American Home Shield Reviews

They called and told me when they would be out and the parameters that they have to follow with American Home Shield. Then they got out there and explained what the issues were. They happened to have a part that would fix the problem and they fixed everything on the same day. They were very communicative and professional. They were very good with diagnostics and so far, the refrigerator is functioning the way it should. I've been really happy with American Home Shield and that's why I still have them for over five years.

I have recommended AHS to friends. I added my daughters’ houses on them. The only downfall is whether you make a claim or not, when you go to renew at the end of the year, they jack the rate up. I had three houses with them, and now, I dropped down to my two primary houses because the price went from 700 and something dollars the first year, and the next year, it went to over 1,000.

Recently, the roller on the garage door had popped out, and I put it back so I could close the garage. Then I made a claim to American Home Shield for their contractor to come out and secure the garage door and the roller. When you have a claim with American Home Shield, they make you put a deposit paid on first, then they send a repair person out. But it doesn't give you an option to schedule the time for your repair person. The repair person called me and asked when would be a good time, instead of me saying that at the time when I was paying the deposit.

He came out and said I put it back the correct way, but to me, it wasn't. Even if I didn't put the roller back, he was telling my wife that they don't do that. They only come to put the screws back and do minor things. Then he was pointing out different issues with the garage door and was trying to sell us a new garage door. The garage had probably been built in the last five to six years, ‘cause it has a new roof. There is a little ding on the garage door at the bottom, but overall, it looked like a regular garage door. He told my wife it was a barn style garage door, but it can't be. He also told my wife that we had the lowest package from American Home Shield for the garage part but from when they called, they said I had the highest package for American Home Shield. I feel that I paid $125 for no reason. I'm probably not gonna use the service again, and I don't know if I will re-up again next year in March.

However, when contacting reps, you're dealing with people in a foreign country who barely speak English and are very hard to understand, most of them. But for what it is, they were okay. I was told this is what was going to happen, that I would be getting a call from the vendor within 24 to 48 hours.

There was a little bit of miscommunication when it came down to the contractor, the actual time they were going to show up, because they showed up before the time that I thought they were coming.

The only complaint I had was that it would have been nice to get a phone call or a text message prior to them arriving. I ended up having to leave work to go do that, because they showed up right at 8 o'clock.

Normally, when they say, “A window between 8:00 and 12:00,” it could be any time in there. So, I assumed I would get a phone call. And it just said, “We're here. And no one's here.” I said, “I'll be there in five minutes.” That was the only complaint I had with the communication with them at that point.

This is where it starts going south. The tech came there. He looked at the unit. He said, “This is not worth our time fixing.” He said, “Whatever we do, this isn't going to fix it. I recommend that they replace it.” He said, “I don't know what American Home Shield is going to require us to do but these are not worth fixing.” He said we just need to get a replacement.

He said, “I'm gonna recommend to them that we do a replacement,” He said, “’cause this could be the evaporator. It could be the compressor. It could be the dryer. It could be a multitude of things.” And there was no way to know what it was going to be. American Home Shield was garbage after that. It turned into a nightmare, one of the worst consumer issues I've ever had when it came down to them. I've been a customer of theirs, off and on, for years. I'm extremely disappointed with the transaction from that point on.

I got a call stating that they were going to be sending this guy out and that he would be scheduled to come back and do a repair. I said, “I'm a little confused because he said that he was reporting request for replacement, not worth fixing.” They said, “We've elected to attempt to repair.” That was the term that this person used. I said, “My concern is they said it's not repairable or not worth repairing.” They said, “We believe it is, and so that's what we're going to do.” That was my interaction from there. And everything went to hell in a handbasket from that point forward.

The downfall was that the guy showed up again, called me, saying, “I got the parts ordered.” I said, “I thought you said this was gonna be a replacement.” He said, “We recommended that. They told us that they disagreed, that they wanted to try to fix it first. So, we've ordered the parts. We'll be back out.” He said he’d have the parts by Friday or Saturday. He’d come that Monday.

Now we've had food rotting in our refrigerator for weeks, trying to get this process fixed. Can't get ice. Nothing's working. It's just been a crap show up to that point. For three weeks now, we've been trying to get this thing fixed since the time we reported it.

The guy showed up again. He said, “I'm gonna do this. But it's probably not gonna make a difference.” Then he said, “If it doesn't, I am gonna push again and tell them to replace.” I said, “Okay.”

I said, “I'm a little frustrated. Our food just keeps rotting. It's only good for a day or two in the refrigerator ‘cause it's not staying cold.” He said, “Normally, we just tell them to replace. Then they’ll send you a check. Go to Lowe's, get a replacement. And they work with you to get a discount.” He was really clear on what it was.

He went in there, did this, broke some stuff. I know it was accidental, but he broke something that was my wife's that was on the shelf when he was doing some stuff, and shattered the glass. He said, “Oh, I'm so sorry. We'll replace it.” I said, “You can't really replace. It’s something that was bought overseas. I don't think it can be replaced.” It was just one thing after another.

We then went from there. He said, “Yeah.” He said, "I got this done.” He said I’d know within 24 hours if the fix worked. He said, “I guarantee you it won't, but I did what they told me I had to do.” He said if it didn’t, to just call them and let them know. So, I did. It was 72 hours later. We tried to do everything we could to get it to work. It still didn't work.

I called their office. There was no one there, so I went back online and contacted them, reporting that this thing is still not working. AHS said, “We'll go ahead and move to consider replacement.” Then, from that point on, the pile of crap got deeper and deeper. It came down to this. I got told, “We're gonna send you an email that's gonna say what we're gonna do for replacement. It'll give you a choice to take a payment or get a gift card to go to Lowe's and get your replacement.” No information was given to me about what that amount was. Nothing was told to me, other than that I would get an email and look for that email. I said, “Okay.”

I looked for the email. I found the email. The email is just basically entrapment. There is no legal definition other than entrapment of what it is. It did not tell me the amount of money that I was getting. It did not say that if I click on this, or if I choose this option. There was no information. It was very vague. Just “These are your options.”

I clicked on it to try to get the dollar amount that I was gonna get, so I could run over to Lowe's, get something ordered, whatever the case may be. All of a sudden, it said, “Congratulations on your choice. You'll be contacted with more information shortly.” I was like, “I didn't choose anything. I'm just trying to get information.”

It said at the bottom, “If you have any questions, please call this number.” I called this number on there, sat on hold for an hour, finally got a person on the line who said, “Your case is closed.” I said, “My case is closed? I don't even know what I'm getting. You've provided nothing.” He said, “The email, you selected your choice to get a gift card.”

I said I didn't select anything. I was looking for information. It didn’t state anywhere on there that I was selecting anything. It didn’t state that by clicking this, I agree to this. There's no legal terminology on there, other than if I have questions, call this number, which I'm calling. I just clicked on this to get more information. It said I completed my transaction. I didn't complete anything.

The rep said, “Sorry, but once you click that, we can't undo it. You've already made your decision.” I said, “How can I make a decision when I don't even know what I'm getting?” He said, “You're getting $755.” I said, “What are you talking about?” The rep said, “That's what you elected, so you're getting a gift card for $755.”

I said, “It's a $3,899 refrigerator to replace. It is not a cheap, garbage Chinese knockoff refrigerator. It is, after tax, a $4,000 refrigerator.” The rep said I didn’t get that. My limit was $2,000. I said, “Well, that's pretty crappy, because that's the first time I've ever had it.” I have their Gold plan versus their Platinum plan. So, that was disappointing. But at least with $2,000, I could replace it with a fairly decent refrigerator.

