American Home Shield Reviews

I’ve been with American Home Shield for about three years now, since I bought my building, and they have replaced the washer and the dryer. The warranty is handy and I have no complaints about the repairs. The techs who have come out are excellent. The vendors that they choose to partner with for repairs are good. But for the most part, 90% of the reps I’ve talked to speak English, but it's not clear, and they don't help you as far as getting claims done the correct way. They try to make you put claims on each thing separately, and I've been trying to work around that and figure out why they do it that way, but that's currently how they do it.

When you ask a question on the phone, the reps don't give you a general answer. They give you an answer off a piece of paper. Then, when you try to put the claim in, it's not always accurate and when you have them pull it up, the last person you talked to did not correctly put it in the file. And I dislike that.

I’ve been with American Home Shield for a year and it feels like a safety net that you're able to call someone. The disadvantage is you don't know if it's going to be covered or if it's going to be approved or denied. But so far, I haven't had that experience. The customer service was average. When you need to escalate a complaint, it is a very troublesome process. It's almost like someone's reading from a script, and you're trying to tell somebody in real time what's going on. You have to ask for a supervisor, or there's no follow-up. I was told someone would contact me, but I never received a contact from a supervisor or anybody who was able to get immediate results.

I had to call back and ask if there was a supervisor or escalation specialist I could speak to. This was on a second occasion with the same company I was having an issue with. I spoke with someone, but it felt like they were also reading from a script and just said they would send an email to the company. That didn't help when it was 100 degrees and no one had shown up four hours after my appointment window. The communication with the contractor was bad. One technician came out to do a diagnostic but didn't have all the tools, so the visit was a waste. He said he'd be back the next day or in two days, but he never showed up. I had to call again, and they said they didn't have the equipment yet and would come out the next day. They kept giving me appointment windows, but they were late or no-shows.

The technician said he would call me on Monday, but he never did. Later, they scheduled another appointment, but no one showed up, and nobody called me back. The technician eventually arrived four hours late after telling me his truck had broken down, but no one from the company communicated any of that. This whole process took two weeks to get my air conditioner fixed. I only had to pay my deductible, but having to deal with that type of company was excruciating.

In July 2026, AHS’s own contractor confirmed the evaporator coil is leaking, cannot hold refrigerant, & that the condensing unit must be replaced to match the coil per NC AHRI requirements. These components are explicitly listed as covered parts, & the plan includes a $5,000 coverage limit for HVAC systems. The contract also states AHS will cover necessary compatibility upgrades when replacing an air conditioning system.

Despite this, AHS demanded thousands of dollars in “non‑covered costs” & offered a small “credit” that is nowhere in the contract & far below the coverage limit. They are misclassifying required compatibility components as “upgrades” to avoid paying what the contract requires. Customer service has been equally unacceptable. I experienced repeated call hangups, abrupt transfers, long holds with no return, & contradictory explanations. Representatives used pressure tactics to push charges that conflict with the written contract, including attempts to convince me that clearly covered items were “upgrades.” At one point, an agent disconnected the call immediately after I cited the contract language.

This pattern shows clear avoidance, manipulation, & bad‑faith handling instead of any genuine effort to resolve a covered breakdown. AHS has failed to repair the leak for years, refused to replace covered components, refused to honor the coverage limit, & attempted to shift covered costs onto me. Homeowners should be aware of these practices before relying on AHS for critical home systems.

Like many people, I felt confident when I signed up. The coverage sounded reassuring. Unfortunately, my experience didn't match those expectations. I was paying about 75 dollars a month, and when I submitted my first claim, it was denied and they called it a pre existing issue. That immediately made me question the value of the coverage. It also made me think how frustrating it would have been if I had faithfully paid those premiums for years, only to have my first claim denied when I finally needed help.

Based on my experience, that possibility is something every potential customer should seriously consider. The claims process, communication, and overall experience completely changed my opinion. What disappoints me most is knowing that I recommended American Home Shield to so many buyers and sellers over the years based on trust. I sincerely regret those referrals. If you are considering purchasing a home warranty, please read reviews carefully, understand exactly what is and isn't covered, and make an informed decision. Based on my personal experience, I can no longer recommend American Home Shield to my clients, friends, or family. I hope sharing my experience helps others avoid the same disappointment I went through.

We were not looking to buy a new system. We simply wanted our A/C repaired—the very reason people purchase a home warranty. This situation is especially urgent because we have a **2-year-old child** at home and an **expecting mother** in the house. What is even more concerning is that our service request was **closed as if the problem had been resolved**, even though **absolutely nothing was repaired**. We were left with a broken A/C and no resolution.

After doing some research, I found another American Home Shield customer who gave this same contractor a **1-star review**, describing the exact same experience: they were pressured to purchase a new A/C system because the contractor claimed AHS would not pay for the repair. That is exactly what happened to us. The contractor's only solution was to finance a $12,000 replacement through his company and then effectively told us not to contact him again.

The most disappointing part is that American Home Shield continues to use this contractor despite multiple customers reporting the same behavior. After faithfully paying premiums for seven years without making a claim, I expected a company that stands behind its customers—not one that sends contractors whose primary objective appears to be selling expensive replacements instead of honoring the purpose of a home warranty. If you're considering American Home Shield, be aware that paying into the plan for years does not necessarily mean your covered repairs will be handled when you finally need them.

Mind you, the dryer vent had been cleaned out prior to technician getting here. So that just tells me the tech didn’t want to fix the dryer. Called AHS one more time to get the issue fixed and kept getting passed from one representative to another to finally be told that it was not their problem and I would have to pay another fee to get it looked at because it had been over 7 days since technician had been out. There again, it took over a month for the tech to even turn in his report. I’m done. A customer should not have to pay a service fee for a repair that was never properly handled. I will be cancelling all of my properties service contracts.

It's been three weeks with no air now. I don't even have air still. I'm still waiting on them to come out to put the compressor in because they don't have the part in stock. They're telling me the 20th before they even get the part and I don't know how long before they schedule to come out to replace it. Once they get my AC back up and running, I'm gonna wait those 30 days so I can make sure it's working properly and I'm going to see how much it costs to break my contract because I'm going to go with another company.

I'm 62 and I manage property up here for a company. We have 300 rentals. I am pretty good with dealing with home warranties, and American Home Shield is the worst I've ever had in my life. We had no air conditioner and they wanted $21,000. The quote was for a four-ton unit to replace the five-ton unit that I have. I called them back and they said the guy made a mistake. They sent me a new quote which was for another four-ton unit for $9,800.

I called an air conditioner company that's reliable and trustworthy. I had them come out to my house for a second opinion. They got up in the attic and found out that the attic portion was bad, not just the fan outside the condenser. The original guys wrote the condenser coil as normal wear and tear but the new guy said it was not. But that's how they denied this $4,000 some odd dollar claim - they called it normal wear and tear. Also, everywhere in the policy, it says condensers are covered. Here in Arizona, it's 120 sometimes in the summer, and it's getting hot. I had to borrow the money and have them put it in because it was so hot.

American Home Shield offered me $375 to start out with. I called them and wanted to talk to a supervisor but they don't have supervisors. They have an escalation line, so you can never get to a point of talking to anybody. Normally out here, the warranty companies have a local rep you can talk to. But it's not the case with American Home Shield. I told them the unit up in the attic was defective but they didn't bother looking at that, and they quoted this $4,000 that wouldn't have fixed the whole problem. It wouldn't have worked, and we'd have poured all this money in a remedy on an old unit. My house is 2006, and I have receipts of upkeep for the last three years on my air conditioner doing servicing.

By this time, the guys changed out the whole unit, and I paid them the $8,000. I called American Home Shield back and argued with them. They offered another $500. I told them I was going to the Better Business Bureau, and that I wanted to go to court. But they didn't care. I took the money only because I had to. After borrowing $8,000, I had nothing left to do anything with. I had to take it. It was a forced error that I knew I probably shouldn't have, but I couldn't help it. Otherwise, I'd be borrowing more money. I just started Social Security then all this happened. Why do you have a warranty company if it's no good? That's the way I feel about American Home Shield. That was the worst experience I've ever had.

