American Home Shield Reviews

The first contractor was delayed about three weeks to get them out. And then the following one another two weeks to get him out. So the whole process shouldn't have taken almost two months. But the contractors were pleasant and were helpful. Essentially, it was a complete replacement of the refrigerator. The replacement took less than 10 days when they had it ordered out. The new refrigerator is working out great. But the whole process takes months, getting at least 3 hours on hold to get a hold of them for any reason.

When the guy left, I looked under the sink and I could see light so I called up the plumbing people and told them they needed to come back and take out the faucet. They said it was all AHS would cover and they wouldn't cover anything else. I found that hard to believe because they never measured and the plate should have covered the hole. So I told them to come get the faucet, put back on my old one and I would deal with it myself. I went to Home Depot, measured, found a faucet that fit and I paid a handyman to put it in. I then called Home Shield. I wanted to cancel my policy but then they wouldn’t credit me my $75 if I canceled so I didn't cancel. They credited me my $75 that they automatically took out of my checking account.

Also, I was on the phone with AHS on three different occasions over this whole thing and each time, I was on hold for at least 45 minutes. They could work on that. I understand they are in the hurricane section and all that was going on, but that was still annoying. And if what the plumber said was true that AHS would not replace the right part, then that’s their bad. But if the plumber was lying, then that’s their bad. I don’t know which is the right story but if it’s American Home Shield, then they’re not worth having because I paid $75 for something that wasn’t right. Plus, it was a bit annoying sitting at home waiting for the guys to come on three different occasions.

AHS could also improve on sending decent plumbers that knew what they were doing. They also shouldn't take the $75 out of someone’s account until the job is completed, satisfactorily. Somehow, they can check that out so that I don’t look at my checking account and $75 is gone and the work was not done correctly. I’ve had AHS for years since I’ve been in my home and thought I would just keep them in case my air conditioning or heating breaks down. But at this point, I’m about ready to just say “Screw it” because of all the money I spent over the years that I could have saved up instead and use to buy something if it breaks down. I haven’t gotten around to canceling, but it’s probably what I’m going to do. I'd tell others not to do AHS too.

I spoke to the rep on a Friday and the plumber was at the house at about 9:00 o'clock Saturday morning and he took care of the problem. The contractor was awesome. He broke it down to my level and explained what was happening and made suggestions as to what we should do in the event that something happens again. Also, he wouldn't be hesitant to come up if he needs to when something goes wrong within 48 hours. A couple of days later, the water was not as warm as it should be but my folks at home said that the plumber eventually came after a couple of minutes. However, the water is still not coming up as hot as it should be in the bath of the master bedroom. At the basement it's okay but in the bath, it's a struggle. But outside of that, the contractor has been a good man. I want American Home Shield to continue what they're doing and put their best foot forward and also to improve especially with somebody answering.

The AHS reps were able to answer all my questions except for one. They weren’t able to answer whether or not a gas smell in the house was covered under my plumbing. They said it was covered, but the contractor called and told me that I should double check with American Home Shield because they didn’t think it was covered. When I called American Home Shield back, the second lady I talked to didn’t know and could not advise me whether or not it was covered. So I still don’t have that problem fixed and I'd really like to know whether the sewage smell that I'm getting from one of my floor drains is covered or not.

AHS has been a very good safety valve for us. We've called them thrice this year and every time we've had to deal with them, they've done what they needed to do and have been diligent in helping us solve our problem at a reasonable expense. They don’t cover everything but they're responsive and the vendors they send out are qualified and are serious about taking care of the problem. They have saved us money and aggravation. We're pleased with their service and we'll continue with them.

It’s unfortunate, it appears prior to being purchased by Service Masters Corp. it was a good company. I understand they are to try and be spun off as a free standing company again third Qtr. 2018. I have made sure that all of those I deal with have ceased to use any Service Master related provider. Hit them in the wallet is what I say, and they will bow down every time. Unfortunate that such a previously good company has created such bad feelings with consumers nationwide.

The young man sent out by AHS was very knowledgeable and quick. Not only was he able to fix the problem, he told me how I could keep it from happening again and then he cleaned up. It was just a stinky project but he had gone ahead and persevered. He didn't even act like it was a stinky project. I was very pleased. Since the repair, I haven't had a problem. We could now use the bathroom but you just need to close your nose when you go in there. Overall, the people sent out by American Home Shield were great. But I would tell friends to make sure to read the contract because there are some plumbing things that they don't fix.

I was also billed an additional service fee which I had to fight. Plus I had to call back multiple times because I wasn’t getting information about replacement. I had to call four different times and each time I called, I was on hold anywhere between one and two hours. So all in all, it's a full day’s work that I was getting on hold. It could be rectified by hiring more people. Their customer had no working dishwasher. I thought they would reach out but that never happened. In addition to that, the website is not very informative in terms of when things are closed. Back in November, it indicated that the dishwasher incident had been closed but I didn't have a dishwasher until January.

I had several electric problems recently. One for an oven replacement, one for the replacement of a fan in the bathroom, and one for an issue with the air conditioning unit. I called AHS to file my claims and I had to wait on hold. Most of my stuff are really complicated, so, going through their automated system doesn’t usually work for me. Most of the time, there's a second callback or I had the problem last year and it's reoccurring again. I also have to call them when I have a two-part claim.

The last time I called, I waited on hold for four and a half hours to get a person, just to initiate the claim. That was ridiculous and extremely frustrating. So, I had to schedule my whole day around trying to get a repair done on my home. Then, I had to call back and speak to purchasing a couple of times. The first time, I waited on hold for about three hours. When they got to me and they picked up my call, I was disconnected. So, I had to call again, get back in the line, and wait another hour and a half. But when I get their reps on the phone, my interactions with them were mostly pretty good. Their people were very helpful and wanted to do what they could to help me.

One time, I had an exterior electrical plug outlet that was hanging out of the wall because the box that held it was rusted. It was an old box, not a GFCI. I made a claim on it and the repairman reported to AHS that we needed to bring this box up to GFCI because it was not up the code. So one person called me to tell me that it wasn’t covered because they don’t cover anything being brought up to code. I didn't care if it was brought up to code or not and I knew that they had to follow those rules, but I was being refused a repair that was endangering my property, and in effect my life, by leaving an electric outlet with wires exposed hanging out of the wall.

I tried to explain that to the gentleman who called me but he got more and more frustrated with me. So I asked to talk to his supervisor. At first he didn't want me to talk to a supervisor. Then, when he put another person on the phone, it probably wasn't even the supervisor. Other than that issue, everything else has been resolved.

At first I was reluctant because we had a garage door open company guy that lives in the neighborhood and we know him. And I asked him if he worked for Home Shield and he said no. But I was very pleased with the company that American Home Shield sent. We’ve used them about four times since we’ve lived this house. This is about six years. And every time the service would have been almost as much better or more if we were paying out of pocket. And that's all minimum. We're fortunate that so far it certainly is worth the money.

My other concern is the contractor that they are using, Immediate Response Plumbing & Rooter Service. There’s a gentleman named Robert and this is the second time I’ve dealt with him. I had another contractor doing some other work over there and some of the things that Robert said just lead me to believe that he’s very shady. I don’t want him at my house again.

The tech who came out tried to tell me it might be the thermostat. I told him it was not but if he wanted to put a new thermostat, it was fine. He left with the thermostat and wanted me to wait for a couple of days. It was too cold here. Finally he came back out and this time he said it was probably better if we change the motor. He changed the motor with a more powerful motor and then the furnace started blowing out heat the way it used to come out. It's matching what the new thermostat says it's supposed to be which there was nothing wrong with the old one. I like the new thermostat but it got put in for no reason.

After the guy fixed the furnace, my clients stepped out and said they smelled gas outside the house. I first called the gas company and was told to call the fire department. The fire department found out the gas was coming from the pipe that's coming out the side of my house from my furnace. I called American Home Shield to look at the furnace and see if they could change anything so that it's not kicking out so much carbon monoxide. The tech said it's going to kick out anyway and what they needed to do is turn the pipe out away from the house and put on a funnel to kick it out and it'll go up to the sky. I knew he wasn't going to come back. I had to call and they said they were sending a trained guy with an apprentice. This was two weeks ago now.

The contractors weren't top quality. I guess it's because they're contracting with AHS. The plumber was rude and disrespectful at my house. It was unbelievable. The guy who came out for the washing machine and dryer said they don't move washing machines so I had to roll it, which it has wheels, with my two fingers. I don't know if the mentality is to hurry up and get out the least amount of work so they can go and get paid.

The other problem that I have with AHS is that first time I called, I was on hold for an hour and ten minutes waiting for somebody to pick up. The second time it was 40 something minutes and the third time I was told wait time was about 30 minutes. The fastest that someone picked up the phone was 10 minutes and it was just one time. It has been an average of 40 minutes. They are terrible in that department. But I have no problems with AHS' representatives on the phone. They're great and on top of everything. If I'm not satisfied with a tech, they'll get another. They aren't rude nor short with me. AHS is better compared to the two other warranty companies I had.

My dishwasher was making an ungodly noise. The contractor who came checked the dishwasher and explained that American Home Shield may not cover it because it was still working. He said that it was the motor, the bearings are grinding down and that it will last another couple of months. The service has been good as far as the people that they send out. However, it is almost impossible to get a hold of AHS over the phone and you just get put on hold for quite some time.

But other than that, the other things were fixed in a timely manner and AHS responded to the call very quickly. However, because of the people they contract with to come out, we’re at the bottom of the pecking order. Only once was there somebody that was able to come within three or four days. Generally, it takes a week or longer before a technician can come out to fix an issue. When my air conditioning unit went out, it took the technicians to come and I understood that since it was summertime. Luckily, I had one area that did have an air conditioner. So I didn’t complain to make them do something more ‘since I was sure there were people that had none. I would recommend AHS to my friends. But they have to weigh that it’s not an inexpensive process.

But I was a little disappointed when the company said that they had to put in an access point and AHS would not cover that. They were trying to get through to AHS to indicate to them that they couldn't solve my problem without creating a new access point. And when he was in the middle of telling me that, AHS finally came on. He went outside to have his conversation with them. Then when he came back in, I asked him to go ahead and complete his estimation and give me as to what was going to transpire.

It was a situation where I had to get that taken care of and had to check my credit cards to make sure that I have enough money on my card to get everything taken care of. I've never had a problem like that before. We've had some back-ups and so forth but it never involved sitting in an access point. I ended up paying $450 out of pocket and I felt like that I was taken advantage of. I checked around after and for this access point to be installed and with the weather situation, I was gouged a bit in the pricing. The price was excessive compared to the things that I've checked around with now. It cost quite a lot of money and it wasn't a fair price. All they did was cut a PVC pipe, put a different fitting on it, put a piece of 2 X 4 underneath to secure it and the job was done in less than an hour.

I haven't had to use AHS's service in years but I've still maintained the coverage. It was just an exceptional set of circumstances to where AHS was maybe overloaded with calls and didn’t really have enough service. The registry wasn’t correct or they didn’t have enough service people in the area to cover the situation. But that was an exceptional incident. Normally, they aren't inundated like that but I know the weather was bad in a lot of areas across the country at that time. Looking at that time, they did what they could with the situation at hand.

