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American Home Shield is one of the most popular home warranties available with high ratings from customers. Some of the positive features that American Home Shield offer that customers love are the online claim portal, the general promptness of services, and the overall generous coverage terms versus competitors. Although there have been some one-off complaints about service delays and phone hold times, frustrations are mostly due to outside influences (for example: cold weather that American Home Shield can't control).
Overall Score: 9.8/10
Customer Satisfaction: 9.7/10
Prompt Service: 9.8/10
Repair / Replace Quality: 9.8/10
Price Range: $299-$550+
Trade Service Call Fee: $75, $100, or $125Get Your Quote Now
American Home Shield is the largest home warranty company in the United States. With its large customer base, it has maintained a high level of service through expansion into 49 states across the US. Below, find the full company details:
|American Home Shield|
|# of States Served||49 States + DC|
|Network of Contractors||14,000+|
|Home Warranty Subsidiaries||Landmark, OneGuard, HSA Home Warranty|
Excluding its subsidiaries, American Home Shield has a variety of home warranty products available to both home owners and property managers. American Home Shield's variety of plan options with multiple rates to choose from and fully customizable 'Build Your Own' plan are big differentiators they have over the competition. Here are the current products available:
|Combo||All Appliances & Systems Listed Above|
|Build Your Own||Select 10 From Their List of 21 Systems & Appliances|
Review New 2018 Plan Options & Get The Best Rates
Coverage Won't Be Denied For:
Overall, customers say that claims are easy to get assigned and work completed. Some of the highlights of American Home Shield claim center include doing over 3.9 million requests in 2017, which is much larger than other home warranty companies.
Overall, people are happy with the service that they receive when it comes to technicians making repairs and replacements. American Home Shield is known for being fair and operating in their contractual obligations overall. There are a few one-off complaints regarding repair speed (especially when weather is concerned). If this is a potential issue for you (such as you live in a cold environment), you may want to invest in a back-up (such as extra space heaters in case of heating issues).
American Home Shield has plans specific to real estate professionals that are good for those that are buying or selling homes. These are ideal for those that may have multiple properties, are home sellers, or are home buyers. Additionally, they a wide array of tools for real estate professionals, making it simple to add clients to plans. Finally, they have a full real estate MyAccount PRO portal that allows real estate agents to completely manage the home warranties for homes under their care.
American Home Shield vs. First American Home Warranty
American Home Shield and First American Home Warranty have comparable pricing structures and pricing options. American Home Shield has more options on the higher end of the coverage. There are some complaints from First American Home Warranty that the deductible is charged in any case of contact, whereas American Home Shield is more lenient in terms of its communications.
American Home Shield vs. Old Republic Home Warranty
American Home Shield has a lot going for it over Old Republic. Old Republic does not have as much web usability benefits as American Home Shield has, though there is a promise for a new website soon. Overall, American Home Shield has better scores from customers when it comes to repair services as there are some that have had issues with Old Republics contractor network.
American Home Shield vs. Choice Home Warranty
American Home Shield and Choice Home Warranty are both competitive products in terms of the benefits that they provide customers. Choice Home Warranty has some more negative feedback from customers around coverage issues so make sure to carefully read your contract before getting into the business.
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I’ve used AHS for a couple of times and every time, it’s been a good experience. They fixed my refrigerator a couple of times and the third time, they replaced it, so I was happy with that. When my garbage disposal went out, I called it in. I didn’t know my number so they found it for me. Everything was good. The repairman was on time. I’m an on-time kind of nut, and when you tell me you’re going to be here at a certain time, I expect it. Everybody’s not like that, but he was. I’ve told my sister about AHS and my son just bought a house and I told him he should get it. I’m trying to talk to my mom into getting it, but she’s old school. AHS is good at their work and if it’s in the policy, they will fix it. If they can’t, they will replace it. They don’t make up excuses and whine about it, they go right ahead and do it which I really appreciate. And it doesn’t take them all day if you call them, either the next two days, they’re there.View More Reviews
I called for a plumber and an electrician through American Home Shield and they delivered. There wasn't really a lot of interaction. I just did it online and they sent me those two professionals and they fixed what needed to be fixed and I was pleased. They got the job done quickly and I am happy with the result.
I’m very happy with American Home Shield. I’ve been with them for several years now, and I just stopped it for a while when we moved, and then I picked it right back up. Last spring, I called in to submit a claim for the washing machine. The tech is good and the washing machine was repaired, however, in less than a month it was doing the same thing that it was doing before. So, I went back online and submitted a claim the second time. A different rep came from the same company. He was very informative, and just like the first guy, he was very respectful. Both talked like they knew what was going on with the washer and I had every confidence in them.I told the second guy that I wasn’t pleased with the service because in less than 30 days, the same thing was happening again. The rep said that the person who initially came out no longer worked for him. And because the rep said it would cost way too much to get the washing machine fixed from the condition that he diagnosed first as what the first person diagnosed, I just went ahead and got the washing machine replaced. It’s a small washer and it’s been good since the replacement. I would recommend American Home Shield. I was very pleased with the service that I've gotten and the cost is not astronomical too. The maintenance fee went up a little bit from $75 when I first started to $100 now.
We were trying to sell a condo and the buyer wanted us to put a brand new water heater in. The water heater was working but they said it wasn’t working. My real estate agent said to just call AHS and ask them about it. The tech came out and looked at it. They said that for the age of the water heater, it was doing what it needed to do. I was not going to replace it unless they said it was bad and I was very happy with the outcome. I was really surprised that submitting the claim was easy. I had no idea that I could call the warranty company. Once I took that warranty out, I didn't know that it would cover something like that even though I hadn’t sold the property yet. My agent informed me of everything and I said, “Wow, that’s wonderful".I did everything over the phone with AHS. Their reps were very nice to me and did everything that we asked them to do. My agent got it going and she was there when the tech came. I'd recommend using American Home Shield as it was very beneficial to me. I wasn’t going to take one but my agent said that it would be a good selling feature. It makes a buyer feel a little more secure that their appliances are being taken care of since nobody knows when they are going to break down -- even a brand new item could break down.
I submitted a claim with American Home Shield for two toilets and three sinks and they were fast in sending out a contractor. I told them it’s not urgent, so the contractor came out in three days. Although he did a fantastic job, he only did two toilets and one sink. He said he had to go and he needed to do what’s on the record. I’m very happy with the service that I received, but not with the after-service. American Home Shield gave me good service initially, but after sales they didn’t call me. They said they will do the sinks, but I couldn't even get through them. I called them about five times and was on hold for an hour. I was also given the wrong number. I was frustrated, but it was partly my fault for not waiting an hour on hold. One day, I called about 5:00 and then there was about a three-minute wait which was much better. I tell people how great American Home Shield is and refer them.
