American Home Shield Reviews

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

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

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

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

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

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

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

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

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

75% of the contractors are great, and then there's 20% of them that I would change. But overall, it's fine. I've had some delays that have taken too long, and then there have been two that have been completely unacceptable. American Home Shield's biggest problem is not being able to be flexible after they've assigned a contractor.

I've had two. One guy tried to have me actively defraud American Home Shield. He was going to pretend to fix something, and then have to come back and show that it was a bigger issue, and then give me a whole brand-new air conditioning system, but he was going to defraud American Home Shield out of a new air conditioning system when that wasn't necessary. And they didn't kick him off. And then, the other one was the most recent one and the most recent negative experience.

It was a company that fired its entire front office and replaced it with AI. I had an edge case where a technician came out and tried to order a part, but it wouldn't get delivered, and the AI wasn't able to handle that edge case. I couldn't contact a human being, and American Home Shield couldn't contact a human being. But rather than drop the contractor, they just kept them on the books, and I had to hire somebody out of pocket because it never got fixed. It's been three months, and it's still not fixed.

The other context that I think is important is that I live in a relatively rural area. I live in Harrisonburg, which has 50,000 people, and that's the largest city in a decent amount of space. I lived in Atlanta before, and I didn't have any complaints about American Home Shield, and that was because they had a bigger network to work with. Whereas the contractors that work on a national scale, who would partner with American Home Shield, don't have the same type of coverage in this sparsely populated area. So things take longer out here.

Then, there are mistakes or problems, and those things are compounded. For example, a guy fixed a faucet for me, and it was straightforward, but they didn't have the finish that I wanted on his truck. And it took a week for them to get back to me, not because they weren't diligent, but because the guy only comes to Harrisonburg once a week, because that's what his route dictates, and it's not in their interest to make a new route for me for a one-off $100 faucet. And that totally makes sense. But in Atlanta, that would never happen. They have their pick of the litter for contractors. Sometimes it takes longer for contractors to come because they have to find someone who's willing to come out here.

And I'm okay with that. It's a trade-off. What I tell my clients is, "You have to pay blood, sweat, and tears, but you're getting free stuff." So if that's a good trade for you, then they stand by it, and they do what they say in their contract, which I understand is not necessarily the case for these other such companies.

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.

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.

Three days later I received the call that my warranty does not cover the labor for the part to be installed and will cost me $798.00 to fix. I called this company and asked that why the labor is not covered now? They blew me off and would not answer my question. I paid $798.00 to the company to fix the problem. Later I found out that the part I needed was $9.00 and time to replace was 45 minutes. So I paid $898.00 for 45 minutes job with part of $9.00. After searching I found out that they with these shady contractors to fleece the consumers all the time. This company is committing fraud with the consumers.

My AC has been out since June and here we are nearing the end of August and all I keep getting is lip service but no repairs. My electricity bill was nearly $1000 because I have keep the upstairs unit running so I don't pass out in my house due to the extreme heat. I will warn anyone who will listen to find a different warranty company, I'm planning to take my service to someone else who can provide me with the service I'm paying for.

Within two weeks, the seals failed and the pump began leaking. Although the seals were replaced, the pump still does not operate properly. The RPMs are too low, it shuts off intermittently, and the pool is not skimming correctly. This has contributed to recurring algae, and I am paying my pool technician for additional chemicals and cleaning.

AHS has already sent contractors to inspect this problem multiple times. Instead of providing a proper permanent repair, they keep trying to send yet another company to “diagnose” an issue that has already been diagnosed. I declined the latest appointment because I see no point in repeatedly starting the process over while my pool continues to deteriorate.

I purchased a home warranty so that covered equipment would be repaired properly—not patched with an unsuitable replacement motor, followed by months of delays and repeated service calls. American Home Shield’s handling of this claim has been frustrating, costly and completely unacceptable. Based on this experience, I can no longer recommend American Home Shield to my clients or other homeowners.

