American Home Shield

Name: American Home Shield
Rating: 4.0

4.0

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19,877 User Reviews

6.8

Overall Score

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4.0

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19,877 User Reviews

6.8

Overall Score

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Pros

Cons

Bottom Line

Reviews

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Company Details

Number of Plans

Service Fee

Starting at

$75

Contract Options Available

Annual

Home Inspection Required

Time in Business

55 Years

Company Headquarters

150 Peabody Place, Suite 300 Memphis, TN 38103

Number of Reviews 19,877

info Source of Information

Author: Kalicia Bateman

LAST UPDATED: January 18th, 2023

American Home Shield® is the founder of the home warranty industry and is one of the market leaders with over 1.7 million customers. Beginning in 1971, the company's goal has always been to protect homeowners from high, unexpected home repair costs. American Home Shield is affiliated with the home service company Frontdoor.

With its extensive experience in the home warranty business, American Home Shield is a trusted name compared to other service providers in the industry. American Home Shield offers a variety of warranty plans, including a build-your-own plan that allows customers to select the individual systems and appliances they'd like coverage for.

Read American Home Shield reviews below as well as the pros and cons of the company.

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Pros

Time in Business
Discount Programs
Three Flexible Plans
Electronics Plan
Multiple Fee Options
Upfront Contract Information
No Home Inspection
Discounted Air Filters
Sample Service Contract
American Home Shield Reviews

Time in Business

American Home Shield has more than 45 years of experience and became the industry founder when it created home warranties back in 1971. American Home Shield now has more than 1.7 million customers and is one of the largest warranty companies in the industry. Being in business for so long is a good indicator that American Home Shield is equipped to give its customers what they want in a home warranty company.

Discount Programs

In addition to its decades of home warranty experience, American Home Shield offers its customers many money-saving incentives, including its Appliance Discount Program. With this discount program, customers save money over MSRP and have Energy Star certified options. Customers can also benefit from American Home Shield's "Refer a Friend" program, which rewards customers with a $25 Amazon gift card for each friend referred. In addition, the company offers discounts on air filters.

Three Flexible Plans

American Home Shield offers a home systems plan, appliances plan, and a combo plan — these plans are known as the following: ShieldSilver™, ShieldGold™, and ShieldPlatinum™. A detailed of what each plan covers is as follows:

ShieldSilver™ Plan
Covers 14 major home systems:

Air conditioner
Heating units
Ductwork
Exhaust, vent, and attic fans
Breaker and fuse panel box
Doorbell and chimes
Interior electrical system
Ceiling fans
Garage door openers
Interior plumbing system
Toilets
Faucets and valves
Whirlpool tub motor and components
Water heaters

ShieldGold™ Plan
Covers all the systems included in the ShieldSilver™ Plan, as well as the following appliances:

Refrigerators
Ranges/cooktops
Ovens
Dishwashers
Built-in microwaves
Garbage disposal
Instant hot/cold water dispensers
WashersDryers

ShieldPlatinum™ Plan
Covers all systems included in the ShieldSilver™ and ShieldGold™ plans, as well as the following roof leak coverage:

Shingles, tiles, and shakes
Flat, non-metal roofing
Flashing
Underlayment

These plans will cover the majority of homeowner needs, but American Home Shield offers add-on coverage for household electronics, as well as pools and spas.

Electronics Plan

A unique coverage option provided by American Home Shield, offered by Allstate Protection Plans, is its electronics coverage plan, protecting any electronics in your home. Any new products that your purchase will be automatically covered, if eligible. Some eligible products include the following:

TVs
Home theater systems
Desktop/laptops
Tablets
Printers
Smart Home products
Headphones
Video game consoles (including controllers)

Electronics will be covered for mechanical and electrical failures due to normal wear and tear, as well as unprecedented events, such as a power surge.

Real Estate Plans

American Home Shield provides flexible coverage options for home buyers and sellers, allowing you to shop or sell confidently. The company provides the following plans:

ShieldEssential℠
Covers major home systems:

Heating and cooling
Electrical
Plumbing
Rekey service

ShieldPlus℠
Covers all systems included in the ShieldEssential℠, as well as the following major appliances:

Kitchen appliances
Laundry appliances

ShieldComplete℠
Covers all systems included in the ShieldEssential℠ and ShieldPlus℠ plans, as well as some added services:

Roof leak repair
One free rekey with no service fee
Unlimited refrigerant
Coverage for code violations, permits, and modifications

Each plan is backed by a 30-day workmanship guarantee and each includes special member offers. Real estate agents have the added benefit of the American Home Shield Partner Portal to easily track and manage client home warranty plans.

Multiple Fee Options

With American Home Shield, customers pay a trade service call fee for a professional to help them with their problem, then fix the system or appliance or replace it. The three options for this service fee are $75, $100, and $125, which gives customers flexibility in how much they pay each month for their plan coverage. The higher the trade service call fee, the lower the amount the customer will pay each month.

Upfront Contract Information

American Home Shield offers a sample contract on its website, making it easy for customers to get an idea of what the company offers. American Home Shield also states upfront that the company does not require a home inspection in order to purchase a warranty plan and will not limit coverage based on the age of any of your home systems or appliances, making it easier for customers to get warranty coverage.

This upfront contract information helps the customer decide early on if American Home Shield is a home warranty company that will work for their needs.

No Home Inspection

Unlike some home warranty providers, American Home Shield does not require a home inspection or maintenance records before using its services. The company also does not decline coverage based on the age of your systems and appliances. This is convenient for customers who want a simple home warranty process and don't want to worry about a home inspection process to discover what systems and appliances are covered and what ones aren't.

Discounted Air Filters

As part of your AHS customer perks, you can get up to 50 percent off retail prices on air conditioning and furnace filters. American Home Shield will also deliver the filters directly to your home. However, it is unclear whether or not you have to pay extra for delivery, so check with the company to be sure.

Sample Service Contract

American Home Shield has a sample contract available online. According to our research, a majority of 1-star reviews for the home warranty industry involve claim denials that are typically outlined in the contract, such as damage that is beyond the scope of normal wear and tear, damages covered by another warranty such as a manufacturer's warranty, and damages from not following building codes.

American Home Shield ensures that you can see the terms outlined in a sample contract and be aware of the offered coverage.

American Home Shield Reviews

Of the 19,000+ American Home Shield customer reviews on BestCompany.com, 71 percent of reviews are 4 or 5 stars. Satisfied customers frequently highlight the following from their experience with the company:

Timely responses and repairs
Extensive coverage for all home systems and appliances under on warranty
Amiable and knowledgable customer service representatives

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Cons

Customer Complaints
Lack of Monthly Pricing Information

Customer Complaints

Common customer complaints for American Home Shield range from rising warranty prices to bad customer service processes. There have also been complaints regarding the company's network of service technicians handling repairs, with some customers waiting days for a local technician only to have multiple faulty repairs. You can read American Home Shield reviews below to find out what else customers have to say about how they think American Home Shield warranty compares to other service providers.

Lack of Monthly Pricing Information

American Home Shield does not provide any information about monthly pricing on its website. Interested consumers are encouraged to obtain a quote from the company for more information on pricing.

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The Bottom Line

There is a lot of good to say about American Home Shield. The company has extensive experience in the home warranty industry and offers discount programs, extensive coverage of many home appliances and systems, and options when it comes to trade service call fees. Its plan customization makes it simple for customers to find the right home warranty for their needs.

Being the founder of the home warranty industry, American Home Shield has extensive experience to back up its name. Many warranty companies are not as experienced as AHS, and this may result in quality issues.

If you're interested in learning more about the American Home Shield warranty experience, such as customer service and claim response time, check out American Home Shield reviews below. The company may be the right provider for you to protect your home's systems and appliances against regular wear and tear and other common malfunctions.

