had to wait two more weeks before he came out. When he came out he called and said, “We need to put a part in.” It turned out he wound up putting in five parts in my machine. Each time he’d put a part in, it would work for two weeks then it started doing the same thing again. I’ve called AHS after the issue and they asked me if I want to do a new order or if it is an existing one so I tell them it’s an existing order. It kept happening and I would be calling them again. I also called Samsung and asked them, “Do y’all have a recall on this machine?” But they told me they don’t. Up until December, the same guy came out from A-Affordable. The guy told AHS, “I cannot do anything for her machine. It’s broke. You need to replace it.” But AHS decided they needed a second opinion and sent N & K Appliance out.

The gentleman from N&K that came out pulled out the back of the ref. The coils in the back were freezing and he said that it was our problem. He added that the guy who did it the first time should’ve pulled it out and replaced it. He pulled it out and worked for a week and a half, then it stopped and started doing the same thing again. When he came back out on Tuesday, he asked me if it was the same problem and I answered him that it is. He came in, put his hand inside, and said, “This is it. I cannot do anything with this. I am going to go back to my office. I will report to them and within 24 hours they should call you.” But I still have not heard from them.

My issue with American Home Shield is they're not doing their job. Since August, they’ve replaced seven different parts in my machine and it’s still doing the same thing. I’ve called them but all I get is customer service and they cannot put me to somebody else. I’ve called AHS, wrote letters, and I’m still waiting for somebody to come back. I keep telling them and I’ve been very patient with these people. I’ve had to go out and buy a dorm-size refrigerator for a house of five people to keep things cold. The bad thing is they’re rated so high and supposed to be the best one out there. But I’m having issues here and I’m really considering the need to find another company. Nobody should have to go through this to get something fixed, not when my contract said that “If we cannot fix it, we will replace it” and it would be nice if they would follow through on their contract. I would tell my friends not to use them.

He goes, "Well, I've never heard of that." I said, "You got to take this little plastic top of here and dig the insulation around away from it and get a 1 and 1/15th-inch socket wrench and take this thing out. It's about 30 some inches long." He goes, "Oh, well. Let me try this." He took the little cap off, cut the insulation and the compartment where the water is awful were all rusted, corroded, and the insulation inside the water heater was soaking wet. He said, "You need a new water heater." I said, "Okay fine, get one, put it in." I then got a call from his boss from the plumbing company and told me that the cost will be $395. $200 to redo the plumbing and $195 for a new pressure release valve, which is stupid because a new water heater already has a new pressure release valve on it which is up to code.

So the girl from AHS I talked to last night for 45 minutes was supposed to contact the plumber today and see what was going on. Apparently, there was a question about the water heater itself. It was Rheem Water Heater and the contractor told me that it should be covered under Rheem's warranty since it's only two years old. She said she'll talk to the plumber. But I really don't care what they do. I'm not going to pay the plumber another $395 to install the part. She's supposed to get back with me and I haven't heard from her nor the plumber. So, I got a condo up here with no water heater in it. Thank God, we don't have a tenant in there right now.

The plumber is telling me to talk to American Home Shield about a buyout like they'll send me money and I go buy the water heater. But we don't have to do that because the heater should be under warranty with Rheems. We've had this water heater replaced a couple of times in the last 10 years. I'll just have to give them $75, they install a new water heater and it's done. The plumber they sent out didn't have a clue what he was doing. This issue has been going on for 12 days now and nothing has been resolved and I have no idea what they're doing. If AHS will send me a check for the cost of the new water heater, I'll install it myself. I'm a handyman and I've been doing this for 22 years.

Furthermore, if you go online and put in your complaint, it takes about two minutes. But if you call AHS and wait on the phone, you're on hold for 15 minutes before they answer the phone. I would tell people not to buy a contract from AHS. We're paying $425 a year. Their service was slow and from how I spoke to their rep last night I don't think the customer is in their best interest or my problem would have been taken care of first thing this morning. I would not recommend American Home Shield to anybody. I'm very dissatisfied with them.

The only thing that I do have to say is when you call in and that thing goes to the automated service, it does not understand me. I go bananas with it. I don't know whether it's my voice but it doesn’t understand me at all and sends me all over the place. Then I end up having to do it by hand anyway which is fine. I would have just preferred to do that to start with. And the same thing is on the computer. It assumes stuff that I write on the computer but it's all in the call-in. I said it was a faucet leaking and it was a callback and I couldn't get that through. The computer says that that was what it was. It assumes that I want this or this which is not the case. That gets very irritating. Finally, I got ahold of somebody somehow. I just kept pushing zero until I got somebody.

But AHS's service is great. In fact, I have been offered other services at a much greater reduced cost and I wouldn't change it because I know what they do. Also, part of our problem is that we leave in an area where we really don’t have a whole lot of choice and I was really shocked whenever I called that AHS said, "Oh yeah, we'll service that area." I was chitchatting with a nurse who lives in an area that has paved streets but she was having trouble trying to find somebody and how expensive it was and I told her to call AHS. Because it's definitely more economical. This is the way I feel about it.

I used to fix everything in my house until probably three or four years ago. Now, I'm 80 and I just physically can't do it anymore. But for me, AHS is terrific and I have $40 a month. They fix everything that's major and that's what I like. I don’t have to call 15 different people to find out that, "No, we're not going to fix it for you." They've also replaced a refrigerator two years ago because they couldn't fix it anymore. I highly recommend them.

Also, I really like the tracking the contractor part wherein it allows you to know where they are, whether in route or what not. Their contractor was very knowledgeable and he was able to give us some advice on some things as well. He was very good. We ended up repaying his services outside of AHS for some other things we wanted to do. So, that worked out well. Out toilets have been awesome since then. I recommend American Home Shield to people. We're now in our third year with them and I really love their service. And each year, it gets better and better.

I notified the refrigeration company and the serviceman was nice. I told them that I was going away on vacation so they should schedule the repair now but they couldn’t. I called them four times while I was away and left messages. But they did not return my messages even once. When I finally got someone on the phone they said that the case has been closed and that it has been fixed. But I told them that it wasn't.

Also last summer they were to replace my refrigerator but I’m not anxious to have my refrigerator replaced since I like it. A man came four times to fix the exact same thing that the people have come to fix and it did not work. So I told AHS that I don’t want the company that came here and to send me another company, which they did. That man came twice. Then the company made an appointment and never showed up. The man claims he was in a car accident. Then they finally sent another company that finally fixed it. If you look back at my refrigerator it was crazy. I went all summer with no ice and that was not acceptable. I just paid off a hundred dollars more and then I’m paying another hundred dollars to have the same exact thing fixed.

I am very disillusioned with AHS. So far nothing that they have done for me was ever fixed the first time around. It’s extremely frustrating and annoying. I've been with AHS for over a year now and it's been this way the whole time every time that something has to be fixed. I happen to be extremely busy, which is the only reason I’m still with the company. I haven't had time to look into another company. I haven't had that many things go wrong, but there’s no reason for this.

She also said that they’ve checked the heater and she was blaming all of the stuff that was wrong, like the mode, the coils, etc. She said I didn’t have a filter in it but I said I just took the filter out. She asked how long, and I said three or four days because I just took it out before I left, which was Christmas Eve. She asked how dirty it was and I said it was very dirty. After that, the person at my house called me back and told me that the contractors said they can’t fix it. I asked why and he said because I don’t have a filter so American Home Shield won't cover it. I called the contractor to ask her and she started naming all of those different things that were wrong with it. She said there was something wrong with it because there was no filter in it, and I said it was just for a few days. She said that it seemed to them as if it's been longer than a few days and American Home Shield said they won't pay if there's no filter.

They told me that they could fix my furnace for me but it was going to cost me $607 for them to fix it and that I would have to pay that plus the $75 because they came back a second time. I said I needed to call American Home Shield and I wasn’t going to have them do that at that moment. I called American Home Shield and got in touch with them the next day. I talked to the person there and she told me that the contractors had told them that there was no filter. I said that it is true because I had just taken the filter out. That girl was very nice and very helpful. She said that it was a different story and that she would call the contractors because they're telling her something different. When she called the contractors back again, the lady told her that they believe that the filter had been out longer than what I said so American Home Shield had to go by what those people said so they couldn’t fix it.

At that moment, I was a little upset because I wasn’t home and there were people at my house. I had my kids there and it was freezing in Baltimore, Maryland. My son asked me how much the contractors wanted, and I told him. He then asked how much it would cost to buy a new furnace because he was going to buy a new one. One of the people that was staying at my house said he has a friend who’s a licensed TV and air-conditioner person so I can have him look at the furnace and tell what type of furnace I have and how much it may cost to get a new one. He came down the next day to look at the furnace and he asked why the contractors didn’t fix the furnace. I said they couldn’t fix it because of all the stuff that they had been saying. He said that the stuff the contractors were telling me that was wrong wasn’t true.