I had a blocked sewage line. It was a holiday weekend and when I made the call to AHS for the service, I paid the copay. The contractor came the day right after the holiday and the man worked really hard. He was a pretty neat guy and gave me a sense of calmness. He was professional and competent. He had to get right to over the top of the opening and had to deal with a lot of bushes which I planted in front of the house. But once he got that done, he went about his way. When he found the problem, he solved it. The sewage line has been fantastic since the repair and it got better. Everything was done and taken care of. I am impressed with the whole procedure. If I had called a plumber on my own, I'm sure that it would have been hundred good dollars more. I also used them to fix my microwave. I wanted to get AHS for a long time, and I'm happy that I took the leap and got it.
I woke up on Christmas Day with no hot water, and the house was full of family members at that time. Upon investigation, the hot water tank had given up overnight. Everybody was smelly, there were dishes to do and we had to prepare for Christmas dinner. I submitted a claim online and then got a call the next day from the plumber, so they were out very early to help out. We had to replace the heater and it was fixed up by noon time the next day. They left a flashlight and some piping back at my place and I left them a message to come pick it up at their leisure, and if they got it. Overall, AHS was great.
I submitted a claim with AHS for the heat pump. That was done over the phone and they were able to get a technician shortly. They sent somebody out from Montgomery and they were the nicest people that I've dealt with. I had to go to the doctor and left my wife to be in charge. She has even bragged on them. They came the first day to look. They came back the next morning with the unit and got the job completed. They stayed till after dark. They knew what they were doing and it wasn't easy where they had to get to. It was under the house and the opening under there was small, but they did it. So far, so good. We have been freezing and the heat pump kept us warm. I'd tell others that my experience with AHS was satisfactory.Before, I held on the phone for two hours and that was too long to wait. But they explained to me that after all the tornados and everything, they've had a lot of calls. Nevertheless, they have all been polite and tried to keep everything clean when they came in the house. AHS is the best that I've dealt with. I had an electrician here and he used to come within the next five days but he told me to go with AHS and let them do it. So, that's why I recommended them.
I have American Home Shield as my insurance and I pay them yearly or monthly. If I have an issue I call them and I can pay for the visit upfront or when the person comes to repair something. I went online to file my claim since I was having heating problems. The blower was going and there was no heat coming out. Everything was done on the computer and I paid the $75 fee online. The contractors were on time. They were all professional and went straight to the job. They got the part and repaired it. I like AHS and I’m satisfied with them. They did a good job. It was as simple as it could be although it would be great if their rates were lower. AHS was as good as any of the others out there that I know of. I have recommended it to several friends.
We called AHS for a plumbing problem and also to double-check on the toilet as it was leaking. They called out a vendor and that vendor contacted me the very next day. They were fast to get a contractor and contact us. I submitted the claim online, which is something that I very much like about AHS since I can have an online account and could submit my claims or requests to them. The contractors were professional and knowledgeable. They came out and fixed the problem the next day. I submitted the claim on a Friday and the plumber came out on Saturday so it was great. The toilet now performs perfectly. We also had AHS service a dryer previously. That was submitted online and they had another vendor come out for that. It was smooth. We would recommend AHS to other people. It's a bit of a peace of mind. We've used them a couple of times and it has been worth our time and money.
I have just added one of my other rental properties on my American Home Shield account. I've been with them for over 10 years. I've dropped them and then I picked them back up and I really like the new policy that they have. The old one was the reason that I left. We recently made an appliance claim and got four things done on the rental property. The stove, refrigerator, washer, and dryer needed to be repaired and we put all of them on one ticket. The refrigerator's door was bouncing back, so they fixed it. Also, the pilots weren't coming on right at the gas stove, the dryer was not heating to full capacity and the washer was not doing its full washing cycle.When I was submitting the claim, I was on a very long hold which I didn’t like. I asked why that was and from what I was told, it was due to the flooding in Texas where the headquarters is. They haven't been able to get enough people, so the time equality of getting a service for that is horrible. I was on the phone and I was at work. I couldn't spend two hours on the phone trying to get a service call out. But I like talking to a live person and I don’t use the online submission. If we get so used to doing stuff online and automated, then they put people out of work. I'm used to working customer service and I know what it's like. I don’t like talking to recordings and I want the company to work for me because that’s why I pay.Still, I was able to talk to an American Home Shield representative and everything was great. The contractor who came out was really friendly and from what I was told, they did a great job. I had my mother out there for the first call. Then the tenant was there when he repaired everything. My mother and the tenant both gave me great feedback. Then I spoke to contractor myself in reference to why things were taking so long and they said they had to order through AHS. I would recommend AHS to someone.
My heater was not working and I had to wait for the AC company to get in touch with me. Submitting the claim was easy but timing was terrible because it was Friday evening going into Christmas week so I was so cold. But this was in Arizona so it’s not that bad. My unit was 20 years old and it was time to be replaced. I went ahead and did that. The contractor was good. The pricing was fair. He explained everything pretty well, and did some extra work for me that you wouldn’t expect for an air conditioning company to be able to do plus it didn’t cost too much. The one thing that sucks about home warranty though is that it’s very difficult to get something replaced. It just keeps getting fixed over and over again. It's also different from what people think that the home warranty covers. Otherwise, I’m happy with American Home Shield.
We've had good experiences with American Home Shield. When submitting a claim online, it's very easy. Once they get your number and it identifies who you are, it's pretty much a click menu and I submit. I can pay forward at that point as well. Folks then come out, make the fix and then get along to whatever their schedule dictates from there. I've never had any disappointment with AHS and they've come through every time too. It's very convenient to know that if something goes wrong, I can just go to that one spot and AHS can find somebody to come fix the issue as opposed to doing the research and asking people or trying to get on a schedule that may be full already. It's understandable that things may go wrong at times when there's extreme weather condition. The elderly or the needy who has an air conditioner problem would go first. But otherwise, the response has been mostly very prompt.We've had them out two times as of late and the people that they contracted with have always fixed the problems that we had. The bearing went out in the motor for the pool right before it was about to freeze for a week where I live and somebody came out within a day and did the fix. They saved the pipes and the pool that could have frozen and gone bad from that point forward. The pool is working like a champ.
I called American Home Shield and their rep was good. They sent a contractor out to fix my electrical issue. The contractors came out twice and they were very nice guys. They were able to fix our issue in about 30 minutes. AHS is worth it and everything was great.
Our air conditioner went out. We called American Home Shield and the rep explained what we were going to do. We told her what the issue was then we put the claim in, paid our deductible and she gave us the contact information of the air conditioner company. Then the contractor called and gave us a timeframe. It was supposed to be a 24-hour turn around time, but it was cold that time and my mom was 88, so I asked them to send someone out sooner than the 24-hour standard, and they did.The service from the tech was excellent. He called us before he was due to come out and advised us of every move. Once he got here, he went out and checked the air conditioner. He came back and told us that he found the issue and he had to get a part. He said he'd be back at a certain time, and he did. Then he installed it and everything has been running properly after the repair. Plus, he gave us his direct contact number in case we had an issue. We’d recommend American Home Shield to anyone. Their rates are great and they are the perfect company to go through if you have an older home and in case something’s broken, you don't want all the expenses to come out of your pocket.
