American Home Shield Reviews

Original Review: Feb. 24, 2018

After 25 years of dealing with American Home Shield, I am no longer interested in their services. Their phone service has gotten worse and worse throughout the years. Their reps are basically script readers and they’re not there to help anybody do anything. They steer you to their website, which is okay. I’m the director of information security for a large agency and I know my way around the computer, but sometimes their website is obtuse. I needed help but I have never gotten any luck with them by calling and having someone speak to me right away. There is usually a half hour wait on the phone, and then they switch me to here and switch me to there. It’s not a good experience. I have used them on two out of my three properties and had to cancel because they were unresponsive.

Their contract has gotten more and more expensive and I have spent a lot of money. I pay for the entire year. We started paying very little, but their monthly fee has tripled. I now pay $75 a month. I know things go up in price so I di not mind. However, any time I have a service call, I have to pay another $75, when it used to be $25 per services call. Nevertheless, AHS has a very good appliance service provider. Whenever we needed appliance service, the same company comes out and they have done a good job. We were happy with that part of the service and not everything has been bad. They have been good, but overall, their services have declined. My recent experience was the icing on the cake and the cherry on top.

On January 4th, we noticed that we had a leak in the kitchen faucet and we asked American Home Shield for a plumber. The plumber came after several calls, but he said, “I can’t touch that. The fixture is protected by a lifetime warranty.” He wouldn’t even look at it or tell us what was wrong. We called the manufacturer, which was local, but they didn't make that part anymore. They said that the broken part is a generic part and I could get it there then the plumber can install it. I called the plumbing company but they said they cannot install local parts. It was like a vicious circle. I told AHS that they have to do something since the plumber won't repair my faucet.

The plumber also noticed a small leak underneath the sink but said that it was inconsequential. It flooded the inside of the cabinet but we didn't know since don’t go in there all the time. Moreover, we have bottles in there in front and it was leaking towards the back. I said, "Okay," then called American Home Shield again. We went around and around. They said that the plumber couldn’t take off the fixture for me to have it fixed. On top of that, I got a $700 water bill because of the leak. AHS sent a second opinion plumber. The plumber said, “I can’t touch that. There’s mold in there. I’m going to send the mold remediation company.” He sent the mold remediation company who said, “You have to call your insurance company since it’s major. We’re going to tear up the whole kitchen.” I said, "No."

I called the insurance company and they sent their own drying out company that they paid without costing me anything. It’s a small area underneath the sink and they’re evaluating the situation to see if I need a complete mold remediation process. It is now February 17th and I don’t have a sink. It has been a month a half and American Home Shield said they do not touch mold. They do not do this and they do not do that. I said, “Okay, then. I don’t need you. Goodbye.”

I filed the very first claim online but each one after that had to be done over the phone because I was going off of an existing claim. The hold times are ridiculous and I wish there was a better way to file online. But their reps were all very nice. I was emailing one person and sometimes I would not get a response but if I CC that person, I would get an immediate response. Also, everyone who came was nice. The appliance guy explained to me what he was doing, and he wanted to make sure that I was aware and that I agreed. When the new washer was installed, the people who delivered and installed had knocked the vent off when they moved the dryer a little. But I had my dad fix it, so it's not a problem anymore. The washer is now performing really well. AHS is definitely worth the money because it saved me a lot of money.

My realtor said, "You need to re-engage with them because they'll try to do something like that but if you re-engage, they often will relent and see that they really should be taking care of it." This wasn't disclosed to us when we bought our house. They also weren’t even able to snake the pipe in the garage apartment or in the garage. It's downstairs and it's not in the apartment itself where we have the washer and dryer hooked up. We've learned since that they actually had to redo the foundation and half of our garage. We just moved in and we bought our house in April. Our house was unoccupied for a year and a half so, a lot of it is burping the system and getting our house going again.

Recently, we were living in Germany and my sister and her family were here this summer and occupied our home. Our septic pipe broke and I submitted the claim over the phone since we were in Germany for Christmas. Then our house guest informed me the night we were coming back that the water well pump was also broke. I was frantic and in a panic because I didn’t know what was wrong. I didn’t know what to tell the rep other than the two things that my house sitter had told me. The rep said, "I need to know what to put in the computer. Is it the water well pump or is it the septic tank?" The call was going south very quickly and I asked to speak to her supervisor. She changed her tone at that point and we were okay. Their reps need to realize that they're dealing with people that are under stress when these people are calling about something that's gone wrong with their house.

