American Home Shield Reviews

I got a second opinion and the techs came, diagnosed everything and took their time. They told me I'm gonna need a capacitor and Freon. The American Home Shield people should have diagnosed it, told me what was wrong with it, and found the solution to how they're gonna fix it so I can have an AC. It's 95 degrees in here and I have a newborn in the house. These people didn't care about that. The second-opinion technician is looking into it and they're in the process of fixing my AC for me. But I'm not gonna deal with American Home Shield now. Probably next week I'll cancel it because it’s not right.

If American Home Shield is staying behind their name, they should consider taking care of the customer and not trying to get the customer stuck with a big bill. They should come out with a better solution than sending somebody out who seems like they're trying to avoid using the warranty to cover the cost of the equipment. Instead, they're trying to get me, the customer, to pay the contractor. They're making the contractor's money, but they're not taking care of their customer. I don't have any issue with the customer service. They're on point. But American Home Shield did not meet their end of the bargain and didn't cover anything for me at all. So, I have to pay out of pocket and find somebody to take care of it for me. As a customer, I'm expecting to be taken care of as far as what I need for the service. So, that part of the experience is bad.

I asked American Home Shield to get the next company out for a second opinion. They came out and said the water heater is bad. They see a little bit of a leak, and initially, they said the PRV valve wasn't bad at all. I told the guy the last company literally came out here and told me it was bad and that it was so high that I'm gonna cause pipes to break in my house. I asked this repair guy to check, but he said it didn't matter if he checked this or that water hose. It's still gonna be the same. I asked him if we could just do it for peace and sanity of my mind because something doesn't sound right. So, we went to the backyard, and he checked the hose back there. And it was high for him, and I saw it. But it was way different than what it was when the other guy had tested my water hose.

The repair guy wrote the report up and said that the PRV and the water heater were bad. But American Home Shield denied me on the water heater and the PRV valve was secondary, and it's not covered. So, now I'm upset because the guy initially told me that my PRV valve wasn't bad, but because I persisted and was insistent on him checking again, it turned out bad. Now, all of a sudden, I just screwed myself. So, I paid $1,600 to get my water heater changed out of my pocket from somebody else, because it was higher to go through American Home Shield and the company because they weren't gonna cover anything.

American Home Shield sent the third company out, and the repair guy said he didn’t know why I was being told these. He asked if any of them ever checked my water heater pressure. I said no. He said he checked it along with the three hoses and the water heater and all of them are within limits and none of them are issues. So, now I'm really mad. It's easy to file a claim with American Home Shield, though on this last incident, it took me four extra phone calls to get my claims refunded and my rate dropped. It was super high compared to my neighbor, whom I recommended. His was super low compared to me, who has been with American Home Shield for many years. I'm on a temporary price right now and I like it. If I were going off this price, it'd be great. But I've not been paying this price.

I recommended Cinch to my neighbor when I was dealing with my water heater. By the time I got done with the bad situation, I called him back and told him I was sorry I got him to sign up and wished I had never recommended them. It seems like every time I've called them to come out, they've always found an excuse not to fix my appliances or issues. It's always something in the fine print that they use to say they can't cover it. At times, they feel like a scam, and that they just go through the motions to figure out a way to deny your claim. I only got covered from my garbage disposal, and everything else has been denied.

It took forever. K&S had to order the parts. And what I didn't like about it is what they did on my bathtub. Where the hot and cold knobs are, those things were leaking. So, they had to put new stems on it. There's a decorative chrome trim that connects to the wall. They didn't even glue that back on. I said, “Sir, are you gonna glue the little faceplates back on?” He said, “Home Shield doesn't allow us to do that.” Even if Home Shield didn't authorize it, the dude could have did it or just to complete the job right. I feel every time I use the warranty with this one, this brand or that brand, it's always not quality work by any means.

They said they're not gonna paint the wall. They'll just get somebody to do the drywall. I was waiting but no one still had been out here as of yet to replace the wall. American Home Shield gave me some company but that company never called me back to schedule. I had to call them. When they called me, they scheduled, but they never showed up last Friday. They said they forgot to put me down. I called American Home Shield and told them I don't wanna deal with that company. They sent me another company and they are supposed to be coming today at 9:30. That's been ever since April the 7th which doesn't make sense to me. I’m doing my part as a customer. But the business is not doing their part as a business. That's so unfair.

I've had American Home Shield ever since I got my house in 2015, and we never had any problems except this time. I'm paying almost $80 a month and I call them once every two years, if that much, so where is my money going? A lot of people are saying just drop American Home Shield, and to save money and just pay the folks when they get here. The people were nice, but I'm not pleased with American Home Shield. I'm spending too much money every month but not getting treated with the service that need to be provided.

When you call American Home Shield and you speak to someone, at the end of the call, there's a survey. She held on to the call so that it wouldn't be a hang up and I wouldn't get transferred to the survey. I continued to hold on to the call. It was like a standoff. She ended up just transferring me to someone who speaks another language. It was slick for her to not let me get through to the survey. But other than this lady, the customer service with American Home Shield has been pretty good.

On the first visit of the five visits, the repairman asked me to give him a review, and I gave a good review. He told me that he'd come back because the HVAC was still not working. I contacted him on Friday and he said he would order a special part and bring some help. Yesterday, when I called to get an update with the part and him coming to visit, he didn't respond back to my text and didn't answer the call. I texted him this morning and he responded. He said he'll let me know something when he knows something and that's where we're at now.

I went ahead and created another service request last Friday for an electrician. Although the initial repairman is an HVAC guy, he was saying that it's an issue with the wires. He's been consistent with that each time he's come. But he discouraged me from opening a service request with an electrician through American Home Shield, saying that this isn't something that an electrician could handle. Yet, and still, he's been telling me it's an electrical issue.

This one where someone's coming out tomorrow will be my third service request for an electrician. I canceled the other two because he suggested that I cancel those other service requests, that this was only something that he could fix. This time I'm gonna keep the service request with the electrician to see if they can figure out what's going on with these wires because, apparently, there's a fuse that continues to blow. I have no knowledge of HVAC or the electric part of it so I trusted when he said that he could handle it. But at this point, I'm gonna go ahead through and have an electrician visit and see what input they can give.

We went down into our basement to show him the boiler. This owner of the business is not a small guy. He's a tall guy and heavy set. He sent his associate up back to his truck. We weren't even sure, but he kind of blocked a stairway from us walking up the stairs. So, we were stuck in this basement with him while he had his associate going to the truck supposedly, when we don't know if he was walking around the house looking for things. That kind of made us feel uneasy. We're not saying they were going around stealing things, but to us, it didn't make us feel very comforting that we had possibly somebody unsupervised walking around our house. So, that was another thing.

We asked for an itemized receipt or some sort of paperwork that's showing us what he diagnosed, what needed repairs, and a listing of all this and all that. This was over the phone a couple days later, and he started to get really rude with my wife, and started talking over her, wouldn't let her finish her sentences, becoming really rude, and almost just kind of insinuating that she had no idea what she was talking about, and that he couldn’t provide an estimate. We weren't even looking for pricing breakdown. We just wanted a listing of what he told us needed repairs because he kind of rambled off, “This is what you need done. Repair this, that, this,” and we couldn't remember. We were trying to get a listing of what needed repairing, so that we could budget for us. We're getting married on Sunday, and so, at this current time, we couldn't afford to obviously pay for the repairs of whatever was wrong with the boiler.

We were just asking for a listing of everything, and he was refusing to give us that, refusing, telling us that she had no idea what she was talking about. He couldn't provide it, and then it came to the point where she was just like, “Listen, this is not a productive conversation.” He got really abrasive with her to the point where he hung up on her. To this point, we are still waiting from his company. They have to submit a report through American Home Shield that's showing like a breakdown. We're not able to move forward with another service provider through American Home Shield because their company is refusing to submit this report to close out this service request, so we can go find somebody else. I've called them multiple times. We've called American Home Shield multiple times. We haven't heard anything from them.

