American Home Shield Reviews

We had other issues with American Home Shield that were terrible. For example, we had multiple heater repairs before and the repairs were covered. But one contractor was asking for $350 for the non-covered parts, and for the same heater, another contractor was asking for $1,300. Also, what do they mean by $1,300 non-covered parts for a $1,500 replacement, including labor? Because of all these legal issues, I'm planning to file a court case against American Home Shield because of the ridiculous amount of copays they are asking.

Recently, I had an air conditioner repair in my rental property and it was their own guy who was inefficient. Later, I saw that he had a 1-star review. He put a wrong Freon which completely collapsed the AC system and they were asking me for $2,000 to have it replaced as a copay. First of all, it was their guy who spoiled it and that went off to a bigger lawsuit because of my tenant. American Home Shield is coming with cunning and unethical approaches. They give multiple options where they ask a lot of money for copay or cash back is a fraction of what it will take to cost us to replace an appliance.

Unfortunately, I couldn't switch to a different warranty company, because they bought other companies, which I thought of moving to. With them, it is very difficult to know which contractor is good, unless and until we go through a bad experience. Also, the quality of the coverage depends upon the item involved. For the smaller ones, they are doing replacements, like a microwave or a dishwasher, so I don't have any problems. But when it comes to bigger items, which are more expensive, they play all these dirty tricks of asking a lot of money to the uncovered parts.

When we had an issue with the heating unit, they were giving an option to repair it for $2,000, but I know that nothing related to that heater is available in the market, so the parts are not available to repair. The same thing happened with the air conditioner. They said they would repair it for $2,000 and they would give the second option where they would upgrade it to a new and better system for another $1,000. So, the consumers fall into the trap of having a new system for another $1,000. But the option provided by American Home Shield for the $2,000 repair was a fake option, because there was no way they could get the repair because the parts have been discontinued for more than a decade. That's something people don't know. So American Home Shield is misrepresenting things to their consumers and cheating them.

Most of the customer service people are very hard to understand. The communication is difficult and they’re not prompt in answering the phone. The only way I can get American Home Shield to answer is if I select that I'm looking to be a new client, then somebody answers the phone immediately. But if I'm looking to get a problem resolved, you can't get a hold of anybody. The price is comparable to others, but AHS is always trying to up the fee and the cost, without communicating. They might send you an email, and then you have to call and ask why the price increased, and they would adjust it. So, they're always trying to charge extra money to you. My experience with American Home Shield has not been great. It’s less than desirable, and I wouldn't recommend them. In fact, I'm looking to cancel my contract and find another home warranty company.

A button that stops working due to mechanical failure should be exactly the kind of issue a home warranty is meant to address. Instead, American Home Shield chose to reinterpret the problem in a way that conveniently avoids paying for the repair. The experience with online support was equally frustrating. Getting a clear explanation or meaningful help was nearly impossible. The responses felt scripted and dismissive rather than focused on resolving the issue.

Between the service fee, the denied repair, and the time wasted, this has been a complete waste of money. The company promotes protection and reliability, but in my experience they appear to rely on technicalities to avoid honoring claims. It also had a problem with our stove and it took two years for American Home Shield to fix it. It seems like we are in the same process of a back and forth for two years and hundred of dollars paid to repair companies for them to tell us “we are ordering a part and be back in three months.” I expected accountability and support. Unfortunately, I received neither. Andy

So I went around and around with American Home Shield and they insisted that it was not covered, so I not very happy with them. I also don't like that you can really only call and talk to two people there. First, the person that answers the phone and takes the complaints, then supposedly, somebody over them, but you can't talk to the people actually making the decision on the denial or the acceptance of the issue. I hate to say it, but it's almost like a scam. You pay them for six years and they've already fixed that unit once for the same issue, then all of a sudden, they're not going to do it this time. And they couldn't give me an explanation for that,

I asked what Sears wrote in their report and they said that it stated that it needed a lock. So, the next time the Sears tech came back out, I showed him the picture of what was happening and told him that American Home Shield said they would pay for the new door if he put it down in his report that we got a defective one. He said he would order the door and it took two weeks for him to come back. But the door was there in three days. Then, the roller lock came to us in two days and when he opened it, it was the wrong one. So now, he had to take it with him, send it back, and order another one. They should have had it coming to them in the first place and why were they ordering the wrong lock for the door?

So, the problems we encountered had nothing to do with American Home Shield. It had to do with the salesman that came out, racking up money. Every time Sears would come out here, it cost $175, and they sent in the same man every time. So I don't want Sears coming back out. I told American Home Shield about this and they will have to find somebody else. I thought Sears was going to be good, but they were not. I could have bought a washer for what it cost me to work with them. They were also racking up money one time before when they came to check my stove, about a year and a half ago. It took that man a month and a half to fix the stove, and their tech put the burner on backwards.

At another time, American Home Shield found a man to check my dryer because the belt had broken on it, and that man came in two days. He called me before he came, and asked me what was the dryer doing. I told him and he had a belt on that truck. The same day he came was the same day he fixed the dryer. So, I'm satisfied with American Home Shield and I am going to recommend them. All my family people have American Home Shield. We have five houses and we have them on all of our houses. You call them and they do what they supposed to. You just have to make sure that the contractors that they send is not like Sears.

Submitting a claim is fairly easy to do on American Home Shield's website. It doesn't take a lot of effort. You just tell them what's wrong in a few words and pick the appliance out of a list. However, they keep raising the price every year, which is not good for me. I'm a senior on a fixed income, so I have to watch my dollars. They jumped about 50 bucks. It's coming up for renewal here in about a month. I've been checking with other companies, and other companies seem to have a much better rate. But I also take the time to read the reviews on the other companies, and I haven't found anything that sounds like it would be better than what American Home Shield offers at a better price.

Another warranty company has been all over me with quotes, trying to get me to sign up. But they have some extremely bad reviews, and I don't think I want to do any business with them though their rates are considerably cheaper by several hundred dollars. I'm on a well in a septic system here, and I also have a water softener, so those need to be included, and those are generally not included with standard contracts. You usually have to do an add-on to get those, so they bust you pretty hard for those.

But overall, American Home Shield has been pretty good. I can't complain about their service. I've only had one claim that was denied. We had a shower knob in one of the showers that has a cartridge inside of it that controls the on-off and the mixture of the hot and cold water, and that was getting to the point where it was very hard to get the water to turn off or on. The cartridge needed to be replaced. I placed the call with American Home Shield and they sent a guy out. The guy called them and said the cartridge needed to be replaced. American Home Shield said if it was not a total failure, then they wouldn't cover it. That was a fairly inexpensive repair, so I don't understand why they denied it. Other than that, I've placed a few other calls, and they've all been serviced and taken care of like I expected it would be.

A real estate lady told us about American Home Shield back in 1999 and we've been with them ever since. Usually, the appointment is quick and the majority of the workers they send have been competent. I've had a few who weren’t, but they dropped them later on. So, I liked how AHS asked me how the contractor was when they came out, and if they did the job or not. The price of the warranty is competitive, although I wish there were more coverage and more available service providers, especially since we live in the foothills, where it can be harder to get people to come out and help. I'm out $500 now to get my dryer vent cleaned out because American Home Shield could not find anyone in my area to come out.

I asked for a second opinion to check our unit - we have two small children in the home and have great concerns repairing a unit that was sparking just days ago - American Home Shield refused to have another person come out. We are now in the process of getting a second opinion but I have been entirely underwhelmed and disappointed with the coverage, lack of customer service, and overall experience with American Home Shield.

On my most recent claim, B&E Electric came, they checked the fridge out, and they had to buy some parts. They’re supposed to come here Thursday to replace the parts that they didn't have for the refrigerator. Submitting the claim was kind of rough, but all in all, Home Shield has been good. When my pipes were clogged with nothing going down in the drain, I called Home Shield, and they sent the contractor out there. The contractor claimed that he couldn't do anything because the clog was past 15 feet in the pipes. When he tried to snake it out and it was past 15 feet, I wound up having to pay Roto Rooter to come in and go past 15 feet.

We liked the guy a lot, and it turned out very well. But tomorrow, the company that told me that we had a heat exchanger problem, for no charge, is sending out another individual, along with the owner of the company, to take my furnace apart and double-check the heat exchanger to see if there really wasn't anything wrong with it. And if there was, they were going to put a new furnace in for me. Given all of that, they were great. But I'm not impressed with American Home Shield at all.

I’ve been with American Home Shield for 16 months and in many instances, they could be very unresponsive. You don't know who you're going to get. This is my second claim with them. They denied my first claim, telling me that I damaged my washing machine. I was trying to tell them that I didn't damage my washing machine, but I just gave up. It was 250 bucks. People should look elsewhere for a home warranty. I pay American Home Shield too much, so I'm probably going to cancel it after this is over.

When someone came back out, visibly, I was a bit upset. It was a Friday that he came back out, and he said they wouldn't be able to do anything until Monday. When I started to vocalize my concerns about, the tech walked out on me. I asked him not to come back into my house. That one thing led to another. I did apologize to him. I thought I was rude. He apologized to me as well. But it was really terrible. I made a complaint about the company, and then I was trying to be a good guy. I took the complaint back. Then they called and they said I was being hostile. We've been with American Home Shield for six years, paid our premiums on time, never had any complaints at all with anybody, and all of a sudden, we're being hostile out of the blue. American Home Shield should never send North Star again. AHS sent AJ’s Appliances, and they're good at what they do.

The first AC Tech from Air Boss LLC promptly made a service call and diagnosed a Capacitor, replaced however I had to call and say the AC is still not working. The next tech said my unit needs a Compressor. It's been on order I was told since March 2, 2026, and is expected in by March 18, 2026. I am really disappointed because I called AHS and spoke to Emmauel who hung up the telephone. Was not speaking in an irate manner or any profanity. I was very surprised in his actions. I will not re-new my contract in August when it's time for renewal. I cannot recommend AHS to family or anyone.

Carl

In the garage ceiling, there is a controller box that might have something to do with the issue and they need to have access to that. He said that drywall needed to be cut so that he could go and check. He said they don't cut drywalls and to let him know after it's been cut. I asked my handyman cut the drywall so that a person can go and access the ceiling of the garage. He cut it then I called the contractor. They sent another guy who went and looked at the controller. He said there is a wiring that might be causing no power to the garage. He also said that it needs to be replaced with a new wire and it is not covered by American Home Shield. I would have to pay for rewiring. They charged me 150 bucks for that. But I don't know exactly know what he has done. He didn't send me any pictures related to that. He said he put a new wire but I don't know where he put it. But now the power is on. I looked at all the lights and they were all working fine in the garage.

However, I'm wondering why did I get charged 150 bucks. The electrician said, "I will talk to American Home Shield, pass that invoice to them and see if it gets covered through that." If I'm paying for everything in the future like that other than the trip fees, then it doesn't make any sense to have my warranty. For this particular work where I got charged with 150 plus the trip fee of 100, I'm totally unsatisfied. Another thing is when we open a ticket, I want somebody to go out at least within a day or two. I don't want people to come in after one week and check what's happening. My tenants don't have patience to wait for so long especially if something is an emergency. This was raised by me before with American Home Shield too.

I didn't have issues with the vendor that American Home Shield used, but I had some issues with American Home Shield themselves. When I called in initially, someone came out. They gave me a diagnostic and said whatever needed to be replaced. I told him that I just had someone come out in the summertime so if that was an issue, it should have been caught at that time because I had my compressor replaced. He said they shouldn't have replaced the compressor and it looked like that was a problem to begin with.

