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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Trustworthiness

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Verified Customer

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Daniel Fitzgerald Abington, PA

In November of 2021 a Plumber sent to my home by AHS added an additional charge of $400 to the repair that he performed. He claimed the additional cost was was authorized by AMH. After reviewing his invoice and comparing it to my contract with AHS I found that the $400 charge was in error. After several phone conversations with AHS about this issue I have been told that my case was referred to "The Escalation Department." It is currently over three month since I payed the $400 and I'm still waiting for a reimbursement. I've made numerous inquiries into the status of this issue and have gotten no response!

4 years ago

Reply from American Home Shield

Hi Daniel. Thank you for bring this matter to our attention. I am sorry to hear that no one followed up with you regarding your request for a reimbursement. I would be happy to look into this issue further and contact you.

Mar. 22nd, 2022

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Verified Customer

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Glossie M Carpenter Corona, CA

Concorde was sent out to fix the two burners in my oven. The guy was Unlicensed and had many complaints filed online. He did nothing. My garage door opener went out November 17, 2021. They have sent two guys for a total of five visits to my home. If the garage door is not opening and closing at the time that they get here they can't replace it because they don't see the problem. I paid $100 the first time it was not fixed. And I paid $100 a second time and it still is not fixed. The guy who came out for my dishwasher fix it in one visit he was excellent. They are a mediocre company at best. They monitor what the person can fix and cannot fix where is a reputable dealer that has come out that many times would have put a replace my garage door opener

4 years ago

Reply from American Home Shield

Hi Glossie. Thank you for taking time to let us know about your experience. I am sorry to hear that the issue with your garage door opener has not been resolved. I would be happy to follow up with you to discuss this matter further.

Mar. 22nd, 2022

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Verified Customer

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Patricia Paradise, TX

The contractor came out and found a wire at the back off, but my oven when I tried to use it still wasn't heating up like it was suppose to! With an oven thermometor I set the oven at 350 and the oven never got higher than 350. I called AHS back and told them and I had to do a video of the inside of my oven and show the serial number/model. I couldn't hardly understand the girl I was talking to and got very frustrated with everything I was having to do since I lost signal and had to start over again. I didn't have to do all this the first time I called and they sent out a contractor without any problems, so why did I have to do all this on my second call for the same oven and the same problem?

4 years ago

Reply from American Home Shield

Hi Patricia. Thank you for bringing your concern to our attention. We are sorry to hear about the problem you had with the virtual appointment. I would be happy to speak with you to discuss this issue further.

Mar. 14th, 2022

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Verified Customer

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Doug BIllingsly Woodbridge, VA

I recently renewed my contract and purchased the new Shield Platinum. The agent stated that EVERYTHING in my home was covered by this plan. I had two new repairs, one to fix the washer, the other was to fix the jacuzzi tub in the master bath. Washer fixed with no issue, good job. Jacuzzi tub was not covered under the plan and that was not resolved until the repair person showed up at my home and said I cannot fix this. Here is were it REALLY went side ways. They want me to pay the co-pay for the repair person which I am not willing to do and I am still in the process of chasing down that refund. Today, is ten business days and still not received. I will cancel my contract if this is not resolved and I have been a customer for five years. My other HUGE point of frustration is the call center. I find it extremely difficult to communicate with any of their employees.

4 years ago

Reply from American Home Shield

Hi Doug. Thank you for your feedback. I am sorry to hear your coverage was not explained better. 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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April Harrisburg, PA

Very poor communication, blame is put on the contractors when items are late when ordered even though American Home Shield completed the ordering, EXTREMELY difficult to speak to a supervisor and NOT at all helpful when I did, appointments were set up by American Home Shield for contractors to come to my house and I was NEVER informed and the times were during my work hours! I had to make all the phone calls and do all the leg work when a job took WAY longer than it should have due to the wrong parts being ordered and I sat and waited almost 3 weeks for a new hot water heater and was NEVER called once by a customer service rep. With an update!

4 years ago

Reply from American Home Shield

Hi April. Thank you for taking time to let us know about your experience. We do hate to hear that there was an issue with communication and scheduling. I would be happy to speak with you to address this matter further.

Feb. 10th, 2022

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Verified Customer

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Leslie owens Jacksonville, FL

I am not very happy. So my first experience was great but after that it was very bad. I had a blockage, called and got quick service no problem. 2 weeks later my dryer stopped so I called and it was going to be 3 weeks before they could send someone to fix it. So I paid out of pocket for the repair. It was only 130.00 so at that point I was still not bothered too much. But then I had a leak on Christmas Day and the nightmare started. My house was flooding due to a blockage I just bought the house and did not know where the shutoff valve was located. Called ahs and got hung up on without speaking to anyone. Finally got connected after trying again but no one came on the line. Could hear kids and yelling but no one spoke to me. Tried again and got someone, explained the situation. They said they would get someone and expedite. They assigned a company that was closed. Now my house is flooding and they want me to wait until the plumbing company opens Monday. So I call around and find an emergency plumber who comes out. And turns off the water and tells me what the problem is. A blocked line. My question is this what am I paying ahs for if I have to find my own service repair service and pay out of pocket for repairs 2 out of 3 times. My house was literally flooding from the blockage and had to hire my own emergency plumber. And I had to hire my own appliance technician.

4 years ago

Reply from American Home Shield

Hi Leslie. Thank you for bringing your concerns to our attention. We do hate to hear that you had to call your own vendors and pay out of pocket for the service. I would be happy to speak with you to address this issue further.

Jan. 12th, 2022

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Verified Customer

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Jennifer Harrison Tucson, AZ

They seem to cover the bare minimum. 2 recent claims A/C for the second year in a row had to be "repaired" and after paying an exorbitant amount for parts not covered by the "warranty" it went out again 2 weeks later. It is a HUGE fight to get AHS to do what they advertise "if we can't fix it, we'll replace it". Had an above ground plumbing issue they refused to repair because they considered it outside the foundation, per the rude, unprofessional, tattooed "tech" the company sent who took all of 30 seconds to provide "service". They were quick to deduct the service charge and flat out refused to refund it. When I called the company, the AHS service representative was clearly working from home, I heard roosters/chickens and other farm animals in the background. I received absolutely zero assistance other than "read the fine print again slowly with the customer service representative with a language barrier. My air conditioner is still inoperable after 2 years of paying to have the same issue fixed, the plumbing issue was paid for out of pocket due to the opinion of an unprofessional technician that apparently did not feel like being there. I have 2 policies with this company, and I truly feel I am not seeing value in my annual investment. I am looking for another warranty company that is true to their word and provides the service I am paying for.