The owner of the company called and asked me to give him a good review. But then I found there's a little drip just above after they had the plumbing back on. The guy said it's a pinhole and I have to make another claim. I asked would I make another claim, that it's something he worked on. I called the owner and he said he has to come over and look at it. They said they would come out last Thursday, buy they didn't. I called them again, but they never came back out. They want me paying another $125. Every time you make a call, they get the extra money.

I reached out to American Home Shield but they told me the same thing. They said it's different because it's another pipe, it wasn't the pipe the plumber worked on. I said it's adjacent to that pipe where he worked on. How do I know he didn't loosen that part where they meet? Maybe I can call another plumber or I pay another $125 and request for American Home Shield not to send that person out because I think they're just trying to run a scam on me. I'm very dissatisfied.

One of the guys who came out recently was a big guy. I'm 5'11" and I was looking at this guy's chin. He's got me by 80 pounds and I'm 190. And he was laying on the floor. First thing he did was he put these little booties on and I told him that those were not necessary since we were going down into the basement. He apologized because he'd been working and it was late in the day. So he'd been in the heat and the ugly. His T-shirt had some dust on it from laying on floors and he also apologized for that. I told him there was no need because my floor is bare. So, we went down there, he wired in my condensation pump perfectly for me, and took care of the air conditioning. Roughly, he wasn't here 30 minutes before he had the AC up and running.

For this claim, the AC took a flying leap and it was on a Thursday, when I realized it was dead. I called American Home Shield early Friday morning and I got in touch with the vendors on both ends. I wasn't worried about the plumbing issues but the AC was getting ugly because we had that heat wave coming. But they got the guy out here that Monday. So we weren't hurting at all in that respect. To those who are considering getting American Home Shield, I'd encourage them to do it. I've been in the service business and the fire service all my life, and things are so gosh darn expensive now. If you pay for a home warranty through a year and you blow an air conditioner out, you're going to get your money back. Like any insurance, you're gambling. So it's a good gamble.

American Home Shield is there when you need them. They get back to you quickly or you get somebody right away, and it costs a bucket of quarters for the deductible. I had to pay two of that recently because I had a plumbing issue and an electronic issue with the furnace. But if I call a vendor on my own, there are some AC companies that charge what they call travel time, so they charge you from the time they leave their building to the time they get to your home. And that's a hit in the head in that respect. So, if you're going to call a vendor, it's going to cost you a lot more.

I call my claims in. It's easy, but time-wise, it's hard. They always tell you to get online, but I'm not a person who likes to be on the computer. I'm not good at that. It's better for me to call. So sometimes, it depends on the wait. But usually, they'll make the claim and send me right away what appliance person was to come, and let me know when they're going to make an appointment. The recent one was on a Saturday. Come Monday, my husband called and asked them when they can come out so we usually don't wait around for them to call us. The people that AHS has contracted with have been good. They know what they're doing. Good customer service and turnaround is good as to once I put in my request.

My washing machine laked. The contractor ended up replacing whatever part leaked. Also, my washing machine used to shake a lot. A couple of times that we've had washing machine problems, we have told them about that, but they said that's just the way it was. This person who came in and checked our washing machine said it was a shock. They replaced it. I'm happy. My machine works like brand-new.

He said that the parts that were put in were like universal parts, and they really don't work on this particular Maytag machine. We need to use the ones that belong in there. So, that guy called me back a few times, and there was some kind of holdup with Home Shield. When I talked to them about it, they wanted to send Avantis back. I told them there was no way in hell they're sending them back here. As it is, I waited all day for these people to come. He came at the end of the day after he made all his calls for the day. It was about an hour after the window closed, which was an all-day window. Somebody should have had the decency to at least call up and say, "Look, we're not going to be able to get there till let's say 4 o'clock. Okay," so I wasn't a prisoner in my house all day.

I finally got a supervisor on there from American Home Shield. I know they send these people out. They did one or two other things for us that were excellent, but I told them I'm not having them back here. First of all, they claim they fix appliances. I told the supervisor, "It's not fixed." So, she said to me that she would refund the $125, which I said, "Okay." This has been going on for a while now for the service call part of it that they charge. She finally did. I think that went through yesterday. But she wanted me to make another appointment. She said I could start all over and make a new appointment. I said, "Well, I ain't gonna pay another 100 and a quarter until I get back the one that you told me you would," which happened yesterday.

In the meantime, I got this guy that I was using to come over here, and it's not making as much noise. I'm going to wait a little bit and see how it goes with that. The other one with Avantis was a complete waste. Then the third one they didn't want to even acknowledge that part when I was talking to them. As far as submitting a claim, there didn't seem to be any problem at all. They took care of it. They can only go as far as the place that they're sending here, calling me up to make the appointment. But each time that I call them, not that I've called them a lot, but it was a couple of different things. The people got back to me fairly quickly, especially the first time around. It was an AC thing.

Overall, my experience with American Home Shield has been good. They've been fair. The lady refunded the initial $125 they took because it wasn't fixed. Then she finally realized that I refused to have that one company they were insisting to come back. What got me is I don't think they understand that these people did nothing. The first people, at least, they put some parts in. The stuff that came to the house that was mailed here. They did that. I don't understand why they kept on wanting to send back the company that didn't do a thing. Somebody was missing something somewhere.

Because of that, we also obtained a separate HVAC inspection, which specifically inspected the air conditioning system and found no pre-existing damage. Despite providing this documentation, American Home Shield appears to be ignoring the HVAC inspection entirely and relying only on the general home inspection to deny our claim.

For the past three days, I have repeatedly tried to speak with a supervisor or someone with the authority to review all of the documentation. Every time I call, I’m placed on hold, transferred to an escalation specialist, and told only that “a request has been put in.” No one has called me back, no supervisor has reached out, and no one has explained why the HVAC inspection is being disregarded.

I call every 4–6 hours hoping for an update, and each time I receive the same response. It feels like my concerns are being brushed aside rather than seriously reviewed. Living in Phoenix, Arizona, without a functioning air conditioner is more than an inconvenience—it’s a health and safety concern. We have a toddler at home, and the lack of urgency and communication from American Home Shield has made an already stressful situation even worse.

At this point, my biggest disappointment isn’t even the claim decision—it’s the customer service. If the company is going to deny a claim, the least they can do is thoroughly review all of the evidence provided and communicate with their customers in a timely and respectful manner. Unfortunately, that has not been my experience.

On 07/17/2026 I spoke to someone at the escalation dept. who instructed me to find a local licensed appliance repair company and have them call for instructions for sending in the invoice. On 0716/2026 the local appliance repair co installed the door. I called AHS when the contractor was hear and they said to send in the diagnostic report in with the invoice. The contractor wrote on the invoice that the door would not latch and he replaced the door assembly.. I called AHS today and they said that they could not credit me back the $180.00 that I paid for the repair because they did not talk to the contractor. He said he can only give me credit for $125.00 because he didn't follow their guidelines which we never got. To make a long story short, I finally got my refrigerator fixed 7 weeks later with numerous calls to AHS with no help. That $55.00 you shorted me cost you $1,788.00 per year! Hello 2-10 Home warranty!

When I filed the claims, they responded very quickly and told me who to call to get an appointment. But if they're gonna reach out to the people and assign me a number telling me to call these people, then why don't they just make me an appointment and give me a response back to tell me when they are coming? I'd tell others not to use American Home Shield. They're a rip-off. They don't do what they say they're gonna do.

The only one that we were disappointed with a few months ago was the roof company. They were not professional in the way they scheduled. It took so long for them to come to fix the roof. And I had to wait almost one month to have the roof fixed. Also, sometimes calling AHS during lunchtime is really hard. But compared to Old Republic, AHS is way better.

The app was fine. I used the website to order the service, and after I filed the claim, I got the information on the app. I'm not computer-savvy, though, so I didn't know how to file the claim on the app. I just waited and called in instead. I have the Platinum plan and I've been an American Home Shield customer for many years across different properties. I'm always very satisfied with everything they do. Everything's always perfect with them.

