American Home Shield Reviews

He also demanded the $75, so, I complained to them about the issue and the girl was supposed to have fixed the issue by waiving it. Though, I ended up paying it because they did explain to me that it was still due. However, they keep on making it seem like I'm late even though they've taken bank drafts out of my account. It was disappointing because I'm never late on any payment. I've been a customer with them for years and the payment only lapsed one time when I had a renter here. The girl said she was going to do a follow-up, investigate everything, and then they had a word of proposal that she was going to fix the situation. I don't have a problem paying the $75, but don't make it look like I'm not a paying customer if they're drafting it out of my account.

American Home Shield did get somebody out here to replace the garbage disposal that the man supposed to have done, and the person that they re-sent out here did a great job. AHS is still a good company, but I don't want it to continue happening. I'm in the process of purchasing a new home and I don't have time to keep going back and forth with a company that can't handle their business properly. Eventually, I'm looking for another warranty company if they can't get their situation straight.

It has been over two weeks with going back and forth and arguing with AHS. We finally had enough of such horrible service and canceled our warranty because of being treated so poorly by AHS and the owner of the company that they were going to send out to fix it was very rude. After all the ordeal we went through and the awful service, we had to pay to get out of the warranty. They used to be a good company but we cannot recommend them anymore. They are now terrible to work with and if you have any problems they treat you as you are just a number to them. I would give them a zero.

My wife and I have called about this issue around 4-5 times all to the same tune of 1+ hour hold times, being randomly transferred around, and many the agents were unprofessional by phone seeming to downplay the issue not taking any ownership at all. All agents are telling us to "not worry about the charge, extensive notes were put on the account". Now AHS has simply re-billed our online account because we disputed the charge with our bank. Our bank rightfully reversed the $75 we already paid after providing proof of payment, and AHS has no right to re-bill our account, period.

AHS overall seems to have gone down the drain over the past several years. Their claim process is very easy online, but it is an utter disaster anytime you need to contact them by phone regarding a claim. The wait times are ridiculous, lack of ownership or knowledge their agents seem to have about ANY question or issue, and they always say they are "shorthanded".

How about you actually hire some people to staff your call centers because every single review here complains about the same issue? We left this negative review as a last resort because the people monitoring these reviews "seem" to at least want to try to help, but there is a disconnect here to the people working when you call in. At this point, we need the $75 removed from our online account. We've already proven we paid the $75, and so did AHS.

I was at work and I got an email saying that the contractor was on his way. I told my wife about the contractor. They were there on time and the contractor helped her out pretty good. They fixed the water heater the day they came out. The water heater was like brand new and it's not leaking anymore. The contractor wanted to keep Teflon valves in there and he had to put in a shut off valve at the top which he didn’t have. The repair didn’t cost me anything. I just paid $75 and American Home Shield came out and took care of the issue. I got a year warranty with them if anything goes wrong. It came with the house when I bought it.

So when I had an AC problem and I called again for a claim. It was on a Monday, but they came out and actual work was done on a Thursday. But this year they sent out Myers out in Montgomery, Alabama and the technician took me outside and showed me exactly what they were supposed to be doing but they never did. He tightened up all of the fuses and I haven't had a problem almost a month or so. We've had American Home Shield for the nine years we were in Hawaii and the five years that we've been here. It's a great service and a great company.

The most recent call today was Eagle Air which is a contractor they're using. They seemed to think that it was finished despite the fact that I have a direct line to AHS who verified that he had talked to the contractor on Friday. I guess the rep is on vacation and he contacted the contractor and supposedly they had to order some parts. And when the parts would come in, they’d come back and repair but nobody anywhere assumes to be able to tell me that in this century.

There was an intermittent problem. The AC was coming on and coming off and it wouldn’t blow cold air. The problem has not changed even with different contractors. One contractor literally stopped by on its third visit saying he got to go to Home Depot but he never came back and contacted us. The fact of the matter is it doesn’t matter who the contractor is, that’s part of the American Home Shield system. It's the worst experience ever. I'm not going to renew AHS and I'll be going out my way on social media to amplify my poor word of mouth.

Original Review: July 28, 2017

Our dishwasher broke a month ago and we called American Home Shield. An appointment was scheduled five days later. The repair company said they needed to order a part which took two weeks to come in. Today they were scheduled to repair our dishwasher but never showed up. I tried to call AHS but the call wait time is 30 minutes. The repair company doesn't answer their phone and it's Friday.

A service call on my refrigerator was not resolved due to technician's incompetence (i.e lack of knowledge that the problem was a known issue with that model Samsung refrigerator) and now we are having to call back and have the repair done again. Because the labor done failed after the 30 days of the original repair AHS is not taking responsibility for the fact that the technician was incompetent. I am having to pay the service charge for a 2nd time. After requesting to speak with a supervisor (not available) and a promise to call me back in 24 hours (which didn't happen); I called back and waited another hour (no kidding) to get a representative on the line. Then I was told again that a supervisor would call me back in 24 hours. When I was told that didn't happen the first time, a supervisor came on the line. No resolution was reached after I talked to the supervisor.

I was finally told I could cancel my contract after all pending repairs are finished, and she seemed perfectly happy for that to happen and even offered to do it right then!! What really got me was on the second service call on the refrigerator, it has taken almost a week for them to authorize the parts to fix the refrigerator and now the second visit must be scheduled. This second tech was here 15 minutes and knew exactly what the issue was and which parts to order! My issue is -- why didn't the first tech that was sent out know this. I am beginning to wonder if this isn't AHS's strategy? Do an initial repair requiring no parts, knowing that it will fail after the 30 day warranty and then AHS can charge you again. Their solution was for me to go back to the original contractor and dispute it with them. That is not acceptable!

In addition to the refrigerator, our 26 year old hot water heater went out. It has taken over a week to get a technician out and all they are going to do is diagnose and see if it can be fixed. Really! They are going to fix a 26 year old hot water heater! If it is determined that it must be replaced, it will have to be authorized and then ordered and 2nd visit rescheduled!! Another week of no hot water!! A few years back AHS had achieved a bad reputation regarding these same types of issues. After it was all over the media, the service was very responsive. Over the years they have made a boatload of money off my payments to maintain this contract. It is discouraging that AHS is not valuing their customers again.

I finally tricked the system and called stating I wanted to start new service with AHS and someone was on the phone within minutes. The customer service agent realized what happened and placed me on hold for 15 minutes. I did speak to a customer service agent who was not apologetic and got me over to retention. The retention department was very nice and took the time to understand my concern. She said she cancelled the work order. I also asked to speak to her manager. She told me she would call within 24 hours. The manager did not call me until the following Saturday. She was also very nice and apologetic. She even gave me a $100 credit. I pleaded with her that I wanted to go back to my old company because I was having too many issues. She reassured me everything was ok. 2 weeks later the plumbing company called me stating that they were on the way. I said I have already had the issue resolved.

Now here we are a month later and I am being charged for this $100 work order that was never completed. I cancelled the work order directly with AHS with 2 different individuals and even the plumbing company. Also, what happened with the $100 service credit. I was very upset to see that I was charged for a service that was never rendered. Today 7/28/2017. I called to tell the customer service agent that I had been billed erroneously. She took the time to understand my concern and placed me on hold. 30 minutes later as I type this I am still on hold. She did apologize as she was trying to figure out why I was charged. I have since realized that going with the best price isn't always the best. I will not be recommending AHS for any future business.

The representative also went on to say if they called in it would be in my notes. I basically felt she was saying I was lying. The representative was very argumentative and rude. After several minutes going around in circles she finally decided she would call the company. But of course since it took me over an hour to get through to anyone at American Home Shield the company was closed. She claimed she left a message for the company to call in their report tomorrow on 7/27/17. I have used American Home Shield in the past but I will never pay for another warranty again. This company needs customer service training and new providers.

The next day someone called me and identified themselves as the contractor and said that they had gotten an order from American Home Shield. They wanted to know what the problem was and I explained it to them over the phone. Then he said he'll be there next morning and that he'll call when he's on the way. That next morning he called me and said he was on his way from Conway, Arkansas and that he’d be here within 30 minutes.

He showed up and said he knew exactly what was wrong. He did an adjustment on the top of the water heater and the water stopped running. I didn't see any water leak out of my water heater anymore. But then it was just my backyard that got really wet so everything was good. I’ve had American Home Shield the whole time I've been living in Arkansas, which is about 12 years and they’ve replaced several things at my house. I also get newsletters via email to give me little tips on how to maintain things around my house so it's been really good.

