American Home Shield Reviews

The people on the phone were always so nice and very personable. Everyone I talked to did very well. Even though they have the address on the screen, they were confirming it, which is good. They're on the right contract. The only thing that made me wonder was my computer because it was a cash in lieu that I sent in on August 9th and I wasn’t hearing anything. I called and luckily, the message says 7-10 days that you should receive the payment. I was like, “Whoa! It’s been longer than that.”

The last rep that I talked to was awesome. She must’ve gone to her manager, too, to see why my e-mail hadn’t gone through. I was even given an alternate POR. They checked both folders and they were able to locate it and they're getting it taken care of so it worked out okay. It would be nice if there was an automatic response. Other than that, I appreciate working with American Home Shield. They saved us a lot of money through the years. Just like car insurance, you need to have it and then when something happens, they help you.

But we're having billing issues with the company. They've deleted our billing information twice. We called them and the information we gave them was no longer in their system. We had to call them every month to ask what was going on. But when we talked to reps who didn’t know what was going on and they looked at the notes in their system, they tried to decipher what the last person put on there and they constantly missed.

AHS double-charged us one month. Then last month, they said that we owed them payment and I asked them about the refund when they double-charged us. They said that they have refunded the excess charge, but they never did. Then they tried to charge us late fees because they said that we were not making payments, but I'm fighting them on this. Everything other than the billing issues was fine. The guys at Josh’s Appliance Repair who came out here and worked were great. The technician there was quick and he knew what he was doing. But this is the fourth time that we've had problems with billing and I’m extremely disappointed.

The air conditioner finally got fixed but I had problems with it again. I waited on hold for an hour and twenty minutes and started to talk to somebody because I didn’t want the same place to come out because it had taken them so long to fix it last time. I asked AHS to find somewhere more local that can come out faster. But somehow I got hung up on. The rep had just confirmed my phone number with me but she never called back after knowing that I had been on hold that long. I waited on hold for another almost two hours the next time. I talked to the lady and told her how unhappy I was with the last time and how it took so long to have someone come out.

When I gave my request to find a local contractor, she said she they were going to put in their system something about getting a different company out. But I got the call that the same company that fixed it last time was coming out again. I gave up because I just spent three and a half hours on hold and I wasn't going to call them again. I was really mad that I waited that long and they know how long their hold times are. But the contractor finally came out and it didn’t take as long that time. I finally got things fixed.

I've had American Home Shield for four months in this house but I've had them for a really long time at a different house. But I'm not really happy with them. They've changed all kinds of policies. I used to be able to call up and talk to a real person and I never was on hold for as long as I have been this last time. They also make you pay for a service call before the contractor even comes out and the service calls are not that cheap. AHS switched their policies where they took payment over the phone for something that they didn’t even know if I was going to have to pay. If I disputed the service, was I going to wait on hold for three hours to try to get money back if I didn’t think that I should have owed it. If AHS wants me to keep this next year, I don't know why they would ever make it so difficult to talk to a person and why they don't really care when you do talk to them. It's been frustrating.

The contractor advised her the part was in and they didn't understand why we had not been contacted, but would call us before the end of the business day to set up an appointment. I advised the AHS representative my disappointment with the contractor and suggested they evaluate the contractor as a service provider, but she sounded indifferent. The AHS representative assured me she would call us also in the afternoon to confirm the provider had followed through. Never heard from either one. Very disappointing considering all the money we have paid them over the years. I do not recommend American Home Shield and suggest you read more recent reviews and go somewhere else.

Original Review: Oct. 9, 2017

Horrible business. My realtor purchased this home warranty for me as part of the closing deal for my house. My dishwasher isn't working, so I placed a service request on AHS's site on Friday morning. I got an email from the 3rd party vendor AHS contracts with locally on Saturday morning saying that they couldn't reach me via phone because the phone number was incorrect. So I promptly emailed them back with my phone number. No call. It's now Monday afternoon and still no call. I logged into AHS's site and saw that the vendor has a comment on my service request saying that they can't reach me (which is a lie because they had no problem reaching me via email). Sounds like a scam to me. Why do companies contract with these 3rd party services that are unreliable and shady?

So now I'm on the phone (have been on hold for 30 minutes) with AHS because I'm trying to cancel my service request. I want them to cancel the payment that they took too. I'm unable to get a hold of anyone and they don't have an email address. I tried sending them a message on Facebook too. No reply. I will just be buying a new dishwasher at this point... after reading the other horrible reviews. Save yourselves the time and money. Do not buy a warranty through AHS.

Since the repairs, the items have been fine except for the air conditioner. We were told by American Home Shield that they couldn't replace the compressor. The whole unit needs to be replaced as well as the evaporator coils to be compatible. They sent me a letter saying that there were some things not going to be paid for under the warranty, but no one called me to follow up and ask if I agree with them and if I would like to get the job scheduled. I had to call American Home Shield again and I went on hold for another 60 minutes to find out that I needed to contact the air conditioning company to arrange for them to come and do the change.

But then, the AC went out again. I was so hot and couldn’t rest. So, I submitted a claim online at 4:00 in the morning and had a text message in no time that somebody would be coming by. It was very simple to submit that claim. I had to leave town so my father went over and met the serviceman. My AC was at the front and the serviceman spotted what was wrong before he even got in the door. He had to replace the motor for the fan. My father will go over there to check tomorrow.

Another claim that I had with AHS was when my refrigerator went out and I was without a refrigerator for a month. The person that I spoke with wasn’t willing to work with me, so someone else got to the office and the issue was settled, and everything was fine. Problems occur but the important thing is that I got a good resolution in dealing with the refrigerator issue. I surely like AHS and I wouldn’t be without them. I've been with them for several years and they've fixed any problem that I've had. They should keep up the good work.

Also, the contractor was really helpful. He told me where I could get the parts that I needed since it wasn't covered, and he gave me enough information to where I could replace it myself. He even told me who to get in contact with who could do it for me. The online site was fine to use as well, but it should be a bit more detailed like telling exactly what was wrong. If it was, I would have found out that the reverse osmosis system was not covered before having a tech come over. It would have prevented the $75 fee for me. But American Home Shield was fast to get to this situation. They were nice and helpful. The service was fine, but the very start of the whole occurrence was not exactly the best and it was lacking communication. It could definitely be improved.

When American Home Shield received our report on this, they quickly switched to another contractor. With the other one, we paid two times. The first time was for the checking which was very good and for the second time, they sent the plumber to fix and replace the heater. The whole timeframe was to be a week so we lost hot water for that period because of the back and forth. It was also too hard to get a hold of American Home Shield and the waiting time was too long even when we expected it. I understand that they were working too much, but we had to deal with two groups of people instead of just talking to them since we also had to negotiate with the contractor for the price or the modifications. So American Home Should should have better synchronization with their contractors. But their follow-up was okay and the heater's performance has been good since the repair.

A guy came out and took a bunch of pictures of the air return and of the floor joists then I was supposed to get a proposal. However, the air return won't be covered under warranty so I understand why they're having a hard time getting somebody to come in and rebuild the air return box. Aside from that, somebody actually ran a gas line up through the air return box too and there are so many problems. I got a plumber around here to re-plumb the house and he looked at that and said that it was in between two joists and the air return box was on the other side of it.

In another claim we had River City Appliance come out and check out our appliances. The guy did a crappy job. They said the appliances were all working fine but we had one of those automatic dryers that sense when your clothes are dry and we ended up having to replace that. We also had a problem with our refrigerator and he told us that it probably was sucking up fumes from when the new linoleum was put down in our kitchen. We followed his recommendations of trying to air it out but we ended up having to replace the refrigerator as well.

I can and would be a poster child for American Home Shield. I am so satisfied with them. My contract is coming up for renewal within the next couple of weeks and I will be renewing with them. As long as I have a house, they will be my warranty provider. They’re a great company to work with. I had another warranty with a company called Warrantech and they should be put out of business. They are just ripping people off. American Home Shield is the best of the best.

So then another repair guy came from Clyde’s and this was in July. But when I tried to wash all the clothes, the washer still didn’t work. At that time, I had been going to the Laundromat and I decided one day to stop paying to dry my clothes. I had a dryer that was repaired but when I tried to use it, the dryer wasn’t fixed either and if I hadn’t decided to do drying at home, I wouldn’t have found out. They sent somebody different to repair the dryer and in August, another guy came out to check the washer but whatever he did still didn’t solve the problem.

Finally, American Home Shield decided they’d replace the washer. They have always said that if they can’t repair it, they will replace it and they did come through which I appreciate. However, there should be a cut-off time like two months at the most, although that’s still a long time to be without your washer. I just got the washer and we're now in September. All the while, I was paying the technicians and my monthly payment and I was still spending money on the laundromat. It was business as usual for everybody else, but not for me. It was a terrible experience and I could not even speed up anything. I was really at their discretion. But prior to this claim, I’ve been satisfied with American Home Shield.

They got it fixed and American Home Shield called and apologized, and waived our service fee. They were very helpful and very responsive and very apologetic. They tried to do what was right. They haven't sent back the money that they charged us, but they claimed that they were going to return the money. Then, the time before that, our air conditioner went out. They had no service techs that were in this area to work on our air conditioner. It was hot and my wife takes care of our two grandsons during the day. So, I finally got PO'd and called the local air conditioning company. I had them come out and look at it. They told me the condenser was bad, and that I needed to replace the condenser.

I called American Home Shield and they told me that since they couldn't get anybody to service the air conditioner, that they would reimburse me for the repairs. Unfortunately, the repair was 1,800 bucks, and they paid 1,500 of it. The difference was the cost of the freon to charge the system. They said systems should only take eight units. All they paid for was about a third of the actual cost of the refrigerant. So, I was out of my pocket, the $75 service call, and almost $400 because the price that they paid for the refrigerant was the price that was probably valid 20 years ago. The air conditioning company said I couldn't even buy the products wholesale that American Home Shield was willing to reimburse them for. They reimbursed me, but it was really a hassle because the first one they declined because I didn't go through them.

