American Home Shield Reviews

There were a couple times that we had some issues. I would call back and request for somebody else to come in and do what they needed to do because I didn't feel comfortable with them, and they didn't seem knowledgeable. At that time, my partner would stay there with them or talk to them, or come back and go, "No, you didn't do this. You skipped something.” That would be a call back to the company that was sent out, and back to AHS to go, “Hey, this person said they did this, and I went back and checked it, and they didn't.” One of us was always with the person that came in to service whatever we needed serviced.

The recent contractor just checked the unit. I was told when I first started with AHS to get my HVAC looked at every spring and every fall before summer and winter hits, and that's what I followed from what my dad told me. Unfortunately, we had somebody come out around the springtime, but that did not qualify to say that that was a spring tune-up. But it was because of the person that came out didn't know what they were doing.

They did not realize that the filter that went into the furnace is one of those removable, custom-made filters, and that you should vacuum it out first. I always had a vacuum cleaner that was down there because it was in all in the laundry room. But there was a Shop-Vac up there so they could suck that up quickly on both sides. And then they're supposed to go outside, spray it with a water hose and shake it out. You put it back into the HVAC unit, and the unit is turned on. And with the air coming the flow for it dries it out, and I would always go back down and double check it.

Unfortunately, in that time when that happened, it was off cycle at the time. I didn't get to do the regular spring one. So, when United Air Temp had to come back, but it’s trying to appease the Realtor that was helping the family get the house. They said, "You missed one.” I said, "Technically, no, we did not." They did what they were supposed to do, but the person didn't know what he was doing. I called back to AHS. I said, “I want somebody else back out here.” That was taken care of. They said, "We can send another one out at no cost where we're not gonna charge you for that fee.” That is what happened.

The refrigerator that we had was an LG. There was something with the compressor, but LG was aware of it. I called AHS because it stopped working. The only good thing about it at that time is we just had a massive snowstorm, and we still had a lot of snow on our deck and in our yard. We got out our water coolers and started packing that with the snow. We put everything frozen that we possibly could in there, and kept packing it because snow was still coming down. That was nothing that AHS could fix at the time because you couldn't even get into the subdivision. When that happened, we went about and just got our big coolers out and started packing everything in there. But they were able to get somebody within a reasonable amount of time.

Then it was the same day that he left that it was still leaking, and I called them back, and I said, "What's the deal? When is my air conditioning going to be repaired?" But they had already closed the claim with American Home Shield. I had to contact American Home Shield, which is always a nightmare. I've had a policy with American Home Shield since 1990-something. A very long time. When I first sent an email and then tried to get ahold of the chat function, I called their emergency contact line. The rep was very kind, but she said, "This isn't the number to get ahold of anybody. You have to call customer service." I was like, “Okay. Get me to who I need to talk to." She said, "I'm not allowed to do that."

It's like this great big hush-hush that you're not allowed to talk to anybody there. And you have to do it all through the portal. The portal doesn't allow you to do anything except pay another $100, and I wasn't going to do that. And I got a little crabby. So, they sent me to deal with a man. And he just abruptly cut me off every time I tried to explain to him where we were in the situation. That I'm medically fragile, and that's why I needed air conditioning. Finally, he sent me to somebody who would take the reorder. ServLegacy was the company that did the air conditioning and I asked them to come back out again. This was finally Friday afternoon.

Then my son had a huge heat-induced seizure on Saturday. It was bad. I contacted them on Monday morning, and I said, "Okay. What is the plan for getting somebody out here to fix the air conditioning?" I told them what happened. Finally, it dawned on them, "We have to do something." So, they got the air conditioning guy to come out on Tuesday late afternoon. They said that he'd be here between 3:00 and 8:00. I asked him to come as late as possible. He got here at 3:20. He was talking with my husband about what needed to happen.

The guy has no clue how to fix the air conditioner. He finally said, "We're gonna need to cut this off the condenser part of it and take it outside and power wash it, and then bring it back in and reattach it and re-weld it back together. And it'll cost you about $3,700." My husband said, "Okay. Yeah. So, why?" He said, “It might be dirty on the inside." My husband said, “How do you know if it's dirty on the inside?" He said, "Because you have dogs." My husband just looked at him and blinked, and he said, "Okay. I agree with you. It might be dirty on the inside because we have dogs, but how do you know exactly?" Then the guy left, and he left his little booties that covered his shoes on my driveway. And all I could do, because I was so pissed, was just take a picture of it, and say, "Okay. Maybe he has a colleague that he knows that is going to come and do the cleaning part for him. Maybe he just comes out and diagnoses things."