We got home from the flight and the contractor was finishing. It was really cold so it was a delayed amount of time for the glue to dry on the septic pipe and the water well pump guy came while we were in the air. He left me several messages but I couldn’t answer my phone. The contractors we were able to meet were both great. Plus the website is very user-friendly. I'm also very glad that the pool is included in the warranty because that too has been an issue. We think we have a crack in it and we had someone that was honest to look at it yesterday. He said I might have a clogged outlet valve. Every contractor that American Home Shield uses, we've been very pleased with.

The outside company that we had wrote a very detailed report of what they did and what they found upon their conclusion. Nothing was wrong except it needed to have Freon taken out of it. So, even though Freon itself is not covered by the warranty, they could take it out. I called American Home Shield and told them that I’m not asking for a reimbursement of my $300 that I had to spend on the outside technician, but I’m asking for a reimbursement of $75 fee for having the company come out that didn’t do anything. And American Home Shield said that the company did, but they could’ve fixed the problem that same day and the guy just didn’t want to do it. So I just gave up. I called them for weeks and there were records, and I even sent them the email with the detailed invoice from my guy and I still have a copy of the invoice from the company that they sent out. But I haven't heard anything back so it puts a sour taste in my mouth.

This was the first bad experience we’ve had which was why it hit so hard. We’ve been using American Home Shield for years. My mom used them for eight years before I started using them and she’s never had a problem. They’ve been very communicative and reassuring and on point. But I’m still going to use American Home Shield and they’re still a great company. They just have to have better steps for customers to take in terms of reporting a fraudulent or inadequate company that comes through the property. But if it happens again, I’m definitely going to have to cut ties.

The contractor was very professional in his tone of voice and was as cordial as he could be considering what he had to work with. The original piping was brass and he explained that they no longer install that anymore at least not for repair so they used a flexible piping. The length that was needed to fix it was only 12 inches but the only tubing the plumber had on his truck was 20 inches.

It’s been working fine since the repair but the overall appearance is not the most desirable. When I look straight to the sink, the piping won't be seen but when I’m sitting on the toilet, I could see on the side that it was looped around from both the hot and the cold pipes behind the pedestal which left an unsightly exposure on our pedestal sink. Also, when he had the pipes loose, the valves were off but there would be some lingering water in the piping from the faucet to the valve. He either could have a towel or asked me for one because the water spilled on the floor and we have hardwood in that bathroom. But I was able to give him a towel for when he disconnected the second one.

My only thing with this type of policy is that I don't get any proactive work. When there is something to be repaired, as long as they could repair it, then it is fine. However, as far as the replacement part of it, especially for an older equipment, they wouldn't do it unless it's unrepairable. But other than that, I would still recommend them to a friend.

It took a long time for the wife to tell AHS that it was on the hot water side. It also took a long time to realize that what he did didn’t work. We had to call back and the plumber had to go under the house to cut the water off just to replace the washer. The two plumbers who came out said it would only take a month. I was not happy about AHS' service on that.

Also, the year before that, we were having a backup in the master bathroom. C & P Plumbing snaked it out and said that we didn’t have a problem. But it kept backing up and the last time, it over flooded and got under the tiles around the toilet so they cut out a circle around the toilet to set the toilet and so the drainage would get down The wife cleaned up as best she could but it got up under the tiles and in a few weeks it started stinking like a cat. AHS told me that it was not a commercial toilet and that they wouldn't be covering the damage on and around the toilet. We were going to remodel our bathroom because that was one of my wife’s big plans since our hose is 35 years old already. It was very high on the list because it was hard for me to get in and out of the shower, but we weren’t looking to do it so soon.

I was really upset because we didn’t have enough money to be doing that at that time because we just hadn’t saved up enough money. My wife works two jobs to take care of me because I’m 100% disabled. We’ve been saving for tax returns for several years and also got a loan to get into this house. We tried to get them to pay just to do the floor and asked them to pay half of it but they said they weren’t going to pay a penny. And the worst thing was that because we had to deal with the contractor to do the work, they wouldn’t cover the toilet we had just put in because it wasn’t a licensed plumber who did it which was ridiculous.

I called American Home Shield to tell them about it and that he didn’t even fix the problem when he was here. AHS said that we still had to use him and we couldn’t go with a different company because it was still within the 60 or 90-day window of their warranty. In order to get somebody back out there to fix it, it would have to be the same people. So, my husband took off work so he could be here, and that plumbing company gave our appointment away to somebody. I would have never given them my money for them to come back in my house. The contractors were really aggressive. When I looked at their reviews online, a ton of people had the same kind of complaints and the owner of that company was arguing with them on a public forum.

