New Reviewer

Air comdition

Do not like auto attendant, would rather talk to a live person. In order to get more and better answer to my questions.

User's recommendation: Ok service do not like auto attendent.

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ID
#3864633 Review #3864633 is a subjective opinion of poster.
Location
North Richland Hills, Texas

Does warranty include hauling away old appliance?

I have a washer that cant be repaired. Does my policy include disposal of the old washing machine? Overall I have no complaints except that there is no way to communicate with them.

User's recommendation: Good company, Limited communication.

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ID
#3605615 Review #3605615 is a subjective opinion of poster.
Location
Miami, Florida

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
New Reviewer

Checking account status

No complaint, i just needed to make a change on my sign on info. Person i spoke with, Candice, was very helpful and nice. She made the changes i needed done to my account and set up a service call for me.
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ID
#3222739 Review #3222739 is a subjective opinion of poster.
Location
Fort Worth, Texas

Failure to provide good service

4 months before repaired or replaced refrigerator and 2-3 weeks before repair of air conditioner or furnace. Repaired the furnace, and now it is making a sound like a revved up motorcycle. If we want to stay cool, we have to put up with the noise. User's...
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1 comment
#2064002

I went 11 months without the heat pump in my home. got it serviced over a dozen times.

The servicing company told me they would NEVER say they could not fix it because that is what they got paid for, even though somtimes they would fix it and it would not be working again by the end of the day.

Meanwhile, in winter I am waking up to 56* in the house in the morning, in the summer the AC runs all day and I have $550 electric bills. AMS FINALLY replaced the unit after I insisted on a different service company or legal action, but I figure I paid for it through many months of $500 plus electric bills.

ID
#2879062 Review #2879062 is a subjective opinion of poster.
Location
Atlanta, Georgia
Loss
$500
Preferred solution
My 30 yo furnace is dead, replace it and stop trying to create a new furnace piece by piece

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
New Reviewer

Inadequate service

On 5/8/21 we had a terrible blockage in our drain line . I put in a request for service a about an half hour later the assigned contractor called and told me he did not have the equipment to fix the problem he asked me to call and have the request transferred to another contractor. I called a rep. and explained the situation and that we had total blockage with raw sewage coming up in all the showers she called a different different contractor. who notified me they could not respond due to their workload. I then called again and talked to a different rep. who assured me they would take care of the problem i waited until late after noon the request was still pending. I then called a contractor myself (Roter Rooter) who was able to come out that evening and cleared the blockage. I paid the requested amount and called another rep. I explained the problem he told me he would notify he superviser and they contact me I still have not heard from anyone at ahs and feel that I should be reimbursed

User's recommendation: never had a problem until this.

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ID
#2548585 Review #2548585 is a subjective opinion of poster.
Location
Portland, Oregon
Loss
$600
Preferred solution
Full refund

Need fax

I want to start off by saying I love American Shield. However, the customer service representative I spoke to had no clue about the services or contact numbers American Shield replacement services has available for customers. All I needed was the contact fax number to submit my documents, so I can get reimbursed for my dryer. She indicated there wasn't a fax number. Consequently, I was aware that there is one because I had received an email with fax, mail and email options. Unfortunately, I had a glitch with my emails and hoped I could call in and get it. Thankfully, I was able to regain my email access to get the fax number.

User's recommendation: I would recommend that CSR have all contact numbers available. In addition, if uncertain of information don't say there isn't one available.

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ID
#2329583 Review #2329583 is a subjective opinion of poster.
Location
Yakima, Washington

Billing

Contract 22453**** On june 14, 2020 i placed a service request for a stopped up kitchen sink and paid the fee via american express. The contractor could not get to us for 6 days, so i had to use a 24 hour provider. I called back, spoke to a rep and canceled the request. I also called the contractor. You gave me credit but now you have rebilled the $100. Please reverse that charge.
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ID
#2168105 Review #2168105 is a subjective opinion of poster.
Location
Lewisville, Texas
New Reviewer

Furnace leak

I believe my furnace has a leak. The automated telephone prompts didnt warrant the correct identifier for me to get to the right help.

User's recommendation: Go online. Might be easier.

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ID
#2144329 Review #2144329 is a subjective opinion of poster.
Location
Waldorf, Maryland

Replacement Appliance

I have been trying to get my replacement washer from American Home Shield since June 2020. The wait time for the appliance department is over 4 hours and after a certain amount of time you get disconnected!!!!

User's recommendation: I have no recommendation.

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ID
#2123866 Review #2123866 is a subjective opinion of poster.
Location
Richlands, North Carolina
New Reviewer

Double billing

I have no problems with ASH in their repairs and get someone out here it may take several time for someone to diagnose of the problem fix it but it was fixed the only issue that I have is that I am double bill.

User's recommendation: Correct billing.

