American Home Shield Reviews

We, however, had issue after issue with the well company. The most frustrating part was when I filed a claim and the person who I spoke to in the beginning from American Home Shield who said, “No problem. We’ll take care of everything”, didn’t put in an authorization code into the computer and that caused another issue down the road for the well company to get paid for the pump part that was covered. They needed the authorization code and he didn’t leave it in the computer system for anybody to see what’s going on. It’s been a while and two weeks ago, I talked to the gal at the well company and she said she was still dealing with the authorization codes.

Most of them at American Home Shield that I spoke to were helpful though. There was one that I spoke to and she said, “Well, you don’t have the authorization codes, you don’t have a chance pretty much to get reimbursed for that.” She was one out of several that wasn't helpful but everyone else tried their best to help us get what we needed.

The well company dealt with them more than I needed to and I think that she was so frustrated. She was ready to drop them as a company altogether because she said she doesn’t know if she can deal with them again, and that that was probably the second time that she dealt with them and she can never get them to pay what they need to pay.

The contractor dug a second well. We’ve dealt with them a lot before we even had American Home Shield and they’ve been the best that we’ve ever worked with. Good family company and really nice people. We now have our water back. We did have a little hiccup and the company came back out to make sure everything was good. I also had a good experience with American Home Shield when our refrigerator went out the same time and they replaced it and paid us within a couple of weeks.

When we purchased the home, we had to have a plumber out because there was a problem with the sink. I have not had a problem since the repair. We've never had to have a callback. Just last year, the air conditioning guy that they sent out wanted me to hire him on his off-time to install new air conditioning unit. He wanted us to replace the air conditioning unit and said he could give us a good discount if we would allow him to do it. He did side jobs and we thought that drew up a red flag for us.

So when I had to have the air conditioning people come out this year, I asked AHS if I could request the person who was here initially on the very first time I had to have someone out. Their rep told me that I could request a specific person. So AHS sent the company that was here the very first time and it happened to be the young man that was here the initial call. He remembered coming and told me that there was no need for me to have a new unit. It was perfectly fine and just needed a little dose of Freon and there was a bad switch which he had to replace. We've always had excellent service and we'd never had to call them for anything other than the air conditioning and this pipe burst. I always recommend American Home Shield to our neighbors that are new homeowners. I really believe in what they have to offer.

Original Review: July 21, 2017

So far my experience has been a nightmare, I had my contract with AHS for a full year without any repair needed but on 08/06/17 I reported that my standalone ice maker had stopped working. On 6/12/17 a team of Appliance Repair Experts came and collected their $75 service fee but told me that they were missing a part and would come back the following week to fix my ice maker. They never came back. I called the company and they told me that the part was ordered, then that the part was delivered but not checked in, then that they needed an authorization to send the repair people to my house, etc..

Every time a new excuse, we are now 7/21/17 and still nothing. I tried to call AHS but here too the only answer I had was that they were not responsible if a part had to be ordered and it could take time. The issue is not the part to be ordered but all the excuses the repair company has been giving me for not repairing my unit. I even now wonder if they have the intention of repairing it and have even ordered the part or are just a scam to collect the $75 service fee. When I asked what part number it was they refused to give it to me.

Oh I also forgot to say that to get them or get AHS on the phone is very challenging. I am placed on hold or even disconnected before someone answers the phone. Yes I can say that I am very dissatisfied with the experience and if I have to hire my own repair company to repair my ice maker, I will spread the word that AHS is not to be trusted with your appliances.

My husband and I have tried to work with them 3 different times over the last couple months (we had a problem with our AC and now problems with our plumbing) and we have ended up just paying out of pocket for a local company to make our needed repairs because we cannot get AHS to respond to us. I would not recommend AHS to anyone!

After five minutes I was getting angry and said I just wanted to cancel. Then it got really weird as I was told that I had "one incident" of bad language and if I said it 2 more times I would be cut off. That the system is programmed that way. At that time I asked to speak to a supervisor and was told they didn't have supervisors there. And it would be 45.11 to cancel the contract and I said **. And then she cut me off. There is way more to this strange story. So, if anyone knows how reach into American Home Shield and talk to someone who has some authority. Please tell me.

The people from the companies that AHS sent over were very nice. One contractor they sent said that we needed Freon. I keep hearing the same thing I've heard for the past three years but we're still having issues. Our top unit is still not cooling like it should. I called the contractor back and I told them that I had paid $200 but it didn't seem like the repair helped any.

Thereafter, I had to pay extra money for someone else to come. The next contractor told me that the problem was a leak and that the unit should probably be replaced. The other contractor didn't tell me that. We have had no resolution and so I feel stuck. While the air conditioner is slightly better since the service, the heat still interrupts my sleep. And my experience with AHS has been disappointing but they could do better. My unit is becoming obsolete and that's probably why I'm having these issues which should be addressed.

Everything’s working fine so far. However, there's a part that’s sticking out of the top. Maybe it's the way they had to do it, but it doesn’t look like it did before. So I have to call 'cause I don’t go back there very often. Other than that, it's been a great experience and the setup is easy. I didn’t want to get a new unit and my sister recommended it and so that’s why I started doing it a couple of years ago.

The contractor went step-by-step and told us everything. They told us what they would request from American Home Shield, then got the approval from American Home Shield to order our units. American Home Shield had to do the ordering, and within four days, it was all completely fixed. The contractor cleaned everything up too. We have had American Home Shield for four years, from when we bought our house, and we've been pleased with everyone that they've sent for anything. The policy that my husband and I pay for is worth the money, and we would recommend them to anyone. In fact, we’ve suggested it to our next door neighbors ‘cause they have an older home.

I thought it was Air-Rite's fault so I called them. They would not answer the phone and when they did, I spoke to their receptionist who said that the owner's out in the field. I never got the chance to talk to him. She said they'll call me back and that they're waiting to hear back from what American Home Shield wants them to do. But I did not receive any call from them. She also said to wait for the summer or the winter to be over before I get service. But they told me it's going to be 7 to 10 days and I'm going to take them at their words. I don't want to have to call them every single day and be on hold for 30 minutes or an hour. Last Friday, I was on hold for 40 minutes and the call just cut off.

I also called American Home Shield and was on hold for over an hour. I would call everyday and be on hold. If I did get through with somebody, they would say that they would call me back but they didn't. They also said that Air-Rite came by and tried to get the numbers off the unit but it was painted over. So I've been waiting ever since and it's been over a month. It's been a nightmare and a waste of time. If there's something that I have to pay on my end, that's cool. But I want my air conditioner fixed. I have friends and family that I want to come and visit but it's embarrassing. My daughter's supposed to be here next week with her friends from college and I was telling them to hang out in the basement.

Once I get this air conditioner fixed, I don't ever want to be affiliated with AHS again. This is the worst experience of my life because I feel helpless. There's nothing I can do because I've already been paying premiums. I've also paid a deductible to Air-Rite so AHS owes me. If I cancel the claim, then I'm letting them off the hook. They'd get my money and I got to pay somebody else. I have money and I could've gotten the air conditioner fixed through somebody else. I know too many people and there are too many other avenues. I also got to spend a little bit more money. But I got the warranty with AHS because it was something I figured would be a pretty good deal.

I have pictures, testimony, witnesses. Plumbers that you sent out to my home, even US technician, he found the pan when he saw that he wasn't connected two in a line. I was up there with him at the time that he pulled the pan from underneath. My unit is just horrible service and they say they not responsible but if it's the last thing I do I will get to the bottom of this. So some of y'all contractors don't stand behind a word where they guarantee the work and if they do damage to the customers home they don't want to fix it. They are passing the buck. Nobody knows nothing but I have pictures and they say pictures is worth 1000 words. We shall see but I just always had a bad experience with American Home Shield so thank you for listening.

Original Review: July 20, 2017

I initially contacted AHS on 7/6/17 because our air was not working when we came back home from an out of town trip. I never heard from anyone so I called again on 7/10/17. I was finally contacted on 7/11/17. I was told someone would be out on 7.13.17 (Total Air Care). They came out and said our unit was frozen and they would be back the same day. We paid 100.00 but they didn't do any work. I never heard from anyone so we called back and was hung up on. I called again on 7.14.17 and was told someone would be out on 7.15.17 between 11a-3pm. They didn't show up until after 4 pm. They charged us 150.00 more and said we needed 2 pounds of Freon. I asked why are we needing Freon and if there is a leak. We were told they didn't know.

We asked them to check, they went into the attic and came back down and said nothing was wrong. On 7.18.17 we came home and our home was hot again. I called on 7.19.17 and was told someone would call me the same day. I never got a call so I called again, was told it would take 24-48 hours to receive a call. I called again on today (7.20.17) and spoke with Trellis after holding for 1 hr. Keeping in mind my son is now in the hospital because he is ill due to the heat and it is 107 inside of my home. I was told she looked online and see the weather shows 95 degrees so my issues is not considered an emergency. Additionally, I went to my vehicle to confirm the temperature and my vehicle showed 106. I asked if she needed me to snap a picture of it and I was no.