Original: I bought a warranty plan from American Home Shield (AHS) Wynn. I purchased a new home six months ago. They’ve been a disaster. They’re hard to get a hold of. They tell you there’s a wait time and upon the time to call you back they hang up. When you do get someone out to fix something they usually do a very poor job. I’ve had someone come out for my AC three times already and they have not fixed the problem properly. They even cut a powerline to my security system, which costing even more money. It is now two weeks that I’ve submitted a service claim to fix the HVAC because it is blowing hot air and they still have not gotten someone out here. I have children and they are sweating at night. It is not worth the thousand plus dollars that I spent on the warranty. Do not get these guys because it is an entire waste of money.

American Home Shield said they would send me somebody, and they sent me someone from Sears. Sears then called to make the appointment. I was very pleased with the scheduling. It worked out on the right timing. The gentleman that came in and looked at the machine knew his business. He told me he was gonna order some parts and also let me know date when the parts would arrive. The parts were here a little bit earlier. Then Sears called and let me know they could come in to fix my machine a day earlier. They came in a day or two earlier, and everything worked out fine.

So far, the washing machine is working out pretty good. I have not had to call them back to fix anything. One time, I turned it on and I had to just turn it off. I've been told this by Whirlpool, when I had a problem when I first bought the machine. They told me just turn it off and disconnect it, and that will reboot it. I did the same thing, and it worked right away. But that was the only incident and I might have caused it because I turned it from quick wash to colors, and the switch threw off my sensors. I disconnected it, rebooted it, and just reconnected it again. It's been working ever since they fixed it.

My sister in San Antonio referred me to American Home Shield. They told me that they would credit them for having referred me. But when I asked my sister if she ever got a credit, she said she never got anything from American Home Shield. She said perhaps it's because the account is under her husband's name and phone number and not hers, and I didn't know that. When I signed up, I submitted her phone number, but the account is not on her phone number or on her.

I've had people who have had American Home Shield, and they canceled it because they never used it. I get that. But I like the peace of mind of knowing that the things I can't fix are covered and someone can come out and get them fixed. But sometimes, the quality of the people who have come out has been sketchy. The website is easy to use, but you can't say you have two sinks that are broken. You have to call it in. The customer service reps do a good job, but sometimes it's hard to understand the person at the call center. Price-wise, American Home Shield is getting too expensive.

The technician who came out knew exactly what he was doing. He was a consummate professional. He was friendly, very knowledgeable, answered all my questions, and was very competent and amenable. The product works fine, and I'm very satisfied. Having the coverage means having the benefit of not having to do it anymore. I'm 81 years old. I used to do all the maintenance in the house and the garage myself because I wanted to save money, but I'm tired of doing it now. I'm still updating my house, but you can't be an expert in everything. I'd learn how to do something, buy all the special tools, and then never do it again.

I had a leak in one toilet, but I didn't pay much attention to it until the water company called and said I had used 25,000 gallons in 60 days instead of my usual 4,000. I live by myself, so I knew something was wrong. I started checking the water meter and turned off the valves at the toilets. The next day, I had still lost another 200 gallons, and I realized there were two leaking toilets.

When I called American Home Shield, I first reported one leaking toilet, but after I found the second one, I called back and told them. They changed the work order to include both toilets, and it didn't cost me extra. I thought they were going to charge another $125, but because they were both plumbing issues, they added them to the same work order. I’d rather talk to customer service than use the automated system. So, I just keep asking for customer service until they finally connect me with a person. I'm very happy with the results, and I hope they continue.

After that initial attempted tune-up and then looking at the repair, it took over a week to get results back on what the next steps were. And I was calling to follow up. They claimed pre-existing conditions, and that's not the case. The units were old, and we knew that, but they worked. So, they denied my claim. And I raised havoc. I called and called. I tried to be nice, but overall, I got along with most I spoke with. I went as far as I found the CEO on LinkedIn, and I sent him a message. The next day, I received an email from a department. And now they're waiting on me, and this is my fault.

We replaced one system. My significant other is six months pregnant. And we had to get one fixed, at least my window units- we had to do something. So, they escalated it. They sent me an update back, and they offered to pay 900-some dollars towards one new unit. Then 1,200 and some. I said, "We've already bought a new one." And we also went ahead and got a matching furnace for that system, just in case. I said, "Can you just put the money towards the one we already replaced on top of that for the other? And that way you're not losing any more money, and it's still doing what I feel is right by us." And they've asked for the invoice. They can have it, but I mistakenly threw away the paperwork. But I'll have a new invoice today.

But prior to the threat of the lawsuit, they asked for my entire home inspection. I did send them the AC part section of the home inspection, because that's not on the contract. And they tried to say they wouldn't honor it. I didn't care to fight. It is what it is. Hopefully, after I send them this invoice, I'll have a more permanent resolution by Thursday. It's a really good deal on the system either way. The people you speak with on the phone are very nice, but they also can't really do anything for you. But American Home Shield, they're really shitty. It's been frustrating.

My frustration is not with the service fee but with the lack of accountability. Customers do not choose the contractors, so when a repair fails shortly afterward, American Home Shield should stand behind the work performed by its vendors. I also reached out directly to the original HVAC company in hopes they would return to address the issue. I encourage American Home Shield to improve its contractor oversight, require vendors to stand behind their repairs, and empower customer service representatives to provide meaningful solutions instead of scripted responses. As a loyal customer of nearly two years, I expected better.

The second technician came out, spent more time here, and diagnosed the problem with pretty similar wording to what the first technician said. He said, “I'll put the notes in. And if American Home Shield approves it, I'll order the part, and we'll fix it.” That went pretty smoothly. It took about a week for the parts to get ordered and then scheduled them to come back. They came back to fix it. It took a couple of hours. I came down and the technician showed me that the drum was indeed working. I said, okay. But it went downhill after that. I went to use the machine later that night. The cycle ran for 15 minutes, and all of a sudden, I got this weird alarm. When I went to look to see what was going on, there was water everywhere. It flooded a portion of the basement.

I called the second company back that night. I knew that they were closed, because this happened about 8:30. I said, “I don't know what happened. You guys were here. Water was not the issue. It wasn't leaking, so something happened during the repair. I need you to call me back first thing in the morning.” I called American Home Shield and after being on hold for 45 minutes, I finally got a person on the phone to explain what was happening. They said they were gonna put in another ticket. I had to call both American Home Shield and the company again the next morning to say this repair wasn't done well or wasn't done correctly. The company did send somebody out.

The technician told me that several screws were not tightened properly. It was loose. So, apparently, that caused this leak. I've since had to rip up my entire basement. I have no carpet down there. I've had to pop the baseboards off. I called my homeowner's insurance, and I explained to them what happened. While they are paying a portion of the damage to my house, they were gonna try to recoup that payout from the contractor. I am annoyed at American Home Shield and how they handled the situation. If I'm using them as my warranty company and they're telling me that I have to use their people. I'm relying on them to send somebody that's going to do the work and do it well without causing additional damage to my house.

Our garage springs were broken and AHS said they would send some third-party agent. They wouldn't be able to repair, and we have to do the modification, even though the parts are available in the market very easily. They wanted to remove all the existing hardware for the springs and put new ones for exterior springs. They quoted $600 for that one.

Before signing up with AHS, let them go through every appliance you have and let the customer service representative explain what is covered and not. They will say everything is covered but when the actual problem comes, they will say, "Under section xyz, it is not covered. Under section abc, only this much is covered." No one reads all those documents.

The first time I called, it must have been like 28 minutes, and then I had to hang up ‘cause I was working from home. Then the next time I called, it was about half an hour. Again, same thing, I had to hang up. Then next time I called, it was close to 38 minutes, and I hung up. In the end, I had to go to the app and text, and somebody texted me back, and they issued the service request again. But the thing is, the one and a half hours of my life were wasted trying to reach American Home Shield, which is not a good deal. There should be a representative when you call, and when you’re trying to reach out to companies, somebody should pick up the phone, ‘cause this business is only done through phone. There is no office that I'm gonna go to.

