American Home Shield Reviews

However, if I want to talk to a representative about anything, it's at least a 30-minute wait. That’s ridiculous. When we first started with AHS around 15 years ago, it was fine. Now, it's just getting harder and harder. I waited for about 48 minutes the last time I called. If I didn’t renew, it would be for that reason. Customers are frustrated about something not working and it makes people mad to have to sit there and wait. And then, I'm sure reps are rude to the people and it just makes for a bad situation.

Then in November of 2016, my heat wasn’t working. So I called American Home Shield, put in the work order. the guy came out and checked the furnace. He told me that the furnace needed a part that he had to order. Two weeks later, he came back and put the part on. The heat worked fine all winter. Then at the beginning of summer, my air wasn’t working. I called American Home Shield again. They sent another company out. He went down and checked. He said that I have a lot of rust up in my furnace. He advised not to use it when winter comes.

Turns out the guy that put the part in there rewired something incorrectly. That’s why I wouldn't get any air. So the guy did whatever he had to do for me to have air. Then I called Laclede Gas Company out because they check your furnace for free. So the Laclede Gas came out. They took pictures of the inside of my furnace. The furnace had two cracks in it. I know these cracks didn’t just happen within November to April or May when I turned my air on. So he wrote the paper up. He showed me pictures where the crack was. I called American Home Shield again and told them what was going on. They sent the same guy that noticed the rust in the furnace. I showed him the papers that Laclede Gas had written up. They reattached my furnace. So he said, he had to get an authorization from American Home Shield.

The guy that came from the gas company was telling me about Superior, which was the company that does the work for them. So I decided to go with Superior. Superior came out, put a new furnace in. Before they came out, the air was working fine. The next day when I got up, the temperature in my house was almost 80 degrees.

So I called Superior back. They came out right away. The guy checked everything. He told me that I had a leak in my coil and that there’s no Freon. I mentioned that the air is working fine before they put the furnace in. He said it was nothing that they did. But somebody had to do something. So I asked if the leak can be repaired. He told me that my air conditioner holds seven pounds of Freon and each pound cost $100. Then he said something else. And it totaled up to $1,800. I said no, so his advice to me was to go and get a whole new system. I asked how much would it be if they put in a new central air unit. He told me $3,000. I said, “Oh, no. No, no, no, no.” So I called American Home Shield back again, told them what was going on. They send another company out the guy came out and looked at it. He told me that it can be repaired and repaired it.

One time before, I was charged with about $123 but they didn’t repair the problem so I had to call back. Another time, I finally canceled a service. It was too much trouble and I was able to get somebody else to fix it. But, the electrical problem in my air conditioning couldn’t get fixed without having somebody come out and they sent somebody to do that. The people that came out were super and did a good job. I signed something and I assumed I was signing and paying for the service which was $75. I talked with AHS and I asked how come I am paying full if they have an automatic draft. They said that it was for something else. They also told me that the $75 was for the call.

At that point, I wanted to wait until I got my bank statement because I don’t have a good feeling about American Home Shield. I've talked to some neighbors and they have not had good experiences. Some were the same to what I'm experiencing. They're not a company I could recommend to anybody. I'm stuck with them until my contract is up but I'm definitely going to go somewhere else. They don’t deserve my business. My experience with AHS is so bad that I'm amazed they’ve been able to fool enough people and keep dealing with them.

We have a representative who deals with our office. I've taken upon myself to call him directly and he's been very responsive, but he even told me that getting through to American Home Shield is difficult, too. Apparently, success has gotten to them and they've gotten too big, too fast and they need to staff their call centers because we can't get through to them if you have a question. It was even further frustrating because they don't do the repairs themselves. They have contractors that do the repairs.

The first contractor that came wasn't really proficient at repairing dishwashers. He told us and we naively accepted his diagnosis at first because we're not technicians. They simply wanted us to change the detergent we used so, we did what he told us to do. When they came back, we still have the problem. In addition, the dishwasher was leaking on the floor, ruining our hardwood floors and then we found out and we paid them their $100 upfront, then we had to pay them another $100 a number of months later because the fellow who came knew what he was talking about and he diagnosed it properly that that part was needed. Now granted a dishwasher is not a life and death situation, so we do have the capability of washing the dishes ourselves, but we were paying for the home warranty and we were given misinformation by their contractor.

We were caught in the middle because the dishwasher was old and its manufacturing was discontinued so, the part that was needed to repair it was not available. We didn't find that out for an additional two to three weeks. That became a prolonged situation until we finally found out from American Home Shield that they were going to replace the dishwasher because they could not repair it. We've gotten it replaced. My wife and I have made it very clear to them that we weren't really happy with trying to communicate with them. Their program seems to be okay except that they also have some work to do. They're selling a lot of their policies and they have to spend a little bit more time vetting the vendors that they use to make sure that they're more capable and more professional. I'd also like to see them add more agents so that communicating with them is more efficient.

Carlos is a good appliance repairman and he’s very knowledgeable, pleasant and neat. He always manages to get them going. I don’t know what he charges to come out but I know what it costs when he comes with AHS. Most people in Sanibel charge an extra $60 to come out here because they’ve got to pay the toll and it takes them longer. Carlos was very nice about that. He was here so many times for the microwave that it finally got replaced. I don’t know how many more times I have to go on the refrigerator and the stove.

I’m trying to figure out what’s the most economical way because I don’t know how bad it has to be before you replace it. I’m not trying to gyp out of anything because if he can fix it, then I don’t have to buy another one. If I don’t have the service and I have to go to the store, it’s going to cost over $1,000 for each of them that’s why I’m in a debate about what to do about it.

Before I sold my house up north, I ordered it because I was afraid that my appliance would go out and buy a brand-new appliance just as I was leaving. I was very happy I ordered it for the least amount of time. I told the new owners that they can use it and extend it if they liked it. It’s my best choice and I would recommend them. Other people say it’s the least expensive way to go because, by the time you call someone, you pay them by the hour. I have to add it up and see if the prices have gone up and what it costs this year as opposed to last.

The second contractor didn't tell me when he was coming and he just showed up. He came on a car and he was very unprofessional. He came in, didn't even look at the AC unit itself and went out. Then he put Freon in the AC when he wasn't supposed to, and he left. After that, I was waiting for the service representative to call back but then, that was right around the time that the hurricane came. I tried to call AHS two or three times about it and I kept getting wait times of over an hour. The problem is still unresolved and for this issue, I'm dissatisfied.

After he left, the same situation persisted. I have to wait to report to American Home Shield again. For that, it took 10 days. Then they sent the same person again to my home. I asked them if they could find somebody who's familiar because the person already came twice. Then a person came and did something but it's still not working so I had to call again and waited for another. I told them to not send us the same person to my home for the fourth time. They finally said they'd find somebody. Somebody called then in a couple of days, I had to call again.

Finally, I asked for the supervisor and said, "This is messed up". I talked to a supervisor but two weeks had already gone that I couldn't use my refrigerator. They got somebody who's familiar with the refrigerator and they came yesterday. The guy said that he knew what happened and that he had to order some parts so, that would take another week to wait for the part. If the part comes, then at least it will be put in the same week.

I had a problem with my air conditioner before but that was very quickly fixed so, it depends on the company. They don't have a reliable company in a certain location so, that created the problem. I also have a rental home so, I have two contracts with them. Each time I called them for the service, I had to pay $75. Now, they add $8 for tax. The other one right now, it comes over $100 per service call. I told them that I never changed the contract but they said that I have to wait for another year to make sure it goes back to the $75.

My rental home also has a Sub-Zero refrigerator. For the last two weeks, my tenant complained and said that the refrigerator was not doing well. For that refrigerator, AHS found a person who specializes in Sub-Zero but for my refrigerator at my home, they couldn't find the same person. They found a person who's one hour away who came three times. I asked them how come they're able to find a specialist for my tenant's house. They said that when they put my address in, they couldn't find a vendor so it's a mess. It's very disappointing. The problem is psychological and you cannot handle it. When something goes wrong, it will go on forever. You have to make all these calls and it will take weeks to finally solve some problems.

We waited patiently and they finally arrived on 08/30 to install. But now they are saying the refrigerator they placed order for is different. They sent me few photos of fridge for which they placed order. It is NOT my fridge! We waited for 3 months for absolute no use, because they placed order for some wrong fridge which is not ours. They are claiming that we changed our fridge, which is incorrect. We have fridge with bad gasket since Feb - nothing changed from our side.

Confusion inside AHS Customer Service: As next step, I called customer service (waited for 1.5 hrs to get someone) yesterday evening (8/30). They told me to call Appliance Purchasing Department in morning. After 1.5 hours of wait again, I was able to reach Customer Service in morning. Now I was told I shouldn't reach appliance purchase, because there is no work order for purchase. Wrong information from AHS agent - I am confused! I told them I am done waiting and I would like to cash out for gasket. They forwarded to Cash out Dept stating I am all ready for cash out...

Now Cash out dept says they cannot cash out, until the confusion/issue with vendor is resolved - Wrong information from AHS agent - I am totally confused! I frustrated baby sitting this process. In Nut Shell: AHS just acts as portal for linking people. No escalation path for confusion. No ownership for resolving issues. NO defined SLAs for fixing issues. I paid 75$ twice for vendors to fix my fridge and waited for 6 months. Result - absolutely nothing!!! Now I placed an order for refrigerator myself outside. Such a waste of time (6 months) and money (150$) with AHS!

The four times they came, all they did was dig a little bit around it enough to where they could get it up straight. Then they take a little bit of rocks to stack around. But as soon as the first rain comes, it’s back to the same angle. Every time I called His and Her Plumbing, they send someone and still get the same results. They don’t seem to be interested so I got tired of calling them. I already found someone who’s going to fix it for me. While I’m very dissatisfied with the water treatment system contractor, American Home Shield was pretty good on other things they have sent out a contractor for. My wife also said the claim submitting process is no problem. So far, we’re satisfied with AHS and anything from regular plumbing, I’d recommend them.