Normally their people are very helpful. However, there are times where you would sit on hold for 45 minutes, and then they would drop you. Then you would have to start all over again. That happened many, many, many times. That's probably the most frustrating part of it. American Home Shield should be more responsive with their service responses. Customers should be able to talk to someone when they call versus waiting 30 minutes to 45 minutes. Also, they don't have enough service technicians in this area to take care of the amount of work that they need to do. I talked to a couple of guys who used to work for American Home Shield and they dropped AHS because they never got paid on time.

On the 29th of August the ticket was closed by Mr. Care Appliance as the online dashboard stated so I called AHS and a representative mentioned Mr. Care Appliance found the refrigerator irreparable and could not continue, AHS recommended a 2nd opinion was required. I accepted to have a second company come out Pinnacle Appliance Repair. Both companies not to mention have been unprofessional, with lack of communication, late or missed scheduled appointments. At this point the ice maker, the freon levels were checked and filled backup, the sensors were checked and were stated to be ok by Mr. Care Appliance Repair whom also mentioned there could be a possible freon leak and could be a possible hazard.

Pinnacle Appliance Repair first visit was on September 8th, 2017 with dispatch number: **. Technician came out and inspected refrigerator and stated refrigerator was ok and no repair needed when 2 digital thermometer and 1 refrigerator/freezer thermometer as well as a water/tea thermometer all were reading the refrigerator temperature to be 50 degrees + I stated I’m very concerned because food has been spoiling at this time approximately 1 month. Technician advised he would return with company owner's review of the situation and see what else he would advise as the technician was not knowledgeable enough with the issue and would have to do research as well to find and detect the issue as to why the refrigerator is not cooling.

At this point the technician left right after he decided to add more freon to the refrigerator and said he would return or call in a day or two for a follow up service appointment. We did not hear from anybody and decided to call AHS again and let them know of the situation that our refrigerator was in worst shape than it has been now almost being at room temperature. AHS representative tried to reach out and found their phone system was not working at this point and we could not get a hold of anybody at the company. After spending 4+ hours over the phone with AHS finally a Pinnacle Appliance repair technician stated an appointment for 9-12-2017 would be open for a recall to have a technician come back out and completely service our refrigerator and promised to fix it AHS rep created a recall with dispatch #: **.

At this point on the 12th of September we had the owner of the company come and inspect our refrigerator until the 15th of September the technician arrives and soon as walking in gives a visual inspection of the refrigerator and states it is ok after showing him food spoiling, technician called Samsung and troubleshoot with them. They found 3 temperature sensors have been bad all this time. My concern is Mr. Care Appliance also mention a possible freon leak which sounds extremely dangerous and at this point I have waited almost 1 month. We are now at the point of waiting for those 3 sensors 2 weeks in and still have not heard from Pinnacle Appliance Repair since last visit on Thursday the 5th of October.

I called AHS and spoke with a representative which stated the parts were on backorder and to call Pinnacle. I called on Thursday the 5th of October whom I spoke to the owner of the company Mr. Mario ** whom stated he would be out in my home and the part that was on backorder would arrive on Friday October 6th, I waited all day Friday and no one called or came to the house even took the day off work. I called AHS on the 7th and was given FedEx tracking number of ** which shows parts being delivered as of 1:42pm 10/05/2017. The lack of professionalism from both sub-contracting companies has really been.

This is despite the fact that I have two small children, one of which is a baby. But I had someone out on a Monday and the reason that I was able to get them out on Monday was because they did put the new company. I got an email who the company was. I called that company and they said, “If American Home Shield doesn’t approve it as an emergency you’d have to pay out of pocket for the emergency service fee.” Which we opted not to do.

I'm glad we didn't because it was actually an inexpensive fix. So then I was in contact with that person locally. He felt sorry for us and made sure someone was out right away on Monday. So it was nothing that American Home Shield did to help me to get someone on Monday, that’s the local service technician. He was fantastic. He looked at the AC and he had the part in his truck and he fixed it. Within 15 minutes he was in and out. If American Home Shield essentially didn’t have the monopoly on home insurance like these I would be switching providers. But I don’t really have a lot of other options so I’m staying with them. It was very frustrating.

So, they came back and did what they thought was correct. Still, it was not solved. So now we are still trying to figure it out. The contractor told us that the shower needs to be ripped out and re-tiled. It's not something that a plumber can do. So we're going to try to get the builder to take care of it instead of us having to file another claim through American Home Shield. We’re going to start there first because the house is only two years old.

I have a concern with the microwave when they first came out. They had to order a part so they came back with the part and they put it in. That did not solve the concern. They ordered another part. The guy came back out and also installed it. After he left, I noticed the turntable was not level. So I basically called him back and he reassured me he would come back out and take care of the concern. He did follow back up with me within three weeks. I had told him I figured out what to do and how to solve the concern but I appreciated his follow up call. Another concern for me was regarding the copay that they have to make. One technician was prompt with taking the copay but the other technician basically told me I had cancel that with American Home Shield. That kind of left me shaking my head. Now American Home Shield is telling me that I owe them money, which I know I owe them money.

Since the first guy they sent out couldn't work on it, I told them I'm not paying paying another charge. Plus, the second guy who came out said the fridge cannot be fixed and that the parts needed are obsolete. And when AHS offered to give me a certain amount, I told them the contract says a different amount. They replied that they don't have the fridge listed as a dual compressor. When I told them to ask the repair guy, they didn't get back to me. When I called them, they told me they still don't see anything so I contacted the fridge company to get the relevant literature and paperwork. I forwarded that to AHS so they would finally get my claim going.

Now they told me to buy a fridge and that I have a certain amount to spend. I wanted to get that in writing because I'm not going to buy a fridge only for them to suddenly go back on their word. After getting it in writing, I bought a fridge and turned in the paperwork, but haven't heard anything from them yet. Also, when I signed in and checked my account, I'm still showing that I owe the second charge from before. When I called them, they said that they have it posted on my account that it should not be there. I also asked if they've received the paperwork I sent. They told me they got it and everything should be good. I also asked them when I was going to get reimbursed.

AHS is great when you need to use them, but it takes a while to get reimbursement and their phone lines are horrible. If you get disconnected, you got to start all over. The other day, I was on hold for an hour and 15 minutes, then got disconnected. I got back on there, was on hold for about an hour and 10 minutes, then got disconnected again. Finally, I called up and I went to renew my contract. Surprisingly, someone picked up within a minute.

Original Review: Oct. 7, 2017

Government regulations R22 Freon cannot be used anymore to be phased out. So it's getting expensive. American Home Shield has decided they will not cover this arbitrarily and since most HVAC systems still use this Freon they're screwing everybody. My unit needed a leak fix and a little Freon. AHS informed me that I had to pay the 300.00 for the Freon but they were willing to pay 10.00. They're saying that consumers are in this regulatory crises alone and they aren't covering squat. End of story. I purchased a new HVAC system and fired them. Plus their automatic eighty dollar service call fee is automatically taken out of your account so it doesn't matter if you're satisfied with your service provider. They still get paid. What a joke.

We tried to request the contractors that we know and do good work, but sometimes it's pushed back with AHS, even though the contractors were on the approved list. We went to businesses in town and then to the ones that know our system, whether it's our air conditioning or other things. We also went with the one that's been in our house before who worked or installed on our equipment. However, sometimes AHS don't let us have who we want working on our things. Overall, AHS has still room for improvement.

When I had a problem with the air conditioner, the plumber said it was the air conditioner man. But the air conditioner man said it was the plumber. My husband followed up there at 2:00 in the morning because it was so hot. But we didn't get anything from them and nobody called me back. So, my husband fixed it. We also went back and forth with my refrigerator and they finally gave me money to buy a new one because it was only three years old. There are several services out there and they're all hard to deal with. It's not easy but it works. If people stick with it and they stay on with them and spend the hours on it, they will get results. But most people do not have the time or patience.

My refrigerator had been an issue since the end of June and it is still not working. American Home Shield only gives you two people -- Sears and Mr. Appliance and I guess that's it. One of the things that Sears was going to replace was the evaporator. And right after they left, UPS dropped off the evaporator kit, so they never replaced it. AHS thought Sears fixed it and they didn't and I had to call AHS within the contact time and then they sent out Mr. Appliance. They were working with me to figure out the same problem and they said if they replace the compressor, they should have replaced the evaporator kit and dryer but they didn't. Now, like Mr. Appliance, AHS is not getting back to me. So it hasn't been a great experience as far as that goes. The refrigerator is a headache. It freezes and unfreezes and I get water on my floor. So I'm not putting stuff in my freezer. I can use my refrigerator right now but it just goes up and down, I can't trust the refrigerator.

Original Review: Oct. 6, 2017

This company forced us to use a dishonest plumbing company that lied and upcharged parts by a ridiculous amount. Refused to send out a different company for a second opinion unless we paid an additional service charge. Ridiculous amount of loopholes to avoid covering any items in your home. Customer service is HORRIBLE and next to impossible to get a hold of someone without waiting at least 30 minutes on hold. Awful company, will be canceling my policy ASAP.

The contractor came out. Spent about 3 min looking at the heater and said, "I have to order parts; I'll call you later today." He texts me back and says that parts will not be in until Friday (6 days later) and that he would get them installed then. Friday comes and I called the contractor and he tells me that they cannot install today but the will sometime on Monday. I called American Home Shield to try and get this resolved and they told me that they have no control over the contractors and since he already ordered parts that they cannot send someone else out. I explained to them that I have a 10 month old baby in my house with no hot water and I asked them if I can pay someone to come out and fix it because I have been in this house for almost a week with no hot water, and get reimbursed and she tells me no.

I ask if they can pay for a hotel room and she tells me no. I ask to speak to her supervisor and she told me nobody was there but she can transfer me to the product services department where I speak to Chasity and she is less helpful than the first lady. I asked her if they could pay for a hotel room for my daughter and she said no they do not have to do that because they have already purchased parts for the water heater and it will be fixed on Monday. I told her that does not help me or my daughter for the weekend and she told me that there is nothing she can do. I asked to speak to her supervisor and she said there is nobody to talk to, I said, "So you don't have a supervisor?" She says, "I do but you cannot talk to them." I asked, "Why not?" And she said, "They don't take live calls." I said, "Fine, give me their number." And she said she can't.

