American Home Shield Reviews

Got another contractor. Said they were too busy to schedule us. Got yet another contractor who finally sent someone out and they said we only need a new AMP. Going back and forth again with contractor and American Home Shield about approval. Just got a call from contractor stating we need to pay him $320.00 for freon that is not covered. Contractor did not say anything about freon when they came out and stated just a AMP needed to be replaced. Do you have any competent contractors that work for you? How do we know who is actually telling the truth? Getting a hold of American Home Shield is a nightmare. Would never recommend them to anyone. We switched warranty companies recently and will be switching again.

I called American Home Shield to request that they send our information over the contractor, and they did but did, but provided INCORRECT information about our problem, so the contractor showed up unprepared (they were told it was a minor shower leak - when it was actually much more severe of a problem which I described in detail to AHS and they assured they would pass the information along to the contractor because they were on the other line with them at this point). FINALLY everything was in place and my shower problem was fixed.

However, I still have a TWO foot hole in my master bedroom from where the plumbing work was done, which AHS is required to fix. (Mind you, this request was placed on June 9, 2017. AHS changed the request date to show 6/16/17 once they finally contacted the contractor, however you can see my payment date of 6/9/17 to show when I REALLY placed the request. Today, July 5, 2017, the hole in my wall still remains).

Today, at 9:45am, I get a voicemail from a contractor confirming our 10am appointment. He talked with AHS and they were supposedly coordinating with me for the appointment time. NO ONE NOTIFIED ME OF THE APPOINTMENT! Luckily, the poor gentleman's schedule is flexible today and he had not yet arrived at my house. We will see what happens next. Such a pain, waste of time, poor communication! DO NOT USE AMERICAN HOME SHIELD! I give the coverage a 4 star rating because what they cover is great! It really would be a good company if they would get their act together!!!

I have spoken to AHS multiple times, my simple question is what is the decision making process, how many months have to go by, how many failed attempts have to happen before they will replace the unit? They will not answer that question, they keep saying that until a technician company deems the unit "unrepairable" they will keep sending new technicians, with no limit in time or visits. I have stated that I don't care why it doesn't work, I just want a working fridge and four months is a long time to wait. Imagine how you would feel with no working fridge for four months.

In addition I have had to take time off work or pay other people to be present for each visit, and replace spoiled or water damaged food after each failure, all of which has added up significantly. The bottom line is that AHS is avoiding having to replace the fridge, which I understand but want to know how long this is going to take. They will not answer. They will not allow me to speak to a supervisor or anyone who can take a caring approach to the problem and get things done. They just transfer me between departments for everyone to read off the company policies. They don't care.

Roughly a year ago I had a different problem which I overlooked but now realized is a pattern. My central A/C stopped working and AHS sent a provider out who noted the fluid levels in one of the units was almost zero but said that the unit was fine. Shortly thereafter a leak occurred in my home and AHS sent a technician out who assumed it was the water heater, did a repair, which did not fix the leak.

I asked AHS to send a central air tech since it was not cooling properly and they found an obvious leak in the central air system that the first A/C repair company had clearly missed. I spoke to AHS about this, given that I had to pay service fees for both and over $300 in fluid fees each time. I assumed that since the first company had clearly missed an obvious problem that ultimately cost me significant time and money, that AHS or the first A/C company should be responsible for the further cost. AHS explained that was not the case, that there was no proof that the first company missed anything, it could have been two separate problems with the A/C system, the leak could have been new. This of course is not rational, but it prevents them from addressing the problem and I didn't have recourse.

The bottom line is that the coverage is reasonably priced and if your $75 service fee leads to a fixed problem you will be happy. If it doesn't get fixed AHS does not care about you. They will string you along as long as possible hoping you will give up and replace things yourself.

The contractor that was sent out was great, very professional, and really knowledgeable. I was impressed with the tools they used and the services they provided. It was far beyond any of the other experiences I've had dealing with contractors. We've been with AHS since we had our house for 17 years. Cost per service has been good, and anytime we had problems with anybody, it was an easy remedy. Everything works and all is good.

They had also been sending me emails to take out a policy even though I have one, but they were offering a 45-dollar discount. However, the guy told me that he tried to get me the discount but the woman said that I didn't qualify because I was a renewing customer. I was annoyed about that and I reminded her that when I first started out with them, they gave a coupon so that the first co-payment on the first claim would be free and they don't even do that anymore.

But then, a week and a half after my contract renewed, I got the new contract but it wasn't even the new policy that I customized. Plus, it was a different price than what was on the computer. So I called them up and they told me the price on the computer was for new customers. I felt a little insulted that they were telling me they're going to screw me as an existing customer for $3 a month to give a new customer a better price. I had been a customer for seven years but then we had everything redone so we had new appliances, air-conditioning and heating so we didn't have it for a while. But we've been a customer for the last three years and it didn't make sense. I asked them, "Why don't I cancel my policy and then renew it a month later and get the new customer pricing?"

So basically, they came back after speaking to a supervisor and said that the billing was all set at the higher price but they'll give me credit to bring the price down to what the computer quoted. Then they reminded me that it's for new customers and they were basically doing me a favor. I got a little annoyed by that. They're not giving me anything and nowhere on the computer did it say that the price was for new customers only.

I understand they want to get new customers but they shouldn't do it at the detriment of old customers. They should take care of their existing customers. The renewal of the contract was not a pleasant experience but the claim was. The most recent one was for a multiport valve for the pool. I did it over the phone and it took two seconds to set up the appointment. A great company came out and it went perfectly.

Then somebody from American Home Shield called me. I missed his phone call and he left me a voice message saying, "We're just calling to let you know that you've been contacted by the contractor. And he said that there's nothing that he can do but thank you for using American Home Shield." The contractor said that it was a simple crack in the bathtub but I wouldn’t have that because I have a shower. There's no way that that much water comes through the top of my shower.

We've had a couple of claims since we have lived in our home. The heater went out and won't blow on our last winter. The guy came and he said he'll try to see what he could find. They had to come out twice. There were two gentlemen and they were here until 9:00 fixing the problem. They were courteous and very conversational.

There was also the repairman who came for the oven. He said I have to wait to order the piece. He told me what piece it was and how to order it. Then the guy that came in to replace the parts two weeks later was odd, to say the least. He pulled my oven out five times, put it back five times and then was done. That's the only time that anybody has had a long period of time to fix something, which is annoying. If you don't have the part, then you don't. He said, "I have every other part for every other oven but yours." The AHS representatives are always nice but if they’re going to send someone to your home, they should be thorough and make sure that they're doing everything.

I had an air conditioner that leaked of Freon so I called American Home Shield and they gave me the number. The people came out and they put in a new unit. They were awesome, fabulous and did a very thorough job. The performance of my air conditioner has been better since the repair. It is well worth the money. Sometimes people think that if you pay this insurance, everything ought to work like they want it to. But, it has to work according to the rules. I had to come up the code and I had to dispose of the units and that’s part of what's in the contract. I'm extremely happy and I won't go anywhere without it.

I've had to wait for them to fix things. But with my recent claim for the air-conditioner, the contractors came right out and fixed that because it was a minor problem. I didn't like a couple of the technicians but most of them were very professional. Most of the time, they give me the number of who is going to come out and I have to call because they never call me. Overall, I'm okay with American Home Shield and I've had them for quite a few years.

However, this last time has been horrible. My oven malfunctioned and wasn’t heating food up properly. In typical fashion, AHS sent a company out to handle it. They said a piece had to be replaced so they ordered it. The part came in about a week later and they came out to install it. But late that night, I started smelling gas. That was a Wednesday and I called the gas company and they said that the oven had to be replaced because of the gas leak. So I contacted AHS and explained that the gas company had red-tagged the oven. They said that they understood what I was saying, but anything was possible and I could be lying. I didn’t like it but I respected it. They said they would contact the company that they had sent out and they would set it up as an emergency.

And then the company didn’t contact me even though I tried emailing and calling them for two days. So then that Friday, I called AHS and they couldn’t get in contact with them either. Instead, they tried to send somebody else out that night but everybody was probably already closed and nobody called me. Then on Monday, I called AHS again and they tried to send a different company out again however the earliest they could come out was Tuesday. I was at work that day and my aunt just ran to the store because she thought she had time, but then the person came. Even though I called the company and my aunt was only five minutes away, they couldn’t wait. That wasn’t American Home Shield’s fault but still, I had to wait for it to be rescheduled for two more days.

They sent a new company out but all they did was look to see that there’s a red tag there. I could’ve just sent them a picture. They also told my aunt that it had to be replaced and they were going to order one. I tried to call the company back that day and although I couldn’t get in contact with anybody, I thought the replacement must be in the process of getting ordered already.

The next day, I finally got to them but they said they’ve already forwarded the information to AHS and it was AHS that I had to call. I was on hold for an hour the first time I called AHS, then they connected me to the next department and I was on hold for another half hour. But the first department had told me that there was nothing they could do at the time and that they had to talk to the company again. I asked them why and they said because the company had stated that the gas leak was not due to wear and tear and American Home Shield only pays out for things that are due to normal wear and tear.

And I explained to them that it’s not due to normal wear and tear. The company that they sent out broke it and there was no gas leak prior to the company coming to replace a part. But they insisted that they still have to talk to the company and I asked them whether they realize how long I haven’t had hot water or gas in my house. Luckily, it wasn’t wintertime. They gave me all the apologies and were really nice about it but that’s not the point. Then the rep put me on hold and when she came back she told me that they had to send GE, the oven manufacturer, out. I asked them why that was necessary and they told me GE had to trace exactly where the malfunction is. I asked why didn’t they just send GE out in the first place but they said that’s the step they had to take.

When I asked when GE could come out the soonest, she told me she would call me back but she never did. Because I knew the department was closing, I called back and was on hold for 45 minutes yet again. Finally, I got a very nice guy who was apologetic and tried to do the best he could. He put me on hold a couple of times to talk to his manager but the manager just told him the same thing and that GE had to come out and tell them where the gas leak was coming from. I explained the situation to him and he was so sorry but it wasn’t his company and he had to follow the process. Then he said he would try to get the appointment with GE sped up but at that point, I didn't even know I had one. That was a Monday and apparently, the appointment was for Thursday, between 8:00 and 12:00.

I asked if that was the soonest they can come out because in the event that AHS approves the claim, I would still have to wait to order a new oven and that could take another 7 to 14 business days. He promised to call me back first thing in the morning, which he did, but it still got me nowhere because GE couldn’t come out any sooner. Now, I’m still waiting for GE to come out and tell them that the oven is broken inside because their repairman broke it. Today I’m actually going to look at ovens, buy one, and have it delivered on Friday. I know AHS has a reimbursement option, but at this point, I still don’t know if they can turn the gas on or I would have to wait for the gas company to come back out.