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User Reviews

Star Rating

4.0

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19,877 Reviews

Review Breakdown

5 grade

59%

4 grade

12%

3 grade

2 grade

1 grade

15%

Sentiment Criteria

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Quality

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Service

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Verified Customer

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Mark Zygmontowicz

I have been overly challenged about covering issues at my house at every turn. Furhter, the fact that your call center is offshore - It was nearly impossible to have a coherent conversation with your customer service personnel. It seems as if the objective of customer service is to confuse and deny coverage. The fact that the conversation is almost impossible to have due to language barriers causes an extreeme amount of frustration. Horrible - horrible - horrible service and thus value. One rep completely misunderstood my service request and I was charged $500 for a single service request to have a tech inspect my furnaces. Furthermore, the tech company was ill prepared for the inspection - there was no scope used to inspect the heat exchangers but they used a CO meter - the service tech said that tow furnaces read over 300 parts per million of CO - which if true would have killed me a week earlier. This tech fully shut down two of my furnaces. What a joke.

4 years ago

Reply from American Home Shield

Hi Mark. Thank you for your feedback. I am sorry to hear that you were not pleased with the service you received. I would be happy to follow up with you to discuss this matter further.

Apr. 13th, 2022

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Verified Customer

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Terry Thompson

When calling in to speak with a American Home Shield Customer Service Rep, my experience is the rep does not communicate well at all has a hard time understanding the English language, has submitted two work orders incorrectly causing me to loose $150.00 dollars. When I called and spoke with a several customer service reps, and explained the work orders were entered incorrectly and I needed them to be corrected. They would not correct their mistake and I end up loosing the $150.00 due to their error. Customer Service and sending excellent qualified companies to your customers home is the key to making any business prosper. Your feed back would be greatly appreciated. Thank you

4 years ago

Reply from American Home Shield

Hi Terry, I hate to hear about the issues that you have experienced. I would be glad to speak with you to reach a resolution. Please provide your contract number.

Apr. 14th, 2022

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Verified Customer

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Julie Conrad

Laser I requested service for my microwave. AHS sent 2 companies. One came 3 times and did not fix it. It also broke a couple of pieces from the inside of the oven. The other company came twice and also broke a piece from inside the oven. i saw an electrical discharge when I turned the oven on I am afraid to operate the oven. I reported all this to AHS. They said that the last company told them the oven was working fine and decided not to service the oven any more. The first company refused to provide me with a receipt. I reported all this to AHS but they did not do anything about it.

4 years ago

Reply from American Home Shield

Hi Julie. Thank you for your feedback regarding the service for your microwave. I am sorry to hear that the issue has not been resolved. I would be happy to follow up with you to assist with this matter.

Apr. 13th, 2022

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Verified Customer

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Chris

So far been a horrible experience. Broken appliance they charged 100$ for a service call and it took 2 weeks to get someone out to look at the appliance. I told them its was going to have to be replaced as it wouldnt even turn on. I understand why they had to send a technician but it was an extra 2 weeks downtime plus cost. Sounds like any call requires this 100$ charge. The repair technician said appliance needed replaced. HS gave a credit based on the age of my broken device and directed me to thier own internal appliance shopping page. Thier prices were 200 to 300$ higher than buying directly from vendor or a shop like Lowes. This price supposedly included shipping, installation and removal. I decided to go ahead and use thier internal site for my replacement since I was brand new to area and didnt know any contractors. Took another 2 weeks to get this installation and shipping scheduled. Day comes for install, random van shows up with an unmarked box. Driver drops box off and leaves. They do not remove my broken appliance and also say they cannot install the new appliance. Call HSA to figure out what I'm supposed to do as the extra cost was supposed to cover the install and removal. I'm now 3 more weeks into trying to get HS to send out another installer and have had to contact them multiple times to try and get an update. DON'T WASTE YOUR MONEY ON THIS COMPANY. After paying 100$ for service call plus paying they extra 200$ on top of my device credit would have been better off buying directly from lowes and bypassing HSA warranty in its entirety. I'm almost 2 months into having a broken appliance with no installation date and zero follow up by HSA. Warranty cost me 450$ for a year definitely not worth it.

4 years ago

Reply from American Home Shield

Hi Chris. Thank you for taking time to let us know about your service experience. I hate to hear your appliance has not been installed. I would be happy to look into this issue further and follow up with you.

Apr. 13th, 2022

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Verified Customer

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Ericka Perez Olympia Heights, FL

I have had an issue with with my shower and faucet since January. I have spoken to various representatives and was told completely different things each time. First the claim was denied. Then the claim got approved and there will be 0 out of pocket cost. Then they told me contractor will contact me to schedule repair. Never heard from them. I call back asking for escalation dept and was able to speak to someone who told me dont worry i will resolve this and call you back. Never heard from them. I called back asking for a supervisor and they said it will take 24 hours. Finally the supervisor calls me and I cant understand him because of the strong accent. He says he will email the vendor to resolve this issue and that was almost 2 weeks ago.

4 years ago

Reply from American Home Shield

Hi Ericka. Thank you for taking time to let us know about service experience with the plumbing issue. I am sorry to hear no one followed up with you. I would be happy to speak with you to address this matter further.

Mar. 31st, 2022

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Verified Customer

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Clint Burnett San Marcos, TX

I have had a roof issue and a hot water heater issue reported to AHS since moving in. Neither of the contractors reported the work was covered under contract and I had to pay out of pocket for the repairs, the AHS did not cover anything. Their restrictions and customer services were poor. I tried to talk to a human in the "Authorization Department" that makes decisions on what is covered for each claim and was never able to speak with them. The AHS representatives I spoke with blamed the contractor on how they assessed the problem and the contractor claimed they were required by AHS to make that assessment. This is a backwards process and a wast of not only the 775$ yearly dues, but also another 150$( 75$ call out fee for both jobs) only to be denied. Horrible and will NOT recommend to anyone.

4 years ago

Reply from American Home Shield

Hi Clint. Thank you for your feedback. I am sorry to hear that you have not been pleased with your warranty coverage. I would be happy to speak with you to discuss this matter further.

Mar. 31st, 2022

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Verified Customer

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Deric Moir Scottsdale, AZ

Main Reason: Customer Service Reps - Sadly, it has become less stressful to just pay for equipment repairs out of pocket (even major costs), than it is to otherwise have to deal with AHS Customer Service. It is just too much work to deal with AHS, just to save a several hundred dollars on a repair. Here are some other reasons: 1. annual rate increases upon renewal instead of decreasing; no recognition of repeat loyal customers (i.e. no loyalty program in place) unless you call to complain. Even then, the best they can offer is still a rate much higher than they offer to new customers. 2. customer self-service /access via our online account has been restricted; the renewal notice does not allow customer to download a copy of the renewal contract or view the new rate until AFTER it renews at the new higher rate. Agents are seemingly told to advise customers this is not intentional, yet it happens systematically every year. 3. customer self service /control via online account has been restricted; auto-renewal is automated and now requires customer to manually call in to negotiate a new plan or cancel plan renewal. This a huge time-wasting and unpleasant experience.

4 years ago

Reply from American Home Shield

Hi Deric. Thank you for your feedback. I am sorry to hear that you have not been pleased with the service we have provided. I would be happy to speak with you to discuss your concerns further. Please provide your contract agreement number or property address so that I may locate your account.

Mar. 31st, 2022

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Verified Customer

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Toni Dieringer Alliance, OH

We had a refrigerator go bad in February and still have not received compensation. The company they used didn't call so I tried to call them before 4:00 and no one answered. It took 3 days just to get them to the house. He told us it needed a new compressor and AHS would contact me. I didn't hear from them so I contacted them and had to wait a few days for another tech to come out. He said it was too costly to repair so they said they would replace it with a comparable one. The old one had an ice maker but the amount we are getting doesn't include the ice maker. Then they say it will take up to 5 days to get the e-card.

4 years ago

Reply from American Home Shield

Hi Toni, I hate to hear about your unprofessional experience with American Home Shield. I would be glad to speak with you to address the issue.