He told what was going on with the furnace. He named some little motor that had gone out and he said that those motors go up all the time. It had absolutely nothing to do with my filter and they don’t even coincide. He was right. I asked how much it will cost for him to do a furnace but he said it didn’t make sense for me to pay him to do a furnace, and that I needed to call back the contractors because I have a warranty and there was no reason for them not fix it. When I called back American Home Shield, the young lady said that I am entitled to a second opinion but it had to be one of their people. She added that if they send out a different contractor and they find the same thing as the first people, then I will have to pay the service fee. I said okay and that I didn’t have a problem with that.

So, they sent out their people and they came the next day or another day. They told me what was wrong with the furnace, and what they told me was the exact same thing that the second person that I had come down had told me. The last contractor asked me why they didn’t fix my furnace the first time and I told him what the people had told me about the filter. He said it wasn’t true and that it had nothing to do with the filter. He told me about the part of the motor that went up. He told me the same thing as what the other person said and I couldn’t believe it. He said he had to put in a report and he would get the piece that he needed and then will be back to do that. He came back and everything is working fine now. I was really upset with American Home Shield but what I recognized is that it's not them and I am concerned why those first contractors would do that. It was ridiculous.

Either those people thought they were going to get more money from me or American Home Shield was trying not to pay it. I realized that it wasn’t American Home Shield trying not to pay it, but these people had to think somewhere in their mind that they could get more money by doing it themselves instead of going through American Home Shield. They were too lazy because the people at my house said they didn’t look like they came dressed to work. There's got to be a better way to qualify these contractors and what they will do. Nonetheless, I was satisfied.

My wife read that AHS was willing to replace the refrigerator with the same thing but it was going to be another few weeks. That aside, my wife was very pleased with the contractors as well as talking to people. The contractor did very well with everything that we've had repaired. Our experience in the past had been really good but it was the first time that we dealt with multiple repairs on one item and ended up replacing it.

The guy cut the piece of wallboard back and taped the hole in the garage in place. But he just walked away and left a mess all over the floor for the two great holes in the baseboard in the bathroom. I said that he got to do something about it so he called the dispatcher in Austin and the guy said, “Absolutely not. We do not fix it.” So I had to get some guy in there and paid $360 to get it all fixed. As it turned out, the leak was in the main water line in my yard, which American Home Shield wouldn’t cover so I took it as the truth that they wouldn’t do anything about the two big holes in the wall that the guy walked away from.

Then I was looking at my contract not very long ago, and it said in there that they would pay up to $1,000 to return it to a rough finish. So I filed a claim but the lady never got back to me. I waited six weeks before I contacted her again and said to her that all I wanted was whatever was fair and not the $1,000. A lady from the executive office contacted me and said that the lady I was dealing with was no longer with the company. She took over the claim and I had to send her pictures of the holes in all of the walls. She was incredible and settled it in a heartbeat. She sent me a check for $290, which I thought was very fair.

Now my walls look fine because the fellow I hired put them all back together and had to replaster and retexture. My baseboards were custom-made and he had to find somebody who could custom-make them. He found one and it took a little while to get that put together, but he did a nice job. I’ve had a lot of claims and American Home Shield has been very good to me this year. Both of my sons have them also, so as a family we’re pleased with them.

The contractor they sent was very good. Since the automated system at least gave me the name as well as the phone number of the contractor, I called them a couple of hours after. Someone in their office answered the phone promptly and the tech was out the next day. He showed up on time, was here for about 15 minutes, and took care of the issue. I had some other instances where the contractor took a week of going back and forth. One time, whoever was sent out didn't know what he was doing and couldn't repair my ice maker, which I found a little bit perplexing. It took several days before they sent somebody who knew how to repair ice maker. Then they had to order parts.

Before AHS had the automated system, they never had enough help. I would be on hold for an hour waiting to talk to somebody. The automated system relieved the issue but they did it in the cheapest way possible by giving me a computer to talk to instead of a human. But I would like to be able to talk to someone. So they solved the problem with the worst solution and they need more live agents to talk to their customers. This has led to my wife and I to discuss if we want to continue with the service. We have mixed feelings about whether it was worth the money.

The first company who came just replaced one of the boards. The new person that had come out since then said that if only one of the boards was replaced, it will cause the good one to go bad as well. The fridge ended up needing to have two service calls which was over about a 6 month period. The other board actually ended up making the other one go bad. So I had to call for another service call to have them come out. Then, David Appliance Company came out and they ordered both of the boards, one for the front and one in the back. But the one that they got for the front was a used one and it wasn't working. So we had to wait another week to get the other front circuit panel. It ended up being a two and a half week process the second time around.

If it had been a washer or dryer that was damaged, it would not have been such a big deal. But it was a fridge which is a major appliance and it took so long to fix. We ended up losing all the food in the fridge. Luckily, my insurance had food spoilage coverage, so I was able to recoup some of the loss. It took so long to even get anyone out because everyone in our area was so busy and it took almost a week just to get somebody out. We had to purchase a small mini-fridge and it was difficult because we couldn't really keep a lot of food in it. It got expensive after a while with the whole eating out situation. Plus, I didn't want to go and pay another 300 or 400 bucks for another cheap fridge. The original fridge is now working just as well, if not better than what it was. I would still recommend American Home Shield. Some of the things have been hit or miss but for the most part, they've been pretty good.

I've submitted claims to American Home Shield over the phone phone and through the website. Doing it online is easy although I hardly ever go on there. When we submitted a claim for my air conditioning, it was pretty easy. We just put it in and American Home Shield got in touch with someone and somebody came out and fixed it. The contractor was awesome and I loved him. I've only had one bad contractor come out and that was Sears Home Improvement. He had two shots but couldn’t fix the refrigerator. He even ordered the wrong part. It was horrible. I told AHS that I wanted a different contractor and finally, I found a local guy who came in, did the job and went above and beyond. The refrigerator has been working great since the repair, and he even gave me tips on how to keep it up and what to look for.

I would definitely recommend them and I already have -- I told them that AHS is very good and their price is fair. Any questions I would ask the contractors when they come out, they would willingly answer, and they would not be upset when I ask. I even guaranteed their work. I like that if any reason it is not working properly, just give them a call and they will be right back out. And they didn't charge me extra for that either.

I was not pleased with the last problem I had with my plumbing because it had to come out of my pocket. Now I also have a problem with my garage door opener and they won’t cover anything on that. But in the most recent claim I had, which was for my heating that was blowing cold air, the people they sent out to take care of the problem definitely took care of it. I was very pleased with them. The whole thing took a while because there was a miscommunication with American Home Shield and they had to run down there to get the ball rolling but eventually everything got done.

I have a great experience with Airboss. People are not always honest with AC but Airboss is always very straightforward with me, professional, in and out, and they have a great with follow up if there's ever any required. They have done many repairs here and whatever it is that they find, they repaired in a timely manner and were onto the next. When there was something that I spotted, they came back just to check that out for me. And the visit being a follow-up, I didn't have to pay the $75 fee again. I would recommend AirBoss for AC repair. I've also had great service with American Home Shield. Whenever I needed a repair done, they had been very thorough and if there were issues that needed to be resolved, they did that.

This time around, we’re trying to get the issue with the dishwasher resolved. Someone was supposed to come back and contact us first before the technicians could check on the dishwasher but at this point, no one has contacted us concerning that. I may have resolved the issue to this thing now though and maybe the credit card could be recredited because the service call was prepaid.

We've only had the two claims, and there has not been a problem in calling and requesting the service. The problem is with American Home Shield’s contracted people, whether they get the message from American Home Shield or they get the message yet they don’t follow up on it. Nevertheless, when the contractors finally get here, there is no problem in the person doing the work. Overall, American Home Shield has been a decent program.

Also with the icemaker, the contractor thought he fixed it but he didn't. So they came back out, took it out and said that they were going to order a new one. However, I haven't heard from them yet and it has been about a week since then. But other than that the contractors are usually very nice. AHS is good. They just have some issues like anybody.

They came out recently to repair a dishwasher at one of the rental properties’ and apparently, they did a good job on that and that was just a $75 payment to have them come out. The other problem with American Home Shield is when you call for something, the wait time is for an hour and a half. We sometimes just shake our heads and wonder what are we doing with this company. I would tell my friends to go shop around and see if they can get a better insurance company that might have a good deal and lower rate than American Home Shield or that they think twice about what benefit they can get from them and the high cost of the premium and consider whether it's really worth it. Maybe they'd be better off getting their own plumber, electrician or repair person and have them on hand to call them to repair things than to pay the premiums for American Home Shield. Generally, we've been very unhappy with American Home Shield.

We didn’t want a gas situation so I talked to American Home Shield and the lady I spoke to give me a second option. I could find my own plumber, water heater replacement person and then they would give me $1194 some odd cents cash in lieu of them doing the repair. I called seven different people and got seven different estimates on a tankless water heater. I did the research on the unit to make sure it would be something that was worthy and that would have a warranty with it as well. We picked the place to go with. And then we would have to send in a paid invoice from the plumber.

