American Home Shield [AHS]
Reviews and Complaints

my washer and dishwasher needed repair. the first step was to call for service, then the repair company does a video call to assess,then the repair person comes out, sees again what might need to be done, and puts in the order for any parts. we had to wait a couple of weeks for the parts to come in. the timer for the washing machine turned out to be defective. it turned out he never addressed both things i reported about the dishwasher. took him four or five times to make the assessment and put in for all the parts that were required. he said he never knew about the second issue reported about the dishwasher, though american home shield had it in their notes, and i also mentioned it.. the back and forth between me to the company, him to the company, was ridiculous. one part that was put in turned out to be defective. because he took too long to fix the machines, they were deemed irreparable by AHS. since then, i got in the new units. they both were damaged during delivery. the tech that came to install them, said he would let the company know they were damaged and to put in to have them picked up and to order new ones. i have been waiting over a month. i finally called to check on status, and was told no order was ever put in for them to be picked up or new ones ordered... it is three and a half months and i was still waiting for my "new" machines to be redelivered and installed. i called and had to speak to the appliance purchasing dept. they told me no orders were ever put in to have the damaged ones picked up or new ones ordered, that i had to do that and the tech was wrong to tell me he would take care of it. i asked for three months reimbursement for the monthly fee and/or the service fee reimbursed back to me for all of this inconvenience and was told no. when i was waiting in the beginning, had to take the laundry out to be done. very costly. they wouldnt reimburse for me to get that money back either. now, i need to go up and down the steps when doing laundry, so that i can shut off the washer, as the timer that was put in doesnt turn off. it has been a nightmare. i got this plan for convenience, and it has been anything but. i have other issues in my home i have not even called on, because i dont have the confidence they will be fixed. i have tried reaching a supervisor, manager or really corporate level, and have been pushed off. the customer service reps are polite but not helpful at all when there are issues...i have spent so much time on the phone. surprisingly, no high level person called me back to rectify or apologize, and that is how i am on here now, explaining the situation, so that no one else has to deal with this.

Awful. Created a service request to have my AC fixed. A month and four visits later and nothing has been done to fix my issue. It is currently summer in California. The inside of my home is over 100 degrees. Once the temperature exceeds 100 degrees the thermostat just reads "HI." They have no sense of urgency, nor do they seem to understand the severity of the issue. Customer service representatives are useless and provide no real resolutions. Worst insurance company I've ever dealt with. Completely unacceptable.

If I could give 0 stars I would. This company is a complete scam. Maybe they will cover very small issues but for anything like an AC unit or something that is actually worth having a "warranty" for they know exactly how to get out of covering anything. Additionally, it is clear they are working with specific companies who clearly work in their favor. I had 3 AC companies come out on my own dime to evaluate our systems, each of those companies came to the exact same conclusion and gave very similar quotes for repair costs. When AHS sent their people out, surprisingly there was nothing wrong with the units except for the fact that they needed refrigerant which is the one thing they don't cover...how convenient. So magically all the other issues the 3 other companies found were not detected by AHS's contractors. This has been a common theme with them and I am finally cutting ties with this scam.

As someone who understands the value of a reliable home warranty, I can confidently say that American Home Shield is a top choice for homeowners seeking protection for their systems and appliances. While some reviews highlight challenges with customer service and contractor experiences, the majority of customers express satisfaction with the coverage and service provided. With over 50 years of experience in the industry, AHS has a proven track record of keeping homeowners smiling by swiftly addressing repair needs. From HVAC systems to kitchen appliances, AHS offers comprehensive coverage to ensure that unexpected breakdowns don't lead to financial stress. While no service is perfect, American Home Shield stands out as a trusted partner in safeguarding your home's essential components.

Company was very professional. They completed repairs in a timely manner. I have been an AHS member for 10 years. I have always been pleased with their service.

The service man was very thorough in his inspection of the unit and finding what the problem was. He explanation of the problem was very clear and understanding.