Then on the estimate for the repair, it was 3,700 and something. It said that they only cover 10 pounds of Freon, and that I would be responsible for the rest of it. I said, "I just put in $300 worth of Freon that has to be recaptured," because it can't be let off because we live in California. But now, I'm going to have to buy more Freon at a ridiculous price again, when it wasn't the problem of having Freon to begin with, because he misdiagnosed it. Also, on the first visit, he said that we needed to have an ultraviolet light in there in case any mold grows. It's raining five gallons of water a day. Of course, water and molds going to grow in there because it's wet.

We're looking at $4,500 so far. And what if that's not the problem? I could buy a whole new system for 4,000 more dollars. Then I just looked at the letter from American Home Shield that it's been denied. So I went and bought two portable air conditioners so that I could live.

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.

August 5, 2026: My AC was failing to cool below 85-88°F in College Station. I submitted an urgent request through my top-tier American Home Shield (AHS) warranty. AHS promised On Point would call within 24 hours. Nobody called. August 7: I had to chase them down. They told me they "don't like coming out to College Station because they are based in Houston." The earliest inspection they would offer was August 17—nearly two weeks later. August 17 (Inspection): The tech came out, looked at it, and left. It then took them 8 days just to log the paperwork into the AHS system so a repair could even be scheduled. August 31 (No-Show): The repair was booked for Monday, Aug 31, between 10 AM–12 PM. I took a full day off work to be home. They never showed up and rescheduled for Tuesday.

September 1 (The "Repair"): I took another half-day off work for a 10 AM–12 PM window. They text me saying they are late. I wait all day. They finally roll in at 3:00 PM. They claim to "fix" it and get paid by my warranty company. The Result? NOTHING CHANGED. My home is still blistering hot, the AC runs 24/7, and my electricity meter is spinning out of control, eating up 80–90 kWh a day for a small 3-bed, 2-bath house! September 2 (The Audacity): When I called back to report the AC was still broken, the representative hung up on me, claiming I was being "rude." I have been living in a Texas oven for a month—of course I am upset! Instead of fixing their botched repair, they logged a note attacking my character rather than addressing their incompetence.

The Blame Game: In their official report, they tried to blame "mud" for the issue. If mud was the root problem, why didn't the inspector say so on August 17? Why did they claim they "fixed" it on Sept 1 and take the warranty payout? MY TWO-FOLD WARNING TO ALL HOMEOWNERS: Check your Home Warranty provider before you buy: Ask them explicitly if they have local technicians in your immediate area. If they have to dispatch a company from Houston to College Station, you will be left waiting weeks in an emergency. Avoid On Point Contracting at all costs: They lack communication, their scheduling is a nightmare, they do not fix the root issue, and they will tone-police you and hang up when you call them out on their failures. Zero stars. Total scammers.

I also had American Home Shield before for my houses and when I request for service, they did it on the same day. I've had a good experience with them and their price is not too bad either, considering the price of the appliances. I pay a monthly fee and I pay them when the techs come out. Also, I called them a couple of times for stuff and haven't had a problem. The process is straightforward.

He said he had to go back and send the pictures over. He told American Home Shield that the main reason why my AC was leaking water was due to rats damaging it. American Home Shield called me back and said, “We're not covering anything ‘cause it's pest-related.” I was so irritated. I was without an AC for another week. And I have a kid at home in this temperature. I was so mad. It was so awful. I got my own AC guy to come look at everything. He had no idea what Orion was talking about. He saw a couple of chewed pipes, which were totally unrelated. And he fixed it in and out, 100 bucks, took 30 minutes. It was a clogged pipe. Orion was trying to charge me two Gs for this guy fixing it for 100 bucks.

I'm super irritated with American Home Shield. I need to call them and see if I can get a refund for all that or some compensation. It was so irritating to deal with all this headache when I just called my own guy. I had to wait for them to send that person out. It's always a headache with that company. It’s awful. Once with my pool heater, they sent a guy out. And the guy was saying some bogus crap. My pool guy was like, "The hell is he talking about? Get a second opinion.” So, I asked for a second opinion. And the next pool guy was like, "Oh, yeah. What the heck?”

The companies they send are pretty trash. They're pretty bad. I don't know if the people they send don't wanna do the job, so they sell it to American Home Shield. Then I get another person out there, and they crush it, no problem. That's a pattern I've seen. Then over the summer, I had a clogged drain. They sent a plumber who couldn't find the drainage catch because it was behind a cup or something under the sink. I had to get another plumber out there to do it, and they did it instantly. I don't know why they’re sending these people. It's wild. I would not recommend AHS to a friend at all.