At that point, they reassigned a new vendor but then, a couple of days had passed and I didn't hear from them also. So I eventually called and the guy came out. He looked at it, checked, and then he said that whatever the repair was he didn’t have the parts. He had to order them. Then he called back about a week later and told me that Home Shield said it was too expensive to repair so they were going to replace it. Almost a month had already passed and I still don't have heat and it was starting to get cold. About a week before Thanksgiving, I was at a banquet when I got a call. They were saying they're going to replace it, however, I was going to incur a fee because of the way the heater is located in my house. It required a lot of moving. So they told me how much it was going to be. I said that's fine and they said I'll be hearing from someone.

And then about a month had passed again and I kept calling. I called the vendor and they told me they haven't heard anything. I called American Home Shield and they haven't heard anything as well. By now, it was about a week before Christmas and I live in Chicago where it was below zero temperatures. They eventually called and told me they would do the major replacement a couple of days before Christmas. So I took off from work to set things up and made sure I was home. They said I need to be home all day. The guy showed up that morning as planned but he got a perplexed look on his face so I asked what's wrong. It turned out, he didn't have the furnace.

So I was back doing several calls to American Home Shield trying to figure out what happened. Apparently, the warehouse where the furnace went to said it had been sitting there a couple of days after Thanksgiving and they sent it back because no one came to pick it up. And everybody was pointing fingers. American Home Shield was saying they never got a notification that it was there. They called and everybody said it's not in. So I had to end up doing another order and I ended up not getting it done until after Christmas. It was just so cold that weekend that I had to stay at a hotel and other days I had to stay with friends and family.

They did come out two days later after Christmas and that's when they finally installed it. It was almost a two-month odyssey before it got resolved. While it's now working fine, it was horrible. I had a couple of close friends that I had recommended to American Home Shield. I had sent them a referral and they were very interested in signing up. But after explaining my odyssey, both of them changed their minds because of it. Overall, I have dealt with American Home Shield before and I've never had any issues. It was prompt and they came out and did what they were supposed to do. This one was a comedy of errors.

I tell everybody that they should have American Home Shield if they’re a homeowner. It’s amazing that American Home Shield insured us and I recommend them to everybody. I feel like the money that comes out of my checking account every single month paid for itself. And it’s relatively inexpensive for a situation that comes up that most of the time, the majority of people don’t have money in the bank for. So, it’s kind of a little built-in savings account for one's appliances, furnace, or water heater.

They needed to talk to some supervisor and that supervisor was supposed to call me. However, I only received two calls from them in the whole three months. I tried to contact the supervisor but it was almost impossible to talk to somebody that had any positive answer. I needed to wait and check with our technician, then the technician needed to check with the authorization department, and the authorization department needed to go back to a technician. So there was a lot of paperwork or bureaucracy. But the good thing was they always had somebody pick up the phone. Finally, I talked to somebody who took my case because he knew that it was a big case and it was three months long trying to fix it. Then, they sent me a check after that. They replaced one of the units and fixed the older one.

There were three companies that came and explained everything to me. They told me that American Home Shield sends them to me and they try to fix the orders in the cheapest way with parts that are not original. They get the parts from China. And if the parts get broken again in two months, they would try to fix it again in the cheapest way. They also told me that they wouldn’t recommend the things they were doing to my unit if I had a contract with them because it was a 50-year-old unit and putting a $1,000-part in it wouldn’t work because they knew that there was no life in the unit anymore. Their recommendation was to change the unit. But they couldn’t do anything because they needed American Home Shield’s approval.

The business model that works for AHS does not work for the clients. So I hired a contractor by myself, took the money from AHS and did the right thing. The minimum charge was $100 which was expensive. But after I talked to everybody there, they finally paid for the units. So if people were not persistent like me, definitely, American Home Shield would not pay. I wouldn’t recommend American Home Shield. I could save the monthly payment and take the risk that if something breaks in my house, I could have it fixed with the money that I would be saving every month.

Otherwise, having AHS on my property is convenient. I’ve told people about how they work, how good and professional their contractors are and how easy it is to call in or go to their website to make the service request and the people I have told have actually used them. I’ve had houses I’ve sold which had AHS and the people who've bought them have turned around and got a contract with them too.

American Home Shield followed up with me to make sure that the person came, which I thought was out of the ordinary and they checked to make sure that they did everything. They were nice and they cleaned up after themselves. I have recommended them to several people and said that they're very reasonably priced and they do very good work. I've had Choice Warranty call me several times and they want me to change to them and I just won't. If I'm happy with something, I'm going to stay with it.

