American Home Shield Reviews

My most recent claim was for my water heater which was leaking. AHS sent out a guy from the company they always use on us and he walked us through what the problem was. He gave us options, which was I either go find someone else who has a cheaper price as far as the water heater was concerned or I could go with them. They are people that not only explain everything to us that they're doing but they always have one or two, sometimes even three options. Sometimes they’re pricey, sometimes it’s not pricey but the fact that we’re secure in their work ethics and the product that they deliver we’d rather stick with them.

American Home Shield should continue what they are already doing with the customer service. They have been very professional in that field. They don't only sell you something to get money from you but they take time to get to know you and your family and the issues you have where they could be of benefit to. I just feel that if they continue to go down that road they would be successful for many, many years to come.

I called again and then I tried getting online. That was also a problem trying to get online. Because if I canceled that or did anything then it will hold back everything. I had to call and they had me on hold for about an hour. I just hung up and waited until the next day. I was able to call someone and let them know what was happening. It was only until American Home Shield contacted the contractors that we've been called back by the contractors to set up an appointment. It took them a couple of days in order for them to get to us. We had to go and borrow someone else's refrigerator and put all our things there until they came and took care of it. AHS couldn't get me an appointment anytime sooner because there was a high volume of people needing their help. It took three days for the contractors to come. They took care of it right away and the refrigerator has been good since the repair.

We also had a big issue with our refrigerator and it took months before the tech finally couldn't repair it. And he said it was our fault since there was dust under it. It was a new refrigerator under warranty and the book we got for the refrigerator says that you do not have to clean under it so we hadn't cleaned under it. This technician had offered to clean it for money on the side and my husband told him no. Then the tech said, "Well then, you're declined to be under warranty. We're not fixing it because of that." It was weird. We'd gone so many months without our refrigerator that we were done with it. We needed a refrigerator and my daughter bought us one after that. Most of the time American Home Shield is good, but I would tell others asking about them to look around.

American Home Shield get on top of things when you tell them something is wrong. But right now, they’ve been out twice to repair a dishwasher and it stopped working again. We want to call them back but my husband said he was going to look around and see if he could find somebody else before he calls them back because he got upset. I will still recommend American Home Shield. They respond when you need them to respond. And they don't have any control over what contractors they hire to do the job. And maybe because we never went back to report the contractor for the second time, they may not have a clue that the dishwasher stopped working again. I have told several people about them. My son bought a house and I told him that AHS was the way to go. When my oldest son gets ready to purchase his house, he is also going to have AHS. A lot of my friends deal with AHS through word of mouth from me, too.

They got a plumber from a new company to come because I had water in my basement. And he was great and knew exactly what the problem was. He was able to show me a bypass switch on a sump pump. The sump pump was not failing, but the sensor would sense when the water was in there. So, I would be manually doing that process whenever it would rain for about a week or so. I could alleviate the problem of my flooded basement, but it also meant that I have to get up a bunch of times in the middle of the night when it’s raining to make sure that my basement won't flood. The plumber fixed it immediately and we signed the paper and moved on.

I thought that the online portion of AHS' business worked fine, but it has been kind of a hit or miss. The expedition of service needed to be corrected because every time I had to call, it’s taking a really long time to get a hold of them. It’s like hold upon hold. Sometimes I could chat with people and sometimes I’m not able to.

American Home Shield is extremely helpful when purchasing a home because of the unknown of the appliances and the high-priced items that may malfunction in the first year in which one would own a home. I definitely got the value from that service as I had a few things went out in my first year when I moved into my new home. I’m glad my real-estate agent told me about it because we’re in a better position to correct some of those issues.

A week later, nobody had called so I called again and was on hold for 35 minutes. Finally, I got someone from authorizations but he was as rude as a customer service person could be. Every time I tried to lay out for him what my story was, he said it wasn’t what their policy says. After being on the phone with him for around an hour, he said that all they could do was to give me the value of the faucet and the estimated cost to put it in. I also asked to speak to his supervisor but he didn’t put me through to anybody else and said that his supervisor would tell the same thing he did. So, I asked for the estimate and he said somebody would call me. But until now, nobody called yet. The sink has not worked since the middle of November so I was very frustrated and not happy with them. I've been a customer since the 1990's and it's the first time I've ever had an issue with them and it’s terrible. I would recommend American Home Shield with reservation.

The contractors were here the next day and they disconnected the water heater. American Home Shield contacted another company for me who cut out the drywall and put in fans. I was pleased with the work they did and everything was right on. I had plumber I never wanted to see again, but these guys were great. They were friendly, and professional. They arrived just right on time. I thought that it was going to take a while and I also had to rush them because I had to leave again. They had to come back after they put the drywall in and the plumbers came back to put the water heater back in place. They knew it was urgent and they did it. I’m a really picky person and I like efficiency. I was surprised at how quickly the plumbers turned around. My garbage disposal also went out and they were right on again. The same set of people took care of it. American Home Shield can do no wrong and I’ve already recommended them to a friend.

But one experience I had wasn't very good. The technician had to come out and do the job three times for the same issue. But I'm assuming it's just a third party so I'm still going to actually renew with Home Shield and also it was just that contractor. After that I had other water stuff and they sent me another contractor so that was good. Looking for somebody in an area that we're at everybody's going to try to charge an arm and a leg but I'm really impressed with the whole warranty. Everything's been running good and I'll recommend them.

I usually have someone come out every year for our air conditioning and I remember replacing the air conditioning. The contractors came out here and fixed it but it just lasted through that summer and they never came back again. The issue is not the vendor because American Home Shield sends vendors out according to what they think is wrong. Some of the vendors have even told us that AHS defaults them to come out here and repair the issue just to get it going, to not replace anything. I've been with American Home Shield over 25 years and the service that we get from them is not worth it. As a matter of fact, I'm really looking for somebody to replace American Home Shield.

I was also having issues with my billing. At the time of the heating problem, I had an electrical issue happen as well. I had two appliances that fell out and American Home Shield was going to one charge but I kept getting billed. But other than the new billing system they've got, American Home Shield has been good. Everybody with the company has been very forthcoming and helpful. For the price, I would recommend AHS. But there are certain things that I'm not happy with and I would be more satisfied if the problem that I'm facing would be covered. With the price that I paid for the warranty, that would be nice. I'm at a point where next month my home warranty expires and I'm really trying to research to see if there's a better company out there.

I called American Home Shield again to send somebody out, and he walked in, looked at the brand, and said it was indeed the thermostat. I was very happy with them fixing out this last time, but the first time, I wouldn't use them again at all. I didn’t even think the contractor that was sent was a licensed plumber. We spent six months lighting our water heater on a leaky basin. Every day, it would be out and we had to go in the attic and relight the darn water heater. But after the second guy was sent out, the water heater has been working very well. We've gone through quite a bit of home warranty companies and I've been pretty happy with American Home Shield.

So, it's not like some companies might have parts but it might be the same process. They would certainly cut out the part about calling American Home Shield, but in a way that's a protection for us as well. And then they have to come back for a second visit so the length of time can be a little bit longer than if you had someone that came and fixed it. But it has helped me reduce my risk exposure for an outlay of money.

The problem that I have is I got a Delta faucet which is a good quality faucet and it's dripping. The drip is getting worse though in my bathroom and my husband doesn't know how to fix it. Then I got a toilet that he can spend more money on trying to change out, but he just has an aversion to plumbing and by the time he's through with it and gone too low several times, we're going to spend more than 75 dollars. So, our risk exposure for getting those two items repaired for financially is 75 dollars assuming that the contractors fix it. In the end, I try to be knowledgeable about my contract and know the things that it will do, and it wont do, that they'll pay for.

Other than that, American Home Shield made a change and I didn't know they were making the change, but now you have to submit a credit card. You have a choice of whether or not you want to pay for the service fee immediately or if you want to wait until after the service is performed and my preference is to wait until I actually see someone come to my house and physically do the repairs. So, that was something and I have wondered what if you don't have a credit card? Because there's no other option other than entering in a credit card. Also, when I was submitting my claim, I was able to enter a credit card but the other time that I did it, I kept waiting for it to clear my bank account since I used a check card and it never came. I later learned that it was not going to be processed until literally after the person came. So, I have not seen any written communication as to why they were doing that. All in all, I would still recommend American Home Shield, and if someone were to look at my experiences with them, it's all across the page as far as the different vendors I have worked with. Over the past there's been some I don't even want to see again and some that are fine.

Most recently I had them come out for two items -- a washing machine and my microwave and they sent the same appliance company. The appliance company, at first, wasn’t fixing the microwave correctly. Then I started telling him, “Look at it, does it look like it's fixed? It's not meshed. It's not lined up right.” He drove it too hard with the screw so it was buckled in like it was about to break the door. So he had to loosen or undo it again. He did it and it came out correct. I was sitting there watching him.

So next when he finished that he looked at the washing machine. He sat in front and ran the cycle. He didn’t listen for the noise that the washing was making. He kept taking the door and had to make a report but didn’t fix anything and left. Yukon Appliance did not fix it. About a month went on and the noise began to get worse so I called American Home Shield back and had them bring someone out regarding my washing machine. I said, “Do not send the company that you sent for my microwave because the guy is lazy.”

The second company they sent was MS Appliance and they gave me an appointment window of 8:00 am to 11:00 am and they came out at 8:36 am. He turned the microwave on and heard the noise. He said, “Your transmission went out. That’s why it's doing that. The transmission is gone on the washing machine.” I've been calling these people since December 12 and they said they're waiting on a diagnosis. I have an invoice from the company that came out and that was the reason they can get paid.

Now American Home Shield said I don’t have to pay the second company and that’s on them to pay him because the first company didn’t fix what they were supposed to fix or properly diagnose it. They have yet to send someone out to tell me whether they're going to order a part, replace it, cash it out or do whatever my policy states that it has, and I've called these people numerous times.

I called MS Appliance, the vendor that they sent out to coordinate an appointment window, and they have yet to return my call. American Home Shield said they’ve sent emails to these people for a diagnosis because they can't go any further and they have yet to return their email. I've asked American Home Shield, “Oh, you have to remedy this without legal ramifications because I'm paying you a monthly service charge, the service I'm not receiving. You paid this vendor for a service that they did but they have not completed their end of the bargain or their contract and I need the service. So how do we remedy this?” They can't tell me. They're on an automatic bill to my checking account so I'm not pleased at all.

They're getting their payment for the service charge and I told them, “I ain’t paying an extra bit of those service charges. You bill me almost $50 or $48 a month for service for me to have this service with you guys and you guys keep sending these kinds of faulty vendors.” I've told them that when I request services, we had issues in the past with those vendors that I've used and come out here and that I do not want them sent again to my residence. I'm thinking of a class action lawsuit. American Home Shield has been sued in the past and they’ve sent me a check. This service is horrible and that may be the route that has to be pursued in order to remedy or provide a better level of service because there is a liability issue here and I explained that to them.