My problem has been with some of the people they sent out, especially some of the AC people. I found that a company they used, come in and tell you what you don’t need just to get an up-sale because they know what AHS is or not going to pay for. I had someone tell me that I needed a whole new heating system even though I didn't. But, as soon as I explained to them that they had to send someone else out to do a second estimate for me to determine that I really didn't need the heating system, they took it off. AHS would not approve anyone else coming back out to assist me with my heating system because I had just gotten one. AHS should be really careful with who they bring onboard because people today have a way of scamming you.

Still, AHS has a good contractor and I ask all the time for them to come out. My husband and I have a good rapport with them and they have people with integrity. They don’t tell you things that are bad so I’m okay with that. I’ve had some good experiences with AHS but their cost continues to go up. Also, I’m paying $65 a month to be on hold for two hours and I can’t necessarily trust the technicians that they sent out.

They had also stated that there was a problem with the ducting from my heating and cooling. And so, I told American Home Shield, but I didn't want this company to come back. AHS diagnosed it and for something that wasn't an approved repair between American Home Shield and the original vendor now had to be re-evaluated which didn't sit too well with me. If they were going to issue a repair order based on somebody's diagnosis whether or not it's that company or a different company that they would have a contract to do business with, it should be honored.

So now, only two out of the three claims were taken care of and I have to go back through the whole process for the pending duct issue. I've to call and schedule with their trades to take a look at them. But unfortunately, they don't schedule after business hours or on a Saturday. So, I have to dedicate some of my personal time so that they could get out here and fix them. But for the air conditioning thing which led to the heating claim, they would reimburse me for that because it was an issue that was caused by the AC claim that they didn't hooked up correctly. Generally, AHS isn't a top-notched home warranty company but they would do within the means in their contract to get whatever I needed fixed.

Additionally, you’re always on hold for over a half hour when you try to talk to somebody at American Home Shield. While everything is automated, you never get to the right people. It’s very annoying when you have a problem and you want to talk to somebody. Overall, there were some very good people that came out and there were some very poor people that came out as well. It all depends on who you get.

Also, we would prefer to have other types of appliances and the one that they give for free are all GE. They're not going to replace Electrolux with an Electrolux. They would replace them all with GE. The brands in this house are very old and they're not replacing the same model with the same model type but they should do more different name brands. But the people on the phone were really nice except for that $75. The contractors are very nice too. I had an issue with my plumbing. It was working properly right when the contractor left, and then within a couple of hours, it stopped and started working awkward again. I had to get him back out here and they got it fixed. They can’t fix it if they can’t see it. And from filing the claim, it takes one or two days to get the service.

AHS is the wiser decision if you want to be a homeowner for you to be able to sleep at night, knowing that you have them to call for back up with dealing with emergencies on your property. And they train the men or women that come out to help service to a point where I feel comfortable as if they are my family. I recommend AHS.

Overall I was pleased for the simple fact that I've maintained my furnace as far as buying the option of having Scott's Mechanical come out twice a year and check the furnace and air conditioning. This is the company that, for the most part, American Home Shield always seems to call back, which is good because the tech was familiar with my furnace. The rates at AHS are affordable and I've been very satisfied with them.

I asked them to have somebody call me because the check valve is an integral part of the sump pump process and it has to be repaired. Also I wanted to talk to somebody because it that was the case the policy's flawed and they need to change it. The contractor said it is a modification but it is not. If the pump doesn’t have the check valve it’s going run 24/7 because it can never pump all the way out. There's always going to be water standing in that pipe and that's what the check valve is. I said I'd pay it but the lady was kind of rude. I felt that she was kind of put off then I talked to somebody else. When asked about AHS I’d say that people should be patient because it might take a while for them to get through customer service. But still my experience with American Home Shield was excellent.

The first time they called, they said, "We'll reach out to them and take care of it." But, nobody ever followed up with me. The next time, I wrote something mean on their Facebook page. They called me again and the guy took care of it. He let me change to another company, which came right out and fixed the dryer. It was five months of having this terrible noise in my dryer and the first guy kept telling me he was trying to get the part. The guy who ultimately fixed my dryer said that he didn't even put any new parts in there. It was just crooked. Moreover, he was done within an hour. In the end, AHS returned my deductible and waived my deductible on the new service call.

AHS isn't shady, but they're trying to find the cheapest contractors they can find. I looked at the Better Business Bureau and the first contractor they sent had a poor rating. Every review of them was terrible with the same problems. I have had AHS for a number of years and this was the first time I've had such a difficult experience. Having them can be beneficial if one needs that peace of mind. Otherwise, put the payment in the bank and pay for it yourself if something happens.

Submitting the claim online was good because I didn’t have to wait a long time to talk to a person. It’s much faster. It’s not always like this though. A long time ago there were some issues with the air-conditioner and the contractor had to comeback a few times. But in general, it’s been pretty good with American Home Shield. We’re glad we have them. They have saved us a tremendous amount of money over the years. We had them on two houses for at least 10 years. I probably would not leave in a house without having American Home Shield.

The last contractor who came was great. I have a Jacuzzi jets in my bath that weren’t working. He immediately went out to where the little motor is. He found the problem and it was fixed immediately. He had parts on his truck so he was in and out right away. He was just a great guy. After the repair the tub has been wonderful. It’s very enjoyable. I’ve been very happy with American Home Shield. There’s a lot of people who I know don’t really like them but I’ve had really good luck with them. They’ve spent a lot of money on me. It used to cost me and there was one electrician that I didn't like. A lot of times I can just request somebody and they’ll send that person.

When I started out many, many years ago I paid was 300 bucks and went up to five and six. And then we make a few claims and it goes up. I think right now I’m probably paying about $1,200 a year. And then you got to pay the deductibles in time. But I don’t mind. I’ve gotten two new air conditioning units that were like $8,000 each. I’ve had a couple garbage disposals and dishwasher. Few years ago my refrigerator stopped working and it was so old. It was 25 years old. They couldn’t find replacement part so they gave me a brand-new refrigerator. They just told me how much they would allow and I got a beautiful new fridge. They’re very, very good.

I've been having the same issue with the refrigerator ever since I've been with American Home Shield. The water dispenser freezes up while I can't change the water out of it. I had a problem with one contractor AHS sent. This company has been coming out and was just doing some things to patch it up. But our warranty was only for 60 days so I had to repay the $75 again because it has been 60 days. Also, when one of them left, I was missing some cash. So, I called American Home Shield back and asked not to send that technician back. I also told them I would be mailing my payments in the end since I no longer wanted to give it to the technician.

Then, there was another company that I actually liked the technician. He seemed very skilled who knew what he was doing. He tried to do different options and had resolved the problem. There were two issues, and the other one has been fine. Then my refrigerator got broken again and the guy that I liked is supposed to come out on Monday. I'd tell my friends that AHS is an option but they could also replace their appliances and go with the individual warranties. I would also be considering doing my own warranty service business, just to give American Home Shield the competition. They were that bad.

AHS contacted Just One Call to come and assess the unit. That was the first company that worked on the unit. Their technician went up. Then he told us that he couldn’t do anything and that he would report it to AHS. That was when AHS said that the claim was denied. They said it was due to wear and tear and that there was some alteration done to the unit. But we told them that the heater was up in the attic and we've never been up there. The last people that worked on the air conditioning unit was Just One Call Company.

They sent the other technician back and he said, “Okay. I’ll request for the work order.” But it took a while. We were without a heater for almost a month and a half and it was cold. We were using portable ones. But once AHS discovered that it wasn’t our fault, they had the unit repaired. The last technician who was out here was really good at it too. He replaced the burnt motherboard and got it going. The heater has been great so far. American Home Shield has been really good at sending somebody out here. We had a home warranty with another company but American Home Shield is much better.

We filed a secondary claim and AHS waived the second service fee. A local company came out and I ended up taking a day off work to meet with him. He came in, took a couple of look at the dishwasher, quickly pulled it out, and said that it was thrashed. He also said that it was too old to be repaired. He filled up the paperwork and recommended a new one. He did his job properly. The offered replacement seemed like a good value but we read a lot of reviews and it wasn't very good. So we threw a little bit of our own money and we ended up getting a slightly better model. And it’s been great so far. However, my wife had to wait on a lot of long hold time when she called AHS. Nonetheless, I'm pretty happy with them and I've recommended them to a few people.

The problem was with the water line and they fixed it. They fixed it hammering and using all kinds of tools. I don't see any leaking anymore. Everybody is very professional, fast, efficient and things were taken care of. I've had different things that come up and then I need to call them again. And they've come right here. Sometimes I'm like, "Wait a minute, is it this and that? What's that?" And they're patient with me and very efficient. So I'd have to give them that.

The man who came out was the best. We have used AHS three times and he was the only contractor who called me back right away. Two of the three were excellent, but we had a bad experience with the very first contractor. He was the heat and air conditioning person and he didn't know what he was doing. He left us with no heat for eight days before finally coming out. I wouldn't want that person or that company again. I've attempted to request for that with not so good of a review. Now, I’m worried that if I call AHS again, I’d end up with him. Other than that, I would still recommend American Home Shield. They're a good way to go.

Also, I thought I had to call them and let them know about all the problems that I had and pay one $75 for them to come and fix everything like they did before, when they fixed my dishwasher, but now that I wanted plumbing and my heat repaired in one time, I had to pay $75 each, and I didn’t like that at all. I had to cancel one. And I didn’t like how they kept texting me and telling me that I’m seven or 14 days behind on my payment. I’m like, “They haven’t sent me a bill. Why don’t they send me a bill?” They finally sent me a bill and I paid the bill. I’m not too satisfied with AHS, overall.

The first time I called American Home Shield, I was very unhappy. The contractor who came was lazy and was only here for 12 minutes. He never took the cover off of the heating unit and didn't look at the thermostat. He went upstairs to the attic, took pictures, came down, showed the pictures to me and told me that there was nothing wrong with our ductwork or heating unit. I said, "We also have to check some of these vents up to see if they're working or test them." but he didn’t. I also asked him if he needed to go in the laundry room and check the heating and he told me that it was not necessary. He then told me that I have to sign a board which wasn't filled. I was shocked when they took the payment first. Also, I've never had to sign a tablet that was blank before they left.

The contractor told me five times that the problem with the heating was the way my house had been structured. He said our house was not made to heat up or cool off the whole house. I told him that I've lived in our house for 20 years and have never had this kind of problem. He then told me that that was what he was going to put as the problem. He made me feel dumb, like I didn’t know what I was talking about. I've been trying to call the company because I wanted to send a report.

I then let it go for eight days and I was teeming because nothing had changed in our house. I then called AHS and the young girl I talked to was very nice. I asked them to send someone out. But I knew they were going to send someone from the same company so I told her to send someone from a different company. However, they told me that they can't send someone different and that they could only send a different person from the same company. They didn't want to pay another company if I've already paid which I understood.

