American Home Shield Reviews

When filing a claim, you make a phone call. They're good about picking up the call and getting the information they need to get the vendor to you. That part of the service is good. They have a roster of people that they use. They'll usually call you back or send you a text of a vendor who they say will call me to schedule an appointment within 24 to 48 hours.

In general, the vendors have been excellent. That's one of the reasons I've kept the service. They're usually good workers and they come when they say they're going to come and generally, claims get completed within two weeks. In the last five years, however, it seems to be less good.

I have central heating and it steams heat. And my boiler that creates the steam has been giving me problems. And I know the early signs so, I called them in early November to get service. Because I know if it keeps going, at some point, it's going to stop and I'll have no heat. And they took a little while to find the vendor. I gave them the name of one. But for some reason, they didn't want to use them again. I had used them in the past.

When the guy came out, he said he needed to make a report to AHS in order to get service authorized and it would take a week. Three weeks went by and there was no report. The vendor didn't answer his phone. I couldn't even leave a message half the time. And then when I got American Home Shield back on it, each week they promised they're gonna get the report but they don't. Months have gone by and my heater is going downhill. It's still providing some heat, but it's not like it should be.

Everybody I talked to is very nice. But I don't see any progress. The last call I had from them was about 10 days ago and they said they would get back to me. But they haven't so, that's been poor service. And that's not the way they used to operate at all. They started changing around five years ago. I saw that they went national and I'm not sure if that helped them. Their coverage is good but they've been shrinking it over the years and raising their prices.

I also have some outlets upstairs that won't hold cords in. If I put my vacuum cleaner in and I start vacuuming, the cord just falls out of the outlet. And the electrician refused to even take that to AHS because when he put his monitor and he said they worked. There's electricity going to them. But whatever we plug in just falls out. And it’s most of my outlets upstairs.

And what frustrated me about that is I had the same issue with my outlets downstairs, and I put in a claim through American Home Shield, and the electrician replaced them all. He could see that even though there was electricity going to them, they're basically unusable. I have to hold the cord in while my wife vacuums so that we can vacuum upstairs. Since they work, he can't replace them.

He said that AHS won't cover it, so he's not gonna ask them. He looked at the light fixture that fell out, but he said that he had to write that up and ask for permission to do it. And I don't know what he wrote up or what he said to them. He left and I never saw anything. And then I got a letter from American Home Shield. They said that they're not gonna cover it but I can reach out to him, and he'll fix it for $150. I'm trying to find an electrician right now because the price that they gave me was too high.

Aside from this, I had one issue with an air conditioner but other than that, everything that I've submitted to them has been resolved when they showed up.

Having the warranty with them is a good deal especially if one’s not very handy and needs extra coverage. I’ve been with them for probably 10 years. But they’ve been going up in prices. In the last couple of years, it’s gone up $50. They started out really affordable, but it’s gotten to a point where I have to weigh whether or not it’s affordable for me.

On my recent experience, my dishwasher wasn't working, so I called them. I got a contractor the next morning. He was courteous and did what he had to do. My wife was very happy with him. It turned out the heating element broke, and he had to order another heating element. Also, someone came and did something for my shower. He was very friendly and thorough. I’ve not had any problems.

I’ve been told by AHS before that they don’t go by Yelp review which was somewhat fair. But when you start looking at the Better Business Bureau, that’s a verified and respected company that does try to resolve issues between the client and the company. If the contractor has a F rating on the Better Business Bureau site, I don’t know why AHS is contracting that company.

They eventually got one that fit. When they installed it, I smelled paint but I didn’t think anything of it as that’s not my area of expertise. I thought that maybe they painted it so it would look nice.

My pool guy came out a couple of weeks later because he wanted to check and make sure everything’s working fine. He had been waiting forever as well since he couldn’t properly clean it because the pump wasn’t working. He said the contractor cut off my temperature sensor when they installed the pump and did not put it back on. My pool guy left all of his information and said he is licensed and bonded. He also said that what the contractor did was against the law. He said it is an old part and showed me the paint where in certain sections, it was peeling. Whoever painted it didn’t even prime it before.

I don’t know if it was Unified or who they bought it from. But they should have been able to look at that part, if they’re professionals, and know this is not a new part. But they still put that part on. I’m sure they charged AHS for a new part but when you open the door to look at the buttons that you have to push to start operating things, it’s obvious that the buttons are old. So they just painted the outside with this cream color paint to try to make it look new.

AHS sent Unified back out to check it, which I didn’t understand. If I told them that something illegal, dishonest or unnoble has possibly happened with one company, why would they send that same company out? Who’s gonna tell the truth? They said that there was nothing wrong with the pump, but there’s an issue with my plumbing which was never said before so it’s suspicious. My pool guy has never said there’s an issue with my plumbing either. It’s always been the pump.

So now, AHS has another company that’s supposed to come out last week but we had a power outage because of the fires here in California, so I had to reschedule my appointment to Monday.

I really wish you guys would put a better lens on that. I’ve been a customer with American Home Shield off and on for many years and this has been a horrible experience. Every situation has not been negative, but I have had many negative situations with American Home Shield. This is not a first.

Some of the representatives that I’ve spoken with have tried to be helpful to the best of their ability. When I’ve tried to escalate this situation to management, a couple of the occasions, I had someone call me that didn’t speak very well English. It doesn’t matter to me what nationality it is. But we do have to have people working, when you’re dealing with customer service, that has effective communication. And so, I was talking and explaining to this supervisor. He acted like he didn’t care and understand what I was explaining to him. He just said that he was gonna send the company back out.

This was all in writing because it was a communication that’s in records when they text and email you.

Before my pump went out, I had a Hayward which is a common and reputable brand. So now, my argument with American Home Shield is, can I get a part that’s comparable to what I had and not an off-brand part? That should have been an immediate red flag. But the management that I spoke with, and every time I spoke with a representative and told them that, it just got brushed over in the conversation. And I said it countless times.

It’s unbecoming of corporation. When my monthly payment is due or when I call to have a service done, they immediately take my money from my account. So I shouldn’t have to wait this long to get the service that I’m requesting.

The contractor that came for my refrigerator in the garage was excellent. They got the parts and repaired it. But the last one, it took about 15 months. I had an issue with the seals. The first contractor that came out never called back even when AHS tried to get them out two or three times. They probably went out of business or just quit. Finally, in the last couple of months, AHS got me somebody from Midland. He was very nice, had the parts and everything within a week, and worked on the issue quickly.

The initial contractor who installed the new AC unit had to come back several times. He removed the thermostat that was on the wall without my authorization because he was sure that it was the thermostat that was causing the problem.

However, the technician from Nova came out, and he put the thermostat back on the wall. But when he came here, he had no idea why he was at my home. And he was disappointed about that, and his communication to me was not very good. So when the same issue started happening, because neither one of the technicians would review the diagram that was sent from the company that owns the thermostat, and both of them were telling me about their experience. This has started in February. It’s January and I'm still having issues.

He told me the last time that he was here that he would write up an order, because I said I never get anything and American Home Shield won't accept anything from the customer, the paying customer, in writing, so he wrote it up. But when he came back in and saw that I was on the phone with American Home Shield, he refused to give me the document. I can't get anything from American Home Shield, and I am so displeased with this service, so I'm canceling American Home Shield. I told them I never wanted to see Nova back in my home again because the technician’s tone was awful, and he slammed my door and he would not give me the report.

He was able to make it work. The thermostat company sent me the diagram of how it's supposed to be set up but he put it the way he knows. He wouldn't even explain to me. The wire is not installed the way the company says it should be installed, but I can't get an explanation, so I'm so frustrated right now.

AHS allowed the contractor who installed that heat pump to not come back because he refused to do any testing. But Nova, they came out, and they checked everything, and he tested it. He went through rooms in my home. And that's what I liked about them. However, that technician's tone was terrible, and he wouldn't let me ask any questions, nor would he answer them.

I can't say it's 100% that way. There was one instance where we had a leak coming from the master bedroom suite. We determined it was a shower, but it was early enough that it wasn't damaging the ceiling. Two different repair people through American Home Shield came out, the first group to fix the problem that had happened before that, which was the shower itself was leaking down the wall where the shower head was, and the guy had to basically go in, pull the piping out and remount it well. Unbeknownst to us, when he did that, he didn't get it tightened properly, so it was his repair that was causing the problem with the leak down the inside of the wall. And then to add insult to injury, it was the same group that was saying they were gonna have to cut up a two-foot square hole in the kitchen to fix it. I was hesitant to do that, especially given the amount of repair, so we ended up having to cancel the guy that was gonna do the whole cutting.

