Review Time
I’ve been a customer for more than 30 years. It doesn’t save you money at all. The reason I’m a customer is because finding a contractor to take care of. Any issue is ridiculously hard however, customer service from American home shield even though I’ve been a customer this long is lacking. I’m at the laundromat because my washing machine has been out of order or going on five weeks they tell me the parts would have been to the contractor on February 15. The contractor says they haven’t received them. He can’t call and talk to a person I’ve done the Chatbot thing which hasn’t accomplished anything
I purchased this for three homes. I’ve been in the one I’m in currently for 27 years. I purchased it purchased it for both of my daughters when they first bought their homes. I purchased it for each home I sold for the buyer! It’s an insurance policy basically I guess things you know are going to happen around the home. After this experience and it’s not the first time it’s been this bad. I will probably look for another provider.
My experience trying to cancel my American Home Shield service has been absolutely ridiculous extremely frustrating. So much so, that I am contacting a state agency to file a complaint.
I made multiple good-faith attempts to provide notice of non-renewal, including sending four separate emails to customer service. None of those emails were ever acknowledged or answered.
When I attempted to cancel by phone, the automated voice system repeatedly misrouted my request, and I experienced excessive hold times. After finally getting through, I was transferred multiple times despite, received multiple incentives to not cancel all after I clearly stated that I did not want any retention offers and simply wanted to not renew my service contract.
This process felt unnecessarily difficult and time-consuming. Cancellation should be straightforward, especially when a customer clearly communicates their intent not to renew.
I hope American Home Shield improves its cancellation process and responsiveness to customer communications. At minimum, written cancellation requests should receive timely acknowledgment.
Some state agencies have sued AHS because of fraud, misrepresentations and kickbacks.
There difficult cancelation process should be on the list. Sirus XM was sued by New York for the same cancellation practices AHS practices.
Cancellation should be at least as easy of the enrollment process.
It was effortless to request the service, and the communication from you was great. Sears took a little longer than we wanted, but completed the repair and the dishwasher is back to normal!
Horrible Service. I've paid 3 fees for someone to come out and repair my AC. At first, an AC Company sent 2 technicians. Paid $100. They were both high out of their mind, so we didn't let them into our home. I called again and AHS sent out a different company. Although the technician was courteous, he did not have the part on his truck and was told to purchase my own Thermostat and replace it and that should solve the issue. I AM NOT AN AC TECHNICIAN. I called in again. Charged another $100. Technician tells me that the wires in the AC Unit are fried and need to be re-spliced but that I need to get AHS to send an electrician out first. I call in, Charged another $100 fee. Then no one comes out. I then receive an email asking if my service has been completed to my satisfaction. I say NO!!! Contact me at your earliest convenience as my AC Still doesn't work. I wait (busy with work) and decide to call to see what's going on. They tell me from (who knows where) that it's been 30 days so now I will have to pay another $100 to get a dispatch out again. This is ridiculous!!
not worth the cost of the contract. they will lie about what vendors reported as a way to deny coverage. when faced with screen shots provided by vendors of good faith, AHS stands on denials with information they invent. outrageous!
Worst company in the history of american home warranties ever!!! After waiting on hold for over an hour and a half, thrn they tell you that you need to call back the next day and go on hold for ANOTHER hour and a half while they try to contact the contractor. Not only are they incompetent and rude, they can't even speak English. When you ask them a question, they parrot the same line over and over. When you submit a claim, they work with shady contractors and then charge you a $100 per house call. When service isn't done properly, and you call to complain, they point fingers everywhere, and try to charge you another $100 to get another contractor out to correct the mistake the first contractor made. They offer you pennies on the dollar for the replacement of high end pieces in your home that break and then they try to run out the clock on your claims so that they don't have to pay out on it. They cancel the claim internally and blame the contractor. When you call to file a complaint, nobody ever gives you a straight answer, and when you ask for a manager, they tell you, "there's no one you can speak to, because they're all busy". When you try to escalate the case, their escalation department doesn't bother to take information correctly and then they hang up on you. Save yourself the headache, and of course - the money and go with Angie's list. You'd be better off
This company and their vendors are the worst, It has been over a month since they came to diagnose my stove to repair. The parts came in 2 weeks ago and I haven't heard anything from them. I have called 4x to get this resolved, even when I got transferred to the escalation team they only claim someone will be reaching out soon and they hang up in your face. TBL Appliance Services and American home shield are the WORST
Furnaces needed repair. Ultimately one needed a new motor for the blower and the other needed a capacitor replaced. Basic stuff, but it is below freezing now and expected to get colder. It cost $350 for the repair.
The assigned technician did not contact me within 24 hours as indicated on the dispatch. When I tried contacting him after 24 hours, his voicemail said to text for a quicker response. I texted and did not hear from him.
When I called AHS to determine next steps, the wait was 30-45 minutes and I was required to wait for a call back, which was received at the 45 minute mark. I missed that call as I was taking my elderly dog outside to pee. I immediately called back and again was forced to accept a call back which again happened at the 45 minute mark.
By that time is it was 4pm and I had made the decision to find my own repair person. The repair person was on site when AHS called.
The AHS representative immediately changed the rules that I needed to wait 48 hours to contact the technician. And told me I needed to get pre-authorization to call my own technician.
The dispatch instructions that I printed out reads a technician will contact me within 24 hours. That did not happen.
AHS does not answer their phone so I could not get a pre-authorization.
The weather conditions would not allow another night in freezing temperatures. The damage to my house with freezing pipes and other things could have been astronomical.
AHS denied my request to reimburse me $225 for the service call because I cancelled the service request after I already had a technician and because I was unable to get pre-authorization before I called a technician on my own.
When I asked what they could do since their process failed. I got an apology.
Repair was scheduled promptly. Contractor arrived on time and with the correct part. Oven fixed and working fine in less than half an hour. Repairman was courteous and cleaned up after himself. What more could a person ask for?
had a doorbell that was not working and contacted American Home Shield to check whether this issue was covered under my plan.
Instead of giving me a clear answer, the customer service representative routed me directly to a vendor. No coverage confirmation, no explanation of charges — just transferred.
Later, I was charged a service fee, even though I never approved a covered service or repair. When I called back to dispute this, the response was unbelievable:
“You didn’t call us.”
That is completely false. I contacted AHS, followed their process, and was sent to a vendor by their own representative. Then they turned around and blamed me for it.
This is misleading, poorly managed, and unacceptable customer service. There is no accountability, no transparency, and no ownership of mistakes. You pay monthly for “peace of mind” and instead get denial, finger-pointing, and surprise charges.
Awful experience. Poor service.
I would never recommend American Home Shield to anyone. Save your money and stay away.
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