I asked her for their voicemail and she said they don't have one, I asked to leave a message and she told me I could not. I asked to have the number to her corporate office and she told me she does not know it, I asked her to find out and she said she can't and that there was nobody else to talk to. She would not only not put me into contact with someone I could make a complaint with but refused to help me get ahold of someone that I could make a complaint to or even point me in the right direction. Not only do I plan on canceling American Home Shield after and if they ever fix my hot water heater but I would not recommend them to my worst enemy.

I am so infuriated with the complete lack of regard for my situation, I could understand if it was just me and my wife in the house and not my daughter but they absolutely refused to help us out. Their complete lack of concern and their "it's not my problem" attitude as well as their COMPLETE lack of customer service and there is nobody else to talk to answer was beyond unprofessional and inconsiderate.

We filed a service claim six weeks ago now, about an HVAC ductwork leak in our attic, which is ruining our sheetrock ceiling. I have had to call AHS nearly every business day since and sit on hold for over an hour several times. They switched from one contractor stating the contractor was giving them the runaround. The next contractor gave his estimate and they told him he was too expensive. After another week of hearing nothing from AHS, I called back and was told that the claim was being denied. This is the worst example of customer service that I've ever seen. DO NOT GET INVOLVED WITH THIS COMPANY.

I wait on hold over an hour everyday before I even get to speak to someone. Ridiculous. I have had to take off of work to be available for a service person more than once; still no refrigerator. My calls and emails have not been effective in getting my refrigerator replaced. I think a month is more than enough time for a Home warranty company to have me a working refrigerator. They expect their payment every month. I'm hoping to have more information tomorrow evening. Hoping? Just information... not my refrigerator fixed or send the claim for replacement??? Evening--why yet another day? I'm irate. DO NOT USE AMERICAN HOME SHIELD.

They told me when I signed up with them that there were a substantial amount of contractors in my service area. They probably left because AHS does not want to pay contractors the amount they deserve. I pay $82.00 a month for this crap. I am canceling my AHS account and just pocketing $100 a month or more for home maintenance issues. Also they never followed up with me for the my electric stove issue I am having as well - just bypassed my electrical issue I am having. I have to chase them???

The first contractor said the compressor didn’t fail because it was old. It failed because it was dirty. Between the initial call and the first visit was five days. I didn’t find out about the “dirty” till five more days. So, we scheduled a second opinion. A few days later, the second opinion came out and the contractor said, “You’re right. It’s shot. We’ll write it up”. I didn’t hear anything for a few days. I called AHS and they said they didn’t have the paperwork from the contractor. And so we got the paperwork from the vendor and had it go through processing.

The contractor then told me that they had to make some modifications to put in the new unit. My house is only 19 years old and the compressor was a replacement of the original unit so there couldn't be that many modifications. But there were 11 bullet points, plus a permit. So, 12 things that they were proposing needed to be done and a total of $1938 dollars out of pocket. Then AHS offered to give me the cash to wholesale value of the condenser and the coils, $1541 dollars. I said, “You’re telling me that you’re offering me $1541 dollars to get something fixed that you want me to add on $1900?”

AHS told me they don’t control what their contractors do and the prices that they charge for the add-on is up to the contractors. I told the rep their contractor wants $125 dollars to re-attach the plastic drain pipe that’s already there. That’s authorized extortion, charging outrageous prices for something. The rep just apologized then said it’s not their problem and I should take it up with the contractor. So I’m still going to be out of pocket way more than what’s expected for something that is under warranty, and AHS claims that the warranty has changed through the years. And they can’t seem to pull out the records for my warranty 20 years ago but it’s as if they don’t want to tell me what details they pulled up.

I’ve spent 10 hours on the phone trying to get answers out of various departments and trying to get a hold of somebody, I’m on hold for as long as 40 minutes. And a lot of them just said they’re not authorized to do whatever I called about. On the latest one, they said they’re going to refund the service charge. They collect the service charge electronically now, as soon as the customers place the call. But my refund will come as a check which they’re going to cut on October ninth and will be sent to me in the mail. That doesn’t seem at all very high tech.

Also, we’ve updated most of our appliances on our own without filing claims. We didn’t wait for them to break, and so, my claims have largely been on the line of the plumbing and with the air conditioning in the back of our minds. But when we had to deal with this air conditioner, the warranty was not doing its job. Overall, my experiences years ago were wonderful and I recommended American Home Shield to people buying houses. I regret that now and I have to seriously think about whether I want to continue with them. It’s not a good product anymore. I feel very frustrated and poor right now.

But three years ago, I had one bad experience with AHS. My dryer had broken so I called to request the claim and I scheduled the guys to come out. I left work early to meet the tech but he didn’t show up. When he called me back, he was so sorry. Eventually, he came back out and fix it. Other than that, they’ve all been good.

The first time though when the contractor came out for the air conditioning, I was disappointed. The AC needed coolant and Home Shield only paid $50 towards the $400 claim so I ended having to pay on my own. I only had the contractor come out twice but it was cheaper to go with an independent person than Home Shield in that particular case. With Home Shield, you can pay your deductible in person but I’m not there in the city to manage the rental house so I like being able to pay it in advance online. That is really convenient as a landlord so that my tenant is not charged. I like that part about it. Overall, American Home Shield is a good service and I’m satisfied.

Another thing that really bites is that they don't have enough contractors. They don't have anyone in my area to fix the water heater. So, I'm hoping that they get somebody to fix it because the one person I want them to send was way out from here. All I want is time for certain days and he thinks he can get here sometime between 8:00 AM and 5:00 PM. My wife and I are working people. And I just can't take my day off to sit in here and wait. Also, some other contractors that I've worked with were nasty and tardy. The water heater is still not working. And this one guy called me and said, “Well, if you can't be here, I can't service you". So, I called AHS back and they said they’ll get somebody and they'll call me but I still haven't heard a thing. Their follow-up doesn’t list. I'm extremely dissatisfied with AHS. Most of the contractors were pretty good.

Fast forward to 2016. Absolutely horrible and abysmal. The first call was to have a plumber come out and repair the kitchen garbage disposer and a malfunctioning toilet on the second floor. He removed and installed the disposer. It was a fairly easy project, but he made a mess and basically didn't offer to clean it up. Next, he proceeded to the second floor to "repair" the toilet. He didn't repair it. Actually, He made it worse. His stellar repair skills caused a leak into the downstairs bathroom. The toilet was not leaking before he got his hands on it. He could not fix it, but decided to leave and told me he would let his manager know about the situation. I was like "whattt?"

Two days later, the manager responded. He looked at the toilet and basically said the plumber did not install the toilet float correctly, and that the leaking was from the beeswax seal that he should have replaced. So, he replaced the seal and flange, and voila!!! The very next day it leaked again! It was so frustrating that I actually did the repairs myself. About a month later, the disposer fried. I called AHS and they sent the creepiest repairman I have seen in quite some time. The dude was having full conversations with himself. Anyway, he replaced the disposer, and a week later, it fried again. Again, I got involved in an attempt to get my sink and plumbing situation under control. I ended up having to call Roto-Rooter, who fixed it. I couldn't wait for AHS' nonsense and inconvenience of sending another moronic contractor.

A few months later, I had a problem with the central air conditioning in the house. I placed a call to AHS and they put me in touch with an HVAC guy. The guy called me and as I was explaining the symptoms of the air conditioner, he immediately said AHS would not pay for it. So, I asked him if he was refusing to come out. He said he would come out and look at the system. Me and him definitely did not hit it off. I am fairly professional, but I do not do negative or condescending well.

He ended up again telling me that AHS would not fix the problem, which he believed to be a freon leak somewhere in the outdoor unit. Now, I was annoyed at his posture. I basically told him that if he could not repair it, that was fine, and that I would call someone else. He ended up putting some sealant on the suspected leak area. That was his solution... No investigating further or trying to help. And the attitude was so negative that it caused me to become negative.

So, here is the assessment. AHS charges you a monthly fee, which in the course of a year, equated to almost $1,000.00 (I had a premier plan that was $75.00/month). Please review the math below and let me know if this is economically viable. These are actually expenditures based on the plan parameters and experiences I had.

My Expenses: 1.) $900.00 ($75.00/month x 12 months) for AHS service plan. 2.) $ 75.00 (first call to AHS plumber to repair upstairs toilet and kitchen disposer). 3.) $ 0.00 (repeat call to AHS plumber to repair stuff he didn't properly repair first time). 4.) $ 0.00 call to another AHS plumber to repair a new leak in kitchen sink plumbing. Again he didn't repair it, but AHS did waive the fee. 5.) $325.00 to have Roto-Rooter (out-of-pocket, not reimbursed by AHS) come out and actually properly repair the sink so I didn't have another horrific experience and have to take another day off of work. 6.) $ 75.00 to AHS HVAC guy to come out and place sealant on a repair that clearly needed more work. He didn't even fill it with freon because he said AHS does not cover freon costs, even though it is considered a repair.

So I basically paid almost $1,400.00 out-of-pocket to have nothing repair correctly. Not too mention time off from work and dealing with miserable, totally incompetent contractors. At that point, I cancelled AHS forever. So... Again... Here is my assessment. AHS, at least in NJ, hires bottom-of-the-barrel, incompetent, lazy contractors who have little desire to do any work. Clearly, they are unethical, or feel that their reimbursement through AHS is not worthy of their time. What is even more infuriating is that AHS would keep sending incompetent contractors to the house, resulting in frustration and inconvenience. I really should have cancelled the service contract way earlier than after a year. But, I guess I was unprepared for such incompetence and intransigence, and I really did not have time to make these repairs myself.

Final Assessment of my experiences with American Home Shield: PROS: AHS - Absolutely none. However, because of their incompetent contractors and my access to DIY videos on YouTube, I have become quite the home professional and fixer of all things AHS contractors could not fix. CONS: 1.) Terribly incompetent, rude, lazy, and generally creepy contractors. 2.) Poor workmanship. 3.) AHS strings you along by repeatedly sending incompetent contractors to "address" your repairs. 4.) Getting through to Customer Service at AHS is an odyssey in itself. I waited a long period of time on two occasions to finally get a customer service representative to assist me... at least with understanding the nature of my repair. Needless to say, I will never use them again. If you choose AHS, do your due diligence so you don't get AHS'ed.

