American Home Shield Reviews

I have never been treated so badly by any company and no one cares. My husband and I are both seniors on a limited budget and that's why I took out this warranty. I am now living in 100 degree temps with no sign of relief in sight. My blood pressure is getting higher and higher over this aggravation and I am going to instruct my son to sue this company when I have a heart attack or stroke from the heat. Just trying to speak to them on the phone is causing me horrible stress and I have been having chest pains. I want to call all the TV stations and report the horrible service I have been getting. No company that treats their customers this way should be allowed to stay in business.

I asked if they could cancel the company they dispatched because they didn’t seem to have any parts available. They said that once I had that company, I had to stay with that company and they refused to give me another company. So, I was held hostage by them. I called the company and it was up to them to do something about it. Even in the winter, when I called AHS and complained, I really had to fight for them to cover affordable space heater. I have a full house so, if it’s blowing on you, you might be warmed up a little but everything is completely cold and I got even sicker. I haven't been really happy this year. I've had the warranty for probably 16 years and it seems like everything takes longer. I’m really thinking about having some other kind of service because it just takes too long.

They need to stop forcing me to take a company. They tried to give me that same company that I had a problem with in the winter and this time I absolutely declined. It wasn’t that the people weren’t nice, but nice is not why I signed up. I signed up to get something fixed. It said on their TV commercial that they could be there in 24 hours but I’m not paying the company that’s on TV that’s ready to come out if I have an emergency. I thought having AHS would make it more convenient, but it's not. I'm locked in and I still pay $75 to come out. Before, things like parts could definitely be available. Some of the same contractors have come to my home before but now, nobody has parts and they don’t seem to really care. I have to fight with them to do anything above and beyond. I say the things to five to seven people on the phone and it doesn’t help me expedite anything.

So every time I have to order service, I have to call through, go through things, talk to a person, explain it to them, they have to look it up, and then they take my order and do the referral. Otherwise, I’ve been using them quite often lately and they send somebody out, they’re prompt. They get that done. That’s the only hiccup, I can’t call and do online.

I tried to go online but I had to call American Home Shield when I filed a claim for my plumbing recently. The rep said, “Oh well, it was incorrectly submitted. Let me go ahead and submit it correctly.” I keep hearing the same thing. But once I put the call in, I get the referral, the person calls me or I call them and they come out. The service is good. I don’t have a problem with the vendors that I get. They’re professional and I don’t have any complaints. Everything else is great.

After being on hold for half an hour, they determined it wasn't in our plan because it's not part of the refrigerator. We have every appliance known to man in our plan and pay $2,000 a year for this warranty. Last year it took weeks to get a guy to return to service a heater. We had to call repeatedly to get him here. Life is short. If you have lots of extra time, and enjoy sitting on hold endlessly, repairmen that don't come equipped or repairmen that don't return once you've paid the $75 visit fee, this is the plan for you!

A pretty upset me, called AHS and told them this was unacceptable. I continued to be as polite as possible and asked that they find another company to help us. They were able to oblige and I had someone out the next Monday instead. Well they can't find the parts for the stove anymore, so they asked that I call in to give dimensions of the stove to get a replacement. When I called to give them the dimensions, I get, quite possibly, the worst customer service agent in the world!!! He couldn't tell me any information on what I needed to do, who I needed to call, what the average time frame for a replacement would be, NO HELPFUL INFORMATION!!! OK fine so I have to call and talk to a different person, because apparently you only need a 3rd grade education to work there.

Long story short, I called to start this on April 29th, it is now the 24th and I have no approximate date on a replacement, the people are giving me the runaround and we are forced to eat out every day, throwing my special needs daughter off of her normal schedule, which includes the foods that she can eat which are scheduled weekly because of her disability, due to an inability of the company to provide information beyond "Your stove is broken". This is our first home purchase and I very likely could have fixed all of this myself and saved myself the hassle of a nonsense home warranty that doesn't seem to be worth its weight in caca. Save the money and buy the item yourself, or look on Craigslist. I can guarantee that you will receive better results if you hired an intolerable drunken monkey to deal with the issues than dealing with people who apparently don't know what they are doing or understand the contract that they are selling.

I recently got an email stating that our account was delinquent because we had a past due bill for the service fee. I never even realized we had a bill. I called and spoke to two different individuals, asking them to waive the service fee because the contractor they sent out did not do anything except quote us a ridiculously high amount of work that AHS would not cover. We already paid out of pocket to fix the problem with a different contractor and did not want to pay an additional service fee for nothing. AHS refused to waive the fee for us. We will have to second guess ourselves before putting in any additional work orders in case this would happen to us again, and we will definitely not be renewing at the end of our contract.

I had to call a local company that charges me $128 to service my unit. I called my daughter. I said that I cannot believe American Home Shield is doing this to me. So she says to call them again. So I call again and I asked the girl, "What do I have insured with you?" So she reads it out and she used the word, "You have a heat pump." I did not know it's another word for central heat and air.

I said, "After five phone calls to American Home Shield, finally someone recognizes that what the guy wrote on my insurance there at the office was heat pump." It is true. He said a five-ton Carrier unit and on the outside of the unit, it says heat pump. So I've had American Home Shield for years and that's what happens. Eventually, I got it together with my daughter's insistence. I had to wait for three days for American Home Shield to locate a guy that was on their list to come to my house. The technician was a fine, young man - courteous and he knew what he was doing. He handled the problem the best he could. The repair was done fine.

But I need to know exactly what items are covered and I'll have to keep a record for myself just because they said they're gonna send some paperwork but to this day I have yet to receive any paperwork. Another thing, American Home Shield does not itemize if they send you a paperwork. They're taking my money and they say, "Oh, yes. Yes." And in dealing with the air conditioner or the heat pump the rep I talked to also said the refrigerator is not covered. The things in the kitchen are not covered. So for the moment right now, I don't know what I'm covered. But I'm satisfied with them.

It took a supervisor over 3 weeks to call me, and this is after I called at least 3 times requesting to speak with one. One time they sent 3 different contractors (over the course of a month!!) to try and fix a value replacement in the shower, not one company could make the repair. I was so fed up, I had to go outside of my insurance to get the issue resolved. And the plumbing company I called was able to fix the problem right there on the spot in 20 mins. and even when they send you useless contractors that cannot fix simple issues, they still expect you to pay the service fee regardless. Disgraceful!

Updated on 08/03/2017: It never ends with American Home Shield. One problem after another. But this one really is just wrong. AC was not working correctly, so I called AHS. First they linked me to a contractor that did not service my area, a day wasted. A second contractor was then ordered to make repairs, now 4 days wasted. This company was very busy and do not show up on their first scheduled and confirmed appointment, no apology either. They lied to me the entire day every time I called to see where the technician was.

When their technician finally did show up 3 days later, he did not know what was wrong, was not his area of expertise or something. This guy did not even want to check the actual condenser on the roof (and I did ask if he wanted to), not his thing apparently. He said someone else from the company would need to come out. Well no one else came, or called me back. AHS just decided to throw the job at yet another contractor. My tenant had now been without AC for over 10 days or more in 90 heat waves. I was so upset that I called the original company that did the AC install, and they came out the next morning and fixed the issue ON THE ROOF in about 45 minutes.

I called AHS, and kindly asked since they were unable to provide me with a competent repair company that could fix a simple issue, in a timely manner would they so please just reimburse me for the cost of the repair that I paid that resolved this problem... I just received their "denied" letter. Oh and they still expect me to pay the contractor they sent that did not have a clue what he was doing. How is this scam of a company in business? It's disgusting!

Original Review: May 23, 2017

Our water heater blew out last week and we contacted AHS and filed a claim. It took three days to get a Tech to come out and say "Yep we need to replace the water heater" and then he left. Later that day AHS called me and said that they'd ordered a new heater but would only install it IF we accepted nearly $700 in code upgrade fees.

We then contacted another local plumber to do the repair only to find out that we were already up to code and no code upgrades were required. I elected to have the local plumber replace my water heater and went the "buy out" route with AHS. AHS says they'll send me a check for a "well below market value" price which they stated was "THEIR CONTRACTOR NEGOTIATED PRICE, NOT MARKET VALUE". Be wary of CODE UPGRADES before install. In my case, it was 100% bogus and a complete scam attempt.

The kicker though is that I am not allowed to use any other company unless I choose to cash out at the insultingly low amount of $450 because I need to use their "reputable" company, which nobody online agrees is reputable. No other company will take only $450 to replace a doesn't burn my house down or give me carbon monoxide poisoning. Monica ** is my customer service furnace. So I can either pay $1000 out of pocket for modifications I don't need, or hope that my furnace representative and she was extremely unhelpful and insulting. AHS should be on the side of their customers, not scamming their customers with their "reputable service providers". Choose a different home warranty company unless you want to be scammed by AHS!

Today, Monday, the contractor calls to set an appointment but the earliest they can get here is Wednesday afternoon. After a dozen calls to the contractor and AHS throughout the day we have been hung up on, rescheduled another 24 hours out, and repeatedly told "Everything is within the terms of our agreement". It's too hot to function in my house, my kids can't sleep because it's too damn hot. Can't cook, the temp goes up when you turn the oven or stove on. And this company could not care less. It has to be 105 degrees to warrant an expedited call. That's just obscene. If you're searching for a Home Warranty company do yourself a favor and go ANYWHERE ELSE!