I still never got a detailed breakdown. I asked two different times for a detailed breakdown of why I was being charged $500 for the repair. They told me it was because of the Freon that needed to be added in the system. So, I asked for an itemized breakdown of that receipt. I never got it. The fact that you pay for a service call, you pay for a monthly fee, and then you get hit for $500 just for Freon to put back in the system and whatever else they didn’t wanna cover. So, that was my biggest complaint, and the amount of time it took the repairs to be completed. It seems like every time I make a claim, it's never easy. It always requires follow-up and checking on things.

American Home Shield did credit me back as an accommodation to the appointment charge for that visit. So, that was the right thing for them to do, and ultimately, it got repaired. American Home Shield is not perfect, but if you're looking to have some kind of additional warranty for your home, there's not a lot that I'm aware of that's better out there. I've switched a couple of different times. But I ultimately was with American Home Shield and ended up coming back. The biggest benefit of having the service is that it is some kind of a safety net for large-scale problems at the house.

My first claim was for the dishwasher. The door dropped. There was no spring tension to hold it up. So, if you open it part way, it would fall right to the ground. When the guy came out, the spring was off on one side and he fixed that. He had the door to close right but the spring tension still wasn't enough. So, I called American Home Shield back, and they told me that the contractor said that the dishwasher was abused, and to further repair would cost me out of my pocket because of the abuse. I didn't even use it. So, I had some issues with that.

My oven claim went smooth as silk. The guy came out and looked at it. I told him what was wrong. He tried it and he said, "I know your igniter is bad." He told me he didn't want to make a second trip because it could be the igniter or the thermostat. So he went ahead and replaced both parts. I like that guy. He was being proactive. When he came out again, it was another service charge, but he fixed it. My wife used it all weekend. It was great.

The other problem I had was the air conditioning. It was 100 plus degrees out here. American Home Shield sent the guy out right away. He got up on the roof and checked out the whole unit. He didn't speak a lot of English. The thing was out completely. The thermostat's electronic, so it's not working at all. But he went over to the fuse box and he couldn't get the 70-amp breaker to reset. In his broken English, he said we needed to get an electrician out there. This was an electrical problem. The breaker is a fail-safe. The breaker blew because too much juice was sent to it.

We were out five days when the electrician came out. He was a real nice guy. I didn't get charged for that. He looked at the gauge wire, and it was the same thing I said. He looked at the gauge wire and at the breaker. He said that the breaker was too big for the wire. He said, "The first thing that's going to fail is the wire, and the wire can burn up first before it trips the breaker." It was the same thing that I said. So, he replaced the breaker.

About three days later, the contractor came out, went up on the roof, and said that the condenser is shot. I said, "Okay." The unit is 24 years old. He asked me, "Do you want to really replace that?" Home Shield said they were going to replace it because it was going to cost them $1,500. I told them that it didn't make sense to put that much money into an old unit that's going to fail again. Because then the next time it fails, there's something else wrong, I got to pay another $100. I told them that I didn't want to fix it.

I was told that warranty companies pay up to $5,000 towards an air conditioner. An air conditioner is 14 grand. What they're going to give me is the cost to replace that part, which is only $1,500 towards a new air conditioner. I said, "That don't make sense to me. But okay, fine." So, I had the contractor come out and put a new air conditioner in because I'm not going to deal with this breaking down again whenever something else decides to fail. We were 11 days without air conditioning in 110-degree weather. If I had any bad experience, that was it.

American Home Shield is so paperwork-heavy. Over the air conditioner thing, I must have gotten at least 12 emails. They sent me an email saying, "We're sending a technician out." But he's already been out. Why are they sending a technician out? It's like they're behind what's going on sometimes. So, I just delete the emails. I was so mad over this air conditioning thing that I wanted to get ahold of the corporate people and tell them that this is a bunch of crap. I had to go out and buy window air conditioners so I could survive and sleep at night. But you can't get ahold of anybody in corporate to complain about it because there are no numbers or address. So, it's almost like they don't want to be bothered to know how the operation is working.

When the second guy came out, he was soldering some stuff together, trying to make it work. The garage door went up and down a couple of times, but as soon as the guy left, it stopped working. I called him back, and he came back and said one piece was not a new piece, it was a used piece. The motherboard wasn't also new because he was having to solder some of the connections together 'cause he said it was an old board. American Home Shield approved the parts and he's coming back out here in the next couple of days to put these pieces back in. I don't know if there's something wrong with the motor that keeps blowing the transducer and I'm running out of patience. I guess the method that American Home Shield uses to wear you down. They just keep throwing band-aids at it to try to make it work, but they haven't paid to fix it yet.