The repair men were prompt and courteous. They were able to replace the broken part and repair what needed to be repaired all in one short visit. My garage door was fixed in under an hour.

Excellent service Plumber arrived on time, sought out the problem, fixed it, and cleaned up after his work. He was pleasant, thanked ME for the service call and was very professional. We have AHS for close to 20 years and have never had an issue with a service call.

The Tech was EXTREMELY professional and he was very thorough. He explained his repair and encouraged me to call if I had any problems with repair. Did his job, cleaned up after himself and completed job expediently. I have had AHS for more than 10 years and every service has proven to be great.

I have been using American Home Shield since 2007 when I bought my first home. It came with it and I didn't know anything about home warranties. Let me tell you it came in handy the first 90 days! My hot water heater started giving me problems and all I had to do was call them and they sent out a technician to fix the issue. About a month later the hot water heater broke down completely and AHS replaced it without any problems! I am on my second home and yes you guessed it, I have AHS again! I also highly recommend them to family and friends. You can't beat the services and the ease of just calling in or using their website to put in a service request. You are contacted within 24 to 48 hours depending on the severity of your repair by the servicing repair company with a time and date of service. You only pay American Home Shield and not the repair company and that's it. The repair companies are usually companies you know in your local area and they are professional. I have issues with companies in my area not being timely, professional or doing a complete job. I can honestly say this is not the issue when they come out to do a repair. Even if something happens and they have to come back to fix it again no problems or issues with returning. You can pay for the warranty monthly or all at once for the year depending on your budget. The service fee comes right out of your checking account or you can have a debit or credit card on file. No money changes hands at any time. For my family, American Home Shield has been a lifesaver!

Let me start with the obvious: you are dealing with an Insurance Company and as so it will take a share of patience to get your problem solved. Another issue with this company is that you are not going to be able to snick on them and resolve Two problems with 1 visit Fee. We had a microwave not heating on a Thursday and a 3-Door Fridge not cooling on the very next day! I picked the fridge first to file my claim, (online the best and fastest way!), and the technician showed up the next Tuesday, yes, they have up to 48 'business' hours to start reviewing your claim. Luck us we have a small spare fridge in the garage and that made my life much simpler. By the next Saturday the tech came back with a brand new compressor and computer mother board and after 4-1/2 hours was able to get my fridge back in working order. Then I decided to ask him about my microwave and his answer was very simple: file a claim and I'll come back to check. The guy was inside my kitchen, could have taken at least a look but no, new claim fee needs to be paid. And so we did, and he came back, and thank Jesus it was just a small fuse that he had on his truck and my microwave got fixed on the spot. Each claim is a 125 dollars copay. (Not sure why some people here says 100, but I'm in South Florida and things here have the tendency to be much more expensive than any other place!). All in all, AHS resolved my 3 claims in the past 2 years since we signed with them, being much cheaper than paying a private company to fix the problems. But if you think you'll call them in the morning and have your issue fixed by the afternoon, you better look somewhere else. ;)

Paid for this service for 3 months before I filed my first claim on 3/4/2022. On 3/6 I had not heard from the contracter who was assigned to me, so I called them. They said they were no longer willing to work with AHS, nor were they willing to get on the portal and reject the claim. They gave no additional details as to why. That same day I called AHS back, they cancelled that claim and reissued a new one. I was refunded the $100 deductible, and recharged the same deductible. By the second day after being assigned a contractor, I reached out to contractor, who was extremely unprofessional in the way he handled my business (over text, unwilling to call me), but explained that he was going through a slew of hardships, including being sick with Covid, so I simply called and had them repeat the process to reassign this to a third contractor. By this time it was the 18th. I was informed there were no contractors in my area, and that it would take 48 hours to find one. by the 22nd I had heard nothing, and this time I called to cancel my membership, and get my money refunded. The best they could do was refund the $100 deductible, and the one monthly fee that had come out since my first claim was filed. They charged me almost $40 to cancel early, regardless of the fact that the fault was their own, and when I asked if I could speak to someone higher up I was told there is no one higher up. There was an additional $137.82 they refused to refund me, not including the fee they refused to wave. Buyer Beware - I was unhappy with 2-10 warranty, but never in the two years that I had their services was I treated this poorly as a customer. AHS made 2-10 look flawless. Do not waste your time or money. Do not go with AHS.