They went back and told American Home Shield what they had found. They told me that the claim was denied. I told the rep at American Home that I needed to get a second opinion. We went around and about. They said they would send someone to give me a second opinion, but I needed to pay again. I told her that I didn't think that that was fair. Number one, they were using their own contractor. Could I have my own come out? She said no. I told her I should not have to pay. I just need a second opinion because I didn't understand how, if I just had work done, that they didn't cover that I had to pay out of pocket and they were telling me $3,000 later that I have another issue that should have been caught at that time.

They sent out someone to give me the second opinion. The second opinion said that item was bad, but the entire unit needed to be replaced. If I had replaced that piece that was bad, when summertime came around, I was gonna still have another issue. It was almost as if I was being forced. They didn't wanna approve the claim. They were gonna turn around and I'd have to keep calling them to come out to replace this and that. They were not honest and I had to really struggle for them to have someone come out and give me a second opinion.

American Home Shield denied the repair by saying it was a preexisting situation. I called them and spoke to 2 different people and explained to them that we just purchased the house and had no knowledge of there being a problem with the washer and that was why we purchased the home warranty. They requested that I send the home inspection report that we received when we were purchasing the house, which I did. It’s been over 3 weeks and no one has gotten back to me about the repair in spite of my calling and emailing them about it. I would stay away from this company. I wish that I had done my research beforehand because from what I have seen from my research since then is that this is a recurring, common response by American Home Shield. They do everything they can to avoid fulfilling the warranty terms.

He finally came on 01/30 and returned because of the snow. Then reschedule to 02/27. He came, but the part he ordered was the wrong part. During the waiting time, AHS sent another contractor from an emergency service company to check the fridge on 02/12. The new contractor came and never had any diagnosis or follow-up call. I had to call AHS again; they sent the third company to diagnose the problem and order the parts. I have received over 20 updates. The new appointment is 03/10/26. I DON'T know if my fridge will be fixed this time. Imagine how hard life is without a fridge; a total of 5 days off from work, waiting for the technicians to come; many hours of phone calls with the ASH. My advice is DO NOT USE American Home Shield!!!!

3/2/2026 I called to follow-up on the process. I was then told that they could not give me the cash price due to the item being ordered already. I explained the conversation I had on 2/24. After 2 hours of conversation I was told by the rep they have spoken to the vendor, purchasing and that they can now process the cash in-lieu. She said she would put it in and follow-up with me personally within 24 hours. I called back after 30 hours and was told again that the they could not give me the cash price due to the item being ordered already. I explained the conversation I had on 2/24 and 3/2. After 2.5 hours of conversation I was told by the rep they have spoken to the vendor, purchasing and that they can now process the cash in-lieu and they would follow-up with me within 24 hours. I called the vendor on 3/4 and was told that they do not send back the hot water heater. They keep it and the warranty company bills them for the product.

The cash in lieu is not dependent on them returning the water heater. On 3/4 I called again and was told again that the they could not give me the cash price due to the item being ordered already. I explained the conversation I had on 2/24 and 3/2 and 3/3. I was then told that they will need to submit the request and it will take 3 to 5 business days. AHS is lying about processing and refusing to pay per the warranty contract. They also neglect to notify consumers of their options and refused to give details of what is included in their "non-covered" charges when work is submitted.

When reaching out via chat they disconnect after collecting your information and asking how they can help. Via phone, the reps will hang up on you and you have to call back multiple times and speak to multiple people but the issue never gets resolved. Just continued "it's in processing". Just look at all the generic replies they give to negative reviews. Guess what? There is no follow up. Just blank statements to look good on the review.

The company came back out today and got uppity with us, asking why we did not take pictures and if we had proof. Nobody told us we had to have proof, and either way, it was not working. He then said the line was clogged, but he had just unclogged the line two weeks ago. He fixed it again and left, and hopefully it will be fine. He also accused us of touching something inside. We did not touch anything. You either turn it on or turn it off. It either works or it does not.

I do not have an issue with American Home Shield. I got the service around October when they were running a special. They sent me an email, so I signed up. The customer service has been great, the website and app are easy to use and it has been a good experience. Plus, the price seemed fair. It’s just that there is obviously something going on with the ice machine. It may require a different set of eyes from more than one technician to get to the bottom of what is wrong. It feels like they keep fixing the symptom and not the problem. They should get to why it is clogging instead of just unclogging it. I am going to have to go through this one more time to see if maybe the technician did not unclog it all the way and it clogged again, or if it stops working again, then that means they are not getting to the real problem as to why it is clogging in the first place.

American Home Shield based its cash-in-lieu offer on what the contractor reported. Although they said my hot water heater was covered, they only offered me $397, which they said was the market rate. But it’s not. I cannot find one for less than $1,000. If they are basing that on contractors in this area, my contractors work in this area. I live right down the street from Home Depot, and the cheapest one there is $800. I cannot replace the water heater or pay for labor with that. $397 is all American Home Shield said they would give me, plus my $100 fee back, so $497 total is what they are saying my hot water heater, labor, and purchase is worth to them.

I was very disappointed because I paid American Home Shield $73 a month for seven years and never used them. This was my first claim and the only other time they sent the contractor was for my garbage disposal. I paid the $100 fee, and the contractor said it was the outlet, not the garbage disposal. I paid an electrician, changed the outlet, and it still did not work. When I called American Home Shield again, it turned out to be the switch and not the outlet. The hot water heater was the other portion of that claim. So in seven years, I have only used them two times. I have paid thousands into this just in case I might need it, like insurance, so I would not have to pay a lot out of pocket when something happens. Instead, I had to buy the hot water heater myself for $800 and pay $600 to have it installed. They stood by the market value.

When I asked for a supervisor to call back, a young lady called me back and told me that the department that deals with the cash-in-lieu does not have a phone or email, and supervisors are hard to get in contact with. I asked for a supervisor from that department to call me back, and I was told it is not going to change. I asked the rep if she was a supervisor, and she said no, and that she would put in another request, and they would call in 24 to 48 hours. By day five with no hot water, I was told I might have to wait another two days. On day seven, I said I could not take it anymore. I had been taking baths out of pots. I went and paid for the hot water heater myself. Allegedly, they are giving me my money back, but I have not even checked my account to see if the $397 or the $100 fee has been returned. It was a horrible experience. The whole process took nine days.

I would never recommend anyone to deal with American Home Shield. I'm only keeping them because I've had them. I might cut the contract. But you have to have a home warranty, and I just hope one would be fairer than they are. The customer service rep only read from a script. I asked for a little compassion and morality, but it was the same script. When I kept complaining, they said they were going to end the call since they had addressed the issue. But they had not. Pricewise, I pay $73 a month. That might be a good rate, but you definitely do not get the service you are paying for.

Then the second visit, they came out; again, they did not go under the house to check it out. They did nothing. Then, they closed the account, so we called American Home Shield back and said we needed a plumber. They sent a new guy from a different company who went under the house, saw the leak, and now we're waiting for it to get fixed.

I've had AHS for years. It was something that we always knew we would want. I like that my home is protected. What could be improved is who they hire to come out to the house.

We have a claim in for those I listed that I submitted mid-December. The contractor couldn't come out until the first couple of days of January, which, with the holidays, was fine. I understood it because of Christmas and New Year's. They were four hours late for the appointment. They came out, did their assessment, and left. I never heard from them again.

I followed up with AHS and found that the claim has been marked completed, although no work was done. AHS opened a new claim, sent out another contractor. I had to wait another week for the contractor to come out. They came out, did their assessment, left, and I never heard from them again. I called the contractor four times. I left them voicemails. They did not answer. I finally called AHS. They said, "They marked it completed." Again, service not done, same items.

AHS created another ticket. They did a recall. The contractor declined the recall because no work was done. How are they recalling something that was never completed? The contractor told AHS that they could not make the repairs until the valve is replaced. So, they needed AHS to include a valve on one of their orders. AHS did that. They created another service ticket. They included the valve on there with the couple of faucets and the toilet leaking. Another contractor came out for that, did his assessment, left, and the job was marked completed. Again, no work done.

I started getting emails from AHS saying, "New ticket. Created new ticket, created now." AHS created a ticket with two items when there were five items that needed to be resolved. I don't know why they decided to randomly pick two. The two they picked weren't even the valve, which meant they couldn't do a repair. I called in frustrated, talked to escalation and said, "You guys had four contractors out here to look at these same things. Nobody's doing the work. It's been over two months since the initial call-in to get the stuff repaired. Nothing's been repaired."

AHS said, "We need to send another contractor out." It will be contractor number five. They don't understand why they keep sending new contractors out, don't understand why the new work order that AHS created did not include all of the items that were on any of the last four work orders. They said, "I'm sorry, they need to go out. We can't do anything until they go out and look at it." I said, "You're sending one of the companies that has already been out here, has already looked at it, already told you what needed to be done," yet AHS does not follow what ServicePro says needs to be done in order to complete the job. The service is still open two months. I've talked to escalation twice and nothing has been done.

I'm going to meet a contractor tomorrow so they can, again, just look at the problem, not actually repair anything. I don't know what they're looking at because they've already been to the house. They were out there in January. They looked at it. They know it needs to get done. But they need to go tomorrow and look again for some reason. Every time they go out to the property, I have to take a day off from work because they don't tell you, "We're gonna be there at 10:00." They tell you, "We're gonna be there between 10:00 and 2:00 or 12:00 and 2:00." Sometimes these contractors would say, "It's between 12:00 and 4:00," but show up at 6:00 at night like one of them. I keep taking off days of work while AHS does something in the background, which has been useless at this point.

I paid AHS 1,000 the year before and more than that this year because I had to pay $100 for the contractor to come out, yet we've had no work done. It has been $1,000 in the trash can at this point. I've also been paying for water bills that are through the roof because faucets are leaking and toilets are running. AHS, who should have fixed this two months ago so I don't have these big water bills, has not done anything. It's horrible.

I could use a voucher to replace it through them or take it to a store out here and I got a new refrigerator. My one before was a GE, the replacement is a very nice refrigerator. It's beautiful. I'm very happy with the results. I'm surprised how nice they were about the whole thing because it was terrible. We're spoiled. We like our ice and filtered water and it was nice that they were very sweet about it and cooperative. I'd recommend AHS to a friend. I've already recommended them to my daughter. My next-door neighbor also has American Home Shield and she has been very happy with them as well.

AHS has been great. But in 2012, our furnace died and the tech was a huckster and he owned the company. He said that he had a unit that would heat this house for the living portion, although it's bigger than that, it was 1,350 square feet that we had to cover. He said, "I have one that a customer was going to purchase, but they decided not to. It's brand-new. Everything's good and you can have this." Then, he was talking about wanting $900 out of our pocket to replace the furnace. I said, "But other than my deductible, this should all be covered by a home warranty. I shouldn't have to pay you that much out of pocket." We went back and forth with this guy. It was December into January. I have health problems and we were without a furnace for an entire month because of this jerk. Finally, I had to call in, get a supervisor involved, and get it escalated.

What I noticed is that vendors are leaving American Home Shield. I don't know what's going on on their side. But the guys that came out to give us the estimate about upgrading the garage door opener, they used to service for American Home Shield in our area, but they don't anymore. When a guy gives you the kind of snark he gave us, I was like, "Oh, okay." Because these guys have enough business. They don't need them.

I like the app of AHS. It does its job. They're very efficient. What I don't like is that it's very hard to call and actually talk to someone. Human beings can help you if you have an issue or have a question. But I probably would have been better off going with them in the long term. But they had a little more class and processes are firmer. They hold up. They're okay. They replaced our dishwasher, our furnace, and a kitchen faucet. It's difficult, though, because they go with builders-grade. And one of the things I don't like is, if you want to pay the difference, they can install a different unit, and there's not really great coordination between you and the vendor. Frankly, the kitchen faucet that they put in here is almost like the covering on the faucet was nicked within the first year. It's almost like pot metal. It's just flimsy. I said, "I guess I have to live with that."