4 years ago

Reply from American Home Shield

Hello Jennifer. Thank you for your feedback regarding your service experience. I do hate to hear that you feel you are not seeing the value in your home warranty coverage. I would be happy to speak with you regarding any unresolved issue.

Dec. 8th, 2021

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Verified Customer

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Steve Kuhn Beaumont, CA

Several attempts to get ac fixed , took over a week , 7days to get appointment . Finally scheduled tech , came out , lack of communication with tech , no call , had to call , shows up right at 1pm . Spends 20 min . Gets blower working , doesn't check or wait around to see if it's cooling . Had to call American Home Shield to report issues , took 3 days to finally beg for appointment , now another 7 days . American Home Shield or Right Tech care , just want monthly fee and $100 service charge . Every time i ask for supervisor nothing happens , same issue every time I have had repair done , there is no urgency . Took 3 months to fix oven . Had electrical issue and never resolved , even tried to report it ? No response , once my ac is fixed , will be revisiting if I continue my contract or look for another ,

4 years ago

Reply from American Home Shield

Hi Steve. Thank you for taking time to let us know about your concerns. I am sorry to hear the issue with your air conditioning has not been resolved. I would be happy to speak with you to further address this issue.

Nov. 17th, 2021

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Verified Customer

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LaShaunta Pugh Portsmouth, VA

With American Home Shield, we feel that there at times is no sense of urgency. Last year our furnace went out in the middle of winter. Our concern more than anything was our daughter who was 7 years old at the time. We called to request someone to come out to take a look at it. My husband called the first time and he spoke to someone who barely spoke English and he said he could hear chickens in the background. I called and was given an appointment a week to 2 weeks out. I called back several times begging for someone to come out sooner because it was literally freezing cold in the house. We had space heaters set up in every room. Our daughter slept in the bed with me while my husband slept in a spare bedroom with a space heater in each just so we could be warm. We ate in the bedrooms and could barely step out into the hallway without being fully dressed in a hoodie, sweatpants and a coat. No matter how many times we called to complain we were told everytime nothing could be scheduled sooner because that was the contractor's first available. I asked to have another contractor found and was told that was the first listing to pop up and that there was no way to search for another. It was a completely HORRIBLE situation! Because of this my husband and I discussed leaving this company and finding another. This will probably be our last year as customers of American Home Shield.

4 years ago

Reply from American Home Shield

Hi LaShaunta. Thank you for bring your concerns to our attention. I am sorry to hear that your issue with the furnace was not taken care of sooner. I would be happy to speak with you to address this issue further.

Nov. 10th, 2021

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Verified Customer

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Ali Riche Sugar Land, TX

AC problems- 1st technician reported evaporator is leaking and condenser is leaking, however his report did not mention condenser. 2nd opinion technician stated condenser is leaking and evaporator has blockage and need to be changed, however his company report didn't mention the evaporator- AHS is sticking to 2nd opinion report and refuse to have 3 way conference with technician, it is clear the contractor wants to make more money by doing 2 repairs and discharging R22 to environment by doing the work twice and causing customer to pay more money and putting AHS in position as not a responsible care company who cares for environment. another work order to repair washing machine is still open for 6 weeks, repair contractor made 3 visits and each time he claims more parts are needed, been washing our cloths outside the house for the last 5 weeks which is very disruptive specially with current covid 19 pandemic and the risk of contamination.

4 years ago

Reply from American Home Shield

Hi Ali. Thank you for your feedback regarding your service experiences with the ac and clothes washer. I am sorry to hear the problems have not been resolved. I would be happy to speak with you to address these issues further.

Nov. 10th, 2021

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Verified Customer

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Chloe Van Slyke Bothell, WA

If the work order is able to be taken care of by the AHS vendor on the first visit and the vendor is responsive on scheduling, then AHS is okay at best (AHS doesn't do a very good job of screening vendors). If return visits are needed or any other additional issue, refund, or service that requires speaking with AHS, the customer service line is atrocious and then we, the client, need to follow up with both AHS and the vendor for weeks to get anything done. Often, AHS does not have the relevant update from the vendor, and vice versa, and it takes weeks to get anything approved through AHS. Not worth the time and energy spent, in my opinion.

4 years ago

Reply from American Home Shield

Hi Chloe. We appreciate you letting us know about your repair experiences. I do hate to hear that you have not been pleased with the service you have received. I would be happy to speak with you to address your concerns further.

Nov. 2nd, 2021

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Verified Customer

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Tange Colunga Hemet, CA

I not impressed with the amount of time it has taken to get some of the repairs done. You give the impression that a repair will be done and someone will be out that day when it's an emergency. You don't. Also we sold our property and had to leave a repair request open because the vendor couldn't get the part. We were gone a month and the dryer was just repaired. The new owners decided they wanted the washer looked at too. They called AHS & put in a request on my contract that I didn't authorize. Then AHS charged my credit card for the repair request. That was fraud! I'm still considering pressing charges. I've since closed that contract and then your company is now charging me to cancel my contract...

4 years ago

Reply from American Home Shield

Hi Tange. I am very sorry to hear that you were not pleased with the service you received. I would be happy to speak with you to discuss your concerns further.

Oct. 26th, 2021

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Verified Customer

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Cynthia W Mabry Mobile, AL

My microwave/vent hood went out over a month ago! It took 6 days for anyone to call me from K & S Appliance so it was over a week before anyone came to the house to confirm it is broken!! I am not an idiot! I refused to let him come back so it was another week before someone from Mac's showed up but he refused to install my new one because he did not have a hammer drill to drill through the ceramic backsplash. I was given the name of Big Bill's Appliance Repair and called them immediately and scheduled for today. I was confirming my appointment for today before 1pm and was told by Angie that she called AHS last week to say she was unable to keep today's appointment because of illness in the family. This is understandable but why in the world did AHS not contact me!! I am not pleased at all with AHS!!!! When is this claim going to be taken care of????