I was told my issue is not an emergency, there is nothing she could do to help, and I will need to wait until Monday. They are not willing to expedite my order. I'm an extremely upset and no matter how hard I try, EVERY representative that I have spoken with at AHS to date has been EXTREMELY rude, irate, and unhelpful. Trellis told me she is in Texas and she looked at the weather and see it's 95 so I cannot have a tech come sooner, I cannot pay for service and be reimbursed, I must wait.

We ended up calling an independent air conditioning repair company who came out in 45 minutes and was able to fix our issue in 15 minutes. We ended up paying for a repair that should have been at no cost if AHS would have treated this issue with some urgency. Waiting over two days to get the air conditioning fixed is terrible customer service.

Anyway, we called to request service. Come to find out, this is one of those items that they moved to the 'A la-carte' section (dollar more per month) part of the updated contract. Which with the assumption that everything was covered, I did not read the updated fine print of the contract, the washer/dryer are not covered. However since I have purchased the extra for the second refrigerator, it appeared, in the contract that these too were covered. But, again, I was wrong. So, under the impression these were covered and they are not, I had to purchase a new washer.

Now the kicker... Since I was very upset about the washer, and that I was NOT covered, I read over the revised contract and it appears or looks as though the washer/dryer should be covered, since I pay extra for the outside refrigerator. I explained to the AHS representative on the phone that I feel as though I was misled, and she read over it as well and agreed that it was misleading. So with that I wanted to fire AHS as my home warranty, and she obliged and informed me someone would call (retention) the following day.

A couple of weeks later, no call, I then received a letter that, from what I understood is a letter that they will refund me the amount I have paid for the year, minus the amount for administration fee, which I felt was/is fair enough. Today, 13 days after the date of the letter, I see that there is no refund money in the account(s) or check in the mail. I called and asked about it. I was told that the letter was sent to me by mistake. I then began to ask about why would I be sent this and what is the mistake.

Response was, "If you buy car insurance do you get your money back, if you don't use it?" Honestly, depends on the insurance company, and, "You will receive discounts in the future." Since I have this paper and I can take action based on the paper... "Well Mr. I have informed you that you got it in mistake and that you will not be getting any money back." I asked... "Well since I have the evidence here, and you did not inform me that you are recording the call, you have no proof that you have informed me." The representative wished me a good day and then hung up.

AUGH... which brings me to this post. Over the years' experience with AHS and service request, one should take note: If you live in the country, like I do, and you have to make a claim/request for service, you typically have to pay for the actual service, the person that comes to the house in full (after you mess with the request for outside authorization). Pay the contractor and then wait for reimbursement, minus your agreed service fee charges. Not too fun. **Another fine print item: Freon they will reimburse you for. Please look that over, it could get very costly, out of pocket.

If you have expensive items sub-zero refrigerators, please be advise that if they cannot fix it, they will send you a very small portion of the replacement cost for it. For example, if the replacement of the refrigerator is like $12,000.00 they will send you $1500.00, ouch.. Having insurance for items around the house is a good idea, just before you pick AHS, please shop your options.

2 weeks later no refund... I call back and you know what the person I talked to then said!? "Oh I'm sorry. It looks like the previous person you talked to didn't submit for the refund but it was wrote down in the notes. I will submit it for you and it should be there in 7 - 14 days." After many many many phone calls I am STILL waiting on my refund. It has been 2 MONTHS!!! I would never recommend this company to anyone. I am switching to a new company.

Beginning on 7/10 after waiting 30 minutes spoke with a rep who confirmed my phone before proceeding to "help" me but did not call me back when we were "disconnected". Called back but grew weary after 40 minutes of holding. Third call was made on 7/11. After waiting 40 minutes to speak with a rep, I told my story to Arnicia who apologized profusely and promised to look into the matter and call me back... No call back. Fourth Call was to Kanece on 7/12. She promised to look into the matter and call me back on 7/14... No call back. Fifth call to Amber on 7/14. Asked to speak with a supervisor (forgot her name). Apologized and told me that the part would be in between 7/17 and 7/18... It’s 7/20 and no part and no phone call.

I am now of the opinion that American Home Shield and their contractors don't care how long it takes, no one is going to escalate anything, they are going to collect my money premium and get to fixing my refrigerator whenever it suits them, not me. I'm going to start looking for another company. This is crazy, NO PRIDE, NO INTEGRITY.

It was a complete nightmare from the first phone call to the end of the process. I eventually said, “You know what, I’m just going to get my own people.” I had to pay over $2,000 from my pocket just because I cannot wait any longer and got my own contractor because the people almost died in that house. Not to mention the phone calls every day and an hour and ten minutes spent every time I call them.

I called one representative and they just brushed it off and moved on. They need to be well-coordinated and they need to know who they’re working with because the third company they used were either too busy or too expensive or both. When you have kids in the house and the AC is out, this is the first thing you got to address. I’m not even living in that house and I get so frustrated. I could imagine how they felt.

The last time we had the Fast Track Appliance. The man may have been having health issues. But I didn't get a phone call within the 24 hours that they've said. And I called, left messages and he didn't return my call. And when I finally did get him on the fifth time that I tried to call, he said, "I talked to you yesterday." And I'm like, "No, you didn't." He said he had to order a part. And I said, "How can you order a part when you've not even been to my house. And he just said somebody will come out tomorrow. He didn’t even ask if that was convenient. It was a horrible experience. Now, the guy that came out was very nice. But his boss was totally ridiculous.

With the actual repair, dishwasher guy came out, said it's the plumbing. The plumbing guy came out, said it's the dishwasher. He can't do anything 'cause the dishwasher is being done. They did one of the water repairs because after the dishwasher guy came and said, "Now, it's leaking from the pipe. Not me, so you have to replace the pipe." They couldn't replace one of the pipes because it was going to do something to the dishwasher. So the appliance guy had to come back out and do that. And they told me, "You have call the plumber back out because you know I can't do plumbing work," Which if I had just called a person that could have done everything. But American Home Shield makes everybody have their own little job. It's been since mid-May that we've been waiting for this to be complete and we still haven't.

My daughter and her seven children were living with us. We wash dishes for nine people by hand for four weeks because it was all back and forth. When the appliance guy came out and said that it was plumbing, my daughter tried to pay him the service fee. He said he can't collect because he doesn't know what we owe. We had him on the phone and again tried to pay but he refused. Our account got put on hold which delayed this repair a whole week. They told me that I have failed to pay my service call. And that they can't send the plumbing guy out because we’re delinquent. “How can I be delinquent when you've not even told me I owed something?" I'm in credit and collections. You can't tell somebody they're delinquent if you haven't even sent them an invoice. That's horrible. And I told our service rep that the saleslady for this area, that if this has happened before our renewal, we wouldn't have renewed.

When the appliance guy left, I have to call them to send the plumber guy out. That's another 24 to 48 hours before the plumber guy comes out. Then the appliance guy had to come back out. I am not at all happy. And now that we have this plumber thing again, I'm going to have to take off two hours of work to go meet him. I feel like they owe me money. I'm now looking to be self-insured. This has been a horrendous experience.

I have had them out here three times this summer because, even now, my air conditioning runs for 12 hours straight before it stops. On the first time, they said it was low on Freon and they added some. The next time they came, they said it was leaking Freon. They added something that was supposed to stop the Freon from leaking but it's still doing the same thing.

On top of that, American Home Shield doubled my premium a few weeks ago. I'm a widow, on a fixed income and I cannot afford $110 a month for American Home Shield. I'm so angry about it because I bought the insurance so that if something breaks down I would have coverage, but then they penalize me for it. I asked them why they doubled my premium and the lady said that it was doubled because I called so much. But if the air conditioning had been fixed in the first place, I wouldn't have to keep calling. I think, there's something that needs to be done that's expensive and American Home Shield won't authorize the company to fix it. Therefore, I'm calling back and forth and every time I call, it costs me $75 to pay for the service call of $83. That's on top of my premiums that have gone up now and I am very dismayed about that.

I want to know what I'm supposed to do now so I called the company assigned to my air conditioning unit. They were not available so I left a message for them to call me. American Home Shield should send them back out here to find out what's going on with my air conditioner but I shouldn't have to pay another $75 after every $83. Somebody at AHS should take responsibility for repairing my air conditioner and getting it done right. I want my air conditioner fixed and my contract redone.

The technician that came out was excellent though compared to Evans Mechanical. The technician this time was very professional, informative, and courteous. I wasn’t expecting to hear from him until the midweek but it was within some hours when he called. He also explained to me everything that he did. The water that was leaking in my vent has stopped so, it seems like he fixed it. The speedy service that I get from AHS is good. My premium or the amount that I pay a month is good for what could happen at any given moment. Every time I call, they’ve taken care of my problems. I’ve had a good experience, thus far, except for the rude young lady.

I said, “That’s strange. I was told that he’ll let you know what the problem was and what they're basing on it.” She said, “Yes.” So, it took AHS a few days to get what they were supposed to do. Then the gentleman said that he couldn’t touch my unit because of a problem from the previous people that were here. I had to pay him $100 and that money was wasted since he couldn’t do anything.