In the process, if they had said, "Now, you have an option. We go with builders-grade and you can trust us to pick it out for you. Or if you respond in the next 48 hours, we get stuff at wherever, and we can certainly get that. It might take a little longer to get it ordered in." I chose that. Your dollar goes farther, and you just pay the difference between builders-grade and whatever you selected. I would really love to see that improved.

He came out and looked at it again and told us that both pumps had gone bad. I didn't realize there were more than one pump in the device. So, then we had to wait two weeks, roughly, and he came back and installed them. It seems like it is functioning correctly now. There are these two devices that the water runs through that sprays the bottom of the trays, and we did notice that one of those doesn't seal down on its thing anymore. It does stay on there through the cycle because it's the bottom one and it's held down by that tray. When the guy was here, he mentioned that on the last time he was here, it wasn't sealing down on it anymore, and he said it wouldn't be a problem, so we didn't see a point in reaching out and getting it fixed. Overall, using American Home Shield is very useful in terms of taking care of the heavy lifting and home-owning.

This is day number two. So, I said, "Get your manager on the phone." I never ever got to talk to anybody, but a customer service person that did the scheduling. I wrote letters. I emailed. I did everything. So, he said that he got in my house at 1:45. They sent another gentleman that came around 5 o'clock. The other guy that came first sat there from 1:00 to 2:00 to 5:00 waiting on this guy to come. So, they sent a second guy. He had to go to Home Depot and buy the piece that he said needed to be put on. I have a brand-new bathroom that I had put on, put in, and he took and put this putty around. He said it's caulking. I told him that bathroom never had caulking, that the piece that you turn the shower on and off is flushed through the wall. It does not need caulking. So, he couldn't get that on right. It never worked. They didn't leave my house until 7:00 p.m. after all-day service that wasn't done.

I told them, "Just please leave." And I called again. I told them, "Do not send an inexperienced plumber to my house. Send somebody that has some experience and been with the company for a while." I still never got to speak to the branch manager. I'm sending emails. I'm talking to this guy named Tamaro. I'm talking to a girl named Sierra. I'm talking to all these people that answered the phone. They sent an email, they said they escalated this to the escalating department.

Yesterday, they sent out David, and still my plumbing is just still not resolved. I have a mirror that's on my wall when you come up the bathroom. They told me I had to have that whole mirror removed, a whole cut in my wall, to put a valve in. I have to cut the water off and cut the water back on to take a shower to keep it from dripping. I'm 72 years old. I've been in this house since 2005. Nobody ever told me that I had to put a hole in my wall and take down a mirror to fix a plumbing problem. I don't get it. I'm still lost.

A young man came out and said he did not know how to fix the issue. AHS then sent North Alabama out. They came and said they had to order parts. They ordered parts, came back out, but the parts were wrong. They went back and said they had to order more parts. They ordered more parts, came out, but those were again wrong. They did that five times they did that. And the last time they came out with the wrong part, the tech said he'd have to go back and get AHS to order more parts. They had ordered the wrong ones again. This has been going on for months. My stove still doesn't work, and they haven't come back.

The last time I called AHS, which was a few weeks ago, I said, "Can we just say this thing is not fixable and get me a new stove, please? I really need my stove to work." The rep said, "I'll have someone call you back." I said, "Okay. Will they call me back today?" She said, "No later than tomorrow." That has been over two weeks ago, no one has called me back, and I still don't have a working stove.

I have an almost brand-new stove. It's a little over a year old. It's not like I'm asking AHS to fix something old and decrepit. And I cannot believe they won't return my call. The guy that has been comng out and trying to repair it keeps saying that this is a very difficult thing that he keeps telling AHS exactly what to order, but they keep ordering the wrong thing. So, the last time, they sent him a drawing and said, "Please circle the part you want ordered." He did that. He sent it back to them. He said, "They sent me a drawing this time, and I circled what part I needed. I should have it this time." He came out, and was, "Oh, my God, they ordered the wrong part again." This is crazy.

In terms of my years of being a customer with AHS, I don't make a lot of claims, but when I'm making a claim, I feel like I have to pay this money for them. They automatically gonna charge me. And then, the other company comes. My understanding of AHS, according to my contract understanding, is that if they're unable to fix the problem that they are going to replace it. In past situations, I have appliances in here now where they didn't replace it, and I just said, "I give up. I give up on it."

The requests are not that many, but in terms of saying whether they get me someone that's supposedly coming into my house, they've been good. The turnaround time to put the claim in, normally, within not even an hour, I can get a response back. If it's not on the weekend, I can get a response back, and they say, "Okay. This is the company. A technician will be coming from this company. This is their phone number. Somebody should be sending you a message or calling you or something like that." That's good service to me.

The service guy that came out this time was very personable, very courteous, and efficient. He replaced our toilet and he did a good job. The only problem that we've had now is the lid and seat are not fastened completely, so it's slipping, so I was gonna call him back and ask if they're in the neighborhood they could stop by and just tighten that bolt, because you have to get behind it and I can't get down on my knees. My favorite two service providers here locally have been All Points Plumbing and Eagle Eye Appliance Repair. Those two companies always do a good job, and their technicians are knowledgeable and courteous and responsive. They answer any questions you might have and make sure that the problem is resolved before they take off.

As far as American Home Shield, I've had some horrible experiences too, and particularly, most recently, with our washer. I submitted the work order in mid-November And finally got the washer replaced last week. It was a solid two months without a washing machine. During that time, we had to have three companies, five technicians look at it, and six parts ordered before American Home Shield would say, “Replace it.” That was absurd because it cost American Home Shield, the provider, and me negatively because new parts were expensed to put on there, the technicians' time for all those companies to come out here. The first company that came was Hotpoint and they had two really young technicians come. They were here for a while. First they diagnosed it, and then when the parts came in a week or two later, it was over Thanksgiving holidays and they came out and replaced the parts in the washer. They said they tested it before they left because we didn't wash them. The utility room's not big enough for all of us.

They assured us that it was working, and then we tried to use it and it was doing the exact same thing as it was before. They didn't fix it. So then I called American Home Shield and they sent the same company back and I called that company and said I want a skilled technician to come that has experience and knows what they're doing. So he came and he looked at the parts that the other guys installed, and they installed them incorrectly. They installed one part on the outside of the bottom of the washer and it should have been installed on the inside, for example.

So, he said he corrected the mistakes and that it should be good to go. And then we were able to wash one load of clothes and then it started doing the same thing again, and it fills up with water and the water won't cut off, so it's gonna flood the house kind of thing. And then the control board on the washing machine was going crazy, saying it was going to take 260 minutes to wash a load of clothes, and it was just clearly not fixed. So then I called American Home Shield back and I was told that Hotpoint assigned it to another provider. I don't know if they just didn't want to deal with it anymore, and we obviously wanted somebody else that knew what they were doing to fix it, so they sent another company.

That company sent their technician and their technician worked on it, and said he fixed it. He left and we experienced the same thing. It still wasn't fixed, and then I called American Home Shield. We care for our 91-year old mom and we have to be able to wash her linens and so forth. I called American Home Shield and I was not happy, and I said, “I want A different company or I want a new washing machine. Just replace the washer. It's going to cost you less, going to cost me less inconvenience,” and they wouldn't do it.

The first line help desk kept repeating the same thing. They had to have a diagnostic report from a provider that said it had to be replaced, that it was not repairable. And apparently, that's not what the technicians wrote on the report they send to you, because they said that they fixed it when they left, so I guess they thought they did, because they didn't stick around long enough to test it thoroughly. American Home Shield hadn't received a report that said it was not fixable. So I said, “Well, that's because they didn't stick around and test it.” So I said I want to speak to a supervisor, and after being on the phone for an hour and a half in that particular call, they transferred me to the escalation department which was totally useless. They told me the exact same thing that the first line help desk told me.

It was extremely frustrating. Then he said he was going to transfer me. He transferred me to some person. It sounded like in the States, and that person said she needed to pull up my account, put me on hold, and hung up on me and never called back. Needless to say, I've been on the phone two hours trying to get this resolved and got hung up on after all that. So my blood pressure was probably through the roof. I just sat there and I was like, “Okay. How am I going to get this addressed aside from letting the third company come back and finally make the right call about it?” After all of that, I just went in and said it’s still not fixed. AHS sent a third company, and the guy walked in and I said, “Okay. Do you have the history on this particular repair?” And he said, “No, I don't have any information. I thought, “Oh, that's a red flag, If you're the third company that's been dispatched, why wouldn't you have the history to know exactly what's been replaced and what they've done?” He said he didn't have any of that. And so I had to go through the full spiel again about what had happened.

One guy, probably from Sears, came out, looked at the refrigerator and said, "It looks like a compressor problem. We don't do compressor problems. See you later." He spent 10 minutes here. He pulled the refrigerator out, looked at the back of the fridge, said it was a compressor problem and said that, "We don't do that." I had to call back American Home Shield and they got me another company to come out that did compressors. The guy ordered a compressor. It took nine days to get the compressor in. He finally brought it over on Monday, installed it and the refrigerator is working.

AHS has a list of vendors and those are who they call, but the vendors weren't great. I wonder if AHS chose those vendors because they were cheaper. I'm sure they will change some of their vendors after what we've been through. They just need to have better vendors. However, the response from AHS was very good from the people I spoke with. I had to wait a while but my fridge is fixed. I had to eat nonperishable foods for a week, but that's okay. I like that the people responded to my phone calls. That was the most important thing. They were very understanding and responsive.

The contractor initially came out, did a diagnostic, and said that the panel board needed to be replaced. They came and replaced it, but I still have the same issue as before. When you dial in the temperature for the oven, none of the numbers work. Some of the buttons on the board that I get to touch work and some don't. They replaced the board and said everything worked fine. I went to try it after they left but nothing worked. Everything's the same. There are several wires that connect to the board. They mentioned that maybe one of the wires didn't connect right. They're supposed to come out tomorrow to look at it again.

As far as AHS, I think the $100 deductible could be lowered. I'm not saying eliminate it totally, but it could be lowered for as much as the plan costs per year. If they would lower the deductible from $100 to $50, that would make the service much more attractive. I've already told others about AHS. I said it's a good program. If you're buying a new home or if you're buying an older home or if you have old appliances in your existing home, this is a good thing to have in the event that something goes wrong.

Every single time I called, it was a different experience with every single person. One person would be like, "Okay, that's it. If they can't fix it this next time, you're getting a new dishwasher." Then, next time, it would be someone different, that was never what happened and they just kept trying to repair it. They can't even figure out what the problem was. It was beyond horrible. I would never recommend them. Submitting the claim was easy because you don't even have to talk to anyone, but everything beyond that has been inexcusable. It was going on since before Thanksgiving, and I just canceled them three weeks ago. It's still not fixed, and my floor is warped underneath where my dishwasher is. So, I'm really ticked off. American Home Shield is absolutely atrocious. Their reps were polite, but no one was consistent. Every single person told me something different and no one got it handled. Even through escalation, no one took the lead and got it handled.

The contractors were decent. A different guy did the diagnosis, and another guy did the repair, but that didn’t matter. They did a great job and were communicative, and were doing what they were approved to do. The frustration was with the warranty company. It felt like they were waiting for it to break 100% before doing anything. It was frustrating when it was 12 degrees and the heat went out.