American Home Shield has been pretty good in handling claims. I only wish that they could handle claims a little bit faster on the weekends on an emergency basis, such as for AC or heating, especially if you have kids and live in 100-degree weather and it goes out. It’s horrible for them. There were times when our AC cut out and they wouldn’t respond until after the weekend so we’d go days without anybody coming out. Other than that, people should definitely invest in getting AHS because of emergency or accidental outages that they might have around the house. I'd recommend AHS.

And everybody's good. I've never had a problem. If I go online, they send me the confirmation number that it's been accepted and I just print it out and if I call them on the phone, I receive an email with the claim number and who should be contacting me and within how many hours. I've had someone to come out for my pool, air conditioner, washer and dishwasher and I've never had to call back to say, "Look, this isn't working. Look, this isn't right." When they leave the job is actually done. Everything's awesome.

When warranties are purchased, they are just that, a warranty to repair or replace. My time is valuable and I don't have time to waste time by taking a day off work waiting for a company that never shows up. I would definitely not recommend this home warranty company to anyone that I know who has considered purchasing a plan.

I was finally able to get the contractor to come out on 21 May. However, when the plumber came out, he said that in order to use the “snake” he would have to remove the toilet. He went on to say that AHS does not pay for the removal of toilets. I am not a plumber, but I am pretty confident that taking off toilets are one of a plumber’s specialties! Then he asked me about the location of the main drain. I told him that I had never had an issue with the plumbing before and did not know where it was and did not know how to find it. The contractor responded that AHS would not pay for him to look for it.

He went outside the house for about a minute then came back and said the house did not have a main drain and I would need to have a drain company come out to install one. The contractor was at my house a total of about 10 minutes and left. I called AHS to tell them what happened and was told that we would have to wait until the contractor submitted a report to AHS before getting any options. I asked about getting a second opinion and was told I would have to wait on the report and the contractor could take up to 24 hours to submit the report.

On 22 May, AHS called me with the result of the contractor’s report. The representative explained that due to contract restraints, the only real option I had was to pay out-of-pocket for a drain contractor to install a drain, then AHS could send a plumber out to unclog the drain. I explained that my bathroom’s toilet and bathtub had been filled with sewage since 19 May and that there must be something else that could be done.

The rep said AHS could assist me with finding a drain company. I said “Absolutely not”! I expressed how disappointed I was about this situation and that it was sad that I pay a yearly fee for coverage that includes plumbing, yet at this point I am on my own. AHS have come through for other items in my house, but this particular circumstance really gave me a wake-up call. Make sure to read the contract before signing up for the service. It may end up leaving you with a nasty bathroom mess to clean!

AHS advertises A/C repairs as one of the main reasons to have this coverage but when I needed them they were only willing to cover about one quarter of the cost, leaving me with nearly $1,600 to $1,800.00 out of my own pocket. Of course if you call expect to be on the phone for an hour or two and never get it resolved. I checked with the cash out department and they offered $649.00 to do a nearly $2000.00 job. To add insult to injury I found out my brother in law just had the same problem with his A/C and he had it plus other components replaced with only $275.00 out of his pocket and yes I have a copy of his invoice to prove it.

So in short I would describe AHS sort of like Medical insurance HMO... better than nothing and helps out in some cases but overall you really have to work the system to have it pay off and in some cases it will leave you hanging out there on your own. Unless you get involved in every repair and are prepared to micro manage and check out all the BS items like code upgraded that may or may not be required then be prepared to shell out the extra cash when it comes to A/C repairs and hot water heaters... They really try to snooker you for these items.

I take no pleasure writing a poor review but as an experienced AHS customer I feel like I know what I am talking about. Combine that with my latest experience and what my brother in law experienced. I see no reason to stick with AHS and have cancelled after 16 years of mixed experiences. All I can say is you are flipping a coin 50/50 chances between small print and the way the contractor decides to handle your repair and what BS cost you may have to come up with to get your cover systems working again... Buyer BEWARE!

It took almost a month of chasing after the technician to talk to him. He explained that a small hole in the door boot seal is normal wear and tear, but that due to the rip being larger, he is obligated by AHS to determine that it is not normal wear and tear. I asked how such a rip occurs and he explained that it could certainly started as a small hole and when I did not notice it and continued using the washing machine, the usage of the machine quickly causes the hole to grow (like stretching a nylon bag with a small hole causes the hole to quickly grow). I asked then why it was not considered normal wear and tear and he explained that he has to make the determination based on AHS guidelines or they will stop working with him. By their definition any hole over half an inch in size, he has to determine is not normal wear and tear.

As nothing extraordinary happened to my washing machine and rubber parts do have wear and tear, I find the AHS practice of deciding for themselves that what happened was not normal wear and tear to be in bad faith. They do not offer any alternative explanation to what happened to the rubber seal and just hide behind the claim that it is the determination of the technician. That is a false claim, as they are the ones who instruct the technician that he must determine that a hole, of a certain size, is not normal wear and tear. i.e. they are the ones really making the determination. That determination is being made in order to avoid honoring the warranty they sold. I believe this practice of factually deciding for yourself, whether or not you want to honor your warranty is a bad faith practice and dishonest. I suggest avoiding this Company.

This is the first year I’m with them and I've had a great experience. I filed the claim over the phone for the washer and dryer. The representative was very good and helpful. About 30 minutes after that, the company was already calling me to schedule the appointment and it was really fast. The contractor was very professional and looked clean. He was very helpful in explaining the problem and how I should maintain the equipment. He fixed the dryer. He had to order a part on the washer then four days later he came in and changed the part. He did a great job. It's excellent and I would recommend them to anybody. I will continue as their client.

Original Review: May 20, 2017

This company is the worst. I just purchased this home in August of 2016. My fault for not having it inspected first of all. My seller purchased a year warranty with this company. Winter comes and I have no heat. I put in a service call and they charged $100. Southern Comfort (worst ever) send someone out and they claim they fixed it but no it wasn't... still freezing. They send another person out. He did something to it so I smell the burnt smell when your heat haven't been on in a while so I assume it's fixed. House was still not heating up so after reading different reviews I assume that's just how heat pump systems are.

I asked the guy, "Would I have problems out of my air because the air was not cooling when I moved in." He says, "No, the system was fixed." To no surprise it's hot and the air is not working. Call the service in and explained what the tech said. They say I have to pay another service fee because it's over 60 days since the last service. They send the same company out and now here's the kicker. The coil is bad in the system. Ok why they didn't say that when they serviced the heat. Now I'm out of another service fee and they tells me I have to pay out of pocket $1200 to repair. They can't give me a proper explanations of the charges because they are not tech, they will not pay for Freon or upgrades to the system.

I asked about sending me the cash. I will get someone that will fix it. They tells me, "We only giving you what we will pay which is 800 and you can only get it when the unit is fixed," and I show them a invoice. They will reimburse me within 10 days. I will be canceling the service as soon as the contract is up. The people are rude at the local office and the Corporate is even worst. No sympathy or help from these people!!!

My AC broke within a couple of months of owning the place and AHS took 15 days to reach a conclusion and the conclusion is that they were not going to cover the AC repairs at all because of "pre-existing" conditions. They never did an inspection prior to accepting the contract, which works great for them. They can just wash their hands when it's not convenient for them to fix an item, and will find any and all excuses. They sent 3 contractors, and by the way AHS hires the worst contractors and I mean the worst. I think these contractors only survive out of the crappy service they provide to AHS customers. They opened the outside AC unit, checked it out, but never put the cover plates back, just left it wide open.

AHS will only cover what is convenient for them to fix. On a bright side they did replace a sump pump that was about $90 and I paid $75 for the service call. Do not even get me started on their phone support. They have a at least 10+ minutes for service calls and 20+ min wait for complaints, however, 1 minute wait for sales. Go figure. Stay away from this SHADY company. Save your money, TIME and headaches and go elsewhere.

After calling and complaining I was offered $125 to get my own installer. I was told a check would follow in ten days (second lie). Upon calling again I was told that the person I spoke with did not submit the needed paperwork to get a check and it would be ten days to two weeks before it would be issued. Take my advice. Stay away from these people!

By FRIDAY I still had no appointments after reaching out to them again. I decided to contact American Home shield by phone to see if I could get someone from another company sent out. I called and was on hold for 25 minutes and had to hang up because my break was over. I called back again and was on hold for 29 minutes only to be told that I could not get another company to come out because the current contractor had tried to work with me. I explained again I could not do mornings due to the time of year and the nature of my job. I also had no one that could be at my home. All the operator did was waste my time and transferred me to Adrienne in escalations who told me there was no one else they could send.

I find it hard to believe as an educated person that there is no one left in Conyers that they could try and locate that could come during the afternoon segment of the day. I immediately cancelled my service and I am writing complaints to anyone who will listen. People work hard for their money and I wasted a year on this garbage of a service. I don't plan on anyone caring but I've decided as an American citizen to do my small part to try and expose companies who don't give a rats butt about people who entrust them to provide quality service. Do not use this company.