AHS finally got the alert to get back with Butler, the previous contractor. Butler told AHS that they didn’t do anything. But evidently, Butler did something wrong because no one else has been out here and touched my unit. So AHS told me they're not gonna cover the furnace and it's gonna cost me about $1,000 to get the unit, and I really don’t have that money, so we're just hot. I guess they just took the word of Butler. Then the ARS guy came. He said there’s no place for the filter. It's been totally eliminated and I didn’t know how as I've always had a place to put the filter there and evidently we can't even find that, which was very bizarre.

I was upset because I felt like the AHS should back up the contractor they sent. I canceled my membership and went to another company because I felt like AHS didn’t treat me right. Also, I was on the phone with them for hours waiting on someone to come, and it was three times. That’s ridiculous. Most of my family had AHS, and once I had this incident they started to cancel their contract. AHS is horrible and it's been terrible with them.

I also have another claim with American Home Shield that's still pending and I don't know if it's been resolved or not. The company that did it didn't complete the work and I've had to call in another company. I discovered that if the company reports to AHS that it's completed the work, there's nowhere on the AHS website for the consumer to tell them otherwise. I still have to call back into AHS to tell them that. I also discovered that if I had a real complaint, I would have to put it in writing. I couldn't put it on the AHS website. But the experience has been very good so far and I have been very pleased with AHS. Even though I'm pretty computer savvy, I found that it's much better to talk to people directly when I filed my claims with them because I don't get things right sometimes if I don't talk to people directly. The reps I talked to were very courteous and very nice.

I was going to call American Home Shield to come because my oven is not regulated and not heating right. They've put in a new regulator and a new heating coil. So something is either overlooked or nothing's done right. It's better than it was, but it's still not right. The guy said, "We'll see what happens." If I tell you that you should stay and make sure that it's working right, then open the door and see that the heating elements are not right, don't walk away and say, "Well, let it seep in. Let it this, let it that."

Home Shield is a very good product and very good quality. The subcontractors are worth the money but integrity has to be number one. Not that I'm looking to make the fastest buck and to get the fastest job done and let me just go for it and goodbye. That's the truth and it's not everybody. But it's the last two calls. Richard's Appliance came to me, did the job and then when I called them back and told them it was not done right, I have to call back AHS and do it with them again. So when I called AHS I told them not to send me Richard's Appliance because I don't want to see them again. I asked for Burke’s.

Burke was an amazing person but the truth with the dishwasher was, the wheel was stuck under the edge of where the water comes in and out, so the water sensor wasn't sensing that it needs a water. And that's why he couldn't get to go because the wheel extending from the basket that pushes in and out the dishwasher broke off, and it fell under the tab that goes up when it runs the water. So it never came back down, because the wheel got stuck in between the floor of it and the tab, so it hit only the tab. He saw it right away. And he said it was the easiest job he has ever done. It was ten seconds. But if you look in the report, he wrote something different and it bothered me. He spent more time in trying to write a report than trying to fix the other part. Because he saw the easy dollar he could make with that.

I had a big problem with the igniters of the top stove. They weren't working, and then he took a part of the whole stove and putting all the igniters did it. I watched him and he did an amazing job on the igniters. On the other hand, on the oven job, he didn't do the right thing, because he put on the elements that he thought he needed. The door is working better but the heating element was not fixed.

When Home Shield sends someone out, they need to do more research and look at reports and ask the people they sent what the real story was because we keep on being charged the $75 continuously when they have to come back with the same exact thing because that wasn't done right. I know they can't stand and babysit everybody. They’re calling me and I'm not afraid to say my part. As a businessman, I subcontract people to different things and I've learned the hard way. There are a lot of people who are misguided when it comes to claiming their rewards. So they should be aware that they need to do more research, look at the report precisely and then ask the consumer if they watched or have seen what went on. As for American Home Shield, I've had no problem with them. They have never denied me their service and have come through for me. I'd recommend them.

I got an email this weekend saying that the appointment time was canceled. It was a weekend. Integrity was not gonna be open, so then I didn't call. Then, I got another email saying that there's another company coming out. American Home Shield cancelled the other one. I called this morning and stayed on the line for 40 minutes and someone told me that they are sending somebody else out because the first person didn't repair the ice maker or find the problem. I'm waiting for the phone call from the second company to make arrangements to come out. I recommended AHS to several people even in the last year. I gave my sister a membership or a service with them and they've been good.

Afterwards, I was told by several people that all American Home Shield does is pay for the person to come out. But actually they don’t ‘cause every time I had called them, I’ve had to pay $70. And then they’ll pay for the workmanship but they won’t pay for parts. Or, they’ll pay for the parts and then they won’t pay for the work. It’s one or the other. I replaced the air conditioner and I’m paying $6000 for a new air conditioner now. American Home Shield is not worth the money. I would’ve paid $70 to have somebody come out and check stuff out anyhow so they saved me maybe $50 if I had called but I paid $400 for it so that's not a very good rate of return. I wouldn’t purchase them again.

At the same time this started, the very same day I used the disposal. I knew how disposals sound and they're loud in the boxes but they're not grating. It sounds like you got a spoon in it but there's nothing in it. My husband and I and the people that have come out checked it and it had never done that before. They swore there's no problem with it making that noise. I've had garbage disposals forever and I've never had a normal one makes that noise. Every time they’ve come out, they say it was something different, but it's all connected to the original call that we made and right now it's not doing it to the degree that I can say, “We need a plumber.” But the disposal definitely has something wrong with it. It needs to be replaced but they're not going to do it.

I could not be home for the service but the communication was really good. A guy talked to me and he explained everything nicely. They were able to take care of what needed to be taken care of. Since then, it's been working fine so far. Also, because we just bought the house, I wanted to make sure that the air conditioning and the furnace were working well too and he did look at them and took care of all of that. It was a great experience.

The dishwasher is 20 yrs old. Repair denied. The shower drain pipe started leaking at a joint. The plumber came, opened up the ceiling below, said there was a strap missing. They do not cover for missing parts. Claim denied. The complex of town houses where I reside were built in the 1960's, different building codes. How could I possibly know there was a strap missing BEHIND the drywall ceiling? I have been a customer for 15-20 years, but now I will cancel my coverage as it is non coverage.

My claim was denied by AHS. AHS said the water pressure was 90-100 lbs in the house which is above the allowed amount to be covered by my contract for damage. The plumber said he believes that the flow control on my water line which regulated the pressure in my house failed and allowed the pressure to climb. The plumber said the pressure may have caused some of the problems but the age of the unit played a role and the unit was bound to fail soon with or without the water pressure issue.

AHS said even though the flow control was covered my policy (though that took about 4 calls and hours on the phone to validate) did not cover secondary damage if that flow control broke. So my $200 flow control was covered. If fails the pressure rises and it causes my $2500 water heater to fail which was not covered (it was a 75-gallon special ventilation unit hence why it cost so much). I was also told there was no way to test if the flow control was working or not (but how would I know if that is true). So the flow control could have been operating properly but the pressure. Just the pressure was just set to 90 lbs (which probably was touched in 10 years).

I spent hours and hours talking to the plumber and AHS about why they are covering the flow control but not the water heater which is really the only thing that can break if the pressure gets too high unless it gets really high then you can have plumbing issues. Plus the manufacturer rates the water heater to like 175 lbs of pressure which I was well below. AHS said it is in my contract about the water pressure and secondary damage but my point was do you think people understand that when you say your water heater is covered there are all these exceptions? It can be in the contract but to a non-plumber, it is not clear what all those exceptions are or mean.

At the end, AHS said to have another plumber come and verify the problem. If they say the pressure did not cause the problem then we will go with that. But I had no hot water now for days, I have kids going to school. The original plumber said a new plumber will just test the line and the pressure and you will be in the same place they have to report the water pressure so unless I could get the water pressure below 90 there were no guarantees the new plumber would give a different response, and I had to pay the $125 service fee to see what happened.

If I had the time I might have done it but I needed to just get it done. So AHS covered about $100 of a $2600 bill. That took days and dozens of calls and hours of being on hold just to be told no. So is it worth it, not for me. TIP: If you have a water heater fail go to Lowe's. Buy a water pressure gauge for $15, test your water and if it is above 90 go to your flow control on your water line and turn it down to where it is below 80 then call. If you do not have a flow control you are probably out of luck if pressure is above 90.

Second company showed up and confirmed the issue only this time AHS said they would no longer cover my system and I would need to pay the entire cost of replacement before they would cover it again. I am cancelling my warranty as I realized they are going to go to whatever means possible to not pay for repairs and I was just throwing money away with AHS. Recommend putting a few $s aside each month to pay for unforeseen repairs. You will be better off than dealing with these BS warranty companies. This home warranty is a scam.

We submitted our claim online for the AC repair and the AHS website was pretty easy to use. Then the contractor came out, checked the air conditioner and I paid our $75 service fee. After they discovered the issue, they contacted me to set up the appointment for the actual repair. When they came back out, I didn't think I'd get another service fee charge if the appointment was related to the first one but I got another $75 service fee charge. Also, AHS automatically charged me instead of letting me pay the service provider when they came and I didn't like that. Then the receipt that AHS sent me had a number to call but I've called that number twice and been on hold for over 45 minutes. It's like if somebody calls to complain, they put them on hold forever. But the contractors who came out were awesome and way quicker than I thought. The AC is also working great since the repair except the shell was replaced.