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ID
#2116491 Review #2116491 is a subjective opinion of poster.
Loss
$75
Preferred solution
Deliver product or service ordered

Delayed service with no feedback

The issue was finally resolved after I successfully was able to get a customer service rep from AHS after 4 attempts. A new company was assigned that promptly responded to my needs.
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ID
#2094100 Review #2094100 is a subjective opinion of poster.
Location
Houston, Texas

Ice cube maker installed by AHS 7 months ago has stopped working

AHS said it is out of the 3 month warranty and I have to pay another deductable for them to come out. This is a brand new ice maker.

User's recommendation: None at this time.

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ID
#2035381 Review #2035381 is a subjective opinion of poster.
Location
Westerville, Ohio
New Reviewer

Check on contractors they are sending before they arrive

First, I have no problem with the service or value of AHS. I have been a subscriber for over 15 years. I do have an issue with one or more of the contractors that they use. the latest experience is with a plumber based out of PA and NC. I should have heeded the reviews I read about this company (Grade A Plumbing). Most of what I read said they would come to your house and find things that are not covered by the visit and scare you in to buying an extra service. This happened to me. I was told that it was highly recommended that i replace a supply hose to my toilet with a metal one and that it would cost an additional $110. the hose cost less than $10 and I had already paid AHS for a service call. Where this may be legal, it sure was not fair. I should have stopped the hose replacement, but I am not a plumber and did not want them to refuse to finished the covered part of the job. Do your research and ask for another contractor from AHS is you do like what you learn.
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3 comments
#1698046

So you want the plumber to just accept the $75 that AHS pays the plumber for everything he does and give you the “free to you” stuff that AHS covers (meaning the plumber has to absorb the rest of the expense). AHS Contractor Relations will not allow their plumbers to charge AHS above the fixed flat rate which is the same $75 for each call, regardless of how many parts are needed, or how many return visits, or how much labor is required.

You get what you pay for, which is $75 worth. The plumber didn’t invest years of his life to become a licensed plumber just to get $75 at each house. Somebody has to PAY something more or the plumber’s business will go under. All AHS customers want everything to be “covered”.

Coverage means no reimbursement from AHS though.

If they charge AHS more than your $75, they will lose their preferred ranking and lose jobs to the competitors. The business model doesn’t work to the satisfaction of anyone but AHS.

#1699131
@PissedConsumer1698046

Their contractors seem to be working with them on this scheme. I had a contractor find all sorts of things “wrong” with my AC.

All of which wouldn’t be covered and would cost me thousands. After fighting with AHS over it I ended up canceling my warranty and calling in an unrelated company. Nothing they said was wrong with my unit actually was.

Cost me less than 200 to have it cleaned and checked over. Absolutely nothing else was wrong with it.

#1699690
@PissedConsumer1699131

Since it only needed $200 to fix it, why use a home warranty? Let me guess—you were hoping they would replace it.

No such luck with a home warranty: the claim will either be denied, partially denied with out of pocket costs that NOBODY is happy about, or the repair will be “covered” by the HVAC company at their expense, NOT AHS’s.

If the latter is the case, be prepared to wait weeks for parts and return visits, and numerous repair attempts while you pull out your hair in frustration. Why would ANYbody in their right mind use a home warranty????

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ID
#1552483 Review #1552483 is a subjective opinion of poster.
Pros
  • Setting up original appointment
Cons
  • Quality of sub contractors
New Reviewer

GREAT

You have one of the best running commercials on TV. Actually look forward to seeing it in comparison to network shows! {{redacted}}
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ID
#1384690 Review #1384690 is a subjective opinion of poster.
Location
King Of Prussia, Pennsylvania
Product
American Home Shield Commercial
Reason of review
entertainment

Poor worst Customer Svc department for follow up

I have been on the phone for more than 5 hours this week waiting for someone to answer the Phone, messages like your call is important to us is all I get with . NO ONE picks up the phone. Had work done excellent service on the service call, but the job is not completed, I can not get anyone for the status of the work order. Now I Have *** in my bathroom wall and ceiling titles need to be replace in the garage. For the last 5 days I been on the hold for last week with no results from AHS. Still waiting for some to pick. The service provided came in and did the work and repair the pipes that were leaking, that was the good news, but the job is not completed. Service provider the rest of the requires for sheet rock replacement to AHS on 30 Nov 2017,
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ID
#1145226 Review #1145226 is a subjective opinion of poster.
Location
Aylett, Virginia
Service
American Home Shield Customer Care
Pros
  • Provide the service at great price
Cons
  • No way you can speak to anyone
  • Contacts call back to the company is not customer friendly
  • Waiting times for someon answer is outrages
Reason of review
The lack of responce from their Customer Svc Dept, waiting time more than 2 1/2 hrs before I gave up.
Preferred solution
Let the company propose a solution

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