I also have an ongoing dishwasher claim. It isn’t 100% broken but it was recommended for replacement. The only option available is on backorder, and the claim was closed. Reopening it would require paying another $125. The current unit is a built-in panel unit that costs about $1,800, and the proposed replacement is a $600 unit that wouldn’t vent correctly and could ruin the cabinets. Dealing with American Home Shield is a nightmare. I've spent countless hours on the phone trying to fix it, and even escalated it. I've tried my hardest to resolve it, and American Home Shield doesn't care.

When you've got air conditioning problems come summertime, like everyone else, American Home Shield is slammed. So when they get those independent contractors to come out, they're backed up, too. Sometimes, when it's 115 degrees, the response is a little slower than it is. But this time of the year is perfect. I had an air conditioner one time replaced at our prior home, and that was big bucks. A crane had to be used to get it off the second story of the roof. It cost us 1,000 bucks, and I didn't care. It was one of those jobs where it had to be five grand, sitting up there. It was an air conditioner and a heating source for those rooms up there, so it was something we needed.

The customer service is nothing but helpful. They try and console me. I've been with American Home Shield since we moved here, so it's about 36 years. They’re the first person who ever called. I just retired a year ago as an insurance agent and I’ve sent many people to American Home Shield because I think that much of it. They’re there when you have a problem. You give them a call and if they can fix it, they'll fix it. If it's not covered, then it's not covered. But not too many things aren't. They do a good job.

If I were to call a local plumbing place like Thompson Plumbing, it would be resolved within just a few days. They have a large parts supply because they're a big plumbing dealer. I don't mind working with the little guys because sometimes they come up with better answers, but it seems that parts availability is not as good with the small guys as it is with the big guys. I’ve been with American Home Shield for about nine months and I would recommend them, but I will give the downsides as well as the upsides.

We have three homes with policies, and we’ve had a good experience with some of the claims. There was a local representative my wife dealt with who’s no longer affiliated with her office, and that part has been a little difficult. We’ve only had a couple of claims. There was one heating or hot water tank issue that turned out to be plumbing-related. They sent out Northwest Sundance Services, and they were not great. The technician thought there was mold and reacted in a way that caused us to bring in mold specialists, but there was no issue. We wouldn’t have them back.

I made a second call to American Home Shield and let them know. So, they immediately sent out a second technician to look at the microwave. He came and determined they needed to order parts. The parts were ordered and when they arrived, the repair could not be made because the door of the microwave was the problem, which is no longer being made. So, yesterday, I was told that I've been approved to get a replacement microwave, which I will do sometime in the next couple of days.

I pay $100 for each claim but American Home Shield didn’t charge me for another claim for the microwave. I was very appreciative of their response when we didn't get the complete work order and both technicians were very good. The monthly bill just showed up and the price could be lower. But I've had American Home Shield for years. It’s too late to kind of change now, because they got everything done. And as soon as you drop it, something will happen.

American Home Shield kept offering the new stuff and I told them, "I don't want anything new. It's not going to work for me. You're wasting my time. Can you please just cancel it?" Finally, I had to yell at them and say, "What the hell? I don't know what the hell you're trying to do." But they kept trying and trying. I've been in sales, so I know what they're trying to do. But there's a point when the customer is as adamant as I was. They were very nice in the beginning. But by the time I got sent to the fourth department, they just hung up on me.

We reached back out to AHS. They were like, "Well, they said it was completed." It was not completed at all. We had something go wrong the second time. So, they put it on another work order. Then it eventually got fixed. With the washing machine, they sent out a guy who diagnosed it. He went out to the car, ordered some parts, and we were sitting there wondering why was he ordering parts. A new washing machine is like $600 to $700. He was ordering about $500 in parts. He told us that AHS said to replace the parts. First of all, the parts were delayed. Some were backordered. So, that pushed us to this year to get it repaired. Then the parts didn't come in. We were fighting with them. Sears was not responding to AHS, and they were not even answering our phone calls. We were calling and calling. So, we called AHS.

AHS was calling Sears, they were not responding, and it was like, "Something's going on with Sears, where they're not even responding to us." So, it's not just on the consumer level. We had an appointment set up. It was 8:00 to 3:00. So, I had to take off work or I got to change my schedule around to be here from 8 to 3 o'clock. That's a big window. So, that ruined my whole day. I do deliveries. I can't even work a three-hour shift. So, I took off of work that whole day, sat around the house but I didn't get a phone call until the last 10 minutes and they said they were not gonna make it that day. That was on a Tuesday.

We scheduled it for Thursday and on that day, they called me and said they were on their way. This was right after the snow, and they said they couldn't get down our street. However, the neighbor across the street from me was having their roof done. They just got a delivery right across the street while he was talking to me and telling me they couldn't get down our street. I was sitting there just trying to keep my calm because if I lose it, I wouldn't gain anything. So, I tried to keep everything under control. That was when I handed it over to my wife because I was trying to be copacetic, but they were about to bring out the other side of me.

Finally, the guy came but he got here at 3:40. The appointment was 8:00 to 3:00 again. So, I was already livid. He came in and dilly-dallied for 20 minutes. He went back out to the car, took some of the parts with him, but he didn't take all the parts. Then he said, "Yeah, we can't fix this. I don't have the parts to replace this, that, and the third." They ordered the bearings, they ordered the tub, and they ordered some other parts. He took the bearings, and he was like, "See these bearings, you gotta have a certain kit to press this into the tub assembly, and we don't have that stuff." He doesn't know I'm a mechanic, so I know everything he's talking about because I have it out in the shed. He turned around and just said they didn't have the parts, and they were gonna order us a new washer and dryer.

They just ordered a new washing machine. That took another three weeks. We have been out of a washing machine for about two months, running back and forth to the laundromat. It snows and gets cold, too, and we were just sitting here like, "Come on. Can we just get our washing machine fixed?" I'm handling most of this because my wife is working day shift. So, I'm making it work. I'm calling them on the day. It was sometimes two to three-hour wait to get somebody to call you back. They finally got in touch with somebody, and then they told us about the process. I asked if there was anything that we could do to escalate the situation because they've already missed an appointment. They said since the repair is assigned to Sears, they can't do anything until Sears doesn't show up.

Sears didn't show up. So, I called AHS back and told them that they didn't show up. They told me I have an appointment scheduled for Thursday. I was like, "Yeah, but they didn't show up today. So, can we escalate this now?" I was trying to do a preemptive strike because they already missed an appointment. Then even when the stuff was backordered, I was getting emails. So, I was calling AHS and said, "Hey, I'm getting emails from Sears saying this part is backordered, but there's nothing on the appointment order saying this part is backordered." Sears wasn't talking to AHS. I got an email saying, "Hey, this isn't gonna be in time for your appointment." So, I was calling them ahead of time, saying, "Hey, I'm getting emails saying that my parts are backordered. Are they gonna be here for the appointment?" They said, "Well, we need to go ahead and do the appointment to make sure we got the parts right."

They wanted me to take off of work just for them to check somebody else's work because they were not installing anything. I was starting to fume up, and I have a vein that pops out of my forehead. So, my wife saw the vein pop out, and she grabbed the phone, and she jumped on it. She talked to AHS. So, they canceled that appointment, and I was like, "Just wait for the backordered stuff to come in." The backordered stuff finally came in. Then we were calling and trying to make the appointments. Sears was not responding. So, we called AHS again. They were calling Sears. They were sending emails, and they don't get responses back even from them. It just kept spiraling. So, finally, they sent us a new washing machine. American Home Shield did everything they could in their parameters, but they could have escalated it faster.

We've had this AHS plan for about 15 years, and there are some years we never used the plan. My pays about $100 a month for 15 years, so AHS made quite a good penny off of us. I think that some of the things could be escalated fast. Our refrigerator and stove had been here since we moved in the house. So, they're at least 15 years old. AHS can move faster in some situations. They kept dragging their feet. There needs to be better vetting for the companies that they're contracting with because the one guy showed up here and he looked nasty. I made him put on booties. He left a lingering odor and I had to bleach the house.

When the guy came and looked at it, we turned it on for him and he said, "Well, it looks like the guy that was here last time took off the insides." But I said, "Well, yeah. They had to replace the whole insides because of it leaking into the computer. And he had to replace everything." He then said, "Well, I can't work on it because he didn't keep the label." He told me that they would not work on it if it didn't have the serial label on it. But he had to replace the whole thing. I don't know how that works. We've had someone come out, and this is the third time we've had to have someone come out to fix this. He said that he would notify American Home Shield. He said that companies won't work on it if that label has been taken off that has the serial number on it.

He said it'd be notified to American Home Shield that night, so I waited till the next day. I got on the chat online, asked and they said it hadn't been been uploaded from them, and that I needed to wait another day. So I waited a couple of days then I did it again and got on. The person I was talking to said, no, it still hasn't been uploaded. We went back and forth, and they said, "Let me call the company that we sent out there so they can get it uploaded right away." Then he came back and he says, "I guess it is uploaded and it's to the team and they're going over it. And we will let you know." That was last week and I haven't heard anything.

So, I called around, including the manufacturer for Goodman Heating and I found a place, and I asked them if they work with Cecil & Sons because I wanted to make sure that whoever I got is an authorized provider and that they worked with Cecil & Sons. I didn't want people to tell me, “Oh, we don't work with that person,” and whatever the case might be. They said they work with Cecil & Sons. I asked to speak with the manager. He said he didn't have one right then, but one was in Gaithersburg and they could get it there the next day but it will cost like a rush of $125 for them to make that adjustment. I said, “Okay.” I called Cecil & Sons and told them they have it out in Gaithersburg. Cecil & Sons told me they don't go to Gaithersburg.

I called American Home Shield and I said, “Look. Cecil & Sons is not able to get it for a week later. This guy who also works with Cecil & Sons, the retailer, they can get it to their store. I think it's in the next day, but it's $125. Can you guys make an exception so I can get heat?” I talked to four persons at American Home Shield and they all said no. They escalated and escalated. I don't think I spoke to a decision maker. They told me the best they could do would be to give me credit and I’d go get a heater. I told them I couldn't go anywhere. I couldn't move my car. So, they left me.

I called Cecil & Sons and I told the woman, “Ma'am, I don't like to call of sickness on myself. And I don't feel I have to reveal my medical history to tell you how dire strait things are. I have a contractor.” I sell real estate and I have a contractor. He has four-wheel vehicles because they do construction, and I begged him. He said, “Angela, I have a meeting. When I'm finished, I'll see what I can do.” I was very surprised because he is the owner, and he came and he dropped off a heater for me along with some firewood because he knows that I have a wood-burning fireplace. I had one of the heaters so I could stay in one spot if nothing is upstairs.

She told me that American Home Shield called and said they'd be able to get it on Monday. I'm now sick, and that’s the following Monday. All this is from the 25th of January. So, on that Monday that they said, I didn't call Cecil & Sons because when I spoke to the woman and I said, “Ma'am, I am a senior. I cannot move and get around,” she went, “I'm a senior too.” It was so snide and insulting that I told myself I was just gonna let them call me on Monday.

My neighbor next door said she has a space heater that I could borrow. It was Sunday so I said, “So, if I need it, I would give you a call because that means I would get downstairs heated.” I could barely cook, so I went downstairs and opened my oven. I'm not supposed to, but I didn't have a choice. On Monday, I called Cecil & Sons by accident. When I found out that I called, I immediately hung up. Five minutes later, the same woman who was also a senior called me and said she was calling to give me an appointment. I said, “You're supposed to be here. You told American Home Shield from 8:00 to 5 o'clock. That's what they told me. And I'm sitting here. It's now 2:25. And there's no one from your company.” She said, “We never told American Home Shield that. And we won't be able to get out there until Wednesday.”