I had to call my home owner's insurance to get those floors fixed with American Home Shield because they don't do second or third party. They couldn't go after the guy, but I wanted them to at least drop that guy from their contractors that they send out. They acted like that wasn't something they could do. I wanted that company not coming back because they're not responsible. They damaged my house. I'm hoping that my home owners will go after them for the repairs. I'm still working on getting my floors fixed. I told AHS to not send them back, so they send another company. They sent me a bill but I called them back and explained that it's the same issue, so they took the bill back. They were very easy to work with.

But I went through a similar thing again with my dishwasher and it took six months. I kept telling them what the problem was. They had this guy replace the motor twice and replaced the starter twice. He was just wasting money. Then finally, they sent out somebody who knew what he was doing. He diagnosed and fixed the problem right away. So I tried to tell them they got some bad contractors and that can give them a bad reputation. I've been with AHS for so long and I know it's not them.

After a week had gone by, I called AHS back and I asked if I could call someone here local that can come out and fix my air-conditioner for me. I had talked to someone and they could have come out that same day. When I first called AHS, my appointment would be a week before I could get somebody to come out and assess to see what was wrong. I called American Home Shield back and they said they only deal with certain people. They tried to find me somebody, but they were in Birmingham.

I talked to AHS almost every other day trying to see what was happening and why it was taking so long. And every time I would talk to someone, it would be a different person than I talked to prior. They said they would put notes in but it wouldn't be communicated right. And then when I call to say something about it, I would have to go through the same scenario that I did from the beginning and that was horrific. It was so hot and I was telling them I had health problems. Me and my grandkids went and stayed with my daughter for a couple of days and my husband stayed here and dealt with it. They should have something in place for situations like that but they didn't offer anything else.

And then this year, I was still having problems with my air-conditioner. I got brand new systems put in. But when the air went out again this year, we were out of air for about almost three weeks. This time, something happened with the new system that they put in. It wouldn't keep in the coolant in it. So when the coolant leaks out, we were out of air again.

The technician came out and he figured out the problem. Then I called to make sure that they had gotten the okay from American Home Shield to go ahead and purchase the part that was bad on it. But then we called back five days later and they say that they were waiting to get okay from American Home Shield. We were waiting to hear from American Home Shield and now we're already a week and a half into this whole situation.

Also, our refrigerator went out last year. That was quick service because after they gave me the number, I called the contractor myself. And they came on out and he assessed what was going on. Everything now is high tech with these refrigerators and the guy told me that the electronic part of the panel had gone out. He went back to the company and tried to order the part but he couldn't find the part anywhere for the refrigerator and they let AHS know that.

It was over a month before I got my refrigerator and all my food went to waste. It was a nightmare trying to run a home with no refrigerator. I had a cooler but that was rough there. I called American Home Shield and they said they were looking for the part even after the serviceman told them he couldn't find the part that fit the refrigerator.

They finally found it but it was two weeks later. And when they find things, I thought it could be a rush on it on trying to get the part, but sometimes it takes the whole week. With the way things are now with FedEx, UPS, one could get things a whole lot faster. But it was over 14 days before they got the part here to us. The ball was dropped on that one too.

After going through the same thing over and over again and talking to the reps, nobody knew what was going on. But I finally got somebody and she was so sweet. She took care of it and every day, she told me she was going to call me to find what the update was. That helped me a whole lot to know that somebody cared enough to pick it up from where it was three weeks prior and take it to the end.

But even with all the bad experiences that I have had, I recommended AHS to my daughter. But this was before all this started going on. I pay my money like everybody else do and I can understand and tolerate a couple of weeks. But with a huge company like AHS, when it gets to be a month and half on something, that's unsatisfactory to me. But I'm willing to give anybody a chance. With all the companies out there, I could have cancelled my services a long time ago but I haven't. I'm willing to see if there's going to be any changes with the company. But I hope and pray nothing else breaks down.

My husband filed the claim online while I was making the phone call because I wanted a phone number and the names of the companies that would be coming to my home. I wanted to know verbally what to expect. It’s easier to do it over the phone because it’s a human to human contact. You submit something online and they have up to 24 hours to call you back. But if you wait on the telephone for 15 or 20 minutes, I had an immediate response and I was flexible with waiting on the phone.

I checked out the companies myself to know if they were reputable or not because I live in a new area and was given names of people not to use and one of them was that company. I want to make sure I do not have them coming to my home. But I did have a choice which I was grateful for that. AHS representative were professional and courteous for the most part. The air-conditioning has been working fine and running smoothly since the repair. Being a new homeowner, it was great to be able to have them under a contract with us.

What good is a company that provides customers a service for repairs if you can't reach customer service? Ended up getting through after 45 min and the lady hung up on me, seemed like on purpose because she couldn't answer my questions. This company is going downhill in the wrong direction. Paint this picture, My issues have not been resolved, I have more damage in my home than before the service request from the people who were sent to fix them...

They came out on 7/12/17. He did find an issue. He fixed a few things and the air came back on and lasted about an hour so I called him back and AHS and stated that it only stayed cold for an hour. After much calling I finally got him to come back out on Thurs (7/13/17) and he stated that I needed a new unit and he would put that in his diagnosis notes. I called AHS back on Friday to see if the notes were sent to AHS said they had not been, Penny from EMS said that she would send then over by the end of day Fri. The rep then said that she would keep me informed of the progress so that I would not have to call back and talk to a different reps about my issue. I did not hear anything so on Mon 7/17/17 I called back myself and spoke with another rep regarding my issue. This 2nd rep called them and was told by Penny at EMS that she has 48 hours to send it over and she would send it over EOD Monday.

Mon 7/17/17 is the end of the 48 hours window for them to send the report out. So I called back again Mon 7/17/17 and talked to another rep and he read the notes and sent EMS a few emails asking for the report to be sent, he also said that he would send a message to AHS Contractor Relations just in case EMS does not sent the report. Today, Tues (7/18/17) the report has not been sent. At this point per the rep that I talk to today she sent another email to EMS and also notified Contractor Relations that the company is not responding to the emails being sent. My issue is why does AHS have a better process in place for customers who have this kind of issue. We gave them 48 hours and they still won't respond. It is such an inconvenience to me that I have to keep calling and talking to different reps about my issue (let alone the long hold times that AHS has that is another issue altogether).

I should be notified by a rep that is following my request until it gets completed. I find it very hard to believe that this is the other course of action that can be taken where we have to wait for the company to respond back with their diagnosis. Why can't they get it over the phone or have another company came out. I have been without air for a week now and where I live it gets as hot as 112 degrees. This is ridiculous that we are at the mercy of this company who will not follow the guidelines. I am very upset by how long this process is taking due to the fact that this is a second opinion company who actually found an issue with my unit that the 1st company did not. So what if they don't respond at all or they respond in a week from today, what happens then? Again, this process sucks and I want my air conditioning fixed and fixed faster than this process is going.

We haven't even order the part yet so that means that will be another long wait. At the very least, I should get my $75.00 back for all the hassle that I have been put through by AHS and the contracted companies. Furthermore, to AHS and its reps I am very dissatisfied with how I have been treated and how this whole process has been. My mom lives with us and she is over 70 years old. She should not have to suffer this long to get the air conditioning fixed. I paid for my policy so that when things break I can get them repaired or fixed in a reasonable amount of time I don't think that this a reasonable amount of time. I understand that I am not the only home with issues, but this process should be set up better. I will not be renewing my contract with AHS. I don't like the 24-48 hour polices and so far I don't like how the contracted companies have all the power.

UPDATED ON 09/11/2017: On 8/2/17 I finally got my air conditioning fixed after waiting 3 weeks for someone to come out. I wrote a letter on the ConsumerAffairs site On 7/27/17 regarding that issue. The air conditioning lasted for 3 weeks before it went out again. My air stopped working on Mon, 8/28/17. So I followed procedure and went thru the AHS to have it fixed. I also called the account execs that helped me the last time to hopefully get this issue fixed quickly. The company that fixed it on 8/2 (Superior Plumbing, Air & Heating) was called and they came out on 8/29. The tech said that we needed a fuse and that once that is replaced, it will be fixed.

After working for 1-2 hours the air went out again. So we called again so another tech came out on 8/30 from Superior Plumbing, Air & Heating and he goes into my attic and blows out my transformer, He comes out and tells us that he blew the transformer and he has to call his boss to get it replaced and then they can find out where the short in the wire is that made it go out in the first place. Oh by the way, that blow out also melted by thermostat as well.

So when the diagnosis notes were sent to AHS they did mentioned that the transformer was blown but didn’t say that the tech was the cause of it. They also include that now we have pests that have chewed thru a low voltage wire and they don’t cover pests. The costs of this would $500.00 to fix the chewed up wires. Well that is awfully strange that now they see pests when on 8/2 a tech from the same company was up there and mentioned no pests to me at all, he was up there for at 3-4 hours cleaning out my evaporator coils and etc., and this company has been in my attic before the 8/2 fixed and there was no mentioned of any pests then.

So what was suggested to me by the account exec was to have a second opinion which meant to have another company come out and diagnose the issue. So on 9/4 Just One Call came out to diagnose the problem and determined that my transformer is not burned, what was burned out was the circuit board and I need a new thermostat. (Oh by the way I do not have pests in my attic. They did not see any wires chewed on.) The techs verbally told me this and they also told that to the account exec as well. So I called the account exec on 9/6 to check the status, the Just One Call company was supposed to call me to schedule an appointment to come out and fixed the issue but had not called me.