A different firm came out, again on the same thing. In this case, I actually had to argue and complain with American Home Shield because they were charging me for two different repair instances, even though the first one was the result of the second one, and I ended up having to pay an extra $100 to get the repair 'cause they would not budge on that. But the good news is that the second firm that came out realized that the first firm didn't do a good job, and all they had to do was fix that pipe. We never had to have all that other repair work done, which would have been a complete waste of time and a waste of money. But I can't totally blame American Home Shield for that. As far as they're concerned, they have no way of knowing if the second repair was tied to the first repair or not, and they certainly didn't want to believe me, so I paid the double fee.

At the end of the day, in a year's time, American Home Shield fixed a broken dishwasher where the panel went and that saved me about 400 bucks. We had the washing machine, the whole thing died and they gave me $1,000 credit to get the new washing machine, and they repaired it here. So, at this point, I've actually saved money by having them versus paying for repairs as they happen.

The wall oven went out in November, right before Thanksgiving. A technician came out and was able to put in a fuse and got it working. And then two days before Christmas, it died again. Technician did not come out because his expectation was it'd be the control panel. And a few days after that, he found out the control panel is not available.

American Home Shield offered to replace the oven. But the offer that they made for the replacement model was temporarily out of stock. It would be four weeks to four months before it would be available. They made a cash offer, but that wouldn't cover the price of replacing the oven, so I'm a very dissatisfied customer with them. The warranty should have a replacement available or pay the difference that they would pay for a different model to get it available and installed, but they're not responsive to that. It was going to cost me about $1,400.

Every time I've contacted AHS, they tell me to check my email. It’s been 21 days with a link to find the replacement but they said they'll issue another email. The email has a link to go and look to see if it's available. And it's up to me to go every day to look to see if the model is available. Whirlpool said it's usually four to six weeks, and it’s already been 4 weeks.

I'm a very unsatisfied customer who would like to have my oven replaced. I can’t cook.

The technician was very polite. He knew exactly what he was doing.

The people who made the house were here four times, and they were adjusting the system, but the house doesn't get all warm. They're still responsible for the error, but they said that I didn't do the 90-day warranty, so my 5-year warranty is no good with them. I know I had my home warranty, so I wasn't really concerned about that. He said he would have to make some kind of suggestion to them to see what they want to say and what they want to try to do about it.

Some of the AHS contractors are pretty good. I’ve had them here to do a few things around the house, and everything I’ve had them do, they’ve done. When they had to change the units in the house because they had lower units there, and I put three different units in here, I had to pay the difference for them to change it out. This recent work order is just the only one that they have not contacted me and said what they were going to do.

Overall, the service is pretty good. They do what they say they’re going to do. The customer service part is pretty good as well. They take your information, send it out to the contractor, and then you get a call saying they’re coming. The coverage is pretty good. For a $100 fee, they come out and fix whatever you have to fix. Only if you have to have something that's different will they give you a price.

I’ve submitted claims both by phone and online. The process was smooth, and since I’m familiar with how to navigate the system, I didn’t have any problems. As for the contractors, there’s only been one that I wouldn’t want to come again, but everyone else has been cordial and professional.

After repairs, performance has been better, and I haven’t had to call and complain. They keep charging my account, and I let them do it. I don’t give away money, so it’s working. I also use AHS for another property in another state.

Around Christmas Eve, I got home from work and my heat wasn't working. It was extremely cold, so I called AHS to see if they could make it an emergency order, and they did so. Customer service was good.

TC Homes got in touch with me and came out that night. They got there about 8 o’clock, assessed the problem, had it fixed in 20 minutes and were on their way.

I’ve used the website, and it’s also good.

When I canceled that appointment, the home warranty put me back in the queue for a different service provider, which pushed it out even further. They didn’t explain that to me. I couldn’t use my kitchen for a week during the holidays. When I called Home Shield, the customer service rep was rude, so I escalated it to a supervisor.

The supervisor contacted the new vendor, but the same thing happened. They accepted the request, but their office was closed. It wasn’t handled properly. After the service request was finally resolved, I canceled American Home Shield.

I only used the home warranty twice during the two years I had it, and that was my quandary. I paid for two years, and when I finally needed them, they dropped the ball. The first time was with my refrigerator. They were attentive and on point. Even though they had to come out four or five times, they got it done, and I was thoroughly impressed. The second time, not at all.

After I canceled American Home Shield, I switched to another warranty company. I think it was America Choice or something like that. American Home Shield was charging me $125 per service call, and the new company only charges $75 for the same service. If you pay in advance, you get a bigger discount.

With American Home Shield, I was paying about $62 a month, plus the service fee. With the new company, I’m paying $1,400 for three years, and the rate is locked in. When I went to cancel American Home Shield in January, my rate had gone from about $52 up to $62.

I called AHS to submit a claim and it was very easy. They told me that I will be getting a call or text from the vendor letting me know what time they will be out and who they were. High Priority Plumbing and Services came and checked out my toilet because it kept running. The tech changed a valve thing inside the toilet and he was very professional. He was in and out and did what he's supposed to do.

Everything is going good. I even asked him a question about a spot I had in my ceiling, and he told me that it was coming from a vent on the top of my house. He also gave me information about who I could call to get somebody to come out and check that for me. Overall, every time I use AHS, they come out and do what they're supposed to do.

In the past, it took forever. Usually, it takes a month for them to determine whether to replace a broken appliance. I have to keep being on them to get updates. I’d chat with somebody to see if it's been processed and had even threatened legal action before it got taken care of.

A couple of times, it’s better than it was before. It's been up and down, so in some cases, it hasn't been the best. Once, they had somebody come out, a Sears company from Virginia, who showed up and told American Home Shield that we weren't home when we were. I have a camera there, and they did not call out or knock. They did not even check.

Recently, my heater and air conditioner unit went out. The service was very good. We had a few complications, but the technician came back out and took care of it. Everything has been fine since.

The contact number for Northwest Electric is incorrect on their website, so that needs to be updated. But otherwise, American Home Shield is really good for the most part.

For the furance issue, the problem kept showing up randomly and the contractor came out every time. American Home Shield sent out the people every time and they were on it, which I really liked. Their price has also been reasonable for what I save.

Every contractor has been very good. But I’ve sent them a letter years ago that I’d really like to have Cool Blue every time, but that’s not always possible. They say people come up in a rotating list. In terms of repairs, I alert my tenants to watch the problem for 30 days. I keep a note of it. It’ll be repaired free of charge if it should break down within 30 days.

I also appreciate their lower price. The serviceperson gets $100, which I think is a little steep, but it used to be $69. But they reduced the monthly fee so it all financially comes out about the same.

The problem was the same as 2023- not spinning, wet clothes and it was covered but this time, it was concluded I misused the washer based on the problem. When we bought this house in 2017, the washer was already here and been using it since. It will not last that long if I misuse it or overload for a weekly 2 load-1 for whites and 1 for colors for one person when I seldom use large load for not even filling up half the load.

This is what I found online that the problem is result of normal wear and tear as mentioned here. “The Washer Drive Block is an OEM part for Whirlpool washing machines. This component is situated between the washer's transmission and the inner tub, playing a key role in transferring the rotational motion from the motor to the tub. Causes for replacement often stem from normal wear and tear, which can lead to the drive block becoming worn or damaged.”

My next interaction with AHS was for a repair or replacement of a cracked toilet bowl. I was first told it was not covered because it was not leaking. Then I was told that it was abnormal use and abused. The toilet was 13 years old. How does one "abuse" a toilet? My final thoughts... be prepared to fight for claims you feel are unjustly denied. It may takes weeks or months for you to get a claim processed.

The technician claimed this was all required by Code but we checked with the county and got a written reply that none of the parts listed had to me replaced due to Code unless they were damaged (which they were not). The technician refused to install without the parts, insisting they were required by Code even though the county said otherwise. We asked for a different technician or a second opinion. AHS refused to allow us to change service providers or get a second opinion even though we offered to pay a second Service Fee of $100. All they would allow was a cash payment which was less than we could hire a plumber for.

In essence AHS and this technician were falsely claiming additional costs were required, and then holding our insurance claim hostage, trying to force us to allow and pay for replacement of parts that have nothing wrong with them. AHS does have good coverage on paper, but they are allowing their contractors to force their customers to pay for unnecessary upgrades they falsely claim are required by Code. If you get an AHS contract and open a Service Request, when the estimate arrives be prepared for unjustified non covered charges, which if you refuse to pay, your service will not be completed.

When the contractor came out, they told us that our furnace was broken. The tech said that when the furnaces get so old, they'll just keep running and running and running even though it's not actually doing its job. So he put in a new furnace for us. Everything was fine. The communication between all parties was good. Also, American Home Shield has a very easy website to navigate and app to use. It's user-friendly.

Second call was when my waterline broke under the house. Again, still no plumbers available. Again I had to ASK for my $100 deductible be returned. (They never offer the return, you must ask) My third request was when our range failed. They had a service tech from Sears about a week later. Ended up replacing with new. Total time 2 weeks. But, at least I got my warranty handled.