I had one water heater replacement job. They gave me 500 for it, which doesn't even cover the cost of the water heater, let alone the installation costs. The company that they're working with is called My Cousin Vinny. That guy wanted to charge me $1,800 to connect the water heater. The water heater was like $700. So, the 500 didn't even cover the water heater cost, which it should have, but that's all they gave me. It was non-negotiable. So far, my experience with AHS hasn't been good.

Having American Home Shield, I like that I don't have to go shopping when there's a problem. However, they keep going up on the price every year. Also, when I first started with them back in 2010, they answered the phone, and they took care of the problem right away, but now, that's not true anymore. You get to talk to an AI bot, and they send somebody out. You don't get to choose or say anything. You don't have any input at all. When I had an issue with my refrigerator freezer, the resolution was almost two months.

Essentially, when they came out, they charged me the full price that they do for that, $100. But it was a small little thing that they came and did, and they ignored the rest of the stuff. I felt like they didn't do their part on the end to document it very well. Also, they didn't try to help me to make the situation better.

I had sent pictures of all of the things to them, and I was texting before they came out. I said that somebody could come back out to take a look at the things that they missed. But they said, "It's going to be another service call that we're going to charge you for.” Overall, it's really bad. They didn't really help. They keep telling me, "Oh, this is what it is.” It's pretty disappointing.

Out of the three things, only one thing was repaired. They didn't even do anything. They were trying to charge me more for them to come back out to take a look at them. I would like a refund for that service call. But they refuse to do that, so I'm just disappointed. AHS has to be worth it. If it's not worth it, why would somebody be a member?

Also, whoever their representatives are, it seems like they are overseas. They're not fully able to communicate, seems like a limited vocabulary. That was a frustrating part as well. And the other thing is, I was expecting them to at least make the situation a little better, however they can, but it seems like left high and dry.

I had a small problem. AHS said, "We'll send the company out.” I tried to look the company up on the internet, tech reviews, but I couldn't find the company name. But I thought, "I guess it's okay.” I've used AHS before. I never had a problem. The company came. I described the problem, that the water kept running. I said something's wrong inside the tank. The water keeps running. I went into the office, and after seven minutes, they said, "Okay, it’s fixed.” “That was fast.” I went in and said, "It's still running. You didn't fix it.” They said, "We put a new handle on.” I said, "But that didn't fix the problem.” I spent probably three weeks on this. I kept calling AHS to say the company did not fix the problem. They were very unprofessional. I couldn't even find a review. And AHS kept telling me that there’s nothing they could do about it. I had to use that company. I asked another company, and they said, “We can't do that.” It went on and on.

Finally, I escalated. The managers would promise me, “We're gonna give you another company.” “They would come back. I would call three days later. I wouldn't get any notice of anything. They'd say, "You have to use the same company.” This went on for a couple of weeks. They would say, “Just give us till tomorrow,” whatever. You call back the next day, late in the day, and it's, "Oh, no. You gotta use the same —" over and over. It's not a big request. I’m not asking for a whole new heating system.

I made up my mind. I tried calling their headquarters, which routes you back to the same group that I started with. Some guy said to me, “I see what you're going through. I'm gonna take care of this for you. I'm going to assign you another company.” That's what it took. And the next company came out and fixed it in 10 minutes. I've been with AHS since August of 2020. They were fine before. Something dramatically changed. Last time I used them was last year for a small thing, but they were fine. The whole process this time, all of a sudden, changed. I don't know what happened. They clearly it, but it was so aggregating. And only because somebody finally took sympathy and said, “I'm going against the process here. If they ask me about it, I'm just going to say, I can see it's been going on for weeks. I see all the notes. It's ridiculous. It's a waste of our time and hers.” I'm thinking of looking for another company.

American Home Shield attempted to get out of paying for anything the first time. So, that is bad business. It's fraud, practically. The second time, I asked if it would be better for them and for me to get a new dishwasher. And two different people said it was possible, and I would be given an estimate for the so-called cash out. American Home Shield apparently lied to me because it turned out the parts had already been ordered for the replacement before I received communication from the company about it. So, because of that, they could not offer a cash-out option. I spent two hours on the phone with people asking about this for no reason. So, in the end, it was repaired by a fellow who was perfectly good and seems to have fixed it.

Numerous people told me one thing, and it was false on the phone. So, I would not recommend American Home Shield. It was a bad experience. I’ve been with them for six years and they've done some other repairs that have been satisfactory. There were maybe three other incidents that did not have that kind of response, so this is something new.

The water softener is not covered under insurance. I contracted with some other vendor directly and fixed it. But they came and inspected it. That was good. Initially, we thought it was because of the tap and they replaced the tap. That is also fine. But at least they should let us know whether the issue is fixed or not. They simply came, did something and left without letting for the first time. But the second time, the tech came and showed me the things. AHS at least refunded that one. Otherwise, I thought of skipping that time. So far, I'm happy with the service and I'd like to continue.

When I called back to know the status of the claim, they told me that the technician said it was the coil that’s the problem in my AC. Prior to them coming out, I had called about one or two people. They said that working on that AC is just a waste of time. When they mentioned that the technician said coil, I said, “Coil? That's not what he told me.” I asked, "Okay. What do I need to do about this?" They said it's either I pay them, Beaches Air, about 2,200 for them to come work on the AC, or I take the cash in lieu, which is $600 for the coil. And $600 for an AC unit is like nothing.

I stressed about it, and I pleaded with them, “Can you guys send us a different vendor? 'Cause this is a clear misdiagnosis. It was not the same as what he told me.” They refused. I said, "Let me speak to the escalation team,” and I spoke to one of them, and still saying the same thing. I said, "No problem. If they cannot send out a different vendor.” "What if I take that cash and fix the AC, and then the same thing- it's still having the same problem? What happens?" They said that I will be responsible for doing that on my own. I said, "I'm not getting the services that I need here." I'm going to take the option that they gave me, which is taking that cash, and then figure out what to do on my own. And I called to cancel my account with American Home Shield yesterday.

I've been protected with AHS for five years in my previous home, and I've had them another five years on a different property now. So, I've been covered with them for 10 years. With the older home that I had before, it gave me peace of mind that if something went bad, I had a way of getting things taken care of, and not having to come out of pocket 4 or 5 grand all at once. The peace of mind is the thing that makes me feel good about the service. The house now is just new, but still, things happen. So, American Home Shield's connectivity and availability to all sorts of contractors to get things done is really nice. They even offer an opportunity for you to call in and get advice from professionals before you even file a claim. So, customer service is great.

American Home Shield did a good job and I’ve had no problem at all with them, but it took forever. I’m not the only one who has a long experience of getting something fixed. There should be a backup plan. They should be able to supply a backup washing machine that they could just roll in, even a cheap, end-of-the-line washing machine that nobody wants, so I could use it until they replace my machine. You think something's gonna break and it's gonna be fixed right away. I shouldn’t be paying 50-some dollars a month and have to wait three weeks to get a machine fixed.

Overall, my experience with American Home Shield depends on the nature of the issue that they're trying to resolve and also the actual contractor that is selected to come out. The contractors really determine the quality of service that's provided. Sometimes, you get a great one. Sometimes, you get a not so great one. It varies.

From past experience, I've always had good luck with AHS. From this last experience, I still have the same issue, and I have nowhere to go because Samsung isn't doing anything, and AHS sent one person out that called me and said, "Oh, yeah, that's a problem they have, and you can't fix i.” I had it fixed once three years ago. So, it may be true.

But this is who AHS supports and want me to pay. Douglas does not get paid because part and labor are under warranty so they try to replace lost funds with other made up charges. My husband had heart surgery and had to leave our home because it is too hot and wants to come home. This is very difficult knowing that the approval by AHS has been accepted but sitting on their desk because Douglas is robbing us of cool air and husband coming home. Even spoke with city of Houston chief inspector and he said that was not mandatory just up to contractors. The only derogatory comment I have about AHS is their commitment in supporting contractors that take advantage of homeowners but yet they get paid their $60/ month. Their customer service people should be a little more caring and not sound like "robots"

They came up with an issue that they couldn't only do things because it was making modifications. For me, that was my impression that things were not covered properly. The price is not good because of the quality and input. They're not receptive to input as far as, "This is going on or that's going on." For me, I don't get a true response. Right now, I'm considering next year not renewing with them because of the dissatisfaction or the customer service aspect of it.

