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%

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Verified Customer

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Myron Albert

In the beginning, when you're buying the plan, they have this long list of things they "cover", giving the impression most things are covered. However, when you call for work to be done, you find, seemingly, a lot of things aren't covered, and all they're really covering are the small maintenance items. I think they should give more clarity about things that are more common that are NOT covered as well in their selling pitch, instead of you finding these things out after they take your monthly charge, your service call charge, and then you having to pay for the parts needed for the work to be complete.

4 years ago

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Verified Customer

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Andrea Januskiewicz Albuquerque, NM

It is very difficult to figure out which number one should call regarding different issues. Once you do call in, more likely than not the person on the other end has a VERY heavy accent that makes it difficult to communicate effectively. Having to repeat ALL of one's info every single time one is transferred is super annoying. Come up with a password or something! Case resolution is incredibly slow, and I've had to call in over and over - spending hours on the phone and having to repeat the now very long saga of my refrigerator (it's been dead over a month now) over and over every time I get a new representative (come on, people, I know there are notes in the account. Take a minute and read them!). I had maybe 3 women who were very helpful - one being Wanda in purchasing, who followed up repeatedly - and unfortunately can't remember the names of the others. The number of screw-ups over the past month have been super frustrating, but it appears that *maybe* it is straightened out now. Previous issues - one with my tub and one with my kitchen faucet - were handled well, but again, just crazy slow how long actual repairs or replacements take. I can't imagine what I would have done if it was more than just me living here without a fridge for over a month. I'm glad I have the insurance, but not super thrilled with having to actually deal with AHS to use it. Not sure I would recommend AHS over another company, mostly due to difficulty in communication and utter lack of urgency.

4 years ago

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Verified Customer

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George Bowen Windermere, FL

I have had experiences where they have met my expectations on several occasions, but recently I had a very frustrating and negative experience with American Home Shield (AHS). I had an electric tankless water heater that provides hot water to our master bathroom stop functioning. I placed a service request with AHS and they assigned it to Home Choice, the company sent a plumbing technician to troubleshoot and evaluate. Initially the service seemed pretty straight forward, the technician contacted the new manufacturer and was provided troubleshooting guidance, when it was determined that the circuit board on the 16-year-old until was not operating correctly, the manufacturer stated that the part was now obsolete so a replacement unit would be required. When the technician left my home, they had left me with the impression that they would contact AHS so a new unit could be ordered for replacement. I was supposed to receive confirmation and a subsequent appointment for the replacement, no one contacted me, when I looked on the AHS site it identified my service request as being complete. I contacted AHS for an explanation and was informed that Home Choice had stated that the unit not functioning was some how my fault. I was absolutely livid and demanded they send a different company to evaluate. They assigned Hers and His Plumbing, the plumbing technician came evaluated and immediately identified that electric tankless water heater needed to be replaced as a result of normal wear and tear. Once again, I received no communication from anyone, on the AHS site it identified partial approval, so I contacted AHS to inquire what that meant and was informed that they approved the replacement of the water heater but that I would be responsible for $800.00 of out-of-pocket expenses for the plumber because of additional work that was required for the installation. I begrudgingly acquiesced because I needed the water heater replaced. My issue associated with this is the out-of-pocket expenses, the $800 is only the plumber's portion, AHS neglected to mention, even though the plumbing company informed them twice is that an electrician would also be required at an additional expense. These additional expenses are borne from the replacement electric tankless water heater that AHS procured, instead of getting a replacement that would utilize the preexisting (2) 50-amp circuit breakers the new one they purchased required (2) 40-amp circuit breakers; instead of getting a replacement unit where water enters and leaves the unit from the top so the preexisting plumbing could be used, they procured a unit that water enters and exits from the bottom of the unit. Because of their aforementioned decisions I incurred out of pocket expenses in excess of $1,000. AHS should have been responsible for all of these expenses since it is their choice of a replacement water heater that was the reason for all the additional material, labor and charges, a similar equivalent water heater would have negated the need for any additional work.

4 years ago

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Verified Customer

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Generally Richlands, NC

I don't like the fact you pay ahead of time (before anything is even scheduled) then have to wait weeks for service. Our heating went out (beginning of March) with two small kids and we paid the contracted company for a new unit. We were told that there was a rush on the order. It was being shipped literally from a city 100 miles away. But, today we get a call that it will be another 2 weeks (April 1st) before the unit can be installed. I would have probably called someone to fix it sooner vs feeling stuck because we already paid thousands. Meanwhile, we are heating the house with space heaters that are a huge fire risk. Bad experience with lack of communication this time around.

4 years ago

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Verified Customer

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Lively Stone Woodland Hills, CA

In the case of my malfunctioning garage door opener, it took four visits for the technician, Omar, (whom I liked) to stop using half- measures, and finally replace the laser motion sensors to effectively solve the basic problem. I sense that he was operating under orders to cut every cost possible, before actually solving the obvious problem. In addition, I received a rather insulting phone call from an AHS representative suggesting that the problem was actually just in my head, and that AHS would no longer pursue the matter. So, my initial impression is that AHS specializes in cutting corners, rather than genuine customer satisfaction.

