American Home Shield Reviews

I've had a positive experience with AHS. I'm going to keep them. They're a little expensive. But other than that, I've had good service from them. I would recommend them because I haven't had any problems with them. Every time I've called them, they've sent somebody to fix it. I'm going to stick with them. I thought about changing them, but I'm happy. The only reason I thought about changing them was the price. But you get what you pay for. I've heard from some people that the lower-priced ones deny a lot of claims themselves.

We had two appliances that never fully got fixed, and I submitted them multiple times and paid the fee more than once. The techs fixed the suction part on the vent hood, but it made the lights go out. So, the lights never got fixed. Then we had an older cooktop, and the burners were going out. The techs fixed a couple of the burners, but there was one in particular that won't adjust. Once it gets to a certain heat, it just stays that hot, and you can't turn it down. The techs said American Home Shield hasn’t sent the part, which could very well be the vendor not doing it.

Whenever I called American Home Shield to complain about a certain vendor to say they’re not doing their job, the rep would say that it’s the vendor who’s assigned. We had the experience of American Home Shield not sending a very good vendor for our AC, too. We cancelled the warranty because we were sick of dealing with the runaround with the other vendors. There are some good vendors like True Vine. But there are some vendors that aren’t good. How they are paid may be low motivation for them, but because we were an American Home Shield client, it did not ever seem we were at the top of their list. And the amount of time it would take for them to get to us would be weeks.

Our dishwasher had lost power and was down for over a month. American Home Shield sent a company that couldn’t fix it and then True Vine came out. The techs had to diagnose it, get the right part, and then fix it. They did a good job. They had to come out a couple of times, and it was a long process because of how they had to submit it to American Home Shield. But they stayed on top of it. The last two companies that came out had nice guys, but because of the whole American Home Shield process, we had people out four different times. It was a six-week process to get our dishwasher running again. If this was our AC, we're not waiting six weeks.

On other things, we could put up with the inconvenience if it ultimately gets fixed. But we were just looking at what we were paying a month, and then how long we would be down, and it's not worth it. There was just a lot of inconvenience. There were a few positive interactions with customer service but the best one was when I cancelled. When they got me to the right person, she didn't argue. I had tried to cancel the year before and the guy wouldn’t let me. We were in the middle of a claim and he said that when it gets fixed, I would change my mind. So I said okay, since we wanted to make sure it would get fixed.

I veered from American Home Shield for one year. I went with another company, and then I came back to American Home Shield because they're dependable. By all means, do it, too. I'm a single woman. I lost my husband last year. Although we had the protection even when I had him, he was handicapped and unable to do much the last few years. Single or otherwise, AHS is a good investment. Unless your house is brand new with manufacturer warranties, it's really good to have that protection.

That response was extremely frustrating. If AHS is denying a covered repair based on a specific weight limitation, they should be able to clearly explain where that limitation comes from and point to the terms or specifications that support their decision. Simply telling a customer that the door is “too heavy” and then refusing to provide documentation is not acceptable customer service.

The entire experience left me feeling like they were looking for a reason **not** to cover the repair rather than actually honoring the coverage I pay for. The customer service throughout this process was disappointing, and I would not recommend American Home Shield based on my experience. If you are considering purchasing a home warranty, I would strongly encourage you to carefully review exactly what they will and will not cover before signing up.

When I attempted to report my concerns to American Home Shield, I felt that my complaints were dismissed rather than investigated. I was told that I only had one company available to service my home, and I was not given the assistance I expected from a company that I pay for home warranty protection. The amount of time I was without air conditioning was unacceptable, particularly because there were children and elderly individuals in my home. This was not simply an inconvenience; it created a serious hardship for my household.

I was also extremely disappointed with the customer service experience. Many of the representatives I spoke with appeared to be outsourced and did not seem adequately trained or equipped to handle a dissatisfied customer. I experienced representatives talking over me, rushing me, failing to listen to the details of my complaint, and, on multiple occasions, ending the call before my concerns were resolved. I felt as though I was being treated as a problem rather than as a paying customer who deserved assistance.

Eventually, I was able to obtain a second opinion through the Cash and Lowe department. The second company provided a completely different diagnosis and completed the necessary work without requiring me to pay anything out of pocket. The fact that the second company reached a different diagnosis and completed the repair without the substantial out-of-pocket expense quoted by Preferred Home Services raises serious concerns about the accuracy and fairness of the first company’s assessment.

What concerns me most is that when I tried to communicate these concerns to American Home Shield, I felt that the company automatically sided with its contractor rather than listening to and advocating for its customer. I was left with the impression that contractors can quote inflated prices or additional charges while American Home Shield does little to protect the customer from those practices.

I also felt that my concerns regarding how minority customers may be treated were not taken seriously. I believe American Home Shield should have a process for investigating complaints involving potential discrimination, unfair pricing, or inconsistent diagnoses rather than simply dismissing the customer’s concerns.

I am asking American Home Shield to take this complaint seriously and investigate:

7. What protections are in place to ensure minority customers are treated fairly and are not subjected to discriminatory or unequal treatment?

I paid for American Home Shield because I expected protection, assistance, and advocacy when something went wrong in my home. Instead, I felt ignored, dismissed, and forced to fight for myself. The second company ultimately resolved the problem without requiring me to pay out of pocket, which makes my experience with the first contractor even more concerning.

I expect American Home Shield to review the entire service history, contractor records, diagnoses, estimates, call recordings, and customer service interactions associated with my claim. I would also like a written response explaining the findings of your investigation and what action will be taken regarding my complaint. This experience has seriously damaged my confidence in American Home Shield, and I believe the company needs to do more to protect its customers from contractors who may take advantage of them.

Today is September 11th. My outdoor AC unit has been non-functional since the 1st of this month - that is over a week and a half with no cooling in my home during warm weather. From the very first day I reported this issue, I made it explicitly clear that I have an 85-year-old parent living in my home who is elderly and in fragile health. Despite this, neither AHS nor Shepherd's Heating & Air has treated this situation with the urgency it demands.

I have personally called both AHS and Shepherd's Heating & Air multiple times. Each time, I am met with confusion, conflicting information, and clear evidence that the two of you are not communicating with each other at all. AHS tells me one thing, Shepherd's tells me another, and no one seems to know the actual status of my case, when a technician will arrive, or what is being done to resolve this. My family and I are stuck in the middle of this dysfunction, suffering the consequences of a breakdown that is entirely on your end, not ours. This is not just an inconvenience - it is a health and safety issue for a senior citizen. The level of service, professionalism, and basic coordination I have experienced from both organizations has been unacceptable and, frankly, low quality from start to finish.

I am requesting that senior management at both American Home Shield and Shepherd's Heating & Air personally review this case immediately and ensure a qualified technician is dispatched to complete the repair without further delay. I also expect a direct explanation as to why this has taken over ten days with zero resolution. I will be documenting this experience and escalating further, including through consumer protection channels and public reviews, if this is not resolved immediately.

When I called them yesterday, they said they picked it up. You got to give them two to three days before they reach out. I still haven't heard from them. Then you call this company, and then they don't answer. It goes to recording, and you leave a message. They don't call you back. They take my money faithfully. It's 100-some dollars every month. $1,200 a year.

I was thinking of going to Choice, but I don't think Choice pays the highest premium for whatever. For instance, for an AC, they pay 5,000, and Choice only pays 3,500. So, there were some differences. But I've done some checking to change services because American Home Shield is just too hard to deal with. Everything is electronic. Everything's online. You can't really talk to anyone. You have problems. It's just a hassle. I don't have that many repairs, though, so that's lucky. I'm lucky that I don't have a lot of calls. The service is good and necessary for general repairs. But if you have anything that's a little bit iffy, you don't know. Because they say they take care of everything, but if there's a little wear and tear on something, they're not going to cover it.

