American Home Shield Reviews

The Allen wrench cost me $3.00 and 5 minutes to do it. I called AHS and tried to reason with them. These "robots" (because they can't be called humans) are trained to said: "We do not cover lost parts". Finally, I was so frustrated that I decided to cancel this junk of warranty and the representative got the nerves to tell me that I was going to be charged an administration fees, plus $75.00 for this visit and one extra month for I needed to cancel 30 days before next payment. Thieves!!! They are getting away with abusing us as consumers.

The fridge was only about four years old. To file it was easy, but to get it sorted out was very difficult. We had the technicians called out about five times, and each time they kept saying it was something else that was wrong with the fridge. I asked Home Shield about replacing, they said no. They categorically refused and said that they had no responsibility. They were happy to keep sending people out and had two different companies come in to do it, but it just was never fixed. It never ran properly and we had to keep throwing food out. It would stay cold for a few days and then it would go again, so I ended up getting rid of the fridge and buying a new one. Home Shield did not help in any way, shape, or form. At the end of the year, I may well think about changing and getting another company.

Then a second technician came out and he was awesome and very knowledgeable. He worked on the washing machine and replaced the refrigerator. Right off, he said the door can't be fixed because it kept freezing. He knew we've had that problem and they had already been out so many times to replace the little part. He even put a tape inside the refrigerator to redirect the air. It was a zoo. I had no water in the refrigerator and the ice maker didn't work for weeks while trying to get them to fix it. They would come out but as soon as they leave, the refrigerator would do it again. Finally, AHS was good enough to give us some money to get a new refrigerator.

Although I wasn't pushing to get a new refrigerator 'cause I liked my old one. It was just that they weren't able to fix it. That's fine and we got a new ref. However, they weren't the same size and my other one had some other kind of front that never show dirt. It was really good. Then, we paid a little more to get the same door because it was an upgrade. They didn't really care what the outside looks like as long as it was a workable refrigerator. I understand that though, and I'm glad I have a workable refrigerator now too.

As for the washing machine, the guy that came out ordered one part, came back and fixed it. It's been working fine since. So far, so good. The problem was that he could have fixed it a lot sooner but it took seven days to get the part in to fix it. I couldn't use the washing machine since it wouldn't pump the water out. I had to take all the clothes out and do what I could. AHS is a big company and it still took so long to get the part. If they could expedite that, it would be awesome. If that had been our air conditioner, I would have been really unhappy. Overall, the experience was all good except for the time delay.

Our most recent claim was for our garage door that wouldn't open and I thought it was the garage door opener. I went online, submitted the claim to American Home Shield and someone called me within 24 hours. Their website was fine and I had no problems. Also, the guy that came out was really great and clearly professional. He was early which I loved because I hate for people to be late. He told me it's my spring and I looked up. Sure enough, it was broken in half. I thought it was supposed to be like that because not a garage door pops up. I get in my car, I back out, I drive in and I get out. I never looked behind me. He came in exactly what was going on, what was wrong with it and fixed it in less than an hour. The spring part wasn't covered by AHS but it was only $50 and because of American Home Shield, I'm grateful.

The door has been perfect since. It does exactly what I need it to do just when I need it to: go up and come down. Getting in and out of my garage is really important for me because I leave my house to go to work at 4:15 in the morning and I'm a charge nurse so I can't be trapped in my house when patients are waiting to dialyze. Also, we're doing great. There's no stopping, having to lift the door and move the cars outside the door. I'd tell even the people that don't have American Home Shield to get it and I would recommend the technician to anybody. AHS did great with choosing him to be a part of their contractors. They're a great company and my experience has been pleasurable.

I also had a refrigerator repair done. The tech came out and he looked at the fridge, and did this and that. They said they didn't have the part and they waited instruction. I had to wait for two weeks for a repair man to come out and it was too long. He got the part and he put it on, it was about 8:00 at night. He said, "Well, I don't know if the refrigerator is gonna get cold yet or not. I'll have to wait an hour or so." He left and the refrigerator never got cold. Also, the tech didn't charge me the right amount. He said, "Well, my thing is paying $119 for that." Then, they called me back and said, "Hey, you were $5 short or something on your payment." I discussed that with the guy when he was there, that I'm supposed to pay this. That wasn't cool because I didn't have a refrigerator for two weeks. Another guy came out and he spent a whole bunch of time in there. He got it working the second time.

I also had to get some work done on my septic system. I specifically said that I wanted that covered. But they said, "Oh, we don't cover anything outside the home." I said, "Well why am I paying that septic system in if you don't want to cover it? It's outside the home. So why is that on the contract?" I paid for a service that they didn't provide me because I thought that the septic tank was supposed to be covered.

American Home Shield has nothing to do with that. It was the people that that they were sending out. The second guy that did my refrigerator repair was outstanding. The first guy was not so much. The problem with that was he got here so late in the evening he just wanted to go home. I don't want him there either because it's night time. You visit people's house during the daytime to do stuff like that. You don't come at 8:00. I took off work that whole day and he didn't get through that night.

I'm a retired military, and I've been a supervisor. I've managed government and very large medical clinic. I have a bachelor's degree in engineering so I'm not just some guy. I didn't know the root and that's what we deal with, root causes. But as far as American Home Shield, I plan on renewing because some of these repairs are minor.

Thirty minutes later, a guy shows up all the way out from Dallas to do the same thing to me. He said the opening through my sewer line was three feet under the house and that they’re plumbers, not dogs. They don’t go under houses, so I’ll have to do it and extend the pipe to the house before they can do the work. If I got under there and extended it, then I'm a plumber. I could do the work myself and I wouldn't need them. So I refused to pay the second one.

AHS dispatched two people that refused to do any work. So I called and complained to the dispatcher that they sent somebody out here that doesn't go under the house. She said the first guy went under, looked and said it's animal damage. I said, "First of all, he didn't go look. I told him face to face that I thought it might be. He never went under the house at all. So if he said he did, he's a liar." I'm upset that I paid this guy and he didn't do anything. The lady started saying something about animal damage and that was in the contract. In my contract, it didn't say anything about animal damage, that it's not covered if it was. Regardless of that, he didn't even look in the first place. For me, if the kind of service people they employ will lie, then I don't want them at my house because that lying will become stealing.

When I was talking to the dispatcher, I asked what they're going to do about this and she said that there's nothing they can do. She was very, very rude in her tone and manner. I'm a paying customer. I don't feel like I deserve to be disrespected by her and then not get service done and have to pay the show up fee. I didn't want to sit and argue and I did not want to deal with it anymore. So I asked them to cancel my service.

I'm not gonna keep paying $75 a pop for them to dispatch somebody that won't do the work. I signed up for someone to show up, do work, and then I pay him the $75 show up fee. I've had the service for years and had other claims a long time ago. I pay a monthly charge, and then a service fee when they show up, and if I can't get work done and I'm paying all this money, then the service is not worth it to me. It's disappointing. Not only will I not recommend them to my friends, but I have been warning them against American Home Shield.

I'm going to take this further up the ladder to get some results. I'm a Realtor and I'll definitely inform everyone of my clients, friends and family members NOT to get a Home warranty from American Home Shield. If there was a negative number/star rating that is what I would give them. Totally useless, confrontational, unwilling to help their own customers. What a joke...

We contacted AHS and they immediately texted the name of a service company that would call me within 24 hours to make an appointment. Advanced Air Services came on Friday, spent 1/2 hour inspected the boiler and decided it needed a new electrical panel. When I heard this I contacted him and left an urgent message that the issue is not the electric panel and I sent him a photo of the hole in the heat exchanger. He called me Monday morning and advised that he was putting in for a transfer of service as a certified Weil-Mclain company should be looking at the boiler. I called AHS and spent 1/2 hour on the phone asking if they could just hire the person who already did the diagnostics... but they said they do not operate that way and that a service company called Rubber Duck would call me within 24 hours to make an appointment.

Meantime my father has no heat or hot water since Wednesday!! I looked up Rubbed Duck on a consumer rating site and was floored by the negative reviews on the company and can't believe that AHS would continue to use this service person with those kind of reviews online. Perhaps they are not aware or perhaps they just don't care. Rubber Duck has yet to call me to schedule... it's well over 24 hours. I am now working with the original HVAC person I called as I know I will get the job done properly and quickly. We are looking into cancelling our contract if they do not cover the costs we will incur.

I was transferred to 5 people and departments, placed on hold for 19 minutes by one person who never picked up and eventually I did cancel the policy but was charged a months fees to cancel. What a scam. I am so disappointed and hope anyone out there reconsiders purchasing a home warranty thru American Home Shield. If I was making a purchase they would jump through hoops ensuring satisfaction but offered little opportunity for satisfaction with canceling the policy. Rest assured I will not be purchasing another warranty thru them when the HVAC manufacturer warranty expires.

Finally, we had a competent plumber come out and finish the job. It was Artesian Plumbing and they were very nice. And they're not even contracted with AHS, but they agreed to come out. They also gave us their cards and said, “If you have any problems, call your contract people and we’ll come out on their behalf.” The other two companies did not do what they were supposed to do and I called American Home Shield and gave both of them bad reviews.