Please think before using this company AHS. Lack of response and unable to convey through email. They love to stalk and never put anything in writing, slow and unresponsive. Spent 5 days waiting for a response or tech to show up, could have bought a new/used washer and installed it by now. Good luck using their app or actually talking to anyone that can help you. They hope you just pay monthly and fee, but not actually getting it resolved.

The contractors are still good and I am 90% satisfied. My most recent experience was a plumbing issue on my rental property. It turned out to be a small problem, but it’s fixed and it was good. My tenant said the repair went well and there was no problem. There are a couple of home insurance company here and there, and I would pick American Home Shield compared to other companies. American Home Shield has better service as well as better coverage.

I am displaced out of my house and I was promised that somebody would contact me on Monday 08/17/2026 and come out to repair my HVAC; however, I had to call and go through the automated messages to get a phone number of the service provider assigned, I called them myself, and was informed that no one had alerted them from AHS that I requested a work order. The vendor told me that they didn’t have anything available until Wednesday 08/19/2026. And also told me that the reason for the work order was because my AC was leaking, which is incorrect! My AC unit is completely down. It’s not running at all ..It’s not cooling. It’s not doing anything. I called again to be placed on hold for 50 minutes and then somebody came on the phone letting me know that they couldn’t find anybody else until the following Friday, which would be 21 August 2026.

At that Point I told him, "Why would you even bother to send somebody here on a Friday when I have already missed work. I’m displaced out of my house. I have to travel out of the country next week, and My AC unit repairs would probably be delayed over the weekend, and take place place until the following week." The agent did not offer any other options. Did not try to call another vendor this area that could come out sooner. I asked to speak with upper management and was told no one was available. No one even bothered to contact another vendor in this area after requesting it multiple times. Nobody offered even for me to be able to hire somebody on my end so I could be refunded for the repairs. There are so many vendors in this area where I live; however, they still keep going out to the Atlanta area and I don’t know what else they’re doing.

This is a lack of professionalism and consideration of the fact that it is hot in this home without AC now.

I have pets and kids in this home. We are completely displaced and nobody seems to care about contacting anybody out there or allow me to hire somebody and at least approve of their services so they can come and fix it right away. The only option that I was given was, "Will reduce your monthly due," which were raised without noticed from $58 to $78. I asked the person in the resolutions department (Benj) to possibly provide another contact for another vendor or at least make an effort to contact them and he said “oh there’s nothing I can do.” You’re going to have to wait until Wednesday or Friday.” Yes, of course that’s all they offer, because they don’t care all! All they want is your money up front for services not rendered.

I asked several times to cancel my services, because I was not going to pay for services every year where if I have some appliance breaking down, I have to wait weeks or months for repairs. The last time my appliance broke down. I had to wait months for somebody to come out and service my refrigerator. This is a ridiculous plan. They make false promises. I discourage anybody to obtain services from American Home Shield. I did not obtained services from them in a timely manner the past, and that’s very reason why I canceled. I was dumb enough to give him another opportunity and this time, because I was promised a lower monthly rate and services being improved. I’m canceling again for the last time.

I asked her to cancel my subscription with them; she said she would, but that same day I was charged another monthly fee. So they do absolutely nothing just to get a "handyman" for you, who also does not want to move the unit, but wants it moved when he gets there. Completely useless service. I don't know if it was bought, but I think this is a Chinese company acting as an American company.

The second company came out and it was a different experience. Great customer service. Great communication. Found the leak. He was only supposed to come out and diagnose. He found exactly what the problem was immediately. Didn't try to pressure us for extra services. They will come out tomorrow to finish it. There was a backorder on parts.

I'm dealing with a home inspection service call for a refrigerator, where they sent out a technician, and the technician reported that the fridge had a pre-existing condition. I disputed that since I had a home inspection done prior to purchasing the home, and the evaluated the refrigerator was in good working order. I submitted that to AHS. They turned around and said, "We can't override the technician's report, so we have to send a second company out." I'm going on two weeks without a working refrigerator because of AHS' vague policies. They should honor the policies and not have vague and obscure practices about what's covered and not.