They need to tell me, “You collect the premium, how would you resolve this issue? Either with your vendor…“ and I told them yesterday that they'll get another vendor out here, which will be the third to give their guys hopes that they’ll repair or you can cash out. I've had this policy for years and every year, we auto-renew. This has gone two weeks and this is unacceptable to me. I need my washing machine available that’s why I purchased the washing machine and I don’t want to go through a laundromat. But they have repaired some things and I've been satisfied. They’ve sent Up the Coast for plumbing issues. It is a very reputable company in Florence and they do well with work. They’ve sent a few vendors that I've been pleased and have replaced things over the years. They also did the water heater. But I've called them yesterday and it was over an hour wait time to speak to somebody. I held up and they left.

They called back and left a phone number so I can call them back regarding the matter. And then after 10 attempts to call them back every time the number was busy. I called back to their 1866 or 877 number again to call for a service request and once again I had one hour wait time. And then I demanded to speak to a supervisor the first hour that I had called and I never got one. The second one they told me they will have someone call me back but nowhere from their company or representative or supervisor has addressed this matter.

The contractors, though, were always great, professional and easy to talk to. I enjoyed my interactions with them. After the repair, the sink had better performance and that really helped out a ton. With the furnace, there wasn't anything wrong and that went well. But for such a big company, there should be better customer service. I didn’t find the long waits helpful because as a consumer that just purchased a home, if I wanted questions answered, I wanted those answered within a reasonable time. And that was hard to get which was my big dissatisfaction.

There was also the thing about finding out more about the warranty. I was going to get my faucet replaced and I saw that what the warranty covered was something very basic. I had a nice faucet but I had to pay hundreds of dollars to get that same level of faucet. I felt that they should at least replace it with the same kind. Other than those, it was an overall good experience. AHS is okay but others should find out more information before signing up.

I explained to him the same thing that was happening. It was overheating and it wasn't blowing cool air. He said, "I won't be able to do it until Tuesday," and this is on a Thursday evening. I found that hard to believe that in Florida they would expect people to wait that long. It's 82 in my house and he said, "Well, that's just the way it is." I said, "I'll call and get somebody else." He said "Oh they won't give you anybody else," because he has just done the job the week prior. He said, "I'm totally booked unless you want to pay for expedited service." Right then and there when you're telling me you're booked but I can pay and somehow you have time in your schedule to help me out, no.

I have a friend in the AC business so I'm just going to have him look at it because it's not worth it. You would think it would be worth it to have American Home Shield based on $75 service fee because you wouldn't be doing that a couple of times a year in Florida. However, if they're not going to fix it and if they're not going to come back out, it really isn't worth it. Other than that submitting a service request online or doing it by phone is very easy and the payment method was easy as well. But you're better off going independently and possibly paying a little bit more money for your service calls and finding someone who backs their work.

There was a time when I had a leak in the faucet which had been going on for a couple of months. I got it scheduled and had a technician come to fix it. Sometimes, there were contractors who were very nice and professional but other times we’ve had people who have been downright rude and not very wanting to please or cared much about whether the problem got fixed to our satisfaction or not. Also, I had a situation where the washing machine was giving me problems. A guy came out four separate times to fix it but he was not happy to have to come out so many times. The machine was fixed when he came the fourth time. However, it was not the fault of American Home Shield but the service provider. I would recommend AHS to anyone and I would never think of owning a home without having it.

So he had to come back. He then told me that something inside the unit was burnt and was causing the issue. But that wasn’t the case, either. It was something else. I've called them three times for this claim, he's been out here for seven times and ordered parts twice. Last week, he even had his supervisor come with him who said that the issue wasn't something that the contractor looked over, but he just took a while to figure out what the problem was. He came today, and hopefully, what he did today is going to resolve it. If not, I’ll be calling back because my grandson had bronchitis, a sinus infection, and an ear infection. And we can’t be in a house with no heat the way the weather is now. We live in North Carolina and it’s cold here.

The young man seemed not to be conscientious and he did not have the problem right. And when he left, he left some stuff undone like screws not put in place, and my wife had to crawl under the sink to plug the thing back in. There were also two grommets or rubber fillers around the washing machine that were torn when he pulled it out. He said he would order that and a valve but nobody got back to me for two weeks. I finally called them back and they said they scheduled me 8 to 12, but nobody showed up. When I called, they told me guy’s truck broke down so they’re going to have to reschedule. Yesterday we finally got somebody out here who really knew what he was doing. He was very sharp and nice, and he fixed the dishwasher. It was not a valve problem or pressure, so the other guy just messed it up.

Also, they never ordered the part the guy said he’d order. They never got back to me, so their office at Active is not very reliable. Then I got a call this morning saying that the parts are not covered by the insurance company. The people there are really rude as far as the office goes. Now American Home Shield is looking into it and they’re getting back to me because all parts should be covered. They’re trying to get through to Active Appliance. The second appointment they called, the guy was scheduled and they told me 12 to 4 and nobody shows up at 4. I called back and they said, “Oh, no. It’s always been 12 to 5.” And then, nobody shows up at 5 and the guy finally showed up at 6 o’clock. It was the guy that messed it up. So, I’m not too thrilled with Active Appliance except for the outstanding gentleman that came over yesterday.

Things didn’t work out to my satisfaction, but the person that I talked to at American Home Shield did her best and told me about the contract. Right now, I’m taking pictures of the damage to the dishwasher grommet. I have to send it to Claims to get them to repair because it’s considered secondary damage. American Home Shield is doing a good job, but Active Appliance has done a very bad job except for one guy. It’s very frustrating.

Then the contractor called me in a timely manner in which they say they were going to do. We set up an appointment and they came out. The plunmber said that the garbage disposal had gone bad and that I needed a new one. He reported it back to American Home Shield and they okayed the replacement. The plumber was professional and he answered all of my questions. He also had a very nice attitude. I'm very pleased with American Home Shield overall.

When my washer wouldn’t fill very fast, AHS sent this company out of Cone, Texas and they put the parts on backward. They were here about four times to repair one little item and I needed to pay them but I wouldn’t pay them. I was trying to tell AHS that they needed to investigate this because it was ridiculous. When I finally got through, AHS called Sears. Their guy figured out the parts that the first company had put on the wrong way, reversed it and fixed a lot of the stuff that needed to be fixed on the washer. I couldn’t believe that the first company could be that stupid and I couldn’t figure out why AHS keeps on calling that company back. Why did they get them in business in the first place? AHS said that there very few companies that deal with this particular washer, which is good. I understand that, but they didn’t know what they were doing.

Another experience I had not too long ago was that I’d have to pay $733 to get the air conditioner repaired. Freon and some stuff had to be added to the air conditioner to follow regulatory conditions. That was money out of my pocket that I didn’t need to be taken out but, other than that, I have been very happy with AHS. I’ve been with them since 2004 and I have been pleased with them. They used to offer this deal where I pay almost $18 a month and then they come out a couple of times a year to check out my air conditioning and furnace. It was a wonderful service but, all of sudden, they no longer offered that. Also, one thing that’s wrong is, recently, when I call in for service, I don’t get to talk to anybody. It’s all computer or an answering machine. If that’s the way they want to do it, that’s their business. As long as I get the service that I requested and when I requested, I have no problem with it other than laying people off.

Generally, what AHS has repaired has been fine. It's usually heat pump-related and it's either cooling or it's in heating. We've also had a problem with the water heater one time, and they were not going to replace my water heater. They were just going to give me a very small amount of money for it. It was the same way with my dishwasher that went out a couple of years ago. I feel that as long as I've been paying the company, they should be more loyal to my problems. But other than that, I would recommend them.

Twice, both companies out of Cibolo, Texas told American Home Shield they're in San Antonio, when in fact they're on the outskirts of San Antonio on the far southeast side of the city. They set up their appointments based on proximity to your location. I even told one company, “Hey, it's not a big deal. I'm willing to wait a couple of weeks. How long do I have to wait before you guys can hook me up with a morning appointment?” And that company lied, said, “Well, we'll see what we can do.” That’s not what they meant. And then when I finally talked to somebody else in the office, they said, “That’s never really going to happen because we never schedule our appointments like that and you're furthest away from us, so you'll always be later in the day.” Another thing, 8:30 to 3:30 was their specific time window.

I said, “That’s not very specific. That’s the entire damn day.” And when I get to negotiate, American Home Shield insists they can't guarantee. I said, “I know you can't, but at least give me a company that will work with me.” All home visits don’t always make the easiest process because, for me, I lose work. If I'm not at work, I don’t get paid and I've never had an air conditioning company through American Home Shield that can make some kind of morning arrangement time for me. And you can rarely get the same plumbing company back. A couple of years ago, I had a major plumbing issue and had a company work on it. They dealt with it beautifully and I interacted with them beautifully but they no longer work with American Home Shield. And that’s consistent that they have their own issues with American Home Shield outside of the clients’ interaction, but it's a drudgery and it really is.

The regular logistics stuff of American Home Shield isn't horrible but the call-in stuff is insane. It's my fault that I don’t have internet in my home currently but it wasn’t going to be that much of an inconvenience and these call times have definitely gotten worse. I've had American Home Shield now for six years and I've never really done anything online. I've always done it by phone so these call times are definitely increasing. The quality of work done by the contractors has been variable especially depending on getting finished on how much should they clean up after themselves and on their professionalism. I'll take whatever contractor could meet my work schedule more so than the ones that are really the best ones for the job because that’s my first priority and we can have a contractor without having to take time off work and there are times that I have settled because it's the scheduling issue.

These were not rush appointments where I have to have somebody here the next day. I understand that with having a limited schedule, I might have to wait and being told, “Oh no matter how long you're willing to wait we'll never be there – we'll never make a morning appointment for you.” That’s really frustrating. Even with some of the other companies that aren't plumbing-related, it can be frustrating because it's hard to get people off the list with them that you’ve had bad interactions with. I don’t know how far American Home Shield follows through on complaints that their clientele like myself make with these. And I've told people indirectly in this regard that a lot is spent in because of limitations on the contractor grade things. If you have high-end fixtures in your home, don’t get American Home Shield because in the contract guarantee, you're not going to get the commensurate equipment fixtures.

So, if you have really high-end faucets and sinks and countertops, it's not going to behoove you. If you're at a more medium price point of a household or it's a rental unit for you, it's very efficient. It's cost effective and that’s been my biggest frustration. This is my first home and I bought more into it than I've ever lived in before and I can't get them to replace what I have. I get contractor equivalent or contractor grade or grade prices and if they can't find it, then they simply say they can't fix it. I have one particular issue with a very expensive tub faucet that they replaced once in my history with them and now that it's broken again, they can't replace it because they cannot find one in what they call contractor price range. The faucet is available but not at a place they're willing to pay for it. They said they'll cash me out but it's hard to go get my own plumbing company and that cash out that can be anywhere near what it's going to take to fix it.

But for real basic stuff like the garbage disposal, no matter what name brand is on there, they're all universal and all basically the same thing. If your garbage disposal breaks like mine did, they’d come out and quick exchange. They swap it out with a new one. But on higher-end fixtures and items, if you have a very expensive refrigerator, washers and dryers, if they die out completely, you're not going to get what you have. And at times from what I've been described even by their own contractors, not even close to what I might have one if it finally breaks. What I have are above what they're willing to pay out on a replacement for different things, so buyer beware.

But that was way back before, so I was honestly disappointed when I saw that it was the exact company that came when I submitted the claim recently for the air conditioning upstairs that just stopped working. This company does both the air conditioning and plumbing, and the AC turned out okay. This time with the air conditioning problem, as far as I know, it's fixed. It was just the thermostat that needed to be replaced and the contractor did it pretty quickly.