4 years ago

Reply from American Home Shield

Hi Cynthia. Thank you for taking time to let us know that your microwave repair has not been completed. I would be happy to speak with you to assist with resolving this issue.

Oct. 26th, 2021

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Verified Customer

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STEVEN Carson, CA

It took six months to repair my leaky faucets after calling AHS at least eight times. Finally sending another plumber to do the simple repair of replacing the handles & stems. AHS was very helpful, but somehow couldn't resolve the repair within 1 or 2 weeks. AHS never contacted me to report the problem solved to this day nor has the plumber. But wants me to give a review of their service. It would be very businesslike to at least contact the owner of the property by either phone or email. Overall AHS seems very slow in resolving issues. I give AHS another try if I have another repair later on, other than that I was ready to replace AHS for another home warranty service.

4 years ago

Reply from American Home Shield

Hi Steven. Thank you for your feedback. I am sorry to hear how long it took to complete the plumbing repair. I would be happy to speak with you to address this issue further.

Oct. 26th, 2021

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Verified Customer

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Eric Phillips Dallas, TX

We had 2 service requests in the last few months since we started the service. The first request was fine, no issues. The second was requested on 9/28/2021 regarding our dryer. We had no contact from the contractor for a week. I tried calling them and the number always rings to a generic voicemail and the calls are never returned. I called AHS again and was told that they would change the contractor that day. It never has been changed. Finally I called yesterday and had AHS refund the service charge. I don't know what the problem is but this is not good for our second interaction with AHS. We were gifted a subscription that ends later this year an d we're already looking for alternatives.

5 years ago

Reply from American Home Shield

Hi Eric. Thank you for taking time to let us know about your service experience. I do hate to hear that the issue with your dryer has not been resolved. I would be happy to speak with you to further address this issue.

Oct. 20th, 2021

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Verified Customer

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Clay Emerich Fort Worth, TX

I have a microwave which needed repair. AHS was quick to send out a tech. The tech made the repair and the unit seemed to work fine. Then, 3-4 weeks later we encountered the same issues and called for a repair. I was charged an additional service to repair the same issue. The tech came out and replaced the part and the unit seemed to work fine. Two days later we called again for the same issue. The tech came out and installed the part but after testing the microwave found that it was still not working properly; i.e., this was a recurring issue. A new "higher quality" part was ordered. After 10 days the part arrived and was installed. However, after installing the "higher quality" part and testing the unit, the microwave continued with the exact same issue. AHS decided a complete new wiring harness should be ordered. The wire harness replacement idea was soon scratched and new unit was ordered. Unfortunately, it took AHS over six weeks of me not having a microwave, and multiple calls to AHS before the microwave was approved for replacement. I'm giving two stars for no other reason than it took 6+ weeks without a microwave before the replacement was approved, plus the fact that all communication regarding this issue was being driven by me (I NEVER one time received a call regarding the status of the repair), multiple rearranging of schedules in order for either my wife or I to be available for the tech, plus the fact this problem, overall, took a total of 10 weeks to finally resolve. Yes, they did finally agree to replace the microwave, but that's because they are contractually obligated to do so after so many attempts to fix the machine; so they get no stars for doing something they're contractually obligated to do. I don't give extra stars because I paid someone to change the oil in my car; it's what they're obligated to do. Finally, had the service company not told AHS the microwave was a fire hazard, in my opinion there's a 99% chance I would still not have a functional microwave AND we would be continuing down the road of exploratory repairs. For the record, the microwave was ordered today and I am still with a microwave. If history is any indication of how this will go, I expect to be without a microwave for another 2-3 weeks.

5 years ago

Reply from American Home Shield

Hi Clay. Thank you for your feedback. I am sorry to hear the issue with your microwave was not resolved to your satisfaction. I woud be happy to speak with you to address this matter further.

Oct. 6th, 2021

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Verified Customer

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Danyiel Louis Boca Raton, FL

So far it is poor to fair. Plumbing is suppose to covered however I was still charged for a strainer part for $75. Also initially they were going to charge me $75 to open the dry wall to access the pipe and $150 to close it up. Then I called AHS they said I have to pay for the strainer since that wasn't covered with my plumbing warranty. I feel that isn't fair and it seems like that should of been covered since it is all related to the plumbing. This was call was related to a leak in my bathtub. Currently, it was been two weeks waiting for them to close up the dry wall. I made 4 phone calls to get that appointment scheduled.

5 years ago

Reply from American Home Shield

Hi Danyie. Thank you for letting us know your concerns with your plumbing service. I am sorry to hear you are disappointed with the coverage. I would be happy to speak with you to further address this issue.

Sep. 21st, 2021

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Verified Customer

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Kelly Cannon Norling Fort Lauderdale, FL

Roller coaster ride. Continually charged for technicians who are incompetent but the same technicians/service company continuously sent to cure what they didn‚Äôt fix previously. Over a period of 2+years!! I took records, spoke to numerous customer service agents who definitely tried to help me but never offered refunds or any other kind of re-enforcement for not actually fixing issues diagnosed. I appreciate the $100 flat fee as a single mother and that I have access to quick call and the company is dispatched etc. please update your policies on repeat calls to same address for same service, as your 3rd party vendors are taking advantage of long time paying clients.

5 years ago

Reply from American Home Shield

Hi Kelly,
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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Verified Customer

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Janille McCall Orlando, FL

My dryer quit working. AHS sent tech who said it was a bad timer, probably, so he ordered one. When the part arrived he put it in...but the dryer still kicked off. Then pulled the plug and said the outlet was loose. ?? He never looked at the plug. After he left to talk to his boss, *I* looked at the plug and saw that one of the blades was burnt. I called AHS, told them the story and they said they'd discuss with tech and get back to me but they wouldn't refund my $100 and would probably charge another fee because it would be another issue. There was more but bottom line I hired another contractor who put in a power cord and the dryer has worked fine ever since.

5 years ago

Reply from American Home Shield

Hi Janille,
I hate to hear about your most recent experience to have the dryer repaired through AHS. I would be glad to speak with you to assist with a resolution.