American Home Shield has some obscure policies saying that you must perform a home inspection 90 days prior to purchasing a home warranty, which no one in the real estate or commercial marketplace does. Nobody does a home inspection three months prior to them closing on a house. You do that within the first month, or at least, less than a month before you close. So, to ask customers to have a home inspection 90 days prior to purchasing a home is like an impossibility to perform. The customers don't know that, and they're at the mercy of the contractors and the report that they submit to the home warranty company.

Most of the time, the contractors will say that there's a pre-existing condition which invalidates the claim, meaning the home warranty company won't repair it. The customers are left with no alternatives. They can ask for second opinions, which will cost them additional service fees, and even then, the second opinion may not warrant a different outcome. Therefore, the home warranty company doesn't have to fix anything. That's the biggest problem. And the customer service process is horrible. There's never a manager available. There's always some obscure escalation that doesn't result into anything, and claims go denied frivolously.

They tried to nickel and dime everything they can and they never wanna change anything that’s broken and they prefer to send a technician to consider work on the same piece of equipment multiple times you would think they’d be smart because it’s costing them more to send a tech. You would think they would try to work something out with me since I’ve been with him for 10 years and have even recommended two people and they have signed up but instead they said they will not be covering anything but still try to convince me to keep them so they can fix what nothing.

Being a consumer that works a full-time job outside of my home, I don't really know home repair things. Being able to call AHS and at least figure out the problem or even if they cover a big expense is very helpful instead of me having to shop around and find a person. As far as the contractors, I've had good ones, but I have had enough bad ones. One-third of the time, I get a really great one. One-third of the time, I get ones that are okay. They get the job done. Then one-third of the time, I get horrible ones. One time, my heat went out in the winter, and I called. So, that's another thing that sucks. Sometimes the contractors can't get out for days. I just called them. They just came to my house last Monday, but I had put in a service request the previous Monday.

In the midst of me trying to get the HVAC people out in the winter with my baby in the house, my aunt was telling me a HVAC guy could come over while I was waiting for the scheduled appointment. He wanted to charge me like 175 just to diagnose. I was like, "That's not gonna work, baby. Thanks.” So, I put up these space heaters.

I just had a leak in my house, and I put in a service request on May 19th. Nobody came out. The contractor lied and said he put it in their system that he had scheduled an appointment, been to my house, which he hadn't. Then when I contacted him, he said he tried to call me and I didn't answer, which is not true either. Anyway, he came out the next day. After maybe 15 days, he still hadn't put in a diagnostic. So, I kept calling them, and they said they were waiting for the diagnostic. I asked how long is that supposed to take or how long do they let them just sit on that. They said something about only the authorization team would know. When I run into issues like that, it really runs my gears. They just keep repeating the same thing, which isn't helpful.

American Home Shield in general has been great for us over the years because we've been with them so long. We have them on all of our properties. The process of getting a scheduled appointment is relatively easy because you can do it online. As before, you used to be waiting on hold, and you could be 45 minutes to an hour waiting on hold. So, the process is much nicer now. The thing that I did like was that at one point in time, they had landlord package type scenarios for people that had multiple properties like ourselves, and then that went away, which was an unfortunate thing. As an owner of multiple properties, there's a great benefit to being able to have a department that handles that.

We had a contractor that has claimed that they've corrected something to American Home Shield, stating that they replaced that hot water heater, but they did not. They went back to the house multiple times and told the tenant they were going to be going back. We have had more than one contractor, which we had specifically said, "We do not want them to service any of our properties." I can't believe that those companies had still been held with American Home Shield as contractors. So, I have to monitor when we do put in requests for some of the properties that I have to bypass. If I can't do it online, I have to call in and say, "I'm not utilizing this company. I need another company assigned." So, that's a frustration point for me. This is one of the things that American Home Shield should really listen to the clients when there is an issue, and they're having a particular contractor that is clearly doing a bad or an unethical job.