4 years ago

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Verified Customer

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Rob Robertson Washington, DC

There are always hidden charges and they don't do the ENTIRE JOB. For example, when they have to replace an entire appliance. Their replacement does not include hauling away the OLD appliance nor can you add that to the order and actually pay for it. So it is an inconvenience to arrange for yet another person to come carry it away. Similarly, washer died so had to buy a matching dryer and it required a stack kit installation. AHS would not even get paid to stack the dryer on the washer and the other vendor who delivered the dryer wouldn't stack it on the washer. I don't have the equipment / strength to pick up a dryer. So yet another order had to placed to get the washer / dryer back to the way they were. That was, again, annoying, and unsatisfactory performance.

4 years ago

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Verified Customer

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Wanda T Eikenbary Waupaca, WI

In the early years of having this service, I was much happier with the responses I got. I find it VERY frustrating that the only party I can talk with is clearly a contract customer service worker who has very little knowledge of the area where I live. Every time I have called in, within the last year, I have spoken with someone who has a foreign accent that is difficult to understand. This makes the process of resolving my concerns significantly harder. I wish I could get a number for the HOME office, wherever that is, so I could speak with someone who actually works directly for company whose services I have been paying for for over 15 years.

4 years ago

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Verified Customer

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Lisa Santiago Bethel Island, CA

I was surprised that I began the 2022 year with a gas leak that caused my propane company to red tag three appliances in my house they were unable to determine which appliance was actually leaking. AHS has sent many contractors but I am now on my 3rd week waiting for heat and hot water in my house. It is very cold and I would expect that this company would see urgency to rule out the appliances that were not actually leaking and fix the one that is. I have a difficult time speaking with a live person. This was not my experience 6 years ago when I had this service. I only had one appliance needing repair andd it was done within the week on the service call. I am not sure I am entirely happy to have started this service again.

4 years ago

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Verified Customer

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Kristi James Modesto, CA

I'm writing to share my recent experience with a service call. My washer was leaking so I submitted a service request. The repair company came out on Oct 8th. He was unable to recreate the error and told me to call back when it occurred again. On November 13th the washer began leaking again. I phoned to have the appliance looked at and was informed it was outside the recall window. It is ridiculous that I am unable to have a recall completed for the same appliance, same issue 35 days after a repair person was unable to fix the issue. This is especially frustrating considering I have been out of town for many of the last four weeks and not using themachine. I hope you will reconsider your policy related to same appliance, same issue. Particularly when the repair person does nothing to address the issue.

4 years ago

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Verified Customer

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Damon Powell Coraopolis, PA

I just recently in the last two months had a claim in for a nonworking shower. The tech came out and couldn't resolve the issue. They diagnosed it incorrectly and gave false information they got my claim denied. Second tech came out could not get the shower apart and again gave incorrect diagnosis. So it got my claim denied again so for two months I've been on the phone talking to 10 different customer care people they keep saying they're escalating it up the ladder and I never get a response. I am totally dissatisfied with the service that I have gotten and I am extremely fed up with making the calls daily talking to customer service reps from their home and not getting any positive responses. Follow up has been horrible.

4 years ago

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Verified Customer

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Jennifer Springville, UT

Our freezer on our fridge stopped working on May 2, 2021. Tech after tech came out and could not pinpoint the issue. Instead of just replacing the fridge AHS just kept trouble shooting it. 8 months later we still do not have a working fridge and have just decided to take the $1600 cash value (AHS assigned value) for our fridge that cost over $3500. Not happy, they clearly do not stand behind their replacement guarantee but they are more than happy to keep collecting my monthly payment. I have asked numerous times for a supervisor to call me to discuss going 8 months without what I call an essential appliance but never once did I get a phone call. Once we receive our $1600 check I will most likely be looking for a new home warranty company.

4 years ago

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Verified Customer

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Linda Erichsen Greenville, UT

The copay is 100$. My daughters plan is 60$. I didn't know that there was a home warranty plan that didn't cover basic appliances. My first claim was after 90 days and that is when I discovered that appliances weren't included unless upgraded (it was part of a home purchase, so I didn't select it). After 90 days, you cannot upgrade the plan. Also, a claim I put in for electrical wasn't covered (a secondary structure), and they wouldn't apply 100$ copay to a separate electrical problem, said it would be a different claim and a new 100$ copay would be required and the copay for the claim not covered, is non-refundable. When it's time to renew, I will be going with my daughter's company,Landmark Home Warranty

4 years ago

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Verified Customer

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Susan Morrissey Chicago, IL

I was assigned a subpar electrician. I read reviews online about the company and over all this company had a very low rating and it wasn't just one customers review - it was all of them. One reviewer even called them a scam company that is contracted as a home warranty service provider. When I asked the rep to re-assign my request to a different company she said that it was the only electrician in my area. I live in Chicago - not a suburb but the city of Chicago. You are telling me that AHS only contracts with 1 electrician for the entire city of Chicago is outright lying. When I tolder her that I had a hard time believing that AHS only has 1 electrician for Chicago she reluctantly re-assigned my request to another company - which ironically- I had earlier in the summer and they were wonderful! The rep then told me that this would be the one and only time that AHS would change my service provider request. What customer service! I can't believe the amount of $ I pay on this home warranty every single month when I don't often have problems. Money In AHS' pocket and then I am treated like someone did me a favor? Awful!