The first time I called American Home Shield, it took them a minute to get the contractor to complete the job on the dryer. I also had a claim for my dishwasher and microwave oven. The oven people came fast. Then another repairman fixed the dishwasher, but it took him a while to get the dryer piece. It was almost two months. Another thing is I'm wondering why the payment went up. I was only paying $30 a month, but it went to $61 a month. But other than those, American Home Shield has been pretty good.

Getting someone to the house was easier. The guy was nicer and more understanding. Hopefully, the thing doesn't need to be fixed. I don't think that washer is a year old. He went inside and took the front of it off, and he showed me how I could do it in the future, if it ever does it again, and how to clean the inside of it out so I don't have to call again. They took the time showing me. The company was were friendly. They were even friendly on the phone. They were **, but they spoke better English, and they could understand me better. They were nice like everyday people like everyone else, working a job and trying to make money.

American Home Shield is good at having somebody come out, usually without any problem. But if it's 30 degrees outside and you have to wait a week or two, that's a problem. My mother has the same policy, and she had to go a week without heat while waiting for parts. For an elderly person not to have heat, I wasn't tickled about that long delay. For things like a washing machine or dishwasher, you can live without them. Still, having American Home Shield is peace of mind should something break or you need help, so I'm quite happy to have their service.

The last part was backordered initially, which would have been fine, but they canceled the part at some point, and nobody ever reordered it until I let the gentleman come back out. It was 40 days without a refrigerator. If we didn't have a secondary tiny refrigerator in our garage, we would've been in trouble, and we would've lost a lot of food that they don't cover.

We ended up replacing the whole air conditioner because we would've just had to keep spending more money every year. They sent out one contractor, and then the next thing I knew, they were sending a secondary contractor, and I didn't ask for that. They were going to charge me another $125, and I told them I didn't ask for a second contractor and that they initiated that. So, they waived the fee. American Home Shield paid the $1,300 they would've paid for the repair, but the repair was a band-aid. The $1,300 wouldn't have covered the Freon, and we needed 10 pounds. We upgraded to a better-quality air conditioner through their replacement program. We paid almost $7,000, and they paid $1,300.

Customer service is frustrating because there's a lot of pushing back on other people who are reading a script and not able to think for themselves. The app is fairly good, but I didn't know to expand something with the air conditioning because I'd never had a claim that had that kind of follow-up. The coverage is adequate, but the price keeps going up. I started in the $50 range, and now I'm in the $100 range. Previously, American Home Shield had been good. But this year, I have not had good customer service, nor good service on my items. It has not been timely service.

At some point, I started having air conditioning issues. The air conditioning issues did not happen yet. I called my warranty company, and I found out they lied to me about my coverage, and the coverage was not the same as when I had American Home Shield. So, I wound up canceling my services with them and went back to American Home Shield.

The issue I have with AHS is that they pick and choose who the service provider will be. For example, there is a company that I used in the past that was covered for my air conditioning needs. Then, when I called them several years later to try and get new repair work done, that company was no longer an authorized provider.

But when I reached out to that company, that company showed me documented proof that they are covered under American Home Shield. But American Home Shield refused to refer them to me because they were not what they call a preferred vendor. Some vendors charge a lot less. They charge a little bit more. And because of that, they decided not to use them or not refer business to them. I had to fight with that with American Home Shield for six months, back and forth between American Home Shield and the vendor, trying to get this rectified. I finally got it rectified when we got it fixed, but American Home Shield was not easy to deal with when it comes to getting it switched to the correct vendor.

The other concern I had was that, because I originally had this vendor work on my air conditioning unit, they offered me coverage to protect my air conditioning unit, like a yearly contract. They would come out and clean it, things like that, as part of the contract. It was a couple of hundred dollars. They included cleanings and maintenance, and a lot of things.

Part of my warranty with American Home Shield is keeping up routine maintenance. So, since this company works with them, might as well hire them to make sure it's maintained, and if I have an issue, they know my unit inside and out. They have it documented all the times they've come out. But one of the fine print of that contract is, I cannot have another vendor touch the unit. Not that they don't want to, but if they mess something up, they're not gonna be liable for it, and that's why we have the contract.

When I called American Home Shield, and they were trying to refer me to John Doe's random company that I never heard of, that's not local to me, that's not popular. I said, “No, it's gonna void my contract.” They said, “They void your contract, it's okay. We'll cover you for any other issues.” They were missing the point. The point is that I signed the contract for maintenance issues, and they’re telling me they’re gonna cover. Are they gonna do my maintenance? They said, “Oh, no. We don't do that.“ I had to fight it for a while before they finally got it fixed.

Their reps were very pushy, too. After a week of my ticket being put in, I received an automated email telling me that, “We see you have a ticket open for the garage door.” It took over a month because they had to order parts to try to schedule between them and me. But after about a week, I got an email telling me, “How's your service going?” And it had questions. “My service is on track,” “My service has been completed,” “My service is not where it needs to be. I'm looking for assistance.” And you check these boxes, and that opens a window for you to move forward with whatever the case may be. "You're all set, you're not all set." “Call us, we'll try and help you.” Every single time I press the button that says, “My service is on track,” in three to four days, they'd send me another email, even though I kept saying it's on track, it's fine, it's good.

I had to call them and say, “Stop calling me, stop emailing me. This is harassment. I understand you wanna make sure I'm happy.” And every single time, I select the box that says, “It's on track.” And their reply to that is, “Well, that’s an automated thing.“ They need a way to fix it somehow. I don't need to be called every three days to find out. If I'm not on track, I know the phone number; I will call them.

But the coverage that I selected is the maximum coverage they offer, the platinum, the biggest plan, and I'm happy with the coverage. I currently have R-12 in my air conditioning unit, and it's been discontinued for a number of years. That R rating Freon runs about $500 to $600 per pound, and the average system has three to four pounds in it. So, if I get a leak, it could be very costly for somebody like myself to get fixed. And based on my plan coverage with American Home Shield, they cover 100% of all of the Freon to be put back in, where other companies don't do that. They cover a dollar amount, or they cover a percentage. And that was one of the things that the previous companies that I left to come back to lied about.

They did not tell me they only cover a certain dollar amount. They told me they covered everything. So, when I realized that, $2,000 in Freon sounds like a lot. It's really not a lot, but the Freon cost $600 a pound right now. In a month now, it's probably more. As it becomes more scarce, more expensive. The fact that they have that ability to do that is stellar of them, and I appreciate that.

I thought, "It can wait six months as long as I don't use ceiling fans and that there is an electrical fire." But my mother's 91 and I take care of her. I suddenly started having reliable people who were gracious and I always pulled out my checkbook and saying, "What do I owe you?" and they would say, "You don't owe us anything." I know I pay online every month and I pay the fees, but it's one of those things that somehow somebody thanked you.

I lived in Maryland for a while and my washing machine broke down and it happened to be a Maytag. I called the Maytag man and he is not lonely because there's not work to do. He's lonely because he told me on the phone, "It's $100 for me to pull in your driveway. After that, we charge 200% for parts and it's $75 for every 15 minutes and blah, blah, blah." I thought, "I'm sorry, I was a single parent mom taking care of my mother." I thought, "You gotta be joking. I'm raising kids and working full time and you want $100 to pull in my driveway." I told everybody I work with the Maytag man is not lonely because they're reliable. They're lonely because their customer service is horrible. So now, I have customer service people who aren't horrible.

I have two addresses on my American Home Shield account, one is in Northeastern DC and the other is in Fort Washington, Maryland. The icemaker problem is for my residence in Northeastern DC and I reported it in April. After the first contractor came out, he ordered a part, then I had to wait a week and a half for that to come in. Then he came back, installed that part, and it never worked. So, I had to wait another week for him to come back to see what might be wrong. He then said that a circuit board needed to be changed. So, he had to order that and I had to wait a week and a half for it to come. Then he came back and installed that. But it still didn't work. Then he was supposed to write up some kind of report and give it to AHS. But AHS decided that they wanted to reassign another contractor.