We also had another instance with All Pro Plumbing where it took a month to get our kitchen faucet fixed. We had water leaking underneath the sink for at least three weeks. It was almost four weeks before we got it fixed. The seal in one of the lines underneath there had gotten loose so at first, they came out and tried to replace the seal. And then they came back out with a part and said it wasn't going to work. They needed to order the whole thing and that's when they came back with over $600 total charge for everything. The service call fee was $75 and AHS was going to pay them $250 and then they wanted us to pay them an additional $285 when they come out, which was ridiculous. So we decided to opt out of that and get the $250 check from AHS. We bought the faucet part for $80 and then had a certified plumber come out for $130 and install it.

If we're paying to have a warranty, we shouldn't have to have four people come out in order to get something fixed, be charged over $600 to replace a faucet part and wait for a month to get it fixed, or have to deal with the intermittent tankless water heater for two months when it should’ve been fixed right the first time we called to have somebody out. Every time somebody comes out for the second or third time, they’re charging a service call fee to AHS, and they're not taking care of the problem. Whereas if AHS found somebody competent that would come out and do one visit and maybe do a follow-up, too, when it’s completed, that wouldn't be a big issue. But to have incompetent people coming out means they're just paying for incompetence.

The gentleman on the phone was very nice and professional but he had no power or authority to actually help me. (He was placed on hold by his own Customer Care or escalation team for 15 or 20 minutes) The only resolution he could offer was for me to prove that I had paid for the contract, regardless of the fact that AHS already had a record of the contract. I asked to speak to a manager but there was no one available. He did put a request for a manager to contact me within two business days, which put that after a long holiday weekend and no service to my pool. The next Wednesday manager did call but I could not get to the phone. I have called every business day since then and I have not been able to reach anyone.

I clearly informed the representative when I filed my claim that my wife had just gotten at the hospital and I needed my air conditioner repaired immediately. That did not matter to American Home Shield. They don’t deal with local repair companies that could do the repair in a shorter period of time. The repair guy that came told me that he came all the way from Statesboro. I live in Savannah Georgia and I know there are numerous AC repair companies available in my local area.

I have spoken to numerous other customers of American Home Shield and they all have the same complaint. American Home Shield only cares about bottom line profits and does not care about the customer. It is sad that you pay for service and every time that you need to use it is a very upsetting experience. I have friends that have used American Home Shield and they all have the same complaint. And they have dropped American Home Shield Home Warranty service or they are in the process of doing so.

Last week, I submitted a claim. A latch on my built-in microwave broke then one of their technicians came out. He was a great guy. The latch was deemed unrepairable so American Home Shield offered us three options. The first one was to replace with a similar one, another was to purchase an upgrade and then we would pay them the difference, or we would buy our own and then send them the receipt and then we would be reimbursed up to $498. We needed it in stainless steel and they said that wasn't an issue and made us an offer. They came back the next day saying that it was not available. I sent them an email today saying I'll just go buy and install it and I'll just send them the receipt later on so they can reimburse me for the microwave. The only bad thing is that the microwave gets in Thursday and I do a lot of cooking with the microwave. But other than that, we're good to go.

The other experiences that I had have been regarding my pool pump and things of that nature and they've been very helpful and very pro-active with the contractors. There was one contractor though that came a couple of years ago that I complained about and I never saw them again. And another issue that I have with their techs is, because it's down here in Texas, they just can't get to it fast enough to fix it. So we've gone about four days without seeing a tech but that's the nature of everybody having a pool down here so it's not their fault. I don't mind paying the money every month for the peace of mind if they're going to come and take care of it. But, I rarely had to have them come back out to fix what they've already fixed. It's kept the kids in the pool as opposed to being running out on the street so that's always good.

The first company took advantage because people didn’t know about it. They also told American Home Shield that they changed the underground pump which wasn't true and they charged American Home Shield for it. I had people coming over and taking pictures. The underground pump was about 300 feet underground. They cannot do that with bare hands. They need a machine and they never even brought anything. They also indicated that they changed things that they never did. They wrote that they put it like a brand-new cap but when we took the cap out, everything was old inside.

It was terrible. The second company was more upset than I was. They couldn't believe what the first company did. And it looked like American Home Shield never took the second company very seriously. Even though they came and told American Home Shield how bad the job was and the first company didn’t change the underground pump, American Home Shield continued not wanting to pay for another pump. It very easy to prove that the underground pump was was not changed because one would need a big hole to go inside. And the ground was not even touched. So I didn’t understand American Home Shield took a month and a half almost to fix the problem. They dragged the problem so I didn’t have water for a month and a half. With the kids in school, it was a nightmare.

When I called American Home Shield, I had a girl who was always trying to take care of the problem and did an amazing job. But the supervisors were cutting her off and constantly saying that they're not going to pay. And she continued to say that it's not fair because the company that they paid didn’t do the job. She defended me in so many ways.

Finally, I got someone to fix the pump but American Home Shield didn’t pay for everything. My warranty was not to pay for everything though. It was just to pay the pump so I needed to pay the rest of the things. I paid $2000 and it took a month or so for me to get the $1,300 check. But at least it was a help. And the gentleman was so nice to me and changed my pressure tank for free. He felt so bad about what I was going on. He told me what he put in was not brand-new but it’s very good and will give me pressure. He was amazing and took care of us. And he even wanted to wait to get the money. I divided the billing three times because I didn’t have the money as I already gave it to the other company. And I'm wondering why American Home Shield doesn’t have this gentleman in their list.

Now I’m concerned of even calling American Home Shield to ask for anything here at home. I’m concerned for when something big comes along, we’ll have the same experience. So my husband told me that every time American Home Shield would give the name of the company, we'll investigate the company before we allow them to come to our home.

I have American Home Shield for many years now since I bought the house. I never had an issue with them until this company came to my home. And what I didn’t understand was why were they still using that company. If one would put the name of the company online, they would see so many people saying so many bad things. They wouldn't see anybody happy. American Home Shield should investigate the company they send to their own customers because they are the ones who are looking bad. I also had another experience when the plumber they sent came a little drunk. American Home Shield is a great company but they don’t have a lot of communication between them and that’s what worries me.

I got an email with about 50 dishwashers on it to choose from. And of course, I couldn't see them. I didn't know how to buy a dishwasher without looking at one. I wrote down a bunch of model numbers and went to Home Depot to look at the particular units and that was how we ended up picking the one that we picked. They didn’t actually have it there on the floor, but the salesman was really nice and he got it up online for us and we didn’t need anything special in our specifications, so that worked out fine. But it was certainly within a reasonable time period. We had also filed other claims in the past and they've all been positive. AHS is professional and friendly.

They let me know what was going on and gave me some helpful hints going into the future, like how to prevent things from happening, because it looks like my daughter put something down in the garbage disposal that she shouldn't have, which jammed it off. And then they gave me a bar to put in there so that nothing foreign that shouldn't be in there could get in. They also gave me some cleaning tips like to put ice in there, things that I never knew to maintain the disposal. It's been performing perfectly and quieter when I run it. Now, I can use my sink and not worry about nastiness coming back up.

My warranty with American Home Shield is probably one of the best purchases that I've made. When I bought the house, it came with a year free and I kept it. I like the monthly payments on it and I use it. It takes away all the hassle of trying to find a reliable service person to come in and fix things. At the time, I was a single mom and I've been using a screwdriver, so my skill set for fixing things wasn't so good, and American Home helped a lot. I used it a few times for my dryer and washer, and they actually replaced the hot water tank once, where I paid the fee of $75 and got a brand new hot water tank. It's definitely money well spent.

I do my claims online not because I don’t like talking to Home Shield but it seems more convenient just to plug it in if I have a problem and then it seems to be handled quickly where someone will give me a call and it will start the claim rolling. I called at one time to find out information about my policy on what would be covered in a claim and one girl acted like she could not answer that question. She kept me on this very long hold. And then somebody picked up finally and answered the question immediately and knew exactly what I wanted and she couldn’t believe that someone did that to me.

I don’t look at that as a bad light on Home Shield. Sometimes some people have bad days and some might not be trained to the best and don’t know everything that everyone else might know, or they might not be as seasoned because they haven't been there as long. And they document very well. It seems like that kind of stuff is in the system and everything gets kind of written in. Overall, American Home Shield’s been a savior to me, and I'd recommend them to everyone. My niece just bought a house and I told her she gotta get American Home Shield. It's a great thing to have. It's an insurance for what your investment is.

The first company that came out and brought the microwave was also told to install it. There was two gentlemen, one was very kind and funny, the other one was very rude. When they were installing it, it was being done incorrectly. I had to ask the gentlemen a few questions and he assured me it was being done correctly. Then when they left I realize that the exhaust system on the microwave was blowing into my attic, not attached to the vent.

So I called American Home Shield back and I ask for them to kindly send somebody else out because I have tried already to recover with the first people that were at the house who apparently didn't believe a word I was saying and I didn't want them back. American Home Shield sent Ace Appliance out and instead of taking another half day off of work because everybody comes during the day, I had my son who is a young adult meet them at the house, all he did was stood there the entire time and go, "I don't know why I'm here, I thought I was looking at a broken microwave. This looks new and there's nothing wrong with it."