I waited almost an entire week and then I received a voicemail from a different plumber. I called AHS to find out what was going on. I was informed that Aaron's plumbing requested the service call be transferred to another contractor claiming an altercation which NEVER occurred. 5 days later, Vassio, from American Rooter was assigned to my service call. Vassio appeared very rushed and annoyed with work ticket. He quickly walked through my house and took pictures. Then He demanded to see my home inspection report to help him determine how to resolve the plumbing issues. 2 days later I get a call from AHS stating they will not cover the plumbing issues because they were pre existing.

How can one plumber start work on a job and then transfer to a second plumber that claims it's not covered. After reviewing the contract, the issues I was having are covered under the contract; which was confirmed by the customer service rep. For a contractor to demand a home inspection report during a service visit is totally unprofessional. AHS sells their product as "no inspection needed"; also confirmed by the customer service rep. The Yelp and BBB reviews in Aaron's plumbing are terrible so it's obvious AHS are not vetting their contractors. Now, I'm going on 3 days waiting for a call back from a customer service supervisor to resolve my issues. My advice: save yourself the headache. DO NOT BUY AHS. Take your money and put it into your own fix it account.

I spoke to 2 AC repair technicians in AZ who confirmed such an evaluation could be difficult to fully trust after 5 weeks went by with no usage. Understanding that my personal description and words do not count in the equation, AHS has made their decision and rejected my claim based on facts that are far from being reliable and accurate. A serious company would not operate in such a way. I can understand again my words do not count, only facts matter and that is how it should be but these facts are not 100% rock solid they are only approximate, and cannot without a doubt confirm prior damage or pre-existing condition. Hopefully this will help others including AHS.

And then on my range, the panel on the back of the stove that controls the oven had cracked and the buttons no longer work. They told me they could fix it so I put in a claim for the microwave. The service techs came out and said they couldn't fix it but they'll replace it. I thought they were delivering it but they came in and swapped it out in less than 20 minutes. I was amazed. So my dishwasher, stove control and microwave have all been fixed and replaced the past month and it was an incredible service for those three appliances.

However, a claim on my heat pump is still active. The heat pump died a couple of days before May 11 and I didn't realize it wasn't working right 'cause it was coming on. I had someone come out in May and paid them to do a maintenance check and they said everything was fine. And then a month later, it's not working anymore. I'm waiting on the part but no one is updating me on that and it's dropping AHS down.

Also, one side of me says AHS charges too much but at the same time, the people they send out usually gets the job done, with one exception. I had a leaking kitchen faucet and the guy who came out said the water pressure is too high and he can't fix it. So when I said I wanted a second opinion, AHS sent out another plumber who put a new faucet in and the case was closed. I don't understand the first one that came out but that's not any fault of AHS and what I liked was they allowed a second opinion.

AHS seem to get the best people to do the work. It was FSA who replaced the microwave but AA Dependable diagnosed it. Also, the dishwasher and stove controls were done by AA Dependable. The guy from AA Dependable looked at the microwave but when I put the claim in, they assigned it to EZE Appliance and Service. We also had an electrician come out last year 'cause something happened with the power in part of the house. The bedroom has lost electricity. A service guy came out and fixed it. He went above and beyond the call of duty. Overall, AHS is essential if you're not a do-it-yourself.

There's one instance when our heater broke and the technician that came out said we need a new one. But his supervisor wouldn't allow him to put a new one in and said that it just needed to be fixed and made work for now. That company that came out about the heater told us it's going to be replaced but he made it work. And then, within a month later, we had to call a different company to come out and re-fix an issue. Everybody says the same thing, "There's only so much we can do that American Home Shield allows us to do because of money." I wish I could select the company that comes out more often. We found one company wherein both technicians they’ve sent here are great guys. They explained everything to you and make sure you understand what's going on as a homeowner would. Most guys come out, get the job done and leave and act like you don't know anything.

I’ve been under their insurance for 11 years. In the beginning they used to replace things. My sister called and she said, “If we’re going to hire insurance, would that be the same?” and she said it was. The time before then, we had a problem in the bathroom. We paid the $75 fee, and the people came out and put the commode and everything. I was angry about that because they could’ve done more. The third time was when our water heater went out. We paid AHS and then we have to pay the people to bring the stuff out. We ended up paying $400 for the heater.

Why should I pay AHS when I could call the people who do the repair myself and it may not be as much? I wanted to talk to somebody because I intend to get rid of the insurance since it’s not helping me. I paid 600 dollars a year and I’m not going to keep paying. I pay a monthly fee for nothing. The thing that the guy put in before in the commode, we got one and we paid $7.14 for because my husband knows how to put it in. In 2006, before my mother passed, she told me to get this because she had it. They have even put in air conditioners for people and they didn’t have to pay. I had a friend, something happened to her stove, they replaced her stove. I would not in all my life tell anybody about AHS.

I've been calling the tech and AHS daily to see if the diagnosis has been called in and if they have come to a decision on the repair or to replace my washer. It is now 5 days with no return call from the tech and AHS keeps telling me daily that they need to just wait for the tech to call in the diagnosis. How long does a paying customer need to wait to get a washer fixed or replaced. I also asked if they could send a different tech and was told that they need to wait for the tech that came out to call in the diagnosis. Don't waste your money on getting a home warranty with this company. They just give you the runaround. At this point if I didn't spend the $500 a year on the warranty I could have purchased a new washer. I am so disappointed with their customer service.

Service required again on 11/28/16 SR# ** & AHS sent A - All Services, Inc. Contractor diagnosed that it need to replace the compressor. I contacted AHS for the status and want to know if there is any way to speed up the repair. Due to miscommunication, AHS ordered additional service from Antech Appliance, Inc And demanded for additional payment of $100. The contractor diagnosed that it need to replace the evaporator fan. They both ordered the compressor & evaporator fan and both were replaced. The refrigerator was running for about a week. The foods in the bottom drawer started melting and water ran down from the window.

I requested service on 12/6/16 SR# **. AHS assigned A to Z Appliance. Again, the contractor diagnosed that the compressor is not working and replaced it with the new one. I had requested service again and again and again on the following dates: 12/12/16 SR# **, 1/30/17 SR# **, 3/1/17 SR# **, 3/20/17 SR# **, and 4/21/17. AHS also sent A to Z Appliance six times. Lastly I contacted AHS on 5/16/17 SR# ** for the same issue. AHS assigned Apex Appliance Service. And I just received a call from AHS and was advised that I have called Kenmore to request for a repair. AHS also advised that they do not cover for manufacturer malfunction. I went to Kenmore website and found out that they only replace the compressor linear if it diagnoses malfunction.

I think AHS tries to get away from this. What if Kenmore, refuse to take responsibility? Kenmore might say that the previous contractors messing up. One contractor had cut a whole in the back of the refrigerator to make room for the replace compressor. I have been requested services for the same issue more than 10 times. I had threw out too much food. And my family have to suffer from stress. My parents are 81 and 85 years old. They need the refrigerator to keep food and medication. Is there any way that I can file the claim with the federal?

UPDATED ON 06/12/2017: I wrote a review on 5/18/17. AHS contacted me in three times in May. I told them that I extended warranty with Kenmore and would like to get refund for all the money I paid and cancel the contract with AHS. I was advised that they will process the refund and cancel the warranty. A few days ago I received a letter from AHS that advised they are not covered for Manufacturer malfunction. Today, I received another letter that advised, "Payment made to date has provided coverage for your home until 5/30/17. No refund can be processed and American Home Shield has waived any remaining payment due. Receipt of this letter voids all liability on the part of American Home Shield for the above listed property."

Is this the way AHS solve the issue? Evaporator fan. My questions: (1) Did AHS send (qualified) professional contractors to fix my refrigerator? If yes, why they can't diagnose manufacturer malfunction in the first place so they don't have to replace the compressor, the evaporator fan, and the lower freezer. (2) Did the contractors replace Kenmore compressor, evaporator fan, and lower freezer or just the generic parts? (3) How do they prove that the issue is manufacturer malfunction?

This just like a patient who went to see his doctor. The doctor thought that his patient's lung has water. He wrote prescription for his patient to take antibiotic and also referred for Lung X-ray. Four days later, the nurse from doctor office called the patient and advised to stop the antibiotic immediately. The doctor guessed that might be liver problem so he referred his patience to have X-Ray for Liver. When he received the result, he found out liver is still in good condition. The doctor made another referral for his patience being test for kidney and have X-Ray. Again, the result came out normal. Finally, the doctor advised his patient to schedule an appointment for gallbladder treatment. When the patience arrived to the hospital he was advised that if he came about 20 minutes late you would lose your life.