I would be so happy if American Home Shield could just say that the icemaker needs to be replaced, so I wouldn't have to deal with the repair visits. I've been missing work for these appointments and using my vacation leaves just to wait on the contractors, telling me they're going to be here between 12:00 and 4:00, which is a long time. So, I have had no ice for three months now. I've been getting ice, but it's not the same as ice coming out of my refrigerator. It melts quicker and costs money.

So, I'm a little frustrated with AHS putting me through this and getting some of these contractors that are unvetted and incompetent. They need to start vetting these people. It seems like some of them are you only coming to get the service fee, say anything just to get out my house, and bill AHS for things. Other than that, I'm satisfied with the coverage that I have, though the price goes up every year. All in all, American Home Shield is a reputable company and when asked, I would tell others to try them out. But I would warn them that they may have some bad experiences with some of the contractors that would be sent out to their homes.

The freezer used to freeze, and after he installed that part, it stopped freezing. Also, the ice maker never worked, and neither did the water dispenser. So, he came out and did something, and didn't fix what we originally wanted fixed, and then he made it worse. The freezer is behaving like a fridge. It's getting cool like a fridge, but it's not freezing anything. We've got a second fridge in the basement. It's small. It's really hampered us. But it's been going on for weeks. I tried to get them back out on their own. They were supposed to come after 30 days. I called Moonstar, and they said, “Oh, yeah. We'll call the technician,” and nothing happened.

So, I called them again, and they said, “Yeah, yeah, we'll call the technician.” I called American Home Shield, and I told them the whole story. They said, “Leave it with us.” A couple of days went by, and then they said they were assigning another company. American Home Shield also told us that they talked to Moonstar, and they said that there was no mechanical fault with the fridge. They also said, “Your fridge is fixed according to them.” I said, "No, it's not.” They said, "Okay, we'll transfer the job to another company. But if they come out and they agree with the first one, we'll have to charge you the service fee. If they disagree, there's no service fee, the $125.” So the new company is coming out tomorrow.

If that was the policy, the realtor should have told me that or it should have been in big writing. “That failure of the prior owner to adequately maintain the equipment will nullify your warranty.” That was not what I was told. I was told that I would be covered. So, that was my biggest and worst experience with American Home Shield.

I also used American Home Shield for a couple other repairs to a garage door opener and a sink that went well. I had a repair to refrigerator that went sort of well. It took a very long time to get that one done and ended up with a cash payment. So, it's been a mixed bag. But it’s really the pool thing that leaves a bad taste in my mouth. Communications could be improved greatly. Also, the timeliness of repairs. I had a repair to my refrigerator that they had to go out and get parts. American Home Shield insisted upon buying the parts. I didn't get my refrigerator repaired for a couple of weeks. I had to throw away a lot of food.

I had the same service done last year, though and the technician didn't know what he was doing. He told me I needed Freon. He didn't happen to have any fan, so the real tech came out and said the first tech didn't put a load on the system, which was why he thought the AC needed Freon. It didn't cost me anything, but I was a little unhappy about that.

Just recently, I had an energy service do an audit on my home. They said the air handler in the attic has only one plenum on one side, and this ductwork isn't even metal. So they put in two sheet metal plenums, like they're supposed to be. I called Crispy Air, and I said they have been coming out here for years but no one ever said a word to me about those plenums. They replaced the fan up there in the air handler one time and they added those, but they weren't there. The girl asked the supervisor and he said it was because I have a flat plane air handler and I don't need a plenum. That was not true. So, I was very upset.

The reason I know it’s a flat-out lie is that the Department of Energy and every air conditioner tech that I talked to says you need two, including my friend who was an air conditioner tech for 25 years. He said the only reason I should not have two plenums is if there was no way they could fit them in but there are alternative methods. So, I was very unhappy. I don't like being lied to. There was another incident where it took them three weeks to replace a fan motor. In the meantime, I didn't have air in the middle of the summer. They got the wrong fan, and they got another one, and they kept blaming the supplier.

We had a bad ice storm. It started as snow and it turned into these huge blocks of ice. We were stuck in our house for a couple of days. My hot water heater went out the day after that happened. We had sustained freezing temperature, so it wasn't getting above freezing for 10 or 11 days. Very unusual for Virginia. I did call the second it went out. Somebody called me from the company that AHS had assigned. They came out and said, "Yup. It's broken. You need a new one. And you're gonna have to wait.”

We've been out three days. I have young children. It’s very inconvenient, especially with the cold outside. Couldn't wash dishes. Couldn't take showers. I called somebody. She said, “If you're in a hurry, you could do cash in lieu. And you can just give them...” I said, “Okay. I'll keep that as an option.” It finally came through first thing the next morning. I got an invoice for $2,000, that my repair got approved. But I had to pay an additional 1,800 to bring it up to code. I work in community management and I maintain a large building. I know for a fact if you're replacing like for like, you do not need to permit it. You don't have to do it. So, it was bogus.

I argued with AHS. They said, “We wouldn't do it unless this,” or whatever. And he said, “But I can't even get out there for at least a week, maybe 10 days.” At that point, we’d be with no hot water for almost two weeks. So, we called back. The lady said, “Cash in lieu’s a great option. You can go ahead and get the repairs done. And then we'll give you a price.” I said, “Okay. I think I wanna do that.” I waited for 24 hours, but I didn't get my cash in lieu price. At this point, we've been out for a week. I'm miserable. Everybody's miserable. I called a plumber. He said, “I can be there in the morning, and we can install it.” The price I got from the company, including my portion, was almost $7,000. But when I contracted with a different plumber, they charged me 4,000 and all of those upgrades they didn't need to do. They replaced the hot water heater in a couple hours. And in my mind, I say $3,000 over that.

I got my cash in lieu, and it was $400. I said, “I can't replace a hot water heater for $400. It doesn't even get me the equipment, the labor, nor anything. $400 is an unfair price for this.” AHS said, “It doesn't have to be fair market value. It's just what we'll give you if you don't repair it with us.” So, I put in complaints. All I got was somebody reading from a script. The customer service was terrible. They were unwilling to budge to anything reasonable. It was less money for them if we would have went with my plumber anyway. I understand that they would want to use their contractors. But I was misguided. And when everything was all said and done, I'm out four grand, and they offered me $400, which I'm still disputing. I have not been able to get resolutions. It will be July by the end of the week, and it's not a resolved issue.

AHS had a supervisor reach out to me. Again, it was the script that was upsetting, because I asked direct questions about what to do. “Hey, I got a quote. I asked for the full quote from the company on what this water heater replacement would cost if there wasn't any coverage. And it isn't matching this amount.” Because that wasn't part of the script, they couldn't answer any questions. It was like talking to AI. While this one supervisor reached out to me a couple of times, it was so scripted that I couldn't get any kind of resolution. “Where can I escalate this? Can I make a reasonable claim? $400 is basically a 10% discount off of what I had to pay out of pocket. And you didn't reasonably tell me why I had to pay $1,600 more on your quote with your guy. This isn't making sense.”

It felt I haven't been with AHS long enough. This is an expensive claim that would now put them in a place where they're losing money with my account. Therefore, they were adding in amounts to compensate to be a breakeven with what I had paid so far. It was very ironic because it was very close to what my out of pocket is, monthly, over that time frame. I need to file for arbitration because I'm not getting it anywhere.

I'm not happy with how things go as a whole. I take time off from work to meet with contractors to come to my house. Last year, I was so frustrated with the first contractor for the HVAC. The dude knew where everything was in my house because he had been in there so many times. There's gotta be another way. Being a real estate agent, when I have a client who buys a home, I'll tell them it's ultimately their decision to get who they want. But I would not recommend American Home Shield to any of my clients from my own experiences, though there are folks out there who have a tremendous amount of great experiences with them.