Mar. 24th, 2022

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Verified Customer

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RedsR Santa Clara, UT

The company's they use do not complete the jobs assigned. AHS took a full month to change the company on my service request. Each time I called to report the company not completing the job, I was told I needed to wait 3 days for AHS to send my complaint to a higher level. It wasn't u til I threatened to leave the company that my service request was changed to another company. I placed the service request on 19 Jan. I was never contacted by the service company. I called the service company on 23 Jan to schedule service for 3 Feb. The service request was closed on 27 Jan before the technicians ever came to my home. On 3 Feb, the service technician never showed. I called them and was told they were running behind but would come to my home. Again they never showed. I called AHS to report them and was told the appt was rescheduled for 4 Feb. the company never told me about the rescheduling. I took off the very next day and the service technicians never showed. I called AHS and was told the service company rescheduled to the following Monday. Again the servicing company never called me about the rescheduling. I asked AHS to elevate the issue and was told it would take 3 days to elevate the issue. When the technician didnt show on Monday 7 Feb I again called AHS to report the company and to elevate the issue and was again told it would take 3 days to elevate. I repeatedly called AHS for resolution. It wasn't until around 17 Feb that AHS reassigned my service request to a new company. The new company came out and fixed the issue on 21 Feb. it should not have taken AHS this long to rectify the issue. Each time I was told since the initial company had marked the job complete then the job was complete, even though each time I told AHS the initial company never showed

4 years ago

Reply from American Home Shield

Hello RedsR. Thank you for taking time to let us know about your service experience. I do hate to hear that issue was not resolved until a month after you requested service. I would be happy to speak with you to discuss this matter further.

Mar. 14th, 2022

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Verified Customer

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Jayant Ranawat Canyon, TX

Generally I have a happy customer of yours for over 12 years. My latest experience is a great disappointment. You decided that my clients which is a double cooking center with microwave and regular baking oven needs to be replaced because the parts are no longer available. I spoke with a lovely woman named Laverne and she said that you would give me a check for $2194.14 to buy A new unit. I thanked her. I am a widow purchasing a major plans like this is a big hit for me. When I agreed to that amount of money, I didn't realize that this will cost at least another thousand more. I have called back your company three times. I spoke with a man named Dante, A woman named Catherine and a woman named Letitia. They were all very nice. They could not help me. But promised that a supervisor would call me for further discussion. That was several days ago. I'm finding that units are hard to come by in the size I need and this is definitely not enough money.That's why I would write you lol and I will not hesitate to share my bad experience with friends and conversation or Facebook or Instagram. This has been a very big disappointment to me in your company.

4 years ago

Reply from American Home Shield

Hi Jayant. Thank you for bringing your concerns to our attention. I am sorry to hear that you were not pleased with cash in lieu offer. I would be happy to look into the matter further and follow up with you.

Mar. 10th, 2022

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Verified Customer

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Matt K. Westerville, OH

I am extremely dissatisfied with my recent AHS experience. Our furnace stopped working this winter and we opened a service request with AHS. A technician from FROG PRO SERVICES was sent to our house and serviced the furnace. I should say that he was a scammer and not really a technician. He closed the service with AHS stating that he repaired the furnace and at the same time he told us that the furnace needs to be replaced and it is not safe to use it. However, he said he is not going to share that with AHS. Then he tried to scam us by saying that he has worked a deal with his AHS local rep and AHS is going to replace our furnace but our portion is going to cost around $6000 and the rest will be paid by AHS. We called AHS and explained the situation and we were told someone will follow up with us but we have not heard from AHS yet. It appears that AHS does not check their contractors and they do not really care either. The fact the contractor sent by AHS to our home was a scammer is appalling. We have voicemail and messages from contractor as evidence and can be provided if needed.

4 years ago

Reply from American Home Shield

Hi Matt. Thank you for letting us know about the service experience regarding your furnace. I am sorry to hear you feel the vendor tried to scam you. I would be happy to speak with you to discuss this matter further.

Mar. 14th, 2022

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Verified Customer

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DEE Covington, GA

I had a plumbing issue. AHS sent out a plumber who did not diagnose the problem correctly & apparently did not correct the problem as the same issue was there the next day. I contacted them again & was told that they would send a different plumber out & I would have ro pay for the service call again. Since I no longer trusted AHS I hired a plumber on my own who immediately diagnosed & took care of the issue. I no longer have any faith in AHS & will be cancelling my contract as it is clearly apparent that they are sending out contractors who are lazy & definitely not qualified/certified to perform the job. e

4 years ago

Reply from American Home Shield

Hi Dee. Thank you for your feedback. We do hate to hear that you have lost trust in AHS. I would be happy to follow up with you to discuss this matter further and assist with a resolution.

Mar. 14th, 2022

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Verified Customer

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Tara Scottsdale, AZ

1) Replacement parts installed in our toilet were not the style and brand of the manufacturer. Toilet internal style was changed from a canister (kohler) to a flapper flush. Consequently, the retrofit handle is quite loose and fashioned upward not horizontal. 2) The second problem involved replacing the diverter valve in a tub/shower. When the technician arrived the diverter valve leaked, but the tub spout next to the wall had no issues. During the repair, the tub spout next to the wall began leaking. We were required to pay an additional out of pocket $150 for pipe modifications that were not needed before the repair commenced. AHS would not allow us to speak to a supervisor during our call to address the issue. The supervisor's call came days later, after we were required to pay for completion of the project.

4 years ago

Reply from American Home Shield

Hi Tara. Thank you for your feedback. I am sorry to hear the plumbing problems were not resolved to your satisfaction. I would be happy to speak with you to address any unresolved issue.

Mar. 15th, 2022

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Verified Customer

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Vicki McMillan Carmel, CA

I opened a repair on January 30th.. my furnace failed. they assigned the repair to a company 2 hours away. They said they could come in 3-4 days. No heat. The repair guy comes diagnoses the problem as tge an igniter and needs to get the part. I do t hear from him . 3 days later he says he will come to repair in 2-3 days. I call an alternative hearing company to come repair the furnace. They come - and say it's NOT the igniter that there is a serious crack in the furnace and it's leaking carbon monoxide .I call the AHS provider they immediately come out and agree the furnace needs to be REPLACED. I don't hear from them I call AHS and Dobkins. IT HAS NOW BEEN 27 days with NO FURNACE.I have called AHS 12 times.. I have requested a buy out. Each day they say they will CALL ME AND EMAIL ME with the buyout number.I have NEVERHEARD FROM AHS. Tonight it is 28° and I have no idea when I will have a hear. I am disappointed I am aggravated I am frustrated and I am cold.

4 years ago

Reply from American Home Shield

Hi Vicki. Thank you for bringing this matter to our attention. I am sorry to hear you are still without your heat. I would be happy to follow up with you to assist with resolving the matter.

Mar. 4th, 2022

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Verified Customer

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Keith L. Davis Tooele, UT

The blower motor in the HVAC that was used to pump cool air through out the house went out in July w average daytime temps above 95 degrees. According to the AHS authorizations department they could not purchase parts for the central air because the motor needed was going to be installed in the furnace cavity. We were told that we had to wait until September before they would authorize the blower motor. We coordinated with AHS to go out of network to get the blower motor and have it installed. We provided every document AHS asked for in July, again in August, again in September before it was authorized then it took a threat to have their scam exposed on local television before we received our reimbursement of $830.00 in February 2022

4 years ago

Reply from American Home Shield

Hi Keith. Thank you for taking time to write a review. We do hate to hear you feel the warranty is a scam. I would be more than happy to follow up with you to address any unresolved issue.

Mar. 4th, 2022

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Verified Customer

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Ashwin Himat Nashville, TN

Coverage is terrible. Microwave became inoperable and was diagnosis was that it needed to be replaced. After taking all dimension info over the phone, they mentioned that they had stock of the MW. Later got an email stating that I can get reimbursed for the amount. Called them back stating that I want replacement, they stated that the trim kit is not available till May/June, and we cannot back order, etc. Then I checked the cost of the MW and trim at Home Depot, Kitchen Aid, and ABT, and the kit is available, but the total cost $600+$130+ lab ($150) = $780 vs AHS reimbursable amount of $655. So I will be paying $780-$655 = $125 more for this item. Hence $125+$100 (AHS claim deductible) i.e $250 if I had not gone through AHS. Why I am paying for AHS services if this is the case.replaced it myself more + $100 out ~ $100

4 years ago

Reply from American Home Shield

Hi Ashwin. Thank you for letting us know about your service experience with the microwave. I am sorry to hear that you were not pleased with the cash in lieu offer from AHS. I would be happy to look into this matter further and follow up with you.

