American Home Shield Reviews

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 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

But the worst part was, the guy that made this appointment to come at 3:00 o'clock called at 6:30 to say that no one was there yet and to ask if they could leave and go to McDonald's first. Meanwhile, I was getting hits on my phone saying, "Your technician has completed the task. Rate how he did." That was like rubbing salt in the wound. I just had to laugh even though I wasn’t happy with that experience.

Since those guys didn’t show up, I called AHS to ask when they could grant me permission to go outside of their service network and pick up the Yellow Pages and call. I had checked around with some local air conditioning and heating places and we got a guy who could be there that afternoon, but it's going to be X amount of dollars and I was already paying to be part of that deal. I got a hold of another person from AHS who sent me some instructions that I had to follow.

But everybody that I contacted in the Yellow Pages in Atlanta said that if they send their technician out to us, they’re going to send us the bill, and we’re going to pay. None of those places that I called wanted their technician’s hands tied by this home warranty that we’ve got. It was frustrating, so that’s why I couldn't, in good conscience, recommend American Home Shield, even to my worst enemy. The fellow that came out took care of the problem after about a week of dealing with that.

Another claim that we had was for our ice maker. That all went just as smooth as pie and that was a good experience. Then we had a gas stove malfunction. We called in and they promptly came out. It took a week to get the part needed but they fixed it. The people on the phone are just entering something in the template and getting feedback information. You would be better off just telling people to go ahead and do it online, and not even offer an 800 number. Also, being put on hold for 40 minutes with the same little jingle jangle song that repeats itself can be irritating. I would not want to jeopardize my friendship or relationship with someone to refer American Home Shield because you’ve got to have thick skin to deal with them sometimes. Overall, my experience with them is poor. It's a pain in the rear end and it's an inconvenience, like a flat tire. But this shall pass.

The Chat Now took me 27 minutes to get somebody on there so I got it before I got to talk to anybody on the telephone. While I’m talking to them, saying, “Hey, I’ve not heard anything from these people. They won’t return my calls or anything,” they tried to contact the company twice but never hear anything also. A couple of days later I still haven’t heard anything back, so I went ahead and got a new contractor and had the thing replaced. Georgia in the middle of the summer is not the place to be without air-conditioning. BestWay called the day after I had somebody else come out to fix it. Then I tried to send stuff to American Home Shield but I couldn’t get in touch with anybody from them. I’m very dissatisfied with AHS. One of my friends went through the same thing with AHS over their air-conditioning and also ended up paying somebody else to come out and fix it.

So another one came out and said that the problem was not the fan. It was the compressor. The contractor said he would call again and let me know what AHS say ‘cause he seemed to know what he’s talking about. Then I got a call from American Home Shield and told me that the call from the second vendor was a second opinion. But that’s not what I was told when I called to find out what was going on. I was surprised that it caused big problems ‘cause in April we had to have a trick or treat replaced and I paid $600 for freon at that time. So now, they would tell me I had to pay for freon again and it was $50. So I said fine and I told them to fix it.

I appreciate American Home Shield that they replaced the compressor but having to buy that freon again that quickly was a little impossible. I was hoping they might have done something better with the price on that. The finished product was great. It’s working and it’s not making a noise. But I should’ve been given a little more of a price breakdown. I’m a real estate agent and when I sell a home, I always pay the buyer a fee for a home warranty which has always been American Home Shield and they’d never let me down. But this time, a few months apart and having to pay that again bothers me. But other than that, I’m satisfied with American Home Shield and they helped me out once again.

Air handler still leaking, called service provider... no response. Called AHS, they contacted service provider, a week later got a voice message from the technician. Called back, left a message, called back again when I didn't get a call. Talked to someone and scheduled and appointment. Appointment time came and went... no show, no call. Called AHS next day, waited 55 minutes on hold to report the situation again. Colossal runaround! AHS will only work with the vendor they originally dispatched. So here we go again... Poor customer service from AHS and poor service from the heating and cooling business (because they don't consider us a true customer). My advise, don't waste your money on a home warranty, especially with American Home Shield. Just save the $$ you would throw away on a home warranty in an emergency maintenance account and save yourself the headache.

After maintaining the pool from its installation in 1996, I'm disappointed to hear a contractor implied that the customer (me) did not maintain the pool properly. To crack the volute due to pool chemistry the water would have to be SO corrosive that the entire pool plumbing would have dissolved. (Contractors first misleading statement). Implying intent to cause damage to MY pool by stating... "the stop switch being removed" was the reason for the plate seal and motor overheating (Contractors second misleading statement). The plate seal leaking and motor over heating was due to the volute cracking and something that should have been cover by the service contract.

After speaking with two individuals at two different levels at AHS and pointing out the inconsistencies in the contractors diagnosis they said that "they were bond to the diagnosis of the contractor and that repairs were denied." AHS has done good by me from the beginning but this one instance along with what I would call a less than reputable contractor has now cost me 15,000 gallons of water, volute, main pool pump, a thorough pool cleaning and three weeks of down time from the pool.

AHS should have asked the customer if a second opinion was necessary or recognized the bad diagnosis and got a second opinion themselves but most of all stood by the customer and tried every means to repair those items needing repair/replacement. Their homepage asks the question: What is a home warranty? A home warranty is a service contract that covers the repair or replacement of important home system components and appliances that break down over time. A home warranty can help save you money. In this instance they failed miserable.

He proceeded to go into one of the bedroom and had this little remote control heat sensor. He placed it to the vent section and took a reading of the heat which is at 95 degrees. He tried hooking things together and got the fan hooked on. The fan should be able to shut on and off but now it’s running 24/7, I know he did something wrong. The fan is going to burn out the motor. I don't need to pay extra $100 dollars every month for my electrical bill, that's one downfall. That unit should have been taken cared of otherwise I’ll ask for a work order and send it to home warranty. If they approve it, they get materials, fix it in the house. But what happened was they first got my money.

I went through all this crap and this mechanical service company hadn't helped me. Those people need to be shut down because the guy should have never cut any wires unless he had what he needed to hook it back up correctly. I called their company and asked if they have the work order but there wasn’t. They promised to call me back on Friday but I did not receive any. The lady doesn’t even know what is going on. I called Home Shield and told them about my situation. I told them I had this air conditioning company that was supposed to fix my unit. They needed a part that was to go through AHS and they are going to come back and fix the unit. I even called Home Shield network and they didn’t do anything either. I called again and the lady I spoke with was awesome. I talked to her and she's going to look into it. I’m still not getting feedback from anybody and the air conditioning company still hasn’t helped me.

I also had a problem with the electrician and he fixed partial of what I needed to be done. I need this home warranty and I paid a whole year in advance. I paid for the pool and extra money each time I called facilities to fix my home. It’s $125 each time they come no matter what. I paid $250 and I still have things that aren’t working. I want something resolved because if the air conditioning goes down, I was looking online from American Standard platinum which is $3,999. That's just to buy the unit and not to have it installed. It’s really frustrating because you got to pay for the unit and if you need repairs. I’m avoiding all these big expenses. I want to keep things in a nice way so the next person won’t have troubles.