I said, “Then give me my $2,000.” The rep said, “Oh, well, we can't do that. Because your aggregate limit is $2,000 and your repairs were $1,245.” I said, “What are you talking about?” The rep said that when I elected to have the guy come out and try a repair, “We take that amount out of your payout.”

I said, “I didn't elect anything.” First of all, they did not listen to him. I have it in writing in a text where he told me that he was recommending a replacement. They sent him back out. He told me when he showed up at the house, he didn't know I was there because it wasn't gonna work anyway. And now they were telling me that they were gonna cheat me out of my $2,000, which, again, doesn't cover it, but at least it's something.

The rep said, “That's just what your policy is, so there's nothing we can do.” I said, “Then I wanna talk to a supervisor.” There was no supervisor. They couldn’t transfer me to a supervisor. I said, “That's garbage. You know you're in a call center. Everybody has a supervisor. Get me, somebody.” The rep said, “I'll have them call you back in 24 to 48 hours.” I said, “I wanna talk to somebody now.” The rep said no. That it was not possible. They said they were sorry if I didn't like the solution, but I shouldn't have selected the decision to elect a gift card, the rep said.

As of last night, Wednesday, 11 people later, I finally, after a week and a half, received a call from the supervisor who was supposed to call me back in 24 to 48 hours. Every one of them changed their story. Every one of them had a different lie that they were telling me.

I had a choice at the beginning, as one of them told me, to elect just replacement or repair, and I elected repair, which is not what I told them. But I was never given that option. I said, “Just replace it. I just want our thing working.” The rep said, “We can get a repair technician out there, and they'll be able to fix it.” I said, “I don't care what you do. I just need it working.” That was not an option. They never gave me a choice.

They told me another lie that said, “We have a record that never once did he tell us that he recommended replacement.” I said, “It's funny because he verbally told me on two different occasions, and I have a text message in writing that says that that is what he had recommended and was recommending and had recommended.” But they said that was not what he told us. I would give them a negative 10. They're the worst company I’ve ever dealt with. I would tell my friends and family not to do business with them.

I am filing a claim with the Better Business Bureau, which does nothing but at least lets people know. I am also filing a claim with the Attorney General's office in our state to have them investigate fraud, because they entrapped me by giving me a contract, which is what they're telling me it was, to agree to something that did not provide the amount of money, the terms or agreement, and that by clicking here, I am agreeing to something. That is blatant entrapment and blatant fraud. They put me in a situation where I had no choice until after I clicked on something. That is the perpetuation of blatant fraud. And when I called them on that and asked them, they were telling me, “No.”

When you have an ongoing issue and it's not fixed, American Home Shield wants to have a new person come out and pay $125 for them to evaluate something that's already been done. They bury the hole and everything's completed, and then a new plumber is going to come out. Why pay $125 for another guy? It's just ridiculous. They were also saying it's ridiculous for them to be out there. I showed them videos, and still, it's not rectified.

Recently, I had a mini split air conditioner go bad in my house. I called American Home Shield to get it repaired, and they sent out a technician who diagnosed the issue. He did some diagnostics on the machine and found out that it had a bad fan motor in it. He didn't have the part on hand, so he had to order the part and it's still not completely fixed yet. They have to come back to the house and do the install. But so far, everything's been absolutely fine. They came out, found out exactly what the problem was, and told me how to fix it. We're just waiting on the actual fix now. It would have been a lot more expensive to fix the air conditioner if I hadn't had American Home Shield.

My bigger issue is with American Home Shield. When things don’t go according to plan, AHS customer service seems completely unable to help. Every interaction felt like some variation of “I apologize” without any actual ownership, escalation, or resolution. When you’re sitting in a Texas home without AC, you need more than an apology—you need someone who can take action. A home warranty is supposed to provide peace of mind when things break. Instead, this experience left me doing all the follow-up myself while getting little more than scripted responses from customer service. Maybe I just had a bad experience, but based on this situation, I can’t confidently recommend American Home Shield. If you’re shopping for a home warranty company, I’d suggest doing plenty of research and comparing other options before committing.

It's nice to have that monthly payment versus having a one big payment if something goes out. I like the way the service is usually very quick. If we have something that we need to get fixed and we get on there, it's usually very quick. The people come out within a couple of days. That's been very nice. But American Home Shield could improve on the online system, looking for the service and how to set up the visit. It was a pain in the butt.

I like that American Home Shield takes care of my claims. I used to have a different provider, then a friend of mine had American Home Shield. So, I decided to go with them and if I had other friends or family who's thinking of signing up with them, I'd tell them to go for it. American Home Shield also replaced my washer dryer and the stove. They fixed the icemaker, too. And in all those claims, they were very prompt.

If you have an HVAC system, you have to make maintenance on it once a year. If you don't, when you call saying you have a problem, American Home Shield, as with any company, is not going to replace it. It's not like a refrigerator is broke but you never changed the filter on it, and you never did this and that. They're not going to replace it. It has to break down from use, not abuse. The improvement has to come from the consumer and not the company. They send you out emails saying it's time to have your HVAC service. If you want them to schedule it, then they'll do that. Also, if you have a medical situation, for example, your HVAC goes out and you say you have asthma, they will expedite your request, but you have to say that.

The issue that caused the flooding was both of my sump pumps. One was not working at all, and one was intermittently working. When the second one was not working, the waters rose very quickly. We're at the bottom of a hill, so there’s a lot of water flowing down. Once I got my other insurance company that fixes these things, they just replaced both of the sump pumps, and everything started working. It was a quick visit. The tech walked around, took a lot of pictures, asked questions, and was very courteous. Since the sump pumps were replaced, everything's fine now. There's little water in the sump pump pits, and no flooding.

This is not the first time this has happened. In multiple situations, I ended up hiring my own contractor, who completed the work for a fraction of the amount quoted through the AHS network. The final straw was contacting customer service to cancel and receiving a generic response that completely ignored the actual reason for my complaint. In my experience, American Home Shield collected premiums for years but provided little meaningful assistance when expensive repairs were actually needed. I canceled my policy and would not recommend this company.

I asked both of the contractors, a year apart, out of the warranty companies they work with, who they would say was the easiest. They said AHS. When I heard this weeks back, that is what made me decide to stay with them. But no matter what, you can look online, and there are all horror stories. Also, AHS used to cover a lot more, as far as it used to be if something broke and they couldn't fix it, they replaced it. Now, they just give you a dollar amount. We spent a little over $3,000 for my refrigerator. And if it goes out, AHS will not pay me half of that. That's what I read on the contract. It’s like an insurance policy. Every time contractors come out, you pay x amount but AHS doesn't cover to the extent of what they used to cover.

I never received anything that told me what was fixed or what was wrong. Something needs to be in writing. The tech never followed up and said he was coming back out to replace the evaporator coil. I also spoke to the company, and I told the owner or manager of the company that his tech said something about the evaporator coil, and he told me that he didn't say anything to him about that. So the communication needs to be better. With scheduling, no one called me to schedule. Once American Home Shield assigns the company, the company just sends me a date and time instead of me giving my availability. They just schedule me without any interaction. So, it would be nice to speak to someone about scheduling a time that works.