Mar. 5th, 2022

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Verified Customer

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Alexis Barrett Decatur, GA

Have paid monthly for last 10 years and only had one service call on my garbage disposal which was replaced at no charge. I recently placed call for my water heater and the technicoannwas on my home for less than 5 minutes and advised I need a new water heater. After no word from AHS nor the contractor after several days, my call to assigned contractor revealed the company was "waiting for me to authorize a fee of $600 for "code upgrades" that no one had advised me of! Having been a customer of AHS for over 10 years making timely monthly payments, I feel this outrageous fee, which exceeds the cost of a new water tank, is obscene and unacceptable! A customer service rep advised she was waiving the $100 service call fee which would be credited to my account within 3 business days--which HAS NOT HAPPENED over 1 week later! I also accepted the $468 settlement offer for the cost of a new tank which has also not been received as of this writing. I have paid over $6,000 to AHS over 10 years and summarily reject the notion I should pay any outrageous fee to its contractor to replace an appliance in my home which I have paid for 20+times over! This is highway robbery in its worst form!

4 years ago

Reply from American Home Shield

Hi Alexis,
Thank you for bringing the unsatisfactory service experience to our attention. I would be glad to speak with you to assist with a resolution to the water heater.

Mar. 4th, 2022

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Verified Customer

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Terri Josten San Diego, CA

Getting the run around. Our toilet has been broken for a few months. Plumbers are the worst. One never showed up after I scheduled an appointment and had my daughter wait around half the day. The next came, fixed it and then it broke again a week later. Tried to reschedule only to be told after many tries since they rarely answer their phone, only to be told they are only in our area i the mornings when no one can be home. I've dealt with 4-5 different people from American Home Shield only to be told they have to contact the plumber we are assigned to before they can switch. I keep telling them the plumber doesn't answer the phone and now a week later still nothing has been done. I just want to scream and cancel with American Home Shield but we've put so much money in to this that I feel like I would be even more ripped off.

4 years ago

Reply from American Home Shield

Hi Terri Thank you for your feedback regarding the issue with your toilet. I am sorry to hear the problem has not been resolved. I would be happy to look into this matter further and follow up with you.

Feb. 18th, 2022

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Verified Customer

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Kathleen Wallis Sahuarita, AZ

I wish I could say something positive but I can't. Long story, but when we had to have our A/c worked on, it would have cost us $1500 out of pocket so we opted to replace. I was upset so I called to cancel and was told I would receive $700 which would have been the cost of the repair. When I never received it and called, I was told it would go to the A/C company. So I decided to cancel my policy and was told I would be charged 1 mo for cancelling early! We bickered on the phone and then I was told I'd have the rest of my contract for free. I really just wanted to cancel and was never able to!

4 years ago

Reply from American Home Shield

Hi Kathleen,
I hate to hear about your most recent AHS experience and the cost associated to have the AC repairs completed. I would be glad to speak with you to reach a resolution.

Jan. 18th, 2022

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Tyler Cincinnati, OH

The company is extremely slow about claims and refunds. My fridge went out and it took 2 months to get it repaired. The second claim was to put freon in a heat pump. The first company they dispatched never showed up and the second company was still charging $150 for Puron that wasn't covered by the company. I was charged a $100 service charge for both even though neither repair company made a visit to my house. It has been over a month since they promised to refund the service fees and I keep getting excuses about how backed up they are and it will be "processed within the week". Only its been 4 weeks and 4 times of them telling me this.

4 years ago

Reply from American Home Shield

Hi Tyler. Thank you for your feedback and for bringing your concerns to our attention. I am sorry to hear that you have not received your refunds. I would be happy to look into this issue further and follow up with you.

Jan. 12th, 2022

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Phyllis POLLNITZ

My heat pump stopped working and the 1st tech said I needed a part, while waiting on the part for 2 weeks, I had to call THEM to be told that I had to pay $1650 for this part! A second tech from another company came out and said, @No, you need a new Heat pump and I was also denied again! I called to cancel service after they took a payment and $100 service fee out of my account! Now, they have taken another monthly charge out after I've cancelled! Who wants to keep paying someone for nothing? I don't need you! You are a fraud and you have no concern for your members who have no heat in freezing temps, who are also seniors!

4 years ago Edited January 13, 2022

Reply from American Home Shield

Hi Phyllis,
I hate to hear about the issues that were experienced to have the heat pump repaired. I would be glad to speak with you to reach a resolution.

Jan. 14th, 2022

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Gail Eden Prairie, MN

Our policy states AHS covers the HVAC, but apparently it doesn't cover all of it. So they denied our claim. And the entire process with customer service was not good either. First they sent out a company that did not work on our particular problem. The next company could work on it and recommended a replacement as no parts were available. AHS denied the replacement but did not notify either the company or me. After I called they sent out another company for a second opinion. This company did not work on my type of unit, so AHS had to send out another company. Again, the claim was denied but AHS did not notify us. It's been almost 4 weeks from my initial call. AHS has been a waste of time and money.

4 years ago

Reply from American Home Shield

Hi Gail. Thank you for your feedback. I am sorry to hear that you were not pleased with your recent service experience. I would be happy to look into this matte further and follow up with you.

Dec. 21st, 2021

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Carrie Dixon Chicago, IL

Very frustrating! After paying for a contract, they send out substandard contractors & when the contractor is unable to remedy the problem, AHS attempts to deny the service/claim due to reasons that are not valid. They pay the contractor they chose who couldn't remedy the problem then penalize the customer when the inadequacy (& fault/problem) is with AHS's contractor. Being a customer for years, thinking you have a warranty to protect/assist is a crock-AHS has not demonstrated they care about their customers. I am currently researching other home warranties & plan to cancel my contract w/AHS. If I could rate zero (0) stars I would, but the options are 1-5 but truly my rating is zero (0) stars. Do better American Home Sheild!

4 years ago

Reply from American Home Shield

Hi Carrie. Thank you for your feedback. I do hate to hear that you are not finding the value in your warranty coverage. I would be happy to look into any unresolved issue and follow up with you.

Dec. 15th, 2021

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Fernando Sauceda Whittier, CA

At first the AC company came out and said there was no problem. Then the power went out on my thermistat again. I had you guys recall them and they did call once to let me know they could be at my house in 40 minutes. They never showed up, never called. I found out the fallowing Tuesday that they or someone cancelled the call. My heater still does not work. It is now 14 days since the recall and they have yet to contact me in anyway to make an appointment to fix the power issue to my thermostat. Your company American Home Shield tries to contact Right Tech Heating and Air and tell me to wait. All I do is wait and never hear back from your company or Right Tech. I am Very disappointed with this service over all.

4 years ago

Reply from American Home Shield

Hi Fernando. Thank you for bringing this issue to our attention. I am sorry to hear that the vendor did not return to address the issue with your thermostat. I would be happy to look into this issue and follow up with you.

Dec. 16th, 2021

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Jennifer Liescheidt Fullerton, CA

Is there any operations left here in the states? There's literally no way to talk to anyone who isn't a phone bank or work at home worker in the Philippines. There's no recourse for your mistakes and the wait times are interminable. I've had an open work request since 11/22 and 3 different technicians sent out, but no resolution or movement forward. WE HAVE NO KITCHEN SINK. Now your phone lines are down. There is no other way to contact AHS. Your company is inefficient and your employees are bound to a ridiculous set of "procedures" that make no sense and hinder anyone from making progress. If we didn't have a pool we would dump you immediately. I tried to leave a rating of zero, but your survey wouldn't even allow that. I could not be more frustrated with American Home Shield and your poor employees are at the mercy of 1000's of passed off customers. Joke.

4 years ago

Reply from American Home Shield

Hi Jennifer,
I hate to hear about your lack of service regarding your most recent experience to have the leak repaired. I would be glad to speak with you to reach a resolution.