My last request is when my furnace stopped working. (Keep in mind, I'm now 5 years as a customer of AHS. No available service techs and again asked that I find someone. So, I decided to try. No one except Sears would deal with AHS. I asked why and they ALL said the same thing. It takes months and months to get paid from AHS. Why tell someone we cover your area if you don't. And they DO NOT go out of their way to help. I'm cancelling my association with these people and I strongly suggest you put that $90 a month in a savings account and pay the contractor yourself. There's no assurances from AHS.

I put in a request for someone to come back out. I had talked to someone who took the information. I even sent pictures to show what it looked like once it dried and why it was not acceptable. AHS supposedly opened up a ticket to get the guys to come back out, but there was no follow-up and no one has come out from the vendor to repair.

The claim process with AHS is okay. I'm paying for the Gold, so it's not the lowest level. I don't know if, in the end, it's worth it. I'm due for renewal, so I'm contemplating whether or not to renew. On that call, my shower on the second floor was leaking, and that was what caused me to have the plumber come out through American Home Shield. I paid the 125 for the plumber to come out. He charged me an additional 125 to cut a hole in the ceiling. He sealed the shower upstairs, and that seemed to take care of the leak. Then, I ended up with a half-baked drywall solution. So, I'm not very happy to be out of 250 and the job not really being done, and then to keep going back and hassling either the vendor or American Home Shield. I'm busy at work, so that's why I haven't had a chance to call back to try to get it addressed.

I like the convenience of saving money with American Home Shield. They save a lot of money over a period of time. If an appliance goes, they'll fix it and there's no question about it. I had Cinch Home Services before and they got pretty bad contractors come in and work on stuff. But with American Home Shield, they seem to stay with a good clientele of contractors as far as the AC goes. American Home Shield is a pretty good company. My main concern with Cinch was what they were not going to pay. But since we used American Home Shield, they've been very good and that's not a worry in my mind. They cover pretty much everything. It was pleasant working with them. They help protect your home. We pay them monthly to have the service, and then it's a $125 service fee if we have a call. But when it comes down to a large appliance, it's worth every nickel that you invest in.

It's been three weeks now and we don't know that the claim was written up from them. We paid $100 for the deductible, the contractor came out and they wrote it up and said it was just damaged, like it was our fault. We just bought the home a year ago and it has always done that, but we didn't figure on making a claim. It didn't bother us until recently. We started filling up the fridge more, and then it is more of a nuisance now. We don't know why it was categorized the way that it was. They just said they wouldn't fix it because it was our fault. But when we made previous claims on other items in the home, it was fixed without challenge, and it's the same thing.

We inquired about getting a second opinion and American Home Shield said, "Hey, no problem. You could get another vendor to come out and they can re-evaluate it, but you're gonna have to pay us $100 for another claim. Or another $100 and if they say, 'Hey, no, it's your guys' fault,' then you still have to pay the $100. But if we send somebody out and they say it's normal wear and tear and it's your fault, then you have to pay the $100, still have to pay the $100. And then, if it isn't your fault and we'll subtract that $100." We didn't want to do that. So, at the end of the day, we said, "You know what? Okay, fine."

The vendor said it was going to cost $100 to fix out of pocket. We said, "Okay. 100 bucks. No problem. Go ahead and do it." But then we didn't hear from the vendor. I called American Home Shield and said, "Hey, what's going on? Are they gonna call me back?" They asked me what was the problem. So I told them, "Well, he said it was $100." They said, "Okay."

The vendor got on the phone with American Home Shield and I was on hold. American Home Shield got back to me and said, "Well, the labor would be just $100, but then the parts would be more and they would give you an estimate and they'll send you an email." I said, "Okay, great." But they never did. That was when I followed up with the vendor and sent them the pictures. They obviously forgot about the claim. I had to resend pictures, and then never heard from them.

This is our third claim in two years with American Home Shield. We renewed our policy because we were happy. But since we've renewed our policy, I would not refer them to anybody. It almost feels like we've made too many claims and now they're Mickey Mousing us on something that is broken and it's clearly covered in the contract. Also, I'd like to improve the quality of contract agencies that go to your home in terms of customer service and response.

I felt like I was pushed into letting him replace the parts on the inside and letting him go. I didn't feel secure that the appliance was gonna continue to work properly, which I still am on the hats about because when he was running it, it still sounded funny. I didn't prefer Aurora Appliance as a company at all, and I wish we could pick our own companies. I rather know somebody who's gonna do the job correctly than have somebody just come and do it.

I asked for a copy of the report, and they said they couldn't give it to me online. They could mail it through the US Mail. They said, "It'll take 5 to 14 business days to get it to you.” I told them that was ridiculous. They get the information a lot quicker from their people. I asked them, "Can't you just email me the report from the company that came out and checked my unit?” They said, “No, it's against California state laws,” which I find very hard to believe.

I called early, and it said, “Call back at 8:00. They're open at 8:00.” So I literally called at 8:00. At that point, they said, “Well, we don't have you in our system yet. Because our system has to run some software to get all the assignments from American Home Shield. And that takes an hour or two.” They said they'd call me back. I waited two hours and they hadn't called back. So I called back again, spoke to someone else, and that person said, “Yeah, here we are.” Then he got me assigned.

It was 10:00 in the morning, so all their trucks are out. It took another couple days to get them to come out here. There was a snow storm. I don't know how they were scheduling with a snowstorm due to come the next day, and it did hit. But I called Thursday morning, hoping we could get them out here on a Thursday morning. They actually came out on the next Tuesday. So we were without an oven for five days. So that's the negative.

The positive was when they got here, they had the part and they fixed it. They were very pleasant to deal with. The gentleman that came out was excellent and very fast. I've dealt with other vendors from Home Shield that didn't speak English, and this person does speak English. He's actually been out here twice. He also fixed our dryer and did a good job. Overall, I’d give him good ratings. But it'd just be nice if I could have gotten out here sooner.

Alvarez Plumbing took care of nothing. I had a recirculating pump on my water heater that went out. They were pegged by American Home Shield to come and fix it. They came and said we needed a new one. They went about their business, wrote their report. The report came back that I would have to pay $526 for some modifications to make this thing fit, to put a new one in. And I said, "You gotta be kidding me." You take one out and put the other one in. There's nothing to it. And we went round and round. They're unethical. They lie about what they need to do. I'm an engineer. I know stuff.

I couldn't get anything taken care of through American Home Shield. So, I canceled both of my policies. I've been a customer in one property for 15 years. And the other one, three years now. I was pissed. They always try to figure out how to minimize their expense. I understand that. But Alvarez is unethical. They lied about what had to be done. I bought a new pump on Amazon for $132 and paid the local plumber $100 to install it. That's not 526 bucks. I canceled my policies and fixed it myself. I'll repair that stuff myself from now on. It's not worth the hassle.

AHS doesn't give me anything and they believe these second-rate subcontractors with what they have to say. Alvarez is trying to feather their own bed. They're trying to make money. That $526 goes directly to Alvarez. And American Home Shield supplies them with a pump to put in, and they charge me $526 out of pocket, plus the $100 deductible I had. I made a complaint about Alvarez. Nobody has called and tried to get me back as a customer. They won't replace an air conditioner. In my Roseville house, I had a problem with my air conditioner. They offered me $600 to replace it. I said, "Forget it." All they wanted to do is repair one part and it's a 25-year-old unit. I dropped them and I put in a new heat pump myself. $16,000 I paid out of pocket. I wouldn't go back. I paid AHS $120 a month for that policy for 15 years.

AHS finally called me and sent another appliance guy from whoever they use and the guy fixed it in two seconds. I haven't had a problem since but the whole disaster before it was very uncalled for, and I let them know that. They offered me back the service fee that I had to pay but when you're taking off five days of work, not for nothing, that doesn't cover my days of missing work. The claim was fine and AHS sent somebody right away but who they have working for them is a whole other situation. I've been in business for 30 years because I don't treat my clients like that. I’m annoyed with how AHS handled the situation.

The technicians who don’t work for AHS say that the ones that they use have a bad reputation, specifically for plumbing and heating. I have rentals and every time, it’s a water heater issue with the vendors. AHS is quick to send the vendors but the problem is who they send. I've had them for over 20 years for several different houses and they used to let you pick the vendor that you wanted. They had a list of five people that you could pick and I like that because you could use the same people all the time. In this day and age, you don't want different strangers coming to your house all the time. All my problems have been with the technicians. American Home Shield is good.

