American Home Shield Review
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4,124 Customer Comments & Reviews - see all comments
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American Home Shield is a Tennessee-based company founded in 1971 to provide coverage on home appliances and systems in the United States through its network of home service professionals.
The company offers service contracts that cover the repair or replacement of major components of home systems and appliances. Customers can also purchase optional coverage for pools and spas, guest houses, home electronic systems, roof leaks, maintenance services, and more.
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4124 Customer Comments & Reviews
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This company is a scam! I purchased a warranty on August 6, 2018, with a septic system add-on. I requested service on Oct 10, 2018 for a plumbing/septic issue, and was told I had no add-on coverage, and that they did not do any septic work other than clear drains anyway. After speaking to two reps, (Singh, MelI), I requested a supervisor. After 13 minutes on hold, I was connected to a supervisor who sounded EXACTLY like the person I had been dealing with for 18 minutes! It was certainly the same person! I requested cancellation and was told I would hear from the “Retention Departmwnt”, within 24 hours. It didn’t happen. I called back on October 12,th, and was told my contract had... Read More
An issue arose with my hot water heater and just as many other reviews have indicated they denied my claim. I have devoted countless hours to this issue, sitting on hold, speaking with Reps in a foreign country, dealing with a service company that literally spent 3 minutes looking at the hot water heater only to state that, I'll have to write this up to send to your insurance, give me a few, then sit in his truck and drive off. I haven't heard a word from anyone for 2 1/2 days later until I called AHS to find out what is going on THEN they tell me it was denied and it will cost approximately $1000 to repair. Naturally, they have charged me the $100 deductible, for nothing in return.... Read More
An issue arose with my HVAC on 10/2/2018. Air was not flowing out of the vents in the basement, 2 vents on the main level and 2 of the 3 upstairs bedrooms. I checked the system myself to make sure I replaced the air filter (I replace it every month during the summer). I turned off the AC to make sure the pipes were not frozen and left it off for 24 hours. When that did not resolve the issue, I scheduled an appointment through AHS. The HVAC company came out and told me that the zone damper motor on my ducted central electric split unit is broken and needs replacement. They ordered the part and were told by AHS that it is not covered. I spent over 2 hours on the phone with AHS to discuss why... Read More
Terrible hold times, terrible service when repair authorizations needed. Can't process the requests from the service companies. Waiting over a week and not moving forward. They called 2 companies for the same repair and made me pay for 2 service calls. Staff not trained as everyone gives you different answers. Used to be so much better. Charged me twice on another service call when the online payment was not processed and made us pay again over the phone then took 3 weeks to refund us. Website account not reflective of correct information.
I purchased a real estate contract with AHS when I was buying a house. I didn’t know at first that there are consumer contracts, and there are real estate contracts purchased through escrow. I made the mistake of calling the consumer side of AHS, and the sales person assured me that if I purchased the real estate version, they would cancel the consumer contract as soon as the other took effect. Guess what? That didn’t happen. Like others have said, unless you’re requesting service or wanting to enroll, you can wait 30 minutes or more to speak to someone. Now when I go into my account, I see the contract that’s supposed to be canceled. I just spent an hour on the phone only to get... Read More
STAY AWAY. I paid my deductible on August 21st for my broken AC unit. It's October 9th and it's still broken. I spend an hour on hold trying to call and get help, only to be told nobody can help me because it's always someone else's fault. I can't have a refund because "they don't give refunds" and I'd have to pay a cancellation fee to end my contract. Apparently, the contract is only one sided -- I have to pay my monthly payment. They don't have to hold up their end of the bargain. HORRIBLE customer service, absolutely terrible experience with this company. Looks like thousands of other people agree. Run, far away. I'm going back to 2-10 Home Warranty, when my basement flooded,... Read More
The wait time is horrible--there are not enough service reps--once a service call is made and the problem identified one will wait up to 2 weeks for it to be fixed--I understand that the repair people have to wait to get approval AND then wait for Home Shield to either send the repair people the item or actually even send it from Home Shield
Me too -- not sure where all the 5*s came from...don't see anything remotely like that in the written reviews.
When I tried to file a claim, the website wouldn't work. When I called, after a short hold they offered to call back when it was my turn. Yay, and they did call back 20 minutes later. But still I was on hold another 20 minutes; and when it was "answered" there was no one there -- I could hear voices in the background but no one was on the other end.
So I started over. Website...still didn't work. Phone...still long wait. Be forewarned!
I’m not sure where the 5 stars come from. All I see are negative reviews. I should have read more of those before signing up with this company. Long wait time is REAL. They don’t WANT to help you with your issue, just try to push you off. We waited for days over Florida summer, 90 degrees INSIDE the house, before someone came, hours after their scheduled time, into the evening, we waited all day and then had to cancel our evening plans. They did NOTHING and simply recommended we buy a new unit. I called back a week later to actually have the unit serviced since it is not working properly and it will be 4 days until our appointment. I asked to use a different trade company that could get... Read More
Lowest rating! Bad customer service! Long wait on the phone for appointnents.
Not willing to fix my dishwasher when they have had 2 companies out.
I would never use this company again!
I am so disgusted with service and the rude techs they sent out.
Top Rated
Our Partner
- Plans & pricing to fit every budget
- No age limit on systems & appliances
- No inspection or maintenance records required
- If a covered item can’t be repaired, they replace it
- 30-day workmanship guarantee