We had a leaking pipe in our rental property in Rehoboth Beach, Delaware. The floor had softened as well in the bathroom as the leak had been there for a little while. I was recommended to use American Home Shield from a friend who used and was satisfied with their service. So we contacted American Home Shield through the app as I was in Ireland at that time. It’s a wonderful system. It was extremely user-friendly and easy to put a claim in online. AHS got the issue rectified instantly. They were talking to the insurance company who said if it was to be replaced, it would be because of the water damage.I spoke to one of the contractors for the DC home and he was very straightforward and honest. He told me that I needed something to bring the code. Then AHS called and went through it with me and told me exactly how much it would be. I didn’t need to meet with the contractor because it was taken care of by AHS. As a landlord, it definitely saved a lot of work. They were very excellent, professional and effective. If I had a question for their contractor, AHS would call the contractor and would clear it up for me straight away and I’m very happy with that.AHS has a very good reputation. The simplicity of it is what sells them. They cover everything that nobody else would and it’s all under one policy. It’s a very good value for money. We could choose what we needed as it's not just lumped into one fixed package. It’s like having a management company for my house. If I’m away from home, I don’t need to worry if something happens. They could come in and get the job done that's up to standard by insured professionals. I will definitely recommend this company. Thank you AHS for looking after us.
My garage door opener was not receiving the signal from my transmitter. Before I called Home Shield I kind of worked with it for a little bit because I had to come inside the house and hit the button to open it. But after a while the garage door didn't work so that's when I called Home Shield. They directed me to a website to submit the claim and it was simple. We scheduled it the following day and then we scheduled the time. The contractors were super friendly and nice. They had a van full of parts but my part wasn’t in the van. They ran out of it. So they had to reschedule after they got the part ordered. I was happy with the provider but I wish it would have been fixed that day. But when it was finally fixed it was one board. They were in and out in probably five minutes.I'm in the mortgage business and when a homeowner is purchasing property I always tell them my experience. "It's always good to get a warranty in the house. You'll never know what appliances are going to break soon." I also tell them about the plan that I'm in which is $50 a month and there's a $100 copay. And I give them the math on top of that. I say, "Let's say the refrigerator breaks on you. If you're paying $50 a month, that's $600 for the year, even if you pay that for three years and it's just the refrigerator. Get a warranty." And I recommend American Home Shield all the time.
I had an issue with the heater not working. I called American Home Shield to file a claim and it had an automated submission but I ended up calling them back. It took us a couple of tries to find a company that would come out because I have a condo and not a house. The contractor had to be a specific company that would come and work on heaters at condos. There was a company that was scheduled but then they cancelled because they don't service condos. But within a couple of days, AHS was able to find a company that would. The AHS representatives that I spoke with were up to date on what was happening. I was happy with the process. Once they found the company, the issue was resolved quickly. They just tripped the breaker and it stopped working. They had what they needed with them and fixed it. The heater has been working great. It was a great experience and I would recommend AHS. I like that there’s a website where it tells you if they have assigned a company to come out with the phone number and what to expect within the time frame they’d contact. It was sometimes hard to reach them over the phone but they have a good up-to-date information online which was super helpful.
The master shower wouldn't turn off and it kept dripping so I submitted a claim online. About 30 minutes after I submitted the claim, the contractor texted me. We set up a date for them to come out and fix it. They were here Monday after submitting the claim on a Sunday night. The contractor explained what he needed to do. Overall, the repairs that were done have been outstanding. With AHS, you ain't got to worry about finding a trustworthy contractor to come and do the work. I have had them for two years now and I'd tell others to get it. It's worth it.
My furnace kept kicking itself off after a couple of seconds and I couldn’t tell if there was a problem with it or the gasoline. I was getting cold and I needed to get it taken care of. I used American Home Shield's web-based claiming process and said I needed somebody to come work on my furnace. Hours later, I got a call that said who was coming out and that they'd call me and schedule a time, and they did. It was very smooth. They gave a four-hour window and the tech showed up within the first 15 minutes, and it worked out well. He came inside and I told him what was going on. He said he'd fix it and would be out in 15 minutes and he was. It was convenient. There are a lot of companies out there that provide a home warranty-type of service but I have used American Home Shield and they've done a great job.
A few weeks ago, it was really cold and there were a few minor issues with the AC and heating unit shutting down. We made a claim online with American Home Shield. Their website was easy to navigate and as soon as I made the claim, I was on the phone with a representative within that hour. The representative was very pleasant and very helpful with any issues I had on the website. She also gave me plenty of information about the company that was coming out to do the service on the heating and AC unit. The technician came out a couple of days after the claim was made. We met on two different occasions and he was very helpful. He explained everything step by step on the issues that I was having. And as he was fixing the issues, he was very informative of prior experiences with the same heating and AC units that he has worked on. He was able to solve my issue in less than an hour. The heating unit is working as if it is brand new. AHS is very welcoming and I've had a good experience so far. And if anyone would ask me who I would recommend for the home warranties, my first choice would be American Home Shield.
I filed two claims with AHS, which I did through their website. The first one was for a water heater. It was leaking and the plumbers could not fix it so it had to be replaced. The second one was for a border. One of the zones did not light up and there was something wrong with the electronic current. The contractors were very nice people. So far, everything has been good. After four months of experience, I'm glad that I went with AHS. Dealing with them is as easy as 1, 2, 3. I make one call and the thing gets repaired.
My dryer went out, and the contractor that American Home Shield brought in was excellent and very professional. He did a really good job, and when he was done, he cleaned up his area. He used my vacuum cleaner and took away all the old stuff. My dryer is running perfect now. However, the contractor didn't charge me the $125 and said that they would collect it, but I don't know if that's a benefit. I need to figure out what I can do to get the service fee down because it's too high. Additionally, the last couple of times I submitted a claim, I had to do online because when I called American Home Shield, I was on hold for two hours. I sat the phone down, started doing stuff and forgot I was on the phone. Then a text message came through saying I was number one in line or that my call would be answered in five minutes, but five minutes would go into an hour, and then into two hours, and I just hang up. I had a question when my dryer went out, and the contractor came back and was very good. Then the next week, my washer went out and I asked if they could get the same person to come out. Within a week, they had me with a whole different person that was not as good as the other guy. I would recommend a warranty, but I'd tell others to do their research on the pricing to make sure that they're getting the most for their money. There have been times where I've gotten the service that I needed. But when the techs did my air conditioning, I could've gotten better service. Some companies are good, while some aren't that good. Other than the phone customer service, I'd recommend American Home Shield.