I contacted home warranty and notified them of the findings and was told that we have to work with the company they sent or cash out. I called again on Saturday asking for the cash out amount and was told that the department handling that is closed and was behind, that I should hear from them by Monday or Tuesday. On Tuesday someone left a voice message letting us know that the cash out value is less than $270 to replace and install a water heater. I then called and was on hold for 50 minutes. When someone finally picked up, they hung up the phone without speaking to me. Again, I called and was on hold for 45 minutes. I spoke with a Kim from the authorization department and I explained to her everything that has been going on. It seems like they do not read the notes they have in file when you speak with them because she kept on asking me the same questions.

I requested for a second opinion and for a second company to come out to my property to replace our water heater. The lady told me that we cannot request for a different company to work on our water heater and that the only other option was to take the cash out value and pay for a company we choose out of pocket. To replace a water heater, install an expansion tank and cost of installation is over $1400. The lady did not want to listen to me and I asked for a manager. She then told me that she is in the escalation department and that they handle these kind of calls and that they do not have managers.

I told my husband that I've had it and refused to speak with this woman. My husband asked for a supervisor and she then proceeded to tell my husband that she is the manager and the supervisor. My husband told Kim "the manager/supervisor" that he can't continue to speak with her any longer because she was not listening and refuses to help us. Apparently we hired American Home Shield Warranty to lie to us and disregard any of our complaints. I've told 3 associates since Friday that I am very unhappy of their service and will not be renewing our contract and make sure not to refer anymore business to them. We do not appreciate being lied to.

I've had this policy for years and I've never gotten much. I've maintained my house so nicely but my house is 16 years old and I've had very few claims that were very big. I've never had a single year where I've made my premium. Also, AHS provides for roadside companies and they need to put that whole policy on the brochures rather than telling people to go online and read it. I'd like to be able to provide it because my company has been with AHS and we did have that basic policy during the listing period. I want people to know what they're really getting and what it covers because it gets disappointing when you find out, “Oh, no you don’t get this, you don’t get that.” So, this information would be good on those brochures that AHS uses for realtors. AHS needs to put the various policies and see what the ins and outs of it are.

When the technicians came out for my other property, they were outstanding. The first company, Ayers, was the first claim I had. They came out and they were professional and interested in what I was trying to tell them about what was going on. They jumped right on it and they explained a couple of things to me like what was taking place. One was low in Freon and maybe the wires were getting little a bit shaky and they did the wires which I didn’t even realize. They were willing to do whatever I ask them.

Stockbridge was my last claim that they came out for and that guy knows his stuff. He was older, very professional, offered me some suggestions, was honest with me and he fixed the problem. He had to come back out because it’s being cut off but that was because there was some water in the attic and the flow was cut off. I had two good experiences with him and those last two were really good. It made the 20-minute wait worth it.

I won’t have anybody else. When it’s hot, people want things done on time but I’m a different type of guy. It takes effort, at least, but at the end of the day, I just like people to come out that’d be willing to listen to me or try to create situations when it doesn't really have to be and I didn’t have that problem with AHS. I know some are complaining about other types of stuff but when I get a rep on the phone, they’re always nice and willing to listen to me. I get the best from them no matter who I talk to. They’ve been trained well. Some better than others, no doubt but that doesn’t mean that the others are not qualified. No matter what my problems might be, they’re going to try to address and deal with it. I have also referred them over the years.

The problem has been going on for two or three years now and we have somebody come out two or three times every year. I tried to schedule them after 12:00 so they see how hot it is. But every time an AC man comes out, he says there's nothing wrong with our unit and it won't get to 75 degrees. It will just keep running until it tries to cool it down but it doesn’t make any sense to me. Other people have theirs down to 74 but he says we need a bigger unit. It just gets worse every summer.

We also had a situation with our refrigerator. When we bought the house, there was a 26 year old refrigerator but we had to put duct tape in the refrigerator seal. So, I called American Home Shield and it took five days to send somebody out. The guy said the refrigerator is 26 years old and even if we find the parts for it, the seal has been broken. So, it's compromised and it will never work properly. They sent him here to fix the refrigerator instead of replacing it. They wanted me to wait another week for the parts, living out of the cooler when I have two small kids and my milk was going bad. Also, the parts cost more than what the refrigerator was worth. I'm not happy with it and we are going to cancel. They're awful and I'm not the only one. A lot of people are complaining about that.

The contractor who came out had to replace the stopper of the drainer in my master bathroom sink. He also changed out a flapper in my guest bathroom because the chain wasn't working and the water kept running. He did everything that he was called up to do. He advised us that the toilet tissue that we use was too thick and that we can use a less expensive one. The toilet has been doing fine ever since the repair. Back in January and February, I asked for the billing date to be on the 15th because that was my pay date, but they told me that they couldn't accommodate me and what I could do was do two months, after reset, and I did that. However, they still ended up charging me and I still ended up getting a negative balance. It took me until April to get things figured out with them. At this point, I still need a different date but I had to make some adjustments.

I spoke with a lady at Home Shield and told her that it was unprofessional and I pay too much money. I've been with AHS since I purchased my home back in 2006 and having no guarantee that they will get me Monday of the following week. She said she would try and see if she could get somebody. I called them back and told them I’m gonna call the corporate number that I found on the website. I will express my concern on my service, pay every month and that I don’t feel I should wait more days in 100 degree weather same as what it felt for their service. The representative made some calls to check and came back saying that everybody’s booked and she can’t get anybody. I told her that I’ll still call corporate but she tried to call another place.

I understand they are trying to get contractors however my husband and I are both retired so instead of waiting for a week, we can find somebody else to fix the unit. The $75 that was prepaid and I could have put that to whatever I had and get a company to come and look at my unit the next day. The representative came back on the phone and informed us that she got somebody and that they will be coming the next day. I couldn’t believe it and found it unusual that from no one being able to come fix my unit to that they’ll be sending somebody the next day.

Two men came but I had no interaction with them because they were supposed to come at a time and they ended up coming at a different time. My husband had to leave work and see them do the work. He said they were nice men and very professional. The air conditioner is working very well now. But we’re having problems with it every year. I told my husband that we are putting money into fixing something that costs $50 or $60. This time, the fan wasn't turning so they had to replace the motor.

Before this incident, I called Home Shield because my microwave went out. They set me up with a company and I chose a microwave online. It took them two months to get me the microwave and they sent the wrong one. They drilled holes for the new microwave and left the drillings all over my stove, kitchen counter and on the floor. I was so irritated. After we cleaned up, the microwave didn’t fit and they had to call whoever and reorder a different microwave. We have to wait so I called Home Shield and told them about the situation. They got me a microwave back but they had to redrill more holes. After that, the microwave starts rattling, they didn’t secure it properly so they had to send somebody back to fix it because it had been within the area of time for them to come back if something wasn't right. They came back and said it wasn’t placed properly.