A young man then came out and he was very friendly and nice. He provided very good customer service and took care of everything. He told me, " Ma'am, I have to start from the beginning. I'm going to go into your heater first. I'm going to see what's wrong there." He also told me he wouldn't know anything until he takes the cover off the heater and see what was wrong. He then found the part that was messed up. Then, he went to my thermostat. He asked me if the previous contractor didn't check the thermostat and I told him no. He asked me if I have not noticed the low battery coming on and I told him that it started coming on that morning. He then told me that he'd replace the battery.

He also went outside because I told him we've always had trouble with the air in the bedroom. He told me that the AC was okay but he told me that he was going to look at some part that was out there too. He came back the next day to put the part back on. Then, he told me that if I ever have new problems, I could call them right away.

The contractor who came out was on time, super friendly and knowledgeable in his area and on what he was doing. He called ahead of time to find out what the issue was with it, what model number it was so that he could bring any parts that he thought were needed to repair the unit. The service was also amazing and they got the job done that visit. Everything is working perfectly fine since the repair. I’ve been using them for almost 10 years now and the only complaint I have is their annual renewal. When we sold our new house and got our new one we said, “We want American Home Shield again”. A couple of months into it, I called and bought the policy myself for my new home, and I said I want everything included. I even mentioned I wanted my septic tank system covered because in my old house, I had an issue that they wouldn’t come out and do any work to it.

When we had an issue with the aerobic septic tank pump on our new house, I called them and I was told it was not covered. They didn’t end up including it and they had to go through their call records because they recorded everything. They said, “We're sorry, you’re going to have to put it on there at your annual renewal, which just passed last month”. When they called me to renew, I told them I wanted the septic tank system covered, and they told me at that time, “Well we don’t cover septic tank systems”. I said, “That’s funny because when I just talked to you guys a couple of months ago and was trying to get service done on my system, they said ‘you don’t have it, but you’ll be eligible to add it at renewal.’”

It was frustrating, and their renewal department including the people signing me up was horrible. I absolutely hate dealing with them. I considered looking at a new home warranty company this year just because of that issue and I have a little beef with that. But otherwise, American Home Shield has taken care of every other facet of my home and there is a great and service. I work with groups of guys who were gone two weeks away from their family and I told them about AHS. I told them it’s painless and they can get the issue fixed. They don’t have to be worrying about it while they’re away from home and it’s been a big selling point. It has helped me out so much while I’ve been gone an away from my family and I recommended it to 100 guys at work.

I scribbled out my credit card number and sent that to AHS and sent the receipt too. They were going to wait 10 to 14 days. It has been 10 days now and I haven't gotten my check back from them yet and we're still waiting for the refund. But my experience has been good. However, if we have a problem, it takes a little longer to get something to be taken care of. We went a whole week without hot water because our water tank started leaking and they condemned that. It took them a whole week to replace it and it was tough to work without hot water. But otherwise, I had no problem with the company. If somebody treats me decent and I get good respect and response, I stick with them. I have been with AHS for four years now and they've always taken care of everything 100% for me.

I called Home Shield and said, "Get me somebody else but do not send Joplin Service again." And they said, "We might have to use Joplin Service but we'll check with them." They checked and Joplin Service didn’t want to come back. So, they got me a different person who came out and did what they were supposed to do in a timely fashion and it worked well.

I rarely file a claim and when I finally need it after years of paying, I get jerked around a little bit. And there's one unit that American Home Shield didn’t cover. There was an under counter refrigerator that I listed as an under-counter fridge but it's actually a wine cooler and they didn’t cover it at all. They refused to work on it. To top it off, I sat on hold for the longest time when I called Home Shield to try to get service. So, it wasn't a very pleasant experience after these years of paying. I should have just saved all my money all these years and bought myself new appliances. They're quick to take my money, send me bills and notify me that my contract is up, but they're very slow to respond when I need help and they’re not very willing to help when I need it. It's like they want my money but they don’t want to actually service me. They should bend over backwards for me since they know I hardly ever file a claim.

Then, one day, I noticed water on the floor. It was a very slow leak but it was like two weeks worth of leaking. It was full of water down there. I called the company directly and the rep I spoke with told me that she could open a work order. The second guy came quickly and looked under the cabinet. He told me that the first guy only changed one of the supply lines when he should have changed both. So, he changed the other one out. I’d recommend AHS. It's great to be able to call them and ask for help when something gets broken and I trust that they are using quality people.

Everything works. American Home Shield saved me a lot of money so far. I recommend them to anybody getting a home warranty. It's worth it. Most of the time I've used them for some kind of plumbing problem. The garbage disposal went bad one time and I've used them for the hot water tank and that was probably the best deal. They replaced it. It went a long time ago. That was one of the first things that went. For $125 that was worth it, for the deductible.

My neighbor had a problem and she had to replace something and it cost her $2,000. And I told her, "You should have a home warranty thing." Her reasoning is, "Why spend the $40 a month? When something goes wrong, I'll fix it." That might be right for her. I got the money. I'm a school teacher and I'm single. I rather keep it in the bank. I don't want to come up with a big expense at one time.

AHS subcontracted with Sears and the first time they came, the technicians were out within a day or two. But after the part came in and I called them back, it was two more weeks before the people came back. Sears did a good job, but if AHS had another contractor that could have come out after the parts came, my experience would have been better. I’ve had other things with AHS and the contractors came out right away. When my water heater pilot light went out, I had a man there within 24 hours. It went out again a couple of weeks later and the man was on vacation, but he came two days later. It was not a 24-hour thing, but it was pretty close.

Another thing was one of the times when I called AHS, I had to wait on the phone for almost an hour before somebody picked up. That took an amount of my time. Whoever it was that answered the phone said he'd report it. AHS prefers that I do things online but that doesn’t work for me. AHS isn't the best and I had to look up the warranty I had before and I’m going to get a quote from them for the next year.

Then, it was over two weeks before they showed up and I had to call several times to find out what was going on. I tried to reach them on December 5th but the lady texted me that she was on the other line and that she would call me back. Then on December 12th, I called and left a message but I didn't get a callback. I also called on December 14th but they didn't return my call. I tried to tell American Home Shield what was happening but almost every time I called them, it took over an hour wait time to to talk to somebody there. One time it was 40 minutes, then when I called right after Christmas, it was fairly quick. When I told the guy that I didn't expect that, he said that they got extra help.

When the contractor finally showed up with the new icemaker, they didn’t check anything, One of the guys didn't even unplug the refrigerator which I thought was scary. He just unscrewed the old icemaker and put in the new one. When it didn’t work, I called the tech back and he said that it would take 48 hours for him to come back. That was the 18th. When he didn't come back, they called me at 4:00 on the afternoon to say that he couldn't come that day unless I wanted him at night. So they said he would be here first thing the next morning. But he didn't get here until 10:30. He sat there and told me that it was because my refrigerator's freezer temperature was turned down too far. But I told him that I have this refrigerator for 10 years now and it's been set at that same setting. It made ice all along, so that was not the problem.

I had to go at the time so after he turned up the temperature of the freezer, I asked him when he was coming back. He told me that he'd be back in the morning if he didn't hear from me. The icemaker was still not working so I didn't call them but he never showed up or called. On December 29th, I called both numbers for the repair people because I had their office number and the woman’s cellphone from when she texted me that day when she couldn't answer my call. Still, their tech never came back.

Meanwhile, the guy that I had before who replaced the ice tray on the icemaker came to my house to clean my dryer vent. I told him what was going on and he took a quick look. He opened the freezer door, held down the sensor, which took about two seconds, and said that the problem was the sensor board. I called American Home Shield and requested for a different company to work on my icemaker.

When that company came, their tech did exactly what my dryer vent guy did. He held the sensor down for two seconds then said that it was the problem and that he had to be back to replace it. So he was a good guy, he knew what he was doing, and he knew how to troubleshoot a problem. On the other hand, that other guy who first came out didn’t know what the hell he was doing. He didn’t even know that he had to troubleshoot to figure out where the part with the issue was. So he was costing American Home Shield extra money since I didn’t need an entire new icemaker.

I have American Home Shield for three years now and several times I had good service from their contractors. I had one other experience where the people they sent out came for the same thing twice. But they were good and the problem was solved very quickly. I also had a water heater go out and that was another horrible experience. The guy who came out had me convinced that I needed to go with a fancy tankless water heater and wanted to charge me $1,000 for it. But something happened to him and he didn't come back or return my calls. So I requested for somebody else.

When the next guy came, he said that our gas pipes come from the street and it was not strong enough to give me enough gas. He said he didn't even know how it was running my heater and everything else. So he said that the tankless water heater was not going to work because I don't have enough gas to push it. He told me that it was in my best interest to get a regular water heater instead. All in all, in theory and if it works great, having American Home Shield is nice. They helped me out and saved me some money. But when they're dealing with crooked companies who don’t know what they're doing, issues come up. They should also employ more people to answer the phones because my experience with that was just crazy.

But the second guy who came out was wonderful and very familiar with the product. He found the model number immediately, and said that he had worked on those stops for a very long time. He also tried to see if there was a part available to fix it, but there was not part that’s available since the machine was 20 years old. So, we ended up having to get the value of the oven unit and buy another one, which we could have on installment. American Home Shield should try to find a way to figure out that the people they are sending out are actually doing everything they can. Other than that, I would recommend American Home Shield and tell friends that it would be very wise to have a home warranty, especially on an older home.

In the meantime I have called out a reputable company we have used in the past because we were unable to get a technician in from AHS in a fair amount of time. There are no code modifications necessary and they can do the whole job for $1600.00. It seems unfair that AHS can cash out $736.27. I was told that was what Empire plumbing would be paid for the job. No wonder their technicians pad the bill for modifications. I have been a customer of AHS for well over 20 years covering numerous properties. I now have 3 covered and once this hot water heater is fixed by a reputable company I will be shopping for a new warranty company.

So I was dealing with that company, the woman I spoke with could not have been less helpful. She would say that she would call me back in half an hour, but 90 minutes went by and she still didn't call. So I called again and she told me to just schedule it and she'd call when she knows something. It went on for a very long time, more than one day, and during this entire time, I was trying to contact American Home Shield as well to see if they could connect me with a different company without cancelling the open ticket. But I could not get a hold of anyone from American Home Shield.

At this time, I still did not have heat so I had to see what I could find in terms of any kind of space heater. I've had people on BestBuy.com who were helping me and I had people in the stores at P.C. Richards and several other places for something that I could get for that day. But the only thing available in Fairfield County was a $700 unit which was a portable AC/heater thing and it was something that I could not afford.

When I called the heating company again, the same woman told me that she could put me on a waiting list. When I asked her when I'd know if someone cancels or if a tech was coming, she said I'd know when they show up at my house. I told her I couldn't be here all the time because I had to pick up the kids and she said that if they showed up and I wasn't here, they'd go to the next one on the waiting list. So, that was absolutely no help. She also couldn’t tell me when the scheduling would be done and just kept repeating that she couldn’t figure out the scheduling.