The first time I submitted the heating claim with American Home Shield, I had a hard time getting through. I called the night when I noticed the temperatures had dropped in the house, and I told the representative that I needed someone to come out because the outside unit was already installed. That representative kept telling me there was nothing he could do, that he was going to send it over to a supervisor and that a supervisor would reach out to me. But no one ever reached out to me. After I spoke to that rep that night, I didn't feel comfortable and I decided to try calling the back-end line, the one I called to make the payment when I got the unit. The young lady was very helpful and she expedited the claim immediately. I was able to get help within 24 hours the next day. So they have good customer service skills but the first rep needs a little retraining. He wasn’t really someone who had good people skills. But other than that, I give AHS an A plus. The dispatcher came out and found out it was the thermostat that went up in the house. They replaced that and everything has been great. I had a good relationship with the contractors too. They were nice, helpful and funny. The same one came back out and he was really great. The two who came to install the unit were very nice guys as well. I was very pleased and happy to deal with them because they made me feel that they would get the problem taken care of. I'm happy and I'm going to renew my policy in February. I have also recommended American Home Shield to three friends. Even though you have to pay that $125 for them to come out and do the assessment, it’s worth it because they give constructive positive feedback.
Having a home warranty is very valuable to one’s home as things can break. American Home Shield did the door locks re-key and the dryer. Their claims representative was professional when I called to file the claim. Both of the contractors sent were very good. He fixed the dryer and the lady re-keyed the locks. It took them an hour and a half to do it. Everything went fine and it was an excellent experience.
I have been with American Home Shield for one and half years and submitting a claim is always easy. I give them a call, tell them what’s wrong and they let me know that someone is going to either email me or text me. Usually, their reps on the phone are very knowledgeable. They jot down everything and give me options on who might be coming down.I also called them when water was leaking from the air conditioner and they noticed that one of their vendors came down last year. I was happy with them so I told them to just send him again. He came in exactly when he said he would be here, remembered me, introduced himself and was very professional. He knew right away and exactly what it was, which was the pipe from the condensation that was clogged. He told me where we clean and where we start, washed the tubes first, cleaned it out and the air conditioning started to work again and stopped leaking. They rectified the situation and everything’s working perfectly now. Overall, I could count on Home Shield if something goes wrong in my house and they would get the situation resolved as quickly as they could. It was a very good experience and I was very happy. I already recommended them to people.
In doing a telephone claim one time, I was on hold for 30 minutes so I went online after that. And submitting the claim worked out better online. You just put the information in and it wasn’t long after that American Home Shield sent me a text to tell me who would come in and look at the problem. The online part of it is good. It’s when you’re trying to get in touch with somebody that's hard. But you've got to wait for everything now because people are not hiring anybody to do it so everything is computerized. Besides, the claims reps treated me well and I got good customer service from them. Every one of the contractors sent by American Home Shield was good. In one visit, there was another issue that the contractor couldn't take care of so I had to call American Home Shield back. I submitted the claim around Thanksgiving and it took about a week before I could get somebody out. I assumed that was because it was during the holidays. But once the electrician came and took care of the problem, everything was up and running. So far, I’ve been real satisfied with my service. I would recommend American Home Shield, especially to somebody who's been in the home for a while. The warranty is good for that.
The dryer went out and we called in a claim to American Home Shield. Their reps were good and a contractor came out within 24 hours. The contractor was a very good, experienced guy. He knew how to do the job and completed it.
My dryer stopped working and when I called American Home Shield to ask if my dryer was under the insurance. The lady checked it and said that it was covered. She was very nice and she told me how the process worked. I told her what was wrong and she gave me the name of the company who would do the service. Sure enough the contractor came out three days later. He was very nice and explained to me that he had to first submit it to American Home Shield and tell them what was wrong. Then they had the chance to either replace the item or fix it. He looked at the dryer and told me what was wrong. He said he had to order a part and would get in touch with me as soon as the part comes in. It took about two weeks before he got the part and came back to fix it. This is my first claim with American Home Shield and the dryer is working well. American Home Shield took care of my claim professionally and really fast. I'm very pleased with them.
We had an issue with the circuit board upstairs and the thermostat. The thermostat would not work properly because it's communicating with the upstairs unit. And it would stay lit up all the time and would blink a red light. I didn't know if it was affecting the way the furnace was working and that was what the issue was with the furnace. The hold time on the phone wasn’t long when I submitted the claim but I’ve heard that it was very difficult to set up an appointment sometimes. The contractor sent, Barnett Air Conditioning, was amazing. Then, the service guy, Scott, came a little more than a week. He diagnosed it right away and ordered the part. He was here when he said he would be. He took care of it very quickly. And if I have any other AC problems, I'm going to request him through AHS because he did a nice, professional job. He was very good at what he does and I’d stay with him. Both units were repaired and everything is working fine. I’ve been with AHS for three months and I’m also glad that we went with them. And if this was an example of what I'm going to have when I have a problem, I'll be very satisfied then too. I have related the experience that I had and told my friends that it was worthwhile.
My Realtor mother had told me about American Home Shield when I was closing on my house and I’ve had them for about 14 years now. I had called in a plumbing deal. I put in some shut-off valves and thought I had a leaking toilet, where the ring was leaking, but that was not the case. They just tightened it up. But then, I had another call a couple of weeks ago, but I found out it was my irrigation system rather than plumbing and I ended up telling the plumbing company if I didn’t need them, I'll call the company in charge for irrigation system over, which I did. All my experience with the companies that work with American Home Shield has been good. A couple of the plumbing companies that they use are not that great, but usually, I use Budget, which is a great company. I usually call my claims in because I've had more success, but it looks like they're getting more and more where I need to go online because when you call them in, you're not getting any person most of the time and it takes you forever to try to talk to a person. I had a call recently where I was calling on this plumbing deal and I was trying to tell them what was going on because I didn’t think they needed to put in a ticket at that time. But because I was dealing with the electronic person, I never got a live person, and so the thing went through. I got a call from the plumbing company the next morning and I explained to them that I may not need it. But from dealing with them over the years, they're giving you more and more where they want you to do everything online because they're making it inconvenient to talk to a person. The contractors are good. I had a problem with my washer last year and the first technician that came out saw where there was a lot of things that needed to be replaced at that time because they were all going dead. He ordered the parts but when the parts came in the company, they sent another technician and this guy I got the impression that he was lazy. So, he said, "Well, you don't really need all of these and this and that.” He ended up ordering another part. And then, the third guy that showed up to do the repair on the washer ended up taking most of the parts that had been ordered back because he said, "You didn’t think you need it for the moment that time." Each one of them had a different spin. I felt the two other guys had shortchanged me on that. But so far, the washer has been working. I'm a trustee in my subdivision and I get a lot of people a lot of times telling me, "Hey, I got this problem and this problem," and so I highly recommend American Home Shield. I also have a next-door neighbor and every time I look up, I see Budget over there doing something at their house. So, they tell me they're really impressed with Budget and they're impressed with American Home Shield. And that had been the case with the people that I had referred American Home Shield to. They have been impressed as I have. Everything has been excellent. I had a problem once with the air conditioning and I called American Home Shield, and they sent another company which made the decision to replace the air conditioner. When I ran into a problem, I called in and talked to a person, and they took care of it right away. Overall, American Home Shield has been great that's why I've been with them this long.