I had also asked AHS whether they understood that the company must have known that they sent someone faulty out because they never got back to them again, and every time AHS tried to call them, they couldn’t get in touch with them. In their notes, it specifically stated that the repairman came out for a broken gradient from normal wear and tear. Clearly, he did something. Maybe I’m missing something but it doesn’t feel like It’s rocket science.

I’m disgusted with this experience. It’s been a nightmare and I've felt like I have no control. But at least the customer service people were nice. I’m understanding of the fact that everyone I’ve spoken with doesn't make the rule and it's not their fault. They’re not the CEO telling me that he doesn’t care about me. One of the guys was even sweet. He told me that he would typically advise clients to warm water up on the stove but in my case, the stove is the problem so I still can’t warm up the water.

I had to go back and forth with Sears who said that I had to pay them $57 for them to restock it. Why even restock something that’s not gonna sell anyway? Sears ended up paying AHS the $57 and AHS sent me a check for the $57 for me to keep the hood range so we finally got all of that straight. The hood range was back there in the box with my dent for almost three months trying to get somebody come out here to put it in. Sears got the initial first $75 and they did their part. But those other little companies in between are not getting any money. That might have been why they didn’t want to come but they still got a job to do. They're on the contract as a contractor for American Home Shield. But the last company they sent out put up the hood range and did a beautiful job.

Also, the first time I started with AHS, something was going on with my central air and they came out and found out that it was the compressor. My unit was still under warranty so the warranty people with my unit sent it to AHS and they put that in. It's $75 for the service call fee which was no problem and that’s been up and running ever since. Some of the people they've contracted with weren't reliable but it was so great with American Home Shield. If anything else comes up, they're the first one I call. I've been with them for six years now and I pay extra $399 a month which is well worth it. They're excellent and they do what they're supposed to do.

AHS sent back the contractor and he had to fix what I have been asking him to fix from the beginning. I requested AHS for somebody else. A new contractor came out and he fixed the problem. Since AHS sent out another company to do the repairs, my water heater has worked perfectly. Overall, my experience with AHS was good. For an older home, AHS' home warranty is necessary.

In addition, Thomas Brothers who were plumbing people from Hayden Lake came out about a year ago. The old faucets were on the blink and leaking. They replaced and put in new faucets, which we bought, in the bathroom for us. They did a beautiful job. So our overall experience has been very good. Although, sometimes it takes a long time to answer the phone. I was on the phone for 40 minutes this morning and I did some other jobs while I was put on hold. They said 12 but it turned out to be about 40. It’s not a very good response to wait as long as we did.

That prefaced, I do want to express gratitude to American Home Shield for reimbursing me all but 90 cents of the total repair bill equaling $400.90. The problem was a faulty expansion valve, which is crucial to the function of the AC system. An American Home Shield social media rep named Stacy reached out to me by phone and email, asking for a copy of the repair invoice. She said she would look into the matter for possible reimbursement. About a day later (July 28th) I received an email note from Stacy saying:

"You will receive a check in the mail for $400.00 within 7-10 business days. I apologize for the inconvenience and I wish we would have handled this a lot sooner. Also if you have time to re-rate your experience with Consumer Affairs, that would be great. I appreciate you allowing me to assist you. Have wonderful weekend."

The check arrived in the mail this past Friday, August 11th.

Again, I'd be remiss if I didn't express gratitude for this positive resolution from American Home Shield, and I do believe their response merits an increase in their star rating (originally a 1 out of 5). However, I have to balance that gratitude with a sense of caution. As Stacy herself said, she wished the circumstance had been resolved much sooner, and this whole situation began on June 9th. So, it was a process lasting more than 2 months. Had American Home Shield taken me at face value when I told them the system wasn't cooling properly, and had they sent a more thorough and diligent repair company that would take the time to diagnose and fix the AC system properly, this could have been resolved within a week of discovering the original problem. Indeed, American Conditioned Air (the company I hired on my own that actually fixed the issue) had everything resolved in about 3 days (would have been sooner except they had to order the part).

To honor American Home Shield's positive resolution, I will increase their rating from 1 star to 2 stars out of 5. This is not to be stingy or ungrateful. 2 stars, in my estimation, says that this experience left me a bit shaken in terms of trusting American Home Shield for future warranty service. However, I am willing to move forward with them, at least throughout the remainder of my year-long contract, to see if they will handle future situations in a more satisfactory manner.

If I do have to call upon American Home Shield for future services, I will do my best to return here to Consumer Affairs to rate and review those experiences as well. I hope what I have shared will help you as a fellow consumer.

Original Review: July 4, 2017

We moved into our new home in June 2017 during an Arizona heat wave (temps exceeding 110 degrees). The home is only 6 years old, but the AC unit would only cool for a short time before the air would turn warm and stop cooling. Depending on the time of day, we struggled to get temps much below 80. We called American Home Shield, and they sent a company called Mechanical Forced Air. The repairman simply replaced the capacitor and basically indicated the unit was cooling as it should (which it wasn't). He talked down to me in the process.

I called American Home Shield a few times after this to see if we could get another company to come out. They told me this would be an additional $75, which I understood. However, as I spoke with them about the problem, there was a question about what constitutes a "mechanical failure". In other words, they were indicating that my perception of the AC not cooling enough might not be valid as something covered by the warranty. Out of frustration, I asked a contractor friend of mine for a referral. This led to me hiring American Conditioned Air, independent of my home warranty. I just wanted it fixed without the hassle. Their repairman thoroughly examined our HVAC system (unlike the MFA rep who didn't even look at the unit in our attic).

The ACA rep discovered that our coil wasn't getting cold enough because of insufficient refrigerant flow. He installed a new thermostatic expansion valve, and now our unit is working perfectly (it actually cools and shuts off, as opposed to just laboring and never cooling). The $400 I paid to American Conditioned Air was worth the peace of mind. Their service was prompt, thorough, and correct. As far as American Home Shield and Mechanical Forced Air - I wish I could say better things about them. But I don't think the warranty price (almost $500) nor the service call fee (another $75) was worth it.

Original Review: July 4, 2017

My central air unit is 29 years old. I was told by 2 AC companies that the unit is condemned and needs replacement. No cold air. AHS refuse to replace the unit. They just want to replace the compressor. It will only put a Band-Aid on the problems.

Finally our calls were transferred to the "escalation" Dept. He sent out Lino from NuAire. Lino hunted down the leak in the attic and showed me to confirm. Highly recommend NuAire and Lino. AHS didn't even entertain the idea of refunding any of our past years of wasted money on a leak that all their other contracted a/c repairmen didn't bother to even look for. Tip: If you're seriously needing to speak to a live person at AHS - push the button for "new sales". They will answer that in less than 1 minute. Customer service for repairs, forget it. Go figure.

I contacted AHS, and they advised I could replace the unit and they'd reimburse me for the "cash-out value" of the parts that needed to be replaced. When it came time to settle up, all AHS was willing to pay for was the central coil and a pro-rated price on "some" of the freon - both at their deeply discounted, wholesale price - a total of about $350, despite the fact that the new unit cost me more than $4,000. What bothers me most about this was that I ended up paying TWICE for the A/C unit. Once to replace it, and once to simply line AHS pockets. They have wormed their way through every excuse in the book. I've fought with them for a year now. We've gone though every part and they have an excuse for everything, from "That's only with the platinum warranty" to "We used to cover that, but don't any longer" to "Even though the repairman had to disassemble that part to get to the coil, that's not our problem. We only replace the coil."

I called for my AC and it's 17 years old with a Freon leak, insulation ruined by moisture, the spot for the air filter is unusable, filter actually sucked into unit, and the unit needed replacement. I ask the salesman on the phone if they replaced these with the warranty and he assured me they did. Well, what they did is put stop leak in the AC and fill it with 9 pounds of Freon that's being phased out at 70 bucks per pound (the company will only pay 10 bucks a pound leaving you stuck with the rest, not knowing how much it costs until you're hit with the massive bill) and left me with the same old unit that's now beginning to leak again. So, I'm paying 54 bucks a month, 125 for the service call, and an outrageous amount in Freon only for it to continue to leak, still have non functioning insulation, and non functioning filter. So now, I'm going to have to pay this several times a year just to keep it going.

Had I known that they almost never actually replace things, I wouldn't have wasted my time and money with this. The service response was fast, that's the only good this plan did for me otherwise, my savings are non existent. I could get just as fast a service response without shelling out the extra money and frankly, I'd sooner pay to get my own air replaced than to go potentially thousands in the hole waiting for a replacement on a unit in such bad shape that a previous repairman wouldn't even work on it. I sure wish they had been honest with me about this aspect because it was a real surprise to be handed that bill. I understand they are in this to make money, but when equipment is this bad, they should replace it rather than force you to pay this cost for a band aid. I got this to fix problems and that is most certainly not what is happening here.

I've been a customer about four years now and the very first year was great, but the rates went up on the second year and went up again on the third year, and the deductible was bumped as well. The deductible should remain the same and if we become dissatisfied and decided to leave, we'll be subjected to a new deductible if we come back. Also, their customer service didn't rise with it and went the opposite direction instead. The people are knowledgeable but when I call them, there have been times when I had to wait for 10 - 15 minutes for a representative. But, overall, it's been good.

I then called another air conditioning company not covered by American Home Shield, and they were able to get me in that same day. They came and told me the compressor for the unit needed to be replaced and that they would start the process of getting the part shipped in this Monday. Just to check, I called American Home Shield back and asked if a compressor was even covered under them. They said they don't cover any of it. So if I had waited until Friday for their covered company to come out, the issue wouldn't be covered anyway.

I think it is ridiculous that American Home Shield doesn't cover basic air conditioner replacements, and don't do it in a timely manner. I feel as if my health as well as my family's is in danger waiting that long to get our A/C fixed, and then they don't even cover it. We will be cancelling our American Home Shield account, and will be reporting this to the Better Business Bureau if American Home Shield refuses to cover this or respond in timely manner. If you're an American Home Shield covered family that lives in a place where an air conditioner is a necessity, please cancel and go with another Home Warranty company for the sake of your safety.