I’ve been with American Home Shield for over a year and I had a bad experience on my second claim. My sump pump went out and water was being held in the basement and it was causing bugs. I'm a single mom with kids who are grown, so I didn't know how the process worked. The technician came out and then left. He said I had to pump it out. So, I asked how I was going to pump it out if the sump pump that pumps this water out is broken. I called AHS back and I was told I had to get the water out before they could schedule an appointment. So, I wound up having to buy a portable sump pump to get the water out. When I called back, AHS told me that I had waited too long. I said I asked them when I called back if the claim would still be good. I had to figure out how to get it out because I didn't know. The rep from AHS said it had passed the 30 days and they wouldn't pay the claim anymore. So, that’s still not fixed.

I guess they don't care. I kept telling them, “You all need to send somebody because that water is coming from the bathroom. I don't know what kind of water is it, and I'm breathing that water because I sleep in that bedroom.” Finally, after 10 days, they sent somebody to fix the leakage. The contractor was cool. I'm not happy with American Home Shield though. I've been with them for eight years. They've been taking money out of my account every month for eight years. I never called them to fix anything and then I had this leakage, so I called them, and it took them a while to respond to this leakage. American Home Shield is not a good company. I found that out when I needed them. I didn't know that they're that bad until I tried them when I was down.

So I contacted AHS customer service again to see what other option I had. I was then given the option of a payout to have the repairs done on my own but based off their estimate. When they sent the email payout offer email it was $530!! That didn't even cover the local company parts and labor of $1236 + $390 for the freon. When I asked AHS how did they get this offer amount, I was told this was what their contractor would charge AHS for the parts and labor. I was disappointed again at this because AHS allows their contractors to bill me $1600 the customer and they only pay $530, I asked for a estimate break down and they declined. I have done my part for 6 years by paying the monthly rate on time. AHS did not do their part! Which is to take care of me the customer with quality professional service.

They have had since November to schedule the repair and have done nothing except deny the technicians recommendations requiring us to wait for assignment and start with another technician. We also have roof leak denied by AHS. The technicians clearly stated on the order the repairs needed to but AMS claimed with no evidence that the leak was due to skylights. The technician made it very clear the leaks had nothing to do with skylights so this will be resolved through other means.

The contractor came out because my unit that is at the center of the house wouldn't ignite. They replaced several parts. But it only worked for a day. The guy would have to call American Home Shield back again, come back, and go back upstairs into that heater unit. They changed parts in it. The tech SAIDthe burner wouldn’t ignite. When you first turn it on, it would just run. You could hear the fan going, but it would never ignite the pilot. The pilot would never ignite the gas so the heater could turn on. He changed a couple of parts. two days later, I had to call them back. The tech came back out, went back in there, and said he changed out a couple more parts. He thought he had it all done after the third try.

He had to come back out the fourth try. The thermostat that I have is from Pivot Home Protection. That thermostat, the guy told me. was bad. He installed one for me, but I had to end up calling Vivint to send me out a thermostat like the ones on the other unit, that was installed with that system. They sent it out to me. I just haven't got it installed because the other one is working, but I would get it installed shortly once this weather changes, because they gotta take that thermostat off the wall, and put the new one from Vivint in.

AHS just increased my monthly payment this year from $98 to 112 bucks. But I've worked with them from 2006 to about 2016, and I got upset with them because it took them a while to get an air conditioning contractor out here. I switched out and went to another one. When I did that, the guys that came out here that worked on my unit told me, “Man, you was with the best company. We come out here and service all of them. You're going to get better quality from American Home Shield.”

I said, “I've been with them a long time.” I had two homes. My rental property and my existing property, and I never had any issues with them getting out there to fix it. It just didn't work on the weekend. They need to have some contractors that could get some stuff done on a Saturday or Sunday, because you never know if this 100 degrees here in Mississippi, and a unit went out on a Saturday, “You ain't nobody to stay in the master bedroom. You gotta stay in the center part of the house because that unit is working.”

The first time I used AHS was for an electrical part and they had a hard time finding a vendor that they could utilize in my area. I live about 50 miles out of Pittsburgh so, I'm in a rural area. Other family members who also have the same company have the same issues. But AHS appeared to be a good company. They did what they said they were going to do and sent a worker out very quickly. I didn't bother them with the workers not being able to come because it was not something that they could control. So, I had no problems with AHS.

The customer service was great. The girl couldn't have done any better. I've had AHS a few years and it's probably higher now than it was when I took it out. The monthly fee is not too high. If I was the saving kind of person, if I could put that away and save it for myself for when something breaks, that would be one thing, but I can't. So, it works well for me. The service fee though is high. I have a furnace company that comes in and does my furnace, and American Home Shield does too. But I have used this furnace company for many years so I'm not going to change. Their home visit fee is not $125. So, if I was using Home Shield, I would be paying more for the same service. But in the city, the cost is higher.

There are three of us in my family who have AHS. We took it out at different times of our life and depending on how long you've had the service is how much you pay for your deposit or your deductible. My niece who's had it for a good while only pays $70 to have somebody come. And because I've only had mine for probably four years, I paid 129 to have somebody come. I understand that AHS has to have their guidelines and things go up. People who’ve had it a long time have put a lot of money into it that they haven't gotten back. It's just good business what they do. As a consumer, I can whine and complain. But if I was the business owner, it is not a bad thing.

Also, on the diverter valve, the technician who came out was going to look into getting the part to fix it. They took my deductible and they never got back to me. They never did anything. And then I got another issue with another claim with American Home Shield. It was some freaking nightmare. It's crazy. It's like AHS doesn't want to pay.

We had an AC problem. They had someone out here a couple times. The first time, it wasn't working correctly. My zones weren't working. So, they replaced the zone damper. That was about two and a half years ago. Then it stopped working again and they said, “Oh, no. It's not the dampers.” They said it was the control board, so they replaced it. But when they replaced the control board, my zones did stop working again. So, the tech came back out again. Now, it started blowing warm, and not really cold. They told me, “You need an evaporator. We’ll replace the evaporator on the roof, but they're not going to cover everything.” They were going to charge me $2,800. The guy said, “I'll do it for 1,700.” So, I agreed to them to go ahead and put the unit on the roof. I told them, “And I'll pay you, but my system's got to be working. And you guys have been out here three times now.” I’ve paid three deductibles, and it's ridiculous.

The AC is still not working. I argued with them when they came out and said, “Oh, you need three zone dampers.” I said, “Well, those are covered.” They said, “No, they're not.” I said, “Come on, guys. You guys were just out here doing it.” This contractor tries to find ways to make the clients pay. I told them, “Look, I don't have a problem paying you $1,700. But I'm not paying it because I don't trust you guys. Once my system works the way it was working, I'll pay it, no problem.” They said, “Oh, we're not coming out. I'm gonna put a lien on your house.” I said, “You go ahead. I'm gonna sue you guys for coming out and working on my house, not finishing it.” Then they said, “No, I'm not coming out for the dampers then until you pay us.” I went, “What if I pay you for this? They come out for the dampers and it still doesn't work. Then what do I do? Then I'm screwed.” Once they got the money, they’re done.

American Home Shield did a couple other projects with no problems. I had a microwave and my cooktop fixed. I think American Home Shield doesn't pay enough money to contractors, and that's where they try to get money out of it. American Home Shield dropped the ball on my plumbing issue. Whenever there’s an issue, they’re horrible. Plus the $150 for repair is kind of high. They don't cover everything, too. If you got a high-end faucet, forget about getting that recovered because they're going to give you some piece of junk faucet. If I got a $350 faucet on my sink, they're going to give me a $50 faucet and say, "That's it. That's all they do."

I'm waiting on a heat pump repair, but this is the third time in a row I've had people come out look at my heat pump and it's cold and has been going through a series of hard-to-track-down things. I'm getting a bit frustrated with their abilities to deal with my heat pump. But that could just be because of the vagaries of my system.

It goes off for four days and comes back on for a day like today, and shuts down for another four days. Nobody has been able to figure out what has been happening since it's an intermittent problem. It's either something with my HVAC system thermostat or the interfaces between them. I've sent in four separate requests through AHS and none of them have been dissatisfactory. Contractors came, checked it out, and said, "Yeah, that works," but it doesn't work again. I'm getting frustrated with their abilities of sending out the right folk to detect the right problems or look thoroughly to find a problem. Other than that, AHS has been good and responsive. At least they get it written down and they send somebody out.

The previous claim was for my dryer. The guy came out. He was good and professional. But the company that I had to deal with for the parts were very unprofessional. They didn't keep me in the loop with anything. I had to call them every day to get updated on when the parts were coming. They kept saying, “We have to wait for this part. We can't do this part just by itself.” I said, “I get it, but whatever.” That went on for a month before we got officially fixed. The last time I had conversation with her, it was so bad. She hung up on me. Rude. I said, “I get your business, and you want to do both of them at the same time. But the thing that we were waiting for was something that was not important.”

The guy who came out to do our dryer broke the plate. It's just a cosmetic thing. Since they broke it, he had to replace it. But they said that was what we were waiting for. I told you AHS at one point, “Whatever you do, I do not want to see them ever again. But the guy who was there who did our dryer, he could come back anytime. It wasn’t on him. It was on the company that he ordered the parts from."