It was getting so ridiculous that I didn't know what to do, so I called American Home Shield again. I didn't get any substantive response from them. American Home Shield called me and told me that they spoke to Cecil & Sons. Cecil & Sons said that I have to go up on the roof and clear the roof before they get here. That was so ridiculous. It was comical. I said, “Cecil & Sons was out here looking at the unit and they told me I need an inducer motor. We didn't have any more snow. I opened the trap door. They can come up.” This was what the young man did and he went up to the trap door. She said, “Okay. Well, since they've been up there before, they should know the condition or whatever.” So, I left it alone.

I then got the email saying that I have been reassigned to another technician. True Tech was the one AHS assigned it to. So, I immediately called him and he said they could get out here the next day. He asked me, “Is it clear to get on your roof? If it's clear to get up to your roof, I could be there the next day.” I told him I've been up there and another technician has been up there. Their technician came shortly a few days after, and he went up there. I didn't give any more information because I was gonna let them do whatever it is that technicians do.

I went and turned the heat on and off because I noticed that the heat was climbing. I told the guy that the battery was blinking. It's not that it gives you any warning. If you don't go out and look, you would know if you need a new battery. So, I changed the battery, turned the thing on and off. Lo and behold, the heat came on. But it was the same day that the guy from True Tech came. So, he went up there and he looked and when he came back down, he said everything seemed fine except there was corrosion where the ignition light is. So, maybe that was what it is. I asked if he checked the inducer motor and he said, “Well, I didn't see anything wrong other than what I said.” He was downstairs and he went up there again and he took another look. He said, “No. It's not giving me any indication that something is wrong.”

I called Goodman, and I went through a long discussion with them. I was gonna call one of my contractors that did me a favor to call to find out what it could possibly be if that's not the case. This was just me being proactive because I didn't want them to keep coming and nobody's trying to fix this doggone thing. On the 9th is when the young man from True Tech came out and said that he didn't see anything wrong with the motor, and he cleaned the ignition and around the ignition. So, he turned it on and it worked. On the night of the 10th, it started feeling a little chilly. I put my little space heater in my room. When I went outside on the 11th, it was cold as hell. So, I said, “Okay. Maybe if I turn it on and turn it back like I did the last time, it would work instead of calling again.”

Last night, nothing happened so I called True Tech and I said, “Look, the guy was out here Monday. I still don't have heat. It went out on Tuesday night.” He said I needed to call American Home Shield. So, I called American Home Shield. They told me they would call True Tech. All this took place today. True Tech said they'll have somebody out tomorrow morning. So, I am now still without my fireplace and my heater. I work from home, and it's no fun trying to work in the cold. I probably could have called somebody else with American Home Shield that I am familiar with because of real estate, but I didn't feel it was necessary to collect that kind of political capital and I shouldn't have to. So, I was a little disappointed with American Home Shield for that.

I had had such a wonderful experience with American Home Shield in the past. Not only do I send my buyers to them, I have friends with them and my entire family has American Home Shield because of me. I had them switch to this because I've always had good experience and I could always call. I don't think they're a bad company. It's just I shouldn't have to call American Home Shield for them to do the right thing. This time, they dropped the ball.

Also, I was gonna call AHS for them to make an adjustment to my monthly payment because I see where they're offering new people less than me. So, I'm not happy with that. Their price jumped up and then the service went down. That doesn't make any sense to me. As far as the people that answer the phone, I don't mind if they ask me what it is that I want to escalate and why, but that shouldn't prevent them from having me speak to somebody above them if I'm not getting the service that I need or want from them as the first line of defense. I thought that I was blocked from talking. So, that bothered me a lot because if I have an issue and if I cannot get it resolved at the first line or the second line of defense, I should be able to have somebody call me back under the circumstances. They lack compassion. Overall, I did not have a very good experience.

I got someone. And I said, “Is this okay?” And he was like, “Okay.” So, the person I called came, so I called AHS. Now, at the time, they didn't tell me I had to get approval so I was like, “Okay.” So when they called me, the person was here, so I was like, “Oh, okay. Well, they're here. You can talk to them.” So while we were talking to them, they were like, “Oh, well, this is not covered.” I was like, “The switch? Well, it's a holding tank and we don't cover that and blah blah blah. I don't understand.” They're like, “We cover this and we cover that.”

I'm looking at my contract and I was like, “Okay. So the contract says you cover the water pump system of parts and components.” They were like, “Oh, well, we don't cover the switch or this or that.” I said, “This doesn't make sense. We need the switch to run it. It's part. It's a requirement of the pump. It won't work. Well, we don't cover that.” I was like, “So I paid an additional charge for these additional options. And I can't even use it because you have this speculation in here that we don't cover. It's a required part to cover this water pump system. That's a double edge system, so no one will ever be able to be covered for the water pump system because you have in there, 'not covered' the pressure switch." That doesn't make sense.

This was the worst experience. It was just upsetting. It was days and days of going back and forth with American Home Shield. People need to be informed of that, what they did because this is deceiving, what they did. They advertise and sell about, “Oh, we'll cover this and we'll cover that.” And this is my thing. I'm like, “Okay. That was just a water pump.” They have in there about covering a septic system, covering a roof. Imagine if something truly happens to somebody's roof or septic system, and they're depending on this company to fix it, and they turn around and deny them. That's devastating to a person, especially in today's economy.

So, I called American Home Shield and I pleaded with them. About a month later, I demanded that they send me somebody else and I paid another fee. They got ahold of R&C Air. They're a godsend. From the moment I got in touch with those people, they're like magic. I got a text message within 20 minutes of the conversation with American Home Shield and it said they had someone that could come out within the time frame. It was also asking if I was going to be home. I said, "I am definitely home. Whatever you can do, I will make it work. We're freezing." There were some pleasantries that were exchanged and they were very sympathetic from the text message. Within an hour and a half, a super kind gentleman showed up. He was very concerned with the fact that it was cold and that we've been without heat. I gave him the whole spiel and he looked at my system.

He found the issue, and within 24 hours, he was back and repaired it. It was crazy. He not only diagnosed the issue, he called American Home Shield, told them what his findings were, and I was able to get in touch with whoever he needed to to get the part and called and said, "Hey, I'm gonna schedule you super early, if that's okay." I was grateful.

He came, knocked it out, and I had heat before he left. My temperature was rising within minutes of him completing his job. It was funny because it was still cheaper that I had to pay for the Freon part of it, but they charged me $400 rather than the $500 that the other company who misdiagnosed it tried to charge me, my system was working, and it only took him 24 hours to get it done. I called to make the payment and spoke to Jackie. She was very friendly and helpful, and was like, "Hey, we're here. If you need anything, if anything else happens, make sure that you call. It's under warranty." They went the extra mile that you don't see nowadays.

South Placer Heating and Air is the worst. I would not let them heat a dog house, but R&C is amazing. South Placer said I had a leak in the system, and I had asked what led them to that conclusion and they couldn't tell me. So, it didn't make any sense to me that they did a diagnostic and said that it was a defroster board that wasn't working correctly. So, then they sent off for the part and did the repair. Because my house is so new, the parts themselves are under warranty through Lennox, which is the manufacturer. So, they weren't out of pocket. Then about a week and a half later, we were still freezing cold and my house is getting into the 40s. It was ridiculous that we went this long because of that company.

We waited for several weeks for American Home Shield to get that documentation that never came. Then finally, they had put something together and sent it over to American Home Shield and said that this whole thing was my fault because I refused to pay for Freon, and that there's nothing wrong with my system after they fixed that board. It's just that my system was low on Freon and that I've refused to pay for it. When R&C came out, he put clamps on things and tested things and showed me. He explained everything to me, and made it make sense to me. I didn't have any kind of question or regret that I didn't ask more questions or what was wrong with the system. R&C is amazing.

As far as my overall experience with American Home Shield, the hard part is the people that I dealt with were very sympathetic, but the rules that they have to follow are barbaric. I had to call 6 times in the dead of winter. I had just had surgery, so it was even worse, and I was bedridden for several weeks in freezing cold. I had to buy heating blankets and plug-in heaters. I had to order a whole bunch of stuff so my family would have a little bit of comfort when they slept. I told them this over and over and every single person was like, "Oh, my gosh. I'm so sorry. I understand, I understand. I understand. Let me escalate this." That was all I heard. I heard the same thing repeated. They were very kind and they understood, but the problem was I wasn't getting anywhere. It wasn't escalated. I was lied to and I was given false information multiple times.

I was contemplating suing American Home Shield for having my family freeze when they have the ability to turn this around within 24 hours. I put the claim in on December 8th. I didn't get my service until the 16th of January. That's how disrespected and disgusted I was with this whole process from American Home Shield. They have good people that could turn this around and fix it within 24 hours, and they refuse to get somebody out here in the dead of winter. Other than that, everything else that's in place works really well. It's just there's no follow through, and whatever guidelines or guidance that they're given, it needs help. When push comes to shove, that's the discouraging part. If you don't have a problem, it's probably a wonderful product, but if you do have a problem, it's the hardest thing.

The tech was extremely helpful, professional and efficient. He was the nicest person ever. He explained everything he was doing while he was here and the whole nine. I have two units and he said he would take the panels off and see what they could figure out what it was doing. He would turn the temperature up, make it turn on, turn the temperature down, and make them turn off. Test the temperatures at different locations in the house that the heat was coming out to make sure that they were proper. We could not recreate the noise so we discussed the different options and coming back. I requested them to clean the systems while they were here, which they did for me and I paid for. I haven't had a problem since. It hasn't done it again though.

On 01/09/2026, I submitted complaint to the BBB. Each time I phoned AHS I got the dodge, with them even saying they were looking for parts. Keep in mind the technician had already told AHS that machine serial number could not be located, thus no parts could be ordered. Finally, because of the BBB complaint, AHS offered me a replacement. Loyal customers should not be treated this way; they never fail to debit my account each month. I can tell you that I will not be renewing my contract with this company.

The current situation is I had the power go out in a home. I called it in last year, December 29th, but the vendor couldn't go out till the 8th of January, which is a long wait time. American Home Shield said they don't have any other vendor in my area. I asked if I could get my own vendor and file for reimbursement as that is an option in my contract. They said we have to at least give this vendor an option to go out.

The vendor came out on the 8th but they didn't submit their report. They just turned it in Friday of last week, which is a little bit more than 30 days. Now, American Home Shield wants to deny the majority of the estimate. The electrical panel needs to be replaced, but they're talking about modification or code compliance requirements. The service is still not complete and I have asked for a second opinion. Unfortunately, it's been a very negative service. I've filed several complaint and I've escalated things, but I have obtained no resolve at this point.

Certain parts of the house have power. Luckily, the kitchen has power, but the bedrooms and bathrooms don't. The tenants have generated lights and extension cords to other rooms which are very inconveniencing. If I had more of the mental patience, I probably would have thought about going to a real estate attorney but I'm overwhelmed. I'm trying to have my own vendors that I've been associated with in the past fill out some paperwork for them. I feel like their vendor didn't want to do the work so they dragged their feet.

But American Home Shield has done certain things. There have been times where they have replaced some major items like a cooktop. All Valley Appliance did the washing machine and they were very good. They were very cordial. There was something that they did to the washing machine where the tenant said she couldn't get it to work, but it was just a GFI switch that needed to be turned on and she wasn't aware of that. It was a simple fix and everything seemed to have worked out well.