I've been losing so much money paying the $100 service call and not getting any repairs. It's like throwing my money away. Their contractors are very slow too. For the AC, they don't come out for another 10 days or two weeks. We also have to do most of the work for them before they can do the work. For plumbing, they wanted us to dig to make sure that we find the leak before they would come out to do the repair. They also said we had to clean out all the water before they would do the work. We had to do all the work for them, show them the leak, and then they could do the repair. Finding where the leak is is the most difficult part. When the leak is found, it's just a quick and easy repair. American Home Shield is not worth it.

The only thing that I don't like about it is I live in South Arkansas, and when I have a claim, if it's anything like central heat and air, AHS sends a service provider from Texarkana, which is two hours away. I've been told by the local central heat and air people that they don't work with AHS because it's hard to get paid. AHS should be able to find a service provider that's a lot closer to where I live. It would make everything work a little better. I don't know why they can't pay the providers timely so that they could work with some local ones.

We have several central heat and air service companies in El Dorado and Union County. For appliances, AHS sends someone from Monroe, Louisiana, which is an hour and a half away. I've been told it's the same thing, because we have at least one person here in Union County that's a good appliance repairman, and he said that he had tried working with different home warranty companies and they don't pay timely.

I've used American Home Shield for a number of things aside from the air conditioning, such as for electronic issues and when the electrical outlets in my house stopped working in a section. All in all, it's been relatively okay. I've kept American Home Shield for a reason. They're there when I need them. I just wish they were a little faster.

I was able to set a date with them, which was the past Monday, July 13th, and he came out. He said that I had a cracked coil on the air conditioning unit outside and that I had to call American Home Shield. I told him I'm not accustomed to doing that. Usually, the contractor takes care of everything and arranges to have whatever it is fixed or replaced. But I had to end up calling American Home Shield three days later and American Home Shield was telling me that they had not heard from him. He had not given them a report at the time. While I was on the phone, they texted but he never responded to the text. I called American Home Shield later and they tried to reached him on the phone but said they couldn't.

I told him the other day I'm here in the Washington, DC area and the temperature was 103. It's been a week or so that I've gone without air and I don't really have any indication of when it's going to be repaired. What I found out in talking with American Home Shield is once they get a report from this contractor and if he tells them that the coil needs to be replaced, American Home Shield has to order it and ship it to them to install. So we're looking at another week or so before that can happen.

I called him yesterday and said he was going to go ahead and respond to American Home Shield. Now, whether he has done that or not, I don't know. But with that attitude that he has, I don't know when I'm going to have air conditioning. My wife is on my back. We're suffering 103-degree heat. Other than this one contractor that is giving American Home Shield a black eye, I would recommend them because I've had excellent experience with them in the past and I've had family members that have had excellent experience with them. The price is also competitive. The website works well and calling works well too. They have a large volume of calls so they allow you to have them call you back, which they do in a reasonable period of time.

About five years ago, I had to have my hot water heater replaced. I wasn't as happy with the way that one went down, but I also understood what American Home Shield was saying. I've been a customer of theirs for a lot of years and the good news for them is not much has broken down. They aren't lying on TV about what they'll do. Clearly, I am the living proof that, when something breaks and it can't be fixed, they'll replace it. The price is always too high but everything is too expensive these days and I also understand. They can't just give stuff away and not be paid. They got to make money too. It's a fair value for fair service.

American Home Shield got somebody out here quickly and had a garage door opener replaced. The young man who came out was very nice. But the springs were not replaced. They were the same 20-something years old as the garage door opener, and I asked if they could do both at the same time, but they said I had to wait for the springs to fail before they would do anything about them. Even with the warranty, I still ended up paying about $900 because some things weren't covered. The garage door opener required a battery backup, which I didn't know until the technician arrived. The garage door wheels also weren't covered, so that was another $450. And later, I found the prices seemed higher than the average rates in California. You're kind of stuck because they were already there doing the work, and you don't have time to shop it.

Another thing I don't like is that my monthly rate keeps going up without any notice. It just shows up on my credit card. American Home Shield should let customers know ahead of time when the rate is going up and give us the option to decide, just like the credit card companies and other companies do. They need to be more transparent in that area.

When Airbnb's insurance representatives investigated the loss, my claim was denied based on the plumbing contractor's conclusion that the damage resulted solely from normal wear and tear rather than a damaging event. I strongly dispute that conclusion. I requested an explanation and supporting evidence for that diagnosis but was unable to obtain one. I also requested that American Home Shield investigate the contractor's findings. In my experience, that investigation was delayed for approximately eight months, and it was not completed until after my annual contract had expired. The investigation ultimately appeared to consist only of asking the contractor for additional information, and I was informed that no further explanation would be provided.

I later consulted other licensed plumbers who indicated that damage of this nature could have resulted from causes other than ordinary wear and tear. Unfortunately, by that point the repairs had already been completed, preventing an independent inspection of the original condition. Based on my experience, I believe the contractor's diagnosis was accepted without meaningful scrutiny and was used to support the denial of my insurance claim. I believe the actions of American Home Shield and its contractor demonstrate a lack of transparency and raise serious concerns about whether customers are receiving impartial evaluations when insurance coverage may be affected.

I am requesting that American Home Shield provide all documentation, notes, photographs, and evidence supporting the contractor's conclusion that the damage was caused solely by wear and tear. I also request an explanation of the investigative steps taken in response to my complaint and why the investigation took approximately eight months to complete. If the company stands by its contractor's diagnosis, it should be able to produce evidence supporting that conclusion rather than relying solely on the contractor's unsupported opinion. I believe consumers deserve unbiased assessments from contractors dispatched by their home warranty company, especially when those assessments can directly affect insurance claims and significant financial losses.

The representatives at American Home Shield are generally good. They don't resolve anything quickly, but the people that you speak to are very nice. They're in another country somewhere, and their ability to resolve the issues is not great. I would not recommend AHS to a friend, but their prices are lower than others. I would love to switch to Old Republic, but their prices are higher, and price point is a big thing for us.

American Home Shield covers plumbing, HVAC, and all the appliances. When filing a claim, I call them and it'll go to a recording prompt. Then I tell them what I need done, and they will do the claim. I have to pay the deductible upfront then they will assign a contractor. Normally, the contractor will call you to set up the appointment date and go from there. Each time I had one to come out to check an appliance, I never had any problems. They come out and try to do the best job that they can under the circumstances. It was always prompt and when they say they're gonna be here, they're here. They're very respectful of my property and appliances. They would take the time, check it out, diagnose it, and let me know what they found was wrong and how they are going to fix it. Majority of the times, it's done with no problems.

The only problem I have with American Home Shield is, when you call and make a claim, sometimes they drag their feet as for setting up a contractor or getting a contractor to call you to set up an appointment to come out and service whatever equipment or appliance you have an issue with. When you have to call back and tell them you have not heard from a contractor, they will tell you they will call the contractor and find out. They should have done that in the beginning instead of having customers wait a day or two before they have to call back to get someone to come out or to find out when they're going to come out.

When I'm paying for a service, I expect to have some prompt service. I shouldn't have to call back to ask when will I receive a call from the contractor or did they call to make the appointment with the contractor. I shouldn't have to wait three or four days to get someone to respond back. I also put in a claim once for my refrigerator but American Home Shield dropped the ball because no one could find the part and I was without a refrigerator for almost a month. I had to keep calling back because they gave me the runaround. Then they finally decided to replace the refrigerator because they could not fix it.

Recently, Kelly's Plumbing came out to check our water heater but nothing was wrong with it. They just looked at it, which is disappointing when we paid $100. We just needed to have it serviced again, which they couldn't do. We did which we normally do every year. But then we got a letter that said our claim had been denied and it sounded like our water heater is never going to be covered again. I have yet to call American Home Shield to confirm. I only deal with my sales rep, Wendy, so I don't ever have to call into customer service, and that's a huge benefit for me. She makes it easier. The price has gone up significantly though. I've been considering canceling American Home Shield, but I don't know if I can.

To start with, they contracted Sears to fix my fridge. Well, the ONLY way to talk to Sears is to talk to their AI agent. You cannot get a hold of their techs or a live person anywhere, which means that I have no idea what's happening on their end. They continue to schedule appointments without contacting me and without providing a reason for the appointment. Their parts department sends the wrong part 3 out of 4 times, and when they sent the right part, it didn't even work. Not that it didn't fix the problem, it performed worse than the part it replaced! My compressor fan was running with my original control board but the interior fans weren't.