4 years ago

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Verified Customer

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Rick Freedman Fair Oaks, CA

I had 2 service calls. The first one was for a garbage disposal which was replaced the day after I called. Great job! The second was for a cook top and oven. The repair company did a video call to check out the problem and get serial numbers. I didn't hear from anyone for 10 days. I called the vendor and they said they didn't work on that brand of appliance and I should call American Home Shield. No one ever called to tell me that. I have called AHS 3 x and talked with 3 different people. They all said they needed to talk to the vendor for a report. No one ever calls me back with an update and my oven and cook top still aren't working

4 years ago

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Verified Customer

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Earl Harris Simpsonville, SC

They do extremely well ( level 5) if the vendor has immediate access to any parts needed . But if vendor had to go to AHS for parts , the case turns instantly into a disaster . And I like AHS. The problem is AHS takes too long to find parts , too long to make a decision on rather to repair or replace , and there is no way to get to a representative who can actually make a decision. My recommendation is simple ( if implemented your business will double in 5 years. ) when AHS has to secure parts themselves or has to decide on whether to repair or replace , assign a specific agent to the case who works directly with the customer . I currently has a need for a part on Oct 29th , by the time AHS finally made some decisions, parts are expected in on November 18. In the meantime my heating system is down . I made at least 10 calls to AHS to have someone read me what I already know .

4 years ago

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Verified Customer

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Kerry Lewis Buda, TX

Repair on our washer went quick and very well. Repair on our refrigerator went on and on and on...almost 2 months. The appliance repair company kept sending AHS parts department the part information but the AHS parts department kept sending the wrong part. Appliance company was basically telling AHS the part no longer exists. Meanwhile, me and my family of 6 have been living out of a small apartment refrigerator we had to purchase. I talked to AHS reps multiple time and was promised call backs 3 separate times...each time there was no call back as promised. Then problem was elevated and a 'higher' level agent called me and left a voicemail on a Friday. Said she would call me on Monday...which did not happen either. Please, don't make promises you can't keep. Now, we finally have a cash option to replace our refrigerator but have to wait up to 21 days for the check to arrive. The fridge options AHS proposed in their email were NOT available in my zip code. We found the least expensive and best replacement option at Home Depot...so now we wait for a check.

4 years ago

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Verified Customer

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Nathan Safford Union Springs, AL

My first contract was for nine years was great but the last 5 months of that contract was horrible. My cook top went out and the contractor recommended a replacement this was May 2021 and just recently AHS approved an amount to purchase a cooktop. The original amount wasnt enough because of the shortages and todays mark up with the marked but i was a loyal customer without a cook top with no foreseeable way of getting another until Oct 2021 . On my new contract 589660638 was denied service on Oct 7 2021 for the repairs on my AC. The customer service representative for AHS said that the contractors note read that this was a prior issue. i have a copy of the contractors notes and there is nothing that saids this was prior issue. My new contract was effective Oct 5,2021. I paid out of pocket $ 1, 940 for the repairs of my AC, Meyers Comfort Specialist. I have request reimbursements of the whole sale price or what AHS would have paid for the repairs. I have been denied any type of compromise. I am understanding that my AC system should have been repaired according to my contract. Please look into this matter .

4 years ago

Reply from American Home Shield

Hi Nathan,
I hate to hear about your most recent service request to have the AC system repaired along with the noncovered cost associated. I would be glad to speak with you to discuss your experience.

Nov. 3rd, 2021

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Verified Customer

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Brigitte Chadwick Snellville, GA

My refrigerator has been not working right since July 15th. AHS has sent 3 different companies out trying to get it working. That last tech that came out was this month October. The refrigerator side was not staying cold it was hot, I lost all my food 3 different times. After the last tech came out and worked on it this month even the freezer side is not working. So I have been without a refrigerator since July 15th. And it's now late October. After the last tech that came out 3 times he said the refrigerator can Not be repaired. Now, I have been waiting on AHS to call me about getting another refrigerator.

4 years ago

Reply from American Home Shield

Good afternoon Brigitte,
Thank you for bringing the refrigerator issue to our attention. I would be glad to speak with you to reach a resolution for the refrigerator issues that have been ongoing.

