AHS American Home Shield

I am extremely frustrated with AHS's handling of my washing machine repair request. The delays, misdiagnoses, and repeated technician visits have now extended to over 43 days, and my washing machine remains unrepaired. It is unacceptable that I have had to go through multiple service appointments without any resolution. Here is a detailed timeline of events: February 3,2025: I raised a service request with AHS after my washing machine started leaking.
February 6,2025: A technician visited but stated that the issue was with the outer pipes and refused to work on it, claiming that he was not a plumber.
February 17,2025: AHS scheduled a plumber under a free service request. The plumber diagnosed the issue and confirmed that the problem was with the washing machine itself, not the pipes.
February 18,2025: Another technician was sent, who finally acknowledged that the machine required new parts. AHS ordered the parts and scheduled a repair once they arrived.
February 23,2025: The parts were delivered, but the technician did not schedule an appointment until March 3,2025—an unnecessary delay.
March 3,2025: The technician attempted to install the new parts but failed to fix the machine, stating that it was still not functional. He asked us to wait until the next day for further updates.
March 11,2025: AHS now claims that the part has arrived, but the technician is not available until March 18, making the total repair time 43 days and counting, with no guarantee of resolution.
This absurd delay in service, coupled with multiple failed repair attempts, has caused significant inconvenience to my household. It is clear that AHS is prioritizing cost-cutting over customer satisfaction, refusing to replace a machine that is clearly beyond repair. I demand an immediate resolution—either a competent repair within a few days or a full replacement of the unit as per my service contract. I expect this matter to be escalated immediately and resolved without further delays. I look forward to your urgent response.

I created a service request to have my AC fixed. A month and four visits later and nothing has been done to fix my issue. It is currently summer in California. The inside of my home is over 100 degrees. Once the temperature exceeds 100 degrees the thermostat just reads "HI." There is no sense of urgency, nor does there seem to be an understanding of how critical the issue is. Customer service representatives are useless and provide no real resolutions. Worst insurance company I've ever dealt with. Completely unacceptable.

Have a broken water pipe, No water for over 2 weeks. Lousy product - be sure and read all of the fine print. They will look for every possible way not to pay. Hard to get service - and it takes forever.
Customer service is lousy and not helpful. Almost impossible to find a contractor that will work with them. Even if they let you try and find your own quality contractor the contractor still can't do the work without asking AHS for approval, and the good contractors refuse to deal with them.

American Home Shield is a scam. We have been with AHS for 19 years. Over the years they have denied most of our claims. I have not cancelled this account because I was told that they would replace our air conditioners if they could not repair them. Both AC units went out around the same time. We are replacing both AC units and AHS is only paying $200.00. All AHS has done is delay the process. We live in Surprise, Az and the temps have been around 115 with high humidity and we are older and they do not care.

If I could give 0 stars I would. DO NOT waste your time and money with AHS. I have been without a refrigerator for 2 weeks now, living out of a cooler because they are refusing to pay out. They have sent 3 contractors to my house thus far that are not qualified to make the necessary repairs. However all three have said the same part is broken- but AHS refuses to acknowledge that and keeps trying to send another contractor out to look.
Customer "service" is an absolute nightmare, they talk you in circles with no resolution. Don't bother escalating because they won't help you either.

Bad providers that constantly no show, yearly reductions in coverage, yearly increase in both contract price and service call price, and absolutely the worst customer service I have encountered in a long time.

Too much for 100 words. In the last year 6 Service Calls, $1,538.88 in contract fees, $600 in Service call fees, received one $15 A/C part from all the calls. In addition to $13,720 of out-of-pocket for "Non-covered" Expenses. 8 months of A/C non-show from the repairman. Customer Service call Center from the Philippines is horrendous. Phone hold times 30-60 minutes per call. Dishonest repairmen. Very difficult to cancel, have to call & transferred around. AVOID THIS COMPANY. No photos to show, other than proof I have had AHS.

Last year in August 2023, my AC malfunctioned, and I promptly contacted American Home Shield to send a technician for inspection and repair.

Despite multiple calls and inquiries for updates, I was consistently informed either to wait for a part that would allegedly arrive months later or to bear the cost of a new AC unit myself. I chose to wait, believing that the issue would be resolved in a timely manner as per what they told me.

However, each subsequent contact with your customer service yielded the same response - delays due to part availability, with promises that the part would arrive by January 2024. Disappointingly, January passed without any communication from American home shield end, prompting me to follow up in February.

This company was fine to work with when replacing my downstairs AC unit 2 years ago. Now that my upstairs AC unit does not work they won't replace it & are difficult to work with. HVAC people have come out numerous times and can't find why it's not working, besides its age & it needs to be replaced. They want to send me to HVAC company after company until they find the answer they want and I have to pay! DO NOT waste your hard earned money with a company that I will be pursing legal action against if this does not get solved. They raise your fees & won't cover your appliances.

My wife and I purchased a home in October 2023 with an American Home Shield Warranty. Before we learned this was like putting money down the toilet, we purchased AHS warranties for two of our other homes. In January our stove quit working so we filed a claim. A technician was dispatched who determined the parts needed to repair the stove are not available anywhere. Every time we call AHS we are told they are waiting on parts (the parts that cannot be found).

A kitchen stove is an essential appliance. We cannot cook at home. Have not been able to since January and it is now April. This is so unacceptable and we feel we were robbed by AHS as there is no resolution. Calling the service line takes you to another country with non native English speaking people who offer no help. DO NOT BUY AMERICAN HOME SHIELD WARRANTY unless you don't expect anything in return, which is what we have received. Nothing for our money.