When technician came out on Thursday he said it was the compressor and could order part locally and get it sooner but AHS typically wants him to order through them. I called June 29, June 30, July 1 and July 2 to see about the order and they told me the people that would authorize the order/part not available. They told me that authorization department has not authorized it yet. What?? Last week they told me l'd never fear the authorization dept works through weekends and nothing was done. Now Monday July 3 I have called AHS as soon as I got up and first call after 32 minutes on hold. My call came into queue and the call was disconnected. I called back and now have been music on hold for 29 minutes waiting. It gave me enough time to look up this website and start to write this review.

I just spoke to AHS and the work still has not been authorized and no parts have been ordered and I have been without AC for over 1 week and counting. Nice young lady at AHS was very kind and said she would have authorization department call me when they order part. I told them I wanted them to authorize the vendor to buy part locally and install today. I have been told that I would be called by authorization department on past calls to AHS and to date no authorization and no call. I have a crisis of confidence that AHS is able to assist. I am looking to escalate to outside the normal protocol. Unacceptable service. I find it interesting that every time I call in they verify my telephone number and email address and not once have I received a phone call or email from AHS to give me information on this work order. Why??

The people they have as contractors are ridiculous as well and no one holds anyone accountable. I posted a complaint to their Facebook page, which now I see I've been "blocked" from to be able to make any comments. And my comments have been erased. I send an email to their social@ahslink.com email and have yet to receive an answer. They transferred our claim to another vendor and we're still waiting. Spoke to retention and still cannot get a clear answer.

American Home Shield keeps giving us the runaround. I am hoping we can get this repaired with having to go to court and I can return to this site and give American Home Shield a positive review. At this point, I would say they were good with minor repairs, BUT if it's something the 1st repair man did... they will NOT accept responsibility.

As of this moment, we are still waiting for a return call from American Home Shield. How could anyone live in this heat? We have health problems and this is totally unacceptable. Of course the first repairman that came out isn't going to take responsibility for the NOT fixing the unit properly in the beginning. If we have left the house the first day after he thought he repaired it our house would have completely burned down. Or if we would have been asleep when the unit caught fire it could have been really bad. Like I said above, this all started on June 18th, and today is July 3rd and we are still without air. I will keep everyone updated as to the progress of American Home Shield and the resolution of this matter.

When I called the EXACT same service provider directly, they told me they could indeed some out, but only because I had previously signed up for the VIP service package. This issue with this situation is that AHS did not have the standing with their providers to offer their customers exemplary service and they failed me. I ended up paying for the entire service out of pocket, rather than leveraging AHS's rather worthless "we'll get back to you in 3 days" offer.

We called the company back and the receptionist asked the guy while we were on the phone why didn't he locate the leak and the said he didn't know. Yet we still had to pay him 75.00 for coming out. All AHS said was that they couldn't refund our money back because the money doesn't come to them. So AHS have these companies working for them and treat their customers like crap. The guy also told my husband and I that AHS are really strict and they are limited as far as what they can do. He also recommended a new AC unit but said AHS wouldn't approve until they come out to my home 3 or 4 times.

We've been with AHS for 7 years and it's been the same **. The sad thing is we don't use them but maybe twice a year. If you're considering this place you need to think twice. We will be talking to a news reporter about this place. I have asthma, my children has asthma and my daughter had heart surgery. Having a refrigerant leak isn't safe with our health conditions. It's time for this place to be exposed with documents.

They were willing to pay either $1,600 or $1,800 if I opted out. In every place that I got for the heat pump, the price was around $8,000 to $10,000. I got three different estimates so I opted out, and never submitted a claim yet. I had the unit fixed and it cost me around $6000 and the permits through the town which I went and got myself only came to $250, in which there were no thousands of dollars of fines for a high voltage, low voltage, and all that crazy stuff. Then every time they send somebody out, it's a $100 deductible, which was three times for the heat pump, and I paid them each time. The person with the refrigerator said that I'm only supposed to pay once as I shouldn’t have to keep paying if the thing wasn’t fixed. And their contract said the only thing that they don’t do is the geothermal which is an underground. My heat pump is not like that, so it wouldn’t be exempted.

Also when my refrigerator went, I had somebody out last May 1st for that. The contractor said that I needed a new compressor. They went back and put a compressor in, but the freezer never worked. So, they had somebody else come out and I was still waiting. Then finally about a week ago, they said that they would replace our refrigerator and they're willing to pay up to $1,300 for that. I went to P.C. Richard and bought one then I sent them a copy of the receipt and they said that it would take up to four weeks. So what's the worth of having the coverage if they don’t do anything? I got it because I'm a senior citizen and I figured that I wanted to be able to keep everything up and going in my home without having a huge expense. In the end, I still paid and I still don’t understand what the discrepancy was. I'm not happy at all. I've had them for a couple of years, but the same thing happens.

I've fought with the customer service in the last couple of months and they don’t have the ability to pay more or work out something with me. They just argue and we don’t get anywhere. When I called and asked to speak to supervisors, I was told that I can't do that. The rep could give the supervisor a message and the supervisor would call me back. Somebody also told me to ask to talk to the president of the company to tell them what was going on, but I was never allowed to get that high. I finally got the supervisor who called me a couple of weeks ago. I had my oven fixed on my own because I didn’t wanna go through the hassle. It was to the point that I was gonna have a lawyer and fight this because it’s so insane. Everything is dragged out accessibly long. They have me over the barrel, but in the same sense, they still tried to get somebody to fix it. They dragged everything out and I guess you have to buy whatever they have. I'm very disappointed.

I called on July 1, 2017, after 39 minutes my call was answered. Their Associate was not helpful so I requested to speak to a Supervisor/Manager. I was then placed on hold. After waiting approximately 10 minutes my call was disconnected. Did the Associate or Supervisor call me back on the phone number that was verified on my account previously to resolve my service problem, of course not. I then had to call American Home Shield again. After being on hold for approximately 30 minutes my call was disconnected once again. I called for a third time and the same thing happened again. I am so furious!!! I expect a call from a Supervisor or Manager immediately.

After two Months, I feel I have been more than patient. Why would I want to continue to pay $75.00 monthly for this kind of customer care. Their statement is if they can't fix it they will replace it. When I recited their statement back to their Associate I was told it is up to the Repair Technician to make that decision. I will be reporting American Home Shield to the Better Business Bureau. I will contact our local news channel that helps people against fraudulent companies. I DO NOT RECOMMEND AMERICAN HOME SHIELD WARRANTY COMPANY TO ANYONE INTERESTED IN PURCHASING A WARRANTY PLAN.

They didn't like what the technician had to say so they denied me the help I needed to get it fixed. They didn't care that I have pets and small children and that it was a 121 degrees! It has been over a week of them sending out different companies to get a diagnosis and they haven't authorized anyone to fix my air conditioner. Finally, today they said someone was coming out between the hours of 1:00-7:00 on a holiday weekend. I have been home waiting and it's now 7:30pm. No one has called or shown up!!! Needless to say this has been the worst experience with ANY company I have had to use. I guess I will have to wait until after the holiday now, going on week number 2!! So unacceptable!! Seriously sitting in my hot house crying right now.

Now my a/c went out on 6/15 and the same tech as before came and said 1 week to 10 days. They called Ricky to take a picture of the part two days after he left and they still ordered the wrong part. Several calls to AHS and to the tech and still no part. Almost 3 weeks and they can't even get a supervisor to call me back. My warranty stops in September and I will not renew with them ever. I'm so mad right now.

He said he was going to try to get them to look and see that I had submitted it but he couldn’t do that. I probably had to call again and once I called again, I told the problem and they had someone here right away. The contractors were very nice. The one who fixed the oven had to order a part and I don’t know if they got busy. I said that we needed our oven before Easter rose and he was very nice to get somebody here the next day so it worked out. Overall, I'm satisfied.

I called AHS again when our dryer was not working but I needed to wait about 45 to 60 minutes over the phone to get customer service and it was very frustrating. I shouldn't be waiting for so long to submit a claim and I didn't want to submit it online as I wanted to speak to somebody. At the end, my husband submitted the claim through the automatic machine but he was also waiting for a long time. Then when I called the repair company, the secretary was not amazing. I called on a Saturday, she called me back on Monday and was able to fit me into Tuesday. It was hard to not have a working dryer for some time and I asked her if she could fit me in an earlier schedule if there's a cancellation but she said that they only have time for Tuesday.

But the tech who came out did this thing and fixed the dryer. He was not talking much but he seemed to know what he was doing. I used the dryer once already and I just heard a little bit more noises today. He also said that I needed to call a plumber to clean the duct work from lint. I asked him if he could put it in his report but he said I should call his manager. So I was trying to call AHS yesterday to check on that. I waited 45 minutes then I hang up.

And today I was able to reach them after 55 minutes which is ridiculous. But the customer representative I got was so nice, very patient and very thorough. But she said that the tech who came out was not responsible for cleaning pipes and that it was the plumber's responsibility., which looks weird to me. But if the vent is clogged with lint then it needs to be cleaned because otherwise, it may cause the dryer to not work again. So I told her that I have another claim for the leak in the kitchen and in the kid's bathroom. And I have a plumber that is supposed to come tomorrow. I can ask him if it's something that he would do. But I was hoping AHS was going to get more explanation from the company that they send to me.

Also, I called the plumbing company that they gave me and I asked the rep if she can call me 20 minutes before the tech's coming because she didn't give me any time frame. That's what we usually do to make sure the person is in the house. She said that they have three calls in Great Neck where I'm at and that she can call me 5 minutes before the tech arrives not 20 minutes. But that doesn't help me much and I felt like she was very rude. Overall, I'm satisfied with AHS but I'm hoping for a better service.

Meanwhile, we had been trying to get a hold of AHS but every time we call, we hold for 30 minutes before giving up. Finally got through yesterday and talked to a nice rep who said there's nothing they can do except try to get a hold of the contractor. So asked for a supervisor and they couldn't take my call but one would call me back in 4 hours. That was almost 24 hours ago. It is unacceptable to go without a refrigerator for this long. Luckily, we have something small we can keep milk in for the kids. I've never had a problem with AHS but this is insane. They should have replaced it when the first contractor made the recommendation over 3 weeks ago. Why is this contractor in your network if you don't trust their opinion? And why am I forced to spend hours trying to get this resolved.

The next day I called AHS, was on hold for 22 minutes and the girl told me there was nothing she could do because he wasn't answering his phone. I called the next day and the girl tried to call him and got no response. The girl later told me he called back and told me they would be out that day. Didn’t! The next day I talked to a girl in Texas. She tried to call him and, no answer, she came back on the line and told me she had texted, email and voice mail and would call me before she left work yesterday. No call. Today I have spent a total of 1hr. and 22 minutes on hold with no results. I don't expect any from this email either. I paid the plumber 75.00 copay. I have been a policy holder with you for 3 or 4 years now and I am really upset that I can't get any answers.