We had one company that came out to fix a small air conditioner that we have upstairs and that guy charged us for Freon, but it started leaking again on the inside. Then when the big air conditioner wasn't cooling, they wanted to send the same people that came to do the upstairs. We told them that we don't want them. So, they gave us somebody else and he also charged us for Freon which I have to pay, but he was very nice and very informative. So, we still have yet to get the one upstairs taken care of. We've had American Home Shield for 13 years ever since we've been in the house. They did replace a hot water heater for us, but we're tired of having to fix the air conditioner every year and there's not enough wrong with it for them to give us a new unit.

When I was getting to the point where I could use the stove or oven and I’m going to cook myself but I can’t plug in my steamer and things, I said that I needed to get this taken care of so I made the claim with AHS. Everything went very well. Their representatives were helpful and tried to get me a contractor within a few days and they called to let me know they were on their way. The contractor was friendly, talkative, was joking around and very nice. I was joking also with them and the whole experience was very good. They found out that one of the plugs has the reset button, the black and red button thing, and it was all in his top and he’s tripped the other one so the other one didn’t work so they just changed them out. They worked wonderfully and efficiently, and they also tried to get things done as quickly as possible for me. The overall experience was wonderful, especially knowing that I was here by myself.

About a week later, the toilet backed up again. So, they sent out another representative and it took four days for them to come out. I told AHS I didn’t want anybody from there but they sent one anyway and the second gentleman spent a lot more time and stayed here for almost a half hour. He made certain that the toilet was working properly and we hadn’t had any trouble with it since. If I have another problem, I wouldn’t mind having that second technician come out. The experience with AHS was pretty good and they did what they were supposed to do.

I'm very impressed with American Home Shield and with the people who came and did the work. I was talking to somebody at the barbershop and I said, "If you don't have a home warranty, if you think about it, you ought to have one. And AHS would be the people that I would use." I'm very pleased with the service. I was leery when they started talking about providing me with a home warranty. But it was the best $52 a month I'm spending after my experience with them with my air conditioner. I would recommend American Home Shield to anybody who asked me.

But it was nice that they have the ability to purchase this type of refrigerator which is quite expensive for a significantly reduced price. However, to get it installed was really a challenge. American Home Shield doesn’t help with that and we were left to do that on our own. I called a company that makes the refrigerator and they gave me a few recommendations but on Angie’s List, they didn’t score well so I didn’t pursue them. I finally found somebody that’s going to do it but it took two weeks. The good thing though was the refrigerator was delivered in a very short period of time, which surprised me.

A thing that could use a little bit of improvement with AHS though is there isn’t always good communication when you submit a repair issue with them on their website. They say the contractor will get in touch with you within 24 hours but that rarely happens. They might but if they do, they tell you, “We’ll be out in a few days so I want to know what’s going on or how urgent this is.” There’s no way to personally communicate with them and say, “We need you now.” Other than that, I’m happy with my experience. AHS has a user-friendly website and the personnel that I have interacted with were helpful.

The technician came out after I waited all day and lost wages to tell me that the prior technician misdiagnosed the issue and that I did not need a compressor. He also informed me that the previous technician had been fired. The technician stated that he would provide Freon and some vent and that would be all that is needed. The technician instructed me to contact the company for a refund. I attempted to be patient and wait for them to contact me but lo and behold the air conditioning is broken again!!! It has been two weeks. I called my home warranty company who stated that this company informed them the compressor had been replaced (my receipt says otherwise). AHS stated that the company would call back within an hour to reschedule and fix the issue.

When I called today because they had not called I was informed that AHS stated that I would not be refunded for non-covered charges!!! So basically I gave them $775 to be exact and they did not provide the service I paid for or given me my money back. I received ~ 2 weeks of air conditioning for that price! When I asked about the technician, I was informed that he was fired! I wonder why??? I will write a review everywhere that I can and everyday. I never like to write bad reviews because I know how that can impact a business but I do not like to be robbed, especially without a gun!

I was told the motor was defective and the fan would probably have to be replaced with a new one because this ceiling fan has been having problems with the motor and he did not believe the parts were no longer available, I was told he would have an answer for me within 48-72 hours. It has been a month. NO REPAIR, NO REPLACEMENT. Each time I attempt to contact the contractor, I am either place on hold for >30 minutes and informed someone will contact you shortly.

I received an email recently stating the work has been complete, when I reached out to AHS, the representative attempted to call and was on hold for over 30 minutes. I was then told that AHS would reach out to the contractor and someone would contact me and provide me a status on my work order. Two week later, still waiting for a callback. Yesterday reached a representative who informed me once again an email will be forwarded to the contractor's manager to get the problem resolved and someone will reach me by COB, that was Monday. It is Thursday no callback. I am at the point where I am about to cancel my contract and go elsewhere for Home Warranty Service.

I just got a call from AHS (technicians are here and half way done) is asking me to pay additional $300+ as they got the wrong part and they don't have correct part available for next 6 weeks and because of that they will replace something else with coil. She started screaming as I refused to pay because they have done without my permission. I already paid $100 for their first visit where they have decided was is wrong and how much out of pocket cost will be.

The contractors knew what they were doing. Everything was done right, professionally and timely. They also didn't mind me watching them. None of the contractors are professional communicators nor sales people. They are blue collar people and they’re not going to be as polished as someone who works on the phone all day long. But given what it was, they were good and they are a different breed. I work with contractors on a daily basis, so I knew what I was getting. Overall, I didn't have any issues with them. It was done to my satisfaction so everything is good. I'd recommend them.

But the experience itself was not enjoyable. We ended up having a plumber that was not on it. He came out and he was doing a nice job or so we thought. The plumber came out one time, told us everything was what it was and didn’t actually do anything but said that we needed to get our homeowner’s insurance involved. So, we went ahead and did that. Then, he came out again two weeks later and we got an email saying he came out. He told us we had to open a new claim because it was something different, even though he had still yet to do any kind of testing to support what he was saying. We had to pay an additional $75 for that.

After that, we had two or three emails from American Home Shield saying that the plumber came out but he never physically came to the house. When I confronted him about that, he said that American Home Shield was behind in their emails but that wasn’t the case because we had received an email every time. It’s kind of shady on his part. He was submitting to American Home Shield that he was coming out but he wasn’t. We didn’t really feel comfortable with that so, we reached out to that family friend who was a plumber and told him what we had been going on and he led us to the outside of the house, which was where the source of everything was happening.

We would’ve blindly trusted this plumber. He was saying it was definitely a huge leak every time we flush them after toilet and that was coming from something in our slab and that he was gonna have to break up the walls, remove part of the flooring, and dig through the slab work to fix all of that. And then, we would have to repair all of that. So, it was gonna be multi thousand dollar ordeal. Now, we're it fixing ourselves. My husband cut a hole in the drywall, and we removed the insulation, and it looks like there was an animal, probably a mouse, and it had climbed in through that hole and had been living there, and so, there was some urine and fecal matter in the insulation causing the smell. We’re drying all of that out and we’ll be repairing that. But that wouldn’t have been covered by anybody anyway so that’s when I had it did some investigation.

We ended up contacting American Home Shield about it. I said I really don’t want this plumber, one, destroying our house when it’s not necessary and two, for American Home Shield to continue to use this company because they’re obviously not trustworthy. They listened to everything I said, immediately refunded our money for the second claim and put that particular company on a “Do not serve” list and they were 100% on our side. That was really refreshing. They were always super helpful throughout the whole process.

We also had a situation with our air conditioning unit, had some questions, they sent somebody out and they were awesome. It's so easy to use them and they’re so reliable. As soon as you have an issue with the contractor, they’re so quick to respond and say they’ll put him on their Do not serve list. So, even though we had a horrible experience with the plumber himself, we know it’s nothing American Home Shield could’ve done. We have had them for a little over a year and we just renewed our contract. We love them. Being able to make one phone call or log on to one website and talk with somebody to figure out what type of person you need to come help fix your situation is a great resource.

However, I wish that AHS would clearly define and list down exactly what is covered and what is not covered on houses that have a septic tank. I also wish they would go back down on the price to $75 per visit instead of $125. The price for the call out is pretty expensive and it jumped right over $100. I do a lot of the work myself and I don’t call them too much. If I do, it’s for something really serious. For example, I didn’t call them when the sewage system underneath the house needed a new $250 pump. It's a separate part that’s sitting on the slab, which is plugged in, so I didn’t know if it would be covered or not. But if AHS were to cover that, it would have cost me only $125. So I could've saved money on something that probably was covered had I known it was covered. This time, I called them out for the AC and they ended up replacing the start capacitor, a $40 part which I could order online and replace myself.