I also included a copy of the check that I wrote to the plumber, a copy of the permit we had filed with the county and that included the signature from the inspector who came by and signed off on that permit to make sure everything was good. There were four pages that I faxed over on Friday at approximately 2:30 in the afternoon.

I recommend American Home Shield. They do what they say they’re going to do but you got to jump through a lot of flip and hoops to make it happen. When we had our refrigerator replaced, they had sent somebody 20 times to try to fix it before they replaced it. That means taking all the food out of the refrigerator and the freezer 20 times and then putting it back. I understand that they have to have the second opinion, they tried to replace the ice makers and that didn’t work. And then they have someone come out and check somebody else’s work on the ice makers to make sure they were installed okay. That took about six months for me to get my replacement refrigerator.

It didn’t use to be this bad because we’ve been with American Home Shield for 20 years. It’s a good thing that I’m a patient person. I just didn’t like the whole thing that they were going to replace a dangerous water heater with a dangerous water heater. But I know that they are following policy and I understand that. I live with my mother and daughter and I can’t put my family at risk.

But I had a good experience with the young man. He stayed to make sure everything was right after he did it so I thought he was very good. He knew what to do. The technicians came when they were supposed to. They had done work for me before and I had a good experience. There have been some things that I haven’t been happy with over the time that I’ve had AHS but for the most part it's been pretty good. There were a couple of things concerning my garage door opener and the spring and certain things that were covered and certain things weren’t covered. So there were a few issues but it was done. The experiences with the appliances have been good. AHS is a good company. I had Sears originally years ago and a friend told me about AHS and it has been a good experience and I would recommend it to somebody else or some of my other friends.

With the new process of paying it right when you put in the order I don't know how the payment goes. It doesn't seem like we get the call from technicians as quickly as we should. During the first time, we never got a call from the service person so we figured everything was fine. We just cancelled it. And then my husband called to find out what happened with that payment. Instead of getting credit online, they mailed a check out. I wish they would not make us wait for the check in the mail. Other than that I'm satisfied with American Home Shield.

They sent out two guys and they checked out the heat pump and everything else to make sure that everything was all right. Then, they checked the inside. That's when they informed me that the fuse blew up. They were friendly and professional. They knew what they were doing and went through each checklist to make sure they didn't miss anything. The unit is now working great. American Home Shield is an excellent company. I've been with them for a while now and I've never had any problems. They get in touch with you right away and they explain everything to you. Their price is reasonable as well. And I will recommend them highly.

My most recent claim was a plumbing claim. I had some faucets that were loose and leaking and I submitted an AHS claim on their website. The navigation is pretty easy and it has gotten a little bit better in the last year. Within a couple of days, I had gotten them fixed. There are two things they can improve though. One, the phone wait time with American Home Shield is horrific. It's usually half hour to an hour to get in communication with someone. The only other thing is, although the $75 fee seems fair, if you submit a claim and then a day later, another claim comes up that makes sense with the original one, you have to pay a second fee to initiate a second visit as opposed to just rolling them into the same claim when it makes sense. That aside, the technicians sent by AHS have also been professional, timely and clean. They've had good communication also.

I would tell others to strongly consider AHS especially if they're purchasing a home that's older. It's ended up saving us thousands of dollars. There's also a peace of mind, especially with an older home, that if something's failing or going to fail, then most likely it's something that's covered. We've had everything from plumbing to electrical, as well as something with our septic system and appliances that they've covered and helped out with. So those have been good and there's a smaller out of pocket fee.

I’ve had good experience with the work performed by their contractors but I've had two contractors I would not use but it’s nothing unusual. With any contractor they had people working for them and they're not with the same people all the time. Sometimes you get a good one, sometimes you get a bad one. I’ve been with American Home Shield for five years and for the most part my experience has been good. Sometimes it took a little longer than I'd hope to have somebody come out but all the time it ends okay. They wind up fixing the piece. American Home is not perfect but it's great.

In conversations, I would hear people complaining saying that certain appliances went out in their home and they have to spend all this money to get it fixed. So I just tell them about American Home Shield, how it works, all the options as far as deductibles and payments and "I got some people here," that just kind of sounds like a no-brainer. I've recommended it to a lot of people.

My husband and I are retired senior citizens and it is very convenient whenever AHS sets the day for a contractor to come. I'm so glad that I heard about American Home Shield because repairs could have been a lot of money out of my pocket. Before the fridge, I had my Jenn-Air stove that AHS gave me a whole new replacement for. I’ve had AHS since March of last year and this company is the best thing you can ask for. You can't go wrong with them.

The company they sent, Golden Appliance Repair, was great. The guy came out and he was personal with my kids. I have two little boys who wanted to help with everything. They put their tools over the top of them. He was personable with the family as well and cleaned up after himself. Moreover, once I showed him where our breaker box was he took care of what he needed and I didn’t feel like I have to keep going back to him. Previously we had a different home warranty company and I’ve been pleased with American Home Shield since I’ve been able to personalize my plan a little bit. They allow me to choose up to 10 appliances to be covered instead of everything, which is good for us because we wanted only certain things to be covered.

I called up American Home Shield and their rep put me on hold. She was gone for a few minutes and she came back and told me that she has told the contractor that somebody needs to be out before 6:00 AM tomorrow. She said that the tech is going to come out tomorrow morning and I should expect a call. I was at work when I called and about two hours later, I got a phone call from the tech and he asked if somebody will be home and that they were on their way. I told him that I'll leave work and meet them at my house. When I pulled up at the front of my house, the techs were on my porch knocking on the door.

When they first came in and they turned on my heat, they found out that I have a boiler system. One of the two techs told me that they know how to do it but they have dedicated people to do different systems. However, he told me that they'll take a look because they can't leave me in the cold. They went downstairs, got a part off their truck and kept tinkering down there until they got it to work. Th whole experience was really incredible and it wasn't even close to 24 hours. I love American Home Shield and I've called them before on other things. I used to be a realtor years ago in California and I wouldn’t sell a house without American Home Shield warranty for at least one year with my clients. Even when I bought my own home, I had purchased it for myself and I kept renewing it. I have nothing but wonderful things to say about them because they are truly awesome. Don't live without them. You have to have them on your house.

But after that, I still had a couple of issues. It was making a sound and it was almost a high squeal. They came out and adjusted the belt and although it was not as bad, it still made the noise. I called them back and they said they would get somebody out as soon as they could. I said I knew that they were busy and I understood. I had heat so they could take the people who don't have heat first. I just wanted it to be noticed. Nonetheless, I got a call at work the next day. They had somebody in the area and they wanted to know if someone was home. I said no but that I could be there in a half hour. Luckily, I was standing in my boss' office and he heard me talking to them. He told me to go so I told the contractor that I could be there in 15 minutes. They showed up and fixed the problem, and I haven't had any problems since. It was a good experience that time.

But I have had a bad experience with a contractor from American Home Shield before. But When I called them and expressed my concern, they sent someone else back out. Plus when I called American Home Shield again, they said that the contractor was no longer working for them. They apologized and they said they've had some complaints of people feeling the same way and it only took one for them to get rid of him. They said that if they contract someone, they should be trustworthy. They've done really well and I've had a good relationship with American Home Shield.

I've had American Home Shield since I bought this house and I've never let it lapse because you never know when something's going to happen. It may be years and I may not use it but home warranty is just like car insurance. You may not need it all the time, but when you need it, you need it. I don't have $1000 or $600 sitting somewhere, and the motor for my furnace was $600. Wouldn't it be cheaper to replace it? But no, if they can repair it, that's what they would do. And that was fine. Paying $10 for a motor is all right with me as I got heat.

Besides, one time, the washer was dripping water and the dryer had a little crack in the tub. I called and they came out. Even though it was a front loader, they said it was outdated and they couldn't repair it. They scheduled a date for for somebody to bring me another pair out. That was funny to me. The washer and the dryer were newer but they couldn't repair them. But something that was old, they could actually repair. My furnace is called an Armstrong, built in the 70s and still going strong. The motor cost $600 but still going strong. Back in the day, they built things to last. Whereas something in the early 2000s, you can't repair it. Overall, I've had a great experience with American Home Shield.

We've been great with American Home Shield. The only thing I do have a problem is that they don't refer the same people that had previously done the work. Right now, we have a thing with our refrigerator. We filed a claim and they were supposed to send somebody out. They're coming on Friday but we haven't heard what time they're going to be here. That really confined us to staying home all day and changing our doctor's appointment because we have to wait for them.

Before, you could put in a claim and they'll say, "This is the day they got. Is this time available for you?" They were here on time like the ones that put in the air conditioner who called after they got notified and they were here that same day. Now, it seems like they are going further out instead of getting some people that are a little bit more local that have done work for them. That's a lot easier than having to wait. Also, nobody calls like they used to and set up the appointments. Other than that, we've been happy with American Home Shield. They are the best investment that anybody can get.