Dec. 16th, 2021

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Eric Braden Lancaster, TX

I had a service call for my range oven. I informed the rep that my breaker was shutting off. AHS sent out a tech, the tech said I needed an electrician. Sunrize Electric came out and said I needed a new breaker and he would have to order one. He said he would contact me back, however he never did. I tried to contact Sunrize Electric for over a week with no response. Finally I called another Electrician and the breaker was repaired the same day. I then called AHS and spoke with a rep Jen#124918 who told ne I could not get a refund for the $100 service call. I asked to speak with a supervisor or manager and Jen said no supervisor or manager was available. I went without my range oven for over two weeks.

4 years ago

Reply from American Home Shield

Hi Eric. Thank you for bring this matter to our attention. I am sorry to hear the electrical company did not call you back to complete the job. I would be happy to speak with you further regarding this issue.

Nov. 17th, 2021

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Michael Adams Columbia, MD

They do not check out the reputation and reviews on the service companies that they arbitarily hire to do the service. They are terrible, inept and have terrible reviews on-line. I have had to pay for 3 different service calls for my fridge and it has been 4 weeks with out my fridge being repaired. My washer and dryer same thing with two repair calls for same issue over the past 2 months. As I type, I have no working washing machiene and no fridge/freezer. Terrible service and companies that they hire. Then AHS has a lenghty wait time to review your case , asking for a different service company. Like it is a scam.

4 years ago

Reply from American Home Shield

Hi Michael. Thank you for taking time to tell us about your service experiences with your appliances. I am sorry to hear that you are without your washer and refrigerator. I would be happy to speak with you to further address these issues.

Nov. 19th, 2021

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don ferguson Red Oak, TX

problem was not resolved,EJs repair sent a tech i am very diddapointed in the service i received,and i am requesting a full refund of my renewal,and also a refund for the deductable that i paid for the repair that was not done. cian out to repair my microwave oven that was suppose to en repaired but 2 days later still had the same problem. iIinformed AHS,and EJs repair that the problem still exist.l wasgiven an appointment for Monday between 12pm &4pm. The repairman didnt arrive until 5:30pm.he came in and told me to put a cup of water in the microwave and turn it on,after the microwave cut off he took too the cup of water out of the microwave and said ,its getting hot,i told him it never failed to get hot,the problem was that the microwave would randomly cut on and start heating,and the only way to stop it from running was to open the door.The repairman said it was not anything he could do,and left. The repairman arrived at my home at 5:30pm,he left my home at 5:34,which was recorded on my Ring doorbell camera.I AM VERY DISSAFIED ,because my microwave is dtill not functioning ,and I am paying for a warranty and deductiable for very

4 years ago

Reply from American Home Shield

Hi Don. Thank you for your feedback regarding your service experience for the microwave. I am sorry to hear that you are still having the same problem with it. I would be happy to speak you to further address this issue.

Nov. 10th, 2021

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Patricia Lynne White Norman, OK

I have used American Home Shield a few times in the past and felt the people/repair service sent to help me were professional and helpful. Friday, Oct. 15th, I called AHS as I noticed a slight gas odor in my garage and requested help. Sunday, Oct. 17th, Plumb Genius sent an employee to check my water heater and to help me find source of gas leak. After checking the water heater and in the attic, he did find there was gas in the attic but was unable to find the source. He said he would put in a high priority order and turned off the gas to my house. Monday, Oct. 18th, I called Plumb Genius about help. They said they would send someone to check for the leak on Friday, Oct. 22nd between 11:00-3:00. I took off work to meet them and after 3:30 PM I received a call from Plumb Genius that said they would not be able to come. They could come on Sunday, Oct. 24th between 8-12:00. On Sunday, Oct. 24th, at 11:30 AM they called and said they couldn't come until next week. My options were, Wed. Oct. 27th or Sat. Oct. 30 (Keep in mind that I was without heat or hot water since Oct. 17th.) I told them to cancel that order and that I would get my own plumber. Which I did. On Sunday, Oct. 24th, I called American Home Shield to express my frustration and asked for help. I guess there was nothing they could do, I honestly don't remember all the details of that conversation, but it was like what I am expressing here. To say that I was disappointed in AHS and Plumb Genius is an understatement. I'm sure that I saved AHS money since my repairs weren't completed by them and I had to cover the cost of my repairs as well as my yearly fee to American Home Shield. I don't call often, but when I do, I need help. I expected to get that help from American Home Shield and am disappointed.

4 years ago

Reply from American Home Shield

Hi Patricia. Thank you for taking time to let us know about your service experience with the plumbing issue. I am sorry to hear that problem was not taken care of. I would be happy to speak with you to address this matter further.

Nov. 10th, 2021

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Fran Laurel, MD

On August 27, 2021, I submitted a claim for my stove that wasn’t working. American assigned GE Appliances to the repair; however, the contractor informed me and his office that the part needed to fix my stove was no longer available per manufacture. He unplugged my gas stove . Since it was a gas stove I had to be careful when lighting the two burners. He also warned not to plug the stove into the electric socket. After numerous calls to American Homeshield and GE, my stove remains broken. Since August 27th I’ve had to use a match to light the one burner. There were times when I came close to burning myself in that I’m 70yrs old and my hands aren’t as steady as they were 20 yrs ago. On each call to American I was told someone from authorization would call me within 24-48 hours; however, I’ve not gotten any calls from American Homeshield. I’ve even emailed them but received not one reply to my calls nor emails. My grandson lives with me and I have to keep a close watch on him making sure he doesn’t burn himself or cause a fire . This is poor customer service. My contract with American indicates that if they can’t fix it then they will replace it. It’s been 2 months since my initial call for my GE Gas stove not working and to date it remains broken. American Homeshield is in direct violation of our contractual a agreement. I need my GE stove fixed or replaced as per our contract. American promised to do something that it’s failed to fulfill with my claim!! Unacceptable !!

4 years ago Edited November 1, 2021

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Dale Hall Oklahoma City, OK

hate to give them one star. Can I give them zero. After calling for the fourth time and spending hours on the phone, I'm still waiting for American Home Shield to mail me a copy of what they want to do about fixing my AC. At first they were going to email me something. Then they couldn't do that and it had been mailed. I would receive it in a few days. Still haven't received it and it's been about three weeks. Called again today, they put me on hold and the phone has been silent for the last hour. They want me to remain on the phone for a survey and then never come back with the survey. Received a request for this survey after an earlier call. No request now.

4 years ago Edited November 10, 2021

Reply from American Home Shield

Hi Dale. Thank you for taking time to let us know about the issue with your centra air. I am sorry to hear you are still without your air working. I would be happy to speak with you further regarding this matter.

Oct. 27th, 2021

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Royson Fernandes Concord, NC

I have had very good experiences with AHS until now. My dishwasher stopped working on Sep-8. AHS got me a technician right away who recommended that it be replaced. I received an email from AHS appliance replacement on 9/15 with a link to replacement models that I could pick. I selected a whirlpool model that I liked and I placed the order. I did not hear anything back for a week. I called AHS appliance delivery customer service and they checked and told me that the appliance would be delivered on 9/23 between 10am & 2pm EST by a company called JB Hunt. No one showed up on 9/23, so I called JB Hunt; they told me that the order had been cancelled by Whirlpool. So, I called AHS appliance delivery customer service again and they told me that the order was cancelled by whirlpool because it had incorrect services associated with it. The rep told me that he had placed a new order with the correct services and gave me a new date of 9/30. On 9/27, I called JB hunt to confirm the delivery date and they had no record of the order at all. So, I called AHS appliance delivery customer service again, this time I was told that the appliance model was not available yet and the delivery would be scheduled when it would be available and gave me an estimated date of 10/06. On 10/02, I received an email from Whirlpool saying that the appliance order could not be completed and to contact customer service. So I called Whirlpool customer service on 10/04, and told me that they could NOT process a delivery for installation by a company that is not a registered plumber in North Carolina. I called AHS appliance delivery customer service again on 10/05 and they checked with whirlpool and told me that the appliance will become available on 10/07 and whirlpool will contact me to schedule a delivery by Oct 13. I’m very frustrated by the delays here and the need for me to repeatedly call AHS appliance delivery customer service for updates. They blame the appliance model unavailability for the delay, but they did NOT tell me about that until I called twice.