After all of these happened, I got a letter from American Home Shield forcing me to take on guaranteed rate, which I've been paying until I can find someone else. They raised my fee from $60 to a $101 a month at a guaranteed rate. I'm very disappointed in them because at the time when I needed them, this was how I got slapped in the face, like, "Oh, you've had too many claims within this amount of time so we're going to just screw you down." That's how I felt about the company and that's going to put a lot of people off. I couldn't control when things breakdown and that's what having AHS for. It is just unfortunate and I didn't appreciate it.

So my contract now with American Home Shield is a month-to-month deal and that made me thinking of going with another company. But they have people sent out here to replace and fix things before all these happened. But I also had an issue with a guy who tried to fix the refrigerator two different times and the repairman kept saying to Home Shield that it needed to be replaced. American Home Shield kept fixing it and took a long time for them to finally see that it needed to be replaced. So, my wife, my son and I were eating out of a Yeti cooler for three weeks where we kept our perishables to keep them frozen.

They sent a technician out to work on it. We pointed out those two issues to him, and he had to order a part for the water dispenser. And while he was there, the alarm didn’t act up. Then he received the part, made the appointment, came out and opened the part. Our refrigerator is white, and the model year that it is, the most popular was stainless steel. So, the part that came in was stainless steel and he apologized and said that next time, he's going to open it at the office before coming out. So, he had to make another visit.

In the meantime, the little pieces behind the little paddle that you push through your glass against to get the water started falling out. So, when he came out, he had additional parts he had to order. When he was working on the water dispenser, he opened the door to look at something, and then when he shut the door, the alarm goes off. So, he’s going to be back out to address that issue.

After his first visit before he got the part in, somebody marked the claim closed. I went online to try to figure out how to tell them that it was not done yet, and accidentally wound up filing another claim, which then I called to say that the recently filed claim was a bogus and to mark the other one not solved. But I had to call them because somehow almost a month later that claim that I accidentally filed got sent to GE. And a GE technician showed up with no clue whatsoever as to why he was here. So, I chatted with him and figured out that the claim that he came out for was supposed to have been canceled. And then a little bit after that, I got a notification that we had been billed for his service visit. I’ve called American Home Shield and they took that off our bill. So, they’re good that way.

In general, we’re very pleased with them. We have had a different home warranty service, and we didn’t like them, that’s why we wound up with American Home Shield. We did have a problem with our air conditioner, which went on for years and then a technician who was sent out finally correctly diagnosed what the problem was. It was a poor installation so, we contacted the builder, and they’ve gotten it taken care of.

So, sometimes especially with regard to air-conditioning, it’s not so much American Home Shield’s problem as in general the assumptions made by air-conditioning and heating companies about what is wrong with an air conditioner can be questionable, to say the least. But American Home Shield is stuck with the fact that they don’t have somebody “on staff”. They rely on farming out the work. Now, then in general the people they have sent out have always been wonderful, friendly, caring people, and they’ve always made sure to try not to track in dirt by putting on booties.

The only complaint is that when a claim is marked complete, even though it is not, there’s no way on the website to go in and say that's not right. So, you have to wind up calling American Home Shield and sometimes there’s a delay before you get to talk to somebody. But, I do recommend them to friends, though I caution them that they need to watch their claim because it can be marked as complete when it’s not.

The interaction with the rep was great and anytime I have to use them, they’ve been great. I’ve used online a couple of times and it was good too. The service reps were quick and responsive. Somebody emails you and lets you know when they’re 10 minutes away or something. Then the repairman will call and find out if you’re home, plus you’ll get an email. The only thing they should improve or do a little differently is that’s keeping me on the phone for 30-40 minutes. I know other people are calling with problems but it would be better if you could leave a call back number because the volume is so heavy and it’s going to take 30 minutes or 20 minutes, and then they call you back that night or the next day.

For example, I wanted to report that the dishwasher guy couldn’t fix it and he said I needed to get a plumber, and I’d like to get a plumber. I had to hold on the line for about 40 minutes but if they could have a thing on there or “push a button and leave your number, we’ll call you back when we’re not busy”, that would help speed up things. People should get Home Shield because they’re really good and very efficient. We like them. They fixed all my problems and they’re comparable to other home warranty things.

On the other hand, when we bought our house in August and the contract for American Home Shield was part of the deal, the lady who owned the house before transferred it into my name on the day that we took possession of the house. Then about a month later, I got a bill from AHS for $80 for something the previous owner had done but hadn't paid for. So, together with my realtor, we spent four hours waiting on the phone with AHS. It was upsetting as sometimes she had to wait an hour to even get an agreement. But AHS didn’t handle it the right way. We had to call back and go through the two-hour deal again until AHS finally got it straightened out.

We're on good terms now. They sent me a bill for the new contract next year and they started sending it three months in advance which wasn’t due December 9th. So, I paid it on November 9th and two weeks later I got another bill from them. I called and AHS said they never received the check. When I looked online on my bank account, they cashed the check. I had to go through a long, long process to get that straightened out. They told me to pay it again and if the check arrives, they would return it to me. I paid the other one with a debit card.

So, there was a payment for those two things but yet they're saying they never got the money and they aren't going to return my money. So, I went to the bank and got a copy of the statement that showed the check and the debit from the account. I sent it to them and had to wait about six weeks to get the money back. Having gone through the experience, I’m very disappointed with AHS and I’d tell my friends to find another company.

Then someone will come on and I have to go through the whole story of what’s going on. I tell them first up, I know who I need to speak with, but will they let me? No. I have to go through the whole story and then they tell me, “Oh yeah, I can’t help you. I need to transfer you.” I can’t count the times that I’ve been disconnected after waiting the hour and a half, and I have things to do too. I’ve been at the doctor’s office and I’ve been in traffic. I have got a hole in my wall that is 18 inches by 18 inches right now and on the opposite side of that I got these Chinese faucets that these horrible plumbers from hell, the ones that put the 18 by 18 hole in didn’t even tell me that they were replacing my beautiful delicate faucets that I paid 189 dollars for. They replaced them with something that was just sitting around their office.

I have been begging for help and these people weren’t even allowed to come back again. The guy threatened me and he wouldn’t even come back. The faucets were just spinning in circles and I couldn’t get them to turn off. It was running full blast. The next day, I decided, “Oh, I’m going to take a shower because I haven’t had any.” I was out of hot water for two weeks during the same process and this all started with just a drip in my shower. This man destroyed my bathroom. I was told that there was supposed to be sheetrock repairs. I told them easier than sheetrock, just have them put a little access panel in there for me in case work needs to be done because these guys were idiots. I would hate to have to have somebody cut into sheetrock again, it gets really expensive to do that.

Instead of putting a little plywood panel on there with some trim work, that you can screw in and out with wood screws. It’s sitting right on studs, and it’s measured eight because the studs are 18 inches apart. It would be so easy to get some wood screws and do it, that way you can unscrew it instead of having to cut into sheetrock and a lot cheaper too. I know this guy had to have put down in his report, so he could get paid this ridiculous quantity of money. That he had to put this big hole in my wall and to get paid for it, and now American Home Shield is telling me that I owe the other plumbers that had to come in and take over the hundred-dollar deductible. I said, “No, I don’t. Because I already paid Biff’s Plumbing.”

AHS said, “They haven’t said that you paid your deductible.” I said, “I paid with a check. They cashed the check two days after I gave it. They hadn’t even started work yet.” They didn’t even give me new faucets. These people made out like a bandit. You can’t wash your dishes and you can’t get stuff clean with cold water. I’m being patient, but this guy has scared me now because I’m by myself. He’s big and he’s yelling at me. He comes into my home, he goes, “Well, I need a screwdriver, you got a screwdriver?” and I’m standing there shaking, he goes, “Well, hurry up give me a screwdriver.” I was like, “God, you’re supposed to be licensed and insured. I’m not the plumber.” I was terrified and I was digging around trying to find a screwdriver for this guy.

They had to get these other guys which were fabulous, J Star Services. They were so good. They came in and did my water heater and it was so totally rusted out. They had laid it out at my front yard and they said they had never seen it that bad ever. When I sent my friends pictures, “How can it be that bad?” I said, “It’s bad ‘cause it was making so many noises even before.” In the picture, it looks like a cigarette that’s all burnt on one end and dark. The whole bottom, about 9 inches, was rusted out. Now I’ve got water.

When Biff went up there, he should’ve drained it and he didn’t. What he did was, he turned it off, so it made it overflow into the pan which made it overflow into my ceiling. When I was on the phone with American Home Shield, I said, “I’ve got to get my water heater.” They called him while I was on the phone and he told them, “I already changed her water heater out, I don’t know what she wants.” I said, “He lies.” I said, “I wouldn’t be on the phone with you if I had hot water. Why would I have just sat on the phone for three hours trying to get to you?” I said, “I would not be spending my time like this.” They found out that he was lying.

Now I’ve got a problem up there too. J Star Services isn’t looking to me for that, but they are looking to American Home Shield, and I told them I said, “I will email you the front and the back of the check, tell me where to email it to.” They said, “Well, we’ve called them and they have 24 hours to return our call.” I said, “And, I need to get my sheetrock work done.” I’m waiting to paint. I’ve got to get the sheetrock work done, that hole fixed. I’ve got to get my bathroom done.

I’m trying to sell my house. How am I supposed to sell the house with it looking like that? I can’t even paint it or do anything with it until we get these gigantic holes. It’ll look like this house has got major plumbing problems now. Now American Home Shield is just letting me sit like that. My house is at the 15-year mark and it’s like everything is on a chain reaction.

In the mean-time, it decides to have electrical problems for me. All at once and by the way this was over Thanksgiving. I got ceiling fans going out. I’ve got electrical outlets in my kitchen that are not working. I’ve got lighting in my kitchen - my recess lighting over the bar, two of the lights were out, and by the time he got there the third one’s out, and I’m like, “Oh god.” He got the ceiling fan done and all this was going on with Biff, and then they got rid of him. As a matter of fact, American Home Shield said, he’s on their don’t call list.

If they’re going to replace my fixtures they need to tell me about it so that I have the opportunities to select them and upgrade them if I want to. Because in my master bathroom, every towel bar, the toilet paper roller, everything in there matches. They’re all exactly the same because when I had the house built, I designed the house.

I went to Lowes and picked out all the fixtures and stuff, and brought them back to the builder so that they put it what I want. When I came in there and saw this stuff, I was like, “What? You didn’t even tell me.” and I said, “Well, take it off. Take it back and get something else.” he said, “Well, you can’t.” I said, “It's really easy, take it off. Let’s return it. I’m a reasonable woman. You didn’t tell me that. You told me everything had to be done from the back.” They did not say anything about replacing the faucets.