However, I think American Home Shield’s website is horrible. I could not access it through my computer, and I had to call every single time I need any service. The website says it can't find the URL, and it will not allow me to enter a claim. I've tried multiple times, but once I log in, it's very poor. Also, a lot of things can be prevented through preventative maintenance that usually the homeowner will pay for, and yet with American Home Shield, you don’t get any of that information unless the product is broken, and by that time, it's no help for us. I feel that American Home Shield could do better if they could tell us the companies that they have service contracts with, so these contractors could come out and do preventative maintenance. And then, if anything was wrong, these contractors could contact American Home Shield.

Take for instance the heater and the air conditioning unit. Every year, we have a different company come in and do preventative maintenance and service those to clean them out and make sure everything is okay, but I don't know if that company would be one of those that American Home Shield would use if something went wrong. I would prefer to use a company that they have already vetted so that I'm sure I'm getting the best service possible.

I also had electrical companies come out. The first one came to check my track lighting. The guy was very proactive and he did a great job. He was very concerned, like, “This is what we have to check and we’ll find out what’s going on.” When he found out, he told me that he would contact AHS right away to find out what my options are. He took the time to make sure everything was understood and everything like that. The next one, however, was not as great. He came out for the washer and dryer. I told him, “I have a stackable washer and dryer. So, before you get here, you may need help.” He came by himself and told me that he was not moving the unit. That was not the right attitude. But he was able to tell me the problem and the issue was resolved and I never had it again.

I love American Home Shield's service but their billing system is messed up. I have prepaid a bill, because I paid it when I placed the order. For some reason, they kept sending me texts, as well as physical bills, saying that I was in arrears. When I finally called them, they saw that I actually paid it. One person told me that they were going to straighten it out. Well, they did not. I had to call back a second time. The lady told me, “I see. Well, they didn’t close it out. That’s why you kept getting these bills.” That’s where the issue came in. The nice thing is that me having a credit card ended up being shown on the file with them. By prepaying them, that covered it, so there’s no question if it doesn't show anything on file.

The first person I talked to didn't understand my problem and my frustration when she told me, “Why don’t you just pay your bill?” I did pay my bill. I kept going back and forth, sort of haggling with her, and she spoke with a supervisor. They got involved, and that’s when they got it resolved. They found out. The second one was very proactive and immediately jumped into action and told me that she sees there's a problem. I explained to her it’s my second time calling. She said, “Let me just look at this right away and get this resolved immediately for you and go from there.”

There’s always going to be good and bad in anything, and sometimes you’re going to have to deal with the bad when you’re dealing with the good. Right now, I’ve already got four or five people that I have already got to go to join American Home Shield because of my experiences, and they’re all in love with it as well. Do you want peace of mind? Do you want to have someone who will have your back when you really need someone? You need American Home Shield. You don’t have to worry about how much it’s going to cost because the cost factor is like an insurance policy that’s like your health or medical insurance. It’s also difficult searching Yelp or anything else to find out who’s the best contractor out there.

I recently filed a claim with them for my cooktop because the electric igniters on it were faulty. They wouldn’t stop clicking, so I had to unplug the cooktop. Then I would have to use a fire starter to light them. First, I went online and submitted a claim with American Home Shield. Then I called because this is the second time I had this exact same problem and I wanted to find out if there was a warranty involved. The claims rep said that their whole system was down and she couldn’t check anything for me. She also said that they would get back to me but they never did.

Then they submitted the claim to the contractor and the tech called me to set up an appointment. Two weeks later, which is a long time, I was able to meet him. He was great. He was the same man who fixed the cooktop the last time and he was very professional and efficient. I couldn’t have asked for a better service. But on one occasion after the repair, the igniters started to do a little clicking again. I'm so sick of it and I’m ready to throw the cooktop out the door. It’s a Jenn Air, so you would think it would be quality. But the aftermarket parts they were putting in it were just awful.

But AHS also have a limited number of vendors so that kind of limits who comes out and sometimes I’ve had occasions where they’ve had to come out quite a few times on an appliance. But for the most part I’ve had a good experience with AHS. You just have to make sure you're there when vendors come so that you can ask questions and make sure that everything they’re doing is what they’re being paid to do.

The contractors are usually very professional and very nice when they get here. But the problem is American Home Shield getting them here. There are contractors who don't call or come after the claim was made, so another thing that American Home Shield needs to have is an online request to follow up or call somebody else. One should be able to put online that the contractors didn't come or they tell that they can't come. Because if the contractors don't come, I have to call and that's another 45-minute to an hour and a half wait. Once the situation is resolved, then I don't have to be on the phone. Also, if there's a problem with a service contractor and it's escalated to another level then one should be able to go online and respond online, rather than having to call in. After I call, they'll tell that they'll call back anyway.

Three or four claims with American Home Shield have all been pretty smooth. However, there have been some less than lovely plumbers in the past, but the one that we just got, Diamond Plumbing, was amazing. I even went to Google and gave them a 5-star review. It’s funny because when I went on to do that, they had some bad reviews. And I thought, “Well, this is the best plumber I’ve ever had. He was super clean.” Snaking a drain can get messy because they have to bring in that machine that sometimes spits oil in places. I’ve had some nasty plumbers. They were physically gross, smelly, or they leave a mess. These guys sent by AHS, on the other hand, were here quickly, and they were clean, nice, and they smelled good like laundry detergent. Since the repair, the sink has been great. I'd tell people who want to make sure they have insurance to do it. We signed up with American Home Shield because a friend told us that in 2014.

I was on the phone with one of the AHS rep and I told the plumber to speak to the rep, and he spoke to him and explained what was happening and the rep told the plumber to correct it, which he did. So that was corrected right away. My home insurance asked me for itemized invoice of what the plumbers did so I'm now waiting for the first plumber to send me the details. Two weeks after, I still haven't received it. My insurance talked to the plumber and they said they'll mail it, but I never got it. Apparently, it was never mailed. I called AHS back and spoke to someone and he said I could be cashed out. I said I'll take the cash out but I'm still waiting to get a plumber to replace the one I have because I'm looking for a detail of what the cost will be because that was what my home insurance is asking for.

I'm certainly not impressed with American Home Shield. The first that I was told is that I can get my own plumber. And not only that, the replacement cost to me doesn't cover what I have to pay. I've been paying for years and I never had anything with the water heater or anything like that. And now, I'm still looking to find twice as much as what they are offering or more to have it replaced. So to me, that is not acceptable at all. This thing happened on January 2nd. I was in the hospital, my husband had a heart attack. And the call lets me get home quickly because water was coming out of the house. And since then, I've been dealing with this problem.

Nevertheless, it’s good to have the insurance in case there’s a big repair. But for the little repairs, I’m not saving much. They might want to reassess their call fee. If you have something repaired and the total bill is $150, but we have to pay a $100 of it, what exactly are we saving? Because if we took that monthly fee from American Home Shield and added it to our $100 copay, we would have been able to cover the repair. They should have it to where it is adjustable on what they are being called out for. They are being called out for a fridge that isn’t working properly. I can see it be more like a $50 fee. If I’m calling somebody out for air conditioner or heating, then I can see the $100.

The contractor didn't know that the refrigerator would've been covered because I hadn't pulled out the refrigerator and swept the back of the coil although he said that they were fine. He said that they were cleaning up. If they were, it would not have been a problem. But he didn't know if they would cover it because of that. But they didn't cover anything because it basically went down to the circuit. My refrigerator did get fixed but that was a problem that I had because there was an extra circuit breaker that blew that I didn't know.

Also somebody had come out and I needed a filter. And they said that the technician would replace the filter but I had to pay for the filter, which was fine. The technician came out, pulled the filter out and said, "You don't really need it," and took it out. The next time when they came for the heater they said that it wasn't covered because there was no filter and it was dirty.

I was just going to discontinue the service and I just never have. But I think that I will when my contract is up for this year. I called around to check on other companies and it's hard for me to decide whether I should bother to do that or just put the money aside. I know that they were a lot more expensive as far as their service cost than the other companies I checked with.

They sent three gentlemen this time. They turned the furnace on and listened to it. They said everything sounded okay and that it was just the way I was setting the thermostat. So they put a new thermostat on and they left. Sure enough, my furnace went out and this was before Christmas. I called American Home Shield and told them my problem. I was very unhappy with the lady there that contacted me. I told her that I was out of heat and she said, "Well, there's nothing we can do about it. You'll just have to wait until after Christmas." I told her it was an emergency and I put it as such so I'm sure they can expedite it.