I’m not happy with Home Shield and have had frustrating experiences. I once spoke with the sales associates because they told me that my warranty wasn’t covered. My husband had to research to find out it did cover it and have to replace it. I had to go through the argument with the sales associates to let her know that it was included in the warranty. It ended up being replaced. For years, I had to deal with Home Shield a lot. It’s thin unprofessionalism of their sales reps/customer service which is unnecessary when you pay a lot of money monthly for service. Overall, they’re not a bad company so I would recommend them but they got a lot of work to do.

I called AHS back that day and provided the information. The rep said, “Okay. We will have to get the provider who did the installation to come back out.” So of course, I waited. But nobody called me. The young lady told me that there was nothing documented. And I told her, “What do you mean there’s nothing documented? I spoke to a person on this date.” She put me on hold for about 45 minutes and then she said, “I am going to document. And I will reach out to the company we sent out for them to give us the invoice stating what needed to be done. And then we will follow up.”

The second contractor who came out was fantastic. He said, “Ma’am, I see the problem. And this needs to be addressed ASAP. I’m so sorry that I can’t do the work myself because I would love to. Because this should not have happened. This was laziness.” I need air conditioning because it’s hot. I’m hoping American Home Shield take the initiative to get this done and fixed.

In my experience with American Home Shield, had we decided on what we wanted or gone to look at it immediately within a week, it would have been installed. They've already made some suggestions and after reading up on it, it looks good but my wife wants to see it and touch it if possible. Right now, my wife is ill and she just got out of the hospital this Saturday. I'm waiting for her to get on her feet, so we can go look at what would be the replacement oven or choose another brand if that's what we wanted. I talked to American Home Shield and they told me I had till September 1st to get this done.

Aside from that, the contractors they've sent have been outstanding. There's only been one case when Sandra called and told AHS not to send a particular company if a particular device went down. We've always lived in a nice neighborhood because I've always had a job that allowed me us to do so. However, there are people in this world who, when they walk through your front door and see the color of your skin, are not very nice and this particular individual was not very nice. It happened so infrequently that my wife was very surprised. I'm a little bit more sensitive than she is and she got another contractor come to repair it.

We've had four things go bad in the last six months and I'm going to have to wait for the next month for all four things. We have a three-story so we have three air conditioning units and two of the three went out and two separate contractors came to work on it. We also have claims for the counter basement, the stove and the water heater, and American Home Shield has been doing great.

Last year, the contractors indicated that they had fixed something but my husband later found out that all they did was just cut the wire and it was not connected. We had two different air conditioning companies come out and with the first one, our unit was just almost out of warranty. When they called, a recording played, "If this is a new claim it will be $75 and we can commit to an agent at this time to help you." This company thought we were still under warranty so they didn't go that route.

That's how we finally got someone through the American Home Shield, pay another $75 and have someone come out. That may be their policy all the time. This year, we went up and paid for all appliances and everything to be under the warranty too. We did get help and do have air conditioning now so I don't want to jinx anything. I don't know if we will re-up next year, though. The age of our house and everything that we've got is getting to the point that they need to be replaced. I don't know if we'd ever get to that point with them and if anything would ever be replaced or not. It just felt though, it's a different company each time. Eventually, we got help but contacting them is a headache. The same people never come out, so if you have a problem then, it's like you're starting all over again.

In my case, it was for my air conditioning. The gentleman appeared, came in and said he won’t be able to work on it since I had a problem with two units and the claim says it was only one. That was too bad because I took the time off. I asked what I needed to do and he said I had to call American Home Shield, so I did. They wanted to charge me another $75. Had it been a person I talked to, I would have said exactly what the issue was and that would have been only one $75 one-time fee. After a lot of back and forth, they agreed to waive the $75 fee, but it still did not take away the inconvenience of booking another appointment a week after, which happened to be right before the 4th of July weekend.

They came in before the 4th of July weekend and we needed to order a part, so that dragged and dragged. It could have been done a little easier had there been a very good communicative tool to tell exactly what the issue was. They waived the fee supposedly, but I got a letter from them saying I’m delinquent and that I have to pay. Again, I call and wait to talk to a person only to be told that for some reason the other representative I talked to did not process the whole thing through. I asked if I needed to call again and the rep said he’d try to take care of it. I didn’t hear back from him and I’m assuming everything is fine.

Without the AC functioning the way it should I ended up biting the bullet and buying a window unit for my room. My room has been our refuge but for the most part if it gets above 85 outside then it’s going to be somewhere between 78 and 80 within our house outside of our bedroom because of the window unit. AHS says they’re going to get somebody out as soon as they can and people came out to look. We had comprehensive service and we've got our compressor replaced. It's just that the unit is not cooling. I’d say I had some decent service but they got to make sure things are fixed. I'm at a point now where I’d have to call back just for them to come again and take a look.

My last experience with them was when I was overseas. I had to call them which cost me $4 a minute and I was on the phone for almost two hours and that's $480. I explained to them that I needed this to speed up and get done with. Even though they agreed that it will all get fixed, I found out today that it was all wrong again. Other than that, I’ve recommended AHS to a ton of people before and everyone I’ve recommended them to has used them because their service providers are phenomenal. But now, I’m thinking about swapping over to another home warranty company because the last two experiences I had with them was not great. AHS was sending the wrong appliances with the one service to the wrong houses.

The plumber then suggested to my wife that it would be best if he did a scope on my line to see if there was some kind of blockage. He called AHS to get authority to use the scope and they declined because the problem was not occurring when the plumber was here. And so, he asked my wife if she wanted to pay the fee. It was the material amount of money that he would recommend doing. She opted to do it and so he did a scope. He found there was a bit of distortion in the line. Thereafter, he told us to be careful in using too many water devices at one time. Fortunately, we did not have the issue reoccur. I think using a scope is part of the diagnosis process and should have been covered by AHS' warranty. And so, I was disappointed that it was declined when the plumber called in for permission to do it.

The problem that we had I didn't pursue with AHS because we could not get to a person. I've been on hold for as long as 45 to 60 minutes. They seem so understaffed that you wait on hold for eternity. Furthermore, they have no way to provide feedback or ask questions on their website. You can only either file a claim or check on an existing claim that you've already filed. And so, I had no choice but to call and have a very difficult time getting a live person.

I had to resubmit the information, like twice because they were saying that the contractor’s number wasn’t on there, which wasn’t stated the first time I talked with them. It has its address, the statement and the amount that was charged to me for the work. Then, I had to resubmit it with his certificate number. I sent them the information through fax which I wasn’t sure that they had gotten. I had to call them to make sure because I didn’t get an email saying that they got it. After that, it was a week that I received the refund.

GE told me that there's nothing wrong with the washer and that it's just the way it is. However the technician insinuated that he's had issues with this particular washer before. So, I contacted American Home Shield back and told them that I don’t want the washer. I’d rather trade it in and do a replacement with cash and then I’ll just go to the store and buy my own washer. But they told me that that’s not how this works. Once the unit is delivered, the claim is over. So I’m stuck with the washer until I just want to abandon it. If I had gone to Best Buy and gotten a washer I would have lost 25% of the cost of it, but they would have taken it back.