They were not able to fix the washer. AHS issued us a check and we had the check within 7 to 10 days. So, we went out and bought a new washer. It has been a pretty positive experience all in all. Although, we’ve had other people come out for a pump issue in our swimming pool that needed to be fixed and the contractors weren’t as positive. They told us to just clean our filter then left us a note and left. We ended up resolving the pool issue ourselves.

The first time I used American Home Shield, it was for the air conditioner, the contractor analyzed that the unit needs Freon. And when he put it in, all of a sudden, it was not a $100 deductible. It was $150. And he was telling me something about the cost of the Freon. The contractors I had were very professional and I could see that they want to hurry up, get the job done and then leave. It's just for me, sometimes as a homeowner, I might want to talk a minute about nothing. But both times, the job was done. And American Home Shield came when they said they were supposed to come. I am satisfied with my experience and I would recommend them to a friend.

We had guests coming and the bathroom faucet upstairs wasn't producing any water so I called American Home Shield. There was another item that I had asked the contractor, when we were on the phone, to add on that and I was willing to pay for separately from the American Home Shield ticket. The contractor told me what it would cost and I told him that it's okay since I needed it done. The tech who came was extremely efficient. He found out that a little area in the faucet was clogged so he cleaned it and he just asked for 20 bucks for the additional request. I had another guy who ended up working on the air conditioner which another contractor had told me that the unit is just about to go out so I needed to be real cautious with it. That didn't turn out to be true at all because the tech sent by American Home Shield came in, saw the problem and fixed it. If a friend is looking for that kind of a home warranty, I would recommend it wholeheartedly.

When I'm not there, my mother's the only one that's there and she doesn’t know who I've asked not to come to my house. I've been looking at other companies to see if I could find a better one out there. I'm not that impressed although I used to be impressed with American Home Shield. I've even heard some of the contractors say, "You might as well go ahead -- you're going to have to fix this because they're not going to pay for that." There's so much which American Home Shield doesn’t pay for that I need to look around. That's what I've been doing to see what's out there.

There was a person that came out the first time, and they didn’t do the job adequately so the leak came back. I have called American Home Shield and told them that this was the issue that I needed to have them come out. The technician came out, replaced the parts of my sink and fixed the problem. They did a good job because they fixed it better than what it was. I was grateful for that because the first time, the person didn’t know what he was doing. Then I kept getting a bill for $75 for the fee for somebody to come out in an email. I called the first time and they said they will contact them and it was taken care of. But then the second month came by and the same issue occurred, that I was getting an email saying I owe the money.

I called up the customer service lady and she could not figure out how to help me ‘cause she just said, “Please ignore it.” I said, “I don’t like receiving something where I have to repeatedly show that I’m owing a bill because I not only got an email but I also got an invoice in the mail.” She took a while for her to refer me to one of the customer service agents beyond her who knew what the codes were because she was trying to make it seem like it was my fault. She was like, “You’re the one that is calling when we keep telling you to ignore it.” And I said, “How would you feel if you keep getting bills? And how would you feel if you get an email as well plus the paper invoice? How would you handle it?”

She finally transferred me to an upper-level customer service agent and she said to call her if I had any more issues with American Home Shield. She figured out the codes and everything of what happened why I received the email. It was because the US Plumbing had not rectified their records and was sending out an invoice request so it was showing that I was past due. I was upset, not because of getting an invoice but showing that I was not doing my due diligence which I had done.

The other thing I was asking for was an email confirmation of whatever we talked about so that way, in future if the bill was problematic, I could say I talked to this person on this date. Unfortunately, they won’t even send an email. They said that they can’t send emails so I had to call back the second time with the same issue. Everything all over again and it was very time-consuming. Other than that, AHS is not bad and they do follow through but it takes time, and they need to fix some of these issues.

My limited experience with AHS has been good. As far as corresponding and communicating with AHS, it has always been very quick, efficient and quiet. The contractors would then essentially follow up and confirm appointments to us and come out. AHS helps facilitate getting the people to fix the issues pretty quickly which I appreciate. They were helpful in getting the callbacks straightened out and to make sure that we have the correct issues identified. They were responsive and easy to deal with. With them, it is easy to get the service out to the house and get the problem resolved.

The contractors they've sent have always been courteous and polite. If they're going to be late, they call and apologize. I've had furnaces, water heaters and central air units replaced as well as garbage disposals and toilets repaired. I've never had a bad experience nor a bad contractor. They've always been good. Moreover, this recent guy they sent was really good. He was from Billy O's Plumbing, which was excellent. I recommend American Home Shield to people all the time. The $45 a month is worth it, especially if one is in an older house.