Nov. 4th, 2021

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Verified Customer

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Judy Lanier Waco, TX

I like them; however, I feel they could improve to benefit their clients by letting a service call be applied towards installation of a product and include that in the Cash Out option. Let me explain, my microwave stopped working. I advise AHW, they contact their choice of technician for job. I pay $100 per my agreement. The tech comes out and is at my home of maybe 5-10 minutes to verify microwave is broke. I then ask him the probable cost of repair. He states $300 -$400. I then state I can buy a new mi rotate that will match my other appliances (I just moved into this house). He agreed but said AHW will choose to repair instead. I told him I will call AHW to check out my options. I did and they offered me a cash out instead and I could choose from their stock of comparable microwaves. Ok, so I review their choies and what they offered that I could replace my microwave for no charge plus include installation were not comparable to the one I had, meaning, they did not have the same features and were inferior to the one that I had. When I looked at one that was actually comparable it would cost me an additional $100 over and above for the same item I could purchase at Lowes that had a sale (which consists of $10 or $20 less of their retail cost to me.) So I opted to purchase the microwave there instead thinking I would be saving money since I thought they would install the microwave I picked especially since I paid $100 for a tech to determine my old one was not working, his time there being 5-10 minutes total and all he did is try to heat a cup of water in my broken microwave! However, their cash out was $259 and no installation for a microwave that was not comparable to the one I had? I understandthat my pld microwave was several years old, but I thought that to replace and install my new one, which I had to do the research on that cost less than the same one they had for at least for $100.00 more? The least they could have done was to ask the tech to install and apply the $100 I paid them for 5-10 minutes of their time. Instead they give $259 and no install, plus they get my premiums to have their service. They came out smelling like a rose in this deal!!

4 years ago

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Verified Customer

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Michele michl Redding, CA

The use of sayler heating and air needs to be stopped. When the hvac unit was installed, they did not have a roofer already lined up to repair shingles that the installer totally made a mess of so my husband had to go on the roof to put plywood where the shingles were tore up because we had rain coming and we ended up having 16 inches of rain! Then the day after the unit was installed on roof we started getting calls from sayler to pay the invoice immediately even though the roof was not done, the title 24 inspection was not completed and the city had not cleared the installation. What type of business asks for payment prior to completion of a project! We have still have not been able to get a roofer out here, my husband has diligently been working on that. This company should not be used under your home warranty program.

4 years ago

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Verified Customer

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Arthur Sepulveda San Antonio, TX

Recently had a 'short' 38 gallon electric residential water heater replaced. AHS approved the replacement and identified a service contractor to do the job. Besides whatever AHS paid the service contractor, I had to pay $ 775 ($ 700 + $ 75 AHS fee) for 'non-covered' installation costs. AHS approved the replacement and the service contractor did a very professional job of the replacement. My question is: Doesn't $ 775 seem like a lot of money in 'non-covered' cost to replace a unit that sells for about $ 500? I'll be checking with other home warranty companies and if I discover that they all work this way, I'm going to consider all of my options. When I started my contract with AHS about 20 years ago, the non-covered costs were usually minimal ($ 200-400), now they are more than the actual cost of the unit. This last experience does not 'feel' equitable.

4 years ago

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Verified Customer

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nathan safford Union Springs, AL

I has my share of issues with AHS, my AC system recently stopped working. The repairs was denied by AHS. I was told that the Meyers technician finding was there was previous issues with my unit. I have a copy of the technician report and it doesn't read of any prior issues with my unit. I has to pay out if pocket 1,940 dollars to get the compressor replaced in the unit. I tried to get refunded the wholesale cost from AHS but no success. I finally got a reasonable amount to replace my cook top. This was a 5 month ordeal. So u am still not pleased with all of the decision made by AHS. I was member for 9 years and I canceled my membership because of how my cooktop replacement was being handled . I recently renewed my contract.

4 years ago

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Verified Customer

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S.C Burleson, TX

Applying for the service is very easy. And the technician is sent the next day. However, the technicians are too slow. After they make an estimate, there is no news. I think you have to meet the techs well. It took five weeks to fix the air conditioner in Texas in the middle of the summer. I couldn't stay at home during the day, and it was so hot every night that I couldn't sleep, so I could cut my electricity bill by 1/3. Plumbing took 6 weeks. Only 2 of the 4 faucets could be fixed. I fixed the microwave and dishwasher. It was much easier and faster than waiting for them to fix it. I don't know if I'll join the American Home Shield next year. But I definitely think it's better than other HomeShield companies.

5 years ago

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Verified Customer

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Mary Margaret Franco Rowland Heights, CA

It's been a positive experience, even recommended you to my neighbors (they signed up). Your techs hand improved. You always sent from Glendale area and wasn't happy with their lack of professionalism and evaluation of the problem. I had a serious concern when you refused to replace my AC system. I was given 3 different reasons for denying. I had several contacts at your company, the most aggravating one with an Amy H (?). I hired a AC contractor and he said that's how you all work. It was frustrating and I was angry but stayed with you. Interesting that your commercials advertise "no matter how your AC system.........". That's a lie. Anyway, you asked!!

5 years ago

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American Home Shield Customer Glendale, AZ

My interaction with the sales department, prior to making the decision to purchase the American Home Shield warranty oh, those interactions were good and mostly pain-free. However, all of the interactions with the American Home Shield customer service department, to include calling in to report a new event / claim, all of those interactions were tainted with a slight yet obvious language barrier because American Home Shield evidently uses an overseas call center for their customer service department. This has made my perception of American Home Shield I bit less than desirable, and as a result I did not give American Home Shield a 5-star rating.