On to the stove, the tech came out on June 5, said the part would take a week. I called on the 16th for an update, the response was, "Part is due to arrive on the 14th and the tech will call you" - yes two days earlier, so I called the tech directly. They informed me that AHS still hadn't approved the ordering of the part. Now it's the 30th - no status update, no calls, nothing. When I asked today - they said, "Oh part should have been delivered on the 14th". Horrible service, horrible follow-up and no one is accountable. Save your money - last time I will call AHS but not the last time I will tell my story to friends, coworkers and anyone else.

This was a case of total switch and bait to get me to buy that day which I did and I also later on purchased one for my home in Florida. Ask yourself why is it on one home both with air conditioning and not on the other for $1.00 a month. I was duped and will take whatever action necessary to receive my due compensation from them so here I am sitting in a 85 degree home with a medical condition. Look at other complaint sites they have over 600 complaints. Beware of this company at all cost.

The next day I get a phone call from an AHS obnoxious sounding CS telling I will owe this, that and the other. Whoa lady, how does he know what the issue is without any testing equipment? After more discussion, I'm told I could get a second opinion. The next call came from the repair company, wanting to set a time for the install. Whoa, I am not comfortable with the techs information as he did nothing but eyeball both components. This dude was also RUDE. He kept trying to tell me the system had been tested. I was there, I'm a hands on, curious, like to learn what's going on. He kept cutting into my conversation and also told me I could get a second opinion from another company.

So I call AHS to get the specifics... I explain again the first tech did no testing, and I wanted a second opinion. The deal is if their tech was wrong they would pay the service fee, but if the first tech was right, I'd have to pay another service call. Then the vendor -same rude guy,- calls again wanting to set up the install time. He obviously didn't check the records to show we spoke the day before... Then he remembered. To put this in perspective of time, the first tech was here maybe 30 minutes. I get a call from the second AHS contractor J-Tech Mechanical. This dude came with his equipment, was here 2.5 HOURS and diagnosed the problem all the previous service providers have missed for 10 YEARS. His diagnosis was the same, but told me where the fault was. I quite happily paid him his Service Call.

Getting busy with work, I didn't call AHS back to discuss the first contractor. Yes, it was my fault, I should have placed a stop payment on the check, but it was too late. Bottom line, to replace a unit using AHS is fruitless. The price of an entire new unit which I decided to opt up, is the same as all the other previous quotes I received which included all the extras AHS said I'd need to pay for.

If your unit needs repair, and AHS send out a qualified contractor, maybe it's worth it, but not if you expect to get help on replacing the unit. And of course, there's the freon charge, they foot $10 a #, you foot the $65 - $80. Before finding this site, I was holding and transferred. After the third transfer and barely being able to understand the rep, I ended the call-- time spent draining my phone battery -- solid thirty minutes. I would recommend JT Mechanical to anyone, they will replace my unit, but meanwhile, I've decided to let it run until it's out of freon before the new install.

The issue there was that I had to get an outside person because American Home Shield couldn't find anyone to come out since it was a weekend. To get the authorization was just a gigantic headache and I had to go office to office and one person would approve it, but then they told me it wasn't approved and that they were wrong for approving it. It was an absolute nightmare as the whole bathroom had to be gutted. A pipe broke and it was a big problem because of the leak that was pouring in.

The other time that something else happened was also on a Saturday. That Friday night, I noticed that my water heater was wet, there was a puddle around it and I knew that it was breaking or something's broken. So, I need someone here immediately but it was Friday night so AHS couldn't do anything. They called Saturday morning but they couldn't find anyone so I ended up finding my own person. That person came and then AHS had to talk to him on the phone and again, it was a question whether they'd approve it. It went around and around, but I had to get to the wedding so I put my daughter on the phone instead. Eventually it was taken care of and they reimbursed me $400 that I put out. However, the rigmarole that I went through for both those things that happened on a weekend was terrible.

I get that they have to find their own person but then the process of getting the person or not reaching a live person, especially on a weekend, made me think that they're doing it purposely. I hope they change something. It was hard getting a hold of the supervisors because it was the weekend. I almost gave up on AHS but then I had a few incidents that were good especially during the week.

To just get past this horrible AC replacement experience, my husband just said "uncle", "just order the unit they originally stated", even though it is an inferior unit to what we had installed prior to this issue. When signing up with AHS we understood and contract says equal or better when replacing and covered appliance et. al. We will never use AHS again and will be sure to spread the word that AHS is not the warranty that our friends would want to use for their home warranty needs. Another complaint is they never gave us an "order number" in all the many emails they sent us.

I have made repeated calls to American Home Shield with average wait times of 1+ hours to get nowhere. The worst part is that American Home Shield has acknowledged that this situation has been going on for this long and still REFUSE to assign another vendor and has allowed CMR to continue to jerk me around for the past two months! AHS claims they are unable to assign another vendor because this is their "policy." However, I can recall AHS assigning replacement vendors for previous service requests I have initiated. That's when I realized that it was not only CMR running a game, but AHS as well. To this day I am still fighting this emotionally draining fight to get my air conditioner fixed! I now regret the moment I made the decision to renew my contract with American Home Shield!!!

Several more weeks go by. AHS sent the tech back week 7 of this process to fix the washer and I took yet a third 1/2 day off of work. After being there less than 5 minutes he realized a different part was broken as well, something missed the first two visits to our home. Once again he informed me that it was $650+ in parts and AHS would decide what to do.

3 days later I contacted AHS again, after being on hold for almost 20 minutes a (very rude) customer service agent, Desiree informed me the tech had yet to submit a report of what was wrong. I verbally verified that if she was calling the tech company she had my contact number in case something happened during the 3 way call she could get a hold of me. The call was dropped and I never heard from Desiree again. I called AHS back that same day and sat on hold for 50 minutes, finally giving up since I had to be at work.

Two days later I called AHS and spoke with yet another rude customer service employee, Tanisha. She informed me that AHS still didn't have a report. She called the tech company and informed me they'd let me know that day what was going on. When I continued to express my frustration and how many hours of work I've missed and the bills we've accumulated all she could say was "There's nothing you can do, there is nothing anyone can do, even our CEO can't help you". I repeatedly asked for a supervisor or even the CEO! It has been over 8 weeks! She took my information and assured me that their system in place for this situation is that a supervisor would contact me. It has been 2 addition days and I have not heard from a supervisor.

Today we received a voicemail from customer service. I'm currently sitting on hold... It has been an HOUR AND FORTY SEVEN MINUTES AND WE ARE STILL COUNTING. Summary: 8+ weeks. 1.5 missed work days without pay. $96 in laundromat bills ($3 a load x 4 loads a week x 8 weeks). Over 2 hours spent on hold with AHS. Still no washing machine. A complaint with the Better Business Bureau has been filed. Do not accept any home warranty with AHS.

May 2017, AC was not working and I decided to see if the blades were spinning and that's when I noticed that the cover on my AC outside was off and all the wires were exposed. Apparently, Greendian left the AC uncovered since Nov 2016. AHS sent out an independent contractor Sunn Corp to evaluate my findings home on May 3, and confirmed my findings. In addition, the Sunn Corp's contractor identified that the gas furnace was unsafely installed and posed a hazard of carbon monoxide leak. As a result, the Sunn Corp technician disconnected the gas furnace. Sunn Corp also stated that Greendian (the company that installed the gas furnace in Nov, disconnected the AC and had never reconnected it).

AHS authorized Sunn Corp to fix both systems, however Sunn Corp stated that the furnace needs to be hooked up in order to diagnose the problem. Today, I was informed that Sunn Corp cancelled the work order stating that the system was too dangerous for their technician to work on. Jamal (AHS rep) explained situation to the HVAC contractor in my zip code and only found 1 company Sensa-Air HVAC willing to take on the case, however their reviews are terrible. I have been on the phone for the last 3 hours trying to work with AHS for a solution. I feel an out of network HVAC company be used to fix this complicated repair, which has occurred as a result of Greendian. I just want my HVAC repaired safely without fear. #frustrated AHS customer

A week goes by and I have tried to contact someone every single day spending between 20 minutes and an hour on hold trying to get someone on the phone. I have not been able to reach a live person ONE time since I signed up for this service. I finally went on to reschedule this online and this time no one even contacts me to schedule this service. Now I am calling to cancel my contract and once again I have spent over a week trying to reach someone on every number I can find only to be left to email them twice with still no response. I now have to dispute my charges billed to me monthly and am reporting this to the BBB. Unbelievable.

I have everything covered. Everything happens in threes - the washing machine goes, then the air conditioner and something else. I'm gonna be hot and smelly because I have no clean clothes. Their contractors were excellent and for the cost, especially a single mom with two kids with a big house, they're important to someone like me. I've had American Home Shield for five years straight since I purchased my home and I've never had a complaint. I can't blame someone if they can't fix something that doesn't want to cooperate with them. But AHS keeps coming back until it's taken care of.

After that, I turned the air conditioner on and it started to leak and had a catastrophic error message on my thermostat saying, “Call technician.” It's on a Friday. I shut the unit off, turned my dehumidifiers on to soak up the moisture and water in the basement. I called TempRite and left a message. Three days later, they got back to me and sent another guy out. At that point in time, he realized that the circuit board has short-circuited due to the water leaking. He made another appointment for me to have a new board put into the unit and they ordered that. They also sent somebody out to do a line test on the drain pipe. They found that there was a clog in the drain line. They put the nitrogen in there and blew the clog out.

Then a week later, the guy went and put the new board in. It was real hot that day and he said that it's going to take some time to cool off. I asked him what would happen if it occurred again. He told me that I needed one of the evaporator coils. I turned the unit on and it's been up for six hours. It only took it down to 80 degrees, a four-degree change, so something’s up. I looked at the display and it said, “Error again. Call technician.” I got down the basement and there's water all over the floor. I went up and I shut the unit off as I didn’t want the new board to short-circuit out like the other one did.

So I called AHS and TempRite and left a message. This was Saturday. I spoke to the woman who said she was going to send somebody out, and she never did. Then I called TempRite first thing Monday morning. They said that they would send somebody out. I told them that the guy should better know what he'd do because this is the fifth visit. The guy showed up but then he didn’t know anything. He's been with the company for a week. He said that he just does the installs.

He checked the drain line, and it was fine. I said, “Well, there's going to be a problem. If the drain line is fine, the water isn't going through the drain.” So he stood in there, the unit’s on, and saw condensation on the unit. He then said that it's the evaporator cable. He put his finger and it seemed to be a little rusty. So he called the office at 7:00 in the night and I didn’t know who he talked to. I called first thing Tuesday, spoke with Jennifer, and she said she's going to have to call AHS and have them do a recall.