AHS should also hire more call center reps because calling them at any point in time in that particular claim required me to at least set aside half an hour of being on hold before somebody would actually come to the phone. But once they get on the phone, it’s all fine. They’re cordial. They do their job properly. I understand that they can only do what the company allows them to do but the amount of time that a person has to wait to get a person is somewhat unreasonable.

The tenant in my rental house said there was a leak under the sink and thought it was the garbage disposal, so I told AHS about it. When I talked to the company that was gonna come out, they said they can’t fix the issue if it’s a leak and it’s not the garbage disposal. It had to say leak. So I called back, waited to talk to someone and they put "leak". AHS set up one company to come, which I wanted to use, but then, they gave the job to a different company and I had given the credit card to the first company. I had put in was 300 and something dollars, so with $75, it was well worth it. But about two or three weeks after the company serviced us, I got an email saying they haven’t been paid. The first company never switched it over.

The guy also said he'd call me 30 minutes before he got there and he didn’t. The tenant called, said the guy was there and he was practically done by the time I could’ve arrived. All in all, the company that did the service was good, but trying to deal with American Home Shield to get service was horrible. I would not recommend them to anybody.

I stated this did not make sense and if they could get a second company to quote a cost per pound of Freon. I was informed no, this could not be done and if I was unhappy with the cost they would send me the money from the quote to replace the compressor and I could find a company to complete the fix. If I wanted to do all the work I would not be paying a home warranty company for this service. $600 for a $2000 fix just does not seem like a warranty to me. First I am paying 22% of the total cost of the repair plus paying the $75 service all and $60 a month for the warranty program. This is not much a warranty program in my opinion and cannot believe they would not assist in finding a possible cheaper solution. This does not seem like a warranty plan working as a warranty should work.

The technician then started yelling I need a broom to clean up the water. He then took off fast and didn't want to say anything to my husband or myself. I called AHS immediately and told them that the guy really BROKE the boiler. I began to call that company and was told a BIG FAT LIE. (The tech said my hot water was NEVER working and that when he arrived the boiler was leaking. Next thing I know this company and AHS says I need 8,000.00 to replace the boiler. I asked for a 2nd opinion, from a reputable company and unfortunately my boiler is now cracked and it will cost 6,000.00 to replace it.

I should not have to pay for this due to the fact that AHS sent this company to my home that has REALLY BAD reviews of breaking and messing people's property up. When does AHS take responsibility for the companies that they contract out to when helping their customers? When does AHS back their customers and help them in situations like this? I have called AHS so many times I can't begin to count. I'm always placed on hold for about 20 minutes so they can review "the notes" then I asked for a SUPERVISOR, in which I never get to speak to one. As they will ALWAYS call back --- and NEVER do.

OR they tell the customer service rep to review it and then they will call me. I am sick and tired or going in circles with AHS. Should I now proceed to call a news company to help me get some answers? Because I still DO NOT have hot water. Mind you winter will be here soon and the boiler also run my heat. I guess my family means absolutely NOTHING to AHS. I'm pretty sure AHS employees are happy because they have hot water. PS. This is the 2nd time AHS has done me wrong being that when my air was actually broken, the company assigned guy quit and took my fan motor with him. In the heat of the summer I had to wait exactly 1 month to finally get some air.

I spent 3 weeks trying to get a diagnostics and still didn't get an educated opinion. They had already denied the claim for it based off of something... without a diagnostics. It took 4 calls and a lot of yelling to even get a supervisor. We now have second opinion coming. This is the third time I have had to get a second opinion for three different issues. The first two times saved me $100's and I am hoping this one will too. I would love to edit this later and say it was good. I will not change that 2 stars based off of repeat calls, hold times, miscommunications, and poor contractors.

I noticed on my dryer since it took them two or three times to actually fix it that they didn't have any visibility into the first fix. My complaint with the dryer was that it sounded like cars crashing and when the bins bump it was so loud and you couldn't do anything else in the house. They fixed the motherboard but it didn't stop the problem. When the second person came back they said, "Well if the motherboard was broken it's got nothing to do with the bin." And I was like, "What the heck. The bin is the problem."

I phoned in but by the time they came it had stopped spinning altogether. So my husband and I thought that it must be some kind of a mechanical issue because it sounded like grinding and crashing and then it just quit working. They came back to do the fix. It was a giant piece of silt that wrapped around the bin. They brought the part with them and fixed it that second visit. The company was quite nice

We bought the house with this warranty so we've kept it up because you always worry that something huge will break in an older house. So we just want to bank on the warranty. We've been thrilled with the service. It's just kind of the way it goes. They're hit-or-miss and they did charge either way. You have to be vigilant about taking vendors off the list of people that are allowed to come to your house. Because for instance we had a company come to fix our washing machine a couple of years ago. I called AHS and said, “Just don’t have this company come anymore because they don’t come when they say they’re gonna come. And they said they were coming back in a week to fix it with the part. They never showed up.”

When I finally got somebody on the phone, they said ”American Home Shield should have called you and told you that they don’t want us to fix it at all. They want to get you a new washer.” And I’m like, “No one has called. No one from Home Shield has called. Nobody. Nothing.” And I kind of didn’t believe them, anyway. And then, when I talked to Home Shield, like two weeks later, after somebody finally called me back, they said, “Oh well they haven’t even turned in their estimate the day you talked to them.”

So we went three weeks without a washing machine. That’s why I don’t recommend them. They don’t do things in a timely fashion. They seem to always remove the coverage from that one little thing that you’d think they would have covered. Then I had to pay shipping and I have to pay something else too. That new free washing machine cost me over $200, which is not very much for a washing machine but I could’ve gone out and bought one of my own for not much more than that.

The contractor that came took a good look inside and outside and they were adamant about what the problem was. They came out when they said they would come in and they were very nice and very efficient. The unit’s been working now, it’s blowing cold air and we're happy. The insurance is there and you hope you never need it but we needed it and we’re covered so we're grateful that we got it. We had to wait that the unit and the parts were right because there's nothing worse than coming out and finding that they couldn't do the job. They’re very professional and they did everything they said they would do so I can't ask for anything more than that. Everything was fine.

The company yesterday was Total Air Care. They had three visits in the last two weeks. The first visit, the guy came out at night time and started to work on the system. Then he was outside on the condenser and it started to rain and he said, “Oh, I can’t work on it if there’s lightning and rain because it’s dangerous.” So, I believe it’s company policy, so he left. The guy came two days later because now my ceiling starts leaking from the upstairs unit and through the actual sheetrock of the ceiling. A guy comes two days later and goes, “There is a drain pipe here that was not connected,” and shows it to me. And I said, “Wait a minute. That was connected before.” He goes, “Yeah, there must have been someone working on your air conditioning system because this was clearly disconnected recently and that’s where it’s draining from.” I said, “Well, it was your company that was there two days before.”