In addition, calling the AHS takes about 60-90 mins before you get someone on the phone. Also, customer service agents are happy at passing your phone to the next person in the queue, and in total I was on the wait mode for about 2-3 hours. I refused the cash offer and asked them to reorder the parts; we will see how much time it takes now.

In addition, I went ahead and canceled the insurance I had for the other home which I have not used this for. I plan to cancel this insurance as well once the repair is done. And I would caution anyone before buying insurance with AHS. In addition, I feel really bad about recommending this to several other friends who care about insurance as much as I do, and so I plan to let them know about my ordeal.

I have used American Home Shield several times and they provided decent service. I'm satisfied from Day 1 to now. But they have a ridiculous rule that they have to send a technician out three times to fix the problem before they deem it replaceable. They spend more money sending a repair person out to find out that they should have replaced it in the first place. With my washing machine, they spent over $500 trying to fix the problem then they ended up replacing the item which cost less. That’s not good business sense, not the most cost-effective and it doesn’t make sense.

Also, American Home Shield collects the deductible and as a result, you pay taxes on it. Now my $75 deductible has now gone to $80.79. They claim that the state of Ohio passed a law where they can now tax deductibles. The way I see it, that's another way for them to click the tax money and use that money for their benefit before they have to pay taxes on the amount of money that they have collected. They can do with it as they please until it comes time to report or pay their taxes.

I also have a work property and one reason why I got American Home Shield was because I had well water. It requires some plumb and a mechanical apparatus. The extra cost I was paying for my water spouts there was covered but they stopped covering, repair and replacement of water softeners at the first of the year. When I had a problem with my water softener, I found out it wasn’t covered anymore. They claimed they sent information out, which they probably did in an unmarked envelope. I requested a copy of my present contract over two months ago but I still haven't got it. Instead of a $75 deductible to take care of my water softener, I ended up with $895 bill to a water company and didn’t like that. Also, American Home Shield covers refrigerators but they don't cover replacement or repair of free-standing freezers. I don’t like that either. A lot of people that have homes have a refrigerator and a separate freezer.

AHS isn’t paying out barely anything except the ac company's labor. It went out Sunday evening and I live in Texas. It’s a little warm here. It’s now Thursday and have still yet to get my compressor replaced due to parts not coming in. I have a buddy that is ac certified and has his own company that said if he can’t get a compressor within a day he usually just warranties out the whole unit to take care of the customer. AHS has no customer relations. They are garbage. I will not ever recommend them to any one and will be cancelling my warranty contract with them after this repair. I have 2 kids and 2 dogs and have been in a 90 degree house for the past week. Absolutely ridiculous. I could have had a whole new unit installed in my house by this time.

Also, the contractors were probably guys looking for a job somewhere but they have their backgrounds in these fields. It was easy for them to sign up with AHS. We had a couple of people come out to take a look at the oven. The last guy that came out was trained to get parts for the oven. He tried to work on the oven and came out a couple of times. He said he couldn't understand the people he was talking to since they were from New Zealand. I wish we would have gone with some other service. I counted on my representative choosing for us a good third party such as AHS but it isn't living up to my expectations. The experience with AHS was frustrating.

I called American Home Shield. They sent the guy back and he came in with an attitude. He was defensive the hour that he came in and right off the bat, he was really hateful. He said that it wasn't leaking when he left and he's accusing me of breaking it. I said that I came in an hour and a half after he left and I turned it on. I then asked if he was telling me that I took the sink apart and put it back together from the time he left to the time until I made the call. He said that it was something that he couldn't fix and I had to make another report. I said that I would not make another report and pay another $75 deductible since he didn't fix the problem. He got mad and left.

I called American Home Shield and said I'll give them one more shot if they will send somebody in here. I said that I didn't want to deal with that plumbing company anymore. AHS was upset about that. They called back and the rep said she'd deal with that and they're going to send somebody else over and they sent another plumbing company.

This guy was great and he fixed the leak. He told me that the tank on the bathroom toilet was loose and it was leaking. He also said that the previous guy used a plunger in my sink to soak out the clog but he broke the fittings loose so, the new guy put new fittings. It took him 15 minutes to fix everything and he was really polite. The second company was absolutely fabulous and I'm glad AHS is using them. The repair is excellent and I've had no problems at all. I've recommended American Home Shield to several people. When I bought the house, I was getting the AHS deal for a year with the mortgage so, I'm going to renew it every year.

The communication broke down between the plumber and the warranty company. The plumbers didn't want to end up doing the job and they want to back out because American Home Shield was underestimating the value of the job. The plumbers would think that if that's all they're going to be paid, they could be doing it on the side for them to earn a lot more. Both plumbers said that they would do the work, only later to say, "No, the claim was denied" when in fact the claim was never denied. They were denying to the skin to their teeth just to get out of it. But they were also telling me that they can do the work on the side and there are text messages that are being sent to my personal cellphone at 10:30 o'clock at night, which my husband didn't appreciate because that was a little weird. The whole thing was just really sketchy.

Also, in the policy, the particular part that broke in our house is vaguely or essentially not listed in our contract. The part itself is over $1000 so, the $500 cap is ridiculous. We knew we were already going to be in the hole and out of pocket some money. It's very disappointing to hear that we were getting quotes between $1000 to $2000 and we're only going to get paid $500. I went over a month without laundry in my house and I am two weeks away from giving birth to our second child. That wasn't fun going to the Laundromat on the weekend.

After my husband has made umpteenth thousand phone calls last week, the manager never called us back. When we were promised calls but no one ever called us back and we always had to call and follow up. If they're going to tell their customers and policyholders that they're going to call or they're going to do something, they should do it. If they can't get around to doing it, just pick up the phone and send an email. If they're running behind schedule, or there's an extra added level of approval that needs to be done and it's going to take another couple of days, just acknowledge that things are in motion. Also, my husband was having to call 10:30 o'clock, 11:30 o'clock at night, which seems to be the best time to get a hold of someone. Also, the wait time was on average about 30 to 45 minutes at 10:30 o'clock at night. That is not an exaggeration.

AHS finally said they'd cash out the policy. They were going to cover $575 but the amount was reduced to $420 when you're going to cash out. We said we'd take matters into our own hands. Everyone that was deployed to our house that we had acquired on our own said that the grinder pump was broken without taking the cap off. And that it needed to be replaced. We're also getting quotes anywhere from $1000 to $2000. I explained to a plumber my neighbor was using and he came over and fixed the problem in less than 30 minutes. Every one told us, the pump was broken but it was just clogged.That cost us $375 out of pocket and it took over a month to get resolved. My husband submitted the receipt to American Home Shield and it got us reapproved so we can get our money back.

That's happened a month and a half ago when it all started and it's painful. In addition, the two plumbers that were sent are the worst plumbers when you Google them or search them. People couldn't even give zero stars. On the other hand, they weren't just the shady plumbers that AHS sent out. If I had to sell a house, I'd tell the buyer not to renew the policy and I would totally recommend any homeowner never to buy their policy. It's the worst experience ever.

They charged $75 for a service fee and they shouldn't ask me to pay it upfront or I never got a bill so I had to call them to find out. I paid it over the phone. We shouldn't be billed. We just moved in and it held the rope. That was a couple of weeks ago. We haven't been in our house for a month and they said I was past due. I would have paid them if they asked me to pay a fund before they send somebody else but they didn't ask that. I assumed I would get a bill in the mail and I pay it.

The contractor was good, but the whole thing cost me a $135 plus $75 and that's a lot of money. What's wrong was he had to put in freon. I'm sure it would have been less if I did it on my own. The homeowner paid $490 for the contract and I paid $200 to have somebody come out and put freon. We still have problems with the AC but the contractor said that we have 60 days to call him back. We might have to call him back but I am not paying any more money.

Also, I had to go out and buy a microwave since they don't cover it. It went out but it wasn't a built-in one, but rather one on my counter. I paid over $100 for my microwave. I don't know what they cover. I got a booklet in the mail with the cover, but they sent the list two or three weeks after I moved. It was the homeowner that selected AHS. It's a rip-off that I have to pay $75 to them for every time that I have to use them. I'm never happy with them.

So I pay out of pocket for an unnecessary repair, and then, as I expected, the AC still didn't work. And then they say, "Well, the coolant is low. And AHS only covers about 5% of coolant costs..." And I was certain that the coolant was only reading low because the system was frozen over, but if I didn't do the recommended repair, they wouldn't do anything else. So I pay out of pocket for unnecessary coolant, and then, as expected, the system still doesn't work. I would much rather be able to choose a competent contractor who could correctly diagnose the problem and fix it right the first time.

2. They will never, NEVER pay for a replacement. Yes, the contract says that if the component can't be repaired, they will replace. But in practice, that will never happen. I was beginning to notice this myself, and then one of the contractors sent by AHS told me this explicitly. They will keep repairing forever. And that WOULD be fine and reasonable, except as these systems get older and older, the repairs are increasingly things that aren't covered by AHS (like refrigerant, ductwork, or accessing refrigerant lines). So their business model is really to keep paying for minimal repairs until the non-covered costs grow so high the customer replaces the system on their own.

When I signed up for my warranty on a 20-year-old house, I thought, "An AC warranty on a system this old, and it's only $37/month?! That's like a million-dollar life insurance policy for a 90-year-old. It's way too good to be true!" And it was. (Oh, by the way, they once just totally failed to respond to a request for service. This is minor compared to other things. But one time, they said the company would reach out within 48 hours to schedule a visit, and then... nothing. Like three weeks went by, and I had to call in again and get things moving again. Mistakes happen, whatever, but that was kind of annoying.)

I reached out to their Twitter account, which shows that they are very responsive. Again they will reply to the first message to show engagement but no issues were ever resolved. If I had not saved a lot of money by having the home warranty I would have canceled it because of how terrible they are, but sitting on the phone with them is still cheaper than the repairs I've needed. Their terrible policies have also left me without a usable shower for days due to there being multiple issues and the plumber only being able to fix one issue per call. Leaving me to schedule more services sit on the phone with them to get different services sorted out. I would not recommend anyone use them.