The company doesn't seem to talk to each other. Because if you call one day and speak to a representative when you call the next day. It's like you have to start explaining everything from scratch. They don't take notes. Nobody transfers kind of any information inside the company and they lie to you consistently, hoping you'll just go away.

August 5, 2026: My AC was failing to cool below 85-88°F in College Station. I submitted an urgent request through my top-tier American Home Shield (AHS) warranty. AHS promised On Point would call within 24 hours. Nobody called. August 7: I had to chase them down. They told me they "don't like coming out to College Station because they are based in Houston." The earliest inspection they would offer was August 17—nearly two weeks later. August 17 (Inspection): The tech came out, looked at it, and left. It then took them 8 days just to log the paperwork into the AHS system so a repair could even be scheduled. August 31 (No-Show): The repair was booked for Monday, Aug 31, between 10 AM–12 PM. I took a full day off work to be home. They never showed up and rescheduled for Tuesday.

September 1 (The "Repair"): I took another half-day off work for a 10 AM–12 PM window. They text me saying they are late. I wait all day. They finally roll in at 3:00 PM. They claim to "fix" it and get paid by my warranty company. The Result? NOTHING CHANGED. My home is still blistering hot, the AC runs 24/7, and my electricity meter is spinning out of control, eating up 80–90 kWh a day for a small 3-bed, 2-bath house! September 2 (The Audacity): When I called back to report the AC was still broken, the representative hung up on me, claiming I was being "rude." I have been living in a Texas oven for a month—of course I am upset! Instead of fixing their botched repair, they logged a note attacking my character rather than addressing their incompetence.

The Blame Game: In their official report, they tried to blame "mud" for the issue. If mud was the root problem, why didn't the inspector say so on August 17? Why did they claim they "fixed" it on Sept 1 and take the warranty payout? MY TWO-FOLD WARNING TO ALL HOMEOWNERS: Check your Home Warranty provider before you buy: Ask them explicitly if they have local technicians in your immediate area. If they have to dispatch a company from Houston to College Station, you will be left waiting weeks in an emergency. Avoid On Point Contracting at all costs: They lack communication, their scheduling is a nightmare, they do not fix the root issue, and they will tone-police you and hang up when you call them out on their failures. Zero stars. Total scammers.

I was having breakfast with a friend the following day and he offered to take a look at the pump. He saw that it wasn't working and checked the contacts. He opened up the electrical box and found a broken wire. He spliced the wire back, and it worked. So, I was a bit upset. It's not my first claim with American Home Shield. I called them with regard to a geothermal hot water tank, which is a little bit more technical than an ordinary hot water tank. The problem was, and is to this day, that it shows on the digital monitors that the filter system is not working properly. And it says, “Cleaning.” It's a very simple thing to clean. So, I cleaned it, put everything back and reset it. Two days later, it comes back on again, indicating there's something wrong. This went on and on.

I called American Home Shield and explained that there is something wrong with the hot water tank. They sent someone out and the guy looked at it. He said he was gonna do something to some part he was gonna order. And two days later, I got a call from American Home Shield saying this guy's not gonna do the work and they would assign somebody else. They did but couldn’t give me a diagnosis on it. So, again, the warranty doesn't do anything for me. I spent $133 to have a tech come to the house and do nothing for me. And to this day, I still have the light warning on. It seems like every time I call with a problem, American Home Shield can't do anything about it. I'm not happy.

I've had AHS for almost seven years. I got it when I bought the house. When you finally get a technician out, they tend to do a good job. The ability to get in touch with someone at American Home Shield is a business. It's a two-hour wait to get someone to speak to somebody. My advice to somebody that's considering getting American Home Shield is to understand if they actually can properly service their area. For me, they're sending technicians from an hour and a half away. If I called a technician myself, they'd be out the same day.

Original review: Awful services. Customer services the worst. I am very disappointed of this program and company. They do not care but to collect their monthly bill, and put you on hold for questions, etc. Send services to unfit companies, etc. Very unreliable service.

I also had American Home Shield before for my houses and when I request for service, they did it on the same day. I've had a good experience with them and their price is not too bad either, considering the price of the appliances. I pay a monthly fee and I pay them when the techs come out. Also, I called them a couple of times for stuff and haven't had a problem. The process is straightforward.

He said he had to go back and send the pictures over. He told American Home Shield that the main reason why my AC was leaking water was due to rats damaging it. American Home Shield called me back and said, “We're not covering anything ‘cause it's pest-related.” I was so irritated. I was without an AC for another week. And I have a kid at home in this temperature. I was so mad. It was so awful. I got my own AC guy to come look at everything. He had no idea what Orion was talking about. He saw a couple of chewed pipes, which were totally unrelated. And he fixed it in and out, 100 bucks, took 30 minutes. It was a clogged pipe. Orion was trying to charge me two Gs for this guy fixing it for 100 bucks.

I'm super irritated with American Home Shield. I need to call them and see if I can get a refund for all that or some compensation. It was so irritating to deal with all this headache when I just called my own guy. I had to wait for them to send that person out. It's always a headache with that company. It’s awful. Once with my pool heater, they sent a guy out. And the guy was saying some bogus crap. My pool guy was like, "The hell is he talking about? Get a second opinion.” So, I asked for a second opinion. And the next pool guy was like, "Oh, yeah. What the heck?”

The companies they send are pretty trash. They're pretty bad. I don't know if the people they send don't wanna do the job, so they sell it to American Home Shield. Then I get another person out there, and they crush it, no problem. That's a pattern I've seen. Then over the summer, I had a clogged drain. They sent a plumber who couldn't find the drainage catch because it was behind a cup or something under the sink. I had to get another plumber out there to do it, and they did it instantly. I don't know why they’re sending these people. It's wild. I would not recommend AHS to a friend at all.

As far as American Home Shield as my warranty, I love them. I've had them for many years. This is the second house I've had with them. It's not their fault who comes out. I've told friends and neighbors AHS is who I use, and I recommend them when people ask me. They're very responsive. I've called them in the middle of the night. I've called them however many years I've had them. Everything has always been done well. I always get good follow up. I like the coverage. The plan I have is the one I need for an older house.

I still never got a detailed breakdown. I asked two different times for a detailed breakdown of why I was being charged $500 for the repair. They told me it was because of the Freon that needed to be added in the system. So, I asked for an itemized breakdown of that receipt. I never got it. The fact that you pay for a service call, you pay for a monthly fee, and then you get hit for $500 just for Freon to put back in the system and whatever else they didn’t wanna cover. So, that was my biggest complaint, and the amount of time it took the repairs to be completed. It seems like every time I make a claim, it's never easy. It always requires follow-up and checking on things.

American Home Shield did credit me back as an accommodation to the appointment charge for that visit. So, that was the right thing for them to do, and ultimately, it got repaired. American Home Shield is not perfect, but if you're looking to have some kind of additional warranty for your home, there's not a lot that I'm aware of that's better out there. I've switched a couple of different times. But I ultimately was with American Home Shield and ended up coming back. The biggest benefit of having the service is that it is some kind of a safety net for large-scale problems at the house.

They replaced our air conditioning unit with a used unit that was a half-ton larger than the one we actually had here. They said, "Okay, well, we're waiting for your condenser to come in.” We got no information on how long it was going to take, or when they actually ordered it. There was zero information about it. I called American Home Shield a couple of times. I even called Tri's AC, and they said, “Oh, yeah, we put the order in for your new condenser on the 25th,” which was the day after they were here, and I got a notification from American Home Shield. I even called American Home Shield and let them know what was going on.