Sep. 15th, 2021

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Verified Customer

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Stegall Richmond, TX

I have been trying to resolve a single service repair issue for a month. Every time I call, trying to get the issue resolved, I am on the phone for an hour or more going over the specifics with yet another associate. The last associate I spoke with told me that to completely repair some sheetrock, which was damaged during the repair, "was not covered" , when I had already been told that to repair damage caused by on of their service partners was covered. Also, when you are on the phone with an associate, there if so much noise (others on calls) in the background, it is very difficult to hear and understand whar they are saying. I would not recommend AHS at this time!

5 years ago

Reply from American Home Shield

Hi Stegall. I am sorry to hear that your service issues has not been resolved. Thank you for bring this to our attention. I would be happy to speak with to further address this matter.

Aug. 19th, 2021

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Ralph Roe Chula Vista, CA

I recently had a claim denied for my washing machine. Our washing machine displayed an error code mid-cycle. My wife turned off the washer and turned it back on. The error had cleared and she continued the cycle. I filed the claim that night. The repair company contacted us nearly 72 hours after our claim was filed and came the following Monday. She explained what happened to the technician from Affordable Services and Appliance Repair. I returned from work about five minutes after the technician arrived. He told us it was a bad bearing and departed our house about five minutes later and stated he had to submit his report. Two or three days later I received an email stating that the claim was denied because it was not normal wear and tear. The reason given is because my wife continued to use the washer - completed the cycle (used it after the error and leaking). I called AHS and was offered the chance to pay another $125 to another company who might write the report in a different way. Frustrated that the faulty seal or bearing was essentially blamed on us for completing the cycle doesn't seem right. The washer was full of water and clothes at that time. Since the error cleared, my wife completed that one cycle. After completing my call with the AHS service representative. I didn't think gambling with another $125 was wise and I used that money toward the purchase of a new washer. I called the repair company three times in the two days following the denial and left two voicemails. To date, almost three weeks ago, no one has returned my call. During the two weeks that we did not have a washer, we had to use a laundry service at a cost of $70. I also did much research on fixing this problem myself. Apparently a seal next to the inner and outer bearing began leaking which caused the bearing to fail prematurely. When I bought my warranty coverage, I was aware that a repair or replacement would be done at the discretion of AHS. I got neither. Needing a washer, we paid $939 for a similar washer to the one we had. Although I had one good (microwave) and one mediocre (refrigerator - took two visits and required us to put all our food in coolers twice) service previously, I can't justify spending $40 a month and then having to buy the appliance anyway. After two years of coverage, I am money ahead because of your warranty and thankful for that, but I am truly disappointed in the decision to deny this claim. Regardless of whether or not she completed the cycle, the repair would have been the same. I would like to be reimbursed for the washer ($939), or at least the cost of repair (local estimates indicate $500 - $600) for replacing the bearing. I was informed by Lou last night that this would be escalated and that I would receive a phone call today, but that did not happen. I know there are many home warranty companies and I chose AHS because you are one of the best.

5 years ago

Reply from American Home Shield

Hi Ralph. Thank you for expressing your concerns regarding the service work order for your clothes washer. I hate to hear the problem was not resolved to your satisfaction. I would be happy to look into this matter further and follow up with you.

Aug. 11th, 2021

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Alan D Benjamin Friendswood, TX

They deserve a 2.5 but I couldn't round down due to 3 instances in the last 6 months and 1 that is ongoing right now. Their company has gotten worse over the years while they keep charging me more and they look for reasons NOT to do work. So the current item I'm dealing with is a dryer that needs a new heating element. It's been over a month now and our family has no working dryer. After I called and asked them what the hold up was then did they say the part that was needed was just order. NOT 2 1/2 weeks ago when the repairman requested it. My family is the one that is sufferring once again so what do they care.

5 years ago

Reply from American Home Shield

Hi Alan. Thank you for your feedback regarding the issue with your dryer. I am sorry to hear this matter has caused such inconvenience for your family. I would be happy to speak with you to assist with a resolution.

Aug. 10th, 2021

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J. Suzette Amaya Las Vegas, NV

Every time I have to use my warranty, AHS sends out a company with poor customer service and poor quality work. The last time I used them I never got a call from the company that was supposed to come out to fix my garbage disposal, when I called AHS back to tell them I can't even get a hold of them, I asked them to send out a plumber, he couldn't even get a hold of them company to release my claim. He did transfer it to a plumbing company. And for the first time since we have been a customer from 1999 this was the first company that has ever come on time and gave excellent customer service. AHS should monitor who they are using, not just except anyone to service their customer. We are paying for a service and that's what we should get.

5 years ago

Reply from American Home Shield

Thank you J. Suzette for your feedback and for taking time to let us know about your experience. I am sorry to hear that the issue was not resolved sooner. I would be happy to speak you to further address your concerns.

Aug. 4th, 2021

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JENNIFER GORMAN Hot Springs National Park, AR

I am the last person you should be wanting feedback for at this time. I have been with AHS for more than 30 years for 7 houses in 3 state. I am so discusted with the way your C.S. has gone down in the last few years. I am still waiting resolution on a payout for a fridge since last october. I have called your C.S dept at least 25 times and get cut off. I am told they have to speak to someone else and they will call back. Put on hold for 30 45 minutes at a time. The language barrier compounds the frustration. My last call I was told a supervisor from the payout dept would call me by the end of the day. I am still waiting....back

5 years ago

Reply from American Home Shield

Hi Jennifer. Thank you for letting us know that you still have not received the cash out for your refrigerator. I would be happy to speak with you and assist with resolving this issue.

Aug. 4th, 2021

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Ali Cheaito Dearborn, MI

Created a request for a blockage in sewer line. First plumber recommended hydro jetting since he couldn‚Äôt get through with the snake. AHS changed the service request to ‚Äòpipe leak‚Äô and sent another plumber. He was dumbfounded when i told him he‚Äôs here to jet the line, said that his company doesn‚Äôt do that and he‚Äôll tell AHS they sent the wrong guy. Next day, service request was marked ‚Äòresolved‚Äô. Called AHS and they said the second plumber reported that there is no blockage in the sewer line. I explained the situation and that the plumber didn‚Äôt check a thing, but they said he‚Äôll provide proof in 24 business hours and they‚Äôll get back to me. 48 business hours later, I still have a blocked sewer line and had to leave the house because of a lying plumber and AHS, who haven‚Äôt called yet

5 years ago

Reply from American Home Shield

Hi Ali. Thank you for letting us know about your plumbing experience. I am sorry to hear that the issue was not addressed to your satisfaction. I would be happy to speak with you to address this issue further.