Recently, my water heater leaked. The first part was we had to shut it off, which we already did prior, but because we have two water heaters, we just had to bypass the old one to the other one temporarily until we had to get a new one. The contractor was very professional. They were very prompt and answered our questions. They knew what they talked about.

So, I signed up with American Home Shield because my daughter has them and she really likes them. And I like knowing that I have a set fee to pay to get a repair done. So, I like American Home Shield, and I thought it was a good value for the money.

The only thing is that, at times, they could have been a little more timely in their response. I had some electrical repairs done prior to this heating issue, and that took a lot longer than I expected to be completed. It took several weeks, but I was told that there was only one electrical company working claims in this area, and I thought they should have had more than that.

I've been a customer of American Home Shield for a lot of years and they've replaced both of my heating units and washing machine. They've done a considerable amount of work for me over the years. American Home Shield does what they say they're gonna do. It's a good investment. It eliminates me having to track down a plumber or electrician or whatever person that I need to fix something in the house. They do the legwork.

I submitted another claim, but they had installed a different breaker to make sure that the panel could handle the load. I realized, “I didn't realize that I had an extra breaker.” They had told me that before. I forgot because I didn't run into any issues before. The breaker tripped once, and I didn't realize I didn't reset the right breaker. They came over, and it only took two minutes to explain to me, “You're good. Just gotta reset this breaker.” It has been good ever since. When a lot of people run into issues that AHS takes care for me, I've recommended them.

Also, the plumbing company put down half-inch plywood on the floor instead of a three-quarter-inch and it was not safe to walk on. I had to find a private contractor to put my house back together. He repaired the floor, put new boards in, put in new drywall in the walls, and painted it so it matched really good. Neither one of the companies from AHS was dependable and I was not happy with them. AHS gave me the compensation, though, which I was happy with. Someone came out for the damages that one company did and he told AHS about what he thought needed to be fixed and that was what they went by.

I told her there are tons of reviews online with the same complaints for Sears that they scheduled you and then the day they are supposed to come, they canceled. RAVEN still said, no. I would like to suggest to American Homeshield that they should send RAVEN for training on how she can actually help people instead of making them beg to do the right think. Again, RAVEN thanks for your compassion to do the right thing and let us have another repair company come which YOU DID NOT DO!!!!

I was not impressed with the tech. All he did was just open the panel and took his ohmmeter and checked the breaker. Anybody could have done that. To my understanding, there’s more sophisticated tests they could do, so I was not impressed. He just basically opened the panels and checked to see if the breakers were working or if the power was at the breaker. I knew the power's at the breaker because my devices were working. That wasn't the issue. It was whether or not there were fried wires that were overheated or I had other issues. He didn't do anything special.

I had a really good experience on the first thing that they repaired, which was the heater. That was very good. This one was very bad.

I had good and bad experience. I think the thing that's very disturbing is how difficult it is to cancel the service. I tried to cancel it. They kept transferring me from one department to another. They were upgrading to Retention. I kept getting moved from one retention person to another. They finally gave me a few months free service. That was good, but it was very difficult. There's no cancellation number. It was very difficult to cancel.

My monthly fee is $150 now. It's expensive. They also have limited contractors and they don't follow through. But the process of reporting a problem and their response time to get back to you is good. When you make your initial complaint, American Home Shield gets back to you fairly promptly. I'm even thinking about whether to continue it or not, but I've got to ponder it. But they did supply me with a new washing machine, and I got a new stove several years ago. I don't know if they do that anymore. I may be grandfathered in.

I had called people out before, and had it repaired. The guy wasn't very good. They wait until your machine dies. They'll just keep on having it repaired. I'm assuming this time the repairs were probably more than the machine was worth so it probably wasn't worth their while repairing it. When you call their lines, you just have to keep repeating customer representative, and eventually, you'll get one. But that's any company does that. I had some problems once trying to find what other plans they had in their site.

When the washing machine was leaking I called American Home Shield and reported it. It was relatively easy to do it. The technician from Appliance Repair came out, looked at it, said it needed about three parts. This was before Thanksgiving. After a week, it hadn't arrived, so I texted their rep and she told me to contact American Home Shield. I didn't know that they had apparently sent an email about the same thing, saying that they'd recommended replacing the machine. Eventually I got a new washing machine.

They sent me pictures of washing machines. If I did not like any of them, I could get a voucher and go to Lowe's or I could get a pay-out. They would give me a check and I could go and do what I wanted with it. But I liked the one they offered.

The contractors came out. They were very respectful and did the job. They said they had to order parts, which they did, and the parts were installed. But the parts came apart in my toilet, so I called them back. Now I’m waiting for someone to come out again because it came apart a second time.

Along with the plumbing issue, there’s a problem under my sink. It was originally fixed, but now there’s water under the sink again. I’ve informed them, and I’m waiting. I called yesterday, but the weather was bad, so no one came. I’m waiting for someone to return my calls.

H & K came out regarding my concern and said they needed to order a part. The part was installed, but I had to call them back because my ice maker still wasn’t working properly. The technician came back out, and I showed him the issue. The waffles in my freezer aren’t frozen, but the water bottle is. And the ice looks glossy but it’s not fully frozen either.

He looked at it and said the fan didn’t seem to be running properly. He asked me to submit a request to American Home Shield. I haven’t heard back yet, so I called American Home Shield yesterday to go through that process.

I called a few days ago, and they said they didn’t see where he submitted a report, only that he was there. So it looks like he submitted it to get paid, but my situation still isn’t resolved. Yesterday, I called again and the woman scheduled another service.

My biggest problem right now is that the work that needs to be done isn’t being handled effectively. I’m not happy with American Home Shield. I’m not even sure how much longer I’ll stay with them. They were better in the past. I had them before, and left to try other companies, but wasn’t satisfied, and then came back. But right now, I’m not happy with American Home Shield at all.

I got a new garage door opener, and didn't change any of those parts for the door. The other company said, "No, you don't need springs. The rollers are old, but they'll work." The second they claimed their manager came out, the manager never did. I told AHS and they said they would give me a second opinion. But then they said they only have one company in all of the DC area that works on garage door openers. They denied giving the second opinion.

I've been waiting for a month for a supervisor to call. They called me 11:00 at night and someone will call me the next day, 10:30 at night. I told them, "Don't call me past 4:30 because you can't resolve anything with any of the vendors because they're not in the office after 4:30." But they won't call me at a decent hour and I still haven't heard from the supervisor. I told the escalation person, "I needed your supervisor. Why are you calling me?" It's ridiculous.

AHS can't provide their corporate office phone number and you can't get in touch with their corporate office, who really doesn't care if they could do quick service or not. They want to delay everything. You also only get people in the Philippines unless you're a Realtor. The Realtors have a special line and they only get people in the United States. They have someone they can contact if there's an issue, and they have a whole different customer service and a different phone number because they want the Realtors to give them business. AHS takes care of them and they don't take care of anyone else, but they charge much more than they charge the Realtors for the plan. Overall, it's not been a good service, and it's a common experience from what I can tell.

This house was built back in the early ‘70s, and this issue wouldn't be the first one. There was another section of pipe, so where this one connects is a little bit of a different spot. The other section of pipe was completely rusted and rotted out and it is a different issue. We had to have it dug up and replaced. Eventually, it drains into this pipe over by the sink versus our main pipe. We don't know what to do with it because it goes into our washer and everything else. Our washer runs into it and it backfills, and it's really messed up. I don't know what they did when they put it together back then, so, we thought it was gonna be something that was covered, but AHS was like, “There's nothing we can do with that.”

The plumber ran through the washer and it seemed like it was okay. But with the first load of laundry we did right after that, it ran all over the place again. He didn't solve it. Minus our initial fee, AHS paid for the guy to come out and do what they did. But beyond that, they weren't gonna support anything further.

We've decided that we're gonna move the whole drain over by the main. It's gonna end up being all on our cost, but we're gonna tear out that section and put in a clean-out. We have to use the washer and we don't have a choice. We've got a bucket and a makeshift system set up so we can continue to use the washer, but in the meantime, that whole section’s rotten out. There's really nothing we can do about it. It's destroyed the sink and everything else at this point.

This was the first time that we've had an issue where we had to use AHS for something major. There was one other claim that I made where we're paying for it. It's supposed to be a discounted filter for our AC, and I found out I could get them cheaper somewhere else, so I didn't even use them. I've been paying for the AHS service for a while now, but I'm not exactly sure what I'm paying for. One of the things we got it for was concerns about the plumbing. Where we live, they used to use clay pipes from the house to the street, and that was all our requirement to fix. We had a problem with that, and our previous carrier for the extended insurance went out of business. Otherwise, we would've just stayed with them. We did a bunch of stuff, and they covered part of that.

