American Home Shield (AHS)
Home Warranty Plan Details and Reviews for American Home Shield (AHS)
Premium: $360
Deductible: $60
Effective: Immediately after payment
Web: ahswarranty.com
Deductible: $60
Effective: Immediately after payment
Web: ahswarranty.com
Customer Service 
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 906 Rate this Company!
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 906 Rate this Company!
Coverage Area: USA - All States
Offers plans to cover pre-existing conditions and lack of maintenance repairs, for an additional fee.
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Home warranty is a complex insurance product. Unlike home insurance, it does not provide blanket coverage for all appliances. Pre-existing conditions and problems resulting from lack of maintenance of appliance are are generally not covered by home warranty companies. Home warranty sellers may not state these factors clearly, and this will create dissatisfaction among customers. Due to these factors, you will see many negative reviews here. Don't be intimidated by some negative reviews here. If you have maintained your appliances in good condition and go with a reputed home warranty provider, your coverage will be fine. |
We do not endorse any company in particular, however you should ignore the reviews that are overly negative or positive. Such reviews are not likely to offer a balanced view and some of them could be fake reviews posted to promote or demote a company. It is always a good idea to check BBB ratings and make sure the company is licensed to do business in your State by contacting State Insurance Commission. Try to avoid paying annual premium and keep your cancellation rights
Reviews
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Pages: « 38 … 11 10 9 8 7 [6] 5 4 3 2 1 » Show All
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The first repair they sent over a moron, who said the plumbing was incorrectly installed and then offered to fix it for $450. After repeatedly arguing that it was OK and hadn’t been fixed, they sent in a second guy who was great and fixed it. I have called them for a few other things as well, and have had no real problems then either. I wasted a lot of time with them to correct the errors of the first technician, but after that it has been fairly smooth sailing. Unsure if I will renew the warranty though.
After 1 service request I was left with the impression that the contractors are incentivized to determine problems to be pre-existing or homeowner-caused. When it came time to renew my policy, AHS sent me multiple renewal letters and made numerous phone calls to get my premium. No chance. I wish they would try half as hard to please their customers after they receive the annual premium.
Afew times before when i had called they were fine, but this last time, NO WAY. My tenant called to report a bathroom light that wouldn’t turn off, so wanted it fixed. I have owned the house for 5+ years and not any real problems. AHS sent an electrician out promptly who said it was a case of faulty wiring and therefore pre-existing so would not cover it, although he was stumped as to why he couldn’t get it to go off. AHS said i could pay for a 2nd opinion, which i agreed to. the tenants call me 3 weeks later to say that they have called the new electrical co. 2-3 times and no one ever returned their call. AHS claims that the 48 hours has elapsed after the time to get a 2nd opinion , which they never told me about, so i am left holding the bag. I cancellled my policy with them.
I am now in the 8th day after I submitted a service request to repair a gas forced air furnace. The first repair tech diagnosed a cracked heat exchanger and said the furnace was dangerous and unusable. AHS wanted to get a 2nd opinion which seemed like a smart thing to do and was OK by me. The company chosen to give the 2nd opinion didn’t come to do the inspection until the 5th day after the original service request was submitted. They, too, diagnosed a leaking heat exchanger. I’ve now been waiting over 48 hours for their estimate and still haven’t heard anything from them. In one day, they gave AHS 3 different, incompatible, stories about why their repair estimate was delayed. AHS is totally unconcerned about this lack of responsiveness and I can’t get any help in expediting repairs. I’ve spoken to 2 AHS supervisors (one of whom was quite rude to me) but they didn’t seem to be concerned either.
I must say, however, the customer service ladies who deal with clients are very polite and genuinely seem to want to help. Unfortunately, at least in my case, nothing they have done has expedited the repair.
The company does not rate high in my book for customer satisfaction. Poor customer service, and horrible contractors.
Problems encountered include:
- service timeliness – we were left five weeks without a refrigerator and no one to speak to with the customer service dept,
- overcharge – a technician came for a repair, we paid by check for the visit,the check was cashed and our account debited. Months later, we called AHS for another issue and they would not process our request stating that we had an outstanding balance. We faxed proof that we had paid the technician who had made the last repair and a month later, the issue is still not solved.
We are discontinuing this plan.
We were customers of AHS for over ten years. Every single summer we had a problem with our central air. Every single summer they charged it with freon. Sometimes a small part was replaced. They nursed it along and along. We thought, fine. When it finally goes, they replace it. WRONG. All of a sudden it needed a part that was not original to the A/C and they refused to fix or replace it. This was the major reason we had AHS in case our A/C ever went. $500 a year for ten years, we could have saved up the money to buy a new system! Do not use them!
I woke up this morning to find my water heater had broken over-night. I could see minimal seepage coming in to the master bath via the grout lines in the tile. Fortunately, my water heater is in the garage.. it had water flowing through it into the driveway and into the alley. I know there is going to be some drywall damage. I called the American Home Shield “automated customer service”; there was NO OPTION FOR EMERGENCY SERVICE but I decided to leave my information and see what kind of response I would get. My reply: We will have someone at your house somtime tomorrow morning. WHAT!! I have water all over my garage, my drywall is getting soaked, I have no hot water.. and AHS is treating this like a “routine” service call.