I spoke with the woman again the next day and told her that I was going to cancel the claim because I do not want her help. She could not have been more rude. I wasn’t asking her to feel sorry for us that we had no heat, just a common human decency and customer service, or anything without the tone and the bile that was coming out of her. If those were the kind of contractors that American Home Shield was putting out there to their customers, then I wanted absolutely nothing to do with them.

At that time, I was still trying to get a hold of American Home Shield and I was on hold for another three hours. I picked up my youngest from preschool, my oldest from his after school activity, and made dinner. Then the people from Gault, the oil company in town, came and fixed the problem, and left. But I was still on hold with American Home Shield. So finally, I got a woman at AHS and I told her that I wanted to cancel my plan and that I couldn't pay $100 a month for something that was not going to work. I told her that when I needed them, they were not there. So, there's no shield, no warranty, and no benefit for this.

The reason that I was waiting on hold for so long with AHS was that I didn’t have the money to be calling other companies to work on things that were covered under my warranty and to pay more than the deductible. The $125 deductible was really what I could afford but having no heat for all those days, I had to spend $700 on a heater that I didn’t need and $775 on a last minute emergency service call for another tech to come out and fix the heater since going to a hotel was not an option at the time. I had to include all of these expenses because I was on hold for three days. I couldn’t reach anybody at AHS and the people that I could reach in the company didn’t care. There was also no option to email anyone, live chat, or contact anyone at AHS. Being on hold for that long was absolutely ridiculous. If I had serious problems or an emergency, I wouldn’t have been able to reach anybody.

So I cancelled my policy and after a couple of days, a gentleman called me to follow up but I couldn't go through it. At that time, I was driving a car full of kids, so, I wasn’t able to speak with him. I'm going to write for the newsletter of American Real Estate Association about my experience. That was how I found American Home Shield to begin with. It was a recommendation from a realtor who worked with that. So, I'm going to make sure that their own customers don’t suffer the same fate.

Also, when my refrigerator was leaking, the technician stopped the leaking, but the refrigerator has not made ice since. Then another time, my daughter had accidentally knocked over some liquid detergent which went into my dryer. The technician was supposed to clean all that out but then, he just rushed and got out of the house fast. All the liquid stuff was still in the dryer and all over the floor. Later on, I started smelling something strange smell and thought it was coming from the dryer so, I turned it off, put it out, and the accordion tubing that goes from the dryer out the door was cracked up which the technician didn't tell me about.

Also, I had a leak coming through my ceiling upstairs. The technician was supposed to come that morning but then he called me and said that he was busy and that he was going to come in the afternoon. When he came, he said that it would be hard to go up in the ceiling. I told him that he should be going up in there and find out why it was leaking because he was supposed to come in the morning and he chose to come in the afternoon.

So, he did and said that it was not the roof leaking. I told him that it was the air conditioning so he went out there and said that he didn't see anything on the air conditioning. But he found out that the tubing from the air conditioning that was supposed to be going outside was clogged. He unclogged it, but I had to force him to do his job. I'm paying $50 something every month, then I'm paying $100 when they come which is ridiculous and then, I have to make people do their jobs.

Lastly, whenever I wash my clothes, the water backed up in my shower downstairs into my toilet. When I called the city, it wasn’t on their side but on mine. They sent a plumber out here and he was so professional. He put covers on his feet when he came in and went all the way around my house trying to figure out if there was another source that he could go through to see if he needed to clean it out. Then, I showed him the one that the city always used. He did that and he ran that thing about three times. He came inside and ran the washer to make sure everything was clear. That was the best experience I've ever had since I've had the contract.

They were there the next day. Unfortunately, he couldn’t help us because of the issue. They sent somebody else out to do the work through them. He said the problem was in the attic where the duct work is. Another thing was our return air on that side of the house was 14 x 14 and they went ahead and made it bigger. He said that the return air was too small to function at that end of the house and they put a blower up there. That was another $1,700 but it worked. Once they finished, it was night and day.

The last he did was he said that we needed to get somebody out here to blow in some insulation. That needs to be done but I don't even know what to use. He said his girlfriend went on Groupon and got hers really reasonable but I don't know anything about Groupon either. I would need to ask my son-in-law if he knows somebody. He is a home builder but when I need him and my daughter, they are off in Hawaii in one of their little trips. My sister and I are living here alone. I don't know how to do stuff and she doesn't want to do stuff so we just call American Home Shield. When my husband was alive, every time he was gone we would have some kind of freak storm and his coworkers would have to come and do different things. But we don't have that anymore. Every time we have a chance to tell somebody, I recommend American Home Shield because it pays for itself ad there's the peace of mind.

We have a Moen faucet in the kitchen and we had to get somebody come out because it wasn’t working properly. The first guy who came out knew exactly what he was talking about. He went on Moen and got information from them then he ordered the parts and the parts came in. We called them back and they came back out and finished it. But then, there was something else that went wrong. It was in the battery case and the next guy who came out didn’t really know what he was doing. He had never worked on the faucet and it's still not working 100%. With Moen, it's automatic. You just wave your hand over but it doesn’t do that anymore. It does turn on and the handle was a little loose. But at least it's working and that was all that we wanted. We didn’t want it to be leaking anymore because that was what started it. It was leaking underneath but he fixed it. The guy was wonderful and we've always had really good service.

I tell everybody AHS is a good deal. My wife used to always question me until we've had a couple of things happen that we needed it, and it took care of those problems. They're all professional. They always conduct themselves the way I'd expect anybody that work for a good company to conduct themselves. They listen, take care of the request seriously, and try to resolve a problem. And our interactions have always been positive and resolutions have been easy to arrive at.

It took me forever to get through when I called. I literally put my phone down and waited for two to three hours the first time to get through. When I finally talked to someone, she said I had to be double charged even though they made a mistake. That didn't sound logical to me, so I called the next morning, waited another hour plus. Finally that young lady said I shouldn't be charged and that they're going to send a memo. I get the bill in the mail that I've been charged anyway, so I went on social media and sent a message, and they said it would be corrected. I called them again, and this young man said that he absolutely would send a memo. The memo had been written, but had not been sent. So, fortunately, nothing has come out of my account, and right now, I have not received another notification.

I've never had this issue. I told the representatives that I think it's poor of them to try to charge me and blemish my reputation because I have a spectacular record with American Home Shield. They had sent a collection letter that I needed to pay the $75 because it was past due, and that's when I called again. I guess it was human error on both parts, but if someone is calling and writing that much, it seems like someone could finally connect the dots so I don't get a pink slip in my mail box. And that bothers me. Finally, there was a note in my messenger that they were going to get it straightened out. As of now, I have not received a past due notice, but if I do, I will be contacting American Home Shield again.

So far, the contractors that I had have done their responsibilities. The only one that I was unhappy with was a couple of years ago. But after I called American Home Shield, they explained the policy and I said okay. But what he did was a partial job. I had to get someone else that night because the water that he partially eradicated was still coming out of another drain, and I didn't have time to wait two or three days because that water was spreading all over my basement, so I had to pay another $250 that same evening to get that done.

I don't know if he thought he had gotten everything done. It was coming from my air conditioning that I paid for the extra antifreeze. But since I couldn't pinpoint him as being less than competent, I just let it go, and my son paid for the additional plumber who came out that night as an emergency. We had to pay extra. That was an error I accepted because we didn't know, and I'm assuming the contractor didn't know.

Also, it shouldn't take two or three hours to get a representative. That's absolutely ridiculous. No company should have to have their customers wait that long. I have to sit on the phone and my daughter taught me how to put in speaker so at least I could move. Every time I called, they're going to tell me there's a 30-minute wait then there's an hour wait or there's a 2 hour wait. Someone needs to correct their horrible representatives. They should be taught to leave a memo and give a number for a particular case, so that we don't get to run around and two or three people come out, and therefore, the company wants to charge the customer. That's my biggest complaint. Everyone has time that is important to them, so when you have to sit there and wait, that's absolutely ridiculous.

The people that have come out have been polite and professional. But there are too many errors that are made right now. Everything I've asked for has been corrected, and that's all I can ask for. But the wait period is too long and when following through on a customer's claim, problems could be eradicated if there are reference numbers for those claims.

Another great thing is that they got rid of Sears because Sears was horrible as one of their contractors. We had the motherboard go out on the washer and it took a week for them to come out, then another two weeks for him to come out again to find out the serial number which I could have given him over the phone. And then, it took another three weeks for him to replace it. I had called in and complained about that and I'm really grateful that American Home Shield recognized that that was not a good option and had made that change for the better. I'd tell me friends that American Home Shield's dependable and that they stand behind their work.

But the harder part has been with the plumbing. One of the handles in my bathroom didn’t work for the shower and tub. The valve was often stripped and so I had to use a wrench to turn the water on and off. I called them about it and they’ve sent somebody out who put in what looked like kitchen sink faucet handles. They were weird looking but I didn’t care as long as it worked. But then the faucet was dripping which wasn’t the case before. He said it was the water in the line and that he'd stop it soon. So he did some work in the wall, put in a shut off valve and then put the two handles on. He matched the two handles so he didn’t just try and switch out the one. The dripping was not stopped and has turned into a stream.

When I called American Home Shield, the IVR was not very clear. I was also guaranteed to be on hold for a minimum of 40 minutes so if I happened to get the wrong team for what it is that I need, I have to go back on hold for another 40 minutes as they transfer me to somebody else. I’ve already experienced it where I’ve been on hold, then was sent to a wrong team so I waited another 40 minutes. When they came back on, they put me on the wrong line so I had to go back on hold. I’ve spent four hours in a day waiting on the phone and then talking to someone. Talking to them on the phone was a hit or miss as well. I’ve had people that were very helpful, knowledgeable and understanding. But the latest one that I had was terrible. I was on the phone with the guy for an hour talking about the things that people had come out with to repair and didn’t repair.

Then my second electrical call was for my tenants upstairs. There were four things that needed to be looked at which they didn’t pass to the electricians. So, the electrician went up, talked to the tenant and just looked at two outlets. Meanwhile, my tenants had a closet light and a hall light at the top of their stairs that didn’t work as well. They came back and looked at them today but the electricians didn’t look at any of those.

So, I called AHS and said that there were plumbing and electrical problems where they didn’t pass on all the information. The person on the phone was awful and said that it was a new problem and that they didn't fix them. I’m like, “But you sent the people out here to fix it and they created the problem, so at least come take a look and have a peek.” He said that I would have to put in a new service request if I wanted to do that. I spent over an hour on the phone with him and he just said no to everything that I talked to him about.

But what was great about American Home Shield was that I could ask for a service online. Like when my dryer was broken. They asked me where they would charge me and the guy came out. First the heating element and the timer were out but he didn't know the timer was out so he ordered just the heating element. A week later, I didn't get a phone call so I tried calling the contractor but their phone didn’t work.

So, I went back to American Home Shield and they were able to get the guy to come back out again. Only then did he realize that the timer was out as well and had to order that part. But two weeks later, he still hadn't ordered it. I called the contractor who said that the dryer wasn’t their fault and that the paperwork said it was completed. But it still was not working. It neither spins nor dries. Then they called me today and the guy came out again. He said he put it in and it totally fried something. So he had to go back to American Home Shield assuming that AHS would replace my dryer.