After a week or two, it's not blowing as cold as it was. It was still cold but it wasn't keeping up. They found something was leaking and fixed it. It’s very frustrating getting repairs done, it takes multiple times all the time, back and forth. They should get more competent contractors. Like with the appliance, they sent out some dude who doesn’t speak English very well. It took about five times to fix it. But overall, I like the service and it’s good to have.

The repair had nothing to do with our ductwork. The problem was one of the companies put a fan motor that goes on the compressor. He put it on backwards and It was turning backwards. So there was no way he was going to get any air flow coming through the vents because it was pumping the air out of the house back into the unit. Now our air conditioning is wonderful and we have had no more problems with it. However, American Home Shield is supposed to reimburse us $325 for what our air condition guy charged. They said we would have it within a week to ten days, and we haven’t received it yet.

American Home Shield was good to fix my washing machine. We were also having a problem with some plumbing and they got it fixed the first time. But overall I would not recommend any of their companies for air conditioning. There are better ones out there than what American Home Shield is. I never talked to the same person at American Home Shield twice. They would say they would call us back, but they never returned our call. We always had to get on the phone and call them back. And a lot of times, we were on hold. And some of them would try to help us while others would just transfer us.

AHS called me and said that the plumber had to make modifications to the pipes in order to fix the faucet. The plumber didn't even tell me about the pipes and there's no pipe that goes to the faucet or connects to it. I just didn't understand that at all. It would cost me $175 to modify the pipes and the faucet was $50. So I told them not to do it. I called my cousin and we went to Lowe's and bought the faucet that was exactly like the one that was on the sink for $50. We came back and put it on. We didn't have to modify anything and just replaced it with exactly what was on it. This particular experience with them it was not good.

It was hard to get contractors out here because they were so busy with contracts. It would be weeks at a time before they could come out. Heat and air have been the two main problems here. I have three small children and when it comes to the air condition or the heat, that needs to be a priority. What's frustrating is that the air conditioner has had so many problems, and AHS won't condemn it. They just continue to piece and put new parts on it until it wears out. We keep showing the money to get that over and over again. The unit is as old as this house, so it's going to keep breaking down. It would save everybody time, headache, and money in the end if they’d replace it. I was told by their customer service representative that there were no other contractors in our area who would fix the AC, and that was not true.

Also, I was paying the older contractor on the spot when he was finished with the job. But, they were not reporting to AHS that it was paid. So, I received multiple emails and harassing letters, stating that they’re going to cancel my contract. Several times I had called AHS and was treated very ugly by the customer service representative, and even hung up on. It's very frustrating. I have multiple neighbors who have dealt with the old contractors that aren't happy as well. That is something that needs to be looked into. The new contractors are excellent, though. I called and a man came out in 10 minutes and took care of my problem in less than 45 minutes. But overall, it hasn’t been a good experience with American Home Shield.

For my plumbing problem, I had to wait a very long time on the phone calling AHS, and it was very frustrating. Due to visual problems, I just do the phone, but I ended up hanging up and trying to call back again. AHS did send a plumber and the contractors from J & M Plumbing have been really sweet people. I had a couple of clogged drains that they did very quickly and very easily. I also had two toilets that had problems with flushing and the contractors also looked at those. One of the toilets needed a new part but the contractors had everything that was needed in their car and they were able to take care of both of those things as well. Also, the shower piece was leaking out where the water comes out. When I turn it from the shower tub to the shower head, I can turn the water and it will go up to the shower head but it’s still coming out of the faucet part.

The contractor was able to fix that problem by tightening something but there was a diverter needed. He didn’t know if the diverter would be covered given the expense of getting it in that particular color. If they did get it in that color, they’d have to order the part and it wasn’t something they could do that day so they had to come back. They called me back and they did end up getting approval from Home Shield for that. I was very happy because it’s like a copper kind of color. They came back another day and they’re very good about the timing, letting me know when they were coming and not just showing up and sticking to the window of the thing that was scheduled. The diverter was like a big piece that had to be changed but, again, they were very professional and they did a great job.

There was also some jiggling in the shower pole itself and the contractors said that in order to fix the jiggling and the shower pole, it would have required someone else to cut into those walls in order to be able to access the stuff and then to have it made look pretty after it was fixed. That wasn’t something that they could do as plumbers. I was concerned about its jiggling because I was afraid it would end up breaking. The contractor was really clever and he used a dark colored plastic tie that wouldn’t show with this color piping. He held the piece to the wall and he put his plastic tie in really tight and he held it in place. He said the tie might hold the jiggling for a while, but it’s been holding the shower pole ever since. He said that if the tie ever loosens up, I just have to tighten it again. They clipped it so you don’t even see it and it was a very creative, ingenious fix. I was really impressed with the service that was provided.

I had a plumber in from J & M Plumbing for something that AHS would not cover before I had these plumbers in. It was a different shower head that had a crack in it and it was found on the inspection of the house. My understanding is, if it’s found on inspection, then it won’t be covered so I was kind of bummed about that. The sellers said that what they did was functional and it was fine but it was a do-it-yourself thing. Another thing that came up on the inspection was that our gutters not only needed cleaning but also some downspouts which were missing. I had someone in because the air conditioning needed regular maintenance and, like the gutters, that’s not covered by Home Shield. The people that came to do the regular maintenance on the air conditioning also did plumbing so while they were in the house, I had them look at these things that were and weren’t covered by Home Shield.

With the price quotes that I got from the contractors, they would have charged me a lot more money to do the things that Home Shields covered. I sort of do a cross comparison. If I had to pay for a plumber to come in and do the things that were covered, it would have cost me actually a few hundred dollars and instead, it cost me $75. I knew when I called Home Shield that that $75 on the plumber was going to be worth it. The $150 on the two calls that I had them come for, saved me more than $150. So the $650 or so that it cost for the policy all total, I’ve saved quite a bit so far. There have been some things I knew that Home Shield has not covered but I was really happy that they covered everything that they did.

My best friend, Dave, who was three doors down me called me and told me paying the technician $50 per gallon didn’t seem right. I looked at it and he’s up to 11.82 pounds. When I first bought the house two years ago, my best friend came over and put in an R22. He put in three pounds and it was full, and everything worked. I let the technician keep working and he told me I was set. My best friend was here and said, "They said you’re all set, but there’s still no cold air coming out of here." A First Response blamed it on a bad belt. So I went and got a heavy-duty belt, paid $20 myself, and left it there for the technician to put in. But they put in a starter belt and said I was all set again.

Then, my fiancee and I were sitting in my living room and all of a sudden there was smoke pouring out of all my vents. We started running all over the place trying to find what was going on. I went upstairs and I realized it has got something to do with the central air. So, I shut my thermostat, both switches, to off and I could hear the air. All the smoke stopped coming out of the vents, but I still could hear an engine running upstairs in the attic. I ran up to the attic and sure enough, there was smoke everywhere. So, I ran out back to my basement and shut the power breaker off. I was so disgusted. So I called right away to complain and they took it like it was no big deal.

And not only that, the second company, Malangone, came out and as soon as the first technician looked at it, he said, “I can’t work on this.” It came to be a faulty power breaker. I didn’t know what A First Response did. They wired stuff from the thing with the arc in it. I went to open the panel to my unit and sparks were flying off my screw driver. I got the panel off and looked at it. There were supposed to be three capacitors in there, one capacitor was the size of a Pepsi can. They’ve got metal touching a hot lead coming out.

So, what A First Response did didn’t fix the problem. Not only did they not do their job correctly, they almost burned down my house. Malangone said they can’t work on it because even with the power breaker off, there was still power coming through. They said they needed an electrician out before they did anything. Before they got to that power circuit, they took the test and said it’s totally overcharged. There was 6.5 gallons in there. Some of what I paid for the $700 was the coolant which overloaded and totally fried the system. It was an old system, but it worked perfect until that one problem that A First Response said was low on coolant.

And then American Home Shield called me again to confirm an appointment. They also said that the second company, Malangone, found the bad parts that A First Response did wrong that almost burned my house down, and that they were sending A First Response back out. A First Response called me and I told them I didn’t want them in my house ever again. I then I called American Home Shield back and they said, “Nope. You have to take them and you have to let them correct their mistake.” I said, “Listen. I don’t want them in home again. My daughter could have died up in her bedroom. We were going to leave for the night. And that’s not how you do things. Everything they touch, they wreak.” American Home Shield looked into more paperwork. My fiancée called to say it was unacceptable and also told them she was going to sue if it doesn’t get fixed. It’s been a nightmare all summer long. There was no central air. I bought my own window units and American Home Shield is going to refund me $100 at some point for those.

My electricity bill shot up, and though we're finally at the point where Malangone is putting in a new unit and Malangone has been nothing but great, I’m absolutely dissatisfied with American Home Shield. I can’t believe they tried to send out that A First Response again like they’re going to fix their mistakes. And what pisses me off even more is that I didn’t hire A First Response, I called American Home Shield. They hired them and they won’t even help me get my money back from them. The cherry on the top of it, Malangone took all those 12 gallons. They had to suck it all back out and put it into a jug to bring someplace else to resell it. I just paid $600 for that coolant that they're sucking out and go give it to somebody. They said they charge $120 per pound and I only paid $50 a pound.

A coil was set inside the system and it had to be replaced. AHS said that they could let the contractor that they used before work on it, but I wouldn’t have that contractor back to my house because when he came the second time, he left the whole unit apart. And when I got home from work, I didn’t have air and it was ninety degrees inside my house which was hotter than the temperature outside. My dog and I got sick, too. So AHS said they could do a payout but it would be for $800 only and I have to call some other company to do it.