The technicians they sent out were different people all the time, which didn’t help. If they sent one out, then he would be familiar with the problem, and hopefully, resolve it. It's going on a month. Then AHS needs more customer support. I was on the phone with them 55 minutes on Saturday. Again, when I called them to do the recall, somebody picked up and hung up, so I got a busy signal after waiting 37 minutes. Then I had to call again and I can't stop. I have a disabled daughter and I have to get this thing fixed and it's not happening. I'm on the phone for another hour and some woman came on, and she helped me out. But I'm up to a million with this.

At this point, I called again TempRite three times today. Two times, I was bounced to an answering machine. The third time, which was about an hour ago, I asked for the office manager. His name is Dave and he hasn’t called me back yet. I want to tell him exactly what's going on. I hope something happens. We had two heat waves so far and it's not good.

Filed a fraud claim with my bank but will not get all they have taken. When you get customer service @ AHS on the phone they transfer me then disconnect me and admit I called a year ago to cancel the policy but they continued to bill me because they say I did not speak with a retention specialist a to complete the cancellation of the policy. This is not true. I did speak with two individuals in 2016 about my unhappiness with the services in 2016. This is deliberate because today eight months later I stopped payments thru my bank but I have lost the monies stolen from my account prior to this date 6/2017. I will be contacting a lawyer and the BBB. This company needs to be put out of business.

On 6/20 we called American Home Shield and they told us that they did not have the information from the vendor. We then called the vendor and they submitted the paperwork again. The vendor told me that they do everything through email because they will be on hold with the company for 1-2 hours each time they call, if they are not disconnected when they do get through. We have experienced the same problem; it will usually take us 45-60 minutes to get in touch with someone. When we have asked to talk to a supervisor, we have put on hold and disconnected 4 times. The vendor told us they submitted the paperwork 3 times during the first week. We were able to get through to someone in the authorization department one time, at this time they did call the vendor directly and get a part ordered (6/27).

Unfortunately, the wrong part was ordered. We found this out when calling on 6/28 to check on the parts. The new part has been ordered, however we have now been told that it will take an additional 2-3 days for the part to come in. This means, we will not be able to be back in our house until next week, and there is a chance of not being able to be back in our house until after the holiday (7/4). I do not understand why this part was not shipped out overnight, or at least in 1-2 days since it has already taken an excessive amount of time to get this done. My concern is that the home warranty company did not make this a priority, the first week that the air conditioner was out there was an excessive heat warning here in the Phoenix area, and it reached 119 degrees outside. The thermostat in our house was reading 109 in the afternoons.

Our home is physically unlivable and unsafe for our animals. We have 2 large dogs that we have had to kennel for the last week and will have to continue to kennel until our air conditioner is fixed. One of our dogs had a stress reaction to being kenneled and had to be seen by the vet and placed on medications, which is another added expense. We have also had to pay for hotels, so this along with the kenneling fees, are being covered by us. We are being told that those will not be reimbursed by the home warranty company. I understand that these items are not usually covered; however this has been an unreasonable amount of time to be forced out of our home. We also have had to eat out 3 meals a day. This is hard for us financially, and this is very hard for me physically because I have a restricted diet due to celiac disease.

I then called the home warranty and after 90 minutes on hold, I was told the warranty didn't cover code updates or permits. I questioned why I was being charged the warranty exchange fee. After some discussion they finally agreed they would cover that cost. So, essentially the home warranty is getting a new water heater for the exchange cost and I am paying out of pocket $440, plus the $75 service fee. What a rip off! I plan to file a complaint with everyone I can and share my experience on social media in hopes that I keep someone else from going through such a horrible experience with AHS.

The serviceman that arrived was rude to my wife and refused to even look at the indoor unit. He claimed that the freon was low and that all he needed to do was charge it. This began our two and a half months with limited to no air conditioning. Despite our request to get a different company, American Home Shield sent the same company to our house 5 times over the next month. On their third trip they replaced the indoor unit. We continued to have problems after only five days.

When American Home Shield did eventually send a second company, Elemental Efficient Energy Concepts, the new company told us that we needed to do an Isolation Test to figure out where the leak is, and that they would send in the work order to be out as soon as possible. American Home Shield refused to sign off on their work order and instead resent the original company! To make matters worse, when I called American Home Shield to ask what was happening two days later, they lied and claimed that Elemental Efficient Energy Concepts had refused the job!

Last Friday, June 23rd, I contacted American Home Shield and requested to speak to a manager. I spoke to Jeri ** about our issues and she seemed sympathetic. She said that she would get the problem solved in a timely manner and would stay on top of the issue until it was complete. She claimed that she would call me on the 26th or 27th to keep me in the loop. She claimed that I would be contacted by the original company again and that they would set up an appointment with a senior serviceman to fix the issue immediately. On the 26th, I called to see why I hadn't been contacted by the company, and Jeri wasn't in her office. On the 27th, I called to see what was being done with my case, and again Jeri wasn't in her office. Today passed and I have not been contacted by Jeri, nor have I been told who is supposed to be fixing the unit.

I love being with AHS. I recently added my mother's home to AHS 'cause she lives at a distance from me. If there's anything that needs to be repaired, I like to make sure that somebody is going to come out and that I have the ability to follow up with them and it's been great. I really appreciated that very much and I've already recommended them time and time again. They are timely and professional and it gives the customer recourse. If something was to ever happen, I'm confident to go back and it will be taken care of.

Tuesday no call. Nothing. Have been on hold with this company for 5 hours and still no contact. I had to call a a/c repairman and pay them out of my pocket to get my a/c repaired today. I have spent 3 days 5 hours on hold and for nothing. DO NOT SIGN UP WITH THIS COMPANY. THEY ARE A HOAX. Now on Sunday they told me they charge my credit card for the tech to be dispatched. I said ok. No problem. They charged my card but never sent anyone for a repair. I am as mad as a bee. These people are bad news. Stay away from them.

Needless to say, American Home Shield had an epic fail today on all accounts. AHS has apparently, like most large companies, forgotten about the customer. Looking at the reviews, they need to take notice. Either improve or close down. I used to be a real estate broker and pushed buyers and sellers to purchase AHS above all others. After this experience, I will push people to purchase all others. It's unfortunate that the customer is pushed so far down the importance list!

The resolution, that, I find an electrical contractor to fix the fans, all costs to be reimbursed in full, and all cancellation fees of the AHS contract be refunded, was a satisfactory response and compensation for the effort I had to expend in resolving the error made by AHS employees handling of my service request/contract coverage.

If customer service reps were all as knowledgeable as Mariah **., I would have kept my home warranty active with AHS.

Thank you,

Vicky

Original Review: June 28, 2017

I requested, by phone, with a customer service representative on June 21, repairs on a kitchen light ceiling fan and attic fan. No problem the representative said and booked me with a company who called within 24-hours. That's as good as it gets. Now for the rest of the story; On June 27th a service tech came by and said he could only fix the kitchen light ceiling fan per his work order. I told him there was a mistake, as I made it clear to AHS representative, as well as his company service appointment gal, that there were two items to be serviced. He showed me his work order and it only stated kitchen ceiling fan. I sent him away as I was placing a call into AHS, which always means being placed on hold for at least 30-minutes. I was amazed that my call was taken under 15-minutes! AHS customer rep said their computers were down, call back later. Ha.

On June 28 I called AHS and after a 56-minute hold, I was told by the customer rep that my contract did not include the attic fan, and proceeded to read somewhere in the contract what it covered. I then told her to please go to paragraph 3, titled Electric, and read to her the contracted items including lighting... attic ceiling fans, etc. She hemmed and hawed then said that I must have used the automated service system and failed to indicate it was an electrical issue. I explained that I called and talked to a real, live human like I was doing at that moment. She then put me on hold.

After considerable time passed - pondering the possibility of having been disconnected - she came back and said she what she could do for me was to, very nicely ask the service company to come back and look at both issues but that I'd be responsible for paying for two services calls at $75 a pop. I told her that was unacceptable since I did not make the mistake - AHS rep made the mistake - and while I appreciated her efforts to assist, I needed to speak to a manager. Of course, there is no manager/supervisor on duty and a ticket would have to be put into a supervisor.

I asked what a reasonable amount of time would be to wait and she said she couldn't say or would be lying to me and then wished me a blessed weekend... harbinger of when I might, if ever, get a call? It's only Tuesday. Based on the terrible service I will be cancelling my contract with AHS. The hassle of being placed on hold for 30 to 60-minutes is bad enough, but when they try to blame the customer for their errors and stick you with the charges, that says a lot about the lack of integrity of the company.

UPDATED ON 06/30/2017: Lodged complaint with AHS three separate times concerning poor service and the resolution on the issue concerning their employee error in reading my contract and not providing the services covered by AHS. I was told that I would be getting a call from a supervisor or complaint rep within 24-hours or in one case the rep told me she couldn't say how long it would take or would be lying. Three times I have called for assistance and the wait is around a hour for someone to pick up the call.

In the meantime my service request has not been resolved since June 21st. At this point, with no call back from AHS or service, I decided to cancel the auto payments to my credit card and discovered the company hi-jacks your ability to change the automatic payment process unless you call a customer rep. So, after a 58-minute wait, the customer rep said I'd have to speak to a different department to cancel my contract and promptly placed me on indefinite hold. Hung up after waiting about 10-minutes and called the sales office who pick up on the first ring.

Sales rep said he'd send email to customer rep about canceling services and would be called in 24-hours. Still no call has been made by AHS customer rep. I called my credit card company who wanted to know all the details and promptly placed a block on automatic charges made by American Home Shield. Further, I put in dispute on charges for June since they failed to uphold the contract agreement for services not rendered due to their employee(s) error.

Their employees misread the contract and did not provide services for Attic fan and electric lighting/fan as stated in my agreement with AHS. This is a failure to fulfill contractual obligations by AHS. This company is disreputable beyond belief. We had three properties with them for several years and never has it been as bad as this year. You'd think, after years of being a customer who does not overuse the services, they'd reach out to resolve the issue. Obviously, they don't care about clients. It's all about the money.

I tried to call AHS to dispute the $75 charge. I was put on hold for 50 minutes then AHS disconnected the call. I also sent an email to Theresa with no response back; further, I cannot get a hold of Theresa to dispute this charge. Is this customer service? I'm utterly disappointed with their professionalism. They dropped the ball and I have no official forum to dispute the $75 that will be automatically withdrawn from our account on 6/29 because they don't have any viable ways for me to speak to a human being or email a human being. AWFUL.