And then, as I moved into the house, there was a dishwasher that needed to be replaced and it was a total fiasco. The tenants didn’t know that it was a portable dishwasher so initially, American Home Shield ordered a regular dishwasher for them. The people came to put it in and said we couldn't have the regular one and that they would get a portable dishwasher.

The person who delivered the portable dishwasher said, “I’ll get into your system. We can’t hardwire into your system because this is a portable.” And so, I called back American Home Shield and said, “The one that was there before was hardwired in, like this is under their sink.” AHS said that they would replace it. They would order the conversion kit for me and would get a plumber out here to do it. The plate was to cover the part if I take the wheels off to make it look like it was completely meant to be a built-in, but that's what didn't fit. They hired three plumbers who said that they could do it but none of them could. One showed up but wasn’t able to do it and the other two cancelled after a week.

So, I ordered the dishwasher and Lowe’s came to deliver it. They too said that I couldn't have a regular dishwasher because I didn't have a countertop so they took the dishwasher back. I called American Home Shield and they were very nice about it. They sent a dishwasher again but this time, they did not order a conversion kit so I ended up having to spend at least $200 for it. AHS hired a plumber to come and do the installation.

Also, the water from the sink backed up into the dishwasher. My tenants noticed it because they were washing black bean in the sink and all of a sudden there was black water in their dishwasher. So, I called AHS back and the rep said that it was a different problem and that it was under warranty so I would have to go to my warranty company. But I said that it was an installation problem, not a problem with the actual device. I asked to speak to a manager but none was available. Then a rep would call me to say that they're escalating the issue and that someone would contact me within the next two days, but I didn't receive any.

I had the electricians in my unit today to look at something else. I told them to write down every single one of the things as part of the ticket because if it was not part of the ticket, AHS won’t fix it. So they did. The dishwasher was also fixed today. The guy took off the hoses that were attached, attached the new ones, bought a beam, hooked it on the plastic hook, put the washer back up right, and walked away. The dishwasher was installed two weeks ago and there was a clumsy plastic clip that had broken already. I asked if we could get a metal one and he said no. He put it in zip ties which was really frustrating.

Another good thing about American Home Shield though is that their contractors answers so fast. They got back to me the next day and they were able to set stuff up within a week so I’ve been really pleased with that. Because in my town, when I’ve called for other professionals to come out and do stuff that weren't covered by warranty, getting them to call me back is a feat in itself.

If they left things broken three times in a row for the same thing, then I might be a little pissed. But even with some of the things that did not work out so well, as long as they came, made things right and did not create a different problem, that's all I would care about. If it hadn’t been for the last couple of weeks and their reaction to fixing the stuff that hadn’t gotten fixed that were already paid for, AHS was great. I was so happy with the electricians that came out. They were so knowledgeable. They explained to me what the problems were and gave me helpful hints to make sure that in the future, I wouldn't create problems for my tenants. However, one of the plumbers they sent came out drunk. It was 3:00 in the afternoon and he smelled like a brewery.

My warranty was coming up at the end of the month and I told them that I wasn't going to renew with them. The guy that I talked to said that it wasn't problem since they weren't going to let me renew. I got mad about it so I called American Home Shield back. They said that if I wanted a policy, I would have to get another kind which covers a lot more stuff and would be $50 more a month. They didn’t have a lot of calls before on this Pick 10 policy because the landlord didn’t live here and the tenants didn’t know that they should ask for things to be fixed. But since I bought the house in October, I had been calling about all the stuff that needs fixing. If I get another home warranty, AHS would not hear from me for three years. I would rather pay a higher premium, have all my system covered and have peace of mind.

Despite all this, the plumbers told me that the repair wasn’t covered in my plan so they didn’t resolve it. But these companies were familiar with this house and knew this problem because the previous owner had AHS. Also, when I bought the house, I questioned the real estate first about those areas around the back door and the slide. But he didn’t have any answer or at least he didn’t share it with me. This might have been a previous problem, too. So I was disappointed that it could not be resolved. Right now I still have water coming out of my sink under my house and I can’t wash. Nevertheless, AHS went through a due process.

My latest claim with them was with the refrigerator. We called them up then submitted the paperwork. The repair people called me in a couple of hours then they scheduled an appointment, came out and try to do a repair. The repair actually took four different visits by repairmen, and five weeks of ordering parts. They had to replace literally every single part in the refrigerator including the boards, dryers, compressor and evaporator and they kept doing it in series. Like they had to come out and that has resulted in this problem and this has resulted in that problem. In the meantime, I bought a little portable refrigerator like an under counter one and we had to use that for four weeks all through Christmas and New Year’s. They couldn’t get the parts during the holidays. They order something and the company’s not there and then they’re waiting for it.

So, in many ways, it’s frustrating. They kept coming out week after week but it finally did get resolved and the refrigerator is now working. They actually had to get a specialist in. He was from Sacramento who went to Las Vegas and drove 11 hours over there to see what the problem was. So, I thought “Wow, really?” And then he figured it out and then ordered all these parts and he came back a week later with the parts and then it’s worked. They did not want to buy us a new refrigerator so they want to repair the existing one which was a beautiful refrigerator. A new refrigerator we check was $9,000 and it costs probably $4,000 for them to fix it.

But I don’t really hold anybody responsible because when it broke, they came out and diagnosed it. And the different repair people who had come out are fine. They would call and make an appointment, said the repair was in and showed up on time. There was one guy who was there for four and a half hours of labor to fix the refrigerator. It was a big deal.

I’ve had some very frustrating experiences with AHS, and yet they come through. They’re no different than any other company. They handle problems when they come up. So, that’s good. They don’t give me a problem and I’m up for renewal right now on my policy. So, I think I’ll renew it. I also recommend AHS to people all the time. I’m a real estate broker so we recommend their product to clients.

I would tell the contractors what the problem is, they would come and see the issue then they would send out something to American Home Shield. AHS would then tell me if they can fix it or not. I've had American Home Shield for years now and I don't have too many issues with them. I've been recommending them for a long time, however, some people say they're going to have issues with them.

But close to a year ago, the bottom of our water heater had corroded. I called American Home Shield and they sent a plumber out. A guy took pictures and said we were going to need new water heater. But AHS denied the claim saying that it was the stand that the water heater sat on that was corroded and they wouldn't pay for a new one. I wasn’t too happy that one time. But I've used them around nine times over the years that I've had them and that’s really the only negative that I can say. All the other times, it's definitely been a worthwhile thing having them.

One issue was at my personal house and Gagne Heating and Air serviced me. They came out, solved my problem and everything was good. On the other hand, my experience with my other house where my daughter lives in was not a good one. The first company that came out said they were going to order a part but we never heard back from them.

Five weeks later and with a temperature of 11 degrees in Atlanta, my daughter still didn’t have heat in the upstairs of her house. We finally called the company and they told us that they have the part but they wanted to come back out and re-diagnose the issue. I asked that their manager/owner call me and explain why they needed to come and re-diagnose again but nobody ever called me. I told American Home Shield about that and I didn’t want the first contractor back. Then, from what I understood from my daughter, the company that finally went there this week solved the problem. They were a good company and they replaced the valve that needed to be replaced. All in all, I would recommend AHS and tell others to get this insurance if they have appliances that may eventually break. If AHS can’t fix it then they will ultimately replace it. In fact, I recommended AHS to my son and he signed up.

When our air conditioner went out and it was 102 degrees, we couldn't even stay at home. We're told that somebody would contact us within 48-hours and that was reasonable. Their service people contacted us but it was going to be another three days before they could come out. This had happened repeatedly. Last summer or summer before, we had to go stay in a hotel for a week. Also, a lot of their contractors weren't very good. They said they fixed the problem but it wasn't so I had to call back in, go back starting from scratch. It was like we had gone with a problem for two or three weeks before we got it resolved because of the way they did business.

When our furnace that was about 30 years old wasn't working properly, we called it in. I was on hold with American Home Shield and nobody ever picked up. Finally, after 30-45 minutes, my husband said he had the number of the contractor and he called to see what they were going to say. They picked up, we told them the situation and they remembered us. They were familiar with our house and they were kind enough to say they would call American Home Shield for us because they had a backdoor number.

The contractor came out but they couldn't fix the furnace. It was repaired so many times and probably should have been replaced before. But AHS just always put a Band-Aid on everything. I get that they're in business but it finally got to the point when the contractors came out and they said they couldn't do the furnace anymore and we needed new equipment. AHS replaced it with a new one and that has been working great. But it was the contractor that got that issue resolved for us and not American Home Shield.

We're very dissatisfied with AHS. We paid for so many years, $600 a year. We've been here for 17 years and we feel like this might be a really good time to go somewhere else because we got a new furnace out of them at least after paying all those money. I would not recommend them. There was always something going on and they would tell us that this or that would not be covered. To get the service performed, it's so frustrating and they just put us off. Last winter or the winter before, the furnace went out again, the same furnace that they replaced. We have a Macaw parrot and we couldn't just leave the house. I had three pans of water sitting on my stove to heat the house and we all slept in the kitchen. This went on for four-five days. It was crazy.

Also, the hold to get and talk to someone is long. I’m not a computer person so I don’t go online to file claims. I’m a telephone person and was on hold for almost an hour. I had to put on the phone on speakers. But I’ve never had any problems calling other than if I'm not home and the money. I suggest that others get American Home Shield.

At that point, I knew that there was something wrong with the compressor so I called Troy Heating and Air again. They came back and checked it again. After they replaced a couple of items, they determined that the compressor was locked up which means it was no good. And being that the unit was so old, it wouldn’t have been wise to just replace the compressor so they put in the paperwork to replace the whole unit. Troy Heating and Air did a really excellent job. They did everything the proper way and tried to get the old unit working but it was too far gone. And American Home Shield just came right through and did everything. We were very pleased with the way everything went.

In fact, our insurance was running out and we were not sure if we wanted to carry it through again, especially if we had a bad experience. But since everything went so well, we decided that we were going to keep AHS. We renewed it for another year and I have been recommending American Home Shield to people who don’t have the insurance on their appliances. I tell them about our positive experience and how easy it is to talk to the people whenever we call in.

Since the repair, we haven't had any issues. I’ve been with AHS for many, many years, and this is really the first occasion in the number of years that we’ve had to actually request for service and it went very well. They were very timely in response. They were also on time. The new tracking system where they text that they’re on their way and see what the progress is on a map is not very timely though. There is a delay. I received a text, and within 10 minutes, the contractor was ringing the bell. But it didn’t cause me any problems. It worked out fine. We’ve had the warranty for 20 years, and it’s a hefty premium on a yearly basis until you have a problem, and then it seems to pay for itself.

I would recommend American Home Shield because when something happens, it's an easy thing to call. The Sears Appliance cost so much for each appliance and American Home warranty beats that and it covers the whole system and the house so we switched from Sears to them. I also liked their professionalism. I thought that paying through American Home Shield worked faster than having to wait for the subcontractor to pay. That worked perfectly because that cuts up a lot of having confusion. Also, the internet system that they use to notify their subcontractors was terrific because they saw that one happened to be in the area and he responded immediately. It was a phenomenal experience and I couldn't wait to tell somebody about it.