5 years ago

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Willie Jones Dayton, OH

My last experience with AHS was not very good to say the least, I'm not feeling very confident with the way that the team handles the claims that are submitted, if it wasn't for the contractor that was assigned to my home and the way that they followed up on my claim due to the negligent claim processing of my clothes dryer , I would have been in a world of trouble , my claim was closed after I was told that I would have to pay an extremely high amount to repair my dryer by the AHS representative, I'm so thankful that the contractor stepped in and got in touch with AHS and then AHS decided to help with replacing the clothes dryer after nearly 20 days, I don't use the warranty much so when I need them I expect AHS to be there for me just as I pay them to do.

5 years ago

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Verified Customer

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Valerie Gondolfo Gold Canyon, AZ

I’ve been with AHS for a long time and I have had many service requests. Some things have been covered and some not. One situation had an extremely negative outcome. My dishwasher died and I never had it looked at, but when my refrigerator died a while later, I submitted a service request. It took a long time to get a repair person out, so I had to use ice and a cooler for several days. They looked at the dishwasher and refrigerator and reported back to AHS, and AHS decided that neither was covered because it must have been a power surge, which was not true because I have a special plug on my refrigerator to prevent that from happening.

5 years ago

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Verified Customer

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J T Tupelo, MS

The compressor went out on one of my home a/c units. We filed a service report and a service man came out the next day. He had to order a new compressor which we were told could ONLY come from AHS and would take 7-14 days. It took the full 14 days! This was in the South during August, the hottest month of the year! The repair company said that they are not allowed to buy compressors from the local distributors where they could get the compressor in and installed in only 2-3 days. I am also unhappy with the designated HVAC service company. They always give me an estimate of my expenses, which are always several hundred $$ that I must pay, and require payment immediately upon completion of the work. Each time they come, they charge me for 2 or more pounds of Freon than they actually install, then I have to go to battle with them for several weeks to get a refund of the excess charges. I am still battling with them today for a refund that I should have received a couple of weeks ago. It's this way every time. I also resent that AHS will not cover the full cost of Freon, which I understand IS covered by some other home warranty companies. If an appliance must be replaced, AHS will provide only the cheapest, most basic replacement. They will not replace with a comparable unit. For example, if your is a nice or premium stainless steel model, it will not be replaced with the same make and model. When our stainless steel, top line dishwasher failed, we had to pay out of our pockets for the difference between a basic model and what we had.

5 years ago

Reply from American Home Shield

Hi JT,
Thank you for bringing this to our attention. I would be glad to speak with you to discuss your experience to have the air conditioner systems repaired.

Oct. 1st, 2021

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Helen Lockwood Charlottesville, VA

Most providers were excellent, others were good, but a couple providers were less than satisfactory with timeliness and with billing additional charges. Replacement items were not covered if they malfunctioned, and I was referred by AHS to the manufacturer's warranty division, which told me they didn't cover it either, as AHS hadn't handled the warranty on the item. Premiums were raised every year, so after the third year, my premium had doubled. Customer service was polite, but were sometimes difficult to understand, with rote responses. Only one customer service representative returned my call with information as promised, while several others said they would call back but never did.

5 years ago

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Cedric Tucker Universal City, TX

I have had four claims with AHS in the last six months. AHS assigned a technician to the work right away and they came within time limit, even sooner for issues needing. One problem (refrigerator leaking) was resolved at time of the visit. The first of the other three took months to resolve. A microwave door had to be ordered it took more than two months and when it arrived it was the wrong one. Another month and a half we final got the right one. The next was the upstairs air conditioner went out. The resolution required parts which, after tow weeks, have not arrived. The next problem (a water leak in the walk and ceiling) was quickly resolved. I have called AHS about the delay in the parts twice and the representatives were very nice and helpful; however, they could not find out what was holding up the parts. The.y both tried to call the purchasing department but no one answered the phone. They tried a second time and a recording said the wait time was two hours. We still don‚Äôt know the status of the parts. I experienced this problem before. My washer went out and could not be repaired. It took six months to wait for a new one. I don‚Äôt know the why there is so many problems there. Is it a lack of enough people to handle the parts or should you add another shift? Something needs to be done if you expect a 5 star rating.

5 years ago

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Verified Customer

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Lisa Philadelphia, PA

Overall it’s been good but the communications at times with some agents lately has been extremely frustrating. Or takes more to explain things. I have to request to speak with a supervisor. I understand your call center is not here in the states and I try to be patient. Most times things have been fine but as few times they have made a already stressful situation of needing service, even more stressful. Last week I had water back up in my basement and still progressing. The agent told me to wait 2 days. I was already upset that the request for a return repair I submitted on Saturday was canceled out by your system because it didn’t read it as a return. Monday I was expecting a call for service so I called myself and that’s when I came across this agent that told me to wait another 2 days. We didn’t realize it was still accumulating over the weekend. Slow but still steadily. I could not wait 2 days. He first told me he didn’t see any calls for the toilet to begin with even though a ahs plumber had already been out 3 times. I asked for a supervisor. He told me one wasn’t available. We went back and forth. I told him them get someone else to get on the phone. He kept telling me to call back in. I refused because I didn’t want to start all over again. Eventually someone must have helped him because he pulled up the visits for the toilet and finally said he would put the repair in as expedited. Luckily the plumber was familiar And they squoze me in the next day.