Tri’s AC never told American Home Shield what exactly they were doing and what exactly happened. I called American Home Shield to find out when the part was actually ordered, and it was ordered on the 1st, and not the 25th. On the 1st, the used AC unit that they had here that was larger than the one we actually had, and it didn't match up to our central AC unit that's on the inside, so it started to crap out. It just wouldn't blow air.

My boyfriend and I, in 100-degree weather with five animals, were sweating to death for five days. Every time, I would call them to see if they'd come out and figure out what was going on. They said, "Oh, well, you might have a leak. There's nothing we can do until we get your condenser.” But they were the ones that screwed up, and then left us with a used AC unit that was too big for our house in the first place. The least they could have done was come out and say, "Okay, well, we can at least recharge it and have it run for the next couple days, or whatever, until your parts come in.” But none of that happened.

Overall, American Home Shield is not super expensive, and they actually get things done. It just takes forever. Also, some of the people I spoke to at American Home Shield, I couldn't really understand them. The prices are fine, except that if you have to put in a work order and then that work order isn't done, but the company closed it out, as they did with me, and they wanted me to put in a second work order. I'd have to pay another $100.

When the second guy came out, he was soldering some stuff together, trying to make it work. The garage door went up and down a couple of times, but as soon as the guy left, it stopped working. I called him back, and he came back and said one piece was not a new piece, it was a used piece. The motherboard wasn't also new because he was having to solder some of the connections together 'cause he said it was an old board. American Home Shield approved the parts and he's coming back out here in the next couple of days to put these pieces back in. I don't know if there's something wrong with the motor that keeps blowing the transducer and I'm running out of patience. I guess the method that American Home Shield uses to wear you down. They just keep throwing band-aids at it to try to make it work, but they haven't paid to fix it yet.

When I set up the claim over the phone, it was a very relatively smooth transaction during the first time. The second time when I called back, they didn't want to commit to anything. I asked them why don't they replace it? It costs more money to send these guys out on repeated trips than taking care of it once and for all. But they were telling me to wait for the new pieces. Right now, we're not pleased with the whole process. I pay $200 a month then I pay another $100 for a deductible but they want to keep throwing parts and pieces at it.

I've been with American Home Shield for a long time and usually, I get stuff taken care of. But most times, I have to wait and wait and call them back and fight. This is just the very beginning of the garage door claim. If they come back and that part doesn't fix it, then I have to call back and talk to a manager, a supervisor, a claim specialist, and probably spend another couple of months fighting just to get my garage door fixed. I've done that with my refrigerators and stovetops.

My first claim was for the dishwasher. The door dropped. There was no spring tension to hold it up. So, if you open it part way, it would fall right to the ground. When the guy came out, the spring was off on one side and he fixed that. He had the door to close right but the spring tension still wasn't enough. So, I called American Home Shield back, and they told me that the contractor said that the dishwasher was abused, and to further repair would cost me out of my pocket because of the abuse. I didn't even use it. So, I had some issues with that.

My oven claim went smooth as silk. The guy came out and looked at it. I told him what was wrong. He tried it and he said, "I know your igniter is bad." He told me he didn't want to make a second trip because it could be the igniter or the thermostat. So he went ahead and replaced both parts. I like that guy. He was being proactive. When he came out again, it was another service charge, but he fixed it. My wife used it all weekend. It was great.

The other problem I had was the air conditioning. It was 100 plus degrees out here. American Home Shield sent the guy out right away. He got up on the roof and checked out the whole unit. He didn't speak a lot of English. The thing was out completely. The thermostat's electronic, so it's not working at all. But he went over to the fuse box and he couldn't get the 70-amp breaker to reset. In his broken English, he said we needed to get an electrician out there. This was an electrical problem. The breaker is a fail-safe. The breaker blew because too much juice was sent to it.

We were out five days when the electrician came out. He was a real nice guy. I didn't get charged for that. He looked at the gauge wire, and it was the same thing I said. He looked at the gauge wire and at the breaker. He said that the breaker was too big for the wire. He said, "The first thing that's going to fail is the wire, and the wire can burn up first before it trips the breaker." It was the same thing that I said. So, he replaced the breaker.

About three days later, the contractor came out, went up on the roof, and said that the condenser is shot. I said, "Okay." The unit is 24 years old. He asked me, "Do you want to really replace that?" Home Shield said they were going to replace it because it was going to cost them $1,500. I told them that it didn't make sense to put that much money into an old unit that's going to fail again. Because then the next time it fails, there's something else wrong, I got to pay another $100. I told them that I didn't want to fix it.

I was told that warranty companies pay up to $5,000 towards an air conditioner. An air conditioner is 14 grand. What they're going to give me is the cost to replace that part, which is only $1,500 towards a new air conditioner. I said, "That don't make sense to me. But okay, fine." So, I had the contractor come out and put a new air conditioner in because I'm not going to deal with this breaking down again whenever something else decides to fail. We were 11 days without air conditioning in 110-degree weather. If I had any bad experience, that was it.

American Home Shield is so paperwork-heavy. Over the air conditioner thing, I must have gotten at least 12 emails. They sent me an email saying, "We're sending a technician out." But he's already been out. Why are they sending a technician out? It's like they're behind what's going on sometimes. So, I just delete the emails. I was so mad over this air conditioning thing that I wanted to get ahold of the corporate people and tell them that this is a bunch of crap. I had to go out and buy window air conditioners so I could survive and sleep at night. But you can't get ahold of anybody in corporate to complain about it because there are no numbers or address. So, it's almost like they don't want to be bothered to know how the operation is working.

Appliance Quietly Removed From Coverage After Renewal. At the time I renewed and paid for my plan, the washing machine was listed on the AHS dashboard as a covered appliance eligible for service. When I called to actually raise a dispatch, I was told the appliance "wasn't currently listed" and that they would "add it" before proceeding. I was never notified, before or at renewal, that this appliance was being excluded or would need to be re-added. Discovering a coverage change only at the point of filing a claim - after the plan has already been renewed and paid for - is not an oversight. It defeats the entire purpose of paying for a warranty, and raises a serious question of misrepresentation.

Conflicting Diagnostics from Low-Quality Contractors. A claim was submitted for a washing machine malfunction. The first contractor assigned, A Plus Appliance - a vendor with a documented history of poor reviews - gave my tenant one diagnosis on-site and reported a completely different one to AHS. Nobody at AHS caught the discrepancy - I had to intervene personally just to get movement. A second contractor, VP Appliance Inc, then confirmed on-site with my tenant that the washing machine needs a part replacement and is fully repairable. Clear. Documented. Verified.

Stalling After a Confirmed Diagnosis. Since that confirmed diagnosis, no action has been taken. AHS disabled the ability to open service requests online. I have called three separate times and received the same scripted "24-48 hours for review" every time. It has now been 2-3 weeks with zero resolution, zero written update, and zero accountability.

A Documented Pattern, Not an Isolated Incident. This is not a one-off. It is a pattern: payments collected without fail, an appliance quietly dropped from coverage after renewal without disclosure, contradictory diagnostics from a low-quality contractor that went unchecked, extreme and unexplained delays, and a company that appears to rely on stall tactics rather than honoring what customers have already paid for. At this point, nothing communicated by AHS can be taken at face value without independent verification and written confirmation.

Filed and Escalated. Every call, technician statement, and timeline in this claim has been logged and documented. Do not trust this company with your coverage.

#AmericanHomeShield #AHS #HomeWarrantyScam #BadFaithClaims #ZeroTrust #ConsumerProtection #BBBComplaint #AvoidAHS #HomeWarrantyFail #CustomerServiceFail

I would not recommend American Home Shield because they only fix one situation. If a professional technician is telling you that you have another situation, AHS should fix that as well. But it's going to be out of my pocket. If there are problems and situations that need to be fixed, they should be fixed. That's what I'm paying a monthly expense for. American Home Shield finds any reason not to cover something. And the monthly amount keeps going up every year.