I called and talked to a representative from American Home Shield. I was on a recorded line twice, had to slowly explain my issue and I left this gentleman a handwritten note on top of the stove right by the microwave explaining why he was going to do this today in case he did not get the proper information from the company because that happens all the time. He was rude and didn't even go up into the attic to see the way it was vented. He adjusted a screw and it's installed crooked and left.

I called Ace Appliance back directly, ask them to send another representative out, I never got a phone call back. Then my husband called American Home Shield to take care of it through them. Nobody has called us back from Ace Appliance and I still have a crooked microwave in that space and it's still blowing into my attic.

I called back to AHS and they assigned another contractor, All Right Mechanical (ARM) who contacted me the following day on the 23rd. They scheduled an appointment and the company owner and a jr. tech came to the house on time. They put a gauge on the line and said I was low on refrigerant and I probably have a leak in the Evap Coil. The owner then tells me that my warranty company won't pay for all the work that needs done because it is not covered and that my out-of-pocket expenses are likely to be more than $3000. Or, he can sell me a system for $10K and spread my payments over 20 years to have a brand new system rather than repairing my 27 year old current system. I believed that he was trying to scam myself as well as the warranty company, so I called AHS and told them as much. They said they couldn't do anything because they didn't have their report yet.

The following day AHS received the report from ARM and the next day, they authorized them to do a leak test. When AHS told me this, I again complained about ARM and stated that they were ripping both of us off. AHS advised me that if I wanted to select my own vendor, I could request cash in lieu of service for the leak test. They would send it to authorizations and let me know how much cash would be available to me, but unfortunately the Authorizations dept. was running behind and it would be 2-3 days.

On the third day when I still hadn't heard from them, I called only to be told that the rep had misinformed me, and that they couldn't offer me cash in lieu for a leak test. It can only be offered for a diagnosed covered equipment failure, and that I had no option other than use ARM for that Leak Test. After 3 more days passed, a tech finally came to the house. He looked at the condenser and the evap coil and stated both were leaking and needed to be replaced. He didn't inject dye or nitrogen into the system, but said he would write it up in 15 minutes and send it in.

The next day, when I hadn't heard anything by the end of the day, I contacted AHS who said they still didn't have the report. I then contact ARM who said they would submit report that day. The next day I again contacted AHS, and they had the report, but it was in authorizations and they were behind. 2 days later, they contacted me and the woman said "I have never seen a report with this many non-covered items." The total out of pocket was $4030! So I asked what my cash in lieu amount would be and they said it would have to go back to authorizations to determine that.

3 days later, today June 5th, authorizations offers me $1,288.23 for a new condenser and evap coil and the labor to install both components! This is less than the cost to purchase the items, much less have them installed. So I again complained that this company was ripping us off and asked for a second opinion. She had the nerve to tell me that I was past the 7 day window to request that (all their fault), and my only options were to take their offer, or have their contractor do the repair. Incidentally, an independent third company giving me a "friend of a friend" pricing, diagnosed that an entire new system was needed and priced it at $6,800... A far cry from $1,288.23 I was offered.

I have been an AHS customer for 15 years or so. I have had small issues (washer, dishwasher, microwave, etc.) that were all handled with no issues during that time, however this was not and if you as a company, can not bring the system back to full operation without the customer having to spend over 3 times what you're willing to pay, then maybe you shouldn't say you are even covering the item! It may be "legal" by the terms of the contract, but it most assuredly is NOT ETHICAL! This is horrible business and as soon as I reach final resolution on this issue, you will have one less customer!

Here's the problem. AHS will not assign the work to the second contractor which would mean over $4000 out of pocket cost for me. I obtained a quote for the repair, which would only be about half of the $4000 out of pocket for me, and that is without one cent from AHS. I have tried to escalate this in AHS, twice. They tell me someone will call. They have not called yet and it has been over 4 days. So no A/C for over two weeks in the hot humid deep South. I have been a very long term customer of AHS and until now have had good experiences with the company.

Original Review: June 5, 2017

We requested the refrigerator repairing service on 10/17/16 and 3/5/17 for the same problem for one of our rental house located in Newark, CA. Both technicians couldn't fix the leaking. We requested for a second opinion and AHS gave UKH Enterprises to us on 4/19/17. In one month, the technician put some tapes as a fix (please see the attachment), but it's still leaking. We contacted AHS many many times and our tenant has lived without a refrigerator over 6 months. We asked for a replacement for a non-repairable item after three repairing companies can't fix it, but AHS only offered us a repairing option ($121) after we talked to the supervisor.

We don't understand why AHS ignored the fact of non-repairable. We have 4 houses with AHS in the past several years. We never requested the replacement before. We put lots of time and efforts to call AHS for the case. We are really dissatisfied with AHS the way to deal with this. We purchased a new one for our tenant yesterday to not lose our tenant. We are looking for a reimbursement from AHS to settle down the claim.

I call the repair company on Monday 6/5. I was told that I would be a work in again today. I called back at 12 noon to check on a repair within my 48 hr. contact with AHS. The Ed, at the repair company said ,"we have you scheduled for any time today or tomorrow. You can contact another company if you want." I contacted AHS to notify them of Ed's statement. I was basically told that if I changed company then it would increase my service time. So what is the use of having a 48 hour response time if no one follows it? Also, how does AHS choose the companies that they contact with? Because if Advance Appliance is an indication of the customer service or professionalism that we can expect then save your money in a savings account instead of paying AHS.

UPDATED ON 06/27/2017: I wrote an initial review of American Home Shield on 6/2/17. The complaint was two fold: 1. The non-empathetic customer service agents from AHS. No matter how many times you call them pertaining to the same issue; they never suggest a supervisor getting involved. It appears that this is just standard operational procedure to perpetual repair issues of the clients. This is my 3rd service call for my air conditioning unit.

2. The 2nd issue is the servicing company. Advance Appliance company has been to my home twice on 5/24 and On 5/24 they added Freon and sealant and on 5/30 they blow air through my AC line. Both of which seemed to be temporary attempts or patch work at best. On 6/26 my air went back off. On 6/27 at 9:57 am I contacted Steven, customer service agent for AHS. After I explained the history behind my attempts to have my air conditioner, which is an item covered under my AHS contract, the best he could say was, "So, you need a service call?"

Wow, should I have expected more from an agent representing an agency that I am paying for service? Well, he gave me a service reference number and name to another ac company, Controlled Climate. I can only hope that they will respond to my issue within the contractual 48 hours and all the more important when they respond will my ac finally get REPAIRED OR REPLACED. I'm too hot to be happy.

I used to use another company so I know that in that case, they order a part and wait for several weeks then they come again to fix it. The other company took about a month with that so in that one month I couldn't use my kitchen. However, the kitchen sink and water leakage was a very urgent thing so I didn't want to wait a long time. The guy sent by AHS told me he could go to Home Depot, buy some part and fix it within 30 minutes. I was very surprised but that was the best thing. It's amazing and I'm very thankful for him. I have another property and I'm thinking of changing it to American Home Shield.

I’m not fully happy because it took forever to get the ice maker fixed the first time. The second time they came out to fix the same problem, I had to pay another $75 to get it fixed and they didn’t fix the whole operation. The drawer that goes in the refrigerator was broken and the guy has never done anything and he knew that it was broken. I’m dissatisfied with their performance as far as work is concerned. He just put the drawer back in knowing that it was broken and he said, “That should work” and he pulled the drawer out the next time and it fell out all over the floor. He could care less as long as he got his money. Other than that, they’re a great operation and very helpful.

I asked him if I was going to have to take another vacation day to have it fixed and he said it's not his problem. Mind you that I had to pay 100.00 service call to AHS. I received a call from AHS to inform me that my claim was being denied because Victor said it was maliciously broken. I've had this washer and dryer for six years. I'm not quite sure why I would maliciously break my own knob to spend another hundred dollar service call. I looked up his company on Yelp and the reviews are all horrible not just about the company but also about AHS. I canceled my policy immediately. I called another repairman and he came out on Saturday and the cost is $60. Home Warranty companies are all a bad idea but I believe AHS is the worst. You've been warned.

Updated on 06/13/2017: On June 2nd, my furnace stopped working. I opened a ticket with AHS and they would not work the ticket until Monday as it wasn't an "emergency". Emergency in Chicago means the temperature outside has to meet or exceed 101. I escalated to Executive Relations after customer service kept telling me "No, No, No" to escalate. I had to divulge my wife's medical issues in order to escalate the ticket. The tech that came onsite wasn't able to fix the problem and the other HVAC complained "we're not comfortable" working on my furnace. AHS finally agreed to replace my furnace which was supposed to be replaced today... AHS dropped the ball and didn't verify that the parts were in the warehouse to be picked up and sent the HVAC tech on a wild goose chase to get the furnace. After sitting at the supply warehouse for over an hour, the HVAC owner told his crew to move on that it was taking too long.