My air conditioner is 12 years old and I have the old R-22 Freon that needed to be put it. When I talked to local companies, nobody wanted to put that Freon in because they want to try to upgrade me to a new unit. They also said that if they replaced the coil at $1,200, I still have to $1,000 for Freon. Then I'll have to upgrade in a few years so I'm already going to be out of pocket $2,500. They said they would give me a $1,000 trade in but when I asked American Home Shield for a new unit, they told me that they won't give me one. So right now, it looks like I'll have to replace my whole air conditioning system myself and pay it out of my pocket.

I have AHS for over 10 years and I didn’t have any problems with them before. This is the worst time and I don't want to deal with them anymore. I still have them for this year to March and I will not be renewing my contract. I’m disappointed in who they contracted with and I'm not satisfied that they can't have a contract with someone in the local area. The people in our town would contract out of Birmingham and they're only in Tuscaloosa three days a week on Mondays, Wednesdays and Fridays so even if I met them for any repair on my air conditioner, I still don't have a 24-hour service. All they've been trying to do is sell me a unit but I told them that I'm not buying one from them. I'm going to buy it from somebody locally that would service it and that would be here if I need it. I'm not going to be at their discretion.

Right now, the cooktop, a washing machine, and a dryer are all down and they’re on the same ticket. We need to take all these clothes to the Laundromat and I hate going there because we have a washer and dryer at home. And then we’re using a hot plate to cook. It all gets convoluted in the process. AHS needs to visit their process or they’re going to lose a lot of customers. I have friends that have home warranties and they tell me about these other people but I stayed with American Home Shield. But, this being loyal to a company doesn’t work anymore. They were a company that I recommended to friends and relatives all the time across the country, but I couldn't do that now.

People that control the money at American Home Shield needs to understand what they did in the past worked. We had a refrigerator and we paid good money for it. And then the algorithm dropped out of the microprocessor and the refrigerator went wacky. They came over and analyzed it. There was something wrong with it but they said they couldn’t fix it. They asked me to give them $50 and they'll replace it with a new one. Three days later, a brand new refrigerator was put in our home and they took the old one out. Otherwise, their customer service in the office is excellent. They're very gracious and they take care of me.

Trying to get someone on the phone with this company is almost impossible! Plan on at least 45 minutes just to reach a human being - who then does nothing but put in yet another work order. The refrigerator obviously needs to be replaced - there isn't a part left that has not been replaced, but the company refuses to do so! Stay away from this company!!!

I've had two of their people come out for my air conditioner. Both of them have told me that the system needs to be replaced. But American Home Shield will not replace it, They keep trying to send people to fix this or that, and nothing is fixing anything. I've had to pay $345 for some guy to come out and clean out its coil and put more Freon in. It's been going on for two months now. And so, I've had to go out and buy window units just to keep my house cool enough where it's tolerable. I fully expect them to tell me they're not gonna fix it when this is all over. I got the guys coming out Monday morning to assess the system again, even though it's been assessed five times. So I'm very, very, very unhappy with American Home Shield. I would not waste my money if I had it to do it over again. I am sick to death for American Home Shield. I would never ever recommend them to anybody.

However, in the past, I had a couple of problems with one of their contractors. I had to have my thermostat replaced but the contractor said the only one he had on his truck was the plain thermostat and I have a programmable. I refused to have them put that in and I said, "No. I want it replaced with a programmable." He said, "Well, I don't have one." So, I had to call the company and they were very responsive again. They talked to the contractor and he did bring me a programmable thermostat. I know they take the contractors by bid but my only complaint is that every once in a while, I get a contractor that is not the most congenial but 75% to 80% of the time, they are.

Also, I had to have my dryer replaced last fall. We went through that a couple of times and American Home Shield offered me something. I looked it up online and they didn't have the options that my previous one had, so they made me another offer. We finally settled on one and they were very good about that. It was delivered and installed like they said it would be and everything was up to standards. Overall, I'm pleased with them and had very few problems. When they tell me they will do something, they do follow through and get things done.

The dryer was fine. However, my heating and air don't heat in the winter at some point and I can't get the heating people over to diagnose the problem. The problem is they’ll come two days later and the low for the day would be 40 instead of 22. It has to be really cold for my heating to go out, which is frustrating. If I would hire somebody to come out and look at it, they would fix the part, but because they can't diagnose the part without showing AHS, that does make me mad because they're wasting everybody’s time. It feels like they're trying to skirt the issue. Also, I didn’t like it when the heating and air people came from a town that’s 25-30 miles away and it took them a long time to get here. I would prefer somebody local.

Other than that, everything had been fine and everybody had been timely. It's been a lot better than if I hired somebody on my own. It's a lot simpler. The contractors were paid upfront so they don’t have to collect the money. I don’t know if they got strung out on their payments. I've heard a bit of complaint from them, but I don't know how bad it is. If I pay AHS before the guy comes, I don’t know if they immediately release the money or let it sit for 30 days. I have a small business and that irritates me when people get paid and they don’t pay me for a while. Nevertheless, AHS was showing improvement. They really ticked me off with the way they handled a few things when we first got them, but it's gotten a lot better.

It doesn't make sense. They pay $800 to fix it instead of paying $400 to replace it. Three days later I get an email from them asking for more information. I got a Whirlpool Gold dishwasher and they wanted to give me a GE. If I want the model I have, I have to pay an extra fee, which seems to be the whole thing. I'm paying an extra fee for every time I do something with them. Not just my copay. I paid $87 more just to get the style of dishwasher that matches what's in my house. Also, to haul the unit away is another extra fee. They can get the dishwasher at Home Depot but they said they had to get it from the manufacturer and will be the 15th of September before I get it.

This was two weeks ago. J.B. Hunt called today to say they're delivering on the 30th. I asked who will install and they said it's not their problem and I had to call AHS. I called AHS an hour on the phone today waiting. I spend 45 minutes on them on hold every time I call them. The lady told me to call them again when I have the dishwasher. To sit on the phone another 45 minutes and then wait another 5 days for them to install. J.B. Hunt told me they’re going to deliver it on Wednesday. Why can’t we set up install on Thursday?

I had an air conditioner problem and they had to come back three times to fix it. I ended up paying a bunch of money just because I had to bring it up to codes. I also had to pay $1000 for Freon. I also had a water heater go out. The guy who came and put it in was fine, but it took forever to get the approval to get it done and again pay several hundred dollars for changing the lines and soldering. I pay them money to have it covered but I end up paying junk fees.

The problem is I can’t get pass one level in their company. Everybody stonewalls you and is unresponsive to the customer. They do not have adequate people to handle the problems as well as adequate procedures to resolve a problem when it exists. Once I sell my house next year, I don't know if I’ll ever use American Home Shield again. I've had them for 25 years in the houses I've had and they make me feel like, "Your stuff will start breaking. Let's see if we can make him quit American Home Shield, so we don't have to pay anything."

I called American Home Shield back and Johnson came back. He told my husband we needed Freon when we didn't. I told him the air conditioner still wasn't working and he told me everything was fine. He couldn't figure it out so he got back in his truck and left. So I called American Home Shield and they said they were going to bring Johnson back but I didn't want him back out and I told them to give me somebody else. However, they said I had to stick with Johnson because they haven't got his report back and they couldn't send somebody else until then. But I didn't care about the report and I didn't want him back to my house because I feel like he ripped my husband off because my husband has Parkinson's.

When they got the report, they called me back and Johnson told them everything was fine but I told them that wasn't true. They sent out Myers out of Birmingham and he told me the house was not getting air circulation because Johnson had put the filter back in wrong. The system outside was running fine as well and it didn’t need any Freon. I asked him what it was that Johnson cleaned and charged my husband for and he pointed out the coil which was the vent that sticks out. It's outside all the time and that's what he cleaned out. He blew it out and charged my husband for it. American Home Shield couldn’t give my $80 back but they reimbursed me the $75 service fee. It took me five days to get my air conditioning fixed and it was hot, but it is running fine now. It was great when the problem was solved. I'd recommend American Home Shield and they shouldn't go up on the service fees anymore.

Original Review: Sept. 1, 2017

We had American Home Shield for over a year when our air conditioner went out. We live in Phoenix. The temperatures were well over 100 degrees. It took them 10 days to fix our air conditioner! In the meantime we had to move into a hotel and eat all of our meals in restaurants. The expense was unbelievable! They did nothing to try to expedite or to help us. I do not recommend American Home Shield to anyone!

I had only one technician that come out there and he explained all the things that he couldn't do. He talked about all sorts of different things but he couldn't fix them. However, he was all right, fine, very nice and knowledgeable. He fixed a leak under my sink even though he wasn't supposed to and that seemed to be fine. The one before was cancelled and nobody ever came.

The thing about home warranties is that they have so many different little packages. When I bought my house we requested for them to get a home warranty up to $600 and they chose the cheapest package they could get. It only covered major things like the heat and air and the water heater, which was brand new. It didn't cover tons of stuff. There were also some other things you can add on so it's too confusing. A few years back, it was not quite so pick and choose but now, you choose and pick too many things.

I told him to come back and he did after two days. He then said that we needed to change the filter. So we went to Home Depot to buy new filters. We came back and put them in but it was still 87 degrees in my house. The same guy returned for the third time. He went to the attic and back outside and said we had some cross wires and that’s where the heat was coming from. I then asked why he wasn’t able to get it figured out the first time. He tried to explain, but by then, I no longer understood what was going on. I told him that he goes home and has a working AC while I have to suffer. He then told me that he got the AC working, but two days later, it went out again.

I was really pissed at this point and called American Home Shield. It didn’t help that they’re very hard to contact, so it’s also hard to get them to reschedule and get somebody to back in here. I had to wait on the phone for 30-40 minutes and if I hang up, I will miss the queue. I would then have to start all over again. It also took them two to three days to come back to my house.

When I finally got hold of them, I said that the gentleman from the company they sent wasn’t doing anything to fix the problem. In addition to the $125 that we paid for the service call with the first company, the guy said that we need to have the unit serviced. So my husband paid an additional 200 dollars to that person. I asked AHS to get me somebody else but they told me that it will be another $125 which wasn’t fair because it’s not my issue. I told them I’m paying a certain amount of money every month and if the provider they are sending cannot fix the problem, then I shouldn’t have to pay another person to come to my house. American Home Shield didn’t take my calls for another three days and I couldn’t get them to call me back. When they finally called my husband, they were insisting that they have been trying to call me.