Now, I didn’t claim and I’m just fixing it myself. But it was just carelessness. So, the guy then reattaches the drain pipe and said, “Okay, everything is fixed.” I said, “Well, but that still doesn’t fix the air conditioning. Nobody’s fixed the issue.” He goes, “Well everything looks fine to me.” then he left. Then a guy came yesterday because a couple of days later, the air conditioning was not working again. He said, “Well, I really can’t find the leak until the pressure goes down further. So, you’re going to have to kind of wait until it starts to malfunction the worst, then call us back.” So, there’ll be a fourth visit sometime in the next week, rather than them actually spending the time to try to figure it out.

Before, there also was one contractor that AHS sent and that was horrific. They said they had to put in Freon. And he was going to charge me two and a half times with the market rate to buy Freon. He said, “Well, we do that because we don’t make any real money from American Home Shield from the service call. So, this is how we make our money. It’s off the Freon." I said, “So, let me get this straight. I buy a home warranty and then I pay $75 for you to make a visit. Since that’s not enough money for you, you bilk me and overcharge me for the Freon that goes into my system. No way. I’m not going to do that. I’ll pay someone else to put the Freon.”

“Well, you can’t do that. That’s just the way it is. If it’s under the home warranty, it invalidates the home warranty.” So, essentially it was fraud. And I challenged it and I ended up disputing 50% of the charge of my platinum card and won the case and got it removed. But it was $1,000. And the guy was like, “Well, yeah, that’s just the way it works. That’s our business motto. It’s the only way we’d survive being one working for American Home Shield ‘cause they don’t pay us.”

What I’ve had to do twice in the last month is to call another company in the middle of the night to come out and do an emergency call to pump in Freon. The bigger issue remains, which is figure out the leak. Contractors were there for 30 minutes. And they go, "It’s a lot of work.” And then, half of them will try to talk you into this idea of, “Well, this is an old system. You really should replace it. We have a deal that if you buy a new system from us, it would have cost this amount and the energy efficiency.” but not through my home warranty. So, they’re trying to sell me something on the side.

I’ve had AHS on other things. Had to come out to our pool system where the contractors have been honest and said, “Listen, they would do absolutely anything to not replace a piece of equipment. So, I’m going to have to really write this up and send pictures and show that there’s no other way but to replace this.” It’s a very frustrating thing. And whenever I call and wish to talk to one who has some authority, it’s almost impossible. You get the run around, get transferred to 12 different people, get promised call back but they won’t call you back. You really have to work hard to be able to get to somebody who’s going to be able to give you a straight answer.

My experience with them has been frustrating and challenging. It’s too much work for the price. But the problem is, when you own a home, especially if the home is 16, 17 years old, you buy the home and you get a home warranty because you don’t know which is going to go wrong. I would rather pay more for better service and know that someone’s actually going to take care of it without me having to battle them every time than to pay the price that I do and to have the frustration that comes with fighting them over everything. I wish they had a premium package where they’d charge 50% or 75% more and if something comes wrong, come quicker, fix it better and replace things when they need to get replaced. I’d sign up for that tomorrow.

We had a hot water heater go out about six weeks ago. It took several days for the vendor or repairman to come, then it was going to take almost two weeks to order parts and another week to install them. By that time, we were without hot water for over two weeks. I called AHS but I didn’t get any answer. I called somebody else and they came and fixed our hot water heater the next day. After this, I called AHS again and they said I should’ve requested a new vendor ‘cause they weren’t going to cover it. I paid for the repair out of my pocket.

The performance of the air conditioner is fine. I never had a problem with AHS. This is the first time because they used to have this company they call Amen. Every time I have a problem with the air-conditioner or the heating, that’s the company that they send. But this time, they sent somebody different. And I even asked the girl what happened to Amen Air and she said that they’re not with them any longer.

I didn’t care too much for this one. He tried to pull a fast one on me but I’m, uh-uh. American Home Shield is always very helpful that they kind of walk with you. They make sure that what is supposed to be done is done. But I would like to have more flexibility sometimes with the contractors. I usually use AHS because my contract covers the motor for my pool and it went. But the person that cleans my pool has been with me for 10 years and he also does repairs. So, when I call and ask them if they can give me an authorization for that, they said no. When I asked them if I can use him, pay him and then, for them to reimburse me, they told me, “No.” I let them know I was very skeptical because they’re gonna send somebody to my house that I don’t know versus a person I’ve known for 10 years.

We live in Florida and are in the depths of summer (average temps the past few weeks have been 96! - Not to mention the 'feel' temps over 100+!). I called American Home Shield immediately and asked that they come out ASAP to evaluate and repair. Next day - no call back as of yet so I reached out and after about a 30 min hold got in touch with customer service. She authorized the review by a technician and sent out a request for Total Air Care to contact me. I had to contact Total Air Care to get the ball started as well. I explained that we had just had a repair done about 4 months ago and she said that it wasn't their problem since the repair was only covered for 60 days. She was able to schedule someone to get out the next day so that was a plus!

I ended up having an emergency surgical procedure the next day and called Total Air Care to see if there was a way they could jump start the review before I went to the surgery center. I explained at that time that it was going to be detrimental to my health to come back to a hot home - temps inside were averaging 95+. (I was on hold with Total Air Care for over 30 min before I could actually speak with anyone). She wasn't able to expedite it but assured me they would get out there that day to get it started. Tony came out and worked with my dad and husband to discuss the repairs needed - explained that the compressor had gone bad and that the system was so old (12 yrs) that we are going to continue to have a need to replace this compressor.

He suggested that we contact American Home Shield and ask that they look to replace the AC unit entirely since replacing the compressor was just like putting a band-aid on a broken system over and over - expecting it to hold on but it'll continue to go bad. He noted on the work order that the breaker was being tripped over and over and he replaced the starter kit and the pump tripped it again. Came home after the surgery to no AC - husband did his best to find ways to keep me cool and had to buy a portable window AC (another $500 spent). Next day I called American Home Shield - per the technician and was on hold for over 40 min. Finally got in touch with a very caring service rep. She understood the situation and got me in touch with her supervisor.

Supervisor was less than friendly and told me: A) No idea why a tech would tell me such information and B) There is nothing she can do about this. All of a sudden I felt as if this entire thing was our fault. I explained to the supervisor, as the technician had explained, that we will have put over $1500 into this (between April and Aug repairs) plus the cost they are putting out to replace this compressor now twice and we could have put that money to a new unit. I was told that if the compressor is the problem part - American Home Shield will not have to pay anything as that part was just replaced in April so it has a 1yr warranty for them. HOWEVER, although they have a one year warranty - we still have to pay: A) the deductible and B) the cost for new refrigerant, AGAIN! And this is NOT their problem. If I had more issues with this - I can wait for the authorization dept to call me.

48 hours later the authorization department called me (at 4 pm on a Friday!). Authorization dept advised they were approving for the compressor to be replaced and Total Air care would contact me but that I would still need to pay another $605 for refrigerant. I explained to the gentleman that called us that our concern was, as the technician explained to us, that we were putting a band-aid on the bigger problem with the compressor going down again. I reiterated that the cost that we've outlaid plus the cost that they have put out would equate to a new system. He reviewed the details and was in agreement with this, only problem was that the technician didn't put this detail on the work order. He said he would reach out to Total Air Care and would contact me back first of next week or someone else on the team would be in contact.