2nd attempt was for a washing machine. Clearly not as dire as an AC repair, so I was more lenient. Waited a couple of days, technician showed up later in the day, assessed the situations, told us that he will check with AHS for repair or replace. Week later, they called the said repair, and they had to order a part. Another week goes by. I called the repair company and they said that they dont work past 5 pm and dont work on the weekends. They told me that I would have to take off from work for them to service my washer. Strike 2. I bought a new washer that night.

The last straw was today. I received an email stating I still owed them a service call. I called and explained that I dont feel that I should still have to pay for something that was never completed. The customer service rep was yelling at me and berating me, as if this was my fault... She never agreed to waive the service call charge, I hung up. Is this how these companies make their money? Dont they want to keep me as a customer? It's really sad that this is how they treat people. Talking with them does no good, they only care about themselves. ATTENTION PEOPLE! DO NOT USE THIS COMPANY! I QUESTION THE VALIDITY OF THE POSITIVE REVIEWS OF THIS COMPANY.

AHS never gave me a call to tell me what I had to call them to hear. That took another week for that co. to come only to say the same thing the first tech said "It needs a compressor." However, neither tech checked the front panel to see if it needed to be replaced. I continued calling AHS to get a status and each time I called, I had to tell my story again and again until I asked for a supervisor.

Now 1 month has passed and he offers me a dorm size refrigerator but I have to purchase and then get reimbursed. It is summer and therefore I have to buy ice daily trying to keep basics stuff like water, juices, tea, mayo, margarine, etc. cold (you get my point). So at this point, I find a web page and state my complaint and within an hour Ms. **, supposed to be from corporate office calls me to say they have found the compressor and it will be delivered on July 4th (WTH). No business is going to deliver on that day and I check with the co. it is to be delivered to and it did not come.

I contact Ms. ** again to tell her that at this point AHS should have had the part delivered EXPRESS. She tells me it will be delivered BUT I am going on vacation until July 13th. Anyway, the tech comes w/ compressor (with attitude) and when asked if he was having a bad day, he tells me "I don't like working on LGs!" Bottom line, he cannot fix the refrigerator.

So now after 1 month and 25 days, AHS offers me a replacement that will not fit into my home, they want me to buy one (with what $$) and they will reimburse me. WTH, with the customer service I have received, I doubt getting my money back in a reasonable amount of time. So I shop to find one that will fit into my home with an allowance of $2280.57. Bam, I find one on sale for $1800, and they tell me they only buy from Sears and to get the one at Sears. I will have to cough up $600. Damn, for the inconvenience of waiting this long for some resolution, they would either waive the $600 or just send me the check for the $2280.57 and I can buy it myself.

So needless to say since May 24, 2017, I am still waiting (2 months, 2 days) for AHS to resolve this issue - a company that can go into my bank acct every month and get its money faithfully but cannot trust me enough to purchase an item for MY home. I am about to get sick from not eating properly during the hot days of summer and I cannot continue to keep buying prepared food (high in sodium). And let's not forget the cost of 20-40 lbs of ice daily because it is so hot (I do not have central air). CAN SOMEBODY HELP ME RESOLVE THIS ISSUE!

After confirming with the worker the overall ordeal, he stated to the AC evaporator coil needed to be replaced with a new one. We asked if the work could be done on the AC evaporator coil only, he stated no. We had to have the entire job done or he wasn't able to fix it at all. My husband asking him for something in writing and for a receipt for the $100 service fee, he stated, "An email receipt will be sent to you" and left upset.

I contacted AHS on 7/19/17. The answering machine stated there will be a 10 hold time instead I waited for 57:32 minutes before the call was disconnected. I called back on 7/20/17 waited on the line for 1:37 minutes before an agent answer. I expressed my concerns about not receiving a phone call ahead of time to inform me about the service agreement with ACS which at that time I could have stated to the agent what my expectations to avoid an angry service man coming out to my home.

I was told they don't call beforehand, the company just comes out to do the job, the Company will send AHS an invoice. Well I'll be! I ask if an invoice was sent to them from the company, I was informed no then was transfer to another department. I spoke with Ashley in Tennessee to inquire about the outcome. OMG that conversation went horribly wrong. I was over talked, she put her phone down 3 time to tell her co-workers she wasn't dealing with me and that she wasn't the one to be played with. Yep, I heard everything she said because again she put her phone down, instead of putting me on hold. I was literally on this call for 2:12 minutes. Requested to speak with a supervisor or Manager. She refused for a few long minutes before transferring me to her Manager voicemail. Tara her Manager did contact me back on 7/21/17, listen to my frustrations without interrupting me and assured me Ashley will be coached.

I contacted ASC, was told by so call Manager an invoice was sent on Wednesday, AHS should have contacted me. I informed her of the employee behavior and requested for him not to return back to my home. I wanted to know what was did his invoice stated. He wrote the AC evaporator coil can be fix instead of replacing the over could. I guess by us not having the entire job done he felt the need to say something totally different once he wrote up his invoice. AHS offer me $210 to have my AC evaporator coil weld base on the worker invoice, ASC wanted me to pay them $1150 for Freon. That's $1360. Come on are they serious? In a couple of months if not weeks we will be right back at square one. Paying someone to come out to fix this problem that could have been fix the right way from the beginning.

I called AHS again today, spoke with another Ashley in Texas, explain to her my concerns. She provided me with information that had nothing to do with my call. I became frustrated again and asked for a Manager because I knew she wasn't able to rectified the phone. She got upset, refused to transfer me to a supervisor, put me on hold without informing me. When question why she stated, "I forgot to tell you." Once I was connected to a Supervisor Karina she basically acted as if she was another representative with any remorse. I ask for a corporate email or address to address my concerns. Karina told me to go to their website to retrieve that information, she wasn't entitle to provide me such information. Really?

I still haven't received an invoice from ACS Absolute as of today for my service fee of $100. My AC is still broken and all I am told is that you have to take the amount that was offer to me for $210 or else stay hot basically. I will address this matter with someone in a higher position at AHS and just maybe my AC will get fix.

Once we finally were able to speak with someone, the rep explained that we could in fact submit another request but there was now a new system in place and for them to dispatch the service provider, we paid the $75 service fee by credit card before they dispatched. The service was performed but again we are reflecting a past due although it posted to our credit card. So now although I have a check that has cleared my bank 60 days ago and a credit card charge that posted a month ago, our account shows $150 past due. American Home Shield has sent me invoices reflecting past due and when I inquired, they said it would take up to 2 billing cycles to correct. That is inefficient and unacceptable.

It's a second home so I wasn't there, but I went back there the next week and find out that it's not cooling. I called on the eleventh and got the tech back out there on the twentieth. He decided that the compressor was out. This was on a Thursday and that Friday, I was told by the tech's boss that he had ordered the compressor. But on the twenty-sixth, I called the boss and he said that he would check on the order but that the compressor had not come in. I called AHS late that afternoon because I had not heard back from the boss and they said he had just ordered the thing that morning.

Then, I got a call from a very nice lady. She said that they had ordered the compressor and that it would be in. She didn't know when it would be in but that it was going to cost me $350 for the new Freon. I said I've already paid for Freon one time and it didn't fix it. She said they're going to have to go back to the contractor and see why they weren't informed of that. It didn't cost AHS and the insurance didn't really help me at all on that. I'm frustrated about it.

It's very recent and it's still not resolved. I tried to go online and find out what was going on because I could not get the contractor's boss or the contractor on the phone and when I call their service number, generally the wait is very long. I was on the phone four different times and a couple of times were in excess of 30 minutes, one was almost an hour and the second time I got through at 45 minutes after I'd been on hold that long. That's way too long. But it's also really hard to do online because I put in all my information and it keeps on the reset on appointment. I couldn't find a way to get the status and I couldn't talk to anybody. Where it says to chat with a representative, it says that nobody is available and I could leave a message.

Also, when I asked to speak to a supervisor because nobody could tell me anything, I was being very nice but they said they don't know. I asked how do I go about getting to somebody to complain about what has happened because I had been without an air conditioner since the fifth of July. If this is the way this insurance is going to work, it's no good for me. It's almost as if American Home Shield wants to wait me out and I would finally hire somebody else to do it.

Which I did on the garbage disposal on the Memorial Day weekend. I called and they gave me a contractor who was in north Alabama, a plumbing company. I called the plumbing company and they said they'll be down here the following Wednesday. But I can't wait 'til Wednesday. I've got a house full of people and I've got to have a garbage disposal. I can't run the kitchen sink so, I ended up having to go buy the garbage disposal and install it myself. Which I've got no recourse to go back to AHS and say they owe me a garbage disposal.