American Home Shield is a very reputable company. I’ve been with them for about nine years and I've always had great service from them. I filed a claim online for a water leak from the water pressure regulator valve that had raptured. Submitting the claim was very easy and their website was user-friendly. The contractors who came out were very professional, too. They identified the leak, explained all the options that I had, and fixed the problem. All was taken care of very quickly.
When my garbage disposal went out, I just called American Home Shield and told them I needed service and they scheduled it. They sent a ticket and their contractor gave me a call four days later and then, they did the repair that day. The contractors were great. I worked with them almost daily, and they were good people. The service was good service and we saved money on repair cost.
I made an appointment with American Home Shield over the phone. The contractor who came was a nice guy. The problem was minor and he did it right away. We've had American Home Shield for a long time and they've done just fine. In fact, when my son bought a house, I told him that he should get AHS coverage for it because it's an older house too.
We filed a claim for our washer and dryer over the phone to AHS. I got good service out of the rep that received my call. The contractor was very helpful and I ended up getting a new washer and dryer. It took about a week from when he was out there, which was acceptable. I’ve heard people complain about AHS, but I haven’t had any problems with American Home Shield and I’d recommend them.
The two toilets in my Tucker, Georgia property were running after flushing it. The plumber, sent out by American Home Shield, came exactly on time and was really polite. He didn't see anything wrong and just changed the little toilet stop valve, but it was still doing the same thing when I flushed it so he adjusted the height where you can twist and tighten up the seal. It seemed to work when he was there, but it's worse now because it continuously ran if the handle wasn't pulled back up to the neutral or start position. I then resubmitted the request for this plumbing issue online while I was also doing another claim for the dishwasher, but the system didn't let me put in two requests. Other than that, the online claim submission was easy. It asks for the brand of the appliance and it's just clicking boxes.
My heater had gone out and the contractor sent out by AHS did his job well. I had another company come out prior, and they quoted me a brand-new heater and said mine couldn't be fixed. The contractor sent by AHS knew his job. I have a Trane heater and he knew everything about it. So, he automatically knew what was wrong. He was a very nice person and very clean. I'm very happy with the service and the heater works perfectly since the repair. Also, when I submitted the claim, everything went smoothly. It was very nice and comforting. I submitted it over the phone and the representative was very helpful. One should get AHS no matter what. I already referred several people.
I either go online or call in to submit a claim to American Home Shield, and both are ridiculous. When I go online, there's a delay when I get a call to schedule an appointment. When I call in, I literally have to wait an hour every single time before I can speak to someone, which is annoying. What I normally do is call and while I'm on hold, I take a shower, eat and clean up the house before I get to something. But when I get in touch with them, they're good. Recently, the faucets in two of my bathrooms were dripping. The contractor came, but he had to go to Home Depot to get the parts for the faucets. He was able to finish in a little over an hour. While the service we get from American Home Shield is good and we've told quite a few of my friends about them, a lot of things are not covered. The person we bought the house from provided a one year warranty, but they only got the basic one. When the garage door broke, the the AHS rep said that the policy that I have does not cover it. I asked if I could upgrade the policy, and she said no. I have to wait until the term ends, which means in January. We have a 10-year-old-house, and if anything goes wrong and it's not within the policy, it's going to have to come out of pocket. It would have been great if we were able to upgrade the policy to something that's more suitable for our family.
I called American Home Shield for a plumbing issue and it wasn't long before a plumber called and came out. He was really nice except that he wasn't the one that unclogged my plumbing. He said he had to dig the floor up and take the concrete, and then of course all of that had to be replaced. He said it would be $12,000 because the floor would have to be recovered. I called my homeowners' insurance and told them what was going on. The adjuster said that the quote from the initial plumber was too high, and within a couple hours, he had his plumbers here and they unplugged my plumbing. The initial contractor didn't snake far enough, and if he had gone a little bit further like the other guys did, he might have broken through.This was the first time that I'd ever had a problem with American Home Shield. But whenever they've come out, I've been satisfied. Their contractors clean up their mess and everything seems to be okay. It doesn't take them long to get out there and I just pay their deductible. It takes two or three days to order a part like they did for my stove, but there's no extra charge. Knowing that I can call someone and they'll respond for my appliances is a big relief. I'm pleased with American Home Shield and I've been recommending it to other people that have plumbing problems or trouble with their washer and dryer.
I normally submit my claims online and whenever AHS call for that, it has been fine. But when I’ve actually needed to reach anyone with American Home Shield, it was awful. Twice now, I have been on hold for over an hour and I assume that is normal at this point. We had a few things fixed but the only thing that I had to complain about was the oven. They said that the installation may or not be covered and they would get back to me but they never did. Overall, American Home Shield’s performance has been good still, and I have recommended them. It’s impossible to get through a human being, but when you can arrange everything and don’t need to talk to a person, they're great.
My heater stopped working, I went online and got information, then I ended up calling American Home Shield. The service was quick. The contractor was quiet but that was fine. I only wished he was more communicative. It was a little weird having somebody come into your home and not say anything. Also, it was odd that I didn’t sign anything afterward. When he left, my pilot light was still blinking even though it was working at the time. I was concerned it might be something else so I had to go back and do the paperwork through my emails to find out how to get in contact with them. I wish I had something there to know that the work was complete or know what to do if there was an issue. Eventually, I was able to call the contractor and let him know. He was more than happy to come back out if needed but I ended up taking care of it. I’ve been with AHS for a long time and I haven’t had any major problems. I’m a realtor and I recommend the service to some of my clients.
I've been with AHS for 10 years now because there is value in their service. Some years I didn't have a claim, while other years, I had two which pays for itself. I had a repair that was not done and had to be redone but that was more of parts issue than a service issue. The most recent claim I had was for my AC's heat pump. Doing it online was easy. Their site works pretty well wherein I could get in and out quickly. And although I had to wait for them to get back to me, it was fairly rapid and the service has been good. I like using local OEMs but I swapped those guys for the contractor who came out and did my AC because of the service he did. Since the service, the AC has been working fine. The only issue I have with AHS is that the repairs are not quick because of the process one has to go through. I have to make the service call and then the selected vendor would get back with me within a day or two. When they find out what’s wrong, they would go back to AHS to have the repair approved. And if they need to go buy parts, they would come back out and do the actual work. Even though that’s the cheapest way to get it done, if I'm sitting here in a 105-degree heat after the air conditioning going out, that could be a little aggravating. But that’s just the nature of the beast.