However, when I needed the AC recently, it wouldn’t come on and would just blow hot air just like the heater was telling. When it went up to 80 degrees with five more degrees up, I cut the system off. So, I called AHS and then I got a call back from Total Air. AHS was very nice but very hard to contact. I also had a problem with the first technician. The scheduled time was between 12 o’clock and 4 o’clock, but there was no show so I called and he said that he would be here at six o’clock. I stayed there all afternoon which wasn’t a pleasant time and then it was 10 o’clock.

I then got a message from Total Air that the technician would reschedule. I called back and found out that the technician said that he came to Total Air and everything was working fine. I told them that no one ever showed to my house at all and that they better check on their technician to see. If he did come, he never went to the door, which didn’t make sense. I told them that I’ve never had a situation in the past where any heat and air company would not have the technician knock at the front door and discuss the problem. So since they were rescheduling, I told them that I didn't want the same guy to come.

The next guy who came out was great and he told me that it needed some kind of board since it was ice outside. The air-conditioning didn’t come on since it was unplugged so it was obvious that the first technician never came because he would’ve seen that based on what the second technician said. The next guy couldn’t solve it though because it was late when he got out and they had to order a part. Him and the second technician were both good but the first guy should have been chastised to find out what happened.

I got a call from the installer immediately and he said, “No. The manufacturers don’t send anybody up. It doesn’t work that way. I need to come out and take a look at it and if there’s a problem that’s related to the manufacturing warranty, then I’ll contact them and we’ll go from there.” I said, “Okay. So let me call back American Home Shield again.” I called, talked to the first person, and I was on hold forever. They had to do research online with their research department. Then the research department said that I have to go to the manufacturer. I told him I’ve been told that the manufacturer does not send out anybody to the site and it was clear that I made the purchase last summer, it was not functioning. All AHS needed to do was send the guy out that worked on it last year.

Everywhere I turn, they tried to avoid doing the right thing. Instead of the AC problem, which was over a year ago, we had the outside air-conditioning piece fixed. They picked heating which was not necessarily the right thing and it turned out it was an AC related thing. I told them that I’ve had enough of waiting for this and it was clear what the right thing to do was so we could either do it the hard way or do it in any way. I told them I was happy to contact a lawyer and would do whatever I have to in order to make sure we get this thing done. Within 10 seconds, the girl came back and said that they’ve decided to approve my request. All of a sudden, because I was going to make this thing, they decided to go forward with it. The guy that installed it the previous summer came out and fixed it. He doesn’t speak English very proficiently, but he was thorough and awesome. He found the part that was causing a problem and got several things.

AHS had a hard time doing the right thing all along and they never did what they say they were going to do. They pass you off to somebody else and end up making repeated phone calls. They never passed me to a supervisor and it was a waste of time. They ended up doing the right thing and produced a satisfactory result but the process to get there was a nightmare. I was very disappointed and disgusted by the whole thing.

But American Home Shield sent somebody out in a very timely manner and he was very congenial and polite. The issue with that company was one of the employees told me when I called her was that part will have to come from up north and they had all the storms so they didn't have people going in to work to take care of it and they can't drive on the road. She never completed it and she's gone now. It would have been better if American Home Shield told those people that they will replace the faucet since it cannot be repaired. I'm dissatisfied with American Home Shield.

The contractor was fast and the problem was fixed in less than two days. He was really nice and he explained everything and said he checked a few different things. He figured out what it was and where it was coming from. That's when he found out that the water was leaking from the hot water handle. The process went smooth but he had to order a part. He called me the very next day after he left and scheduled an appointment. I had to put in a few service requests with American Home Shield and my appliances were fixed so I was very happy every time. They’re the best thing I ever did and I would tell others to sign up with them.

They ordered a part and that’s where we are right now. The part was supposed to be here. This has been going on for so long and it has been frustrating. But Martin's Appliances has been good and they answer the phone. American Home Shield is not an easy company to get a hold of. I got to be an hour on hold every time to get through to somebody. That's how they do business, so that's okay. But when I talk to somebody, they're wonderful.

I have a duplex and I have a couple upstairs that just had a baby in December. When the air-conditioning went out, it took about three weeks to get that fixed. It lasted for about a week before it went out again. At which point I called AHS back and said, “Do not send me back the same people you sent the first time because they were very inadequate.” So they sent me different people the next time and again, it was a process. It took a while but these folks were good. They knew what they were doing and they fixed it. They had to replace a major part which AHS folks don’t like but I’ve been paying.