When they replaced my main control board with their 'new' part, it didn't fix the interior fans and it stopped the compressor fan! The Sears tech, Kevin, straight up told me on his first day out that he wasn't a refrigerator repairman and wasn't sure what he was doing. 7 weeks and 6 appointments later (each appointment of which was an all-day window requiring my wife or me to take the day off work), he finally gave up and told me in person it was un-repairable and he was submitting his notes so that I could get a replacement. Only he didn't submit his notes. I had to wait for another AI scheduled appointment 2 weeks later before he finally submitted his notes.

I called AHS that day and they noted the un-repairable notes had been submitted and that I would get a call from their replacement department within 24 hours. 24 hours later (9 weeks and counting), no phone call. So I called AHS back, and the tech that answered on that day said there was no such un-repairable note from Sears and that the ticket had been closed out as 'repaired' and complete.

After a frustrating 20 min conversation (after waiting on hold for an hour), I was told that they would escalate the issue but that escalation team was unavailable at that time and that they would call me back within, you guessed it, 24 hours. Well, 3 days later, after receiving no phone call, I called them back. The tech told me the escalation department would call me at any time and that there was nothing they could do besides wait for that call. They couldn't call their escalation department; they couldn't walk down the hall and talk to their supervisor, nothing. Now at 10 weeks, I finally get a call from Mary in their Indian based escalation department. She has no record of Sears providing an un-repairable notice, and the ONLY thing she can do is send Sears an email and call me back... within 24 hours.

There is no workaround for AHS to realize that after 10 weeks that my appliance needs to be replaced regardless of what their process says. There is no escalation that doesn't involve waiting on the response from an email. It is absurd. 10 weeks to replace a fridge is far too long, and these people lack all humanity. You and I would be better off just buying a new appliance and leaving AHS in the gutter. If a home seller offers you an AHS warranty with your purchase, take it as an insult, they hate you. It is the only reason anyone would buy their product.

I have two contracts myself, and my daughter has one. I'm getting ready to cancel all three contracts and go with Choice. I'm livid. They're awful. They lie. They say they're gonna do things. Last year, I had a problem with the toilet. The top of the toilet broke. So, they sent somebody out. He made a mess in my house. He said he was gonna order a new toilet. The new toilet was unbelievably bad. It kept backing up. So, finally, I called and complained. They finally put in a decent toilet, an American Standard, but I had to go through weeks and weeks of that toilet backing up until they would put in a decent toilet. They're awful people. I would never recommend them to anybody.

I asked for a second opinion, and the second opinion guy came out. He said, "The coils were dirty,” but he said it also could be from too much Freon in it. But AHS took it that my coils were dirty, and that was my fault. I said you can clean that every day, but with all the weather and the wind coming along, that coil is still gonna get dirty. Normal wear and tear. It will cost me $4,000 to fix it. They couldn't find a coil in the state of Texas. I ended up having to buy a new air conditioner, no thanks to AHS. I'm ready to cancel it. I have used them for a long time, and they have been very good to me. I trusted them on this, but I will not trust them anymore. I'm afraid with the next thing I have to have they will not gonna pay for it either.

I had a problem with my air conditioner and the techs came out, replaced the part, and got it going again. The last technician did a very good, thorough inspection, and I was very impressed because they went above and beyond. I feel protected that American Home Shield is always going to be able to help with whatever issue I have. They're timely about getting somebody out. And I don’t have to pay high prices for repair technicians to come to my house.

AHS has a pretty cool way when we submit a claim. We can video call. And the person that I was video calling with, he was super cool too. He was a professional. I turned the camera around, had him look at everything, and a couple of easy clicks for the actual service, and then it went from there. It was no laborious process. They also pick pretty good contractors. Their response times are decent. I didn’t have to wait to argue with people. With my claim, I really needed that fixed, and the tech got it fixed within the week.

The technician that came out this last time was the same one that did the repair the time previously. The repair had happened three weeks prior, and then it broke down again. The timeframe of the repairs is increasing in frequency. The technician said the way the things are written is that American Home Shield doesn't ask if there's a recommendation as much as they ask, “Can this be repaired?” And since it can always be repaired, it's always going to be patched up.

And that's been my biggest complaint: that this is patchwork, and the fact that the repair that needs to happen is constantly a fuse that's burning up. That feels like a fire hazard for me, and the fact that I'm smelling it now when it goes out. I've been a little perturbed with the fact that we can't get anywhere with this. They're just willing to continue to patch it up. And my compromise was, if this needs to continue to happen, then I don't see why I have to pay a co-pay if you all are aware that this is going to continue to happen.

And also, the technician that we had wasn't fully appropriate. Took it upon himself to take clothes out of my washer to put in the dryer to test the dryer, which they've never done before. They always have their own little device to check and see if the dryer is actually heating up. And these particular items in my washer were my undergarments. It felt very invasive and just not appropriate.

I definitely feel some bamboozlement with joining AHS, and not fully understanding the repair. ‘Cause I went under it with the notion that if something was a problem, whether it could be fixed or not, if it's continuously being a problem, that replacement was going to be simplistic, and that is far beyond my experience right now.

I had the company come out for my water heater. They were like, “This is really easy. Yes, it's broken. Yeah, we'll replace it.” The guy was very nice. He was probably also professional. But at the time he left, I got a call or an email from American Home Shield about the $2,200 of excess charges that were not covered. So, it was all brand-new plumbing, brand-new shut-offs, brand-new everything besides the water heater. And they wanted to replace everything. I called and talked to a representative from American Home Shield. I was able to get the itemized quote from the company. They were charging $400 for the shut-off valve. I bought the one that I had for $42 from Home Depot.

The estimated value for the water heater plus replacement was $950. So, it was $950 plus another $2,000 on top of it for stuff that they said was bad, corroded, needed to be replaced, and wasn't professionally done. I ended up looking up that company after I found out what was going on, and they had a reputation of doing the same thing via home warranties. Like going in and being like, “We'll replace it.” And then all of a sudden, it's, “Oh, yeah. There's an extra $1,000.”

There's a bunch of online reviews for stuff that I found specifically for that company, which I called back and let American Home Shield know about after I found it out. I ended up having another independent contractor. They said I could have my own person come out and inspect it and verify that it did need to be replaced. He came out, and he said, "Yeah, just the water heater. Everything else is perfectly fine. Everything's up to code. Everything's the right items needed. Nothing else needs to get replaced, just the water heater.”

Then they ended up letting me replace it myself. I just had to have the same contractor come out and verify everything was installed properly and everything was up to code. He came out, and he said, "Yeah, it's all good.” So, past the very first assigned company for that issue, everything else, past that point, was really handled well. The best part is how quickly the American Home Shield side handles getting businesses scheduled, and that whole process is very quick and very easy to do. Even calling on the phone, doing it online, any of it, I've never had a problem. All the representatives are amazing. The price has gone up a little bit over the years, but nothing like double or triple amounts, which is amazing. I would recommend AHS to everyone.

In our experience in the past with our AC, most contractors come here, and they check the outside unit, the furnace, and the thermostat. They check everything. But when the repairman came out, he was here for 15 minutes, and he said he's been doing this for a long time and he's laughing the whole time. He also said the unit is not built to do good service with these extended heated days. When we got back from the hospital in the afternoon, it was 98 degrees and the thermostat read 78 but it was set on 68. We called him and told him that was unacceptable. We called American Home Shield back and told them about the issue and about my health. They said they'd send them back out out. That was a Thursday but he couldn't come back till the next Tuesday.

He came out on Tuesday, went up in the attic and asked who installed the unit. I told him the unit was installed in 2019 through AHS. He said the unit outside is a two-ton compressor unit, but the compressor in it is 1.5 tons. I reported that to American Home Shield, but they did nothing about it. The guy also said whoever installed the unit left the fan blowing on low instead of high, that he was going to switch it, and that should fix it. He left and that was about 5:30 in the evening. He set the thermostat at 75 and I changed it to 68. That night, it got down to 73 degrees and the cooling wouldn't go past 71, which makes no sense.