On 9/7- spoke with the account exec and now according to the Just One Call company I need a new furnace. Neither I nor the account exec was told this so now I have to wait for the account exec to get approval for this to be done. Here is my issue with AHS. The process that it takes to get these types of situations handle is ridiculous. During both of my issues I have to wait on the contractors to send in paperwork or waiting on them to call back to get an answer from them about their diagnosis. I was without air for 3 weeks during the first issue I wrote about, now it has been 2 weeks on the second issue and I still do not have air as we speak. The contractors that are used seemed to be leading AHS not the other way around. Everything is based on what the contractors say even if they are liars.

Superior lied when they said I had pests. I do not and never had any pests, but we had to waste time by getting a second opinion to prove them wrong. When asked if they had pictures to show the pests damage they did not have any. So here we are again in waiting mode to get some decisions about the costs. I am not paying for something that was not diagnosed by the previous company. Why didn’t they find out that I needed a new furnace instead of just replacing the compressor and cleaning out the condenser and evaporator. This makes no sense to me. This tells me that Superior is an incompetent company. This is the second company that was sent to my home for repairs and I get screwed by their incompetence. The first company was Excellent Mechanical Services. They were liars as well.

As I write this letter today (9/11) Just One Call says that replacing the circuit board and the thermostat wont fixed the problem. I need a new furnace. Of course this a non-covered expense and the total is $1424.00. I am so sick of AHS and their incompetent contractors. Every time I have had an issue I seemed to get screwed in the process. I definitely will not recommend AHS to any of my friends or family and would not want anyone to go what I have for the past 5 weeks.

I have only had air for half of the summer. The other half I did not. This has caused a great inconvenience to my family. I have my mom who lives with me who is in her 70’s. I cannot cook anything in my kitchen as it will make the house too hot so we have to eat out or eat microwaveable food. This is ridiculous that my family and I have to go thru this ridiculousness because of the way AHS has their policies and procedures written.

Due to the fact that this is a second issue of the same type the process should be much smoother and faster. It is now going into the fall. Will I have heating when that time comes? It is a shame that I am thinking this way but it is warranted. I will not be renewing my contract with AHS when it is time I cannot deal with this kind of incompetence anymore.

Another thing - the tech comes out today and they say it is the compressor which they can replace but Freon will cost me over $700!!! Are you kidding me!? The company said I have to buy their Freon. In what world? So this is why I'm on hold. While typing this review, the phone hung up on me. Never in life will I use AHS!!! Trust me people - do not use them. When you need them, they are not prompt and you wait on hold forever. My cousin was just warning me about them the other day. He said they tried to charge him extra money too.

Original Review: July 18, 2017

Do not purchase their warranty. Fraudulent contractors! Filed a claim to fix water heater as the secondary drain had a small leak. Contractors came out, replaced the elements and adjusted our water pressure. They turned it up so high that it caused knocking in our house and pressure remained high. They left and the next day the secondary drain line flooded our front yard. We don't know how long it was leaking but called contractor and they wouldn't even talk to us until we called AHS to have them come back out and at that it wouldn't be until the very next day! The contractor comes back out and of course they now say I have a pressure regulator problem and not the water heater and that we have to pay $700 out of pocket to fix it (which includes $400 fee to dig up the ground a foot to get to this valve) and since it's apparently not related to the water heater (to which it's connected to) AHS will not cover the additional cost.

Mind you their warranty cost is $548 per year. They lied to the home warranty company and told them that our water pressure was set to 95 when I told them it was previously set to 75 and they told us it was at 130 and that an expansion tank was needed to alleviate the pressure when we had no issues with the pressure before they got here! We are cancelling our contract as soon as this claim is finished. It has not served us well with anything other than appliance fixes i.e. stove and dishwasher.

Save your money and find a better warranty. These guys do not help you, do not care about their clients and are just out to collect monthly fees with incompetent contractors who will gladly mess us your home even more just to make more money off of you. By the way we already filed a complaint with the state against their AC contractor as it took over 6 months to finally diagnose that problem and we still have issues with the house not cooling properly. DON'T WASTE YOUR MONEY!

Original Review: July 18, 2017

AHS sent the first tech who took $300 for refrigerant but the AC still didn’t work. Then another tech was sent who said we had a leak, then they tried to get me to pay $845 for 8 pound of refrigerant, then ATR the contract company sent another tech who said that the whole unit needs to be replaced. AHS called and said the replacement had been approved July 15 and the contract company will call me back to schedule the replacement. The contract company called me to say that AHS had not approved the replacement yet. I called two AHS two other times on Friday the 16th having to spend an average of an hour and 15 minutes on hold in order to speak to someone.

On the 17 of July, I called ATR the contractor and I was connected to a three way and for the first time I heard AHS saying that they had not received the paperwork which ATR had sent 4 days before. On Tuesday the 18th I got a call from AHS telling me that I had to pay for all these things that they claim was not covered by their contract totaling over $1200, money I don’t have. I have been with AHS for over 7 years and have been dutifully paying my premium. This is my first major claim and have been suffering through this very hot summer, with my wife and child sleeping in the basement and me sleeping in the heat upstairs with fans because I cannot sleep on the floor as I have myofascial pain syndrome.

Fast-forward a few weeks and my A/C is not cooling. I place work order, same company who AHS contracted for my water heater has received the work order for my A/C. It's Thursday and summertime in Florida yet because of the 4th of July holiday, they can't come out until Monday. I cancel work order because refuse to wait that long. I call someone who inspects my system and turns out I'm leaking refrigerant. I write a review the same day, someone responds asking for my address. NO response.

So today I follow-up and place work order. Immediately it's assigned the same company and I'm like oh no! I wait 41 mins on the phone only to be told I can't request a different company because I have to "Give the company a chance to fix it. I needed to contact an agent before it was assigned". Hello I tried contacting you but I've been on hold for 40 plus minutes! Not to mention that the email assigning this company comes immediately upon submitting my work order. Needless to say I am highly frustrated with their customer service and business practices and that of their contractors. I have this policy for convenience and ease of use in hopes of saving me trouble of shaky repair companies. It's safe to say that I will not be renewing my policy with this company.

Original Review: July 18, 2017

I submitted a claim for AC issue on 7/13. Tech came out on 7/14, added coolant and stated wait 24 hours for results. Needless to say 3 days later (the tech that was sent on 7/14 does not work on weekends), the AC is still not working. 7/17 another tech from the same company returns and says, "There's nothing wrong with your AC". Really? It's 80 degrees in my home, the unit will not stop running. He says, "That's the way it's suppose to be." At this point, I am furious. I am now at 5 days no AC. I've reached out to American Home Shield and was told that they needed to receive a notice from the technician before finding me another AC company. Really!!! Tomorrow's weather forecast 98 degrees!! I still have no AC and have a child in the home. I've been with the company for 3 years and I am Extremely Dissatisfied.

How can they appoint small business operators, and expect them to spend two hours on the phone waiting for approval to fix an issue... We don't have a working boiler, it's been over a week and nobody can get through to them. Interestingly, when you hit sales on their phone option, they answer straight away. Once you're in policy, well - you can wait and wait and wait. This is unacceptable. Small business contractors lose time and money and customers are left completely frustrated, without resolve. Completely contradictory to their website statement "Your home should bring you happiness, not headaches" - All I have had is headaches!

And then I tried to create a service request myself online. When I log onto my account, it says I am past due. When I go to payment history, it shows all my payments up to date (as they are removed automatically). When I got the sales department on the line, I asked them to check my account. They too verified my account is completely current. All they said was. "Sorry, must be a computer glitch. But we are the sales department. There is nothing we can do to help." Astonishingly horrible customer service. I will warn everyone possible to not choose this company. All they are interested in is gaining new customers and taking your money, but when you need them they will not be there to help. GO ELSEWHERE!!! BUYER BEWARE!!!!

Bottom line? I plunked down $410 for the AHS policy and I get to chose from one contractor in a metropolitan area of a 1,000,000. Accidental on the part of AHS. I don't think so. AHS plans for such as this knowing that statistically most policyholder will cave and call a non-AHS-certified contractor; thereby enabling AHS to save on the potential cost of fixing my ac unit. AHS never again!!!

At that point, I got a different AC guy to come out, but they couldn’t fix it the first time either. They showed up the first time to do an assessment. And then I had to schedule an appointment another week later. I was not happy with De Rosa, which was the first AC company. I took a vacation day from work to be able to get there before the heat wave came and they stood me up that Friday completely. So, I was pissed. The other claim that I had was for my plumbing. And the company was good enough for the plumbing. But it was the same situation and the fact that they couldn’t fix it the first trip. I’m in a service-based industry. I work in security. And a lot of times with my customers, it is bad on our business if we can’t fix the issue the first time we show up. But so far, I’ve had two service tickets. It’s $75 for each ticket. Both of them has been multiple trips. I had to explain to my boss twice why I had to take time off.