It's the same thing with this air conditioner. It's going to get to the point where I'm going to have to fix it myself. Then, there's no way to complain. The lady gave me an address I can mail a complaint to. I've been without air condition since the fifth of July and for me to put a letter in the mail today, which might get there tomorrow and get opened on Monday or Tuesday of next week, is not a very good avenue for a quick response. But I've had an ice maker claim that the tech was pretty quick.

If I were running American Home Shield, I would at least make the system to where you could find out what the status is and if you're not happy with the status, you'd be able to file a complaint or try to get an update from somebody who can help you. The second thing is, this contractor who's doing this is a very nice guy and very confident in his technician but he's in Lanett, Alabama. That's five and a half hours away from me. If I don't get this thing resolved quickly, I don't think I'd be a customer of AHS again because I feel like it is a way to wait somebody out and let them fix it for themselves. I guarantee that if the people who are the principals of American Home Shield's air conditioner went out, they would not be near as patient as I have been. I would not recommend them at all but I have recommended them to a bunch of people. I've always had good luck but this hadn't worked out at all.

Whoever took the initial call did not mention the icemaker. When the service guy came out, his invoice said, "The refrigerator was not getting cold." But I said, "It's not staying cold and the icemaker is not working." They didn't look at it because the water had stopped working for a minute. The first guy who came had to pinch the line to turn the water off so he could put a water valve on it. However, he didn't turn the saddle valve long enough. I called back and the lady kept insisting that the service man told her that I needed a plumber because something in the wall was not working. But I was getting water to the refrigerator. When the plumber came out, he got stuck on a job somewhere but he called to say he was running late but he will come. He checked the refrigerator and he said everything was working fine, including the saddle valve. My freezer actually works, but it’s just not making ice.

Then I called in and spoke with a customer service rep who seemed to know what she was talking about. But then she told me she would call the serviceman that came out and tell him what the problem was. She also mentioned that she would tell him to call me. However, my icemaker is still not making ice and I've not heard from anyone. I've been buying ice and I'm fed up with that.

We haven't had any problems with the contractors AHS sends but there's one time they had someone from Sears come in for the dishwasher. They give you the four-hour window and for whatever reason, the first time they set up the guy got hung up on other jobs so they couldn’t get to us that day. Instead of working us in the next day which is what I think they should have done, they gave us the next available appointment which was five days later. I also had to take half a day off to wait for them.

We submitted the said recommendation to AHS and they wanted a second opinion. All of this happened when Chicago was going through very hot and humid weather, like in upper 80s and 90s. My tenants have two little kids, one five and one two and a half, and an elderly mother. They were not happy about it. The second opinion guy came out and when I asked him what does he think, he told me that he would recommend replacing the unit and that it's too old. I thought that’s what AHS is going to do, replace the air conditioner, but then they came back to our surprise and recommended a convoluted repair where we had to pay $480 out of pocket on top of paying the deductible of $100. That was completely unacceptable to us because by now, it has been almost a week into the whole thing and my tenants were very restless.

They were saying they're going to move their family to a hotel, and it was unacceptable. It was a nightmare situation. I was contemplating getting temporary wall units to keep but it's a big house, 3200 square feet house. Finally, they just wouldn't replace the unit. They said they will leave the condenser as it is and only change the compressor inside, and that they will flush out the refrigerant and replace it with a substitute. That would be six pounds. They also told us that according to our contract, they will only pay $10 per pound, and that we have to pay for the $480 then they will replace a coil inside the house by the furnace. We told them that that is unacceptable. First of all, they're trying to do patchwork on a 23-year-old unit, and they want us to pay for $580 including the deductible for that. They told us that we could take it or leave it.

Ultimately, they did a buyout and they put in a new air conditioner. We paid $3,825 out of pocket after a lot of negotiation with Air Blue Heating and Cooling. Then AHS sent us a check for $1,572. They paid less than half the cost of the unit, which they should have replaced. They shouldn’t use loopholes like the refrigerant. They were trying to force us to replace it at our cost and making us pay for it. Going forward, they would've spent too much, but we bought the new air conditioner where they wouldn't have. Although it's on coverage, they would never have to do anything for at least two years.

They made it sound like they are doing their best and all that, but they put a big price tag. They knew, for such an old unit, we wouldn't want to spend $580 and rather replace it. So they forced us to replace it but made us pay for it. If it was our house, we would somehow manage with something, but we don’t want the tenants suing us, saying that their elderly mother fainted or something happened to their kids. We were really worried about the situation so we canceled the policy after we got the check.

I also called the contractor on Friday and told them that there is something wrong and that AHS is not showing any information. I asked them to help me out to contact AHS and make sure they are ordering the part but I did not hear back from him. Additionally, I was posting on Facebook about the fact that I was on hold for a long time and there's no information and AHS asked me to email them my contract number and the information. I did that on Friday as well and I have yet to hear back from them either.

I'm a week without air conditioning in Northern Arkansas and in the 90's all week, this week too. We ended up having to go out and purchase a $300 window unit that we didn't need. There are fans everywhere and my electricity bill is running 24/7 so I'm sure that this is going to affect me a lot more financially. My previous claims that have happened went a lot better. It was on my oven and it took them a week to get the part. There was also communication. They'd call and schedule when they came. I don't know if this was just a one-off but their reliability has been inconsistent.

When the repairman came out, I was told that AHS doesn’t pay for Freon and paid around $10, but that’s about $80 for each pound of Freon. My experience with AHS was fine but their coverage wasn’t in this case because I wasn’t willing to put Freon in to have it leak out again in two weeks, and then put Freon in again. The repairman would have to come back and see where the AC was leaking, so that would be another service call. The guy said my furnace was so old that if it was the condenser on top of the furnace leaking, it would have to be replaced, and that was the only thing that AHS would cover. So, I just paid the $75 to have the gentleman check my AC out and decided not to go further with AHS on this claim, and instead I went ahead and fixed the AC on my own.

This claim wasn’t a good one for me, but we’ve had other issues where I made a claim and AHS sent someone out and everything went fine. They offered very good service, did everything they said they’d do, and followed through with what they offered. They were also very good at explaining what I had to pay. I canceled the services of AHS though because I now have new items of everything they cover, such as a brand new stove and refrigerator, so, I don’t need to use them.

Every year, I had to have it serviced and put more Freon plus there were leaks and he fixed it. It was amazing because it's now working great. It's old but I like it. What’s funny is, I’ve got another company calling me. It’s not American Home Shield but it’s the other one that’s on TV. He went on and on about how there’s a lot of complaints with AHS and I said, “Well, I’m okay. I haven’t had one.” I'm very satisfied with them and I recommend AHS all the time to people.

The final straw was in September of 2016 when we had a toilet quit on us. They sent out a contractor who erroneously stated that the malfunction was due to "improper installation" notwithstanding the fact that this toilet had worked fine for 10-15 years. It defies logic that a toilet can operate just fine for that long in spite of "improper installation". Had to pay out of my own pocket to have it replaced. AHS said they would refund the service fee. They never did, of course. Terrible company with awful service.

Upon looking up reviews of the a/c company they have a 2.8 rating with the BBB, which is really hard to be that bad, and most of the poor reviews were in relation to the AHS home warranty. AHS said they had to wait to receive the diagnosis from repair company. We pleaded with them that regardless of the diagnosis the original leak was still happening. We were told that they had to get the diagnosis and then that would go to some other department and then a new a/c company could be dispatched. Each step would take 24-48 hrs, so another 3-6 days before a new repair company would come.

At this point we paid for our own a/c company to come out on an emergency diagnostic, he found the leak immediately upon opening the front panel of the unit. At which point he found the main coolant line was touching the front panel and not over hanging the drip pan. He pushed it back some and it reduced the dripping tremendously. He did not do a full repair because we were determined to get AHS to remedy the problem. Upon speaking to 2 different representatives of AHS we were told a new company could come out to check but if the diagnosis was DIFFERENT we would have to pay another service fee.

At this point I demand a supervisor who called us 24 hrs later, and explained that both reps were wrong, if the diagnosis was the same we would be charged. A new a/c company was dispatched, found the exact same issue as our private company, main coolant line over hanging drip pan. He fixed the problem in 15 minutes. I asked him about the levelness of the unit and he checked and said it was perfectly fine and no chance that was the issue.

AHS should be ashamed to use a company with such poor ratings, (the 2nd company had a 4.4 rating). AHS should also be ashamed that when the customer tells them that the original problem was not resolved their response was we need to wait 3-6 days to get someone else out. They stood by and backed their repair company vs hearing the customer who is paying for the service. This is why we will be switching home warranties.