I saw this box that has the faucets in it and I go up later on. I don’t want this piece of crap in my house. It doesn’t even come close to matching, and so, I go up to Lowes, and you got to keep in mind, you can see through my wall now, with the faucets on. Because they’re small even with the rings on the faucet there’s space around it. I’m looking because he’s bragging, “it’s a Moen faucet” I said, “You know, Moen has a bottom of the line and they have a top of the line.” I said, “You can buy a Moen faucet for 23 dollars, and you can buy a Moen faucet for 400 dollars. This is the 23-dollar one.” I went up there and I’m looking, and I’m looking, and the sales people are fabulous there too. I asked the guy, “Have you been working here a while?” He said, “Since they opened, which was nine years ago.” I said, “Do you all carry this faucet set?” and he says, “No. Let me look it up.” And he looks it up and he goes, “This is a really old model.”

I used to work for a construction company. When I lived in Houston, I used to work for David Weekly Homes. It's really a large home builder and those guys used to do crap like that all the time. They get gifts and perks from different vendors and stuff. They’ll come in and they’ll drop off and say, “Here, you know, we’re pushing these and try these out.” He didn’t pay for it. What he did was he saved it, so he could bill for it. That’s what he told me straight up, “You can’t take it back.” You can’t trust people like that.

It took the electrician him a couple of weeks to get the fan. He did a good job and he got my electrical sockets working in the kitchen that was out. He had to replace some stuff and he said, “This is just weird.” I said, “I know.” and I don’t have little kids running around sticking stuff in or anything. It’s me, so I know nothing hinky is going on. Then I’ve got the recess lights. I gave him cash for the hundred dollars and I remember asking him, “Should I give it to you now or what?” and he says, “No, you can wait until the end.” But I gave it to him because he said it was going to be a couple of weeks and I said, “No, I’ve got to give it you now.” I was out of checks, and they didn’t take debit cards. Personally, he couldn’t so, I gave him the cash, fortunately, I happen to have one on me.

By this time J Star Services got my water heater in, so I’m happy. I’m relieved. I got some sockets in the kitchen going on, recess lighting is out, but I got sockets and I got hot water. I’m not hearing from this guy after Thanksgiving and American Home Shield, they’re sending me messages that I owe them a hundred dollars. At first, I was confused, I was like, “I’m supposed to pay him when he’s done.” Then I started thinking I said, “Wait a minute, no.” Because then when I talked to him after he reminded me that I gave him the cash.

When American Home Shield says, “You pay us a hundred dollars.” I’m like, “Let me get a hold of them okay?” If you were to talk to this guy, he’s like straight up business-business all the way. The way he spoke, he sounds like he’s even related to the owner. He didn’t say so straight up but it sounds like he is. I don’t see him ripping off the owner in other words. I’m trying to get a hold of this company and I can’t get a hold of them.

I’ve had American Home Shield now for the third year. I’ve had American Home Shield when I lived in Sugar Land, Texas so like with my refrigerator. My refrigerator died on me when Sears came out. They saw my refrigerator and listened to it. It’s 14 years old, the noise is terrible it was freezing stuff out, then heating stuff up. The whole side of the wall was all cracked up from it doing that. I was losing a lot of food. But as soon as they told them it’s got to be replaced, it was a matter of picking out the refrigerator. I paid a little bit more and fortunately Sears is having a fabulous sale and that just happened.

A lot of times I don’t like to pay ahead of time if they don’t do anything. Like I had my heater wasn’t working at one point. The guys came and walked around the house. They’re supposed to be licensed and insured in AC and heating. When they show up at my house, they looked at my thermostat and it’s a Bell Howell. It’s one of those programmable ones, and they said, ‘Oh wow, look at this. I’ve never seen anything like that.” I was terrified. This was about nine months ago, and I ended up having to pay them the hundred dollars. They didn’t do anything. The guy touched it but all it needed was new batteries.

I’m very dissatisfied because I feel like AHS is not helping me. I pay them a lot of money. The thing is they know what problems I’m having, like with Biff’s. I need somebody to call me back and help me. I can’t get a hold of the electrician who was supposed to be coming back out here to finish his job, and American Home Shield thinks I owe them money, and I don’t.

A week later, my garage door opener failed. And as I checked into my policy, I only had the entry level that the literature evidently provided and it didn't cover garage door openers. So there's different levels that you can buy. The realtor, when I bought this home a year ago, provided me with a $650 something entry level and the garage door wasn't covered. But besides that, I had a fine experience with AHS.

The guy started with the easy stuff, and as a matter of fact, by the time he got here, the furnace started on its own. He took the furnace part anyhow and he probably saw corrosion on the heat sensors and he scraped them off. Things seemed to be working fine, and then we left and came back at 7 o'clock and it was out again. I called him and he said he would be out the next morning at 10 A.M, but told me that I should contact the warranty company because if it went beyond what he was doing, it was obviously going to cost more money, and that was beyond my free service call for the year.

Submitting a claim for it was where my headaches started with the warranty company. They assigned some other people that had been out here before for my air conditioning. They said that they would be out. This was about 7:00 at night, but by 11:00, no phone call or anything. I called and talked to somebody from, and the woman told me,"It's a holiday weekend, so the people don't have to respond within 24 hours." This is Thursday night. She then says they don't need to call me back till Monday morning. I said, "This is Cleveland, Ohio, and it's November. You're sort of taken a slip of an attitude and I should be satisfied with that." I asked them if they could check to see if they could still use Franz. I was told they're not sending calls to them, and they'll assign the claim to somebody else.

By Friday afternoon, I still hadn’t heard from anybody. I made probably about five or six calls to American Home Shield. Finally, Friday night somebody said, "We're going to expedite it since you don't have any heating and you're in a cold region." It is Saturday morning and I don't hear anything. I called and they said, "We have it queued up for an emergency, but then it hasn’t been assigned yet. Sorry, we're a little short on people." It was supposed to be expedited, but it's sitting there for over 24-hour.

Finally, I called and I talked to a guy that I thought was pretty good. He was from their Phoenix office. He says, "Hey, you guys. We can't have that." He called around and got me somebody that was in Akron, Ohio, which is about 40-minutes south of here. As soon as I got off with him, he says, "They'll call you." They did, but said it’s out of their region and called the warranty company back.

I lost six phone calls. Finally, another person down south, calls and goes, "I got somebody, but you're probably not going to hear from them until like Sunday morning." By about 8 o'clock or so on Sunday morning, I called it the phone number of the people that were assigned. I finally got a hold of a guy the night before and he says, he goes, "Yeah, we can't come out." Then, Sunday morning I called him and he goes, "We'll get out there and I'll be out there in a couple of hours."

He showed up here about 11 o'clock. We had a birthday party at noon for a good friend of ours. I was like, "That'll work out fine." I figured it wouldn’t take very long. He shows up, goes through it, and finds out what the problem was. He said that what the other guy had done was fine. He was checking out things in the order. He went further and then it turned out to be a bad switch. There's two of them and he replaced one. He says, "Unfortunately, I don't have one with me, but I have a guy that lives just north of here, about half an hour northeast." He called him, and the guy had the switch in his car. He says he'll be down here in half an hour to fix it. He showed up by about quarter after 12, and everything worked fine. Those people were actually very nice. I would use them again, the last contractor that worked on it.

I've been a customer of American Home Shield for years. I'm in the insurance busines and have I've actually recommended them. It's just the response time. On this instance, I'm dissatisfied, but the quality of the workmanship of the people that came out, I give those people a top score. The fact that I got handed around and it took like five, six phone calls, and that I probably spent a couple of hours on the phone. That is not impressive. I don't buy the excuse that it's a holiday weekend. This is on Friday and they said it's a holiday weekend. I said, "Excuse me. The holiday was yesterday."

With American Home Shield, sometimes it goes too long to get through. But I've had them for years and I've had claims that have been very good. As an agent though, I've had 20-year accounts and I lost them because of what somebody did. I said, "What about the 20 years of good service I gave you?" They said, "You're only as good as the last thing you do."

They weren’t supposed to take it out but they did. They said it wasn’t covered but it was, and I have to argue with them. The lady I talked to on the phone doesn’t take care of the business very well. They take out every month my $39.99 for my coverage. I had to pay them $100 every time they come out for service. I wasn’t too happy about my trash compactor. When my husband died a couple of months ago, he forgot to tell me there’s a reset button so I called them over and thought it was something wrong with my trash compactor in the sink. It was just a reset button but they still charged me $100. Then I had to get a new faucet and charged me another $100. I also had trouble with the refrigerator and they sent out some people that didn’t do the job. They’re all right and it’s better than nothing.

Right now, I really need them because I don’t have my husband anymore. I also recommended some friends to American Home Shield. We were recommended by some friends. Sometimes, they do a good job and sometimes, they don’t. I always make sure I ask them who they’re sending because we had two dummies that came here for our refrigerator. The ice maker wasn’t working and it needed a heater because we’re in Las Vegas. The one guy was very brilliant. They sent a guy for my refrigerator and he told us it can’t be fixed. Now, we’ve had some problems with them. Sometimes, they have a good representative but we wait forever for customer service.

You have to wait a long time to get somebody because the lines are busy and you wait 20 to 30 minutes to talk to somebody. You can reach them online but if you do, they’re going to send you who they want to send you. I’d rather call them and ask them, “Where is this company you’re sending me from? Where are they located?” I go online and check out where their address is to see how it looks outside where they are. They sent a couple dummies here so I had to call them and tell them, “You got to send somebody else that knows what they’re doing.” They don’t always have the best of the best. You’d be lucky if you have somebody that knows what they’re talking about.

I like the plumber that was here but they shouldn’t have charged me a $100 just to reset the button underneath the sink. He saw a crack on my old faucet and he came back and replaced it. I had to pay another $100. He bought the faucet but I had to pay for the labor for them to come out. And I talked to this other dumb woman yesterday and I wasn’t happy with her. I said, “Why did you take out my built-in microwave? It was already included.” “It’s not included now. You have to pay $12 more a year.” So, I paid it because I wanted my built-in microwave to be part of my service. They also need to pay me back my $100 for pushing a button up underneath a sink, especially I’m a senior citizen on a fixed income.

When the new guy came out, stuff got fixed. He's very professional and I'll always use him. He put a brand new part in and it worked fine for a week and a half. But now, it's progressively starting to squeal on the dry cycle again. I don't want it to cost another $75 just because it isn't resolved. Another issue is that they can't seem to get one billing situation squared away. When we purchased this house, the real estate agent bought the contract for us and then when that contract ran out, we started making the monthly payment. And now, the billing is saying I'm 30 days past due on payment when I normally pay the contractor the first time they show up. When I called them, they said, "Well, you can ignore that." And I get another one about a month later. Other than that, I've been happy with the service American Home Shield has provided me and I would recommend them.

During our recent claim, the plumber came at the very beginning of the window when he was expected, which was nice. We also got a call in advance that he was coming. He did everything and then he left. We also had a different plumbing issue about a month ago when we had a clogged toilet two days before we were having a whole family over for Christmas. It was the same kind of experience. He came the very next day after I made the call and took care of the problem. I have not had to call back on the same issue ever. Overall, American Home Shield is everything you're looking for. The service is prompt and the people who come are professional. I'm also very pleased with how quickly we got an appointment. I recommend them.

I do not hear from AHS for a week after the contractor's visit, so I made the dreaded call, waited in a queue for an hour and spoke to a representative. She claims to have spoken with the contractor while I was on hold and said that the contractor does not recommend a replacement. I was ok with not replacing the equipment as long as the issue is fixed, but her response was that the contractor thinks that the whistling noise can be lived with and nothing needs to be done at this point. I find that response unacceptable, in short AHS does not want to replace or repair because they think we should be ok with living in a house that has a heating system that whistles through the night. I discontinued my account with them. I rather not pay premiums for a service that decides on what my family should be ok to live within the house.