5 years ago

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Dennis Williams Bakersfield, CA

Fairly good. Only one issue, and it's a BIG one. Three weeks without air conditioning. No reason for that!! Customer service has been extremely slow. In addition to that, the customer service agent couldn't explain why the "out of pocket" price was so high. Stated that I needed to contact the air conditioning company and ask "why the charges are so high"? When I contacted the company and asked that very question, it was simply that my policy didn't cover the refrigerant. Why couldn't American Home Shield tell me that? It would be nice to speak with a representative that was easier to understand as well!

5 years ago

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Lauren Brooks Conroe, TX

We really liked them last year. We had a couple of appliance problems, and they were really great with good customer service. This year, our AC went out, and it was a completely different experience. The AC company that they work with is extremely shady. The guy who came to go over numbers with us was the most bullying salesman I have ever encountered, and was so rude and off-putting that I got rather contentious with him. Once he figured out that he couldn't take advantage of us, it was clear he was ready to leave. Then, he told us that AHS would be paying $2000 (and was still going to charge us a huge amount out-of-pocket), but when we went to ask for a cash-in-lieu offer from them (because we didn't trust him to do the work or give us a fair price), they said that he invoiced them for $340, so that's all they would give us. They had no process for appealing or changing that number. I think that the AC contractor (Air Dynasty) is charging them practically nothing so that they will continue working with him while trying to get all the cash out of the customer, but telling the customer that AHS is paying a lot more so that they don't feel unfairly treated. I could never get them to understand that or even to send me the invoice that he had sent them, so all I got out of them for a $10,000 AC replacement was $340. I would say, if someone has old appliances, it may be worth the investment, but with issues involving more labor such as AC and plumbing, it is not worth it.

5 years ago

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Felicia King Bellwood, IL

The experience I had they sent out masterpro to my home bad service they kept stating it was the lint screen and I told them that was not it. I purchase a new one and dryer still did not dry call masterpo manager said because I gave her service tech bad review he will not come back out and she as a manager rude which I did not want that tech back out he was here like 15 minutes. That company American shield sent out there should drop them and read the reviews with company and manager one star. When I tried to to speak with manager at American took three days kept getting the run around until my son tried and told them we not hanging up. After all that American shield got A E factory out and Dave service tech was excellent and he died the problem and it's like I have a new dryer.

5 years ago

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Ronald Bransford Schertz, TX

Generally on simple request AHS does well. Now trying to replace a water heater recently it has taken almost two weeks for AHS to move on the issue. I spent countless hours trying to resolve issues with overseas call centers that were useless. AHS essential has customer service agents that must work in closets without any contact to other AHS departments and can only read from scripts. Worse if you call more than once the narrative changes. The call center agents have no understanding of the issue or how to resolve it. The customer has no means to recitify a problem with an AHS decision of repair. The customer agent doesn't apparently have that tool either. Corporate resolution is not possible since the executive staff is insulated from the customer. While after doggedly pursuing a resolution the service provder was able to convince AHS to change their decision of repair.

5 years ago

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Eva Narvaez Dickinson, TX

Very conflicted on my answers, up until recently I have felt very positive about AHS, but issues with an air conditioner claim has rapidly changed my outlook. I have spoken with a customer rep twice and both were polite but seemed limited on the information they could share with me. I have requested copy of my contract and copy of cost of materials neede for repair and have yet received them. I would love to be able to speak with a person authorized to address my questions but it seems difficult to do so and this causes trust issues. We have heard some unfavorable stories of other‚Äôs experiences and I am hoping for better results!!!

5 years ago

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Kathy Davis Nacogdoches, TX

The first time I tried to use AHS it was great - Crockett Lock rekeyed my house and they were very nice. The second time i needed AHS concerned my air conditioner It was on a Saturday and our AC wasn't cooling. I called and they charged me the $75 and gave me a provider and they wouldn't be open till Monday. My husband had a stroke 1 1/2 years ago and its hard for him to be without air. I called AHS back and they ( after about 1 hour of questioning) gave me permission to call another AC company that could come right out. They said that they weren't on their bad list ! I called McWilliams and Sons ( the approved company) and they said that they could come right out BUT that they didn't work with AHS and that we would have to pay the service charge of $80. We did and they came and fixed it. I tried to get my money back from AHS since I had to pay the other company. When I called I just got the run around. The next time I tried to use AHS I had a problem with the gas line to my gas stove. I called and they said that wasn't covered even though I had been told that they covered that. I hope we don't have a problem with our gas heater - they probably won't cover that either ! I did my research and really thought this was a good company BUT I am very disappointed in the service that I have gotten so far. Everyone that I have talked to when I called in was VERY hard to understand.