I decided to call back and, after pressing #* several times, I was connected to a live agent. She obviously had no authority but she placed me on hold to speak with her supervisor. After about 2 minutes she told me that the original date to make the repair would not be changed.
My contract is up for renewal this month and I WILL NOT RENEW WITH AHS!! If they can figure a way to attach a hose to their customer service, they would have the world’s most powerful vacuum. They SUCK!!
mw
We have been using their service in Georgia for 5 years.
we never had any problem with costumer service,all the contractors were on time and the items were always repaired to our satisfaction,
a couple of time the repairs took several visits with no extra paiement due to parts order.
I feel like this company has to look at the providers that it’s sending out to work on your home. It’s very apparent that they are upselling from the time they walk thru your door. That’s not what I’m paying for. I’m looking for a replacement company.
Poor Payment procedure. Will not bill monthly or quarterly. Will report to collection quick. but slow in telling collectiona agency to stop when payment was done. Why is it necessarry to report to collection when it is only late premium?, I will go to another provider that makes monthly billing or at least quarterly.
I have used AHS for over 8 years on three homes. I will clarify that I have never had a major repair to deal with but have had many small things over the years. I have always been pleased with the service from AHS as well as the contractors that I have worked with. When I had issues, AHS and the contractors worked to correct the issue. I haven’t ever had a claim denied. I am disappointed that their rates continue to increase over the years.
We have had AHS since we bought our home 3 years ago. We have only used them about 4 times in that time frame. The first two calls we made to them were handled great. The last two have been a major hassle. Both of these last two calls dealt with me not having heat in the winter. One my furnace was broken and this last time my water heater rusted through. Both times I called, I was told that my request was sent to a technician and I should hear in 2 hours when they were coming out. Both times after 4 days of hearing nothing, with no heat and no water, I called AHS back. Both times I was told that the technician had tried to call me over and over, and never got an answer or a returned call.
I work from home. I am here all day, every day. No one called here. I tried to explain that to the CSR, but they would not listen. I then asked to please allow MY plumber (who is licensed, bonded and insured) to come out and fix my issue. Both times I was told no, that it must be the technician they assigned.
It finally came down to – I could wait and wait to get my heat and hot water restored. It was already 4 days with no call… or I could just eat the cost and fix it myself since they refused to approve an outside worker.
I understand that for things like a washer and dryer, something non-essential but twice they have left me and my family with no heat in the winter, for days while they ‘try’ to get a tech to come out and fix it. And they refuse any other action. Sorry AHS, its cold, and we’re sick, we need our heat. I am going to look for a better company. I am wasting $600 per year with AHS, and just had to pay another $175 that I will never see again because AHS would not/could not get a service tech here and would not approve my plumber.
My A/C went out last summer after the summer before it went out every other month. The first person they sent out told me the compressor was out, but told AMS it was due to coils not being cleaned so AMS said they would not repair it. I ask for a second opinion and they said the wiring was done wrong when the house was built, so AMS said they would not repair it. After a month, i decided to call someone to get it fixed, since tempertures were close to 100 degrees. The guy said it was the compressor and put in a new system. Of course AMS would not reimburse me. My renewal is coming up this month and will probably not renew because of the A/C and since they have also gone up on the service call.
I’ve had AHS since 2 Sep 08, today is 30 Oct 2008. I called AHS to have my money refunded today, hopefuly I hear from them in the near future.
We bought the house we wanted and of course paid the 400 dollars for an insurance company to back us up in case something went wrong with the house.
2 days after moving in the A/C stopped working, we live in Tampa and it was HOT right after we moved into the house. Called AHS and spoke to a very nice operator to place the order in, well because of the long weekend, the company that was supposed to come didn’t show up until about 3 days after the long weekend had passed (We had fans to keep us less hot). Well, they show up “THE AIR DOCTOR” and those guys are sweating just like we were. They checked the unit and said,”your unit is overcharged and needs to be drained and re-charged in order to work right” but we have to contact AHS to see if it is covered or nor. I said OK assuming that AHS will give the go ahead to fix the problem. I get a call from “Air Doctor” that between them and AHS have determined that it is a pre-existing condition and will not be covered. I told them that I did not care how much it was, I NEED IT FIXED. 550 dollars later the unit was supposed to be fixed….. The A/C was still not working right. All I can see is my electric meter going around like a 45 record while the A/C unit is trying to bring my house to 82 degrees….. At night it would all stop as the temp would go down… Called the same contractor to check it out and they arrive way too early (got to take kids to school) and I was specific not to show up before 9am, but they were still here at 8 am.
Now it is October and the temperature has gone down quite a bit and cannot check if the system is really up to speed… I spoke to AHS and told them I wanted my money back. We replaced all appliances in the house with the exception of the water heater (if I need to replace it I can get it from Lowes or Home Depot for maybe 400 and my neighbor is a plumber), and the A/C unit I can just have the same contractor come back to check it out. MY ADVISE TO ALL READING, if your appliances look fairly good save yourself from the hassle of dealing with AHS. They will find a way not to cover what they promised. They already have their money, they don’t care if the service they provide is good or not…..