I now have to wait until FRIDAY to get my furnace installed and all AHS offered was $150 for a window unit. I HAVE CASEMENT WINDOWS SO A WINDOW UNIT WONT WORK!!!!! This is unfair business practices and illegal for AHS to make me wait until Friday to get my service completed. I now need to contact my attorney to sue for illegal business practices. They DON'T care about their customers. All they care about is collecting their money and holding their customer hostage. Susa, from Executive Relations was great, but I feel that more could and should have been done to get this completed today AS SCHEDULED!

We had an issue with a vendor that came out and did some bad work. They came out several times before they wound up replacing something. But AHS is prompt and it's great service. They have somebody there and they're Johnny-on-the-spot. They're a good company, quick and thorough with a good list of vendors. If it’s a very in-depth repair, just be prepared for more than one call if it’s not fixed correctly. That’s not the fault of American Home Shield but the vendor they send out because only so much is authorized each time.

He came out and looked at it. He turned the motor on to make sure it’s what it was. I said, “How long it’d take you to get one?” He said, “I’ll order one this afternoon and I probably hit it on a Friday so if have it Monday, only thing, if they’re gonna have it Friday, but I won’t be able to put it in 'till Monday or Tuesday and I’ll let you know which day it will be.” He came out here and did it. He laid me a bill here and I wrote him a check for a $100. American Home Shield was reliable because if I have problems, I call them. There’s Johnny on the spot who said, “We’ll take care of it now.” And he did look it up right there. Whenever I said pool, they went straight to the pool and got it.

My husband was home and explained to me that the contractors took out a small heating element, cleaned it with some sandpaper, and put it back in. They were there for less than 10 minutes and the claim was processed and completed in about 24 hours. It was successful. People got back to me right away. They were professional and they came out when they were supposed. Everything went well and we’re satisfied.

There was an issue with us more from a one-year to a two-year and that needed to be cancelled. Once we got that straightened out, the claim process took about two hours in total, including the waiting time before I got somebody on the phone. I thought we were gonna have to drop them, but it got worked out so we were able to retain our contract. We’ve been in the house about a year so this is our first winter and the first time that we’ve been using the heating, but so far, so good. We didn’t have a problem the rest of the winter. Overall, AHS was good and I would recommend them. I'm pleased with the service that we have and it’s scheduled to be renewed for another year on the 15th of the month.

Before that, my water heater was leaking and I called American Home Shield to get an appointment. The rep was very knowledgeable but that process actually took two weeks to be completed. The other part I didn’t like about that was I had a $925 out-of-pocket expense because my house was so old and my water heater was original. It had to be upgraded and a floodstop had to be put in. By the time they finished it, the modification to the pipes and all came out to be $925 out-of-pocket. That was not good. The warranty only covered certain things and the rest was left up to me. I could’ve asked for them to give me the check for the water heater and the labor, and then I could have found someone else to see if they could have done the work cheaper. But then that would have taken another seven days, so I had no choice while I’m leaking in the garage. I had to get it fixed right then.

The contractor wasn’t too bad. They were pretty professional. They explained to me what they had to do and the price quoted. They told me I had to pay $925 before they started work. Then they came in, took the old one out and did the modifications. However, they gave me a bigger tank. The pressure inside of the kitchen is not what it used to be. I don’t know if that’s coming from the city or have any direct correlation with the water heater. But it seems to be working okay and heats up fine. I just had to set the temperature all the way up on the new heater because for some reason it takes a little while for it to heat up and wouldn’t stay heated for a long period of time. Other than that, it seems to be working okay.

The only thing I didn’t like is for the City of Killeen, I had to get an inspector to come and inspect it. That was entailing the contractor to pull the permit. But when he pulled the permit, he did it around 3 o’clock the day he installed it and he said the inspector was gonna come out. So, I was waiting around for the inspector, who never showed. I thought they were gonna call and say they're coming the next day at a certain time but when I came home the next day, there was a sticker that said they came, I wasn't there and that I needed to pass something.

That was a Friday and I had to go down to the city to get the inspectors to come out the following Monday. They said that if the permit was pulled at 9, they would come out the same day. But if it was after 3, the contractors were supposed to leave my contact information so the inspectors can set it up. But none of that was explained to me. So, I had to go track them down to come out and inspect my house.

For the most part they have been very helpful and reliable. The only issues I have with them is local versus out-of-town repairmen. I live in Killeen but the people that they usually send live in Waco. That’s an hour away from where I live and I was wondering why is it that they don’t look at our zip code and figure that people in Killeen may be able to get a request in faster and they’d be able to come out. I could understand if Killeen is booked and we go to Waco and get the next best person. Or give us the opportunity if the person out of Waco can’t come in till two or three days, and I have an AC problem and it’s hot, why can't I switch to see if somebody in Killeen could come out earlier or find me somebody that can do it. That’s the only thing I don’t like about that because they say this is policy and they can’t change it. We go with who they pick.

At one time, I had a garage problem and I had to tell them not to send somebody from Waco. Their garage company is right in my neighborhood. So, I told them to get me a local garage company if I ever have a garage problem. Sometimes I make those requests. Other than that, I haven't had that many issues with them and I'm very pleased with the warranty. I’ve also had some good experiences where people will come out on time and get my stuff working. I wouldn’t have to wait too long.

Also, we had a guy come out to work on our kitchen faucet and he just tightened it up. But it needed to be replaced because it wasn't flowing what we thought should be a sufficient amount of water pushing through it. I did the repair myself and to this day, I have half the water pressure that should be coming out. It takes about a minute and 33 seconds to a minute and 37 seconds to run the water through my kitchen sink. I'm not happy.

Lastly, American Home Shield dropped the ball on my refrigerator. I was told there was nothing that they could do. It took them four months to not fix my refrigerator and finally Whirlpool stepped up and they said because it's covered under the sealed unit, my refrigerator was fixed via Whirlpool as opposed to American Home Shield. I'm paying $75 a month for American Home Shield warranty services on my home, and so far they haven't fixed everything that they were supposed to. We had everything fixed by going through the manufacturers. We're looking at cancelling American Home Shield and going with another service.

I like that AHS stops to ask me quickly all through text and also sends some email telling me who the contractor is going to be. Today, I’ve been told the contractor is coming out to fix my air conditioner. The contractor texted me and asked what the problem is so that they can be prepared for it when they come. And they usually accommodate me in the late afternoon.

8 days later they approved their contractor to compete the job. 4 days after that they confirmed they ordered the part. They stated it takes 3 to 5 business days to get the part. Upon arrival they will call to set up a install time but warned it could take several weeks due to the "busy season". It's now June 1 2017. The part was ordered 6 days ago. We still have no A/C and no idea where things stand. I estimate I've spent approximately 30 hours on the phone with AHS. The management/ leadership has compartmentalized decision makers making it impossible to escalate a complaint or repair. Each call requires you to start from the beginning. Not to mention the "authorization department" is terrible at documenting. I was ever advised by one person on the authorizations team that I would be better off just getting the repair done and paying for it myself.

I was told the wrong vendor was there and they were not authorized, and I would have to wait until another day because I contacted the vendor on my own. (I contacted no one on my own.) I communicated this several times and 2 of the 3 customer service reps were very short and did not listen to my situation, instead kept repeating information that was obvious to the situation. I asked to speak to a supervisor and was told that they couldn't help me. Was not impressed with the service and my $75 fee turned into $330 because parts were only covered at 15% and I had to pick up the rest, which I was ok with. What I wasn't was not getting the answers I needed or the service I would expect from an organization like this and having to take additional time off. I felt like I was being rushed off the phone.

The recent claim was about my air conditioner. It wouldn’t come on so I called AHS and they had someone call me within a day. It took two days for my air condition unit problem to be solved. My air condition unit is on the roof so the technician had to go on the back porch and would need an 8-foot ladder to get up to the top. The first technician that came didn't have a ladder so he promised that he'll send somebody with a ladder the next day. The second technician came with a ladder the next day so he went up there and solved the problem. After that, the unit performed great and working normally. I’m satisfied. They did their job and I will continue being a customer. I definitely will recommend them.

I called up American Home Shield and they said they can't change to another supplier. I can't change to another supplier once I was assigned to that person. I was gonna have to deal with it whatever that turns up. I'm not used to that. I normally get a change when I want to ask for one. In the past with American Home Shield, I've changed the supplier and there's no problem with it. Maybe they changed their policy to not allow that, and I didn't like that.

After discussing that with them and telling them how I dislike that, I hung up, and I called the plumbing company back up again. This time, they answered. They told me that the guy was coming at such time, and I said "Okay." The plumbing guy came out and he did an excellent job of fixing things quickly and efficiently. He's a good plumber and everything was perfect with him. The plumber didn't know about what the companies put out, and that was it. He left and I haven't heard anything since.

The only flaw was the air conditioning system which kinda bites. Our system was a $25,000 brand new set, but then the computer board went out. American Home Shield assigned a company to us but cancelled it the next day and I had no idea why. I called back and the rep said she would reschedule it but I never heard from them. When I called the company, they said it has been cancelled and was never reinstated. Then, we checked the policy. Our home has phase two air conditioning systems and they never explained that it's not covered when we took the files to be updated. They didn't give us any answers. They just said it's not covered. That was our major flaw with them. We would want that covered, especially in Texas. Other than that issue, American Home Shield is fairly decent.