The first one for the plumbing, it was the gasket on the bottom of the sink that needed to be fixed. There was a cracked drain pipe down in the basement that was leaking. They tried to call American Home Shield but couldn’t get the approval. They had to leave because they’re on a time schedule and couldn’t wait around for approval from American Home Shield or couldn’t get it done because they didn’t have the part.

I’ve had other warranty companies. This is the second house that I’ve had a warranty on. And the first one that I had, first trip, first fix. One trip, one fix. And that was nice. It was what I expected with American Home Shield but that’s not what I got. I wouldn’t recommend them to a friend. If it was a toss-up between American Home Shield and the other warranty company, I would say, “Look at the other warranty company.” American Home Shield hasn’t been outright bad but the contractors that they have are not the greatest.

We called them and the same repair company came out. They’re very accommodating. They found that the problem is the door panel on the freezer side door. So, he went on and tried to find a matching part because our refrigerator’s in white and that part isn’t white so, he couldn’t find one. But he put the request through for American Home Shield to find the part. I called them and they said the only color they could find was black which is not acceptable. I ended up calling them three more times. Finally, got someone that was very good on the phone and he actually found the part number for a white door panel. So, it’s already back ordered and won’t be here for at least another week.

In the meantime, the freezer having an issue is affecting my refrigerator side and the refrigeration shuts off. Like a freezer, it’ll go up to a temperature then it stops and then it waits and then it’ll cool down again. It sometimes freezes some of the food on the bottom or it’ll warm up and some of the stuff is not cold like milk. I have a 16-month old grandson here. I have to have a refrigerator. The two weeks was not gonna cut it.

So finally, after I complained, I looked up in the contract and they’re not responsible for the colors so I have to say, “Fine, whatever but I need a refrigerator.” So they said, they’d make a concession and I wasn’t happy with that but I actually called them back and said, “Yes, I have to have a refrigerator here that’s gonna keep milk cold and baby food.” So, they gave me a $125 concession meaning, I go out and find one of those little portable refrigerators and they will pay up to $125, either for me to rent one or if I wanna purchase. So, I went out and purchased one.

The first time I called I was on the phone for 55 minutes and finally, I hung up. Then, I called back and waited for 35 minutes before getting someone. The third time, I still had to wait 35 minutes. They are obviously understaffed. I’d lost a lot of my produce because it rotted within a couple of days. And we have leftovers in the kitchen and the freezer part has been dripping on the floor so, I’m just hoping that it doesn’t warp it. I talked to the supervisor that gave me the concession. I told him that with all the repairs they have made to this refrigerator, they could’ve bought me a new one and saved money. And he just referred to the policy that they will repair it and repair it until it reaches a certain point at which time, then they will replace it. I’m not very happy with AHS.

Based on what the tech described, I think we got it figured out and the unit has worked one or two more loads more than it has in the past. Until we're a month down the road, I am uncomfortable with this result. Before the fourth return of the tech, I got a call from AHS asking about the repair. This is because I had escalated my case from a service rep. My concern was that there was no end in sight, they have no sense of urgency and that they'll just continue to send repair guys until we need to replace our unit or until it finally starts working. I ask the rep when's the time we decide that the unit is not repairable and we replace it because it's impacting our situation.

Her position was that we're going to continue to repair until the technician deems it unrepairable, which can be a matter of opinion unless something is actually diagnosed broken and at that point, they have not been successful after three diagnoses. The techs that have come out were professional and courteous and they go through an initial test to try to understand what's going on. The rep gave me her direct phone line and she was willing to work with me to reach up to the next phase of the process. My next step will be to contact the rep if we have another problem and determine next steps.

Because that was unacceptable to me, I found someone who could come out that afternoon. I called American Home Shield back but they said if it's not their contractor, they won't cover it. So then I kept calling for a supervisor and I asked for help because it was too hot. Then they told me that if it's under 105 degrees, it's not an emergency which is crazy. Since those were their laws and requirements, I started looking around for a different company altogether. Then finally, I was referred to a supervisor who had found a company that has a technician who could be here on Friday morning. That made such a difference to me that she cared enough to do that, compared to the first person I spoke to. If I had not kept pushing then we would have had to spend a couple of days in a hotel.

The technician took a look at a couple of things and fixed the air conditioner in 15 minutes. He was courteous and friendly too. I was so happy that I got his information so that if anything happens, I want the same company to be the one that sends a tech out. He had the air conditioner back on and it's been working perfectly, like it was before. We want the air conditioner to work when it's hot outside and there's been no interference since. I'm glad that I've got the warranty with AHS and it's something that I'll always make sure to have even when I purchase another home because it makes so much sense to have. You absolutely have got to have American Home Shield if you're gonna own a home.

The contractor came out the next day and he was very polite. He didn’t notice any leaks but he replaced the motor on my AC. They had to order it and it was there within a day. Since the repair, the unit has been really good and now my house is staying cool. It has really affected my life a lot because I can't do much if it's too hot. I'm very satisfied with American Home Shield, although the payment goes up a couple of dollars every year. But overall, they're a great company and I've always been satisfied with them.

The only problem I have was that with my most recent claim the guy told me that I probably would need a new commode, but I didn't. I bought a new commode but when he was ready to install it, I found out that the pipes were not connected right. I tried reaching back out and I explained to AHS what I've seen and they've told me there's nothing they could do, that it was beyond their control because that's the way the house was built. And they're not allowed to tear down, and do reconstruction of pipes for the drain. But they said that if the commode was broken there's no problem that they would replace that.

I couldn't fault the contractor for the pipes not being in the right place. So he wouldn't know unless he disassembled the whole thing. Moreover, they did live up to the time they say they were coming. I appreciated all the help that the guy did including the hours he spent in explaining to us. He tried fixing it until he said we needed a replacement. The commode was working badly when we bought the place. We didn't know why the water was draining slowly but it's working a little better now. They remodified something at the bottom. So the service was okay.

Calling in is easier than using the website because you get instant feedback rather than waiting and going back and forth. They've been very responsive. We had a minor problem with one of the people they sent but they addressed it. I've not had a problem with any of the representatives from the company itself. I'm at home so, I'm the one who deals with them. There was one instance when someone didn't understand what the problem was, and I had to keep repeating it.

The plumber was too chatty and did not pay attention to what he was doing. His office staff was also very rude. I'm also not 100% satisfied with the repairs he has done. He has come out for a couple of things, and had to come back twice for one of his repairs. It’s overwhelming and ridiculous. There's still a minor problem but not enough to have somebody come back again. And if it has to be him again, I'd rather not have him here. If they come back within 30 days, you don't pay again so he wasn’t paid the second time. Plumbers make a lot of money and the good ones don't want to take time working for an insurance company.

We also had the dishwasher problem. The technician was fabulous. For the problem with the microwave, the first person who came didn't see a problem and he had to come back and then he saw what we were talking about and they replaced the microwave. Looking at the quality of work, the plumber is at 70% but everybody else, 100%.

Thursday I call the vendor and they quote me $1500 and said nothing is being ordered and the AHS should have told me the status. I call AHS (20+ minute wait) Friday, before a long holiday weekend, and they said that I can accept the quote or get a second opinion. A whole week was wasted and now I can't get in touch with a new vendor until next week as everyone is on holiday. The second opinion gets scheduled the following Thursday and I am quoted $340 and it can be fixed on the spot, which I proceeded with. We had no air for a week and a half in the summer heat, and there was a total disconnect on the information I was supposed to receive. The issue reported still wasn't resolved -- the temp not staying at the set time and then needing to be reset -- so my husband installed a Nest thermostat, and now it's fixed.

Also, last year, I had one that came to do the ice maker in my refrigerator and they were awful. It took them four times to come back to fix one original problem. AHS tried to get me to pay another $75 item and I said no because it was all related to the same thing. It shouldn’t have taken them that many times to come back. Then a year later, I had them come back out again for the same part. I had to pay another $75 charge for the same situation. One repairman in two visits because he had to order a part. But he fixed it and I've never had any problems with it.

I also had the well guy who was wonderful, very honest and told me how much it was going to cost me. Whenever we found out it was something that wasn’t covered, he got on the phone and found out what portions of my problem were covered. When he knew that I was paying the $75, he came back to my house with a pressure switch that is covered on my policy, brought a brand new one, and put it on even though that really wasn’t necessary because I was going to have to get a new pressure tank. But it was something that he felt like could be and should be replaced and it saved me my $75 by at least getting something from it other than him coming and telling me it wasn’t covered. Overall, I've had bad and good technicians. But I've been thoroughly happy with my home warranty. I've been so glad that I had it so many times. I will always recommend the home warranty program.

I recently called and told them I was having a problem with the furnace. The customer service through the phone line on AHS is incredibly wonderful. They were terrific, professional, polite, knowledgeable and fast and they sent out a contractor to fix it. The furnace was deemed unusable so, we're in the process of having a replacement put in. The measurements were taken to make the vents fit the new furnace and it will be all said and done within the week. I'm grateful for what they do because they are very good at it. My elderly parents live on the property that's covered under AHS so, speed is the most important part to me because they have no heat if there's some electrical problem. But they've been fantastic. I call and take the ball and run with it immediately.