Once fixed he sent me a text (I have the text) and he lied and said that my condenser outside needed service, needed cleaning and needed refrigerant and that he would charge me $250 for that maintenance service that American Home Shield didn't cover. My husband had just had the A/C unit serviced (annual cleaning service) and the condenser was checked including the refrigerant, therefore he LIED, and when I told him that we had just serviced the outside unit he said, "Well, I just looked from above and seemed like it needed service." Please do not ever send that company again to my house.

I am still waiting for a manager to call me. If I could receive a dollar for every minute on hold with AHS or wasted by the inefficient service provider by now I would have been able to purchase a new state of the art 3 ton AC unit. There is better service provided by companies in the poor third world than what I have experienced. If you are ever assigned the service provider AAA All brands appliance LLC out of South Florida Office: +19548660665. Email:** (operator: Alice). I suggest you tell AHS to assign Another servicer. The aforementioned servicer is also notorious for scheduling and confirming appointments and not showing up. I have left work (without pay) waiting on their "confirmed" tech several times to find out I wasted my time and lost money because I left work. What a failure.

I called many times at different dates and talked to many different ladies. They were all very nice and professional. They would listen, call options or another department that would say they would get back with me within a day or two. We were waiting with a broken dishwasher since April 21st. By June 6, we felt we needed a dishwasher, so we bought one and had it delivered on the 9th. On the 12th, the contractor called to say that AHS found an available part elsewhere and I told them that since I didn’t hear back since April after I reached out to try to get options, we went out and bought a dishwasher. Then we were waiting again to hear what would happen from American Home Shield.

On June 17th, we called customer service to tell them that we still didn’t hear back and that we were having an awful experience. The lady eventually got to someone in Authorization and asked us to send my invoice in with my dispatch number and contract number, so I did, but I neglected to include that the lady who spoke to Authorization said this was not done in the proper order but to just submit them. By this time, I was taking so many notes and we were so thankful it was coming to an end until it went to the reimbursement center.

On the 22nd, I got a letter back saying they denied the reimbursement request but I should contact them if I had additional information that I would like to have reviewed to support my request and I’ve been trying to do this letter for hours and days, telling them of the things that happened. It’s been very stressful and it’s taking so much time out of our lives.

However, I had an issue with AHS back in February. My warranty was coming due in March. They called me and wanted me to do it over the phone and I will get a lower rate. We took off something and added my garage door opener. Then when it came due, they took $85 more than what they told me. It was supposed to be a $100 discount. I've been frustrated with that. I've called numerous times and I have not heard back from them. They kept saying they see it and they’re investigating. It had been months ago and I get emails to give me quotes about more warranties, but that’s all I've ever received from them. I have recommended AHS, but at this point, I'm not sure if I'll continue with them or not.

When I saw it, I called American Home Shield and I got a voicemail. I left a message and then somebody from A&S called me back and made an appointment for today between 12:00 and 5:00 -- they haven’t made it, it’s 10:00. But the first time I called, they came on out and did the job. When American Home Shield came out for the air conditioner, my son was here. It was okay. He didn’t have any complaint. The air conditioner is working now. I’m satisfied.

The first claims rep seemed like a normal customer rep that would try to answer all the questions and see what she could do. It wasn’t until I talked with the second person that I felt like she really cares. She was really interested in trying her best to get us help and get somebody out. She even went and got her supervisor and they both worked on trying to get somebody to us together. And when they said they would come on Monday, they came an hour before they were supposed to come and they were apologetic. She even called back to see that everything worked out and if they showed up on time and if we got the problem solved.

We eventually got the air conditioner fixed. It turned out we needed some Freon in our air conditioning system. The contractor was awesome. He figured that problem out so fast and fixed it so fast. He had the air on before we even knew that the air was on. We’ve had American Home Shield for a long time, so I was baffled that they did not give us a good experience. But that was the only time I’ve had that issue with them. All the time we’ve had them, they normally come out when they say they are and do what they say they’re going to do.

When I called AHS on Monday morning, they set up an appointment with Myers but I have never heard from Myers to set up the appointment. I ended up calling AHS that afternoon and again, waited 45 minutes on the phone waiting for them to answer. When finally someone came on the phone, they looked it up and they had canceled the appointment. I asked why and they said that it was not an emergency. It’s not an emergency because no one’s home but my AC still has to be fixed and they scheduled it again. They scheduled it for that Thursday and I said no because I had to come home that day because I've got some business to take care of and it had to be fixed before Thursday.

AHS ended up calling the second one on the list, Trinity Heating and Air, and was scheduled for Tuesday or Wednesday. I told AHS my next-door neighbor would help them get in the house. They came and got it fixed. They had to replace the capacitor and the AC has been fine since then. The service from Trinity was really good and they were very nice over the phone. Then, I had to call AHS again because the pilot light of my hot water heater will not stay lit. I just had work done on it two or three weeks before. I called the gas company and they replaced something before I even had the warranty. It worked for several weeks and now, a week and a half before I’m closing on the house, it’s not working again. AHS was better in responding to that call. But I would definitely not recommend them right now

Twice, I have had problems that could have potentially caused great damage to my home, but the contractors with whom AHS set me up could not schedule me for several days. One was an electrical problem that had a high probability of causing a home fire. The soonest I could get an appointment was 5 days later. Obviously, I called an electrician on my own, who happened to come out the SAME DAY (and on a holiday, at that) to fix the problem. This latest issue was a plumbing problem. I have water seeping up through my bathroom tiles. The soonest a plumber could get to me was three days later. Again, to avoid serious damage to my home, I had to secure and pay for a different plumber, who has given me an appointment for tomorrow (one day after the service request).

When I called to complain, I was on hold for 58 minutes. When the representative finally answered, I informed her that I would like to cancel my active service request and cancel my account. I was placed on hold for an additional 10 minutes. I cannot believe the terrible customer service. For the cost of the warranty (over $50 per month) the service and response time should be much, much better. I will save that monthly fee and use it to pay for quality service from providers who are actually responsive to their customers. If you speak to reputable contractors, they will tell you that they refuse to deal with AHS for the same reason... Poor customer relations and sub-standard service.

I asked when. She stated it would take up to 48 hrs to get claim handled. I asked to speak to supervisor. I was then transferred to no one. This call lasted for 1 hour and 16 minutes. I finally hung up as there was no one picking up. Nothing. It is now 7-24-2017 and still no call back from AHS. The original service tech called me on 7-22-2017 and asked if I wanted to pay for claim in full, if so he would come out and install heater. I explained AHS had stated it was a covered loss. He said he would contact AHS and get back to me.

As of this date (7-24-2017) still no call back from anyone. It has been 8 days since claim was filed. This company only cares about getting their premiums paid and apparently doesn't care about actually covering a claim. The person I spoke with last Friday reprimanded me for being upset in my tone of voice. (Her condescending tone apparently didn't make any difference).

I explained I was quite upset and would like to have some service instead of a reprimand. That's when I was transferred to nothing. Dead air. I would not recommend this company to anyone. If this is the service they provide, it is obviously quite poor to say the least. I am at this moment on hold on the phone for 32 minutes and counting, still waiting for a person to answer.

It took several days for them to do the repair (more than the 48 hours promised by AHS). They came out and did the repair, but caused more issue after repairing. The dishwasher subsequently began leaking water, after CPR did their work on it. CPR Appliance claimed the appliance was installed incorrectly, but here's the rub... The dishwasher never leaked in the 4 years we've lived here until CPR came out. Now American Home Shield refused to replace the appliance based on CPR's call notes. I even asked to speak with a supervisor at American Home Shield and they have failed to reach out to me and help resolve the issue. I hope this helps someone make an educated on their next home warranty company they choose.

Cote's calls me back and says the parts will be in Thursday or Friday. I didn't receive a call back from Cote's so, giving the benefit of the doubt, I called and left 3 messages as to when we could expect them out on Friday. My calls was not returned. So again I call AHS and spent over an hour on hold to find out that Cote's had not received the parts and that they would be out Saturday. I never received a call Saturday so I called late Saturday evening, spent close to an hour on hold and was told they hadn't received the parts and to call back Monday morning. As I type this, I called this morning at 7 am when they opened only to find out they have not gotten a hold of Cote's but would call me back in two hours. It has now been 4 hours and I still have not received a phone call. This has been going on for 9 days. At what point is AHS in breach of contract?

In May I decided to try one more time and submitted a new request for the same service. This time my condenser and blower were replaced. I was told by the service reps that for someone to say I needed anything else was ridiculous. The contractor that finally fixed my problem was wonderful. However, AHS caused me great hardship and I would NEVER recommend their service.

Since the time of original complaint- First week of July, the problem was resolved July 25th.

First Goal Heating and Cooling- they were excellent. HIGHLY recommend.