In this case, who should take the responsibility? If the patient die, the hospital should be blamed or his doctor should be blamed? AHS claimed that they provided coverage for my from October 2016 through May 2017. During this period I requested service for the same issue 11 times. My family had no refrigerator to keep fresh foods for more than 97 days. Every time my refrigerator was not running, I had threw away all spoiled food. If I added up all spoiled food that I had to threw to the trash can, it would cost more than $500. I have to go to supermarket every day to buy food for the family. My parents are 85 and 81. They can't eat cooked rice/meat that leave at room temperature day after day. They can't consume dairy that leave on the table more than 2 hours. If my family member get sick due eating spoiled food and/or unhealthy food? Who should be blame? I believed that AHS breached the contract.

Original Review: May 18, 2017

My husband and I have lived in our current home for just under two years. During our first year we had a home warranty that was purchased by the seller. After the year mark it was our decision to keep the home warranty. We did our research and it appeared that American Home Shield would be the best option. During this past winter our heat broke in the middle of a snow storm leaving my home at around 42 degrees. I have two small children, and at the time I was roughly 3 months pregnant. To say the least this was miserable, however we contact AHS and within a week our heat was repaired. Fast forward a few months to April 2017. The VA weather decided to take a turn to the warmer side leaving us with some days that were 90 degrees. I am now 8 months pregnant, with two small children in my home. When we attempted to turn our AC on, we quickly found out that it had broken.

We contacted AHS and put in a service request for our unit to be repaired as quickly as possible. Now, to address the problems we have experienced with no resolution in sight. We placed our service request on Sunday, April 16, 2016. We immediately received a text message AND email stating we would be contacted by Greendian LLC with 24 business hours to schedule a tech to come to our home. By Wednesday, April 19th we had received no phone call. I reached out on four separate occasions that day being told that I would receive a call back. Finally, at 4:30 pm I spoke with a representative at Greendian who scheduled our tech to come out on April 20th 2017 between 4:00 – 6:00 pm. April 20th rolls around and we make sure that someone is home during those hours because we cannot stand to go another day without air. To my disappointment the representative showed up at 7:30 pm.

This was NOT the time frame we were given. I was NOT called or contact to be told that the technician would be late. Finally, he arrives and goes to evaluate the situation with our unit. He comes in to advise he cannot repair the valve that is needed and he will need to submit the order to the company and they will speak with our warranty company and we will be contacted. I made a point to ask when I should expect a call. The tech advised to give the company a few days and I should hear something by Saturday April 22, 2017. To no surprise at all, I did not receive a call. The nightmare then began. I started to call the company to speak with someone beginning Monday April 24th. Every single call that I made I was told I would receive a call back; I never received a call back. I received a call in April 28th from AHS and was told that the order had been submitted and the amount I would be required to pay out pocket.

I immediately called Greendian to schedule this appointment; I was again told I would receive a call back. Finally my husband was able to speak with a representative on May 2, 2017at 12:45 pm. They scheduled the appointment for a technician to come to our home and repair our AC unit on May 11th, 2017 between the hours of 8 am – 12 pm. Today; May 11, 2017 was the day the technician was supposed to show up. My husband works night shift 11 pm – 9 am and I work 8:30 - 6pm. Therefore, he arranged his schedule to assure he would be home during the time frame. At 1 pm when no one showed up and no call was made to us, my husband called Greendian. The representative that answered the phone advised my husband that per their schedule they would not be coming until May 18, 2017 between 7:30 am – 11am.

The representative also stated "Even if you were on the schedule today, it is raining so they would not fix anything." I have a text message, and email confirmation that the appointment was on May 11, 2017. The representative refused to acknowledge this and continued to state the appointment was next week. This is not what was arranged. We now need to wait another week for a tech to possibly show up as well as once again rearrange our schedule.

This has been the most frustrating and upsetting company I have had the displeasure of working with. They have never called nor returned any phone call. All attempts of contact have been made from my family. We are now a month out from when we originally filed the work order and the situation is nowhere near being resolved. It is now May 17, 2017 and we reviewed an email stating that once again our appointment has been rescheduled for another day/time. This is unacceptable.

Then my dishwasher was leaking so we simply submitted a claim online. The plumber came originally to see if the pipe was leaking. But it wasn't the pipe that was leaking, it was the dishwasher. Then the dishwasher guy came and they were supposed to replace a part but they couldn't replace the part, so they replaced the whole dishwasher. And I just had to pay the $100 deductible for them to come out the first time and the new dishwasher was covered in full with the warranty. But when they came to install the dishwasher, they said the pipes were corroded, so the plumber needs to come back and replace the pipes at this point. That's already two claims. Overall the experience has been very pleasant. I just have to call back and figure out when the plumber can go back for the pipes.

Original Review: May 17, 2017

We had to use the warranty company early on after purchasing our home. Before escrow closed we paid for extra inspections for our sewer lines to be checked out. We had clear pictures and report for everything. This past week, our kitchen sink became clogged. Before calling the warranty my husband tried to snake it to the best of his ability but nothing happened. We couldn't find the clear out drain. I placed a service call and got a company assigned to me. This company that was assigned for this job had over 50 negative reviews on Yelp, an F rating on the BBB, and several other complaints from different sites. I got a time window of 4 hours, no one showed up. Had to argue with the home warranty company, cancel the service call, and go back and place another call in order to get a different company.

This company was a little better in the review department but still had an F rating with the BBB. They came out. Attempted to snake the clear out drain (they found it) that took maybe 10 minutes (I have his entire visit on camera) and said he ran into a huge obstruction 25 feet into the sewer line. He stated that this could be due to old blockage or the line collapsing.

I told him this was just scoped and I don't see what could have caused this "huge obstruction" in 2 months. This morning I receive a call from home warranty stating that the plumber from Habit Plumbing said that the huge obstruction in the pipe was not due to wear and tear, therefore it would not be covered. Of course. About 10 minutes later I receive a call from the plumber offering to come and video scope the drain for us for only $300. I called our inspector, who came back out for a smaller charge, and showed us no obstruction. The drain is working fine once again after our inspector cleaned it out.

You, as a home warranty, make yourself look bad but contracting dishonest terrible companies to do these jobs. I've made sure to let our realtor as well as our loan officer know about the terrible service and make sure not to recommend you to their clients. You didn't even wait for me to call back and closed out my service request. A second opinion should have been provided instead of me having to pay out of pocket after already paying the $75.

Originally called AHS on 4/17 with a A/C problem and requested service. Never received a call from a contractor and called back AHS on 4/20. According them, AHS was having "computer issues" and my service request was lost and now a new request had to be made for 4/24. The company assigned Max Heating and Air comes to diagnosis the problem, walks around the back of the house and without physically touching the unit or looking upstairs, diagnoses the problem as a bad compressor and low on Freon. The technician then need to order the parts and would not be able to return to "fix" the unit until 4/28. Once returning to fix the A/C, the tech replaced the compressor and added 5 lbs. of Freon at $100 lb. for a charge of $500. The technician did not go into the house to look at the indoor A/C equipment after fixing.

Soon after, we had unseasonable cold temperatures in the area therefore the A/C was not used. On 5/9, the temperatures rose in the area and it was evident that after turning on the A/C it was not fixed. A request on 5/10 was placed to AHS for the contractor to return. The contractor returned on 5/12 and looked at the unit and decided that there was a "leak" on a valve. He sprayed a sealant on an area of the outside A/C unit and said this should be a temporary fix until the valve piece was available to be replaced. Again, the contractor do not investigate inside the house. By the next day, the A/C was not working again. After a call to AHS, the contractor would not be able to come back to the house until 5/19.

Frustrated that the original contractor could not diagnosis the problem, I contacted a reputable HVAC company to fully diagnosis the problem. The HVAC company fully investigate the outdoor and inside A/C equipment and diagnosed that the Air Handling Unit needed to be replaced. After receiving the diagnosis, I contacted AHS to see what the options were. The options given were to wait until the 19th for Max Heating and Air or see if another AHS contractor could come by to see if they agreed with the diagnosis. AHS was able to get another contractor to come and look at the the unit on 5/16. I spoke with the contractor on 5/15 and he said he would arrive prior to noon on 5/16. He called me 3 times on 5/16 and gave me different times that he would be arriving.

Essentially I lost a complete day of work waiting on him. The contractor did not arrive until 2:30 in the afternoon and after I told him what the HVAC company I had paid for to come by he agreed with the diagnosis without essentially doing any testing on the unit himself. The contractor was very unprofessional, more like a handyman. Not someone running a reputable business. Having zero faith in the 2 contractors AHS assigned me I requested a cash out option and was offered $750. Considering that I paid $500 for Freon that was wasted and I'm really only getting $250 which is the equivalent of what I pay monthly to AHS is insulting. Therefore, I will be cancelling all of my accounts with AHS and writing a review to the BBB so that someone else does not get taken advantage of like me. Again, stay away!

The last claim was for my air conditioner. They came out immediately and they said, “It’s broken. We got to order a part.” And they said it’d be four days and they got back in the same number of days and fixed it. I was real pleased that we got it done and it was raining that week so I didn’t have to have the air conditioner. I’m happy with American Home Shield. I keep getting e-mails from other companies and I keep saying, “Well, I ought to check.” But I’m not one that does checking if I'm happy. I don’t go looking for a better thing but keep what I have. I've had my car insurance for 33 years. I'm happy so I don’t go shopping around. I’m 70 years old and I’ll do whatever I want to do. I’ve recommended them to my son. He bought it and he had a claim right after he bought it and it was taken care of quickly.