Now, for my most recent claim in mid-January which was for my dryer, AHS sent someone to look at it and they said it needed a part. After this was reported to AHS, I got a call and was told the part was not available and would be on back order until February 13th, which is almost a month. AHS offered me the amount of money it would cost them to fix it, but it was a $150 short of what it would actually cost me to replace, which I can’t afford. So, February 13th has come and gone and I just got a call earlier today, saying the part that was supposed to be here on the 13th is again back ordered and it’s not going to be available until March 26th. This is not satisfactory. Luckily I can use my tenant’s dryer but I’d have to walk up to do that. We could wait it out but this is ridiculous.

At one point they said there’s no limit on how long it will take them to replace it or to fix it. There should be a limit. For example, fixing the air-conditioning in the summer time shouldn’t go beyond a couple of weeks. The air-conditioning upstairs, it was six or more weeks before they really got it fixed. And then for the dryer, they tell me they can reorder the part up to four times before they can replace the unit. This is only my second call and it’s been about two plus months so they’re only going to reorder it and it could be another two months before they tell me they can’t replace it. It’s a very old dryer. It was new when I bought the duplex. They’re having trouble getting the part and I’m not even sure if it exists anymore.

And having a duplex, I cannot place an order online if something is wrong in the upstairs apartment and my apartment. I can only place a service order for one location so I have to call. And the problem with calling is being on hold for up to an hour. Most of the time it’s between half an hour and 45 minutes, but that’s still outrageous. It keeps saying, “Happy to have you as a customer. We’re doing everything we can to treat you in time,” and it’s still a long time unless I get up in the middle of the night to make the phone call. In some cases, if I have to deal with an office like the replacement people, they’re only open from nine to seven.

I can’t do without warranty but I can certainly change people. I’ve been thinking about that because of my last few experiences but I’m not going to do that at this point. Everything in my house seems to be expiring at one time. I’ve given AHS more hits this year and last year than I have before. I’ve been a paying customer for 25 years and have had very little calls until recently. And they have changed my monthly premium by almost double to reflect that. I’m really taking my weight and I expect to get at least what I was promised in a reasonable manner.

For the most part though, AHS has done really well. They sent someone for my plumbing and the contractor did a really good job and in a timely way. There have been times when I’ve not been happy with the people that they send out the first time but in general, I’ve been very pleased with that. Also, in the past when they have replaced things, that’s almost always been a satisfactory experience. What they replaced it with was comparable to what I had if not a little bit better. The reimbursement process also works nicely. If they’re not going to replace something, and I’m going to replace it, then I get reimbursed for whatever AHS’ limit was for that.

But it was very confusing as to what to do and where to send the information. It was listed first until I got the hang of it. I have to prove that I have replaced whatever it was that they were working on. And it was not easy to find out what that process is. Especially when a customer has to wait on the phone for a while, and then finds out it was the wrong number and then gets transferred. The other number rings but I have to wait on the phone again. It’s not something that happens all the time but, and I’m expecting it's what’s going to happen with this dryer.

We thought the leak was coming from the bottom of the bowl where the wax ring was but it was actually on the toilet's reservoir. He solved the problem quickly and now the toilet is working excellently. Once it was fixed, it was done. We didn't have to even worry about it. I've had friends who would buy a house and I've told them to get AHS because they're going to save them a lot of headache in the long run for things that they don't have time to do or are out of their depth or experience. I've never had a bad experience with AHS but if they could lower the price, it'd be nice.

I told him that I got off my job to meet him and now he's telling me that he doesn't have Freon in his truck. I suggested that he go upstairs and check the unit and see what was really going on. He insisted that the unit was low on Freon and that it will be $45 per pound and he even stressed that I have to put him on a reschedule. By then, I called American Home Shield just to tell them not to send Comfort Air back to my house because they were a waste of time. After that, they sent Jason and Devon from Southern Comfort to check the system. They took their time and found that my system wasn't low on Freon. Instead, I didn't have a damper on my system and my blower motor was bad. They went above and beyond and they even came back later in the afternoon to tell me that the motor was still up on warranty.

They were able to switch the motor because I've just had the unit switched out. However, since I don't have a damper, it will keep the system running longer and it will burn up the fan motor because it was keeping the fan more than what it was supposed to cut off and cut on. They tried to get a damper ordered as well. I tried to tell the lady at American Home Shield that I was going with the recommendation from the technician. But they wanted the original company to come back and check it. They called for Comfort Air, but we knew we were having problems and their technician didn't even go up and check it. And they were the ones that originally changed the air handler. She said she was searching for everything that was going on and she was supposed to get back to us but no one got back with us.