When he left, he told us not to call the company back and to call him directly. He gave my husband his number. That was the day before yesterday. My husband called him yesterday, but there was no response. I called American Home Shield because he was non-responsive. They called them, sent them an email, and told them that they wanted a senior technician to come out to see why they can't get this unit fixed.

The young lady, Nicole, called this morning and asked what's going on. I told her about my illness and being released from the hospital. She told me Keith, the guy that came out, is their most senior technician and he couldn't come out till Monday. I told her we're going on three weeks with an AC which is very unfair and not right. She has the same attitude he does. She was laughing and asking how old is the unit. She said she was hoping I could get AHS to send someone else out so they could see what they're missing. In other words, they don't know why they can't get this unit right. I ended up calling AHS back this morning, telling them what happened. I also told them I need somebody out here before Monday. It's gonna be 100 degrees today and 98 tomorrow. They are making it so I can't even sleep in my own house.

On other claims, American Home Shield has been great. They've replaced our dishwasher. We have two HVAC units in our house, one upstairs and one downstairs because of the size of our house. They've replaced both of those. They've replaced our washer and dryer as well. I really haven't had any other issues until now. American Home Shield should vet their contractors better. I think this recent company has one employee and he's running around trying to do everything. He showed up the other day here about 5:45 or so. That's a long day for him. I understand that, being the only employee, you are servicing everybody so you don't have a lot of time to spend on one unit to really figure it out.

Recently, a technician came out for an HVAC issue. I called it in over a weekend, and he showed up after five days. That’s the longest I've ever waited. But it's the hot season right now where we have 100-degree temperature pretty much across the country so I knew they would be back long. American Home Shield is saying that they're reviewing the technician’s notes. However, it takes forever to get to a live person because the teleprompter wants to always chat with you and take you in a circle. Also, I can log in on my account sometimes, but there are other times it'll say it does not recognize my account.

As for the cost, I've watched the price increases. I know things go up with time. They're about to price themselves to me out of the market, but right now, the price is fine. But there could be a little bit better communications when the yearly price goes up. Usually, I find out within a few days to a week before that price increase takes place.

I also like the thought of security that AHS brings. I don't have to worry about whether my air conditioner breaks down or if my refrigerator goes out or my dishwasher breaks down. I won't have to worry about thousands and thousands of dollars. I know I just have to pay my co-payment, and that's it. I like the peace of mind AHS brings.

For my recent claim, my air conditioner was leaking. I put in a ticket to American Home Shield, and the techs came out. The unfortunate thing was that it was the 4th of July weekend. But they called the day before and got everything together, and I was good. When I submitted the claim on the app, an hour later, I got a text message saying that there was a message in the app for me. And when I checked it, they had already assigned me to an air conditioning company. And three hours later, the air conditioning company reached out with the date. It was on a Wednesday, and they came on Friday. It was very easy and simple. I've used their website a couple of times, and I've had no issues with it. Before I had the app, I would go to their website, put in the ticket, and get a confirmation and someone would be calling in less than 24 hours. It would definitely be the same day.

American Home Shield is a good service. The only issue I have is that not everything is covered the way you think it will be. I also had a situation where I paid twice to have the same issue checked because the first technician said one thing, and when someone else came out for the same service, they told me something different. But it's not a terrible service. I don't always get the results from the service that I would like. But it's such great customer service with setting up the appointments and I appreciate that. I usually reach out online if I'm not in a rush.

Submitting a claim is very smooth. We've been with them for at least 20 years, and the claim process has changed over the time. It used to be that you would call up to tell them about what the problem was, and depending on what it was, you might have to give them the model number to have somebody come work on that particular model. The scheduling was very easy. They were easy to work with. Now, they do everything online and you go in and you tell them that you need a repair, and then it goes through a whole checklist of, "What system is it? Your heating and cooling? Is it something in the kitchen? Is it something in the bathroom?" You tell them what it is, and then you might have to tell them more information depending on what it is.

As far as the contractors, they come to the door, and they usually have a pictured badge for identification, if they have identification from their company. They introduce themselves, they say what they're there for, we let them in, and they get to work. They do their work, they clean up after themselves, and they leave. They're very efficient, very courteous, and respectful. I've never had anybody tracking mud in my house. Most of them will even put shoe covers on when they come into your house. So, they're very good.

Having American Home Shield is a great deal for the amount of money that you pay per month for your plans and your service fee. It's a very sound investment. We've had air conditioning units fixed and everything. That's a lot of money. We've had a very favorable experience with American Home Shield. The only thing is I understand that there's inflation and all that kind of stuff, but fees have gone up quite a bit.

Overall, I'm very satisfied with customer service and with the people that they contract with. It gives me peace of mind knowing I'm not going to get scammed because they have already done their due diligence in screening the people. If you do a Google search for your area and say, "I need a plumber," you don't know if they're any good or not and you don't know if they're going to jack up your prices or anything based on your front door color. American Home Shield has already screened all these people and you don't have to pay anything extra except you pay your service fee.

Customer service is a joke. I truly do not comprehend how this company stays in business or receives positive reviews. This is a scam. I have never had so much frustration trying to have an appliance repaired or trying to cancel something in my entire life. I literally hate this company and hope they will go bankrupt. If you want no results, constant frustration, and to throw away your money.... Then this is the company for you.

My most recent claim was for an air conditioner issue and the contractor said there was a leak and that the unit was low on Freon. But I called someone else out and neither diagnosis was true. They showed me what the actual problem was. The visit was a complete waste of money, and I ended up calling someone else to fix it. My experience with American Home Shield depends on the contractor, but the problem is that it's what American Home Shield allows the contractors to do. The app is fine for submitting a claim, but chatting with customer service doesn't seem to do any good.

Then she came into the house. She looked at it and said, "Yeah. I can't do anything about this." This was the second time she was scheduled. The first time, she was no call, no show. When she did that, I asked for a new service provider, but American Home Shield didn't do that. They sent the same one. Then her boyfriend came in, which I thought was odd. But she told me I'm going to have to get with the app or get with somebody else because she couldn't do anything.

I was very unhappy with that. So, I sent an email about it. But nobody called me. That was really strange because we've had only good experiences with American Home Shield. I was kind of hacked that I paid for the service call, and she basically didn't want to do it. But overall, American Home Shield is a very good company. They have a couple of areas they could work on as far as calling in for customer service because we don't understand each other. There's a cultural difference that makes a difference.

AHS sent the technicians, but they didn't order the parts I needed. And when they ordered it, they ordered wrong. I'm living in a 100 and something weather degree with no air for two weeks with kids and pets. It's awful. I called every day to ask why the part was not getting ordered, and I only got excuse after excuse. I finally got the message that it was ordered, and the technician told me that the part they ordered was the wrong part. So, after three weeks with no air, and being patient, and asking for updates, and they just came up with the wrong part, it's very frustrating. Look for a better option because they are a scam. I understand that everybody has problems with the air, but you call and get no answer. They just throw the ball one to another. They don't escalate. They don't do anything.

Because they were not moving a finger and I'm burning inside my house, I found somebody who can get the job done today at 2:00 PM. So, after waiting for three weeks and finding somebody that has the parts and everything, that never struggled to find the parts, I don't believe that. AHS just doesn't do what they have to do. I called them if I could have my own person and send the invoice to them so they can pay for that. Because they said that that was not the issue and that they have the technician available. But the issue is not the technician. The issue is AHS itself. The contractor goes and does what they're supposed to, but what if the insurance doesn't buy the parts or doesn't do their job? When I told AHS about it, they were defensive, and said they had the contractor and that was not valid. I told them, “Then I don't want to have any business with you. I'm gonna cancel because it's not worth it for me.”

They passed me to some other department, and it turns out they charged me a fee of $50 after everything. Not even an apology. Nothing. After three weeks and everything, I have to pay them? They should have at least canceled that fee for me. And they sent me to collection because I said that I would not pay that. There's no way because they didn't do what they’re supposed to. I'm gonna keep calling because it's not fair that, after all, I still need to pay them. It's a nightmare.