Everything was nice. The person that worked on it was real courteous. He told me what was going on, and he allowed me to watch what he was doing. If I had any questions, he was prompt to answer and explain things. He was in and out in no time. I had to reschedule a couple of times though. The first time I had to reschedule because I wasn't going to be at home. Then the second time, it was during some really bad storms. He came out during the tornadoes and real bad thunderstorms we were having going on through here. He was really prompt. He went out, inspected, knew what was going on and fixed it relatively quickly.

I like that if I have an issue with certain appliances, I can reach out to American Home Shield. They'll set up a schedule, and their contractor will come out and fix the issue. If I have multiple issues that are on the same track, they will come out and fix all of it. If they can't fix it, then they'll give me a comparable replacement for it. It helps out a great deal. I'll probably be calling them again in the next upcoming month because I just had an issue with my doorbell where it stopped working. I also have a fan upstairs that I can't get to work either. I could call American Home Shield, pay my service fee, and they'll send somebody out here to fix both of those. It takes the hassle out of trying to find somebody, compare rates, look at reviews to make sure they're alright. American Home Shield sends comparable help. They know what they're doing, they fix it, and they're out of the way as long as it's pretty straightforward.

The only issue that I have in some cases, and this is because of where I live, is there may not be service technicians around that may meet American Home Shield standards. Sometimes, they have to reach somewhere else outside of where I live, which is a rural area here in Ridgeway, Virginia. Sometimes, depending upon when it is, it may fall on a specific window. When I had to get my air conditioner fixed, I called American Home Shield, and the people that worked on my AC unit were out of Roanoke. The only time they came to this area was on Wednesdays and I just missed the window. I had the issue with my air conditioning unit on Friday and I had to wait till Wednesday in order to get them to come out and fix it.

I talked to several people with American Home Shield, and they're wanting to send another company out to fix the refrigerator. I'm frustrated. I pay my bill like I'm supposed to, but I'm not getting service, and that's concerning. It's also making me second guess my choice for home warranty. I don't feel like anybody is listening to me as the consumer.

The parts came in two weeks after that. We waited and nobody called. I called AHS and asked them what was going on. They said Sears would be here on the 4th. So, we waited for them. They didn't show up on the fourth. They claimed they did show up, but my wife, who doesn't work, is here all the time. They said, "We're gonna go ahead and reschedule you.”

They rescheduled for the 26th and again, didn't show up. I called again asking what was going on. They scheduled it. They said, “We'll be there on a Saturday between 1:00 and 5:00.” We waited again but nobody showed up. I called AHS again. Three people had already called. They expedited the situation. They came when they said when they will come. Because I told them that if I didn't have anything fixed by a certain time, I would report them to the Better Business Bureau and cancel my contract which I'm gonna cancel anyway. They already charged me $160 for the month, plus another month, and the $100 deductible, yet nothing has been taken care of.

The same technician came in, repaired it, but one of the burners was still not working. The knob turns, but it doesn't turn on. It wasn't addressed at the time. That's where we're at right now. I got four burners working. Two out of the three that were supposed to be repaired are working. The tech was professional. At first, he ran into some complications, as far as trying to turn off the gas on the stove. Normally, any stove top is behind the oven. But the question about the turning it off, and I said, “We have to do what we gotta do.” They said we have to turn off the main gas. If we had to turn off the main gas, then we had to. By that time, my grandson was here helping them. They pulled out the oven and turned it off, did what he had to do, put everything back back together, but the burners were missed.

I've been with American Home Shield for a little over two years. That is not the first incident that we had. They sent a plumber to fix my shower faucet but I told them I didn't want them back here because what they did wasn't professional. I ended up taking off the valve control and repairing it myself. Also, when you call, a lot of times you talk to someone directly. But sometimes, you get an answering service now. If you don't give AHS the right information, they won't transfer you to talk to a technician. Also, they're too expensive. $160 a month is a lot of money, plus $100 for your deductible. You pay monthly $260 for something that might not cost you that much if you call a regular service.

They sent out a quote for repair on their end, then the diagnostic and repair was sent to American Home Shield to see if they would approve or deny the coverage of that claim. I was told by American Home Shield that the repair of that system was not covered because it was due to environmental damage, such as freezing. I told American Home Shield that I didn't believe that was an accurate diagnostic, because the leaking was coming from the ceiling, not from the sidewall. I didn't want that contractor, T Mayes, to do a non-covered repair, because it was upwards of $700 to fix a faucet on the side of the house that I felt wasn't associated with the leaking. So, I told American Home Shield I would be open to having a second opinion and currently, nothing has been done.

In the mean time, there's an open hole in my wall that's just been sitting there. I thought the onus was on me to find another contractor to try to come in, assess the work, and do the work because American Home Shield wasn't going to cover it. So, I had another contractor come in and they were able to identify what the issue was. The wind may have affected the siding, which caused cracking in the mortar of the property. So, they said it wasn't something associated with the pipeline, that it wasn't due to the freezing, like the initial contractor had said.

When I got on the phone with American Home Shield and let them know about that, they directed me to a phone number to give to the contractor and that was all they had said. I had asked them if there was any formal paperwork or a form that I could send them so that they could document this, but they just gave me that number and it didn't seem more of a formal process. Other than that, I've been protected with American Home Shield since I purchased my property and I have them for almost three years now. I've never had any issues because I've never had any occurrences. But it was very discouraging to see something like that and ask American Home Shield to come in and provide services, or see if it was covered. As a customer, I feel like I wasn't really listened to.

Then something with the garbage disposal wasn't draining properly so the dishwasher was backing up. American Home Shield sent three technicians out for that, and there was a special order part but they handled it. They stayed on top of it the whole time. Then there was an issue with my dryer. It was the heating coil, and the dryer went out. They replaced that. That was all in the first year. I've only been in the house eight months and I was pleased with the performance at that time.

I purchased the upgrade policy to cover the electronics. I had a TV that went out, and I was a little upset that I got to find my own TV repair guy then submit receipts on the back end. American Home Shield handed it off to Allstate and dealing with Allstate via American Home Shield was a nightmare. In the end, they didn't refund all of the money that they were supposed to refund, so that was crappy. Most recently, I had a leaky pipe, but the guy came out and told me I need to caulk the pipe, and caulking isn't covered as part of my policy. But he didn't reproduce the issue so how did he know that it was caulking? I was pretty perturbed about that. I wrote him a review, and American Home Shield did the whole investigation and sent me a letter saying the same thing. Caulking isn't covered but we don't know that caulking was the issue.

American Home Shield approved a replacement for my dishwasher and sent me an e-gift card for $711.25. When I went to Lowe's, only $252 came off the card, leaving me with a balance of over $500. It was embarrassing. When I called American Home Shield, they told me it would take an additional five to ten days to investigate, even though they should have been able to see what was on the card. So, all of that right there, I'm not dealing with that. And yet, they get their money every month. Those considering American Home Shield should shop around.

At this point I don’t trust any vendor that will work for this company. The only good thing I can say is that the 20 minute on the phone trying to speak with someone about canceling my warranty allowed me to write this review. But in the end I was told no one was available to help me to cancel my account. Something that can only be done over the phone. You will also never get to speak with a Rep without a heavy accent. Most of the calls also had people in the background speaking other languages, talking and laughing. Making it further difficult to hear. If you choose this company you will get nothing for your money.