But the other appliance that I had installed, the dishwasher, was perfect and I love it. My old one was not repairable so they had it swapped out and I got a new one. That process was the easiest thing in the world and that was all done online too, which was amazing. They sent me choices and they gave me a value of what they’re saying my dishwasher’s worth, and then they gave me a selection of appliances. So far, my experience with AHS has been good. I just wish my oven will get fixed or replaced. Nevertheless, I love AHS. They're great.

The process of submitting a claim was picky. I waited on the phone for 45 minutes so that wasn't good. I told them what happened and they called a plumber out here to assess the situation. Then they would go for repairs after that but I’m not a licensed plumber and all I know is that there's a leak. They said that it had to be covered under another work order and charged me another $75, so that was a bummer. Other vendors were good and polite but the plumbing vendor was hard to hear back from since the plumber forgot to order the parts and it took them a week. Nevertheless, there was no more leak after the repair.

American Home Shield, shame on you for practicing business the way you do! I'd like to cancel my account and switch to another home warranty company, and AHS needs to reimburse my out of pocket expense I had to pay to fix my A/C! I wonder if they're going to reply back the same way as they did with all the other complaints, "A social media representative will follow-up with a call." Let's see if that will happen! And by the way, Those social media representatives should be answering the damn phones!

This was untrue per my tenant. There was plenty of water left on the shelf and she only wiped up where it was leaking on the floor. She said when the guy from Premier pulled out the shelf, the water splashed on the shelves below so there was plenty of water to check the source. We have given up on AHS and their service companies and had the refrigerator hauled away. Also, whenever trying to contact AHS, it was at least a 15 to 30 minute wait for call to be picked up. WILL NEVER USE AHS AGAIN FOR MY PROPERTIES.

I called 10 days ago, and the lady said they had a bunch of new employees and what I was told was incorrect. She asked for my credit card number that it was paid from, and said it would be refunded that way. Needless to say, we have not gotten our $100 back. They were quick to take the money, but for some reason I can't get anywhere to get our trade fee back. I guess I will have to call again, and wait for a ton of time on hold just to get A DIFFERENT STORY! Why can't I email someone there? Why can't there be communication online so it will make it easier? And why won't I get a straight answer about having my trade fee refunded???

About a month later, my washer, dryer and dishwasher started to give me problems. I was not worried. I called AHS and told them about my issues, and a contractor came out. I was disappointed that no one asked about my issues, so that they could come prepared with parts. So I quickly learned that there is an automatic, 2 appointment minimum for every issue. So about 2-3 weeks later (after waiting for parts to be ordered) my washer, dryer and dishwasher were fixed, for a while. The downside is that these companies are only available M-F 8-5p, how does that meet the needs of the working professional? Now, I have to take time away from work, to sit around and wait for the contractors to come for multiple visits.

First, it was difficult getting a rep on the line, I've had to wait on hold for 45+ minutes multiple times, only for the call to end before any picked up. I have learned to call late at night close to midnight, which in itself is ridiculous. I've been told by various agents that they would follow up, place notes in the account, and request a supervisor call back. Only to discover during my next call, that nothing had been done. I've reached out to supervisors, authorization and retention in an effort to salvage my experience. It has been hit and miss. Some serious training and re-assessment is needed in my opinion. I did not feel like as the customer, that my needs were a priority. It felt as though I was pleading my case, to receive some kind of justice.

After calling on my way to work and again on my way home for weeks. I finally received a response that my washer would be replaced. After having a 1st, 2nd and 3rd opinion, appointment after appointment, of not being able to pinpoint the mechanical failure. There seemed to be a light at the end of the tunnel. I have spoken with several reps about having the $100.00 service fee currently charged to my account in error removed, it is still there. After being told it would be removed in the next 24 hours, 48 hours later, it is still there. This morning, it was still there. I am tired.

I decided I would give the company one more opportunity to see if they could redeem my customer service experience. I requested a plumber. I spent 45 minutes on the phone with the rep, listing all 16 items, to ensure every request was notated. I was contacted right away by the service contractor, who scheduled the appointment the next day. The contractor comes out, and guess what, he only has 3 items on his list. He states that our water regulator has failed and is the cause of all the other failures. I posted the video of what the washer was doing on the Companys Facebook page, and someone replied back, that without mechanical failure, there was nothing to be done.

It is hard to believe that everything is related to this one issue. That simply cannot be the case. A few of the items on the list, that seem unrelated were: 1. The drain in the kitchen, it had a screw in stopper. The piece connected to the sink had come off. 2. The kitchen sprinkler holder has come apart and no longer holds the sprinkler. 3. The guest bathroom shower. The spout and shower run simultaneously. 4. The guest bathroom stopper. It slowly drains the water out. We have to use a second stopper to keep the water in long enough to take a bath. 5. The guest bathroom water handles, we have to turn them an additional 5-6 times to stop the water from dripping. 6. The toilet handles for both bathrooms the links break frequently.

I'm no plumbing professional, however, all these items do not seem to be due to the water pressure, the faucet leaks, okay. Now, regarding the faucet leaks, there is no indicator for the water regulator that we can plausibly see as an indicator of its failure. There's no leak, no gauge, nada. So, how are we expected to know that it is no longer working, and causing damage to other items in the house? How could we realistically know that? So this was the last straw, I called to cancel my contract. I explain to Alita ** of Memphis, TN in the Retention Department all that I have been through. She suggests a second opinion, per the policy. However, at this point, I do not have confidence in a 2nd opinion, and I'm not okay with paying another service fee should the new contractor agree with the first.

So I let her know that I wanted to move forward with canceling my contract. Alita then stated that there would be a $47+ dollar administrative fee. That is ridiculous! I was told I could cancel anytime, not anytime with a fee. I requested a call back from a supervisor, who surprisingly did give me a callback, however, while she understood my plight, she was in no position to change the decision. I waited for her to get me a supervisor and conveniently the call was lost. No one tried reaching back out to me after the call was dropped. Worst customer service ever!

This experience has taken me on an emotional rollercoaster. It has become a second job for me to call in since no one was taking ownership of my issue. I had to advocate on my own behalf. I cannot express in words the disgust, disappointment and pure disbelief I have regarding this experience. I will not recommend this program to family or friends. There is simply no consistency in the level of service or knowledge of contractors. I would like to have this situation resolved immediately!

I have not had any spoken with American Home Shield or the Plumbing Contractor. I was advised today, that all of my claims, with an exception to the PRC to control water pressure have been denied. I mentioned to Iyata (GA) Authorizations on today that I had not heard anything back on next steps, and she advised that the technician stated that there was a beehive that needed to be removed, BEFORE he would come back out. Well, that would have been nice to know a month ago. The Plumbing Contractor, never mentioned to myself or my husband that a beehive needed to be removed. We do not even know of the beehive he is referring to. I asked Iyata if she could reach out to the company to determine a location, or send them back out to locate it again.

Iyata stated that she will reach out to technician, and follow back up with me on the status of my concern. Iyata also stated she would ask the technician about the kitchen drain, sprinkler holder and shower/spout, (continually running) in guest bath. I also, received information from her on how to submit a complaint and she provided me with the address, but was unable to answer whether or not, the complaints department would follow up with me, after receiving my letter or if they can receive certified mail. I asked if she could direct me to someone who would know the answers and she stated she would ask a supervisor in my request for a callback.

At this point, I will be placing a stop payment request and paying a fee to my bank, in order to stop automatic payments from American Home Shield, since I am not allowed to cancel my service without paying a fee. Once this issue is resolved, I would like to be reimbursed for this fee. I should not have to continue to pay for a service, when I am receiving horrible customer service from AHS and their contractors. I was contacted by Tammy with the Retention department on 9/18/17, she left a callback number, and I tried following up, multiple times/calls per day and leaving at least 1 message per day. I never received a callback. This was over 2 weeks ago. This is highly unprofessional. It's almost as if she only left a message to say that she reached out, not actually speaking with me, or helping me.

I am exhausted with this process. I should not have advocate to have services performed that I have paid for twice (monthly service fee and Trade Service Call Fee). I would like for someone to own my concerns and follow through until they are resolved.

I have tried to call American Home Shield three times. First time waited for 45 minutes... Then got cut off. Second time waited an hour and then got cut off again. Third time I called it said it would be a two hour wait. REALLY! What kind of company is this. I am not going to pay 75.00 every time to put band aids on a problem that needs to be replaced. Surprised this company has not gotten more negative feedback with the experience I have had with them.

The most recent claim I submitted with them was a normal wear and tear for my rental property. The process was difficult as I couldn't do it online because of the issue with the automated payments. I had to do it on the phone where the hold time was about 35 minutes. It was ridiculous. But when I got to a representative, he was very polite and professional. And since the contractor came out to repair the issue, things have been fine.

American Home Shield is aware of this and they've offered to do more detailed analysis and they have. In the absence of them finding the leak and plug it up, the next best option is to recharge it about once a year. American Home Shield's been very responsive for the most part. One time when it ran completely out last summer, it was $1000 to refill it. In the recent one, they paid half and we paid the other half which is normally what I expect. Nobody can fix the problem but I know when I see frost either forming on the compressor pipe outside or I see frost inside the system downstairs. I’ve no time to have it recharged. The guy that came up this time has come up before and it's a good company and they do a nice job. They were very responsive and they were out within 48 hours from when I first called them, so not bad.

I did the most recent claim online. That's the third time I've used the website and it worked out great. In the recent one, the company was very reputable. They've come up before and they are very knowledgeable and personable. They take nice care when they're in the house. A couple of times we had issues with American Home Shield when they brought in companies that weren't very good and they didn't follow through. But this time, it was easy to schedule the service and they kept the text notifications as service was progressing. The company called right away and then AHS followed up. So, I'm very comfortable and happy with the service we got this last round.

We had some bad times and a couple of experiences we had in between that were awful. We were left hanging that we had to go out of pocket to the tune of almost $1800. AHS never did anything. My wife and I both work but that doesn't mean that's not a lot of money. That's a ton of money for regular people and when you pay $500 a year to have a home insurance policy and they let you down so bad, you don't want to go back to them again. We had such great service for the last couple of years and this is something a lot of companies need to grab onto. When you have a couple of bad service experiences in a row, it can undo all of the goodwill that you've created with the customer over the last couple of years. And to leave us hanging with that kind of experience and not even to return a phone call or a response to web inquiries about what was going on, that took us back a notch.