I needed service ‘cause our dryer was acting up. A1 Quality Appliance was fine but I wasn't terribly happy with American Home Shield. They dragged the repair out. The technician had the parts with him but American Home Shield decided to go through their process which delayed the repair by two and a half weeks. They wanted to order their part through their supplier according to their price and schedule that favored them but really inconvenienced me. They also called me to tell me that something wasn't covered and I expressed my annoyance about the delay.

I've been with American Home Shield for a long time, probably about 10 years at this property and the previous one in California. Right now, I'm indifferent towards them. I was annoyed with that whole episode. They put themselves ahead of their clients. They've been good historically, but I've also seen my rates go up quite a bit. This is not the best service. I wouldn't recommend them and I'm open to the idea of switching providers.

Then he said he could not do anything regarding the intermittent leak because he has to see it. I told him it was intermittent and I could not show him but he should be able to change the cartridge for the leak will disappear. But he wouldn't do it. I got upset. He called his supervisor and the supervisor agreed with him. I have to create a video of that happening and I was not very happy about that. Then he went upstairs and opened the toilet tank. I told him that it looks like a very slow leak. The flapper is letting a little bit of water into the commode and after some time, the float valve will open up because the level went down. He said it was not a flapper valve leak. He changed the float valve and said everything is fixed. But it is not fixed. It's doing the same thing.

I was so upset. I rated him as 1 and put the reason why. The company sent me a text message saying one of their supervisors was ready to come and address the issue the next day between 10:00 and 11:00. I told them I could not do it because I had family coming here, and that was why I wanted to get it done before. I got another text message saying they'd escalate the issue to the general manager, and he would call me but that never happened.

I called American Home Shield back and talked about this. I have to schedule the company back and they have put that request already. But I didn't want anybody to come back and do the same thing. I wanted to talk to the supervisor before anybody comes in. I called, but one of the managers, Kim, was in a meeting. Then she called, but I was in a meeting. I called back and left a voicemail.

I had also filed a claim for a slow leak on the garbage disposal. This is an old one. It's seven or eight years old so it's probably time to replace it. But I couldn't get somebody right away. Saturday was my 70th birthday, and people would be here. My appointment was on that Saturday but everything will be fixed at least. A guy came in from Georgia Rooter, and he was on an agenda. He came and looked at it. He said he deals with it every day, and American Home Shield was not going to cover it. He explained some weird reason like it's two different systems on this and that. I didn't even understand what he was saying. But he said he'd talk to American Home Shield. He went outside to the truck, came back in 10 minutes, and said they don't cover it. He said he could do it for $750 if I pay out of pocket. I told him no so he left.

I called American Home Shield to find out what was the reason for the denial of the warranty. The lady who answered the phone said the technician reported that there was a hard object which caused the problem. There was no hard object. If there was a hard object, then he should have taken it out. But he just turned it on. The guy was trying to take me for a ride. I was upset with the lady at American Home Shield yesterday because she said they could do a second opinion, but it was gonna cost me another $125. I asked to talk to her supervisor and she put me through escalation department. The lady from the escalation department said they could do a secondary opinion without charging. That guy is gonna show up any time today between 10:00 and 2:00. I hope he's gonna fix it.

I also have a Samsung refrigerator and I had problems with it last year. A guy came in, and he fixed it. He replaced the icemaker. But three or four months later, it's doing the same thing. I haven't called back yet because I have to turn on the refrigerator for 24 hours, and I have to remove every single thing from that refrigerator. Otherwise, I'll lose all the meat. I've been postponing but now I gotta do it.

Most of them in customer service are very friendly in trying to schedule the appointment. But I probably will cancel American Home Shield. I'm not going to renew it. I have to pay $125 every single time I file a claim. If I use it 8 or 10 times in a year, it may be worth it. But if it's two or three times, it may not be worth it. I'm already paying monthly around $500 to $600. If I call a couple of times, that becomes $1,000. Stuff like these could be done in $300 to $400. It's not really helping but it is for a peace of mind.

As the date got closer, I was wondering what was going on. Then a lady from AT Appliances called me and said they never got a confirmation from me. I told her I sent them a text message and she said she could re-set it up. She also said she didn't need me to take the photos. I told her I had already sent them the photos. She went and looked, and she found the photos. How could they say they got the photos but they didn't get the confirmation. They gave me a time window, which was on a Saturday, but they didn't show up. I tried calling them but all I got was they were closed. But according their web page, they didn't close until noon.

I called American Home Shield and asked if someone was still coming out. They tried calling AT Appliances and got the same answer. They told me they could refund the $125 service charge which they never did, but that's fine. The rep said she'd send a text message or an email to them. About an hour later, I got a call and to expect a repairman between 1:00 and 5:00. I asked them if they could expedite it and they said they'd see what they could do.

The tech called me about half an hour later and told me he was about 25 minutes out. His name was Stan, and he did fine. He came in, fixed the fridge, and everything was great. The fridge doesn't seem like it's as cold as it used to be, but everything's staying cold, so I don't have a complaint about it. I understand that these guys go out on calls, and sometimes things happen that would cause them to take a little longer. But all I wanted was just some update if they could make it to the appointment and I didn't get that. That's what made me upset.

With the plumbing claim, we had water backing up. For almost two weeks, we determined that it was leaking out of the kitchen sink so we quit using the kitchen sink. We couldn't use the dishwasher so we walked down to the laundry room where we had another sink, and we washed dishes down there by hand. The contractor couldn't get to us for quite a while. Finally, I went looking around to other plumbing companies, and I found somebody who could come out within that week. I canceled the initial contractor and told them not to come out as I was getting the issue taken care of. American Home Shield refunded the $125 on that one because I canceled it. They weren't able to get somebody out quickly, which is fine. I understand that people get busy, but some contact would have been nice.

I had another house that we sold before we bought this one, and I had American Home Shield on that one as well. Their service was fantastic. They assigned companies you've never heard of, but everybody came out on time. If they were delayed, they'd call and let us know. Once when I called American Home Shield for a claim, a company called Awesome Appliance showed up in a van that had looked like it had been hit. But the kid came in, and he did a fantastic job. He knew what he was doing. I was perfectly happy with American Home Shield then but this time, I wouldn't recommend using it again just because of the lack of contact.

My biggest complaint about American Home Shield now is you have to pay the deductible ahead of time before the contractor even comes out. Before, you pay the deductible after the contractor has come out and done the work. I started reading reviews after I made the claim and looking at AT Appliances, a lot of the reviews said there's no follow-up. They get the tech out there, the tech looks at it for a few minutes, and says they can't fix it. If I'm paying $125 to have someone come out and tell me they can't fix it, I don't want that. We paid for the policy with American Home Shield in full, so we'll keep it for a year then we'll let it go.

He was very nasty. He bumped into me on the way out. I called and spoke to the owner of the contractor company. He said that that was not the first complaint that he had. It was a Thursday or Friday and I had to wait till Monday. The owner said, "If I try to send somebody the next day, it's gonna be the same guy." The technician didn't get disciplined or fired for his behavior.

I tried to get in touch with somebody with American Home Shield. We had to wait for them to close it out before we could do anything but they sent somebody else. Come to find out, the piece between the ice maker and the door where it pours out was frozen the whole time. The second guy that came back was pretty decent. He ordered different parts and tried to fix what he could. He went to my mom's and stated the reason why it wasn't making any ice. He was very nice about it. He told me I wouldn't know for a couple days but it's been a couple weeks and there's still no ice being made.

I've had American Home Shield for years. I tell everybody they need to have American Home Shield if they're older and they have an older house. It has saved my life many times and saved me a lot of money. I've had them fix my washer, dryer, air conditioner, furnace, plumbing, and dishwasher. When it came to my central heat and air which is from the 80s, they have fixed every part on it with no problems. I don't get a new system because in the summer, you could store meat in the living room. I don't think I'll find one that that is that powerful. The house has 15 rooms. I keep the same one, and they've been able to keep it going for me when I need it.

American Home Shield does good with everything except for garage doors and refrigerators. Every time there's a problem with the refrigerator or the kitchen appliance, it's hit or miss. It's very difficult if you're not satisfied with the services. The one time I had a guy to come and do my garage door was another thing. My garage door wasn't closing. He told me my sensors were bad, and that I needed to get new sensors. He got in his van, disappeared and closed the ticket. The next thing I know, garage door coverage was removed from my coverage. Then the following year, it was put back. No one's been available to discuss that either. It's hard to talk to somebody live at American Home Shield about your coverages and what you wanna change. It's overly automated.

When the lady from AHS called me back and said they couldn’t find anyone, I was aggravated and told her to cancel it and that I would get my own plumber. She said she was calling back to tell me that they couldn't find anybody. I told her that's not true because I gave them the man's name and he called back and gave them the dispatch number and they still won't send him out here. I didn’t understand why I was paying them to go through all of that when I had already given them someone who worked for them and had done fine before. The representative kept repeating herself, so I said to just cancel it and I would take care of it myself.

After that, the automated system kept connecting my phone number with that deal. So I waited and I called back, and I finally got somebody else. I went through all my properties with him and got everything straightened up, and made sure we had the contract numbers right, because I have about 20 of them through there. I told them to cancel that property because I was going to sell it anyway. They offered a couple of free months if I would hang on to it, and I agreed and said I would let the new buyers take it over.

I’ve been with AHS for about 20 years and usually like them. They usually do a good job when they come out. The only thing I see wrong with the company is that they try to send people who are 110 miles from you instead of those who are 50 miles from you and can get here a lot faster. It doesn't make any sense. But usually, AHS is decent about getting somebody when I call in. It's just this one that the lady and I didn't mesh, and it was not going well. They charged me a $125 service fee, but didn’t send anyone out. I was told they would not return my money. But they’ve always returned my money before if they couldn’t send anyone. I spoke to someone else the next day, and they said they would return the fee. AHS has a lot of good people, but sometimes you may get someone with whom you’re not meshing.

I submitted the ticket through the American Home Shield website then the company they assigned called me to set up the appointment. However, there was a little bit of phone tag. They would call me and leave a voicemail. Then I would call them and leave a voicemail as well. But once we finally connected, it was very simple. They were very flexible in regards to time. The gentleman that came to the house was amazing. He didn't make a mess and did all the precautions. He had to move the fridge and laid the little mat down in front of the fridge to roll it out. He brought towels because of the water coming out and made sure to clean all that up. It was probably cleaner than before he even came. He did awesome.

American Home Shield is very easy to work with when you follow the proper process. I've been with them less than a year again for the second time. They’ve been there when I needed them. But a few years ago, I had an issue with them and it was very disappointing. At 2 o'clock in the morning, the blower motor went out on my furnace on the coldest day of the year. I woke up in the middle of the night to my smoke alarms going off ‘cause the motor smoked up. I called 911. The fire department came and searched the house. It went down to the furnace. I started calling furnace repair people and they billed me higher because it was 2 o'clock in the morning, which I was fine with because I needed it fixed. But when I called American Home Shield to submit the bill, they said I didn't go through the proper process, so they declined my claim. I had to pay 800 bucks to get the blower motor fixed in my furnace.

I don't know how American Home Shield outsourced it to a plumber who was in Sarasota, Florida. So we did have some leaking for an extra day because the request was sent to Florida for some reason. And that was an American Home Shield situation, not the plumber that came out. The only thing the plumber said was they may have to come back and replace the hot water tank itself because the pressure was potentially what was causing a leak at the hot water tank. We're supposed to monitor that and let them know if it's still dripping. The gentleman was nice and professional.

There had been several parts replaced along the way, and it was clear the furnace was too old. I’m grateful it was replaced because the temperatures were below zero. The challenge was the length of time it took. I was afraid of frozen pipes. We used space heaters, and friends loaned us some, which helped us get through it.