5 years ago

Reply from American Home Shield

Good morning Royson,
I hate to hear about the delay in service that has been experienced to have the dishwasher repaired through AHS. I would be glad to speak with you to assist with a resolution.

Oct. 7th, 2021

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Marcellus Duckett Upper Marlboro, MD

My refrigerator broke on 9/17/21 and the part will not be here until 10/6/21. And the technician said it may or may not work. So my family of 4 has to eat out every day for each meal. There is no one to talk to, everyone is out the country i.e supervisors. This is a nightmare. I have ask for the cash option to buy a new refrigerator. I was told I would purchase a mini fridge up to $150.00 and upload the receipt for reimbursement. First there is no refrigerator with freezer that is under $150.00 and second why would I trust that I would get reimbursed in a timely manner. AHS should of anything for the delay send me a gift card or check value enough to buy a refrigerator. And someone should be telling me since it taking so long they would reimburse me for the $100.00, I paid for the technician. My experience has been horrible to the 10th degree and very disappointing with the company.

5 years ago

Reply from American Home Shield

Good morning Marcellus,
Thank you for making us aware of your most recent AHS experience and the delay in service that has occurred to have the refrigerator repaired. I would be glad to speak with you to reach a resolution.

Oct. 7th, 2021

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MBC Sarasota, FL

I have been a customer for many years. In the past response and service was superb and not only woukd I recommend AHS I personally referred people to them. In the past year AHS has dramatically changed, for the worst. When you call to file a claim you will get an agent outside the US (South America or the Philippines) who is working out of their home and is often difficult to understand. When you ask to be transferred to someone higher up you can’t but you are told your case will be escalated and you will received a call in 24-48hrs. Your call in NEVER returned (personal experience form 6 or more attempts ive made personally). You literally get worn out and give up (saving AHS from paying out anything). Numbers like customer service do exist if you can find it (seems it’s a secrete which no one will divulge). If and when you can find customer service they are also outside the USA and give you the same line that they will escalate your problem and you will receive a call back in 24-48 hrs. It NEVER HAPPENS. In short f you have a contract, and a problem which you file a claim for there is a 50/50 chance that it will be addressed. In general if you are fortunate to have your claim addressed the techs that are sent out are generally excellent though I have detected that sometimes it feels like they are discouraged from helping if your problem is more than a quick fix. Adding to the problem since you can’t find a customer complaint number to call the only other number you CAN FIND is sales which is handled by an extremely arrogant and rude individual whose sole purpose is to switch you from your existing policy to one of there needs policies which offer nothing particularly more compared to what you were paying less for with your old policy. The exception is the premium policy which of course costs more and promises more if you are fortunate to get service from AHS to start with. It feels like there is now new ownership who is not concerned about customer service but instead their profit and whatever is required to keep their bottom line more profitable. Corporate greed is immediately felt with every phone call made to them and the response they give you. I loved AHS and felt it was a godsend to owners of older homes. Now it’s become a fight every time you call with a request for service. I honestly do not expect this company with their current practices in place to remain in business much longer. My recommendation would be to prospective clients to speak with other people who are using AHS or have used AHS. Compare it to what others say about AHS’s competitors

5 years ago

Reply from American Home Shield

Hello MBC. Thank you for your feedback and for letting us know your concerns. I do hate to hear that you have not been pleased with the service you have received lately. I would be happy to speak with you to address any unresolved issue.

Oct. 6th, 2021

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Cal Stanley Tucson, AZ

I have called 5 times in the last 2 weeks. And now I’m being told that even though the installer cracked my stovetop upon installation American Home Shield will not replace it. I have asked to make a complaint twice and have never been called back or received an email. **UPDATE** Per the Escalation Dept and the Social Media Dept at American Home Shield. I am being told that American home Shield Warranty does not stand behind the sub-contractors they hire. Meaning if they do not install or fix something to your satisfaction that is just too bad. I was told to go to my home insurance company for compensation, because of a problem they created. This is totally amazing to me and I would tell everyone to steer clear of this company.

5 years ago Edited October 12, 2021

Reply from American Home Shield

Hi Cal. I am sorry to hear that your new cooktop has crack in it. I would be happy to speak with you further regarding this issue.

Sep. 29th, 2021

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Diana Hood Monroe, NC

March 24 2021 I contacted American Home Sh ield about my Frigidaire refrigerator. They assigned Atech Appliances to repair refrigerator. My refrigerator has not been repaired as today September 23 2021 . It will be 7 months tomorrow its horrible 😢 American Home Shield has been giving me the run around and Atech ignored calls for months. It doesn't take months for parts to come it . Finally a technical from Atech scheduled an appointment September 9 at that time he said he is not able to repair the refrigerator. Bill advised me a couple of days later he contacted the Authorization Department and Purchasing Department on September

5 years ago

Reply from American Home Shield

Hi Diana. Thank you for bring this matter to our attention. I am sorry to hear that the issue has not been resolved after several months. I would be happy to speak with you to assist with a resolution.

Sep. 29th, 2021

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KRISTY L WHELESS Mulberry, FL

so far not so good and I requested followup on A/C within timeline and you canceled it when I checked on it you ask me to pay $100. I WON'T BE REFERRING YOU TO ANYONE UNTIL THIS IS RESOLVED. YOUR 800 # IS HORRIBLE AND IN ANOTHER COUNTRY. THEY DO NOT PROVIDE CUSTOMER SERVICE UNLESS YOU PRESS THEM TO WORK ON IT AND THEY DO NOT FOLLOW THROUGH WITH WHAT THEY SAY. DO YOU HAVE A CALL CENTER IN USA AT ALL? ALSO MYSLEF AND THE PERSON THAT REFERRED ME HAVE NEVER EVER RECIEVED OUR REFERRAL VISA CARDS. IS THAT TOO A SCAM? TROY SINGLTON REFERRED ME FROM 2610 LAVON WAY ORLANDO FL. HE WAS TO GET VISA CARD FOR REFERRAL AND I WAS TO GET VISA CARD FOR JOINING - - - - WHAT A JOKE!

5 years ago

Reply from American Home Shield

Hi Kristyl. Thank you for your feedback regarding your service experience. I am sorry to hear the problem was not resolved to your satisfaction. I would be happy to speak with you to further address these issues.

Sep. 21st, 2021

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Megan Pease Bloomington, IN

First experience to rekey my house went smoothly. The second time, my dishwasher broke. I handled it over the phone, they charged me $100 and setup me up with a service company. The service company did not get a hold of me and everytime I called them it went straight to an automated message stating that the voicemail is not setup. I called customer service again they said that I have to cancel my service request. They'll refund me and I have to put another request in to charge companies. When I agreed the customer service agent said he can't do it because of his computer or something and gave me a number to call - it was the same customer service line. I called a second time. The person said they'll refund my money and I agreed to request the service online. When I went online to my account it wouldn't let me request service. I then called again and they said I have a 30day period where I cannot make a request. Meaning even though I signed up on my day of closing I get only 1 free request the first 30days and that I already used up my service request! I was quite upset and said that I want a copy of my contract because the link on my account does not work. They said they'll send one. They didn't. So, I haven't received my refund nor have I received a copy of my contract. Not to mention, when I call into the service center often times the accents are so thick its hard for me to understand them. Additionally, the customer service reps seem undertrained, not knowledgable, and incompetent.

5 years ago

Reply from American Home Shield

Hi Megan. Thank you for bringing your concerns with your recent service experience to our attention. I am sorry that you have not been able to get this issue resolved. I would be happy to speak with you to further address this matter.

Sep. 21st, 2021

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Joan McKinney McCalla, AL

We put in a claim AHS for our microwave that stopped working. We were told that it could not be fixed. We were sent an email to give us a choice of replacements for the microwave. I made a choice and sent the email back. We were told that Stephens Appliances was responsible for the new microwave. My husband has been trying for days to reach Stephens. He heard from the owner today. He said he had a heart attack and was still in the hospital, but that AHS was responsible for the new microwave. My husband talked with an AHS representative who told him that you had not received my email. My husband was assured that I would receive another email with the choices so we could decide on a new microwave. We are now over two weeks with this claim. I DID NOT RECEIVE THE PROMISED EMAIL TODAY, BUT I DID RECEIVE THIS REVIEW. I am not impressed to say the least. I expect service tomorrow and I want you to know that we do not see the merit of a home warranty with you. If we don't get service soon, I will drop an email to the Better Business Bureau and tell them how this claim has been handled.