Original Review: June 1, 2017

Short and simple they offer you a "Warranty" they hope you never use. Should you have to use it, they delay repairs and never follow up. The contractors they do send out do a "garbage" repair, just put a band-aid on it, and let it limp along. Short version is this: AC died before warranty expired. Paid a "tech" a $75 service fee to get an estimate instead of troubleshooting. The tech's first words were, "I hope you don't think they are going to replace your AC" eyeballed my unit and said, "Yup it's leaking coolant, it's too old, oh it was never installed correctly."

I live in Florida, AC is a must have in the summer. So for 2 weeks I went without while waiting for the tech to submit their troubleshooting repair. Only when I threatened legal action did a manager ever send a second tech who decided he was nice enough to put in a few pounds of free coolant. This lasted about 5 hours. AHS called the repair good (despite no leak being fixed) and instead of fighting with them over the phone I just paid for a whole new unit. If you are offered to buy a warranty for anyone or even asked to buy a warranty DO NOT DO IT. They don't honor the terms of the contract and do as little as possible. This company is a scam, they've been sued once for it. I can't wait for the next class action suit.

AHS wouldn't respond for hours when my sump pump went out one night and then when I called a plumber myself, they simply said no coverage. When my water heater started leaking, they claimed it was installed incorrectly when it was originally installed 18 years ago, 15 years before I bought the house, even though the plumber said it had reached the end of its service life. No coverage. When the pipe leading to the outside faucet sprung a leak, they said it was because of freezing and that was an exclusion. The plumber rolled his eyes and shook his head. No coverage. I asked him how much it would cost to repair and he said $285. I talked to AHS and they were more than happy to cancel my $55 per month charge rather than pay the $285 (Really $210 after my $75 fee).

I went to the Better Business Bureau site and saw they had a B rating (Why I didn't check this before, I don't know). I called the top rated company. They charged less per month, had a lower per visit fee, and allowed me to call any licensed contractor I want. They also had a solid 5-star rating on this site (AHS was 3.5). I signed up with them and cancelled my AHS account. They charged me $60+ to cancel, another $60 for the plumber who came (their cost) then tried to get me to pay a service fee from January that I already paid. I'm expecting them to bill me for the $75 fee for the visit today.

The previous company I had always made me feel like they were trying to solve my problem. I didn't always agree with their solutions (repairing a 30+ year old furnace one part at a time) but I never got the feeling they were looking for a way to get out of a claim. AHS left me with the feeling that they are simply looking for an exclusion, a technicality, an excuse first for every claim and are really just in the business of collecting money.

Second attempt to use AHS was to repair a leaky pipe located in the ceiling. They promptly serviced request, but left debris and a coat of grime on everything in the room, paid extra money to the vendor to have the pipe next to it replaced as well, only to find a leak in the same spot six month later. Due to repair we had to have the ceiling repainted. We called to report it and was told that there was nothing they could do. So what does that mean? We will be paying again out of pocket to have the issue diagnosed, fixed and have the ceiling repainted again. Wasted money and frustration, what's the point of having a home warranty that doesn't stand by its work.

According to AHS customer support "IT IS NOT OUR JOB TO ENSURE THAT THE AC WORKS JUST THAT WE REPLACE THE UNIT!" How about that! I now have an new AC unit sitting in my backyard. NO AC after 4 weeks. Let me remind you I have young children and an open electrical unit with pipes and cords sticking out of the wall however AHS considers this ticket closed!! As my husband and I are both veterans I am ashamed to say the title American Home Shield. It's not a Shield, it's FRAUD!!!! We have contacted BBB and are calling Attorney Generals Office tomorrow.

Original Review: June 1, 2017

Having an issue with dishwasher for a year. Repair technician sent by AHS gives a repair estimate for nearly a thousand dollars. Plus the dishwasher is now near unusable due to rust, unclean interior, etc. A health hazard. When I try to explain to customer service that it's better for both for us to replace, they just give different excuses. 'If it can be repaired, it will be repaired' on and on in a loop. Technician didn't send us an estimate etc etc. whereas I have the parts and repair receipt. One almost yelling at me 'So what do you want me to do?' CS has gone down the drain in recent months. And looking at recent reviews, it looks like a trend. They are rude, aggressive, unhelpful, no knowledge. Bad communication. Till end of last year, it was a total reverse, almost a pleasure to speak to. Bad management. How does it make sense to repair at almost double the cost of replacement.

The reason I got American Home Shield was my unit was old, and I felt like I was gonna pay for it every time. I understood American Home Shield was gonna keep fixing it as long as there are parts, and that was what was going on. I only would always call Air Supply because of Travis who had fixed the unit every time. The last two times they sent somebody, Travis didn’t work there anymore and that’s where we had our issue. That day that I had called, it was a return because the technician came out here for one second and didn’t fix it. He said there wasn’t anything wrong. As soon as he left, it was the same issue. When I called, she said, “Well, you told us that was a reclaim for the upstairs but really it was the downstairs.” I told her it was my fault and that I was sorry and she told me it's gonna be $75. I told her I'd pay it. I was triggered and also told her I felt like I didn’t have that conversation with her. I got mad at the end and cussed her.

I told American Home Shield that Air Supply wouldn't come and service my AC unit and they were very nice about it and said they were sorry. They directed me to another person with R.E. Graves who was local in my area. Everything was fine and my air conditioning unit upstairs has been fixed but I have no heat. The technician from R.E. Graves had to re-route it. So I'm in the process of getting prices because I can't keep dealing with it. I feel like I had to call about it a lot and it was $75 here, $75 there. Nonetheless, I'm happy with American Home Shield. I've had decent luck with them and that's why I've stayed. When I called, they answered the phone right away and were very helpful. They’ve done pretty good on me and they’ve steered me in the direction where I needed to go to get things done.

Not to mention that I have had to get my ice maker fixed 3 times (still not working), and all they will do is simply place a reorder on my behalf instead of sending a new contractor since the existing one clearly isn't completing the required job. If someone was paying you, wouldn't you want them to receive the best service? Unfortunately I am currently stuck with them, but will be telling my friends, family and anyone who will listen to avoid them and their lack of customer advocacy.

This is insane, that is the contractor's job! They also want me to pay $75 for the service call. I absolutely refuse to do this since they sent me someone who completely wanted to take advantage of me. I am so upset with this company who has the worst customer service I have ever encountered. Do not go with this home warranty company whatever you do!

Original Review: May 31, 2017

Horrible! Our central AC stopped working so we called and submitted a claim. The company never called to schedule repair and when I called I was put on hold for 40 min before I hung up. I called AHS again and they transferred the repair to a different company. The AHS rep told me they would repair it the next morning. Fast forward to the next morning and when no one showed up I called company #2 and I wasn't on any of their schedules. This is not the way to do business.

I've been living in a house for 4 days and counting with no air in the SC heat. I had to get a portable AC to try and keep the inside temp of my house below 90. In the time since the AC stopped working I could've had 10 companies here to fix it! The AHS reps are quick to remind me that they are operating within the "time frame on our contract". Easy for them to say I guess. Long story short, if you don't mind wasting $700 on a warranty and don't mind waiting around for someone shady business (company #1 had a D rating) to roll around and "fix" your problem then sign up for this warranty.

I understand why they want to change the refrigerant. One is that they can’t tell what’s in the system. I know that it’s never been opened up since the last five years, so I’m not really worried about contamination, which is one of the failure modes of the PX2000. I get where they’re going with that, but if that’s the case and if it’s one of the best refrigeration practices, then the refrigerant should be included in the contract. If I do a $1,000 repair and the compressor goes out, then they’re going to replace the refrigerant and change the driers and then charge me $1,000 again for the refrigerant.

They didn’t even entertain any other drop in refrigerants like 422A, which is a cheaper alternative to the original R22. R22 is out of production as of 2020 and manufacturers have already been required to switch over to alternate refrigerants. So during that process, if they were only gonna pay $10 a pound, then I would think that they’d want their service providers to provide the lower cost drop in refrigerants instead of the premium-priced refrigerants that are being obsoleted. Instead of $100 a pound, that’s $40 a pound. They have paid $10 and I’m still stuck to $30 a pound but that’s $300 instead of $1,000.

I had some plenty of work done. I had to work on my garage door opener. That was all tip-top. So the last repair was expecting the customer to pay for the refrigerant. On top of that, I guided the refrigeration tech on diagnosing the unit. They told me I was low on refrigerant and he was going to add three or four pounds, which is $300 or $400. I asked him to call me back when he had the gauges in front of the unit, then I asked him for some industry-standard readings on the machine. Then he decided that the failure mode wasn’t refrigerant. If indeed he added refrigerant and the same failure mode existed, then that would have been an additional $300 if I was an average customer. They would have told me they have to pull the refrigerant out and add new in. So that’s another three pounds I would have paid for. So that brings you up to $1,300 for an apparent repair that was allegedly covered under the warranty.