Right now, I'm almost at a point of dropping American Home Shield because I paid my monthly and I just want things done. I don't know when the technician will come in and work on our product. I'm even thinking if they're licensed and certified. I wouldn't recommend anyone to go to American Home Shield anymore.

I had a claim before where a contractor had to come back again because they had very young people and not professional. But overall I am so happy and satisfied with American Home Shield. I keep recommending them. I have a friend and we're going to set up for American Home Shield. Another big plus with American Home Shield is that they now charge us instead of the contractors. I can choose to be charged before or after the service. I had a problem before when I paid the contractor and they kept sending me letters. It took several months and American Home Shield called them. I couldn't understand why the contractors came after me when it was between me and American Home Shield. So I'm so glad American Home Shield changed that.

The only concern is they probably need more lines because of the waiting time, especially when we have to recall for service again. I had to stay on the line for 30 minutes and then I hang up. You don't always have that much time.

The contractor was phenomenal. It was the second time I have had him. He explained to me what the problem was and what he is going to do. He just walks me through it. Then he showed me what he did. He cleaned up after himself. I highly recommend him. Everything is good since the repair. I've been very, very pleased with American Home Shield. In fact, I have told different people that it is something they need to look at. It is a wonderful company and it is a wonderful plan. It just makes stuff a whole lot easier.

It took the contractors four days to come out. They were very professional and they were good people. I was at a certain point where I couldn’t afford what they were trying to offer me so I just left it alone. American Home Shield got a clause in the contract that I didn’t read at the time but it said I would have to pay a fee that I didn’t really have to get the problem solved. They were talking about 500 some dollars to put some Freon back into the unit. Other than that, AHS is a good company to be covered with and they stay behind their words. AHS will repair your appliances if there is something wrong with them and if they can’t repair fix it, they’ll replace it. I told some of my friends about AHS but they don’t believe it, but I said, “It’s out there.”

The experience with the contractor was great and American Home Shield held up their end of the bargain. But what I would like to see is that they trust their contractors. If the contractors come out and see an immediate issue that's going to be another call within a month or two, they should go ahead and cover that also. It then saves me another $75 trip charge. That time, I had to pay them $125 out of my pocket to get it fixed and the garage door works great now.

I’ve had so many claims with American Home Shield and if it's a non-emergency, they're great to have. But about a year ago, my oven caught on fire and that claim went horribly wrong. They replaced the oven based on features, not size, and it was disappointing having to go back and forth with them on that. I had to spend time and pay someone to come and modify my wood. American Home Shield should give the customer a little more leniency. They could have gone down a couple of features and order an oven microwave combo that would fit on my wall. In the end, they didn’t save me some money by replacing it.

For a claim with my air conditioning unit, I wanted Alastair, the company that put in my air conditioning, to work on it. I didn’t want some fly-by-night or some mom and pop company working on my air conditioning unit when the company that put it in is still in business and they do good work. But American Home Shield doesn’t work with everyone in the area and they don’t have any contract with Alastair. I’d like to see American Home Shield try to encompass more vendors in the area.

My most recent claim was a heating problem, and there were a lot of issues with following through with them as the waiting time was incredibly long. The first time I called, they supposedly set up the appointment with the people that were going to take care of my equipment and replace the furnace. They said the contractor would give me a callback, and I never got one within five days. At the time, my son was just born, so I was hoping to get the heater fixed before we came back from the hospital. I ended up having to call American Home Shield.

It was a really big issue with the company that came out to replace the furnace. That was the first time for them to work on a propane house, and they tried replacing different parts in the furnace in the very beginning. The heater kept going off, so after about a week, they ended up ordering a different furnace. It was just a headache, and it was a long process. This was last month and during that time, it was very cold, so we ended up having to stay with my in-laws. It took almost two weeks for everything to finally be resolved, and our situation was very inconvenient, but at the end of it all, the contractor did a good job. However, American Home Shield is a really bad company with really bad customer service, and I would not recommend them at all.

When I had some plumbing done downstairs, I had a pipe that ended up leaking because it wasn't vented properly. The plumber that AHS dispatched did a great job. He fixed the problem really quick and explained to me what he did. I have plumbers in the family and they complimented the plumber's work. So I have nothing but high praise for the plumber dispatched.