When I called, the wait time was over 30 minutes. I didn't speak to American Home Shield regarding my claim. If I had questions about the service, it prompted me to go online and look at the situation. Sometimes you don't want to do things online. The website is okay and it’s simple. But they should have some type of one-on-one customer service. You want a one-on-one conversation. It should be like the old days when there's actual customer service, no AI or anybody you're communicating with. They should have somebody present for communication.

They came out, inspected the situation and made the repairs that day on site. To this day, the house has been cool. They did a terrific job and got it working. However, after it was all done, I kept getting text messages from American Home Shield telling me my claim has been closed. I would have liked a little bit more understanding of what was closed, even though I knew my air conditioning was fixed. But otherwise, I would use them again. Having American Home Shield, there's low hassle and good coverage. It might take a couple of extra days because it's a warranty, but they get it fixed.

American Home Shield paid for a lot of things. So, if the toilet was broken, the other warranty would repair it, and that was it. But with Home Shield, they'll replace the toilet. But then I have to pay $425 for them to install it. They came out recently a few times for the toilet. I didn't have to pay for the piping, but they were only the things you screw. like the things you turn the water on and off with. So, I had to replace three of those. That one was fine. I didn't pay for anything. But then I had to have them come do a unclogging of my sink, and that was $425. They had to come out a couple of times. What I was upset about is just the first person. I don't think he did his due diligence to really get it out. Whoever came out and went through the spot were able to do it in five minutes. He didn't put enough much effort to just unclog it. I wound up paying $425 for them to come and unclog it from the roof.

May heating and air says the best way would be to have the company replace my unit as replacement parts are not readily available, but AHS does not see it that way, they prefer to have their long time customers dealing with unreliable contractors and without services. The company even updated the status of my service as COMPLETED, AHS issues another dispatch and they canceled again. They want to show the work is completed so it does not reflect the real wait time. After this is resolved, I am seriously considering my options about AHS. I have spoken to anyone who will listen about this issue as I feel the wait period is too long.

Overall, I'm not dissatisfied with AHS per se. The only problem I have is with this house insurance that every time somebody comes to look at anything, it's $125 plus tax. The other thing is that there's going to be a $1,000 deductible for work that needs to be done. So, it's a little bit worrisome that every time I call, I have to pay, then there's a deductible of $1,000 every time. So, I decided not to go with them for the HVAC at this time. I'm also getting new windows, a new roof, and a new kitchen. So, with everything being new, I might consider canceling the home insurance. Like with any other insurance, there's a lot of small print.

At another address, I've had American Home Shield come out four times about my air conditioner, and “it's been fixed three times”, but it's almost continually running still. Overall, they get people who may not fully be qualified to be doing the work, or they don't do the complete work. My other issue is the fact that they ask you what the problem is. I'm a layman. I don't know all those terms and what's wrong. They want me to choose what type of furnace it is, or rather the problem is the outlet or the dishwasher. If you plug it in and it's not working, I really can't tell. When I plug it in to something else, it works. But then they come here and say, "Well, it was no problem with the outlet you reported.” Then you call them about the dishwasher, and they come back and say the dishwasher is working. It just doesn't make sense to me.

Now, the first contractor they sent me five years ago had not a clue. They changed the compressor in my air conditioner, and it didn't need it. It cost me $800 for Freon. There was nothing wrong with the compressor they changed. I called them back because it was doing the same thing the next day. They put a used thermostat, and it's worked great ever since. So, that tells me there was nothing wrong with the part they changed or the Freon they took out. They just had no clue what they were doing. I've called out one of their contractors one time for my garage door. The guy said, "Well, your garage door opener's fine. $500, and I'll make it where it works.” I just told him to get the hell out. I sell real estate part-time, and I never refer American Home Shield because nobody has any luck with them. Nobody says anything good about them around here.

On August 24, we received notification that the technician was scheduled to return on August 26 between 10:00 a.m. and 2:00 p.m. We waited at home during the entire appointment window. However, the technician did not arrive, and we received no communication during the scheduled window. At approximately 4:50 p.m., the technician finally contacted us and explained that he had brought the wrong parts and therefore could not perform the repair that day. We were told that another appointment would need to be arranged. We subsequently received another appointment notification for August 28 between 10:00 a.m. and 2:00 p.m. The technician arrived shortly after 2:00 p.m. and, unfortunately, again discovered that he did not have the correct parts needed to complete the repair.

At that point, I expressed our frustration and asked that, in the future, the technician keep us informed in real time if there was going to be a delay or if the appointment could not be completed. We had rearranged our schedule and spent significant time waiting at home for both appointments. The technician responded that what had occurred was “not uncommon.”

We then contacted AHS to report our experience and to express our concern about the repeated failure to complete the scheduled repair and the lack of communication. We hoped that AHS would acknowledge the problem and take steps to improve the service and respect customers’ time. Unfortunately, our experience with the customer-service representative was also disappointing. Our call was disconnected/hung up without any meaningful response to our concerns.

Most concerning, on September 3, 2026, we checked the status of our claim because we had received no follow-up regarding the repair. To our surprise, the claim was shown as “COMPLETED,” even though the cooktop problem had not been repaired and the required parts had apparently still not been properly provided to the technician. This was our first experience using American Home Shield, and unfortunately it has been a very disappointing one. Our concern is not simply that a repair was delayed. It is the combination of:

* Most importantly, the claim being marked “COMPLETED” even though the underlying problem remained unresolved.

We are sharing this experience so that other consumers can make an informed decision when considering a home-warranty service. We believe consumers should be able to expect accurate appointment management, timely communication, respect for their time, and—most importantly—accurate representation of whether a service claim has actually been completed.

We were noticing that we didn't have enough water towards the end of the night. Affordable Plumbing said, “Yeah, it's got to be that device, and we chalked it up to that.” I told them, “Okay. Well, I'm going to go ahead and contact my power company.” So, this was more of a complaint from my wife because she takes a nice hot bath every night right before bed. She said, “Listen, this device has been installed for four years. I've never had this issue. Something has changed.” I contacted the electric company and they came and looked at the box, and they said, “No, everything's working fine. There's nothing wrong with the box.” But my problem still exists. So, that caused Affordable Plumbing to come back out, and that was when we realized that I had a clogged valve. I had a valve on a fixture on top of the water heater that was clogged and old. They put a new valve on, and I put a new valve on the top of my water heater.

The tech did check my heating coils. My heating coils were good, and he verified my temperature was good. He did check the water temperature before we started and water temperature after we started to show that there was an increase. It's wild that before he started, the thermostat on the water heater was turned up. It was maxed out from when they installed it, and they have this device on top that lets cold water enter into your hot water, and it kind of dilutes it. That's supposed to make a 50-gallon tank equate to an 80-gallon tank. I don't know the whole logistics, but it was something they recommended, so they did it. The tech did replace a valve and lowered the temperature, and it's been working now. So, I'm good to go on it now. Everything seems to be back to normal.

Casey came out for the fridge. They just assessed it, then they disappeared. Then another company came out. They assessed it, and they ordered parts. We are waiting to schedule with the gentleman to come. The gentleman that came so far is okay. They didn't fix the fridge yet, and he's just beating around the bush, trying to figure out what days he could come. My wife texted him on Friday to come to repair the fridge. Whoever the technician is didn’t reply to us till yesterday. The whole weekend was gone. As far as AHS, I've never had a problem with them.