After many phone calls and being placed on hold many times I am very frustrated. I have spent hours on hold with this company. I've been told many times that my phone calls would be returned, didn't agent to get in touch with me to tell me what would happen. It wasn't until I posted on their Facebook page what was going on that somebody actually reached out to me.

Yesterday they finally said that they were going to continue on with the denial. Yesterday afternoon I canceled my contract with them so that the yearly contract would not renew in July. This is one of the worst experiences I have ever had regarding customer service with my home. It is getting very hot in Atlanta, and to just drag me along has been awful. I'm also going to be reporting them the BBB and the Attorney General of GA.

I signed up with Choice Home Warranty. I got a deal which costs me $354.16 per year for 5 years, with the 6th year free. Service calls will cost me $45.00. I wish I had kicked out AHS years ago. Oh, and another thing- talk to the people who answer the phones at both companies. I won't say another thing about it, but you'll see what I mean when I say there is a marked difference in the quality of the call you will have.

Original Review: June 28, 2017

I can't get this company to call me back. I'm on hold as I'm writing this, and it's been about an hr - middle of the day, in the middle of the week. After a month of back and forth we had a site inspection for electrical issues - only to be denied due to price point provided by the contractor. Weeks later another scheduled assessment of the same issue, different company. Have not heard anything from anyone for 2 weeks now. My guess is they have approximately 2 people working @ AHS - 1 to answer everyone's calls, and another to go and get coffee for the office. We will be switching home warranty companies.

I called American home shield twice and long hold. They said they will follow up. Last few times I called service it's takes them some one to come out and fix the issues more than week. It's not worth the money we pay each month if we have to wait for more than week to service company to come out to location. Most of the time they pick really cheap not good rated company so they don't have to pay them lot.

So, if there's a leak in my system, something is going wrong with it. But they're telling me unless they can find the source, they can't really do enough for me that I had to keep adding in it, so they can locate the hole. That's crazy. Why am I paying for warranty if they’ll tell me that they’re not going to change the part I want to because they couldn't find exactly where it is? So, I just went on and paid the money because I got kids. I just can't be in a hot house with a two-year-old and eleven-year-old. I had no choice but go ahead and pay the extra $125 and the service fee to recharge my Freon. But I know the same thing is going to come around next year. Because if I had a refill last year and I had to do a refill this year, the same thing is going to happen come summer 2018.

A friend of mine had an issue with them too. They had American Home Shield. They sent shaky people. When she brought it to American Home, they were like, "Well, we got to go with what they say." In this business, people will tell you anything because they know you're desperate. I won’t recommend them to anybody. I've been with them since I bought my house, but I'm in the process of now trying to find another reputable company.

Filing claims were pretty easy. Half of the time, they are professional and courteous. But a couple of times, we would just go back and forth. Also, it's a long wait to get on the phone and then it is still a long process once I get on the phone. They tell you what contractor they will send out to your home. From there I wait on the contractor to contact me and they give me the information of the contractor. I would then communicate back and forth with them if they have to order parts when they would be arriving to check out the AC. It has been a long process and right now, I'm not satisfied. I don't pay service fee after service fee and on paying my monthly fee as well. So, I need to get some type of credit back or need to get a couple of months free. This is an emergency and it should be up and running within at least a week.

Working with the contractors were sometimes a little rough. I had to call a couple of managers a couple of times to get the ball rolling a little bit. But even some of the managers were not professional enough for my experience because I put my wife on the phone and she was talking to him and the tone given out wasn't customer service tone.

That company, Air Supply Services, wrote down all the wrong information. They put me behind on one of my AC units, which is the upstairs unit by giving out wrong information. I told American Home Shield that this is a fraudulent company because they should give the right information. The system that I got in my house now is an R-410A, but they wanted to go back and put an R-22 system which is going to be outdated in two years. That's not the way to satisfy your customer. I tried to call their manager and I left a message. He never called me back, because I wanted to see where they’re getting the information because they took a picture of the model and the serial number and they were saying that they couldn't get the part locally. They can't come back to my house and service anything. AHS has to get more valuable contractors that provide better customer service.

It was after two months when the problem was taken care of. He came back, he fixed it and said that the plumber missed a couple other leaks that would have been an easy fix. Things had to be tightened and connections had to be secured. We have not had any problems since he was here. The technician was very nice, thorough and explained to me everything that was going on and what had to be replaced. That part of the experience went fairly well.

But when I originally made first contact with AHS to file that claim, it was a very bad experience because I got auto replies, was asked to describe what it was and was told that the problem was not within their venue. They ended up connecting me with a furnace guy from Baker Sales who called to determine what was going on. I said to him that the furnace was fine. He said he was not a plumber and he was very rude. I told him that's not what I said the problem was but the automated system which was decribed as state of the art was not so complete. The next time, I sent an email and I finally got connected with a representative by phone. The other contacts were email sent to me. It was almost like their customer service was being run by robots and that was a new experience for me. There were good and bad experiences along the way, but I'm glad that we have the problem resolved.

I live in the county where no code changes have occurred. And the replacement is SO CHEAP I can hear it fire up and run every time I shower! That was never the case with the old water heater. And now to the A/C coils. After 14 years, they have failed. My tab is $$3300.00. AHS is covering $800.00. How is that replacement coverage if I'm out of pocket??? AND, each time I try and call, the wait time is over an hour. RUN AWAY FROM AMERICAN HOME SHIELD!

Furthermore, I was charged for the service calls. Was able to get one reversed but not the other. AHS is an awful business. I suggest you sock away your monthly payment for big ticket issues and if you need a repair shop around, they are usually the same price as the $75 service call. Finally, I tell the rep for AHS that I want to cancel my warranty and now I am on hold again 20 minutes. To cancel there is an admin fee... For what, this company has done nothing for me at all other than take my money so I guess it's fitting to end our relationship with you stealing more money.

Later on, I called AHS to complain about the issue. First phone call, wait 46 minutes on the line. Only spoke to the customer service less than 2 minutes and the call got disconnected. I specifically asked the CS to call me back if it's got disconnected. But nobody called me back. OK. Wait another 55 minutes on line for the second call. What I got was an apology and the customer service on the phone said they have no control over their vendor... I told her it took them almost 3 weeks and still unfixed the dishwasher, I need to take 2 days off to wait for the technician to come. Please note that the control board of the dishwasher was broken so I cannot use it at all for 3 weeks... She said she can do nothing here. I asked her to escalate the issue and have her supervisor to call me back. Still no one called me back. At this point, I guess they just don't care. How would they expect me to renew my service if thing works this way?

I have seen many articles on the internet on how to ground outlets, and it would seem to me that any competent electrician could do the work. Plus, this electrician NEVER told me contact my power company, which I plan to do. I believe the electrician AHS sent over just has no expertise in the particular job and I certainly believe that AHS just doesn't want to pay for it. Further AHS has the absolutely worst customer service I've ever experienced. I was on hold for hours due to high call volume, which tells me that there are a lot of people with issues, and there is no way to contact them expect by phone or snail mail.

These people don't even provide an email on their website. I cannot trust them to follow up on any other issues I have in my home so I plan on seeking out another warranty company and move on. I had heard some negative feedback when I first bought my home a few years ago but I thought maybe they had changed by then. I'm glad my investment is small for now.

On Tuesday the 27th I wait on hold for 45 mins. for an appointment for another compressor to be installed and told they will see if they have another compressor and call me back to install. I'm still waiting. 5 days without A/C. The reason I'm complaining about AHS is because they sub out this work to a company who is useless and they don't care who they subcontract with as long as they are the lowest bidder. I would be better off being able to choose an A/C company myself. I have tried to call AHS to see if they could assist in any way and surprise, they are no help. They already have my money.

Updated on 01/11/2018: I have written about American Home Shield a few times. Before I did that, I always tried to work with them and they left me no choice but to come here. After several weeks from my last review, they called me to ask what they could do and I said nothing - it took months to get my a/c resolved and it finally got fixed - 4 appointments later - and then I check back here and it says "RESOLVED" as if they had done something to help me or make me happy. Is this some sort of joke???

American Home Shield has just gone down the toilet. Every time you call you have to wait on hold for an hour. It's so disappointing because they used to be so good - I actually recommended them to so many people but they have just gotten so bad. I have a lot of experience with AHS, I had a warranty on 2 properties for over 10 years and this last year I have been so disappointed. Their service has declined to the point I refuse to ever use them again. I'm writing this review to help anyone who is considering them - DON'T DO IT. YOU WILL REGRET IT.

Most recently they auto renewed a home warranty for a property I no longer own. What upsets me is after I sold the condo, I was concerned about that so I sat on the phone for a very long time to remove this property from billing my credit card and they assured me they would... and here we are, billing my credit card and automatically renewing it.

I called again and spoke to sales who told me they would fill out a form and have someone call me from billing. This was over a week ago. I disputed payment with my credit card company because that was much more simple than having to wait on the phone for an hour with them. I have read so many reviews with people complaining about the hours of wait on the phone -- there's no email you can send, nothing. You have no choice but to wait for an hour. My sister-in-law who I recommended use AHS was telling me the same thing with her. It's taken 6 months for their ice maker to get fixed. AHS, you should be ashamed.

I think a home warranty is a great idea--but I would never recommend American Home Shield ever again, their customer service is a joke and their subcontractors are the worst. I'm looking for a different company, one where it doesn't take 3 weeks to get my dryer fixed, 4 appointments to get my ac fixed when my house is 90 degrees, 3 appointments to repair a hot water heater. This is not a reputable company. They say they are accredited by Consumer Affairs like they are legit--this company is a scam.

AHS is working with AC Company so they dont have to replace certain items. They "say" someone stepped on fitting but are unable to produce a picture and tech rep disagreed with this. AHS CLEARLY IS IN CAHOOTS WITH AC COMPANY SO THEY DONT HAVE TO REPLACE CERTAIN PARTS. AC company told me they never replace primary drain pans (the ones inside the unit). Hmmm. Did someone step on all of those, too? AHS is dishonest. I am going to cancel my coverage because I bought it 3 years ago as insurance. I have wasted a lot of money on AHS as they are not there to repair as promised. I can't afford repairs and that's why I went with AHS. I plan to write a warning in as many places as I can.