An American Home Shield coverage came with my house when I bought it and a month after buying the house, my furnace stopped working. I submitted a claim online but the process was a little confusing and it didn’t have all the options. I filed the claim on a Saturday and the contractor came out by Tuesday. He was fast and had me up and running on the same day when he finally came out. He needed to go back and grab the parts, but he was able to make it happen. So far, the furnace is working great. Having AHS has been totally worth it.
I submitted the claim for my home's heating system over the phone and the contractor AHS sent was very good. He did a very good job and my furnace has been working since. But some of the companies working for AHS could be better. They could use some better companies and they should have more options for the clients to choose from.
My refrigerator needed repairs. I used my cell phone to call AHS and put it on speaker phone. I had to call them quite a few times and it was long every time. It took 48 minutes before somebody answered the phone and it didn't matter if I called early morning or late in the evening. They need to do something about putting people on hold that long. On the other hand, the rep that I was able to speak to was very helpful and the technician was fine this time because the last time when my dishwasher needed to be repaired, I even called and stayed on hold for 48 minutes to see if the technician was legit. The refrigerator couldn't be repaired so, they had to replace it. I was disappointed they would offer black when all the other appliances, the cabinets, the stove are white, which the color, apparently isn't under the warranty. I had to go to a store to find one and I thought I could just accept what they offered. I ended up getting my refrigerator and got reimbursed quickly. Get AHS but be prepared to wait.
I've been with American Home Shield for years now. I’ve had them come out and work on my dishwasher, my microwave and my washing machine. They couldn’t get the parts for my washing machine so they gave me money to buy a new one. It's convenient to call them out. However, there are things they do not cover and it gets frustrating. I’m having issues with my stove and they don’t cover parts for the stove. Although most of the contractors were good, there were a couple who were not. They would usually just come out for that one thing. If there’s something else wrong and then you didn’t mention it then you’re just SOL. For instance the light on my microwave was out but the door is also wobbly. If I didn’t mention that the door was wobbly or screw had fallen out they would not fix it. But they’re professional.I’m having them out a second time for that loose door in my microwave tomorrow. Sometimes some things have to be redone. But they come with the parts and there's just a one-time fee. One time they came out three times for a refrigerator. Yet I only had to pay the one-time service call because it was all pertaining to a single issue. They come out and see what parts they need. Then they come out when they get the part to install it. I recommend American Home Shield. My daughter has it. I recommend them to my friends. I tell them, “Hey, if one of your hot water heater goes or your heater or air conditioner, a big ticket item, even if they didn’t cover everything, at least you get your $500 worth.” But I wish they would hire more people to answer their phones. They have a long wait time. I’ve waited as much as two and a half hours on the phone. So I definitely would say that that’s a big problem.
I usually submit my claims online and the experience has been fine. It doesn’t let us really get specific about what the problem is, though, which is one thing that we noticed. An outlet in the bathroom did not work at all and there was no reason found at the breaker panel. The electrician was wonderful and he was attentive. He listened and he investigated the problem thoroughly, and he found out that our GFCI was wired incorrectly. Since the repair, the outlet has been working great. Sometimes it would be nice if there were a couple of different companies to choose from, and we would rather have other people aside from the ones they send, particularly the plumbers. But as far as everything else, it has been pretty good so far. American Home Shield is a really good idea when you are buying a previously owned house.
I have been with American Home Shield for 10 years and while it's a little pricey, it's a convenient service to have. My wife can call them and things can get taken care of when I'm not available. Most recently, my refrigerator's freezer had quit and it had something to do with the electronic syncing devices. I was out of the country at that time and it was my wife who called it in. The technician came in and diagnosed the problem properly. Then he ordered the parts, came back and fixed it. And it worked ever since. However, there was also a button that’s about to quit working and we identified it. But the technician wouldn’t do it without a second call. He wouldn’t expand the service based on the request and only did what he was asked to do. It seems like it would save us money but that’s okay.But I have issues with their coverage policies and communication. The big issue I've had within their fine print is it needs to be read by everybody that buys because it's very obvious if you read the fine print that some of the things aren’t as clear when you sign up as to what's covered and what's not covered. You have to be a semi-contract person to see and read through all the fine prints. I've had 10 years to do it with them so there are areas I know I'm going to be disappointed and they are around items that they don’t cover and what they do when they cover it.
Our dishwasher wasn’t going through the cycle fully and the wands weren’t spinning, spraying, rinsing, and it wasn’t draining. I live about 30 miles outside of the nearest city and our city has only about 100,000 people. You would think it would be way more difficult to submit a claim and get somebody out here in a timely manner but it’s pretty simple. Also, I submit my claims online and it’s way better than calling in where I get stuck on hold forever. I don’t get anybody on the phone within 15 to 30 minutes. In the 10 years of my policy, I have loved the contractors that they’ve sent except two. One was way back when we first got the policy. That guy was creepy. There was a plumbing guy that I’ve warned American Home Shield as he was completely inappropriate and they took him right off the list.I have multiple homes through American Home Shield. One time I had 3 but now I’m down to just two homes with them. I love this company and it has got to a point where when families move in to this small town and they look for a home warranty company, I usually shout off the rooftops how much I love American Home Shield. I’m very pro them. I love the customer service but one incident has put a bitter taste in my mouth. Our policies renew in September of every year. In October, I tried to do a claim online for my water softener system because it started to go out. But I couldn’t get the automated system to understand what I’m asking. I got my policy and I don’t see my water softener on my policy anymore. When I renewed the policy, I scanned it quickly and saw all of the appliances. There’s one tiny line that if you have additional things added to your plan, it’ll say “Additional things covered”, and it would have said “Water softener”. I didn’t notice that the water softener wasn’t there and that was my fault. Being a long-standing customer, they should have sent out something saying that they are no longer covering water softeners. I could have gone and found somebody that would have covered it. By the time I found out they didn’t cover it, it was too late. I’m out $750 dollars to have that thing repaired and it took the techs two different times to come out here to finally fix it, and that’s cheaper than the policy I pay for through American Home Shield. My water softener broke down in October and it was fixed just this last Monday. I was livid. Who knows what damage it’s done to appliances and things like that in the house from not having the water softener because we live out in the country with all the mineral water. The AHS rep said that she’s sorry that the water softener is not covered. That doesn’t mean anything to me. There’s no part on a water softener that is less than $200. Also, the rep said that somebody from their retention department would call me but no one ever called me back since October.
I had a problem with my dishwasher and I called AHS to submit the claim. I talked to three different people and they were all responsive. I finally got to a supervisor the last time because I had waited in between times and it was past the time, and the supervisor had to approve waiving another fee. There were three different service calls that were made and each one fit something different so, the dishwasher wouldn’t work, it was cut off in mid cycle and I had to go downstairs. Finally, a repair person said it was the dishwasher, one said it was the breaker, and another said that it was just a short so, it kind of dragged it out a little bit. But, it turned to be a breaker and by replacing the breaker and the breaker box remedied the issue. It shouldn’t have taken that many trips by that many people to get it fixed. Other than that, I’m still a believer in American Home Shield. They’re convenient, they’ll get things fixed, but sometimes, it's just quite a process. I will be using their online claim submission because I waited for at least an hour when I called them.