I got a hold of a lady from the solution department and she was very nice to me. I told her the experience I had and she apologized and said they were going to send somebody out which won't cost me. They're just somebody they call in these cases. After having five people come out, a gentleman came out the day after New Year's. I was up without heat here for about four days. He apologized that he couldn’t get here sooner and he said he didn't get all the message. But he fixed the problem for me and he said that what the other company told me was ridiculous and not true.

One company tried to tell me that I had to take the whole furnace out. Then, I found out through my neighborhood association that they're telling people the same story. They were also saying that it's something that you have to pay for. Also, if you get on the computer and look through some of these old calls, they have different companies and this seems to be going on quite frequently with Home Shield lately.

The lady down the street had AHS too and she had to let them go because these same two guys came to her and she said they just messed her up, so she got rid of the whole company. All these people are getting the same thing that I am getting where if they fix it at all, you have to pay the bill. They did pay my bill for me but they did that after this other lady got it straightened out. They've been a good company in the past. I don't know what happened to them. I guess I just got the wrong crew this last time. But I was very unhappy with them and I'm very dissatisfied.

However, three months ago, I had AHS replace the brain part of my pump, the electric part of it, not the impeller. The pool company that had replaced it, I found out, did not hook it up properly. So, every time it got on it was cutting off the electricity to its end of the house because it was sawing the breaker. Had my house not been made of stone, it would’ve caught my house on fire because it was sawing a short out. I realized what was going on when I walked out there when it did it. My brother is an AHS contractor and he told me to just keep calling them and to make them come out. AHS sent out another pool guy out, but he told me that he doesn't service the kind of pump that I have. I diagnosed what the problem was and called AHS again and told them to send me an electrician.

The electric guy who came out was the one who told me that it was incorrectly hooked up and that the pool company who did the job has obviously never hooked up such part before. Plus, they didn't put a long enough electrical cord, to go all the way, since it has to be permanently wired in. And so, it was making it pull on it. He also told me that it was getting ready to put a hole through my pump because it was shooting a spark. He then fixed it and it has been wonderful ever since. I, however, paid another fee for that visit, which I still object to doing. It took us more than 90 days to figure out what was going on because when the work was done, it was at winter time and my system comes on automatically if the temperature drops below 32 degrees so it doesn’t freeze up.

The problem could have been a power outage, and the oven went off completely as all the power went out in the house. I've got a standby generator which usually works but that was overloaded. The oven had a little sign on it that it cannot communicate with the upper oven, so when the power came back on, I just hit the button and everything seemed to be working fine. But the tech said he would check back with us if it happened again because it could be the board. He was even surprised that there was no serial number in the oven to give us some kind of a date. Overall, the service with American Home Shield varies from time to time, but they always got to be reached.

Three days later, SWAT Plumbing came out. Initially, they told me that they wouldn't cover everything, but once they contacted American Home Shield, AHS covered everything. The contractor then took the toilet out, snaked the drain, put the toilet back on but didn’t put it on correctly. A guest of mine used it and his got all wet. It was a mess. And now, I'm having to replace the wax ring and the hardware for the toilet. I called American Home Shield to have the contractor come back. But they wanted me to make a new contract and pay another $75 to have that contractor come back out to fix his work. I told them to cancel it. I would just pay the $11 and do it myself.

But if they could always have the same contractor that we had the last time I would love it. I don’t like being switched around between contractors. This time we got Aerotek and I wish they could always be the contractor we get. We had them before when they first moved in here and then for a while AHS wasn’t sending calls to them and now this time it went back to them for some reason and I’d prefer to have them if we can have them. Generally we like AHS very much. We’re very happy to have them and it’s good to have the service.

I submitted my claim on the phone for the second one and I stayed there for a long time, around 45 minutes. I wish they had an option online that would let you add a claim just like the one for the pool. However, the online system only has new claims, but it’s not really a new claim if the contractor has not shown up yet and if something breaks in the meantime for the same system. Also, it doesn’t give you an option to see more details regarding a claim. I wish they can fix that. That’s my only complaint, otherwise, AHS is great. It is a really good company and I would recommend them. Compared to what I had before which was a major homeowner’s insurance, AHS is a lot better. I already talked to my daughter that has my previous company, and she said she’s going to AHS when her contract expires. I would tell my friends to get AHS too.

That’s the worst experience I’ve had with American Home Shield, but with the furnace, air-conditioner and plumbing, those have been good experiences. I recently needed to change the filters in my furnace and the tech came and said that the big issue was my filters were really dirty. It was causing my furnace to have issues. Other than that, he said it looked really good. I already had filters so I had him install them, though I could have also done that myself. It’s been working fine ever since.

Most of the time, I put the work order in and add all the information on the computer. My wife deals with the rest and I just get filled in. I recommend getting American Home Shield to everyone, even my sellers if they are buying a house as it’s like an insurance policy. Moreover, you don’t know the condition that somebody else left the house in. A pipe might burst three weeks after you move in. It gives me a little peace of mind that in the middle of a snowstorm, I can call AHS and they’ll get somebody to come out. I don’t have to sit there and go through the Yellow Pages to look for somebody and hope that the reviews online aren’t skewed.

The tech did his own independent study and confirmed my friend's assessment. An electronic board was not working right but the tech didn’t have the part because it was an old unit so he had to come back the next day. A different guy came back with the part and fixed the unit, which ran fine afterward. Then I gave him $100, which was my deductible. It's unfortunate that the repair took two days, whereas if I hired a local guy, it could have been fixed right away.

Even though the contractor came from Lafayette, they shop it around like a national company. It may not have been mighty cost effective but if American Home Shield could use actually local people and businesses who could have come and fix my issue then it would have saved me 24 hours. It has warmed up enough where the air conditioner was needed and I didn’t need the heat pump part of it. But if they knew what board and unit it was then they could have known that they didn’t have the part in stock and that they needed to order it. Still, it was very good service all in all. And the response time in terms of getting the appointment set up was very good.

I was skeptical at first so I was glad to be able to use American Home Shield on something that wasn't so critical to see the timeframe. It worked out and we were satisfied. I've told a friend that American Home Shield is good and they service all the appliances, the pipes, and air conditioners. However, one has to know that their appliance might be out for a couple of days while the contractors make an assessment on whether it could be fixed or if a new one is needed.

The service folks that have come out have been good, but we've also had a number of instances where we had folks that came really late at night, past dinner time. With the different communication approach, some contractors were not as professional. We actually requested once to have somebody else to come out. I have been noticing too that I end up going online because I can't get through on the phone. But there aren't specific detailed options online either. It doesn’t get into what the problem is so I've been in a situation wherein I've had a technician and then we had another technician out. I would recommend to others that they check out a couple of places before settling on American Home Shield.

The American Home Shield representatives are understanding but they couldn't really do anything. At some point, I would think it would be far more cost-effective for them to replace something than to continue to pay for service calls every time when somebody comes out. We requested for a payout and we were told, "We can't do that 'cause we've ordered parts for it". But they ordered parts for it with providers that don't know what they're doing, have never worked on one before and don't know what they were. They kept my claim on file but I'm stuck to call back in every time, and wait on hold for an hour and a half to get somebody. I've got four homes with American Home Shield but when the contracts are up, I don't know if we'll stay with them because of this experience. It took seven months to get an appliance fixed.

Now I’ve been waiting on the blower. I need a new blower that they ordered and that’s been sent in the middle of January but here we are in February and I’m still waiting. I’ve got a lot of noise now that comes out of my air handlers so the actual full repairs hasn’t been completed yet. I even have to initiate a call for them to make sure that it hasn’t dropped off of schedule. I have to ask if the part was on order, if the part has come in or what they are doing. I get none of that unless I call. But that aside, it is a good service overall.

However, I’m not that pleased with my experience with American Home Shield. It is impossible to get any kind of online, live, or personal contact. It takes entirely too long to talk to anybody and the computer aspect is very limited and you can’t put anything specific. You put in your request and that’s it. Right now, with my pending request, I can’t ask anyone so that’s not very good. The only thing I don't like is I have a plumber that comes three times and because they are able to replace the parts, even if it’s a major part or if they’re replacing the whole thing, I keep having this call. It is okay, but there are things I’m not too happy about.

I've been with American Home Shield for at least 20 years. They’re usually good and they respond quickly, but they send a different contractor every time. Some contractors are good, but some like Crystal Air are not. They knew there was a leak and they wanted me to pay for all the Freon. They also said that American Home Shield wasn't going to pay for it, but I thought AHS would pay. They tell AHS something but they tell me something different. EA is more professional.

When I had an issue with the furnace, I submitted a claim online and the contractor came out. They thought they corrected it but they had to come back out. I called American Home Shield to get the contractor out again, and the reps were very nice and patient. They worked with me because I had to make several changes to when I was available or when someone was available. So it was quite amenable. The technicians were very nice people as well, and they knew what they were doing. They did all the explanation on everything. The issue has been resolved, and I'm very satisfied with American Home Shield. I always recommend them.