Meanwhile, the second company called on a Monday said they couldn’t come out until Saturday because they were having a lot of issues with ACs. At this point, I’ve been dealing with this air conditioner issue for three weeks. I told them that I totally understand. The lady said they got my appointment between 12:00 and 5:00 and I told them I’ll make sure to be home. That Saturday, I got a text from American Home Shield at 6:18 in the afternoon that the contractor canceled my scheduled appointment.

I got another phone call while visiting my son in Denver. After introducing who they were and trying to schedule an appointment, I learned that it was the third company from AHS. So I asked if they could come the next day because I was not home at that time. The gentleman came and now, he’s telling me about all these water that’s in my reservoir. He asked how long it has been there, and I said from day one when the first person who looked at the air conditioner came. He then asked if the person never came upstairs and sucked the water out from the pan. I said he had done nothing.

It wasn’t the first time I had this experience from American Home Shield. We had a broken pipe before and someone came. I paid $125 for that person to walk around the house only to tell us that they don’t do exterior pipes and that we have to find somebody else to do it. But what really upset me along with everything that was going on was that there was no feedback and no one calling to check, plus the mere fact I was on the phone for an hour and five minutes listening to that stupid recording but nobody picked up the phone.

I've also sent an email to AHS about another AC problem that we had. I put the message in through email because I can't speak through the system when online. The system doesn't allow me to and I have to communicate via email or write to AHS. This time, I had to go to a plumber. However, the plumber never showed up, but I still was charged, and I couldn't see why I was charged for service that I didn't receive. I want a refund. I've gone through my emails from AHS to see if I got a receipt for that service call, but I can't find the receipt and that just means that I never received any service, and I want to call somebody at AHS about that matter.

When I talked with the guy from the plumbing company, he said that he couldn't do the repair and he had knocked on my door and he didn't want to get back there. But I told him how could he have done that when I was literally sitting there at the door waiting for him. I will recommend AHS, but the communication with them is definitely horrible.

But then hours later we found out that the microwave didn't work when we went through it. The internal light was emanating from areas that it should not be emanating from. I had to call back to American Home Shield and to Sears Home Repair. I told them that they didn't put it back together properly. That was 4th of July weekend. We had to wait over a long weekend before somebody could come back out. Then someone who was knowledgeable came out and he identified that the shield over the light was not replaced properly without pulling the microwave off the wall. He fixed everything and he was in and out.

I'm happy with the call center people that I've interacted with. I talked to a young guy a number of times after the first visit and he was conscientious about taking down every word that I said of the situation, what was wrong, and what hasn't been done. I would recommend AHS but with some caveats. I'm cautiously optimistic that we will continue to have an overall positive experience going forward.

The contractors were very nice and courteous. They ended up fixing my problem but it’s always in the summer when the air conditioner is broken and it takes five days for somebody to come out. It’s nerve-wracking when something like my air conditioner breaks and I’m in Georgia in a 100-degree heat. There isn’t a sense of urgency. They were great with the other issues I’ve had. My disposal broke and they got somebody out and fixed it. The part they sucked at was the heating and the air conditioner and it happened two years in a row. Both times they didn’t have a contractor in the city so I had to get somebody outside the city. I could never get anybody to call me over the weekend or in the evening and it was frustrating.

I went out of town but before I left, he told me that AHS will be in touch with me. When I came back, nobody had called me so I called AHS first. They called the contractor then American Home Shield called me and told me that they couldn’t replace the toilet bowl because it wasn’t from normal wear and tear. I had no idea what she was talking about and she made it seem like I was responsible for breaking or cracking the bowl. I was so disappointed with this particular plumbing company. American Home Shield was supposed to send something out where the other company would come out and look at it, but they never did that.

Then another company came out and they were working on my other bathroom. I like them including the guy that came out. He was very professional and courteous with everything. AHS called me and wanted me to do a follow-up. I said that I got this other guy that they sent me and I'll have him to look at it and tell me what's what. He looked at it and said the only thing that he's seen there was a little crack. When the other company put the new bolts in, it cracked it. He said whoever put it in, they put it in too tight, and that’s what cracked it. Still, I couldn’t see any crack, but I'm going by what he tells me. He said it didn’t have to be replaced. Some other lady from American Shield called me and we got into an argument because what I was getting from her was that I was responsible for the crack on the toilet seat and ended hanging up on her. I'm through with American Home Shield.

I want to use that service personnel again if I ever have any problems. He was very professional and accurate. He was anxious to get the heater fixed to ensure that I had hot water by the end of the day. Even though I have an older pump, he was able to find what he needed. He should be commended for his effectiveness and his efficiency. Gold stars all the way. Whoever that company is, I would like them back on my list anytime I have that problem. It's been a few weeks now and everything's been working fine. I had an excellent experience.

In my history with AHS, the technicians were out all the time about the AC but they never fixed it correctly. I'm a breast cancer survivor and I can't be in the heat, but every time we called someone out for our AC, AHS continues to send people who don't know what's wrong. The AC keeps backing up and it's been a mess. One guy put up a thermostat and didn’t even know how to show me how to use it. My house went up to 94 degrees inside when he left. I didn't have a good experience with the technicians except with the one named Mike. He's the only one who's been able to fix the problems or give us some type of relief when something happened. I've had a great interaction with him and I really appreciated him being honest and taking care of the problem.

Also, some of the young ladies at AHS are rude. About a couple of months ago, I had to keep calling them because nobody was calling me back saying that I'm scheduled with anybody. I wasn’t getting any information from the air condition place and they also didn’t know what I was talking about because they had not received the call from AHS. So I called AHS back and the young lady at customer service was very rude and I was very upset with that. I've had American Home Shield for 10 years and I'm not pleased with the service that we've been getting recently. We've been thinking about cancelling and going with another warranty company.

The people who worked behind the scenes and the contractor were not nice. I did not want them to continue with the service, but since they had already been contracted and had started on the job, AHS wouldn't change them. They were rude and kept telling me that AHS quoted wrongly, but they wouldn't call AHS to ask for a correct quote. They could just have sent over an email to AHS to fix the quote, but they refused to do that and instead wasted a lot of my time. Everything needed a phone call and I had to make four calls, wait 45 minutes each time, and stay home from work because AHS couldn't get things right.

But the service person who came to my home to do the repair was very pleasant and courteous. He wasn't just in and out but really went the extra mile. After he did the job, I noticed that the color of the part was wrong and it wasn't the same as it had been before. He had actually tried to change the color to the correct one, but that didn't work well with the piece, so he changed it back. He went out of his way and really tried, and I appreciated that he wanted to make me happy. Everything's back to normal since the repair and I'm glad it's done. Apart from that, AHS has some service providers who are nice to work with and with whom I'm very happy, and when I have regular appliance issues I always request the same ones. All in all, the experience we had with AHS wasn't such a big hassle and I would recommend them.

I understand that summer is busy but I had a water heater leaking. When AHS finally got the right plumber to do the water heater, they were wonderful. Also, I loved the air conditioning contractors who came to our house. As soon as AHS found somebody in my area, they came right out and then fixed my appliance the very next day. They were wonderful but they didn't get paid for a long time. Because AHS took the first contractor, they never paid the second contractor. They were sending me emails and notices but that was never my call. Overall, my experience with AHS has been positive for the service but negative with the communication.

We needed a new control panel for the washer and it is going to take more than two weeks for AHS to order the part for the company doing the repair. I waited on phone for over an hour for someone to talk to at AHS just to find out our part was going to take another week to get. Very unhappy with the service. I will be canceling my service. You aren't allowed to talk to a supervisor. They say someone will call me back in 24hrs. We'll see if that happens. For all the premiums I've paid plus the 75.00 copay and 50$ to go to the Laundromat for two weeks this is ridiculous. Don't waste your time or money on this company.

Financially it has been worth it for us. We live in an older home. The warranty covers a lot of things, but we've run into things that it didn't cover. For instance, if you need an older refrigerant in your A/C, they only cover a small amount. For another instance, we had a water heater go out. The warranty paid for the water heater (yay) but didn't pay for the work that it took to get up to current code. We ended up paying 7-8 hundred bucks, plus the $100 service call. But for most things, I think it is good that we have had this service. I'm thinking about changing to another company though (56 minutes and still waiting on hold). What am I calling about now? We had a plumbing leak in master bathroom sink. I went online to request service. For some reason, the plumber could not get to me quickly.

I thought leak was coming from air conditioner upstairs, and that it was leaking into our bedroom through the walls, as we have had that problem before. Anyway, by the time the plumber could come out, our carpet was soaked (no, the carpet was not covered under the warranty). So the plumber fixed the problem, but he had to cut a hole in our bedroom wall to get to the pipes. Repairing the hole is covered under the warranty. A different contractor is supposed to come out to repair the hole. We waited a week and nobody contacted us or came. So I called American Home Shield (yes, and waited nearly an hour to talk to someone). They said that they had to have a report of some kind from the plumber, and that they would reach out to the plumber to get the report. They told me that I didn't need to do anything else, and that the next communication I would get would be from the new contractor coming to fix my issue.

Well, two months later, and four phone calls later, we have not received word from anyone about the issue. I keep getting assurances that the matter will be handled, but as of now, OVER TWO MONTHS LATER, the problem is not resolved. So I am calling again. (Currently one hour and five minutes on hold.) So unacceptable. Especially when it is THEIR FAULT that my issue is not resolved. The onus should be on them, not on me to keep calling. I bet if I was calling to purchase a home warranty my call would have been answered in no time. I started out this review giving two stars. I'm reducing to one star. Having to wait on hold this long for a customer service-oriented company is just not right. Anytime. But this is not an anomaly. This is what I have to put up with anytime I need to contact them. One hour and 11 minutes, and still on hold, waiting to speak to a rep.