As a consumer, just pray they do not send an incompetent buffoon of a contractor to repair a problem. Also, as a security measure, some of these contractors are very, very creepy, so if they give you a bad vibe, I would be cautious. One contractor was talking to himself...like whole conversations in the first, second, and third person. "First person" was upset at "Third person" apparently because he was struggling to repair a sink pipe. He was allegedly a plumber...allegedly. AHS loves to throw out there that you do not have to pay a second service fee for the work that should have been properly repaired the first time. Clearly AHS doesn't get it. Consumers EXPECT that they will not pay another $75.00 to another contractor to repair the problem. What AHS really doesn't get, or care to get, is the inconvenience they cause to the consumer and the disruption to their lives.

Contractors have even complained to me about AHS, and how they will not approve a repair or replacement. I can only assume that reliable and competent contractors do not enter into contracts with AHS because of the way that AHS treats them, or pays them. Eventually, AHS will be obliterated by competition. It is only a matter of time. I have friends in other states who are trade workers. I have implored them to start up at home services in their respective states. As a consumer, people just want the bottom line, a parts repair or replacement, and they do not want to have to navigate through endless mumbo jumbo and exclusions embedded into the AHS service contract.

They are a for profit company. I get it...but when a company exacerbate the problem with their intransigence and horrible contractor pool, you infuriate customers and make them not want to use you again. Alas, I have since cancelled AHS and bid them and their low IQ contractors bon voyage. I have repaired most of what their contractors could not repair, or broke, and have learned much about DIY. Thanks AHS! I just needed your incompetence to motivate me to make my own repairs!

My garage trolley broke suddenly due to high winds and part of the garage door was knocked off the track causing a safety issue. I needed to get it repaired immediately. I went online and attempted to submit a claim but I was unable to register due to website technical issues. I then attempted to call customer service and waited on hold for over an hour. I was so frustrated, I finally hung up in disbelief. I then called a local garage door repair Company who immediately sent out a repairman to fix the problem. I paid $500 in out of pocket expenses. The following day I tried to call AHS to discuss my inability to get the proper assistance with my urgent situation and to discuss reimbursement for my out of pocket expenses. Unfortunately, I wasn't on hold for almost 2 hours and had to hang up.

I called AHS again the following day and after waiting on the line for over an hour I was connected with a rude and abrupt representative. After explaining my issues I was told they would not provide reimbursement for having to obtain emergency services on my own without filing a claim online or by phone (impossible). Trying to make a claim with this company is impossible. After they take your money they make it very difficult to file a claim. I would imagine that most people just give up trying. I feel like I've been scammed!

I have a friend who has American Home Shield and her entire garage has been replaced twice. She has what they call the premium package. I asked the operators if there was such a thing, but they told me there wasn’t, so I'm confused. My protection runs out this month and I’m going to look for another one. AHS needs to make sure that the policy holders know exactly what they're paying for because I was very surprised that the only thing that my coverage could help with is the motor on the garage door, not any accessory or parts.

During the temporary fix and the permanent fix, the plumbers were awesome. They were very well-spoken, very professional, very knowledgeable. They're trained so it was nice. American Home Shield did what they needed to do. There are some things that they don't cover that I feel they should cover, but it was a good experience.

American Home Shield is good to have in case something goes wrong and just want to have it repaired. But sometimes, it takes a couple of days for them to come out and fix things like with my air conditioner which took over a month to get it done. It took three times for the people to come out here and know exactly what the problem was. And then we had to pay the provider before they even do the work and we’re talking over $2,000 just to make them install it. We also have a problem with calling back to get information. We have to wait an hour to get somebody on the phone. But once we get the service, it gets done. Also, the co-pay keeps going up. It used to be $40 and now it's at $75. We’ve been with American Home Shield since 2003 and they've been fine but it just seems like they have gotten progressively worse.

We’ve had claims denied such as our air-conditioning unit that went out. The first person they sent out wrote up the report and the claim was entirely denied due to improper installation. So we have to object to that. They sent out somebody else and so subsequently there was some partial repair that was done. Those are original units in the house. They are 28 years old so the nonsense that they were improperly installed and improperly maintained was a disingenuous argument on AHS’s part that we had to argue. As it stands right now, they replaced part of the system but it was not completely redone. It’s part of their band-aid approach to taking care of things.

Our air conditioning is still the old technology. I could have spent $6,000 on a new air-conditioning, heating system now. I would have been up to current environmental and economic standards. It would be running a lot more efficient, more cost-effective but instead, I have to fight them to put a $400 compressor in a system but really should be replaced. They are not friendly to the environment and I need to have another discussion with my wife that we should just really walk away from this, which is a challenge on our part.

The ability to contact AHS is designed to thwart the consumer’s efforts. The status of the claim of where it stands is designed to frustrate the consumers. There is no accountability, whatever the service provider comes out to look at, whatever paperwork is done, we don’t get copies of that. It’s supposed to go to AHS. Therefore, we don’t know what is written up that’s requiring service nor what is being approved for service. The pressure regulator on our cooktop necessitated replacement. That was a three-week process before we had our cooktop back. There should be parts houses around somewhere that a service provider could grab and finish the job up the next day. So it’s a drawn-out process.

It seems that AHS’s criteria are total failure and breakdown, and then if we can just patch it together to let it limp along, that’s good enough for them. So I’m looking to obtain from the manufacturer certain specs, requirements that they say is appropriate and industry standards. So our experience is not real good right now with AHS. It seems to mirror a lot of the online postings when my wife goes online to see what’s going on. It seems to be a rather standard practice. It’s a real nonsense.

When I went to inquire, after waiting an hour on the phone to find out what the status of the claim was with AHS, I got some really nasty service rep that had a real attitude problem. When I asked to speak to a manager or supervisor, I started getting a whole bunch of talk back. She was really rude and disrespectful, and of course, there was never a callback after two days. When I asked for a name, she gave my wife’s name. It was really unprofessional and rude claims procedure. So, it’s not a company that I would recommend to anybody.

I would have been happy to have dropped the coverage years and years ago but it seems to get my wife some peace of mind to know that there’s someone we can go ahead and call but when I’m looking at the expense of the policy versus the half-assed kind of repairs that are done that I’m going to spend thousands and thousands of dollars in coverage, that just doesn’t seem satisfactory when I could have pocketed that money in a reserve and installed a new system.

So, I called that number and it was at least 45 minutes and finally, that lady was able to order the parts and order the washer and it will be here in 5 to 14 days. The last two people that I talked to were very professional and very nice. But they should have a number for work orders and they should have enough people to answer the phone so that someone is not left holding for 45 minutes. And when I send e-mails, they have no reply. So, it was frustrating as can be trying to communicate with somebody you can’t get in touch with and your washing machine hasn’t worked in two weeks. Although, I like the fact that they're bringing me a new washer.

Another time, I called them out on a refrigerator and they sent a technician out. I told the guy that they needed to replace the seal on the freezer compartment because it was frosting up badly in the freezer section. He said I didn’t need a seal. He used this hair dryer and warmed it up a little bit. That kind of fixed the problem for a day or two, and then it commenced right back up to doing what it was doing.

Meanwhile, I paid American Home Shield a bunch of money and expected them to replace the seal which wasn’t an option. They weren’t going to do it and the technician wasn’t going to do it, and so I lost some more money. I couldn’t get my way so I ended up doing what I could do to correct the thing as it went along. And every time I call American Home Shield, I have to stay on hold for at least 30 minutes. I don’t appreciate that at all. Though I’ve had a couple of claims that were taken care of correctly, American Home Shield is way too difficult to deal with. I'm very dissatisfied.

However, I have not had a good experience with one of my other contractors recently, which was for my pool equipment. I was very confused by the guy calling me. He didn't solve, didn't do anything for me and I paid them $75 for virtually nothing. I would tell American Home Shield to drop that guy and never use them again.

Fast forward to where it starts to get cold in our area, and I turn the heat on and no heat, only cold air. I called American Home Shield, I said, "Look, I'm not paying any money because it should be under warranty and I have a new unit. And if it's not heating then I'm not paying. You need to come out and fix this." American Home Shield, they're only concerned about their fee and they had changed their policy about the fee and what gets paid to them. If I make a claim, I got to pay them. I said, "I'm not paying." So they referred me back to the contractor. And the contractor referred me back to American Home Shield. So I got the proverbial runaround. The contractor was and as they were before, very non-communicative, non-responsive. I just spent too much time trying to track them down.

When I called back American Home Shield, they referred me to another company who I became very happy with. But I still got charged for the fee, which I need to resolve and get that refunded to me because I still don't feel like I should be paying anybody a fee. I feel bad for the new contractor. They may be out of money or out of pocket for this but that's not my fault.

I had a good experience with the new company AHS sent out. It turned out that the folks who installed it back in the summer, failed to tape up one section that was causing the cold air to get in. They're supposed to seal it. And of course, the filter was dirty up there. I didn't realize there was a filter up there that I would have to maintain. The new company came out and fixed it. It turns out that they had to come back out again because it wasn't the only issue. There was a faulty regulator or something that was broken and they ended getting that under warranty condition and coming back out and installing that. And now I have heat and I am a happy camper at the moment.

because that would have been the thing to do. I happen to be victim of this poor service that this contractor did.

In the past, I never really experienced any other issues using American Home Shield for other appliances. This issue with the air-conditioning unit was just a bad experience. I think AHS were doing all they could. They referred me to some woman in Atlanta who really seemed to take it to heart and she really seemed to want to help me and work with me as far as she wanted to stay in contact with to see if things were going okay during that whole process. That was reassuring. I felt that was nice. But at the end of the day, they should have recognized that this company was not any good and not even had offered them. But maybe it took my experience to be the last straw, who knows.

In relation to service calls, maybe they could make the process a little easier to maneuver through. At one point, I needed to talk to somebody and you can't just get to somebody. And in fact, just recently, with the heating, I was on the phone and they said the wait times were up to an hour. Who has an hour to sit on the phone and wait? Maybe they're cutting back on staff or something. Maybe they're having issues on that. But I didn't feel like there was enough people to listen to me complain. Wait times were just ridiculous.

I was satisfied with the experience. The only thing is it took them a couple of days to find somebody. But the technicians were super nice and polite. There's two of them. There's a young kid, and he seemed very knowledgeable. I was surprised because he looked like he was 12. Then there was an older gentleman. They were quick to get in and out of the house and didn't mind the fact that my cat kept getting in the way. I would totally recommend AHS to a friend.

We then tried to get on the phone with the insurance company regarding the downstairs shower that had to be fixed but they told us again that they had to break the wall. It took them persuasion, and after 10 days of absolute hell because the leak continued, they finally sent a second plumber who was very good, and was able to take care of the problem. He said that there was no need to break the wall, and he only had to change the valve to fix it. He also fixed the flush in the upstairs bathroom. But in the process of over 10 days, we probably made as many calls. The insurance company also offered to pay us $175 to take care of the problem, but we rejected the downstairs shower because it would cost more than that, and that they needed to fix it. American Home Shield was unprofessional, incompetent, and unresponsive. I was an absolutely awful experience, and I decided to terminate my insurance through them.