It's nice to have the AHS coverage when you need it. It's a little expensive, but when it's there, it's a luxury. You don't need it, but if you have the money, it's good to have. I got AHS when I bought the house in 2019. I just wanted coverage for all the basic necessities in my house, so that I didn't have to repair them myself. I can but I just didn't want to. It’s easier to call somebody else now.

I also had another issue. The water heater went out. I don't know if it was American Home Shield on their end or if it was just the plumbers lying to American Home Shield, saying they needed to do construction work, because they didn't do any construction work, but I had to pay $1,000 to get them to do the water heater. I watched the plumbers do the work. I was like, "If that's all it was, I could have gone and done it myself." Because all they did was put new hoses on the new water heater, and that was it.

Their whole thing saying, "We need to break ground and do construction," was all it was, the old drip line that went out of the house into the yard. The previous owner or previous plumber who did it put this weird elbow in it to where it came out, it went straight up, made another angle, and went down. They said, “Yeah, we have to fix that." I was already frustrated because I was having to pay $1,000 out of my pocket.

I looked at him, and I broke it with my boot, and I was like, "There. It's fixed. Is there anything else I need to do?" Then, it started dripping like it was supposed to. The guy looked at me like I was crazy. I said, "It's not that hard." All they did was bring in the water heater, put in a pan that doesn't even connect to the drip line going out anymore, and then put in new lines. They didn't do any construction. Having AHS helps me in some cases, though. But their prices are a little overpriced for some of the stuff that ends up being something simple.

I called AHS, and the customer service rep from American Home Shield started arguing with me and said there was nothing she could do because she needed the report from the guys. Then once they receive the report from One Stop, they were gonna call me. And up to today, I have not received a call. This is the second time I called AHS. And they failed me twice, and they did nothing about it.

My button cover that was on the dishwasher broke off. I went on the AHS app and submitted the request for services. Doing the app is straightforward and user-friendly. The contractor had to order the part, and do the repair on it. Todd, who came out and fixed it was dispatched by service. My wife was home. There were little clips on the cover. He tried to not take it all the way apart, and just popped it down in there. He broke a bunch of the clips off. My wife told him, "I've seen this done a few times. This isn't how you do it.” He had his apprentice kid there, and he said, "I don't want to do this.” Todd said, “No, let's just do it.” He broke it. I went to open it when I got home, because my wife showed me, and the whole thing popped off. I let go of the door, and it fell on the ground because one of the springs wasn't attached to the side of it. That way, when you let your dishwasher door down, it will gently fall. I was, “All right, fine.”

I contacted Sears, and I re-dispatched them out. That was week three of this saga of the dishwasher. Todd showed up. His apprentice answered the door with me. I said, “I don't want Todd touching this thing. If it's you and Todd, I want you doing the work and not him, because Todd had since broke it.” he wanted to argue with my wife about it when he came out before, which is why I took off work, and I was home. I said, "I just want it fixed.”

Todd came in the house and said, "I don't know how this is broken again.” I said, "I can explain that to you. You were here last time, and you broke it.” He continued to want to not take responsibility for that, and I said, "I can play this game, too. You're in my house, you're not going to disrespect me. You're just going to do the work because I paid the $125 service fee for it, and then you just fix the dishwasher.”

We got to the point of him taking everything apart all the way again, which is what he didn't do the second time, he put it all back together, and they went to mount it. He said, “I don't want to mount it flush to your cabinets because your cabinets couldn't be square. There's a chance it might have caught on something.” I said, “There isn't a sharp edge. These are straight-edge cabinets. It's not going to rip it off when you open the door.” He mounted my dishwasher crooked. I have to go back in and fix it again, because it's sticking out on the right side, and the feet at the bottom aren't tensioned. So, every time I close the door on the dishwasher, I have to lift the bottom of it up to make it flush with my cabinets.

After that, I was over it and went on to Better Business Bureau's and Sears' websites. I filed a complaint with Sears because it's their employee. I filed a complaint with the Better Business Bureau because there was another guy who came out and Todd's name was brought up by my wife, and he said, "We know Todd.” Todd is the employee that they all know who does shoddy work, and he tried to rush out of there, which is why I said I didn't want Todd to come back on the third time. But I couldn't afford to take work off anymore. I just wanted it to be fixed. I haven't heard anything back from the Better Business Bureau. Sears said that they would send it up.

American Home Shield wasn't involved, because I didn't file a complaint through them, so they would not know about it. It dragged on for three weeks, and the button cover got broken because of the employees who came out and fixed it. I usually have the same guy come out and fix that when I have issues, but this last one, AHS dispatched different technicians in our area.

I have had some replacements through the years. They replaced my dryer when the computer panel went out and replacement parts were no longer available. I got to pick the item, they sent me choices, told me how much they would give me, and if I wanted something more expensive, I paid the difference. That went very smoothly. They also replaced a heat pump about 12 years ago, but it took about three months to get it, and it was during the heat of summer.

There was one company that worked on my HVAC a couple of years ago, and I'll never allow them to walk into my house again. They said the reason my HVAC didn't work was a capacity issue, which was a lie. My heat pump is a 3-ton and my furnace is a 2.5-ton. They are completely compatible and have worked together for years. The coils on the furnace were bad and all the Freon leaked out. They soldered and soldered and couldn't solder anymore, but the technician turned it in as a capacity issue. American Home Shield absolutely refused to do anything about it. I wanted a second opinion, but there was nobody else in the area who could do it. My contract is up on July 2nd, and I will not be renewing. If they're not going to pay for anything or do anything for me, I don't see any reason to keep the coverage.

With my heating situation, I called them on a Wednesday, and I didn't get anybody until Monday. I strongly prefer phone calls over text messages for scheduling. I hate that some of the contractors text us instead of calling us. As a result, I didn’t get the text message because I work for FedEx, and when I’m driving, I’m not supposed to read text messages. We could be anywhere, so a text message may not come through when you're thinking that I got it for me to answer you back. The rep supposedly sent me a text message asking if Friday would work for my heating issue. I never got the text and I never responded. So, she just didn't put me in there and I only had the appointment that she had already scheduled me for Monday. She ended up saying they can get somebody out here on Tuesday.

I called back and the girl told me she found me somebody for Friday, but that was a lie. Nobody came on Friday, and they never sent me a text message about a technician being assigned or coming out. They should call to schedule our appointments instead of text messages, because you never know. Some people may be illiterate and don't read text messages, or don't know how to use their phones. But with RC Heating, the lady called me. She spoke with me and scheduled my appointment.

In my claim before this one, I got a text message from American Home Shield that I need to pay the man who came to my house $1,500 to fix what's wrong and they will cover the $20 charge. But I had already paid a $100 service fee for the technician to come out. Nobody called me. I only received a text message. I still have the electrical issue in my home, and I paid $100 just to have someone tell me what was wrong. I could have gotten anybody to come and tell me what was wrong. It’s disheartening and it should be improved by American Home Shield.

I've had American Home Shield since 2022 because I want to be protected. My husband's older now and he doesn't know much about handyman stuff. I just want somebody that's a professional to come out and fix a problem, so he doesn't have to do himself. So far, I really feel protected with American Home Shield. The only thing I don't like is that sometimes I have to wait before someone comes out. At first I thought that if something happens, you make a claim, and they're out the same day. But they don't and you have to wait.