Original Review: July 24, 2017

As a new customer, my first experience with AHS has disappointed. AHS promises delivery of quick and expedited service, both in locating a contractor and having quality control around the contractor showing up and work order completion. AHS failed on both aspects. Re: My HVAC, I was assigned a contractor immediately through their online system. The contractor has been completely unresponsive to scheduling (JMC Quality Air in New Jersey). Repeated calls (in the middle of a heat wave) to JMC, I took up the issue with AHS. The AHS response has been dissatisfactory - I asked to be reassigned to a new contractor. They are now asking for me to find my own contractor and follow procedures for authorization. Violation of promises of what AHS promises it delivers its customers. Anyone have similar issues with AHS?

I would like to let people know if they are thinking about a contract with you please don't do it. It's only throwing your money away. Get rid of those no good contractor and give the people what they deserve. By the way we had to pay $100 just to get them out here, do you really think that's RIGHT!!!! Still no air and it's Sunday again and nothing. Alpha Mechanical Service INC Located 28 Brassie Ct. Montgomery Village, MD 20886. This company is not worth a damn.

I had two visits from the first company and five from the second company that American Home Shield sent out. The first tech told me the reason we're having problems was because we had our bedroom doors closed. We have a bedroom that we’re remodeling and we close the door and shut off the vent. I said that the door was closed for about two years and we didn’t have the problem last year. So he went and said my condenser was dirty. He cleaned it then he left but nothing changed. I called American Home Shield back and told them that the tech didn’t fix anything. The next guy they sent came from the same company and told me that the filters that I was using were preventing the air flow. He also told me to change the filters which I did. We even opened all the doors and made sure all the vents were open but nothing changed.

On the third visit, the tech put refrigerant into the AC unit downstairs which cost $165. He said that the AC unit upstairs was fine so I asked why was it not cooling. Also, part of the problem that I encountered was that I live North of Little Rock and at the beginning of the summer it was relatively cool. We had storms most of the days when these techs showed up so the temperatures were around 80 and it wasn’t as hot in the house as the techs deemed sufficient to do any fixing. They would come in, point their little gun at my vent and say that it’s blowing cold air. I took pictures of the thermostat and I had a spreadsheet which I showed to them to let them know the temperature inside and outside, but they didn’t care and didn’t want to see them. They said that as long as the AC were running there’s nothing they can do.

On the fourth visit, the tech adjusted the pressure of the flow and my system that had been limping along now didn’t work at all. He left at about 3:00 in the afternoon and by 5:00, the temperature had risen seven degrees downstairs. I called his company and asked the tech to come back and undo what he did but he did not return my call. I called American Home Shield and it has been frustrating with them because I can open a new service request online but I can’t recall an existing one. I had to call them and I consistently had wait time of an hour or more before I get a person. I also had one person who was extremely rude to me because they were sick of hearing from me but it was because nothing was happening.

The tech who did the adjustment and made things worse was the owner of that company. He came back the next day, stood on my front porch and said that I've been flagged by American Home Shield and that his company was not giving me a new system. I said that I didn't say anything about a new system and I just wanted this one fixed. I asked him if he can undo whatever he did but he said that I was so disrespectful and his people didn’t want to work with me. But I never swore at anybody, called anybody names or slammed the door. He said that I pointed my finger at him but I told him that it was my eighth service call and I was frustrated because my AC units were not doing anything at all.

He wouldn’t even come in and look at anything. He said that what he did was by the book and he's calling American Home Shield to report me. It’s taken everything I had not to get on social media and blast him. He said that I can't threaten him then he got in his truck and left. We went the whole weekend with no AC. I have a good friend who lived here in town for a long time and she’s got a really good AC tech who doesn’t work with American Home Shield. We had him come out and diagnose the system. He told us what was needed to be done and we paid him $140 to do that. He was so much better and so much nicer.

Then American Home Shield sent out a new contractor and I showed the ACs to them. They were very good about getting in there, looking at things and taking all the information that I gave them about what was happening. They have busted their butts not only on the work that they’ve been doing but in terms of being my advocate to American Home Shield about getting the system fixed. They could have band-aided it but they said that for the age of the system, something else is going to break so they got the new system. They replaced my downstairs unit this past Monday and they are planning to replace the upstairs unit this coming Monday. I had to pay $190 because when they took out the old system, they had to pull out all that old coolant and dispose of it.

But if I want to sell my house in a year or two and people want to know the age of the ACs, I don’t have any kind of paperwork that says their brand, year and tonnage. The techs just assured me that it was all the same with others and it’s not that I don’t trust them, but somebody might not take my word for it a year or two down the road so I’m a little nervous about that.

While I am happy that I’ve got a new system, the length of time and how much aggravation I had to go through were very stressful. I’m on disability because of health issues and stress really impacts me and this has been really horrible. We had to put down my vat last week, and it was added stress, plus the fact that I really felt like I was trapped at home because I had to call American Home Shield and wait for them to tell me who they’re going to send out. Then whoever they’re going to send out had to call me and make an appointment, so I was always home waiting for either a phone call or a technician. This went on for about six weeks and I’ve got it all documented.

I called our regional home inspector from our government and he sent me regulations to show that there was no need for this item and we were forced to pay. And I talked to a supervisor from American Home Shield and I explained that we have well water and the pressure is not so high. And so, if we would need it, inspectors would tell us when we build the home. And when they installed the first water heater, they did not say anything. Then when they installed the second, suddenly, they said we have to have it. So, that was very odd. But we've been recommending them to our friends here.

When I called the next day, I was informed again of the 2nd opinion, but no other information, including the reason for the initial denial, was available. The entire process took a couple of weeks, before our AC was repaired. My biggest frustration is the lack of proactive communication on behalf of AHS... I spent entirely too much time following up when AHS should have been informing me of the situation. The hold times were unacceptable.

The techs from the 3 separate companies only argued with each other, and began a bashing AHS party in my side yard. They talked about delayed payments, no payments and a warehouse where they get can get parts but takes 7-10 days, and they don't like working for AHS!! We were forced to pay for the visits, without reimbursement and when we called in, the manager never called us back! We were told they would call within 24-48 hours and it's been 3 weeks!! We called to cancel and they didn't even care. Didn't ask about why, or if they could help, just said, "We figured that's why you are calling"!

The company is a huge rip off and if customers wanted to pay out of pocket, they would not have had a warranty!!! This company is by far the worst in customer service! Never give them your money, keep it and keep your sanity! They expect you to pay for it out of pocket, and hope you stop calling as the wait times are intentionally set to at least 1 hour holds at a time!!!

The process getting through all of that took a little bit longer. It was coming out of Dayton, Ohio, but the contractor didn't know where it was. So we had to be calling and tracking it to work it out, which took over a week. Then the paperwork had to come from the installer and then American Home Shield must have some place where they get a cut rate in the unit and that had to be shipped in. Then, in the end, there was an additional co-pay with the new unit that was around $560. But, overall, it turned out good. The installers were out here in short order and they did it in less than three hours. I've had that company before on different things and they're one of the better ones that I've had to do service.

I've been down the road with AHS on a number of different things. But there was another company that I switched out two that had lower monthly things, but they were horrible. They didn't live up to what it was so after five or six months, I went back to American Home Shield even though their rates had gone up. But for the most part, the AHS reps were knowledgeable, friendly and were able to hook us up with a contractor.

I had also filed a claim for my stove before. The man who came out told me that he fixed the stove but he didn't since it's not working. When I called AHS, they told me that it was too late. The repair was in April and I called them in June. They told me that I should have called back in 30 days and that I have to pay another $25. I told them that I'm not doing that. It’s just I got a little upset about the stove but I didn’t know the 30-day guarantee. Other than that, I never had any problems with them. Every time I call, they fix everything okay. They're great about their service. They sent me a text, e-mail, called me, and let me know if they’re coming or not. I would recommend them.

I left my vacation early to come and be here on Saturday but no one showed up. I called Sears and they said someone rescheduled me for Monday. I told them they can’t reschedule me without asking me if I was available on that day. I was not happy with the situation and they were really unprofessional. Everyone I spoke to gave me the runaround. But we rolled with Sears and I took off work Monday morning because the stove has not been working for a while and I wanted to get it fixed. The tech who came out said that sometimes they get really busy on Saturdays, they only have so many people and the technicians just reschedule people without asking. I said it would have been nice if they called me on Friday, said they’re overbooked and asked if they could do it Monday or Tuesday. But I didn’t even get a phone call.

Also, Sears kept confirming if I was with American Home Shield and I asked them if it had something to do with them not showing up. I even asked them if they treated the customers of American Home Shield differently than customers that come directly to them. For them not to show up was really frustrating and it really irked me. But the panel where I push the oven on is working really well after the repair.

