American Home Shield
Reviews and Complaints

I bought a home, and this warranty was part of the deal. AHS customer service is horrible. I had to do most of the leg work to find a vendor to repair my fridge. AHS kept scheduling techs to come out, I would have to *** work, and when the tech showed he would announce he didn't work on our brand. This happened 3 times, and then I had to find my own. AHS refused to pay for the vendor I found, until I escalated it - which is no easy task as no one takes calls. You must pay a $75 service fee upon the tech arriving, which I paid. AHS sent me 2 emails saying I failed to pay. I told them the date and check number of the cancelled check each time. Then they mailed me a bill for that same $75. I wasted so much time dealing with them

My husband (Howard) and I have been loyal American Home Shield customers for over 30 years. We have made less than 5 claims in those years. We have been at our current home for over 6 years and have paid American Home Shield over $2500. I noticed that our gas hot water heater was leaking on Saturday, Aug 13. I wrapped a towel around the base and told Howard. We weren't worried about internal home damage as the gas hot water heater is located in the garage. Howard called American Home Shield that very day to report the issue. In turn, CNJ Services LLC (plumbers) called us that same day and said they could come out on Monday, Aug 15 but I worked out of town this week and my husband had a business appointment so they came out on Tuesday, Aug 16. Howard was told that we needed a new gas hot water heater and our service fee was $100. The gentleman was at our home less than 10 minutes. American Home Shield called Howard on Wednesday, Aug 17 and said that our portion would be over $620. We were not told what brand the gas hot water heater would be but we previously had a GE 12 year 50 gallon gas hot water heater. GE no long makes gas hot water heaters and we were told it would be replaced with "like or similar". American Home Shield told us that the $620 fee was to bring the gas hot water heater "up to code". We were given a list of installation hardware by CNJ Services that they would need to bring it "up to code" and they were charging us over $620. In actuality, the cost for those items, RETAIL, is less than $100 uninstalled. We feel we are being taken advantage of and a horrible "bait and switch" is being done by American Home Shield and CNJ Services LLC. So............we chose a "cash out" option so we can select our own reputable plumbers. American Home Shield said they would only reimburse us for what they would pay CNJ Services for the gas hot water heater.......and we all know is will be at a GREATLY reduced price!! Further, NO ONE knows what the amount of reimbursement to us will be except for the Claims Dept and they do not accept phone calls. They only work from e-mails and will "get back to you" within 3 - 5 business days. We do not want to make a decision until we know what we will be reimbursed as I just don't want to have to pay more that $620 for a gas hot water heater WHEN I HAVE BEEN PAYING INSURANCE!!!! Just spoke to the Supervisor, Ryland, at American Home Shield. He said he doesn't know what the reimbursement would be. He said the Claims Dept doesn't work on the weekends. He said he can't tell me when they will return our phone call. He said he can't help me. Today is the 6th day my family hasn't had hot water. IF American Home Shield calls us bask on Monday, Aug 22, it will be 9 days my family has been without hot water. IF American Home Shield calls back on Monday and we come to some sort of agreement, the soonest my family will have hot water will be Wednesday, Aug 24. My family will have been without hot water for 11 days............no hot showers, no hot laundry, no hot dish water. Yet, we have paid over $2500 in the last 6 years for "insurance" so this wouldn't happen. Sure doesn't seem like we are getting much of a return for our investment. Ouch, American Home Shield...............I wonder what they would do if this was their family? Would I recommend American Home Shield? Years ago, yes. Now, absolutely not!!!

Poor customer service. Delay in fixing issues. Customer has been without air in this summer heat for almost 2 weeks parts will not be back for another week. Company very cheap and no emergency plan.. Unacceptable. I do not know how they are still in business. DO NOT USE THIS COMPANY. THEY HAVE LOUSY SERVICE!!! Also what is amazing is the fact that they do not follow up in a timely matter. No ETA and no concern for the customer's needs. They certainly don't have any issues with debiting the customer's bank account. BOOTLEG COMPANY IS AN UNDERSTATEMENT. Unfortunately the few good reps there are stuck with a poor company.