Last night, our hot water heater exploded in the attic and drained all the way down to the garage. So at 8:00 at night I was with a bucket and a cup mopping up everything. I submitted a work order last night and the contractor people called me today. They're very nice but they can't see me today. I'm trying to work out seeing them tomorrow between their working hours of 1:00 to 5:00 but I don't know what to do in an emergency. There's nobody to call, it's all automated. So it's either we go on our own and find our own plumber and have the emergency situation taken care of or we wait.

We have a 2003 water heater so it needs to be replaced, but I got told by the contractor company when they called me in the middle of work that they're only coming out to assess it first. So I'm without hot water, we haven't taken a shower and it's December, so a cold shower isn't doable. I don't know if I should just go out on my own or if I should work through American Home Shield. I don't even know if it's covered or if it has to be replaced because it's old. I assumed so because it went through the inspection when we bought the house and they approved it. I've printed off what my policies are but it's all vague. It would be nice to call a person and verify.

Our ceiling fan in our bedroom blew up and smoked one night. I called and placed an order, and the contractor people called me back and I explained exactly what the problem was. They showed up and said that it was not a ceiling fan. They said that a ceiling fan is a fan that's actually imbedded in the ceiling for ventilation. So, I paid $75 for for him to say it's not covered. The tech even tried calling American Home Shield and waited 45 minutes to try to verify. It's frustrating to have these warranties but you don't have access to any person who can accurately clarify what the policy is. The gentleman who called about the ceiling fan went through three people before he got an answer. I also set up Christmas lights and the front socket went out. I'm reading the policy and I don't know if it is considered overloaded so it's not covered.

Then American Home Shield called me up to renew 'cause we're going to be expiring in a couple weeks. They raised the price from what the initial people appraised 'cause they said that's a realtor's price. I paid the person who sold us the house paid $516 for the whole year and AHS wants to jump me up to $150 a month. It was bizarre. But for most of the people who've come in to the house, I've been very satisfied except for the one that broke the other part of the disposal. They were very nice when they came in and they seemed very knowledgeable.

Two years ago, I also called AHS when my water heater started leaking. However, it was not such a great experience. It took a while and it was kind of an emergency. But they eventually got it fixed. All of the appliances they've fixed are working like they're supposed to. I have another claim for my refrigerator line which started leaking and I have somebody coming today for that. I did it online and they called immediately. The online service has been really good especially with the appliance part.

It took about eight weeks in total to get the problem fixed. So, we decided not to renew our policy with American Home Shield. I also wish they kept us in the loop with what was going on. They said they were going to put a part on order. And we didn’t hear back from them for weeks until I chased them up. It would have been good to know if something was out of stock and it was going to be delayed.

There were a couple of people who were really good. There was woman named Eileen who was fantastic. When I spoke to her and explained to her that they were offering me less than what I have in terms of size and all that, she told me that was an issue that they can deal with. They couldn't match the color or the name brand but they could match the size. She was the first person whom I spoke to who understood what I was talking about and actually helped me through the process. Sometimes I got people who just didn't know what they were talking about. They would tell me they'd get back to me then I'd never hear back from them.

We just got the oven installed the week of Thanksgiving and I was calling them since July about it. I also had another problem with the AC, but it was always the same thing. "We're experiencing higher call volumes. And we're working to fix it." I've been hearing that same message for the last five months so I don't feel like they're working to fix it. To have somebody on hold for 30 minutes to hour and a half, that's almost trying to get rid of a person hoping to give up rather than report the problem. So, American Home Shield is not a very user-friendly kind of organization. There were a few people who tried to help. The majority didn't. They started this online thing, but it's the same kind of stuff. They don't understand the problem fully and they just want to do the cheapest solutions as quickly as possible.

I called and AHS reps were excellent. I made one claim before and it was fine and this one as well. They told us what we needed to do, that we’d be hearing from the company, and we did. The contractor was very nice on the phone. I told her what the problem was. She says, “Okay.” She would pass that along to the gentleman who was going to come out to service. Naturally, he needed to see the problem himself but he knew right away it needed a new shower valve. He was great. The handle is now a thousand times better since the repair.

I called on a weekend. And it says, “You’re going to get a reply in 24 hours.” So I said, well, I don’t think that’s going to happen because it’s the weekend. So I called and the company said, “No unless it’s an emergency, we would wait until Monday to call you back to schedule.” I said, “That’s fine. It’s no emergency.” And everything was great. American Home Shield is very reliable and I'm happy to have them because my husband is not handy. I told my neighbors that it’s been a good experience.

I live an hour and a half outside Memphis and there’s no competition, so people can do what they want. So, if they call and say, “We’re going to be here,” and they aren’t, you have to wait until they decide to show up. So, twice we had waited on them. The technician came and was annoyed that he had to work here on a Saturday. He asked me if I had anything that he can put down the sink. I told him I had a loaf of bread that I’d gladly put down there. Then he told me he didn’t see that there was a problem. I told him he was putting mushed up bread down there and it was soft. It could work great for a couple of days and then back up.

He went out to his truck for about 20 minutes, came back inside, and told my husband that he didn't know how to fix it and that it was old. We asked him what he would do as our sink was backing up. He told us they were going to have to get us a new one. We asked if there was any chance it would be before Thanksgiving because we were having 20 something people over for Thanksgiving. He told us no and that they'd call us after that.

The guy should’ve ordered the part or a new disposal, but apparently, he just closed it out. My husband and I both work full-time, so my mom had taken over the phone calls. She was calling me while she was on hold on her landline with American Home Shield and with the plumbing. They said they'd get another person out. We already paid the $100 so I was wondering if we were going to have to pay again. They need to come out and fix and at this point, I don’t know if I want them back out here. This has been a total nightmare. It wasn’t American Home Shield’s fault, but if these are on their referrals, they need to get these people off there because they aren’t doing a good job.

He said, “I need to go in and do some stuff. I'll get back with you.” So almost two weeks went by and he worked on it again. Over a week went by and I called back and on the phone for 30 minutes or more just to get in and get the okay. We got to contact the guy and once he signed up the diagnosis on it and so then I called the guy directly and he never returned my call or anything. And then about a couple of days later I got a call from him saying I got to pull it up. He showed up and he put this part in and it worked.

My concern is with the communication in the time with him, receiving the part, doing the research and stuff because the guy said that it did not apply to this microwave and stuff. I'm a little frustrated with them but now we recommend them. It took a lot of time and he didn’t really communicate and step up but he did fix the problem. I just skipped one of the other companies out there.

I took up the issue with my credit card company to dispute the charges and they called AHS and were told that I didn't close my account soon enough and I would be charged the monthly fee. They put the fee back on my card. I spent 45 minutes waiting to speak with someone at AHS and when I did get through the agent told me that the account wasn't closed until November and I would be charged for the two months after August 18 anyway. I was told by the agent I spoke with in November that if I sent my closing document to prove I sold the house on August 18 then they would reimburse me for the charges. I emailed the agent directly with the CD and never heard another word. This company doesn't do what they say they will do and are in it for the money. I cannot and will not recommend American Home Shield to anyone.

The wrong water heater was ordered. For a few hundred dollars, an electrician could run a 220v line less than 10 feet and use the water heater that was in-hand. AHS did not present that as an option and told me my only option was for them to fabricate a custom water heater which would take 4-6 weeks to arrive. I believe the AHS rep that discussed this with me did not present running a new 220 line as an option because AHS does not want to be out the cost for the electrician and the new water heater.

Received notice two weeks into that process that the new water heater had arrived. Took off of work and no, it was the same model that had been ordered before. The only reason I have a direct extension that I can call and reach a person is that I complained on several social media channels. While I have a direct contact, they only serve to placate me versus offering solutions. I'm now over two months without a water heater. I've changed holiday plans for Thanksgiving and now Christmas because my house doesn't have hot water. I know that the management at AHS would never accept 2-3 months without a water heater. This is the worst customer service I have experienced in my lifetime.

Well, few months later my fridge did break down and they sent a reputable company who told they needed to replace one of the boards and it would take 3-4 months to get that part. In other words, I would be without a fridge for 3-4 months while the part was being refurbished since my part was no longer available to purchase. I did not accept. I need a fridge! The first person in the settlement department offered me $250.00, the second offered me $275.00 white cheap fridge to replace my stainless steel $3500.00 fridge.

From here on I had to wait a long time on the phone to speak to someone everytime I called. All I can tell you is it was very difficult to speak to someone that can help you. They are not out to do business, they are out to RIP you off. First of all they lied and told me my fridge is covered for up to $5000.00. You would think you would get a reasonable amount of money to replace with new. It is not right for them to be doing business this way. I ended canceling our contract and told them to KEEP the $250.00!! I'm very dissatisfied with this company. They never tried to reach out to me until after my cancelation, the letters started to pour in letting me know they were sad to see me go. What a bunch of bull!! STAY AWAY FROM THEM.

The refrigerator has done noise twice since he left. As a matter of fact, the night that he was here, it happened at 9:12 at night and at 2:00 in the morning. So I just said, well he’s not going to come out now so I just let it go. When the noise happens, it’s very irritating. I can hear it all over the house but it eventually goes away. The contractor said it might be ice buildup that’s accumulating near the fan where in the years that we’ve had that refrigerator, it hasn’t happened. Nevertheless, American Home Shield has been outstanding and getting them was one of the best things that I’ve ever done, and I tell other people that.

We paid the $75 for this guy to come out and he tells us he wouldn't fix it. Then I had to call somebody else privately to come out. He was here yesterday. He questioned me, "Did you tell me that a plumber was here?" I said yes. He said, "This was just a little leak in the tubing. It was right on the outside of the refrigerator." The plumber very easily could have clipped it, just the way the appliance repairman did and put a connector in to resolve the problem. But the plumber chose not to do that.

I am ready to cancel. I find AHS below par. They're absolutely impossible to get ahold of and talk to. I sent an email and I don't know if they're responding to the email or not. It seems like their company is in business to collect money from people and my mother just paid an almost $300 check to them plus paying the $75 to not get her problem fixed. I find AHS and their service abysmal.

The subcontractor gave me a number that they use to contact AHS and I sat on the phone for 30 minutes on that number and just hung up. AHS sent me an email on the second of December. They asked about the dishwasher and I answered the questions via email. I responded to it and asked all the questions about the dishwasher and I haven't heard from them since. I have had AHS ever since I moved into the home in 2009 and everything's been fine other than the dishwasher claim. I'm satisfied with them though the price goes up every year. I have family members that left Home Shield and went to somewhere else. But I stayed with them.

Then two days later, when we needed to use it, we found out that it's leaking. We had to get a big towel and start to clean-up the water on the floor. We've tried to use it three times since they came to fix it, and the problem persists so I decided to call today to report it. Overall, American Home Shield is a very nice company and I would tell others that the warranty is really worth it because you never know when things in the house might get out of hand. Having that protection would definitely give one peace of mind.