I called them up and they came out again. They looked at something else and switched something else out. Again, they didn't wait to see if it worked or not. They just left. I did it again, and it didn't even agitate. It would fill up with water, then it would drain and spin, but it wouldn't agitate and it’d end. For the fourth and final time, the guy came out and looked at it. He turned it on, and it didn't do anything. He said he didn't know what else he could do.

I got seven people in my house right now, and four of them are kids. I got a lot of clothes and I'm spending a fortune going to a laundromat. I called customer service but the people that are on the lines aren't very knowledgeable of anything. They're telling me they'll contact somebody, then they'll contact me. It's the third or fourth person to get ahold of me on something that should have been taken care of from the beginning. Then they called me up and said they have another guy coming out. This was for last week. The guy called me and said he was gonna schedule me for Thursday between 12:00 and 5:00. I made arrangements so I'm home that day ‘cause I need my washer fixed. I got a call about 11 o'clock in the morning and the guy said they were gonna be out there between 12:00 and 2:00. I waited but they didn't come out.

The next day, I called up American Home Shield and complained. I don't want them anymore. I bought a new washing machine yesterday, and that's it. I'm tired of them. I pay for something and I expect service. But they didn't tell me what's wrong and what it is that I need to do to get it corrected. There's no customer service. If I knew what I was gonna get out of all of this waiting, I would have done this three months ago and saved me the inconvenience and the heartbreak. I got really aggravated and upset with them. I really wanted to go ahead and start acting like a person without common sense or intelligence and just wanted to cuss them out.

If this is the kind of help I'm gonna get from American Home Shield and what they stand behind, then I don't want them. I'd rather go ahead and pay an independent contractor. It might cost more money, but at least that way, I know it's gonna get done. I am very dissatisfied with American Home Shield and I don't recommend them to anybody. Also, when you would call them up before, it wasn't automated, and you actually talk to a person. Now you're always getting an automated answer asking you to press this number. That's not cool.

Frankly, AHS has been putting band-aids on my AC using refurbished parts. Now that it is totally broken, they wanted to offer three months free for me to stay with them. Are you kidding? To make matters worse, their fees are higher than those of other warranty services that offer better service - from what I understand. I am angry about this. I had to pay out of pocket to get a replacement AC system. I think at this point I will leave warranty services alone. They lie about what they will cover and make excuses when they don't.

He was supposed to file a report with American Home Shield so that they could know what to do next. And he didn't file the report right away. So, a number of days later, I was calling American Home Shield, and there was no water in the house because it had to be shut off because of the leak. AHS said the tech hadn't filed the report yet. A week later, I called American Home Shield and the plumber, and then, without opening up the front of the island like he said he needed to do to determine where the leak was coming from, he sent them a report that said it was an under-slab leak. So, he contradicted himself. American Home Shield then told me that because it was an under-slab leak, it was not covered in my contract. That was the end of that with them.

Submitting the claim through the app was pretty easy. And then eventually, I was able to talk with one of their plumber pros who tried to help me turn the hot water off so that we at least have cold water in the house, but even that didn't work. It still leaked. So, we turned the water off completely. We eventually called out another plumber, who came out and looked through the same hole that their plumber, Northgate Plumbing, called out. He said, "Oh, yeah. It definitely is an under-the-slab leak."

He then shut those pipes off going to the island, and so now at least we have water in the home. We just still have water in our kitchen island. But that could all have been done the day that Northgate came out if they were competent. American Home Shield is slow to respond and is likely to send subpar workers to your home. Some of the people that I talked to were nice, but when you need them and they don't come up with a solution, then what's the use in paying for the service?

Customer service-wise, a lot of the reps have issues with their English and sometimes, when I tell them what the situation is, they don’t fully understand. Two weeks ago, my AC went out and I had to wait a week for a repair person to come out. I called American Home Shield back and asked the rep if there was any way they could send a different company. They were supposed to check but nobody ever got back to me. So, I ended up having to wait all week before I could get service. And that wasn't cool. Also, I pay a monthly fee, but I may not call to get service for a year. So, when you call and place a service call, the $100 fee for service could be cheaper.

• Locking caps – $295

In total, these “modifications” added up to more than $2,000 that I was expected to pay directly to the contractor, even though these items are clearly related to the proper installation and operation of the evaporator coil and AC system. In my view, they are not luxury upgrades or optional extras – they are necessary components to complete the repair.

When I asked American Home Shield to explain why these items were not covered as part of the coil replacement, I received vague answers and no clear contractual justification. They would not point to specific clauses in my contract that clearly support treating each of these items as “non-covered” work. Instead, they hid behind generic language about “modifications” and tried to pressure me into paying the extra costs if I wanted my AC fixed.

The result is that AHS advertises coverage for major systems like air conditioning, but then uses technicalities and undefined “modification” charges to avoid paying for a complete, functional repair. This feels deceptive and unfair. I bought this warranty expecting that a failed evaporator coil would be covered, not that I would be hit with thousands of dollars in surprise charges to get the system working again. My experience with American Home Shield has been:

• A claims process that feels designed to benefit the company, not the homeowner

I would not recommend American Home Shield to anyone based on this experience. If you are considering a home warranty, be aware that AHS can approve a claim on paper but then make the actual repair financially unrealistic by dumping essential work into the “modifications” category and forcing you to pay for it yourself.

They closed the ticket because technically the garbage disposal was fixed. We then called back. Got charged the $100 again to get a plumber out. They confirmed the hose is broken. AHS said that repair is not covered and would come out of our own pockets…. So now they want to fix a valve which supposedly involves cutting into dry wall under the sink (my finished basement) where they will not re-dry wall sand paint or anything. We are on the hook for all of it because a contract broke a valve. What does this even cover other than new problems and issues. It would be been better if I’d just found my own plumber and never paid a monthly fee to AHS or their ridiculous service free. What is the point of a warranty if they leave my home worse off, break things and cost me more money than it would’ve been to just save the service fees/monthly charge and do it directly out of pocket.

The following day, I received a call from Astro. I mentioned to the rep that the technician came and he was struggling with trying to figure out what the problem was. There’s a blanket that goes around the unit, and he turned that piece and damaged it. She got very upset because I was complaining and she dropped the call. Then I noticed an email saying the job was complete. I called American Home Shield back, explained to their customer service and they reopened that work order.

The second technician came last week and asked what the problem was. I told him I assumed the first technician would come back with the new part and put it in. A plumber was also assigned and he came and checked the system. He said there was no problem between the air gap and the plumbing line where it discharged. The problem was from the unit to the air gap. I explained that to the 2nd technician. He played with it, and somehow, he managed to turn on the machine. But when the first technician came, he also was able to turn on the machine.

After the 2nd technician turned on the machine, he said it was working and there was no problem. I asked him about the part that the 1st technician placed and the water leakage through the air gap that was still happening. He turned on the machine, and he saw that too. Water was constantly leaking through the air gap. He said he would talk to their office and left. Before he left, he said we could use the dishwasher. We turned on the machine ourselves again, and we noticed the water was leaking through the front door panel. All these years, I have been paying the premium with American Home Shield. I never knew that I would come to this kind of situation, and I would get this kind of treatment.

I am extremely disappointed with this decision. I paid for a home warranty specifically to have protection when an appliance breaks down, but when I actually needed the coverage, my claim was denied based on an allegation of misuse that I strongly disagree with. Based on my experience, I cannot recommend American Home Shield.

In talking to AHS today they tried calling the contractor and only get a message. We have tried to call the contractor as well and just receive a message machine to leave a message, which we have. Still no call back from them. Now they say that they can not assign another contractor for another contractor for another 24 hours. This contractor obviously does not want the job as he is ignoring both AHS and us. Our contract with AHS clearly states that all parts are guaranteed on a washing machine, so not sure why they are refusing to repace the basket in the first place. Very disappointed in AHS for not fulfilling their end of the contract. We have been a customer for a long time and in the past we were satisfied. However, this has been a terrible, time-consuming, experience. Please get this resolved. We pay our premiums and you are stalling on this repair.

