American Home Shield

Long hold times, bad professionals, terrible service, in short - a complete waste of money. Don't bother.

This company is the worst!! Let a single mother with three kids have no AC all summer in FLORIDA. The customer service representatives were not only rude, but made it crystal clear they did not care. Will tell every soul about how awful this company is

AHS is horrible! I put in a service request for my refrigerator on October 18th. They came out on the 19th. He diagnosed the problem and we never heard from them again. I called AHS and they stated the technician has 3 days to even put the request in (even though they know what is wrong). So they finally decided to put the request in on October 24th. So I ask them when will the part come in? AHS stated "we don't know". Then they has the nerve to quote contract terms. So I pay monthly (never really need the services), but when I do need them they take over two weeks. So I am sitting home with no working refrigerator and spoiled food.

This business is terrible. I called the other day and waited 30 minutes for a customer service agent. My AC unit went out and stopped cooling. They sent a company out to fix the problem. They blew in a line and left. Problem still not solved. Water was dripping outside of house because of a clogged line. Still not cooling. They came back out. Said it was another unit so I needed to pay another service fee. I understand that I have two units, but they never diagnosed it correctly in the first place. Two service fees is not required especially since I have been a long time customer. Very disappointed with American Home Shield.

This company has terrible customer service. Recently we put in a service request because our sump pump went out during heavy rain and melting snow. We were told we had to wait over 3 days before someone could come out because their 24 hour emergency service meant 24 business hours and would not include weekends. When I questioned that policy the customer service rep got mad and hung up on me. I ended up having to pay another company out of pocket to fix the problem.

So I have had American Home Shield for almost 10 months. Have paid more than $600 in contract fee and 06/02 was the first time I called them for a service request. No call until I called them today 06/06 to check the status of my service request. The first contractor did not bother to call me. Case transferred to another contractor. I asked to waive off my service fee as obviously I did not get a response in 48 hours and was bluntly told "No, the service fee can not be waived". I was told I should have called earlier. So I am being asked to keep following up. This was funny because I thought AHS stands beside us, "The Customers" but the manager Brandon said that "AHS Stands by their technicians". Well let's see what comes out of this horrible start but sure customers are on the mercy of this company. Do not waste your money with them, instead, just deposit $70 in a separate account like HSA for equipment and save some heart burn and be free to take decision.

American Home Shield: Read the fine print. It's not what it seems.
*Replacement guarantee for failed appliances that can't be repaired: This sounds good, right? In reality the customer is subjected to an endless process of repeat repairs that take days to schedule, days to weeks to order parts. I gave up after a month without a washer, repeatedly having to take off work for midDay appointments. If a replacement were to occur there is no guarantee that you would receive an equivalent unit, only an equivalent part to the one that needed replacement. For most household items, you're better off purchasing the in-store warranty than shelling out $600 plus for an annual contract. I've had better success dealing with L[redacted], S[redacted] and with better quality service contractors. For the most minimal of issues, it may be worth it, but for any major breakdowns, expect exclusions, only part coverage (e.g. air conditioner coolant is covered at $10/lb. It cost $50/lb), or a interminable process of repeat visits to try to replace appliances that are beyond repair.

Horrendous service. Unbelievable problems with a simple dishwasher repair. I missed tons of work and they sent incompetent worker after incompetent worker. It eventually had to be replaced. Then trying to cancel was a nightmare. This outfit is nothing short of a criminal enterprise. DO NOT SIGN A CONTRACT WITH THEM!!!

I don't have experience with other home warranty providers, but these guys are the WORST. They seem to only have contracts with the worst providers in my area ( I mean the ones with 1 star yelp reviews) who I can never get on the phone, who end up making multiple trips to fix an issue, vendors who don't call to set up an appointment or give a 10 min heads up or a 5 hours window...

Two days ago I used the AHS chat feature (which took forever) but now I don't see that as an option any longer... I was going to send an email to avoid being on hold forever, but no longer can find that in their contact info, so now I am currently on hold and have been for the last 16 minutes.

This is the worst home warranty experience I have ever had to go through. Whoever is looking for a reliable and professional home warranty do not get mislead by American Home shield's claims about reliability, professionalism and efficiency.

We had a major air conditioner problem at our house so we called and initiated a claim. The technician who contracts with American Home shield came and checked out the situation and his recommendation was to change the entire AC. The temperature at our house was 95 degrees on that day and our 1 year old boy was sick with acute respiratory viral infection. The technician said that he will send the report to the company and get this fixed within the next 24 hours. Despite our daily phone calls to the technician who was assigned this job, he never answered his phone for 3 days. The 4th day after his visit and while our baby was struggling with our home temperatures between 85 and 98 degrees throughout the day and night, we called american home shield and they said that they can't reach that technician. They had not even received a report about the diagnosis 4 days later!

Knowing that our home temperatures were unbearable and there was a major health risk on our baby, American home shield could not offer any other alternatives before a long labor day weekend. I requested that a manager calls me twice and she never did. I am not even mentioning that I had to wait 28 min and 32 min on the line each time I had to talk to their useless customer service representatives. They kept saying that they can't do anything and they have to stick with their "guidelines"! despite knowing how urgent the situation is!

American home shield does not have an urgent backup plan for urgent situations. Please do not be fooled by their claims that they have 24/7 service. This is absolutely not true.

We are now enduring unbearably hot temperatures at our house throughout labor day weekend despite the fact that the AC problem was identified 7 days ago!

A similar problem happened in the winter time with our heater. It took them 10 days to repair our heater during the coldest days of the year. There is absolutely no consideration for the pain and suffering that the customer has to endure while waiting for their process to work!