The contractors who have come out are very helpful, knowledgeable, and legitimately trying to fix the issue and doing what they can. American Home Shield’s customer service is great. When you call to initiate a claim, it’s very smooth and it goes well. They're trying to help as best they can. They're not the ones calling the shots, though. There should be a breaking point where American Home Shield can say this is enough and that they’ve caused enough inconvenience for their client.

HVAC is upwards of $10,000 for a brand-new unit. Over the years, I've paid that in premiums. I bought these appliances brand new when I bought the house back in 2017. I totally get it that things break down, which is why I have a warranty. They should either hire better contractors or just replace the system or the appliance once they’ve already replaced several parts on it.

I've been waiting for service for plumbing for a week now. AHS sent me to the company that doesn't do plumbing. They sent me another company. They canceled the dispatch for the company, and they never told me that they canceled. I've been waiting for three days. Nobody calls. I called AHS. They said, "You requested to cancel.” I said I never did. They dispatched the same company to me. I called the company. They said, “We don't do plumbing. We told them a couple of times. We don't do plumbing.” So, AHS assigned me to another company. It has been two days now. Nobody calls me. Use AHS for everything except plumbing.

We'd been with American Home Shield about 11 months and we were debating whether to renew it, then our toilet broke. We just renewed for our second year. We thought long-term and decided that even though we had to pay 125 bucks for the service call, as fast as they responded to fix this problem we had, it was a good form of homeowners insurance or something to fix stuff that are out of my capability. Plus, my capabilities are diminishing as we go each year. I don't want to bend around a toilet on my back. Last time I did this, I had to take the tank off the back of the toilet. I thought, "I'm gonna pay for somebody who knows how the hell to do this." I’d tell people to get American Home Shield. It's worthwhile and the service was good.

I talked to American Home Shield afterward, and they said they would look into it, but I haven’t heard anything back. I also went online to see if they had information about what I needed to fix or replace, but there was nothing. I'd rate my experience a zero because the tech was rude and acted like he didn't want to be there.

The dishwasher had been repaired in the past by a different subcontractor that had to pull it out and do something to it. When he put it back in, he put it in a little bit deeper. The buttons are on top of the door, so it was hard to see. You'd have to push those buttons prior to starting the machine. I may got used to it. It was a trivial item. After this, I thought, “Okay. Well, we'll have them out and have them look at this and mention that.” All of a sudden, they were like, “Oh, no, it was done incorrectly. And therefore, we can't do it.”

We had two different representatives from a subcontractor to American Home Shield. It was from Ameritech. These people that came out didn't speak very good English. In fact, the first one that came out had to say something and put it into his phone, and then show me what it translated to. It was very long, so I wasn't sure what he was talking about. The second one that came out got the door to close, but he spoke so quickly in a different language. Neither one of them left me a written report on what needed to be done. The girl who was obviously from a different country and American Home Shield said, "Oh, no, we can't cover it because it's not under something that we can do.” It was really frustrating.

One of the things that I did understand the latest guy to say is that he'd ordered the parts. So, I thought they were gonna fix it. Then it was like, “Well, how long do I have to wait for this?” Then they said, “Oh, no, we can't do that. You're going to have to get something fixed underneath of the thing. It's leaked.” They weren’t covering it. It was shocking. So, I'm not really happy with it right now. People should be able to speak English if they're in the United States and trying to help other people that don’t speak other languages. Overall, we've been okay with AHS, but in this particular instance, they were terrible. I would appreciate if they would see to it that whoever comes out is able to communicate with the consumer and makes it clear what the problem is, and then put it in writing so it can be referred to. I hope that we can get this resolved at some point.

I've been paying for the service for over four years and have used it twice. I had one hiccup when I needed some leaky faucets fixed, but the claim was denied. They said the fixtures became faulty because the water pressure in the house was greater than it should have been, so they couldn't cover the service. I couldn't fathom that.

I googled it many times afterward because there's a fluctuation of water pressure here in Apopka, Florida. An outside local firm determined that what American Home Shield and the contractor said was incorrect. They told me there was no reason the water pressure would have caused the faucets to leak. They were leaking because they wore out. American Home Shield was willing to reassess it, but it would have cost another $125. I didn't want to pay another $125 for another contractor they sent, so I hired the local firm instead.

I can count on AHS whenever I needed some service done. It's convenient, and they are quick. I used to call AHS. But now, I submit claims online. Last time, my wife called. We had a little problem where she put in the wrong address. She put in for our house when it was supposed to be for the condo. So a lot of times now, I'll put in the request, but I want to make sure that it's correct. Also, you know who the contractors are once you get who AHS sends. Recently, the contractors have been okay. It's hit or miss. On a scale of 1 to 10, I would give it a 7. One thing that I would improve is the pricing, especially when I got two accounts and the monthly payment could be a little better. Other than that, everything's fine.

The only tech that was bad was the fridge guy. He took a blow dryer to my icebox, and that's how he fixed it. He was like, “Next time, just use a blow dryer.” I said, “But you didn't fix the problem,” ‘cause it kept freezing over. He said, “With this type of fridge, this is gonna be a constant problem.” I said, “Then shouldn't you replace it?” He said, “No. If you get a new ice box, it’s just gonna do the same thing. It has to do with the model of the fridge, the Samsung. The Samsung does this.” He basically told me to get a countertop ice maker. Overall, I've had really good experiences with AHS, except for that guy. The price is also worth it, especially the hassle-free service that it provides. It’s gonna be taken care of. And you're not paying a huge amount out of pocket.

I am not happy with the quality of the services that I received last year from American Home Shield. When I had a dryer issue, I raised the service request by paying $100. That vendor installed an oven fuse instead of a dryer fuse, and that screwed up the entire dryer. Again, I have to raise a couple of more requests to fix that issue. So, I need to repeatedly reach out to American Home Shield and to pay for each service request. That is not a good customer experience.

Then, our washing machine broke and Sears was the technician that came out. They sent five different parts, five technicians, and no one was able to repair it. Also, one of the technicians wasn't very knowledgeable. So, we were without our washing machine for almost a month. American Home Shield finally said they were going to replace it. I wanted to get the same washer that I had. In the end, American Home Shield gave us a portion of the cost and my husband put in the difference, so we could have the same washing machine.

Recently, our air conditioner went out over the weekend. A technician came that Monday, the first working day, and he had to replace the condenser. That took him only 30 minutes and we were back being cool again. So my first two responses were horrible, but the third one was great. All in all, American Home Shield is good and the biggest benefit of having them is, if you have a service ticket in, they do send someone promptly. But if they send a technician from Sears, ask for someone else.

I immediately called AHS to report that the issue was not resolved and that my stove was still unsafe. It has now been four days, and I have called repeatedly, asking for a supervisor to contact me. No one has called back. No urgency. No escalation. No concern for the fact that I cannot use my stove because it could literally catch fire. AHS is responsible for ensuring repairs are handled correctly and safely. Ignoring a known fire hazard and failing to follow up after multiple calls is completely unacceptable. I expected protection and professionalism — instead, I received a dangerous “repair,” zero communication, and no resolution.

This is a 21-year-old home, and the HVAC vent had started pulling away from the ceiling beams in the basement. They came in and reattached them for me. They've also done my semi-annual HVAC maintenance for spring and fall maintenance. They did recommend a dryer vent cleaning but they don't actually cover that as part of their services. They recommended somebody. But I found my own place because I couldn't get through to Sears. That was the one time it was like, "Okay, that didn't work." But for the most part, I'm very satisfied.

Having AHS is convenient. It's there when I need it. They're very responsive electronically, which I'm big on. I did one phone call just because I wanted clarification on something, which was last year when I was new to the program. It's very accessible. They're pretty straightforward about how they operate and any fees. The HVAC is a flat $125 fee. To do services that aren't covered, like the vent, I paid for a service. The unit actually stopped working at one point, and they came in and serviced it and figured out what was going on with it, and that was $125 versus however much it would have cost.