I've done both over the phone and online claim submission and I prefer online. It's easier and I don't have to go through a thousand buttons to get to the right department. I hate that. And I don't like my interactions with the people at American Home Shield either. I had one experience where I had to call and complain for our main breaker which blew. The first guy came out and told me I got to write him a check for $100. But he didn't fix it. I told him that and he told me I still had to pay him $100 so I wrote the $100 check. Then three days later, somebody came out and finally fixed the problem and I had to write him a $100 check. So I called the office and asked why did I have to write two checks for $100. They told me I wasn't supposed to. I really complained before I finally got to a manager that could say, "Yes, we'll refund you." About three months later, we got a check in the amount of $400. I didn't like that it took a while to get that. But I've had some good calls with AHS. The guys came out and fixed things with no issues.

Original Review: May 16, 2017

When time came to renew my AHS subscription (bought house with AHS coverage), they offered a 100$ rebate with renewal. A helpful customer service representative applied rebate and took my 180$ for another year renewal. The rebate never came through. My account was showing 100$ deficit for the whole year. I called AHS Customer Service several times and always they offered to take care of the situation. Never helped though... Now my contract expired, I never used their services, and they are asking for 100$ back. Even sending letters for collection. If you value your money and time - do not go with AHS! Hope my experience will help somebody.

The company that AHS sent (A/C and Heating out of Newton, Texas) was awesome. Their response was within about an hour. I couldn’t do it that day but they could have come out that day. Then they came in, diagnosed what the problem was, ordered the part, and were here two days later. They had to skip the weekend as I had company. I watched the guy and he showed me what he was gonna do. He demo'd everything and I was impressed with that. The AC unit appears to be working fantastically now. So it’s been a really great experience.

AHS took care of the issue in a very fast manner and that made me feel good. The one thing I would suggest is they have to make sure if there’s a problem with somebody not fixing an issue the first time or second time, they need to send somebody else out (which they did), and not the same people. They need to search for people who are really good. And if they get a good response from somebody that can repair something, they need to stick with that same company.

I called their customer service to let them know that it didn’t work and that it’s still leaking. I stayed on the line for a while to get to customer service. It’s always a problem getting to their operator and when I got to one, he asked for my i.d. I said I don’t have it and to just look me up by my phone number like everybody else does. He said he'll call me back when he got it. I told him that everybody takes my phone number and look me up but he just hangs up on me. I called back and wait on hold again for another 15-20 minutes to get through to an operator, and this time the operator looks up my phone number. She sees that somebody’s been out there and I said the last time people came up there, they didn’t have instruments to check whether they actually fixed the leak or not.

She said they don’t have any thermal kinds of test equipment to check. I told them to have at least one of those little infrared guns to shoot up into the attic to see where there’s a leak. She said that their contractors don't have that kind of equipment. So when the guy comes out yesterday, I tried to explain to him that the previous guy didn’t fix it and that he doesn’t even have the equipment to check it. I told him I bought one myself so I could do my own testing since they won’t do that. He asked to see it so I showed it to him and he said that it's an infrared thermometer gun and that they have one of those. They thought I was talking about a thermal device to check the value. So, he checked my attic and said that I was right that it’s not fixed and that I have a legitimate claim but he said that they've got to have somebody to crawl through the little space to fix it.

It was a frustrating experience. The thing that bothers me more than anything is they don’t escalate any situation. The customer has a complaint and they try to get to one of those supervisors but can’t get to them. It’s mandatory in a customer service situation that if a customer has a concern about something and they’re not getting the word through to the operator, they've got to speak to an upline supervisor to try to explain because those were seasoned people who should know how to resolve situations that maybe some of the newer operators don’t. But if customers can’t even get to them, that creates more animosity.

Prior to this claim, I had a claim with the outside compressor. They sent Blizzard Air and they fiddled with my unit. They put little gauges to it and that they supposedly put some Freon in it. After they fixed it all, they said it was done. In only about an hour, it goes on and off again. So I called AHS about it and after a big rigmarole, we finally got an agreement that they would fix it and in about a seven-day period, we finally got that Freon out of it, put new Freon in it, and it’s fixed. When my contract is up, I'd go with another company because I’m done with American Home Shield.

The AHS customer service rep informed us that the assigned contractor is going to service our central AC unit within the AHS time frame guidelines and that they would not switch us to a contractor that could service our unit sooner. So I'm disabled and have to be in a hot house for 3 days. The service rep informed me that 90 degrees outside is within the acceptable AHS guidelines and we would just have to wait until the assigned contractor could get to us. It is against the rules to switch contractors if they are within the AHS guidelines. I told the AHS rep that just last month a AHS rep switched us to a contractor who could service our swimming pool pump sooner. Also the contractor they first assigned to us could not get to us for 4 more days. This approved AHS contractor also had a D rating with our local Better Business Bureau. So you may get a great AHS contractor or a awful contractor when you contact AHS for service.

Per this AHS service rep that I spoke to on Monday May 15, 2017, that's just too bad if they assign you a contractor that has a D rating with the Better Business Bureau as long as they are within the AHS guidelines! Wow, really??? We are not very happy with AHS at this point! Another bad experience with AHS happened to us in July of 2014. Our central AC unit was not cooling. We contacted AHS for service and was assigned Just Chillin. We were told our central AC unit refrigerant had all leaked out. We were charged a service call and $600 for refrigerant. Skip ahead 2 years and our central AC unit was once again not cooling. We contacted AHS again for service. This time AHS sent out a different contractor to service our central AC unit.

We were informed that a leak had caused all our refrigerant to leak out. Oh no, not another $600 plus a service call. The AHS contractor said, "No ma'am, your unit takes the much less expensive refrigerant 410A, which is about half the price of the more expensive refrigerant. So the charge was only $300 plus the service call. What a relief! But wait, why were we charged $600 2 years ago for the same thing? I got out our old bill from AHS approved contractor Just Chillin and sure enough the bill shows they put the less expensive refrigerant 410A back in, but charged us for the more expensive refrigerant!! So we got ripped off for $300 and we just find this out 2 years later.

So we called AHS and explained the situation and they tell us how sorry they were that their approved HVAC contractor overcharged us by $300. The AHS rep told us they don't get the paperwork from the their contractors showing what AHS customers were charged. What??! Really??! Then how does AHS know if their customers are being treated fairly?? Unless you are a consumer who knows how much a contractor should be paid for that particular service, you can so easily be taken advantage of. This didn't even seem logical to me, but that is what we were told by the AHS rep. AHS never offered to give us back the $300 that we had been overcharged. They just apologized to us.

So even though we've had some good experiences with AHS and their approved contractors, the bad has outweighed the good. Not knowing if we will get assigned a great contractor or a contractor with a D rating with our local Business Bureau is absolutely not okay with us. Also, not being able the switch from a assigned contractor to another contractor for whatever reason is also not okay with us. Guidelines are good but just that, only guidelines. When guidelines come before customer service that is never a good situation. We have decided to cancel our home warranty with American Home Shield. We will place our monthly fee of $75 in our own Home Repair Fund! Consumer BEWARE and do your research before signing up with a Home Warranty Company.

AHS will not pay!!! Telling me it was due to trauma. Well there was no trauma. They also want to charge ANOTHER $75 for a second opinion and if the plumber says it's trauma they will not pay. Just to be clear AHS wants to collect $150 and they still may not cover it!!! Crazy. Nothing last forever including a toilet tank. I am very unhappy and I will never suggest this company to my real estate clients.

UPDATED ON 06/02/2017: I am following up on a claim of a month ago. America Home Shield sold me a policy of which I pay monthly $56. My toilet tank broke, I paid my $75 service fee and was told AHS NEVER covers tanks because toilet tanks do not have wear and tear and they NEVER break. I was then advised to have a 2nd opinion, the cost another $75!!! I refused to pay the 2nd fee, I was shocked it was never covered and to try and collect another fee, fraudulent.

Fast forward three weeks I was advised they would cover, "the repair this time". The appointment was set up with the plumber only to get another call saying they are reviewing for nonpayment of the repair. This company is NOT honest or trustworthy. I am a Real Estate agent and have been referring my clients to this company for years. Not anymore. Not to mention I was a loyal customer for 4 years!!! Run. Do not buy a policy. There needs to be a class action suit against them.

I have always been concerned about them getting lower quality parts, but for what we received so far, it's always been mostly manufactured parts and no problems there. They're doing even a better job than they have before. I see them advertised more often and I'm very pleased with the service we've got. Up to this point, I feel good about using them. I intend to use them from here on until they fail to perform, and they've been performing very good.

We called back on May 13th just to get attitude from the agent who we spoke to, agent **. She was rude and unhelpful. Explained it had been a week now and we had not heard from a contractor about fixing my appliance. Told her the company gets their payment every month with no hassle at least we could get a phone call back. Was told there was nothing they could do and we can wait til Monday to see if a contractor would call. Even offered to find our own contractor to fix it but was told it would have to be approved. When asked how to get that approved, we was told to wait til Monday. Asked to speak to a supervisor and was told they didn't have one available until Monday. Asked for a number to the home office and was told she didn't know it, I could look it up myself. Long story short, I'll put a stop payment on this month's payment and see if they'll call me back.