A lot of times, my water problems have been happening during the weekend, on a Friday, so I have to wait until a Monday. And that’s what I’m not happy about American Home Shield because you hear on television that if you make a claim with them, they come out right away. But when you make a claim, especially when it's a water claim, you want them out that same day, or somebody that works 24/7 that's available 24/7 to come out and take care of the problem. In this recent case we had, we noticed the leak on Thursday, and the techs came out on Friday.

We went ahead and had it worked on. About a month later, it came back that it wasn't workable. They were no longer using those boards, and they couldn't rebuild the board either. So, then the guy reported it to American Home Shield and told them that it was no longer working, and the ovens were no longer of use. I received an email from American Home Shield saying that they would go ahead and give us $1,400 and some odd cents, and that that would be it. If we want it more, we would have to go through this process of trying to get more money from them. I'm like, “I'm not dealing with that, because that can take a long time with them.”

I’ve never come up against this problem with American Home Shield before, because we went ahead and just replaced it ourselves. When we had them before at the other address that we lived at, our air conditioner kept going out, and they kept coming back and fixing it. It just kept breaking down, and they would not ever say that they would replace it. Finally, we just said, “This is for the birds,” ‘cause every time I turn around, I'm having to pay, at that time, $75. We just said, “$75 is starting to add up. We may as well just replace the air conditioner ourselves.” So, that was what we did.

I've had AHS for about 10 years now, because of the convenience. I don't have to call all over the place to get quotes. It's easy. I wish that they would follow up to see if anybody has called. I've had two incidents where it's taken more than five days for me to get assistance with the air conditioner. I try to be calm and not be a pain in the butt about it, but five days waiting in Texas without an air conditioner is a little too much. I wish they would make sure and say, "Did somebody call you back? It's been 24 hours.” If not, I don't think I should be doing the work where I'm calling them. That's why I use their service, so they should be able to help me in that aspect.

Once I cleaned the exhaust fan cover, he put it back up there and showed me how to take it down. He said, "Periodically, just take it down and clean it, because that would be the reason that it would go out again." And I had him check the light switch in the living room. He went in and saw that there was no power going to it. He repaired that, asked me if there was anything else, and that was done.

I've had more than my share of not so good experience with American Home Shield, when it came to repairing my water heater and repairing my kitchen sink, that I had someone come out three times before they replaced it. They kept saying that it was fixed, and a day later, it would leak again. My last call to them was, "Either you come and fix it or we're going to have an issue." They sent a senior plumber and he repaired it with a substandard repair, but that's fine. It works, and I'm okay with that. And my water heater, they said that the glass shield was broken. My water heater is in the attic. I'm a heavy girl, so I don't go in there. So, I'm not certain how it would break. Nobody goes into the attic. There's nothing up there, but the water heater. It was wear and tear. That cost me $375 out of pocket. But after that, it was all done, and that was the end of that.

My only concern, which is why I'm no longer with American Home Shield, is every year for the last five years, they've gone up. They've not offered any additional services to me, but they've gone up every year. If I need to come back to American Home Shield, I will go back through the same process and vet again as to who can offer me the most for my money. AHS brought it down to 102 from 116. They gave me someone who brought it down to 91. The homeowner warranty I have now is a month, and I'm only paying 57.50 for it. They offered me a lot of the things that I need covered. AHS offered me a bit more things that I didn't need covered, because I hardly use or wouldn't use. But I have what I need right now to cover what it is that I'm looking to cover.

I got the Sunday, 0800 to noon appointment, only to be called at 11:22 AM to tell me that the technician had CAR trouble. Where the heck is the company TRUCK! Why the heck did they call so late to let me know. I sat here waiting on them the entire morning only to get a bullcrap apology that they have to reschedule. NO! They should have dispatched another technician! Do they even have more than one employee! This is awful business. I got a premium service for this. I also had to pay $125.00 just to get this ATL Agile Repair company to come out and look at it. My dryer is still not working properly! J. williams **.

I’m going to report them to the Georgia Attorney General and the BBB. At the moment I’m recovering from Dental surgery and the temperature in my home has been in the 80s and 90s for more than 6 weeks and all AHS kept telling me is that they were working with the vendors. This is a crime how they are abusing and taking care of people and looking for any way or excuse to not render the service they promise… We are not finish yet, as soon as I recuperate from my surgery I’m going to take legal action with AHS. I’m sure I’m not the only customer that’s having these issues.

At this point, I’m looking at at least another month, if I’m lucky. And odds are I will still have no fridge since the first tech replaced everything and it didn’t work. They really don’t want to replace an appliance for you. And apparently they’re under no obligation to do any of this in a timely manner. I have done two online chats and I called their customer service number. They are very polite and nice but completely rigid. Needless to say, I’ll be canceling my contract.

I called two days after opening the ticket and was told I would hear from someone within 24 hours. No one contacted me. I called back two days later and was again promised that someone would follow up within two days. Again, nothing. The only thing American Home Shield managed to do promptly was deduct my copay the same day I submitted the request — long before anything was repaired.

After weeks of delay, they finally offered me a video call with an AHS technician who would determine how much they might reimburse me. Then it would be up to me to find someone willing to do the work for that amount. That defeats the entire purpose of having a home warranty. I purchased American Home Shield to avoid the headache of finding, coordinating, and managing repair services myself — not to pay them for the privilege of doing their job for them.

Because I was concerned their reimbursement would not be enough, and because the toilet had already been unusable for a full month, I had to find someone myself to fix it. This experience tells me everything I need to know about American Home Shield. They were quick to collect payment, slow to communicate, unable to provide service, and ultimately shifted the burden back onto me. As an older customer, I am tired of having to manage a company that I paid specifically to reduce this kind of stress. I will be researching another home warranty carrier. Based on this experience, I cannot recommend American Home Shield.

My previous water heater claim was even more frustrating. When the water heater failed and leaked, I was left without hot water for weeks while waiting for approvals, scheduling, and processing. In the end, I was required to pay substantial out-of-pocket costs for code upgrades, modifications, and other charges, leaving me to cover nearly the entire replacement cost myself. Frankly, it would have been faster, easier, and no more expensive to hire a local contractor directly rather than go through the warranty process.

The pattern I experienced was long delays, significant out-of-pocket expenses, and claim denials based on technicalities or exclusions. The value provided did not come close to the premiums paid over time. Based on my experience, American Home Shield's business model appears focused on collecting monthly fees while limiting claim payouts whenever possible. I would strongly encourage homeowners to carefully review coverage limitations and consider whether they would be better served by saving the monthly premium and working directly with reputable local contractors when repairs are needed.

Their "free" rekey service cost $375, and multiple repairs cost additional hundreds of dollars on top of the service fee (the fee is apparently just so someone will come out and tell you you're out of luck). I kept it thinking at least I would have coverage for major appliance issues, and when my washing machine was acting up I figured it was good I still had the plan—nope! They sent out the world's worst 1-star repair guy who broke the washer worse and flooded my home (water damage not covered, of course) and worked on the motor right on my new wood floors, damaging them. AHS says talk to the company because they're not liable, even though I have no control over who they send out.

Repair guy says it can't be repaired and has to be replaced. AHS says it has to be repaired and can't be replaced. Meanwhile I have to take off work over and over waiting for a guy who never shows up because he wants to take pictures of things he already has pictures of and everyone is dragging their feet and won't take responsibility. I have been without a washing machine for a month and some change and cannot use the laundromat due to allergies (I tried but got a rash).