I pay almost $100 a month. It's crazy. I've been with American Home Shield since ‘08. I came in at 600, now it's a ridiculous price. Nowadays, it's so hard. They have many other places out there that are much cheaper. I'm considering going to somebody else that's cheaper, but I like AHS. They have been decent. I'm a good customer. Since ‘08, I've never missed a payment, and they don't recognize that. With a customer like that, and I have the platinum package, they should be able to do something for me. But all they do is just keep raising my price up. It's so much money, I couldn't pay yearly. I had to break it down into monthly payments. There's no way I could pay that yearly. That's like property taxes. It's crazy how high it is.

There was another issue that I had with another unit that we have. We had some leaks with the faucet. The contractor came in, took a look at it. He put in a report. And it said that we had to pay him $800 out of pocket because he was basically saying that he told American Home Shield that it was neglect on our part, that we didn't conduct maintenance on the faucet. I said, “How do you conduct maintenance on a faucet?” You turn it on. You turn it off. The damn thing's leaking. You get it replaced. It was a bathroom shower and bath faucet.

We’ve been with AHS for 10 years now, and for the most part, their customer service has been okay. The communication is okay. But oftentimes, it seems like the reps answering the phone are out of the country. As opposed to seven years ago.

One of the biggest benefits of having a home warranty is that it's a safe assurance that you can have your appliance replaced or repaired. And that's one thing American Home Shield has done in the past. They've been very good about responding and either initiating a replacement or doing a repair promptly. But, in the last eight years, it’s changed in their service. The management had changed. Also, we used to pay a $20 service fee. And now it's skyrocketed up to $125.

The tech was awesome. He said that my boiler was not made anymore and that he was going to try to find a part for it. And had he not been able to find a part, then he would have had to replace the boiler. But he found the part the next morning, ordered it and expedited the shipping. I called it in on Monday night and he had the part here and installed by Wednesday night. Everything is working great now. I love American Home Shield. They're reasonably priced, and I can submit a claim right away online. I've had American Home Shield for a little over two years and the only thing that could be improved is the after-hours support because I was on hold for an hour trying to get someone out that night.

I've had American Home Shield off and on for probably 20 years, mostly on. They have become so much better over the years. They're online, click, click, click, and you've got a claim in. But before that, I was on hold with American Home Shield for as long as three or four hours. I just have my phone on speaker, and continue doing what I'm doing. But you couldn't get through to them. It was bad, and a lot of people don't use them for that reason now. We have gotten into real estate investment, and our property management company has recommended that we get a home warranty and it was recommended not to get American Home Shield. But they have not experienced American Home Shield as of late.

I had thought highly of American Home Shield up until the last incident with the electricity, and I also found out that some home warranty companies let you go outside their contractors if they can't get to you quickly. But American Home Shield doesn't do that. Because of this recent experience, I'd rate them 3 stars. But prior to that, I would've given a 5.

My husband's really pleased with it. We pay a bit of a premium because he likes a lot of the coverage. In some ways, it pays off. We did have an issue with an HVAC system. While it wasn't a complete replacement of everything, at that time, we chose to upgrade the second unit on our own, because we were also getting one covered by American Home Shield.

But sometimes, the company that is working for American Home Shield is doing this particular job; they can also go ahead and come in at the same time and afterwards, and do an additional job for you. Sometimes, it makes sense if you're already taking time off of work, or if you have the funds set aside, because you know you might have to spend money on that. Sometimes, the companies will give you a better deal, ‘cause they already know they have one job. They’ll say, “Okay, we'll discount this. Do you wanna get all of this done?” So, that helps for us.

We go online when we submit claims. My husband goes online for ours as well. And we find that fairly easy to do, especially as someone who is really not into technology. We've also had good experiences with the plumbers, the electricians, the HVAC, all the people who've come. Sometimes, we just go right out and replace other things. We've had a washer breakdown. In the end, I don't feel like paying the 135. I'm just gonna order this on sale, Maytag from Costco, and get it. Because I'll calculate everything, and is it worth it for me to spend 135 and the time, and then possibly having to pay for removing of something?

If I do have to replace it, I'll just spend the 500 and have Costco deliver for free, remove it for free, install it for free, and just get a new one. There are times when I will choose that, because I want something new, instead of having my 10-year-old washer fixed. Sometimes, that makes more sense. But AHS is really for the larger items. I don't think we nitpick over a lot of the smaller items. Sometimes, if we just don't know what's happening in my parents' house, we'll call. Because we know, for them, 133 or whatever it is, it's just easier sometimes.

We're still waiting on one electrical item that's been put in. We're still waiting on a fan replacement. But they have to extend it or allow the electricity person to order it because it's such a specific size. It's older, so that doesn't help. Sometimes, it's just easier to replace it.

And if it were my home, it would be different. My parents' home is a small home, so it's not like they even have all that much to worry about. But theirs is mostly a just-in-case type thing, just because you have so many other expenses when you're older. Like upcoming cataract surgery, or all the times they keep losing their dentures. We have a lot of stuff going on. The one thing with my parents, I don't consider it a very expensive item. You can just send this or have them purchase this exhaust light thing for the bathroom. It's not a big one. I'm not happy with how long it's taken, because they are older. And my stepmom doesn't really like to use the other bathroom, because my dad's on a lot of medications. So, I feel bad.

But that's the only thing. Because my husband and I definitely, from our house alone, we really like the people who come in. They've been really good at dealing with my parents as well, which is nice. I don't feel uncomfortable with them being there if I happen to not be there on time. As soon as someone arrives, I drive my five minutes away and get there.

So far, I've really had good experiences with the companies my husband and I have had. They're pretty much the same ones and the ones my parents have. ‘Cause we're just three miles apart. They’re very trustworthy people. I don't feel like they would rip my parents off if they were doing work independently. And they've been considerate when talking to my dad, who's a guy who used to build houses, used to do all this work themselves, and now can't put anything together. They'll listen to him when he's asking questions or telling them something that he thinks he knows. They're quite considerate, and you don’t always find that.

I had them come out for a dishwasher and the technician said that it was the panel that was bad on it. When I didn't hear from them for a couple days, because he said he would have to bring a panel to fix it, I contacted AHS. They said, "It's declined because you have a rodent problem. It chewed through all your wiring.” The tech never even looked at my thing. All he did was open the door. AHS said, “If the second opinion is the same as the first, then you have to pay another $125.” I said, “Screw this,” and I'm gonna drop them. If they aren't going to be truthful with me, because there was no rodent problem. The guy never mentioned anything about a rodent problem. He said the harness was chewed through. He never took the dishwasher out to even look at the harness. I don't know what he's talking about.

The dishwasher leaked around the seal. The tech replaced the seal, and it still leaked. He came back and adjusted the seal again. He said one of the motor's solenoids was leaking. So, he ordered that part. When he was ordering that part, the dishwasher started to leak again. When he came back and installed the part, he readjusted the seal again or replaced it. When he first came out, he was high. You could smell the ** coming off of him. The other issue was he scheduled appointments without consulting with me. He just showed up whenever he wanted. Also, I have water damage on my flooring. I have to replace it but AHS doesn't cover that.

The tech explained that he was only a single person company and that he maintained everything. So it was very hard to get hold of him. In the end, it took me two months to get my dishwasher fixed. All in all, I don't have any problems with American Home Shield because the problem is with whoever is coming for the service. I would advise anyone considering getting coverage with American Home Shield to be cautious of the third party they're dealing with. We don't have any option to choose the contractor, but if the third party sometimes takes longer, we have to deal with it. The other thing is, when I call the customer service for American Home Shield, the call center is outside of the country and sometimes they don't understand things which is frustrating, too. Also, the price is a little high and when I changed my service to premium, I didn't get that premium service.

The tech was the best. I was pleased and excited that he made everything happen for me. The protocol is for the techs to do an observation, go back to the office and then come back to do the work. He did everything right then and there. He said if the meter reads a certain amount, American Home Shield will cover it. The meter read whatever he was talking about, and he just did the work because he had the piece that was needed in the car. It was a big pump and he replaced it and sealed it back up. It was beautiful. He adjusted the heat and the pressure and gave me instructions. He explained everything that he did and asked me if I had any questions. He was at my house for a total of 30 minutes. I was very impressed. I had an amazing experience, but I always do in the 20 years that I’ve been with American Home Shield. I love it and I always tell people they should get it. I was just telling somebody yesterday.