During the call, I mentioned what had happened in going to the website and the gentleman on the phone said he would take care of that, get it all straightened out and he did. I was assured that there would not be any rejection of a service call because of an improper overdue payment indication on their website. American Home Shield was in the process of changing over from the client paying the repairmen when he arrived with a check to paying American Home Shield a rent.

They changed the procedure and in the process, he said it was creating some accounting problems and that’s what it resulted when I was trying to get the service repairman for the attic fan. As far as I know, it's all straightened out. The repairman fixed the problem with the attic fan in the quickest time I've ever seen somebody work. He's very efficient and he did not request payment. I had already agreed to pay the American Home Shield direct and so everything is taken care of. The attic fan is running fine, getting the heat out of the attic above our bedroom which makes the bedroom about 3 or 4 degrees cooler.

My faith is restored now that we got the refrigerator replaced even though it cost another $3,100 to get something that was close to or equivalent to what we already had. But that was because of a maximum that American Home Shield will pay for on any claim and that’s clearly stated in the agreement and I was prepared for that. I spent a lot of hours on the telephone getting the refrigerator situation straightened out, but everything is now okay. Overall, I would recommend American Home Shield. They're adequate for the average homeowner and if people can get to the right person to talk to, they'll get their problem straightened out.

I've normally called in because it takes a little bit more detail on question and answer than I'm able to do online. Also, I wanted to make sure I did not get the same tech that I did last time 'cause this is a recall on the job that was fixed about 10 days ago. Once I finally get somebody on the phone, the wait time is the longest. I put the phone on top of my shower, took a shower, and got done with my shower before somebody came back on the phone. That’s how long it took. I was in a crunch time that I needed to get a couple of things accomplished at one time and one of the things that I had to get accomplished was the shower.

The contractor they sent is not my favorite. We had a spigot that was leaking water. He walked up and asked if our house was on a crawlspace or a basement and I said it's on a slab. He said that's not good and it was rude. It took him almost three hours to fix it. My husband was going to do it himself but figured, since we have the warranty, we need to use the warranty in case it was anything more. So, he was a little bit surprised as well at the contractor's comments.

I checked it about two days after and I didn’t think it was leaking, but I hadn't been over the spigot. I went over to it on Sunday and it was leaking again. It's annoying but I'm running water and I'm paying for water that I'm not using. I'm also a little annoyed that I have to have them come back out and try and get it done before I leave out of town. Other than that, I have recommended AHS to two people in the past. They're professional, but I wish their customer service is a little bit better.

Everything went smoothly. The contractor was great. He was very much on time. He stayed in communication with us and let us know each step of the process and he cleaned up after himself once the job was completed. I would recommend him to anybody. We have a two-story house and that unit was for upstairs, and it was smelting until he fixed it. Since the repair, everything is cold now like we need it. I was in awe about my experience with AHS. You get all these great expectations and normally, people don’t follow through with them, but American Home Shield actually did. They were great.

Time passed by and I tried to call AHS to get a status update. It took an extremely long time over the telephone and when I did get AHS, they told me to call the vendor. I called the vendor and the vendor did not timely call me back. Then I tried to call AHS back on the number that I was given for the contract warranty and I would be on the phone for 25 to 45 minutes. One time, I finally got through to them but only for a few seconds before the phone went dead and I had to go back to this 25 to 45 minute process. There was also a time while waiting on the phone for 45 minutes, I got through them and the lady picked up, and said, "Are you on the speaker phone?" I told her, "Yes, I am." And bang, the line went dead. So I had to go through the whole thing again.

The other thing that was so disappointing was I was told by AHS that there was only one repair service in my area that can take care of me. Now, I gathered from that that they meant one AHS vendor. There's a lot of little towns around Greenville and there's many vendors here that could have done it for a lot less price and in a timely manner.

I went to a local service within two miles of my house and they said that they could repair it in half a day. In fact, they said they were the people that put it in the house. They gave me a quote of $2,900. Then I went back to the AHS vendor and they wanted $4,500 plus they wanted to charge AHS another $1,400. I finally made the decision and opted out. I ended up paying $2,900 and AHS would only give me $800 because they said I opted out, but the reason I opted out was because I needed to get the repair done. The repair people showed up on the 8th of July and they had it operational within half a day and it's been working ever since. They also guaranteed the parts for five years and the labor for four.

I've been an American Home Shield customer for 14 years and it was unjust. They have beautiful TV ads but was very, very disappointed with the urgency need of my daughter having cancer and trying to get timely, cost-efficient service. The customer trying to get through to AHS customer service by telephone is a nightmare. Then they kindly referred me to the vendor and put the ball in their court. And when they finally called me back, they gave me these prices that were way above what a local repair service would provide.

I've had other claims before and It's always been an issue to get a hold of them but when I finally got someone, I got it resolved. But then, it was for things like a ceiling fan and nothing with a magnitude of a colosseum. Somebody in customer service quality control should dial their numbers and do a random call in to see how long it takes him. Plus, when I asked AHS customer service to speak to someone in upper level or in a higher position, they said they could take care of the problem but I would never hear anything. If there had been better communication on AHS customer service, the problem could have been resolved. But now, I have a bad taste in my mouth about it because it should not have happened.

My AC unit had to be repaired. I submitted a claim with AHS and the rep got back with me in a timely manner. The contractor came in and I was very pleased with them. It turned out to be another problem that had to do with the sidings company that I had so they worked with me until I got the sidings company back out to correct their problem. And then the contractor came back out and was able to finish repairing my AC unit. But they were very concerned and diligent and professional into making sure everything was working. The AC has been working beautifully since the repair and I'm nice and cool.

The bush league company, Sunrise Home Services, that AHS sent to replace a new compressor has been to my house five times and still has not fixed my unit. We were in Florida on vacation when the AC first went out, so our house sitter let Sunrise into the house each time they showed. On one visit, the Sunrise technician turned on the AC from the inside thermostat and left it on, thus making the air handler blow hot air until we got home and immediately noticed it running. The handler ran over 125 hours straight. I cannot wait to see my electric bill. DO NOT do business with AHS or their pitiful contractors.

I've talked to some of my friends and they said, theirs don’t run like that so I’m not sure if it’s because it’s an older model. But I’ve had to use American Home Shield in the past and have been satisfied with them. Actually, I've even recommended them to two other people who have now signed on with them and they've had great success with them as well.

Their service was good and it was also good with the contractors. They couldn't fix the machine and they did what they had to do. They placed an order and installed the unit when it came. We were pleased with the exchange of the machine so, in that regard, it served as well. The machine has been well since and we really like it. AHS is better to have and not need it than to need it and not have it. We found out that there were other things that we could have gotten assistance from American Home Shield that we didn't even know until after and we're paying out of pocket for some things that we could have gotten service. So, in the future, we always best use our first call. Also, I have recommended it to others.

It's not American Home Shield's fault that this town is under 30,000 people and the person that they mostly have to deal takes his own time. When I had an air conditioning problem before, they sent out the people from an air conditioning and heating company instead of the usual guy that they send out. I appreciate the fact that they showed that flexibility. I would certainly recommend American Home Shield. This is the only such company that I had any experience with and I have had no reason to look elsewhere. A number of people in my family had also used it. I found them very dependable. They always do what they say they're going to do and I've been perfectly satisfied with them.

If I call back again, it's gonna be the same thing. They're gonna say there's nothing wrong with it and to keep the doors closed upstairs and air will circulate from bottom to up, which I know but 75 degrees is not comfortable for me to sleep. I thought about calling AHS back to have a fourth person come out here but I don’t know if it’ll be doing any good or not. Also, I'm gonna get charged a co-pay. But I have had a couple of good experiences with them. I had a plumbing issue one time with our leaking toilet and they did a good job. Also, the AC broke down in 2011 completely and if I didn’t have AHS, I would have had to pay to buy a whole new unit. They covered it except maybe $200 so I can't really say anything bad about it.

I've been with American Home Shield for a very long time. They would send in random different people all the time. That doesn’t work because they don’t know the system, and I don’t like a whole lot of different people coming into my house. Also, I was really upset one time when someone came here at 7:30 at night and I don’t know them. He was working on my air conditioner which is in the attic and then I heard all this banging. Nobody has ever done anything like that. My unit at best is kind of old and he was trying to advise me to buy another unit and I knew better than that but he winds up with some tape and goes up taping stuff. Ever since he did that, my house doesn’t cool properly. Then a different contractor came in and said that the air was going in the attic. And I don’t know if that has something to do with what he did.

I'm dissatisfied with my air conditioning situation. I shouldn’t have to call every year for them to put Freon and pay $200 and then the next year I have to do the same thing again. They're not fixing it properly.

Everything that we've had to do with AHS so far has been very positive. I would recommend them to any new home buyer. When we first came in here, any time we had any problem they came and helped us out. Either my husband or my ex-husband worked with the contractor in a claim on the furnace a long time ago, back in January or February.

Recently, my husband submitted a claim with AHS for the air conditioning. When we bought the house, it was wintertime and the home inspector couldn't turn it on because it was too cold. So, when we went to turn it on and nothing happened, we panicked and called AHS. My husband said the contractor, when he came, would do what he was doing and explained a lot. He went over several things and we've never had central air before, so it was a whole new world for us. The AC is up and running, and we haven't had any problem with it so far this summer. The contractors walked us through everything that they came for. My husband seems happy with the service and said we'll probably continue with AHS.