It seemed like AHS was marketed through our water company to help us with our plumbing and that's why we got it. We then find out that's not what they cover, and that's our major issue. They might repair some of the issues with the roof, but so far, our experience is not the best. For the time being, I'm gonna stay with them, mostly because I'm more worried about if something else happens. But at the same time, I may have to look for something else.

He went up into the attic and came back about five minutes later saying he was done. I told him that felt like a rip‑off. I asked why he didn’t just do it while he was already up there. In the end, he didn’t charge me for it.

My most recent claim was for the refrigerator. The technician did the work he was sent out to do, and he was really good at his job. We told him the refrigerator was leaking a little water, and he cleaned it. The refrigerator sits in the wall, and he handled everything.

When he was finished, he showed me a picture of the back and pointed out that the filter was dirty. He said it needed to be cleaned and that it would cost $100. I asked why he didn’t do it while the refrigerator was already out. He said that was all American Home Shield paid him to do.

I’ve had other technicians who were really good. Someone worked on my oven, a woman, and she was excellent. But a couple of technicians try to pull a fast one, so you have to keep an eye on them. I wouldn’t let someone come out and work on things if it were just my wife. I’m a businessman, so I pay attention to what’s going on.

Our son used American Home Shield and was satisfied, which is why I chose them. When I call, they usually follow up within a day or two. I would recommend them. Overall, they’ve been good. I’m just a little cautious about who they send out.

I had a recent claim about a plumbing issue. Submitting a claim through the app is better as it seems quicker, and it didn’t take long for them to respond and send a technician. The techs who came were very accurate. They fixed the problem real quick and replaced everything that needed to be replaced. They did a good job.

I have had American Home Shield for a long time and I’m happy with them. They have good customer service. I will stay with them for as long as I can.

But I do have a complaint. I had an experience with them where they just repeatedly fixed my fridge using multiple contractors and they kept refusing to replace it. That's a part of the contract I feel they need to honor with their client.

Also, when I called to cancel my contract with them, the lady who gave me a cancellation letter mistakenly put a wrong date on there. I called them back asking to change the letter and they did not do that. It doesn't really make a big difference, but that is part of the customer service. They are still obligated to provide me with accurate information, which they failed to do.

So there are positive and negative aspects. An experience like this can make or break a company. The upper management of the company should be informed of this.

The contractors who they've hired have been able to address the issues that we've had, so they’ve been fine. It just doesn't come without issues like the limited availability of contractors for certain types of trade. If they can't get to it for a week and a half, I don't wanna pay for American Home Shield and then have to pay out of pocket for a contractor to come over 'cause the thing I pay for can't address it quick enough. It's an older house and the reason I have them is because I expect to have to use them a little bit more often than if it was a new build or a newer home. Everything that I've ever put an order in for has been addressed and I haven’t had anybody come back for anything, which is good.

The only thing is that the support line is outsourced to other countries and it's literally impossible to get any help from them. There's a language barrier and it’s challenging when you're trying to explain what's going on with a very specific issue with your home and they don't understand what you're saying half the time. But it's fine. It's all good. I work for a big corporation, and my customers tell me the same thing, so I can't fault them too hard for that. However, when it is to deal with your home and how it functions, it can be especially frustrating. But ultimately, it works out.

First time they came out, the fellow looked at it. He goes, “Oh, here's the problem. There's nothing wrong.” He goes, “This coil has a little bit of rust on it. I see that all the time. I'm gonna sand it, file it with this file, and you'll be good.” Well, that was on a Monday. On Wednesday, I had no heat again, so I called them. And they said, “Okay. Well, to get somebody, you have to call American Home Shield.” I Called American Home Shield, and they sent them out again so they came out the next Monday. When they came out on Monday, they said, “Oh, it's the circuit board.”

They ordered the part for the circuit board, then they came back two days later, put the circuit board on. All this time, no heat. And it was cold here. The first call was in was around Halloween.

So, anyway, they came out to put a new circuit board, and they said that's gonna take care of it. It works for a couple days, and there's no heat again, so I called them and said, “Hey, you guys were here Monday. Today's Thursday. There's no heat again.” “Well, we'll be out there on Monday.”

So Monday, the guy comes out and he goes, “Oh, the damper on this is in the wrong position.” It's like, “Look. You guys are the ones that worked on it.” He goes, “Well, what's happening is it's getting hot. And the safety reason is shutting off the gas line so that your heater turns off.” I said, “So for five days, I don't have any heat because the heater thing that you put in there is getting too hot.”

He goes, “It was just a knob turned the other way, o we're dealing with that.” And they came back again. I said, “This is insane.” So they came back the next time, and the guy said, “I don't know what else to do.” And the owner of the company was on the phone and had him take pictures and stuff, and they couldn't fix it. And they said it's just worn out, so they replaced it.

I'm still working on my last claim with the dishwasher and it's taking a great deal of time. Someone came in and said they fixed it. Then a tech came in and said it’s fixed. It didn't work at all. It was shutting off early. They came back and we convinced them they needed to replace the control board. They did that, but for some reason, as soon as they left, the dishwasher still didn't work, because for whatever reason, the pump went out. They ordered the pump and came back to replace that. They had some problem accessing the pump, so, they left again. They ordered some additional parts because they weren't able to get the unit out, and they're scheduled to come back on Monday. This has taken a long, long time. Overall, AHS obviously saves us money, but the way things are set up, there's so many things going on.

So, what happened was we made the claim through AHS for our furnace, and they were all prompt. And then they let us know that Freedom Air had been assigned. So, I called them, we scheduled the appointment, and the technician came on time. He was as nice as he could be once he arrived. He told us what the problem was and that he didn’t have the parts, so he needed to order them. And we told him that there would be no problem. And then, three and a half or four weeks later, we’ve never heard from him.

And that’s where all customer service went to hell in a handbasket, too. Because it was some kind of a little switch. And we called in multiple times, speaking with AHS, and every time, they would tell me to give the technician another week or give him three more days. Meanwhile, we’re freezing. And that was ridiculous on AHS's part. And the technician would not respond to us. We called him 42 times, and we still never heard back from him, ever. 

So, our furnace never got fixed by him, and his diagnosis was wrong anyway. He said it was some kind of a switch. But my husband was able to get down there, and it was a huge wasp nest. And so, he was able to just pull that out, and then the furnace worked wonderfully.

But American Home Shield was just horrible. They were great starting off, but they were just passing us along. And then, at one point, my husband called AHS, and somebody said that the technician from Freedom Air was so frustrated that he had called us so many times, and we were ignoring his calls. And it was just boldfaced lies. And my husband told them that we are freezing in our home, so why wouldn’t we respond? So, it was the worst customer service we’ve ever experienced in our lives.

And we had our upstairs unit replaced on October 23, and nothing ever goes easy. We’ve just not really ever been that impressed.

And we went with American Home Shield because, way back, they had the highest rating. They were supposed to be the number one, but it never panned out to be that way. And we’re the customers, so we are who matters, not them. And it’s ridiculous that we have to go with whoever American Home Shield says in the first place when we have relationships with heating and air guys right here in our hometown.

We live in a small town with close relationships and great businesses. But we’re not permitted to do that. So, then they gave us these people who are crap. And it’s absurd that we’ve never received an apology or a thank-you. We’ve never seen nor heard anything from American Home Shield, and that's rudeness and unprofessionalism.

And we’re looking to drop them because we’re not really pleased. Because when it’s winter and somebody’s freezing and we’re paying them 80-something bucks a month, they gotta do better.

I’ve been telling them for a year that this unit is a lemon. They’ve replaced so many parts on it already, and right now, I’m still waiting on a defrost board. I haven’t even heard from them as to when they’re coming back. I haven't been impressed with any of the people they’ve sent out to repair the heat or air. Most technicians don’t say much, and I’m not sure they’ve even been doing this for a long time.

At one point, they finally sent out Beaches Air. That technician seemed to know what he was doing and seemed pretty knowledgeable, but they wouldn’t send him back to actually repair it. I can’t really speak to their services beyond that since they only came once, but I thought they were coming back. Instead, American Home Shield just sent Circa back again to make the original person who installed it improperly accountable for their work.

I’m determined to get them to fix this. I’ve taken it to every escalation department and I’m not giving up. I am definitely not a satisfied customer.

I’m a Realtor, and we’ve worked with them since around 1990. In fact, our company led the Greenville market in warranty placements for years, and we were actually number one in South Carolina. We believe providing peace of mind to a new buyer is essential when selling a house, and we emphasize in our agent training that failing to provide a warranty can really hurt your business. It’s been a great marketing tool for us. We tell clients their house is covered by one of the best warranties in the world, both during the listing and after the purchase. I truly believe in having a warranty on any house you own to cover those unforeseen issues a home inspection might miss.