I had Choice Home Warranty but the last year was horrible with them. Plus, the cost was even higher, and it wasn't worth it. I'm a member of AARP and I kept seeing American Home Shield ads. Coming through AARP, they usually give you a sound recommendation on groups. There is also a little discount when you're an AARP member. I thought of giving them a try and so far, it's been good. Just make sure that when you're assigned somebody, they have the availability to come out sooner than what I waited for. If this would be an issue in the future, I would go back to American Home Shield and let them know.

American Home Shield came with the house when we moved into it. We got a voucher to pay for a year of coverage and decided to keep using. It's relatively easy to use. There's the New York branch for their customer service and they generally do pretty good. But when they route it towards the international customer service, they have their scripts that they read. Also, sometimes response can be slow. I had an issue when I was trying to dispute the claim. I messaged the customer service representative because I never got the report for the secondary opinion that they said it was the same diagnosis. But I even talked to the technician as he was leaving and said it was the blower motor. I asked if the outdoor unit was bad and he said it was not. That's where I wanted to see what was listed. American Home Shield said they'd send me the report but I never heard back from them on it.

I've had American Home Shield for a very long time. I usually do my claims online. This latest time, I did the claim online, and then I was called by the vendor itself. The turnaround time was a few days. With the washing machine, you want it done immediately. They were able to get to me within a week because I talked to them on a Wednesday and they had appointments beginning that next Tuesday. So, it wasn't bad at all. If you’re having a plumbing problem, getting to you in under a week in some cases may not be acceptable. I've had great luck with them.

I was grateful that American Home Shield was willing to pay for the hot water heater and ended up replacing it. But they did not pay the plumbing charge that needed to be made. Also, I wish they would work into their system to pay for code upgrades as well. Codes change and I wish that the coverage changed with it. I was not pleased that it didn't. I have to recognize that American Home Shield, first and foremost, is an insurance company and they don't want to pay out any more money than they have to. I've been with American Home Shield for 26 years. So, I've seen the cost increase and the coverage get pickier. But we still use them.

I would recommend that people read all the paperwork and make a decision for themselves. Overall, we've been pleased with what American Home Shield is willing to replace when something breaks, although there are things they won't cover. We went through a difficult time where we had to install a cleanout in our sewer system at our own expense before they would cover our plumbing again. We decided it would be more cost-effective over the long haul to put the cleanout in and continue using the coverage. We've recommended American Home Shield to friends, especially the younger ones who don't understand that there are a lot of expenses in home ownership. It's nice to have this home warranty because there are things that it covers, and you just have to come up with the monthly fee and the appointment fee.

According to the last plumber who was here and installed the system for us, the difference between what I would have paid commercially and what I paid through American Home Shield was almost $2,000. So, it saved me that amount. I have to go back and look at how many times I've paid for it and haven't used it compared to how many times I've used it, and we've figured we've gotten our money's worth. There are other companies out there, and I'd recommend everybody look into all of them and make a decision, but we've been pleased enough with American Home Shield to stay with them.

Once I called, a representative was very helpful and stayed on the phone with me even though we got disconnected. From that point, within 24 hours, we received an email with options for a replacement. We were given one option at no cost and several others where we would pay the difference, with shipping included. The other option was a Lowe's gift card. I wish I could have gotten either a replacement or a monetary sum that was not a gift card to a company that locks me in for that. Other than that, it wasn't a bad experience.

The representative was the best person we have ever talked to at American Home Shield, and was very helpful and knowledgeable. We were only without an appliance for seven days, so it was fast enough that we could get back to washing clothes without having to use a laundromat. In the past, some claims took six months to get sorted out, and we even asked that certain people not be rescheduled, only to have them scheduled again. But American Home Shield has improved massively this year, and this was the best experience they have ever provided us in five and a half years. We were thinking this would be our last year with American Home Shield and were looking at other options, but maybe they have restored enough faith in us that we may stay a little longer, as long as they don't increase our premiums again.

American Home Shield is a little overpriced and underdelivers on what is actually covered for some things, but they're improving in customer service and responsiveness. It is nice to have the blanket of being able to call somebody no matter what's going on and have a flat rate for service. We liked it better when the service fee was $100 for a visit instead of $125. $100 is quite enough, especially if I only call them seven times in however many years but have paid them the entire time. The service fee should stay where it is.

The customer service representative states that this is why he doesn’t have any home warranty like this on his own house because you never get what the coverage they claim. We asked to speak with a manager. His response was that escalating to management wouldn’t do anything because they only do payroll and don’t know anything about the service requests.

When I described the timeline I was told, he suggested he doesn’t believe what people tells him and only deals with facts in the system. The fact is there was clearly a miscommunication because a warranty company representative told us it was under review and we will hear back on Monday August 31st. It would have been more appropriate to highlight any miscommunication instead of suggesting we are lying. Customer service representative claimed we shouldn’t expect to receive any communication within the provided timelines and it would take longer.

After this interaction we have lost all faith that our washer would be fixed or this claim would be addressed. When we asked for written confirmation that we spoke to address this issue, and that we would like it escalated, he could not provide me with written verification that management was notified of my escalation request.

I need someone who is in management to contact me immediately as the last person I spoke with seems to have just suggested that I made a mistake going with your company regarding this request. Our policy states we are covered for up to $5,000 of repair and replacement cost and we were told over the phone that we would just be given cash for the machine that broke and would have to pay any difference out of pocket even if it was within that limit.

The paperwork May’s technician provided to me after the 8/25 visit states, “System working properly at this time,” even though my A/C was still blowing hot air when he left. AHS is now telling me that May submitted a diagnosis stating the opposite—that my system is NOT working properly and that lack of maintenance is the cause.

Because of this contradiction, I asked AHS to send me a copy of the diagnostic report they received from May. AHS told me they could not provide it to me. I find this extremely concerning because AHS is relying on this report to make a coverage decision, yet I cannot review or verify the information being used to determine my claim.

My A/C unit is 31 years old, which is another reason I am requesting an independent second opinion to determine whether the problem is actually due to lack of maintenance or normal wear and tear associated with the age and condition of the system. I have been telling AHS that I want a second opinion and was previously told that once May’s diagnosis was received, we could move forward with that process. Now that AHS has the diagnosis, I am still getting circular conversations and no resolution.

AHS has also not refunded my original $125 service fee and will not waive another $125 service fee for a second contractor, despite the first contractor failing to resolve my A/C problem and the conflicting information regarding his diagnosis. I am requesting that AHS authorize an independent second opinion without charging me another $125 service fee, refund my original $125 service fee, and promptly move my claim forward. I have been without working A/C since August 19 during extreme summer temperatures. I have complied with the process and paid the required fee. At this point, I need AHS to provide a resolution rather than continued delays, conflicting information, and additional charges.

Original Review: I am extremely disappointed with my experience with American Home Shield. I submitted an A/C service request on August 19, 2026 because my unit was making a loud humming noise and blowing hot air. I paid the required $125 service fee, and the contractor AHS assigned did not come until August 25. The contractor left without resolving the problem, and my A/C continued blowing hot air. I immediately contacted AHS, requested my $125 service fee be refunded, and asked for another contractor. My refund request was denied, and instead of sending someone else, AHS continued telling me they were waiting on the original contractor’s diagnostic report.