I've been with American Home Shield for years and my experience was always good. I made a mistake one time when I switched to a cheaper company. I had a terrible experience with them, so I went back to American Home Shield. Unfortunately for me, by switching, I was under the new deductible, which is $75. I have been paying a $60 deductible before and had I not ever left, I'd still be paying that amount. My sister does and a lot of people in my family use American Home Shield, too. My daughter who died three years ago was the first one to recommend it to us, so there are six of us who have American Home Shield. I also have a daughter who lives in Sugar Land and she uses it too.

They were a lot more honest that they told me what they were going to do. The first company was like talking to an uneducated person, I'm an engineer. I ended up talking to the owner of the company and he was very straightforward. He told me what they found and what needed to be done to fix the problem. He told me that the code for gas line changed five years ago, so I have to replace the gas line and then fix it. He also said exactly what the problem was with the water feed. After two hours, he gave me a quote of about $460 and I agreed to it. They were done with the fix within 24 hours which was pretty fast.

There's a lot of the service guys who will stand in your kitchen until you give them a credit card but the second company said they would send me a bill instead. I received an electronic bill that evening and I paid it electronically. Now, I got an electronic record in my file. They were so much better to work with than the first company. We were happy enough with the service that we even purchased coverage on a rental unit.

Now I'm dealing with something else. But no matter what, they're very helpful, courteous and friendly. And they answer all of my questions. I only had a problem with one plumber but they solved it and I got my money back. I wasn't happy with that company and I made sure every time I called them after that I will not deal with this company. But I've had American Home Shield for years and they're terrific. All their representatives are very kind. I told my sisters and they used American Home Shield also.

My children were here on Easter and the air conditioner ran all the time but didn’t cool them. Now, the air conditioner seems to be cooling and we don’t go upstairs very often but as far as I know, it's still working good. Overall, it was a good experience and wasn't stressful. One of my sisters also has AHS and it seems like every year the premium and the amount you have to pay for each visit go up. That's the only thing but I can't really complain. But if I didn’t have the money, I couldn’t afford it.

The most recent service claim I made was for water leakage coming from under toilet in 2nd bathroom. I called on a Thursday and a plumber was scheduled to come out that Sunday. However I found that it was the same plumber from the first time so I called AHS and said I would like another plumber. So another appt was set for the upcoming Thursday between 1-4 pm. So I took half the day off, which is not always that easy because I am a special education teacher. I received a call from the plumber at 2 pm and they said they could not make it, and the next available would be the next Tuesday.

Now it's almost 2 weeks and I still have not had a plumber come out. This unacceptable to me especially since this is an emergency because we cannot even use the bathroom. Their Customer Center does not serve the customer very well. When you call for another contractor, it takes them forever to find someone else even though I live near a very large city. So after this claim I am canceling this home warranty and going with Old Republic.

However, I had no problem with the people I talked to. We called the claim in and the rep was professional. He told me upfront what the deal was gonna be. And so I called American Home Shield back. He let me know upfront what was wrong and what the possibility of my out of pocket cost was gonna be. And that kind of hit me. Since the repair, I've had no trouble with the unit. But it doesn't make sense that we have to pay that much money. I'm very dissatisfied right now. I wouldn't recommend anybody to them.

We should not be responsible for this since our indoor unit is now red tagged by the fire department to be a fire hazard at this point. We called them because our indoor unit smoked up our home. Now we have no AC or heat... Nice. We are at ** and totally dissatisfied at this point. This has been going on for 3 months now. It's insane at this point and lately American Home Shield is now giving me the run around.

Another call to AHS informed me that the ordering was in process and they would get with the plumber the next day to arrange pick up of the 75 gallon. I called two days later to see where they were, and AHS informed that they don't order 75 gallon water heaters, and that I was given incorrect information by the previous AHS representative. Today, AHS is stating that nothing has been ordered, and that I have to choose between a 50 gallon install or the cash-out option. It's now been 2 weeks without hot water and cold showers, and we're still at square one. I asked to speak to a supervisor, and was told that they wouldn't tell me anything different, but they would call me within 1 business day. After all of the different stories I've heard from AHS, I'm guessing that I'll get another one from the supervisor.

Not long after that, Alex determined that parts needed to be ordered (valves) and that someone would be calling me back once the parts came in. The next day March 9, 2017 I received an email stating that Family First Appliance had Great News!!! And that my parts had been ordered. It also stated that I could email them or call with any questions or concerns. 10 days later I emailed Family First Appliance Repair to inquire about the delivery date of the said parts. I never received a reply or a phone call regarding my email inquiry.

On Tuesday March 21st 2017 I placed a call at 3:07 p.m. and spoke with Donna regarding the parts. She then told me that the parts would take another 5 days to come in and that Family First Appliance Repair would be calling me back when the parts came in. On Friday March 24th 2017, at 2:24 p.m. I had then placed another call to Family First Appliance Repair to follow up on my previous call regarding the parts order. By then another 2 weeks had passed where I had not heard from American Home Shield or Family First Appliance Repair. I spoke with Brandon on that day where he had scheduled another appointment to install the ordered valves on Monday March 27th between the hours of 12 p.m. and 4 p.m. On this day the technician (Alex) did not arrive until 6 p.m.

Once he arrived I was told that he would not be able to complete the work since the wrong parts had been ordered. I was again told that someone from Family First Appliance Repair would be reaching out to me once the new parts were ordered and arrived. I contacted Family First Appliance Repair multiple times following that day in order to follow up regarding the wrong parts Tuesday March 28th at 3:58 p.m. (left voicemail), Wednesday, March 29th at 10:11 a.m. and at 10:20 a.m. (left voicemail), Thursday, March 30th at 11:38 a.m. (left voicemail) and finally on March 31st at 2:20 p.m. I was able to reach Brandon where he stated that the parts had arrived and that Alex would be coming back out on Monday April 3rd to install them.

Monday April 3rd had come and gone and Alex the Family First Appliance Repair technician never showed up, nor did he or Family First Appliance Repair call to offer an excuse as to why the appointment time was not kept. On Tuesday April 4th at 10:23 a.m., I again contacted Family First Appliance Repair to follow up. I spoke with Tammy owner/manager and was told that the technicians service van had given out on him. I then asked why I was not contacted or another technician sent out in his stead and was given nothing in reply. Tammy said as a courtesy Family First Appliance Repair would send out someone on Saturday April 8th at 8a.m. Tammy stated that they were trying to find the parts in their warehouse and that the parts had been misplaced. I was left on hold for several minutes. Tammy returned to my call and promised that she would call me before the close of business that day. I never received the call.

On Saturday April 8th 2 Family First Appliance Repair technicians showed up without the ordered parts and told me that someone from Family First Appliance Repair would be reaching out to me to schedule another appointment to do the repair. On Thursday April 13th, 2017 at 9:50 a.m. I called Family First Appliance Repair to find out when I would be rescheduled and left another voicemail. I then reached out to American Home Shield at 9:54 a.m. to make them aware of the ongoing issues. I was then told that Family First Appliance Repair had not placed a new order for parts nor did they follow up with AHS to notify them of the incorrect parts being ordered and received. I pleaded with AHS to remove this company from my service request and asked for another contractor to be assigned. I was told NO.

On Wednesday April 19th, at 12:34p.m. I called Family First Appliance Repair again and left another voicemail message. On Thursday April 20th at 11 a.m. I called Family First Appliance repair and left another voicemail message. I also called American Home Shield to ask for some assistance with reaching out to the assigned contractor. AHS stated that they would follow up and give me a call back. I never received the call. On Saturday April 29th at 10:29 a.m. I called American Home Shield and attempted to receive some assistance regarding the still open claim from February and was laughed at by one of their representatives. I was also threatened to be hung up on for using the ass out of frustration.

I called American Home Shield back at 10:37 and was told that the correct parts were ordered and due to arrive on May 5th, 2017 and that Family First Appliance Repair should have contacted me to deliver that information. On Wednesday May 3rd at 10:00 a.m. a Chris contacted me from Family First Appliance to schedule another appointment for Monday May 8th between 8 a.m. and 12 p.m. A technician from Family First Appliance Repair came out to my home and caused severe damage to the gas line leading to the oven/range. The damage was so massive that the gas had to be shut off to the unit.

On Tuesday May 9th at 11:53 a.m. an American Home Shield representative contacted me to inform me that another contractor (plumber) would be reaching out to me directly to repair the gas line leading to the oven/range unit. I received the call from Dave from Dave & Sons Plumbing that same day at 12:51 a.m. and a plumber (Ed) was dispatched out from that company immediately to make the repair. The plumber advised me that the line had been repaired but the damage to the unit had been so extensive that he could not in good conscience turn the gas back on.