I asked AHS to review the $1,250 of charges as fully reasonable last Tuesday. I heard nothing...I am on a chat with AHS for an update on 8/12 for 35 minutes now (4:40pm)....The vendor sent me a list of charges that totaled ~$350 as best I could tell as the list has no '$' to denote a charge. Several checks confirm that the cost of the replacement for an under warranty system is about $1,200 to $1500. AHS is trying to approve a $200 charge for $16 screw on Locking Caps. Same tech that originally said no leak now says there is one, but did not do a leak check and wouldn't tell me the approx freon level now....

She also told me that if I had called earlier in the day, they might have been able to help me. I actually called around 3:00 (because the service representative told me the day before she would call me) but there was a one hour wait time and I opted to have them return my call. I was very frustrated with being blamed for not calling earlier and for AHS trying to make this MY mistake. This is an AHS PROBLEM. I pay them monthly, on time, and have for over eight years. I have never said, "I couldn't get the fee to you, sorry. Maybe tomorrow, maybe not. I don't really know when..." My job is to pay the fee. Their job is to provide the service. It's pretty simple. I'm sorry their contractor is not doing his job, but I pay them so I don't have this problem. At this point,with countless phone calls, they have said they have to wait until he contacts them to see what's going on. There is no date to try another option.

Two people in this home are over the age of 70 and one is diabetic and needs to keep medication refrigerated. We have no refrigeration, no food, no ice during August, and they are ignoring my repeated requests to resolve this. An ice chest is not sufficient to keep medication refrigerated. I need a refrigerator. My diabetic sister is having back surgery in two days and will be needing ice and food in the house. I'll be purchasing a new refrigerator, in spite of having a top tier plan with AHS, because AHS has not been able to resolve their problem and is making me deal with the consequences.

Moved in at the beginning of the year. No HVAC issues the ENTIRE time I was here with two elderly parents with dementia. It was actually freezing in here or just hot half the time because they their bodies didn't regulate their temps so it was always on automatic. Do not waste your time or money dealing with these crooks! I'm on the phone holding now to cancel this crap!

I called AHS again today, August 11, and instead of receiving a resolution, I was told to wait another day. I understand that repairs and authorization take time. What I do not understand is why a claim that has been open since July 29, involving a diagnosed compressor failure and extreme indoor temperatures, can go through an escalation process without anyone following up within the timeframe I was given. I am not asking for anything unreasonable. I am asking AHS to take ownership of the claim, contact me, and provide a clear path and timeline toward resolution instead of continuing to extend the waiting period. American Home Shield, please have someone with the authority to resolve this claim contact me.

We requested to speak to a supervisor; she stated the same thing. In addition, the supervisor refused to find the "recorded line" from when my husband inquired about all major appliances (at the time of purchase). And she refused to allow us to speak to a manager and kept repeating that the “trash compactor isn't an appliance.” DO NOT waste your money on purchasing any plan from this company, as they don't honor what they say they do. Who knows? One day, they may claim that a refrigerator isn’t an appliance!

I then requested for service. They had then sent a contractor because of my request. The contractor reported that the heaters needed to be replaced. They also suggested to upgrade my heater size to be larger so it would hold more capacity. In this case, upgrading the size was optional. They ended up denying my request for an upgrade. And they also denied my request to replace it as it is. Overall, this company is unreliable and cheats. I ask that nobody else sign up with this company for their own good.