I wasn’t thrilled with the $1,000 repair and that I pay $600 a year for the insurance. One of the reasons I carry that insurance was for the heat pump and the well. With other stuff that they’ve done, I haven’t had an issue. But with this current repair with the heat pump, they’re not covering anything. The refrigerant is $100 a pound. They’re paying $10 a pound and the refrigerant is being replaced unnecessarily. I’m an EPA and I do technical support over the phone for refrigeration systems, so I'm slightly savvier than the average customer. It cost me a $110 for the valve and it took me an hour and 10 minutes to get the unit running. I might as well not have insurance at that point.

About a month ago, I had a plumbing issue and there’s this thing where they had to be replaced, and this affected me momentarily. I called AHS not long after and within the next day or two, it was repaired and it's working. The contractor was done within half an hour. We only had an issue with the stove. They kept saying the knob of the stoves are not covered. I don’t agree with a lot of stuff that they don’t cover, but that’s their policy, so I take it from there. But as far as the stuff that they come out and do, I have no problem with them. I’m overall satisfied. I personally haven't had any issues, but I know some people that does not like American Home Shield, but maybe they’re dealing with different things.

I have two AC units and one went out in November. American Home Shield came out and found that it was the coils that needed to be replaced and apparently, that was not covered. I knew Freon was 100% covered. I know there’re certain things that aren’t covered. With my luck, this stuff wasn’t covered. Long story short, I ended up paying around $900 out of my pocket for that service. They quoted me for all these spare parts and when the technicians from that company that made the repairs came out, they ended up to my benefit. They said, "Oh, there’s a part on here that they said you were gonna need and you don’t need it." They removed that amount from the $900 and took the part back.

In December I had an issue with the company that came out to fix my washer and as of about a month ago, they still want me to pay $75 for something that I was told from the beginning I would not be charged because it took them three months to fix the dishwasher. Anyway, now my other unit was acting up. Long story short, I ended up paying $300 out of my pocket for them to fix that. Not only am I paying the monthly fee, I’m paying the $75 when they come out and every time they come out, I’ve had to pay out of pocket outside of what is covered. And every time I’ve called and I’ve had an issue or concern, I have been very open and verbal about it to them. So it's not unknown to them. And quite frankly, I don’t know how much longer I will stay with the company.

May 9th AC goes out again, AHS sends same company, this time we request a more experienced technician to diagnose the issue since it went out again so quickly. Same company, different tech comes out and again, says we need more freon. We reiterate that our AC freon was topped off in Oct and then an additional 5lbs of R22 freon added less than a month prior, but we are told it needs more.

Three days later it is out again. Same company comes, says coil is dirty (first we've heard of this) and will need coil cleaned to fully diagnose. We clean inside coils as instructed and tech comes back and you guessed it! It needs freon! We say this is ridiculous, an AC isn't supposed to lose freon at all and tech assures us it could have been because freon was added on a cool day (85 degrees out) and may have required more due to freon levels are less accurately measured in cooler weather. We call AHS back and request a new service company. New company comes and cleans both inside and outside coils, says AC is working perfectly and was freezing up due to dirty coils.

Less than 2 days later, AC is out again! This was May 17th! AHS sends 1st company out again and they say, "We can see now that the inside AC coil is clogged and will need to be replaced." Finally, some answers, right? We go for a week with no AC (in Louisiana) and no answers from AHS on when AC coil will be replaced. AHS says they're waiting on AC service company and service company says they're waiting on AHS to find parts. We decide we do not want original AC company to replace AC as they have dropped the ball numerous times already and we're afraid of the shoddy work they're likely to perform as they haven't been able to swiftly diagnose the problem.

We finally get an estimate on repairs and it's for inside air handler only, as AC coil part cannot be found, even though AC repair company as well as AHS reps report both inside and outside units will need to be replaced as units are obsolete and outside unit will be incompatible with any interior unit it would be replaced with. In between this run-around with AHS, we pay out of pocket for another AC company to come for another opinion. They charge AC and do a leak test and find leaks in both outside coil and inside coil. I report this to AHS. I had already advised we were paying personally for a second opinion as AHS advised we could not request another company for another opinion.

Upon telling them we want to pursue cash in lieu option instead of having repairs completed by their affiliated repair company, I was advised that both units would be included in estimate and calculated in the cash amount offered. We received cash offer today for just over $1000. The estimate to replace entire unit inside and out is just over $5000. AHS reports they will not pay for replacement as AC repair company reported only indoor air handler needed replacement, even though they know both need to be replaced. They said the technicians they sent did not report outside leaks, so I go to the office of the repair company and find out today that they have never performed a leak test!!! Ever! In all of those calls! When asked why, they said AHS has to approve leak testing and they were advised problem was with indoor unit only, so they've never even assessed outdoor unit!

I am flabbergasted by the complete and total incompetence of both AC repair co. and AHS. They are saying we have to pay $420 out of pocket for refrigerant line and drain changes associated with replacement of indoor air handling unit, but they have to be cut when replacing a unit. Our contract says these things are covered when transitioning from unit to unit. I can't get any info on what brand they want to replace with, so how can we even know if there will be drain or refrigerant line modifications aside from just reconnecting lines? It's all a ploy to pay as little as possible by AHS.

The list of issues with AHS goes on and on. I need to replace my AC and have gone around and around with AHS purchasing dept getting different answers every time I call. I think this is on purpose so we will give up and just accept what they offer and get the AC replaced. Today I demanded a leak test be performed and have been promised it will happen tomorrow morning. This issue has not been resolved to date. I am giving a one star review at this time because -0- stars is not an option.

A couple of months later I attempted to use the heater. It would blow hot for a little bit and then blow cold air. I made a claim through AHS and a different company was sent out. This company advised us that our unit had been tampered with. A part had been "pinched off". I was told that this had provided a temporary fix for the ac unit, but was very damaging long term and I would need the part replaced plus more Freon.

I was advised that it would actually be cheaper to replace the unit. The company provided me with a written statement saying this and notified AHS. I was told by AHS that there was no proof that the former company had caused the damage. Furthermore, because the damage was already there when the new company came out AHS refused to cover for any work at all to be done on the unit because it was now considered "pre-existing". A rider was put on my warranty that my ac unit would no longer be covered under the warranty. Needless to say I ended/cancelled my warranty with this company after that.

I have been doing the claims online unless I get assigned to a person that I will not let in my house. The online claim is a lot quicker than having to call in. The only problem is if I get assigned or if I want to request a certain company, then it’s going to take me 30 minutes to get through sometimes. On the other hand, the AHS representatives have always been very nice. I’ve only had one contractor that took advantage of the situation and I will not allow him to do any work. Besides him, everyone else has been good. I've had good service from AHS.

My air conditioner just quit. It was running, but there was nothing coming in the house. So I just cut it completely off because I knew something was wrong and I called American Home Shield at 8 o’clock. The rep was good and because I don't like recordings, it's good when I get to a person. It was nice. Plus, a technician happened to be in this area at the time, and so they sent him over here the same day. I was very appreciative because it gets hot in the house. He was a very nice young man and he replaced the fan motor. Now, my air conditioner is working really better. It gets cooler quicker now.

I’m just very pleased with them so far. I have another company call me, Choice Home Warranty, and they were a lot cheaper but I did some checking on the internet and with people, and everything I got was negative. It sounded really good to me because it was gonna save me lots of money. But when I checked into it, it wasn’t gonna save me anything because they said they don't fix anything. In comparison, I've never had any problem with anybody in American Home Shield. When I had my hot water heater go out, the plumbing guy that they sent was very, very nice. And I've had him again ‘cause I request him if I have a plumbing problem because I know his work and how he’s gonna act. He’s not gonna track mud in my house. He’s just a real nice guy.

The only problem I had was one time with my bathtub faucet. My husband built this house in 1959 and so it’s very old. And the thing that I lift up so the shower comes on broke. They a hard time finding one because it’s so old and I told him that there’s a place right here in Nederland that keeps stuff for old people. They know people have old houses. So, he went down there and got it from them and it was fine. At American Home Shield, they are just great people. I recommend them very highly.

I have recommended American Home Shield to my good friends and relatives. I'm a retired doctor and most of the folks that I know who are doctors have American Home Shield, too. Their rates are also reasonable for what has to be done to the house. I hope that they continue the good work that they have been doing. They’ve got a happy customer here.

Prior to that there was the dishwasher claim. It took like four weeks to fix it because they have to order parts. But eventually it was very well fixed and it has been working so far, so no complaints from that. But every time I call their customer service it's like half an hour at least and if you ever call back for a single claim a couple of times it's annoying.

But if you can do it online or the automated system it's easier. But most of the time you have to call them back for one reason or another so their customer service should be more prompt. And then sometimes they say they will follow up and then it will be weeks before they will follow up on a claim. So they should be more efficient in their callback. Say if they will call back within a day with an issue they should probably keep that rather than the customer calling them like five times to get an answer.

But their reps are usually very professional. Some contractors are really nice. They follow up, they have schedule, they come on time. But with some contractors you just have to call them so many times before they reply to your phone call. So American Home Shield could work on their contractor relationship also because some of the contractors they hire are not really good. So overall, it's been okay but it's not excellent. And if I had a better option, probably next time I will not renew with them.