Since then I have been calling American Home Shield to inquire about how this newly created and dangerous issue would be addressed. I called American Home Shield on Tuesday May 9th at 4:46 p.m. (was hung up on), at 4:53 p.m. and was placed on hold for lengthy periods just to be told that I would have to wait for Family First Appliance Repair to contact me to schedule another appointment.

I called American Home Shield on Wednesday May 10th at 4:42 p.m. and again placed on hold just to be told that Tammy from Family First Appliance Repair is disputing with Dave from Dave & Sons Plumbing that they did the damage despite the fact that I have been able to utilize the range with no issue prior to the May 8th Family First Appliance Repair appointment. The wonderful and extremely professional owner Dave from Dave & Sons stated that he has taken pictures of the damage caused by the American Home Shield contractor Family First Appliance Repair and would be willing to provide them to me. I have also taken my own pictures for my own behalf.

On Thursday May 11th I called Family First Appliance Repair at 8:06 a.m. and left another voicemail message. I called back at 8:24 a.m. and spoke to Brandon who initially tried to tell me that I would need to contact the gas company to come out and do any necessary repairs. I disputed that instruction and told Brandon that he would need to schedule a new appointment because any additional work outside of the scope of Family First Appliance Repair had been done. He placed me on hold and then hung up on me. I called back at 8:33 a.m. and expressed my utter distaste for Family First Appliance Repair and declared that I wanted to be serviced immediately.

I expect the work to be completed and my oven/range to be in good working order before Monday, May 15th, 2017. I expect the owner Ed ** and/or Tammy to personally call me and apologize for the major violation of my trust in their company and an explanation of why my service request was handled in this way. I want to why Family First Appliance Repair has a voicemail service but never once returned any of my multiple voicemail messages. Finally, I want to how their technicians are certified and how the gas leak happened in my home on Monday May 8th as well as why that mistake was not made a priority of Family First Appliance Repair. This service is unsatisfactory, the American Home Shield company standard of customer service is substandard and I have been irreparably mistreated by them and their contracted representative Family First Appliance Repair.

We originally called because about half of the numbers and other function buttons on the keypad of the microwave were not working. Long story short, $125.00 and 3 months later, we still have a microwave where number buttons and function buttons do not work. Me and my wife just decided to replace our own microwave, as this dragged out way too long. All over a $200 microwave? Horrible experience and I don't recommend it to anyone. Hopefully other homeowners don't have our same luck and experience.

I expected AHS to cover the cost due to the error was from the company installing the incorrect compressor for the unit. I expect the company to correct the error and provide 100% customer service satisfaction and not give me half of a solution. We've been members for almost 9 years and AHS has always come thru in the past. Due to the company's error I am hoping they will do what's in the best interest of the customer. Businesses are successful when they have good affordable, reliable products and good service!

The second opinion was done on May 1, 2017. They still have not made a decision on whether or not they are going to fix my AC. Instead the AHS have really refuse to honor their contract by not doing anything. Yes they do have right to get a second opinion, but it is May 10, they should have not gotten back with me about the repair on my AC. The second opinion was completed on May 1, 2017. I have called almost everyday and still have not receive any answer, but just runaround. Not one person can tell me what is going on. All they are telling me is that it can take up to a week to 30 days. This has gone on since for almost 30 days, and they know how I feel. It's like they are reading a script. I am out of 180.00 dollars plus my trade fee of 75.00 dollars and by monthly cost and of course my AC as well.

Why do they think I purchased the home warranty for? I am not asking them to repair what is not covered. Today I got someone out to check it so that can fix or replace it. I am really disappointed in American Home Shield! I have never wrote a review on anyone even when I was not satisfied, but this was unacceptable. I really think someone from AHS need to contact me.

American Home Shield is like my husband, they can fix it all. They do things that I have no clue on how to do. They’re relatively inexpensive and I always feel comfortable with whoever they send over because I figure they grill them before they let them service the different areas they provide coverage for. They are good at what they do and they're reputable and not gonna rip anybody off which is the biggest thing that makes me feel good.

American Home Shield never followed up to tell me if they were going to cover the diagnosis because the vendor never gave a diagnosis to them. Then they had to call the vendor. I never heard from AHS so I followed up with them about eight days later. It turned out the vendor lied to them. I confirmed that when they sent the follow-up vendor to my house, who then diagnosed the problem and within minutes, fixed it and everything’s fine. I won’t allow that contractor back to my house again. I then got an email from AHS saying that I was seven days overdue on a service fee. I called and spoke to AHS this morning, and after I was completely upset, they had instructed me they would waive the $75 fee. And then, they sent a follow-up to me saying that I’m seven days late on the $75 fee because the original vendor has submitted and told them that I didn’t pay him. So now it’s compounded and gotten worse.

I’m an over-10-year customer of AHS and it’s not been the greatest experience. In my 10 years, they continually raise my premiums every year regardless of satisfaction. I’ve had some bad vendors but I’ve never had one that was just completely dishonest. For the most part, I’m happy with AHS. I told them that vendor is not allowed to come back to my home. I asked them to look into that vendor and I’m currently waiting on AHS to get back with me about the claim that I haven’t paid them a vendor fee when they told me they’d waive it.

Original Review: May 10, 2017

We requested service on a air conditioning unit in a rental property that we own. We currently have tenants living there and have never had an issue with the companies the warranty company has sent out. This time around the company came out the next day and took about 5 days to respond with the diagnosis. In the meantime it got to about a 100° and called for updates everyday with no return call. We finally were able to speak to a manager in the American Home Shield warranty after leaving several messages and being told different stories about how long they have to respond. The first time around it was 24 hours and the second time around it was 48 hours. It had been 55 hours and yet no response from the manager that we requested to speak to or the company In Home Quality Services that was sent out. The only response we got was "we have been really busy".

We finally get a diagnosis and the quote...they inflated the prices so much that it almost makes it not worth the repair. We know the cost of are the coolant that goes into the AC is about $75 to $80. This company is charging us a $125 per pound and the unit needs anywhere between 6 to 8lbs. In addition to that they offered to pay us $500 for the unit and that must be spent on a repair for the unit and cannot be used to purchase a new one! Which does not make sense! We have gotten quotes previously for the compressor for this AC unit and it was over $1,000. We can't even repair it for $500. We requested to have a new company go out that we approve of and we are told that we cannot do that. That the contract has been written with In-home Quality services and they cannot make special Arrangements just for us otherwise they would have to do it for everyone else.

We explain that we are not happy with the wait time and if it took 5 days for them to give us a diagnosis how long will it take for them to actually install?? Meanwhile our tenants are very unhappy with us. Basically we are being forced into a contract that we are not happy with and with a company we are weary about! I believe that asking for another company which they contract with to go out instead is reasonable! We are being told no and are basically being forced to spend money to which we believe is to recoup whatever they can. We have been in a customer of American Home Shield for 4 years now and this is unacceptable the way we are being treated. This is horrible customer service to Dedicated customers and it is time to look for new Warranty company now! I would not recommend them to anybody!

Recently, we also had a problem with our heat pump and the specialist American Home Shield sent out to us explained that to repair the heat pump (which we replaced nine years ago) would be a good idea because the refrigerant was being replaced, it went off the market. And so, we should replace it with a new heat pump system. He made a good case for that. He told us why would we invest our money in a hugely expensive refrigerant when we could just replace it with a heat pump system. I was okay with it and he gave me a quote which was over $9,000. I checked around and got quotes for similar systems from other suppliers. They were only $6,000. So, I went back to him and told him his quote’s really high. But he didn’t budge.

So, my problem there is that while the supplier that American Home Shield sent me was good at diagnosing the problem, he thought I was gonna rely upon him for a good deal. I would have paid $3,000 more (one-third more) than what I ultimately paid to replace our entire heat pump system. And that bothers me because I’d like to be able to trust the supplier that American Home Shield identifies to give me a candid, good deal that I don’t have to double check on. We only use them from time to time for a variety of things and our experience with their suppliers is probably the biggest problem. AHS usually doesn’t argue with me about the claim, but the supplier does so-so work. They fix the problem, but it’s not great. So, I would tell people that it’s good to have this kind of a backup because there are things that they really need repaired right away and if they don’t have their credit card handy or credit available, then AHS is a good backup. And the expense is not tremendous.

And the guy said he wasn't an expert and didn't know either, so just file it underneath the appliance so I did. The appliance gentleman came out and was very nice. He took a look at it and said it wasn't his job. Instead, it's got to be transferred over to heating and air conditioning because they're the people that handle exhausts and hoses. He did that for me and I paid him the $75. Then the heating and air conditioning guy called me up and I explained the problem to him. He said that's not their problem and that I have to call up AHS and have it transferred back to the appliance guy.

Then I called up AHS and talked to another customer service rep who was very nice. She explained to me that that problem really was not covered by my insurance and I would have to pay to have that repaired myself, which I accepted. But it's not fair that the customer service rep didn't explain that to me before anybody ever came out to the house. It would have saved me $75 and the trouble of waiting to try to get two different appointments in because they couldn't do anything about it anyway. The guy that I talked to the first time should have told me that. I would have gone out and found a local guy to fix it for me. So now I'm out of pocket $75 and I still don't have anything done on the problem. And I had to go through two subcontractors plus two calls to AHS, so I'm not happy. To make it clear, I'm not fighting the issue of what the contract says.