AHS has benefited us, but we have to go through a lot to get it done. It takes a while to get the contractors out. And a lot of times, the contractors that come aren't the best quality out there. Their job is to try as hard as they can to not replace the items and charge it to AHS. So, you have to fight to get what you want. If you're willing to take the time and do that, it's worth having it. If we have the time to fight it, we'll call AHS, and we've kept our membership with them. But if it's something we need done quickly, or if it's something that we think is going to take a skilled service person, we don't go through them. We just pay for it out of pocket.

I recommend AHS to my friends. Having AHS is helpful because, when I call them, they just have contracts with people and just send someone out. I don't have to be the one deciding who needs to come out. And most of the time, the companies they send out to our house have good reviews when I checked them out online.

Also, I am on vacation for a month. They raise up my monthly payment as well. I'll be back on Tuesday and, after Tuesday, I will call Home Shield and I'll ask about my payment. The last person who ever came and the last person who fixed my stuff was really professional and is very polite and a very nice guy. But still, I have a scar about my dishwasher. I don't want to argue with them. I don't have any money problem. I already bought my own dishwasher. My uncle left AHS because of this kind of reasons. I'm gonna be doing the same thing because it's not fair.

Even when this thing was broken, I told them I don't need the first person who came to my house because he didn't even tell me I was already denied. He said he was gonna come on Tuesday and fix it, and I was waiting. They were like, "Oh, I'm waiting for the parts. I'm gonna do this. I'm gonna do that." Then, Home Shield told me a different story. When they came and did the second assessment, I don't know what the result was, but still they didn't want to fix it. I didn't want to continue arguing for $900 worth of dishwasher. I went to Home Depot and bought a $1,200 worth of another new equipment and I installed it. I gave up and I already paid from my own pocket.

If you know vendors in AHS, that's the ones you ask, and that's generally how I've been doing it. I've been asking for the vendors that I worked with in the past. The vendor that AHS picked this time for the garage door was beyond excellent. This is one of the better vendors that AHS needs to keep in our area, because a lot of times they don't do due diligence to keep and get folks. AHS needs to keep them.

The contractor responded quick enough, because when I was doing AHS, it would be, "I put it in. It was on a weekend or Saturday. They'll probably contact me Monday or Tuesday and do it Wednesday." A gentleman called and said, "We do it Monday." I was, "Wow. Yeah. We can do that." But I had a doctor's appointment." I said, "Can we try to do it Tuesday then?" He said, "Yeah. We can do it." I'm just shocked that they could get that quick. Because a lot of times the vendors have said, "We got a two-day wait," or three days. They did what they're doing. The gentleman said he had to replace some things for the garage door. I told the contractor the problems I had. They knew what the problem was before, and I thought, "This is gonna take a while." No. They said 30 minutes. They exemplify what a vendor should be.

I don't know why vendors leave AHS. I know in the past, the vendors did some time up and left. I had a furnace replaced that they had to come out seven times to sit down after the new furnace was replaced because they unhooked my air conditioning. I couldn't figure out how to hook it up. I had one before for the furnace. Because the furnace I had back then was at least 40 years old, the gentleman said, "Wwe just got to clean the jets and stuff." And when this other one came back seven times and looked at the old furnace, everything was burnt up. The gentleman who had the cellphone came, looked at it and said, "I'll come back next day." Never came back. I left AHS for two years and came back. I went to some other warranties. AHS came up better since 2022. They got halfway better in seeing if the vendors know exactly what they know in the field, and if they're qualified.

AHS sent me something recently, even though mine started in January. It was called the three and three plan. Now, they call it the Gold Shield plan. I recommended several relatives to them. The only reason why I think they sent that is try to make a loophole where they're talking about things dealing with roofing. They had in there Hawaii residents not applicable. I said, "Wait a minute. My answer is January." I already got my documents in January 13th. They sent this a week or two ago. I said that's because they hit the Hawaii, that hurricane. So, they wanted to update it quickly and say, "No. We don't cover that." That was kind of sneaky becCause there's no other reason why they would send this. I didn't request it. I compared it with the one I got. That's the only thing I saw that popped out. Hawaii residents not available for the roof repair. That’s bad.

The price goes up higher. If they can work with me, I appreciate that. They try to. I'm on a fixed income. I've seen how every year it goes up, at least, $70 annually every year. During the COVID times, they got crazy and went up 125 to 150, for annual. After that, I left. After that was when I got that furnace, and they couldn't hook my air conditioner back up. And every time the air conditioner get cut on, the furnace gets cut off and fuse goes.

I remember when I was with AHS back in 2011, the vendors would come out, take cash, and write you a receipt. AHS would fax the request over instead of call. I told others I was with AHS when they went to 2017. They said they would put down and use a credit card, and went through that with them. And the next year, they had a computer hiccup that lasted for six months. They lost all types of data.

Funny that it's only happened to one door over the past 8 years, and we open our right side more than the freezer. They also originally labeled our claim as "Refrigerator (with freezer)," but then cancelled that and put "Refrigerator" (photo attached). They keep telling me that the temperatures inside the unit are still at the correct levels, so basically the fridge is still doing what it's meant to do. It's not doing what its meant to do if they had kept the work order as "Refrigerator (with ice maker)." We haven't seen any written notes from the Accord Appliance place, which has horrible reviews BTW, because AHS uses them and then keeps denying customers' claims.

The repair place also has extremely poor customer service, but AHS forces customers to use the company, or pay another service fee for a second opinion. We'd like for our refrigerator door to be replaced, or for AHS to pay out the $2,000 maximum for a new one, which is over $2,000. We pay for the Gold Plan, and still get cheated. I have a feeling that the technicians get paid out by these warranty companies to either lie, or keep quiet. AHS needs to be investigated, as well as their service providers.

Sears came out, replaced exactly the same parts that A-Fix did. Within a couple of weeks, started the same thing. So, I called back into American Home Shield, told them, “Okay, it's doing it again, but I do not want A-Fix out here because of the problems I had with them the first time.” They told me I had no choice. A-Fix was going to come out. I said, “I don't want them here.” They said, “Too bad, A-Fix is going to come out.” A-Fix came out again, told him it was the same thing. The guy said, “Yeah. I believe you,” and left here, put in a report saying that my dishwasher was working fine. My dishwasher is not working fine. It is still not drying the dishes. So, basically, calling me a liar.

When I called it back in, he said, “They're saying your dishwasher is working fine, but we'll send A-Fix out again.” I said, “I don't want A-Fix here. I want Sears back out. ‘Cause I don't trust A-Fix. They're not a professional, reputable company.” The rep said, “No, you're gonna have to deal with A-Fix. And if he proves that your dishwasher is working fine, you're gonna pay another 100-dollar service fee.” I said, “You know what? Whatever.”

Then, the next day, I said, “I don't want to deal with A-Fix. I don't want to deal with American Home Shield again. I'm canceling my policy when my year is up." So, I just canceled it. I don't want to deal with A-Fix. I don't want to deal with American Home Shield again. I'm dealing with my dishwasher not drying my damn dishes because I'm tired of being called a liar.

I had ice in the refrigerator and nothing in the freezer. I did as he said. I left it for the week. He called me the following week, plus a day or two, and said he would be here the next day, that the parts had all come in. He came, installed the new seals, took out the old ones, took them to the garbage can, left everything perfect. Told me to go ahead and close the doors, don't put anything in it for at least 24 hours. Put a bottle of water in the freezer, and see if it actually froze, and to check the refrigerator and make sure there was no ice in it. I did that, and everything has been running beautifully.

I called Titan because I wanted to know if they covered the contents of what I lost, because I lost about $400 worth of meat in that freezer. I just bought two big things of ribeye steaks and had them cut into individual steaks. I had some rotisserie chicken in there, and some puff pastry. I lost a lot of stuff. However, they said they didn't cover the contents. They said, "Look at your policy,” but they were very nice about it. They said it doesn't cover the food, so I said, "Oh, okay.” But everything went very smoothly. The only way I heard from Titan other than my calling them was by text message. They got it done. Everything went perfect. Titan showed up, did what they were supposed to do efficiently and in a timely manner. I was very pleased.