5 years ago

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B Donohue Ojai, CA

They always seem to find a way not to cover items. Plumbing repair: they send out inexperienced plumbers/contractors who on many occasions incorrectly misdiagnosed a problem, said it was not covered, I had to personally fix the problem at my own expense. It was a simple fix which only required a change of cartridge. It took time and youtube videos to figure it out. Be aware of the lazy high water pressure diagnosis by their subcontractors. I have 2 houses and they used it on both. Of course AHS will not cover, however the subcontractor will offer to fix at a cost between $250.00 to $800.00 depending on the company. The customer service is poor. Typically, I spoke to someone and there was a language barrier. They don't record prior problems well, so every time you have to rehash the problem. On a positive note, I have had great experience with their appliance subcontractors and that is why I have kept the policy.

5 years ago

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Emily C Harris San Angelo, TX

I had to pay out of pocket when the plumber that came to my house couldn't locate the problem through our clean outs on the ground and had to get on the roof to snake down the vents because getting on the roof wasn't covered. So that was $300+ out of pocket on top of the $75 deductible I had already paid to AHS. Then, our AC went out for the 2nd time in 3 months with 100 degree temps and a baby in our house and they would not find us a local contractor to get our system working emergently but instead assigned us a contractor from 3.5 hours away that wouldn't come for 2 more days. I just canceled my service request, called a 24 hr HVAC technician that was local, and paid out of pocket.

5 years ago

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Robert K Fort Lauderdale, FL

I have had many experiences with American Home Shield. Sometimes it works well and a lot of times it doesn’t. It can be very difficult to get a representative and when you do often times they do not understand what the issue is. When I ask to speak to someone else they say they can’t I spend 20 minutes trying to get someone to understand me. Sometimes when things are going well, i can make a request online and get someone to the house within a day and the problem is solved. Sometimes though it take up to 6 weeks, yes weeks, to get someone to come out. When you have a house full of people you can’t wait 6 weeks for a fridge. Actually that took 3 months to get repaired. I tried to get AHS to buy me out but they refused. As you can imagine my tenant was not understanding after a week. I wouldn’t have been either.

5 years ago

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A Murphy Jonesboro, GA

Had AHS 18 years ago and was very satisfied for several years and was very satisfied. After a few years it began to send out questionable technicians from iffy companies. While the customer service people were always helpful and polite, they could only do what AHS allowed them to do. AHS was fine for small fixes but replacing major parts or whole systems, like HVAC the parts had to be ordered through AHS and took a long time. Also, the cheapest parts were used, even when replacing a more expensive version. Left AHS for a few years, recently came back and have been pleased so far, but I've only had small jobs done. However, no longer able to request certain companies known to be trustworthy on their list, have to take who they assign and hope for the best.

5 years ago

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Amy Young Yukon, OK

I am frustrated that each person I talked to on the phone was very difficult to understand. It was apparent that I was talking to call centers that were not in America. Some call center employees were unable to answer questions because they couldn't understand the question. When giving the email address for the cash out option, the call center employee's English was so understandable that the wrong email was given. I had to make contact through Facebook to get the correct email address. For a company named American Homeshield, I would expect to talk to someone with adequate English skills.

5 years ago

Reply from American Home Shield

Thanks for sharing your feedback. We appreciate your honesty.

Apr. 5th, 2021

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Rachel Forman Santa Ana, CA

I had bad experience w/customer service last fall. We needed our refrigerator fixed and dealing with the outside of of the United States customer service was very poor. First 1 rep I had trouble understanding their English and the rep refused to transfer me to another rep or even a supervisor. When I told them the 2nd opinion company could not come out for about 5 weeks (this was for a refrigerator repair) at first they did not want to give me another Company. They finally called the company who confirmed they couldn't come out in a timely manner and only then did they give me another referral. That company informed me the refrigerator could not be fixed andwrote on my paperwork I needed it replaced. When I didn't hear anything in about 10 days I again called customer service and the rep told me they didn't have anything. I had to argue with them to call the company and after they did I was told the confirmed what I said. I was told I would hear from someone soon. Again after about 10 days no one had called me so I called custoemr service again. Again I was told there was nothing in the record and again I told them to call the company because my paperwork said the refrigerator couldn't be fixed. I was put on hold and while they said they would try to reach the company. When the rep came back on the line she said the company couldn't be reached. When I asked about the time difference I told them the company was not open yet as it was 8:00am CA time and they opened at 9. I was very upset when they said I should call back. I explained that we were losing food a nd needed this repaired. The rep transferred me to the Escalation Dept and the rep Eddie told me tthey would take care of the matter and he would cal on his next working day 2 days later. Again about 10-14 days we heard nothing. Somehow I got the number for the replacement Dept which is here in the States. That rep representative told me Eddie had indeed mad a note that he would follow up and he never did. I was also informed that the previous reps had put down that the "failure could not be duplicated" which actually meant there was not problem. She said she knew what questions to ask and would resolve ghe issue and start the replacement process. By the end of her work shift that day she called me back and informed me she had gotten the correct nfomraton and would start the replacement process the next day. Also when talking to the customer service reps in the Phillipines, it appeared that if I asked a question that was not covered in their "script" they could not answer it. It was very frustrating.