I've had really good experiences with the technicians. The last one, with the light bulbs, said there was nothing serious. Before that, I had an issue with my washing machine and the mechanic was very prompt. He came on time and he ordered the parts on time. The only issue I had was about one of the lights in the backyard. I complained to AHS and they said that it's something to do with the wiring. Other than that, all my experiences have been good. I have recommended AHS to a lot of friends and always tell them about it.

The contractor was US Air Conditioning and they were wonderful. They were calling the next morning to schedule an appointment for the following day. The service rep dealt with my wife. He identified the problem, called her back on Thursday to confirm that they had the needed part and offered to come by Friday afternoon or anytime over the weekend to install it. We were out of town, so at our request, it was done this morning. He called her cellphone last night, in Memorial Day, to confirm the time that he would be there. AHS delivered as promised and it was a pleasant experience. The problem was taken care of and seeing how it’s about 92 or 93 today, that’s very important.

On the other hand, getting in touch with the contractor who was supposed to come and install the range hood has been a nightmare. I finally got in touch with him after calling American Home Shield twice. They were supposed to come yesterday, but they sent the wrong installers and they told me that it was going to cost me a lot more than I originally thought and I said, “Well, they said it won’t cost me anything because it’s already done. It’s already paid for.” They told me American Home Shield did not contract this. So, I said, that they’ll have to take that up with American Home Shield. They said it might not be until tomorrow that they contacted me. AHS has been fine, I always get the service that I need. The only thing is that their choice of repair people are not making into Angie’s list which is my scaling. But I’ve had them for years so it’s mostly good experience.

I got hold of somebody at American Home Shield and they said, "Well you can pick your own contractor and they can do the work and we will reimburse you." I called somebody else out and they said, "No. You do not have to meet the City of Houston code because you're not in the city of Houston. He fixed it and American Home Shield paid it. American Home Shield is good if you push them hard enough. My most recent claim was on the door opener to the garage. I was not happy with that one. We had a surge in December and it blew the circuit board. We called somebody out through American Home Shield. The tech said it was an electrical problem and American Home Shield said they don't cover electrical problems.

I also have a current claim in progress on a pool heater. It's been unresolved for a little over a week since we're waiting on a part. The actual process of placing a claim was fine, but when the online form didn't give me the ability to give any description, I had to call back later over the phone to give them more details. The reps were professional. Overall, it's pretty easy and the techs have always been very good, except for that one time. American Home Shield is usually very good, but recently problematic.

On 5/26 in the afternoon the repair man showed up, not professional and upfront said that he does not take credit cards or out of states checks. We were also quoted that we will need to pay upfront for 17 lbs of freon. I called the service center at AHS and was told we will have to wait for the contractor's parts request. My main concern is all the time we are using AHS, we encounter unprepared, unprofessional one man companies who have no customer service. And I am now looking at a 90+ degree holiday weekend.

My mom was told by Bencraft that the earliest they can do anything will be Tuesday of next week or later. Their house is 95 degrees! We've called many times trying to get someone to help them because they are elderly and have many health issues and can't live in a house that hot. They also live on a fixed income from month to month and can't afford to stay in a hotel.

We're very dissatisfied with this company. They certainly don't hesitate to take my parents monthly premium out each month and they also had to give $125 upfront for someone to even come out but now no one seems to be in any hurry to fix their A/C. Please be very cautious when choosing a home warranty company because at the end of the day they only care about getting their money and not helping their customers in need.

On the other hand, about two years ago, the plumber from Hers and His Plumbing put a hole on my new house and then he talked about how to dig up my yard to fix it. That was a very bad experience with American Home Shield because even trying to complain was difficult. The plumbing company is not allowed in my house anymore and AHS needs to get rid of them. More and more contractors have no clue what they’re doing and people would never allow them in their house. I managed to fill the hole and the problem was resolved. Also, AHS needs to hire plumbers locally. The last time there was an issue, they had somebody coming from 40 miles away that nobody's ever heard of and our town has a lot of plumbers. AHS cannot handle that part of my contract well enough. It bugs me that warranty services contract with people that are never heard of and we're trusting them to come into our house.

There was also a claim for my AC when the air conditioning people told me that my AC is older, so it leaks freon. I had to wait until it leaks 80 pounds before the warranty service will kick in. That’s disturbing on a lot of levels. It's disturbing from an environmental standpoint and it's disturbing that it has to get to that point which means that I will spend $100 over when they had to put the freon in so if they have to do it again, I can count on the $75 plus the $100. They only put so much freon in and then I have to pay the remainder. Also, until the AC unit gets so bad that the unit has to be replaced. In addition, AHS doesn't do flooding and stuff.

I'd still recommend AHS. During the first year I had AHS, they put in a motherboard in the AC which in itself paid for my yearly warranty service payments so I can see it's cost-effective, that's why I stayed with them. In addition, my mother bought a house which was with another warranty company that's absolutely terrible. She had been with American Home Shield in the older house and so she’s coming back. The warranty service itself isn’t a bad idea but sometimes they’ll give you the cheapest repair or cheapest material possible so I’m always looking for that.

I told them (AHS sent servicing company) there was some other company did a dye test and a part issue was identified in the attic blah blah. They didn't care and took their 2 rounds (each round a week apart) of checking, decided part's gone bad and now waiting for the part to arrive. The lady over the phone was rude and their charges are much higher (customer side co-pay) than other local companies. I can't go to someone else and waste more time so have to deal with it. My current status - still waiting and it's not going to be fixed during this week since it's a long weekend. Hours on the phone, back and forth. Never had such an experience with ANY other company.

American Home Shield was the one who sent out the electrician at like an after-hour emergency because there was water involved with the electricity. He came out right away and cleared everything. And he was really nice and professional and did what he needed to do. Everything's fixed so I have no concerns at this time. I really liked that option of when they couldn't find a contractor for me, they allowed me to search and find my own. That worked out very well. I've been with them 3 years and I never had any issues.

When I filed a claim last February, I asked AHS not to use the guys they sent for my washer and dryer. The gentleman that came out was not a regular in the area. I gave him several items on his list for him to do and he did it but two months later, the garbage disposal that he said he fixed was broken and we had to put a bucket under there because water was just draining. It had a bad leak and it wasn’t leaking anymore when the first guy was there.

I wasn’t able to use my kitchen for a few days because I found out on a Friday and I didn’t call American Home Shield because I thought they were closed on Saturdays and so I waited to call them on Monday. So I called them on Monday and then they sent the guy on Wednesday. But when he came out, he only had two things. The leaky faucet upstairs and something else but he didn’t have the garbage disposal on his list. Because he didn’t have it on his work order, he wasn’t able to do anything. So I had to call American Home Shield back and said, “What happened? That was my priority item. That was something that I really needed to take care of. How come it didn’t make it on their list?”

The girl that answered the phone was quite rude and I asked to speak to her supervisor. She said he’s not available. She said she can’t do anything. She would have to issue a new order. And with that new order, because it's past the recall period, I have to pay $75. So I agreed and told her that the technician is here. I need this taken care of because I don’t want it to continue to leak and I want to be able to use my kitchen so I went ahead and wrote him a check. The guy came back and in did his work and he’s done. I asked about the pipe downstairs and he said I need to call in another order.

So I had to place another call and they were going to charge me another $75 to come back out. I was furious at that time so I called American Home Shield back and luckily, I explained to another person, Ross, and I explained to Ross that I don’t feel like I should be charged because I was just charged yesterday. So he said, “Okay, we’ll waive that.” So when they came out for the faucet, I wasn’t able to be there. My husband was. They cut a hole in the wall and cut a hole in the ceiling.

They reported to American Home Shield that they didn’t see any leak. All he did is he went and flushed the toilet and that’s it. He wrote in his report that he flushed the toilet, that he filled the water, and the tub and he didn’t see any leak. My husband said, that that’s not true. He said that he flushed the toilet, he looked at our things, there’s no leak, and that was it. He said he’s going to report whatever his findings are to American Home Shield. He didn’t even recommend for us to caulk the bathtub. He didn’t even address the molds and water damage.

So I called American Home Shield back. Fortunately, Jaqueline, the person that I got was very nice and she understands so she was able to get a recall for the technician. She read his comments that it wasn’t leaking and wanted to know whether that was accurate and I told her, that it wasn’t. So she reached out to the company that came out the day before and she asked them to come back to take a look at it again. That was a good experience with her. She was really sweet and I hope the next time I call American Home Shield, I hope I get her.

It’s not American Home Shield’s fault. They’re the ones that send the service people. I wouldn’t fault them because the trade people that they send should be experts in it, but it’s taking those experts such a long time to resolve our claims. It felt like it was a comedy, lots of back and forth. So a small item that I reported back in February could have been resolved but wasn’t and it turned into a bigger item because now we have mold that’s growing and then my furniture, my carpet, my area rug, everything is damaged. Since AHS does not cover mold, the insurance adjuster is coming on Monday to take a look at it and it's going to cost me so much more. But I'm still in good spirits.