I've paid AHS almost six grand over the years. For about two grand, I could have had a new washing machine installed within a week and I wouldn't have lost so much on missed work or had to deal with the skin issues and stinky sink-washed clothing. The only thing I don't have enough saved up to replace is the HVAC, but if that went out in summer I wouldn't be able to wait a month+ for replacement anyway. AHS promises call backs that never happen and reps straight-up lie (after you fight the phone tree and wait on hold to get to someone). Also, you can ONLY talk to them on the phone; no written communication (I assume so you can't hold them to anything they say).

If you're broke, you might consider it while you save up a repair fund, but you're paying $60-something a month for the privilege of paying $100 and waiting around for 5+ hours every time something goes wrong with a good chance of being told it's not covered anyway, even if it's explicitly listed as covered in the contract. I wouldn't recommend it.

AHS gave no explanation. Then said they would get back to us by the end of the next day. They did not....nor withing the next few days. When we called to follow up, we were given the same promise. Again, they did not contact us. The following week, my husband called for an update and the automated message said the claim had been closed. Meanwhile, the toilet is still not functioning. After his call, we received another call yesterday midday to tell us they were working on it and would call us by the end of the day. They did not. We called again today and they have made the same promise. They cannot apparently find a technician in our area who is willing to work with them, at least not for plumbing. This concerns me.

Our last claim was for our AC unit. That claim worked out fairly smoothly. Most claims have. I will say, though, that my mother recently had a claim with them and the tech determined she needed a new refrigerator. AHS did cover it, but told her it would take about a month to get the replacement. A MONTH during late spring in TN! That is a LONG time. She is in her 80's. I was shocked they would expect someone to go that long. When the new one arrived, it did not have an ice maker which her original one did. So, that was also a disappointment. Generally, we have been pleased overall, but things may be going downhill. I hope not, but am feeling less optimistic currently.

D & B was supposed to come out as a plumber to take a look at the leak caused by the first company that tried to install the dishwasher. They set a time with me to come out on a Friday, but I had to cancel it on Sunday because I got called into work for a Monday appointment. It was over 24 hours in advance notice to reschedule, but the guy still came and they charged us. I called American Home Shield and they refunded me the money. The company has two owners, D and B. Dennis was the one I originally scheduled with, but B was the one who showed up. He said it would have been better if they had been informed about the reschedule. But they still told American Home Shield that they showed up. I said I gave them a 24-hour notice. I tried to call them myself to reschedule, and there was no answer. I left messages but there was no response to reschedule it.

The rep from American Home Shield couldn't help me and told me that I was gonna have to call back during business hours. They need to contact that company to see if what I was saying was true. I called back, and they said there was nothing that they could do. I got more help through the online texting service than I did over the phone, and the online reps showed more empathy. The people that American Home Shield sends out are a gamble. Some of them are good, but you don't know what you're gonna get when they come out.

The guy from the first company didn't speak any English. So, to tell him what was wrong, we had to type it up and then translate it into his language. Then you had to wait for that company to get the part. They came out but that didn't do anything. They ordered another part, but that still didn't fix it. So, we had another company come out. They were fantastic. They said we need a new dishwasher because repairing the control panel doesn't make sense. But we had to wait and take several days off work. Plus, we have to be home the whole day because these people will give you at least a four-hour time slot. And sometimes, they don't even show up during that time slot.

I had to take off a day off work to get the dishwasher in my house, and when it arrived, there was nobody scheduled to install it. It had to sit in my house because the company won't come out until you have it on your premises. When the installer came, he did not take away the old one. He said if it was still there the following week, he would come back later and get it. But he said the trash company will pick it up. It sat out there for several days and I got a letter from my HOA asking why I had junk sitting in the front yard. The trash man ended up picking it up. I'm glad my dishwasher’s working now. But it was a complete nightmare. Everything was resolved, but it took four phone calls, messaging, and hours of back and forth to get there. It was frustrating all around. The price is decent, but it took me four months to get one issue fixed. So, it was more of a headache than it's worth. Even though it's cheap, you get what you pay for.

A refrigerator is an essential household appliance, yet our family has been forced to rent a refrigerator out of pocket because neither the contractor nor AHS has resolved the issue. Every time we contact AHS, we receive promises of follow-up, but no meaningful action is taken. The most frustrating part is not just the delay—it’s the lack of urgency, communication, and ownership. Customers pay for a home warranty expecting support when major appliances fail. Instead, we’ve spent over a month without a refrigerator while paying for temporary solutions ourselves.

If you’re considering a home warranty company, be aware that when a claim gets stuck with an unresponsive contractor, you may find yourself doing all the follow-up while still living without the appliance you’re paying to have repaired. I am extremely disappointed with the handling of this claim and would not recommend American Home Shield based on my experience. Claim has been open for over 30 days, we have been without a refrigerator for over a month, and we have incurred additional expenses renting a replacement while waiting for AHS to take action.

I called back American Home Shield to say, “I don't understand why they will refuse to provide a service because there is a risk, and you guys will not cover it.” So, they came back and provided the service. When they lifted the glass top and did the service, they created more issues. The burner is now working, however, you have to turn it over. The ignition was no longer working and another burner will stop. All of this is documented. I called back, explained the issue and did tell them the initial guy that came was very rude. It wasn't just to me. My husband, who pretty much is difficult for anybody to bother him, said the same thing. So, we decided we're not gonna pay money and have somebody that is disrespectful come to our home.

So, we called back and told them the issue wasn't fixed, but we didn't want the same people that were disrespectful. American Home Shield explained their regulations, and how, because they already contracted that company, it has to be the same company that comes to fix the issue. We talked. It took a lot of phone calls and they finally sent another company over. The other company came and they said they needed to fix parts. The whole thing took another month or so. Another issue that they created is when I tried to turn on the oven, you can just smell gas. I told them, “I have small kids. So, there is no reason why I should be trying to use a cooktop and it smells gas and I'm okay with it. It's a safety issue.”

This is part of why we pay for home insurance. We have American Home Shield for two of our houses. We pay for it so we can have the peace of mind. If we have to pay for home insurance and still have all of these issues and anxiety, then there is no point. I told AHS, “Instead of you guys keep sending people to do the patching and pieces and there, why can't you guys just change the oven, the cooktop, for us?” We were told that American Home Shield will do everything before they will change that piece of equipment for us. With our experience with the cooktop, I lost confidence. I lost trust in American Home Shield for doing the right thing. I actually pleaded. I said, “I'm in the military. My husband is in the military. We earn our money very hard and honestly.” So, when we pay for a service, we expect that same honesty and integrity.

We also had Fresh Air Services come out and we didn't have issues with them. They came and they did the job they needed to do, even though after they left, the same issue was happening and that made us call them for the service twice. We were just waiting to see if it persists. We would call back and request that they come back in. When they initially came out, they sent a text message saying the contractor was on their way, which I didn't see. My phone was on silent, but I did receive a phone call. The time that was given to me wasn't really enough. I was out with my son that was sick. I was wrapping up, so I wasn't too far at all. So, the contractor did wait a little bit for me to be able to make it home with my son.

Initially, when I started with American Home Shield, there is one person that I had over the phone. That's the one person that actually did customer service. Everybody else just keeps reading you the instruction and I feel like the job of American Home Shield is to irritate the hell out of you, so you will just stop calling for the service. I try to always be kind. But they managed to piss me off a couple of times. I wasn't rude but I said, "Hey, I'm not trying to be rude to you. I'm not trying to be mean to you. But you're actually really pushing me right now.” So, I expressed that couple of times. It is sad that now everybody's trying to take money from you, but nobody's trying to do what they're supposed to do for that money.