I called AHS three times to discuss the charges and find out when my Water Heater will be installed. I was on hold for 35 minutes, 44 minutes and 33 minutes. I was NOT able to get an AHS representative on the line. Pretty sad. However, they take my monthly dues on a timely fashion every month. Cancelling AHS is looking highly possible now. Doubt they'll fight to keep me as a customer being that they've taken my monthly dues for the past several years. I will keep you guys posted as to what happens with the installation of my water heater. The battle is not over. Home Depot says they will install a comparable heater in less than 3 days for $550.00. I'll let you guys do the math. Something is definitely wrong here with being the proud holder of an AHS warranty.

I email and all their office ~ no returned communication. At 6:25 I get a call from the tech Earl that they are running behind due to over booking and won't be here for at least on hour. It's now 7:30 PM and nothing again. FINALLY get a call at 8:20 telling me "The tires blew off my truck. I can't make it tonight". I understand he's waiting for a tow truck. I ask what NOW for us as our home is almost 90 degrees. He has no answer but promises he'll have the owner call me (at my request). Did I get a from the owner Andre as requested? NO.

As of 8am this morning, silence. I called their office. Why did they not THINK to call me since our appointment was cancelled? I was told their office was closed today but, they were tying up loose ends. WHAT? Earl told me last night they are open 7 days a week. Their technician Brian did show up in about 30 minutes and confirmed it is a Blower Motor just as my husband had diagnosed himself as an engineer. Guess what? They do not have the part, will need to order on Monday and HOPEFULLY be here to install by Tuesday! Brian was both professional and concerned about our situation. Unfortunately, he's having to deal with a mess others created.

THIS IS UNREAL! First, why in the HELL are you overbooking yourself? You know your capacity so overpromising and underdelivering is NOT acceptable and will do nothing but aggravate the situation more. Secondly, why does AHS not offer their customer multiple vendor alternatives? It is impossible for one vendor to handle the volume! Third, what are we supposed to do for 3-4 more days in 115 degree temps here in the desert? Fourth, it appears you are not properly vetting these companies to be able to deliver ON TIME service.

AHS IS BEING PAID BY YOUR CUSTOMERS TO TAKE CARE HOME REPAIRS! Your AHS service IS NOT FREE! To date, as your 25 year customer, we've paid over $20,000 to AHS in Contracts. We were just sold an upgrade to our existing coverage! Now this? It's clear that AHS is all about collecting monthly premiums but, don't care about customer service in the least. As with any business your contractors represent YOU, AHS. I cannot fault the contractors, I fault AHS for your process and requirements for your contractors.

In all our years as your customer, I can count the number of times we've needed to call AHS for service. We keep our home(s) in very good repair. We are not getting our moneys worth nor are other based on your horrible reviews. Had the technician been properly scheduled and arrived on time as promised yesterday, we would have gotten the Blower Motor and had it installed today! Instead, we will be going on 8 days until this is completed since our initial call.

We've rearranged our schedules to accommodate this situation for days and will continue to do so. NOW it's your turn. I am a business owner and this is MY BUSY season. I will need my time and expenses reimbursed for my business. Send my reimbursement check to the address on file. The reimbursements are the following: Labor Cost = $150.00 x 6 hours (5 hours of wait time for the no show technician + one hour to install the part this week) = $900.00. Lost business revenue (time away from my business) = $1000.00. Total reimbursement required from AHS is $1900.00.

Original Review: June 26, 2017

Last week I noticed that my upstairs was hot. I checked the thermostat and it seems that the AC was not working. I immediately put in a request to AHS via the online service request. I was able to secure a technician to come to my home the next day. Once the technician came to my house and I paid for the service fee he said that the two year old unit had bad coils and they would need to be replaced. He then said that AHS would probably not cover the full amount. I don't understand because AHS prides itself in if they can't fix it they will replace it. The next day the company called and said after discussing with AHS I will be responsible for $1,000 out of pocket!!!

I asked them to give me an itemization of why it was so high and they said $150 for the permit (which I called the city and the city said it was only $60 for a permit---and they said I would be responsible for their bond coverage---since when should a customer pay for a company to be bonded). This is ludicrous so I called AHS and requested a cash out to allow me another company to pay. AHS called back and said that they would pay me $200. $200! I am so disappointed because I have been a FAITHFUL customer of AHS for year. Never needed to use them other than the occasional fix my washer, fridge, etc. So now that I really need them they are not there. Thanks AHS!!!

To set some background information. I have had to call American Home Shield for my dishwasher, refrigerator, laundry machine and A/C twice. Clearly, I bought this condo on the brink of death. But not to fear, I have insurance! Well... kinda. The dishwasher was the first thing to go. Sparing the details of what was wrong with my dishwasher as it doesn't matter. It took American Home Shield 4 visits to fix it. One time they came out and literally left because the serviceman who ordered the parts ordered parts for an A/C unit. So, I had to wait another week for the parts to come in. This took a total of 5 weeks to fix and 4 missed days of work. American Home Shield found no problem with their timeliness when I called to discuss my frustrations. I didn't even feel like my issues was any of their concern.

Next to bite the curb was the A/C. Mind you, I live in Florida. The A/C took 3 days to fix. And let me be clear, when I am saying it takes 3 days to fix. I am calling off of work to sit at home for a 12-6 time slot to be available. The first A/C repair man to show up was a residential repair man. I live in a condo, requiring a commercial A/C contractor. First guy left.

Day 2. Commercial A/C repair men show up and they didn't bring a ladder to access the roof (of course, this happens on a Friday). Ahem. Yes, a commercial contractor didn't bring a ladder. Also, I called American Home Shield after the first repairman failure. Requesting them to come out with the correct repairman at end of day or on the weekend. It is hot, I live in Florida and boy is AC important here. But again, AHS didn't care. Finally, the third visit, Monday, the A/C repairmen were able to bring a ladder and put in some Freon. Which by the way, Freon is not part of the insurance. So, I had to pay for that out of pocket after all this hassle. Granted it was only 50 bucks or so. I was without A/C in May for 6 days in Florida.

Thirdly, my refrigerator broke. Absolutely just died. The compressor wasn't something they had in stock. So, I was fortunate enough to get a brand-new refrigerator. This interaction went fine. 1 day to come in and see if the refrigerator could be fixed. 1 day to bring in the new refrigerator and take the old one. Happy man, absolutely how I imagine insurance should work.

Fourth to have problems was my laundry machine. It wouldn't drain anymore. First repairman came in, and if you wouldn't believe it the dang machine worked just fine. We couldn't get it to replicate the problem. Stupid me played with the washing machine to get it to drain so I didn't have sitting water. So, the first day was a bust. I blame no one, these things happen. It broke again, had them come back out. Literally all he did was spray the inside of my machine with some solvent to clean it... never even heard of that being a thing. Then cleaned out the dryer vents. Which I didn't have a problem with my dryer, but I will take it. He left. It broke. Finally, the third visit, yet another repairman was able to determine the switch for the door was malfunctioning so it was shutting the machine off. Fourth visit, swapped out the sensor and BAM I have a working washing machine.

Now we are at where I am now. My second A/C breakdown. I am currently on day 3 with AHS to fix my A/C. The first visit consisted of them blowing water/dirt out of a pipe that runs to outside. I guess when it fills up there's a kill switch for the A/C. Sounds legit. Broke 45 minutes after he left. Side note to this. He did this twice. Once from my condo to shoot the gunk to the outside. Then he did it from the outside and absolutely covered everything on my sunporch with nasty A/C water. Whatever.

Same guy showed up the next day. Instead of blowing it, he used suction from the outside. Literally did the exact same thing as day 1, but used a vacuum instead of blowing. I didn't have much faith. But lo and behold. It lasted ~48 hours. It went out on Sunday around 4 pm. Got in contact with AHS and they said they would send out a repairman AGAIN on Monday. They are no longer sending out repairman on Monday. They are now sending a repairman on Tuesday. So, I have been without A/C, in June, in Florida, for 2 days.

What really gets me the most. It is the sheer lack of caring I am receiving from AHS. Here I have spent over 12 days at home to be available for AHS to send contractors out here. On average it requires 3 days for AHS to fix a problem. 12 days, I make 29.80$ an hour, working 9 hours a day. AHS has cost me more than $3,218.40 before I have even paid for the insurance, deductible or other fees. Shoot, much more time home and I won't need insurance. I would be able to pay for new appliances by not staying home and having AHS let me down time and time again. I will not be a returning customer.

1. Unexpected and unreasonable out-of-pocket costs - In 2017, I paid over $600 for two service calls (A/C and Water Heater). Be aware of AHS' (very) limited coverage for air conditioner refrigerant - only $10 per pound! Actual cost per pound is approximately $100 (AHS covers only the first $10). Second, although my hot water heater was replaced by AHS the plumbing connected to the heater was apparently not within specifications and had to be redone as on uncovered cost: $370, plus the $75 fee!

2. Poor Scheduling System. When service is required, AHS does not ascertain the nature of the issue and therefore cannot categorize as an emergency or otherwise, nor will the dispatched technician know what to prepare for (magnitude of the problem, safety concerns, parts likely required to have on-hand, etc.). Example: My A/C unit stopped working. This led to thawing of frozen coils. This led the rapid filling of my drain pan in the attic. This led to an overflow that damaged my ceiling with water. AHS response: "The technician will call you within 24 hours, but they have up to 48 hours if it is a weekend." I want to explain that this an emergency now and have the company tell me what to do and prioritize this. AHS: "That's up to you."

3. Bad Customer Service. The AHS customer service representatives (if utilized) appear to be reading off quick reference guides containing prepared statements and do not seem to care about nor understand the problems associated with home systems/appliances. They simply refer you to the company who will contact you between 24 and 48 hours. No sense of understanding of the product/service and customer situation. When I terminated my service with AHS the representative didn't seem to care and simply went through the motions to close my account.

I have been for these last 5 days back and forward with the insurance, they will tell me that they have not received the report from the technician, and the last thing they told me was that I refused service. Every time I call is the least 30 mins that I am waiting, sometimes is 1 hour and 20 mins before they answered. They won't help, they just don't care that I have a baby at home, and I live in Florida, imagine how it is in the middle of summer. What is the point of having an insurance that cannot help you when you need it. Initially I used to recommend them to my family my friends. I am definitely calling them back and tell them how this insurance work. If I could give them 0 stars I would.

Finally, AHS sent Tri Valley Home Improvement, which provides awful services. They told us it has issues and need to order parts. But AHS notes from Tri Valley indicated no fridge malfunctions from their report. We don't know what went wrong. It seems AHS can't find any capable vendor to come out as needed. Now, we couldn't get through the phone request service anymore. We are dying for services. Everyday, we called, it never can get us through the associate. Is that only us experiencing such an awful services from AHS? Who can help us to resolve issues? We paid home warranty to get a peace of mind. But, now, we have to worry and call AHS everyday. Getting ridiculous now!!! We are so frustrated now, but don't know what to do. Any suggestion or advice is highly appreciated from any consumer. The rating is zero if there is a choice.