Updated on 10/17/2017: American Home Shield disputed my claim about them, even though we were still in active communication about my issue that is still unresolved. When they disputed it, my one-star rating for this company disappeared, and now, instead of my one-star rating, it says "No Response Received." That is simply not true. Now that my one star was taken away, the company has not responded to me as they promised they would in their last message to me.

When I called American Express, the rep said that I shouldn’t have given them the money so she had to call the people back to come and bring my money back then said she was going to call me the next day. But she never called back to clear anything up. It was very frustrating for a long time. Then the same thing happened with the next person who came the next time, but that time I didn't pay them and they worked it out with AHS. AHS should put the information in time for the people who would do service. Other than the service fee issue, I've got no problems with the contractors and they've all been good.

I had to put $75 to ductwork against that repair as well and they had done nothing but look at it. I called AHS and asked if I’m supposed to pay $150 for one service call. A man named Tyler told me that I shouldn't have to pay $75 two times when they only came out once. He also said I’ll get a refund, but I got nothing. When I called back, a lady named Karen said that there's no record that I’ll get a refund. I've been on the phone for about an hour and it's hard to find that out. American Home Shield should improve their customer relations and show me that they wouldn't do this just for me. Having someone to answer the phone quicker would help. They should also be straightforward and tell me if they’re not going to refund my money because $75 is not going to make or break me. If I shouldn’t have to copay twice then they should refund me the money and not give me the runaround. All in all, that last claim experience was not very good.

Also, I've been with them for 10 years and in the beginning, it was a little difficult but it has gotten better. I had several claim experiences and one of the repairs was AC work and they didn't want to fix it. So, they offered us a buyout but the price was not good. Once I even called them and they came for refrigerator repair but never showed back up, so I had to call them again and they got somebody else to do the repair. Overall, AHS is good when they're needed.

The little girl that talked to me was very helpful. She got on the phone with her supervisor with me put on hold and came back and said that it was guaranteed. The problem was the way they had situated my air conditioning unit on my concrete slab. The copper wiring was vibrating against the copper. If that had continued it could have destroyed the copper so he got that fixed. And I noticed that the other night so I went out and just moved it slightly to make sure the pieces weren't on the concrete rattling, vibrating. Ever since I did that everything seems to be fine.

The only problem we had was when I called back on the second one for them to recall it. They tried to assign me to somebody that's four hours away. So I called back and asked why they would change the people that worked on my air conditioner who are 15 minutes away. The rep just put me on hold, put it as a recall with her supervisor and then everything was fine. So they need to learn to look at their location. I have to wait to get through them and then happened to stay on hold for quite a while before I get through again. Otherwise I'm fine. They usually take care of me.

I called that morning and I didn't get anything. He told me he didn’t know what was going on and who picked the part. So I called American Home Shield again that morning and the guy by the name of Eric said they didn't sign anybody to the order because he still was going to order. I was told that maybe they must have signed someone else to the order because he didn’t know who picked up the part that's supposed to go to the air conditioner unit that will come and fit. It was going back and forth. They were trying to find out who came and got the part. He mentioned he didn't care what time it was but he's going to get the part. I called back and I got no answer.

American Home Shield had been doing their job. They worked nice and asked the guy to get someone to come out the next day. The problem came from the people that worked the air conditioner. I'd recommend AHS because they do step up when you ask them, then get someone in your home who had an air conditioner problem. They were good.

CURRENTLY they are doing the same, they called on the company that can't work on the unit and cancelled the service call. I called Aug 24 & 25 waited an hour to get to an agent and asked to speak with a supervisor since the rep was rude and defiant and clearly wasn't concerned with resolve. I was told it would be moved up to "escalation" and I would be contacted. NO ONE has called and the inside temp of our home is 92 degrees. It should be unlawful for a service company to collect fees and ABANDON customers, this isn't about being "inconvenienced" - it is unsafe. I would be very skeptical and ask yourself if it is acceptable to live in intolerable conditions because AHS operates on their time without any concern. I am unsure if I will stay with AHS. Still says PENDING ASSIGNMENT and I have been on hold for 35 minutes.

The first lady I talked to was very rude and told me that they will not pay for any repairs being done by that electrical company because they weren't on the vendor list. I told her we'd been waiting for a call from their vendor and haven't heard a thing. She said I had 2 choices, I could pay the electrical work myself or I could request another service action and pay an additional $75 to have someone come out. I was dumbfounded. I asked her why I should have to pay again when the first service request is still open. They have yet to help me. She told me that was what she could do and if I didn't like it, I could pay for the service myself. We've been having American Electricians come out to our house to fix our problem and they are the best!

I finally called AHS back and asked to speak to a supervisor, and this lady told me they could cover the cost since none of their vendors would go out as far as I lived?!?! I asked her why I was just now being told this and she said she didn't know, it was in our notes 2 days after the electrician never called us. I told her I spoke to a different lady 4 days after and that lady never said a word about it. I have since had to have my home owners insurance take care of this for me. Our latest issue is our hot water heater. We put in a service request on Wednesday night (the 23rd of August) and still hadn't heard from the vendor we were told would be contacting us.

My husband just spoke to the plumber that we were given the phone number for. He told us that he informed AHS we lived too far out of his district on Thursday and they should have called us back with a different vendor. We have yet to hear from AHS. I've been on hold with AHS for the past 38 minutes as I write this review. I was told my expected wait time would be 15 minutes. We've already paid our $75 to request this service.

I really hope AHS comes through for this issue instead of making us wait like they did the last time. I've seen all the reviews where they've given great service but it must be for people who live in populated areas. We live in the mountains and I'm not sure AHS is the right home warranty company to handle our needs. They should look as bringing in vendors who CAN service small towns, or at the very least try to find a vendor who has no problem coming out to help their current clients regardless if they are in network or not. I feel like I've been the one doing the work that AHS should be doing. Otherwise, what am I paying for each year?

AHS should improve getting to us in a timely manner or in at least a couple of days. I had another claim for the garbage disposal and the tech also came out after a week. I also have AHS with my other house and I never had a problem with techs coming out since they came out the next day. This was the first time I ever had this type of problem so I was shocked but I will still recommend American Home Shield.

Now, I'm not even prepared to call them and continue to dispute. I also called the service people. The first two calls seem easy to schedule with but the person who came out the first two times clearly didn't know what he was doing. He told me it was just the dirty air filter and to go buy new air filter on the second time. It would be fixed for a day but then the next day, I wouldn't have air conditioning again. My time was wasted because my problem wasn't fixed. Then the third time, somebody else came out from the same company. He stayed for two hours trying to diagnose the problem. Then he finally figured the problem out and repaired the unit. It took them two weeks to get my new compressor. I'm lucky that my compressor wasn't completely out because that's the second time my compressor broke. It took them three times and about two months to fix it. My unit should have been replaced. Two years ago my air conditioning unit started on fire. All AHS did was replace the capacitor. They wouldn't replace the unit.

I had mediocre air conditioning because otherwise, I would have been in middle of summer with no AC for two weeks. At that time, I was showing my house trying to sell it so I'd have to keep all my curtains closed and keep my house as cool as possible right before showing. It was just ridiculous. AHS is not always like that. However they change companies every summer. One contractor was amazing and took care of me. They always did their job and I never had problems. But the company that they're using right now for air conditioning, AHS had them the first year I had them but I didn't have a problem with the same company back then. AHS painfully does the job and they do what they said they're going to do.

I initially filed my claims online but I made a mistake at first. I said it was both Whirlpool and they assigned it to a Whirlpool service company. Then I realized the next morning that my dishwasher was Kenmore. I called them so they assigned it to somebody else. That somebody else called and said that they don’t work on Kenmore and only work on Whirlpool. I ended up spending more than an hour on the phone holding on for a representative. Finally, I got somebody and told them my issues. They finally said that they will try to find me a company. That person ended up not being a Kenmore service company. So then they finally put Sears on it. Sears had two different technicians, one who worked on the dishwasher and another who worked on the refrigerator. So they sent them in two different trips.

As far as the dishwasher is concerned, the technician came in and listened to the sound. He told me what I need but also told me that none of the Sears technicians are going to touch the dishwasher because of the copper water pipe. If they touch them, they’ll leak all the time. The dishwasher is usable but it takes a few times of pressing it. The motor is extremely loud and the guy said it’s telling me that it's about to go. So the motor needs to be replaced.

The guy for the refrigerator was helpful too. I waited a week for the refrigerator guy. He came and realized what parts were needed. He ordered the parts and gave me an appointment after two weeks and he'll come back and replace it. My refrigerator works but the door stays open. No matter how many times I nudge it, it comes right off. Because of that, my food in the back is getting frozen and the food in the front is getting warmed.

American Home Shield used to be much better than it is now. This year has been the worst experience I've had. In average, I spend an hour waiting for someone. Even then, I don’t feel that the service is up to par. This is the reason I haven't had the chance to call them back because when Sears said that they wouldn't be able to touch this for the dishwasher, they assigned it to the same vendor. The second person doesn’t know why they sent it to him.

This summer, I had another request opened for a plumbing issue. The bathtub was choked up in my daughter’s bathroom. The water was accumulating a couple of inches if she was in the shower. At the same time, my son’s toilet gets clogged more often and it has gotten progressively worse. I needed to have someone come for my daughter’s bathroom and might as well have them look at the toilet also.

I opened up the request for two things. A guy came in and he said that my son’s toilet needs to be replaced but American Home Shield can't cover it because he dropped a foreign object in there. I said, “How is this possible he dropped a foreign object? It's been progressively worse. We've been here for eight years. My kids are extremely responsible with things.” Then he said, “Yeah. Well, your daughter’s bathroom, I need to snake it but I don’t have the right size tool. I have a bigger one and I need the smaller one for that, so I'll come back for it.”