American Home Shield's customer service was excellent. I first came in contact with the virtual assistant who led me through the process. Shortly thereafter, someone called and let me know who would be coming out to look at the air conditioning unit. That was like on a Friday. And on Monday, before 4 o'clock, Tribes Air Conditioning and Heating was here and solved a problem before 5:30. It really was painless. I had another company to come. And in 15 minutes, they were telling me I needed an entire unit, and even if I find someone with the SR22 coolant, it was gonna be like $1,000. It hit me that I have American Home Shield. I called them, and I was glad I did. I just don't like virtual assistants or this AI stuff, but it worked for my good when I called their customer service number.

When I reached out to AHS, they claim they have nothing in their system that shows they approved it originally and also keep telling me my request for a second opinion has been denied. When I explain they already approved and sent a vendor for the second opinion, all I get from them is that they stand by their decision. I cannot get anything from upper management either. They call continuously to say they stand behind their decision and will escalate my complaint. I have offered to provide proof, but they will not provide me with an email to send the proof to. The second contractor can also confirm everything. I will never use AHS or recommend them to anyone in the future.

Representative also stated as per policy, not responsible for lost or spoiled goods during repairs. I advise anyone looking to start a home warranty policy with this company to read the incredible fine print and between the lines in the policy agreement. As soon as the repair is completed, dropping American Home Shield company. I highly recommend getting a policy through Select Home Warranty. The company is rated 5 Stars for service and repairs. Considerably lower rates, service fees and live human beings answer the phone when calling. American home shield should be honestly named “Amazingly Horrible Service.”

Even more concerning has been the vagueness and inconsistency surrounding the claim decision itself. The explanation for why the claim was being denied evolved throughout the escalation. I repeatedly asked direct questions about the basis for the decision and how specific provisions of my warranty applied, yet getting a clear and straightforward explanation was remarkably difficult.

This situation involves a mini-split system installed less than two years ago by May Heating & Air, the contractor American Home Shield assigned to perform the replacement. The existing underground refrigerant line set was reused during that installation. When concerns were subsequently raised about the original installation and that line set, I specifically asked AHS how it determined whether the current problem was simply a coverage exclusion versus a potential workmanship issue involving May Heating & Air. I was ultimately told that American Home Shield does not investigate contractor workmanship after a repair or replacement because its contractors are independently licensed and insured.

That response was extremely disappointing. American Home Shield selected May Heating & Air and sent them to our home to perform the replacement. YET, when concerns arose less than two years later regarding that work, AHS essentially separated itself from responsibility for evaluating the workmanship and directed us back toward the contractor.

The communication between American Home Shield and May Heating & Air has been equally frustrating. AHS told me it spoke with May Heating & Air regarding the line set, but when I requested the technician’s report and documentation supporting the claim determination, AHS told me they did not have the physical report and that I needed to contact May Heating & Air myself to obtain it. So AHS was comfortable making a claim determination based on information provided by May Heating & Air, while I was left chasing May Heating & Air myself for the underlying documentation.

After weeks of emails, follow-ups and escalation to Executive Relations, I am left extremely disappointed not only with the outcome of the claim, but with the vague and evolving explanations, lack of transparency, missed follow-ups, and breakdown in communication between American Home Shield and May Heating & Air. A home warranty claim is stressful enough without customers having to chase multiple companies, act as the intermediary between a warranty company and its assigned contractor, decipher changing explanations, and repeatedly ask for the documentation and reasoning behind a decision.

I have now reached the point of filing formal consumer complaints because my repeated attempts to resolve this directly have not produced what I consider a satisfactory or transparent resolution. If you are considering American Home Shield, I strongly recommend researching not only AHS’s claims process but also customer experiences involving the contractors they assign. My experience with American Home Shield and May Heating & Air has left me with serious concerns about what happens when a customer questions work performed by an AHS-assigned contractor and then struggles to get either company to take ownership of resolving the issue.

I wish I had done considerably more research beforehand as there were numerous complaints not only about AHS, but American Home shield AND May Heating & Air together. I've essentially been paying money for the last few years and higher premiums with each increase to a company that you have to answer for yourself. I could've just saved that monthly premium to put to savings instead of dealing with this stress and nightmare of customer service.