When I called AHS back to have the order reassigned as promised, they completely went back on their word. Despite knowing that my pool is actively leaking thousands of gallons of water, they told me I just have to wait "several more days" for a response. Fed up, I decided to cancel my service. AHS makes it incredibly hard to cancel. I had policies for two separate properties with them, and it took hours of jumping through hoops just to terminate my accounts. They clearly do not care about serving or retaining loyal customers. Save yourself the headache and go with a company that actually values your time and property.

I loved American Home Shield because it's an honest service. They really came when I called them. They fixed my oven and I couldn't believe it. I have the service for about nine months no and when it's time to renew and I'm definitely going to renew it. I would also tell my friends that they need to get it quickly if they don't have any home protection because it's very good.

Initially, when the guy came out, I had a feeling that he didn't even do anything. He was here for five minutes then told me I needed an electrician, which didn't make sense to me. When the electrician came out, he found the problem, and it wasn't in the AC unit. Initially, I wasn't really impressed, but they weren't wrong. That was on me. American Home Shield got the right people out to do the right thing. I'm just a homeowner, so when the AC is not working, I'm thinking you need an AC guy. But the AC guy recognized it's an electrical issue, and the electrician came out. I trusted them with the work and it's been working fine ever since.

Submitting a claim with American Home Shield is easy. The one I did last night took a minute. There are four drop-down questions. They have an app but I was on my computer, so I did it on the website. As soon as I did it, it was assigned and I got a text and an email 30 seconds on a Sunday night saying someone would be in touch within 24 hours, and they're going to be here in the afternoon. I haven't had to deal with anyone, which is good. I didn't have to make any phone calls. Everything was done through emails, which worked good for me. It's quick. It's all done through their website, and it's efficient. I like the price as well. I was paying pretty much the same thing when I had one of these home warranties eight years ago. I plan on keeping American Home Shield and would recommend them. I feel protected in having them. DenPro HVAC could have come and told me they needed a part that cost a million dollars, and I wouldn't know any difference.

This is just a minor ceiling fan that hardly cost $800 or $1,000, and I've been following up my claim for one month. Still, I'm feeling lucky that I don't have a major issue in major appliances. Otherwise, I don't know what kind of behavior I'd get from American Home Shield or their contractors or if I would have to bear a lot of cost. But at least, in the early phases, I came to know whether I should be with American Home Shield or not. I didn't like the way they are giving me the services. In two years, I've only used the service twice and for my other claim, I also had to struggle a lot. So, it doesn't make sense to go with them.

Usually, in this day and age, you want to talk to a person. But what's frustrating is when you can't get someone on the phone, then you feel the whole process is stalled. Doctor Maintenance has a way that you can text a person directly. I talked to this young woman and she was helping me. She has been texting me and she was able to confirm the next appointment and tell me exactly when they'd be there and what would happen. I was able to get American Home Shield to deal with all of this misinformation but it took almost an hour long call last week where I was tossed back and forth between multiple entities, each of which would say, "I don't know why you were transferred and I can't help you."

We stay with American Home Shield because it's what was set in place when we purchased our home and my husband used to think it's a good idea. I'm constantly saying cancel it as it's not worth it. They always force a repair and very rarely force a replacement. What that leaves you with is extremely old equipment in your house until you decide it's time to replace it and pay for it yourselves. It's the oven and the range that they're in the process of fixing right now. These are original appliances from 1993. I appreciate the attempt on a repair, but it's pointless. They're replacing the range but for the oven, they are removing the motherboard and they're sending it out to be rebuilt. Even the Doctor Maintenance guy said it isn't going to work. They offered us $437 but I'm not going to take 25% of what it costs for a replacement so I let them try to repair it. If that doesn't work, I hope they do the right thing and replace it.

The oven had an issue with the safety switch they call thermocouple. Whenever there is no flame or water goes on it, the thermocouple would automatically shut off. But that was not doing it, so I wanted to replace it. A repairman came to look at it but they did not fix it either. I had to buy it from Amazon to do it myself. Each time a contractor comes out, I pay $100 but they are not able to fix the issue. I end up having an outside vendor to fix it and American Home Shield won't return my money. I'm willing to pay but I still have same issue. I also keep paying a monthly fee on top of the service fee. I'm not going to recommend American Home Shield to anybody.

When it came to things like my kitchen appliances that I've had replaced, American Home Shield has met my expectations. But in terms of other things, like my AC, the uncovered portion part is a little bit sketchy because there's no information provided. An itemized estimate would have been really helpful. I was told was that there were modifications that had to be made, but nothing was ever explained to me about what exactly those modifications were. I also was not feeling great about the company that they had sent. I got my water heater done and I went with a different company. I went with the cash payout because I'm doing my own thing, and I feel better with the company.

A week later AMS is saying the update from Whirlpool is more parts need to be ordered. For 6 more weeks I have been calling and AHS is saying they are not getting updated by Whirlpool. I reached Whirlpool, who gave me the phone number to the subcontractor. The subcontractor is saying they needed to order 9 more parts, break, rebuild the machine and they are on backorder Therefore they don't know when my washing machine will be repaired. Next week I will be without my washing machine for 3 months. This machine should have been replaced almost 2 months ago. There have been 4 technicians in my home. They are constantly taking my monthly payments for over 10 years, but refuse to abide with the agreement. I needs a replacement.

Where you change the refrigerator's water filter, that was leaking when I would try to put in a new filter. And the dishwasher's control panel went out. It wouldn't come on when it was scheduled to come on. I went online to submit a repair ticket. The American Home Shield website was easy. I had to specifically ask who was coming, because that information wasn't provided up front. There was a window of time that was given to me.

I was disappointed in the sense of I provided the detailed instructions when I opened the work order. When the individual called to set up the appointment, I again provided the detailed information, in addition to uploading the serial number of both appliances and a picture of both appliances. But when the technician came out, he didn't do anything. He said, “Oh, I've seen this before. I'm going to have to do this and this.” It was a wasted visit and waste of my time, because he had to order the parts when he had as much information as I provided. And if they were familiar with this from other experiences, they should have come prepared.

In my experience, they gave the job to GM Pro and GM Pro did not do a great job. They didn’t pick up calls or respond to emails. They didn’t even come at the right time. They wanted to do it on their own time. They are not good vendors because they are giving AHS a bad rating. It makes American Home Shield’s customers want to quit, which I am almost about to do. I’ve even told a friend that if American Home Shield wants to send a vendor, she should request someone other than GM Pro because they are not doing a great job and are spoiling AHS’s business.

When I questioned this unethical practice, the contractor’s office stated that AHS approves of this review-manipulation strategy, which appears to violate FTC guidelines. Due to the contractor's unprofessional business practices and inflated out-of-pocket quotes, I requested a cash-in-lieu buyout from AHS to purchase a comparable replacement unit, which retails for approximately $600. On 5/11/26, AHS offered a buyout of only $160. This amount is insufficient to purchase any comparable water heater. Despite multiple escalations to supervisors and the escalation team, AHS refuses to provide the itemized calculations for this valuation. AHS is failing to honor the spirit of the warranty by offering a buyout that does not nearly approach covering the cost of a replacement unit.