Jul. 31st, 2021

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Earnest Pittman Winchester, CA

I have had two costly experiences with warranty service. The first time was being charged extra for a plumbing leak because the repairman stated it had limited access that turned out repairing the leak in three minutes. The second time was using the solicited air conditioner tune up program and when the repairman showed up, he found a defective part. Cost me $370 to have that repairman replace the part that should have covered under the warranty. The repairman never elevated the defected part to AHS and told me to write him a check on the spot because he didn'taccept credit card. Note the repairman could not give me a bill identifying the defected part because he said he had to take the check back to the office and wait for the check to clear. I never received the bill from the repairman. I complained to AHS and I was told that I should have initiated a new workorder when the defective part was noted.

5 years ago

Reply from American Home Shield

Hi Earnest,
I hate to hear about your most recent AHS experience with the companies that have serviced your home repairs. I would be glad to speak with you to get the issues resolved.

Aug. 19th, 2021

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Andrew K Dupree Seneca, MO

To start, I filed that my dishwasher quit drying in February of this year, AHS gave me an 800 number to call for sears service. Every time I called their prescribed number, I got some one I couldn't understand and they eventually hang up with me while on hold. In June of this year, I call AHS for some other service , they found me Joplin Appliance Repair which is local to me. 1st appt. was June 18th, Richard showed up at 08:05, said there was a bad switch and that he would have to order, left at 08:10am. Called to return and install failed temperature switch Monday 6/28 at 08:45 when appt. was set for 07:00. Richard was onsite a total of 20minutes. No, Teat check was done, so I ran a load of dishes and still no heating cycle. I called AHS again that issue had not been resolved. Joplin Appliance rescheduled for July1st between 08am and noon. Richard called me and said that he failed to reset the dish washer and that he could talk me through the sequence to do so. I did. I then ran a cycle through my dish washer with the same NO Drying results. Called and left messages with Joplin Appliance for a returned call... crickets!! So. in closing, I have paid my 100$ deductible and AHS has paid Joplin Repair $200.25, the dish washer has been in service for 3years and depreciated value verse amount already spent is of equal or lesser value. I am about ready to cancel AHS and go to a more reputable Home Warranty group. Andy Dupree

5 years ago

Reply from American Home Shield

Hi Andrew. I am sorry to hear that you were not pleased with the service you received for your dishwasher. I would be happy to speak with you and assist with a resolution to this problem with your appliance.

Jul. 23rd, 2021

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Are Brown Fort Worth, TX

They are going out of their way to not honor the contract. I have gone without air conditioning for nearly a month, on the hottest days of the year. My family was sick from the heat. The contactor came out after 3 days the first time. Claimed they could not honor the contract because there was dog urine on the outside compressor; however the outside compressor worked and is still working just fine. It is the fan motor on the unit inside of the house that is bad. First guy came out, changed the capacitor, but did not bother checking the motor. It ran for 3 hours and stopped again. A week later another company came out checked the motor, put in a new fan motor. It worked just fine for 3 days. I smelled wires burning from the unit inside and shut it off. Called AH'S for a 3rd time. This guy said I needed a new inside unit. I then hired my own outside company. They said the malfunction had nothing to do with the compressor outside, but instead the inside fan motor that had been installed was defective. I have tried to contact AH'S about this several times using the same reference number resulting in either hang ups or recording saying the request has been cancelled. I should have done my homework first. Everyone I have shared my story with said that AHS will find any kind of way not to honor the contract by doing a replacement when needed. I am retired and on a fixed income, I purchased AHS as a safety net for repairs. I've only used them twice before in the 4 years that I have been a member. I could have purchased a new unit with the money I have wasted on them. No safety net here, only got caught in The AH'S. Just waiting now for Karma to catch up with them and it will.

5 years ago

Reply from American Home Shield

Hello Are. We do hate to hear about your service experience with your air conditioning. We understand how important it is to have your air working properly. I would be happy to speak with you to address this issue further.

Jul. 19th, 2021

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Owner Chula Vista, CA

For so many years the repairman sent didnt speak English well, came in unmarked vehicles,no company logo or uniform. Rarely could fix problem. I stopped calling them and paid out of pocket. I was going to cancel but had plumbing issue...same or similar again. I thought this is, if I get the plumbers as past, I'm canceling. What a wonderful surprises when Roman's plumbing called, set up appt which worked with my schedule. Came on time, company vehicle and uniform. I didnt have to supply rags or anything. He was prepared. Ordered a new disposal, returned to install with schedule which allowed me to miss minimal work. Great job Roman's plumbing so I didnt cancel. Soon after had appliance issue, called and had similar wonderful experience. Perhaps American Home Shield is selecting qualified professionals who are interested in performing. Hope this type service from AHS continues. ontinues

5 years ago

Reply from American Home Shield

Hi,
I am sorry to hear about your American Home Shield experience to have the plumbing issues resolved. I would be glad to speak with you to reach a resolution.

Jul. 14th, 2021

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Larry Morris Lubbock, TX

Over the past 20+ years we have been extremely happy with AHS. However, our dishwasher was causing problems and one of the companies you contract with came out to work on our dishwasher. Your assigned company decided it was cheaper to replace the item than repair it but AHS said to repair it. Your assigned company came back to the house to start repairs and worked on it for several hours. After "repair" was completed we used the item ONE (1) time and had problems with it so we called AHS and you sent the repair person back out (taking apart the door to the item the place you put the cleaning detergent door would not close and lock). The repair person took the door apart several times but NEVER could get the door to lock. I called AHS to talk about this problem and the gentleman I spoke to said that we could asked for a buy out. Two days later I received a letter from "frontdoor" telling us our claim was denied. YOU HAVE TO BE KIDDING US!!!

5 years ago

Reply from American Home Shield

Hi Larry. I do hate to hear about the issues you have had with your dishwasher repair. I would be happy to speak with you and see how I may assist with resolving this matter.