As of August 31, I STILL do not have working A/C during 100+ degree temperatures. I was finally told the contractor submitted the report on August 31, but now AHS says I have to allow another 24–72 hours for it to be reviewed. I have repeatedly called, explained the urgency, and asked for the matter to be escalated. I paid AHS the required service fee expecting my covered system to at least be properly diagnosed and the claim handled in a timely manner—not to spend nearly two weeks making phone calls while my home remains without A/C. At this point, I am requesting my $125 service fee back and for AHS to immediately assign a qualified contractor who can properly diagnose and repair my unit. The delays, lack of urgency, and constant “wait another 24–72 hours” responses have been unacceptable.

I also have another claim waiting on a split unit in my office. We put in another ticket and American Home Shield has sent back an estimate where I have to pay $2,200. I need it fixed. And that's probably going to cost me more than the oven will. But overall, I’ve been pleased with American Home Shield. The warranty came with the house when I got it in 2017 and I had family members who had it on their homes, which is one reason I've always kept it. They usually come through, and the people are always very nice, though the first person you talk to can't do a whole lot.

I've been with American Home Shield for about a year and this was my second claim. I found the website very easy to use. If I used it more, then I might find some things that might need some improvement, but based on what I've experienced, I'll give it a 5. For my first claim, I had something with the doorbell. That issue was outside of the warranty with the American Home Shield. So, we made some changes and everything is working the way I need it right now.

At this point in time, I've been satisfied with American Home Shield. The initial $125 that they charge to have a guy come out is reasonable. If we look at the service fees that require for them to travel from wherever to come out, I don't think it's bad at all. So, I don't have any problems at this time. The only price that I've incurred was the 125. In the case where I had the doorbell system, they refunded my money. I've been very happy with the American Home Shield warranty that I have and what they've done for me. Their operators have been very cordial and pleasant in dealing with the problem that I've had and answer any questions.

I told American Home Shield that I wanted to file a complaint against the company for not keeping me informed, and that impacts my job and others who had needed to come out to the house if I wasn't there. AHS said they would look into it after the call was complete. They've fixed what's eventually needed to be fixed, but the customer service reps that I talked to seemed like they were reading from a script and not so concerned about taking care of my problem. I don't know where their customer service is based. Probably overseas.

As far as American Home Shield goes, I use the app when the app is working. Usually, to put a service request, I put it in the app. When I have issues, I call because the app sucks, and you can't get anything resolved. I'm going to cancel the policy at the end of this year because they're awful. They also expect the consumer to be a diagnostician and know exactly what the problem is. When you're in the first floor of a house, and there's water coming in, especially if it's coming from the ceiling, and there's a bathroom right above it, you'd think that's a plumbing issue. But you're not allowed to cut holes in anything to figure out what it is. Otherwise, you're responsible for fixing that. But if you don't tell them the right thing, then they want to charge you another $100 for a different service call because they've got to switch it to somebody else. It's just not very user-friendly, and they have this expectation that we're able to diagnose.

Whenever I submit a claim, I go in to the American Home Shield website and it's pretty easy. It gives me a brief description of what's covered. For this particular claim, I selected pool pump and put an explanation of the problem. They originally assigned it to a vendor that I had used previously but who we had a terrible experience with. I called and told them any other vendor could come but that one and they assigned J&S Pools to us. I wish American Home Shield would have given us them the first time. I have another claim for a garbage disposal I've been working on since the first week of June but the contractor never follows up. They never submit any of the paperwork to American Home Shield, and it's on me to call and ask what's going on. It would have been easier for me to replace it myself in the beginning and just not use them.

I've had American Home Shield as our home warranty for probably four years. I like their website. It's easy to navigate and relatively clear. The cost to us for the coverage isn't very expensive because our house is very old. We knew we wanted some additional coverage. However, I have had several things that they said were covered, but then they found a little loophole not to cover it. Customer service-wise, it's not very good. It is so hard to get ahold of a person if you have a problem. I had to call the other day and spent an hour and 15 minutes on hold before I got a person. Then the person said someone would call me back but they never called me back. We've considered changing companies. But when it goes well, it goes well. With J&S Pools, they did everything. I didn't have to call an advocate. I didn't have to follow up.

When my furnace was put in, there was a piece that wasn't compatible with the size of my house, so I didn't have heat for a little while in the winter because the techs had to come and fix that. It was just an inconvenience. Overall, things get fixed and I recommend people all the time. I was recommended, so overall, it's better to have American Home Shield than not, especially for those little things.

When we got in, I began to show him the problems. He said he doesn't do stoppage with pipes. I told him I'd show him where the pipe burst at but he said he doesn't do that too. I was showing him something else as well but before we could even get in the basement, he was so rude. He just didn't want to be here then he began to holler. I let him go on because I couldn't deal with that. That was poor customer service. I let American Home Shield know of what happened but they never got back with me. I wanted them to not charge me for him coming out because he wouldn't even look at the stuff.

I have been a loyal customer of American Home Shield for many years with my other properties and with this property. I stopped but got back with them because they've helped me so many times in the past. Once at my other property, I had a company to come out for a heating and cooling issue. That repairman was so nice and professional. He came and did an assessment. He didn't have a flashlight with him, though, which I thought that was odd, but he got that job done. I liked him. That was the most memorable time and experience with American Home Shield. I also had a good experience with a hot water heater claim. The repairman, Legato, came out twice for a hot water situation and he was excellent. But lately since I started back up, American Home Shield hasn't been good for me.

At the time, I didn't have a choice in the matter because the plumber had already come out, looked at it, and supposedly already gone and gotten parts, which had taken three hours by then. I didn't know if I was charged for the three hours of time for him to go get the parts or not. But he came back, repaired it, and said that he needed me to give him a check. My wife wanted to pay by credit card, and he told her she could call the office. She said he was there and could take the payment. He ended up calling his office, and we made the payment.

I then called American Home Shield to argue the claim. They told me they did not cover the entire repair because the plumber had to modify the plumbing. That's where I lost my mind with American Home Shield because all the plumber did was cut out the cracked pipe and put new piping in. He had to connect the pipe somehow, so I asked them to explain exactly what modification they were referring to. We went round and round for about two hours with back-and-forth phone calls. I talked to the plumber and asked him to explain exactly what he modified or upgraded. He said that there was nothing. I called Sundance Plumbing and asked them as well, and they even told me there was nothing to modify.

I ended up calling American Home Shield back, and they kept citing their contract, saying that anything that is modified is not covered. The lady specifically said that as soon as he cut the broken pipe, that was a modification. The plumber's exact report states: “Determined 1.5-inch fitting on kitchen drain line to be source of leak in kitchen. Detached and modified drain line and vent line for access and replace cracked fitting.” I called and asked them to explain to me exactly what was modified on the drain line and the vent line for access and to replace the cracked fitting. All the drywall was already cut away, as well as all the insulation, and they had complete access to the pipe.

The lady at American Home Shield specifically stated that the minute the plumber cut the pipe, that was a modification. So, I asked her specifically how she would react if she went to a tire shop and said she had a flat, and they took her car back, looked at it, and came out and said they fixed her car and gave her a bill for $472, and she asked if they repaired it and they said they modified it and put a new tire on it. I said they didn't modify it and didn't improve it. They couldn't repair her flat tire, so they replaced it. And this was essentially the same thing. It was a cracked pipe. The plumber can't replace all the piping in the house, so he makes a repair to the affected portion. To do that, he had to cut the cracked pipe out. She said that was a modification.

American Home Shield was using semantics to charge me for a repair that should be covered under their contract, and I got very hostile with them. Since I've had them, they've replaced my air conditioner, hot water heater, and stove. This is the worst experience I've had with them. I would still tell somebody the warranty is a very good investment if your home is outside of a new home warranty, because in most new homes, the builder provides a 10-year warranty on the build of the home and most of the appliances. There are a lot of companies, and I even looked at going with HomeSafe. People should make sure they read the entirety of their American Home Shield plan as well as the fine print, because I'm contemplating raising mine to where American Home Shield covers modifications or improvements.