Other than that, I never really have any issues with the contractor. They're usually very informative and have very good rapport skills. The HVAC guy showed me everything that he was doing, electricians showed me everything they were doing. I really only seem to have issues with sometimes the claim reporting process. Because it's either the app isn't working or it's not letting me select 'Other' and explain the option out. In as recent as this case, my HVAC, it was saying it was non-serviceable. I had to be on hold for an hour and a half. This was the week of 4th of July. So, it was urgent because I knew the holiday was coming up.

I had to wait on the phone for an hour and a half, and then was on the phone for another 20 minutes, not necessarily arguing with the associate, but trying to figure out why they listed my HVAC as unserviceable when American Home Shield are the ones who replaced it in the first place. It's the same thing as my water heater. American Home Shield replaced it both times and it's currently listed as unserviceable. I just haven't gotten around to reaching back out to American Home Shield to fix that as well. Overall, I usually never have any issues with the contractors or scheduling of contractors.

This latest time I called, it was an automated recorder. I hate automated systems. I hate that with any type of service because with that artificial intelligence, it does not recognize some of the things you are saying. Half of the time, you’re already frustrated due to the situation itself, and then you got to keep repeating yourself. As far as the contractors, it just seems like they go with the cheaper ones. Now, the last HVAC people I had that was recently, I feel like they did well. Their reviews were so-so, but it seemed like, normally, they go with the cheaper end, which I hate because I'm paying you every month, and I don't use them sometimes in years.

The most recent repair issue was my HVAC system. I came home on a Saturday. I realized it was out. I ended up doing the ticket thing that same day. Sunday morning, I was assigned to a contractor, and they came out on Thursday. So, the turnaround time wasn't bad with this one, even though my air went out on the hottest days when it was like 109 heat advisory, my air had went out. It was rough. I was assigned on a Sunday, and the contractors, they came out on that Thursday. They reached out, though, that Monday to let me know that they were coming out on that Thursday. They gave me, at first, a eight-hour window, but they said when that date came, then they will do like a two-hour window.

Submitting a claim is easy. You submit it online or you call them. It's self-explanatory. Usually, the contractors were fine. It's no different than calling a contractor out there and just doing some reviews. Some people who come out are mediocre. Right now, I already know the contractor that they're sending for the heating. I actually specifically asked for them. Overall, when it's everyday thing and it's easy, AHS is a great company to deal with. But when there's a problem, you hit a dead wall. Other than that, their customer service is good.

They came back and said that I had to pay $2,000, that American Home Shield was not covering it due to normal wear and tear. But the plan says that they cover things due to normal wear and tear. American Home Shield would not tell us exactly the dollar amount of whatever they were covering. The rep said that's only for members to know, even though I am a member. If you decide to take a cash out instead of paying a technician $2,000, then you don't really know how little in comparison to what they would have paid to fix your system they're actually giving you.

I'm working with another local agent whose prices are much more reasonable. American Home Shield’s price per pound of refrigerant is $125. The local technician is $60 per pound of refrigerant. Because I don't have the platinum plan and I have the silver plan, they'll only pay $10 per pound of refrigerant so I was paying $115 per pound of refrigerant. The repairman told us that we'd have to drain all the refrigerant in our system in order to do the repair, which is untrue per the other local technician. It's got to do with a pressure switch and the pressure switch is a screw-on. You can just unscrew it and screw a new one on without the refrigerant leaking.

I couldn't get anyone at American Home Shield to answer the phone. Apparently, that's a consensus across the internet, that once you start a claim, they don't answer the phone and they won't call you back. I'm gonna cancel my plan, but apparently, that goes the same way. If you tell them you're gonna upgrade your plan, then you get someone on the phone immediately. You chat through text, and you get through faster that way.

The process felt unfair, inconsistent, and very frustrating. It gives the impression that the company is happy to collect monthly payments, but when it comes time to provide real support, they look for reasons to deny the claim. Based on my experience, I would not recommend American Home Shield to others. This experience has left me feeling misled and taken advantage of.

Moving forward we are waiting for them to send someone or for someone to call us and they never did, I called back on July 9 @14:02, just to found out the request was never place. I'm very angry that AHS play me. They try to fix their mistake and I told them no.. And the person we spoke to the 2nd time on 7/3/26 @ 11:am, did not even record that we called back the 2nd time. I'm telling you these off brand people AHS is a crook from above, I will be cancelling my service. Good luck if you are using them,, I don't have time to play with these off brand humans, I pay every month and therefore. I should have been treated with some respect, not play with.

Another issue I’ve experienced is the company they assign for my requests usually have poor reviews and once it’s assigned they will not change it. I’ve had a few bad experiences with the company assigned wanting to charge me $500 extra for a garage door spring that broke because they said they had to switch out other parts and refused to just repair the 2 springs. I had another company (of my own) come out and they changed the springs saying nothing else needed replacing. It’s been working like a charm.

Another time AHS sent a guy out to look at my garbage disposal and when he arrived he went to his truck and came back and installed the cheapest disposal I’ve ever seen! It’s a toy! Minimal horsepower. We don’t even use it anymore. We’ll have to have a professional replace it next time. AHS would do nothing. Plus, having my sister with them too, we compare our experiences all the time and information she’s given differs from information I get which tells me the representatives are also not trained uniformly. It’s been a very frustrating company to deal with.

American Home Shield is handy when you don't have someone in the home to do the things that you need to have done. But they can do better with their coverage for what people pay and not rip people off, which happened to my brother. There was an issue with his water heater and it's supposed to be covered and they wanted to charge him a ridiculous amount in order to get it done. So, they gave him a payout instead. It still wasn't enough to cover what he needed to have done. But he had already paid for so many years into American Home Shield, it's ridiculous that he then had to do everything on his own anyway. It was just disappointing. But there are all those little loopholes with coverages.

Overall, the customer service reps with AHS were wonderful. We're covered for everything and the price is very fair. I have a two-family, so it's covering both apartments. So, it's like 104. It's perfect. Also, I can call on the phone or just jump right on their website. So, if I have to put in a request, it's very easy. I pay the 125 right online, and they set me up. It's very good. I like the way they're doing it.

When the technician finally showed up, he told us, "I'm sorry, that's not me that's doing that. That's the AI software." And when you call, the only number that Sears gives you is that AI number so you can't speak to a real person about the issue. I told Home Shield I didn't want to use Sears in the future for any of my calls because it had us without a dryer for a long time. When the technician fixed it, he installed the new parts, the dryer works but is still extremely loud. I called back for a follow-up appointment and Home Shield scheduled it with Sears and they rescheduled me again, but they never showed up and I never heard anything about it. That's an issue with Sears. Everything with Home Shield, I've been happy with. It's convenient, and it's nice to know they have my back when something happens. I always recommend them. I have a friend who is buying a house. It's his first time owning a house and I've recommended Home Shield to him.

The second gentleman was there for about 15 minutes. Just from eyeballing it, he said my unit was unlevel. He had no tools with him and was very vague. I'm assuming the way they diagnosed the claim was the reason it was denied. So, I got a second opinion and found out why it was doing what it was doing. Now I'm having the whole unit replaced, and I'm paying for it out of pocket. It's about $20,000.

The main issue I have with American Home Shield is the communication. I get an email telling me to call them instead of getting details about what they found. I still don't even know what the diagnosis was for my AC unit in detail. I'd like to be able to see the documentation and have a little more communication besides just an email. I've only had two claims, and they were both denied. But I don't remember seeing an email saying they were denied until I called in. The customer service on the phone felt like they were just reading what was in front of them instead of giving me an explanation. I'm sure they don't know the technical side of why something got declined.

The app works great for submitting claims, but when I click on a claim, it only gives a small explanation instead of a detailed list. There's no diagnosis on there, so it's missing that portion. American Home Shield is useful for certain components, but not what most people think. Right now, it hasn't been great. People should go over the coverage specifics and the details before signing up.

I called American Home Shield and told them that I was very displeased. They told me to give them one more chance and that they’ve contacted them and know it is urgent that they show up. The following Monday, around the same timeframe, I had to take another day off. I got a text saying the technician was delayed and would arrive between 5:00 and 6:00, so I was frustrated but at least I had some kind of notification.