Once I started really complaining, he came back with a part, where he had to pull out my refrigerator and actually change the part. After he did that, my icebreaker was working. Why didn't he do that to begin with? He told me he was getting a part, but the part he got didn't work. I just couldn't understand that. And I just kept calling to say my ice maker still was not working. So, I don't know if I could blame American Home Shield because they were just as livid. The problem happened in the beginning of December and it didn't get resolved until mid-January. Other than that, I have American Home Shield for five years and the coverage has been fine. Also, I always say my price is too high, but it is what it is.

My issue is not with the technician’s diagnosis. My issue is with AHS’s coverage decision. AHS relied on the general “modifications are not covered” section, but my contract also contains AC-specific language about compatibility/refrigerant-standard upgrades during an AC replacement. I repeatedly asked why that AC-specific language did not apply, and AHS never gave a clear answer. During a three-way call with AHS and the contractor, the contractor confirmed that the sheet metal modifications were required for the replacement AC system to function. AHS still classified the work as non-covered and said the decision was final.

The process was extremely frustrating. I received inconsistent information, my portal showed confusing/incomplete non-covered cost details, and it took repeated calls before I finally got a written breakdown. I was told my only options were to accept the $750 or take a cash-in-lieu payout. AHS also made clear that parts would not be ordered unless I accepted the disputed charges. Because I needed AC and the repair was being delayed, I accepted the $750 under protest. I do not agree that these charges are properly non-covered. I have submitted a consumer complaint to the Missouri Attorney General’s Office. This experience has seriously made me question the value of this warranty.

I've had several claims this year with AHS, and they've been very good at handling them. I've had to have a plumber, and I've had to have appliance people this year, and they've all done really well, but they've had to come from far away. Like my dishwasher repair and my stove repair. There was an appliance person I called for a second opinion, and he came out and I said, "I wish they would use local people instead of someone from 100 miles away." Because it sometimes takes two weeks for them to get it done. He said, "We are a repair center for American Home Shield. We're one of their preferred." I said, "Then why did they send someone from Timbuktu to here?" He said, "I don't know."

That's really the only complaint I have, that they don't try to find someone closer to us. In the case of my dishwasher, it went out, and it took a week and a half for them to get here. It needed a part; the part finally came in. Took another week. Then, the part didn't fix it, so they said, "We'll replace the whole dishwasher." And all of this had to have the plumber. I was out of my dishwasher for five weeks. But other than that, I've been very pleased. AHS has been very beneficial to us. We're old. My husband's 81, and he's not able to do repairs anymore, and it's very expensive to hire someone to come out. And with American Home Shield, they've taken care of those problems. And for a very reasonable monthly fee, I've been covered.

I called back, and spoke with another representative who was located in a foreign country and spoke with a very a very strong accent. I had to repeat several times that my account was debited for the incorrect amount, and should have been a monthly payment. After going back and forth, and the agent not understanding, I was transferred to several departments where no one would help me!! I called back for over a week trying to get the issue resolved, and finally spoke to another agent who then put in an escalation ticket, and AHS debited my checking account a second time for the same amount, causing a huge overdraft in my checking account.

The agent that did this gave me her email address, so I emailed her to reverse the charge. After several emails, and explaining that my account was supposed to be set up for a monthly payment AHS finally refund my money, and changed my plan to a monthly payment plan. It took almost 3 weeks to get this issue resolved!

Fast forward to this year 2026 the plan was up for renewal in February 2026, and no one contacted me and ask if I wanted to keep the same plan. My plan was automatically renewed, and again set up for a yearly payment plan. I called several times to have the plan changed to a monthly payment plan, and no one seems to want to change it. I am unable to pay the full yearly payment amount and I expressed that to several agents. I keep getting routed to their outsourcing call centers which seem to be out of the US, because the accents are very strong, and they do not understand what is being requested.

I was finally able to speak with someone in US in their escalation department, and this agent guaranteed my plan would be changed to a monthly payment plan, and it never was! During our call she hung up while helping me, and emailed stating it was changed to a monthly payment plan. Still, until this very day, my plan is still on a yearly payment plan, and I cannot afford to pay the plan out in full! I have other responsibilities in my home that comes first like my mortgage! I cannot seem to get this resolved, and was told by the agent to just divide the full amount into 12 months and just pay that amount. I did that, and still keep getting late notices, and harassing phone calls to pay the balance in full! I never requested a yearly payment plan, and never requested to renew for a matter of fact!! Due to this same issue that happened last year, and again this year!!!!

My refrigerator is having issues, and I can't put in a claim, because my account is showing overdue, and I can't change the plan to monthly because no one will help me! I have asked to cancel my plan, and they won't do that either! AHS thinks they will have the right to send my acct to collections, and put it on my credit report to tey and harm my credit, but I will sue!! This is the worst company to ever to do business with, and I regret the day I was introduced to AHS! This company needs to be shut down for fraud, and running scams on their customers! And they hire people who don't speak English, so they can intentionally mess up your acct! Garbage company with no business ethics at all!!!!

AHS and their contractor claimed the core repair was covered, but demanded a modification fee that exceeded the entire cost of the part and labor as quoted by a third party. This undisclosed, exorbitant fee is a clear scam to negate policy coverage. Furthermore, the alternative "cash-out" option offered by AHS was a mere $500. I am rejecting this outrageous scheme and investing my money with a reputable local contractor instead. AHS has wasted 8 hours of my time, but they will not waste my money. This is a clear case of bait-and-switch deception.

I started with American Home Shield a few months back after I saw a flyer in the mail with Southwest Airlines. This was my first claim, so I looked up the contractor that was sent here. I also looked at the company he referred to me. And they have 1 or 4 stars on Yelp. So, it's not a very high-rated company that is being sent over, which I was not pleased about. Other than that, American Home Shield's price is fair. Also, the warranty should be good if anything happens. Hopefully, it truly covers it.

Here’s how the scam works:You pay every month faithfully. Then when something actually breaks, they send a technician weeks later — sometimes OVER A MONTH later. After the visit, the technician sends a report to AHS, and then you wait another week or two while they “review” the claim… only for them to deny it almost every single time using the same scripted excuse:“Not normal wear and tear.”

Convenient, right? So after years of payments, service fees, waiting, and inconvenience, they find every possible loophole NOT to help you. What exactly are customers paying for? And the lies never stop. When I signed up, I was promised a $100 referral reward for referring friends. I never received a single dollar. I called multiple times, wasted more hours on the phone, and kept hearing the same fake promises:“We submitted the request.”“Someone will contact you within 24–48 hours.” Nobody EVER calls back.

Their customer service is beyond terrible. Representatives transfer you endlessly, put you on hold for HOURS, disconnect calls, pretend they cannot help, or simply refuse to resolve anything. It honestly feels designed to wear customers down until they give up. But the worst part?Trying to CANCEL this nightmare. It took me 23 DAYS of nonstop stressful calls just to cancel my policy. Twenty-three days. Yesterday alone I spent FOUR HOURS on the phone practically begging them to process the cancellation and send me a confirmation email. And , of course,  you CANT cancel it online . No customer should ever have to fight this hard just to leave a company.

This company has mastered one thing:Taking customers’ money while avoiding responsibility at all costs. If you are considering signing up with American Home Shield — DON’T. Read the reviews first. Learn from other people’s experiences. Save yourself the financial loss, stress, wasted time, and emotional exhaustion. I would NEVER recommend this company to anyone.