There were some other issues. Firstly, they came, they repaired the dryer, and the next time I used it, it was an issue again. So they came back, and they told me that I need to first clean the vent. I actually hired another company, and we installed a brand-new exhaust system for the whole thing. So now, I'm waiting for them to come back. I called American Home Shield twice. I called him again yesterday because I was a little bit confused. The company was supposed to call me. They said they did, but they couldn't reach me, which I found hard to believe. It's just been a little bit back and forth on that one, and I really want to get this done so I can start using my dryer.

Sometimes I feel like it's American Home Shield. I'm sure they hire people who are just looking for work versus more established people. I’m giving them another 48 hours. If I don't hear from anyone within 48 hours, I have to call back AHS, be on hold, all that stuff, and it's a little bit annoying. But their people who answer the phones are very sweet; it just takes a long time to get everything settled. Also, if the price goes up again, we're probably going to cancel AHS. Because we're getting to the point that there is no ROI for us on this. We just probably wouldn't continue with American Home Shield.

We had to call back in to American Home Shield and let them know what was going on. We have been without a refrigerator at that point almost a month and we have to end up having to rent a refrigerator until they could come back out. They ordered the parts. Three weeks later, he still hadn't come and put the parts on. When he finally came out, that didn't resolve the issue. American Home Shield then decided that after they had already ordered $1,400 worth of parts and servicing to pay him, they were gonna say it was not replaceable anymore.

When it came time for the replacement part of it, they told me I had a max payout of $2,000 but because they'd already paid out $1,400, they would only give me $558. I asked them for proof of the receipts but they wouldn't provide them. They told me I was just stuck with that amount. I ended up having to buy a new refrigerator, but they still haven't even sent me the 500 and some dollars that they were supposed to give me.

I've canceled American Home Shield since then, and I wouldn't allow friends to consider them. I would tell them to get the warranty through the manufacturer, not through a home warranty, because it's not the best experience anymore. It's a waste of money. You pay a monthly fee and when you file a claim, you got to pay another fee only to be told that you're not going to get it covered. I wish American Home Shield would stand behind what they say they're going to do, and that they would hire quality people that do the repairs because this is not the first time I've had an issue in the 6 years that I've dealt with them.

The last guy who came to put the Freon, because I wasn't home, my dad was, wouldn't move the refrigerator. My dad has a bad shoulder, so he can't do stuff. I called my dad and told the guy, “Whatever I have to sign, my parents will sign, just move the refrigerator. My dad can't move it.” He gave me a hard time with that. The company, Sears, was not a good decision. I would not recommend them anywhere, not even to my worst enemy. But I'm very satisfied with AHS. Whatever they told me over the phone was exactly what they did. I'm very happy with that. Also, in my contract with them is I have to pay the 125 for them to send out contractors, and they cover everything.

The only concern I have is the refrigerator. We're covered for install and haul away, but we ended up contacting three different companies to get my new refrigerator installed and the old one hauled away. The original company was fantastic but they only do installs. We called back to American Home Shield and they gave it to another company. They came out, removed the old fridge, and installed a new one. Then I had to hire a plumber to install the AO system. Here in Arizona, we have bad water and according to the law, we can't hook it up directly to the line because it'll just destroy the refrigerator. I got a company coming out to pick up the old refrigerator today. The whole process took about three weeks because I had to reschedule the install because Whirlpool couldn't install it. American Home Shield was quick and efficient but they couldn't find another company that does all three.

This is the second time the exact thing has happened. A few years ago, we had an issue with our oven. Quality Appliance came out. They communicated really well and the guy was super nice. We had to wait for the parts then we had to wait for him to reschedule the appointment. He came back and put the parts in, but the oven didn't work. We had to get back in touch with American Home Shield. They then, at that time, had to escalate it to a GE repair specialist and I had to wait for that guy to come out. He came out and had to order a different part, and I had to wait for those parts to come in. Once they came in, I had to wait for another reschedule. It took seven weeks to repair the oven. Now, the refrigerator is almost a carbon copy of that situation. It's been five weeks so far, and I'm still waiting.

Today I called the second repair company that American Home Shield has sent us to for this refrigerator to find out what the status is. The lady told me that they were waiting on American Home Shield to get to get approval to order parts. I called American Home Shield and they said that's not the case. They contacted the repair place and told them they don't have any requests for parts ordered. Supposedly, that company is gonna call American Home Shield and put the parts request in today. But it's been an absolute nightmare. To be seven weeks without an oven and to be already five weeks without a refrigerator is absurd. The turnaround time needs to be improved. I don't know if they have other repair companies that they contract with so they have more options in the area.

I don't know if I'm gonna keep American Home Shield or not. The only good experience I have had with them was when we had an air conditioned unit that had problems, that went pretty smoothly. The app has gotten much better over the past several years though. Three or four years ago, it was awful. Then they revamped it, and they made it where you could place a service request on the app without having to call in. Calling in a few years back, there was a wait time never less than an hour, and that was the only way you could file a service request. If you use the chat app or if you call, you can usually get somebody fairly quickly. But they don't really go out of their way to try and help you in any way.

Having American Home Shield gives me peace of mind. I have them since I was in my 20s, which makes it 30 years, and most of the contractors they sent out were really good. Everything else works great and it would be even better if anything that could go wrong in a house could be covered, but I understand why they can't do that. Also, I wish the price was a little bit lower, especially since I pay the service fee when things need to be fixed as that's about what it would be costing me if I just did it myself. But it makes it easier not to have to schedule and call someone then try to figure out a good person.

I called they said both would be refunded by Saturday. I simple asked for an email confirmation stating that and they blatantly refused saying they don’t send out emails (they sure send out spam emails). That in itself is very concerning, you also cannot speak to a supervisor or any level of management and they will hang up on you if you tell them you need to speak with someone else. I then called back to just cancel the policy and they refused to allow me to do that either, however, the only way to cancel is over the phone. I then spent over four hours on the phone being hung up on each time getting nowhere. They still refused to cancel my policy. This is very illegal. I am just going to have to change my banking information I guess to prevent them from continuing to take funds. My advise; do yourself a favor, save your time and do not get involved with this crooked company!

The nighmare begins, they claim I didn't request to use my own contractor, they deny my claim, I ask to escalate to management to appeal, promised return call three different times, no one ever calls. Forced to repeat story 10-12 time over the last two weeks. Finally get fed up and ask to have contract cancelled, told by the typical-barely-speaks-English phone center person that they can't do that, someone from membership services will have to call me. I wait, I call back 5 days in a row, no one ever calls. I finally resort to calling my bank and instruct them to stop payment from our account to AHS. As long as they were TAKING money from me every month we were best friends. When I needed to HELP me our relationship soured. Terrible, horrible, useless scam of a company. Wouldn't wish them on my worst enemy. Avoid American Home Shield like the plague!

The only thing is American Home Shield needs to have some more contractors on their list. As I've seen over the years, contractors come and go. But these are contractors in Florida, so it might be different in other states. Other than that, American Home Shield pretty much gets me the good folks that are licensed and bonded. Their pricing is very competitive as well. They may be a tad more pricier, but the service is what I'm after. They have an excellent coverage. They've actually improved their coverage over the years.

I loved both the electrician and plumber who came in. They were such professionals. But I called in this claim to American Home Shield and it's always hard to get through. Also, the people that you get through to are some of the hardest folks to understand. Aside from that, I would lose some of them, so I'd have to hang up and call back until I get somebody who could understand what I was saying and I could understand what they were saying.

Other than that, I have American Home Shield for at least two years now and I have been pleased. Being a homeowner, you never can be too careful because things are going to break down since they're man-made. So, I would tell my friends to go ahead and get American Home Shield, then they will be able to rest. If something happens to their appliances, they won't have to pull their hat because they know they're covered. The price is good, too. I was just wronged the first time they sent K&S out. It was a nightmare and that guy was the worst of the worst. So, I was kind of fretting because they were going to send K&S out again, but they sent a different young man and he was a blessing.