I opened a service request on June 12, 2022 for my rental property's water heater. As of June 14, I haven't received any calls from the contractor, and my tenants have been without hot water for three days. On Tuesday, June 14, I called AHS at 11:09 PT and the call lasted for 20 minutes and 18 seconds. Still, no call from the contractor. I asked for a supervisor, but the agent told me to wait 24 hours for a call back. On Wednesday, June 15, I called *** and the call lasted for 3 minutes and 9 seconds. They said they are waiting for AHS to approve. On the same day, I tweeted to @ahs_warranty to explain my situation and ask for someone to call me. I called ASH and they said they are waiting for approval from the *** with no estimated time of arrival. On Thursday, June 16, I called AHS and told them I wanted a second opinion. They asked me why, and I mentioned three reasons: 1) my out-of-pocket expense of $1720 or something (not more than $18k), 2) the contractor never came to the house to inspect the water heater, only did a video with my tenant, and 3) it's been four days and my tenants still don't have hot water (note: on the first day, I offered my tenants a hotel). I asked the agent if AHS would reimburse me for the hotel, but there was no response. I made a new service request with A *** and AHS said it could take up to 24 hours. As of Monday, June 20, I haven't received a call from the second contractor. It's been eight days and my tenants still don't have hot water. On June 20, Brother Plumbing, ***, was contacted for service. On Thursday, June 23, a technician from Brothers came out and I approved the service since my tenants had been without hot water for 12 days. The total invoice was $4,747.95 out of pocket. For my second property, ***, I opened a service request on May 27 for an annual *** tune-up. The *** technician came out but refused to go on the roof of the single-story condo (they had previously come out for the winter heater tune-up). I called AHS and requested a second *** tune-up contractor, but they said the *** special offer ($75) was over. I informed them that I had made the request.

We got an AHS home warranty when we bought our current home. Unfortunately, our A/C unit stopped working shortly after the purchase, in the middle of July.

When we first tried to contact AHS, my husband was on hold for over three hours one evening. Every time he got connected, it was with someone from another country. They were helpful, but there were communication difficulties, especially when we wanted someone local to do the repairs. In any case, the process seemed very complicated and filled with delays.

The contractor we were assigned had very bad reviews on ComplaintsBoard.com. We were not allowed to choose our own contractor, which makes sense for the company but not for the homeowner. We ended up canceling the request because of all these issues. Since many people were warning others about this contractor, we didn't feel comfortable having them work in our home.

I contacted our realtor to get a contact at AHS, which I did reach out to separately. My hope was to speed up the process and find a more reputable person to fix our A/C. Long story short, while we were emailing back and forth, we decided to pay for the repair ourselves. It's interesting to note that there were no delays when we called the contractor directly. I did ask for a possible reimbursement, even a partial one, but that was completely denied without any consideration.

The lesson here is that home warranties are somewhat pointless, especially if American Home Shield is involved. The seller paid for the warranty, but at this point, it would have been better if they had just given us the money. The process is very confusing and designed to benefit the home warranty company. In this case, we did exactly what they probably wanted us to do. We gave up. But life is too short to play these games.