The pipe was clogged, and the water had to go somewhere, so it went into the pan, overflowed, and damaged my ceiling. I wasn't asking them to fix the ceiling, but they should have gotten the water out. A supervisor told me they weren't required to because it was considered maintenance. I didn't agree because the unit wasn't going to work normally with water still sitting in the pan. The floor underneath the unit was soaked, and we had to put towels down to catch the water. They didn’t do a complete job. All the technician did was put something on the pipe and flush it. He was here for less than 10 minutes and wouldn't remove the water, even when I offered to get him a bucket.

I've had two houses before this one that had central air conditioning, and I never had a problem. I have a different company, Keenan, that comes and looks at both my upstairs and downstairs units every year. They came in and looked at it in December. Everything was fine. But the tech kept mentioning maintenance. I called Cody from Keenan, and he said he doesn't know what the guy was talking about. He said he looked at my system and there was nothing wrong with it. And I told him about the problem. He said that guy should have emptied the water.

I've been with American Home Shield since February and this is my first claim. They say they cover your appliances if they break down, but that’s not true. There’s small print that I’m not aware of and I need to look into that. I would have to find out a little more about American Home Shield before giving a recommendation. I need to go through my emails and see if they sent me an attachment that specifies exactly what my contract says is covered and what is not covered. I had to pay a $125 service fee for someone to come out, and right now, if somebody asked me whether they should look at American Home Shield, I would not recommend it. The price is reasonable is but I wasn't happy with my experience. The people at American Home Shield need to educate themselves.

After he replaced our ice maker, everything seemed like it worked. He showed us that it all worked. And it seemed like everything was fixed. Then after he left, we weren't making ice, and then we realized our water system, which provides water to the fridge, was not working. So, we did a follow-up through the app again, and then made another appointment. They're gonna come back and see what's happening with it.

We got the AHS coverage because it was one that a lot of our friends had in the past. We're first-time homeowners, so we're just going off of personal recommendations that friends give us. I like the ease of putting in a request because the app makes it very simple. It's like less than a couple of minutes. Then we're just waiting on a phone call. And that usually comes within 24 hours. I like the timeliness and ease of use.

They were classifying my claim as saying, “That's not mechanical. That's the torque master." I said, "That's the mechanism of the whole thing, and it is a mechanical feature." Everyone else's claim got paid. My claim wasn't paid because they said that they're calling the part. I went through customer service, and it was very annoying. They basically told me that it's now on me to go get the documentation from my neighbors, which is a big ask. And then fight with Flash. I probably will because it's a total of about $900 for something that's supposed to be fully covered.  

AHS is calling themselves a referral service, but I don't really need them to pick vendors. I could pick my own vendor. I have concerns going forward that if I provide them with enough information to know whether it's an issue that's covered or isn't, it's unethical to charge $125 essentially as a fixer for securing an appointment. I'd rather them say, "This isn't something covered."

Similarly, I had a standalone freezer that went out, and it was very easy on the app to say, “That's not covered. They don't cover standalone refrigerators or standalone freezers, small appliances like that." Even though I have the electronics package. It didn't go any further. I'm not happy with this experience because I knew exactly what the issue was. It was even diagnosed on the phone while I was waiting 'cause I had called somewhere outside initially, and I knew exactly that it was the spring. I don't understand why they would secure an appointment if they know it's a gray area. And I don't think $125 is valid. As they said, I always thought 125 was essentially the claim fee. But they're saying that that is the service appointment fee, and that's unnecessary. I don't need to pay that to get somebody out here. I can always choose between Angie's List and Thumbtack and other people's referrals; it's really not an issue.

For a month and a half, I could not get any answer from anybody. They said they would send it to escalation, but escalation didn't do anything. I was told that about four times. So, I'm totally unhappy with American Home Shield's air conditioner repair. I had them do one for me a few years ago, and it was fine. But this one has been ridiculous. We've had 109-degree weather here during this period, and I have no air conditioner. I’ve asked to change contractors and get this fixed. As of this morning, I finally got ahold of the contractor, and he said that they sent the parts to the wrong warehouse. They're supposed to get back to me and let me know where they're at and when they can be here.

We also had a leaky pipe that was apparently under the slab. National Plumbing came out, but they didn't have any equipment to detect where it was from, and they said they don't do slab repairs. What they wanted to do was reroute the pipe instead. They were professional about what they said and sent me a quote on rerouting the pipe. I found a company that came out, and they had equipment. They checked where the leak was at, and they do slab repairs.

I had a situation five years ago with American Home Shield. I had a place in the mountains, and I was paying additional for well coverage on my well. I filed the claim, and for a week, there was nothing. I went online to their website, and they hadn't even assigned it to a contractor. I finally called a contractor on my own. He came out and fixed it. I was out $3,500 for something I was paying extra for, and American Home Shield didn't cover a dime.

I kept calling American Home Shield, and I asked them to send me another vendor. They told me they couldn't because the contract with the first vendor was still open and they couldn't close it until the work was finished. I had to ask for my $100 deductible back because the vendor wasn't responding, and they eventually agreed to credit it. I called, if not every day, then every other day. I was forwarded to the escalation department several times and spoke with almost everybody there.

When I finally spoke with a gentleman who was the GM, he understood that the situation was not right and said it should have been taken care of a long time ago. He agreed that there was no reason I should still be without air or some type of resolution. By then, I was so done that I decided to cancel my contract. He offered me a discount to extend it, but I declined. I told him that if I had gotten somebody like him in the beginning, I wouldn't have been canceling my contract, but I had never been treated that badly before.

After I canceled, someone called the next day saying they had finally received a response from the vendor. I said I canceled my contract and I was told that it’s not over till the end of the month so they still have to finish it out. They sent me a bill and I asked what it includes. They still hadn't received all the paperwork and still couldn't get a hold of the vendor, so they finally sent a new one. The new guy couldn't believe I had been without air for over a month. I was finally scheduled to get my air fixed. The gentleman I spoke with was kind, professional, and on top of everything. If I had talked to him at the very beginning, my problem would have been handled. He knew exactly what needed to be done and how it should have been done. Nobody else had his training.

I've been with American Home Shield for about five years and have had claims before. I've had a problem with them in the past, but it wasn't like this. They need to get rid of that vendor. I could understand maybe two weeks, but a whole month was too much. Considering I'm paying $5,700 out of my pocket, I feel screwed, but it could be worse. American Home Shield is covering some of it.

The website and app were also frustrating because it’s like a circle. It kept sending me information, but it wasn't answering my needs. American Home Shield used to be on it, and have weekends available too, because not everything bad happens Monday through Friday. I would be honest with people asking about American Home Shield. Some of my friends and coworkers have had issues with them too. One of my girlfriends that I work with was going to cancel them, but they offered her a discount on her contract, and so she's going to stay with them for a little while longer.

I've asked the agents with American Home Shield to put notes in there about the specifics of the unit and preferred companies that do work on it to request that they be contracted first. However, that doesn't usually happen. They still send someone out anyway. It seems that there's always going to be the first technician that comes out can't work on it for some reason.

The most recent claim I did on the app. But previously, I called just because of the confusion with sending out technicians that can't work on it. So usually, if I just submit it without talking to anybody, it'll send it to a company that can't do it for some reason. And this is something that I've dealt with five times.

The only thing is that there may be a miscommunication or a misunderstanding because sometimes there's a language barrier with the agent. And it's not that they don't speak English, but they don't understand the way that I'm trying to explain it, for whatever reason that may be. Sometimes the context isn't always understood.