By Tuesday afternoon we heard nothing more so I reached out to American Home Shield. After waiting 40 min, I was able to speak with customer service to get status on the claim. She explained that the claim had been denied on Friday and was communicated to me (?!?), I shared what happened on Friday so she read more of the notes and reiterated the claim was denied and that the gentleman we spoke with on Friday left a message for Total Air Care to get more information and so far they haven't received more info to process this. I was flabbergasted that this was in denial mode and nothing was being done. She said I would have to speak with the authorization department to get more details so she transferred me (blind transfer!) - on hold for another 25 min before speaking with someone. Explained to the new rep what was going on and she immediately said - the work order is scheduled to be complete by Friday, 8/18.

I asked what is it that will be completed because I haven't authorized anything yet because we were in conversations about exactly which way we're going with this!?! She said that I needed to give this some more time and it would be complete by Friday. I reiterated I had a surgical procedure and sitting in this hot house is not doing me any good! She then wanted to debate and argue with me on why I was even transferred to her department to begin with. I asked that she stop talking about this because I was not in the mood to debate or argue over why I was transferred to her or what the previous rep explained to me. I just simply wanted to know the progress on getting our system fixed.

She continued for a bit longer and I wouldn't entertain the conversation, she finally put me on hold a few times and then came back and said she would need to contact Total Air Care herself to figure out what was being done and what was said. (Thank you!) After being on the phone now for a total of 85 min now --- she returned to explain that she's not sure what the technician told us or why he would have said that but that the only reason the compressor needed to be replaced was because it was tripped. She reiterated that they would not have to pay anything for the compressor because it is within their warranty period but that we would still be responsible for the full charges.

That afternoon we received a call to authorize the repair with Total Air Care and again I reiterated I needed this done ASAP. The next day (Wednesday) Total Air Care called me to schedule repair and the earliest they could come out was on Friday afternoon. Technician came Friday afternoon (it was a monsoon-pouring!). He would not start anything until the $605 had been paid. I questioned if he would be able to complete the work with the rain, he said he hoped to but he'd have to wait to see if it let up. He took my credit card charge and proceeded to go back to his van and sit. I was hugely nervous that he was going to leave. I never was given a bill or anything - just a demand for my credit card.

Finally at 6 pm the system was fixed. We asked if he fixed whatever was tripping it and he said that is not something he would handle and we would need to get an electrician out here (???). As far as he's concerned, we have a Cadillac system at this point and nothing more can be done. We said we hoped the compressor doesn't go bad again! So what I learned with this is: Wait times to speak to a live body both with American Home Shield and Total Air Care are horribly long. No urgency is put to anything - no matter if their customer is sick or not, which I explained on numerous occasions! American Home Shield is protected by manufacturer warranty but the consumer is not!

Total Air Care technician may explain one thing to you verbally but won't stand behind it unless it's in writing ---- so if they say something, confirm it's in writing on the work order! Total Air Care needs to be more forthcoming with what they are actually doing. They led us to believe there was one problem when in fact it may not have been the source to begin with. They also messed with our system and weren't very clear with what was done. It makes us question exactly what was done with our system but alas we are at their mercy since they contract with the warranty company.

I completed the process of inputting my credit card information and clicked submit. I immediately received an email "Your payment method has been updated." I did this one month before the deadline. Three months later I go to the AHS website to see whether my policy has been paid. Upon looking at past payments, I was up to date in payments. Two months later, I realized I need to call for service because my HVAC unit is leaking. I tried to request for service online, but couldn't so I called AHS. After the hour wait, I was informed that my policy had been cancelled 5 months ago due to nonpayment. WHAT!! Remind you the site on my policy showed up to date payments beyond the date my policy was "cancelled". After 3 weeks of talking with over a dozen people, I am being told that I should have called instead of provide a credit card online because I was getting a new policy. WHAT???

Nothing in the letter from AHS stated that I was getting a new policy, it only requested an alternative payment method! After having a revolving policy for 16 years why would I let that lapse! They finally approved the repair to then inform me that I have to pay $250 plus the Freon for items not covered. The total cost to me was $970. If I had gone without AHS, my cost would have been $1100. What have I benefited with AHS these 16 years; $130? Not to mention they also went up on the service fee $25 more with this new policy!

I am disgruntled because I was treated as if the lack of payment was my fault. Even though in their system, they also saw updated payments beyond the cancellation date. The service call fee has almost doubled in the past 3 years to then have to pay 75% of the repair! I have found a new company through a referral who knows how to treat loyal customers. You will not eliminate sudden high cost of your appliances with AHS. Expect to pay a high cost out of pocket to fix your old appliances while AHS pays pennies.

Interaction with the technician was good. But what hampered the situation a bit is that it would have been quicker if warranty folks were not involved in the whole process. They have certain technicians within the warranty program and we had issues with the leak detection people and who will come. It took two weeks to get it fixed which I think is a little excessive. I don’t know if they work for American Home Shield or a subsidiary / secondary partner. However, the people at American Home Shield are nice, the process and how it works, understanding as a consumer that it's a warranty and insurance business.

Same thing happened with our previous claim. When the technicians knew it’s under warranty claim, the timeliness to get the job done changes that. They realized they are not getting paid as much as it was for a normal request. Our prior claim was for the air handler of our air conditioner. The drip pan gets clogged and it overflows. We’ve claimed more than once with the same company. Last year, HVAC company sends out the same crew and the float switch they placed didn’t work. They came out this year and mentioned that it would really help if we’d sign up for a buy-in maintenance contract with them. My husband said he’ll decide on getting the maintenance contract but he wanted the problem fixed first since they were the same people that placed the faulty switch which caused the damage.

The claim to get our new drip pan that would cost $150 and another $100 or $150 for labor was declined. The warranty company said it was based on poor maintenance of the unit. I mentioned that they are the same people who come out and they are supposed to do the maintenance of the unit. I am not a licensed HVAC technician, so I would not know what else to do other than what they tell me. It seems that when we did not agree with getting the maintenance contract, they made sure that we did not get the work done. That for me is unethical.

I have been paying for 17 years and I just need something replaced based on age of the equipment. I don’t think that the technicians should determine whether I get my claim handled or not. Not in that respect. I wouldn’t discourage the company but they should not have your hands tied since you pay them every month. The people at American Home Shield when you call, you could wait couple of hours, but when you finally get to them they are all very nice and are just doing their job.

Normally, AHS sends me an invoice for my deductible for the service call and I was expecting to get an invoice, but this time they went directly into my account and took the money out automatically, which was unusual. Then they charged an overdraft, even if the bill has been paid. I have the overdraft protection and I was surprised that this happened. Also, I don't use that account to pay bills on a routine basis because I use another account for my payments. The first time I used AHS, I also got an invoice but I paid through another account. I'm a minister and they charged the church's account, and I don't pay personal bills on that account, so that was puzzling for me. I had to do something to get that corrected so I called AHS and reported the matter. Other than that, my experience with AHS has been very good overall and I have recommended them to several friends already.