Well, I have it only for one year and thats it. I wont renew.
We had our 15 year old toilet leaking finally, AHS send a plummer and they said it is leaking because it is human caused issue!
He told me that here is a crack on the toilet tank. Well I told him that the ones using this toilet is are humans only.
He said if this problem occured in time by itself, then AHS would have covered it.
Well I told him that if no one used this tiolet believe me nothing happen to it.
This discussion did not go on for a long time and I called AHS and kindly asked them to cancel and not renew.
This is not the only incident we had but this was most ironic one.
They are expert on finding a reason not to spend any money on fixing things, all they care is your payments.
I’m sure AHS is not alone, but they do business with true bottom-of-the-barrel service providers. In particular, we have had nothing but problems with our plumbing companies, no matter which one(s) AHS dispatches. Furthermore, many of the companies we’ve used are sloppy about scheduling and meeting appointments. When I compare these providers to ones that I personally research and hire (for items in my house not covered by AHS), the difference in service is like night and day. I will abandon AHS as soon as I think I’ve found a suitable replacement.
Have had AHS since 2002 when we purchased our current house.
Summer 2002 – Upstairs zone AC failed – first maintenance call refreshed compressor gas – failed again within 60 days. Diagnosis was system failure. AHS replaced compressor and exchanger unit in attic (est cost $3000+ according to AC people).
2005 – Water heater failed – AHS replaced.
2006 – Attic fan failed – AHS replaced. The maintenance personnel install the new fan incorrectly and I had to remove and remount the fan over the roof vent.
2007 – Stove failed – AHS replaced but only after 3 months and 6 technical visits to attempt to repair old unit. We upgraded and purchased a new stove at considerable savings. THere were problems with the maintenance personnel knowing our 20 year old range and I think one may have actually broken it. The oven door would no longer lock for self-cleaning.
Dealing with AHS has been frustrating at times, but overall they have fullfilled their obligations under the contract and we are ahead of the curve (our payments to them have been less than they have paid out for our 4 equipment replacements.
This company is awful. We had their coverage for over 10 years. In the last few years, the quality of their contractors has diminished significantly, their customer service has become terrible, and they have denied claim after claim for no good reason. I would not recommend them to anyone..
I recently had a leak at my home and filed a service request through American Home Shield. The contractors the sent out, ARS Rescue Rooter in Phoenix, Arizona totally took advantage of me and began work under the presumption it was covered by the home warranty. When they were finished repairing the leak, they demanded $3,000 for the repair and told me that it wasn’t covered under my warranty. After several calls to American Home Shield trying to figure out what happened, they informed me they would only cover $500 for the leak. They assumed no responsibility, offered no sympathy and basically told me the work I had done through their contractor was between me and the contractor. To add insult to injury, they only paid me $431 dollars of the $500 leak limit because their contractor double billed. The reason why I give them a bad review is that I felt through the whole ordeal that they were defending the contractor who they sent out, who they owe nothing to, and not respecting or protecting me, THEIR customer. Instead they sent out a dishonest company and left me with the bill and offer no apologies for it whatsoever. What ever happened to customer service?
I had something break off of my hot water tank. Called AHS who sent out a repair man. The repair man sit in my driveway for 20 mins before entering my home. It was raining outside so his boots were wet. He never covered them, went straight to the basement all the while he’s still on the phone taking his personal phone call. Once in the basement he stayed on that call for an additional 10 mins. Once he looked at my hot water tank he state plastic doesn’t break and either someone broke this or put something on top of it and it fell off. I asked him to leave after a few words were exchanged because he stated he would tell AHS this so that it would not be covered. Why on earth would I break my own hot water tank. Needless to say I asked for a second opinion. The company that came out asked after the work was done who was sent out here first and I didn’t even give them a name, they knew who it was and stated they don’t know why AHS keeps using this company because it’s the same issue everytime. AHS keeps using this company because they DON’T WANT TO PAY FOR ANYTHING. This wasn’t the first problem I had with them however, it was certainly the last.
Their contractors were not always the best. We have had several incidence with unprofessionalism. AHS tends to ’side’ with their contractors over their customers. One contractor says they came out…. they never did. Continued to lie about it, and AHS would not credit the $55 Service Fee. I refused to pay for a visit that never took place. This was the deciding factor to switch companies.
slow to show on my dish washer repair, too many exclusions, I ended up buying a new unit.
I had a problem with a builtin microwave and the first person they sent out couldn’t find anything wrong with it (it worked just fine when he got to the house!). The second time, when it stopped working entirely, they sent out a tec from Sears and she was wonderful. She ordered the part, had it shipped to my house and another tec came and installed the part and it worked just fine. He even checked my dishwasher while he was ther to make sure it was OK so I wouldn’t have a second visit charge.
I had an issue with my furnace blower, and by the time they sent out the right person, I had damage to the blower. They wouldn’t cover any of the contractor’s over blown estimate. The people they use are shady, rude and dishonest, and their customer service is almost as bad.