Completely unreliable and unprofessional.

I have had an awful experience with American home shield .. for three weeks, they have given me the run around .. my gas furnace is not working . I called three weeks ago and placed a service order .. they did not call me or update it me until I called again a week later .. only to tell me that they could not find me a local contractor and that I should look for one .. when I finally found one as most contractors won't work with American homeshield due to negative experience with them .. S[redacted] finally agreed to do the work . Technician called them and again they gave home the run around for a week .. now I live in Ma, temperature in November can go as low as 30's , they did not care that I have kids and still won't cooperate with the technician who recommended to replace the motor for the furnace .. so he quit on me and now I still can not find a technician that accept AHS warranty and AHS still could not get me one .. 3 weeks had passed and I am still without heat . ...

I will be cancelling my AHS warranty and finding a better company to go with. I have an issue with my refrigerator shelves falling out of the door whenever it's opened. The door frame is bowed out. I read the contract and wasn't sure if it's covered or not (as I'm not an expert in these things), so I called the company and described the issue we are having to the associate. She told me it was covered under my warranty. When the repair guy got here today & looked at it, he discovered that the part that needs to be replaced is no longer available. He called AHS to tell them that the part couldn't be ordered and they informed him that it wasn't covered. I got on the phone with her and told her that I didn't think it was fair that I pay the fee because I was given the wrong information. When I handed the phone back to the repair guy, she told him that I was refusing to pay (which isn't true & he heard what I said to her). Later I called the company and spoke to a supervisor who informed me that because it is written in my contract that I will be paying the fee. I would have no problem paying the fee if I hadn't been given the wrong information by their employees.

Customer is out of reach , they do not answer the phone they just going to put you on hold until you get tired of waiting and finally give up. they service call is taking a while before they send you a technician to fix whats is broken in your home. The tecnician who called us for service is not going to be available for 10 day.which is I have a wet clothes in dryer and washering machine.I've been a customer for 10 years and its gettng expensive and but the service is getting worse.

This company uses highly deceptive practices. They state that many facets are covered, but then exclude all possible situations where those items would need coverage. I have submitted multiple claims and each time a claim is submitted I pay a $75 service fee. The website asks what type of service is requested and once selected sends a rep. On every occasion, the rep then explains why that service isn't covered based on the clauses of the contract. This company is deceiving consumers and not covering even the most basic situations for covered items under the contract. So far, on top of the $550 cost of the policy, the plan has cost me hundred more than would have been the case if I would've directly hired the contractors. This company has excluded all instances where coverage would be required, and is extremely deceptive. They deserve an F rating from the Revdex.com.

I have a shower leak. Called several months ago and had a plumber come out. They told me to caulk, so I did. $75. 4 months or so later, still an issue. Call again, have another plumber come out. He opens the ceiling and caulks the drain. $75. I think it's fixed. Start up shower. Still leaking. Call AHS once more for a recall. Plumber get's scheduled but never shows. TWICE. Finally get a call (after calling AHS and scheduling plumber for a third time). He says he won't come back out because it's probably not the drain but the edges. So basically they want another $75 to confirm that it wasn't his bad workmanship. I pay $600 a year for this service and they keep wanting more money. So now I have a hole in my ceiling and a leak.

Also their website doesn't allow you to download your contract anymore.

Avoid this service. I'm sure not all their plumbers and tradesmen are terrible but their associations say a lot about their business.

Like many of the other negative experiences being outlined about this company, we had a washer go on the fritz two weeks ago. Also like others on here, the "part was ordered" but has never shown up. Then you call them and they will see if they can track it down and find out where it is. Meanwhile, they evidence no urgency to resolve the significant problem. This group has become nothing better than a pack of thieves taking money and then offering a pittance of coverage and delay!

This is one of the worst companies I have ever dealt with. They send out unqualified contractors. They have extremely long wait times when you call them. They take forever to order parts. I cannot think of a worse company. They owe me money. Instead of sending it, they keep me on hold for an hour and then hang up.

Good luck getting your appliance repaired and get ready for a different story every time you call for updated status. Filed an online repair request for my range on 4/27. Service tech was great, but parts were needed. First AHS offered me $200 and change instead of repairing my $3,000.00 range, which of course I declined. 2 parts were in stock and 1 backordered, I asked if the 2 in stock could be shipped so at least I could use part of my range and then a second trip for the backordered part. This was approved by a supervisor on May 4, 2015. After many calls, each telling a different story, promises of return calls, message left for supervisor that are not returned, I just spent another HOUR on the phone transferred from department to department, waiting on hold for over 20 mins., only to once again be told the 2 parts shipped, but they will not provide tracking information. Backordered part will also not ship till at least June 1, but I expect another story by that time.

Horrible customer service. Every attempt to contact them takes a minimum of fourty five minutes for a two
To call and then thaws say they have to find a contractor to help us and they will call back in two hours. Never heard from them. Horrible company to deal with.

F minus in customer service. Have been under Home Warranty with this company for 11 months. Continual issues regarding heating and cooling systems. I have called then approximately 25 times in 11 months. I have ALWAYS been put on hold for at least 30 minutes. Today I held for 57 minutes. And, learned that the person I spoke with at 7pm last night (held from 6:24) DID NOT call the company to schedule AC repair as promised. The company that had previously been dispatched no longer wants to take the service requests from AHS because it's "too far and they won't pay to adequately repair systems."" So now I have tracked down another company who said they do work for AHS and have been promised a call within an hour. That was 4 hours ago. Unbelievably bad service. Say it. Do it. Stop lying. Stop putting me off.