The people I spoke with from American Home Shield are very professional. Though sometimes, when I have a problem, I ask for a supervisor. But in the end, things get usually resolved. Recently, I submitted a claim for a heater. The contractor they sent was very professional, and since the repair, the heater has been working fine. Other than that, we had a terrible problem with our refrigerator and I felt that American Home Shield wasn't acting on our behalf. It came to a point that we're ready to leave them because seven weeks without a refrigerator is unacceptable. That was very bad.
Our shower stopped working and I was knowledgeable enough that I speculated that it was possibly a frozen pipe before the plumber got here. A plumber showed up but wasn’t able to do anything under our home warranty. The representative I spoke with said that a frozen pipe is not covered under the warranty. And it was a waste of my time waiting around for a contractor who wounded up being a little late and he couldn't do anything to prove or disprove if it was a frozen pipe. He couldn't fix it, too. Despite that, American Home Shield communicated with us quickly.
My garage door was going up slow and I did not know that when they go up slow, that means that there is tension on the spring and something is going wrong. One day when I was pushing the button, the spring broke and the door came down really hard. So I called American Home Shield and they sent someone out who stayed for an hour talking with me then was on the phone with American Home Shield for about 40 minutes. The gentleman then told me that AHS declined my claim because it was my fault that the garage door broke. So I called AHS and told them, “Ma’am, how can it be my fault? I do not know the first thing about garage doors and this is why I pay the premium service, the top one”. She told me, “No, you should have known that you were adding pressure on the spring with the garage door going up slow. That’s why we’re declining it”. Like every other American, all I do is push the button to open and close it. They refused my claim which was very disappointing.I have had AHS for five years and it seems that every time I call AHS, they look for the gray zone to wiggle their way out of paying for something but every month, the payment is automatic withdrawal. I pay AHS and if some reason there is a problem, they do not hesitate to call and grind real quick. "We need the payment. We need the payment". But when I need services, they try to wiggle out or look for that fine print that can help them not pay for a claim. I’m not too satisfied with AHS. I’m still paying it and once I’m done, I’m going to cancel them. Also, the guy who came here was charging AHS about $700 to do it and then he turned around and told me, “Hey this is not the price I’m charging you. I’ll do it for $400 but I’m charging them $700. Just don’t say anything". I found that to be wrong itself. My garage door is still broken and it has been about three months. I can't even open it.
It's a very long and tedious process when submitting a claim with American Home Shield. There’s a lot of repetition for no purpose at all. It's like going through seven different steps to make sure that you get to speak to somebody. It’s fine to have everything automated and send you to the website but some of us older people have neither the time nor the ability to go through this process. We must speak to somebody with real life. The wait is extremely long. I have to wait two hours to be told that our business is very important to them but there was a hang-up. Most of the time, this happens. The contractors act the way they do because they get minimal reimbursement from American Home Shield. But that should not be the case. If they do not want to do it, they should not be part of the group. I have had instances where I was supposed to be called in 24 hours later, which was understandable. But then, I had to call two to three times after the 24-hour period to see what was what, and then I left a message but they never got back to me. Some lady answering has no idea what the problem is even if I tell her it is American Home Shield. And then the answer is, "Let me call you back." I would rather wait for them but they know what they're doing. When we called the order in, there were two stoppages in the same apartment. We told American Home Shield one thing and whoever was on the other side wrote a different thing. The contractor from All Clear showed up but said it was not in the order. Now Patriot Mechanical is supposedly coming today. I called in the morning, left a message to confirm with the company and have not gotten any response yet whether they got the message or not. I understand that there are a lot of things to do, but when the contractor is sent for a certain period of time, we would like to get service that we're paying for. There has to be better communication.
The faucet upstairs wouldn’t shut off and the hot water kept running on it. We called American Home Shield to fix it. The contractors came out and said they changed the washers. And then, the faucet started leaking again. So, we called AHS back but we had to wait for two hours on hold and it was like the longest wait. They came out again and ended up changing out the whole faucet. We called because it was the same issue and we shouldn't have had to pay for it twice. But we ended up having to pay for it again. And then there was a leak downstairs from one of the faucets underneath the shut-off valve. It happened right when they were done replacing the faucets and we tried to explain this to AHS. It’s not fixed yet and we have another person coming out.We've also had claims for the garbage disposal and some electrical issues before. The majority of their contractors did a good job, although every once in a while, we get one that's not so great. There were just a few times that we weren't really happy with their work. But I'm happy to have AHS and I tell people about them. It’s nice to have that extra insurance because it’s really a lifesaver when you have appliances go out and when you do have leaks and issues with your faucets.
It's too bad there's not an option for zero stars. It's 15 degrees and my heat isn't working. The service company they gave the job to hasn't called or returned my repeated calls to schedule the service. When I call AHS I'm put on hold and told the wait is over 1 hour. So I am just giving them almost $70 a month for absolutely nothing.
I want to invest this time to write a review on American Home Shield. Had an electrical problem and call them, took 2 days for someone to contact me. Then sent out a someone to look at it. Said they could NOT FIX and kept my 125 charge for doing nothing.
My hot water heater broke and American Home Shield replaced it. The problem started when the water heater that their plumber put in started to leak soon after it was installed. I called them and they sent their plumber to look at it ($100 charge just for that). He looked at it and said it shouldn't be a problem. A few months went by and the leak got much worse (see pictures). I called them and they sent the plumber back out (another $100). This time he said it was serious and that if left as is, the whole thing could go and create a major problem. He also said that you couldn't just replace the leaking pipe but that the entire unit had to be replaced. After this, I was shocked when I got called by American Home Shield and they said that they would not cover this. I said "but you did the work, you didn't do it correctly, do you not stand by your own work?" They said they only cover units that are leaking and there was no water on the floor.I offered to send them the pictures (attached below) but they wouldn't look at them and wouldn't send another person out to look at the situation unless there was water actively leaking. Literally, they would not let me speak to anyone else or have anyone review the situation further. While thinking about taking this to court, I just didn't want the bother so I had to reach into my pocket and pay $2,000 for a new water heater (which was amazingly installed without anything leaking!) So what in the world did I have American Home Shield for? Needless to say I've gone to someone else for Home insurance and would not, in any way, recommend American Home Shield.