They say they will call you back and never do. The service man condemned all 3 units but they are telling us differently so they don't pay us. They want to pay us up to $600.00 for $20,000 worth of labor and equipment. They state that the other 2 units just needs to be filled up with Freon at $100 a pound when we have major leaks in all 3 units. I wish I read all these negative reviews on a company which is a complete scam. They don't even deserve one star. Do yourself a favor and don't use this company. There are other reputable companies to choose from.

I have never been treated so badly by any company and no one cares. My husband and I are both seniors on a limited budget and that's why I took out this warranty. I am now living in 100 degree temps with no sign of relief in sight. My blood pressure is getting higher and higher over this aggravation and I am going to instruct my son to sue this company when I have a heart attack or stroke from the heat. Just trying to speak to them on the phone is causing me horrible stress and I have been having chest pains. I want to call all the TV stations and report the horrible service I have been getting. No company that treats their customers this way should be allowed to stay in business.

So every time I have to order service, I have to call through, go through things, talk to a person, explain it to them, they have to look it up, and then they take my order and do the referral. Otherwise, I’ve been using them quite often lately and they send somebody out, they’re prompt. They get that done. That’s the only hiccup, I can’t call and do online.

I tried to go online but I had to call American Home Shield when I filed a claim for my plumbing recently. The rep said, “Oh well, it was incorrectly submitted. Let me go ahead and submit it correctly.” I keep hearing the same thing. But once I put the call in, I get the referral, the person calls me or I call them and they come out. The service is good. I don’t have a problem with the vendors that I get. They’re professional and I don’t have any complaints. Everything else is great.

I asked if they could cancel the company they dispatched because they didn’t seem to have any parts available. They said that once I had that company, I had to stay with that company and they refused to give me another company. So, I was held hostage by them. I called the company and it was up to them to do something about it. Even in the winter, when I called AHS and complained, I really had to fight for them to cover affordable space heater. I have a full house so, if it’s blowing on you, you might be warmed up a little but everything is completely cold and I got even sicker. I haven't been really happy this year. I've had the warranty for probably 16 years and it seems like everything takes longer. I’m really thinking about having some other kind of service because it just takes too long.

They need to stop forcing me to take a company. They tried to give me that same company that I had a problem with in the winter and this time I absolutely declined. It wasn’t that the people weren’t nice, but nice is not why I signed up. I signed up to get something fixed. It said on their TV commercial that they could be there in 24 hours but I’m not paying the company that’s on TV that’s ready to come out if I have an emergency. I thought having AHS would make it more convenient, but it's not. I'm locked in and I still pay $75 to come out. Before, things like parts could definitely be available. Some of the same contractors have come to my home before but now, nobody has parts and they don’t seem to really care. I have to fight with them to do anything above and beyond. I say the things to five to seven people on the phone and it doesn’t help me expedite anything.

After being on hold for half an hour, they determined it wasn't in our plan because it's not part of the refrigerator. We have every appliance known to man in our plan and pay $2,000 a year for this warranty. Last year it took weeks to get a guy to return to service a heater. We had to call repeatedly to get him here. Life is short. If you have lots of extra time, and enjoy sitting on hold endlessly, repairmen that don't come equipped or repairmen that don't return once you've paid the $75 visit fee, this is the plan for you!

A pretty upset me, called AHS and told them this was unacceptable. I continued to be as polite as possible and asked that they find another company to help us. They were able to oblige and I had someone out the next Monday instead. Well they can't find the parts for the stove anymore, so they asked that I call in to give dimensions of the stove to get a replacement. When I called to give them the dimensions, I get, quite possibly, the worst customer service agent in the world!!! He couldn't tell me any information on what I needed to do, who I needed to call, what the average time frame for a replacement would be, NO HELPFUL INFORMATION!!! OK fine so I have to call and talk to a different person, because apparently you only need a 3rd grade education to work there.

Long story short, I called to start this on April 29th, it is now the 24th and I have no approximate date on a replacement, the people are giving me the runaround and we are forced to eat out every day, throwing my special needs daughter off of her normal schedule, which includes the foods that she can eat which are scheduled weekly because of her disability, due to an inability of the company to provide information beyond "Your stove is broken". This is our first home purchase and I very likely could have fixed all of this myself and saved myself the hassle of a nonsense home warranty that doesn't seem to be worth its weight in caca. Save the money and buy the item yourself, or look on Craigslist. I can guarantee that you will receive better results if you hired an intolerable drunken monkey to deal with the issues than dealing with people who apparently don't know what they are doing or understand the contract that they are selling.

I recently got an email stating that our account was delinquent because we had a past due bill for the service fee. I never even realized we had a bill. I called and spoke to two different individuals, asking them to waive the service fee because the contractor they sent out did not do anything except quote us a ridiculously high amount of work that AHS would not cover. We already paid out of pocket to fix the problem with a different contractor and did not want to pay an additional service fee for nothing. AHS refused to waive the fee for us. We will have to second guess ourselves before putting in any additional work orders in case this would happen to us again, and we will definitely not be renewing at the end of our contract.

I had to call a local company that charges me $128 to service my unit. I called my daughter. I said that I cannot believe American Home Shield is doing this to me. So she says to call them again. So I call again and I asked the girl, "What do I have insured with you?" So she reads it out and she used the word, "You have a heat pump." I did not know it's another word for central heat and air.

I said, "After five phone calls to American Home Shield, finally someone recognizes that what the guy wrote on my insurance there at the office was heat pump." It is true. He said a five-ton Carrier unit and on the outside of the unit, it says heat pump. So I've had American Home Shield for years and that's what happens. Eventually, I got it together with my daughter's insistence. I had to wait for three days for American Home Shield to locate a guy that was on their list to come to my house. The technician was a fine, young man - courteous and he knew what he was doing. He handled the problem the best he could. The repair was done fine.

But I need to know exactly what items are covered and I'll have to keep a record for myself just because they said they're gonna send some paperwork but to this day I have yet to receive any paperwork. Another thing, American Home Shield does not itemize if they send you a paperwork. They're taking my money and they say, "Oh, yes. Yes." And in dealing with the air conditioner or the heat pump the rep I talked to also said the refrigerator is not covered. The things in the kitchen are not covered. So for the moment right now, I don't know what I'm covered. But I'm satisfied with them.

It took a supervisor over 3 weeks to call me, and this is after I called at least 3 times requesting to speak with one. One time they sent 3 different contractors (over the course of a month!!) to try and fix a value replacement in the shower, not one company could make the repair. I was so fed up, I had to go outside of my insurance to get the issue resolved. And the plumbing company I called was able to fix the problem right there on the spot in 20 mins. and even when they send you useless contractors that cannot fix simple issues, they still expect you to pay the service fee regardless. Disgraceful!

Updated on 08/03/2017: It never ends with American Home Shield. One problem after another. But this one really is just wrong. AC was not working correctly, so I called AHS. First they linked me to a contractor that did not service my area, a day wasted. A second contractor was then ordered to make repairs, now 4 days wasted. This company was very busy and do not show up on their first scheduled and confirmed appointment, no apology either. They lied to me the entire day every time I called to see where the technician was.

When their technician finally did show up 3 days later, he did not know what was wrong, was not his area of expertise or something. This guy did not even want to check the actual condenser on the roof (and I did ask if he wanted to), not his thing apparently. He said someone else from the company would need to come out. Well no one else came, or called me back. AHS just decided to throw the job at yet another contractor. My tenant had now been without AC for over 10 days or more in 90 heat waves. I was so upset that I called the original company that did the AC install, and they came out the next morning and fixed the issue ON THE ROOF in about 45 minutes.

I called AHS, and kindly asked since they were unable to provide me with a competent repair company that could fix a simple issue, in a timely manner would they so please just reimburse me for the cost of the repair that I paid that resolved this problem... I just received their "denied" letter. Oh and they still expect me to pay the contractor they sent that did not have a clue what he was doing. How is this scam of a company in business? It's disgusting!

Original Review: May 23, 2017

Our water heater blew out last week and we contacted AHS and filed a claim. It took three days to get a Tech to come out and say "Yep we need to replace the water heater" and then he left. Later that day AHS called me and said that they'd ordered a new heater but would only install it IF we accepted nearly $700 in code upgrade fees.

We then contacted another local plumber to do the repair only to find out that we were already up to code and no code upgrades were required. I elected to have the local plumber replace my water heater and went the "buy out" route with AHS. AHS says they'll send me a check for a "well below market value" price which they stated was "THEIR CONTRACTOR NEGOTIATED PRICE, NOT MARKET VALUE". Be wary of CODE UPGRADES before install. In my case, it was 100% bogus and a complete scam attempt.

The kicker though is that I am not allowed to use any other company unless I choose to cash out at the insultingly low amount of $450 because I need to use their "reputable" company, which nobody online agrees is reputable. No other company will take only $450 to replace a doesn't burn my house down or give me carbon monoxide poisoning. Monica ** is my customer service furnace. So I can either pay $1000 out of pocket for modifications I don't need, or hope that my furnace representative and she was extremely unhelpful and insulting. AHS should be on the side of their customers, not scamming their customers with their "reputable service providers". Choose a different home warranty company unless you want to be scammed by AHS!