I'm on the fence on the air conditioner. I have an air conditioner and a furnace which is older than the house. When the air conditioner starts acting up, I'm totally certain it's about time for a new one because the compressor is getting ready to give. But every time it acts up, AHS fixes the problem but it's kind of a band aid for it. I'm fairly confident that it's going to kick the bucket here this year. I have recommended AHS in the past and got a friend right now that uses them as well. She ended up getting a furnace out of the deal about two years ago. They did a really good job. I will recommend AHS.

I had signed up for a Home Warranty back in November, and this American Home Shield was billing me twice every month and I called several times to get it straightened out and no one ever called me back. I faxed my documentation to them showing the deductions and no one called back, I always had to wait at least 30 to 40 minutes to even talk to someone and when I asked to talk to a Supervisor or Manager their response was, "I can't transfer you, all I can do is put is request an approval for "Call Back Request"." Mind you this the representative has to get approval just to submit a "Call Back Request". It's not an approval to get someone to call you.

Overall, stay away from this company, they will gladly take your money, open up an account for you, but when you have an issue "Buyer BEWARE." On their own website they have great reviews, of course they are going to post ONLY the great reviews which they grab from other websites. I hope they post this review!

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

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

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

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

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

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

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

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

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

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

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

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

The process took 6 days during the holidays. I live out in the middle of nowhere and the first thing AHS can do is come up with more contractors that will work in the rural areas. I've had American Home Shield for probably 15 years now. For the last six I've lived out here and it's difficult to get contractors that we need. So they need to either find more contractors or a way to help the folks out in the areas where contractors are limited. But I'd tell my friends that I use AHS and I'd recommend that they keep them. I think it's well worth the money that we spend.

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

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

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

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

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

My only concern is, if I want to reach out to them, the call wait is long. The other thing is, I wish the repair window is faster because, for example, food gets spoiled if the refrigerator is not working. If it takes 10 days for that, in those 10 days we would be without food. When the refrigerator was not working, we had to borrow our neighbors' cooler and we used it for a week. Then, when the washer was not working, it was really hard for us because we had to go out to wash our clothes and it took more than three weeks for that to get done, which was crazy.

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

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

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

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

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

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

Then the unit went out again. I called but it was passed 60 days. They said it was the coil so I asked if it was really it because they just replaced it. The guy said they never replaced the coil and he showed me what it looked like. So I had to pay another $900. When he was leaving, I looked at it and noticed a yellow coil and there was an area where the fans were bent. So I asked the guy if he really replaced it and asked to see the old coil. But he took off and I don't know if it was replaced.

About three weeks later it leaked out again. So I called Air Doctor, which replaced the coil the second time. They said I got to call AHS and report it so I did. They sent another guy out. The new guy looked at it and within 15 minutes, he showed me where the leak was. He added that someone tried to put a soldering on it but missed the hole completely and didn’t get it. It turned out, there was nothing wrong. They replaced two coils and it was not the problem. It was that hole. And this guy fixed the hole and went to put the pressure on it overnight to prove that it worked. When he came back, he told me that it didn't leak at all and it worked that good ever since.

While it was fixed, I was out the third $900. The first time I understood that was mine. But they didn’t fix it and then I had to pay another. Then I had to pay another. Another thing was I noticed they charged my credit card another $100 and only three weeks passed since their contractor was here. I called AHS and they said that I didn't call and I just got on the internet and signed up. When I did that, they charged another $100. I was out an extra $900 and an extra $100. Overall, while American Home Shield gave good service, finding the problem with my air conditioner was the problem. And since I like having a home warranty, I'm still staying with them. But they need to do a little better. They need to get their act together so they can save themselves a lot of money and save me some money too.

The only complaint I had was where the contractors come from. The first guy that was to be sent for my two toilets was from the Triad area. I live in the Triangle area, and the Triad and Triangle are quite a distance apart. American Home Shield was going to send someone from a long way off when somebody close by was available. The contractor was going to make me wait five days before he could get here and I was not happy with that. So I called back and made a change, and AHS called somebody local that was here in hours.

They came out and fixed the problem then it happened again and then they replaced the damper and then, I think it happened another time but it was just low on Freon or something. The first time we weren’t sure. We thought it was just tripping it and this turned out to be bad so we replaced it the second time. And the contractor was good. They communicated well the first two times. The third time, I was not able to be there. Someone else was there so I didn’t talk to them. But it was great since the most recent repair. I would definitely recommend American Home Shield. I always ask everybody who’s their warranty provider and if they have any and I tell them to get AHS, I've had a good experience with them so far.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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