5 years ago

Reply from American Home Shield

Thank you for sharing your recent experience with us regarding your AC request. We are happy that we were able to get the issue resolved for you. Your malfunction will always be our priority. We look forward to our continued business together. Take Care.

Apr. 5th, 2021

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Jill Kramme Augusta, KS

One person sent for heater service was condescending when we asked questions-and was “done” in 15 mins. Person sent to fix heater 6 mos later didn’t fix the problem —just wanting to say it might be the masonry brick the house is built out of. When asked for someone else, they sent him again as a Sr Tech. He said the same thing and was very short with us. I had to insist and ask them to cancel my contract and refund the $100, then they agreed to a 2nd opinion. This guy diagnosed in 15 mins, ordered part, came back and fixed it. He was friendly and respectful the entire time. But I shouldn’t have to insist on a 2nd opinion when 4 visits by the other guy didn’t work.

5 years ago

Reply from American Home Shield

We apologize that you went through that experience but we are glad the issue has been resolved. Thanks for sharing.

Apr. 7th, 2021

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Renee Chandler Franklin Park, IL

Created service request for my washing machine on Dec 11 was contracted to Whirpool who subcontracted to another company, they came out the following Thursday 12/17 and deemed the machine unrepairable due to parts no longer being available, they sent update to Whirlpool and myself and AHS that evening via email, I called AHS more then 5 times over the next few weeks to see what the delay was only to be put on hold each time for over an hour while they tried to reach whirlpool to see why system not updated yet; being a customer for over 20 years this was a complete shock to go almost an entire month waiting on resolution, being forced to pay to use laundry mat in the interim and during the covid pandemic when trying to avoid others. Only reason I'm giving a 3 and not a 1 is because this is the first time I've had an issue with the service received.

5 years ago

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Toni Akers Latonia, KY

If you are only using them for appliances repair/replacement that is good. If anything major goes wrong like furnace plumbing electrical or roofing give it up. Our furnace went out and the price to replace it was $2800 as it couldn't be repaired, they are paying $700 on a buyout. Nothing it you are going to let the repair company replace it. If I was going to let them replace it it was still going to cost me $2800. My electrical system is bad. Started tripping circuits and the guy came to look at it and said it needed to be replaced and that AHS WILL ONLY PAY FOR MINOR REPAIRS. This is crazy! Why wouldn't the replace it?

5 years ago

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Judith Salvo

The technicians who did my repairs were on time, efficient and very skilled. However, the schedulers repeatedly ignored my washing machine final repair requests! AHS was extremely bad in scheduling a follow up appt. to finish repair on my GE washing machine once the parts ordered by the first technician arrived at my home. It took me 15 phone calls to AHS before they finally sent a technician out to finish the work. The tecnician was excellent, the scheduling through AHS was horrific. I thank the lady who took my last call and at long last got GR scheduled to finish the repair. I spent 2 months with no washing machine because AHS did not do their job. Extremely frustrated. However, other repairs on my refrigerator were easily scheduled and repaired.

5 years ago

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Halina Wong

Nice coverage except for a few exception regarding Fire Alarms. But hold times, online options for listing things in detail are lacking. Transparency with what the vendors write is not seen and this is a big negative because they often are not thorough in checking the items and sometimes DO NOT get the list (so they claim) then they leave and walk away. Because I do not see what they report there's no way for me to challenge them unless I call and wait for 45-1 hr to speak to a rep. Please update this important step. Otherwise I am very happy with the customer service rep's professionalism and friendliness. AHS has done an amazing job training the fleet of rep who answer the phone and alway remain pleasant and professional and helpful. Thank you.

6 years ago

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Madeline San Antonio, TX

Because they do not reach out to the customer. For example my property manager calls to schedule a service but then tells them that I have to call to authorize the transaction, which is fine, but why is AHS not calling the landlords right then and there instead of having them call to be on hold for an hour to get through. Also when a transaction didn't go through and the service is canceled why is AHS not reaching out to say that your transaction didn't go through can we try again, I have to find out from my PM that found out from my tenant. People as taking time off from work for services for AHS not to catch it before an appointment is canceled is unacceptable. It's bad customer service.

6 years ago

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Andrew Buda, TX

Anything I needed to have repaired it was done. However, trying to reach out to AHS over the phone is an ordeal. You can't speak to who you need to speak to and no one calls you back. I've been trying to reach the CIL group for over a month and a half to no avail. Plus before you can ever speak to anyone who can't help you it will take over 2 hours on hold before you ever get to a live person, who won't be able to assist you and will transfer you to another number that will take another couple of hours and if they answer one or two things will happen (1) they won't be able to give you any answers, and (2) they'll pick up the phone and it will go dead. As far as the contractors they hire that can be questionable.

6 years ago