Then apparently, AHS reached out to me and I have missed that call. I was in a limbo for a couple weeks before I called them and tried to figure out what was going on. Then I was on hold for a long time so I didn’t get a chance to talk to them for them to tell me about their good process. In every other situation I've had before, the person came out and fixed the problem so I've never had to go back to the website. The contractor who came for the washer was a nice guy but the machine is still broken. When it spins really hard, there's a piece in the back that's loose, rocks around, and hits the sides of the washer. Right now, I'm using it to the point where it seems dangerous. Then I turn it off and throw the clothes in the dryer. It’s a bit of a hassle but I'm rocking it until the wheels fall off.

AHS offered to get us a new one but the hard part is that we got a royal blue matching Samsung set and all the replacements don’t match. They have options on there but the model that we have is old. AHS said that I could go and buy one so, I'll try to go back to the Home Depot where I bought it from. If they don't have that then I will look around. The options AHS had for me were almost going with a GE even though I have a Samsung. The few that were colored or close to what I have had a steep premium for AHS and I realized that they don’t like to pay off. They just want to get it replaced.

In general, I’m contented with the options that AHS gave me. When I got insurance to fix things, I thought that when they couldn’t fix something, they were going to say that I paid a $100 fee to get somebody to come out so they would give my money back and I was on my own. But I was very pleasantly surprised that they offered me $605 for the replacement and that they offered to replace my washer. That was a good bonus.

The contractors sent by American Home Shield were fine as well. We have a great number of Hispanic workers out here. One of them did not speak English, but that was all right and we got by. The other fellow spoke enough English that we could do it, and they did the work efficiently. It's been working beautifully since then, the way hot water is supposed to be.

I've had these policies in the past and I've owned other homes, but warranty companies seemed to find every way they could to get out of paying for whatever it was I needed. This didn't happen with American Home Shield. I was very impressed by how they dealt with me. They weren't trying to get around anything or get around paying for anything. They handled it by the book, and they were very nice. They were very clear about what they were going to pay for. They got back to me on their own and said, "We overestimated the portion that you have to pay. There are a couple more things that are covered after we get a review." That was totally surprising and pleasing. It's the best experience I've had with any kind of home warranty, and I would recommend them without hesitation.

I was not really happy. And I’ve considered finding somebody else, but I don’t know who else to find. And I called American Home Shield and didn’t get any help from them. They just blew me off. They took the claim and sent somebody out here, but after that, they’re done, all they want is my money. We’ve been with them since we bought the house 20 years ago and we paid them like clockwork. And in the last two years apparently something changed and we’ve had these types of problems. They’re good about sending people out, and really good about taking the money. Anyone interested should try to find somebody else.

The contractor, Accord Appliance, has been coming back and forth to work on my refrigerator since last year. I'd wait for new parts then they'd put them in it. But when the technician leaves, after an hour, the light would start flashing on the front of the refrigerator again and it would stop cooling. I have bottles of water in the refrigerator for testing and they are not getting cold. What good is having a refrigerator if it doesn’t work sitting in my kitchen. I've also lost at least $300 worth of meat and milk because of this issue. I went away for Christmas and New Year and I thought it was fixed. But when I came back, my house stunk of rotten meat and I didn’t get a reimbursement for that. I told American Home Shield that I'm on a fixed income and I can't afford to keep losing meat.

Now, I keep the meat and milk in the garage refrigerator and I have to run back and forth to the garage to get them. This is a huge house and that's a long way. I have to go upstairs, walk in my hallway, go into the garage, then go upstairs and all the way to the end of the garage running with food all the time. It is very frustrating and I'm tired of cleaning up my refrigerator. I've been waiting for eight months to get it fixed and it has been a terrible experience. The technician told me that it cannot be fixed. So he's wasting his time and my time on it, and he doesn’t even get paid for coming out for a recall. But he's coming out again today to try to fix it.

I always recommend AHS because the service is a good thing to have if you're single and I'm a single senior citizen. They came on many occasions and fixed things, but the companies that they work with were very slow in getting things done. I waited a year for them to fix my microwave but they couldn't fix it and they finally replaced it. I also can't afford to go with another company because they want the money upfront where American Home Shield takes it out of my checking account every month.

However, American Home Shield should defend their customers a little better. When I pay my bill every month and deal with American Home Shield, I would expect a little better service. I’ve got two policies with them, and I’ve been with them for 15 years. There’s never been a problem, but I had a real bitter experience this last fall. They had been running me through Greenway Home Services up at Memphis for a long time. Greenway did a pretty good job, then they got real sloppy and they got where they were sending out people who were rude.

I had an air-conditioning problem, and they sent out a young man out. He was real haughty and smart alecky. He told us that he couldn’t fix it, he had to order parts and all that kind of stuff, and he went ahead and left. And then he never showed back up and never called anything for several days. So, I called Greenway and I said, “When is your guy going to come back out and take care of this?” They said, “He’s not coming back. We cancelled you off our service call.” I said, “What are you talking about?” They said, “Well, when he went to get back on the truck, somebody from across the street made a racial slur to him,” which I know was a lie. I went and checked with all the neighbors and everything. They said that their guy just spoke to him and the technician from Greenway turned around and walked off. I didn’t appreciate the fact that my family and my neighbors were allowed to be talked about like that when there was nothing to it.

And so, now we can’t even use Greenway because they won’t service us. We never had a chance to talk to anybody. If we actually did that, why didn’t someone from Greenway call me and say, “Sir, we’d like to talk to you and find out what happened here.” But I wouldn’t let them down in my house if they came now because of the way we were treated. We’re still with American Home Shield, and we will be. I just think American Home Shield should have gotten involved in that. They should have said, “Fine. Then do not go back.” I had already paid the deposit, and I never got it back. I had to start all over with American Home Shield and pay a new deposit. And they sent somebody else to fix the problem. Other than that, I would recommend American Home Shield. They do a good job.

Although it wasn't anything critical, there was a delay in getting the parts. The gentleman then came back to install the replacement parts once they arrived. He was very pleasant and gave great customer service. He explained exactly what he was doing and set realistic expectations. The issue was fixed right the first time. I would definitely encourage others to take advantage of American Home Shield's services. I’ve had their services during the late 90s and back then, I wouldn’t have referred them to my worst enemy. They have come through this time around and it has been stellar. It has been a very positive experience.

He had to order a new faucet and it took a little bit longer than usual so I called them and they said it was being ordered and it will get here a certain time and it did. They came out and it took about four hours to install it and a total of about 10 days overall to have our sink repaired. We had a special kind of faucet and it works perfectly now. I've also used them before. They came out and fixed my garage door opener on a Sunday. We couldn't be happier and I'll keep them because I need them. And they have been the best one I've used because I've had other companies and I was not satisfied with them.

As far as the shower is concerned, the tech said that the only thing I can do is to keep plunging it. I can't snake it because it's clear out to the street. He said that the problem might be the trap pipe underneath the shower and it's going to be about $4,000 to go in and try to straighten that up. I asked why it hasn’t been done. That’s the thing I don’t get. At first, we use Drano every time the shower backs up into the shower stall for a whole while and the tech said that the problem with Drano is that it builds up in the trap and gets like concrete. He said that there’s nothing else I can do for it. We can see water going through out there but it’s going to back up and I’m going to have to take the plunger every time it happens.

However, I am going to cancel AHS in the near future because I still pay almost $4,400 for the bottom floor from my own pocket, as well as $3,300 for the top floor. This is the second time it happened. According to the air conditioner, they said it would be more. We got $1,500 credit. But it's definitely not a replacement where I don't have to pay anything. I have another claim for the toilet. It's leaking and they come out next week. I have to see how that goes, but I don't think it is worth it. If they fix it for free, that would be nice. Nevertheless, they did not hide anything from me.

So the wire nuts came out. My husband said the contractor re-wired a few things not underneath the fixture, but with the switch and did that. I just got back from a conference and I saw in my office mailbox here some checks from ServiceMaster to help replace the cost of the light fixtures, which I'm hoping is enough, because that also does include the installation through wire nuts and I'm not sure how much they will charge.

Initially they were going to give me $175 towards the light fixtures and I'm sure they were not aware that they were three speed fans, reversible, and that the lights were nice light fixtures to begin with. Submitting a claim is never too easy. Number one, getting through to them or just not being on hold for a long time. I try to do it online. Sometimes their options aren't quite the match with what needs to be done.

I spoke with them about the quality of the light fixtures, that they were not builder grade-- except for the bathroom one. It was nice enough but the other two were not. They were more expensive. One of them actually has alabaster stone on it. Because the other dining room light fixture I bought in is one that I bought through a lighting store and that we moved from our other house so it's also alabaster stone, which I'm not replacing. I don't need it replaced. That was like a thousand dollars. I had upgraded my light fixtures on my own when I have the house-- when it was under construction.

My husband actually was there and he had nothing but great things to say about the contractor who came out for that. And that's why we're going to call them back for when they install the fans. I have to go buy the most stark looking and I'm having a hard time finding what I want, which is why I didn't want it replaced, I just want it to work.

I'm a realtor so our company wants us to ask for people to supply American Home Shield on all the transactions, which sometimes I actually prefer their service from other companies a little bit better. I kind of have mixed feelings about them. I had another call last year when I had a leak for my shower. When I was having my house appraised, we looked up at the ceiling light by the smoke alarm in entry and noticed that it doesn't look quite right. So after the appraiser left, I got on a chair and touched it and then I realized it was moisture damage.

So then I called. And because when the house was built, they brought the master bathroom shower drain-- they kind of notched it into a truss and then put it through the truss. And the truss was holding up the shower and the soaking tub. And the two plumbers that came out from American Home Shield wanted us to cut the truss and then American Home Shield said, "We'll pay for the repair." But they warranty the house if it fails or falls during the repair by cutting up the truss. And they're very clear on that that they would not cover that. So they weren't even willing to post up to help hold the other structural part of the truss. So as a result I didn't have it repaired.

I only haven't used that shower since March of last year. We’ve just been using another shower. And I've just been trying to save my money. Because I figured out I just have to pull that out and do it from within because someone said, if you can put that shower strainer in from the inside, you just-- but to do that, I have to pull the whole fiberglass shower tub out and then have it fixed and then we'll have to re-tile. So I asked them if they would consider that at all to fix it and they wouldn't do it.

I submitted another one and Mister Appliance accepted that but they said that they weren’t going to be able to come out until the following Monday so I contacted American Home Shield and told them about the issues. They said technicians have a 48-hour turnaround time but none of those were within the 48-hour guaranteed window. The lady that I spoke with said they would try to reassign it and they would contact the party to find somebody that can be out here before Thursday. She turned it over to dispatch and said I should hear from dispatch later that day. But I never heard anything from dispatch. I went in and cancelled my open order because I knew I was going to be gone.