We’ve had several claims over the years, primarily for heating and air, and they’ve always fixed things or given us the chance to get a second opinion. We've had a funny experience with our air conditioner that went out. The first technician said he couldn't fix it because it was too old and covered in mold. American Home Shield told me the unit was from 1970, and I had to chuckle because that stupid technician was looking at an old unit that hadn't worked in 20 years. He didn't even see the functioning one that had been replaced years ago. It really comes down to the quality of the technician, and it’s difficult to find skilled labor these days. But American Home Shield didn't even cause a wrinkle. They immediately offered a second opinion, and we assuredly accepted.

On the recent claim, we had two contractors come out. The first one said it needed a major replacement that wouldn't be covered. Since nothing was actually wrong with the unit, we asked for a second opinion, and that’s when they sent out Service Pro. They were extremely nice, though it took three visits. They replaced a suction line, but they actually forgot to turn a switch in the attic that turns the whole system on. We called back because the air was moving but not cooling, and once they turned that switch on, it cleared everything up.

I do feel like the annual cost is getting a bit pricey, but since the cost of materials and labor has gone up so much, I don’t begrudge the increase. I haven't had much luck with the website, but I actually appreciate that I can just call them. I’m on the road a lot and don't have time for the computer, so I just use my saved account number on my phone. Whether it's a person or the automated system, they acknowledge my request immediately, and I love that personal contact. They’re also doing more with technology now, you get a text when they’re on the way. American Home Shield is a premier company, and they would be my top recommendation for anyone.

I had to pay $100, but it was worth it. Since I’ve had this toilet in there for 20 some years, I thought I would upgrade with a bidet and that was gonna cost a lot of money. I told him that if it was dead, I wanna replace it. But he said that if I replaced it, I would only get a builder’s special or $100. But I told him that I’m paying $55 a month for the AHS policy in case I wanted to get what I want, I could save that money.

The service was excellent and I was very pleased. My learning told me something that I would be stuck with the policy that is there, that's, “You get what we give you.” and it’s a modest amount of money. He wasn’t critical of it. He just told me not to get my hopes up.

And then a few days later, the refrigerator leaked and the water wall over the floor. I called the same man who fixed my toilet, but he doesn’t do refrigerators. He sent me someone who was excellent so I’m all fixed up at the moment.

When I renewed, they never sent me my contract and all the details. I've had to call them up four times to try to get my hard copy of my contract. I wish they would send me my stuff in the mail a little bit faster. Other than that, they do a great job. They usually get somebody local fast. The only time I ever had problems with them was with Sears, and when I told them how long it was going to take Sears to come out, the girl on the line took quick action and got somebody else to come.

I’ve been with American Home Shield for 25 years now, and while it’s worked well, the price has gone up significantly every year. My policy actually renews tomorrow, and I’m wondering if I would be better off devoting that money into a savings account for home expenses instead.

OKC Appliance has been out twice over the last year or two and they’ve been great. Most recently, my washing machine wouldn't spin the water out of the clothes. The technician was able to fix it in short order by disassembling the tub and putting it back together. He’s clearly very skilled because he made it look much easier than I would have imagined. He also worked on my dryer previously and I think he replaced the timer then. As far as I’m concerned, they are definitely the best.

So, recently, I submitted a claim for my AC, and Third Generation Plumb and Mech Company was sent out by AHS. And when they came, I asked them to check my Freon, and that was all I wanted them to check because my other stuff was already done before, and everything else in the house is running good. So, I don’t need my attic or air handler checked. And I told them I don’t want them to come in and go into my attic because it was a weekend and it was 7:30 in the morning, and I had my wife and the baby. So, they got upset, and I told them to leave. I shut the door in their face. And then AHS charged me for that, but nobody did the service.

But American Home Shield did me pretty good on a couple of times. I had a water heater replaced because mine went bad, and it leaked at the bottom of the house. And they took their time getting it approved, but they approved it. And I had to wait for a whole week or so. And then I had to end up getting the Red Cap Plumbing, and I didn’t want them because they overcharge people. I got overcharged. I paid $3,500 for a hot water heater. And I called American Home Shield first, but they didn’t do anything. I didn’t get any kind of refund.

I had an issue with the garage door where my remotes and panel weren’t working. I called AHS and talked to an agent. The tech came out, gave me two new remotes, and replaced the battery in the panel. He was very knowledgeable, explaining how things worked and what he could do. He said that I would probably need to replace some of the rolling parts. He gave me his card if I wanted them to come out and do that. Now the garage door is working really good, and we can use our garage.

I also had an experience previously with an above-ground pool that they covered. My pump went out, and I called them. The tech called me, and he said they don't do above-ground pools. Even though I paid for the service, he said he wasn't coming out. I called AHS back. I don't know what they said to him, but the tech said he could come to my house at 2 o’clock. They got him out, and he replaced my pool pump. I really appreciated that because there was no one that did above-ground pool. That’s why I got that service with them. I appreciated that they advocated and stood up for me.

But two years ago, I had a hard time with their call center reps. My contract got canceled, and it wasn’t supposed to have been canceled. I went round and round in circles of trying to talk to someone and explaining my story. I was in tears at one point because it took days. Finally, they got me someone who could actually understand me and I could understand them. They were able to sort things out. It made me mad because my membership had to start all over again when I had been with them for years. It was ridiculous.

There was one particular situation where we had a refrigerator that had some condensation issues. The technician was in the house four times trying to fix that. And they decided to replace the gasket because they thought the air was coming into the refrigerator from the door. And so, that was creating the condensation.

43 days after the technician installed the new gasket, I called back American Home Shield and I told them they were not able to fix it. They said it's been more than 30 days so I’ll have to pay again for somebody to come out. There was a 30-day limit.

I was disappointed with American Home Shield because they charged another $100 for the guy to come back out again. And in the end, they ended up replacing the refrigerator. And I feel like that was $100 wasted. There should be exceptions to the 30-day rule.

It was not a new problem. It wasn't diagnosed properly to begin with. And because of the misdiagnosis, the problem wasn't solved and I had to pay another $100 to have the guy out again. If it was a new problem then that's a different situation. American Home Shield should stand behind their customer in this case, and they did not.

But I've been fine with American Home Shield on multiple houses for a long time. There have been many claims over the years and I've been generally satisfied.

I had service before but I switched to American Home Shield because they were reasonable and they covered more things. I like the service because if something breaks down, they’ll come out and fix it. But I don’t like the parts where they got the hidden modifications that are not covered that cost you more in some cases than what it costs to get whatever fixed.

AHS is good as far as sending someone out to fix your stuff and they are a reliable company. But when it comes to the stuff that’s not covered or the modifications, you’re on your own on that. In order to get that covered, you gotta get the Gold plan and pay six arms and a legs to get that done.

For instance, I had a claim for my air handler unit in the attic, which was covered, but they stated they needed to do new fittings for air ducts. They had to put drain pans and stands to hold the drain pan in the unit up. They also had to hook up some different hoses and wires and a 2-inch copper pipe.

I took pictures of everything in advance so that I would see what they did or what they didn’t do ‘cause I have problems with my neck and I can’t climb up in the attic. I went up on the ladder and took my phone, zoomed in and took pictures of it. After they replaced it and put the new unit up there, I went up there and took pictures of it. It had all of my old stuff up there, the old drain pan, the old stands and they charged me an astronomical amount for that modification.

It was the company that charged me that, but American Home Shield said they weren’t gonna cover it. So, either way, I had to pay it. It saved me money on the air handling unit, but the modification might have cost me more than it cost me for the air handling unit. That’s how terrible and bad it is.

And then these contractors, they get with American Home Shield and they put in the lowest bids so they can get it. When they get it and when they do the work, they find out they’re losing or they’re not really getting any money. So, that’s what makes me think that these companies might be charging modifications to try to make up the money that they’re losing.

AHS might give you a $50 credit towards your account and that’s good, but that’s not a biggie. If you need Freon, they’ll pay the first 2 pounds and then after that, you gotta pay 300. After they pay what they pay, I’ll still pay $200 or $300 just in Freon for them to fill it back up if the Freon is leaking.

I’ve been with them for over 10 years. When my contract is up this time, I’m just gonna do what my brother told me to do. I’m gonna start taking that money I pay them every month and I’m gonna put it into account to make money for me. When my stuff breaks down, I just call me a reliable person out to fix my stuff and pay for it myself.

Having American Home Shield is convenient, especially for situations like that. If my HVAC is not working, I have the coverage to have it fixed. It’s pretty easy to submit a claim for service and get a service scheduled. It all worked well for me.

So, what happened was I submitted a claim to AHS, and it was assigned to Sears Prescott. And my tenant has cancer, and she had to change her appointment. So, I called to change the appointment, and then they got it all screwed up. So, the first technician fixed the ice maker, but then my tenant called and told me that it's still not fixed. And then AHS had to send Borsch out there, and all it was was a kink in the line to the ice maker. That was all he fixed. And it took about 4 or 5 days to send Borsch out because the other people would not go back out there.