The contractor was very good and friendly. He was open to texting each other and we would set up an appointment that way. The only thing that went wrong was the supplier in Denton, Texas he had to use that was getting the water heater replacement. They put it on the truck, he drove 50 miles to go and pick it up and it wasn't on the truck. That happened twice to him. He then suggested another supplier and I checked with American Home Shield. They agreed and we got it the next day. The wait was no more than three days.

I was wrong. I just needed to get to the right people. I got a plumber, and at this time, my well pump is replaced and fixed.

I have to admit, they surprised me. :)

Original Review: May 9, 2017

Back in August my water heater went out. I was given a plumber 2 hours away and it took 3 weeks to fix. Today my well pump went out, (or I assume it's the well pump). No water. No plumber available. Sent to dispatch. Expedited, which I'm grateful for, but I will have to go 48 hours with no water before I can do anything about it. So, once again, no water to drink, no water to clean with. And there is no real way to resolve it. I will update this, but I can promise that my plumber will come from 2 hours out AND this won't be fixed by this time next week. I don't recommend this company, especially if you live in the country.

I was referred to American Home Shield by a friend who swore by them. He even tried to speak on my behalf to try to get them to provide me service on my garbage disposal, but they still would not provide service. He explained to me that their service used to be much better but they have now gotten too big of a company and they no longer care about each customer. He left to another company for home warranty. It's now been a year since I canceled and I have yet to sign up for a new company. Highly disappointed, and I had to share my experience because I feel I was lied to and truly feel that this 4 star rating is not a true representation of this company. My experience was a complete ripoff.

I had a water heater issue. They send a technician (very low rated local plumber) after 2 days. Reported that gas controller doesn't work. AHS says it's not covered with Section D, Item No. 4B "Except as otherwise specified in your Agreement, AHS is not responsible or liable for: Costs of construction, carpentry, or other modifications necessary to remove, relocate, or install a Covered Item or part thereof." In my contract it has this "WATER HEATERS. COVERED ITEMS: All components and parts, including circulating pumps and malfunctions due to sediment, unless listed below as NOT COVERED." I don't get it. All components and parts are covered, but not the modifications for those parts are not covered. I don't know how do you understand "modifications", how could you fix it without modifications.

Oh, by the way, you have to pay the $75 service fee. Technician says it costs $800+ to replace the parts, and I have to wait 2-3 days for AHS to order and ship it. No way, I can't wait to take a hot water shower. Eventually I found a plumber and replaced with a brand new water heater for $1200 within a day since the old one is 10 years old. I'm cancelling my contract right away and asking for refund, don't waste your money on this junk warranty. Save you money.

And then, in Houston, I've learned that there's kind of an A tier and a B tier of contractors with people who contract with them. Also, there's a lot of variability in the contractors but now I know what to do. At least now, I've learned who's in the system and who to ask for. When they tell me that the contractor I'm requesting is busy or unavailable and that I can ask for a work order online, I don't follow them because I have to cut through the B team. And I can do that on a phone call but not electronically. I wish there wasn't a B team because that means every time I have a different expert, I have to figure out who the B team is, X them off the list and I need to tell American Home Shield that I don't want that person in the B team.

For instance, when I call a new job in for my refrigerator, they always want to give me the B tier people, 3 Brothers. I explained that it's a horrible and really bad company and asked them to give me somebody else, preferably Master Fix because they're phenomenal. The same thing with the plumbing contractors. I had this horrible experience when the contractor told me I had to repair all of the type system-wide in the house but I knew it was just a sink fixture issue. They told me I was going to have to rip all of the sheetrock out and it goes down into the walls and into the ceiling. It was all a bunch of hot wash. Then American Home Shield got Daily Plumbing and the guy who came out was fantastic. He took care of everything. But we wasted time and the emotion of knowing that the diagnosis was not accurate on that claim.

The service contractor came out and looked at it and agreed that different filaments would have to be replaced. But American Home Shield refused to approve it. But the workman who came out thought it did need a repair and they could have done it. Also the repairs their contractors have made are spotty. Sometimes they need to come back multiple times because they have different grades of repair people. And if they send out a lower level person, a lot of times they will misdiagnose and there could be multiple visits until the repair is actually made which is frustrating and time consuming. They don't monitor how well the different tradespeople perform. And that may have something to do with how much they pay the tradespeople or which tradespeople are willing to work for AHS. But recently, we had a problem with one of the toilets' flushing. My wife submitted the claim and they came out and repaired it.

AHS says that is not classed as a "mismatched" situation which is covered. It is classed as a "lack of capacity" situation so it is not covered. The AC unit has no "lack of capacity" in all the other rooms of the house. In my opinion what is covered and not covered is very confusing. SECTION 3CD Covered {System installation where component units of the Covered Item were not properly matched to each other for proper operation} but then Section D1B Exclusion {A malfunction of a Covered Item due to lack of, or excess of, capacity in the Covered Item}.

We're happy campers with American Home Shield. Our services have always been provided, and a couple of instances, we were with some heavy duty, serious problems that got rectified in a very timely manner. And so, we're a walking testimony to AHS. I don't know how many people we have passed on to them through the years only because of our testimony and indicating how well we've been treated with the company. When my wife was in real estate, she would offer American Home Shield to consumers who are buying homes.

We've already submitted a claim before about our garbage disposal. A guy came that day and fixed it. It was done and it was great. It seems easy with the claims reps. They send people or help me schedule right away. AHS has been quick to answer and were very helpful. Hopefully, they will continue to work with us in the future.

4/28/17: Called Greendian to schedule appointment and he responded they were trying to find contractors in our area. 5/1/17: Called Green Dian for installation date, I was put on hold, told they were having a hard time finding a contractor in our area and put me on hold again and I'm told they will not make the appt. until the current fee of $2280 is paid. Called AHS, am told again that I can cash out. I declined. Called AHS again, this person also offered a cash out. I declined. She was cold and uncaring. She called Greendian and said they would call me that evening. Needless to say no call came.

5/2/17: Called AHS, spoke to Lynn and she gets it, finally. She called Greendian and could not get a satisfactory answer. She sent it to the resolution dept and suggested that I consider the cash out... At this point, I said you can't even buy a unit for what is being offered so I need to be able to find out if they will give me a different contractor or what the amount of cash out will be so I can make some kind of decision. Lynn said I'd hear something in 2 days. 5/5/17: Still hadn't heard anything. Called AHS again. The person I spoke to said he would message Lynn to contact me. 5/7/17: Still nothing.

I've been paying AHS for 23 years and have had a few small claims, never had a problem until 3 years ago when these charges started appearing. A sink clog. The plumber wanted 500 to go on the roof and recently a plumber who wanted 500 to replace a toilet for a clog. I have now done a lot of research on Greendian and they are very bad news and I do not want them here and I can't even put into words the stress and heartbreak this has caused me. I Know an HVAC person and when I showed the charges he was stunned and said, "This is what you have to do for an install". Laughed and said every charge is bogus and super inflated.

I've read my contract none of this is in the description. My neighbor had her unit replaced by AHS - 6 years ago, they did have to fight to get it done but no extra charges. This whole scenario is criminal. We had a 93 degree weekend last week, handicapped Daughter and I have COPD. As I said I am in stunned disbelief..

I decided to just call Option One Plumbing who I found on yellow pages and they showed up 2 hours later fixing a simple bathroom tub back up with a snake machine that was fixed in 20 min. That cost me $60.00 dollars. American Home Shield has taken a total of $195.93 and $125.00 service fee visit. American Home Shield should really be careful what plumbing company they do business with. I have never been the type of person that leaves reviews but I feel that this type of case is not the only one that has happened with Home Shield... It's a shame that companies like this take advantage of hard working people like myself. Stay away from American Home Shield. Save your money and pay out directly to a good and honest plumber.

One more thing is that I've had three different companies come here. They might want to stay with the same contractor that comes out to the person's home so they know the history of the issue. But other than that, it was a good experience. I could do things online and they have a reasonable price. I've also had a good experience with the people they contact. They came out here and did what they're supposed to do. They're very pleasant and nice.

It was a great experience. However, when you have an issue, call them with one issue at the same time because they don't do anything but what's on the work order. I do get that, but it would have been nice if they have a little spiel on the bottom, "Is there anything else?" I have recommended AHS to a friend. The people that I know that have them always thought that they were very good.

There was one issue though. When I called to claim about the air conditioning, they said that they couldn't send someone because there was an outstanding balance that I had owed the technician. The technicians never submitted that it was paid. I said I definitely paid them. Later, they sent me a bill of $125 and I sent it back with the canceled check that I got from the bank. I talked to them on the phone and the repairman said that it's been taken cared of and that I paid them on the day they were there. I also told them that I have the bank statement right with me and that it was paid. I haven't heard anything more about that and I'm hoping it doesn't affect future calls. Other than that, I've really liked their service. It's been really good. I've been with American Home Shield for two years and they've been very helpful.