The first guy that came out who diagnosed the problem was the owner of the business. Then he sent the worker out once the parts got in. I had one issue. Once the parts came in for the refrigerator, they didn’t have to order parts for the dishwasher. They fixed that but they told me that they were waiting on the parts for the washer and it should come in anytime. And I had to call back because it was a week and a half later and I still hadn’t heard anything from the contractor. He said that he saw in their notes that the person had already taken the parts for the washer elsewhere. He thought everything went at one time and it actually didn’t.

The contractor called to let us know in advance that he's on the way. He always called to double check and make sure that I got it. He was really good, he explained everything and came on time. He also did the dishwasher and there was something that was off-track on it. I was mad about that because I have been going a month without it, but he fixed that in two seconds. He also came out for the washer. What I liked is that it was the same guy that they send out who was really knowledgeable of what was going on with those, because sometimes they send somebody then they send somebody else and I have to start all over about explaining for the other. The performance had been going really well since the appliances had been repaired.

The only thing that happened in the past that at one point I was going to actually switch was the fact that I had a stove that was messed up. And what happened was they kept ordering the same part over and over and it kept going out. They did that for over a year and a half and nobody ever did the research. They kept putting all this money to the same part and kept replacing until they almost replaced every part on the stove. And then we still have problems.

I would have to go months and months without a stove. I would think they would have counted. Why would I pay this kind of money? They could have bought a stove three times. I got it for my mother. She's disabled and so she has to have her meals so that's the part they would frustrate me like I had to have somebody come out every week, and then they’ll say, “It would be three weeks when your part gets in.” Then finally, they replaced the stove and that’s the part I didn’t understand.

But whoever I talked to the last time with American Home Shield was so on top of it. They couldn’t believe that these people kept ordering this part either. They did what they did and I haven’t had any problems at all. I really like American Home Shield if I talk to the right people. Whoever their contractors were, I thought they’re different people and were really good. Overall they’re great and I would recommend them to someone.

We had a high-end GE Profile refrigerator and for about a year and a half, they’ve been sending guys out for repairs. And to me, that was AHS’ fault because they should have at a certain point assisted and said, “Do we need to replace it?” But they’ve sent about nine different vendors out to try to fix that one refrigerator and I feel we're being penalized for it. It was for an ice maker, which is something fairly simple, but nobody could get it right. And I think that was the utilization because the other thing the rep argued was we had to do the washer and a refrigerator downstairs. AHS wouldn’t pay for the ref and would rather pay a vendor. We have been customers for a while and I'm really disappointed. In the end, I'm a duplicate customer because my mom died, so I still maintain her condo. I have services at another property too. It's horrible. I will not do business with them again and I'm going to be looking for something different.

Fast forward six months, the same faucet started leaking again and now it needs to be replaced again. They don't want to take any responsibility for that and asking me to pay for the visit again. Every single time I call them, I have to wait for at least an hour on the call to speak to a representative. Their representative will promise to call back but would never call back. There is no concept of customer service at all. I am not sure how are they still in business. I am very very dissatisfied with their service and would never recommend anyone to use American Home Shield again.

Then I talked to the contractor who told me they could not help me until after August 1 - I placed the service request on 7/17. I called AHS again, waited for over 1 hour. Nice rep, he said I could use an outside contractor but that contractor would have to call in the AHS for the repair to be authorized. I don't have time to find a contractor, which is why I used AHS, and I really don't want a contractor to have to deal with these hold times, etc. The rep did give me a special #, so the contractor wouldn't have to wait so long, but I don't know if that's true.

Anyway, called back today, 7/22, waited over 50 minutes and the call got disconnected. Called back, waited about 40 more minutes, I think I still am maybe going to get service from the original contractor at some point. VERY frustrating. Can't even get a simple question answered without waiting over 40 minutes. No other contact info is available that I could find, not even a number or email address to call to cancel. You have them ranked as #1, I think you should revisit this. Used to be good, not anymore.

Given that the other company sent by AHS did not report missing components and had in fact provided an entirely different report (that the A/C was in a state of permanent failure due to lack of maintenance and would need to be replaced) we arrived at the conclusion that the company sent by AHS had in fact (1) attempted to scam us, (2) stolen components and (3) provided a false report. The replacement of the stolen components and repair cost me $555.40. The A/C has been functioning well since being repaired.

Upon calling AHS to register the complaint they expressed that it was not their issue, they could not refund the service fee, and that it was between me and the company. They had the audacity to impugn the veracity of my claim since my property manager had been unable to follow up–which is unsurprising given the lengthy (1 hour plus) wait times to reach a customer service agent. I simply requested that they refund the $75.00 service fee and they refused. When I asked to speak with a manager I was told none would be available.

We learned a week later from AHS this service would not be covered, as it was categorized as "pest damage." We paid for a private technician to look our unit. He completed a thorough evaluation of the unit, and noted the compressor was 100% intact. The possible rat damage was superficial and unrelated to the malfunction of the AC unit. Instead, it is normal wear-and-tear damage, requiring further leak search/repair and Freon recharging. AHS is fighting us to the bone, as they dragged their feet long enough to allow our policy to expire before we could have an AHS-sponsored technician reevaluate our unit. I cannot recommend against this company more strongly. They are extremely difficult to work with given their universal phone wait times >1 hour (no matter day of week or time of day). In addition, they seek out loopholes whenever possible to avoid paying for required repairs.

Then my heater went out at my own house a few months later, again had a very pleasant experience. In April my both my AC units at my house stopped working. I immediately called American Home Shield. I was on hold for over an hour before I got to speak to a rep. It was over 96° in the house and both my son and I are asthmatic. They immediately sent me a text with the contracting company's name (United Home Temp), a phone number and told me they'd call me to set up an appointment which they did. On the phone both AHS and United Home Temp asked for the location of both AC units. I told them the heat pump was up in the attic, the other unit was in the utility room in the basement and outside systems were both in the back yard. The man came early in the morning the next day.

Upon arrival, he wanted to see the indoor units. I showed him and went on about my business. I gave him full access to the house. After about 20 minutes he was ready to talk about cost. He never made it up into the attic to check out the system because he said I did not provide a way to access it. I was confused. I showed you where it was and assumed just as the previous tech had done you'd use a ladder and get up there. He then told me it was my job to provide him with a ladder. So since I didn't he couldn't go up there but he knew what was wrong with the system. He told me that my downstairs unit needed about 2lbs of freon and the system upstairs needed 12-13lbs which would cost about $1300. RIDICULOUS!!!

How does one run diagnostic tests on a system without even seeing it? And how does one expect a person to write them a check for 1300 without a diagnostic test? I allowed him to repair the downstairs unit while I went digging for a ladder in my garage. When he came around and saw the ladder all of a sudden he changed and he refused to go up there unless I first paid him $1300 for the freon. I refused. I said I'd call AHS first because he refused to go properly test out the system and wanted to double check on the price per lb.

He then said that the downstairs unit is now working but not at its full capacity unless I pay him directly another $250 for a chemical clean. When I asked why I was paying for that and not the AHS he said because the system doesn't need it. Puzzled... I asked well if the system isn't running at 100% without the chemical wash doesn't that mean that it does need it and AHS should know this was part of the problem and should pay for it. He said no. He cleaned it with water and that should have it work at about 80%. He then told me that when I do call them about the freon price I shouldn't tell them what we talked about. I should let him speak to them first.

I think the real problem was that this man was thief and a scammer. He was too large and could not fit in the attic opening. I called AHS and explained all this to them and they said that he said the work order was completed and closed out. But I told them he never even looked at the other unit. They said he reported that I refused service to that unit. This was a lie! I refused to pay for 13lbs of freon without his diagnostic test. Another thing the unit he did fix never even worked properly. I needed them to return and fix it and look at the upstairs unit. I also wanted a certified tech to return instead of that lazy man they sent to my house.

The next day I called about it and I was told to deal with the AC company directly because they probably won't be able to come out on a weekend. I called the company and left them a message. That Monday I got a call from United Air Temp. I explained all that had been going on. They said they'd send the same guy out. I told them I didn't want that guy back at my house and to send another tech out.

Finally after going back and forth they agreed but only had a very large window on a weekday morning. I asked that they send someone out in the evening or a weekend. Because I didn't have any more leave to take and they had already wasted the one day I had taken leave. The lady said they'd call me back when they had a better schedule.

I then called AHS and asked for another contractor. They said the only way they'd do that was for me to pay another service fee. They said the tech did his job. How is that possible? He flat out refused to go into the attic. I requested to speak to a supervisor and of course no one was available. They now claim that 2 supervisors called me and left me a voice mail... That's another lie. No one has ever called me back. I've been waiting over 5 weeks to have this problem resolved. I've tried to call a dozen times and each time I've had to wait anywhere from 1-3 hrs to get hung up on.