AHS is a company full of scammers, liars, and thieves. Whatever you do, DO NOT buy a policy from them. They would rather spends thousands of dollars patching on an appliance than spend the SAME money to replace the unit. They only guarantee the the contractor's work for 30 and, when the appliance fails again (and it will), you have to pay another service fee. They will have you wait for weeks to get on the schedule and, when you asking for a cash out, they will SCREW YOU OVER. I will be canceling both of my policies.

Just save your money monthly and pay for your own repairs. This company has no morals.

Garage Door opener broke (the springs). They are covered per the contract. Been over 30 days and NOT a single contractor with in 100 miles wants to work with AHS so they are forcing me to take a CASH-IN-LIEU offer. The offer is $170 when the CHEAPEST estimate i have is $580. AHS is stating they are only offering to pay for fraction of the cost because they aren't covering labor. NOW my contract CLEARLY states they are to pay a reasonable repair fee which include parts and labor. They are refusing... So I have to pay my $94 monthly fee. $125 service fee... they are going to pay me $170. SOOOOO that means i lost $49 to them PLUS the $400-$600 for the repair.
Tell me how that is service? So in the end it is costing me EXTRA money to have their service, not to mention the calls and frustration for the last 1.5 months. My car was trapped in the garage for 3 weeks. FYI their contract states 48 hours. It has been more than 48 DAYS. Why does the Government let companies steal money like this?

Been calling their contractor & CS line almost everyday to follow up a service request/recall. The no frost fridge is now building ice on the freezer door. How can they operate such business if repair was not their expertise? Hit or Miss?

Terrible experience with Septic tank issues. Their delays further ruined my floors and 3 months later still haven't been reimbursed for something that is covered in their contract. I would not recommend them to anyone.

Just be prepared if you pay for their service that you will have to fight and call at least 6 times to get something fixed if it is not done right the first time. They hire sub-standard companies to do the repairs. I flat out had a appliance person tell me there was nothing wrong with my refrigerator yet there was condensation inside the fridge and two error codes telling me the compressor was running to long. 6 phone calls at at least 30 minutes each with the run around. Over and over. Same script. Then had a plumbing leak under bathtub in ceiling, clearly can see the leaking yet the plumber didn't want to fix it so he told me it was due to there not being enough silicone around the spout. Of course that was a lie as the leak is still happening. You will ALWAYS have a call back, maybe more than once. Photo below shows one of the error codes. I went to manufacturer website and looked up the error codes 24 & 50. Their technician said that is normal. What a joke!

Instead of buying an AHS warranty save your premiums and pay for your own repairs.
My home central A/C units are 18 years old and use a refrigerant that hasn't been made since 2013. It will be obsolete in 2023. I've had an American Home Shield policy since 2012 and I've had trouble with one of the two units for years. It froze last year because all of the coolant leaked out and caused ceiling damage. AHS refuses to replace the unit which has a bad motor as well as coolant leak. All mechanical equipment reaches a point when it can no longer be effectively repaired and must be replaced but they will only pay a very small portion of the cost of coolant which is only guaranteed for 30 days. (Cost to me is $1800) A/C contractors other than those who work for AHS refuse to attempt repair as their reputations matter to them. They also demand that I complete the repair or replacement within 10 days which is unrealistic at best, and by their own admission. It's a scam.

I'm sure you've heard this a thousand times..."If I could give it 0 stars, I would." Well, let me just say for me, this has never been more true. As I sit here with contract in hand, I have had the contractor come twice and tell me a part needs to be replaced, but AHS won't let them replace it because it is not completely broken and hasn't caused a mechanical failure YET. The crazy thing is, the malfunctioning garage door is what caused further damage to the unit. Instead of AHS backing up their contract and providing customer service, they decided that it was in their best interest to only piece the system back together so that they can get me to spend more money after the 30 day window for them to come back after the part completely breaks. It's not good enough that the part is severely damaged, they want it to break. That's just like telling a patient not to go to the doctor until their body has completely failed. All I can tell you is to run from AHS!

The worst customer service on the planet, filled with phone trees, no way to get back to the last agent, constantly explaining the EXACT same thing repeatedly to agents with no repair knowledge and poor language skills. Dishonest subcontractors misdiagnosing issue. RUN AWAY!

AHS is not interested in fixing what is purported to be covered. They send out contractors with poor reputations and then claim that the vast majority of the cost of repair are uncovered "modifications" which are normal labor and materials necessary to fix a system. In our case, a covered heat pump condenser failed. AHS claimed $2900 were uncovered modifications and the covered condenser would only cost $350. They refuse to justify the modifications and the brand of the replacement condenser which could only be a used, substandard unit since new ones cost five times that much just for parts. They also refuse to cancel or refund premiums based on a overly restrictive policy. Much of their business comes from people purchasing existing homes with older systems/appliances and purchase AHS coverage based on advice from their real estate agent eager to close a sale. The purchaser erroneously thinks they are covered when they are not. Don't repeat this mistake.

It is difficult to get anything repaired correctly. There is no form to sign off on that the work was completed to satisfaction. On several occasions, the contractor(s) said they had ordered another part but I later found out that they closed the ticket and told American Home Shield that the item was working when they left. American Home Shield has done nothing to resolve these issues. I had 2 or 3 different people look at my fridge over the course of three months and the problem has never been fixed.