Like most third-party warranty companies, AHS aims to maximize revenue and minimize payouts. However, I have had generally positive experiences with them. A home warranty came with my house when I purchased it. After one year, we decided to renew for a second year, which turned out to be a good decision. Living in a place where AC is needed for more than 10 months a year, I encountered an issue when our 9-year-old blower stopped working. I opened a ticket and was initially assigned a contractor with poor reviews. I contacted AHS through chat and requested a different contractor. Although they mentioned that they do not consider reviews, the customer service representative agreed to assign a different contractor. Luckily, the next contractor had mostly positive reviews. The contractor came out two days later, confirmed the issue, and submitted it to AHS for approval. They then ordered the necessary part, which took about a week to arrive. During this time, I recommend following up every two days through chat to ensure progress, as both the contractor and AHS can be busy. The part was eventually installed, but it was not blowing properly. Another team member from the contractor came by after a week and fixed the issue. In the end, I only had to pay a $100 deductible for a repair that would have cost around $1,500, so that aspect was satisfactory. However, it is important to note that when dealing with AHS, they act as the middleman between you and the actual work being done. If it is an emergency, you may not be pleased with the wait time. Otherwise, AHS saved me money and eventually resolved the issue.

We have a home warranty program with American Home Shield. On August 18th, we called them to report that our air conditioner was not working. On August 26th, a technician from *** located in Monrovia came and told us that we needed a replacement air conditioner and a new condenser. He said he would create a work order and email us a copy, but we never received it. On August 28th, we left messages with both AHS and *** to find out what to do next. On August 30th, the owner of *** called us and said he would make a second visit to confirm the technician's assessment. On September 3rd, he agreed with the technician and said he would prepare a report to send to AHS and email us a copy, but we never received it.

From September 11th to September 19th, we called both AHS and *** for updates, but we never received a call back. On September 20th, we contacted AHS and asked to speak to a customer service representative. The representative was difficult to hear and there was a lot of static on the line. They told us that we would have to pay *** $2,025 for the condenser repairs, which was the first time we heard about this fee. We were never informed about it. They also informed us that the air conditioner and condenser were ready to be picked up by J &K ***.

On September 24th, we tried to reach J &K to schedule an installation date, but we didn't get a response. On September 26th, we called AHS and they told us that the air conditioner and condenser were in ***. We requested a bill of lading/tracking number and a telephone number, but they said they didn't have either. They said they would investigate and update us on September 27th, but that didn't happen. On September 27th, we contacted AHS again and spoke to a representative who informed us that the air conditioner and condenser were both on back order and should arrive in 3 to 5 days.

I have never been treated in this manner in my life. There is no accountability from either company. I am hopeful that you can help us.

Best Home Warranty Out There! American Home Shield has been great for us. Unfortunately, the house we bought has had plumbing, hot water and appliance problems. More problems than our last home had in five years. We had AHS then, but we only used it a couple of times, so probably didn't appreciate just how good AHS is. With our recent home, AHS has promptly provided service and when one of our appliances could not be fixed, they quickly offered a replacement. We waited over a month for our replacement refrigerator to be available from GE to order, but finally AHS sent us a check to buy a new one. GE seems to be having trouble getting their products to their warehouses, not AHS's fault. They made the decision to replace our appliance as soon as our Appliance guy said it was not repairable. If you even consider some of the other home warranty companies, read their reviews closely and their contracts. Especially, that fine print. Most of them prorate your appliance by age if it has to be replaced and they try to duck you when you need service. I signed up for one that offered a 30 day risk free trial with a price that seemed too good to be true. Getting my money back after I read the fine print on their contract was quite the challenge. I had to dispute it on my credit card. Their are people that can't get them to pay for their repairs or even schedule them. Glad I quickly cancelled. I can't even imagine what a fight it would have been to get our repairs done. From the reviews I have read it sounds like HHH likes to collect your money, but doesn't like to pay out for repairs. Beware! Anyhow, my brother and I both have AHS and it has been nothing but perfect for both of us. Repairs are made quickly, customer service is very helpful and they take very good care of their clients. Great Job AHS! Wish we hadn't had so many problems with our home, but we are sure glad we went back to you for our home warranty. That other Company would have given us nothing but trouble based on the reviews I have read about them. I am a pretty darn picky person, so for me to right this good of a review for a company says a lot.