American Home Shield called me and I said I'm not happy with this because this doesn’t make any sense. I said, “This is his own assessment without opening anything. He walked in without a tool in his hand. How did he know there's an object in there?” American Home Shield asked if I would like a second opinion. I said yes so they sent somebody else in. The second person said that there's nothing wrong with my son’s toilet. Nothing fell but we do need a new toilet. I have Kohler in this house and they got lifetime warranty. I should be able to get the toilet on my own through the warranty. Then American Home Shield will send the same person to replace it.

Then that guy for the bathtub said that it’s getting choked up because there's a wrong size pipe underneath it and the pitch is wrong. They had to go through the wall but it's a code issue, so American Home Shield can't cover it. It'll cost me $1,200 to replace the bathtub. A 16-year-old girl’s bathroom is going to get hair caught in there. It just seemed like one guy said, “This part won't be covered, but this will,” and another guy said, “Well, that will be covered but this won't.”

American Home Shield said they will send the first guy back for the tub. He came in literally with that one snake in his hand. He knew exactly where to go because he had been here before. He was up there for two minutes. He unscrewed the thing, put the snake through and pushed it in. It's been working fine since. I don’t know what that pitch and the whole code thing was about. I am extremely disappointed lately because I had not been more persistent. The guy would've broken my wall and I end up paying $1,200.

I wasn’t going to pay $1,200 just because I knew that it was just something that had gotten bad in the last month or so. But it just takes a lot of time and we're career people who are too busy. My husband and I were talking that it's just not worth of our time. It's easier to just pay somebody to come in and get it done because it seemed to linger on for two months now. If I end up spending four hours on doing something like this, I'd just lose a couple $100 of my time.

In the past, they had a two to three-day window. They would come and take care of it. This year, it's been a big disappointment on American Home Shield. I have three different systems for air conditioning and heating in my house. I called them because my upstairs unit is right outside my master bathroom and I could hear it whistling. It's always broken at the worst time. They sent somebody and said that nothing’s wrong with it. Then another time, it stopped working. So somebody came in saying the conductor was loose. He had to cut this wire off and do this and do that. He put a new conductor and it should work. Now, it completely ran out.

I called and said that this unit has been problematic. The house is 14 years old. We have three units and two of them are fine. This particular one was something that they replaced five years ago. It went bad again and they sent somebody in and said the compressor is gone. They will cover the compressor, but they no longer cover the Freon. So it's going to cost me $1,100 out of my pocket to put the Freon and they'll pay the $600. The equipment they put in last time was not a good quality. That’s why it went bad when my other two that are 14 years old are still working right. So I went ahead and replaced the full system on my own. I've been very disappointed.

More and more vendors do not want to accept their warranty. The ones that are, feels like American Home Shield is telling them to find reasons they shouldn’t be covered. It seems like that to me and maybe there's an incentive for them to do it.

The second claim happened over a weekend, but I had to reach out to them that Monday afternoon because no one had called us. They came out two days later, but the good thing is the guys did come out. We also thought it was going to be something a lot worse, but it was a tiny fix for some kind of a clip and they were able to fix it so it was good. We also had a recent call a couple of weeks ago with the second unit and they were timely again. They came out and fixed everything. With these contractors, you never really know who you're going to get 'cause it's never the same company and everything’s always a little different, but we've been very pleased with them so far.

We submitted a claim for the repair of the leak with American Home Shield. The claims reps were friendly. The second person I spoke with was professional, but wasn’t able to help on the time frame. I was also on hold for 30 minutes when I called. The hold time is expected, but they should shorten it. I do not have time to sit on hold for half an hour and nobody does.

The contractor that came out was a nice, young man. He identified the problem right away and fixed it fairly quickly. I was happy with the service, but there has to be a way for them to identify issues that are more of an emergency. There was leaking right at that moment into the garage and we were also concerned that it would go as well into the house and start causing damage to the drywall. But both times I called AHS, I was essentially told there's no chance that they were going to get a contractor out here before Monday to do the repair. This was early in the day, not midnight, on Saturday. They should find a way to address weekend issues.

When I called about the bill, the lady I spoke to documented it and said I only owe $175 charge. I don't have to pay one for everybody who came so I asked why I still keep getting billed for them. She said it usually takes seven to 10 days for it to go off, but she can see that I only owe $175, and I have paid that. Now, I got another bill for the GE people. The first one was for SNS Appliance. When I call, I have to sit on the phone 30 minutes to an hour, depending on what time I call, and that's a hassle. The only problem I have is trying to get this straight but other than that, I've been satisfied.

I called AHS and our customer service rep, Tracy, was very attentive and kept in touch, as well as Caroline and Cindy who were the other two people that I spoke with. They were all accessible and able to try to expedite somebody coming out. Unfortunately, it was the service people who were not qualified to fix the problem. They said we could have a second opinion and we had someone from United AirCare come out. They diagnosed the problem in 15 minutes. Then five days later, they had the correct part. Since the repair, it's fine and we're very happy. We paid our $75 service fee and we also paid $400 for the Freon piece because of the part that wasn't covered. AHS covered all the expenses and we never paid another penny after that. It was a huge inconvenience but AHS tried their best to resolve the issue. It was a little out of their hands. And overall, they were polite, professional, and courteous.

I called American Home Shield because the buyers didn’t take over the policy yet. It was still in my name until the end of the August. I explained that the problem that was fixed maybe wasn’t the main problem so I got them to come back out and fix it. The first time the contractors came out, it was fine. It took about 48 hours for them come out, which is always very difficult here in Florida with air conditioning but once they got here, they were absolutely wonderful.

I called American Home Shield and told them to no longer take the address on my account and gave the information for the buyer to go ahead and take over the contract. Then I contacted my realtor and said that if they want American Home Shield without waiting 30 days, they need to go do it. I had American Home Shield for six months and I would rate them very good. I would definitely have American Home Shield again if I owned a home. If my stove went off, it’s no big deal but it's tough when it's an air conditioner and it's 100 degrees. I would definitely always have it. It gives me the peace of mind that everyone should have.

There have been no issues with the contractor or any type of problem as far as anyone having an attitude. This is my first incident where I have to recall. It’s a good service. A friend of mine has had it for over 20 years and they’ve had it transferred from wherever they’re at. They always have it in so, it came highly recommended to me. Sometimes, you’re reluctant about paying that monthly fee every month and you know that there may not be the issues but at least you have that peace of mind.

The contractor, Tradewinds, was a little strange to deal with. The guy was supposed to come on Friday 5:30 and then I got a call, ended up being there at 11:00 o'clock on Saturday morning. We weren't supposed to be charged the service fee, yet we were. The guy put two pounds of refrigerant in it, he was talking R-22 and then he's loading it up with 407A and then charged me a total of $215. And then he still gets cash for it. He said he's writing a check to the company, which was a little sketchy. That guy hot wired the control boards, it was running. That's on Saturday morning. And then Saturday night, the fan started making noise, it was banging up so bad. I went to check them down because I didn't want electrical fire down there.

It was recommended that the unit be replaced because it was so ancient, everything was worn out. AHS called me to tell me that the replacement was approved and that the equipment would be available on Friday for the contractor to pick up. We should have it installed some time in a window between the following Monday and Wednesday. I ended up chasing the contractor to try to schedule it. I kept getting the runaround. It was really unprofessional. I finally ended up getting the things scheduled. That's supposed to be on Friday but they didn't show up till 8:30 at night. They worked for three hours and then they said that they’ll be back on Sunday.

So they showed back at 8:15 Sunday morning and worked up to 4:00 in the afternoon and got the thing going. I realized that I didn't get any paperwork that time. A work order, receipt, warranty papers or any owner's manual on in it. So I called the guy back the next day and asked for something to document the date that it's actually installed, things for my record. They said they’ll get that for me and I haven't heard from them. Anyway, all-in-all, I like the outcome with the second contractor but it was far from being a well-oiled machine. There were too many things about it that were sketchy. It was not a speedy process and it definitely took tenacity. But I understand that's the way it is with most home mortgage companies. Nonetheless, the people that I spoke with were terrific. They’re very helpful and very cooperative.

They want you to make your appointments and claims online, but I needed to make sure that they were not sending out a certain contractor. I also can't file a complaint with AHS online and all I can do online is set up the service call. The AHS reps said that the volume of their phone calls is high. But if their phone volume is high and their wait time is 45 minutes to an hour, then they need to hire more people, or they can make their website more user-friendly so consumers can flag and put in comments that they do not want some company at their house again, because their website automatically kicks such information out in the computer.

At one time, I was on the phone for two and a half hours trying to call AHS about a contractor that showed up drunk and two and a half hours late, and then stole from us. But the AHS reps acted like they couldn't care less. I asked to speak to a supervisor, but the reps said that they needed to handle this issue because it was holding up other people. I had been on hold for 55 minutes, but I still couldn’t talk to a supervisor because the supervisors were busy. I could have called the police, but I didn’t. Luckily, my husband was home.

I've had issues with some contractors that they've sent out to me and there are three bad contractors that are not allowed to come back in my house. But the rest of the contractors have been great. More than 75% of the time, the contractors have been fine. AHS usually sends Appliance One and they're awesome, wonderful and really good. The contractor that AHS sent out recently for the repair of our refrigerator was good, too, and we had a great experience with them. What AHS does is generate and bid out the jobs to the contractors, whereas it would be more streamlined if they would send the same contractor out to your property.

When I made my recent appointment with a contractor for the repair of my refrigerator, they made me pay over the phone. But I’ve never done the payment that way because I’m used to writing a check for the service fee to the contractor and giving this to them. I told the contractor that I have not gotten a notification that the payment process has changed. The contractor said that they’ve been doing it that way for a month, but I had two contractors out to my house in the last three weeks and I wrote a check to both of them.