Other than that, the service was good. I had two different contractors whom they sent out and they've been out here for three or four times. They had to come and see what's wrong with it. Then they send the order in for the part that needs replacing and then they come back and put it in. I'm familiar with a couple of them and I even told the last repair guy who was out here that he was the first one I would call if it breaks again. But, the performance of the air conditioner has been good since the last repair.

I'm dealing with a situation now wherein a work order was canceled and it still went to my credit card. I spoke with someone in retention the other day and it was probably one of the most heated conversations I had regarding it. She wasn't able to give me the cancellation number, which my credit card company had told me is important and to be sure that I get it. She said there was no such thing and that there would be something that would come in the mail. Their note would be what was used to track when you cancel.

I brought up the fact that when I was dropped by American Home Shield the end of 2016, I received a letter saying that they would no longer be able to service me. I had two different houses, one of which had multiple work order. I did not renew that one but I was getting ready to sell my house in 2017 and I wanted to have a safety net there. A salesperson called me several times from American Home Shield trying to get me to return. They were raising my rate by $30 a month, but then I thought I've only got a few months left and might as well do it.

This was in February and I found out they billed for two months because my initial contract renewed in January. It makes me nervous that because American Home Shield has my credit card number, I'm not sure what's going to happen as well as not being able to have a number to track the fact that I canceled this. Then when I went to give my new address, they said they have it. I don't know how they have it, which was disturbing to me too.

I also am beginning to think that the call centers are not manned to the capacity that's necessary to serve the customers. Any time I called in the last few months, I'm on hold for up to an hour. We're getting ready to buy another house and I'm sure to use other warranty companies out there because I have had so much trouble just getting in touch with American Home Shield on the phone. The contractors do the work that's necessary but it's hard to get them. It was having to wait, sometimes up to a week, in the middle of summer. Fans running in the house when it's 90 plus degrees is just not going to cut it. So this last time, I just figured out who AHS were going to send and so I canceled the work order so I could use somebody local and then just pay out of pocket.

On the other hand, what happened with the AC was that water ended up sitting up in my attic and then became mold. I have a two-story ceiling front room. Now I have had to cut out my whole ceiling which AHS is not going to pay for. I have scaffolding in my front room and dust all over my house from cutting out the ceiling because there was water left up there from a month ago when the air conditioning company was here.

In both instances, whether it's the AC or the pool, all the phone calls, e-mails and the time that it takes to talk to them makes the problem worse. I told the guy at AHS, Jeff who is the higher-up service rep guy, that the longer this problem sits, the worse it gets like what happened to my ceiling. $3,000 later, I still have to fix it and it's not money I'm going to recoup from American Home Shield.

AHS wants to help but they also have to rely on servicing and if the people servicing aren't the best or honest, then these problems persist. Now I'm bitter but I have no choice but to use them because it's warranted. But it's getting worse. If I have to call AHS and make a new claim, I can go online, make the claim and have no problems. However, if it's an issue wherein I have to re-call, I have to put the call on speaker because it could be 45 minutes at least before I speak to someone.

I spend my day trying to chase down American Home Shield or their contractor to see if they will help me. When I talked to higher ups and told them about my problems, they don't say anything. They only want to make sure that someone came out. It's frustrating because I know if I just call the company that changed my salt cells out, they would do that. But it doesn't seem to be convincing enough to whoever comes out or whoever barely comes out or lies that they came out.

Also, it's frustrating to get service. If the contractors who come out have to order a part, they have to go through AHS. The pool company guy kept saying that we had to re-call. I had to call three times and it was 45 minutes every time I called in to get AHS to re-call. Thanks to AHS, I have a new motor in my pool though. But after the motor broke and the salt cell broke, they were totally different. They saved me money on the motor but also led to a lot of expenses. Also if I had hired my own air conditioning company, maybe I wouldn't have had water up in the ceiling or had my ceiling caving in.

I informed the rep about them sending the email to my wife that they are diagnosing the AC. She said that's not true 'cause she monitored the call, recorded it and laid it for him. Hudson Bridge said they called me six times on Tuesday when it went out. The next day, I called them more than that, which was when they told me they couldn't come till Friday. By this time, the rep was already looking for someone else, which is Metro Heating & Air. Because there was so much going on and so many people with air conditioning units breaking down, they wouldn't be able to get to me till 6:00 or 7:00 o'clock. I said okay because I had dealt with them before. I couldn't get my furnace to stay lit and they sent Tommy out. He's very good at what he does and he came and did that for me in the winter. This summer, Tommy came at the time he said he would and got the AC working instantly. With Metro Air, I had quite a fantastic end result, and that was fine.

I had a clog with my floor line, and AHS sent A&A plumbing. They ended up telling me that the problem is not in my line, but in the toilet itself. There was a lot of grease and hair over the period of 10 years that I've been in the house. That's why it got clogged and wouldn't move. I was told it wasn’t covered in my warranty and it ended up costing me $675. I want to know in detail how much of a coverage does Home Shield cover. Other than that, I've had a great experience with American Home Shield. I'm glad I have them and I would still recommend them.

I schedule a service call online. I receive no confirmation other than I will get an email confirmation. Which I never got. I also never got an estimated time frame. No, we will get back with you in an hour, tomorrow, the next day? I go to Facebook. Message the company there, get a response stating that due to higher volumes turn around is longer than anticipated. But again no time frame. I ask, today, tomorrow, longer? I was not answered accordingly. The response was, "We apologize for the delayed response, someone will contact you as soon as possible." I respond with, "Right! Is this today, tomorrow, longer?" I was told it would not be prior to the next 2 days!

So here I am, with a paid service, a broken air conditioner, in 95+ degree weather with thousands of dollars of saltwater coral dying due to increasing temperature (hence the insurance that is proving invaluable), 3 young children, 2 long haired standard poodles. I'm now out $600 in window units to attempt to make it through. Still no response from anyone! Unacceptable. I should at the very least have a phone call within 6-12 hours explaining how this would work, the time frame of any delays. Not 48+ hours.

However, the technicians needed a new coil and they had to order a part and get approval. Then they came again and replaced it. Now, it's all fixed very well and taken care of. Our only complaint was we didn't have to have some Freon put into the unit. AHS sent us a letter saying they're only paying $10 a gallon and we needed two gallons. We paid $200 for the freon and they only paid $20 which was only a small part of the charge for the freon. We also paid a $75 service call fee for them to come and figure out what's wrong with it. Other than that, AHS has been very proactive and that makes a big difference.

The second company came out and assessed the situation. We called them almost every day for two weeks and they kept telling us that they were waiting on AHS to approve for them a contract with someone else because they didn't have cameras for our type of issue. My husband called American Home Shield because nothing was getting done with the second company and when they called, the company said that they couldn't fix our issue. After two weeks of us dealing with them, they told us they couldn't do it.