Also, the electrician didn't show up the first day, was 1.5 hours late the second day so my husband cancelled, and finally came the third day. Again, I paid $75 for him to show up to tell me the service was not covered. It only added salt to the wound. I am paranoid now about scheduling future appointments as I don't know if the contractors AHS will send will be professional, show up on time, and whether the service will be covered. I am not sure what I am paying such a high annual fee for and what value I am truly getting from American Home Shield. I don't think I will re-new my contract with them. I am still on hold.

The person I was speaking with was Marily **. I was told that there is nothing they can do for 48 hours because they can't get in contact with the A/C company they sent out. It's a Monday at 12:00pm. This is the type of company they contract with? They don't answer their phone on a Monday during the working hours? And they send out A/C technicians that cannot diagnose or repair systems? I am thoroughly disgusted with American Home Shield. They have terrible customer service. They do not cover repairs for which they sell warranty for. Our A/C is still not working and our electric bill is sky rocketed. May of last year we used 50 kwh. This year 90 kwh with their A/C unit set five degrees higher. Our A/C is not working and American Home Shield is doing their best to not cover repairs or replacements.

I told the representative that wasn't accurate. I then explained that I was told when I signed up I would have the plan that covers my appliances. I requested that the call be pulled and to let me speak with a supervisor. I then was told no one was available and that I would get a call back from them in 7 days. It has been over 3 weeks and I have not received any type of correspondence. I've called in several times since then and have gotten the runaround. I have been paying premiums since April and yet I am not able to receive the service that I opted for. This is poor customer service and I'm highly dissatisfied!

AHS paid $10 a pound and the Freon was $127 a pound. I'm dissatisfied with the fact that I had to pay so much money. I was really excited at first because they got right out here. But I was not satisfied with the results that I had. The guy knew what he was doing, but the provider has to make the pronouncement that it needs to be replaced before they do anything. I'm going to have to do something but I have limited income and limited resources. I’m in a quandary too because I gave them the old serial number and they told me I had a new plan which I never received.

Also, it seems to me it's almost impossible to talk to a person sometimes. Sometimes I would rather talk to a person than to listen to a voice. When you find somebody whom you trust and know a little bit and you want to keep them somehow. I've even asked the guy to call and ask, and it hasn't worked. I don't understand that kind of system. Those aside, I had been satisfied with every time I've called AHS. I have one provider that has been working through American Home Shield that I really like. But one of the problems is you can't ask for that provider. I've asked for them and I got him once or twice.

The last tech that was out here was fine. But the ones that we’ve had in Delaware, especially with HVAC, sometimes are not the greatest. AHS doesn't have many people that deal with the area and they're an hour coming to Dover, which is weird when Dover is a major city. There are a lot of good contractors right in that area that does not deal with AHS. I’ve also had some issues with things being included. Lately, I've been getting to the point where I’m wondering if it's worth to have the policy. When I went in, I was with the understanding that things were being covered but sometimes some things are not getting covered anymore.

(4) Don't think that the service call fee of $100 (or whatever yours is) will cover your repair. The contractor that AHS sent added $1,000 (yes, one thousand dollars) in out-of-pocket charges that I would need to pay to have my A/C repaired in addition to my service call fee. I think this is how AHS selected contractors make up the money that they lose by accepting cheap jobs from AHS, by charging you...

My A/C repair has now dragged on for 2 weeks because AHS keeps sending 1-star reviewed contractors to work on my A/C and I'm now on contractor #3 who is starting from the beginning again. Contractor #2 turned my partially broken A/C into a non-functional A/C by disconnecting it completely and couldn't figure out how to connect it back. Contractor#1 refused to work on my problem because he was busy with other work. There is so much stress involved in dealing with these bottom-of-the-barrel contractors and adding a waiting time to talk to AHS of 30 MINUTES to 1 HOUR to all this makes me think I made a bad decision buying this home warranty. I was trying to make repairs less stressful by buying AHS but instead the level of stress and anxiety has been enormous so far. I could have called my own contractor, paid a couple hundred dollars and the problem would have been fixed in 1 day.

AHS will not allow you to get your own decent contractor so you have to deal with whatever incompetent contractor they give you. I wouldn't be surprised if some of the contractors are not even licensed as all the ones I have been assigned by AHS want to be paid in cash and have addresses in some of the shadiest neighborhoods. These bottom-of-the-barrel contractors that you get assigned curse you out, don't answer phone calls, don't show up on scheduled appointments, break your equipment to turn a trivial problem into a giant problem. This is what I am dealing with right now. WHAT A NIGHTMARE!!!

After calling and being on hold FOREVER!!! And going back and forth with customer service (Tanika, Tanisha, etc.) (us having to provide proof of payment and them having to call the sorry ass electric company)... We were finally able to go on the website and request service again but, it was too late for the company to come back out with the same 125.00 service fee we first paid, 30 days had passed.

Next service call was for the pool pump. WOW, this was alarming... Put in a service request, never heard from anyone (no calls from any pool company)... Went on the website about 2 weeks later and saw that we owed 125.00 for a pool service call and it said that I needed to call in and see what the pool company said. After calling I talked to Danisha. She told me that a man from a pool company (from Xact pools) came out to my house (I said, "What? To who's house?, I never talked to anyone from a pool company") and he checked my pool pump and it was working fine, that he said I had a fountain pump that was out and that was not covered. I was SHOCKED, to say the least! First off, I told her that I had NO fountain in my yard and he must have gone in someone else's yard. The lady said that she would call them and see what they would tell her.

30 minutes later... She said she spoke with a man that described my house and we would have to pay for the service fee. I told her that I never got a call from any company and I can't believe they do business like this. How do I know that this guy was really at my house? I felt like it was a scam. After many phone calls to dispute the service call (telling me someone would call me, or no supervisors were in etc.) the fee is still on there and I am unable to go any further with ANY service calls. My pool is still not working properly. I am now trying to find out how to cancel this company. I have looked this up online and everything I read says that it is nearly impossible to cancel. I'm sure I will have to pay for the guy that NEVER came to my house first... But I don't want ANYTHING to do with this company again. If you are thinking about this company for your home google AHS complaints first!!!

Original Review: June 24, 2017

When we purchased our house 2 years ago, we also purchased this home warranty which covered electrical, appliances, plumbing, garage door opener, and we paid more for the pool plumbing and pump coverage. I have since called in many service requests. Some I was happy with a couple I was completely dissatisfied with to the point I would say to you- "Don't bother."

My first complaint is that AHS advertises timely service. I would agree that if they can easily find you a repair service- like they have a contract with Sears for appliances, you'll normally have a serviceman within a week. However, two times I called about my pool pump not working and a week in the hot summer is just too long to wait- and that issetupbest case scenario. By the time they manage to find you someone your pool is green and you end up paying a lot more out of pockets for chemicals than necessary because they are beyond slow. They could never find me a pool repairman in my area. I would have to wait 24 hours for them to "try" then call back repeatedly.

It was a total hassle and in the end, I ended up paying someone out of pocket, myself, to fix it. This was $450 that should've only cost me 2 $75 service call fees. They tell you you can then find someone, but the hoops they make you jump through are ridiculous and my repairman did not want to hassle with them. Skip buying this pool package unless you like your pool green before help arrives. In fairness, I have had good experiences with plumbers and garage door opener repairmen. I did have to wait a week, which included listening to my drippy faucet while I waited. Luckily it was not a clogged toilet!

However, my last experience was so terrible that it has left a terrible taste in my mouth. My washing machine was acting very peculiar. Sometimes it would work. Sometimes it wouldn't. I called. Sears came. I paid my $75. They ordered a part. They came back a second week later to install. They said it was fixed. The next day I determine it was not. This started in May. I repeat the call. AHS calls them back. Same timetable of a wait. Again. After 2 weeks, they installed the same part. Even after I suggest something is causing this... there's a short, etc. Again they leave sayings it's fixed. Again it is not. I make a third service call. Now I am approaching the end of my AHS 2 year warranty. I assume since this is still dealing with the original MAY service request that the "30 day guarantee" they brag about will still hold. I mean, it only seems fair as THIS problem has never been solved.

Boy was I wrong. AHS sure knows how to drag their feet. Sears shows up yesterday. Breaks my washer knob. Fails to fix the problem. Claims it's working- now I can't get it to come in at all- and leaves. I CALL Sears within the hour. Oh no! They cannot come back. I have to call AHS. Let me tell you folks, that is easier said than done. I'm never on hold for less than 45 minutes before I finally speak to an agent. So 50 minutes later a very nice agent talks to me. Assured me she's called Sears and the guy will be back same day.

At 9 pm when I realized that wasn't going to happen, I called AHS BACK AGAIN and waited 50 minutes to talk to an agent. Agent informs me my policy expired and there's nothing they can do. I explain that this is still dealing with a prior service request. She says she'll talk to a manager. Comes back on the line. Says nothing they can do. I ask to speak to a supervisor- puts me in hold for 29 minutes and then hangs up on me. I realize AHS will do nothing to fix this situation. I'm defeated. I was scammed. Every time I had called and asked AHS had assured me that if Sears could not get this right, my washer would be replaced.

Yup. Spent 400 today out of my own pocket to get a washer that works. Not to mention- the 75 dollar service fee I originally paid. Mind you, this was the most expensive policy they offer. I believe it was $2500. Be forewarned- the long hold times, the slow service, etc is all a set up. They want to wait you out so you take care of it yourself. And sadly, it works. I will say that the internet service requests are much faster, but if you're calling about a previous service it lack of a serviceman then you have to call.

It took another 2 days, then a contractor (different than the other local contractor) came for the appointment. Before he did anything he asked how they were going to be paid, since they do not work with AHS due to payment issues. After diagnosing the issue, he attempted to call AHS for the authorization, he was on hold for 30 min and had to leave. I attempted to call to give them the information and was on hold for about 45 min, then it rang once and disconnected.

I called back and was on hold for another hour and 15 minutes before a very helpful employee tried her best to help me out but unfortunately was unable to. I was then transferred to her supervisor who informed me to have the contractor call AHS at any time to get authorization. I have no idea how they have been rated so high when they don't pay their contractors. There was no one in a 50 mile radius of me that would work with them. I feel like I am rolling the dice working with them as I have to pay upfront and they will reimburse me. I would not recommend them to anyone.