Around 3:00, I left for just a minute to pick up my kids from school right down the street. One minute after I left, I got a text saying they missed me. They took a picture of my empty driveway from the street. So, I'm assuming they never even got out of the truck because they didn't knock on the door or ring the doorbell. After that, I called American Home Shield pretty irate. Trying to make everything right, they closed the ticket with Sears and sent National Platinum Services instead. The techs came a couple of days later and fixed my washer and dishwasher. I also put a note on my American Home Shield account that I do not want any repair service with Sears under any circumstances.

When submitting a claim, I usually go through the app and pay the fee. Then, they and the vendor contact me. We schedule an appointment and the tech comes at the agreed-upon time. They either fix the issue or put in a claim to have it replaced. American Home Shield was very understanding, and I appreciate them vastly. We had big repairs that needed to get done to our AC unit, and they were able to point us in the right direction.

We saved a couple thousand dollars by having American Home Shield. We had to get a whole new furnace in our attic replaced, and we paid a third of what it costs to get it replaced. The customer service was great. I could tell that they were reading from a script and sometimes you can tell there is a language barrier. But they try to do their best, and I respect and appreciate that. As long as they get the job done, I don't need a Miss Congeniality. I haven't had any problems thus far that make me lose faith in the company.

Now AHS is refusing to cover installation, although the contract clearly indicates that microwave installation is covered and there are no exclusions included. They sent a letter dated 6/17 but postmarked 6/29 that they're denying this service because "Section 7, Item No. A of the contract states: 'What are the general limitations and exclusions that apply to your coverage? To the extent the following general limitations and exclusions apply, this Plan Agreement does not provide coverage for the following: costs of Construction and Modifications Limitation. Unless otherwise expressly stated in this Plan Agreement, we will not pay for costs of construction, carpentry, restoration, or any other Modification(s( within the Covered Home. In addition, this Plan Agreement does not provide any coverage for any Modification to any item that is not identified as a Covered Item in the Plan Summary."

Pardon me, but drilling 2 holes to install a bracket for a microwave is hardly even remotely related to construction or carpentry or any of the other such activity. Now, I can't get any representative on the line and have been on extended holds when I call so that I could file an appeal. I cannot file an appeal with AHS and can't get anyone to talk to on this matter.

The technician showed up earlier than expected. He was already at my house before American Home Shield called to tell me he was on the way. He worked hard and couldn't figure out what was wrong at first, but he kept troubleshooting based on what the unit was doing instead of giving up. After spending more time, he figured out the problem. I haven't had any problems since and it's working. It took about 10 hours for the house to cool down, but I was very pleased. It was the best $125 I've spent on my copay.

American Home Shield hasn't always been on point for the majority of stuff. They've tried to replace my microwave twice, but it was just a defective microwave. They gave me a flat fee, but it wasn't enough to replace it because over-the-range microwaves are expensive now. The manufacturer didn't want to cover it under the warranty. It was just a little fuse that cost about $6, but I'd pay the $125 service fee, they'd replace the fuse, I'd use the microwave for three days, and then it'd go out again. I finally told them to just give me the cash because it only lasted three days and then I didn't have a microwave again. They gave me $200, and I bought a countertop microwave that's also an air fryer. It takes up more space in my kitchen, but I'm happy with it.

I stay with American Home Shield because of the price. Nobody matches the price that they have. They don’t cover as much as some of the other ones but for the budget that I have, this is what I'm presented with. They fixed my garage door before, and my air more than once. They don't always cover as much as I'd like, and I wish they would replace an air conditioner instead of only giving $1,500, but for my budget, it works. I'm overwhelmed with joy with my experience with American Home Shield. It was a little tedious in the beginning because I had to keep calling back, but it's not their fault. They say they're same-day, but they're just booked. It's hot out and lots of people's AC goes out.

It has been frustrating, but expected. Long wait times, difficult to communicate with. Also, I've had a very bad experience with an AC repair that was deployed. I've asked AHS to never send them out again because they're terrible and they got terrible reviews. They didn't fix the problem. I had to pay my own AC repair to come take care of it. Recently, my clothes dryer made a lot of noise. The contractor came within two to three days and found something metallic inside the drum that made all the noise. They removed it.

Patriot Plumbing came and were not there very long. They deduced what they thought what the issue was, which was based on the well and not a plumbing issue. They shared that information with American Home Shield. The guys were nice while they were there. It was two young guys. I walked them down to up under the house where the pump is and hot water heater. They looked, asked me a few questions, asked where the well was, and I showed them where. One may have walked over to where it was, but he didn't mess with it, and they were gone. However, we didn't get any information afterwards. I called the plumber and AHS to find out. AHS still didn't hear anything after that, a few days later.

I called back to AHS. I spoke with someone, and she was hard to hear. She had a very strong accent. I don't know if she understood exactly what I was trying to say. It is American Home Shield, but I get everybody outsources these days. What she relayed to me was they wouldn't cover it because it was outside of the foundation. A few days later, I called. She said she would send me correspondence to put everything in writing because I wanted to be able to understand exactly what she was trying to say to me. I never received that. I called the plumber, and they said that they were told that there was nothing they could do, because if it was the well, AHS didn't cover it because it was outside of the foundation of the home.

I called AHS again. The first person I talked to, the conversation was going okay, but I didn't care for his tone and he was rude. By the time before the conversation ended, he was talking over me. He was loud talking. He was just, "American Home Shield isn't covering it, because it's not part of the foundation of the home." No one where we live has a well that's within the foundation of their home. Everybody's well is outside of their home. It's usually in the yard, but not in the foundation of the home. But it only works for that specific home. I just said thank you and hung up the phone, because I wasn't getting anywhere. I called back so I could get someone else, and they were very helpful.

I looked up our contract, and it hasn't listed. That was very misleading. After that conversation with that guy, I was very much ready to cancel my contract with AHS. But I was, "No." We're to the point where we barely have water to bathe. And we pay all this money every month. I need some type of answers. If they're not going to cover, at least, give me a correct answer as to what is going on. Someone had come to a conclusion as to what was wrong.

Again, they came. They said it was the switch that needed to be repaired. But again, because it was the well, AHS would not cover it. But we just paid for it. He left, went got what he needed, came back, fixed it. He mentioned that the problem that we were having could also be affecting the spigots on the house because the spigots for the outside were not working properly. Once he fixed it, the spigots still weren't working.

My husband assumed he would fix that, and it would all be included within that service call. But the guy said, "I talked to my boss, and he's talked to American Home Shield, and they said we'd have to do a whole another service call for them to check the spigots." He was there for the well. The spigot seemed may have been a plumbing issue, even though he had alluded to that it was all connected. The spigots are still not working for the outside, at the driveway end of the house. We need to have them someone come back out and look at that, because that's an issue as well.

We've been with AHS a very long time before we even moved to this house. I get contractors who get other customers who are just paying customers and they have to cater to them first thing. That did not make us happy because it was a whole month, and we didn't seem a priority. Summer before last, we were without air for a month or more. I had to move in with my brother. My husband stayed at the house with me and my kids because my son was starting school. It was too much being in the house in August in North Carolina in that heat. Once they came and fixed it, they fixed it within a day. But it was, "We'll get to you when we get to you."

He decided it’s some trigger point from a overflow in the pan, and that's what shut out the system. He blew air into it and unclogged it, and he said it was a plumbing issue. Instead of referring it to a plumber, he wanted it hands off. He diagnosed a plumbing issue that could reoccur in a couple of weeks. I was waiting for him to turn in his report, which he said he was gonna do once he went back home. I asked him if he could put that in his report so I could call American Home Shield back but he was not willing to refer it to a plumber.

For me to call a plumber back out, I have to pay another $125. If a plumber comes out and says there's nothing wrong, where do I tell him to go? If they ask what am I looking for to do, it's gonna sound like I have no clue what I'm talking about. Whereas if the first technician did the referral, he knew exactly what he was talking about. The women who answers the phones are wonderful but they're all bilingual. How do I explain the situation to them?

When American Home Shield started, they were it in the marketplace. But till today, their limits far exceed everybody else. But their marketing is wrong. If they break that $125 deductible when they market, they would get more of the market share. Another provider's cap on their HVAC is $1,500 but American Home Shield is generous enough to include it up to $5,000. That, in the Texas market, is such a big selling point.