Today we have our third plumbing company coming out and I really hope we're not paying for it. It's been a month since we started this process. While we've had our refrigerator and dishwasher fixed before and every other contractor has been great, the plumbing service has been terrible for the area that we're in. It's been so bad that we're thinking of hiring our own plumbing company. We are at that point wherein we just need to get it done. Also, we have water under our tile so I really hope it’s not molding because that is an even bigger issue.

It took a week to finally find a company that services our area. They came out and repaired the pump of the pool. We hired somebody from Angie’s List to clean the pool. When the pool was opened, the pump wasn’t working right. So again, we had to call AHS and put in another request. Of course, their first thing to ask was, “Oh, we fixed it. What are you talking about?” We had to argue with them to get them to go back out there and check it. And it turns out, the contractors didn’t repair it completely. They had to add some more parts and they’re still waiting on one more part that’s coming on Tuesday. We put in the original work request about a month ago now. We just moved out and we had promised our kids the pool. And then the renters who moved in had planned a pool party, so it made us look bad because they plan on using the pool when they move in.

Overall, AHS' customer service is good. But they’re not doing what they’re supposed to do because we still end up with the same problem—calling back the contractors ourselves and going back and forth with AHS because the contractors don’t service our area. Also, each time I called in, I had to wait almost an hour before I can talk to somebody. Though once I’m on the phone with somebody, they have been polite and they try to take care of us as much as they could.

Our service with AHS wasn’t working good. It’s like they’re leaving us in the middle. We’re paying them for a service. We went online to use a service that’s free to find a person to clean the pool and that took us five minutes. And within the next 30 minutes, we had three people calling us. As much as it has been a bad experience, a lot of it too has something to do with our area and the contractors. But I’ve already looked up other similar companies with AHS because of the bad experience we’ve had with them.

Another problem ahead is that 9 out of 10 times the repairman who comes doesn’t have the part needed for the repair. So now, they have to order the part through American Home Shield. AHS will order the parts and then it's sent to the repairman. Then they will call and schedule an appointment whenever they see fit. What happened to me was, my washer quit, I called AHS, and the assigned man came out. He’s a wonderful and very experienced repairman. He's the one I'd always want to use if I had any more problems. He ordered the part and told me he'll let me know when it came in. It went on for six days and I never got a call. I called and was told by AHS that they just got the order that day. That was a lie. I watched the repairman as he ordered the part when he was here in my house. And he showed me the documentation. He came back when the part arrived and got the washing machine fixed.

While we were waiting for the washer part, my dryer quit too. I called American Home Shield and they sent out another guy. It was another four days before he came out. The guy said he's seen one of these before. And that gives a lot of confidence, but then he had to call his buddy by Facetime to find out what's wrong with it. Then he orders a bunch of parts and AHS said the parts are back order for two weeks. He came back and worked on the dryer from 2:30 to 8:00 o'clock at night on a Friday. The thing works and he doesn't check it out. So I called the washer man and he told me what was wrong with the dryer. It took a month to get the washer and dryer fixed. But they’re performing now and working like a champ.

Both contractors have great demeanors about them. The dryer guy just hadn't been doing it that long. But the washer man, Joe, has been doing it forever and is outstanding. He knew exactly what he was doing. He tried to fix it without ordering a new part. But he said, "I'm sorry, I'm just going have to order this part." He tried for 30 or 40 minutes to get it to work. The AHS reps on the other hand, they’re less than a customer service type person sometimes and need more training. But they're very good sometimes. When I had this thing with ordering the parts for the washing machine, the rep was curt and she tried to put the blame on the repair person. I'm American Home Shield's customer, not the customer of the repairman, and he's their contractor. I pay AHS and I will always check with them, not with that contractor.

AHS can streamline a lot of things. They want to order parts because they get them cheaper because of the volume they order and the repair people have to go through them. I've been told by repair people they have the part on the truck but they can't put it on because they should order it through AHS. That's not good. If they got the part on their truck, then they ought to be able to fix it in one trip. Look what that saves everybody. They should also look at having closer distribution centers or part centers. Like, I live in Birmingham, Alabama, my center should be Atlanta, not New York or California. That would cut down the waiting time.

Another thing is that it’s as if customers have to take all day long to wait for a repairman. The repair people can't tell in a three-hour span when they're going to arrive. And customers take off work. Then all of a sudden, the repairman doesn't come or there's something comes up or they get delayed. I understand getting delayed. But they should have the decency to call.

KNS Plumbing's response was quick. If they called on a Monday, they would be there between Wednesday to Friday. Their technician explained everything to me and did his job. He went down there and got the Roto-Rooter, popped it and basically got the block out. But we think that the septic tank might still be full because it's still backing up. So, we are going to have a septic company, ATC come down.

With ATC, I waited about a week but they never called. When I called them up, the lady said she didn’t tell Home Shield that it's going to take three or four weeks for them to get out here. I told them I want to make sure it was actually in the process. She responded that the 21st will be the best window to get here. I do not know who they contracted that time but they never called to set it up with me. I had to call them about a week and a half to make sure that it is going through the process. They may have been busy and must have slipped their mind. And I'm not holding that against them. But if contractors are supposed to call within a certain time limit, AHS should make sure the contractors understand they need to do that. Overall I didn’t have any problems with the claim I made with American Home Shield. They had prompt service and were easy to get in contact.

Submitting a claim was fine. I really rather do it personally, but the day was ending and I knew that they were going to be gone and I wanted to get it in. So, I just got off the phone and went online to submit the claim. It worked pretty well and I was surprised. We've had American Home Shield for a long time and they have been excellent and worth the money that we spent over time. They saved just a fair amount of money.

I had an experience with one of their vendors, though. I'm not sure if they do background consumer checks on all their vendors. I went to the Better Business Bureau online while they were here and they got bad ratings and found out later that they were being investigated for fraud by an insurance company. I am disappointed that American Home Shield did not do extensive enough check on one vendor because what that vendor did was refer me to a kitchen supply company and that they were going to redo my whole kitchen and I just knew something was off. They were there within 30 minutes after the plumber had left and I was not pleased by that. I just don’t think they do an adequate job.

I now vet the vendor with the Better Business Bureau before I say yes to them. It should be unnecessary as much as I'm paying American Home Shield the monthly charge. But overall, my experience has been quite good, with just some questions about how they vet their vendors because they need to do a more extensive job of that.

But once the contractor came, he did a great job and fixed the refrigerator. The contractor was there for only 20 minutes and he found the problem quickly. We pulled the refrigerator out and he inspected everything, and he found that there was a hose that had kinks. He took apart the right things and got the job done, and we were happy with what he did which was aboveboard and transparent since he showed me everything that he was doing. We had a handle on the refrigerator break, too, but that part is no longer produced by the manufacturer, and the contractor told us quickly that he couldn't do anything about that. He also gave me a bunch of contact information for him in case there's a future leak. The performance of the refrigerator has been excellent since the repair.