If the people making the decisions could look back at the follow-through and see that I had been having issues for about a month, making the decision a little more quickly would have helped. I understand there were holidays and other things that may have interrupted the process. But Everyday Heating let American Home Shield know on January 5th that I needed a new furnace. And the invoice for shipping wasn’t made until January 13th. Shipping took another week, and it arrived in Wichita, Kansas on the 19th. It was installed on the 20th, so we were without heat for about 20 days. That seems like a long time to be worried about frozen pipes and winter. But the people I spoke with were very helpful and did their best to move things along. I would just like to see the decisions made a little more quickly.

The technician was experienced and knowledgeable. I showed him the crack, and he said he would send the report in, but he never told me it wouldn’t be covered. The first time, we had the breaker off, and he told us we could still use the stove, just not over the crack. But the crack kept getting bigger. If you read what GE says, or even look it up, it warns that using a cracked glass-top stove is a fire hazard and could cause serious issues. I was surprised he didn’t tell us not to use it and that it wouldn’t be covered.

I was told by the people I spoke with at American Home Shield that I would have a response within 48 hours, but I never heard back. I checked the portal, and it showed that the claim was closed and completed within the past 24 hours. I couldn’t get anyone on the phone, so I resubmitted the same claim. They sent someone out again, and that’s when it was confirmed it was not covered. They should have told me that the first time. We were without a stove for almost four weeks. We ended up buying a new stove with coils. We paid Home Depot for delivery and installation. The communication at the start was not good, and along the way, people didn’t want to listen. A representative named Ice told me she would call me back the next day and that I didn’t need to do anything else. She never called. Another representative wasn’t very nice when I followed up. I don't like people who treat elderly people like they're dumbbells. It's awful.

My brother had a plan with American Home Shield when he lived on Cape Cod, and he told me how good American Home Shield was, which is why I decided to make the call. He had two claims very early on during his contract, and when they couldn’t repair the items, they replaced them. It is difficult to understand when AHS says something is normal wear and tear. If it's normal wear and tear, everything I own in the house is just waiting to be replaced by American Home Shield as long as I pay that $125 and go through all the inspections. It doesn't make any sense to me. To say that something is normal wear and tear and it's covered seems a little bit chaotic. But I know someone for whom it worked, and as a result of that, I can continue.

The parts didn't take too terribly long and the service person was on schedule. There was some snow delay, and the company gave us advance notice that they were gonna be delayed a day because of the weather. Other than that, the timing was fine. It wasn't urgent. It wasn't like the machines were broken, so a little extra time in this case wasn't a bad thing. On the other hand, the previous experience we had with another ticket was not handled as well. That was related to a washing machine, and the vendor that was chosen called to tell us he was on his way. In talking to him on the phone, he told me that he didn't have the parts on his truck and it didn't make sense to me to have an appointment to show up and not have the parts. That was ridiculous. When I expressed my concern to that partner about the delays and the schedule and that particular practice, the vendor was not good. It wasn't Home Shield.

When I contacted Home Shield and asked them to intervene on our behalf, the answer I got was, “We don't handle scheduling.” I said, “Yeah. But it's your brand and your relationship, not mine. And the vendor, they're coming on your behalf, not mine.” That's when they told me that they can do a cash reimbursement if I wasn't happy with somebody. I could pick my own guy and get a cash reimbursement for any out-of-pocket expenses up to whatever they're negotiated. He told me that after the fact and it was good to know, but I did not like that interaction. That's like having an auto insurance claim not go well and the auto insurance company will say, “We didn't do the repair.”

I choose premium brands for things, and I've worked with those industries for a long time. I've never had an insurance agent on my auto side say, “We don't really care that much about the provider of service for the repairs.” When I had a problem getting one of my cars repaired, my insurance company stepped up, engaged with them and accelerated the repair. They did not say, “Nah. That's not what we do.” To have the company's brand representative disassociate their Home Shield brand from the provider of the service is a problem for me, but the more recent claim with the GE repair corrected some of that for me. So, if this guy would have been just as bad as the first one, I would have canceled our contract.

AHS called me and let me know that I wasn't covered that 350 that the contractor tried to charge me. At first, they said that they weren't trying to charge me, but that was what they told AHS. It was a mess. AHS called me up and said, “They're coming through.” They came through and switched a tiny part, and were able to fix the door. It works great. It doesn't come off the railing system.

We replaced the spring last year because the garage door needed some maintenance. The contractor showed me a picture of the springs. I didn't know this because I was on my way out, but my wife noticed afterwards. She said, “I don't think that was our springs because our springs are silver on the edge of picture that they showed us. The one they showed us was black.” Greasy black springs. After she pointed that out, I said, “You know what? You are right.” I went up there and noticed. I don't have the picture, so I don't know if that was the actual picture.

I did some research. People said, “Careful ‘cause there's people out there that will show you pictures from another job or something else. They have to charge you more.” That is what I felt like the contractor was doing. But service-wise, AHS fixed the problem. If I call in, they tend to do everything right away. A couple weeks ago, there was a leakage in the roof. It wasn't even on the roof. It was on the furnace. Water leaked through. I called AHS. Within hours, a guy came through. I like that. I know AHS sends someone as quickly as possible.

American Home Shield is expensive. They've gone up since I got them in two years ago, almost $20. It's fine for what it is, but there are starting to be more companies that are coming out that do the same as they do that are cheaper. But I've had American Home Shield for two years, and I've never had an issue with talking to customer service.

I am a Gold Shield member and the heating and cooling tune-up is not included the plan. When I called to get a service, the technician did not explain to me that I need to get approval for the refrigerant. For the refrigerant, he said I only have $10 allowed for my service. I didn't know how many gallons he put in. Then I got charged for $500, which is if I knew that I needed to upgrade first so I could get included in my plan, I should not have paid the 500. The $10 that he said covered my insurance, he did not actually give me the credit for $10. It's also noted when I called the customer service. Because every time I called, I also mentioned about that. But it's not settled yet. I did not get any email about the conversation for that company.

I had it one time that I put it in a claim and AHS told me to find somebody. The guy came and did it but we couldn't get reimbursed. I wound up losing 200 and something dollars. I sent file after file and the rep made sure he did everything correct and I emailed it in and never got reimbursed. I went almost a year calling. Also, I never had trouble with the two different people who were here. They were able to repair the issue but it took three weeks to get parts. It was the worst of them. They found out it wasn't right, and they had to put another part but it was on back order.

If AHS called the guy who has been here six times or more, I would have been happy. But AHS messed around trying to find somebody who was half an hour away, but that was the first time he did a job through American Home Shield. The other guy usually had it in the truck. If not, it would be shipped here and it would end up in my house two days later. The newest guy didn't. He had it sent to himself. He did a good job when he was here. It's just it took a while to get the part.

At first, I thought that the tech was a little abrupt with me and I told my mom that I didn't think this was gonna work. But then he came out and he turned out to be an amazing person, in terms of listening and explaining. So, I really would have rated him highly based on that, and the problem has been resolved. He had to replace the suspension. It took around a week for that to be ordered. I was able to follow that online. The washer has been working perfectly. I'm glad my paralegal told me about American Home Shield because they have been a lifesaver for a single woman. They have saved me. I like the fact that they do not try to deny my claim. That has been my true experience. They send out the person. They investigate and they resolve. I have not come across anything that needs to be improved so far. American Home Shield is worth every penny. It's worth your peace of mind.

We requested that we have the hot water has been coming brown in my house, which means that the water heater is rusted inside. AHS doesn't want to change it either because they said it's not leaking. I got to wait until it's leaking for them to change the equipment. In the meantime, I have to use the brown hot water in my house, and that's not right. We know that if brown water is coming in, it's because it's rusted inside. However, I have to wait until the equipment breaks for AHS to change it. They only say that, “It's not broken so it's not covered, so we are not going to do anything. Everything is right.” I already paid the $100 for them to see that the water is brown and they know that it's rusted. But since it's not broken yet, they won't cover it. Those are the kinds of things that I am in disagreement with AHS.

The problem is I don't know why AHS keeps using that first company all the time and send them out first. I just don't understand that part. So, it took me almost a month and a half without AC until I was able to get my AC working again. It's weird that way. As far as the technicians, the first one that came out didn't put the correct information in his report to American Home Shield, which denied the claim based on his analysis. So, I had a second opinion.

The second technician that came out saw exactly what we saw. He told told AHS that the first technician's analysis was not correct. He said the unit stopped working because of its age, and it needed to be replaced. They did replace it. So, they took care of it, but it took about eight weeks before we got the system fixed. They ended up doing the work, but I have to make a million calls and have to deal with so many things. They'll deliver, but it takes a lot of work to get that done.

I was floored. It was a $4,000 leak repair. American Home Shield cashed out at 1,000. They said on slab leaks, they cover up to 1,000 and I own the rest of it. I was thinking they were gonna rake me over the coals because that third party didn't really nail down where the leak was. He thought the leak was on the inside corner. It happened to be on the other side of the wall, which is outside the house on my seating area. It's kind of nice that the Sigmond plumber backed up his third party by saying it was correct. It's five feet off. I don't know what the standard is, but I was overall happy with what happened from American Home Shield, Sigmond, and HydroScout.

Since the repair, I noticed that, upstairs, the water was on a low water pressure and there was no hot water. I thought if the water is not recycled through, the hot water is never gonna make it up. It eventually went away on its own. They were gonna come back out free of charge and check it out. Then, I told them I still have a problem with my kitchen faucet having low water pressure. I told them upfront, "Hey, when you come out, one thing has resolved except I still have a problem with the other one."

Their guy came out and he started taking my nozzle apart on my sink and when I was getting ready to ask what he was doing, he showed me there was sediment in the strainer and none of the water can get through. So, he fixed it. He tapped it out and I had full water pressure. I told my wife, "I am glad I didn't tell him how to do his job." I was very happy that they didn't jack the price up because I had to keep trying to find the leak. They had a jackhammer through my slab and that wasn't easy stuff. He had to dig with his hands so he didn't break the pipe. They kept working and working trying to find that leak. I was really impressed.

The service call originated because my pool pump went out. I made an initial call where American Home Shield sent the first vendor, Duncan Pools. They came over, and the gentleman sounded very intelligent about it. It sounded like he knew what he was talking about. Right away, when he looked at it, he said it was installed incorrectly. The more he started moving around, he kept asking who installed it. I told him it was Alchemist. He asked how long ago. When I mentioned to him it was last summer, he said he heard about this company. They're not very good. He doesn't know why American Home Shield still does business with them. He started playing around with the pump, and he said they completely installed it wrong and that was what caused it to fail. So, American Home Shield sent the claim back and sent the Alchemist back. The Alchemist installed the pump in the summer of 2025.

So, the Alchemist came over. The gentleman was here for about five minutes. He opened up the pool control panel, which is designed to be outside on the weather, and the first thing he said was there was water inside it. We were like, "How can be water inside it? It's sealed. Y'all are the ones that's installed this." He said the water inside was what caused the panel to burn, which caused the motor to burn. So, now, I had a panel and a motor out of service. They said those were not covered by them. I told them they were the one that installed the panel. He said it might be a fault on the panel. I then told him they purchased the panel, and that was when he said that they purchase refurbished panels, which is, an incorrect information I got from American Home Shield. They had told me that they use new parts.

So, going back and forth 12 calls later, I went back to my contract and on page 4 or item 4B, it says it should be over for faulty repairs by the vendor. American Home Shield is telling us that they do not guarantee the vendors that they contract out, and that we need to take that up with the Alchemist. Do not use American Home Shield. Go with a different company. They don't stand behind their own contract.