I tried to submit a request and see if it would go to someone else besides Mr. Appliance and the original one but I kept getting them. I’d submit it, cancel it then submit it again, trying to get somebody else but no one else popped up. I told my wife we were not going to be able to get the freezer fixed until I get back then I went ahead and submitted an order. It came back to Mr. Appliance but for some reason, it didn’t get through to them. I was gone Thursday through Tuesday evening and when I got back on Wednesday, I went ahead and called Mr. Appliance but they said they didn’t have the work order.

I called American Home Shield and the person I spoke with resubmitted the work order. Mr. Appliance got it and called me on Wednesday and scheduled the appointment. They gave me a window from 10:00 to 12:00 and the technician came right before 12:00. He was very nice and he seemed good. He came in, took it apart, diagnosed the problem, saw what it was and then put together a work order. He said that he was going to bring it back and turn it in at Mr. Appliance, that they would reach out to American Home Shield and that I should be hearing something from them soon. For whatever reason, this claim took a substantial amount of time but the appliance is a sub-zero refrigerator so it’s a high-end one and perhaps there’s a limited number of people that are qualified to do that type of repair. But normally, the people are responsive on the time and they stay within that window.

Every contractor that American Home Shield had sent out to us had been fine. And if there's been an issue with something that they've repaired, they came right back. It happened with our air conditioner last year and they came right back and fixed it. We've had AHS for 10 years and we've had nothing but good business relations with them.

We had a problem with a very rude and dishonest gas plumber. I emailed somebody higher up at AHS, and she very quickly called me back. I told her I got the problem fixed by somebody else 'cause I I wanted to do it but I wouldn't deal with the rude plumber. She told me to send her the invoice and they would see what they would do about covering some or all the cost, depending on what it cost. Even though the interaction that we had with the plumber was so negative, AHS was very good about trying to make it right. I haven't turned the invoice in 'cause I haven't gotten it yet, but they were very quick about calling and trying to fix the problem. Once they cover you, they're very good at working with you to get things done.

American Home Shield took a while to send the second plumber out because they have to send something over to their main office. There are two different places in which one only deals with the people who answer the phone and then they have to send them over to corporate to get them to okay another contractor to come out for the service to be done. So, All Clear Plumbing came out and they're excellent. The first plumber told me he would have to cut the pipes and replace them, but that wasn’t the case. I got the wrong information from him because the second plumber fixed everything and everything's perfect. All Clear Plumbing have real nice guys and they know what they're doing, so I'm real happy about that.

American Home Shiled should speed up the communications to speed up the process of the claim. I had to initiate all the calls when I had a problem and that's a major thing with me. Once, I talked with somebody who had been extremely helpful and that was really late at night. Then when we had a snow ice thing for a few days, I called and the wait time on the phone was over an hour so I hang up. Another time, I waited over an hour to get through and it was late at night but I got through quicker. Still, I'd recommend American Home Shield and I've told friends I have their warranty since I bought the house.

I called AHS to let them know what happened and I was on hold for over an hour on two different occasions. That was upsetting. When I got to talk to their reps, they said that the tech filed a report that I wanted a new garbage disposal. I told them that I didn't say that. I just told him that the garbage disposal wasn't working and was making a lot of noise. AHS then told me that I had 30 days to still work on it but they could send someone else out here. So, someone else came out and he fixed the problem. He was quick and he did a good job. He said that the garbage disposal was broken and it wasn't going to work. So, he put a new one in there. Everything was fixed within 30 minutes and so far, the new garbage disposal's performance has been good.

I called American Home Shield and spoke with the customer service agent. I explained to her that I shouldn’t have to pay because the tech did not secure the screws. One can’t just go laying screws around, especially with the sink being close to the dishwasher. She assured me that I was not going to be charged specifically because the garbage disposal was still under the 30-day warranty. However, when DrainGo got to my home they said that they don’t cover when metal is in the garbage disposal.

American Home Shield drafted $75 out of my account without authorization. I called the next day and I asked the customer service rep if the previous phone call was recorded as that was the simple fix since she would be able to hear what the last person told me. She said "Yes." She applied for the credit and stated that it will take about three days before it shows up in my account. I still need to check and see if it has actually been credited to my account.

They also never called me or my husband to let us know that they were going to replace the stove. The technician who fixed the dishwasher, in some way, knew about the stove being replaced. He called and said that American Home Shield had decided to replace the stove. I called the person I spoke with and they confirmed that the stove was going to be replaced, but I needed some documentation for it so that we can start the process of getting the ball rolling to have it replaced.

When I called back, I said, “I have a stove that you guys are going to replace, and I’m going to move on quickly.” They were also going to replace a refrigerator, but we have not done so yet. I asked them about the refrigerator and she said that she did not have any documentation about the replacement of the refrigerator. I don’t understand why things are not consistent. If something is charted or recorded or documented, then everybody should be able to see the same thing. When I call, regardless who I speak with or how many times I call, there should be some consistency across the board in regards to communication with the account.

I’ve been with them for a long time, and I have thought about canceling my policy, but overall, American Home Shield has been good to us. I hear a lot of horror stories, but I reply that we didn’t experience that. I would like AHS to keep things the way they are, but they need to iron a few things out. We’ve had things break down and in every instance, whether we’ve had to call back several times or not, they have taken care of the issue. There may have been problems with the service providers, but I can’t fault American Home Shield for that. They could, however, vet the people that they use a little bit more, because ultimately if I call American Home Shield I’m going to go with the person that they recommend.

AHS highly recommends one person or company. I know they highly recommend Greenway. But I had a guy from Greenway come over, and he was why we have to get the refrigerator replaced. We went on and on for months and months. Had they sent or chosen a more experienced technician, then we wouldn’t have had all the trouble with the refrigerator.

The HVAC worked well for about five days but it was constantly tripping the breaker since everything up there was burning up, including the fuses and the wiring. So, when I tried to make contact with the service provider, they said that I had to go back to AHS. I went back to AHS, submitted the service order and it took me approximately three days to get in touch with the service provider to schedule an appointment. Unfortunately, it snowed and they said that roads were bad so they can’t make it and they rescheduled.

It was cold, so I called another service provider who at once did contract work for AHS. In the effort of trying to get some heat on in the house, that was the only recourse I had. I called in All Seasons, they came out and said that the system was burning up everything and that I’m endangered burning down my house if I continued and tried to use the system. So, the next day, they send the guy out and said that I needed to replace the system and that it was on safety. He won’t do any work because of the fact that it was dangerous. So, I had to order an HVAC. At that time, the system was not being used. I was supposed to contact AHS and get a second opinion. I’m a consumer and I was told to go ahead and buy at Walmart and it could only operate one of the years since too many kept tripping the breakers. I had to shut my house down in half and tried to keep the portion warm throughout this whole time.

That’s where we’re at now and it was back and forth a bit. It got tested with AHS for two weeks and then they finally service resolution expert or some other title they call. I have to give a copy of the entire work order to that provider and with the service order for him to review on Monday. Once I provide the information, he’ll review it and then go from there. I got a brand new unit and had it installed. I paid for that for the ease of the process. AHS American attempted to reimburse me a portion of it and they’re not completely finished yet. The contractor showed up for the initial work on the 5th of January and on the 16th of that same month, I sat down with them and they gave me the price and all the good stuff. And then they came that following Friday.

I’ve been with AHS for five years and it was the first time that I actually had an issue. Prior to the HVAC system breaking, my washer had broken and they came out and serviced it. Everything was perfect, and then the past has been the same way. What they need to do is become better with their phone system, since that was what was frustrated me. I was on hold for 45 minutes one day, an hour one day, another 45 minutes and I still haven’t talked to anyone. I was trying to call the line for my contract, but I was on hold for three days and never disconnected. I like the quickness of going online, but when I need to talk to a human, it’s nearly impossible. That was what made me resort back to calling All Seasons. I would tell other people that if they don’t mind waiting on hold for an extremely long time to talk to someone, go with AHS. For other services, other than HVAC issues, AHS is the best thing working right now.

The repair operations didn’t bother me at all. I am a double amputee and my wife died last April, so I just sat here all day, down on the carpet, as the techs went about their business, tearing the old unit out and putting the new unit in. A couple of hours later, they had completed the work and everything was lovely. I like American Home Shield and I've not had a problem with them. I had a problem, though, with one of their contractors, the BPM heating and air conditioning company, a few years ago, but this company had changed hands and the new folks are a lot more knowledgeable.

I say, "Well, doesn't somebody in the office?" He says, "Well, there aren't any plumbers in the office to do it." So the plumber has to do it himself. And I said, "When it will be in?" He says, "I don't know." He said, "I'll call you when it's in." And so after about a week he called me. But they wouldn't set up a follow-up appointment until the part was in. So then, I had to wait to find something in the calendar that fit into both of our schedules. And the day that he was supposed to be here he called that afternoon and he said, "Well, I see that it's still leaking." He said, "I'm going to have to order a different part."

And I said, "Why are you calling now the day that you're supposed to be here to tell me that you have to order another part?" I said, "Why didn't somebody in the office?" He says, "We don't have any plumbers in the office." He said, "I have to order it." I said, "Well, how long is it going to take?" He said, "I don't know." So I didn't hear anything. Ten days later I called them back and said, "I've not heard a word. When is this part coming in?" And the woman in the office told me, "Well, it should be delivered to your house on the 8th of this month," which was yesterday.

I said, "It's being delivered to my house." She said, "Yes." I said, "Well, why don't I know this?" She says, "Well, didn't anybody call you?" I said, "No." So it arrived on Monday. So I called and it's today. It's the first time that somebody will come out. So he's supposed to be here between 2:00 and 6:00. What this says to me is this outfit clearly does not have anybody working in the office. An operations-type person who can order parts. And this is ridiculous. This has been going on three to four weeks. I've never worked with a plumbing repair place that did not have a person working, a scheduler, or a supervisor-type person who understood what plumbers do, that they couldn't order the part right there.

And I said to the plumber when he called me that day that before he got here when he said he had to order another part, I said, "Why are we just talking about this now, all this time later? He said, "Well, I don't see the orders until the day that I leave. And I just looked at yours a while ago and saw that the toilet is still leaking." It must be a very small operation.

And the reps are not addressing the problem. It's up to me. I had to call after it didn't work the first time. I had to call American Home Shield back to get an authorization for that plumber to come back. So I've had no follow-up from American Home Shield whatsoever. My contract with American Home Shield expired this week and I did not renew it with them. Don't use them. If you call their 800 number you can't get through. They tell you to go online. And there are people who don't have computers or older people who are not comfortable using computers. Their 800 number says, "We're awfully busy." And for some people that's just not very convenient at all. I was not impressed with them.

They sent another man who said it didn't have anything to do with the drains. It was this board in the front where you push the buttons to make it do what you wanted to do. He fixed that and it was like a new machine! Everything worked and it was great. Then, last weekend, it stopped working with clothes in the machine and we couldn't get the door open. I called them but they couldn't get anybody here until Friday. The man came and he said it was not the drain. It was the pump and the drain tube was clogged. So, we were back to that. I had smelly clothes in the washing machine and they smelled horrible when he got it open. He wasn't able to clear the clog out of the tubes that come out of the back of the machine and goes in the wall. But there was the clog in something else that he cleared out. And I'm waiting for them to call me back to set up the fourth man to come.