Jul. 12th, 2021

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Carlos Castro Pflugerville, TX

Up until this month (june) i would have given AHS 5 stars. I renewed my yearly contract on june 1st & the AHS rep said he would automatically deduct my monthly premium every month. He did not do that & AHS took out the entire yearly amount on june 21st. This has put me in a VERY difficult financial situation. I called AHS on june 21st & the rep processed a SmartForm to reimburse me the money. She told me this could take up to 7 day. Well the 7th day was this past monday (june 28th) & AHS has not put my reimbursement money into my bank account. I am very upset about this whole situation. I have called everyday since monday june 28th & all the AHS reps say that the reimbursement process has gone ok on their end. I don't believe this, something is wrong because as of today (june 30th) i still don't have my money in my bank account. I've tried to talk to a supervisor of the AHS rep but the rep says i can't talk to them which is ridiculous & really pissed me off. I just don't know what else to say about this situation except it sucks. I thought i had my yearly contract renewal updated when i called on june 1st to only have my monthly premium automatically deducted from my bank account on the 18th of each month. The AHS rep who i contacted (his name was tim) obviously didn't know what the hell he was doing as again, my whole yearly premium was deducted from my bank account. I am in dire financial stress at this time due to your GROSS oversite.

5 years ago

Reply from American Home Shield

Hi Carlos. Thank you for letting us know about the billing issue you experienced. We are very sorry to hear that this has happened. I would be happy to speak with you and assist with resolving this matter.

Jul. 12th, 2021

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Deborah Benner Jacksonville, NC

My last few experiences with customer service was horrendous. I do not appreciate having to communicate with people whom I cannot understand and who cannot understand me, or being put on hold for well over 30 minutes without checking to see if I am alright any to apologize for waiting that long or scheduling a contractor that isn't a member of the BBB and is not listed anywhere as a contractor and has been sued by half of the area I live. It took almost 3 days to get a contractor that was requested when I became a member several years ago. Last year my air unit went up and athe contractor that was scheduled wasn't the one that was supposed to come to my home instead this person did not turn off the power to the unit and fell up against it knocking other parts inside of the unit which caused copper wiring to touch and blowing up the wiring. He then drained the freon and replaced the wiring without telling me he did so and instead of taking responsibility as everyone makes mistakes he told his company that there was a leak in the lines which there wasn't and charged me 450.00 I finally got in touch with a US rep who contacted them and they told the rep a completely different story but they weren't told the truth. I was told to stop payment that cost me 60.00. The contractor continued to harass me and even once came to my home. I continued to call AHS and they told me not to worry about it. Finally after 7 months of being harassed I had enough and the legal dept was contacted. It actually got worse before getting better. It was a horrible experience. If the contractor requested on my account would have been contacted that wouldn't have happened. Then this past time took 4 more days than it should. I have been with AHS for many years and have paid my bill on time for all of those years. I have asked for very little but for good customer service but unfortunately have not received it.

5 years ago

Reply from American Home Shield

Hi Deborah,
I am sorry to hear about your American Home Shield experience to have the air conditioner issues resolved. I would be glad to speak with you to reach a resolution.

Jul. 14th, 2021

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John Deen Henderson, NV

We've been reassuring for three weeks for a call about the status of our work order. I've called three times to both AHS and Accent Air fir an update. Each said they were waiting on the other to contact them. Today Ascent said that AHS asked them for approval too replace our A/C compressor. Accent said they had responded three times. I called AHS again and he found where Accent had responded twice, I believe. The AHS person said that he thought the authorizing office is considering the request and would respond within 48 hours. At that time AHS will contact us. This is the first time we've had such trouble getting anything completed.

5 years ago

Reply from American Home Shield

Hi John,
I hate to hear about your most recent service experience to have the air conditioner system repaired and the lack of follow-up. I would be glad to speak with you to get the issues resolved.

Jul. 14th, 2021

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Melanie Jones Newport News, VA

They are called American home shield but when you call customer service you always have to speak to call centers in the Philippines. They have not been helpful since my AC broke and as of today, 9 days later, I'm still living in a hot house. I have gotten nothing but excuses from them and after waiting patiently I still have to pay over $1300 to the contractor to get my AC fixed. Now I am waiting for American Home Shield to order the part just so I can get the AC fixed. Who knows how long it will take for the part to come in. Worst experience ever. I am not going to renew my contract with this company

5 years ago

Reply from American Home Shield

Hi Melanie. Thank you for providing feedback about the experience with your air conditioning. I am sorry to hear that your air has not been repaired yet but I would be happy to speak with you regarding this issue to see how I may help in getting a resolution.

Jun. 23rd, 2021

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William Fitts

On June 8 my a/c wasn't cooling and was leaking condensation into the a/c closet. I called AHS and service order 69961697 was assigned. The unit was repaired the next day. On June 14 my refrigerator stopped cooling. I called AHS and service order 71365947 was issued. On 15 June I called the assigned company to chon the status of my situation and was told that my repair was aches for 22 June. That was unacceptable. Your representative informed me that was the only vendor int the Fort Worth/Dallas area.i cancelled the order and called a local company who fixed the unit that day. I was out ~$325 instead of $100. I'm disappointed. Y'all need to do better

5 years ago Edited September 14, 2021

Reply from American Home Shield

Hi William. Thank you for letting us know about your AHS expeirence. I am sorry to hear of the problem you had with addressing the repair needs for your refrigerator. I will be happy to speak with you to see if we may be able to reach a resolution regarding this matter.

Jun. 22nd, 2021

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Sandra Tucson, AZ

First of all I like to say although they sent somebody in a timely fashion due to the fact that I had a hot water heater go out my biggest concern is that the policy states that they'll give you a hot water heater and the same capacity but not of the same quality. I'm somewhat disappointed that I had $1000 hot water heater placed in my home and all that they could offer me was a off-the-shelf hot water heater with no tradename from Lowe's hardware store I called repeated times to get information and unfortunately the three women that I spoke with on different occasions were very unhelpful. Secondly when I called to find out the monetary value of payout I was also disappointed to find out that they will only offer you $460. The same hot water heater at Lowe's was $576 as I had just seen it that same day on the shelf at the store.

5 years ago

Reply from American Home Shield

Hi Sandra,
I hate to hear about your less than satisfactory service experience to have the hot water heater replaced. I would be glad to speak with you to get the issues resolved.