It is nearly impossible to talk with a live human being. Water heater needs service; no hot water. Finally talked with a human; she claims she called for emergency service from a plumbing company at 7 pm; she then claims the company cannot respond for 24 hours which is within their "emergency window". The worker was fine that my family is without hot water, and that no one can be home tomorrow due to actually working and paying for utilities like AHS. She did not care, and could not troubleshoot; she would not allow me to find a repair shop that could respond this evening, as these are service industries. This is not the first unresponsive, inconsiderate experience. Taking my business elsewhere.
My washer went out over 9 days ago. It took AHS 4 days to find a tech to come out here. The tech determined that the washer was in need of being replaced. AHS said they wanted to get prices on parts to fix it. The tech said it cannot be fixed in my home. It has to be shipped out somewhere, disassembled, and rebuilt which can take 6-8 weeks! This is NOT what I signed up for when I bought this policy. My husband is 74 years old and blind and I am 71. We find ourselves walking down the road with our dirty clothes over our back to get to a laundromat. I have called AHS over a dozen times and each rep tells another story about why my machine is not being repaired or replaced. Just to get a rep takes over an hour every time on hold waiting for someone only to be told it's being "parted" out piecemeal. The next one says it is in "options"... waited 2 more days, called again and was told it is not in "options". WHAT??? I am no closer to having my washer fixed than when this whole fiasco started. I have had this contract with them for over 4 years and never had to use it before. To add insult to injury I had to pay $125 co pay just to get the tech here to tell me the washer is not repairable. AHS will not respond to anything. They just take your money and leave you hanging. Please do not count on them to help you when you need them. They just say they are short of help. Not my problem. I paid for years for a service that when I need it is not there.
Don't buy this insurance. Any question you have will not be answered by "chat" or website or by phone. "We apologize that we will not be able to take your call in 2 minutes or less. Please have the accountant submit an E form and we will respond to the customer in 24 hours" or "your wait time will be more than 10 minutes." I waited just for the thrill of it and an hour later I hung up. The chat box informs, "we have no one available." What the heck kind of service for big money monthly and a $100.00 service charge anyway. What was I thinking? Recommended to me by a friend as something good to do... Now I recommend: Don't buy this insurance.
I requested repair of kitchen light cover and ceiling fan wobbling. Denied request on first attempt, sent another technician for second opinion. Second Technician told that he is going to come back for repairing ceiling fan. Called the second agency for schedule and they said, "Your insurance company denied." Called the American Home Shield and asked them to cancel the contract because they refuse repairs. Representative told me that they will charge me one month fee for cancellation. Horrible, Horrible experience.
I have used AHS for only 6 months and regret using this company already. Only 2 service requests and both failed miserably with no resolution after $200 service fee cost. Every call wait time is 32 mins to over an hour. Then you get false promises of what's to be done. To save some time, I'll only write about one of these experiences - My stove vent fan is bad so first service was Nov 2017 . It's now 1/31/18, same situation, No repair and No replacement. Lack of communication from AHS and their contractors. No Accountability. Untrustworthy. Unclear and shady procedures within AHS. Different reps will tell you different things and never follow through. They never call me to update status or followup even after they promised.Luckily, I'm proactive and call them but wait time is about 1 hour or longer. Then they promised they'll have the unit removed and install new one. I paid partly for the new unit that they selected for me. When unit arrived, contractor said it's not perfect fit so I have to get modification and that's my cost. It's their contractor's measurement and it's AHS who picked out the unit. I paid partly for the unit because their bottom grade unit is not comparable to what I have. Ok fine, I can get a granite company to cut the stone (by a millimeter?) but the contractor has to remove the unit first, right?The contractor dragged 2 months without an appointment to come out to remove the unit. AHS said they have authorized them to come remove it so I have to keep calling them. 2 months dragged on then I complained to AHS to get different contractor. AHS then told me that it's not up to me to decide, it's up to them. They promised to call them to work it out. No one called me back. I waited a few days to contact AHS again then they told me that they will not pay to remove the unit. They will only pay to install it because they won't pay for both. Doesn't make sense. I complained that no one ever told me that in the 3 months and dozens of calls with them. They have everything recorded so they can't deny it and didn't deny it. This rep knew I was right. He apologize but I won't accept it. He basically just told me that they are not paying and that it's too bad. I want service to my unit as promised.I request to talk to a manager right away and he said they don't have managers that can talk to me.They have to submit a request and have them call me back. As per my request, he wrote in a formal complaint and request a supervisor to contact me within 48 hours. It's been 48 hours, no one contacted me. It's why I'm on ConsumerAffairs and next will be BBB.org and every other warranty review organization and blog out there. I spend $800 out of pocket in total with this company in 6 months period. If I had used that money to get local pro help. I would have gotten it done. With AHS, you'll have to wait for everything from calls to service to any resolution/repair if any. I waited and followed every instruction they gave me for 3 months. In the end, they lied to me and refused to remove the old unit when they promised multiple times that they had authorized it and see it in the system. For the future, I will take notes of every conversation with date and time and name of the representative because I heard too often that "oh that report is somehow not in the system. I don't see it." They record everything. I don't buy that for a second. I have 2 rental condo which I was considering getting warranty for but decided to test drive AHS first. Glad I test it out first. It's not happening.
I wish I could give zero stars. We pay month after month after month like fools to this scam of an insurance company. Shame on us. When we need them they are never there. With wait times over an hour long, rudest of the rude customer service reps, and clueless characters sent out to inform us that nothing can be repaired. I'm sick to my stomach with this company and heartbroken as a middle class citizen to be subjected to another SCAM that gives no resolution and steals more of our hard earned money. Shame on you American Home Shield! In a desperate hope this time would be diff than my past experiences. I am currently 1 hour and 35 minutes into a wait time sitting in a house that is 50 degrees with a sick child. Unreal! Just unreal.
I'm been paying premiums for over 5 years now to AHS for my townhouse but the one time you need them-It's always such a hassle getting them to help you. My dishwasher wasn't working so put in a request 1/3/18. The contractor didn't show up for his first appointment. The send appointment he said she didn't know the company for the appliance then by 1/11 they figured out the motherboard needed replacement and wasn't available. They washed hands off our request- marked it as closed and when I call Vertex appliances they tell me now it's up to AHS shield to replace the item. Nobody from AHS has contacted me. When I call them today they don't know anything about what's going on- while they have charged me the service fee on top of my premiums. This is ridiculous. We have gone almost 4 weeks without a dishwasher not knowing what's happening next. Feels like such a waste of money spending on them. So frustrating.Updated on 02/02/2018 : Now it’s been 4 wks since this whole thing started for us. After waiting for 4 wks the part arrived but (surprise, surprise!!) it's the wrong part- because the technician who ordered it never even came to the house! So again we are back to square one! The social media coordinator from AHS emailed once and then has been MIA still! They assigned a new contractor whose first available is 2 wks from now. What should a customer like me do- have paid all my premiums, have already paid for the visit which was a total waste of time and money and still no resolution. I’m ready to post on Facebook/Twitter/anywhere and everywhere people will listen how bad AHS service is.