And so, I have a duplex with tenants, and the law states that the tenants will call me and tell me something’s wrong with whatever it is, and I have only so many days to get out there and fix it. So, if I don’t get out there and fix it, they fix it themselves. They have the right to do that, and then they bill me for it. And I have explained this to AHS. So, I will lose the $100 that I pay if they don’t get out there right away. That’s how serious it is for me as a landlord. When I call them, they have to get out there within three days. So, lately, since I explained it to them, they’ve been getting out within that timeframe. 

So, I was very dissatisfied with American Home Shield. The work eventually gets done, but it’s a hassle. And when I called AHS one time, there were chickens in the background. And I thought that it was a scam call. So, they were totally unprofessional people. 

So, of course, I would never recommend AHS to my family and my friends. And since I sell real estate, I wouldn’t recommend it to my clients when it’s time to get a home warranty.

So, overall, the second guy was tremendous, and the first guy was not. And except for that one company, we've had a pretty good experience with American Home Shield. They’re good for what I need them for.

The other thing is their customer service. I get folks in the Philippines, and they don't really understand English all the time. So, there's a little bit of a language barrier there, but they do a pretty good job.

So, I have two accounts with AHS, one in Florida and one in New Jersey. And the one in New Jersey, the prices just got jacked up. I was getting raised by $30 each month only after a couple of months. So, it did get to the price point where it’s almost not feasible to keep it. And they didn’t give a notice that there would be a price increase.

So, at first, it was 120, and then it went to 150. And now, it went up to 180. And it was not even an annual rate. It was just after a couple of months. So, I have to call to find out because I’m a little unhappy about that. And then it used to be 75 bucks to walk in the door. And now, it’s like 100 and something else. So, if I can price around and get a better price, I may switch my service.

After about three or four weeks, I received a part. They didn’t specify how many parts were needed, so I assumed that was it. About a month later, I scheduled an appointment for them to come out, but I waited and waited, and no one came out.

I called American Home Shield, and they contacted the service provider. That’s when I found out it required three parts, not one. I asked if they would notify me when all the parts came in, and they said yes. I also mentioned that I hadn’t received any communication, no emails or anything. After that, it still went on for about another month and a half.

I called back and asked what was going on since I hadn’t heard anything or received any parts. American Home Shield contacted them and said they were still waiting on two more parts. After another two or three weeks, I called again, and that’s when American Home Shield told me they couldn’t fix it.

At that point, they said they would start the process to get me a replacement refrigerator. I said okay, but when I called back about three weeks later, American Home Shield told me they were still waiting for Sears to submit the necessary paperwork. After another two or three weeks, I called again and spoke with someone and complained about the situation.

In the process, the floor was completely ruined. It had to be pulled up due to mildew and everything. Once they finally got things sorted out, I did receive the refrigerator. I’ve been dealing with you all for a long time, and I’ve never experienced anything like this before.

My advice is that they need to monitor their subcontractors. Everyone else I’ve dealt with has been on point, but this situation was ridiculous, they didn’t even know what was going on.

It wasn't a good experience, but I’m going to keep the American Home Shield. That said, they need to remove Sears from their list. I had an issue with my washing machine and dryer, and that was handled immediately. But this refrigerator situation was bizarre. I wouldn’t deal with Sears again.

Two people from United Air Temp Out came out. The first people who came out said that they needed an electrician because it had something to do with the breaker. Then somebody came out the same day. They told me they replaced a fuse in the unit and they got it working quickly. The technician was professional and was able to clearly tell me what was going on.

They told me about their policy. I had to keep pushing and eventually, they sent me somebody else.

I have two properties, so there's a huge difference in their price. One property is less than half of the other property. One of the reasons for that is because I pay more for the service fee when they come out. The price is okay but they went up to over 15%.

The only thing I wasn’t really happy with was that this happened on a Friday night, so we didn’t have any hot water for the entire weekend. It was really cold out, and since it was winter and we couldn't even take a shower, I called so many times on Saturday to see if someone else could come. I had read that American Home Shield usually has weekend services, but they told me they couldn’t do weekends, so I had to wait until Monday.

I really wish they could have sent someone over the weekend so we didn’t have to wait two days for hot water. The rescheduling is really the only area where I had a problem and think they should improve. Other than that, the contractors were good. As soon as the guy came in on Monday, he fixed it within the hour. It was an easy fix, and it’s been working fine ever since.

And then the technician from Alliance came out, and he said he found the problem, replaced the condenser, fixed the problem, and left. And by the time he left, I went and double-checked it, and it had not been fixed. It was still intermittently not coming on like it was.

The technician probably thought it was fixed. Because I told him it was an intermittent problem, which means it doesn’t happen every time. He got lucky at the time he did it, and it came on. But then, the very next time, it did not.

So, I called the vendor, but I couldn’t get anybody. And then I called American Home Shield and told them the problem wasn’t fixed, and I didn’t want that order closed. Then AHS said it’s not a problem, and they would get ahold of the vendor, and that I should be hearing from the vendor, but I never did.

So, I called them back today, and they told me the same thing. So, I hope they’re telling the truth this time.

And this is the first time this has happened, as far as I can recall, over the 20 years that I’ve been their customer. I’ve always gotten really good service before. They come out, they actually fix or service something, and leave. Everything’s been wonderful.

American Home Shield contacted Chesapeake Appliance Repair seven times via email, emergency email, and no one responded back to them. Every time I called to follow up to see what's going on, the rep will send a email or try to call them, and they never got through.

Someone from American Home Shield named Angie was helping. She kept on calling me back to follow up. and she said, after the 3rd time, if she couldn't reach them, then they will decide to request a new company. I asked if they can't get in touch with Chesapeake, would they be able to give us a new contractor. But she wanted to try with them since they already came out and said that we need a new modem, and they knew about the part.

Once she didn't get to reach them, we got an email stating that Sears was coming out. They didn't take that long. When we were told that they were gonna be our new contractor, the person came out, looked at it, and they contacted American Home Shield and said that they would give them the follow-up. American Home Shield told us that we'll be getting a new contractor because they said we need a special part. And then the next thing I know, we got an email stating that they'll be out here Friday to fix the dishwasher. Everything happened in no time with Sears and the new contractor.

My interaction with them was positive. Once the technician told me that my dishwasher's modem was going up, it went up, and they needed a new part. And he said it would take about 5 to 7 days. I called a week later to American Home Shield and see what's going on. They told me it was completed and I was confused.

I got a call from someone from Chesapeake asking about my service with them. I said I can’t tell because the part has not come yet. American Home Shield said they had no record and I need to follow up with Chesapeake to see what was going on.

Once you find out who among the contractors is not doing what they're supposed to, tell AHS that you don’t want them. The first contractor, Richardson, did not call at all. With the second contractor, Chesapeake, I felt positive because they called me right away and had an appointment out as soon as possible. But I was disappointed when they wouldn't pick up their phone for American Home Shield or answer their emails.

American Home Shield’s coverage is good. However every time I turn around their price goes up. If I don't go into my account online, I won't know the price went up. You have to a pay $100 for their service. What I didn't really appreciate, is I already paid the $100 back in November, but they took it out again, so I had to pay twice. They said I'll get a refund, but I'm waiting for that refund for the $100, because I already paid once, so they went in with my account again and took it out.

And this is not my first claim. And I have had varying experiences. But to me, it seems mostly contingent upon who the assigned party is. ‘Cause a few years ago, I had a really frustrating situation with the dishwasher. And that was mostly outside of AHS's concerns, because it was an issue with the technician, but I remember being stuck on some frustrating phone calls with AHS to get it all sorted out. But I’m overall pretty satisfied with AHS.

I’ve filed for smaller claims before like replacement of garbage disposal. The contractors are great especially for the recent claim. I bought a home warranty was so they'd replace big things if there was a problem, and I'm having difficulty getting them to do that and it’s making me question the value of having it.

We had another experience with a guy who came out for our dishwasher. He was very knowledgeable and experienced and was the type of person that we would have hired ourselves. But the other contractors we’ve had didn’t really seem to have much experience and didn’t know what they were talking about.

I've been with American Home Shield for three years. I wish their people can understand what I say. They have foreign people that don’t understand what I’m talking about and I have to break it down in so many levels. When I try to explain something to them, they transfer me to somewhere else.

It’s been up and down with American Home Shield, but they're probably the best one out there. I had a previous company that won’t send somebody out for a service request and I felt discriminated against. American Home Shield sends someone out every time I have a request. Things are also a little better because they're listening now. In the past, the contractor said I gotta pay for something when I thought it was included in my contract. Now, when I point that out, it’s gotten better..