5 years ago

Reply from American Home Shield

Hi Joan. Thank you for providing feedback regarding the service experience with your microwave. I am sorry to hear this issue has not been resolved. I would be happy to speak with you to assist with a resolution to this matter.

Sep. 21st, 2021

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Erin Collins Las Vegas, NV

Worst customer service I‚Äôve ever encountered with any product or service I‚Äôve ever purchased or owned. Cannot speak to anyone who isn‚Äôt an offshore rep who had no idea how to address specific issues. They read from an obvious script and lack the ability to deviate from it. I‚Äôve been repeatedly billed service call fees for the same issue that wasn‚Äôt resolved, been forced to work with incompetent contractors, including one from my blocked list (comprised one only 1 company). In that case I was told I had to call in every request for service to have any contractor assigned because AHS and their system is incapable of incorporating this blocked information. I was promised return calls within 24-48 hours, on 3 occasions in 2 weeks. I never received a return call. Rep refused to escalate my issue, claimed there was no supervisor that existed, despite prior rep saying there was an escalations team handling my issue just the day prior. Customer service doesn‚Äôt understand the subject matter of any issue. After explaining I would not continue to work with the assigned, blocked contractor who took 5 days to come to my home for a broken hot water heater, then failed to touch or diagnose it and left, closing the ticket, insisted they had to consult the same deficient contractor who I had already allowed to return and still did zero work. I said I won‚Äôt work with them and wanted a different contractor assigned so there was no need to involve the contractor who never did any work. I was told to pay a new $75 fee or I was stuck with the blocked contractor who refused to fix my hot water heater. I‚Äôd been without hot water for 8 days at that point. The rep called the contractor anyway, refused to assign a new contractor and said I had to allow the incompetent company to keep returning at their convenience regardless if they never did any work, because that‚Äôs who AHS assigned. Refused, adamantly, to allow me to elevate the issue stating no one supervised them and that I had no recourse. Beyond obnoxious behavior and the had the audacity to demand 5 star feedback! It‚Äôs bad enough my rate was increased a full 25%(!) with no notice whatsoever, I‚Äôm not getting nothing for my monthly fee of $103. Once I finish my open claim I‚Äôm cancelling because it‚Äôs far cheaper to just pay for these minor repairs. It‚Äôs certainly less stressful.

5 years ago

Reply from American Home Shield

Hi Erin. Thank you for your feedback and for expressing your concerns. I am sorry to hear that your issues were not resolved to your satisfaction. I would be happy to speak with you to discuss this matter further.

Sep. 22nd, 2021

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Danielle Northfield, OH

Still waiting on a call back from a ‚Äúsupervisor‚Äù from a month ago. We paid for a claim out of pocket (we waited over a week to have a contractor assigned, then they wouldn‚Äôt come to us bc we were too far. We needed ac repair, 90 degrees, we have 1 year old twins) and filed reimbursement. We have called 3 times. Each time we were told we would be contacted in 24 hours by supervisor. When we posted on AHS Facebook page, they commented on the post saying that they responded to us privately. They did. They told us to call customer service, where AGAIN we were told we would receive a call back within 24 hours. That was 3 weeks ago.

5 years ago

Reply from American Home Shield

Hi Danielle,
I hate to hear about your most recent American Home Shield experience. I would be glad to speak with you to assist and get the issues resolved.

Sep. 22nd, 2021

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No name Mableton, GA

AHS does not repair items and find loopholes in the contract that you did not receive to repair/replace the items. ASH milks you for surcharges to come to your home and the contractor does not look at all the requested items. Then you have to call AHS to submit a repair request foe yhe same item that was originally requested. AHS sends a renewal contract that was paid in full and hounded the homeowner for additional fees for 6 months before remediating the issues. There no Supervisor to speak with when needed. AHS employes agents who are unable to be understood because of their language accent. AHS takes up to 7 days to make a decision about repairs and then deny them. AHS does compensate the homeowner for their delays which result in a financial hardship

5 years ago

Reply from American Home Shield

Hello. Thank you for taking time to write a review of your service experiences. I am very sorry to hear that we have not met you expectations for service. I would be happy to speak with you to address any unresolved issue.

Sep. 22nd, 2021

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Beth Reno Las Vegas, NV

Customer service is bad. Most people do not speak English clear enough and don‚Äôt really try to help you . I asked to speak with management they denied me flat out. They had trouble understanding me and what I wanted. I had some appliance fixed and that went well. The tech and company they sent were great. It‚Äôs the scheduling issues. They are in the Philippines and they have a huge language barrier. A big company like AMERICAN Home shields should have better customer service. I still want to speak with a manger and would appreciate a call from one soon ! I‚Äôm glad you sent out this survey a big company like you needs to know what going on. I also have an issue with false advertising on an email you sent out. Please have some reach out to me. Your service could be so much better if someone from management knew the issues .

5 years ago

Reply from American Home Shield

Hi Beth,
Thank you for sharing your feedback and bringing your most recent AHS experience to our attention. I would be glad to speak with you about the customer service issues that have been experienced.

Sep. 23rd, 2021

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Pat Clements Redwood City, CA

They are inconsistent. Sometimes their contractors are very good...other times, they send out a low budget group that is not what one would expect. Further, it is the hidden/small print items that are not covered that kill you. Recently, I had an issue with my dishwasher. It started on December 11, 2021. It was a full month before they even were able assign somebody to come out and look at the dishwasher. Once they did, their subcontractor, over the course of 2 visits and 2 more weeks (they had to order a part) ultimately determined the dishwasher needed replacement...and he also did something to cause a leak that went all over my hardwood floors and cause some of the boards to warp...to which AHS has completely washed their hands of any liability for this. Not happy!!! Regarding replacing the dishwasher, we initially were given a list of replacement dishwashers, none of which met the specs of the high-end dishwasher we were replacing. So we decided to take the cash reimbursement which amounted to about 1/3 of the initial cost. Because we had personal obligations, too much time went by and that list "expired"...which was news to me. So I had to call AHS again to get the list reativated. The person that helped me looked at the reimbursement amount and stated that she felt the amount was way too low for a Miele dishwasher. Come to find out, the initial reimbursement cost was not based on a high-end dishwasher - rather something less. For example, AHS did not take into account our Miele had a stainless steel interior but rather priced it at a plastic interior. Long story short, the woman was able to increase our reimbursement by about $300 as well as give us some additional options to purchase. While I truly appreciated the help this agent gave us and the subsequent re-valuation, the fact of the matter is, had I not called, AHS would have short-changed me without me knowing!!! Again, not happy!!! So, here it is now nearly 3 months later and we are finally getting our dishwasher replaced with a somewhat comparable unit. Granted, the last month of this process was caused by our own delays, but from December 11, 2021 through early February, 2022, the delays were all on AHS and their inefficiencies. Between the numerous phone calls I had to make to AHS (at least 15 calls...and they NEVER initiated a call to me...even though I was promised more than once that they would call me back with an update), I probably spent upward of 10 hours just on the phone with their agents. Their follow-through stunk! The entire process was a cluster of errors. And the fact that I now have ruined floors that I will have to pay to get refinished because my AHS contract does not cover this "secondary damage" - even though their subcontractor caused it! - is just added frustration to the entire body of effort...or lack thereof! I will add that I even voiced my complaint to their CEO - only to be put in contact with his underling (probably and executive assistant) who was occasionally helpful, but in the end always reverted to what was in the contract, regardless of any possible extenuating circumstances. Needless to say, not a good experience and I would be very hesitant to recommend AHS to anyone!!! As of this writing, I still use them because there a few other things I need addressed...but once taken care of, I will look elsewhere for a home warranty!!!

5 years ago Edited March 9, 2022

Reply from American Home Shield

Hi Pat. Thank you for expressing your concerns regarding the vendors and your plan coverage. I would be happy to speak with you to address any unresolved issue.