When I set up the claim over the phone, it was a very relatively smooth transaction during the first time. The second time when I called back, they didn't want to commit to anything. I asked them why don't they replace it? It costs more money to send these guys out on repeated trips than taking care of it once and for all. But they were telling me to wait for the new pieces. Right now, we're not pleased with the whole process. I pay $200 a month then I pay another $100 for a deductible but they want to keep throwing parts and pieces at it.

I've been with American Home Shield for a long time and usually, I get stuff taken care of. But most times, I have to wait and wait and call them back and fight. This is just the very beginning of the garage door claim. If they come back and that part doesn't fix it, then I have to call back and talk to a manager, a supervisor, a claim specialist, and probably spend another couple of months fighting just to get my garage door fixed. I've done that with my refrigerators and stovetops.

Appliance Quietly Removed From Coverage After Renewal. At the time I renewed and paid for my plan, the washing machine was listed on the AHS dashboard as a covered appliance eligible for service. When I called to actually raise a dispatch, I was told the appliance "wasn't currently listed" and that they would "add it" before proceeding. I was never notified, before or at renewal, that this appliance was being excluded or would need to be re-added. Discovering a coverage change only at the point of filing a claim - after the plan has already been renewed and paid for - is not an oversight. It defeats the entire purpose of paying for a warranty, and raises a serious question of misrepresentation.

Conflicting Diagnostics from Low-Quality Contractors. A claim was submitted for a washing machine malfunction. The first contractor assigned, A Plus Appliance - a vendor with a documented history of poor reviews - gave my tenant one diagnosis on-site and reported a completely different one to AHS. Nobody at AHS caught the discrepancy - I had to intervene personally just to get movement. A second contractor, VP Appliance Inc, then confirmed on-site with my tenant that the washing machine needs a part replacement and is fully repairable. Clear. Documented. Verified.

Stalling After a Confirmed Diagnosis. Since that confirmed diagnosis, no action has been taken. AHS disabled the ability to open service requests online. I have called three separate times and received the same scripted "24-48 hours for review" every time. It has now been 2-3 weeks with zero resolution, zero written update, and zero accountability.

A Documented Pattern, Not an Isolated Incident. This is not a one-off. It is a pattern: payments collected without fail, an appliance quietly dropped from coverage after renewal without disclosure, contradictory diagnostics from a low-quality contractor that went unchecked, extreme and unexplained delays, and a company that appears to rely on stall tactics rather than honoring what customers have already paid for. At this point, nothing communicated by AHS can be taken at face value without independent verification and written confirmation.

Filed and Escalated. Every call, technician statement, and timeline in this claim has been logged and documented. Do not trust this company with your coverage.

#AmericanHomeShield #AHS #HomeWarrantyScam #BadFaithClaims #ZeroTrust #ConsumerProtection #BBBComplaint #AvoidAHS #HomeWarrantyFail #CustomerServiceFail

They came out, inspected the situation and made the repairs that day on site. To this day, the house has been cool. They did a terrific job and got it working. However, after it was all done, I kept getting text messages from American Home Shield telling me my claim has been closed. I would have liked a little bit more understanding of what was closed, even though I knew my air conditioning was fixed. But otherwise, I would use them again. Having American Home Shield, there's low hassle and good coverage. It might take a couple of extra days because it's a warranty, but they get it fixed.

I would not recommend American Home Shield because they only fix one situation. If a professional technician is telling you that you have another situation, AHS should fix that as well. But it's going to be out of my pocket. If there are problems and situations that need to be fixed, they should be fixed. That's what I'm paying a monthly expense for. American Home Shield finds any reason not to cover something. And the monthly amount keeps going up every year.

When I called, the wait time was over 30 minutes. I didn't speak to American Home Shield regarding my claim. If I had questions about the service, it prompted me to go online and look at the situation. Sometimes you don't want to do things online. The website is okay and it’s simple. But they should have some type of one-on-one customer service. You want a one-on-one conversation. It should be like the old days when there's actual customer service, no AI or anybody you're communicating with. They should have somebody present for communication.