Jun. 22nd, 2021

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Carl Oxnard, CA

The home warranty business is a terrible industry, but I found AHS covers several more things than other companies. Customer support could be better. They promise to call you back and don't follow through. I had to keep calling about my service request to fix a toilet. The tech came and stayed 3 minutes. I kept calling AHS asking if my toilet will get fixed or not. They kept saying they're waiting on info from the vendor, we'll call you back, never did, then they canceled the service order and I didn't even know until I called them a week later. They said we'll see what else we can do. Then it all started over again with the same conversations! You could've just said no at first, nothing we can do, instead of taking me around for a month. Now 6 weeks later, I still don't have my toilet repaired. AHS said no because a bolt was missing. The bolt was simply down in the hole. It was corroded and had broken off. But they wouldn't cover the repair. Wasted $100. I found a youtube video to fix it, me and my son are doing it. New flange, new bolts, new wax ring, all for $25. I'm not sure if I really need a monthly AHS contract.

5 years ago

Reply from American Home Shield

Hi Carl,
I hate to hear about your less than satisfactory service experience to have the toilet repaired. I would be glad to speak with you to get the issues resolved.

Jun. 22nd, 2021

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Sharona R Rice Tulsa, OK

After talking with other buyers, it seems it's hard to get things approved. I had a hard time understanding a lot of the reps I talked to as well and couldn't give me clear answers. I had a call back from one saying she had options to discuss. When I called back the new repnon the phone had no info on this and so was not given any options. I had a simple faucet change. I have an older home. It was an original faucet. Since it was quoted as damaged it was not replaced by your company and had to pay out of pocket. Even the company that I ended up working with had negative things to say about this warranty company and gave me some new companies to try. I still don't understand how a faucet can be denied. If you need a faucet fixed it is going to be from wear and tear.

5 years ago

Reply from American Home Shield

Good afternoon Sharona,
I hate to hear about the ongoing issues that have been experienced to have the faucet and other plumbing items repaired. I would be glad to speak with you to discuss possible resolutions.

Jun. 15th, 2021

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Pat Orlando, FL

Warranty came with purchase of home. I got emails from AHS when my renewal was coming due with a cost close to what I had. When I called to renew the rep said that my renewal cost was over $200 more that the email was for new customers they would not honor the price in the email they kept sending me. So I told them I would go elsewhere I wasn't interested in plan at the new higher price. I got another email 2 days later site offering me the lower cost saying it would not start for 30 days from date of application so I filled it out showing the lower price and got an email confirming the application later that showed the higher price which I didn't fill out would be charged. So I'll have to call and cancel again

5 years ago

Reply from American Home Shield

Hi Pat,
Thank you for bringing your most recent issues to our attention. I would be glad to speak with you to get the issues resolved.

May. 11th, 2021

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Teresa Brower Boerne, TX

I find it very challenging to talk to someone about the breakdown or warranty work needed. The individual that answers the calls are not aware of the situation and it requires excessive hold times, multiple phone calls and transfers to be able to discuss the work order/dispatch item. Each repair has had modification charges which should not apply. For instance replacing an old outdate hose should not be called a modification. (verified by a plumber its a requirement to be replaced) when you replace a water heater. My water heater was covered to be replaced under the warranty, in order to make money the plumbing company added what they called code requirements modifications. Basically charging me for the installation. they knew nothing about the county ordinances and well requirements. Its become very frustrating with the plumbers they contract with.

5 years ago

Reply from American Home Shield

Hi Teresa,
Thank you for bringing this to our attention. I hate to hear about the water heater issues and modification cost. I would be glad to speak with you.

May. 14th, 2021

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Kelly Pack Savannah, GA

So far we are 1 for 5 in repairs being done correctly. They had to send two different companies to repair our dishwasher, which turns out was only because the first company didn't bother to run the reset code on the dishwasher so the heating element would come back on. The fridge repair people have just been ridiculous. First it took 3 weeks for 1 part to come in, then they couldn't figure out why after the part was replaced that the water and ice machine were still not working so they had to send a "senior" technician out, who determined the line was frozen, so now the water dispenser works but the ice maker still does not! He didn't even bother to check to see if the ice maker was working before he left. Now I have to put in ANOTHER service request (they have already been out 4 times, this will be the 5th). Overall, clearly service has been pretty terrible.

5 years ago

Reply from American Home Shield

Hi Kelly,
Thank you for bringing your most recent AHS experience to our attention. I would be glad to speak with you to reach a resolution for the refrigerator.

Apr. 30th, 2021

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PG Jackson, NJ

As a first time client with AHS, there is nothing worthy to rave about on my experience on work service. I'm already looking into other warranty companies that can fill in that gap. AHS needs to focus on their contractors within in-network. AHS tend to hire ANY CONTRACTORS within their companies budget - which leads to unsatisfactory customers feedback. AHS should read their contractors reviews and work status on how well they solve issues. You're one of the lucky ones if you get a real professional show up at your door to do the job and get the job done efficiently without the runarounds. I'm currently still under authorization for my water heater to be evaluated (took 3 different contractors to come to the house for comparisons just to take a picture). Next week would be a month with this mess and nothing has been resolved. Service request payment gone to waste.

5 years ago

Reply from American Home Shield

I hate to hear you were not satisfied with your experience with us and I would like to connect with you regarding it.

Apr. 2nd, 2021

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Kari Gregory, MI

It took over six weeks to get our fridge replaced. We called everyday and got no where. Finally after the second visit from the repairman he finally called them while he was at our home to let him no that the part for our fridge was unavailable. But they new this after two weeks after the first visit. After the last visit from the contractor AHS did finally approve a replacement and we recieved a check for our fridge to be replaced but we had to go purchase a new fridge and send them proof of the new fridge. That part of the warranty was awful because if you don’t have three thousand dollars to purchase a new fridge then your screwed. Fortunately we had the money to do this. Once we sent them the receipt that we purchased a new fridge they finally sent us our check for the replacement but that took another two weeks. I do hope in the future if we ever need help from AHS that we don’t go through the nightmare that we went through with this one.

5 years ago

Reply from American Home Shield

I hate to hear you were not satisfied with your experience with us and I would like to connect with you regarding it.