We got very quick service from AHS. The people that came out knew what they were talking about. At one point, a lady called me and I talked on the phone with her, and she had a lot of information to share with me and explained a lot of stuff. I would definitely tell my friends that they should consider something like our AHS home warranty. We got results and information, and we learned a lot.

We have had 3 different companies come to replace the part in question, and each time the ice maker still does not work. Every time that we call American Home Shield it is at a minimum an hour on the phone to speak to a customer service representative that offers no resolution to our situation. Each time we ask for some sort of escalation to our problem or compensation we are referred to a different department which is unreachable at the time, or "someone will call us back". For three months we have been dealing with this paying for a service that obviously was great when they replaced the dishwasher however is incompetent and inept at customer service when needing to replace a part in a refrigerator. Our last resort is to go to ConsumerAffairs to hopefully get the attention of someone in the customer service department that may be able to help us get our issue resolved.

The second time, my toilet leaked upstairs. It wasn't an emergency, and my husband just turned the water off. He assumed that it was leaking somewhere, and it was, but AHS doesn't get back to you right away and you have to wait for the person that's going to come and look at what's wrong with your house. I don't like that once you call them, you have to leave a message and not talk to anybody. After the message's been delivered they come to your house 24 to 48 hours and sometimes you can't wait since it's an emergency. And with those, I am going to look into other warranties for our house.

Recently, I called AHS to file a claim because my brand-new dryer wouldn’t work and had an electrical problem, and my interaction with the representative was extremely nice. Also, the contractor was very knowledgeable and helpful. The first time he came out, he didn’t have what he needed to get my job done, so he went to get it. When he came back a couple of days later, he explained everything and had everything that he needed. He was very thorough, fixed my dryer, and went on his way.

Another claim I had was with a microwave that needed to be replaced. Our microwave stopped working and they decided it was cheaper to replace it than try and fix it. They shipped another microwave however, they were unable to find someone to install it through their network. I was able to find someone to do so but they only covered $125 for the installation. But then, the light over the stovetop range did not work on the microwave sent to me. It doesn’t matter whether the bulb was replaced or not because I’ve tried three different brands of bulbs and they did not work. I believe the microwave that they sent was a remanufactured and not brand new. At this point, I’m not too pleased. But in terms of the interaction with the reps, they are pleasant. Also, I’ve had some dishwasher repaired that went well so the experience with AHS isn’t at all bad and it's not all good either.

On the third time, they gave me an appointment with a window. So that was the third day I had to take off from work for the same thing and I had to pay extra 'cause they said they had to reconfigure something, but that's already part of replacing the water heater. They didn’t get any new pipes either. They just said, “I don’t know. It costs an extra $150,” and I didn't understand that. I was already paying them $60 every month and I gave them $75 the first time they came out. I believe I got ripped off by them for that $150.

I had a guy come out to install and he said, “I don’t understand why they're charging you $150.” He said he went to Home Depot, and he gave me a breakdown. It was $22 for the parts. I don’t even know why I'm paying for the parts and I was very disappointed with that. On top of that, it shouldn't have taken three days either. Although it's working fine now, I still want my $150 back. When I joined up with American Home Shield, it was $75 on the first visit and that’s it. Down here, it was $75 and then $150 on top of that and that’s not the deal I made. I had a bad experience and I'm telling others. Other people are looking for home warranty companies and now I'm dissuaded on telling them to go to American Home Shield. I'm looking to go for somebody else too, unless I get reimbursed on my $150.

When the oven was delivered, it didn't fit since the opening was too big. So I called the contractor that came out and did some stuff to it, and they came back out and installed it. It's the nicest microwave I ever had. But it would’ve been cheaper for American Home Shield to just pay for any electrical or cabinetry because I went to a Home Depot and looked at it which they told me to do and it was $2900. Now you can get a built-in microwave and a built-in oven, separate units that don’t function together, a lot cheaper than that even if you paid more electrical work and cabinetry work. But it was a win for me.

When the air conditioner quits on my other house, they also couldn't fix it so they replaced it with a new one. I've always had a good experience with American Home Shield. I've had the policy for years and I have called somebody to fix it and they call somebody and pay for it. Overall, they're very top-notch. They fixed it and they got us something good.

I not only did not receive a call that day, I never received a call back. I did though receive a recorded call from AHS to inform me that "I would be responsible for any Freon coolant that would be needed to fix my AC issue." R-22 Freon was charged at $85 per pound. They had no problem letting me know that they would not pay that cost, but still no callback. The following Wednesday (July 5), I called AHS to ask what was the status of my service call? I was on hold for 45 minutes this time before the call just went dead. No rep picked up and I was forced to call back and get in the cue again. This time I selected "new business" from the automated service and guess what, they picked up in 45 seconds! Seems AHS cares more about getting new customers signed up than existing customers who have paid the contract fee and are in need of service that AHS tells you will "be there when you need it!" Don't expect that to happen.

I did finally get a call from an AHS Supervisor on Thursday July 6th, ten days after the initial call went in. Again, I was told the parts were shipped in and should be in Arizona on Monday 10 July. The tech called me to tell me he received the parts and would be able to come by on Tuesday to install. He came by, installed the parts and told me the cooling would start immediately, but it would take 24 hours plus to cool the house. 24 hours later, no cooling. Temps still at 88 degrees plus. Temperature of the air coming in is 88 degrees, going out 88 degrees. I looked in the outside condenser and there is a frozen line. Reason I know this is because I have a rep from a company that installs new AC systems here and he took a look at it.

It's been 18 days now and AHS has still not fixed my AC. I don't want to hear that, “It’s the busy season and we can't get to all our calls fast." If you can't service the people who have paid the contract fee, get additional people to answer your phones. I'm now sitting on another service call from AHS to look at this system. Who know when they will respond. Do yourself a favor. If you are looking at AHS for service, call another company.

At that time I let the customer service person know that I needed to make sure that the vendor accepted credit card payment. I was leery of the vendor, from Louisville, an hour and a half away, who never replied and couldn't be reached and had no business address on their card. AHS had already told me numerous times that this vendor could only be reached via email. I had tried to call myself, no answer from the vendor. After getting the run around for 4 weeks, I again let AHS know that it was not good business for me to pay that money in cash, leaving me no recourse if I had a problem with the unit. (EVERYONE ACCEPTS CC payments, I called around.)

Yesterday, I was told that they could put the unit in, and lo and behold, they do not take CC's. I called my REP Helena ** immediately and also emailed her (I have a long email chain between us). I had spoken with her several times and she knew that I requested to pay my part by CC. I have been polite and respectful and PATIENT. I received a rude email from her yesterday, the vendor didn't show this morning at 10am, and I assumed Helena had called them. At 5pm on Friday, today, the vendor calls, says he has to have cash, and is on his way!! I wasn't even home! My children and I still have no A/C. This has been a horrible experience.

For my D-day, they told me that they will be between 12:00 and 4:00 PM. I took time off from work and wait and wait. I call them around 4:30 PM and they after a long wait they said their technical are running late, but they will be there. Around 7:15 PM I received an email that the technician is on the way. He never showed up. Next morning, I call the office of South Placer Heating and they say they called me and I never picked up the phone and I was not at home. Seriously? I was literally pacing up and down my driveway for their arrival. They said they cannot accommodate me next day and can show up two days later again within 12:00 and 4:00 PM. I am at my wit's end, feel harassed, lied to and with little babies at home, don’t know what to do.

And I'm glad I did because my KitchenAid stove top went out and the air-conditioner upstairs died. They recently changed them for me. And I was real pleased that I didn't have any problems getting that done. The guy that they sent said that I needed a new unit and AHS didn't argue with him and just gave me a new unit. I feel like I benefited from having the insurance. Anytime I call for an appointment, the people who set it up have all been very polite and they get the job done. Overall, I am satisfied with American Home Shield. I'm selling the home and I'm going to give the buyers a full year with them.

We got a new company to come out and it’s still not working very well. The magnetron was replaced but it still wasn’t working and so he changed something on the control panel and now it's working but it’s making a loud noise. I also need to replace our garage door opener. Every so often it stops working and the previous house owners said that all I have to do is hit it with a bat. They showed us how to do it but I’m nervous to call in AHS to replace that because of the hassle in the past.

Our realtors bought us the warranty from American Home Shield when we bought this house. The claims process with AHS was fine but they wanted me to sit on my hands and not try anybody else. They kept wanting to go with Sears and that was not working. Then the Sears guy told me that he got triple booked all day and so he wasn’t going to make any of his appointments. We’ve been with AHS for two months but we would not renew because it's $75 for the service calls and it would almost have been as cheap for us to get a new one. It was an ineffective and costly experience.

I also have to get my kitchen sink fixed because when I run the dishwasher, a bunch of cruds comes up out of my sink, makes it dirty and it gets filled with water. It doesn’t drain well and my garbage disposal completely shut it bad too. I'm not excited to call AHS about something being broken, but my experience has been okay so far. I've been on hold for less than 20 minutes, but it's not bad. AHS comes in handy so much and I will buy an extended warranty too. I would recommend any warranty in any scenario of buying something.