The first time I have requested service on my account after paying nearly $1200 and first find their computer system is down and can't take a request. I go online and make a service request for a plumber to fix a leaking toliet and will be charged a $125 service fee and then when the assigned service company calls to schedule the repair they advise me they can't get to me for another week. I cancel my repair request and go to chat with a customer service agent to find another plumber and I am advised their computer system is still down - to contact them again in an hour,.. I have been contacting them repeatedly every hour on the hour for the past 4 hours. No luck! What a disappointment this warranty service is!

It’s been since sept 25th I filed my claim with AHS, still ordering parts because the parts they ordered the first time only one part worked that wasn’t the problem they just have contractors come out and change part hell anyone can do this I’ve worked on appliances for 30 yrs and I’ve never seen anything like this ever I’ve called 20 times about the same issue my washing machine and now they want to give me a cash out option or I can still have parts ordered but they won’t tell me the cash out figure? Imagine that I’ll need to know the figure they would give me before I cash out on this. Part two coming up!

Back in June I called American Home Service and cancelled my service before it was paid on my monthly account. AHS took my money anyway, so I called them on their 800 number and told them to cancel and return my payment. Good luck, never happened, I had to call my bank and put a stop payment to get my money back from AHS. Well just about every month now I call them to stop the payment notices. They tell me yes, but now I am getting collections notices! Can someone help this retired USMC Vietnam Veteran.

june of 2023 ahs sent the wrong size unit was told to install it anyway due to .covid and the unit I was supposed to get was out of stock when they came back in stock they would replace it with the right one but it never happened . they told me they would not replace it because this unit is working of course its working it new i had a 2 ton 20 seer trane unit i told them i would take a goodman unit they said okay but i never received this size they sent a 2 ton 14.3 seer unit . i asked for a payout on the difference in units but was told i could not get one.i've been hung up on after they put me on hold twice. now they tell me their not going to replace it.

sears came to repair my dishwasher on 3/29 I was told they needed to order parts and they would be back April 3 April 3 came and went I called sears an after waiting on hold for 90 minutes I was told I had to reschedule which I did an April 8 came an no one shows up I called an was told they would be there an no one shows up I called ahs on 4/9/24 an after speaking with a customer service rep I told them I wanted a new contractor to come I was told I would have to pay the service fee again which I said no then I was told they needed to get a Supi visor in contractor relations to approve it this was done on 4/9 I was told they would call me in 48 hours which never happened on 4/10 I called again an was transferred to the escalation team after much argueing with customer rep again I was told a supivisor would call no one called

The contractor who installed our new water heater was not reputable and cannot be reached. American Home Shield has been notified 3 times and we have not received a return call. At this point the escalation team has not followed through as promised and we feel helpless to get this resolved. We are told they will call us but they never do. It is a big black hole.

December of 2023 I was baking cookies, bread, etc. I wasn't looking or hearing anything with the stove. Assumed it was cooking. December 28, 2023, I called.

Home Shield filed a claim and assigned Premiere Services Group. January 2, 2024, at (9:00 am, Nice young man Steve came to my home to evaluate, check inside oven and discovered it was some kind of fuse was BAD and the Aluminum sheet cover was badly burnt. So, today's date is 1-10-24 and Premier received the approval last week and are sitting on this. I did call premier when I had the information of the approval, I got some Condescending, rude lady there. IF I HAVE another claim I Will Never USE Premier.

And I will be looking for another insurance

I'm still without an Oven

AHS only uses one vendor in my area Island Breeze (terrible customer service) and they have rescheduled my Heating Tune up 3 times. Now that we are past the initial tune up time schedule for AHS I can not get one done and they (AHS) claims they can't transfer to another vendor because the Tune up time period ended in November. Mind you I started this process in October and Island Breeze has had to reschedule due to they're issues not mind. We pay so much money for terrible service from AHS no sympathetic ear at all. I tried to transfer to another vendor after Island Breeze rescheduled the second time and AHS claim they could not do it then even before the Heating Tune up timeframe was still an option. Just terrible all around customer service. And forget asking to speak to a manager or supervisor with AHS they are worse!