I had two wall ovens and I found out on Thanksgiving that one wall oven doesn’t get hot anymore. Larry, the tech from Al’s refrigeration he said that the coil at the bottom is not working. He called Gaggenau and they said that the appliance is 30 years old and they don’t keep parts that long. Larry said that if he can’t get a part, he can’t fix it so I have to replace it. I also had a claim regarding the cooktop and American Home Shield replaced it with a Kenmore that was 20 by 36. It would cover the cooktop part but the piece that was in there right now has a big piece of metal attached to it that’s a part of the counter so I don't know if I have to buy a complete set of appliances to accommodate the American standard appliances that I have as replacement or do I need to remodel.

American Home Shield has been working with me for a year and they have spent so much money helping me to fix things up. Whenever I call in, I would have a repairman within 24 hours. They listen to me but when I call them, I always have to be prepared to be on the computer for about three hours. It takes them forever to answer the phone. But, they were the one that helped me get the tech who got the boiler up and going. It took him six weeks and we froze and we flooded but when it was fixed, it was so nice and I love it. Also, as as far as getting a project that is daunting done, they’ve been amazing.

As for the dishwasher, the technician came out and said that it needed a new motor. He ordered the part and it took about three weeks. He called us a couple of days ago to say the part was in, and he wanted to come out to repair it. But we are out of town, so he's coming Monday. I've always been told to get an authorized Bosch service person so I asked him if he was an authorized Bosch service person. He said, "I fix dishwashers." So, that was probably no. My only concern is I want to be sure that it's repaired properly, not just "I fix dishwashers."

I wanted to order them both on one call online, and the American Home Shield webpage did not allow for that. When I finally phoned and talked to someone, they said that I can do up to six appliances on one service call. But they said that it was a problem with the website. Also, when I ordered the hot water dispenser online to be repaired, there was no box to check for it. So, I had to choose the closest thing to it which was a water heater, which it really isn't. Then they were sending somebody out to do a water heater, and I had to explain it was for the hot water dispenser, which I looked up on our policy to make sure it was covered, and it was. The website needs more boxes to check and a place to make comments. Nevertheless, we've recommended American Home Shield to other people.

I'd been putting out $450 each time for refrigerant because what the previous tech would do was they would change the motor. So they'd fill up the refrigerant while I get to pay the difference. American Home Shield would only pay $10. I get to pay $50 per pound, which was nine pounds each time. But they never changed the valve 'cause they kept saying it was the motor. I was a bit perturbed because I felt like I'd been paying the $75 service charge each time, not to mention the excess on the refrigerant. That was my portion of it, which was quite costly.

I called American Home Shield and I got no satisfaction from my conversation with the rep. The girl was telling me, “When they come out, you can give us a call.” I said, “It took me an hour and a half to get through to you. This repairman is not going to wait an hour and a half while I try to connect with someone.” I even asked her, “Is there a number that we could call when the repairman is here?” She said, “No, there's not. You just have to go through the process.” It was not a good experience at all. They should be able to have either a direct number or a case number that we could call in or some way that we can get through to them when we have a situation like this without having to go through customer service and wait. I've had American Home Shield for 18 years, ever since we've been in this house, and I'm considering changing from them mostly because they wouldn’t step in and come to my rescue on this.

He checked it out and said that the keyboard was bad and he tried to locate the part, and he couldn’t locate it. So he contacted AHS and they said that they would try to get a hold of the part and that we had to give them a week or two to do that. But then, a couple of days later, I got a call from Bob saying that AHS told him they couldn’t locate the part either. And the next day, I got an email from AHS asking me to send them a copy of the invoice for a new microwave and that they would pay it minus the $75 service fee, for anytime somebody comes out and check it out. So I am currently waiting for money from AHS to replace the microwave.

The AHS people that I talked to were very cordial. Things went along quickly which was a lot better than with the homeowners. On the other hand, Bob was great too. He was very knowledgeable. He came in, diagnosed the problem, tried to order the part and did everything on his tablet. And then, when it came to submitting the report to AHS, he didn’t wait to do the paperwork. He called them directly and waited until he got somebody on the phone, told him exactly what was going on so he wouldn’t hold up the claim at all. He tried to make everything go as quickly as possible. He’s such a friendly guy. He’s really nice. If we ever needed any of our appliances fixed, we’ll definitely call him because he was really good.

The only issue I have with them was when I got on the phone, they tell on the recording that it’s going to be a 30-minute wait. It took me 36 minutes before they actually answer the phone and I could tell them what was going on. I did that twice where I had to call them. Once AHS get the information, everything is handled. But how long you have to wait on the phone is ridiculous. I’m retired so I just put the phone on speaker and I do what I had to do. The recording said the wait is over 30 minutes, and it was. Each time I called, it was a really long wait. So they really need to clean it up.

I've had the warranty for over 20 years now and it's to the point where I've had them that long and I hate to tell them that some of the equipment, especially on my pool, needs to be replaced. It keeps breaking every couple of months. I had just called somebody else to have my heater fixed in August or September and I had to call them back out again in November. I wouldn't recommend AHS to somebody. They don't resolve their problems. I was about ready to cancel and just save my money for a new heater because I keep having to spend the money to have techs come out. If it wasn't for the pool equipment, I wouldn't have them at all.

Then, American Home Shield sent me a deal that said they'll replace my washers. So, they offered to give me $600, which is what the parts were going to cost to get my washer fixed. $600 doesn't cover the washer and that's not what I paid them for. And they said, "Well, that's the cheapest out of the two of replacing it or parts," and I said, "Well then, order the parts," because I'm not going to eat $1400 on a washing machine. Then they went on for another two weeks. Finally, they delivered my washer Saturday. Seven days before that, American Home Shield sent me an email and told me to call them. I called and sat on hold for three hours, which is the normal process, and they decided to replace my washer. So, I said, "Okay that's fine," and they gave me the model number. I said, "That's cool." I went and looked at it, it was perfect and fine.

They bought the washer through Sears, Sears sent the washer Saturday and it has a factory defect and dumps all the water in my laundry room. It's been 100% nightmare. So, I called LG and they said they would replace, but the only way they would replace it was I had to call American Home Shield to have them call LG. So, I did that then LG said, "Well, we'll just send somebody out", but they couldn't get anybody out for two weeks so then I called Sears, and Sears sent somebody out yesterday. That guy said that it's a factory defect and to call Sears today after 24 hours and see but I would've liked to have had American Home Shield send me some kind of a proof of purchase because if I'd have walked into Sears and bought that washer myself, then when it dumped water on my floor, I could've put it back in the back of my truck and drove it to Sears, and got it exchanged.

But I couldn't do that because I had no way to do that because American Home Shield bought the washer. The contractor that came out was directly through Sears. American Home Shield wasn't going to send anybody out and they said that it was LG's problem because they had already paid for the washer and now it's LG, the manufacturer, should have to do it. The interactions with the claim people are fine once you get a hold of somebody but you sit on hold for an hour to get a hold of American Home Shield, to transfer you to the parts people that buy the stuff. I sat on hold for two hours and 47 minutes on Monday trying to get through to American Home Shield, and that's every time.

Everything is good now, and AHS is going to reimburse me, but the whole thing hasn’t been a pleasant experience. They still haven’t paid for the contractor, so it hasn’t been settled yet mainly because of emails from different departments where everything kept getting messed up. One person would say we have this coverage, and then another person would say we don’t. Also, the one time I was able to talk to somebody, I would have to call them and have to be on hold for 45 minutes. I think that when their purchasing department buys a replacement, then they should have someone that you can talk to personally, follows up with you and the job because that’s where I think the problem is, they have too many departments.

I wanted to change my credit card, so I told them that I want to give them a new card. But they kept the old, as well as the new one. So, they were charging me monthly from one credit card, and the service call from the other. I then told them that I wanted to eliminate one of the cards, but they didn’t do that either. That took me two calls, which was an hour and 15 minutes worth of waiting. I almost feel like quitting on them and go to some other company because I can’t stand the waiting time.

They tell me that I can go online to submit the claim, but I can’t do that because I’m 71, I have glaucoma, and can’t see computers. All I got is my phone. So, they should have a separate service number, a separate number for your credit card, another for asking general questions, as well as for people who can’t do it online. Other than the waiting time on the phone, they’re really good, and they pay on time. The companies they use are also pretty good. They're really honest workers, and I’m satisfied with their work.

The first contractor they sent out was not very well prepared. He showed up late, but put the compressor in. He wanted to come back the next day to finish. I told him that wasn't an option, so he finished that night. It worked for a couple of weeks. It was really strange, and then it quit working again. They sent out another contractor, who couldn't have been more different from the first in terms of being punctual, if not early. He also kept us posted on what they were going to do. He identified another problem that he thought would be the end of it. He got the part a week or so later, came back, and put an evaporator coil in.

After five visits from two very different organizations, I have to give American Home Shield credit. They agreed to replace it. They asked for some information on what we currently have, specifically. A couple of days later, we got a link to pick out one of a number that they offered, either at no cost, or some additional cost to us. We picked one out. It was shipped to us and we got it within about a week.

While it took longer than I would like it to, the ultimate resolution couldn't have been better for us. AHS was very fair with us throughout it all. I also have found in the past with other things that they've fixed to replace that if you're unhappy with the first service team they send out, they have others that can often be better. At the end of the day, we're very happy and completely taken care of. AHS certainly lives up to their obligation. You just need to be a little patient.

They were very professional, made sure I understood what it was that they were telling me because I had an 18-year-old there at the property while I was at work. They had me on speaker phone the whole time so that I could hear what was going on. They also gave me future suggestions for some other things that I may need. If I had any questions, if anything happens or if I had any more problems with the particular appliance, I was to give them a callback. They were very accommodating and helpful. They also sent me a thank you text afterward for having their business.

I’m glad that the furnace is fixed and working really well. It was good that the technicians were able to get on out here because of the weather. It was fair that time but now, it started to drop some. American Home Shield is my handyman and I’m just glad I made that investment to use their company. The best decision I ever made was signing up with them and it’s been good. I always suggest it to everybody when they ask me if I know somebody who services.

Lindsay Plumbing also recently tried to screw my son $12,000. There was a cracked pipe underneath his cement foundation. So I told him to get a different opinion. Another plumber came in and had a better camera and saw that it was just grease in the pipe. It wasn’t a crack. So Lindsay Plumbing is out of our picture. We’ve reached out to American Home Shield about it and they put on there to never refer them to us again.

On the other hand, Kingwood Air Solutions is awesome. They’ve been really good and we always have them come back. I file my claims through the phone and online but if I want a particular service company, I call and talk to somebody. American Home Shield has always been fair with us. A lot of people have different opinions if stuff doesn’t go right, but like any other home warranty, they're a patch company. They're not going to replace stuff with top-of-the-line product. They’ll get it fixed as much as they can until it completely breaks. They take care of some of the problems, but they will replace it if needed. I would recommend them to a friend definitely.

It was silly and I finally said we should stop putting money into the dishwasher. I recommended American Home Shield to replace it so that's what we're doing. They sent us a link and told us to pick a dishwasher but there was no explanation. The website said what to do if we didn't like any of the ones there but we still don't know timelines of when to expect the reimbursement. The website also gave the directions of what to do to send our receipt, which I've done but now, it's been a black hole. I don't know where the claim stands now and we realized after we purchased the dishwasher that the installation wasn't included. I tried calling one day and it was an hour's wait on hold so it's all been through email and it's been completely crazy to try and make this happen just through email. It would have been good to know what was going to happen with the process and to connect with somebody a little bit more about it.