Yesterday I reached my wits end. I called... waited for over an hour to speak to a rep who told me I refused the 60 day warranty and that I owe a service fee that somehow never processed. I asked when they would have someone come to repair the AC and they told me I had to start all over again because too much time had passed.

I requested a supervisor and after a 30, minute wait, I spoke to some lady who refused to give me her name or ID and also refused to transfer me to her supervisor and eventually hung up on me. She was rude and basically called me a liar. She said they have to take the word of the technicians over those of the homeowner. She went on again about me refusing to pay for the AC inspection. I tried to explain what happened and she just would not listen. She clearly had her mind made up on me being stupid and a liar. I once again asked her for her name and told her I would report her company and their affiliates and she hung up on me. I called back and was on hold for 2hrs!!! I spoke to another gentleman who basically gave me the same runaround and said that he'd have his manager call me and patched me to his voice mail.

This is the worst company on this planet. They lie about the service they provide and they send untrained people to people's homes and never own up to their crap. What planet do we live on that a person expects payment in hand for a made-up diag. If there was a leak and as a result the freon has leaked out... shouldn't he fix the leak first? When I questioned him about this and expressed my concern he said that I'm refusing his service. When I provided the ladder he refused to go up to the attic claiming that was a waste of his time. The real problem is that he knew he was too large and couldn't fit in the attic opening and counted on me not having a ladder.

Today, we received a second opinion who said the problem could be the gas control. We will now call Rheem to speak with their technician to determine a solution. Even when we called AHS to complain, we got nowhere. Completing their survey and asking for a call to try and resolve the problem brought NOTHING! Our experience with AHS is that they are most willing to accept our money but are not willing to pay out. DO NOT WASTE YOUR MONEY OR YOUR TIME WITH THIS COMPANY. If a claim is approved, I guarantee you will have fought a long, hard battle and will have spent a lot of time in the fight.

I was a little bit disappointed with one service call. I wanted to downgrade my plan and I ended up doing it, which was fine, but I didn’t realize that when I downgraded it, it didn’t include plumbing. I wasn’t looking for the major systems in the house to be covered, but when I downgraded it, it only included the appliances and not any plumbing issues. Since then, I had a little bit of a plumbing issue. Then when I called to put in that service call, I was told that it didn’t cover it, which was disappointing to me because I’ve had to hire someone on my own when I’m paying for this plan. I’ve had the toilets serviced before and AHS said I won’t able to add back on that service until the anniversary date. Other than that, my experience has been average overall.

I told AHS that since the gentleman that was supposed to come out originally was back on vacation, it’s fine with me if he’ll fix the A/C. And that’s what took place. The gentleman came out, diagnosed the problem, and contacted American Home Shield. He said that the piece would be ordered and when he gets it, he will bring it out and replace it. I like AHS but they’re unorganized and everybody's not on the same page. It's like going to a doctor and getting different answers from different people. It may save money having AHS in the long run but it's not going to save time.

In almost 20 years that I’ve been with American Home Shield, it was the first time that I called Wednesday, Thursday, Friday, Saturday, Sunday, Monday, and Tuesday. I was on hold for about 45 minutes at a time. We never could get through. But, ironically, I got through to sales. So if I wanted to buy an American Home Shield warranty or if I was a real estate agent trying to buy warranty for my client, I can get through. But of course, the sales department can't do anything. I found the phone number of corporate on the internet on Sunday. I called and left a message about my situation, that I've been calling for five days, and that I was being on hold forever. On Tuesday, I got a callback.

I didn't want to call back the electrician company when they already knew that the technician had broken my ceramic top without seeing what American Home Shield had done on this week. The rep from corporate told me that she had called the electric company already and that they never called her back. The corporate lady was nice. I told her to wait for another two days. However, I didn’t get a callback. I tried to call American Home Shield again and I got on hold. I didn’t talk to a live person. American Home Shield has just one phone number to call. They do not have email so you cannot send a message. All you can do is request service.

Finally, the rep called me back and told me that the electric company claimed that they have never been to my home. I said that’s ridiculous. So, I resolved my issue with the electric company. They sent what they call an expert because they were trying to blame the American Home Shield installer that it was his fault. He installed my stove wrong. So, I do not have my stove yet. I have heard from the expert who came here that the electric company will pay for my stove top. But I got an email that my issue was resolved. I could not reply and say, "No, it was not" because it's a no-reply email. Also today, I was trying to locate the phone number of the expert. I can't call American Home Shield.

I'll call tomorrow again during business hours to ask the electric company when are they going to pay for the stove. They have to come replace my ceramic top. Next Friday, it's already a month. My barbecue grill is charcoal only and I can't eat Chinese food anymore. I am not happy with American Home Shield because they were incompetent in a sense that the lack of answers to their customers is bad business. Especially if sales answers but customer service doesn't. I strongly suggest that they should have a send a message or an email feature.

When we purchased the home, we had to have a plumber out because there was a problem with the sink. I have not had a problem since the repair. We've never had to have a callback. Just last year, the air conditioning guy that they sent out wanted me to hire him on his off-time to install new air conditioning unit. He wanted us to replace the air conditioning unit and said he could give us a good discount if we would allow him to do it. He did side jobs and we thought that drew up a red flag for us.

So when I had to have the air conditioning people come out this year, I asked AHS if I could request the person who was here initially on the very first time I had to have someone out. Their rep told me that I could request a specific person. So AHS sent the company that was here the very first time and it happened to be the young man that was here the initial call. He remembered coming and told me that there was no need for me to have a new unit. It was perfectly fine and just needed a little dose of Freon and there was a bad switch which he had to replace. We've always had excellent service and we'd never had to call them for anything other than the air conditioning and this pipe burst. I always recommend American Home Shield to our neighbors that are new homeowners. I really believe in what they have to offer.

We, however, had issue after issue with the well company. The most frustrating part was when I filed a claim and the person who I spoke to in the beginning from American Home Shield who said, “No problem. We’ll take care of everything”, didn’t put in an authorization code into the computer and that caused another issue down the road for the well company to get paid for the pump part that was covered. They needed the authorization code and he didn’t leave it in the computer system for anybody to see what’s going on. It’s been a while and two weeks ago, I talked to the gal at the well company and she said she was still dealing with the authorization codes.

Most of them at American Home Shield that I spoke to were helpful though. There was one that I spoke to and she said, “Well, you don’t have the authorization codes, you don’t have a chance pretty much to get reimbursed for that.” She was one out of several that wasn't helpful but everyone else tried their best to help us get what we needed.

The well company dealt with them more than I needed to and I think that she was so frustrated. She was ready to drop them as a company altogether because she said she doesn’t know if she can deal with them again, and that that was probably the second time that she dealt with them and she can never get them to pay what they need to pay.

The contractor dug a second well. We’ve dealt with them a lot before we even had American Home Shield and they’ve been the best that we’ve ever worked with. Good family company and really nice people. We now have our water back. We did have a little hiccup and the company came back out to make sure everything was good. I also had a good experience with American Home Shield when our refrigerator went out the same time and they replaced it and paid us within a couple of weeks.

Original Review: July 21, 2017

So far my experience has been a nightmare, I had my contract with AHS for a full year without any repair needed but on 08/06/17 I reported that my standalone ice maker had stopped working. On 6/12/17 a team of Appliance Repair Experts came and collected their $75 service fee but told me that they were missing a part and would come back the following week to fix my ice maker. They never came back. I called the company and they told me that the part was ordered, then that the part was delivered but not checked in, then that they needed an authorization to send the repair people to my house, etc..

Every time a new excuse, we are now 7/21/17 and still nothing. I tried to call AHS but here too the only answer I had was that they were not responsible if a part had to be ordered and it could take time. The issue is not the part to be ordered but all the excuses the repair company has been giving me for not repairing my unit. I even now wonder if they have the intention of repairing it and have even ordered the part or are just a scam to collect the $75 service fee. When I asked what part number it was they refused to give it to me.

Oh I also forgot to say that to get them or get AHS on the phone is very challenging. I am placed on hold or even disconnected before someone answers the phone. Yes I can say that I am very dissatisfied with the experience and if I have to hire my own repair company to repair my ice maker, I will spread the word that AHS is not to be trusted with your appliances.

My husband and I have tried to work with them 3 different times over the last couple months (we had a problem with our AC and now problems with our plumbing) and we have ended up just paying out of pocket for a local company to make our needed repairs because we cannot get AHS to respond to us. I would not recommend AHS to anyone!