Also, a year ago, I bought an oven through them and it wasn't coming. I tried to get a hold of them and they delivered a very nice oven finally but I didn't know I paid for it. And their phone is a problem to me. I wish they would be easier to get through to on the phone. You continuously get that they're busy on another line. You hold and it never comes off.

I like to call them in when I submit claims but if that's not possible, I do them on my iPhone on the set-up that they have for that. I'm older and not swift with computers but I can navigate the iPhone a little. But I'm having a problem now that there's no little button to push on my iPhone to clear up. So, they need to improve their telephone approach. Up until now, I have had nothing but good things to say about American Home Shield. It has worked very well and I'm very pleased with everybody they sent. They've always sent very nice people that have done their job. I'm very satisfied with them.

I’ve had American Home Shield for 3 years and I’ve gotten quite a few things serviced. I would use their service again but the only thing is that I put in claims over the phone and I wish they would put something in place instead of having to wait on line for so long. Or they would take our name and call us back when we’re next in line. Because there’s a long wait period sometimes if I call. Still, I would recommend American Home Shield and tell others to call them.

People tell me to get rid of American Home Shield and get what they have since they don't have issues with theirs, but anyone's going to have problems with warranty companies and that's something that I have to deal with. If anyone would ask me about AHS, I would tell them to check with all the warranty companies before they decide on one.

The contractor AHS sent went ahead and drained the water heater and refilled it. He didn't find any problems with the heater but I haven’t seen the problem since then, so it was taken care of. The same gentleman was able to take care of both the claims. He was very nice and was able to show up within an hour of me calling them, so that was incredible. This nice guy explained stuff to me and pointed out a few things that may not be covered but that I might want to improve. If you live in a bit older home, it’s a good idea to have the maintenance warranty just to cover yourself.

My mom never had anything done until her husband passed. It was not that she was making them come out all the time. That was the first trip. And the garage door worked and she could get the door up. But when the first guy got up there and finished it, we couldn't get the door down. What happened was the guy tweaked some of the pots on there that reflected how much torque the motor would put out. He left the garage door where we couldn't even use it. And that ticked me off even more and I was very dissatisfied with the service that he did. I adjusted the pots on there which adjusted how far the door went down and up and how much torque we put on the motor.

Contractors need to be careful with what they say. Their inexperience could affect people in the future for getting something fixed and that was what aggravated me. It was a wasted call. My brother had to get on the phone with AHS and tell them that we wanted someone else to come out. So we had a second guy come out. He was an older gentleman who took the time to look at the problem and the board. He was so business-like and my mom felt like she was in good hands. He said that the board was a mess and he replaced it. He also said that it wasn't shorted. He put new wheels on the door too. But if the second guy didn't find out that it was truly just a part then we would have been out of even more money. That's not right. It's not like we get a list of people and can kind of interview them. Otherwise, my mom is thankful for the service and she is happy. But she thinks that AHS should hire people that had been checked out and know they can do the job.

But the contractor was amazing. He fixed part of it but he also pointed out another issue with it. Somebody had tiled the bathroom and they did not have a neck that is raised to meet the new tiles. The toilet is secure but eventually, it's going to damage the neck. I also understand sometimes our stuff is not covered and I don't have a problem with that as long as they explain to me like the lady calling me and explaining what was going on. I understood completely that the issue we were having is a builder issue. It's not a failed part issue.

I submitted the claim online originally but I'm not impressed with the website. I’m old school and I want to talk to a person, not a machine. But when I call, I've got to jump through hoops before I can talk to a person. Also, way back in the beginning when we had an AC repair, I wasn’t impressed with the contractors that came out and when they had to come back out the following year, I requested another one. Other than the dealing with the AC, everybody I got to work with was very pleasant. I realized they have a protocol and the parameters they work within. But they’ve done very well. American Home Shield is easy to work with and I’ve had relatively good experience with them.

The contractor and I talked about what we thought the problem was and he addressed it. It was simple since I’m a contractor too but I like AHS. I could have called somebody I know but then I got to wait for them. So, I prefer to use AHS's service. He had been here before and I was comfortable with him. He had the part that was needed on his truck and then he did the replacement. It was fixed the first time and it took 15 minutes after we did the troubleshooting. The system is running fine now. Every homeowner should use AHS and it’s better than a full coverage car insurance. There is some stuff that is not covered but if you’re not taking care of your house, it’s not going to work for you. You have to maintain your systems. I'd tell my friends, "You're crazy if you don't have AHS."

Also, I had another claim and they were supposed to put in an order to come back out and finish something but I haven't heard from them since and it's been about three weeks. The representative was fairly nice but I'm at odds as to why they haven't responded back. Still, American Home Shield is a great company. I've been with them for over 13 years and I'd recommend AHS to a friend.

The kitchen pipe in one of my properties was clogged. So, I asked them to send someone who knew what he was doing. The contractor was supposed to come between 3:30 to 5:30, but he showed up at 7:00 and said that he was running late. Moreover, he was brand new, and didn’t know what he was doing. He tried his best, but he couldn’t do anything, so he left. So, I called them, and their manager was extremely rude. I’ve never seen a manager talk like that. He tried to look for faults in something that I did, and he insisted about cleaning up the pipe. He said that they couldn’t do anything, and that his technician said that he couldn’t do anything, so it’s my fault. The house was built in ’99, so it wasn’t too old. So, what I did was call another person without going through American Home Shield, and they came in and fixed everything.

I’ve also had another experience where I had some AC problem, and needed a senior technician, and they didn’t send one. I asked the technician how long he’s worked, and he said only one year. But, when I called them to confirm, they said five years. So, they lied. They talk to customers, and then talk to AHS with completely different statements. I have people living in my basement, and I called he and she told me that she opened the door when United Temp. came. But, the manager also called AHS, and he said that they couldn’t go in the basement because the people living there weren’t opening the door. American Home Shield should investigate and listen to their vendors and customer and judge them. I also sent AHS an email, but they didn’t respond.

American Home Shield does a good job of Shielding themselves from the American Homeowner when there is a problem. The service provider you will get is of THEIR choice, not yours. The policyholder has no choice or say in who will be the provider; you get what you get. Of 2 service requests so far, one excellent and one terrible.

I put in a claim back in October because my microwave turntable didn’t go around and I couldn’t regulate my oven. American Home Shield hooked me up with a repair person. He came and assessed the situation, and he said that they had to replace my stove. The stove was replaced and they had to order a part for the microwave. By Thanksgiving, I still hadn’t heard anything, so I called American Home Shield. They said he had an office problem and he’d call me Monday. He called me on Wednesday. Then they changed my technician because they no longer work with this guy who wouldn’t show up and wouldn’t do the repair. Today, somebody from a different repair place came and assessed my microwave. The turntable still doesn’t turn. He has ordered the part and the part should be delivered to me. He’ll come back in two weeks and fix it.

The heat works fine. I have a new stove and the oven works great. But this however is probably the worst that I’ve had. I’ve had American Home Shield for 24 years, I have never had a service person not call me back within 24 hours of the time I put in the claim. I’ve never had them not be able to come in a timely fashion. I’ve never had them not do the work within a week. Also, it’s really difficult to get to talk to American Home Shield. You’re on hold for a really long time. At one point I found a place where I could do an online chat which I liked. And that seemed to work but then I looked another time and I couldn’t find that. Nonetheless, American Home Shield is definitely a positive thing to get. They have a great product though they get bad technicians sometimes.

After about two months, they deemed it non-repairable but AHS was great about providing funds to replace it. They gave me an option whether I order a refrigerator or they do what’s called a “cash in lieu of”. I opted to take the cash so I get to purchase whatever refrigerator I wanted. They sent a check in the mail and I got it after about two weeks. We have a sub-zero and it was pricey but it was old so the amount that they gave me was fair. Some other companies cap it at $1000 but American Home Shield provided $3000 which was substantial.

I was pleased because I have read some horror stories about some maintenance companies that don’t want to honor claims. I was really pleasantly surprised and happy that they did honor it. Also, they didn’t give me a hard time at all and they were very accommodating. We had about three different things within a year to have somebody come out and each time, it was easy to work with them. I also love that they have the online thing where you could put in a ticket so you don’t have call. It's very efficient. My experiences have been really positive and I would definitely refer them to friends.

I made one claim online and I another on the phone. I get lazy sometimes and I like to talk to people so often. The website was good too and everything was fine. My techs were great. They were friendly and very knowledgeable. They gave me some good tips. They were also interactive. It was like they were my neighbors. I'm also a licensed realtor and I have the option of using a variety of home warranty products, depending on which side of the transaction I'm on. So I know that everyone has their good and bad stuff. But I’ve had American Home Shield since 2001 and I've really never had an issue at all with them.

I suggest having a warranty to everybody. Everybody who owns, rents or has anything to do with a home should have a warranty company that they value. Because obviously, as any advertising would highlight, the cost of repairs is not getting any cheaper. So sometimes, it's just good to have some backup insurance for those big ticket items.

They sent out another guy who was much better. But he also said that the reason was that there were wires that were crossed. He took pictures and he sent it back in. I got a notification from American Home Shield that I'm not covered because there was a clause in the contract that there are things that would not be covered under the electrical part of the contract. And whatever happened wasn’t under that. I ended up having to pay $1,000 out of my pocket to have someone come out and fix everything. I live on Social Security, so it's very frustrating.

Also, American Home Shield has told me that I could use one of the people that they had sent out and who I like very much to fix it. The guy said he would come out but I never heard from them again. They didn’t call. Luckily, I had someone else who came out who was wonderful and fixed everything. I sent it in to American Home Shield so they saw that everything was fixed. If something else goes wrong, I'm still covered. I was very upset because I've been paying all this time for something like that if it goes wrong and I wouldn't have to pay for it. But I can understand some of their policy and I understood that it's an exclusion. And generally, I'm very pleased with everything that I've ever done with American Home Shield.

My only thing is that when I first signed up with them seven years ago, my rate was like $25 a month. Now, it's $40 a month. The fee has gone up a lot which I'm not happy about. Also, lately, I haven't been able to get through on the telephone with them. I'm very upset about that. In one of their numbers, if something is broken in your house, if you say yes to that and hit number one on the phone, they’ll pick it up right away, but if it's any other question, they can keep you waiting for as long as 20 minutes. I was going to send this information that I've had it all fixed and I sat there. But they didn’t pick up. That never used to be the case.

But they have come out, answered their phone right away, and sent somebody out. I can connect with whoever they give me the number of and I usually make the call because I don’t want to wait for the company that they say. They usually come out the next day and I've always been satisfied with whoever they send out. It's all local help.

However, I've been on the phone with AHS multiple times because I keep getting a notice that I'm $75 past due on my account. This is my first billing ever with them. I called back yesterday again because I got a statement in the mail the other day and then I got an email that my account was past due so I paid my $75. I have my receipt and I'm getting kind of aggravated with the situation. They kept telling me that my balance was zero and this has been going on for two weeks now. Other than that, my experience has been good.