I had to run the emergency heater inside the house because we were in below-freezing temperatures at the time. They’ve had to come back twice. The first time the unit’s heat strip was bad and they had to replace it. Then the second time the Freon wasn’t at the correct level. Both times the unit was icing up but it has been resolved now. I’m confident that AHS would take care of their customers. The timeliness and the cost of the service call is questionable at times but they're still good.

My most recent claim with AHS was for a washing machine which started out by not spinning. I went without a washer for over a month. The techs came and they had to analyze what it was. They also had to order parts. They came back a week later and fixed it, but it wasn’t fixed so they had to come back and see what was wrong. They had to get more parts so it went on for quite a while. But other than that, it did get fixed. The people that come here are fine but I'm not thrilled with one of the women on the phone from Accord Appliances. I was calling to get the appointment set up and she answered the phone, but she didn't know she had answered it. She said, "If this person calls me one more time, I'm going to shoot myself." Then I said to her, "Excuse me, but I heard that." She said, "I'm so sorry. I was on my mobile phone." She said she wasn’t talking to me, but I heard the conversation so I was a bit upset about that.

Most of the people that I’ve had to call were fine, but I had one bad experience with one of their contractors, Greenway. One guy came out and he automatically said that my Freon was two pounds low. So, it was almost $200 that I had to pay. I was not even sure that he put it in there. He never even checked it before he said it was low. Also, he said that I had a leak and that he couldn’t check for a leak because AHS didn’t authorize it. But I learned from someone else that they can check for leaks. So, the guy who did my air-conditioning that time wasn’t honest at all. I told AHS about the freon, and they said I had to pay for it.

I had a washer-dryer combination and the dryer went out. The contractor couldn't fix it, so I got the replacement at the Sears outlet. With the cash out that they gave me, I was able to get a whole washer-dryer. So AHS was helpful with me purchasing a new set. Also, because AHS contracts business to do the work and don't have workers themselves, sometimes, there's a delay because the contractors don't always work with my schedule. I had an issue with one of the vendors, too, and I told AHS not to send them back at all.

The issue was that my water heater leaked. I woke up one Christmas morning and it had flooded my kitchen and my dining room. It was back and forth and it took them until after the first of the year to get me a water heater and have it installed. Also, they gave me a very low-end brand. I would not have picked that and I was willing to pay the difference but they wouldn’t allow me. They had to go through their contractor and when I Googled and did a search on that particular brand, it was not a very good one. I got my fingers crossed that it’ll hold up.

All in all, the contractor should have done a better diagnosis on the furnace so I did not have to wait so long. Also, it was very hard to get in touch with anybody at AHS. Every time I make a call regarding anything, I had to wait for more than an hour and sometimes the call got dropped. So it would be nice if somebody was there to pick up the call and give me a quick answer.

Sometimes, AHS would assign me a contractor from Memphis, which would add a day or two to the process since they're not making that one-way drive on most days. In this case, however, they used a local person and it went well. He was here and fixed the unit. The whole was a smooth process and it only took two days. With the water heater issue, on the other hand, we had to have two contractors come out. The first person couldn't diagnose the problem. It took almost a month because the contractors were from Memphis and they would only come to Jackson, where I live, twice a week. It slowed the process down and we went a month without hot water because it took forever to get resolved. It took way too long to diagnose an apparently simple issue. The difference was night and day between the two experiences. I would like AHS to use more local contractors.

The technician was wonderful and was able to fix the problem. He had texted me in the morning and asked for the serial number so he had brought everything he would need with him. He said the motherboard got too hot so it kind of exploded. He showed it to me and it was all burnt. He suggested to actually never use the self-cleaning button because it makes ovens too hot. He said that it's stupid that they have it on the oven because more often than not, it actually makes the motherboard fry up. It’s because people like me are lazy and they hear self-cleaning and they buy it.

I submitted the claim online for the first time and I found that better than by phone because online, you can see what you’re doing. On the phone, you cannot be sure that the rep has written everything that you've said. Also, if you go by phone, it takes so long. It would help if American Home Shield adds some reps to reduce the call time. We've had issues with some of the contractors, but when we complain, they replace them with another contractor. But I have to pay a copay again if I want a different one. Other than that, I’m happy.

The latest claim we filed was for a motor problem in the downstairs heating unit. We could hear a very strange noise coming from it. AHS sent someone out who diagnosed it quickly and then came back when he got off the revision and repaired it. The access was outside the house. So, he called and said it was repaired and operating perfectly, and it was.

However, there was one time when we waited on a product for a very long time which was very irritating but it wasn’t anything within the last few years. We recommend Home Shield very often to anybody buying a new house. It’s a good and helpful product to own when going into a house and simply taking the word of the people who’ve lived there which is not always 100%. Also, it’s a good product to have to help sell one’s house. The first time we bought a house, in ’98, we felt comfortable with our home warranty. And then, when we moved to the Hot Springs in 2000, we asked the seller to provide it with the new house that we bought and they did. The first night we were there, even though it passed the inspection, there had been a gigantic split in the tub upstairs and the water tank was in the ceiling. Home Shield was the first people to respond to us. And it made us feel good.

The first time I talked to their rep, it was awful because the guy's computer was down after waiting on hold 90 minutes and I asked him to transfer me to somebody else and he said he couldn't. I was shocked. He said he was sorry and I have to call back. I was so upset at that moment. AHS is understaffed and they need more people. But when I had a problem with the water pressure regulator as it was broken and there was too much pressure in the house, the contractor they sent out did a good work. I had to go back and do the second thing myself but the main issue, he took care of it.

The people that have come out to the house have been great and they've all been very helpful. It's a new house and they've even given me tips like, "Hey, you might keep an eye on this in the future," which has been really helpful for me. Also, there has been some extra work that I needed done and they've been very timely about it and told me exactly step-by-step what I needed to do.

There was one time I needed a replacement. The water company was very good about letting us know that they need to come back and they'd come back ASAP. But they could only come in the afternoon and they could only come in the daytime and we had to shut off the water. So, that was a slight inconvenience for me. But they wanted it to be as short of a time as possible for my water to be shut off. So, the water was shut off and they were back in the morning.

One thing that was bad was in May when the GNA put in a brand new furnace through the warranty. This winter, when it was like in the negative here, it started making a really loud banging noise for some reason. I had to call the warranty company because the first time it was getting so loud, it was actually terrifying. It was only seven months since they put it in. There shouldn't be anything wrong with it but it sounded like it was going to explode. I turned it off and it had cooled down. When I turned it back on, they didn’t know what was making that noise, so there was nothing they did about it.

Then, a day later, it started making that noise again and they couldn't send somebody out for three days. I was like having anxiety attacks because I couldn’t really shut it off because I needed it to be making that noise for when they came out again. When the guy came out the second time, he took everything out and put everything back in. He said I shouldn't have any problems now. They had just sent me a faulty furnace that the motor was put in at an angle and there was a panel that the screws were loose. And because it was so cold, it was overworking and it wasn’t giving itself enough time to cool down.

But that's the only downside I've had. I wasn’t happy that they sent me really a faulty furnace. I think that's more of the contractor's fault than AHS's fault. I wasn’t happy that I had to call them back because it was an extra $150 because I had to call them twice after that. But I've already told a friend of mine to get a home warranty especially because she just bought a house as well. It could save you money in the long run, especially if you'd have to call them multiple times.

Then, we went away on a vacation and came home. And the temperature of the refrigerator this morning was 52 in the freezer and 60 in the rest of the upper part of the refrigerator. So, we called it in again. Typically, if I call in on a Friday, I can't get people out till Monday, which is fine. But I called them, and I said, "Hey, whenever you schedule the appointment for, send somebody out that typically can find the problem. This is our third time." And the service gal that I talked to, goes, "Yeah. Let me talk to the head guy." So, I got a call here about an hour and a half now and they asked us if we were available today. They’re sending their senior technician out. And they're going to be out here sometime between noon and 5:00. We'll see what happens with that. Everything that could be checked has been checked previously. But it hasn't corrected. So, if they can't fix it, I'm going to put in a claim. I will call AHS and do that.

The contractors sent by AHS come to the door and they identify themselves. A lot of times, if you give them enough information when they call and they know what they're going to be going into, then they know sometimes if it's a part. There are times where they have to come back, but if they know ahead of time and it's something basic, they're prepared to deal with it. The service has been good most of the time. Recently, our dishwasher wasn't draining. We had checked everything out, taken the bottom apart and cleaned the filters. It was a blockage, and the tech pushed the tube down through the tube under the sink. I wish I had gone that one step more 'cause it was exactly what we thought it was, but it was taken care of so it was good. Now it's working perfect.

However, there was a time that AHS sent a guy from over 100 miles away. Some of the big companies in Nashville won't service my area, so they called someone and tapped out to Alabama to come to Tennessee. The guy had to make three trips out here to get the work finished. He was going on a vacation and his son came out and did a not so good job. I called him back out to finish it and it was a joke. But that was the only time I've had a bad experience. Overall, having AHS is a good deal. I'd rather spend $65 a month than get $2,000 or $3,000 or $5,000 bill. It's a cheap insurance.