I called and then emailed the person who manages the electrical part of our contract, but I never got a response. When I finally got in touch with someone at AHS, I said that I needed an electrician to come because I had two, separate electrical problems. My central vacuum system had a problem with the electrical switch and I had a light fixture that was not working. But they did not send out an electrician. When I called about this issue, the reps said they were going to send out House of Vacuums. I told them that House of Vacuums can work on the problem with the central vacuum system, but they won't be able to fix the problem with my light fixture, but they said that this company will be able to do that. But then I got a phone call from an employee of House of Vacuums the next morning, saying that he has a contract and there’s a light fixture on it that he couldn’t fix.

So I called AHS back and again that took an hour, and when I asked to speak with a supervisor, the reps said that they will try to help me. I told them that House of Vacuums can't fix the light fixture, and since I'm already paying the service fee for the House of Vacuums, then I wouldn't be paying anymore for the electrician that they'll be sending out to my house, and we agreed on this. They’ve already got an order for an electrician and they've got the job tagged to another contractor, so I can't go in and use another one.

I asked the rep what kind of company they would send out and she said that all their contractors are bonded and insured. So, I told her that the contractor they sent last night stole from me. I asked her, "How would I know if the contractor is credible?" But it turned out that this company had already been to my house previously and they were reputable and good. Other than the issues raised, I'm 90% pleased with the whole process. For the most part, we're very pleased with the company and the contractors. Prior to the stealing, I was highly satisfied with my experience wit AHS, but not so much since that happened.

I was told it’s their policy and that’s what it's going to be. I sent them a letter protesting that. It was a nice letter, I was not rude to them, but I explained my feelings. I said, “I always thought that you would replace a product with a like product.” They said, “Your definition of a like product and our definition of a like product is different.” As long as I had my account with them and they keep raising the monthly cost of it, I wasn’t real pleased with that. But that’s the only time that I have not been satisfied with what they did. They’ve been pleasant and no one has been rude. Their contractors have also been fine. Other than that one issue, I've only had a few other issues over the years, which were just repair stuff. I've always received very timely service. The people they sent out were qualified A plus type vendors who took care of the problem and were very polite. I'd recommend them to a friend.

Original Review: Aug. 25, 2017

After filing a service request for an AC outage and explaining that there is an infant in the house, they said they would escalate the issue and someone would come out in 24 hours. Their vendor called and they said the first available is not until 3 days later. Vendor also stated that they never escalated the issue. Be ready for a 30-45 minute wait when you call into their phone line. After escalating to a manager for their mistake, they state that they can only get someone out there tomorrow, and it's now been 3 days with no ac in Florida.

Their vendors that they use push you behind any normal paying customers. Still waiting for a next level manager call back to file a complaint with the company that will take another 24 hours, but after talking to the last manager, they really didn't seem to care that they screwed up and would not provide an acceptable resolution. Would highly recommend not to use this company as I could have just called an ac company directly and got better service and less hassle. I've been paying American Home Shield for years and on multiple houses and spent hundreds of dollars on their plans. When I needed them, they failed me and the family that rents our home.

I’m very, very disappointed and I was completely floored. They’ll fix the ceiling where the guy had to go in to check it out. At first, I thought they didn’t cover it because it’s like a roof deck above the garage. It’s also not leaking bad and it almost seems like the seal on it needs to be sealed up. But what was really odd is, the same plumbing company that they used came out the following week for another issue. I’ve done a major renovation and I need to have the plumbing switched over to a more current because I was having the one bathroom tiled. So I called them up and I like the guy that came out. I said, “Well yeah, if you could just let me know what you guys would charge to fix this leak or how are you going to remedy it and how much is it going to cost.” But they never got back to me.

So when they came out for the other issue, they thought they were repairing it and I said, “Well, no. You guys never got back to me to tell me what you plan on doing to fix it.” So, this guy came out with the supervisor and the guy must be fairly new. I told the guy that they never got back to me and it was switched out to the plumbing. I kept calling so many times and I got to know the girls on the phone well. She said to switch out the faucet would be anywhere from $150 to $200. And I said that it was reasonable. And my contractor even told me, he would do it but he said, “God, a sole job for that, that’s reasonable. So yeah, go ahead and have them do it because I’m pretty busy.” So when he got up there, then they wanted $400.

I asked, “What happened to the maximum $200?” “Oh well. You must’ve been confused. This is what we charge.” And then the foreman guys said at that time said, “Well, it might not be so much that they used the wrong thing up there.” It could be that I’d be better off just calling a roofer. I haven’t even moved in yet and the garbage disposal went out. It was leaking bad, so I called the 1800 number and they said “No. It’s 12 years old.” So then, I called AHS back. He took the garbage disposal out immediately. He had that thing changed and he was gone within 20 minutes. It was excellent and great. But I was asking the girl if they’ve updated the home and have all new appliances and have a warranty on those issues, they didn’t even check to see.

I can have a 50-year-old dishwasher as my grandmother did that went on and on and on. It seems ridiculous that they wouldn’t put something on it like the age of an appliance compared to just overall, generalized work that wasn’t done right. AHS is a big company and I don’t understand how they could get away with it or did the agents just offer it because the homebuyers feel secure having that home warranty? Good luck. And the girl said, “Well if you wanted, you can get a second opinion.” But then, I have to pay another $75 to get a second opinion. If it’s the case, it seems absurd. Things are going to happen but when I’ve owned a home for 23 years and I never had one of those in my house.

I had lots of things happen that I had to pay for and my dad was saying that those things are useless. I told him that the buyers wanted it when I sold my house and it was already put here when I bought the house. But mine was $450 and this one was $600. So I felt like saying to them to give me the $600 back and I can put it towards my repair. But at least they did get the garbage disposal out of it so it would be $300 by the time I get a new one and get it installed. I feel better about it but I still have a little tarp over my leak and I haven’t dealt with it yet. They can explain it to me a little bit better because I don’t know how they could even sell them under that condition because that would be a red flag for anyone.

I also had an inspector come out. But even inspectors were $450 for me to have my house inspected, on top of another $1000 or $600. And they can’t guarantee things that are on the wall. They can’t get in there and look. They can just write up a report. Also, they don’t get up on your roof but they get up as high as they can, while I had my ceilings, all the popcorn stuff taken off and they found two leaks. So, it was only $180 but I’m thrilled that they found them because it could’ve turned into something much worse. And I even asked them about the roof. And he said, “Oh, it looks fine. You can probably get at least another 10 years”. If I could do it all over again, I wouldn’t pay an inspector. What I might do is hire an HVAC guy, heat and air, and then a roofer because those are the things that really end up costing the most money. Especially if you do have new appliances because I am going to have the warranty.

I’m going to call in a roofer because I can tell that they did a lot of work on this deck as far as water proofing. And I was going to even go to the expense of putting some type of decking material on this deck but you also have to do it in a way where the water drains. The only thing is, calling and getting through was a nightmare. The one time, I was on hold over an hour. In addition, when I called the plumbing company, she suggested that I call back and say, “Could you please expedite this?” Because they weren’t going to be able to come out until a week. So she suggested it to me and I would’ve never thought about doing that. So then, I called back. Then they call the plumbing company back and say, “Okay, you have our okay.” And then they make it a top priority.

But they’re not going to make you a top priority especially if they’re busy. The other person, as far as the plumber for the garbage disposal, it was a different company and they are not as busy or got added on to their list to something. Nevertheless, I had planned on calling both realtors because I want to know what they know. They don’t blindly sell it. But, I also learned and the whole thing’s a learning experience.

Also, it takes a couple of days for AHS to say what they're going to do and then a couple of days to let the techs know. So we ended up being hot for two weeks and spent $200 out of pocket. Everything the contractor did was great and they were easy to work with. They explained that these are the things that they have to do and AHS makes them list them and they get to decide what form it wants, so I can't complain to them about the $800. AHS gets to decide what is normal installation and what's not and what brand they're going to replace with, and that’s exactly what the contract says.

I'm not sure I'm going to renew because I have my kitchen appliances covered and when AHS chose to replace my air conditioner with the cheapest brand available, not with an equivalent frame, I am thinking if my KitchenAid wall oven and microwave fails, are they going to replace it with a KitchenAid or with the cheapest thing they can find? It’s going to be a big problem if I pay all this money every year and I have to have a new microwave or oven and they’d go all the time.

Every time I try to contact American Home Shield, I'm on the phone on hold for 45 minutes to an hour. It doesn’t matter what time of the year, there's always an extremely high call volume and it's ridiculous. I've got to sit down and plan to take two hours out of my day to make a phone call, and then they act like they don’t even want to talk to me. Their customer service is terrible. They should hire some more operators then.

I also had one claim about a year ago with a water heater that went out and AHS replaced the water heater for a certain amount of money. But I was going to have to pay almost the same amount of money, about $1200, because they said that they would have to run other water pipes and vents to max the hot water heater. I asked them why don't they just put a water heater in the same size so they don't have to do all that and they said that's not what they do. So I ended up just getting them to pay me what they would pay me, which were pennies on the dollar, and having to get it done myself. American Home Shield is doing their best to rip people off.

When I had my commode fixed I called the contractor because AHS usually sends me a text or email of the assigned contractor. I scheduled the appointment and the guy they sent, Joe, was on time and he did a good job. He was not able to fix the commode properly so I called him and he came back the next day, early in the morning. They have to do something so customers are able talk to their customer representative quickly and they also need to have a better range of contractors because some of their contractors are not efficient.

For my most recent claim, the contractor came and looked at our refrigerator. He tried to repair it and saw it wasn’t repairable, so AHS bought us another one out. However, it was the refrigerator that Oprah gave us when she came to town and we were a part of Oprah's Favorite Things show. They could not replace it identically and although they did give me an equivalent one, it didn’t have a TV. It wasn’t as good, but I settled. Other than that we're pretty much satisfied on everything. When I've had other situations, where I was thinking about moving somewhere else, they made sure they took care of me, so I can stay. But they're really good and I've had a great experience all the way around. We like American Home Shield a lot.