Sep. 14th, 2021

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Patricia Wisehart Morristown, TN

Worse customer service experience. They lied, couldn't answer questions, would not allow us to talk to supervisor, and were never helpful. I had to wait and call for over three weeks to get a company assigned to us. The first person they assigned it to, hadn't worked for them in two years. It took them two weeks to get the person we requested (and initially diagnosed the problem) to be reassigned. The day he was supposed to come out, they said that it was no longer approved. It had been approved for three weeks. Then the day of the repair they no longer cover it. Worse company I have ever dealt with.

5 years ago

Reply from American Home Shield

Hi Patricia. I am sorry to hear that your service issue was not addressed to your satisfaction. I would be happy to speak with you to futher regarding this matter.

Sep. 13th, 2021

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Bennie Dupre Little Elm, TX

Our refrigerator stopped working on Thursday night, September 2nd, and I contacted AHS to request a service order. I contacted AmericanHome Shield on Friday morning, September 3rd, about the service order and let the customer service know that I had a medical emergency. We have an elderly parent leaving in our home that requires medication to be refrigerated. The call was dispatched to Axis Appliances. I received a call from Axis informing me that they would be able to service the refrigerator until Saturday, September 11th. I informed the contractor that the appointment would not be feasible do to the medical emergency. I requested that Axis book the appointment and that I would contact AHS to see if there was another contractor available for an earlier appointment. I spoke to another customer service associate with AHS and explained that Axis informed me that the appointment would not be until the 11th. A new contractor, NK Appliances, was dispatched and I was given a service date of Wednesday, September 8. I spoke to the contractor and scheduled the appointment. While we were discussing the issue with refrigerator and my concern about my mother-in-laws medications. The contract suggested that I contact AHS again and see if they could get someone earlier. I confirmed with the contractor that we still had an appointment on Wednesday, September 8th, before we finished our call. I contacted AHS again on the suggestion from NK Appliances about seeing if there was another contractor that could be dispatched. The customer service agent started to question me on why I needed to request a new contractor. I informed the customer service agent about the medical emergency. I was then told that I should have informed AHS the information on the original service call. I explained to the agent that I informed the two associates on the original calls that I needed to see if I could get service expedited due to an medical emergency and that information should be on the call notes. I was told that a dispatcher would call me within 4 hours when they had a contractor available. Before I ended the call I informed the customer service agent that I did not appreciate her line of questions and lack of customer service and requested a supervisor or manager to contact me. I did not receive a call from a dispatcher until the next day which was about 24 hours later. I was informed that they were not able to find service and that my option was to find a company to service the refrigerator. I explained that I would not be able to find a company to service us on a Saturday afternoon and added that Monday was a holiday. I was then informed that the appointment that I has scheduled with NK Appliances on Wednesday was cancelled so that the dispatcher could work the call. At this point I am furious with AHS because of the lack of professionalism. As I was talking to the dispatcher, I received a text message stating that my service order had been contracted with Axis Appliances again. I asked if he had contracted the service order to Axis. He told me no but since it was contracted with them that I would have to wait for Axis to contact me to see what they had available. I informed him that they had already been contacted and would not be able to service until the following Saturday. He started again that I would have to wait to hear from Axis on Tuesday to confirm the appointment. I received a call Tuesday morning from Axis and was told the exact same information from the original call that they were not able to service until Saturday, September 11th. I contacted AHS again and informed them about the service issue. I was told that she would need to confirm that Axis could not accept the service call and left me on hold. Once that customer service came back on the line. I think was told I was correct that they could not receive the service order and that they would need to contact another contractor. I was told that there were no contractors available and that dispatch would have to call me back. I asked again how long that would take. I was informed again that I should receive a call back with 4 hours. This was at 11:30 am. I did not get a call and decided to call back at 3:30. I was told that the service order was still pending and due to protocols that they could not contact dispatch until 4 had passed. I again asked to have a supervisor or manager. I was told that there were no supervisors or managers available and a request could be put in for them to call back. At the point of this email. I have not received a phone call back from dispatch, supervisor, or manager. I have received a text message stating the service order was assigned to a contractor but I have not received a call back from them. There has been no resolution to this service issue and I am seriously questioning if I need to keep my service with AHS.

5 years ago

Reply from American Home Shield

Hi Bennie. Thank you for expressing your concerns about the service you received. I can understand why it was so important to get your refrigerator working. I would be happy to speak with you further regarding this matter.

Sep. 14th, 2021

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emilio Reyes West Covina, CA

So far, makes me regret I signed up with them. Very quick to open a case and that's it, after that they take their time. I had an emergency, the circuit breakers were sparking and we had to shut the circuit breakers off .....no electricity in the house, stove is electric, refrigerator is electric, no lights....etc. 24 hours went by and could not get any help and as I called repeatedly, they would tell me we re working on it. After a while, they tell me go find a licensed contractor and instruct them they must call for approval before they do the work. So I get on the phone an called about 15 or more electricians and nobody is available, no wonder they dumped the task to find a contractor because they could not find one. Finally I got lucky and one tried to fit me between jobs. I ask them to call AHS and they went and took care of the problem. I sent them the bill and they replied they would not pay because there was no record of the call. So they took my $ 75.00 and refuse to reimburse me. That just one ba experience. I am still waiting for a plumbing repair for over 2 weeks.

5 years ago

Reply from American Home Shield

Hi Emilio. Thank you for your feedback regarding your service experience. I am sorry to hear that the problems have not been resolved. I would be happy to speak with you to address the matter further.

Aug. 27th, 2021

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Jordan Jones Sharpsburg, GA

I could fill a novel with my experience with AHS. I have had several claims with them and most have been good, but the claim on my AC has been a nightmare. It has been over a month of 100+ degree temperatures since the claim was filed and my AC is still not fixed. The front-line call agents are nice, but not equipped to do the job. I had three promises of call backs from a supervisor and never received one. The way I was finally able to get someone to call me and to get things moving was to email the CEO at which point his executive escalations team got involved. The contractor was on hold with the AHS purchasing department for 4+ hours multiple times. They ordered the wrong parts and delayed the entire process unnecessarily.

5 years ago

Reply from American Home Shield

Hi Jordan. Thank you for letting us know about your service experience. I can see why it would be upsetting if the repairs for your air conditioning were delayed. I would be happy to speak with you to address any unresolved issue.

Aug. 25th, 2021

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Andrew Duck Phoenix, AZ

Our pool pump was leaking water badly. The person they sent said it had been fixed but no work had been done. This happened 3 times with the same company. Each time I called to complain but they would only send the same company, same tech out. After the third I insisted on a different company. Apparently they have to examine your case VERY, VERY CAREFULLY for what?? Fraud?? Who wants workers at their home for no reason during a pandemic? After many calls by me they finally assigned someone new. Unfortunately the second company was also inept. I ended up figuring it out and fixing it MYSELF. What's the point of even having AHS? Please tell me.

5 years ago

Reply from American Home Shield

Hi Andrew. Thank you for taking time to let us know about your service experience. I hate to hear that the issue was not resolved to your satisfaction. I would be happy to speak with you to further address the matter.

Aug. 25th, 2021

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Marla Sacco Bakersfield, CA

Terrible. You have to wait hours on the phone to get any help. The representatives live on a foreign island and don't speak good English. AHS doesn't want to fix or replace anything. I've had to make 3 complaints to BBB in 6 weeks as I have AHS on 4 of my properties. They ignored my AC for 4 months, didn't accept the first guys diagnosis and waited for another 3 months for the second opinion which were total opposites. Now I feel they should get a third opinion to see who's right. My washing machine and dryer can't get parts, been 4 months already and instead of replacing they only offer a cash out of $200 like you can buy anything with that. Had a bad experience with a substandard electric company in AZ, second guy made it right but took me writing BBB to get it fixed. The company is not what it used to be. Has gone downhill and I'm going to look for a better company to cover my home warranty.

5 years ago

Reply from American Home Shield

Hi Marla,
I hate to hear about your most recent AHS experience with the company that has serviced your AC system. I would be glad to speak with you to get the issues resolved.

Aug. 19th, 2021