AHS emailed me last Wednesday to tell me who was going to replace my unit and that they will get in touch with me. However, the said company only contacted me this afternoon to tell me that they'll be here in 15 minutes. I wish I had more information. But the people who delivered it were professional and had the old one out and the new one in within half an hour. It was the first major appliance that AHS covered but every time I call them, they were always right there on time and they always sent somebody out who knew what they were doing.

But I had the plumber come out for one call and I had to call them again for the same issue. I was concerned that I was gonna get charged the service fee a second time but I didn't. I would have preferred to speak with a customer service representative to confirm that that was gonna be the case, but I didn’t get that opportunity. I just crossed my fingers and hoped that it will all work out okay. We've had an appliance guy come over, then we also had the plumber come. They contacted me right away and those went great.

Our policy is up in February and I'm looking into other companies. We’ve had BGE Home in the past and when I call, I get somebody on the phone within a few minutes. Also, once you pay for the policy, all the maintenance, all the service calls are included. With AHS, you have to pay a $79 fee every time you call. I understand that it's being used to staff service people but it would be nice if that was not there.

The AHS representatives have always been very courteous and professional. I wish they could keep the contract numbers in some way. It will be so much easier because I had to call them and there was a half an hour wait which was really irritating. Also, I’ve noticed a decline in my ability to talk to them on the phone lately. And when I called recently, I didn't speak to anybody. It was a voice recognition thing that came on and I gave my phone number and my zip code for it to find my contract.

The first company, Total Air, called and told me that for $600 out of my own pocket, they could come and do the drip pan and correct the problem, which was another lie because it wasn't the drip pan. I was shocked with the experience that I went through with the second opinion because that was the first time AHS told me that a technician could make a call like that, saying that it wasn't wear and tear, that it was self-inflicted. I hope AHS drops Total Air because they are not reliable.

I did not get a different contractor because then it would cost me more money. I told my tenant to take the wrench and tighten the bolts underneath the sink, and he did. The leak primarily went away except that there's a tiny drip, and it probably needs a new washer. The contractor inaccurately diagnosed the problem and I'm not paying $75 for somebody to go out there again as I'm tired of dealing with them. In the last year, American Home Shield’s service has gone down rapidly where I am almost ready to go find a new warranty company. They’ve cut down on the people that they have working on answering the phone and the contractors that they're hiring are not very good.

Recently, the door switch of our dryer broke so we called American Home Shield to file a claim and they set it up. The contractor that they sent was good. I have talked with the contractor about the problem and he made sure that he had the right switch and everything with him. He came out and ran a test and confirmed that it was really the door switch. He had everything working again in less than 30 minutes so we're real happy. My girlfriend's got American Home Shield now, too. Everybody I've talked to said American Home Shield takes a load off their mind. They don't have to worry about something serious happening.

So, we went to a company that I used at a previous residence and they were overselling and trying to sell us a unit that was way too big for the house. Then, we found a third party who we went to. I didn’t like being stuck with one vendor that I didn’t feel was the best for the job when all I could get to cover the issue was just a couple of hundred dollars towards a several-thousand-dollar job. If I’m in a situation with a very expensive job like that, I don’t want to have just one vendor. It’s not right or fair. AHS should have an arsenal of levels from mom and pop to some big corporate type and options in between and a referral list from other people, not just “Well, here’s the person that’s got the contract with us”.

One other negative thing about AHS was when I had to be on hold for 30 minutes. This happened to me twice when I was trying to get some feedback about the AC. And the reps complained that they didn’t have enough staff. I told them that that shouldn’t be our problem and they need to hire more people at their call center. I remembered that their website was simple and making the initial claim was easy, but trying to reach them on the phone was very difficult. But AHS is fine to have as part of buying a new house and their actual dynamics of dealing with customer is fine. The last call I got from American Home Shield was when they were checking on me since the deadline for renewal is closing. They were very persistent but they weren’t overly pressuring about that. I appreciated that they were friendly when I finally decided not to renew. They didn’t try to push my arm.

I was still on hold on my house phone for American Home Shield and Pro Air, the AC company, called me. I explained to the rep about asthma and that I can't handle the 69 plus degrees from Friday until Sunday. The rep was very apologetic. By that time, it was 5:00 on Thursday. She said that I could get scheduled for first thing Saturday morning between 8:00 and 12:00 and she asked me to ask AHS to expedite my request. ProAir was extremely good and I'm very happy with them. I went back to my home phone and AHS finally came on after 35 minutes. The rep had a I-don't-give-a-care attitude. He sounded irritated and said that the only way it would be expedited is if it was 102 degrees. But it felt like 102 degrees.

I asked to speak to a supervisor and he said that I could wait on hold for a while but they would tell me the same thing and that they don't expedite anything. I was extremely frustrated. I didn't tell them that the AC company had told me they would expedite it for me and I just hang up. AHS said that it would only be Monday or Tuesday before they get to me which upset me, but Pro Air came in on Saturday morning and it took them less than five minutes to fix my AC. It was fantastic that I paid $75 and got my AC running and the service company that came out was awesome, but the one interaction I had with AHS sucked.

The contractor that was sent out came out the day that was in the time frame. I called on a Wednesday and asked somebody to come out on a Friday just because I noticed that the pipes were kind of sluggish. I thought I had time. But that Wednesday evening, it was actually clogged. So, I called again and they had somebody out on Thursday. That was a pleasant delight. And the contractor was very professional. He even gave me some tips to help avoid it, which was music to my ears, because I can pass some information along to my wife. Since the repair, I haven’t had any other issues. I would definitely recommend American Home Shield.

Every time that I would call and try to set up a time frame, he'd tell me that he would set it up and that I would need to be available whenever the schedule was available. I asked for them to come out one more time to check the Freon in the air conditioner. It was a different company, Summer All, and the issue on that one is I filed the claim on a Thursday and I got a call back from the Summer All people the next Monday. I had already told one of the other folks to come in and do the business, and I canceled that with AHS for them to come out.

The technician that’s come out has been excellent. But dealing with the folks on the other end was not a pleasant experience. I have patients in the clinic and I can’t just drop what I’m doing and go and spend an hour. The guy was going to be here by four o’clock and the first guy got there at eight in the evening. I called and I filed a complaint with American Home Shield about it. The quality of work by the contractors was excellent. It’s been really, really good. My water heater was replaced and they were able to repair my air conditioner. They had to rework the whole thing. I’d recommend AHS to my friend if they got a house that’s five years old.

The worst thing ever to hit American Home Shield is their system when people need to place a call or even online. Yesterday, it took me one hour to chat with somebody online, which was not very good. On their website, it would be great if they have more option. I was on the phone for one hour and at the same time, I was waiting for somebody to chat with me. The chatting system came first but it took 50 minutes and that was terrible. Another time, last year, we placed a call for somebody to come in. However, when that person came, he had no idea what to do with whatever he was called for. AHS should call the right people. Nevertheless, I've experienced other companies and my best one is American Home Shield. I always refer AHS to others.

I’m very satisfied with what American Home Shield finally did but I’m not satisfied with the process that it took them to get to it. It was not so much American Home Shield as it was the companies that they used. They sent All Brands out here for a number of things and they were constantly dragging it out. I don’t think that they’re screening their service people enough.

I also got an email that I was seven days past due on my fee and they were not making service available to me until I had paid it. So I called them yesterday and the very nice lady who took care of me took about 10 minutes and she came back and told me that because there was a different opinion or a different diagnosis and it was repaired, I didn’t owe the $75. Then I told her I knew that but they didn't. That was what I was told in the first place. But she was exceptional. I’ve been with American Home Shield for 16 years so they need to get their act together now. It also took about five weeks to get our air conditioner replaced in the heat of summer.

I called American Home Shield the next day. They said they hadn't gotten the smart report from the contractor who came out. Yesterday, I spent 48 minutes on hold again. AHS called the contractor and I was on hold another 12 minutes. They said the contractor and his boss were trying to decide what to do. I asked what happened to the 24 to 48-hour rule. They said they didn't have answer yet.

Here I am today, three weeks later, without a washing machine with my 92-year-old father who has Alzheimer's. I need my washing machine. I can't leave the house to go to my sister's to do laundry all the time. I'm not a very happy camper right now. Smoke out of your washing machine is very scary to me. I keep recommending people to American Home Shield, and this is what I get in the end. I'm a retired retailer. I know all about Thanksgiving weekend. But three weeks down the road and they're still talking about it. American Home Shield is not living up to their contract. I'm very disappointed because I'm still paying $65 a month. I'm a patient person, but this is too long.

They never called for an inspection after they fixed it. I'm retired from city hall so I know they were supposed to come and inspect it. The following week, I called and told them I wanted the inspector to come. I wanted to make sure that the man I had to pay to get it brought up to code did it right. So he came and he said it’s okay. The following Saturday after that happened, I noticed my hot water heater was leaking and so they sent someone out immediately for that and I appreciated it. And he fixed that part.

We’ve been with American Home Shield for several years and they’ve always been great and that’s why even though my husband’s gone, I continue to stay with them. I just wish that the company that came to fix the heater would have hurried it up because it was cold and I was having to stay at my sister for two and a half weeks.

I asked them to take Stephen's Appliance off of my list as a provider because they did an awful service. We filed two recalls with them and they did not follow up and their attitude is bad. They were supposed to come back and look at the refrigerator and the guy claimed he didn’t get the first email. He claimed he got the second email and then when I called he replied to me when I asked him when was he coming. I said, "because they told me that I reach out to you. You're supposed to come right back out." He told me that he was not coming right back out. He told me that he couldn’t say when he was coming so I asked him, “Well, can you tell me how our refrigerator can be fixed?” He told me if it's not working to call the claim in and they will replace the condenser on it but if it still will not working after that then he would have to put in a request that they know that my refrigerator can't be fixed.”

I asked him when he was going to do that. I called on Wednesday and he told me that it would probably be Friday. I said, “Well, how is it that it's going to take you until Friday to call it in or send a request?” And then he just said that the refrigerator can't be fixed. I asked why it was taking him so long since I've been without the refrigerator for almost six weeks. I said, “We've been going back and forth.” So he told me, "Well it would be Friday, that’s all I can tell you. I can't tell you anymore. Friday is when I will be calling in." So I asked, “Can you tell me what's wrong with the refrigerator then because if all you need to do is make a phone call or send an email then I don’t see why it would take you until Friday to do that?”

I told him that I was going to call and he replied, “You can call all you want but until they hear from hear for me nothing is going to happen.” And that’s exactly what he told me. Then the old lady called on Stephen's Appliance and solved my problem but trying to get my refrigerator fixed and the time that you sit on the phone and going back and forth is just too difficult.

On the other hand, the technician was very professional. I asked him to call me because they gave me a four-hour window to be available, but I told him that I work 10 minutes down the road and I could beat him if he could give a 15-minute heads-up. He did and that was great. He also told me that it was the condenser ice and he flushed it. Though the policy is expensive and I didn't use it enough to justify having it, American Home Shield is worthwhile on a new home. That way, you have some coverage in case something happens right away.