It took a couple of days for American Home Shield to send out a contractor because they didn’t call me back for 24 hours. Then they had to schedule it. The contractor was a very knowledgeable and friendly fellow. He cleaned the drain out but had to come back because it was still overflowing when I did laundry. He then cleaned it out from the system into the house.

However, I had an experience with them last year that did not turn out like I wanted it to. We bought our house last year but the seller didn't inform anybody that there were things that were not working. The dishwasher was missing a seal on it but AHS fixed that. Also, the oven didn’t work and it took several trips over two months and two different contractors to get it fixed.

The first contractor that they sent out chipped my faceplate on the control board of the stove and refused to fix it. American Home Shield wouldn’t fix it either because they didn’t break it. That really upset me because they should insure that the people they send would fix things correctly and not do damage. Also, they didn’t authorize the second one that came out that actually fixed it and the faceplate is still not replaced. I’ve had them out several times and when I put together all the times that they’ve come out, the others will offset this one. Overall, it’s been a pretty good experience but I'm not going to renew my contract with them.

I finally contacted American Home Shield and they were very helpful. They contacted the company and the company finally got back in touch with us and we got it resolved. They sent me a text and it said that my appointment for the next day was between 11 and 4. We stayed home all day but the guy didn’t get here until 6:30 in the evening. He said that their company redirected him at 3:30 that afternoon and he asked them specifically to call us but they didn't.

We ended up not having to have the work done because the second guy that Budget Rooter sent tested the valve and all he had to do was work with it a little bit and got some pressure to release. Lo and behold, it stopped leaking so it was satisfactory. He was very knowledgeable while the first one was not. They could do better to have a better technician. When the first one saw that our pipes weren’t up to code, he wouldn't even touch the valve, which had nothing to do with the pipes. The valve was on the water heater. He wasn't experienced and he was afraid he'd get in trouble. But this second technician was awesome. AHS covered what was done. It was on the same service call and there was no additional cost.

I maintain AHS mainly because of our heating and air system. In the past, our dryer broke five times within a couple-month period and they kept coming back and replacing the same part. They should just replace the dryer. We went out and bought a new washer and dryer so, in that respect, I'm not overly impressed because sometimes they took the cheapest route out. When something breaks that many times, then there's something wrong.

Also a few years back, we had new computer board in our 25 years old oven and they had to send it out for repair because they didn’t make them anymore. It took three and a half weeks but it was like 25 degrees off so I adjusted for it. Also, we had something that ended up not being covered one time but I didn't see it anywhere in writing. Our heating and air unit is 17 years old and we had a leak around one of the ducts. The contractor came out and he said that the issue was not covered. I asked what the problem was and he said there was one piece of the intake that wasn’t installed properly. We took his word that he was right and ended up paying $450. Nonetheless, AHS had our heating and air fixed a few times including some plumbing things. Their staff was always very responsive and nice. I recommended them to somebody at work and they got on the plan. One of our sons has their policy on his home as well.

We had a little issue with the air conditioner claim before. It was summertime. The contractor came out quick but they had to come out a couple of times to really take care of the issue. Otherwise, it has worked out fine for us. We haven't really had a big issue other than that. So far, they've all been good to get out as soon as they can and it wasn't long as far as getting in touch with us.

AHS is very good. It works out well because you only have to pay a certain amount and everything that has to be replaced won't cost you. I like the convenience. Also, they give you more than one options as far as who it's going to be your repair service. We've been with American Home Shield for a long time. We had it at our other house and then we bought a new house. We didn't have AHS for the first year and then we picked it right back up. We've been AHS customers for a long time and we've referred AHS to several people.

AHS replaced my stove which was great. They also replaced my washing machine one time. And I've never had problems with who they sent out. But this washing machine now is broken. I want to get what I'm paying for. And when you call to get service, you got to pay $80 before somebody can come out. I don’t have the money where I can just pay right then 'cause I only get paid once a month and I have other bills. Also, AHS is going up on my contract. I got a letter and the price might be going up again.

Moreover, I'm a little disturbed because when you call, you can never get anybody and it's hard. I got to work early in the morning and called and still got the funny message on the phone that they were servicing other customers. That time in the morning? That's crazy. I need the service but the way things are with them, I could not talk to their reps to tell them the problems that I have. I got to talk to an answering computer and I don’t have a computer. Somebody asked me if I have AHS and they complained about the same thing of not being able to talk to somebody.

When I called AHS back the next day, they did give me PJ Appliance which was excellent. I called the contractor and he called me right back and said he'd be there that evening between 4 and 6 and he came. He took everything out of the freezer and refrigerator. He told us what the problem was right away. Then he said they'll put an order in and see whether or not they have that part 'cause we have with us an old refrigerator. I said we're going to just get another one and he said no. He called that night and said they were able to get the part and he came the next day. The refrigerator is now cold. It's working. It was the best. I’ve had the contractor a couple of times and he is right on point.

I like AHS. The only thing is that if I submit the claim online, I have to put the credit card information and they take the money out right away. I didn't want that to happen. That's why I went on to call them and I like paying after my service is done. Also, AHS’ fee went up and we only got the notice yesterday. But it's good to have AHS especially with having all the appliances. And I just recommended them to somebody.

Our interactions with the contractor were fine. There were no complications and everything was explained to us. The work was done in accordance to what was needed to be done. The line had to be cut loose and then re-soldered. And then the faucet had to be mounted back to the sink after removal of the old one. It was done thoroughly and the faucet is working fine now. The only other problem I have with AHS is it takes a day or two to get someone to come out. Nonetheless, I've had no problems with any of the calls I've made. It's just that some of the things that I've called in have not been covered, which was understandable. It's time for me to renew and this will be my fourth year.

As I was making all the phone calls, I was waiting two hours to get on the telephone with them saying, "Hey listen, it's a built-in so just ask them before you send dispatch and waste my time. And waste the company’s time." Because they don't get paid to drive out if they don't work on it. I own a real estate brokerage so we recommend a lot of business to them. But after my experience, I'm really hesitant.

Now the refrigerator broke again and the second time, I reached the real estate department and the lady took care of me quickly. So, my experience the last time was better than the first time. I think they're aware of their issue of not having enough people to answer their phone. But it still diminished my experience. So now, they're sending me a renewal and I'm quite hesitant to renew it. I don't think we're going to renew with them. We're going to try a different company out.

I have a company that comes and cleans my pool and takes care of everything once a week. And then if anything goes wrong, they let me know so that I can call AHS or get an appointment. AHS sent out a gentleman before who worked on my pool equipment. He messed the board up so he had to rewire everything to get it to run right. But the guy was wonderful and it's been going okay since he rewired it.

I dealt with the same issue for about three months. The only time I spoke with them was when I initiated it. So, it's as if they didn't give a good crap. They did not do a proper follow-up. I don't think that they did proper vetting in the first place. Had they done that, I wouldn't have experienced this in the second place. And their follow-up after being put on notice several times was little to none. Almost to the point where I am seriously thinking about leaving them and going to another company. And then, when the second service call went out, they handled it so well. They sent out that same vendor that I used that finally fixed my issue regarding the thermostat. I like the service people and that may have saved them.

I've been with AHS several years and it's been okay until I have this most recent experience. I had another experience with them too about two years ago and ironically, it was the same contractor. When I first dealt with this guy, he was under one name. And then, when they sent them out to me back in November, he was under another name. But it was the same folks and the same issues. So, they need to vet the contractors better. They need to be aware. It appears that when a contractor runs into problems with them all they do is lay off a few months then come back to them under a different name. Also, when a complaint is made AHS need to get back with the customer within 48 hours, and make sure that the issue has been resolved.

We were within one week of renewing our yearly subscription to American Home Shield and kind of debating if that's something we want to do or not. I had a couple of gentlemen that came over and basically did nothing and then came back. And each time they charged me 75 bucks. And then suddenly they realized, "Oh, we need more parts." So this guy American Home Shield recently sent was unbelievable. He was really sharp and he took care of the problem right on the spot -- kind of the way you expect a professional to respond to you right when you need somebody like that. He replaced a part or two. He actually had them in his truck and you can't expect that.

This guy has everything that he needed. He told me that the problem was minor and in essence I should keep an eye on and make sure to change the air filters on monthly basis. He took about an hour and a half to finish. And I was blown away with his demeanor, quality of work and personality. He called me before he showed up and I had his number in my cellphone. And I wanted to text him back and thank him. I was really impressed. He was also very modest. I offered him water. He said, "No. I have water in my truck."

Also the representatives I spoke to over the phone were excellent. I never had a problem once. These people are impeccable. They know what they're doing. You have to give them the time because they do things by the book so that's understandable. They're always top-notch, very responsive and very polite. But then you don't always know who they're sending out. But American Home Shield is an excellent company.