Up until those two incidents before this last one, we had great experiences with AHS and I felt very good about the relationship we had with them but they messed it up those two times. Although this last one was good and it was the American Home Shield that I remember, I can't afford another $1800 adventure when they abandon us again. I don't trust them. So, we'll be leaving them out in this break. We’re going with Choice Home Warranty after it expires.

I was satisfied with the service. It was quick. Since the repair, it’s been working fine. I turn it up and temperature rises. I turn it down, the temperature goes down. It's been working great. I haven't had any issues with it. It was a first time, they did everything that they said they would do and it was good because I need that air conditioner. To me, it was a lifesaver. If not for that air conditioning, I would’ve been suffering. I was pleased that I had them and it was a great experience.

Then, recently, I submitted a claim with American Home Shield for our upstairs air conditioner. I did it online and I very quickly received a phone call to confirm an appointment afterward. Initially, the technician came out and assessed the situation. But unfortunately, he wasn't able to fix the problem. He had to send out a different technician. It took them a little bit more than a week to get back out here just because he was on vacation. But, both of the technicians that came out were very professional, courteous and great. It’s just that first guy wasn't trained on how to do this thing.

The second call was another issue. It took the ice maker guy, the first one that they sent me, several days before he responded to me. I emailed and texted him, and finally, I called him at 7:00 in the morning. As I got in the shower, he called me back and I called him right back, and then I never talked to him again. I went to American Home Shield and saw that he had noted his attempt to contact me but he never reached me. They emailed and called him one more time and I gave him until 5:00 o’clock on that day. He never responded, so they sent out another contractor and they were fabulous. They came out and fixed the ice maker and it was perfect. American Home Shield was awesome about telling me who is going to come out, their contact and their email. I had to call them again when it didn’t work out, but the app was great.

I've had mixed experiences with the contractors that AHS sent out. The one who came out for the dishwasher installed a new part. The dishwasher still didn’t work so I had to call again. AHS sent somebody back out and it was just completed today. It was frustrating because I didn’t have a dishwasher for over a month. They should have just replaced the dishwasher from the get-go because it was a couple of $100 parts to start with another issue. AHS probably spent more paying the service provider than just writing a check for a replacement.

The other thing that happened to me was when I put in a request for AHS's service to replace locks, somebody called me and he wasn't the tech that AHS sent. The tech came by my house and made some copies of a key. Then, I got a weird text from him saying that he was no longer a service provider for AHS but I could work with him out of pocket and he would do the replacement. I've had some good experiences with their contractors though. The one who AHS sent out for a pipe issue was terrific. I would use him if I was paying out of pocket.

Second issue. My washer needed new shocks. It was vibrating, making loud noises and walking across my floor. When this happened the feet on my washer got tilted (maybe bent) so I removed them so the washer would not be tilted. The repairman said he could not put the feet back on even though it was caused by the bad shocks and even though they might possibly be broken. I told him it was caused by the shock problem. So he said he would put them back on when he came back with the parts. He did not. The washer continues to vibrate and move across the floor with the new shocks. I notified AHS of the problem. AHS left me a message stating the missing feet were causing the vibration and moving but they don't put on feet. I called to explain the feet were damaged because of the shocks and was on hold over an hour with no answer.

The next company was out of Joplin. Their guy came out here and said that he wasn't licensed to do anything with refrigeration stuff. So, he left and I called American Shield back again and so this time, they sent a technician out from Nixa. That guy has been out here about five times because he thinks he's got one thing fixed but then something else gets screwed up in the middle of it. This guy knows what he's doing though. He also said there isn't anything that you have to be licensed in refrigerators. The freezer won’t freeze and can’t make ice. Now the contractor is waiting for another circuit board for the main control panel. They don't know when they'll get it, but they called yesterday to tell me about its status. We have to wait for that to get here and then the technician will come out and we’ll do it all over again.

There was also one night I called and this young lady was in communication with her supervisor because of the issues I was having. I was told they were going to refund my $75 service call fee but that never happened. On my next call, I talked to somebody different and there was nothing in my notes. And I never heard from them again regarding that issue. They don't ever get back to me about anything. It's not that they're unpleasant but due to all the things that have happened and the lengthy wait times, I have not been happy with them.

On the other hand, I have one bad experience over a year ago. I got into an argument with a guy working there. I asked to speak to a supervisor and he said that a supervisor wasn't there. I asked if I could talk to someone and he said, "no". They heard about it and they called me to apologize. That showed that they were really paying attention to what was going on. Somebody else I knew from work had some stuff that broke down in their house. I recommended AHS to them.

I had cut the boiler on in my basement. The usual problem in the past was we wouldn't get any heat. I would come on the switch and then it wouldn't heat up. This time was different because it would come on for a while, but then it would shut itself off. It wouldn't stay on hardly anytime. I submitted a claim with American Home Shield by telephone and I was very happy with the service. The contractor was knowledgeable. They kept investigating until they found out exactly what the problem was. They answered my questions, they cared about getting the job done and made sure it was done right.

The guy had to replace one of the parts that had never been placed before. He checked it and stayed awhile to make sure that it stayed on. They gave me little hints and ideas that might help in the future. He told me to be sure to bleed the radiator, which I was going to do. But it was good that he reminded me. He told me to call if the boiler went back off and I haven't had any problems since then. It made a huge difference. It gets very cold and we have to have heat since we have people who have asthma.

However, the company that they sent out didn't fix the unit right. They had exposed wires outside of the unit. I called them and they had to come back and fix that since I want all the wires inside the unit. AHS just told me that the guy they sent out normally fixes air conditioners on top of office buildings and warehouses and that it's a standard practice they leave those wires exposed like that. However, on a residence, they should not be there and they should be inside. So they came back out and did it. And the unit's been running fine since then.

I had to call them twice for the air conditioning problem because there was a gas-like smell and it was the second technician who was finally able to figure out that it was coming from the heating unit. They showed it to me and told me that I needed to get AHS to send another company that handles the heating unit because they couldn't do it.

Another claim was about the refrigerator and a tech was supposed to service the refrigerator. They came and I'm not even sure if they rang the bell or they didn't stay long enough at the door for me to get there in time. And since they said I had missed them they took the $125 deductible. So essentially they charged for the deductible of the service they didn't do. I called AHS to give them a piece of my mind. They sent another technician from another company and then they sent someone who was able to fix the problem.

They did some resolution in some problems but in both of the problems with the AC and refrigerator it took two visits and took a bit too long to get resolved. You have to stay home and if you're a working individual it's very difficult. The service has been shaky and that's not good. Problems are supposed to be solved right away when they send the first technician.

The tech finally came out and fixed the dryer after all the hassle and I wasn't charged the $75. Then I turned around and I got a bill from American Home Shield saying I owe them $75 so that took another two weeks. I talked to the rep and she made a promise that that was not going to be charged to me and I won't pay it. And then a manager called me back and said they were going to take it off.

The last time I talked to them, I told the rep it was not fair for them to charge me $75 and I've had to wait over a month. And then he told me that they were going to waive that $75. I told them that I appreciated it and it was not that I was looking for anything free but for my hassle and the premium was paid in full, I couldn't even get the service to match. When I bought their policy, I researched it quite a bit and they were the best company out there. But when I called someone, they told me they'd get back to me but they didn't. That was the worst customer service I'd heard of.

And then for my second claim, the refrigerator's ice maker quit. I'd been using it but all of a sudden, it stopped filling up with water and so the ice cubes weren't producing. The tech said that he could see ice cubes in there so it was freezing and that he needed to order a new part. The part came in in the mail. I called AHS and the tech came back out two weeks later. He was here for two hours and he had the refrigerator pulled out and said it was a faulty part. He went out to his van and he put in on some kind of machine and sure enough, Sears sent a part that was refurbished. But it was not their fault because they were getting the wrong information from AHS. I was without the refrigerator for another two weeks and that took a month getting it fixed. I paid the $75 when the guy came out.

The part finally came but I told the rep I wasn't sure we were going to renew again. I've had nothing but hassles. I got a bill for a renewal and it had gone up by about $145 but it wasn’t due until the 20th of October. I was going to do some research and see if I could find the same policy for a little less money. I'm an insurance agent in the PMC so I know what insurance does and that's why I bought AHS home warranty. But when I spend money, I expect the service to be done in a timely fashion.

But as far as I'm concerned, AHS redeemed themselves the last time and that call was answered and it was no ifs, no buts. I also talked my sister and my parents into buying one so I'm going to look for prices for them as well. The first time I had to call the reps, it was more than I ever expected. But then a couple of times, we got cut off so I had to call back and tell the story all over again. But the second time, it went a lot smoother and that's why I'm considering renewing. The appliances are only six years old but I've already had trouble with three of them so I'm glad I have AHS in place.

I called Appliance Works and told them about what happened. Subsequently, I get a text from American Home Shield saying I should expect a call from another appliance person. Then the next day, I get a word that it was referred to Broomhall Appliance which did the dryer a year before, and they solved the problem. After they diagnosed it, they had to get a schematic to the microwave and they went in. Then the next time they were here, they fixed it. They were good and they brought their own stuff. The other time I used American Home Shield was when we had a minor problem with the air conditioning and the dryer, but that was more electrical. Because the guy did an excellent job as far as the electric, I got them to reset my box to put everything on so I know which was going to where. The experience I had with AHS has been excellent. I've had them for two years now and I'm satisfied.

After I finally got someone on the line, they switched me to another department and was on hold again. Then they sent me from one person to another to another. By the time you're done, you don't even know what you're even doing. The contractor who came out was all right. I'm familiar with him because I've had him at my house a couple of years ago because of the furnace. He determined that there was a cracked heat exchanger and told me that he would call AHS. However, he never really looked any further to see if it was more than that. It was a 28-year-old furnace and I knew there were some other issues. I just thought that it needed more of an assessment. AHS then said that they would replace the heat exchanger. I called AHS and asked them if I could have a second opinion and whenever they called they'd tell me no.