Overbooking happens, but that should never be communicated to the customer when they're expecting someone to come out on that day. I ended up calling the corporate office to get someone out sooner and I got someone out of the network as an exception. Everything went well after that point, but getting there was a little bumpy. When someone got there, I was informed to ask American Home Shield because they were dealing with me and the contractor to keep me in the loop. They did that and everything was handled okay. Everything was the best, but they should be careful with the language they use with the customers. Overall, they did all right, so it's a good experience.

In the case of replacement AHS would max at $1500 and we would need to commit to approx $1000 minus the coolant warranty from the first visit. The following day I was informed by an AHS rep my out of pocket would approx $525, which made sense to me. I called Eastern Air to pay that amount and schedule an appointment to install the new unit. Eastern Air informed me my out of pocket was not $525 but $2500 due to a number of repair line items. I questioned this but received no answers. I again called AHS. The rep agreed that this was quite high but informed me that the contractor had reported the problem as a repair not a replacement. I again questioned that if it was a repair wouldn't they have to cover my max of $1500 for this service.

I was then informed that these were not "repair" items but "modifications" which were not covered (isn't that convenient - the contract mentions only "repair or replace" items). The rep agreed to document the incident assuring me she would have her supervisor call me within 4 hours. So here I sit, no call back, writing a complaint to no one. Luckily we have some lawyers in the family. I will not tolerate these type of people who do not live up to the contracts we sign or shroud them in bs. STOP STEALING you THIEVES. I'll hound them until they do the right thing and honor their commitments.

I kept telling American Home Shield that whatever is wrong with my air conditioning, they were just coming here to put a band-aid on it. They're not fixing the actual problem because they shouldn't have to come out here every week. If they would have found the problem and fixed it, then I wouldn't have to pay that big bill, but they didn't. According to the last person I talked to, I can get it fixed by an independent contractor and send them the bill, and they would pay their part of the bill, all but the Freon. AHS had been good for two years. They came out and did what they needed to do. But this year, I had problems. Overall, the experience with them was very disappointing this year.

They have transferred my case to 'contractor relations' and yet again they are giving the contractor 48 hours to respond. I've asked twice to speak to a supervisor and was told one was available and they didn't know when they would return. I've asked twice for a callback but have never received one. I've been told numerous times that there are no options for me other than to keep giving this contractor '48 hours' to respond. I have no options to have my issue resolved and a useless warranty. Very unhappy with AHS and would NOT recommend them at all.

I received a call from another provider. We were reviewing details on my issue and where I was located. He then stated, “Do you have the Carrier Infinity System?” I stated, yes. Provider, “I told the Home Warranty Company, I am not a certified dealer.” I asked, if he could follow up with HSA/American Home Shield, so I could have another provider. Tuesday, July 25, 2017 I received a voicemail for Komfy Kozy about coming out to service my air conditioning unit. I called, back. Asked, if they were able to service my Carrier Infinity unit. They said, not a problem. We scheduled an appointment for Wednesday, July 26th. Wednesday, July 26, 2017 Komfy Kozy identified the same issue at Air Pro Heating & Cooling. We needed a new compressor and Freon. He told me that it would be 5-10 days for the compressor to come in. I paid, another $75.00 for his visit.

Thursday, July 27, 2017 Received a call from a supervisor from American Home Shield. He asked, if I have had service provider out. I confirmed Komfy Kozy came out and I paid another $75.00. He said, I should have had to pay and he would correct that issue. Friday, July 28, 2017 Komfy Kozy called to inform me that the compressor had arrived and scheduled a time to come out on Monday, July 31st. Monday, July 31, 2017 Komfy Kozy came to replace the compressor and Freon. Four and half hours later, the work was finished. As we were wrapping and I was writing him a check for his service ($500), we started to talk about the service. He was shocked that the first provider (Air Pro Heating & Cooling) did not accept the work. I said, “They were not a certified Carrier Infinity Dealer.” He said, “I am not. But I was able to find directions on how to install the product.”

I then asked, “You are not a certified dealer?” He said, no. I then asked, how long am I covered for his services. He mentioned 7 days from him and 30 days under HSA/American Home Shield. I had to sign for everything via his electronic device. I never received a receipt for his services and I can no longer sign in to my HSA account, since HSA was bought out by American Home Shield. Friday, August 4, 2017 When we returned home from being at work and noticed the house was hot and the air conditioning unit was not working. We called HSA/American Home Shield to start a new claim. Komfy Kozy was scheduled to come back out on Saturday and I was given the window that he would be there between 10:00am -12:00pm on Saturday.

I did ask Customer Service that I wanted to speak to a Supervisor and was told that could take up to 48 business hours to hear back from a supervisor as there are never any supervisors available to speak to. Saturday, August 5, 2017 I called HSA/American Home Shield – I had to endure being on hold for 40 minutes to then be disconnected maybe a total of 3-4 times (2 ½ hours before I was able to speak to someone selecting the option existing claim). I was calling to one, report that Komfy Kozy was not here, when I was told they would be, and two, to have a Carrier Infinity Dealer look at my unit. And check the work that had be done. Once I was connected with the Customer Service Representative got on the call. If my call is recorded. You will hear my begging to send out a Carrier Infinity provider to check the work that he has done.

The Representative told me, they had to send out Komfy Kozy to look at it, but they would see if could find a Carrier Infinity provider. I asked, if they could see in my notes, that my request for a supervisor was there to call me. She confirmed, it was. Monday, August 7, 2017 Komfy Kozy came back to install another compressor. Tuesday, August 8, 2017 No call was received by a supervisor. 8:30 pm My husband received a call from our neighbor indicating there was a lot of smoke outside our house. He asked, if we were home. My husband responded, no, but should be within a 1-2 minutes. My husband meet my neighbor in the back of the house at the air conditioner unit. Our neighbor pulled the outside breaker. My husband called me to inform me, what had just occurred. I called HSA/American Home Shield to report the fire. No supervisor was available to take my call, but a message would be passed along.

Wednesday, August 9, 2017 4:15 pm A supervisor from HSA finally called me. She could care less about what occurred and how my family was impacted. I asked her several questions about my account that she had to follow up with me about. As of today, August 23, 2017, and I have yet to hear back from her. My am very upset. Not only did I beg the representative to send out a Carrier Infinity provider to check the work of Komfy Kozy – what if this all happened, when we were sleeping? The air conditioner unit is beside my son’s room, who is 5 years old. My family was endangered by the service provided by Komfy Kozy and American Home Shield for not providing the correct service provider. We have two small children in my home. My son is now so frighten by fireworks and thunder. He has been completely traumatized by this situation.

Now, that I have gone through this process. I now see Heating & Cooling companies with the Carrier Provider on their trucks. American Home Shield has no interest in my family and our current situation. It is impossible to get a solution, with not being able to speak to supervisors who are there to support their customers’ needs. I refuse to waste my time to maybe get a call back from a supervisor. We are not trying to take advantage of the service we have. We were simply trying to get the proper service for our air conditioner. We elected to keep our home warranty and pay a monthly fee for extra protection. When we were customers of HSA, we were never placed on hold or were disconnected after being on hold for over 40 minutes. The service was sent out the very next day, 7 days a week. I doubt we would be in this situation.

The contractor was good but the only problem I had was the amount they charged for refilling the Freon. My system has 410A which is the newer Freon that they used and as a consumer, I can go to Amazon and get a 25-pound tank of that for $190. That's less than $10 a pound but they won't use the tanks that I had already. I talked to the contractor about it and he told me that they don’t even get the 410A for what I got it for, but it's not like it's a different kind because I had the same brand that they were using. I understand that they don’t know where it came from, but the reality is that theirs was way overpriced.

So, I got charged $75 a pound and it was $500 for nine pounds. That's in addition to what American Home Shield charged us, which was $10 a pound. It's crazy that the contractor was charging the same for 410A as R-22, which has gone up in price and is very expensive. On the other hand, American Home Shield themselves explained to me that the Freon was on the upcharge. The contractor also had to order the compressor. Initially, they said it would take up to two weeks but they were back within a week and that was amazing because it was the middle of the summer. The contractor replaced my compressor so the air conditioner works great now.

And finally, I called my service guy and asked why my washing machine is being fixed. And he said, “Well, they told us that they were going to call you and say you have the option to either replace it or to fix it and this is what they were going to give you.” They haven’t called and it's been a month so I got on the phone and called. And the girl picked up within five minutes which was a miracle. But then she transferred me to another department and I was on the phone for 45 minutes waiting. It's a little aggravating.

Also, I have requested that they not use a particular air conditioner company because they screwed me. And sometimes they’ll pop up. So, I have to call AHS and tell them, “I don’t want to use them. Please recommend somebody else.” And then, AHS is going to fix the air conditioner again. The air conditioner is 27 years old. And I just didn’t want to keep having to do that. I ended up using the company they recommended and the guy ended up charging me about $1000. It was really kind of messed up and I didn’t want to fix my air conditioner anymore. And AHS did.

When I called back, I had to wait on hold for another hour and a half and I was told they haven’t gotten to it yet. Julie is on the phone for hours every time she calls. She has been on hold for up to two hours and finally had to hang up because she had a meeting. The whole time is unbelievable and she’s talked to appliance people that she had to drop dealing with them, because even the Sears guy said it’s hard to get in touch with AHS. She’s been patient, considering she’s been living without a refrigerator for about a month. They were going to offer her a payout amount and she was willing to accept as long as it was fair. On Friday, they said they’ll work up the offer and get it to her, but they never did.

One Monday morning, Julie called and someone picked up the phone within five minutes. She wasn’t transferred around, but they wanted to go through this whole thing with another company. It should have been fine if they've done that from the beginning, but they had lapsed and wasted all their time for the contract. They wanted to send someone back out and when I called after 24 hours, we were canceled in the system, and then the Hays technician was three hours away. Overall, American Home Shield’s customer service is in the toilet and our experience has been terrible. Apparently, realtors buy a lot of these policies for homeowners to make them feel safer and have a little peace of mind going in. They act like it's a big deal and from what I saw so far, it's worthless.