I gave American Home Shield a call because I had a few couple of questions to check with them, whether I can get it through Sears or if I should purchase online through GE Appliance. They gave me the option of either choosing one of the appliances from the internet or going to Sears and they will provide the money based on the receipt that we provide. My refrigerator was LG so I decided to go with an LG appliance. I purchased it from Sears and gave them the receipt. They gave me the equivalent amount of almost $2,150 and I got my check within a week so it was a very good experience.

Also, it was really good with the rep I spoke with. They had good knowledge and shared their experience. They gave me ideas on where to go and what to do in case what happens. They also wrote down on the receipt my email address, phone number, and my contract number so that there won’t be any hassle on getting the money back from the receipt that I gave American Home Shield.

But one time, we had a claim that got delayed. It took two or three weeks until a replacement was done. That was a difficult time for us because we had to put our food in the freezer down in the basement and then get the food from the basement to up to the kitchen every day. It would be better if they can do more expedited claims, especially with the water or freezer because if those are broken, then there's nothing to do. It would be more ample for the person who has only one freezer in their house. But everything else was good and I have had a good experience with American Home Shield. Their customer service representatives are very awesome. They handled those problems in a very smooth way and it looks like they are experienced personnel. I definitely recommend using American Home Shield.

In between that was two visits. We had a guy come out from KitchenAid because the oven was not heating properly or not staying heated properly. When opening the door, the temperature would drop very dramatically. It turned out that it was a thermostat issue. We also had some issues with the sealing on the doors, so he reset the door and fixed the sealing. A couple of days later, another guy came out with the temperature gauge that he needed to replace. And it took him three minutes and he was done. Everything is working beautifully. The oven is working the way it's supposed to.

There was a little mistake in their billing on the second round, but they got that all cleared up for us in a few minutes on the phone. They really have been fabulous as always and they always send very qualified people. They are very responsive to anything that we need. We've been with American Home Shield now for 10 years. The people they send to do the repairs are always well-trained and well-in-charged of what it is they're supposed to be doing. Lastly, if you call on Monday, you're going to be there for a while. But we typically call late Monday or Tuesday and the wait time is maybe 15 to 20 minutes at most. Most times, we've been even luckier than that. Most times, we call and get not even a 5-minute wait.

I call AHS when submitting our claims but it has been getting more and more difficult to get a hold of their people. One time, I called them to submit a claim for my dryer. I was tired and wanted to make sure the dryer would work but I was on hold for 45 minutes and that upset me. I couldn't even get on the computer to get an appointment since something was going on with the computer at that time. In the end, I cancelled the claim because it was under a Sears Warranty. At another time, I called AHS and I was on hold for so long, I hung up. Their popularity has so increased that I couldn't get their service people on the phone. But whenever I talked to their people, they asked me questions then they sent me an email that said which contractor it was going to be and what the appointment time would be. Then the contractors came right out.

Within two weeks everything was taken care of. American Home Shield cashed me out because the machine was terminal and I’m happy that within two weeks I bought my own washing machine. They were going to provide me with one but it would take two weeks and I needed it right away. I have a small grandson and we didn’t want to go to the laundromat. They gave me an allowance of $629 so I could find a machine on my own.

I’ve had other things done too. My stove had a problem and they sent a repair guy out and they authorized the repair, and I paid my deductible. The same went with my refrigerator. The reps are good. This is my second year with American Home Shield and the only thing that I don’t like about them now is getting through is a little hard. You call and they answer but then you’re on hold. One time I was on hold for an hour and 45 minutes to speak to somebody. Some places will let you leave your phone number and they’ll call you back so you’re not on hold. I told them that and the rep said that they are working on that.

American Home Shield has been really good with me. I tried to get them for my son in Virginia because he rented out both of his homes. However, the realtor who's taking care of his homes said that American Home Shield is not good in Virginia. She’s had some run-ins with them. But I would recommend American Home Shield because every claim that I’ve filed with them was taken care of.

So far, every time I’ve had a claim, I’ve always been satisfied. We recommend AHS to all our friends and family. If you own your house, you better have it. I know there’s a lot of other competitors but we’ve never changed even when the competitors say they’re cheaper. We did look into another one but their ratings weren’t very high. So we pay more to have American Home Shield than the competitors. Sometimes, you pay for what you get.

American Home Shield saves me from having to go on the phonebook or call somebody and track down a person that I know nothing about, and I don’t like that. Then I'd hope they can do the job and do it right. Having a warranty is valuable but the only time it’s discouraging is if they file before they get to the part or send the part. But at some point when I called American Home Shield to check when I was going to get the ordered parts, I didn't like the way the representative answered. Other than that, my interactions with the rep were good when I submitted the claims.

I’m ready to file a complaint on the BBB (they have 10,000 complaints already) but it looks like they do actually help you if you file a claim as the reviews are terrible and they have 10,000 complaints. And I know the score is a combination of reviews and complaints after corrections so if the score is okay with such terrible reviews it must mean that if you file a complaint with BBB they most likely help you and correct their issues. If you’re looking to buy coverage I would keep looking. If you have coverage through them I’d look elsewhere. This is so awful no one should have to put up with this. I will be contacting my Attorney General as well as filing a complaint with the BBB.

I call and text him and no reply. (Multiple times.) I call AHS and sit on hold for over an hour before finally getting them on the phone. I tell them the situation and they tell me "We will get a hold of D&D and send them back out." I tell them D&D is not acceptable and want someone else. "Sir, we will have to charge you another $100 dollars since this will be a second service call." I told them that's unacceptable, to cancel my contract and to refund me my $100 dollars. She says "I can't cancel it but will send the form to the Retention's Department for processing." She then goes on to say that "I have deleted your payment information from the system and you will no longer be charged." Three weeks go by; I get a bill in the mail and a letter that they are attempting to collect a debt. WTF? They never canceled my contract, just deleted my payment information and let the billing continue.

In that month alone, I spent well over 5 hours on hold awaiting an operator. I called the new contract line and immediately was helped by an operator. Of course she couldn't help me with my contract problems and that she would transfer me to the Retention Department (where I spent another 45 minutes on hold). Finally got it all canceled but they would refund my money nor would they be fixing my refrigerator. I ended up filing a BBB complaint and finally got the attention of one of their leads. They resolved the complaint, ensured my contract was canceled and will be replacing my refrigerator. I DO NOT WANT A SOCIAL MEDIA SPECIALIST (WHATEVER THAT IS) TO CONTACT ME. I just want the world to know AHS is a giant racket and will eventually screw you out of your time (on hold and missed service appt's) and money.

He refused to do anything. It wasn't until I called back and insisted that a competent tech come out that we finally got a new water heater. We still had to pay for additional parts that were not covered, but guess what. Our new water heater doesn't leak water. As for our faucet handle in our bathtub -- well that is still not fixed. While still under warranty, AHS came out numerous times to "fix" it and said that everything was fine. I continued to complain to them that the water was scalding and couldn't be adjusted by my children but it fell on deaf ears. (Whatever happened to the phone calls being recorded?) I basically gave up and didn't bother to renew our warranty because of the poor service. When AHS called to ask why we were not renewing, I explained our ongoing issue with not being able to adjust the water temp from scalding and they didn't do anything.

Meanwhile, we have dealt with the water handle issue by adding cold water to baths. Finally we had someone out to fix it by changing out the handle and it turns out that the unit is stripped and so old that it should have been replaced the first time AHS came out. The job is bigger than originally thought because there are no parts for that model anymore -- and guess what -- looks like we are going to be stuck paying for something that should have been covered by AHS -- AGAIN. This is not right. Today I called them and reported the above and they hung up on me!!! This is the worst customer service imaginable. Taking shortcuts, cheap short solutions, and not even acknowledging me as a customer today is why I give AHS this rating.

We've also had another contractor come out due to a problem we had with our AC. The technicians refused to put more Freon into the AC because they thought that it possibly had a leak. But if the AC had a leak, they should have done a pressure test, found out where it was leaking, and fixed the problem, but they still have not done these. This year, our claim for the AC is going to go from simply fixing a leaky line to replacing the whole unit with a 14A unit, and this is going to be way more expensive. If the head pressure runs too low, we've got to turn on the heat pump and this could overheat the system, and then the whole unit would be gone and can't be fixed.

In another claim that we had, AHS replaced the motor of our washing machine and they wanted to replace the tub too. But the total repair cost would by then have been more than the cost of a whole washing machine, so we didn't let them do that. Instead, we did a buyout and bought a new washing machine to replace the old one, and this was cheaper to do. We've been with AHS for over 15 years. AHS is a company that has a bunch of contractors working for them and I would tell a friend to research all the contractors that AHS uses, compare AHS with other companies, check the ratings, and see which companies have the best contractors working for them.