I've been with AHS for over 20 years and up until last few years service was good. My central air has been out since 8/9/16 ..here in Florida with heat index from 103 to 108 every day and no central air. Had 3 out 4 of their A/C providers that came out tell them the entire unit needs replaced and its been nothing but a stall since. Now AHS is trying to find a different provider to come and examine the AC but AHS can't locate a company yet. So off into another hot weekend of no air or service. I called my attorneys this AM...enough is enough!!!!

I'm reading these reviews and wondering if it's the difference in the plans people have chosen that is the issue. We have had them going on a year and have had wonderful Experiances. In the beginning the sales person told us a shop was covered (I specifically asked and would have added it) they listened to our recorded calls and notes, and honored I even tho I offered to pay the extra to ensure it was all they time. Very impressed with that. Then a water heater blew shortly after purchase, replaced no issues- then after a storm all the lights in our shop blew, 9 ballast had to be replaced as well as 2 fans that stopped and some outside lights, - no issues. We had some leaks with almost every plumbing component inside- fixed no issues- an AC issue which I'm not sure is actually fixed all the way... But again not their fault it would be the tech that came out- now our washer is out... This has been a pain in the *** but it was a Sears issue not AHS. So it's been a long wait to get it fixed, finally we found today it will be replaced.. Hopefully that goes well.. I'm Not sure how that works- I just pray it has the same size tub and setting as we use them all! I don't foresee a problem with our past experience going so well- and highly recommend them to everyone we know purchasing their homes. Our renewal is due and we fully intend to keep them for as long as we can, it has been 100% worth the investment. With all the negativity, I'm reading while trying to see how the replacement works- I thought they could use a little positivity from a happy customer.

Simple.. BBB complaint for not replacing cooktop even after 3 weeks. Call wait time 45 minutes each call. No supervisor available to answer a call or response back even after 48 hours per their policy. Transferring service calls from contractor to contractor as its not enough for them if two contractors says that 10 years old appliance needs to be replaced as they don't make the model and replacement parts anymore. They won't even create an emergency request for one of most important appliance in the house. I made them at least 24 calls within past three weeks, never had to wait lesser than 40 minutes before I can talk to real person.

I've had more than one bad experience. The latest one takes the cake. A heating and Air was dispatched to our home because our unit went down after a storm and the guy that came was not prefessional at all. He complaint about being hot in the attic, he was unfit and when he left he forgot the model of the unit and sent my husband up to the attic to retrieve. Next he put down that he was coming to fix with part and he didn't bother to show up or called. Called AHS but once again I spoke to three unprofessional customer service people. They would offer any feedback nor were they sensitive to us calling for a second contractor. AHS manages to upset us each and every time. The people manning the phones are unprofessional not educated *** I'm leaving them for Sears.

I had AHS for 5 years before I needed a dryer repaired . They said it was a fuse. Paid 70$ service fee. Fuse blew next day. I replaced fuse twice after that, it kept blowing. Called AHS and came out and said it could not be repaired. They refused to replace dryer as they promise. Reason? Same reason they tell everyone. You didn't do proper maintenance on it. This is their scam to keep from replacing. Cheaper to buy new appliances with a warranty than pay them 4-5 hundred dollars a year. I foolishly paid 2000 dollars total over 5 years. Get my point? Don't fall for this scam.

I had AHS for almost 15 years on my home. I've had numerous experiences like others, contractors not calling, contractors not showing up, incompetent contractors, money grubbing contractors. Seems to be a theme with AHS vendors, only take those who are seriously lacking capital to grow and bilk the snot out of consumers like you and me. The only trade I ever had a good experience with was the dishwasher guy, he knew his business, did the job, the dishwasher worked and life went on. There is pretty much nothing redeeming about AHS, from the first contact to the contractor walking out your door. There has to be better alternatives out there, I'm sure. I'm just leery of signing on to another bad one. Plus they are expensive and the co-payment goes up every year. $$$$

Made 3 sevice requests plus an expediated request for ac repair over 3 weeks and have STILL not been contacted by a contractor to fix the problem. I will not be renewing with this company.

The contractors, long wait times, rude customer service representatives are the reason for this review. I've had nothing but problems with this service. From contractor mis diagnosis to no responses in a timely manner. Had an issue with my fridge starting in march of this year. Just now received replacement fridge. Never wanted to replace the fridge ecen though contractor #2 recommended. Finally they did 6 months later. Worst service ever