It's $900 of just the labor. That's not counting the heat exchanger and I don't know if they have to pay. If it's a 28-year-old furnace, they probably have to pay Carrier for that heat exchanger because of depreciation. So if they're putting that kind of money into this, I don't understand why they wouldn't want to say, "Hey, let's look at this furnace so she's not calling us six months from now." I'm very dissatisfied with the whole operation and that they didn't really have somebody double check this furnace. But I'm more dissatisfied with the getting to the point of getting somebody to come out.

When I explained that I never got a call that they were coming, they said that that was American Home Shield’s job. American Home Shield said that that’s the contractor’s job to call us and set that up. Also, they have a different contractor for the sink in your kitchen, garbage disposal than the sink in my bathroom. But I really wanted to pay $75 for one plumber to come out one time and fix all the sinks in my house because they're all sinks. I don’t need a special plumber for the bathroom sink over the kitchen sink. It's just a way to generate more income. We had a different plumber for the outside faucet, and a different plumber for the kitchen sink and a different for the bathroom sinks when a plumber could’ve come out and done all three of those repairs in less than two hours in one trip charge. So because we don't talk to a person, we couldn't do anything about it.

Then with our recent claim, we ended up barking at them because they would not cover the full repair, and we didn’t understand why. They read the contract to us, but it wasn’t an explanation to just say it's in the contract. It is sneaky to say, “This is something we cover,” and then use generic language to cover why you don’t have to cover it. They said, “Well, yeah. That’s normally a repair we cover but because the people who built your home put this pipe in front of it making it difficult to access it, we won't pay for the cost of repair.” So using generic language such as unexpected equipment just means that they won't cover the cost of the full repair because of that piece of equipment in the way.

We thought we were getting a service that was going to save us a lot of money in repairs on a 14-year old house that we didn’t build and have no control on the building. Our contract is up. It was part of the purchase of the house. We did the math and it's not worth it, so we won't renew. They were helpful and we got stuff fixed, but we didn’t save any money.

I received a call from the plumber who THEN asked what was the problem. I explained my 2 issues and we set an appointment for later in the week. We moved heaven and earth to be available during the plumber's time window. They rushed in and rushed out. They did nothing but turn a dial on the instant hot, so the problem still persists, and they reinstalled my tub valve UPSIDE DOWN. I called the plumber and they couldn't return until later next week, no matter how much I explained that THEIR employee made an error and I needed it fixed today, a Saturday.

I called AHS intercede and they were even less helpful. She said she would call and put me on hold. After a few minutes, she came back and said that they only handle emergencies on Saturday. I also explained the instant hot water problem persisting and she told me that it wasn't on the work order so she'd have to charge me for a NEW service request.

I explained repeatedly that I couldn't get through on the phone and the web form did not have space for Instant Hot Water and that the plumber was the only one who asked me about my service issues. After going back and forth for a while, I asked to speak to a supervisor and was told that one "wasn't available". I tried to find contact info on their website to e-mail and there is no address. Only the phone number with 30+ wait times. No chat either. Thank goodness there is no annual contract. Once I can get my upside-down valve replaced I will very likely cancel AHS and go back to my old warranty. Pitiful service.

We wipe it down inside then turn on the self-cleaning function. 15 minutes later sparks shoot out the front face again and trips the breaker. There is clearly some kind of short in the wiring. I call AHS, sit on hold for 1.5 hr as usual, and the AHS agent tries to tell me that it's now my problem to take care of because I used an outside vendor. The only reason I had to use an outside vendor is because AHS couldn't find one!!! And the one I called is the same one they used six months ago to replace our cooktop. But that's beside the point. The problem isn't with the installation. There is a short in the oven. Here we are 2.5 months later, still no working oven, AHS trying to make this my problem now, and God knows how many more times I'm going to have to sit on hold for over an hour each time I have to call them.

We’ve been satisfied with the service of majority of the vendors we’ve had. We've had guys that were overly nice and did a terrific job. The most recent claim I filed with American Home Shield was a plumbing issue that had to do with our hose bibbs on the outside of the house. The handles were spinning and the hose bibbs weren't working properly. The plumber came about a couple of days later and took care of it and everything has been fine.

However, there have been a few guys that were very disappointing. We had Casablanca fans in our house. Over a year ago, we called American Home Shield to have them repaired because we had problems with two of them. The guy who came said, "Well, it's probably the motor. And the motors are guaranteed for life. I'm not certified to work on Casablanca." And then he left. That ticked me off. I didn't remember seeing an exclusion in the policy for Casablanca fans. I called AHS twice and they were going to contact the vendor but that has not been resolved and I slowly gave up. I hope that I'd get someone different the next time.

I've tried to request that AHS send the same good plumbing or electrical companies that we’ve had in the past, but it never seemed to work out that way. However, if there was a problem with the work and somebody had to come back out and fix something, AHS would send the same company back out, and so, you won't pay the deductible for the second trip if it wasn't done right.

Another issue we had with this company was with our built-in microwave that had died suddenly. The serviceman who came out determined that it was the magnetron, which is the main part of a microwave. He said, "It's going too much to replace the magnetron than to replace the unit." So, he called American Home Shield and told them that. While I was waiting to hear from them, I was doing some checking on what the comparable models were because this microwave was about 10 years old.

I found one with the same features and it turned out, this was the same model that AHS offered me except they were offering it to me in black. I wanted it in a different color. Every retailer sold all the same colors at the same price but AHS wanted 150 or 200 bucks more for the other color. So, we just took the bullet and went with what they gave us. The icing on the cake was after they installed it, the turntable wasn't working properly. So, I called the service. They said, "Oh, well. It's under warranty because it's new. You have to call G.E." American Home Shield should teach their customer service folks to put themselves in the shoes of the customer and figure out, "What would I be expecting to be done?"

When I made the original claim, the assumption was that I had a hot water leaking. But then, some insight told me that the problem is from a leaky water main valve that comes in through the basement. I'll probably try to call them to have that claim added at least 25 times. In the way the system is set up, you just cannot get through. They make it impossible for you to do that. It forces you to make a new call and deal with the automated system and just file a whole new claim, or either do that same thing online, one or the other.

It will be a lot more helpful to customers if you're able to make an adjustment based on the information that you have. So if you found out your problem is due to something else, then you should be able to call in and adjust that. But it's a pay by claim basis and that's the reason why they try to operate that way and that's the one issue I have with them. But as far as getting in touch with plumbers or whatever contractor you need, they seemed to be pretty adequate at doing that and getting them out there.

The contractors did a great job. They came out twice on two different occasions because I had two separate issues. What had happened was I put in a call at first and I thought it was the hot water heater, found out it was my water main valve that was leaking in the basement, so they sent somebody out. From that, in a day or so later, my sump pump crashed and I had to put in another call for that. Trying to call to get through is so frustrating, on the other hand, they got good relationships with different contractors. All I've ever used them for was plumbing and they seemed to do a very good job.

I called back into the company and explained to them what had happened. Then, they said they would review on their end. It took about three days and I received a follow-up call indicating that they were going to refund me my money. It was relatively straightforward process and pretty easy to manage. However, AHS should make sure that when they’re going through a policy with the customer, like I had with my call, they should give clear and accurate information on what the policy actually covers. I felt misled and was upset after thinking I was going to get my issue on the house fixed and it was covered but then it was not. It was a little frustrating. It’s nice to know I have AHS for major things, but I don’t think I would purchase it for myself in the future.

One thing about American Home Shield, however, is when you try to call them on the phone, they are horrible. You are on hold for an hour sometimes. My co-worker was going through the same thing with some of her appliances. We would sit there, put the phone on speaker and go about our day at work while being on hold for over an hour. We’re not happy with that.

So they sent a guy out here for a second opinion. He said the same thing - that it needed to be replaced and it had something to do with the way it was constructed. It's been installed 10 years so the unit not being installed correctly doesn't have to do about my unit's problem. They sent another guy who said that there were some things that were missing. But it had nothing to do with the rust in the unit. That technician really pissed me off. I got to pay $1,000 to have my unit fixed and I've been paying each month.

I haven't cancelled, but I'm really upset about the service that I've gotten with American Home Shield. It goes to show that as long as you pay your insurance, you don't have a problem. But when you want some work done, they find anything to stop giving you some service. And what made me mad was they sent one company to give an opinion and they didn't accept his opinion. Then they got another opinion. So they got three different opinions about the unit and took the last one that they agree with and said it wasn't installed right.

Nobody at American Home Shield seemed to care. I called them many times because I was not very happy. I would get people that had no interest in solving anything and had no sense of urgency. They were completely non-empathetic towards everything. All they did was pull out their training manual and read off some ridiculous response about sending somebody out. And when I would say, "You've already sent somebody out and nothing's happened. What's your plan of solution?" There never was one.

After a while my wife has had enough, so we called another company. Within 20 minutes after they came, they had the water heater fixed which cost me $195. I wish that I had just paid the $195 from the get-go and that I didn’t have the home warranty where I paid roughly $450 for nothing. When I called them afterwards and said that I want to send them the bill because the company we called actually fixed it, they told me that's not how they work. Now I've got $600 into this hot water heater situation where I never should have. American Home Shield did nothing and I would tell anybody I know to never get a home warranty with these people because they're not in the business of providing service but in collecting money.

On 9/16/17 I called LCB and told them that no cool air was blowing - the freon had all leaked out. On 9/21/17 tech. from Total Air Care came out - said unit should be replaced - said he could add freon but I explained all the freon previously put in just a few weeks earlier had leaked out so that was not an option. I called AHS on 9/21/17 asking about the reimbursement for the leaked freon and was told that was between myself and LCB even though AHS had sent them out to do repairs. 9/22/17 LCB tech arrived and checked unit and told me he needed to add more freon.

On 9/23/17 same original LCB tech arrived and brought regional manager for his company - the manager said he was adding more freon so I would be cool for a short time as he said the unit needed to be replaced and he would try to get the approval quickly from AHS. He left - as of today it has been back and forth as to which company is coming out to install a new system. Both have said the unit needs to be replaced.