Apr. 2nd, 2021

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Kimberly Brickers Cleveland, OH

my first service concern with ahs was with my washer and dryer service request began in November2020 parts orderedand came back after parts arrived still partially fixed more parts ordered return and install ordered parts to dryer its running but still stalling when turned on cant get dryer to work so order more parts cant locate parts call ahs and they say looking for parts cant find after weeks of calling ahs now says parts on back order will be available March2021 so now its March 2021 and there are still no parts not understanding why i have gotten the run around and my washer and dryer have not been replaced i have used ahs for plumbing and electrical work but do to this experience it takes away for my over all opinion of ahs as for now i have a very poor and untrustworthy opinion on this home warranty service two thumbs down

5 years ago

Reply from American Home Shield

Hi Kimberly,
Thank you for bringing this ongoing issue with the dryer to our attention. I would be glad to speak with you to assist with a resolution to the repairs.

Apr. 1st, 2021

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Sheila Martin Garland, TX

After being a client since 2007, this year our coverage of home appliances was inadvertently discontinued. Supposedly, that is a change that only I (as the contract holder) can make. I called for service on our washing machine, only to be told that we did not have that included in our coverage! I attempted to talk with one supervisor after another with promises that they would check in to it and call me back...I've never heard back from anyone!! The issue has never been resolved! That is extremely poor customer service, but they were certainly happy to collect my annual payment! This experience has definitely left a bad taste in our mouths.

5 years ago

Reply from American Home Shield

Hi Sheila,
l hate to hear about your most recent experience to have the washer machine repaired. I would be glad to speak with you and get the issues resolved!

Mar. 15th, 2021

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John Hampton, VA

I had a terrible time spending literally hours fighting for a claim to be honored. We had a leak under our home that the warranty company sent 3 separate plumbers out for. None of the 3 were equipped to do the job. I had to hire a 4th plumber and came out of pocket $11,300 for a slab leak. I notified the warranty company every step of the way however they refused to pay anything. Even though the contract clearly stated they would pay an aggregate amount of no more than $500 for a slab leak. I was even told by one of the reps that it wouldn't be covered because my home owners warranty should cover it. Long story short eventually after much frustration they agreed to pay $425.

5 years ago

Reply from American Home Shield

Hi John,
I hate to hear about your most recent American Home Shield experience and the slab leak repair that was not covered. I would be glad to speak with you about your experience.

Mar. 8th, 2021

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Laura Poway, CA

Agents varied in ability to help. I had a refrigerator issue. The first service was in May. I was promised a call back from then since it could not be repaired. I never received a phone call. I had several phone calls(over an hour) to resolve the issue. Finally, I was told a certified Samsung repair man would be needed to confirm that nothing else could be done. One was to call me but never did. When I called him using the phone number given me by AHS, the man who answered said he was not a certified Samsung repair person. Needless to say it was frustrating. I called and got an agent who spend nearly an hour finding one for me and had me stay in the phone until I had a confirmed appointment. She was great. The Samsung repairman was great. However, the refrigerator remained in repairable. He told me an AHS adjuster would call me. I got no call. Frustratingly I had to call and repeat the entire saga to a new agent. He was not sharp. Said I needed new parts. Finally, he understood and put me through to purchasing. They sent an email and I got some compensation. So that part was ok. 1 follow through, 1 communication , mixed ability repair people. All in all it took almost 7months.

5 years ago

Reply from American Home Shield

Hi Teresa,
Thank you for taking the time to share your review about your ongoing issue for 7 months to have the refrigerator repaired and customer service experience to have the claim resolved.

Feb. 11th, 2021

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Patricia Arnett Boynton Beach, FL

I give 2 stars only because the last encounter was was positive however the previous issue has never been resolved and I don't see a resolution in sight. My pool filter is a covered item but the technician just put epoxy on an obvious crack twice instead of replacing it. Naturally the filter cracked completely and drained my entire pool damaging my new landscaping. I called AHS immediately and they still haven't gotten back to me or sent the technician out. I got it repaired and have called several times for resolution without success. When someone (after an hour each time) answers, they are located in the Philippines and give me false information. The first one gave me a bogus number to call which was a scam number trying to sell promo items. The next person wouldn't give me any way to speak with anyone in authority but said that he would send an email to a ‚Äúhigher authority ‚Äú. Naturally I haven't heard anything back. I would give a one star and call the concept a scam except for the fact that I had an issue with my garbage disposal and the technician came quickly and replaced it and it was a great experience. So I am very confused as to how they can be so bad and good at the same time.

5 years ago

Reply from American Home Shield

Hi Patricia,
I hate to hear about your most recent AHS experience to have the repairs completed. I would be glad to speak with you to get the issues resolved.

Jan. 29th, 2021

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Terry Bullhead City, AZ

1. On hold for obscene amount of time i.e 3 hours, not once, but three different times. This is with an open claim. Interestingly enough, I spend no time on hold when ordering a new policy. We have several rentals & our own home with them over the years. We have been cancelling each property's coverage. 2. Sub-standard contractors are used about 70% of the time in our experience. 3. Trying to get a replacement appliance felt like we had to become our own lawyer, just to get a comparable replacement (basic warrant). To say the least of the amount of time waiting for approvals & waiting on the phone (20+ hours).

5 years ago

Reply from American Home Shield

Hi Terry,
I hate to hear about your most recent experience to have the repairs completed. I would be glad to speak with you and get the issues resolved.

Jan. 18th, 2021

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Jeffrey Moffat

They get contractors for your problem out BUT I dont think they do well with following up with that contractor regarding the degree of satisfaction between the homeowner and the contractor. I also think some of the wording in the fine print of the ahs agreement needs to be worded differently, it's misleading. I've lived in my house 12yrs I've had AHS coverage since day 1. I've paid every month and also paid the service calls, but yet I still have the same problems. I chose to have coverage because the way I understood it was that if ahs had to be contacted 3-5 times over the same issue, that issue would be resolved by 1 a cash out settlement for me to replace the issue or #2 for ahs to remedy the issue by providing a new system. 12 yrs of service calls and ahs annual premiums I myself could have used that money and bought myself a brand new system. I'll be discontinuing my contract with ahs after my latest problem is resolved on the same system.

5 years ago