American Home Shield paid for a lot of things. So, if the toilet was broken, the other warranty would repair it, and that was it. But with Home Shield, they'll replace the toilet. But then I have to pay $425 for them to install it. They came out recently a few times for the toilet. I didn't have to pay for the piping, but they were only the things you screw. like the things you turn the water on and off with. So, I had to replace three of those. That one was fine. I didn't pay for anything. But then I had to have them come do a unclogging of my sink, and that was $425. They had to come out a couple of times. What I was upset about is just the first person. I don't think he did his due diligence to really get it out. Whoever came out and went through the spot were able to do it in five minutes. He didn't put enough much effort to just unclog it. I wound up paying $425 for them to come and unclog it from the roof.

May heating and air says the best way would be to have the company replace my unit as replacement parts are not readily available, but AHS does not see it that way, they prefer to have their long time customers dealing with unreliable contractors and without services. The company even updated the status of my service as COMPLETED, AHS issues another dispatch and they canceled again. They want to show the work is completed so it does not reflect the real wait time. After this is resolved, I am seriously considering my options about AHS. I have spoken to anyone who will listen about this issue as I feel the wait period is too long.

Overall, I'm not dissatisfied with AHS per se. The only problem I have is with this house insurance that every time somebody comes to look at anything, it's $125 plus tax. The other thing is that there's going to be a $1,000 deductible for work that needs to be done. So, it's a little bit worrisome that every time I call, I have to pay, then there's a deductible of $1,000 every time. So, I decided not to go with them for the HVAC at this time. I'm also getting new windows, a new roof, and a new kitchen. So, with everything being new, I might consider canceling the home insurance. Like with any other insurance, there's a lot of small print.

On August 24, we received notification that the technician was scheduled to return on August 26 between 10:00 a.m. and 2:00 p.m. We waited at home during the entire appointment window. However, the technician did not arrive, and we received no communication during the scheduled window. At approximately 4:50 p.m., the technician finally contacted us and explained that he had brought the wrong parts and therefore could not perform the repair that day. We were told that another appointment would need to be arranged. We subsequently received another appointment notification for August 28 between 10:00 a.m. and 2:00 p.m. The technician arrived shortly after 2:00 p.m. and, unfortunately, again discovered that he did not have the correct parts needed to complete the repair.

At that point, I expressed our frustration and asked that, in the future, the technician keep us informed in real time if there was going to be a delay or if the appointment could not be completed. We had rearranged our schedule and spent significant time waiting at home for both appointments. The technician responded that what had occurred was “not uncommon.”

We then contacted AHS to report our experience and to express our concern about the repeated failure to complete the scheduled repair and the lack of communication. We hoped that AHS would acknowledge the problem and take steps to improve the service and respect customers’ time. Unfortunately, our experience with the customer-service representative was also disappointing. Our call was disconnected/hung up without any meaningful response to our concerns.

Most concerning, on September 3, 2026, we checked the status of our claim because we had received no follow-up regarding the repair. To our surprise, the claim was shown as “COMPLETED,” even though the cooktop problem had not been repaired and the required parts had apparently still not been properly provided to the technician. This was our first experience using American Home Shield, and unfortunately it has been a very disappointing one. Our concern is not simply that a repair was delayed. It is the combination of:

* Most importantly, the claim being marked “COMPLETED” even though the underlying problem remained unresolved.

We are sharing this experience so that other consumers can make an informed decision when considering a home-warranty service. We believe consumers should be able to expect accurate appointment management, timely communication, respect for their time, and—most importantly—accurate representation of whether a service claim has actually been completed.

We were noticing that we didn't have enough water towards the end of the night. Affordable Plumbing said, “Yeah, it's got to be that device, and we chalked it up to that.” I told them, “Okay. Well, I'm going to go ahead and contact my power company.” So, this was more of a complaint from my wife because she takes a nice hot bath every night right before bed. She said, “Listen, this device has been installed for four years. I've never had this issue. Something has changed.” I contacted the electric company and they came and looked at the box, and they said, “No, everything's working fine. There's nothing wrong with the box.” But my problem still exists. So, that caused Affordable Plumbing to come back out, and that was when we realized that I had a clogged valve. I had a valve on a fixture on top of the water heater that was clogged and old. They put a new valve on, and I put a new valve on the top of my water heater.

The tech did check my heating coils. My heating coils were good, and he verified my temperature was good. He did check the water temperature before we started and water temperature after we started to show that there was an increase. It's wild that before he started, the thermostat on the water heater was turned up. It was maxed out from when they installed it, and they have this device on top that lets cold water enter into your hot water, and it kind of dilutes it. That's supposed to make a 50-gallon tank equate to an 80-gallon tank. I don't know the whole logistics, but it was something they recommended, so they did it. The tech did replace a valve and lowered the temperature, and it's been working now. So, I'm good to go on it now. Everything seems to be back to normal.