Now today I am told when I called AHS that LCB has been assigned to come out. I contacted them via email - they tell me they have been advised by AHS that they are not to come out - I get an email from AHS saying that now Total Air Care is coming out - it has been back and forth as to who is to come out. I just received a call from Total Air Care saying they are coming out on 10/3 for a diagnostic visit. This is absurd - 2 companies have been out and both have concluded that the system needs to be replaced. Why would Total Air Care come out for a second diagnosis when on their previous visit, the tech. specially stated the unit needed to be replaced. This is the same opinion from the original company that AHS sent out (Low Country Best).

Updated on 10/09/2017: My initial posted review was on Sept. 29, 2017 about American Home Shield. The first company (Low Country’s Best) they sent out after about 5 visits suggested my Trane system be replaced - it had been out since Aug. 17, 2017. As a result of LCB coming out numerous times over a long period of time, the tech. did something that knocked out my other 2 HVAC systems and a 2 1/2 yr. old compressor had to be replaced - then a wire was unhooked - knocked out my 3rd system. LCB said the first system needed to be replaced - this is the one that went out on 8/17/17.

So, AHS refused and has sent out someone for the 2nd time from Total Air Care - supposedly, he is to arrive today Oct. 9, 2017, The first tech. sent from Total Air Care last month said the system needed to be replaced. So since Aug. 17, 2017 I have had no ac in part of my home. And 2 different companies sent out by AHS have told me the system needed to be replaced but that it was difficult getting AHS to agree to replace a system. I will probably sue AHS in small claims court as they are not reliable and give the most horrible service of any company I have ever dealt with.

Another class action suit is probably in the works against them. They try every conceivable ploy to keep from replacing your ac system. A local tv station just last week aired an investigative report on another person in my county whose ac went out in March, 2017 and after 5 visits over many months, she finally gave up on getting the warranty company to repair her system. She said "it was American Home Shield". This was channel 2 in Charleston, SC so the word is getting out and this will bolster my case should I go to small claims court.

I think I am going to hire an outside company to replace the system and then file a claim for my damages and I plan to ask for punitive damages as well and this can be done in Small Claims Court here in South Carolina - AHS has scammed so many people and I have had no ac most of the last 6 weeks. This is absurd to treat customers in this fashion. I have pages of documentation, I've saved emails, and I have witnesses plus the names of people I have dealt with. This company is only interested in suckering people in and never solving the problem. Their scheme seems to be to wear the client down so he will throw his hands up and stop pestering AHS.

A tech from Marc Wilmers Heating & Air showed up, found out unit was low on refrigerant, filled and checked unit, in and out in 30 mins. Cancelled my AHS contractor and called back AHS talked to a rep and asked to talk to a supervisor and was told none was available and they would leave a message for them to call me. I waited one week, no call, called back AHS, same story, waited another week, called back AHS, rep put me through to a supervisor's voice mail and I left a message. I then received a call on my voice mail from a supervisor Sandra ** telling me to call an 800 number and talk to any rep. I already talked to a rep, I talked to a lot of reps that does nothing for me, why did she think I wanted to talk to a supervisor.

Luckily my phone shows the number she was calling from so I was able to call her direct **, she never picks up always got her voice mail. I called her 4 times in a 6 week period and always left a message, never a return call from her, problem is still unresolved. I will probably end up calling their CEO. I have had past history with AHS, garage door opener. They sent out a contractor, he told me it was my springs that were improperly installed. Guess what, springs not covered. I told him to get lost. I have a hard time believing shady contractors, still had to pay service charge, was I mad. Next day I called Mesa Garage doors, showed up a few days later, guess what, my springs were fine, needed a new garage door opener and had them do it. I called AHS, talked to a rep, got nothing but grief, finally talked to a supervisor, got to give him credit he took care of the problem and they paid for the opener.

Prior to that I had a washing machine problem, they had contractors out 10 times, 5 to inspect and 5 to fix a old machine. They refused to replace it till I expressed to them how really upset I was. The machine should have been replaced after the first time, but they insisted on fixing it, finally got a new one, cheap model of course. I have 2 contracts with a AHS, one on a rental, had it with them for 20 years and the other on my primary residence for 18 years. You would think I would get treated better, so much for loyalty to your customers.

When I called for service, most of the time a rep contacted me, but once or twice they did not contact me because of the high call volume. But after I had been contacted by a rep, some days went by before a tech came. I called up to eight times for the same problem and several techs came who gave me different reasons why this issue was happening. One tech said that the Freon was gone while another tech said that there was a leak, and still another tech said that when a new compressor was put in, the wall in the attic was supposed to have been changed but that was not done.

Then when I called to complain, AHS said that my account was past due and I should make the payment first before they would take on my complaint. That was the experience I had with AHS. It took them four months to get my AC fixed. Finally, they replaced the AC unit, but they could have done that way back in April to make me happier and give great feedback for them. I will definitely cancel with AHS as soon as my contract with them is over.

The wait has always been my issue with AHS and contractors can't order the parts unless it's approved by AHS. When I had an air condition issue, I also had to have follow-ups. More so, there's an inconsistency where sometimes they'd say I need to pay my deductible immediately and then sometimes they'd ask me to pay it through the vendor. I always like to get it paid but I may not be at home to let the contractor in and I don’t want to worry about writing them a check.

The last time I had AHS was for my dryer that overheated. It’s intermittent. I called AHS at 11 o’clock at night as I was afraid that it would catch a fire. AHS set up an appointment right away for the next day and then the technician called me the next day. The guys who came out were excellent, very courteous, professional and helpful. They looked at the dryer, cleaned it out, and it’s been working ever since.

Their reps who I talked to were very professional. When I submitted claims, I called and scheduled services and they took care of me right away. Also, any questions that I’ve had since I’ve started using the warranty were answered thoroughly. Their reps also explained to me exactly what’s covered and what’s not. The guys sent by American Home Shield were professional as well. They were here on time or before the schedule and they were clean too. I’m pleased with the work that was performed and everything has been working fine. I would recommend American Home Shield.

I am not a plumber, so when I call and say my whole house is blocked, I can't be expected to say, there are three or four different blockages, because how would I know. On the plus side, when I called them back, they said they realized that one can't put multiple on the website and they'll send them back out to fix the drains. But in the future, I needed to call if I have multiple problems, which I understand but that is also difficult to do. I told them I was still having problems with my sink and my shower and to make sure that there were two blockages listed.

They came back out and said they can only snake one drain because they only have one blockage listed. I called American Home Shield and they said they have to charge me for it now and they'll clear it. They'll take it off my bill as long as I said there were two blockages. When I got the bill I was still charged for it so I called them back and finally straightened it all out. In the end, they did the right thing and everything was fixed. Plus, they were very nice about it the whole time. It just added a few extra steps.

One representative told me that it will be a recall since it is still within 60 days. Someone from Iceman Cooling and Heating will call me to set an appointment for a repairman to come again. NO ONE called from Iceman. I waited for 1-2 days and then I decided to call Iceman. Lady from Iceman said they will not provide service as it is not a recall since no repair was done. That I need to pay another $100 to AHS again as it is new service request.

I called AHS and AHS told me that is not correct. That I should not be paying again. AHS told me that they will be contacting Iceman for their diagnosis of the AC problem so AHS can dispute this with second opinion. It took several days almost a week to get an update. No one called me from AHS so I needed again to call AHS. I waited for 1-2 hours again for someone to pick up. I stayed on patiently to speak to a live person. I was told that they are still waiting for a response from Iceman Cooling.

I called again another day and what the last person from AHS that I spoke with told me is that he is setting me up with a other company for a second opinion of our AC's problem. That I will get an email from AHS for this appointment. THAT WAS SEPTEMBER 13th! I have been waiting since then. STILL NOTHING! I told the person I spoke with this day that 60 days warranty is coming up and I was told not to worry about this. But nothing is being done at this time! I am 5 months pregnant, I have 3 young kids ages 5, 2, and 17 months old and we have been sleeping in our living room since Labor Day weekend. I am begging for help ASAP. Otherwise I may resort to some legal actions against AHS.

He filed a claim for us with American Home Shield, and they said that it wasn’t going to be covered. We wanted another opinion. It would have been out of code and I still thought that was a gas leak that we didn’t cause. So American Home Shield had to send us someone else and he thought it was going to be a $2,000-fix, not $20,000. I ended getting paperwork redone last minute and then they covered it.

Part of the problem was that our gas line goes through one of our air vents. American Home Shield was saying that since they have to do instruction to get there, it’s not covered. They were also saying the whole warranty was void and they weren’t going to cover it. But then, the fourth plumber said he could cut each side of the gas line, on each side of the air vent and re-route it and so that’s what saved us the $20,000. And then our plumber was saying if we had an HVAC guy come out, they would have covered the original gas line going to the air vent. Then the air vent could be another claim. Luckily, we found an easier fix but I felt that American Home shield wasn’t involved and they weren’t helping. And it would take days to get answers.

When the guy came out to repair it, he repaired what he said he was going to repair and then he left. Then our energy company had to come back out in order to turn the gas back on and they found another leak. But instead of filing another claim and waiting more days, we ended up just hiring another plumber. It was a $200-fix and he fixed it right away. And then our energy company came back out and they found another leak, but the guy said, “You have an old house. I understand you’re going to have leaks. We’re probably going to keep finding leaks, but the main leak was fixed. These leaks are small.” The guy ended up turning it back on. We should have had more work covered under our warranty since we still have some leaks, but it’s not worth filing a claim and dealing with the hassle.

The biggest problem was that it was a three-week ordeal. We didn’t have hot water for three weeks and when we called American Home Shield multiple times, someone would pick up the phone and hang up on me. I called back and waited 45 minutes and then somebody talked to me on the phone. I told them that I just wanted to see if our claim was getting approved or denied. I just needed an update on what was happening. The woman said, "It hasn’t been reviewed yet. Our authorization department didn’t get your paperwork in time. Your plumber sent it really late." I told her he sent it two days ago and asked, "So are you guys open today?” And she couldn’t tell me yes or no. She saw nothing in her system.

When I asked to speak to a Supervisor, she hung up on me. That was very rude and unprofessional. My boyfriend was here and he kept calling during the day. I was calling at nighttime. When he called, he would wait an hour on hold, but then he would usually get nice people. But when I would call after hours, I get very rude people and couldn’t get the supervisor on the line.