Suddenly, through the American Home Shield portal, I got an update on the status of the docket number saying it had been addressed and was in the process of being closed out. However, nobody came to look at it. I finally received something that said, “Hey, you have a choice for cash in lieu of repair, try to do a repair, follow up on repair.” The place that was assigned to me was not doing me any good, so I told them to cash it out, and I'll figure out how to repair it. I did receive the cash.

As far as the ease of making a claim, the follow-up information, and how that's done, everything from American Home Shield has been satisfactory. On this property that we bought this AHS policy for, we've met new neighbors who closed on their property a week after we did. So, they are in that stage of trying to decide if they need a home warranty or not. Based on experience so far, I would certainly recommend AHS to them and share the experience we've had thus far.

I've had a few of AHS's service people, just recently with one of them, where I've had problems with the service personnel. Sometimes they get very disrespectful. I got a problem with the leak in my shower. It leaked but it didn't turn on. I was gonna call about the leaking part. But a couple of days later, it stopped working. I called AHS and they sent out a guy who took off the shower head and said it was blocked. I said it leaked. He said, "It's not leaking now. So that was probably why it was." After he left, it still leaked.

AHS sent out this other legend-in-his-own-mind guy with a trainee, and said it was the valve. He said, "We don't carry these valves on our truck. This is a special order valve." I said, "Okay." He said, "We're gonna order it." I asked, "How long is that gonna take?" He said, "It's probably gonna take about a week." A week went by and I got a call that the valve is in and that they would make an appointment for the next day.

The next day came and the same guy showed up, but without his trainee. He asked, "What am I here for today?" I said, "You're here to replace the valve." He said, "The valve hasn't come in yet." I said, "They called me and they told me the valve was in." "No, the valve is coming in today. I'll be back tomorrow. And the valves don't always come in on time. It's a logistical thing. You might not know how these things work." I've been with major manufacturers. I've been with the largest toy wholesaler. I know how logistics, manufacturing and retail work. I was an executive for Toys R Us. I know all these things and this guy talked down to me. I know the part is in because the woman said, "I've got it right here." She called me and told me that they had it. She's not going to tell me that it's coming in later today.

The tech ran out the door and slammed my front door shut. I called AHS and complained about him. They sent me out another guy. He came and said it was the valve. He took it out and said it's leaking. He turned and put the valve back in and ordered a new one, and put the valve in backwards so that when you go cold, it gets hot, and when you get hot, it gets cold. But it stopped the leaking. He came out yesterday and put in the new valve. Hot is hot, cold is cold, but it's still leaking. I've been sick, so I haven't contacted AHS. But I have to contact them to come out again. I don't know if it's the service contractors but most of the ones I have have been terrific.

I tried to contact the company AHS assigned. They didn't answer. I got some AI system. I waited for 24 hours. I called AHS back the next morning. They said, “They don't service your area.” We had to get another technician sent out. It was frustrating. Why did they even assign it to somebody who can't come to my area? Why wouldn't they check that? I asked the woman, “Why are we assigning somebody who cannot service our area?” She said, “It's automated.” We don't double-check these things, especially when it's a heat issue in the winter? It was in the single digits that week.

I also asked the lady, “If this contractor, for whatever reason, cannot service my area or does not get back to me in a timely manner, can I call my own company or even the company that put in the furnace and AC, ask them to come out and check it and then send you guys the information?” They said, “No. It won't be covered if you do that.” That's a little odd.

The second contractor, the one who was able to come out, was great. He was very knowledgeable. However, I don't want the first tech to come back to our house again. He's the one who replaced our furnace. He overcharged us. He wouldn't give us a breakdown of our out-of-pocket costs. I didn't appreciate that. But the furnace was replaced, so it is what it is. It's not AHS's fault. There are a lot of hands that go into this process. It's not just them coming out to look at it. It's them dispatching a company to come look at it. So, there are a lot of things we gotta wait on.

This is my first home that I've purchased, and we've had it for about a year and a half. And we've had so many problems with it. And having a warranty has saved us so much money, so I appreciate AHS for having that warranty with us. They helped us out in situations of not having to shell out much money with replacing our AC and furnace in a house we just bought. It's good for the price of the coverage. But I don't know if I would go with them again in the future.

I asked to talk to someone who is in a managerial role, but they didn't want to connect me with them. Whenever I call, I don't know if it is in the US. It looks like I was connected to another third-party country. They failed to communicate well. I'm not a native English speaker, but it was hard to understand them. It was frustrating because the customer service was poor. There was no accountability and there was no one who was willing to listen to me. The direction of the customer service is will be frustrating if it continues like this.

The price has been increasing annually and there was no incentive. When I started, it was 40-something and it kept growing. I pay 60-something now. And every time I create a ticket, it's $125 whether it's a $50 or $70 fix. I almost made a decision to drop out. I told AHS, "Can you just give me my refund of this $125 and just cancel my service with you guys?" I have been good with AHS. However, I'm not sure if something changed recently.

Sometimes we would go a couple of years before we use AHS. They have replaced a couple of dishwashers over the years. This year, we had three repairs in a row. I like the person they sent out to fix my washing machine. We've had issues with them on previous repairs taking forever to get someone out here. We live in a smaller town. But most of my issues were with the Sears people, not AHS. I'm happy with them.

I would turn the dishwasher on and no water was coming in. It wouldn't run. I filed a claim with American Home Shield on their website. It was easy. I was informed Sears was assigned, and they would call me for an appointment. They had to come out three times. The first time, the gentleman replaced the pump but it didn't work. The second time, he replaced the sensor but it still didn't work. I told AHS, "Maybe you guys need to find a different repair people." The lady said, "This is who we have. I don't really have a choice." The third time a different gentleman came out because they ordered a new motor. That was when we had all the problems with Sears.

It is very frustrating that it took over five weeks to get the dishwasher fixed. Sears had to wait, order a part, and they couldn't come back until the part arrived. It was 6 o'clock at night when the tech was here. However, he couldn't find the clamp that holds the hose onto the pipe. He said it would be okay without it. He put it in, turned it on, and water went everywhere. He swore in his frustration. He must have used the F word 20 times.

I've been trying to file a complaint with Sears because when that water went everywhere, we had to give him towels and our own Shop-Vac to clean it up. After he left, it worked. I went into the kitchen to look at it and there was still water and it's squishing under the floor. My flooring is ruined. AHS had no way to get ahold of anybody. Every phone number I called was automated. They have tried to contact Sears themselves and they couldn't get ahold of anybody. The rep said all she can do is send them an email. However, no one has contacted me. She gave me a different phone number, which was automated and they wanted the service number, which with Sears I don't have. I just have the service number from AHS.

When they came back, my husband was there, and when he opened the door, the gentleman kind of pushed his way into the house and didn't even say his name. The gentleman barely spoke English. My husband asked him questions about the other stuff, and he didn't explain anything or tell us about that spout or verify about the Keurig. My husband said, "Well, what about the Keurig? Is that gonna work now?" He said, "I don't even know what you're talking about."

They did fix the leak. My water is working correctly. The Keurig was working so I'm assuming it was because of the water flow that was why the Keurig wasn't working. However, it wasn't because he knew that. I like the service because I can't afford a new refrigerator however long they're supposed to last. It doesn't seem like they're supposed to last very long anymore. So, I like that I can just call AHS and get it fixed and I can just pay one fee. But so far, I haven't liked who they are choosing to come and work on my equipment.

I’ve been with American Home Shield since 2017, with only one issue. It was a plumbing company out of Waterbury. They left me waiting four to five days for a shower part, then another week to come install it. I told them I had already been like that for days and asked if that was how they worked. Sometimes things are out of your control, but it was just the way they spoke down to me. They were not professional in any way. I flagged American Home Shield and asked them not to send that company again. Other than that situation, I’ve never had a problem. I’m in customer service myself and have done training, so I know how important professionalism is, and that was the only time I felt disappointed.

My rate went from about $64 to $70. Everything is going up, so I understand, even though I wish it could’ve stayed lower. I just lost my husband six months ago, and I live alone now. Having this coverage reassures me. My husband wasn’t handy, which is why I bought the policy in the first place. I’m grateful for it, especially as a woman living by myself and not knowing how everything works. The only other issue I had was the phone wait time, which could be up to an hour and a half. I used the AHS app instead and got a response within five minutes. I didn’t realize there was an issue with my unit until I got home around 8:00 that night. Because of the storm, I hesitated to call, but I’m glad I did. All I wanted in the middle of a storm was to feel secure and not have to leave for my mother’s house. I was grateful they took care of it.

Recently, I needed help with my dishwasher. I contacted them. Within 24 hours, they had someone get back to me from a repair company. The appointment was in a timely manner and they came out and they took care of what they needed to do. The contractor was fine. He kept in touch with his arrival times and gave me good information about what we needed to do to fix the dishwasher. Now, it seems to be functioning the way that it’s supposed to. He took care of what needed to be done, so I was OK with the contractor as well.

It is a cost, certainly, and the cost has been going up over the years, but I understand that the products are getting older, so it makes sense. If you are not able to have the funds to buy a new appliance, or if it's a newer home, it's still worth having a home warranty service like this. They got pretty much everything in my home covered. Not every single thing, but most of my appliances, and they've done a great job in terms of making sure I can get in touch with them and set up repairs easily.

When you submit claims with AHS, you pretty much have to do it online to get ahold of American Home Shield. By phone, it's a hard process. Getting the appointment set up on time is quick. The problem is that instead of just going down and getting the parts they need or already have, the contractors have to use specific AHS suppliers.

I always submit my service requests online, then after I put the request in, I receive a text or an email back within three to five minutes of who's gonna get the job. It's easy. When I went online and marked all the things for my water heater, they assigned Glover Plumbing. They were young guys who knew what they were doing and didn't mess around. They were very professional young men. My water heater had to be replaced and they were in contact with their main office on how they wanted to handle it then they contacted American Home Shield. Glover Plumbing did a great job.

The contractor asked me if I wanna purchase a brand-new unit. I told him, “Are you out of your mind?” Some of it will cost like $5,000. Why would I buy a brand-new unit when I just need a fan? That didn't make any sense to me. For the thing to be fixed from beginning to finish, it took almost two months. The interaction with the techs was okay. They said they had to wait for AHS to approve it. Then they had to order it. But they didn't know how long it would be. It finally got fixed after I really acted up. Communication with AHS was terrible. What really set me off was the contractor trying to sell me a brand-new unit for $5,000. That’s a lot. I said, “I've been paying for this insurance for a while. They're supposed to fix the unit or replace it. That's in the contract." Why were they asking me to buy something?

The total bill for replacing the hot water heater was 2,500. American Home Shield offered me 700 and that was not acceptable. I declined the option within five minutes and said, "We'll just have to figure it out because I'm not gonna pay out of my pocket." They said okay and everything else was supposed to continue forward. Long story short, we were without hot water for over a week and we were forced to stay at a hotel because, apparently, American Home Shield outsources their water heaters to some company. It was awful and I would not recommend them to anybody, especially in the cold.

I've had American Home Shield for 15 years. I've replaced a water heater with them before and it was replaced within the day. I don't know when they decided that it was acceptable to have people wait up to two weeks to have hot water, but that is completely unacceptable. They kept telling me, "That's our policy," and that should never be a policy. Overall, my experience was terrible. I was forced to wait. I've already got a new company lined up, and as soon as I am able to cancel, I will be canceling.

We had a plumbing claim that we submitted online and it took about five days for someone to come out. They were in and out of there quickly, but the fix lasted one day then it broke again. I had to refile and it took another five days for them to come back out and fix it this week. They showed up the day before yesterday and hopefully, it stays fixed.